Terms & Conditions

Thank you for choosing to book with us – we hope you will enjoy your stay. The following terms and conditions apply to your booking. They form the terms of a legally binding contract between you as the guest and the property owner. Please read these conditions of let carefully, and ask for an explanation of any point that may be unclear to you.

1. Structure of Agency and Contract

Hidden Highland Retreats acts as a booking agent on behalf of the individual owners or legal entities of the holiday properties. When you make a booking, your contract is directly with the respective owner of your selected accommodation (referred to throughout as “the Owner”). The property is managed by a team working on behalf of the Owner, referred to as “the operations team” or “management”.

2. Age & Bookings

Age Limit: Bookings from persons under 18 years of age cannot be accepted.
Guest Responsibility: The person making the booking must be a member of the party intending to stay at the property and accepts full responsibility for all members of the party.
Provisional Bookings: All online bookings are provisional until confirmed in writing by email. When you submit a booking via our online reservation system, you will receive an automatically generated booking summary. This does not form a contract. A contract shall only arise when your booking is subsequently confirmed in writing.
Telephone Bookings: Bookings made by telephone will be held for five working days pending receipt of a completed, signed Booking Form and the deposit/holiday payment. Bookings made by telephone using our credit facilities can be confirmed immediately.

3. Prices, Fees & Inclusions

Inclusions: The price of the accommodation includes bed linen, towels, kitchen towels, hot water, central heating, and electricity.
VAT Changes: If VAT rates change, we reserve the right to amend prices accordingly.
Loyalty Invitation Codes: Loyalty invitation codes are an exclusive benefit reserved solely for past guests of Hidden Highland Retreats. This code is strictly non-transferable, cannot be used in conjunction with any other offers or discounts, and may not be published, shared, or distributed publicly. We reserve the right to verify booking history. Hidden Highland Retreats may amend reservations made with this code to the standard rate or cancel them if the individual does not have a verifiable previous stay.

4. Payments, Cancellations & Insurance

Deposits: A non-refundable deposit of 25% (or as specified on the tariff) is payable at the time of booking. The deposit is returnable only if the booking cannot be accepted by us.
Balance Payments: The full non-refundable balance of the holiday cost is due 56 days (8 weeks) prior to your arrival date. If a booking is made less than 56 days in advance, the full balance must be paid immediately upon booking.
Cancellations: By making your booking, you enter into a legal contract. Your deposit is strictly non-refundable under any circumstances. If you cannot take your holiday and the booking cannot be re-let, you remain liable to pay for the booking in full, even if we have not yet received your balance.
Re-letting: If we succeed in re-letting the cottage, you will no longer be liable for the balance, or we will refund the balance to you if already paid, less a £25 administration fee.
Travel Insurance: We strongly advise and recommend that you take out separate, comprehensive holiday cancellation and travel insurance to cover these potential expenses and disruptions.

5. Availability, Delays & Travel Restrictions

Non-Availability: Your booking is made on the understanding that the cottage will be available to you on the dates selected. If, for any reason due to circumstances outwith our control, the cottage is not available, we may be unable to provide an alternative. In this unlikely event, all monies paid by you will be refunded in full. Our liability does not extend beyond this refund, and you will have no further claim against the Owner or Hidden Highland Retreats.
Exceptional Weather & Service Disruptions: The Owner cannot accept responsibility for any material loss, damage, additional expense, or inconvenience directly or indirectly caused by travel disruptions, exceptional weather, or localized plumbing/heating/electrical breakdowns.

6. Arrival & Departure

Arrival Time: Your accommodation will be available from 4:00pm on the day of arrival. We cannot accommodate early arrivals as the operations team will be busy preparing the property.
Key Access: Entry to the cottages is via a key retained in an on-site security box, accessible via a security code sent to you prior to arrival.
Late Arrivals: Please ensure you contact us to let us know if you will be arriving late.
Departure Time: Please be ready to leave the accommodation by 10:00am on the day of departure, unless an extension has been explicitly agreed ahead of time.

7. Occupancy, Facilities & Usage

Permitted Occupancy: Only those persons listed on the booking form may occupy the accommodation. The number of persons occupying the cottage must not exceed the number booked or the limits specified under our Short-Term Let Licence. Management reserves the right to refuse entry to the entire party if this condition is not observed.
Guest Visitors: Facilities are reserved strictly for booked guests. Visitors may only use the facilities (including the grounds, saunas, or BBQs) with prior approval from the owner or property managers.
Withdrawal of Facilities: If a situation arises over which we have no control, or if an item presents a risk to health and safety, facilities may be altered or withdrawn without prior notification. No compensation will be paid in such instances. Facilities will be withdrawn immediately in the event of guest misuse.
Property Usage: The properties must be used for holiday purposes only. They must not be used for parties, weddings, or commercial filming without prior written agreement and the payment of a relevant fee.

