Terms & Conditions
These are the terms and conditions that apply when you reserve a room at the Kilbirnie Hotel.
You will be asked to confirm your acceptance of these terms and conditions when you make a reservation.
We reserve the right to amend these terms and conditions at any time and you should therefore check them each time you make a reservation. The terms and conditions applying to your reservation will be those in place on the date that you make your reservation.
Additional terms apply to your use of our digital channels whether or not you make a reservation through them. These are published on the relevant digital channel.
You must be at least 18 years old to make a reservation. Children under 18 are not permitted to stay at the Kilbirnie hotel unless a parent or guardian is also staying at the hotel. We reserve the right to request valid photographic proof of identity and age, so please bring this with you otherwise where requested you will not be permitted to stay.
You will need to provide your credit or debit card details to secure your reservation. We accept Visa and MasterCard.
Please check that the details of your reservation are complete and accurate before you confirm your reservation. We will not be liable for any delay or non-performance if you provide us with incorrect information.
We will confirm our acceptance of your reservation by sending you an email to the email address that you provide during the reservation process. The contract between us for the provision of your room and any additional services added to your reservation will be formed when you receive this email confirmation from us.
If you think that there is a mistake on your reservation or if you require any changes to a confirmed reservation, please contact us to discuss. For more information on cancellation, please see Cancellation section below.
3. Group reservations
For bookings of 5 or more rooms, call our Hotel team on 01637 875155. Lines are open Monday – Friday 9am – 5pm. Calls are charged at the national rate.
The prices shown online are for bookings of up to 4 rooms. Room rates may be different for group bookings depending on the number of rooms booked.
4. Room prices
At the Kilbirnie Hotel we adopt dynamic pricing, meaning the price of our rooms fluctuate based on demand. When you make a reservation request, we will give you a total price for the rooms and number of nights you have requested. The price you pay is the price quoted to you at the time you make your reservation.
Room prices are per room, per night and are inclusive of VAT at the applicable rate at the time of your reservation. If the rate of VAT changes between the date of your reservation and the date of your stay, we may adjust the rate of VAT but the price you pay will remain the same.
Meals and other extras are not included in the room price, but you may be able to add them to your reservation during the booking process or they may be available to you during your stay. You may pay for breakfast and selected extras at the same time as paying for your room. If you have breakfast and selected extras as part of your reservation and the rate of VAT changes between the date of your reservation and the date of your stay, we may adjust the rate of VAT, but the price you pay will remain the same. All other meals and extras must be paid for separately.
The maximum room occupancy is specified for each room type. You must not exceed the maximum occupancy for the room allocated to you. We reserve the right to conduct checks on occupancy. Occupancy is not transferable.
At the Kilbirnie hotel we have dedicated Family rooms which can accommodate families of two adults and one child to a family of two adults and 4 children.
Bed set up:
• Single room: one single bed
• Double room: one double bed
• Twin room: two single beds
• Triple rooms: one king size bed and one single bed or three single beds
• Family of 4: One king size bed and one double base with a single bunk bed
• Family of 5: One king size bed and one bunk bed with double base
• Family of 6 One king size bed, one bunk bed with double base and one additional single bed.
All rooms are subject to availability.
6. Children Policy
Children of any age are allowed with accompanied adults.
Children up to and including 2 years old stay for free.
A charge of GBP 10.00 per stay will apply when requesting an hotel cot to be set up.
Folding beds are not available
The Kilbirnie hotel has one room which is specially adapted for customers with disabilities. For more information, please call our reception team on 01637 875155
8. Leisure Facilities
Hotel leisure facilities include indoor heated pool, sauna, outdoor pool, and fitness studio. All facilities are included in the room rate and are available for our guests from 7:30am till 9:00pm.
9. Hotel Parking
A limited number of parking bays are available on site and costs GBP 5 per day. Unfortunately, we are unable to reserve these in advance and will be allocated on a first come first served basis. We have 2 Disabled parking Bays at no cost for Blue Badge holders which again, will be allocated on a first come first served basis. Parking charges will still be applicable for blue badge holders parking anywhere other than the two designated disabled bays. Alternatively, there is on street parking nearby.
10. Lost Property
The Kilbirnie Hotel accept no liability for lost, damaged, or stolen personal items at the premises.
The Kilbirnie Hotel keeps detailed records of all ‘found’ items, if an item is left in the hotel’s guest room after the guest has checked-out, we will place it in our Lost & Found safety box. On the guest request we will send items back at the owner’s expense. Any items in the Lost & Found, which are not claimed within ninety (90) days, will be donated to a local charity or discarded.
11. Housekeeping Service
We provide housekeeping services everyday between the hours of 9:00 to 15:00. If a “Do not disturb” hanger is placed on your door, your room will be cleaned the next day. If you need anything after 15:00, please ask at Reception.
