In these terms and conditions “You” or “Your” means the person named in the confirmation invoice. “We” or “Us” means Solid Luxury……………………………………….
Please read these Terms and Conditions carefully before making your booking.
1. Your booking
1.1 Your contract with us will begin when a payment has been made towards your stay and we issue you with your confirmation invoice. Your contract with us will be on the terms set out in these Terms and Conditions.
1.2 We may offer you the option of provisionally holding a booking if you contact us by telephone or email. We will let you know how long we are able to provisionally hold your booking for when you contact us– if you do not confirm your booking by that time, the accommodation will be released for general sale.
1.3 All bookings are formally confirmed when we issue you with your confirmation invoice. Your confirmation invoice will set out the accommodation you have booked, the dates of your booking, the total amount payable for your booking and the dates on which payments are due. We will issue you with your confirmation invoice by email or, if requested, by post.
1.4 You, as the person making the booking, will be responsible for all members of your party. You, as the person in charge of your party, must be at least 21 years old at the time of booking. We cannot accept bookings from anyone under the age of 21 years. We are also unable to accept bookings where the majority of the party are under the age of 25 years.
2. Paying for your accommodation
2.1 For bookings made more than 1 calendar month in advance you must pay us 30% of the total amount payable for your booking at the time of booking. We must then receive the balance by the date set out in your confirmation invoice (which will generally be 4 weeks before the start of your stay).
2.2 For bookings made less than 1 calendar month in advance you must pay us the total amount payable for your booking at the time of booking.
2.3 We reserve the right to pass on to you any bank charges and other costs which may incur if payment is made in a foreign currency, by any other method not normally accepted by us or if we have to re-present a cheque or process late payments.
2.4 If you do not make any payment by the date it is due, we will send you a reminder by post, by email or by telephone. If you fail to make the relevant payment within 14 days of the date it is due, we will assume that you wish to cancel your booking. If this happens, your booking will immediately be cancelled and the 30% deposit paid will be retained by us.
3. Pricing for our accommodation
3.1 We periodically review and amend the prices we charge for our accommodation. For the most up to date pricing information please check our website or call us on 0333 210 1055. We will confirm the price of your accommodation at the time you make your booking and in your confirmation invoice. We reserve the right to correct errors in advertised prices. We will advise you of any such errors at the time of booking. We reserve the right to correct errors in confirmed prices. In this case, we will contact you as soon as we become aware of the error. If the correct price is higher and you do not wish to pay this, you will be entitled to cancel and receive a full refund of all monies you have paid to us providing you notify us within 14 days of our advising you of the error. We promise we will not seek to correct any error in a confirmed price within 8 weeks of the start of your holiday or more than 7 days after you make your booking.
3.2 All prices given in our brochures, by telephone or on our website include VAT. If the VAT rates change, we reserve the right to change our prices accordingly. VAT invoices can be provided on request.
3.3 All prices given in our brochures, by telephone or on our website include all charges for water, gas, electricity, and oil together with bed linen and one set of towels per guest. The price does not include cot linen.
4. If you want to cancel your booking
4.1 Your contract with us is a contract for the provision of leisure accommodation on a specific date or dates and this means that you do not benefit from a “cooling off” period.
4.2 If you need to cancel please inform us immediately whereupon we will endeavour to re-let the property. The closer your cancellation is to the start of your booking, the less likely we are to recover the cost of your booking by re-selling your accommodation. Our cancellation charges therefore increase as your start date approaches. NOTE: A £25.00 administration fee will be deducted from any monies refunded
We strongly advise that you take out insurance protection for your holiday
Length of time before your scheduled arrival date
More than a month
Between 2 and 4 weeks
Less than 2 weeks
Cancellation charge incurred / actions taken
We will issue a refund minus the value of the deposit (30%). The 30% retained can be used as a credit against a holiday any time in the following 12 months for which a voucher will be issued.
