[UPDATED: WEDNESDAY 13TH MAY @ 14.40]
CORONAVIRUS – HOTEL CLOSED
Following the extension of the lockdown by the UK and Scottish governments late last week and to provide some clarity to our guest we are now announcing that we expect to remained closed until at least the 31st May 2020. If you have a booking before this date it will be cancelled and you will not be charged. If you have paid in advance you will be refunded. Refunds can take between five and ten working days to be processed, this is due to our processing partner and we cannot speed up this process.
WEDDING BEDROOM BOOKINGS
If you have a bedroom booking for a wedding which has been postponed we will move your room booking for you, as long as your booking is associated with the wedding on our system. If you called and mentioned you were attending the wedding we will know and move you, if you booked through a third party please contact us through live chat to see if your booking has been moved.
Please do not access the grounds of the hotel, the access gate to the beach has now been locked closed. The hotel is staffed 24 hours for security but all access is now secured.
Please do not call the hotel during this time, we are running with very few staff. Please contact us through social media and the live chat function on our website, this can be answered by our remote teams.
Please be patient with our team, we are all being personally impacted by this but our tremendous team continues to do everything they can to provide exceptional service to our clients and guests. Please allow for a delay in us responding to your calls and emails.
We will get back to all inquiries but we are dealing with an unprecedented situation and would like to thank our customers who have been so kind in the last few days.
RESTAURANTS AND BARS
The UK government has imposed closure on all restaurants, bars and gyms. In order to comply the Orangery restaurant, Aura lounge bar and all Leisure facilities are now closed.
WEDDINGS AND EVENTS
Our wedding and events office is now closed and the team are working from home. They are able to respond to emails but will not be available over the phone. If you have general enquiries you can also contact the hotel through social media and the live chat function on our website.
AMENDED CANCELLATION POLICY
Whether you have a flexible booking or a non-cancellable and non-transferable booking, whether it was made directly with the hotel or through a third party agency – should you not be able to travel we will offer to transfer your booking to an alternative date. Should no alternative date be suitable we will provide a full refund of any payments you have already made. You must however inform us of your intention to cancel no later than by 3pm on the day before your scheduled arrival, should you cancel after this time or not inform us at all then you will be charged in full for the first night of your stay.