The Open Arms Hotel

Room Booking & Payment Policies

Payment Terms

Direct Room Bookings

Full payment is required at the time of booking for all direct room reservations.

Payment can be made:

Online through our website
By telephone
Via a secure payment link provided by the hotel

We do not accept cash at the hotel

Single Occupancy

A £20 reduction will be applied to the standard nightly room rate for single occupancy, subject to availability.

Gift Vouchers

Room reservations made using a gift voucher are subject to the same cancellation and amendment terms as all other room bookings.

Dinner, Bed & Breakfast Packages

Dinner, Bed & Breakfast (DBB) packages can be booked online through our website or directly with the hotel by calling

DBB packages include:

Overnight accommodation
Breakfast
A three-course dinner at £40 per adult

Children’s Dinner

Children’s dinner is charged at £15 per child and includes a choice of three courses from the children’s menu.

Dinner must be booked as part of the Dinner, Bed & Breakfast package in advance and is not available at point of check-in.

All rooms are sold on a Bed & Breakfast basis as standard, unless a Dinner, Bed & Breakfast package has been specifically selected.

Cancellation & Amendment Policy

14 days or more prior to check-in (by 4:00 PM GMT): Full refund

Within 14 days of check-in (by 4:00 PM GMT): The reservation is 100% non-refundable

Excluded Dates – Strictly Non-Refundable & Non Transferable

Reservations covering the following dates or events are strictly non-refundable and non transferable from the time of booking, regardless of how far in advance a cancellation is made:

The Open Championship
The Scottish Open
Christmas Eve, Christmas Day and Boxing Day
New Year’s Eve and New Year’s Day
Easter Weekend – Good Friday through Easter Monday

These reservations are excluded from our standard cancellation and refund policy.

In the event of a cancellation, requested amendment, non-arrival or early departure, the full booking value remains payable and no refund or credit will be provided.

Third-Party Bookings

Reservations made through third-party booking platforms are subject to the payment, cancellation, amendment and refund terms selected and agreed to at the time of booking through that platform. All correspondence relating to a third-party reservation must be made through the platform used to make the original booking. This includes requests regarding:

Cancellations
Date changes
Amendments
Refunds
Payment queries
Changes to guest or booking details

Guests should use the messaging and customer-service facilities provided by the relevant booking platform, rather than contacting the hotel directly regarding changes to the reservation.

The third-party platform is responsible for administering the reservation in accordance with the rate and booking terms selected.

The Open Arms Hotel cannot override or alter the terms of a rate purchased through a third-party platform and cannot process amendments or cancellations outside the platform through which the reservation was made.

Guests are responsible for reviewing the individual booking, payment and cancellation conditions before completing their reservation.

For greater flexibility and direct communication with the hotel, we recommend booking directly with The Open Arms Hotel.

By making a reservation and/or checking in at The Open Arms Hotel, guests acknowledge and accept the booking, payment, cancellation and guest charge terms applicable to their stay.

Guest Charges & Card Security

A valid payment card must be provided at check-in for each room. A £100 pre-authorisation will be placed on the card to cover any additional charges during the stay and released at check-out.

All food, drink and other purchases charged to a guest’s room must be signed for by the guest.

Any outstanding signed room charges will be settled using the payment card secured at check-in.

Guests are responsible for reviewing and signing their bills during their stay and ensuring that all outstanding charges are settled.

Room Extras

Additional Z Beds

Additional beds are charged at £36 per person or child per night. 2 Zed beds max per room and subject to availability.

Dogs

Dog-friendly rooms are subject to availability and an additional charge of £20 per night. Max 2 dogs per room

Late Check-Out

Late check-out may be available upon request, subject to availability, and is charged at £30 per room.

Lost Room Cards

A £20 replacement charge applies to lost room cards.

Guest Laundry Service

Guest laundry services are available upon request; a laundry price list is provided in your room.

Laundry charges will be added to your room account and charged at check-out using the payment card secured at check-in.

Please check garment care labels before submitting items for laundering and advise Reception of any delicate, specialist, valuable or dry-clean-only items.

The hotel reserves the right to decline items requiring specialist cleaning or items considered unsuitable for our laundry service.

We will take reasonable care when handling guests’ clothing. However, the hotel cannot accept responsibility for pre-existing damage, colour loss, shrinkage or deterioration resulting from the garment’s condition or care instructions, except where caused by the hotel’s negligence.

