A message to our guests and friends from The Owners
We look forward to welcoming you to The Dunstane Houses
We are ready when you are….
I really hope everyone has managed to stay safe and well during this extremely testing period. Life has changed for us all over the past few year and we, like you, have been doing our best to navigate the new ‘norm’.
We have worked tirelessly to develop a programme to keep you, our guests, many who have become our friends, and our team members as safe as we possibly can. We have built our business on caring about people and never has this been more important than right now as we endeavour to reassure guests and staff of our ongoing commitment to their safety, comfort, and wellbeing.
We have worked closely with the local authorities in order to apply their safety guidelines and, following expert advice, we at The Dunstane Houses have developed and implemented our own safety programme.
We are fully committed to doing our very best for you, it is what we are known for and whilst these strange times dictate social distancing, know that our warmth and hospitality will surround you as always. Please make your reservation with The Dunstane Houses knowing that you are in dedicated, caring, and responsible hands. To our old friends that we have missed over recent months and to our new friends whom we have not yet met, we are so looking forward to welcoming you back.
Our primary concern being the wellbeing of guests and staff, we also understand that flexibility in travel is of the upmost importance. We have reviewed our booking policies in order to encourage guests to plan ahead and dissipate any concerns and uncertainties they may have.
We really cannot wait to see you all and whilst, of course, observing our safety measures, aim to create the same fun atmosphere and warm welcome that we have always hoped to deliver.
On behalf of all our team, we would like to thank you for all the countless messages of support and the patience that you have shown us during this challenging time.
Shirley & Derek Mowat
Health and Safety Measures
The situation relating to the virus is continually evolving as more becomes known about it. We continue to monitor developments and adjust our policies accordingly. We are following all government guidelines and working on best practice measures within the hotel. At the Dunstane Houses, we have consulted experts in the field and have developed our own policies and implemented our own safety programme going above and beyond what is required.
We firmly believe this needs to be a joint effort between our team and our guests, so we urge you to please play your part in keeping everyone safe. In return, we will be doing the same for you. Importantly, we will not be allowing any of our team members displaying symptoms inside our houses and we would ask you to exercise the same cautionary approach. All guests will be asked to check their temperature on the day prior to arrival with us.
All employees will receive training on the new policies before the hotel opens and this will be ongoing thereafter. This will include interaction with guests and welcome procedures. We will also temperature-check all staff members on arrival each day and any showing any Covid-19 symptoms will be asked to remain at home. We will make sure that all our team, suppliers and partners are fully aware of our commitments and ask them to comply with our procedures to ensure the safety of our staff and guests.
We will supply all necessary PPE as required, specifically to kitchen and housekeeping teams. Our team front of house will also wear masks.
Guests who are unable to take their own bags to the room, the Dunstane team will take care of all luggage arriving at the hotel and will be safely and professionally sanitised before being delivered to the room.
All hotel rooms will be meticulously cleaned and sanitised, using professionally certified products effective against Covid-19 and each room will be thoroughly disinfected after each departure. There will be significantly increased time for our housekeeping team to completely prepare your room for arrival and maximum possible time between one guest leaving and the next arriving.
You can opt-out of our daily housekeeping, meaning that our team will not enter your room once you have taken residence and we are removing turndown service for the time being.
Enhanced cleaning and disinfection procedures will be implemented in all public areas and dedicated team members will sanitise all surfaces and touchpoints on a regular basis throughout the day. The same vigorous cleaning and disinfection procedures will be applied to our staff areas and back of house areas.
Hand sanitisers will be made available to all guests at every possible opportunity should you wish to use them. We also kindly ask our guests to wear a face mask at all times outside of their room and when not sat at a table.
We love that our listed buildings are historic, quirky and a bit different, but this can make it difficult to implement hard and fast rules. We will ask our guests to please use common sense and be responsible for your own physical distancing during your stay when moving around the hotel for the wellbeing of both you, other guests and the team. We will be asking the team to do the same for you. Social distancing will be observed in all public areas as required by local regulations. This will include our food and beverage areas.
Food and Drink
Our famous Dunstane Breakfast will be served at guests’ tables, in your room or out on the terrace as you wish.
Non-Residents must book a table with us in advance and we will keep a log of all guest details for a period.
We have made adjustments so that tables will be positioned the required distance apart in all our restaurants, in line with the latest government guidelines.
Hand sanitiser will be available throughout these areas.
Keeping you in the know
We will continue to be honest, transparent, and upfront with you – updating and sharing information with you as soon as possible.
As we hear the latest Government directives, we will update all our pre-arrival email communications to provide additional information relating to health and hygiene.
All guests will be contacted in advance of their reservation to confirm the details of their stay and to clarify the procedures that we have put in place at that hotel ahead of their arrival. We will require full address, car registration and arrival time. We will prefer if payment for room was paid in full at this time. (Cash will be accepted on check out but to be avoided where possible) and should you require an invoice we will email this to you on departure.
Our pre-arrival questionnaires allow you to choose how and when you wish your room to be cleaned over the course of your stay.
Our reservations team will be equipped with all information regarding your stay at The Dunstane Houses and will be able to answer questions that you might have.
Reservation and Cancellation Policy
We will offer maximum flexibility in relation to modification or cancellation of bookings at The Dunstane Houses.
From 1 January 2022, the fully flexible direct bookings can be cancelled or transferred up to 3 days prior to arrival with no charge. All package breaks carry a 7 day cancellation policy. Any cancellations or amendments within 3/7 days will result in our retaining the total cost of stay. Advance Purchase Rates will require full payment on booking and is usually non-refundable or transferable.
During the entire month of August and on peak dates such as the Royal Highland Show, Rugby dates and for all offers, direct bookings will remain fully flexible and can be cancelled or transferred up to 7 days prior to arrival with no charge. After this time, cancellations and no-shows will incur a full-stay charge.
Over Christmas and Hogmanay, direct booking will be cancellable and modifiable, free of charge, up to 16th November. Cancellations and no-shows after this time will inquire a full-stay charge.
Gift vouchers issued during Covid to our guests will no no longer be able to be extended past 23rd December 2021 as we are open for travel now and there should be no issues getting to us. We will continue to issue vouchers for positive PCR tests however we reserve the right to ask for proof in these cases.
We will do our utmost to provide a safe and enjoyable stay at The Dunstane Houses and deliver our usual standard of welcome and high level of service despite the restrictions.
We hope we will be able to welcome you to our home in the very near future. We are ready when you are…