Booking Terms & Conditions

OUR AIM

We aim to provide a relaxing break in a welcoming environment. To ensure the maximum enjoyment of your break and that of all our other guests you must comply with all the requirements in this agreement. We draw your particular attention to the paragraphs below and to any safety and other information you will receive on or before arrival. You must also note and comply with all verbal or written guidance, especially safety guidance supplied to you by us or one of our staff. You must comply with all notices. We reserve the right to cancel any booking without notice or refund in the event we believe it to be in breach of our terms and conditions. Please check all the details in your Booking Confirmation promptly after receiving the confirmation and notify as soon as possible if you think we have made any mistakes or errors with your Booking.

PAYMENT

We are sorry, but we do not accept Diners, JCB payments or Cheques.

You will be asked to pay a deposit of 20% of the total cost at time of booking. Please note under all circumstances this is non-refundable.

The remaining balance is to be paid 4 weeks before the check-in date. We will email you a reminder and secure payment link to arrange the payment. Please note it is your responsibility to arrange the payment as it becomes due. If this is not arranged and we cannot make contact, we will cancel the reservation and reserve the right to resell the dates in question.

Bookings made within 4 weeks of arrival will be required to pay the full balance upon booking regardless of the booking date. Additionally all bookings specifically for the Christmas and New Year periods are subject to a 35% non-refundable deposit.

By booking you agree that we have the right either during or after your stay to recover from you, the costs of:

Any accommodation charges which remain unpaid and in breach of the above payment terms, and/or
Any property or accommodation damage, and/or
Any compensation we may pay to others, and/or
Any other costs, fees or levies which we may incur, resulting from your or any member of your party’s action or inaction and from any breach of this agreement.

REFUNDABLE CAUTIONARY DEPOSIT

We ask for a refundable ‘Cautionary Deposit’ of £200 per booking regardless of duration. This is payable alongside your final balance, 28 days prior to your arrival date. We will deduct the cost of any damages, breakages or additional cleaning from the Deposit and return the balance (if any) to You within 14 days of Your departure. If the amount is greater than the Cautionary Deposit, you must pay for any amount which exceeds the Cautionary Deposit.

Should our housekeeping team find that our accommodations have been left in an unsatisfactory state, then The Hollies Retreats reserve the right to deduct the cost of excessive cleaning costs from the cautionary deposit. In all instances, our accommodations should be left in the same cleanliness they were found in. Details of where to find bins etc. can be found in the Welcome Pack provided to you by QR code inside each property.

CANCELLATION AND CHANGES BY YOU

In the event that you may need to cancel your booking, this must be done in writing by letter or email and cannot be done over the phone. Please contact us immediately via email on [email protected] or write to: The Hollies, (HHL Ltd) Forest Road, Little Budworth, Tarporley, Cheshire, CW6 9ES.

YOUR RIGHT TO CANCEL OR TRANSFER THE BOOKING

We will in most circumstances offer to transfer a booking to a future date before the full balance payment is due if you decide you wish to amend the dates of your stay. The balance due date for bookings is four weeks before their holiday is due to start. Therefore, if you decide to cancel your holiday before your final balance due date, you will forfeit the 20% deposit, but we will waive your liability for the remainder of the balance. This means that no further amount will be collected from you in such an event. Should you cancel on or after your new balance due date you will be liable for the full balance of the booking. We will however make every effort to resell dates where bookings are cancelled and not moved to a future date, and in the event, we are successful in this endeavour, your final outstanding balance would be refunded to you.

Due to the popularity of bookings for Christmas and New Year, the above cancellation terms and conditions do not apply and any cancellations for Christmas or New Year will be subject to the full cost of the booking regardless of notice given.

PETS

Pets are ONLY permitted in the Douglas and Nordmann Fir at The Hollies Forest Lodges and are NOT permitted in Scots Pine, Grand Fir, Noble Fir and Norway Spruce. Please ensure that at the time of booking you add ‘Pet Cleaning Charge’ per dog added to the booking. If the guest exceeds the stated number of pet(s), the Owner (or his representative) has the right to:

• Refuse to allow you and your Guests to enter or stay in the Property; or
• Ask you and your Guests to leave the Property before the end of the Holiday Period.

If any guest has an allergy to dogs, please be aware that neither our Owners nor we can guarantee that a dog has not stayed in a particular Property. Neither we nor our Owners can accept responsibility for any suffering which may occur as a result of such animals having been present in a property.

The following dog terms apply:

• Dogs must be under strict control at all times while in or at the Property.
• Any fouling must be cleared up without delay, any guests found to not be clearing up their dog’s mess will be subject to £100 charge, deducted from the cautionary deposit;
• The law states that being unaware a dog has fouled or not having a suitable bag is not a reasonable excuse for failing to clear up dog mess.
• The dog owner must bring the dog’s bed or basket for sleeping in;
• Dogs must not be left alone in or at the Property or elsewhere at any time.
• Dogs must not lie on beds or furnishings, and hair must be cleared up before departing.
• Dog owners must ensure that their pets are free from parasites and fleas before they occupy the Property. Failure to do so may incur subsequent charges;
• Young dogs (e.g. puppies less than 6 months’ old) must be declared to us at the time of booking and authorised by the Owner;
• You will be liable for any damage caused by any Holidaymakers’ dogs. Any damage is to be reported to the Owner (or their representative) immediately. Any additional cleaning required, that may incur an additional charge, will be at the Owner’s discretion.
• You must notify us of the intended presence of any assistance dogs, with evidence of registration, prior to making a booking.
• Dogs are NOT permitted in any of our inside areas at The Hollies Farm Shop located onsite of The Hollies Forest Lodges. However, we do have some outside seating available so that you can enjoy a drink from our Takeaway with your dog.

Pets other than dogs may be allowed at the Owner’s discretion. This must be approved prior to making a booking and can be arranged by telephoning the Reservations team.

Pets are NOT permitted in the Scots Pine, Grand Fir, Noble Fir and Norway Spruce Lodges.

If guests breach this rule, or incur any additional cleaning costs due to pets the Owner (or his representative) has the right to:

• Charge you for additional cleaning (set at a minimum of £50.00)
  • Refuse to allow you and your Guests to enter or stay in the Property.
  • Ask you and your Guests to leave the Property before the end of the Holiday Period.

If you break these terms, the Owner (including their representative) or we may notify you that you have broken these, and you will be liable for all damage caused by you and your Guests’ pets.

CANCELLATION AND CHANGES BY US

We have the right to cancel your booking, or to instruct you or your party to leave immediately, without compensation or refund, should you or any of your party not comply with this agreement, particularly terms relating to behaviour and conduct.

In the unlikely circumstances of a “Force Majeure” we may have to cancel your booking. We will tell you as soon as possible and offer you an alternative or full refund. We cannot pay any compensation or any reimbursement of any expenses or costs you may incur as a result of any such cancellation or charge.

YOUR BOOKING

We reserve the right to obtain the full name, date of birth and address of the lead booker when confirming your booking. You (the booker) must be a member of your party unless we agree otherwise. We permit you (the booker) and members of the booker’s party (but no one else) to occupy the property for holiday purposes only. You must declare the correct number of additional guests during booking and, if this changes, you must inform us before the booking commences. No more than the maximum number of persons stated on our website may occupy the accommodation unless by prior written agreement with us. Extra charges may be applicable if the number of guests differs from the number on the booking. We consider children to be those aged 16 or under. Those over the age of 16 will be treated as adults for occupancy/charging purposes. Please note that we do not accept bookings from Stag and Hen parties, if you are found to be a booking that we feel fits into this category, and you did not disclose this at the time of booking then we reserve the right to cancel your booking and/or remove you from the site. No refund or compensation would be offered.

CHECK-IN / OUT

The Hollies Forest Lodges operate a contactless arrival system with keys and welcome information available in your lodge from 4pm.

