Confirmed Booking FAQ's


Pre-Arrival

Can I cancel my reservation without charge?

We have amended our cancelation policy for all direct hotel reservations made until end of 2020. These can be cancelled up to 24 hours prior to arrival. For any online or 3rd party reservations please see the specific cancellation policies on your booking.

Can I dine in the hotel?

Absolutely, and we would encourage you to. As per guidelines set by the government, we will have limited capacities in our restaurants and would advise you make a dinner reservation with us at the time of making your room booking.

Tigerlily App

We highly recommend you download our Tigerlily App prior to arrival using the below links. You can use this to support all in house communication and hotel information.

https://play.google.com/store/apps/details?id=com.informationapps.criton.single2363&hl=en_GB

https://apps.apple.com/gb/app/tigerlily-edinburgh/id1455212719

Arrival Day

When can I check in?

To ensure we have the appropriate amount of time required to deep clean your room we do not advise you arrive to the hotel before 3pm.

Currently, we are unable to store luggage for any guests.

How do I check in?

We highly recommend you download our Tigerlily App so we can provide you with a contactless check-in. On the morning of arrival your payment card will be charged for your accommodation stay and you will be sent a mobile room key that can be used to access your room. If you have paid for your accommodation when making the reservation, the mobile room key will be sent to you automatically on your arrival date.

You can still check in at our reception desk which will have added protective features for you and our team’s safety.

On arrival to the hotel, please follow the one-way system we have implemented to the reception area. There will be strict distancing procedures in place, should reception area be busy we will direct you to our waiting area until we can safely check you in.

If you have chosen to check in remotely, you can go straight to your room on arrival using the one-way system.

What additional safety precautions will I experience during my stay?

You will find hand sanitising stations throughout all our public areas and will notice our cleaning champions during your visit.

All rooms will be deep cleaned to our usual high standard with all relevant and additional measures required from Government legislation.

There will be a personal PPE package for your use which includes hand sanitiser and disposable face masks.

If you are staying 2 or more nights, we will not automatically clean your room during your stay. Fresh towels will be provided if requested and delivered. Should you require a linen change or room clean this can be arranged with reception

Will I be required to provide a temperature reading on arrival?

In line with government guidance, a member of staff will perform a temperature check on all hotel guests on arrival. Please note, any guest who displays a temperature consistent with a fever will be asked to re-schedule their booking.

What if I feel ill during my stay?

If you feel ill during your stay, we ask that you stay in your hotel room and limit all interaction with other guests or staff members. Contact the hotel to inform them of your symptoms and call 111 for further advice.

Will I be able to have breakfast in the restaurant?

Yes, breakfast will still be served in the restaurant. Room service breakfast will be available, and we will also have a ‘Grab and Go’ option if you wish to take your breakfast away from the hotel.

What if I would like to talk to someone from reception during my stay?

The reception desk will be manned during your stay, and if you would like to come to the desk to talk with us, we will of course be happy to help you. Our added protective features will assist to keep you and our staff safe. You can also use the messaging feature of the Tigerlily App to communicate with us remotely and of course you can always call us directly from your room.

How do I check out?

On the morning of departure, we will email a copy of your final invoice to you. If you would like to query your bill you can do so via the messaging feature on the app, calling from you room or you can come visit us directly at the desk. We are currently working on a payment link to enable contactless check out and will update our advice once this is in place.

Should you wish to come to the desk to check out please follow the same distancing protocols as your arrival, using our waiting area if necessary.

What if I had items from the mini bar?

Please notify reception of all mini bar items consumed during your stay. All undeclared mini bar will be charged to the card details provided on the day of departure.

I have a voucher that expired during your period of closure, can I use this once you have re-opened?

We have extended the validity of all deal site vouchers that expired during our period of closure until the end of October 2020.

Any Tigerlily ‘Celebrate With Us’ or online vouchers have been extended until April 2021.

If you have any questions regarding your specific voucher, please contact Tigerlily direct.

Where can I get more information on COVID-19?

For any additional venue information please contact our venues directly by phone or email. For more information on Scottish Government guidance on COVID-19 visit www.gov.scot or www.scot.nhs.uk