Do these Terms & Conditions apply to my booking?
The following terms and conditions apply to all self-drive bookings. We kindly ask that you take
a moment to read them prior to making a booking. We may revise these terms and conditions at any
time and you should check this page from time to time to take notice of any changes we make, as
they are binding on you.
Bookings
We require full payment in advance for your hotel stay, which is to be paid for at the time of
booking. No booking is treated as confirmed until the details and payment described in this
paragraph have been provided. Any bookings that are not paid at time of making the reservation
will only be held for a period of 12 hours. After this time the reservation will be
automatically cancelled. If within 5 days of receiving your confirmation and we have not heard
to the contrary, we will assume that you have accepted the reservation offered.
Charges
The prices displayed on our website are for the duration of each individual holiday for 2 people
sharing a room. There is no discount for a single room. Additional children sharing the same
room up to the age of 16 will be charged £10.00 per person per night. Additional adult/s in the
room will be charged £20.00 per person per night. All prices are inclusive of Dinner, Bed and
Breakfast, service and VAT (at the prevailing rate). Credit card payments will have an
additional £3.00 booking fee. There is no charge for a debit card. All bookings not made through
our website will have an additional £10.00 administration charge applied to the final balance.
Children
All children (a person under 16 years of age) staying at the hotel must be accompanied by an
adult and must be supervised at all times. We do not offer children's entertainment nor do we do
special children's meals.
Name Changes
You are able to make name changes up until your arrival date
No Smoking Policy
Smoking is not permitted in our hotels and e-cigarettes are not permitted in the dining rooms.
Pets
Registered assistance dogs are accepted with prior arrangements but otherwise no pets are
allowed at the Hotels. Please contact our booking office on 01389 713 713 to discuss specific
requirements.
Cancellations
If you need to cancel your booking, we will refund you all monies paid, minus a £30.00 per room
cancellation fee.
If we cancel your holiday
If we need to cancel your booking, we will try our best to transfer your booking to one of our
other hotels, should this not be suitable to you we will then refund all monies paid.
Right of refusal & Customer Behaviour
We want all of our customers to have a happy and carefree holiday. But you must remember
that you are responsible for your behaviour and the effect it may have on others. We reserve the
unconditional right to refuse a booking or terminate a booking in the event of unreasonable
conduct which in our opinion is likely to cause distress, damage, danger or annoyance to other
customers, employees, property or to any third party. If you are prevented from travelling as a
result of such termination, our responsibility for your holiday thereupon ceases. Full
cancellation charges will apply and we will be under no obligation whatsoever for any refund,
compensation or loss you may incur.
Damage
We reserve the right and you hereby authorise us to charge your credit or debit card for any
damage incurred to your room or the hotel during your stay (including, without limitation,
specialist cleaning) or for any items that are missing when you leave.
Parking
Vehicles and their contents are left at the owners risk. We do not accept responsibility for
loss or damage.
Norovirus/ Winter vomiting virus
Any customer who shows symptoms of the highly contagious Norovirus (also known as Winter
Vomiting Disease) will be asked to remain in their hotel bedroom for 48 hours or until they are
prepared to depart. Section detailed customer behaviour will apply to any customer who does not
comply with our quarantine policy.
Complaints Procedure
If you have a problem during your holiday, please inform
the hotel management or your driver immediately who will
endeavour to put things right. For unresolved complaints
please contact customer services on
01389 713713 (Monday to Saturday – 9.00 am to 5.30 pm).
If you remain dissatisfied please follow this up within 14
days of your return home by writing to customer services,
Lochs & Glens Holidays, School Road, Gartocharn, G83
8RW giving your original booking reference number and
all other relevant information. It is therefore a condition
of this contract that you communicate any problem to the
supplier of the services in question. If you fail to follow
this simple procedure, we cannot accept responsibility as
we have been deprived of the opportunity to investigate
and rectify the problem.
Website Information
While all reasonable efforts have been taken to ensure the accuracy of information on the
website, the Company does not accept responsibility of errors or omissions and reserve the right
to amend, cancel or vary any of the arrangements featured on the website without notice. Please
note that in certain circumstances, generic photographic images have been used to represent the
general style of a particular product.
Data Protection
In order to process your booking and ensure that your stay runs smoothly and meets your
requirements we need to use the information you provide such as name, address, any special
needs/ dietary requirements etc. We take full responsibility for ensuring that proper measures
are in place to protect your information. We will not, however, pass information on to any
other person/company. In making this booking, you consent to this information being passed on to
the relevant persons. Your data controller is Gavin Forsyth. You are entitled to a copy of your
information held by us. If you would like to see this, please contact us and there will be a £10
administration charge. We retain your full contact details and other information in secure files
and electronic storage facilities. We may use this information to contact you by mail, telephone
or electronic storage facilities.
Force Majeure
Expect where otherwise expressly stated in these booking conditions we will not be liable or pay
you compensation where the performance of our contractual obligations is prevented or affected
(for example but not limited to cancellations, change of accommodation) by "Force majeure".
Force majeure means an event which we or the supplier(s) of the service(s) in question could
not, even with all due care, foresee or avoid and is therefore an event beyond our or the
supplier(s) reasonable control. These events include but are not limited to strikes, riots,
political/civil unrest, government acts, hostilities, war, threats of war, terrorist activity or
threat of terrorist activity, industrial disputes, natural or nuclear disaster, fire, flood,
tornadoes, hurricanes, transportation problems, airport closures and severe weather conditions.
We suggest that you take out adequate travel insurance to cover such eventualities.