12. Special requests
Although the Kilbirnie hotel will try to accommodate special requests, these are subject to availability.
Meals are not included in the room price.
You may add breakfast and/or dinner when you make your reservation.
The Dinner Bed & Breakfast rate shown is for adults only and includes a three-course evening meal. A Children’s menu is available at the restaurant and any child’s meal cost can be added to the guest bill at the time of dining.
14. Paying for your room
All reservations require the full cost of the stay to be paid two days prior to arrival. Our system will securely store your card details at the time of booking and automatically charge the card for the full cost of your stay, usually before 2pm two days before your arrival.
Payment may be made by cash (with proof of identification), credit/debit card (Visa and MasterCard). We do not accept cheques.
Your right to cancel
All room bookings may be cancelled before 2pm United Kingdom (UK) time two days prior to the arrival date. If you cancel your reservation before 2pm two days prior to arrival day and have paid for the room in advance by debit/credit card, a full refund will be processed to the same debit/credit card, normally before 9am the next working day though it may take a few days for the funds to reach your account. A cancellation reference will be given and should be retained as proof of cancellation.
After the cancellation period, the whole reservation becomes fully non-refundable including any associated meals and/or additional extras. Such cancellation charges are to compensate the hotel for the late cancellation and is not for any service. A cancellation reference will be given and should be retained as proof of cancellation.
If you decide to shorten your stay you must inform reception by 10:30 am UK time on the day you wish to check out. Otherwise, you will be charged a cancellation charge equivalent to one night’s total accommodation per room booked, as well as any meals and other extras booked for that day. Such cancellation charges are to compensate the hotel for the late cancellation and is not for any service.
If a reservation is made after 2pm (UK time) two days before the day of arrival, then the reservation is non-refundable as are the cost of any meals and other extras booked.
Failure to arrive at the Hotel on the day of your reservation will be classed as ‘No Show’ and the whole reservation becomes fully non-refundable including any associated meals and/or additional extras. Such “No Show” charges are to compensate the hotel for the loos of revenue and is not for any service.
Our right to cancel
We may cancel your reservation at any time with immediate effect by giving you written notice (which includes email) if:
• you do not pay us when you are required to do so; or
• you break the contract between us in any way.
If we cancel your reservation where you are at fault, we reserve our legal rights in respect of your breach of contract. Where your stay had/has not yet commenced, the total payment made or to be made by you for such room shall be deemed a cancellation charge and is not for any service.
Events outside of our control
We may also cancel your reservation if an event outside of our control (including industrial action, explosion, outbreak of disease, health and safety issues, fire, flooding, and failure of power and/or water supplies or emergency evacuation) means that we are unable to make your room available to you. In this case we will contact you to let you know as soon as possible and:
*If you have already paid for your room, we will refund your payment to you;
**If you have not yet paid for your room, you will not have to make any payment to us.
Save as set out above, we will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations that is caused by an event outside of our control. This does not affect your statutory rights.
16. Process for making a complaint
Should you have any cause for complaint during your stay, we request that you advise a member of our management team at the Hotel as soon as possible, to allow them the opportunity to deal with the issue while you are in-house.
If you did not raise the matter at the hotel during your stay or were unable to do so, you can contact us via telephone on 01637 875155 or via e-mail to: Info@kilbirniehotel.co.uk
If your room was booked as part of a group booking, the person who made the reservation on behalf of the group must be the person to contact us. If your room was booked through a tour operator, please contact the tour operator to raise the matter.
17. Arrival and departure
Rooms are available from 3pm on the arrival date. Please let us know if you are likely to arrive after 10pm.
Guests will be asked to provide proof of identity and nationality upon check-in. Overseas guests, excluding Republic of Ireland and Commonwealth citizens, will be asked to complete a registration form and provide their identity card / passport details. Acceptable forms of identification are: a passport, driving licence or ID card.
Rooms must be vacated by 10:3am on the day of departure. Failure to leave your room by this time may result in a late check-out charge.
18. Expectations of our guests
You must not:
• Smoke anywhere inside the Kilbirnie hotel premises. This includes the smoking of e-cigarettes. Permitted smoking areas will be identified on site. Smoking on premises outside of the designated smoking area will result in a £200 charge to the card used to make the reservation.
• Cause any health and safety hazard to any of our team members or any of our other guests.
• Bring any potentially dangerous or hazardous materials or equipment onto hotel premises.
• Use any electrical appliances that may set off the fire alarm system, such as toasters, mini cookers or portable grills.
• Tamper with any fire alarms or emergency equipment.
• Utilise hotel rooms to store items (personal or otherwise) which could in the sole opinion of the property manager cause damage to the room, or be a risk to the health and safety of staff or property.
• Prevent hotel management, housekeeping and/or maintenance staff from access to your room(s) as and when required, with housekeeping permitted full access at least once every two days.
