We hope the below Frequently Asked Questions assists you, if not, please do get in touch.
Q. Are children allowed in The Secret Garden?
A. The Secret Garden is an over 18 venue. Management, at their discretion may allow entry to under 18s if staying with family in the hotel and they must be accompanied at all times.
Q. How long is my booking slot, can I extend?
A. Booking slots are for 1 hours 50 minutes. This allows us time to clean and sanatise each table before each guest. At quieter times and if there is availability we will always inform guests if they have extra time. Please approach our team if you wish to stay longer and we will do all that we can to accommodate you.
Q. Can I book on Facebook Messenger?
A. All bookings must go through our online booking system. It is available 24/7, it's quick and easy and this way no bookings can be missed!
Q. The Domes. What's the story? Can we book? What's happening?
A. Our Domes are theeee place to enjoy private cocktails and drinks with friends! We are kitting them out for the Sunnier months and we will open The Domes for bookings on THURSDAY APRIL 1st. Current guidelines indicate that indoor areas (Domes included) may open from May 17th. We have posted packages and details on our socials.
Q. Is there a dress code?
A. Simply no. If you’re comfortable, we’re comfortable. We suggest something warm in case of a chill or wind. We won’t however allow entry to those wearing clothing with expletives or any sports strips. Management reserve the right to amend this policy whenever necessary.
Q. Can I bring my dog?
A. Dogs are allowed outside on a lead. Please indicate in your booking if you intend to bring a dog so we can allocate the correct table.
Q. Do I need to wear a mask?
For all Covid-19 enquiries please visit The Scottish Government website. We will be following all necessary procedures in line with any given guidance. Should you have a specific question about these procedures do not hesitate to contact us. More information about restrictions and legislation in place:
Q. I have one more person that makes us four households, can we get away with that?
A. This is a good question. While we are not the police and will not be asking for your council tax letters, bank statements or any other form of proof of address; we ask that our guests are sensible when booking and take the government advice into consideration when booking. It is worth keeping in mind, that while we are not checking for proof of address, that does not stop authorities from spot checking. We trust our guests to do the right thing.
Q. Do you serve food?
A. At present we only serve drinks but light snacks are incoming!! However if you are looking for dinner we will gladly serve our cocktails within Reivers Restaurant inside the hotel.
Q. I don’t drink alcohol what can I have?
A. No problem at all! We are proud to have a leading mocktail menu, non-alcoholic bottle beers, both non-alcoholic wine including sparkling! We also have the traditional soft drinks you would expect in any bar.
Q. What if it rains?
A. We have it covered! Literally... our heated marquee will be able to keep people warm and dry in the event of a shower. We will be able to accommodate all guests with reservations in the marquee if required.
Q. How do I order and pay?
A. We have an ultra easy and fast way to order and pay! All through your smart phone - there’s no need to get up from your seat. A team member will explain when you arrive.
Q. My drinks didn’t arrive at the same time as my friend, is it missing?
A. Our orders are processed in the order in which they are received. If multiple people from a table each order there is a chance that other orders placed at similar times go in between yours and your friends order.
Q. Do you accept cash?
A. We are a completely cashless venue.
Q. Do you have a no-show / cancellation policy?
Yes. For those that decide not to turn up to their booking a charge of £10.00 per person will be applied, absolutely no exceptions will be made. We understand that plans do change and if bookings are cancelled outwith 48 hours of the booking time, there will be no charge. Bookings cancelled within 48 hours may be subject to charge.
Q. Ouch! 10 per person isn't that a bit much?
A. We understand, however this charge ensures people are genuine in attending. Over a two hour booking slot it’s likely that guests would spend much more than £10 each. An empty table won’t pay our hard working team and more importantly, by not bothering to turn up, other people are prevented the chance of joining us when they really wanted to! The way we think about it is... Do people just not turn up to the beauticians or spa and expect no charge? In all honesty, the policy impacts very few people, last year we charged less than 1% of bookings.
Q. Can I get a refund for my Dome booking that I've now decided I want to cancel?
A. No. All Dome bookings are fully non-refundable. This is stated in the Terms and Conditions that must be agreed to make a booking. We will of course move your booking whenever possible to an alternative date or time up until 72 hours prior to your booking, subject to availability. Absolutely no exceptions will be made in relartion to this.
Q. It doesn't say anything about prepayment or non-refundable bookings?
A. Our terms and conditions are stated clearly at the time of booking; on our 'Reservations' page, and in our confirmation emails. It is also highlighted in this FAQ page. This policy is exactly the same as that in The Winter season. The vast majority of people booking (97+% have no issues with this policy)
Q. Can I make multiple bookings?
A. In short, yes you can. However if a booking is not honored and there are future bookings for this party, all future bookings will be cancelled.
Q. I’ve left my phone, credit card, ID, jacket, etc behind. What can I do?
A. Contact us directly on 01387 254111 and someone will note the missing item and a member of the team will respond even if we don’t find anything. Or message us on Facebook!
Q. Are your cocktails fresh?
A. Yes!! This is a big one for us! We strongly disagree with tapped cocktails and pre-mixed cocktails that come in cartons and bags. If we’re charging you fresh cocktail prices, don’t you think at a minimum we should provide the freshest, highest quality ingredients? Of course we should!!
Q. I won a competition and you've sent me a link to click or you're asking for my details?
A. WE NEVER SEND LINKS TO GUESTS OR ASK FOR PERSONAL DETAILS. Please report any such account.
Q. It's my bestest friend in the whole wide world's birthday.. can I bring balloons?!
A. Of course you can! Happy Birthday!!!
Q. Do you have Instagram?
A. Sure do.. its @SecretGardenDumfries - Don't for get to tag is in your insta-worthy cocktail snaps!
Q. I'm looking to host a private event, who do I contact?
A. Brilliant - please contact us with your proposed event and any information to