Terms and Conditions
Bookings
To guarantee your reservation your credit card details are required. Please note that if you wish to cancel, you must notify us 48 hours prior to the day of your arrival, otherwise the cost of the first night's accommodation will be charged to the cardholder's account. The guest house reserves the right to amend your room type subject to room type availability. These conditions do not alter your rates quoted.
Cancellations
Should you have to cancel your booking, a charge of the first night will be taken from the credit card you have secured the booking if a minimum of 48 hrs notice is not given. That credit card is accountable for the booking security of all rooms under the booking and as a result payment will be taken from that card for no show or cancellations giving less than 48 hr notice for any of the rooms under that booking.
All cancellations MUST be confirmed via a booking site or booking in writing/email. No cancellation is accepted by a phone call to the guest house.
Arrivals and Departures
Your room will be available from 2pm on your specified day of arrival and will be guaranteed for your first night only. On your day of departure we would ask that you vacate your room by 10am unless otherwise stated or arranged with the management. Extended departure times or early arrivals are available on request, subject to availability. Please contact the guest house to confirm if available and potential cost. You will be asked to produce photographic identification on arrival for proof of booking.
Parking
We will provide a resident parking permit for all paying residents. We, however, are not responsible for any damage for your car whilst staying at the guest house.
Smoking Policy
All areas within the guest house are strictly non smoking in compliance with the Smoking, Health and Social Care (Scotland) Act 2006. If you have violated this policy by smoking in your bedroom, bathroom, out of bedroom windows or any public areas you agree to £100.00 being deducted from your credit/debit card to cover the cost of cleaning and making the affected area fresh again.
Behaviour, Damages & Theft
The guest house reserves the right to judge acceptable levels of noise or behaviour of guests. The guest must take all steps necessary for corrective action. In the event of failure to adhere to management requests, the guest house reserve the right to ask the guest to leave without being liable to any refund or compensation. The guest will be liable for any further costs incurred due to unacceptable behaviour and disruption. The guest is responsible to the guest house for any damage caused to, or theft from allocated rooms or the furnishings, utensils of the guest house generally by any act, default or neglect of the guests and shall pay the guest house on demand the amount required to make good or remedy any such damage/theft.
Guests Clothing and Personal Property
The guest house does not accept responsibility for the property of clients or their guests. The guest lounge is provided for the convenience of guests but any goods left unattended in the guest lounge are at the owner's risk and without any liability on the part of the guest house. Safety deposit boxes are available in all guest rooms.
Alcohol
We are not licensed to sell alcohol but you may bring your own alcohol to consume on the premises.
Accommodation Details
Family rooms can accommodate two adults and up to two children aged 14 years and under (and children under 2 years in a cot) or a maximum of two adults.
If you have booked the family room and the child age group is above 14 yrs then there will be additional charges, which will be communicated including the cost which will be debited from the credit card details used to secure the booking. To confirm the total cost for a triple or quadruple room please contact the guest house before your visit.
We will make every possible effort to accommodate your requests, but all rooms are subject to availability.
Deposits and Payment
In certain circumstances deposits may be required. All payments should be made in pounds sterling (UK).
We accept payment by cash, Switch/Delta, Visa, MasterCard and American Express.
General Liability
The guest house does not exclude or restrict its liability in respect of death or personal injury resulting from its negligence.
The guest house shall not be liable for any breach of the terms and conditions or delay or failure in providing its services as a result of causes beyond its reasonable control including, but not limited to, fire, floods, strikes, delays in transportation or failure of services.
Alterations/Amendments
The hotel reserves the right to cancel a booking if:
It is deemed the booking may prejudice our reputation or endanger the safety of our employees or guests.
If any room is unavailable to the guest as a result of the accommodation/guest room not being able to provide the required standard we provide or would endanger the health and safety of the guest then the guest house will try and find alternative accommodation in another guest house to a similar standard or provide a full refund to the guest if any payment has been taken. We will try and provide maximum communication with the guest at the first and earliest opportunity the issue occurs.
In the unlikely event that you have a problem during your stay you must bring it to the attention of the management at the time, to ensure that we have the opportunity to rectify it. If you are not satisfied that the issue has been resolved, please submit the details in writing within 28 days of your return to:
Wilson and Julie Mcilwaine, Craggallan Guest house, 8 Queens Terrace, Ayr KA7 1DU.
Privacy Policy
The guest house is committed to ensure that your privacy is protected and the guest house provides the appropriate protection standard and security for all personal information provided by you to us during collection, use and retention of information to ensure that we comply with UK legislation. The guest house will collect, use and retain information about every booking to ensure our business is effective.
