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Our Terms and Conditions

Booking, Payment and Cancellation Policies

Thank you for choosing to book with Otterburn Bed & Breakfast; we look forward to welcoming you to our home and amazing accommodation.

 

We wish to promote the best possible relationship with our guests but it needs to be remembered that, by making a booking, you are also entering into a contract with us so please read our terms and conditions of booking below.


Booking Confirmation

A contract shall come into existence when we accept your booking by email or post. You will then be responsible for paying the total price of the booking in accordance with the cancellation policy as set out below.


Due to the present uncertain times, we have adjusted our usual deposit and cancellation terms to give our guests a little bit more peace of mind. Any booking made after June 2020 for a stay before the end of this year will be under the terms immediately below (please read further for 2021 bookings).


Deposit for 2020 Bookings

For bookings taking place during 2020, we are not taking deposits due to the ever-changing circumstances surrounding COVID-19.


Cancellation and refunds for 2020

Like most businesses, we have been very harshly affected by lockdown. However, we realize how difficult these times are for all and, because of this, have reduced our cancellation window from 14 days to 7 days prior to arrival. On notice of cancellation, we will first endeavor to re-let the room but, if we are unable to do so, payment in full will be required.


Should a cancellation have to be made at any point as a result of COVID-19, no cancellation charge will be made at all and we hope that you will be able to postpone your visit to another time.


In the event of a guest deciding to cut short their stay for any reason other than circumstances relating to COVID-19, payment for the full booking will be required.


Deposits for 2021 Bookings

We will require payment of your first night’s accommodation as deposit for your booking. Please note that, at present, we can only accept BACS or cheque payments. We do not cover any IBAN banking charges incurred on foreign transactions. Full details of how to pay will be sent along with the Booking Confirmation.


The deposit is payable on receipt of Booking Confirmation to secure your booking.


Cancellation during 2021

You will appreciate that, as a small business, we are affected by cancellations and we would therefore ask for your understanding and consideration of the following;


  • Notification of cancellation should be made by email or by post. We will confirm receipt of all cancellations by email or post.
  • If cancellation is made more than 14 days prior to arrival, we will refund your deposit less a £5 administration charge.
  • If cancellation is made less than 14 days prior to arrival, your full deposit will be retained. We will endeavor to re-let the room but, if we are unable to do so, you will be liable for the balance.
  • In the event of any guests deciding to cut short their stay for any reason, the full balance owing for the period booked, is still payable.
  • We would recommend that you have travel insurance in place for the period you are due to stay with us, just incase you can't make it at the last minute.


We would recommend that you have travel insurance in place for the period you are due to stay with us, just in case you can't make it at the last minute or need to curtail your travel plans.


Food

We request that guests please inform us before arrival of any dietary requirements, food intolerance or allergies.


Pets

Sorry, but we do not accept any pets.


Smoking/Vaping

Smoking or vaping is not permitted in any part of the house.


Arrival

Check-in is between 4.00pm and 8.00pm.


If you are delayed, please call us on 01967 402222 to let us know your expected time of arrival.


Departure

Please vacate your room by 10.00am on the day of departure.


Non-availability of Accommodation

We would only cancel your reservation if your accommodation were unavailable for reasons beyond our control. We would however give you as much notice as possible and attempt to offer you alternative accommodation. If this was not possible, or was unacceptable to you, then we would refund all monies paid by you for the visit. Our liability would not extend beyond this refund.


Damages and Breakages

We want to ensure that all our guests find everything in good working order. Therefore, we ask that any damage or breakage be reported immediately to ensure we can replace or repair the item as soon as possible. It is with regret that, where damage or breakage has taken place, we will ask you pay for this (minor breakages, reasonable wear and tear accepted).


Incidence of Suspected COVID-19

If a guest shows symptoms or is asymptomatic and declares the need to self isolate, if they can travel safely, we will ask them to return home to self isolate according to current government guidelines and the advice of NHS Inform.


Full disinfection of the rest of the property will take place while the guest’s room will be left unoccupied for 72 hours before full cleaning and disinfection takes place.


If a guest has acute symptoms, has breathing difficulties or their life is at potential risk, we will help them seek medical help immediately. Should they need to remain isolated in one of our guest rooms, a charge of the full rate minus 10% will be made.


If one of our household members shows symptoms, they will be isolated immediately and all guests informed.


In any of the above situations, we will refer to NHS Inform for further advice on what action to take.


Liability

We do not accept any liability for any damage, loss or injury to any member of your party or any vehicles or possessions, unless proven to be caused by a negligent act by ourselves or contractors whilst acting in the course of employment.


Despite all the special measures we are putting in place to protect our guests, our household and our community, it is still possible that one among these groups may come into contact with and/or contract a communicable disease, including COVID-19, even if they follow all the steps in the risk assessment we have made. The manager of Otterburn B&B is not responsible for any injuries or disease under such circumstances.


Privacy Policy

We are committed to ensuring that your privacy is protected. Unless you have told us that you do not wish us to do so, we may retain your contact details on our database. These details will not be shared with any other parties. Occasionally, we may send you special offers or other information which we think you may find interesting using the email address which you have provided.


If you do not wish us to retain your contact details for the above purpose, please let us know at the time of booking.


Please note that, according with government guidelines, we will be capturing appropriate contact details to facilitate NHS Scotland Test & Protect for COVID-19 which works by identifying who has the virus and who they have had close, recent contact with to break chains of infection and stop the spread.