4pm Earliest Check In
10am Latest Check Out

We reserve the right to request photographic ID at check-in for the booker/lead member of your party and reserve the right to withhold access to the accommodation if you are unable to provide this. No refund or compensation will be given if you are unable or unwilling to comply with this requirement.

YOUR STAY

• As the lead booker, you are responsible for the behaviour of all members of your party. Behaviour should be in keeping with the environment and should not be excessive, noisy, or disruptive, especially at night. We ask that noise is kept to a minimum after 10pm. Offensive or illegal behaviour will not be tolerated and may result in the police being involved. Offensive or aggressive behaviour or language towards our staff is not acceptable.
• We may ask you and/or any member of your party to leave immediately if your conduct results in police attendance or is considered by us to be inappropriate; likely to cause harm; or impair the enjoyment, comfort, or safety of anyone; or is likely, in our belief, to breach any of this agreement. No refunds or compensation will be given in these circumstances, and we reserve the right not to accept any future bookings from you or any member of your party.
• There must be at least one capable and responsible adult over the age of 21 in every accommodation unit. You are responsible for the supervision of all members of your party under the age of 21.
• Children must be supervised by a responsible adult at all times on site.
• There is a no smoking policy inside all of our accommodation. Guests who disregard or breach our no smoking policy within the accommodation will be charged for de-fuming costs and may be liable to further sanctions.
• We would kindly request that the accommodation is kept in a reasonable order and that on the day of departure any used kitchen items are placed into the dishwasher and the programme is started. Should the accommodation require excessive cleaning then an additional charge (set at a minimum of £100.00) will be made.
• Any faults, breakages, damage, or other issues with the accommodation must be reported to us at the earliest convenience. Any issues which could be deemed to affect the security or safety of your party, the accommodation or the site must be reported immediately and there is a 24-hour telephone number listed within the Forest Lodge Welcome Pack to enable you to do so. We will endeavour to deal with any issues raised as soon as they are brought to our attention, however, please be aware this may not always be possible, and we are not obliged to offer any refund or compensation as a result of any such issues.
• We reserve the right to charge the cost of rectifying damage caused by the accidental, deliberate, negligent, or reckless act of any member of your party to the property, its contents or structure. Should this damage become evident after you have departed, we reserve the right to send an invoice for the amount to the registered address, and to take further action if required. We will however make every effort to rectify any damage internally prior to contacting specialists to make the repairs, and therefore will make every effort to keep any costs that you would incur to a minimum.
• We reserve the right to charge you for the cost of replacing any items that are removed from the premises without consent. The charge will be the full replacement amount of the missing item, including any carriage charges. Should the fact that any item is missing become evident after your party has departed, we reserve the right to send an invoice for the amount to the registered address, and to take further action if required. We reserve the right to contact the appropriate authorities if we feel items have been stolen or damaged intentionally.
• We reserve the right to take action against any person found to have tampered/interfered with any fire detection equipment throughout the accommodation and/or the site, including detector heads, break glass points and fire extinguishers. Any person found to have tampered with any fire detection or firefighting equipment will be charged with any costs incurred by us due to their actions and may be asked to leave. Should any tampering/interference become evident after your party has departed, we reserve the right to send an invoice for the amount to the registered address, and to take further action if required
• There will be a minimum £25.00 charge should you or any member of your party lose or damage keys. Failure to return keys on departure could also incur the same charge.
• We will not be held liable should you lose any belongings or incur any damage to your property during your stay. If we find any lost property, we will make every reasonable effort to contact you and return it but if we cannot contact you and an item is not reclaimed with 3 months of your departure it will be disposed of by us.
• In all cases, except personal injury or death, our liability to you for the total of all claims arising out of your booking with us is limited to the cost of your booking less any insurance, cancellation, amendment or separate charges. We will not be responsible for any matters that result from any unforeseeable events that are beyond our control.
• Accommodation descriptions and all details both written and verbal are given in good faith and believed to be correct, but interpretation thereof can be subjective and as such their accuracy cannot be guaranteed. Accommodation details may vary over time from photographs and descriptions on the website, and we will not be accountable for any perceived inadequacies or discrepancies which do not materially affect your stay. Should you have any specific requirements or requests, we would advise that you contact us via email to discuss these at the earliest convenience.
• Parking is available at the accommodation for two cars, further vehicles can be parked in the main car park. All vehicles are left at the accommodation or in the car park at the owner’s/customer’s own risk, we do not accept responsibility for loss or damage. If a vehicle is left in the car park without the consent of the company, we reserve the right to remove the vehicle at the owner’s expense.

HOT TUB/JACUZZI USAGE – If Applicable
Please note that whilst the hot tubs are an added feature of the accommodation to be enjoyed by you and your party, they are by design a mechanical piece of equipment and as such can be subject to malfunction. Some faults are not always possible to repair immediately if and when they occur, and whilst every effort will be made to rectify the problem it may be beyond our control. We will not be liable for any inconvenience caused if upon arrival or during your stay the hot tub does malfunction and is out of action. We would ask that you notify us of any issues as soon as they become apparent, in order that we may deal with them promptly.
Please note: –

• To reduce our impact on the environment the hot tubs are maintained at approximately 38-degrees in temperature.
• Please notify a staff member if you wish to request a change. The hot tubs are checked and cleaned daily, and any chemicals required will be added.
• Children under 3 years of age are NOT permitted in the hot tubs.
• Children under 16 years of age must be supervised by a responsible adult.
• You are responsible for your actions and those of your party whilst using this facility and we cannot be held responsible for any misuse, accidents or injuries incurred whilst using the hot tubs.
• It is not advisable to drink alcohol whilst using the hot tubs, however, should you wish to do so, please note no glass is permitted in the hot tubs or immediate surrounding area and plastic items are provided for this purpose.
• For safety and hygiene reasons please shower before use to remove skin creams, nail polish and cosmetics.
• Take care when wet to avoid slipping on decking.
• Do not add any product of any kind (e.g., shampoo, soap etc.) to the hot tub water.
• Please be respectful of other guests and residents and keep noise to a minimum.
• We kindly ask that you respect our intention to maintain high levels of hygiene and safety at all times. Should the hot tub be found to be contaminated in any way we reserve the right to charge to cover additional cleaning and decontamination processes. This can happen when the terms and conditions of use are not followed by all users. A charge of £200.00 will be made for extra cleaning of any Hot Tub. Where any Hot Tub has had to be drained because of glass or foreign matter found in the tub then a further charge of £75 will be made against the booking.

SKY TV
Please note that whilst the SKY TV Box are an added feature of the accommodation to be enjoyed by you and your party, they are by design a mechanical piece of equipment and as such can be subject to malfunction. Some faults are not always possible to repair immediately when they occur, and whilst every effort will be made to rectify the problem it may be beyond our control. We will not be liable for any inconvenience caused if upon arrival or during your stay the SKY TV does malfunction and is out of action. We would ask that you notify us of any issues as soon as they become apparent, in order that we may deal with them promptly.

Key Collection
To make sure social distancing is maintained, all keys will be disinfected on each changeover and left in the lodge ready for you at Check-In

Hot Tubs
Proper operation and maintenance (including disinfection with chlorine and bromine) of these facilities should deactivate the virus in the water. Frequent touch surfaces will be cleaned meticulously with the correct cleaning products. Hot tubs should not be shared between guests staying in different properties.

MISCELLANEOUS
You’re booking and any dispute between us will be governed by and construed in accordance with the laws of England and Wales. You agree to submit to the exclusive jurisdiction of the Courts of England and Wales over any matter arising out of our agreement or your visit.

Should any of these terms and conditions be deemed by law to be void, the remainder of will, if capable, continue in full force and effect. The headings are included for convenience only and shall not affect its interpretation or construction.

