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ACCOMMODATION - Accommodation will be available from 4pm on the start date of your holiday (subject to unavoidable delays) and departure is no later than 10am.
THE PARK – Loch Tay Highland Lodges is situated in a rural Highland location so there are areas of uneven ground, natural hazards, unmade paths and limited lighting. Please therefore take special care to avoid accidents. It is strongly recommended that guests bring a torch to enhance movement around the park during hours of darkness. Please ensure you are aware of natural features such as loch, rivers etc and supervise children and pets accordingly.
ON ARRIVAL- Reception is open 9am to 5pm every day. If you are arriving after 5pm please go to the main Reception where signage will direct you to the key collection area.
BOOKING AND PAYMENT – Accepted methods of payment include credit or debit card. You must be at least 18 years of age before we can accept a booking from you. An initial deposit is required to secure a booking with the balance of payment then due 12 weeks prior to the start of your holiday. Glamping breaks are paid in full at the time of booking unless a special offer is available. The exception to this is New Year bookings when final payment is due no later than the 1st October regardless of booking date. If you plan to take your holiday within 12 weeks of your booking date, full payment (for full weeks and short breaks) must be made at the time of booking. Please note that non-payment of the balance by the due date – we will issue one reminder only - 12 weeks prior to the start of your holiday- will result in Loch Tay Highland Lodges treating the property as being cancelled and available for re-letting.
SINGLE NIGHT BREAKS – We do not offer Single night breaks. We can where availability permits offer single nights, these are not bookable more than 48 hours in advance and are subject to late availability. Please call to enquire. We are unable to offer Hot Tub properties for Single Night Breaks.
GROUP BOOKINGS – Family and friends who know each other or who travel together will be considered as making a group booking even if they have made separate bookings. The lead booker for a group is responsible for the conduct of the other members of the group and for ensuring they comply with these terms and conditions. All group bookings will be asked to pay a £150 security deposit before arrival, which will be returned on departure when all accommodation has been checked. Group bookings must be made in the name of one appointed person who will be the person responsible for the group and for making payment to LTHL. We cannot accept individual payments towards the balance for a group booking.
BOOKING CHANGES – If you wish to change the dates of your holiday or your choice of property after confirmation has been issued then you will be liable to pay a handling fee of £25.00. Date/property changes are subject to availability and cannot be guaranteed. Any date changes, which may be available, will only apply to the current year. Unfortunately we are unable to move booking dates or properties around within 8 weeks of arrival.
BOOKING CANCELLATION – We strongly advise that you take out insurance protection against an unavoidable cancellation of your holiday. We do not refund any deposit payments. We can only offer a refund of the holiday in the event we manage to re let the property. We also would only offer a refund for the amount we re let the property for.
If you do have to cancel please inform us immediately whereupon we will endeavour to re-let the property. If we do re-let the property we will refund you the amount we have re-let property for minus a £35.00 admin charge (please note the balance amount you may receive from a re-let may not be the full amount you originally paid as the property may be discounted in order to facilitate a re-let).
We cannot guarantee the property will be re let and if we are unable to re-let the entire rental fee will be payable.
Should we have to cancel your booking due to circumstances beyond reasonable control we will make every effort to offer/find alternative accommodation. However, if this is not possible all monies paid to us in relation to the cancellation will be fully refunded. Our liability will not extend beyond this.
DEPARTURE AND CLEANING OF PROPERTY – On Departure you agree to leave your accommodation clean, tidy and undamaged. The following basic level of cleanliness is required on departure. Cookers and ovens clean and fat –free. Crockery, cutlery, pans, glasses washed / dried and put away. Obvious spills and stains removed. Any equipment / furniture moved during the let is restored to original position. Bins emptied. Failure to meet this standard will result in a cleaning charge.
Please switch off all heaters in the property and close all windows
Please leave the property clean and tidy
Please remove all rubbish to the bin collection point located at the top of the main driveway.
Please return your key to the main reception
Please report any damage or breakages before you leave
DAMAGE TO PROPERTY – Your property will be inspected after departure. You are responsible for the actual costs of any breakage or damage found in the accommodation along with any additional costs that may result. We reserve the right to refuse admission to any guest for any just reason. We reserve the right to evict offensive persons or pets. No refunds will be made. We reserve the right to make charges against credit cards or to invoice for damages. Please note that all lodges on the park are privately owned, therefore each lodge although offering the same basic inventory will have individual touches placed by the owner making each property unique in some ways.
BEHAVIOUR – You are responsible for the behaviour of all members of your party. Please show consideration to other guests, our staff and our location. Noisy or disruptive behaviour, wilful damage to the location or accommodation or other behaviour considered buy our staff to be inappropriate may result in us asking you or a member of your party to leave the location immediately. No refunds or compensation will be given in these circumstances and we reserve the right to claim compensation for damages or inconvenience caused. The park is family friendly and we ask all guests to respect this, especially so around the Glamping areas and to adhere to a quiet time from 10pm in the evening.