• Remove, damage or destroy any hotel property.
• Use any of the technology provided by hotel to download or access any unlawful or obscene material; or cause unreasonable disturbance to our other guests or any staff.
• We operate a zero tolerance policy where drugs are concerned and all incidents will be reported to the Police.
• We reserve the right to refuse entry to any guest who shows aggressive behaviour toward any of our staff or other guests of the Hotel and where necessary the Police will be called to remove any person or persons showing such behaviour.
COVID-19 (also referred to as Coronavirus): you must immediately notify us to the extent you or anyone staying with you (or on your reservation) is (i) self-isolating or (ii) should be self-isolating pursuant to Government guidelines. In any event, The Kilbirnie reserves the right to cancel any reservations (before or during the stay) to the extent it is for self-isolation.
If you or your group cause damage or loss of any kind to the hotel, other guests or their property, you (as the person making the booking) will be responsible for that damage or loss and you shall be liable to pay to the Kilbirnie hotel on demand the amount required to make good or remedy such damage or loss.
You and the members of your group must not resell or transfer your reservation (or any part of it) nor advertise, market or otherwise offer any Kilbirnie room for sale either on its own or as part of a combined offer. The Kilbirnie hotel will not honour any reservations made in this way and does not accept any liability for doing so. If you are a Tour Operator and wish to book rooms at the Kilbirnie hotel, you should contact email@example.com
If you or your group cause damage to the hotel, other guests or their property, or otherwise breach any of these terms and conditions, the Kilbirnie Hotel reserves the right to:
• Cancel your reservation with immediate effect and (if appropriate) eject you from hotel premises.
• Cancel key cards
• Restrict access to the hotel
• Remove your items from the room and hotel, disposing of such items (at no cost and no liability) to a local charity to the extent such items are not collected from us within 7 days of removal
• Retain all sums paid by you and/or charge you the full amount of your reservation; and/or
• Refuse future reservations from you and/or refuse you entry or accommodation at any of our hotels.
• The Kilbirnie hotel will not be liable for any refund or compensation in such circumstances.
The Kilbirnie hotel reserves the right to decline or cancel reservations made and stays in progress by those who have previously breached these terms and conditions (as may be updated from time to time), whether the reservation is in that name or not.
CCTV is in operation at the property, this includes public areas such as the Lounge/Ballroom, Corridors, Leisure facilities, Bar and Restaurant as well as the Hotel car park. This is to increase the safety of our guests and hotel staff.
WiFi is available in all areas and is free of charge.
We reserve the right to:
• change your room allocation at any point during your stay for any reason; or
• cancel any booking(s) due to health and safety concerns or full or partial closure of the hotel. In the event we have to cancel your booking(s) we will attempt to notify you in advance and a full refund will be processed to the same debit/credit card, though it may take a few days for the funds to reach your account.
20. Your information
We keep your personal data safe and secure. Similar to other commercial websites, this website and the System utilises a standard technology called cookies and web server logs to collect information about how the website and/or the System is used and how to improve them. Further details can be found in our Cookie Notice. By providing information about you and your booking group (as outlined in the Privacy Notice) when making a reservation, you consent (on your behalf and on behalf of each member of your group) to such processing and you warrant that all information provided by you is accurate.
21. The contract
This contract formed when we confirm your reservation is between you and us. No other person shall have any rights to enforce any of its terms, whether under the Contracts (Rights of Third Parties Act) 1999 or otherwise.
22. Your rights
If you are a non-business customer you have certain rights under consumer protection legislation. Nothing in these terms and conditions is intended to affect those rights.
We accept liability for death and personal injury arising from our negligence or that of our employees and agents. We do not seek to exclude our liability for fraudulent misrepresentation by us or our employees or agents.
We do not accept liability for failure to meet any of our obligations where such failure is due to events beyond our reasonable control.
If we breach these terms and conditions for reasons within our control, we shall only be liable for losses that are direct losses and a reasonably foreseeable consequence of such breach.
Save as prohibited by applicable law, we shall not be liable whether in contract, tort (including negligence) or for breach of statutory duty, or in any other way, for any indirect or consequential losses including:
• loss of income, sales or revenue;
• loss of business;
• business interruption;
• loss of profits or contracts;
• loss of anticipated savings;
• loss of data;
• loss of reputation and/or goodwill; or
• wasted management or office time.
Where we are liable to you (save as prohibited by applicable law) our maximum liability to you whether in contract, tort (including negligence) or for breach of statutory duty shall in no event exceed the price of your reservation unless the Hotel Proprietor’s Act 1956 applies, in which case our liability will be limited to the maximum prescribed under that Act.
23. Contact us
If you require further information or have any questions regarding these terms and conditions, then please call the hotel directly on 01637 875155