Terms and conditions
Last updated: 2 October 2026
These terms apply when you book a room, an event or a private hire with The Fig Tree Hotel, and when you use our website. Please read them before you book. By making a booking you agree to them.
About us
The Fig Tree Hotel, 10 Queen's Road, Shanklin, Isle of Wight, PO37 6AN, is run by Fig Tree Hotel Ltd, a company registered in Scotland with company number SC837463, registered office 122 Woodside Way, Glenrothes, KY7 5DP.
Contact: reception@thefigtreehotel.co.uk or 01983 241 010.
1. Booking a room
1.1 Your booking is confirmed when you receive a confirmation from us or from our booking system. Please check it and tell us straight away if anything is wrong.
1.2 Our website shows "from" prices as a guide. The price you pay is the one shown when you book. Prices are in pounds sterling and include VAT where it applies. Breakfast is included in all our room rates.
1.3 Payment: when payment is due depends on the rate you choose and is shown on the booking page before you confirm.
1.4 If you booked through a third party such as Booking.com or Expedia, their terms on payment and cancellation apply to that booking, together with sections 2 to 6 of these terms while you are with us.
2. Cancelling or changing a room booking
2.1 Flexible rates can be cancelled free of charge up to 48 hours before your arrival date. If you cancel later, or do not arrive, we may charge you in line with the rate terms shown when you booked.
2.2 Non-refundable rates cost less because they cannot be cancelled, changed or refunded.
2.3 To change or cancel, contact us by email or phone. We will do our best to help with changes, subject to availability.
2.5 Booking accommodation for specific dates is not covered by the 14-day cancellation right in the Consumer Contracts Regulations 2013, so the cancellation terms above apply instead.
3. Your stay
3.1 Check-in is from 3pm and check-out is by 11am. Early check-in or late check-out can sometimes be arranged if you ask in advance. If you will arrive late, please tell us your ferry or travel times.
3.2 On arrival we ask every adult guest for government-issued photo ID and a payment card. The law also requires us to register all guests aged 16 and over.
3.3 Children are welcome. We do not have family rooms. Selected suites can take a fold-up bed for a child, and travel cots are available on request. Please tell us the ages of any children when you book.
3.4 Dogs: selected rooms welcome small, well-behaved dogs for £30 per stay. Please tell us when you book. Dogs are welcome in your bedroom, reception and the bar, but not in the breakfast room. You are responsible for any damage or extra cleaning your dog causes.
3.5 The whole hotel is non-smoking, including e-cigarettes.
3.6 Damage: you are responsible for any damage to the room or hotel caused by you, your party or your dog, beyond normal wear and tear.
3.7 Parking is free and first come, first served. Vehicles are left at the owner's risk.
3.8 We ask all guests to be considerate of others. We may end the stay of anyone whose behaviour puts guests or staff at risk or causes serious disturbance, without refund.
4. Our prices and offers
4.1 Price match: if you find a lower price for the same room, dates and conditions on another website, tell us before you book and we will match it where our policy allows.
4.2 Returning guests receive a returning-guest discount. Please ask us when you book.
4.3 Discounted ferry crossings are available to guests who book directly with us. Ask our team when you book.
5. Events, afternoon tea and private hire
5.1 Events and retreats: each event page shows its price and what is included. Cancellation terms for each event are confirmed when you book. If an event does not go ahead, we will refund you in full.
5.2 Afternoon tea needs 24 hours' notice.
5.3 Private events such as birthdays, anniversaries, baby showers and small receptions are secured with a £100 deposit.
5.4 Exclusive hire of the whole hotel is quoted individually and confirmed with its own written agreement, which will apply alongside these terms.
6. Liability
6.1 We take care of your belongings, but please use the safe in your room for valuables.
6.2 Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law. Your statutory rights as a consumer are not affected.
6.3 We are not responsible for failing to provide a service because of events outside our reasonable control, such as severe weather, ferry cancellations, utility failures or government restrictions. If this happens we will tell you as soon as possible and offer new dates or a refund for services we cannot provide.
7. Our website
7.1 We try to keep our website accurate and up to date, but details such as prices, events and opening times can change. Please check with us if something is important to your plans.
7.2 Our website links to other sites, such as our booking page run by Mews and ferry operators. We are not responsible for their content.
7.3 The text, photographs and design of this website belong to us or are used with permission. Please do not copy them for commercial use without asking.
7.4 How we use personal information is explained in our Privacy Policy.
8. Complaints
If anything is not right during your stay, please tell us at the time so we can put it right. You can also email reception@thefigtreehotel.co.uk after your stay, and we will reply as soon as we can.
9. The law that applies
These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you can also bring a claim in the courts where you live.