OUR AIM
We aim to provide a relaxing break in a welcoming environment. To ensure the maximum enjoyment of your break and that of all our other guests you must comply with all the requirements in this agreement. We draw your particular attention to the paragraphs below and to any safety and other information you will receive on or before arrival. You must also note and comply with all verbal or written guidance, especially safety guidance supplied to you by us or one of our staff. You must comply with all notices.  We reserve the right to cancel any booking without notice or refund in the event we believe it to be in breach of our terms and conditions. Please check all the details in your Booking Confirmation promptly after receiving the confirmation and notify as soon as possible if you think we have made any mistakes or errors with your Booking.

PAYMENT
We are sorry, but we do not accept Diners, JCB payments or Cheques.

You will be asked to pay a deposit of 20% of the total cost at time of booking. Please note under all circumstances this is non-refundable.

The remaining balance is to be paid 4 weeks before the check-in date. We will email you a reminder and secure payment link to arrange the payment. Please note it is your responsibility to arrange the payment as it becomes due. If this is not arranged and we cannot make contact, we will cancel the reservation and reserve the right to resell the dates in question.

Bookings made within 4 weeks of arrival will be required to pay the full balance upon booking regardless of the booking date. Additionally all bookings specifically for the Christmas and New Year periods are subject to a 35% non-refundable deposit.

By booking you agree that we have the right either during or after your stay to recover from you, the costs of:

Any accommodation charges which remain unpaid and in breach of the above payment terms, and/or
Any property or accommodation damage, and/or
Any compensation we may pay to others, and/or
Any other costs, fees or levies which we may incur, resulting from your or any member of your party’s action or inaction and from any breach of this agreement.

REFUNDABLE DAMAGE DEPOSIT
We ask for a refundable ‘Damage Deposit’ of £200 per booking (Glenmore and Cairngorm Lodge) or £100 per booking (Speyside Suite) regardless of duration. This is payable alongside your final balance, 28 days prior to your arrival date.  We will deduct the cost of any damages, breakages or additional cleaning from the Cautionary Deposit and return the balance (if any) to You within 14 days of Your departure.  If the amount is greater than the Cautionary Deposit, you must pay for any amount which exceeds the Cautionary Deposit.

Should our housekeeping team find that our accommodations have been left in an unsatisfactory state, then The Hollies Retreats reserve the right to deduct the cost of excessive cleaning costs from the cautionary deposit. In all instances, our accommodations should be left in the same cleanliness they were found in. Details of where to find bins etc. can be found in the Welcome Pack provided to you by QR code inside each property.

CANCELLATION AND CHANGES BY YOU
In the event that you may need to cancel your booking, this must be done in writing by letter or email and cannot be done over the phone.  Please contact us immediately via email on [email protected] or write to: The Hollies, (HHL Ltd) Forest Road, Little Budworth, Tarporley, Cheshire, CW6 9ES.

YOUR RIGHT TO CANCEL OR TRANSFER THE BOOKING
We will in most circumstances offer to transfer a booking to a future date before the full balance payment is due if you decide you wish to amend the dates of your stay. The balance due date for bookings is four weeks before their holiday is due to start. Therefore, if you decide to cancel your holiday before your final balance due date, you will forfeit the 20% deposit, but we will waive your liability for the remainder of the balance. This means that no further amount will be collected from you in such an event. Should you cancel on or after your new balance due date you will be liable for the full balance of the booking. We will however make every effort to resell dates where bookings are cancelled and not moved to a future date, and in the event, we are successful in this endeavour, your final outstanding balance would be refunded to you.

Due to the popularity of bookings for Christmas and New Year, the above cancellation terms and conditions do not apply and any cancellations for Christmas or New Year will be subject to the full cost of the booking regardless of notice given.

PETS
Pets are allowed at all properties (at an additional charge of £40 per stay) the cleaning fee should be paid when booking. This applies to a maximum of two pets per property. If the guest exceeds the stated number of pet(s), the Owner (or his representative) has the right to:

• Refuse to allow you and your Guests to enter or stay in the Property; or
• Ask you and your Guests to leave the Property before the end of the Holiday Period.

If any guest has an allergy to dogs, please be aware that neither our Owners nor we can guarantee that a dog has not stayed in a particular Property. Neither we nor our Owners can accept responsibility for any suffering which may occur as a result of such animals having been present in a property.

The following dog terms apply:

• Dogs must be under strict control at all times while in or at the Property.
• Any fouling must be cleared up without delay, any guests found to not be clearing up their dog’s mess will be subject to £100 charge, deducted from the cautionary deposit;
• The law states that being unaware a dog has fouled or not having a suitable bag is not a reasonable excuse for failing to clear up dog mess.
• The dog owner must bring the dog’s bed or basket for sleeping in;
• Dogs must not be left alone in or at the Property or elsewhere at any time.
• Dogs must not lie on beds or furnishings, and hair must be cleared up before departing.
• Dog owners must ensure that their pets are free from parasites and fleas before they occupy the Property. Failure to do so may incur subsequent charges;
• Young dogs (e.g. puppies less than 6 months’ old) must be declared to us at the time of booking and authorised by the Owner;
• You will be liable for any damage caused by any Holidaymakers’ dogs. Any damage is to be reported to the Owner (or their representative) immediately. Any additional cleaning required, that may incur an additional charge, will be at the Owner’s discretion.

• Registered assistance dogs are allowed in all Properties.
• You must notify us of the intended presence of any assistance dogs, with evidence of registration, prior to making a booking.

Pets other than dogs may be allowed at the Owner’s discretion. This must be approved prior to making a booking and can be arranged by telephoning the Reservations team.

If you break these terms, the Owner (including their representative) or we may notify you that you have broken these, and you will be liable for all damage caused by you and your Guests’ pets. 

CANCELLATION AND CHANGES BY US
We have the right to cancel your booking, or to instruct you or your party to leave immediately, without compensation or refund, should you or any of your party not comply with this agreement, particularly terms relating to behaviour and conduct. In the unlikely circumstances of a “Force Majeure” we may have to cancel your booking. We will tell you as soon as possible and offer you an alternative or full refund. We cannot pay any compensation or any reimbursement of any expenses or costs you may incur as a result of any such cancellation or charge. 

YOUR BOOKING
We reserve the right to obtain the full name, date of birth and address of the lead booker when confirming your booking. You (the booker) must be a member of your party unless we agree otherwise. We permit you (the booker) and members of the booker’s party (but no one else) to occupy the property for holiday purposes only. You must declare the correct number of additional guests during booking and, if this changes, you must inform us before the booking commences. No more than the maximum number of persons stated on our website may occupy the accommodation unless by prior written agreement with us. Extra charges may be applicable if the number of guests differs from the number on the booking. We consider children to be those aged 16 or under. Those over the age of 16 will be treated as adults for occupancy/charging purposes. Please note that we do not accept bookings from Stag and Hen parties, if you are found to be a booking that we feel fits into this category and you did not disclose this at the time of booking then we reserve the right to cancel your booking and/or remove you from the site. No refund or compensation would be offered.

CHECK-IN / OUT

The Hollies Highland Lodges operate a contactless arrival system with keys and welcome information available in your lodge from 4pm.

4pm Check In
10am Check Out

We reserve the right to request photographic ID at check-in for the booker/lead member of your party and reserve the right to withhold access to the accommodation if you are unable to provide this. No refund or compensation will be given if you are unable or unwilling to comply with this requirement.

YOUR STAY

• As lead booker, you are responsible for the behaviour of all members of your party. Behaviour should be in keeping with the environment and should not be excessive, noisy, or disruptive, especially at night. We ask that noise is kept to a minimum after 10pm. Offensive or illegal behaviour will not be tolerated and may result in the police being involved. Offensive or aggressive behaviour or language towards our staff is not acceptable

• We may ask you and/or any member of your party to leave immediately if your conduct results in police attendance or is considered by us to be inappropriate; likely to cause harm; or impair the enjoyment, comfort, or safety of anyone; or is likely, in our belief, to breach any of this agreement. No refunds or compensation will be given in these circumstances, and we reserve the right not to accept any future bookings from you or any member of your party.

• There must be at least one capable and responsible adult over the age of 21 in every accommodation unit. You are responsible for the supervision of all members or your party under the age of 21.

