McMillan Hotels Booking Terms & Conditions
BOOKING TERMS AND CONDITIONS
The following terms and conditions apply to all bookings and reservations made with McMillan Hotels Ltd at www.mcmillanhotels.co.uk or via our individual hotel websites, by email or by telephone or otherwise. Please note that group bookings and special offers or promotional bookings may have additional terms and conditions, which must be read and agreed before booking. These are to be found in the Special Offers/Groups Section below.
When you make a booking or a reservation directly with our company, at any of our three hotels, your contract, incorporating these terms and conditions will be with McMillan Hotels Ltd, whose Head Office is at North West Castle, Portrodie, Stranraer, DG9 8EH. If you make a booking using the services of a third party agent, online or otherwise, your contract will be with them, and your booking terms and conditions are theirs, not ours.
Please note that meal reservations, golf tee off times and arrangements for other additional goods or services cannot at present, be confirmed and guaranteed online. If your booking includes any of the above, please contact the hotel directly to make and confirm these. Please also note that the prices being offered at any given time cannot be guaranteed should you not complete your booking or fulfil the payment or deposit requirements at that time.
OUR RATES & PACKAGES
We offer a variety of rates including Room Only, Bed and Breakfast (B&B), Dinner, Bed and Breakfast (DBB), golf rates, group rates, special offers and promotions. All of our rates, whether online, written, verbal or otherwise are subject to availability. We reserve the right to decline any booking at our discretion. We also offer a wide range of packages and pricing, to suit all requirements. These vary according to availability and demand and are subject to change without notice. All of our prices and rates include VAT at the current rate. Once confirmed in writing, your booking and the price, is guaranteed.
PROMOTIONS & SPECIAL OFFERS
These rates may require a promotional code. Separate terms and conditions may apply in addition and in precedence to our standard terms and conditions. These may be found in our Special Offers/Groups Section below.
Prices for all hotel stays are inclusive of VAT at the current rate. They also include single, twin or double ensuite accommodation with Freeview TV, direct dial telephone, complimentary car parking and WiFi. Our rates also include complimentary use of our leisure facilities. Fernhill Hotel guests may use the leisure facilities at North West Castle or Cally Palace. Golf is not complimentary. The cost of golf is only included in Golf Packages, however rounds of golf can be purchased in addition to package rates, in advance or on the day, subject to availability. Our B&B and DBB rates offer savings against separate meal purchases. Special offers and golf packages offer additional inclusions as specified. Please note that in addition to the quoted stay & play package price, there will be a supplementary charge of £4 per round to cover VAT on services provided by the third-party golf clubs. This is an HMRC requirement.
WHAT'S NOT INCLUDED
Our rates do not include any incidental charges which you may incur during your stay, such as additional meals, drinks, room service, telephone charges, charges for children or dogs. The playing of golf and the use of golf buggies, trolleys etc, are all chargeable unless specifically included in your package. Any such charges will be payable by you on your departure (except in the case of golf buggiesat local courses where payment is to the golf club directly). In the event that you fail to pay any such incidental charges, it is a condition of your contract with McMillan Hotels Ltd that you irrevocably authorise us to debit your credit or debit card (see ‘Deposits and Pre-payments’ below) for the amount of any shortfall.
Please note that our buildings are old, with thick walls and local infrastructure is not up to big city standard. Our broadband supply is not ‘superfast’ and we can at times have a large number of users. Our Wi-Fi may therefore not be as strong as you or we would wish, although we continue to make improvements where possible.
Fernhill Hotel and Cally Palace both close annually for a number of weeks in January. In addition, sometimes, due to exclusive use events, large group bookings or high occupancy, some of our rates are not available. Please ask for details at the time of booking.
Each of our hotels has various room categories, with differing rates. Generally, the higher priced rooms offer more space and/or better views. Family and disabled access rooms are available in all three hotels. Please ask for details and availability at the time of booking.
Individual guests reserving a single room (where available) will generally be offered a lower rate than that available for a double room for single occupancy. Where no single room is available, individual guests may book a double or twin room for single occupancy, but this will be generally carry a supplement. Please ask at the time of booking.
Up to two children aged 3 years and under can stay free of charge when sharing a suitable room with two adults on a B&B or DBB rate. Children aged 4 to 11 years are charged at £15.00 per child per night B&B. Other meals and extras are charged as taken. All of our hotels have family rooms with extra permanent beds and we also have a limited number of roll away beds for use in these and other suitable rooms. Children over 12 and those occupying their own room are charged at the full adult rate.
Guests are requested to conduct themselves appropriately at all times and to comply with Company procedures and/or requests with regard to conduct and respect for the property of the Hotel, its employees and guests and their health and safety. Guests are requested not to disrupt the comfort and enjoyment of other guests, the smooth running of the Hotel or cause offence to other guests or our members of staff. We reserve the right to refuse accommodation or services or remove you and members of your party from the Hotel if, in our reasonable opinion, we consider this provision to have been breached. Where this is the case we shall have no obligation to refund you for lost accommodation, other services or any other loss or expense incurred.