CHILDREN – Children remain the responsibility of their parents or guardians at all times in the accommodation, on the park grounds and during any activities. Please ensure your children are supervised at all times and make sure you always know where your children are.
HOT TUBS – Some properties have hot tubs. On each departure all hot tubs are drained, cleaned and water replenished prior to each arrival. Although we will endeavour to have your tub ready on or within 4 hours of a 4pm arrival, if your property is a changeover then this may mean that your hot tub will not be ready for use until later on in the evening of arrival or until the morning after arrival. Please ensure you read and follow all guidelines regarding hot tub use. Any damage to hot tubs caused by misuse will be charged for. If the tub requires refilling during your stay this will reduce the time it may be available for use.
CHANGE OF PROPERTY - The accommodation you originally booked may change due to unavoidable circumstances. LTHL reserves the right to change your accommodation but your alternative will not be downgraded. In the event that the property becomes unavailable for reasons beyond our control every attempt will be made to make other suitable arrangements or all payments made will be refunded. Our liability will not extend beyond this.
LOST PROPERTY - LTHL will not be held responsible for any items left behind or lost property. We would remind guests to please check you have taken all your belongings with you before departure. You are responsible for your personal possessions on park or in your holiday home and LTHL is not responsible for any loss or damage to these.
SMOKING is strictly prohibited in all properties and shared amenity areas. Removal of smoke odours in buildings is extremely difficult and we reserve the right to evict any guest who we suspect is smoking or drug taking in any of our properties. Charges will be made to the guest to cover costs of any cleaning, deodorising and any loss of future rental revenue, which may occur as a result of smoking within a property.
DOGS & PETS – Some properties allow dogs and pets, when booking a property, you MUST inform us at the time of booking if you wish to bring a dog or a pet. We will then be able to advise if a pet friendly lodge is available. If you book a pet friendly lodge please ensure that dogs are provided with their own bed. Pets are not permitted on furniture or beds. Guests will be liable for any damage caused or extra cleaning that may be required and you will be charged for this accordingly. Pets must be kept on a lead at all times and please do not allow your dog to foul the areas in the immediate vicinity of the lodges. All dog waste must be collected. There are dog waste bins located around the park. Dogs must never be left unattended in the lodge unless caged. Please make an extra effort before leaving the lodge to vacuum up all dog hairs. Annoyance to other guests if considered unreasonable will result in eviction. Charges £30.00 per week for a dog or £10.00 per short break.
VEHICLES – Each lodge will allow parking for one or two cars depending upon the size of individual parking space beside your property. Please DO NOT Park on the grass, which will cause damage, or in such a way that you are obstructing another properties’ access. Additional vehicles please use the main car park at the restaurant. Please note we use CCTV with Number Plate recognition, this is for your security. You should comply with the park speed limit of 5mph.
We have charging points for electric vehicles on site, please enquire at reception.
BOATS – We have limited space in the marina for temporary boat berths. If you wish to bring a boat on holiday with you this must be booked at least 6 weeks in advance by calling 01567820323. Availability of berths cannot be guaranteed.
COMPLAINTS - It is important to us that you enjoy your holiday and every effort has been made to ensure this. However, in the event of any concerns with your property, we as the booking agent, together with the property owner, will want to take action as soon as possible. It is essential that you contact the staff at the main reception immediately if any problem arises so that it can be resolved as soon as possible. It is extremely difficult (and sometimes impossible) to sort out difficulties unless reception is told promptly. If you report any issues to reception during your stay it can usually be resolved quickly. Under no circumstances will any refund be considered if we have not been given the opportunity to rectify any problems during the Hirer’s stay. Regrettably we are unable to accept any complaints that are raised after departure and will not enter into any correspondence concerning such complaints. As we act only as an agent for the property owner we cannot accept any legal responsibility for your holiday property. If we help to sort out a complaint, we are doing so as a gesture of goodwill in our capacity as an agent only and will have no legal responsibility to you for any refund or compensation.
WEATHER – At times we will experience adverse weather conditions. We aim to keep our driveway and main entrance clear but at times of heavy snowfall direct to- the- door access to all our accommodation may not be possible. We cannot be held responsible for travel disruptions resulting in non-arrival because of bad weather.
WEBSITES AND ADVERTISEMENTS - LTHL aims to ensure that the information and descriptions provided are accurately conveyed on the official website (www.lochtay-vacations.co.uk) and any authorised third party websites or advertisements. There may be small differences between the actual accommodation and its description as we are always seeking to improve services and facilities. There are many unauthorised websites listing holiday accommodation and we cannot accept responsibility for the descriptions on these sites if they are inaccurate.
THE RESTAURANT – The on site Restaurant opens seasonally from Feb to end of October. Opening hours may vary and will be shown on the website www.lochtay-vacations.co.uk. Please enquire at reception.
CHANGES OF ADVERTISED SERVICES OR FACILITIES- LTHL reserve the right to vary or withdraw any on site services or facilities as advertised without prior notice.
WARRANTIES – Loch Tay Highland Lodges does not warrant and is not responsible for the accuracy of any verbal information given or statements made by any of its representatives.