• Children must be supervised by a responsible adult at all times on site.

• There is a no smoking policy inside all of our accommodation. Guests who disregard or breach our no smoking policy within the accommodation will be charged for de-fuming costs and may be liable to further sanctions.

• We would kindly request that the accommodation is kept in a reasonable order and that on the day of departure any used kitchen items are placed into the dishwasher and the programme is started. Should the accommodation require excessive cleaning then an additional charge (set at a minimum of £50.00) will be made. Any faults, breakages, damage, or other issues with the accommodation must be reported to us at the earliest convenience.  Any issues which could be deemed to affect the security or safety of your party, the accommodation or the site must be reported immediately and there is a 24-hour telephone number listed within the accommodation handbook to enable you to do so.  We will endeavour to deal with any issues raised as soon as they are brought to our attention, however, please be aware this may not always be possible, and we are not obliged to offer any refund or compensation as a result of any such issues. We reserve the right to charge the cost of rectifying damage caused by the accidental, deliberate, negligent, or reckless act of any member of your party to the property, its contents or structure. Should this damage become evident after you have departed, we reserve the right to send an invoice for the amount to the registered address, and to take further action if required. We will however make every effort to rectify any damage internally prior to contacting specialists to make the repairs, and therefore will make every effort to keep any costs that you would incur to a minimum. We reserve the right to charge you for the cost of replacing any items that are removed from the premises without consent. The charge will be the full replacement amount of the missing item, including any carriage charges. Should the fact that any item is missing become evident after your party has departed, we reserve the right to send an invoice for the amount to the registered address, and to take further action if required.  We reserve the right to contact the appropriate authorities if we feel items have been stolen or damaged intentionally.

• We reserve the right to take action against any person found to have tampered/interfered with any fire detection equipment throughout the accommodation and/or the site, including detector heads, break glass points and fire extinguishers. Any person found to have tampered with any fire detection or firefighting equipment will be charged with any costs incurred by us due to their actions and may be asked to leave.  Should any tampering/interference become evident after your party has departed, we reserve the right to send an invoice for the amount to the registered address, and to take further action if required.

• There will be a minimum £25.00 charge should you or any member of your party lose or damage keys. Failure to return keys on departure could also incur the same charge.

• We will not be held liable should you lose any belongings or incur any damage to your property during your stay.  If we find any lost property, we will make every reasonable effort to contact you and return it but if we cannot contact you and an item is not reclaimed with 3 months of your departure it will be disposed of by us.

• In all cases, except personal injury or death, our liability to you for the total of all claims arising out of your booking with us is limited to the cost of your booking less any insurance, cancellation, amendment, or separate charges. We will not be responsible for any matters that result from any unforeseeable and unforestallable events that are beyond our control. Accommodation descriptions and all details both written and verbal are given in good faith and believed to be correct, but interpretation thereof can be subjective and as such their accuracy cannot be guaranteed. Accommodation details may vary over time from photographs and descriptions on the website, and we will not be accountable for any perceived inadequacies or discrepancies which do not materially affect your stay.  Should you have any specific requirements or requests, we would advise that you contact us via email to discuss these at the earliest convenience.

• Parking is available in the main car park.  All vehicles are left at the accommodation or in the car park at the owner’s/customer’s own risk, we do not accept responsibility for loss or damage. If a vehicle is left in the car park without the consent of the company, we reserve the right to remove the vehicle at the owner’s expense.

HOT TUB/JACUZZI USAGE – If Applicable
Please note that whilst the hot tubs are an added feature of the accommodation to be enjoyed by you and your party, they are by design a mechanical piece of equipment and as such can be subject to malfunction. Some faults are not always possible to repair immediately if and when they occur, and whilst every effort will be made to rectify the problem it may be beyond our control. We will not be liable for any inconvenience caused if upon arrival or during your stay the hot tub does malfunction and is out of action.  We would ask that you notify us of any issues as soon as they become apparent, in order that we may deal with them promptly.

Please note: –

• To reduce our impact on the environment the hot tubs are maintained at approximately 38-degrees in temperature.

• Please notify a staff member if you wish to request a change. The hot tubs are checked and cleaned daily and any chemicals required will be added.

• Children under 3 years of age are NOT permitted in the hot tubs.

• Children under 16 years of age must be supervised by a responsible adult.

• You are responsible for your actions and those of your party whilst using this facility and we cannot be held responsible for any misuse, accidents or injuries incurred whilst using the hot tubs.

• It is not advisable to drink alcohol whilst using the hot tubs, however, should you wish to do so, please note no glass is permitted in the hot tubs or immediate surrounding area and plastic items are provided for this purpose.

• For safety and hygiene reasons please shower before use to remove skin creams, nail polish and cosmetics.

• Take care when wet to avoid slipping on decking.
• Do not add any product of any kind (e.g., shampoo, soap etc.) to the hot tub water.

• Please be respectful of other guests and residents and keep noise to a minimum.

We kindly ask that you respect our intention to maintain high levels of hygiene and safety at all times. Should the hot tub be found to be contaminated in any way we reserve the right to charge to cover additional cleaning and decontamination processes.  This can happen when the terms and conditions of use are not followed by all users.  A charge of £200.00 will be made for extra cleaning of any Hot Tub.  Where any Hot Tub has had to be drained because of glass or foreign matter found in the tub then a further charge of £75 will be made against the booking.

Key Collection
To make sure social distancing is maintained, all keys to be collected will be disinfected on each changeover and left in the property ready.

Hot Tubs – If Applicable (Cairngorm Cottage and Glenmore Only)
Proper operation and maintenance (including disinfection with chlorine and bromine) of these facilities should deactivate the virus in the water. Frequent touch surfaces will be cleaned meticulously with the correct cleaning products. Hot tubs should not be shared between guests staying in different properties.

MISCELLANEOUS
You’re booking and any dispute between us will be governed by and construed in accordance with the laws of Scotland. You agree to submit to the exclusive jurisdiction of the Courts of Scotland over any matter arising out of our agreement or your visit. Should any of these terms and conditions be deemed by law to be void, the remainder of will, if capable, continue in full force and effect. The headings are included for convenience only and shall not affect its interpretation or construction.

If you have any specific questions about our Booking Conditions, please call us on 03330 151320 and chat with a member of our team or email [email protected]. It is important to us that you understand the terms on which we are making our agreement. Please read these terms carefully. These terms include important information you need to know before you book. Please note House Conditions for use of Muckrach Country House are provided separately upon payment of the final balance or available earlier upon request.
1. Your obligation
1.1
When the following words with capital letters are used in these Terms, this is what they will mean:

• HFS Highland Limited, a company incorporated in England and Wales with company number 08787479 whose registered office address is at Forest Road, Little Budworth, Tarporley, Cheshire, CW6 9ES; referred to hereafter as HFSH for the purposes of this document.
• Refundable Damages Deposit: Along with your final balance, we will collect £1500 as a refundable damages deposit. This is payable alongside your final balance, 28 days prior to your arrival date.  We will deduct the cost of any damages, breakages or additional cleaning from the Cautionary Deposit and return the balance (if any) to You within 14 days of Your departure.  If the amount is greater than the Cautionary Deposit, you must pay for any amount which exceeds the Cautionary Deposit.
• Booking: the booking of the Property by You in accordance with condition 3, subject to these terms and conditions and the House Conditions;
• Cancellation: a cancellation of the Booking Agreement in accordance with these terms and conditions;
• Booking Agreement: an agreement between HFSH and You for the letting of the Property;
• Commencement Date: the date from which You have booked the Property;
• Deposit: a deposit of 30% of the total Rental Fee, payable by You to HFSH in accordance with Condition 4.4 when making a Booking;
• Due Date: For sole rental of Muckrach Country House, your final balance will be due 8 weeks prior to the Commencement Date. For full site rental of Muckrach Country House and its lodges your final balance will be due 12 weeks prior to the Commencement Date;
• Overdue Payments: any balance unpaid after the due date;
• House Conditions: any special terms that HFSH notifies to You that the rental of the Property shall be subject to;
• Late Departure Fee: an amount equivalent to any and all costs incurred by HFSH as a result of Your late departure from the Property, including (but not limited to) charges incurred as a result of cleaners being prevented from accessing a Property at the departure time;
• Owner: the owner of the Property;
• Rental Fee: the fee payable by You for the use of the Property;
• Rental Period: the period which the Property is let to You in accordance with the terms of the agreement;
• Booking Agreement and the House Conditions;
• Terms: the terms and conditions set out in this document; and
• You: the person or persons making the Booking.
• Where the words ‘writing’ or ‘written’ are used in these Terms, this will include e-mail unless stated otherwise.

