Payment: A deposit of 25%, or payment in full for bookings within 8 weeks of the holiday date, is payable at the time of booking. Confirmation will be sent by email upon receipt of the deposit. The balance of the cost of the holiday is due 8 weeks before arrival. We reserve the right to re-let the property if final payment is not received by the due date. You are strongly advised to book via our online booking system, accessible from our website. The person making the booking is responsible for all payments. Payments can be made by credit or debit card when placing an online booking or by bank transfer, the details for which will be emailed to you once the booking has been placed.
Booking: A Provisional booking will be held for 7 days, after which time we reserve the right to let to other customers. Provisional bookings should be confirmed as soon as possible with a deposit or full payment as detailed above at which point the booking becomes binding.
Confirmation documents: Confirmation documents will be sent to you via email. It is your responsibility to check all the booking details are correct. Any errors should be notified to HPHH immediately. HPHH cannot be held responsible for any errors that are not drawn to their attention at the time confirmation is issued/received.
Cancellation of bookings placed before 8th June 2020: A holiday booking with us forms a legal contract. If you are unable to take up the holiday and property booking you are still liable for the full cost. You should notify us as soon as you are aware of the need to cancel. If we are able to re-let the property for the same period, and you do not have holiday insurance cover, we will consider refunding, or deduct from what is owed, any such rental monies received, or due to be paid, less the deposit paid. This will be done entirely at the discretion of HPHH and we are under no obligation to do so. In all circumstances the deposit is non-refundable. Should we have to cancel your holiday booking due to circumstances beyond our reasonable control, in relation to that specific property, (i.e. property not fit for use due to leak, fire damage, storm damage or similar) we will make every effort to offer or find alternative accommodation at one of our other properties. However, if this is not possible all monies paid to us in relation to the booking will be fully refunded on behalf of the owner of the property. Our liability will not extend beyond this. In the event of a cancellation due to government guidelines or law, we will postpone your booking and issue you with a voucher for the value paid so that the booking can be rescheduled at a later date. In these type of circumstances where the situation is out with our own control, refunds will not be given.
MASTER CANCEL INSURANCE: As of 8th June 2020 all new bookings placed with us will automatically be covered by Master Cancel and full terms and conditions can be seen below.
• HPHH requires a minimum 25% deposit with initial booking. The only exception to this rule is bookings via OTA’s (Online Travel Agencies like Airbnb and VRBO).
• HPHH requires any balance owed by guest is due no later than 60 days before check in date. The only exception to this rule is bookings via OTA’s (Online Travel Agencies like Airbnb and VRBO).
• That the maximum trip cost reimbursement is $25,000 USD. Bookings with a trip cost more than $25,000 USD do not qualify for Master Cancel. Bookings with trip costs over $25,000 will need to purchase optional travel protection for coverage benefits.
• That the maximum trip length is 90 days. Bookings with a trip length more than 90 days do not qualify for Master Cancel.
What are some Advantages of our Master Cancel flexible cancellation terms & conditions to the Guest:
• Our Master Cancel program features flexible cancellation terms & conditions allowing our guests to book with confidence, knowing that if they cancel for unforeseen circumstances that arise, you the guest will be returned your valuable booking deposits.
• Delivers “peace of mind” by simplifying the guest cancellation process into terms that all parties can understand.
• Guests can cancel up to and including 2 days prior to check-in and receive a refund.
Master Cancel Terms & Conditions are as follows:
• Only lodging costs are refunded. Additional extras, including but not limited to cleaning fees, taxes and other ancillary charges, will not be refunded.
• Refund Payment for cancelled bookings will be released back to the cancelling guest on the scheduled date of check-out of the original booking.
• Cancellations made 1 day prior to or the day of check-in will not be eligible for refund. Example: For a check in on Saturday, Guests could cancel the prior Monday, Tuesday, Wednesday, and Thursday, but not Friday (1 day prior) or Saturday (day of check in).
• Guests may cancel their reservation by notifying their property management company in writing that they wish to cancel.
Insurance: We strongly advise that you take out suitable travel or cancellation insurance to cover all types of eventualities relating to your travel arrangements, ie flights, trains, car hire etc.
Limitation of liability: Whilst all guidance issued by the Scottish government in relation to cleaning protocols is fully adhered to by our cleaning service to prepare the house for your arrival and whilst all other reasonable steps are taken, we would remind guests that you stay at our properties entirely at your own risk and, to the extent legally permitted, without liability on the part of anyone else save for death or personal injury caused by their negligence. We remind guests that they are also responsible for following Scottish government guidance and protecting themselves both inside and outside of the property. When placing a booking, it is the responsibility of the guest to ensure they are complying with all current Scottish government guidance and regulations.
Covid-19: If any member of your party starts to display symptoms of Covid-19 (or any other notifiable infectious disease), your whole party must immediately vacate the property and notify us of the situation. If you fail to do this and the person becomes too ill to travel, resulting in you having to remain in our property beyond the date of your booking, you will not only be liable to pay for the additional rental period in full but you will also be expected to compensate any guests whose booking has to be cancelled due to your extended occupancy.