Any loss or damage should be reported to Reception as soon as possible so that it can be investigated.

Events & Private Room Hire

Terms & Conditions

Room Hire Charges

Garden Room – £100
15–50 people seated | Up to 70 standing

Library – £50
10–16 people

Lilac Room – £25
2–10 people

Fireside Room – £25
2–12 people

The applicable room hire charge acts as your non-refundable deposit.

No booking is confirmed and no event date is secured until the deposit has been received.

Deposits must be paid within 72 hours of the provisional booking being made. If payment is not received within this time, The Open Arms Hotel reserves the right to release the date and room.

Room Hire Period

Private rooms are hired for a maximum period of five (5) hours.

Any extension beyond the five-hour hire period must be agreed with The Open Arms Hotel in advance and charged at the room hire rate per hour.

Additional time is subject to availability and may incur an additional charge.

Pre-Orders & Event Details

Four (4) weeks before the event, we require:

Provisional meal selections / pre-orders
Proposed event timings
Guest names
Table plan

Fourteen (14) days before the event, the following must be finalised:

Final guest numbers
Final meal selections
All dietary requirements and allergy information
Final event timings
Final table plan

The guest numbers confirmed at the 14-day deadline will be treated as the guaranteed minimum attendance and will form the basis of the final food charge.

Any reduction in guest numbers after this deadline will not reduce the amount payable.

Any increase in guest numbers after this point will be subject to availability and charged accordingly.

Guests who do not attend on the day (no-shows) will be charged in full.

Payment Terms

Deposit

For events booked beyond 14 days: A non-refundable deposit equal to the applicable room hire charge is required to secure the booking.

Food

Fourteen (14) days before the event, 50% of the total food cost is payable, based on the confirmed guest numbers at that time.

This payment is non-refundable.

The remaining food balance is payable on the day of the event.

Any reduction in guest numbers after the 14-day deadline will not result in a reduction or refund of the amount payable for the confirmed number of guests.

Events Booked Within 14 Days

For any event or private room booking made within 14 days of the event date, the following payments are required at the time of booking:

The full applicable room hire charge, which acts as the non-refundable booking deposit; and
50% of the total food cost, based on the confirmed number of guests.

The booking will not be confirmed and the room/date will not be secured until these payments have been received.

The remaining food balance is payable on the day of the event, together with any drinks and additional charges incurred.

The confirmed guest numbers provided at the time of booking will form the guaranteed minimum number for charging purposes. Any increase in numbers will be subject to availability and charged accordingly

Drinks & Bar Account

All drinks are payable on the night of the event.

A valid payment card will be securely held/pre-authorised by the hotel to cover the bar bill and any additional charges incurred during the event.

Any outstanding bar balance and additional charges must be settled in full at the end of the event.

Service Charge & VAT

All quoted prices include VAT.

A 10% service charge will be applied to the final food and beverage bill.

Cancellation Policy

Cancellations are permitted up to 14 working days before the event. (5pm deadline)

All cancellations must be made by email to The Open Arms Hotel. The cancellation will take effect from the date and time the hotel receives the email.

The room hire deposit remains non-refundable in all circumstances. For cancellations received less than 14 working days before the event, the 50% food payment will be retained, and no refund will be provided.

Any third-party supplier costs already incurred or committed by the hotel will also remain payable.

Amendments & Date Changes

Any changes to guest numbers, menu selections, timings, table plans or other event arrangements must be confirmed in writing and in advance.

Changes are subject to availability and may affect the final price.

Requests to change the event date must be made more than 14 days before the scheduled event and are subject to availability.

Event dates cannot be changed or transferred within 14 days of the event.

A request to move an event within this period will be treated as a cancellation of the original booking, and the applicable cancellation terms and charges will apply.

Reductions in guest numbers after the final confirmation deadline will not reduce the amount payable for the confirmed number.

Non-Transferable Bookings

Event bookings may not be transferred, assigned or resold to another person or organisation without the prior written agreement of The Open Arms Hotel.

Third-Party Costs

All third-party supplier costs incurred or committed by the hotel on behalf of the customer — including entertainment, equipment hire, decorations and externally provided services — are non-refundable once booked or confirmed.

Where third-party costs exceed payments already made, any outstanding committed costs will remain payable by the customer. By paying the deposit, the customer confirms that they have read and accepted The Open Arms Hotel Events & Private Room Hire Terms & Conditions.