We will endeavour to re-let the property. If we do re-let the property we will refund by way of voucher the full payment paid by you minus a £25.00 admin charge (please note the balance amount you may receive from a re-let may not be the full amount you originally paid as the property may be discounted in order to facilitate a re-let).
The total amount of your 30% deposit will be retained however, we will endeavour to re-let the property. If we do re-let the property we will refund by way of voucher the balance of payment paid by you minus a £25.00 admin charge (please note the balance amount you may receive from a re-let may not be the full amount you originally paid as the property may be discounted in order to facilitate a re-let).
5. If you want to change your booking
5.1 If you wish to change the dates of your holiday or your choice of property after confirmation has been issued then you will be liable to pay a handling fee of £25.00. Date/property changes are subject to availability and cannot be guaranteed. Please note that it is not normally possible for us to change bookings less than two months before the start date.
5.2 You will also be liable for any additional rental costs due as a result of the change – we will confirm the amount of any additional rental costs due at the time we change your booking.
6. If we need to change or cancel your booking
6.1 We do not expect to have to make changes to your booking, however sometimes problems happen and bookings have to be changed or cancelled. We will only change or cancel your booking for reasons unforeseen at the time you made your booking which are beyond our reasonable control.
6.2 If we do need to change or cancel your booking, we will do our best to offer you a suitable alternative booking. If we are not able to offer you a suitable alternative, or if you do not accept the alternative we offer, we will refund you the total amount you have paid us for the booking, our liabilities do not extend beyond this.
7. Important Before You Book
7.1 Special requirements and disabilities – We welcome guests with restricted mobility and particular care requirements. Please contact us to discuss availability, suitability and potential reasonable adjustments. You can also view our access statements on our website www.solidluxury.co.uk
7.2 Groups – Where a booking consists of two or more lodges or bookings are for any of our 3+ bedroom properties, you must provide a completed group booking terms prior to the booking being confirmed, these will be sent to you when you book
Bookings may be declined by management once we have all required information. If this is the case, any monies paid will be returned to you. We ask that group booking terms are returned within 2 working days to ensure this process is completed in a timely manner.
Unless expressly agreed in advance by management, no group bookings are accepted where all party members are under 25 years of age or where all members are of the same sex, e.g. Hen & Stag parties, group birthdays. Discretion may be used where the group consists of members of the same family across a number of generations. Management reserve the right to refuse access to the property without compensation where no agreement has been given in advance.
If we incur costs in providing assistance or supervision to your party or if we receive complaints from other guests about your party, we reserve the right to claim compensation from you.
7.3 Information about your party – We have the right to obtain the name, age, address and gender 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. Failure to provide us with full details of the make-up of your party prior to your arrival may result in access to your accommodation being delayed or denied. On some of our sites you may be required to complete a registration form detailing all members of your party as soon as possible before your arrival.
8. Guest standards and expectations
8.1 Some properties have hot tubs. You will be provided with a welcome pack, including Hot Tub Rules, at your accommodation which contain important information about your stay with us. Please ensure that you and your party read the welcome pack and hot tub rules carefully on arrival and adhere to their contents at all times. On each departure all hot tubs are drained, cleaned and water replenished prior to each arrival. Although we will endeavour to have your tub ready on or within 4 hours of a 4pm arrival, if your property is a changeover then this may mean that your hot tub will not be ready for use until later on in the evening of arrival or until the morning after arrival. Any damage to hot tubs caused by misuse will be charged for. If the tub requires refilling during your stay this will reduce the time it may be available for use.
8.2 You must only use the accommodation for the purposes of your holiday. You must not use the accommodation for any other purpose, including for any business purposes, without our prior written consent.
