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ACCOMMODATION - Accommodation will be available from 4pm on the start date of your holiday (subject to unavoidable delays). Departure is no later than 10am.
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 card, debit card or cheque. You must be at least 18 years of age before we can accept a booking from you. A deposit is required when you make a booking. The balance of payment is then due 10 weeks prior to the start of your holiday. Short breaks are paid in full at the time of booking unless a special offer is available. If you plan to take your holiday within 8 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 (10 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. The initial deposit is non refundable. No reminder will be issued for the final balance.
ONE NIGHT BREAKS – One night breaks are not bookable more than 48 hours in advance and are subject to late availability. Please call to enquire.
GROUP BOOKINGS – 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.
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.
BOOKING CANCELLATION – We strongly advise that you take out insurance protection against an unavoidable cancellation of your holiday. 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. If we are unable to re-let the property Loch Tay Highland Lodge Park Ltd will not refund the balance. It may be possible to move your booking to an alternative date but we cannot guarantee this. An admin fee of £35.00 will apply to any booking change.
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.
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 by 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 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.
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.
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 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.
COMPLAINTS - It is important to us that you enjoy your holiday and every effort has been made to ensure this. However, in the unlikely event of dissatisfaction with the property, you must contact the reception as soon as possible so that the opportunity to rectify the problem is given. Under no circumstances will any refund be considered if we have not been given the opportunity to rectify any problems during the Hirer’s let. Once a holidaymaker has returned home it is very difficult to investigate complaints of any nature. Regrettably, we are unable to accept any complaints that are raised after departure and will not enter into any correspondence concerning such complaints.
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.
SAFETY – Whilst we have attempted to make Loch Tay Highland Lodges as safe as possible, there are natural hazards associated with a rugged Highland location such as this. Responsibility for your well being, and that of your children or pets lies with you.
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 BISTRO – The onsite Bistro opens seasonally from Easter 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.