Availability: Booking of the property is normally on a Friday to Friday basis, with arrival after 4.00pm on the start date. It is a strict requirement that the property is vacated by 10:00am on the day of departure. We reserve the right to make additional charge if you depart late and we have to incur extra cleaning costs to prepare for the next booking. Check in and departure times may be subject to change in order to allow us time to follow cleaning protocols set by the Scottish or UK government in relation to Covid-19 or any other such public health issue.
Property: Nothing in these terms or in the booking procedure will imply any form of tenancy agreement. All properties are let solely on a holiday use basis, for the days agreed. You are required to take all reasonable care to protect the property and its contents and to ensure that it is left fully cleaned, tidied and free of rubbish before your departure. We reserve the right to make additional charge to cover costs we may additionally incur to prepare for the next booking for properties not reasonably left as found on arrival. The number of people occupying the property shall not exceed 8 or fewer at any time, as stated for the property and as agreed at the time of booking. Guests are expected to show consideration and respect to neighbours of the property at all times, especially in relation to noise. Parties are not allowed in or on the property.
Damages and Breakages: A security/good housekeeping deposit will be required in the form of a pre-authorised payment from your credit card for each booking. This pre-authorisation will be processed 7 days prior to your arrival date. In the event of deductions being required, full details of deductions i.e. damage, breakages or extra cleaning required, will be provided. Any payment due will be taken from your credit card within 10 days of guest departure. If not charges are required you will be notified when the pre-authorisation has been cancelled.
You are fully responsible for any damage or breakage you or members of your party cause to the property, contents or grounds and the costs arising from same. You are asked to report any such damage or breakage at your earliest convenience to enable repair or replacement to be arranged as soon as is possible. If such costs exceed the pre-authorised GHD figure, then you agree and undertake to make good the difference within seven days of being invoiced for them.
Reviews: You will receive an email from UpFront Reviews, 2 days after your departure. This email is sent by them on our behalf and will ask you to consider leaving us a review by following the link provided. These reviews are displayed on our website as well as on the UpFront Reviews website. Only verified guests are invited to leave reviews for us and we appreciate you taking the time to do so.
Pets: Please see individual property details as most of our properties do not accept pets. In properties that do accept pets, there is a £20 charge per dog. Guests with pets are expected to ensure that animals are not allowed on any furniture or in bedrooms. Dogs must not be left unattended in a property at any time. Pet owners must not allow fouling in gardens and are expected to ‘pick up’ after their dogs please. Specific dog rules are displayed in all properties that accept dogs. Any evidence that these rules have not been adhered to may result in a charge from your GHD.
Lost Property: Any items of clothing, toys, phone chargers etc left behind in the house after your departure will not be returned. Such items will be donated to our local Thrift Shop. Any valuable items such as jewellery, mobile phones, tablets/lap tops etc will be returned and the costs for postage and packing, as well as an administration fee of £20, will be charged to your GHD. It is therefore vital that you check the house thoroughly before leaving and ensure that you have ALL your personal possessions with you.
Internet access: Internet access and WiFi, where provided, are done so on a complimentary basis. Due to the rural location of many of our properties, Broadband speeds can be variable and often unreliable at peak times. This is outwith our control and we cannot be held responsible if access is not available at any time during your stay. We work on a fair use policy and any unreasonable or excessive use of data may be charged for.
Smoking: In the interests of safety and for the comfort of future guests all properties are strictly no smoking. If anyone smokes within a property then an additional deep cleaning charge of £500 will be applied.
Advertising: We make every reasonable effort to ensure that any advertising that exists is up-to-date and accurate. However, we reserve the right to make changes as required and accept no liability for minor inaccuracies. Guests are required to ensure that the information they may have seen is recent and up-to-date. All information is given in good faith.
Liability: We do not accept any liability for injury to persons or loss or damage to vehicles, their contents or anyone’s personal possessions arising out of the let of the property or the use of the properties’ facilities or equipment. You undertake to indemnify us from any liability for damage or injury, however caused by you or any member of your party to any third party, the property or to the properties’ facilities or equipment.
Access: We retain the right to enter the property at any reasonable time for the purpose of repair work, inspection etc. We will normally make all reasonable effort to give forewarning.
Complaint: Should you have complaints during your stay you should please advise us immediately so that appropriate action can be taken. If we receive complaints about you or your party, we will bring these to your attention. If the cause of complaint continues we reserve the right to ask you to leave immediately without compensation or reimbursement of monies paid. We would remind you that parties are not allowed in or on the property and the number of guests should not exceed the number stated on the booking at any time during your stay.
Your Personal Data: For the purposes of our booking contract with you, we will store the personal data you provide on your booking form and use it for the following:
Your data will be kept for a period of 3 years and will be stored on our secure booking system.
Legal: This agreement shall be governed by and subject to Scottish Law. Should any clause not be permissible in Law, the remainder of the contract shall remain valid. None of the above shall affect your statutory rights.