2. HFS Highlands Ltd contract with You
2.1
The contractual relationship in connection with the Booking is between HFSH and You.
2.2
These Terms and the House Conditions apply to any Bookings and the relationship between You and HFSH
2.3
Please ensure that You read these Terms carefully and check that the details You provide in accordance with clause 3 are complete and accurate, before You sign. If You think there is a mistake or require any changes, please contact HFSH to discuss.  HFSH will confirm any changes in writing.

3. Making a Booking
3.1
Bookings may be made by telephone, email only.
3.2
Where a booking Deposit is payable in accordance with condition 4.4 and HFSH do not receive the Deposit within 3 days HFSH of the provisional Booking being made, HFSH reserve the right to cancel Your Booking and re-advertise the Property
3.3
When making Your Booking You must specify the maximum number of people that will be staying at the Property and then, a month prior to your stay. Where the booking party are not found to be staying at the Property, HFSH have the right to immediately terminate the Booking Agreement and remove You and the entire party from the Property without any refund or alternative accommodation being provided.
3.4
When You complete and submit a booking form, this does not mean that HFSH has accepted your order.  HFSH acceptance of Your order will take place as described in clause 3.5.
3.5
Your Booking will not be complete until You receive a confirmation document.
3.6
HFSH reserve the right to accept or refuse Bookings.

4. Payment
4.1
Payments can be made by the payment link provided using debit cards, Visa or Mastercard credit cards and Amex. Please note Diners Club cards are not accepted.
Cautionary deposits must be made via the link via our booking system Only.
4.2
There will be no surcharge for payment made by credit card.
4.3
Cheques are no longer accepted as a payment method and all payments made to HFS Highlands Ltd must be made via the secure payment link provided.
4.4
A Deposit of 30% will only be payable when making a Booking more than 2 months prior to the Commencement Date. If a Booking is made 2 months or fewer before the Commencement Date, full payment of the Rental Fee is required along with any Cautionary Deposit.
4.5
HFS Highlands will request a Cautionary Deposit pursuant to the terms of the House Conditions.
4.6
Where a Deposit has been paid in accordance with condition 4.5, payment of the balance of the Rental Fee (and the Cautionary Deposit, if requested) must be made by the Due Date.
4.7
If You fail to pay the balance of the Rental Fee, together with the Cautionary Deposit by the Due Date, HFSH reserve the right to re-let the Property You have booked and retain any Deposit HFSH have received.

5. Booking changes by You
5.1
Once a Booking has been accepted and confirmed by HFSH in accordance with condition 3, the Booking can only be changed:
a) with the prior written agreement of HFSH; and
b) by no later than the Due Date.
5.2
HFSH will charge an administration fee of £60 for any changes made to a Booking.
5.3
Changes to the Commencement Date or to the chosen Property may result in the Cancellation of Your initial Booking and the creation of another. In these circumstances, HFSH reserve the right to charge the cancellation charges which are set out in condition 6.3.

6. Cancellation by You
6.1
You may cancel Your Booking at any time by contacting HFS Highlands Ltd by email or by sending written notice to HFS Highlands Ltd, Forest Road, Little Budworth, Tarporley,   CW6 9ES
6.2
Where You cancel Your Booking in accordance with this condition 6.2 the cancellation charges set out in condition 6.3 will apply.
6.3
In the event of a Cancellation by You:
a) if HFSH are unable to re-let the Property for the whole of the Rental Period, You will have to pay the Rental Fee in full (minus any Deposit and Cautionary Deposit paid); or
b) if HFSH are able to re-let the Property for the whole or part of the Rental Period, you will have to pay the difference between Rental Fee and the fee obtained by HFSH for the whole or part of the Rental Period (minus any Deposit and Cautionary Deposit paid).
6.4
Cancellation insurance is not compulsory, but we strongly recommend insurance to protect you in the event that you need to cancel your booking.

7. Property Availability
7.1
The House Conditions set out the check-in and check-out times applicable to the Property.
7.2
Where You fail to vacate the Property in accordance with the House Conditions, HFSH reserves the right to charge You the Late Departure Fee.
7.3
If for any reason beyond HFSH’s control a Property is no longer available on the date booked, or the Property becomes unsuitable for letting, HFSH may:
a) cancel the Booking and refund all payments made by You in full (including the Rental Fee and any Deposit or Cautionary Deposit)
HHL reserve the right to cancel a booking and return all payments made in full.

8. Use of Property
8.1
Specific terms relating to the use of the Property, including the number of permitted guests, types of use and noise are set out in the House Conditions.
8.2
HHL reserves the right to refuse You access to the Property and/or to terminate the Booking Agreement if the House Conditions are breached.

9. The Letting
9.1
The letting confers upon You the right only to occupy for a holiday within the meaning of Schedule 1, Paragraph 9 of the Housing Act 1988.

10.Your obligation
10.1
You agree:
a) not to enter the Property before the check-in time specified in the House Conditions on the Commencement Date unless otherwise agreed by HFSH in writing;
b) to vacate the Property by no later than the check-out time specified in the House Conditions on the agreed day of departure unless otherwise agreed by HFSH in writing;
c) to pay for any losses or damages to the Property, caused by You or a member of Your party (reasonable wear and tear excluded);
d) to take good care of the Property, including but not limited to its grounds, furnishings, pictures, kitchen equipment and other fixtures and fittings, during Your stay and to leave it in a clean and tidy condition at the end of the Rental Period. Should HFSH be dissatisfied with the condition of the Property upon Your departure, You will be liable for any charges associated with additional cleaning (such as carpet cleaning or removal of unwanted items) or for damage caused during Your stay;
e) to permit HFSH and their agent’s reasonable access to the Property for the purposes of inspection, maintenance or repairs;
f) not to part with possession of the Property, or share it, except with the members of the party confirmed in the Booking;
g) not to sell or transfer the Booking to another party without HFSH’s written agreement;
h) not to have anyone, other than those detailed on the Booking, staying at the Property; and
i) to respect the well-being of those occupants of adjoining or nearby properties and not to cause any annoyance or become a nuisance. Complaints from adjoining or nearby occupants regarding Your behaviour may result in HFSH requiring You to leave the Property immediately without a refund of any monies paid by You.
10.2.
HFSH recommend that You take out Your own insurance to cover against any damages that may occur. You should ensure that any such insurance covers You for pre-booked UK self-catering holidays.

11. Payments for damages and return of Cautionary Deposit
11.1
Any damages, breakages or the need for additional cleaning that is discovered at the Property at the time of Your departure must be paid for upon departure. If any damages, breakages or the need for additional cleaning is discovered following Your departure, HFSH will invoice You for those damages, breakages or additional cleaning and such invoices will be payable immediately upon Your receipt of them.
11.2
Where a Cautionary Deposit has been provided, HFSH will deduct the cost of any damages, breakages or additional cleaning from the Cautionary Deposit and return the balance (if any) to You within 2 weeks of Your departure.  If the amount is greater than the Cautionary Deposit, You must pay for any amount which exceeds the Cautionary Deposit.