Golf Tee Time Policy

Golf Tee Time Bookings

Golf tee times can only be requested and arranged by The Open Arms Hotel once a confirmed room reservation is in place.

Prior to an accommodation booking being confirmed, we are happy to provide indicative pricing, estimated availability and general golf information to assist guests with planning their stay.

However, the hotel will not request, reserve, hold or secure tee times with any golf course until the associated room reservation has been confirmed.

Once accommodation has been booked, we can proceed with tee-time requests on the guest’s behalf, subject to availability at the individual golf course.

Full payment is required to secure confirmed golf tee times. Once confirmed, golf bookings are strictly non-refundable and non-transferable.

Where The Open Arms Hotel arranges golf on behalf of guests, a 15% administration charge applies to the total tee-time cost, plus VAT on the administration charge where applicable.

Individual golf course terms and conditions will also apply.

Check-In & Check-Out

Check-In

Guest rooms are guaranteed to be available from 4:00pm on the day of arrival.

Guests are very welcome to arrive earlier, and luggage can be stored at the hotel free of charge.

Where possible, we will always endeavour to provide earlier access to rooms; however, early check-in cannot be guaranteed.

Guests expecting to arrive late should contact the hotel in advance so that appropriate check in arrangements can be made.

Check-Out

Check-out is by 10:00am on the day of departure.

Dog Policy

Dog-friendly bedrooms are available, please contact the hotel.

Dogs are permitted in:

The Lounge
The Glass Restaurant

Dogs are not permitted in other restaurant or private function areas unless specifically agreed by the hotel.

Dogs must be kept under control and on a lead in public areas.

Dogs must not be left unattended in bedrooms.

Dogs are not permitted on beds, bedding or hotel furniture.

Owners are responsible for any damage or excessive cleaning caused by their dog, and reasonable additional costs may be charged to the payment card secured at check-in.

If a dog causes persistent noise, disturbance or presents a risk to other guests, staff or animals, the hotel reserves the right to require the dog to be removed from the premises.

For further information, please contact our Reservations Team at info@openarmshotel.com.

Smoking & Vaping Policy

The Open Arms Hotel operates a strict no-smoking and no-vaping policy throughout the hotel.

Smoking and vaping are not permitted:

In guest bedrooms
Inside any area of the hotel
In the gardens immediately surrounding the Garden Rooms
Within the internal courtyard beside the function room

Where there is evidence that smoking or vaping has taken place in a bedroom, a £250 cleaning and reinstatement charge will apply. This charge may be made to the payment card secured at check-in.

Where smoking or vaping results in damage or reasonable cleaning/reinstatement costs exceeding £250, the guest may also be responsible for those additional costs.

Damage, Excessive Cleaning & Missing Property

Guests are responsible for treating hotel bedrooms, furnishings, equipment and other property with reasonable care.

Guests may be charged the reasonable cost of repairing or replacing hotel property that is damaged, broken or removed during their stay.

Additional charges may also apply where a bedroom or other hotel area requires cleaning significantly beyond normal housekeeping requirements.

This includes, but is not limited to:

Damage to furniture, fixtures or fittings
Missing hotel property
Excessive soiling
Damage caused by pets
Smoking or vaping
Deliberate or negligent damage

Where applicable, reasonable charges may be made to the payment card secured at check in.

Guest Conduct & Noise

We want all guests to enjoy a comfortable and relaxing stay.

Guests are expected to behave respectfully towards other guests, our neighbours and members of staff.

Excessive noise, threatening or abusive behaviour, harassment, deliberate damage or behaviour that significantly disrupts other guests will not be accepted.

Guests are particularly asked to keep noise to a reasonable level during the evening and overnight. Where behaviour causes serious or repeated disruption, the hotel reserves the right to ask the guest or visitors concerned to leave the premises.

Where a guest is required to leave because of their behaviour or a serious breach of hotel policy, no refund will normally be provided for unused accommodation or services, subject to the guest's statutory rights.

Guests remain responsible for damage and outstanding charges incurred during their stay.

Visitors & Non-Residents

Only registered guests may stay overnight in hotel bedrooms.

Visitors are welcome to meet resident guests in the hotel's public areas during normal opening hours.

Any person staying overnight must be registered with the hotel and any applicable accommodation or additional-person charge must be paid.