ALCOHOL AND CORKAGE CHARGES
McMillan Hotels Ltd operates licensed premises and derives income from sales of alcohol. We therefore reserve the right to supply all alcohol consumed on the premises and request that guests do not bring in and or consume their own alcohol on the premises. We are aware that some guests bring their own alcohol onto our premises. If we become aware that this is being consumed on the premises we will ask for this to cease. There is a charge of £10.00 for ice and/or glasses.
GUESTS WITH IMPAIRED MOBILITY/DISABILITY
All of our hotels offer modified facilities for guests with impaired mobility/disability. They have rooms suitable for assisted wheelchair use and mainly level access to public areas and accessible bathrooms. Guests with impaired mobility or other particular requirements should check with their chosen hotel in advance that their requirements can be met. Some of our rooms are not suitable for guests who have difficulty with stairs. Please call the hotel directly for more details. If you tell us your requirements in advance, we will do our best to meet them, and if we cannot meet them, we will tell you.
All of our hotels welcome dogs, for a small extra charge of £5 per dog per night. We don’t allow dogs in some of our public lounges, bars and restaurants. Each hotel allows dogs in one or more designated public areas. Please ask when booking. We won’t normally allow more than two dogs per bedroom and request that dogs are not left unaccompanied in bedrooms, lest damage is done, or other guests are disturbed by noise. We reserve the right to charge for any damage or extra cleaning required, and, if your dog disturbs other guests, we will ask you to take steps to prevent this from recurring. Please call the hotel of your choice if you require further information.
Car parking is free at our hotels and we generally have sufficient availability.
ELECTRIC VEHICLE CHARGING
We have a rapid EV Charger for two vehicles in the car park at North West Castle and there are rapid chargers local to Cally Palace and Fernhill, but not on the premises. Exterior 13 amp sockets are available for emergency use.
ARRIVAL & DEPARTURE
Our guest rooms are available from 3.00pm on the day of arrival. Rooms must be vacated by 11.00am on the day of departure. You are are welcome to arrive at the hotel earlier and use the hotel facilities.
Rates which include breakfast offer a full traditional Scottish breakfast with tea or coffee, unless otherwise stated. Rates which include dinner offer a choice from the hotel’s table d’hôte menu and do not include tea or coffee. There is no refund for meals which are not taken by guests and lunch cannot be taken in place of dinner. Please make a reservation for dinner at the time of booking. We request that you give us your preferred time for dining and while times cannot be guaranteed, we will do our best to accommodate your preference. We cannot guarantee to seat you at any particular table in our dining rooms although we will do our best to accommodate any preference. Bookings will be taken on a first come first served basis. Please be aware that if you arrive early or late for your table, you may have to wait in the bar or lounge until a new time becomes available. All dishes are prepared to order and take time to prepare.
Afternoon Teas are freshly prepared based on anticipated numbers, so although we will accommodate last minute requests if we can, it is advisable to book. We have a cancellation policy for afternoon tea reservations. You can call us up until 9.00am on the day of the afternoon tea to cancel or change the numbers and there will be no charge, but if you cancel your booking or reduce the numbers, after 9.00am on the day, there will be a 50% charge for each guest who is unable to attend. A credit card number will be taken at the time of booking to confirm the reservation. Your card will not be charged unless you cancel after 9.00am on the day, and the bill is payable on departure.
North West Castle and Cally Palace have leisure facilities including a swimming pool, sauna, spa bath and small gym. Your use of such facilities is subject to the terms and conditions applying at each hotel. Fernhill Hotel residents may use the facilities at North West Castle or the Cally Palace free of charge. Under 16’s are not permitted to use the gym, sauna or spa bath. They must be accompanied by a responsible adult at all times when using any leisure facility. If you have had or are suffering from severe allergies, ill health, a particular medical condition or are pregnant, we advise you to speak to your GP prior to arrival to advise as to whether it is safe for you to use our facilities.
HOW TO BOOK
Please call or email our hotels individually or book online at www.mcmillanhotels.co.uk. Alternatively, our Reception Staff are available to take your booking seven days a week by telephone. Hours vary but are generally 8.00am to 10.00pm. When you make a booking, you will be asked to pay a deposit with a valid debit/credit card, or to prepay in full on certain special offers or promotions such as our Advance Purchase Rate. Please see cancellation terms below.
Any linked booking of six rooms or more is classified as a group booking and is subject to our Group Terms & Conditions of business, shown below, which differ from our standard terms and conditions.
