01Booking and age requirements
You must be 18 years of age or over to make a booking and to stay at Eleven Royal Terrace unless accompanied by an adult.
We may ask for photographic identification on arrival. If you are unable to provide suitable identification when requested, we reserve the right to refuse check-in.
The person making the booking is responsible for the conduct of all guests included in the reservation, including any charges, damage, missing items or breaches of these terms.
02Private use of the property
Eleven Royal Terrace is a discreet private townhouse experience. Rooms and guest areas are provided for personal accommodation only, unless we have agreed otherwise in writing.
Commercial activity, paid photography, filming, interviews, product promotion, press activity, influencer content, private events, meetings, parties or any activity intended to generate profit or publicity must not take place without our prior written approval.
We reserve the right to refuse, cancel or terminate any stay where we reasonably believe the booking is being used for an unauthorised commercial, promotional or event purpose.
03Room rates and inclusions
The room rate confirmed at the time of booking will apply to your reservation.
Unless clearly stated in your booking confirmation, room rates do not include drinks, bar charges, additional food and beverage, private transfers, special requests, room upgrades, early check-in, late check-out, the Edinburgh Visitor Levy / City Tax, or any other extras, taxes, levies or charges payable separately.
All rates are quoted in pounds sterling and are inclusive of VAT where applicable, unless stated otherwise.
Prices may vary by date, room type, demand, availability and booking channel. Once your booking has been confirmed, the rate stated in your confirmation will apply unless you later amend your reservation.
04Edinburgh Visitor Levy / City Tax
Published room rates do not include the Edinburgh Visitor Levy, City Tax, or any equivalent local accommodation levy, tax or charge that may apply at the time of your stay.
Where such a levy, tax or charge applies, it will be calculated and charged in accordance with the rules, rates and exemptions set by the relevant local authority or governing body. The amount payable may depend on factors including, but not limited to, the date of stay, length of stay, room rate, number of guests, booking value and any applicable exemptions.
The levy, tax or charge will be added to your booking or charged separately, as required by the applicable scheme in force at the time of your stay. It is not a discretionary hotel charge and may be amended, introduced, suspended or replaced in line with changes to local legislation, regulation or official guidance.
05Special requests and room allocation
We will always do our best to accommodate special requests, including preferred room features, views, floors, arrival times or specific rooms. However, special requests are subject to availability and cannot be guaranteed unless we have confirmed them in writing.
Eleven Royal Terrace is a period Georgian townhouse. The building includes original features, stairs and individual room layouts. Guests with mobility requirements, accessibility needs or specific bedroom requirements should contact us before booking so we can advise on the most suitable options.
06Payment and card security
All bookings must be secured with a valid payment card at the time of booking.
By providing payment card details, you authorise us to charge the card in accordance with the rate type, cancellation policy and any additional charges incurred during your stay.
Payments are taken and processed through Mews B.V. and/or its authorised payment service providers. By making a booking or providing payment details, you acknowledge that payment information may be processed through Mews B.V. for the purpose of securing, charging, refunding or managing your reservation and any related charges.
We may pre-authorise your payment card before or during your stay to check validity and cover any incidental charges. A pre-authorisation is not a charge, but it may temporarily reduce the available balance on your card. Release times are controlled by your card issuer.
We reserve the right to cancel a booking if the payment card provided is invalid, declined, expired, reported lost or stolen, or cannot be authorised.
Full payment for accommodation, the Edinburgh Visitor Levy / City Tax where applicable, and any outstanding charges must be settled in accordance with your booking terms and no later than check-out.
07Rate types
Different rate types have different payment, cancellation and amendment rules. The rules shown at the time of booking and in your booking confirmation will apply.
Flexible Rate
Flexible Rate bookings are secured by card at the time of booking. Unless your booking confirmation states otherwise, Flexible Rate bookings may be cancelled or amended without charge up to 7 days before the scheduled date of arrival.
If you cancel or amend within 7 days of arrival, or if you do not arrive, the full value of the booking may be charged and will be non-refundable. We may charge the full value of a Flexible Rate booking to the card on file within 7 days of arrival.
Advance Purchase / Pay Now Rate
Advance Purchase or Pay Now bookings are charged in full at the time of booking. These bookings are non-refundable and non-transferable. They cannot be cancelled, refunded or amended unless we expressly agree otherwise in writing.
