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 of 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.
CLEANING AND MAINTAINING SOCIAL DISTANCING – COVID 19 EXTRA PRECAUTIONS
Social Distancing guidelines must be followed at all times. If it is necessary for anyone to visit the property whilst occupied, this will be arranged in advance with the guest.
We’ve updated guest arrival and departure times on all of the properties. This is to give extra time for cleaning and also to ensure that social distancing will be maintained and that the guests won’t come into contact with anyone who needs to access the property during the changeover period. Where possible cleaners will make sure they don’t come into contact with guests at any time.
Guests will not be allowed to access the properties early and they will need to depart on time.
As there are multiple properties in the same location, social distancing guidelines must be observed at all times.
Extra cleaning will be implemented at the properties, especially focussing 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.
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 bannisters, keys, window handles, remote controls, thermostats, high chairs
- 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.
Most common household disinfectants, as well as cleaning solutions with diluted household bleach are believed to be effective against the coronavirus.
To ensure guests are able to keep to a high standard of cleanliness and hygiene we will provide an adequate supply of essential cleaning products.
New cloths will be provided for each booking. All cleaning cloths will be disposed of after each guest.
Bins will be emptied, 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 in the relevant bin.
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.
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 3 weeks before the check-in date. Final balance payment is accepted through the same payment portal as used for your deposit. We will email you a reminder and a link to make this payment, however 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 3 weeks of arrival will be required to pay the whole balance through the payment portal.
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.
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]hlandlodges.com or write to: The Hollies, (HHL) 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. COVID 19 is a key factor of concern and to give our customers extra flexibility, we have changed the balance due date for bookings to just three 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 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. We would highly recommend that all of our guests have appropriate Covid 19 inclusive travel insurance in place to deal with unforeseen circumstances for their protection.
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 are allowed at all properties (excluding Archie’s Loft) if the cleaning fee is 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.
You will be liable for all damage caused by your and your Guests’ pets. You must not allow pets on beds or on furniture within the Property and pets must not be left alone in the Property at any time. If you break these terms, the Owner (or their representative) may notify you that you have broken those terms and if you continue to do so may end the Rental Contract and require you and your Guests to leave the Property before the end of the Holiday Period.
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. Again, we would recommend that all of our guests have appropriate Covid 19 inclusive travel insurance in place to deal with unforeseen circumstances for their protection.
For customers affected by regional lockdowns and restrictions, Government guidance and legislation on COVID 19 changes frequently. Before you travel, you need to ensure you have checked and understood the relevant legislation and guidance that is applicable to you, your location, your destination and the make-up of your party. If you believe your booking is affected by government public health measures such that it would be unlawful for it to go ahead, please contact us and we can discuss the options available to you.
We reserve the right to obtain the full name, date of birth and address of each member of your party before confirming your booking or at any time. You (the booker) must be a member of your party unless we agree otherwise. Due to contract tracing guidelines failure to provide us with full details of your party prior to your arrival if requested may result in cancellation of your reservation.
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.
The Hollies Highland Loges operate a contactless arrival system:
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.
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 of all 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 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 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: –
- For your comfort and enjoyment, the hot tubs are maintained at approximately 40 degrees in temperature.
- The hot tubs are checked and cleaned on a daily basis 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 £200.00 will be made against the booking.
Your 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.