We reserve the right and you hereby authorise us to charge your credit or debit card for any damage incurred to your room or the Hotel during your stay (including, but not limited to: specialist cleaning and replacement or repair of any items that are missing or damaged when you leave.)
Please be aware that at certain times throughout the year some of our hotels may host weddings, events and parties, which you may feel would be an intrusion on your break. Please contact the Hotel directly in advance of your stay if you wish further information.
Guests are not permitted to smoke indoors in any of our premises, including in bedrooms and public areas. Each hotel has a designated outdoor smoking area. If you are found to have been smoking in your bedroom, there will be a £100 charge to cover specialist cleaning costs and our inability to re-let the room until this has been carried out.
Smart casual in the evenings. No sportswear or athletic uniforms.
SETTLING YOUR BILL
Before you leave the hotel, you will need to pay your bill in full unless an alternative arrangement has been agreed in writing in advance. If you have paid a deposit or prepaid your accommodation or meal package, you may still have an extras bill to pay. Please come to reception to hand in your room key and check if you have a bill to pay. McMillan Hotels accepts payment by debit or credit card (MasterCard, Visa or American Express). We are sorry that we cannot accept personal cheques. North West Castle: Guests arriving at North West Castle will be asked to pay their accommodation bill on arrival and settle their extras bill on departure.
GIFT VOUCHERS & VOUCHER PRIZES
Please advise at the time of booking if you intend to use a McMillan Hotels Ltd Gift Voucher. We will ask for the voucher number and the voucher itself must be presented on check-in, or when paying for your meal. Gift vouchers and vouchers used as competition prizes, unless otherwise specified on the voucher are valid for one year from the date of issue. McMillan Hotels gift vouchers can only be used in our three hotels, North West Castle, Cally Palace Hotel & Golf Course and Fernhill Hotel. They can be used to settle accounts, either in full or part payment, however change cannot be given. Vouchers can be used up to a maximum of £1000.00 in any one transaction. Gift vouchers cannot be exchanged for cash. They can be replaced if lost, provided the voucher number is known and that the voucher has not been used or expired. No refund of money will be made once the voucher has been purchased. McMillan Hotels Ltd cannot accept responsibility for the loss or theft of a gift voucher after it has been issued. McMillan Hotels Ltd reserve the right to amend these Terms and Conditions. Only original vouchers will be accepted, not copies of any kind.
CANCELLATION & AMENDMENTS
Deposit payments of 20% of the cost of your reservation are required for most individual reservations made directly with McMillan Hotels Ltd, except where specified otherwise in the terms of your offer. These deposit payments are non-refundable unless specifically stated otherwise. As well as a deposit payment, a credit card guarantee is required at the time of booking. Other than the deposit payment, no further payment will be taken from your card unless you either cancel your reservation 24 hours or less before 9.00am on the day of arrival, or you don’t arrive to take up your reservation, in which case full payment for the reservation will be charged to your card.
COVID-19 PEACE OF MIND
In order to give our customers additional peace of mind when booking, we guarantee to refund any deposit or other prepayment in the event that a reservation has to be cancelled for any reason, either by you or by us, 14 days or more from the date of arrival. This guarantee supercedes our normal terms and conditions re cancellations and refunds. New reservations only. Does not apply to pre-existing reservations.’
Where a cancellation is made less than 14 days from the arrival date, we cannot offer to refund deposits or prepayments, but we will re-schedule your reservation for dates convenient to you, subject only to room availability. We will also guarantee your original rate for reservations re-scheduled before 31st December 2021, after which, rates may vary in accordance with our normal rates.
You are welcome to come and stay with us as soon as we re-open, however some of our facilities and services may be closed, limited or changed while the pandemic continues. We cannot offer to amend your rate or refund your deposit in respect of any changes to facilities or services, but if, because of such changes, you would prefer to re-schedule your reservation for a later date, you are welcome to do so at no additional cost. Again, we will guarantee your original rate until 31st December 2021, after which rates may vary in accordance with our normal rates.
SPECIAL OFFERS AND PROMOTIONAL RATES - SPECIFIC TERMS & CONDITIONS
Our Special Offers have specific booking terms and conditions applied. These supercede and are in addition to our general terms and conditions above. They are listed below. Please contact us before making your reservation if you have any queries about these terms and conditions.
- 1.Some online rates on our website offer the option to pay a deposit only or, if you prefer, to fully pre-pay at the time of booking. There is no rate advantage offered on these rates, and this is for your convenience only. If you choose to fully pre-pay, and then have to cancel, we will refund the balance of your payment, but not the deposit, provided you cancel 24 hours or more before 9.00am on the day of arrival.
- 2.Our Advance Purchase Rate (APR) requires full pre-payment at the time of booking and offers a generous rate advantage over other rates. Pre-payments are non-refundable and non-transferable. If you have to cancel, you will forfeit your full payment.