If you are unsure whether your plans may change, we recommend booking a Flexible Rate or arranging suitable travel insurance.
Promotional, package and offer rates
Promotional rates, packages and special offers may be subject to additional terms. These will be shown at the time of booking. Where a package includes food, drink, experiences or other extras, unused elements are not transferable, refundable or exchangeable for cash unless stated otherwise.
08Group bookings and exclusive use
A booking of 5 or more rooms may be treated as a group booking. Group bookings, exclusive-use bookings, event-related bookings and bookings made under a separate proposal or contract may be subject to different payment, cancellation and amendment terms.
Unless agreed otherwise in writing, group bookings require full pre-payment and are non-refundable and non-amendable. We reserve the right to issue separate terms for group bookings, exclusive use, media bookings or private events.
09Amendments and cancellations
Any amendment or cancellation must be made in writing directly with us, unless you booked through a third party.
Amendments are subject to availability and may result in a change in rate. If the amended dates or room type are more expensive, the difference will be payable by you. If the amended dates or room type are cheaper, any refund or credit will depend on the rate type booked.
Cancellations received outside the permitted cancellation period will be charged in accordance with the policy attached to your booking. Non-refundable bookings cannot be refunded if you cancel, fail to arrive, arrive late, leave early or are unable to travel.
10Third-party and online travel agency bookings
If you booked through a travel agent, online travel agency or third-party website, including platforms such as Booking.com, Expedia or Hotels.com, you must amend or cancel your booking through the same provider.
We are unable to amend, cancel or refund third-party bookings where the booking contract is held by that provider. The payment, cancellation and amendment terms shown by the third-party provider at the time of booking will apply.
11No-shows
If you do not arrive on the scheduled date of arrival, your booking will be treated as a no-show. No-shows are non-refundable. The full value of the booking may be charged to the card on file. Unless agreed otherwise in writing, we may release the room for resale after the first night of a no-show.
12Shortening your stay
Once you have checked in, your stay cannot usually be shortened without charge. If you leave before your scheduled departure date, no refund will be given for unused nights unless we agree otherwise in writing.
For Flexible Rate bookings, changes to the length of stay must be made before the cancellation deadline stated in your booking confirmation. For non-refundable bookings, the full stay remains payable.
13Check-in
Check-in is from 3.00 pm on the day of arrival. If you arrive earlier, we will do our best to accommodate you, but early check-in is subject to availability and cannot be guaranteed unless confirmed in advance.
We may store luggage on the day of arrival, subject to availability. Guests arriving late should notify us in advance so that suitable arrival arrangements can be made.
14Check-out
Check-out is by 11.00 am on the day of departure. Late check-out is subject to availability and must be agreed in advance. Additional charges may apply.
If you have not checked out by the agreed time, we may charge a late check-out fee or an additional night’s accommodation, depending on the time of departure and operational impact. Any outstanding balance may be charged to the payment card on file after departure. We may store luggage on the day of departure, subject to availability.
15Occupancy and visitors
Rooms must not be occupied by more guests than the number confirmed at the time of booking. Visitors are not permitted in bedrooms or resident-only areas without prior approval.
For privacy and security, we may ask all guests and approved visitors to register with us. We reserve the right to refuse entry or ask any person to leave where we consider it necessary for the comfort, privacy, safety or security of guests, staff or the property.
16Breakfast, bar and guest areas
Access to breakfast, the bar, lounges, garden, orangery or other guest areas may be limited to resident guests unless we have agreed otherwise.
Food and drink purchased outside the property must not be consumed in public guest areas without our prior approval. We reserve the right to refuse service of alcohol at our discretion and in accordance with licensing requirements.
17Behaviour and discretion
Eleven Royal Terrace is intended to provide a calm, private and respectful environment. Guests must behave in a way that does not disturb, endanger, offend or inconvenience other guests, neighbours, staff or the wider property.
Noise, parties, anti-social behaviour, abusive conduct, harassment, illegal activity or behaviour that compromises the privacy of other guests will not be tolerated. If we reasonably believe that a guest has breached this section, we may refuse service, remove the guest from the property, cancel the remainder of the stay and retain any sums paid.
18Smoking and vaping
Smoking and vaping are not permitted inside the property, including bedrooms, bathrooms, corridors, lounges, stairwells, the orangery and all indoor public areas.
