In response to recent problems with the Isle of Arran ferry service, Auchrannie Resort is offering free of charge accommodation to guests affected by homeward travel disruption.
Auchrannie, along with numerous Arran businesses, said it was facing ‘significant and urgent financial challenges’ due to a lack of visitor confidence in the ferry service, which has severely impacted the resort’s forward bookings.
In an effort to reassure potential visitors travelling to the resort from Troon, Ardrossan, and Claonaig, Auchrannie has introduced a new ‘Book with Confidence’ policy – and conceded that it may incur significant costs as a result.
This customer-focused strategy will include offering guests free of charge accommodation, no fee cancellations and the timely return of any deposits paid should they experience delays or disruption to their journey to or from the island.
Auchrannie’s business development manager Gordon Hay said: “Recognising the worries our potential visitors have about ferries, we’ve shifted from merely acknowledging these problems to actively enhancing our guests’ experience.
“Our ‘Book with Confidence’ policy is about turning challenges into opportunities for reassurance and support. We want our guests to feel secure when booking a stay at Auchrannie, confident in the knowledge that we will look after them, no matter the circumstances.”
Co-founder and executive chairperson Linda Johnston added: “Each year, over 750,000 journeys are made to and from the Isle of Arran by ferry, with the vast majority encountering no issues. However, occasional weather and technical problems can disrupt travel plans.
“Understanding the potential worry this causes, Auchrannie Resort has taken these proactive and robust measures to ensure that any undue stress and concern by their guests is minimised.”
The policy aims to boost bookings during the uncertain winter months, but was also described as reinforcing Auchrannie Resort’s ‘ongoing commitment to providing an outstanding hospitality experience under all conditions’.
The ‘Book with Confidence’ policy includes:
- In the event of ferry disruption, guests can cancel their reservations without any financial penalty;
- There will be no charges for late cancellations;
- Guests who are unable to bring their cars due to ferry issues will benefit from a free shuttle service between Brodick ferry terminal and the resort;
- Deposits for unused stays will be refunded within seven days;
- Extensions or refunds will be provided for any third-party vouchers used to book stays, and any special offers booked will be honoured at a later date;
- Complimentary late check-out will allow guests to relax in their rooms longer if their departure is delayed;
- Auchrannie’s team will keep guests updated on ferry statuses and assist with advising on passenger rights and compensation due;
- In cases where guests cannot leave the island due to confirmed ferry cancellations, Auchrannie will provide an extra night’s stay at no charge for those who stayed the night before the disruption.