8. Care, Damages & Breakages

Guest Liability: You are responsible and legally liable for keeping the cottage clean and tidy, leaving it in a similar condition as when you arrived. You are legally bound to reimburse the Owner for replacement, repair, or extra cleaning costs on demand.
Significant Damage: While we do not normally charge for minor, accidental breakages (e.g., a broken glass), we reserve the right to charge your debit/credit card or send an invoice for repair, replacement, or extra maintenance if damage is significant or caused by misuse (including misuse of the sauna or BBQ).
Electric Vehicle (EV) Charging: Strictly Prohibited. Do not plug any electric vehicles into the standard lodge/cottage electrics. This violates and voids the property insurance. Guests will be held fully liable for all damages, insurance losses, and additional utility costs incurred.

9. Pets

Prior Arrangement Only: Well-behaved pets are permitted only by prior written arrangement at an additional cost of £25 per pet, per stay/break. We accept a maximum of 2 dogs per booking unless otherwise explicitly agreed.
Pet Conduct: Pets must be healthy, fully house-trained, and kept under strict control at all times. They must not be left unattended in the accommodation under any circumstances.
Furniture Restrictions: Pets are strictly prohibited from climbing on the beds, bedding, furniture, or going upstairs (a stairguard is provided where applicable).
Waste Disposal: All dog waste must be collected immediately, double-bagged, and deposited in the designated outside bins. Guests must bring their own waste bags.
Fouling Charges: Any fouling of lawns, paths, or outside surfaces must be cleared without delay. Failure to do so will result in additional charges being applied. Any internal fouling will require specialist professional cleaning, the cost of which will be borne entirely by the guest.
Safety: The Owner cannot accept responsibility for your pet’s safety. Any pet accidents must be reported to the operations team immediately.

10. Smoking

Smoking and vaping are strictly prohibited inside all Hidden Highland Retreat cottages and properties.

11. Personal Effects & Lost Property

Guest Risk: No responsibility is accepted for the loss of, or damage to, any personal property or belongings of guests left in the accommodation. Vehicles, their accessories, and contents are left entirely at the owner’s risk. The property must be kept locked at all times when you are away from it.
Lost Property: Any items left behind can be returned at a minimum charge of £5 plus the cost of postage and packaging. Any property unclaimed within one month of departure will be disposed of.

12. Management’s Access & Behaviour Policy

Right of Entry: The Owner and the operations team reserve the right to reasonable access to the property at all times for maintenance, supervision, or emergencies. Every effort will be made to provide reasonable advance notice where possible.
Guest Expulsion: We want all guests to enjoy a peaceful holiday. Management reserves the right to decline accommodation to, or expel, any occupier or visitor whose conduct is deemed detrimental to the property or to the comfort and safety of neighbours, wildlife, and other guests.
Noise: Please consider nearby properties and local wildlife. Do not cause excessive noise disturbance at any time, especially between the hours of 11:00pm and 8:00am.

13. Customer Service & Duty of Care

Reporting Issues: Please notify the operations team immediately if something is malfunctioning, broken, or if you require assistance so we can put it right for you straight away. Please do not wait until the end of your stay to inform us. Subsequent claims or complaints made after departure will not be accepted.
Breakdown Resolution: In the rare event of a breakdown of a utility, appliance, or service, we will endeavour to find a repair or replacement within 48 hours where possible. The Owner cannot be held liable for any loss arising from the temporary loss of use of that service or item within this specified timeframe.

14. Liability Limitations

Hidden Highland Retreats and the property Owners accept no liability for accident, injury, loss, or damage sustained by any residents, their family, visitors, animals, vehicles, or personal effects however caused, unless proven to be caused by a direct, negligent act by ourselves or our employees/contractors acting in the course of employment. Liability is limited as far as permitted under UK law.

15. Statutory Holiday Letting Exclusion

This booking agreement confers a right to occupy the accommodation for the period agreed for holiday purposes only. The tenancy takes effect explicitly as a holiday let and is excluded from security of tenure regulations under Section 12 and Schedule 4 of the Housing (Scotland) Act 1988 (and equivalent UK housing legislation).

16. Privacy Policy

All personal data is collected, handled, and stored strictly in accordance with UK GDPR and the Data Protection Act 2018, as outlined in our full Privacy Policy.