If smoking or vaping is detected, we may charge a cleaning fee, recovery fee, loss of revenue charge or any other reasonable cost incurred as a result.
19Pets and assistance dogs
Pets are not permitted unless we have confirmed otherwise in writing. Assistance dogs are welcome. Please notify us before arrival so that we can make suitable arrangements.
20Damage, missing items and additional cleaning
You are responsible for any damage caused by you or any guest or visitor connected to your booking. We may charge your payment card for damage, missing items, specialist cleaning, smoking-related cleaning, replacement keys, lost access devices, unpaid charges or any other reasonable cost arising from your stay.
Charges may include the cost of repair, replacement, cleaning, contractor attendance, loss of revenue or any other direct cost reasonably incurred by us.
21Lost property
We are not responsible for items left behind, lost, damaged or stolen during your stay, except where caused by our negligence. If you leave an item behind, we will make reasonable efforts to assist with its return. Any postage, courier or packaging costs must be paid by you. Items not claimed within a reasonable period may be disposed of or donated.
22Wi-Fi
Complimentary Wi-Fi may be provided during your stay. Wi-Fi is provided on an “as available” basis. We do not guarantee that the service will be uninterrupted, secure, error-free or suitable for any particular purpose. You must not use our Wi-Fi for unlawful, abusive, harmful or inappropriate activity.
23Photography, filming and recording
Photography and filming for personal, private use is permitted, provided it does not disturb other guests, compromise privacy or include staff or other guests without consent.
Professional photography, filming, live streaming, press activity, commercial content creation, promotional activity or any recording intended for publication or commercial use requires our prior written approval. We reserve the right to refuse or withdraw permission at any time where privacy, security, brand protection or guest comfort may be affected.
24Privacy and personal data
We collect and process personal data in connection with your booking, stay, payment, guest preferences, legal obligations, security and the operation of the property. Personal data will be processed in accordance with our Privacy Policy and applicable data protection law.
Payment data may be processed through Mews B.V. and/or its authorised payment service providers for the purpose of securing and managing payments connected with your booking and stay. By making a booking, you confirm that any personal data you provide about other guests has been provided with their knowledge and, where required, their consent.
25Cookies
Our website may use cookies and similar technologies to operate effectively, improve functionality, understand website performance and support marketing activity where permitted. Further details will be set out in our Cookie Policy.
26Force majeure
We will not be liable for any failure or delay in performing our obligations where that failure or delay is caused by circumstances beyond our reasonable control.
This may include, but is not limited to, fire, flood, storm, extreme weather, natural disaster, pandemic, epidemic, terrorism, war, civil unrest, industrial action, government restriction, utility failure, transport disruption, supplier failure, public emergency or any event that makes it impossible, unsafe or unlawful for us to provide the booking. Where such circumstances arise, we will act reasonably and will contact affected guests as soon as reasonably possible.
27Our right to refuse or cancel a booking
We may refuse, cancel or terminate a booking if:
- payment cannot be authorised or collected;
- the booking appears to be fraudulent or unlawful;
- the booking has been made for an unauthorised commercial, event or promotional purpose;
- a guest behaves in a way that affects the safety, privacy or comfort of others;
- these terms are breached;
- the property becomes unavailable due to circumstances beyond our reasonable control.
Where we cancel a booking for reasons within our control, we will refund any amount paid for accommodation not provided. Where we cancel because of a breach of these terms, no refund may be due.
28Limitation of liability
Nothing in these terms limits or excludes our liability where it would be unlawful to do so.
Subject to that, we will not be liable for indirect loss, loss of profit, loss of business, loss of opportunity, travel disruption, consequential loss or any loss that was not reasonably foreseeable at the time of booking. Guests are responsible for arranging suitable travel insurance.
29Changes to these terms
We may update these terms from time to time. The terms that apply to your booking will be the terms in force at the time your booking is made, unless a change is required by law or regulation.
30Governing law
These terms and conditions are governed by the laws of Scotland. Any dispute arising in connection with these terms, your booking or your stay will be subject to the jurisdiction of the Scottish courts.
31Contact
For booking enquiries, amendments or cancellations, please contact:
Eleven Royal Terrace
11 Royal Terrace, Edinburgh, EH7 5AB
Email: reservations@11royalterrace.co.uk