The hotel reserves the right to restrict access to bedrooms or other guest-only areas where necessary for the security, safety and comfort of guests and staff.

Registered guests are responsible for the conduct of visitors they invite onto the hotel premises.

Lost Property

Any property found following a guest's departure will be retained by the hotel for a reasonable period, after which unclaimed items may be disposed of or donated where appropriate.

Guests are responsible for contacting the hotel regarding lost property.

Where a guest asks for an item to be returned, the guest is responsible for the postage, courier and packaging costs, which must be paid before the item is sent.

The hotel cannot accept responsibility for items left behind by guests except where loss or damage results from the hotel's negligence or where liability cannot legally be excluded.

Parking

Complimentary private parking is available to hotel guests and customers, subject to availability.

Vehicles and their contents are left at the owner's risk.

The hotel cannot accept responsibility for loss, theft or damage to vehicles or their contents except where caused by the hotel's negligence or where liability cannot legally be excluded.

Vehicles must be parked responsibly and must not obstruct entrances, access routes, emergency exits or other vehicles.

Personal Belongings & Hotel Liability

Guests are responsible for taking reasonable care of their personal belongings during their stay.

The hotel cannot accept responsibility for loss, theft or damage to personal belongings except where caused by the hotel's negligence, breach of duty or where liability cannot legally be excluded or limited.

Guests should notify the hotel as soon as reasonably possible if property is lost or damaged during their stay.

Nothing in these terms is intended to exclude or restrict any statutory rights or liability that cannot legally be excluded or limited.

Children

Children are very welcome in our Restaurant/Bar and Lounge until 9:00pm each evening.

For the comfort and safety of all guests, children must remain supervised by a responsible adult at all times.

Cots

Cots are available free of charge, subject to availability and room suitability.

Cots must be requested in advance by emailing info@openarmshotel.com.

Dining

Dining and drinks are available in our Restaurant/Bar and Lounge for breakfast, lunch and dinner.

All-day dining is available.

Tables of 8 or More

For dining reservations of eight guests or more, a non-refundable deposit of £10 per person is required to secure the reservation.

The deposit will be credited towards the final bill on the day of your dining experience. If the booking is cancelled, the deposit is non-refundable.

Service Charge

A discretionary 10% service charge is added to food and beverage bills.

100% of the service charge is distributed amongst our team in recognition of their service.

Please note that menus displayed online may vary from the menus available at the hotel due to seasonality and availability.

CCTV

CCTV operates in and around areas of the hotel premises for security, safety and crime prevention purposes.

The operation of CCTV does not constitute acceptance of liability for loss, theft or damage. CCTV footage is handled in accordance with applicable data-protection requirements.

Weather & Circumstances Beyond Our Control

Where an event or booking is affected by severe weather, government restrictions or other circumstances beyond the reasonable control of either party, the circumstances will be reviewed on a case-by-case basis.

Where reasonably possible, we may offer to postpone or rearrange the booking rather than cancel it. Any refund, postponement or alternative arrangement will be considered in accordance with the applicable booking terms and the guest's statutory rights.

Payment

The Open Arms Hotel operates as a cashless hotel.

We accept:

Visa
Mastercard
American Express
Maestro

Cash is not accepted for payment of hotel, accommodation, dining or bar bills. Guests may, of course, leave cash gratuities directly for members of our team if they wish.

Bar & Drinks Opening Hours

Day	Bar Opens	Bar Closes
Monday	11:00am	11:00pm
Tuesday	11:00am	11:00pm
Wednesday	11:00am	11:00pm
Thursday	11:00am	11:00pm
Friday	11:00am	Midnight
Saturday	11:00am	Midnight
Sunday	11:00am	11:00pm

Opening and service times may be subject to change.

Modern Slavery Statement

This statement is made in relation to the Modern Slavery Act 2015 and sets out our commitment to preventing modern slavery and human trafficking within our business and supply chains.

The Open Arms Hotel is committed to acting ethically and with integrity in its business relationships. We seek to maintain appropriate practices and controls designed to prevent slavery and human trafficking within our operations and supply chains and expect suppliers and business partners to uphold appropriate standards.

General

All prices include VAT where applicable.

Nothing within these policies is intended to exclude or restrict a guest's statutory rights or any liability which cannot lawfully be excluded or limited.

Fig & Bell Ltd
Company No. SC849376
Trading as The Open Arms Hotel
01620 850 241
info@openarmshotel.com