Putting Matters Right - Our Promise at Eddrachilles Hotel
We always strive to give consistent good service and to provide accommodation to the standards we have described including fully meeting the standards of Visit Scotland’s three star quality assurance accreditation. However, occasionally things may go wrong and we respectfully request your assistance in allowing us to put such matters right. This does not affect your statutory rights.
We would ask that you bring any matter of concern or poor service timeously to the attention of our staff or directly to the owners. At least one owner, Fiona or RIchard Trevor,, is usually available through the office by reception. If you prefer to email info@eddrachilles.com that will be read by the owners.
We fully understand the frustration and inconvenience that any failure in our hospitality may cause.. Nonetheless, we expect our staff to be treated with appropriate respect when a guest is reporting an issue. We do not tolerate bullying or threatening language or behaviours towards our staff in any circumstances, including these.
If there is an issue with food or beverages served to you, please report the problem to your server as soon as practical and they will ensure that the dish or drink is replaced or, if you prefer, an alternative choice from the menu that it is cooked for you at no extra charge. You - and your fellow diners, will be offered a complimentary drink while you wait. The owners may also and entirely at their discretion discount part of your invoice.
If you feel that there has been an unreasonable delay in service of food or beverages, please speak to your server or directly to the owners at the time of service. We will investigate and do all that we can to improve the situation. This may involve discounting your bill at our discretion.
If there is a problem with any aspect of your bedroom or ensuite, please report it to the office as soon as practical and we will do what we can to make it right. You may be offered alternative accommodation if it is available. We will discount your invoice if you are moved to accommodation with a lower tariff and we will absorb the costs of any upgrade in this circumstance. . Providing we are told promptly of the problem and offered an opportunity to improve the situation, we may discount your bill at our discretion.
Please note, that If the damage or problem has been caused by you or anyone in your party including minors, you may be liable for the costs of the repair or replacement.
If there is a power failure to the hotel, or any other utility failure during your stay, we will do our very best to continue to provide the best service we can in the circumstances. If we have to close the restaurant or cannot offer the advertised menu as a result, we will inform you of the charges for the alternative or make the service complimentary for resident guests. If the failure impacts adversely upon stay for more than 4 hours between 0600 and 2355 we will consider discounts to your accommodation invoice. Such failures are very rare..
On departure we will ask you if you have enjoyed your stay when settling your invoice. This is a another opportunity to raise any issues with us, although it may be too late to remedy them for your stay. We are unlikely to offer discounts for food and beverage problems which were not raised at the time of service but the owners will consider any complaints fully and contact you after your departure with the results of any investigation.
You will also receive a follow up email (if you booked directly with us) within three days of departure. This includes an invitation to outline anything which you think could be improved in general or in detail or to share any concerns that perhaps you were disinclined to mention face-to-face. We will consider all feedback and fully investigate any complaints, including in the most serious cases, considering refunding part of your payment at our discretion. We will email details of our investigations and follow up to you.
We understand that many guests like to post reviews on third party sites.. We welcome fair and honest feedback, good or bad. We frequently exercise our right of reply to thank reviewers or explain our perspective as appropriate.. .However, unless we have been made aware promptly of the issue during your stay or by the follow up methods described above, and thereby given reasonable opportunity to put matters right, we are unlikely to consider discretionary compensation as part of our response to a bad review. We also reserve the right to report any guests, including their email details, to the hosts of review sites if a bad review is threatened in order to extort a discount at any point.