12. Liability
12.1
HFSH and the Owner accept no liability for any loss of income or revenue, loss of business, loss of profits or contract, loss of anticipated savings or for any indirect or consequential loss or damage of any kind however arising and whether caused by tort (including negligence), breach of Booking Agreement or otherwise, even if foreseeable.
12.2
Nothing in these conditions excludes or limits our liability;

1. death or personal injury caused by Our negligence or the negligence of Our employees, agents or subcontractors;
2. fraud or fraudulent misrepresentation; or
3. breach of the terms implied by section 2 of the Supply of Goods and Services Act 1982 (title and quiet possession).

12.3
HFSH accept no liability for complaints or concerns which relate to the Property or to the Property’s condition which You raise after Your departure from the Property. All complaints about the Property and the Property’s condition must be raised in accordance with condition 15.1.
12.4
In all cases, except for personal injury or death, HFSH’s liability to You for the total of all claims arising out of the letting is limited to the Rental Fee.
12.5
This Booking Agreement is between You and HFSH. No other person shall have any rights to enforce any of its terms.

13. Pets
13.1
You must adhere to the pet policy as set out in the House Conditions.
13.2
Where the House Conditions provide consent to pets at the Property, You agree to these conditions and a charge for each pet to cover the extended cleaning of the Property.
13.3
You will be responsible for any cleaning or other costs that are incurred by HHL as a result of You failing to meet Your obligations under condition 13.2.

14. No smoking policy
14.1
None of the Muckrach Estate Properties permits smoking.

15. Complaints
15.1
Any complaints or concerns that You may have about the Property or the Property’s condition must be communicated to HFSH at the time the issue first comes to Your attention.
15.2
HFSH will accept no liability for complaints or concerns raised by You which relate to the Property or to the Property’s condition which You raise after Your departure from the Property.
15.3
Complaints must not be raised directly with HFSH or an estate employee.
15.4.    If a complaint is not resolved during the Booking, You should write to HFSH within fourteen days providing details and evidence relating to the complaint.

16. Termination of the agreement
16.1
If You commit a breach of any of these conditions, HFSH reserve the right to re-enter the Property and terminate the Booking Agreement with immediate effect and with no sums (of whatever nature) refunded to You.
16.2
Termination of the Booking Agreement pursuant to this condition 18 does not affect the Owner’s other rights and remedies.

17. Changes to Terms
17.1
HFSH may revise these Terms from time to time.
17.2
If HFSH has to revise these Terms under clause 18.1, We will give You at least 1 week’s written notice of any changes to these Terms before they take effect. You can choose to cancel the contract in accordance with clause 6.

18. How HFSH may use Your personal information
18.1
HFSH will use the personal information You provide to:

1. facilitate the Booking
2. process Your payment for the Booking; and
3. inform You about similar products or services that HFSH provide, but You may stop receiving these at any time by contacting HFSH.

18.2
Any information provided to HFSH on the Booking Form in accordance with clause 3.3 will not be disclosed to any third parties without Your consent.

19. Jurisdiction and governing law
19.1.
These Terms are governed by English law. You agree to submit to the non-exclusive jurisdiction of the English courts. However, if You are a resident of Northern Ireland You may also bring proceedings in Northern Ireland, and if You are a resident of Scotland, You may also bring proceedings in Scotland.

20. General
20.1
HFSH may transfer their rights and obligations under these Terms to another organisation, and will notify You in writing if this happens, but this will not affect Your rights or HFSH’s obligations under these Terms.
20.2
Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
20.3
If HFSH fails to insist that You perform any of Your obligations under these Terms, or if HFSH do not enforce it’s rights against You, or if HFSH delays in doing so, that will not mean that HFSH has waived its rights against You and will not mean that You do not have to comply with those obligations. If HFSH does waive a default by You, HFSH will only do so in writing, and that will not mean that HFSH will automatically waive any later default by You.

20.4
Hot Tub/ Jacuzzi Liability: Please note that whilst the hot tubs are an added feature of the accommodation to be enjoyed by you and your party, they are by design a mechanical piece of equipment and as such can be subject to malfunction. Some faults are not always possible to repair immediately if and when they occur, and whilst every effort will be made to rectify the problem it may be beyond our control. We will not be liable for any inconvenience caused if upon arrival or during your stay the hot tub does malfunction and is out of action.  We would ask that you notify us of any issues as soon as they become apparent, in order that we may deal with them promptly. A charge of £200.00 will be made for extra cleaning of any Hot Tub. Where the Hot Tub has had to be drained because of glass or foreign matter found in the tub then a further charge of £200.00 will be made against the booking.

OUR AIM
We aim to provide a relaxing break in a welcoming environment. To ensure the maximum enjoyment of your break and that of all our other guests you must comply with all the requirements in this agreement. We draw your particular attention to the paragraphs below and to any safety and other information you will receive on or before arrival. You must also note and comply with all verbal or written guidance, especially safety guidance supplied to you by us or one of our staff. You must comply with all notices.  We reserve the right to cancel any booking without notice or refund in the event we believe it to be in breach of our terms and conditions. Please check all the details in your Booking Confirmation promptly after receiving the confirmation and notify as soon as possible if you think we have made any mistakes or errors with your Booking.

PAYMENT
We are sorry, but we do not accept Diners, JCB payments or Cheques.

You will be asked to pay a deposit of 20% of the total cost at time of booking. Please note under all circumstances this is non-refundable.

The remaining balance is to be paid 4 weeks before the check-in date. We will email you a reminder and secure payment link to arrange the payment. Please note it is your responsibility to arrange the payment as it becomes due. If this is not arranged and we cannot make contact, we will cancel the reservation and reserve the right to resell the dates in question.

Bookings made within 4 weeks of arrival will be required to pay the full balance upon booking regardless of the booking date. Additionally all bookings specifically for the Christmas and New Year periods are subject to a 35% non-refundable deposit.

By booking you agree that we have the right either during or after your stay to recover from you, the costs of:

Any accommodation charges which remain unpaid and in breach of the above payment terms, and/or
Any property or accommodation damage, and/or
Any compensation we may pay to others, and/or
Any other costs, fees or levies which we may incur, resulting from your or any member of your party’s action or inaction and from any breach of this agreement.

CAUTIONARY DEPOSIT
We ask for a refundable ‘Cautionary Deposit’ at £350 per booking, regardless of duration. This is payable alongside your final balance, 28 days prior to your arrival date. We will deduct the cost of any damages, breakages or additional cleaning from the Cautionary Deposit and return the balance (if any) to You within 14 days of Your departure. If the amount is greater than the Cautionary Deposit, you must pay for any amount which exceeds the Cautionary Deposit.

Should our housekeeping team find that our accommodations have been left in an unsatisfactory state, then The Hollies Retreats reserve the right to deduct the cost of excessive cleaning costs from the cautionary deposit. In all instances, our accommodations should be left in the same cleanliness they were found in. Details of where to find bins etc. can be found in the Welcome Pack provided to you by QR code inside each property.

CANCELLATION AND CHANGES BY YOU
In the event that you may need to cancel your booking, this must be done in writing by letter or email and cannot be done over the phone. Please contact us immediately via email on [email protected] or write to: The Hollies, (HFS Highland Ltd) Forest Road, Little Budworth, Tarporley, Cheshire, CW6 9ES.

YOUR RIGHT TO CANCEL OR TRANSFER THE BOOKING
We will in most circumstances offer to transfer a booking to a future date before the full balance payment is due if you decide you wish to amend the dates of your stay. The balance due date for bookings is four weeks before their holiday is due to start.

Therefore, if you decide to cancel your holiday before your final balance due date, you will forfeit the 20% deposit, but we will waive your liability for the remainder of the balance. This means that no further amount will be collected from you in such an event.

Should you cancel on or after your balance due date you will be liable for the full balance of the booking. We will however make every effort to resell dates where bookings are cancelled and not moved to a future date, and in the event, we are successful in this endeavour, your final outstanding balance would be refunded to you.

Due to the popularity of bookings for Christmas and New Year, the above cancellation terms and conditions do not apply and any cancellations for Christmas or New Year will be subject to the full cost of the booking regardless of notice given.

