Dogs: well behaved dogs are very welcome and, as previously mentioned, we don't make any extra charges. However, in the unlikely event of any soilage or damage, the owners will be held responsible for the cost of cleaning or repair. We do ask that dogs are not allowed on the furniture.
Arrival: check in is available from 3:00pm onwards on the day of your arrival but we would ask that you telephone us in advance if you are experiencing any delays or travel disruptions. Please note that we do not accept check ins after 8pm and rooms must be vacated by 10am on the day of departure.
Smoking: smoking is not permitted anywhere within the property. If guests do smoke in their rooms they will be charged £100 to cover the cost of extra cleaning and the fact that we will be unable to sell the room the following night. Smoking areas are provided outside, to the front of property, and in the rear garden.
Deposits: any deposit taken to secure a booking is non-refundable unless under exceptional circumstances, to be left to our discretion.
Cancellations or No Shows: if guests do not arrive, or if less than 24 hours notice is given to cancel a booking, the full cost of your booking will be charged.
Insurance: we strongly recommend you take out travel insurance to cover any costs in the unlikely event you have to cancel your holiday.
What Information We Collect About You:
When you make a booking with us we collect the name of the person booking along with their home address, email address and telephone number. We also collect a debit or credit card number to take a payment of the required deposit. Upon arrival, we confirm the name of the person staying with us via our registration forms, a contact telephone number and nationality - this is for legal reasons.
How We Use Personal Information:
Your home address is used as part of the card payment processing to validate the card. Your email address is used to send you confirmation of the booking and details on how to find us, along with other information you may find useful for your stay. If you allow us to do so, we keep email addresses to inform you of future events, special offers and updates. This information is only kept if you agree via confirmation on your registration form. We will not use your telephone number to contact you unless it is for an emergency and/or we are unable to contact you by email.
How We Store Your Information:
If you make an online booking, the personal and debit/credit card data you supply us as part of the booking process is stored securely on a third party system. Only Castleneuk Guest House has access to this information by way of passwords. If you make a booking by telephone, or in person, the personal and credit/debit card data is securely locked away and not accessed by anyone except us.
We will never share your information with any third party unless there is a legal reason for doing so; your personal information will be kept on file for as long as is legally required and then destroyed, unless you inform us otherwise. Should you have signed up to receive communications from us and no longer wish to do so, you can have your details removed from our mailing list by way of sending an email, letter or by a telephone request.