- 3.Our January Sale rates require a deposit of 50% of the cost of the reservation to be paid at the time of booking. These rates offer a generous rate advantage and deposits are not refundable or transferable in the event of cancellation. If you have to cancel, you will forfeit your deposit.
- 4.Festive Breaks. A deposit of £100.00 per adult is payable at the time of booking. This is non-refundable and non-transferable. The balance of the cost of the reservation is payable in full by 31st October.
Group reservations of six rooms or more are required to pay a 20% deposit at the time of booking, and then to pay the balance of the cost, including any agreed extras, on departure. Deposit payments are non-refundable and non-transferable and further pre-payments are non-refundable and non-transferable.
Wedding bookings may be complex. They are likely to be subject to specific bespoke contractual terms in addition to these general terms. Any such additional terms will be specified in a booking contract agreed in advance of booking. They will be deemed to have been agreed and accepted at the time of confirmation of the booking and they will take precedence over these general terms where they conflict with them.
COMMERCIAL & CORPORATE RESERVATIONS
Commercial and corporate reservations are often complex. There are likely to be subject to specific bespoke contractual terms in addition to these general terms. Any such additional terms will be specified in a booking contract agreed in advance of booking. They will be deemed to have been agreed and accepted at the time of confirmation of the booking and they will take precedence over these general terms where they conflict with them.
And finally: We understand that bookings sometimes need to be amended, either in terms of date changes, reductions or additions to number of nights, or rooms or guests. We will do our best to accommodate these changes without charge or penalty, but please remember that changes can often result in costs and losses to our business. We do reserve the right to treat any amendment as a cancellation or part cancellation in relation to our booking terms.
Whilst every effort will be made to fulfil any particular requests which you may make in relation to your stay with us, please note that these requests do not form part of our contract and we cannot guarantee that we will be able to meet any particular requests.
DENIAL OF BOOKING
McMillan Hotels Ltd reserves the right to refuse any booking without reason and without liability.
AMENDMENT WITHIN OUR CONTROL
In the unlikely event that McMillan Hotels Ltd has to amend your reservation for a reason that is within our control and not linked to the Coronavirus pandemic, we reserve the right to do so, however you have the right to:
- •accept the changed arrangements as notified; or
- •make alternative arrangements with McMillan Hotels Ltd; or
- •cancel your reservation and receive a full refund of any monies which you have paid to McMillan Hotels Ltd in respect of your reservation.
Please note: if the reason for the amendment is ‘force majeure’ ie out-with our control, this does not apply and no refund will be offered - see General Information section below.
Please also note that we shall not be liable for any sums which you have paid to any other persons in connection with your reservation and that we shall have no further liability to you for any additional costs or inconveniences relating to the cancellation of any stay with us.
COMPLAINTS OR COMMENTS
Any complaint or comment regarding a stay at one of our hotels should be made in the first instance to the hotel’s Duty Manager, as soon as possible during your stay, so that the opportunity is available to resolve it at the time. Problems which cannot be resolved during your stay should be notified in writing to Reception at the hotel involved, from where they will be passed to senior management. All complaints will be carefully investigated and you will receive a written response. If your complaint is found to be justified and attributable to failure on our part, we will always offer an apology. We may also offer a discretionary or goodwill gesture, or refund, but please note that we will not do so if the problem was not drawn to our attention during your stay.
Though every effort has been made to ensure the accuracy of the information displayed on our websites and marketing campaigns, we cannot accept responsibility for any errors or omissions, and reserve the right to vary, amend, supplement or cancel any of the information or offers featured on our websites or email campaigns or otherwise at any time. All details are correct at the time of presentation on our website, however they may be subject to change from time to time.
Except as stated in the Covid-19 addendum above, McMillan Hotels Ltd shall not be responsible for any damage, inconvenience or loss (financial or otherwise) which you may suffer arising out of force majeure events beyond its control or the control of its suppliers (including, without limitation, pandemic or epidemic (other than Covid-19) national or local restriction on public movement, fire, failure of electrical, gas or other power supplies, strikes, industrial action, terrorist activity, technical problems with transport, illness or cancellation of entertainers and bad weather), nor liable for any curtailment, cancellation or change to any accommodation, activity or itinerary or any other consequences which arise as a result of such events.
For the avoidance of doubt, nothing in these terms and conditions shall operate to attempt to exclude or limit McMillan Hotels Ltd’s liability for the death or personal injury of any person caused by the negligence of McMillan Hotels Ltd, or its employees, servants or agents or to attempt to exclude or limit McMillan Hotels Ltd’s liability in any manner which would be unlawful. These terms and conditions shall be subject to the laws of Scotland in which our hotels and company are based.
McMillan Hotels Limited is a company registered in Scotland (Company Registration Number SC073544), whose registered office is North West Castle, Stranraer, DG9 8EH. Our VAT registration number is GB 186473471