PETS
Pets are allowed at all properties (at an additional charge of £40 per stay) the cleaning fee should be paid when booking. This applies to a maximum of two pets per property. If the guest exceeds the stated number of pet(s), the Owner (or his representative) has the right to:

• Refuse to allow you and your Guests to enter or stay in the Property; or
• Ask you and your Guests to leave the Property before the end of the Holiday Period.

If any guest has an allergy to dogs, please be aware that neither our Owners nor we can guarantee that a dog has not stayed in a particular Property. Neither we nor our Owners can accept responsibility for any suffering which may occur as a result of such animals having been present in a property.

The following dog terms apply:

• Dogs must be under strict control at all times while in or at the property.
• Any fouling must be cleared up without delay, any guests found to not be clearing up their dog’s mess will be subject to £100 charge, deducted from the cautionary deposit;
• The law states that being unaware a dog has fouled or not having a suitable bag is not a reasonable excuse for failing to clear up dog mess.
• The dog owner must bring the dog’s bed or basket for sleeping in;
• Dogs must not be left alone in or at the property or elsewhere at any time.
• Dogs must not lie on beds or furnishings, and hair must be cleared up before departing.
• Dog owners must ensure that their pets are free from parasites and fleas before they occupy the Property. Failure to do so may incur subsequent charges;
• Young dogs (e.g. puppies less than 6 months’ old) must be declared to us at the time of booking and authorised by the Owner;
• You will be liable for any damage caused by any Holidaymakers’ dogs. Any damage is to be reported to the Owner (or their representative) immediately. Any additional cleaning required, that may incur an additional charge, will be at the Owner’s discretion.

• Registered assistance dogs are allowed in all Properties.
• You must notify us of the intended presence of any assistance dogs, with evidence of registration, prior to making a booking.

Pets other than dogs may be allowed at the Owner’s discretion. This must be approved prior to making a booking and can be arranged by telephoning the Reservations team.

If you break these terms, the Owner (including their representative) or we may notify you that you have broken these, and you will be liable for all damage caused by you and your Guests’ pets. 

CANCELLATION AND CHANGES BY US
We have the right to cancel your booking, or to instruct you or your party to leave immediately, without compensation or refund, should you or any of your party not comply with this agreement, particularly terms relating to behaviour and conduct. In the unlikely circumstances of a “Force Majeure” we may have to cancel your booking. We will tell you as soon as possible and offer you an alternative or full refund. We cannot pay any compensation or any reimbursement of any expenses or costs you may incur as a result of any such cancellation or charge. 

YOUR BOOKING
We reserve the right to obtain the full name, date of birth and address of the lead booker when confirming your booking. You (the booker) must be a member of your party unless we agree otherwise. We permit you (the booker) and members of the booker’s party (but no one else) to occupy the property for holiday purposes only. You must declare the correct number of additional guests during booking and, if this changes, you must inform us before the booking commences. No more than the maximum number of persons stated on our website may occupy the accommodation unless by prior written agreement with us. Extra charges may be applicable if the number of guests differs from the number on the booking. We consider children to be those aged 16 or under. Those over the age of 16 will be treated as adults for occupancy/charging purposes. Please note that we do not accept bookings from Stag and Hen parties, if you are found to be a booking that we feel fits into this category and you did not disclose this at the time of booking then we reserve the right to cancel your booking and/or remove you from the site. No refund or compensation would be offered.

CHECK-IN / OUT

The Hollies Highland Lodges operate a contactless arrival system with keys and welcome information available in your lodge from 4pm.

4pm Check In
10am Check Out

We reserve the right to request photographic ID at check-in for the booker/lead member of your party and reserve the right to withhold access to the accommodation if you are unable to provide this. No refund or compensation will be given if you are unable or unwilling to comply with this requirement.

YOUR STAY

• As lead booker, you are responsible for the behaviour of all members of your party. behaviour should be in keeping with the environment and should not be excessive, noisy, or disruptive, especially at night. We ask that noise is kept to a minimum after 10pm. Offensive or illegal behaviour will not be tolerated and may result in the police being involved. Offensive or aggressive behaviour or language towards our staff is not acceptable

• We may ask you and/or any member of your party to leave immediately if your conduct results in police attendance or is considered by us to be inappropriate; likely to cause harm; or impair the enjoyment, comfort, or safety of anyone; or is likely, in our belief, to breach any of this agreement. No refunds or compensation will be given in these circumstances, and we reserve the right not to accept any future bookings from you or any member of your party.

• There must be at least one capable and responsible adult over the age of 21 in every accommodation unit. You are responsible for the supervision of all members or your party under the age of 21.

• Children must be supervised by a responsible adult at all times on site.

• There is a no smoking policy inside all of our accommodation. Guests who disregard or breach our no smoking policy within the accommodation will be charged for de-fuming costs and may be liable to further sanctions.

• We would kindly request that the accommodation is kept in a reasonable order and that on the day of departure any used kitchen items are placed into the dishwasher and the programme is started. Should the accommodation require excessive cleaning then an additional charge (set at a minimum of £50.00) will be made. Any faults, breakages, damage, or other issues with the accommodation must be reported to us at the earliest convenience.  Any issues which could be deemed to affect the security or safety of your party, the accommodation or the site must be reported immediately and there is a 24-hour telephone number listed within the accommodation handbook to enable you to do so.  We will endeavour to deal with any issues raised as soon as they are brought to our attention, however, please be aware this may not always be possible, and we are not obliged to offer any refund or compensation as a result of any such issues. We reserve the right to charge the cost of rectifying damage caused by the accidental, deliberate, negligent, or reckless act of any member of your party to the property, it’s contents or structure. Should this damage become evident after you have departed, we reserve the right to send an invoice for the amount to the registered address, and to take further action if required. We will however make every effort to rectify any damage internally prior to contacting specialists to make the repairs, and therefore will make every effort to keep any costs that you would incur to a minimum. We reserve the right to charge you for the cost of replacing any items that are removed from the premises without consent. The charge will be the full replacement amount of the missing item, including any carriage charges. Should the fact that any item is missing become evident after your party has departed, we reserve the right to send an invoice for the amount to the registered address, and to take further action if required. We reserve the right to contact the appropriate authorities if we feel items have been stolen or damaged intentionally.

• We reserve the right to take action against any person found to have tampered/interfered with any fire detection equipment throughout the accommodation and/or the site, including detector heads, break glass points and fire extinguishers. Any person found to have tampered with any fire detection or firefighting equipment will be charged with any costs incurred by us due to their actions and may be asked to leave.  Should any tampering/interference become evident after your party has departed, we reserve the right to send an invoice for the amount to the registered address, and to take further action if required.

• There will be a minimum £25.00 charge should you or any member of your party lose or damage keys. Failure to return keys on departure could also incur the same charge.

• We will not be held liable should you lose any belongings or incur any damage to your property during your stay.  If we find any lost property, we will make every reasonable effort to contact you and return it but if we cannot contact you and an item is not reclaimed within 3 months of your departure it will be disposed of by us.

• In all cases, except personal injury or death, our liability to you for the total of all claims arising out of your booking with us is limited to the cost of your booking less any insurance, cancellation, amendment, or separate charges. We will not be responsible for any matters that result from any unforeseeable and unforeseeable events that are beyond our control. Accommodation descriptions and all details both written and verbal are given in good faith and believed to be correct, but interpretation thereof can be subjective and as such their accuracy cannot be guaranteed. Accommodation details may vary over time from photographs and descriptions on the website, and we will not be accountable for any perceived inadequacies or discrepancies which do not materially affect your stay. Should you have any specific requirements or requests, we would advise that you contact us via email to discuss these at the earliest convenience.

• Parking is available in the main car park. All vehicles are left at the accommodation or in the car park at the owner’s/customer’s own risk, we do not accept responsibility for loss or damage. If a vehicle is left in the car park without the consent of the company, we reserve the right to remove the vehicle at the owner’s expense.

Cleaning
Guests will not be allowed to access the properties early and they will need to depart on time to allow for the cleaning of the property to occur. Extra cleaning will be implemented at the properties, especially focusing on the kitchen and bathrooms and frequent touch areas. We’ve updated the arrival and departure times and days at all of the properties to allow extra time for this extra cleaning.

Windows
Upon arrival, the windows will be opened to keep the property well ventilated whilst it is being cleaned.

Bedding & Linen
Where possible guests should strip the beds prior to their departure.
Cleaners will wear disposable gloves and/or wash their hands immediately after handling dirty laundry.

Kitchens and Bathrooms
Additional time and attention will be paid to cleaning in kitchens and bathrooms, particularly making sure that all work surfaces and frequent touch surfaces are cleaned meticulously and using correct cleaning products.

Frequent touch surfaces and high use areas:
Extra time will be spent to ensure that high touch areas and frequently used items are cleaned meticulously.  This includes:

• Doorknobs (inside and out), kitchen cabinet handles, light switches, stair banisters, keys, window handles, remote controls, thermostats, highchairs
• Appliances such as ovens, fridge freezers, toasters, kettles, and vacuum cleaners
• Toilets, taps, sinks, shower heads
• Outside areas such as shared entrances and key safes.

Rubbish Disposal
All separated bins will be emptied in accordance with local laws, cleaned inside, outside, and special attention paid to lids. All waste will be placed in a plastic bag, tied and removed from the property and disposed of in the relevant bin.

Key Collection
All keys can be left inside of the lodge for them to be collected upon your departure.

All keys should be left in the lock box on your departure, please ensure all doors are locked prior to your departure. 

MISCELLANEOUS
You’re booking and any dispute between us will be governed by and construed in accordance with the laws of Scotland. You agree to submit to the exclusive jurisdiction of the Courts of Scotland over any matter arising out of our agreement or your visit. Should any of these terms and conditions be deemed by law to be void, the remainder of will, if capable, continue in full force and effect. The headings are included for convenience only and shall not affect its interpretation or construction.

Stay Terms and Conditions (T&Cs) 

OUR AIM 

We are committed to providing a relaxing and enjoyable stay in a welcoming environment. For the maximum enjoyment of your stay and that of our other guests, compliance with all aspects of this agreement is essential. We draw your attention to the following key terms and pay close attention to safety and other information provided upon or before arrival. We reserve the right to cancel bookings without notice or refund if found in breach of these terms. 

PAYMENT 

We regret that we cannot accept Diners, JCB payments, or Cheques. Payment is required in full at the time of booking. Please note that in accordance with our cancellation policy, all payments are non-refundable under normal circumstances. We reserve the right to recover costs associated with unpaid accommodation charges, property damages, compensation to others, and any additional incurred costs due to actions or inactions that breach this agreement. 

PREAUTHORISED DAMAGE DEPOSIT 

A refundable cautionary deposit of £100 is required per booking, this will be charged to the card used to pay for your initial deposit. We will charge your card 2 days before arrival to the value of £100, this will be released to you no later than 2 working days following your departure, following a satisfactory check out. Should there be any damages or breakages, we will look to deduct this from the £100 deposit taken.

Should our housekeeping team find that our accommodations have been left in an unsatisfactory state, then The Hollies Retreats reserve the right to deduct the cost of excessive cleaning costs from the cautionary deposit. In all instances, our accommodations should be left in the same cleanliness they were found in. Details of where to find bins etc. can be found in the Welcome Pack provided to you by QR code inside each property.

CANCELLATION AND CHANGES BY YOU 

Cancellations must be made in writing (email or letter). Please immediately inform us of any booking discrepancies. We offer the option to transfer bookings to a future date before the full balance payment is due, subject to availability. Note: Special terms apply for Christmas and New Year bookings, which are subject to full cost regardless of notice given. 

PETS 

Pets are not permitted in all rooms. 

CANCELLATION AND CHANGES BY US 

We reserve the right to cancel bookings or instruct immediate departure without compensation if terms, particularly those related to behaviour and conduct, are not complied with. In cases of ‘Force Majeure’, we may cancel your booking, offering an alternative or full refund. We cannot compensate for any resulting expenses. 

YOUR BOOKING 

The lead booker must provide full name, date of birth, and address, and be part of the staying party unless agreed otherwise. The accommodation is for holiday purposes only. Declare the correct number of guests at booking and inform us of any changes. The maximum number of occupants should not exceed the stated limit unless agreed in writing. Extra charges may apply for additional guests. 

CHECK-IN / OUT 

Check-in is from 4pm, and check-out is by 10am. Photographic ID for the lead booker may be requested at check-in. Failure to provide this may result in withheld access, without refund or compensation. 

YOUR STAY 

The lead booker is responsible for the conduct of all party members. Noise should be minimal after 10pm. Offensive, illegal, or disruptive behaviour will not be tolerated. Failure to comply may result in immediate departure without refund. At least one responsible adult over 21 must be present in each accommodation unit. Smoking is prohibited inside all accommodation. Charges apply for de-fuming and damage caused by smoking. 

LIABILITY 

We limit our liability to the cost of your booking, excluding personal injury or death, subject to unforeseeable events beyond our control. We are not responsible for lost belongings or property damage during your stay. Found items unclaimed after 3 months will be disposed of. 

PARKING AND SAFETY 

Parking is available in the main car park. Vehicles are parked at the owner’s risk. We reserve the right to remove vehicles parked without consent. 

ACCESSIBILITY STATEMENT  

Please note that our first-floor rooms are accessible only via stairs. Unfortunately, we do not have a lift or stairlift facilities. We apologise for any inconvenience this may cause and advise guests with mobility issues to consider this when making a booking. 

DATA PROTECTION AND PRIVACY   

We are committed to protecting your privacy and ensuring the security of your personal information. We comply with all applicable data protection laws, including the GDPR. Your personal data will be used solely for the purpose of your booking and not shared with third parties without your explicit consent. 

COMPLAINTS PROCEDURE 

In the event of a complaint, please contact us at [email protected] or call 03330 151 320. We are dedicated to addressing any issues promptly and effectively, ensuring a satisfactory resolution for our guests. 

ENVIROMENTAL COMMITMENT  

We are conscious of our environmental impact and strive to operate sustainably. We encourage guests to be mindful of their energy use and waste during their stay, helping us in our efforts to protect the environment. 

INSURANCE AND PERSONAL BELONG 

We recommend that guests have appropriate travel or personal insurance for their stay. While we take every precaution to ensure the safety of your belongings, we cannot be held responsible for any loss or damage to personal items during your stay. 

 

FORCE MAJEURE  

In the event of ‘Force Majeure’ (e.g., natural disasters, pandemics), we reserve the right to cancel bookings. Affected guests will be offered an alternative stay or full refund. We cannot be held liable for any additional expenses incurred due to such cancellations. 

HEALTH AND SAFETY INFORMATION  

Detailed health and safety guidelines are provided in the guest login area. We encourage all guests to familiarise themselves with these guidelines to ensure a safe and enjoyable stay. 

INTERNET USE POLICY   

We offer our guests complimentary internet access. Please keep in mind that the internet service is only for basic web browsing, email, and social media use. We ask that guests refrain from engaging in illegal activities, large file downloads, or any other activity that could disrupt the network’s performance. If usage is deemed inappropriate or excessive, we reserve the right to restrict or terminate internet access. Please keep in mind that we cannot guarantee continuous service and will not be held liable for any loss or inconvenience caused by connectivity issues. 

MODIFICATION OF TERMS  

We reserve the right to modify these terms and conditions at any time. Any changes will be communicated to guests in advance of their stay. 

GOVERNING LAW   

These terms and conditions are governed by and construed in accordance with UK law. Any disputes arising under or in connection with them shall be subject to the exclusive jurisdiction of the UK courts. 

Last updated 14/12/2023