8.3 On Departure you agree to leave your accommodation clean, tidy and undamaged. The following basic level of cleanliness is required on departure. Cookers and ovens clean and fat –free. Crockery, cutlery, pans, glasses washed / dried and put away. Obvious spills and stains removed. Any equipment / furniture moved during the let is restored to original position. All rubbish should be taken to the appropriate bin area at the end of your stay and disposed of in the required manner. Failure to meet this standard will result in a cleaning charge
8.4 You must not use the accommodation, or allow it to be used, for any dangerous, offensive, noisy, illegal or immoral activities. You must not cause any nuisance or annoyance to any neighbours or anyone else during your stay. If we have reports or complaints regarding any of the above you may be asked to leave the site immediately and we will not be liable to return any monies to reimburse for any remainder of your stay.
8.5 You and your party must not smoke inside your accommodation and all cigarettes should be disposed of sensibly. All accommodations provide ashtrays which can be used outside.
8.6 You and your party must not use candles, fireworks or Chinese lanterns at your accommodation. Barbecues should also not be used unless we have provided one. If your accommodation has an open fire, stove or woodburner, you must comply with the instructions found in the welcome pack, particularly regarding the appropriate fuel to use for your safety. Open fires are not permitted outside and BBQ’s/ coals should be disposed of sensibly.
8.7 Dogs are permitted at certain of our properties, as indicated on our website, for a charge. You must tell us at the time of booking if you wish to bring a dog to one of our dog friendly properties. You can find more information about our dog’s policy in the “Dog Friendly accommodation” section of our website. Please do not bring dogs to our properties that are not indicated as dog friendly. Unfortunately, no other pets are permitted at our properties.
Dogs must be kept on a lead at all times when outside your accommodation and you must pick up and dispose of any mess your dog makes. Dogs are not allowed on beds. If we, in our sole and reasonable discretion, consider your dog to be dangerous or to be causing a nuisance, harm or threat to anyone (including livestock and/or game birds), or to be likely to do so, we may ask you to remove it from the premises (without refund or compensation) or have it removed to kennels at your expense.
8.8 Behaviour should not be excessive, noisy or disruptive, especially between the hours of 11pm and 8am. 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.
If we incur costs in providing assistance or supervision to your party or if we receive complaints from other guests about your party we reserve the right to claim compensation from you.
8.9 There must be at least one capable and responsible adult over the age of 21 in every accommodation unit. One such identified person must be present for the duration of the break and accept overall responsibility for the whole party. The name and contact details of this person must be named on the booking. This is particularly important in areas close to lakes or waterways or when using hot tubs. Parties not meeting the required ratio or who are not supervising their children responsibly may be asked to put appropriate arrangements in place or to leave the relevant facility.
8.10 When driving around our sites, at all times please give way to pedestrians and cyclists, keep to the left and within the 10-mph speed limit. Sleepers, boulders, logs and posts may be placed to prevent damage to the roadsides and unauthorised parking. No liability is accepted for any damage caused by these markers. All vehicles should be parked in specified areas. No commercial vehicles, quad bikes or trial bikes are permitted at any of our premises or sites, unless making a delivery and having first reported to the main office.
8.11 Dangerous items – No shotgun, knife, firearm, air weapon, archery equipment, fireworks (including sparklers), illegal
substances or similar item may be brought onto any of our premises under any circumstances by you or anyone in your party. The only exception is at our premises at Rossie Ochil Estates for those guests who have a valid fire arms licence and permit for use.
8.12 Photography – Only non-intrusive photography of your own party and friends is permitted at our premises. You may not carry out photography for commercial purposes, publication or similar purposes in any part of our premises. We occasionally take photographs and videos for promotional and training purposes and we may occasionally receive requests from TV or other companies to film/photograph on our premises. Please be aware that filming may be in progress during your break. Should you not wish to appear in any such material please notify us on or before your arrival at your accommodation.
8.13 Swimming is not permitted in any lakes or waterways.
9. Maximum occupancy for your accommodation
9.1 You must ensure that the maximum number of persons occupying the accommodation does not exceed the maximum occupancy limits set out in our brochure and on our website. You must not bring additional camp/inflatable beds to the accommodation or allow additional guests to sleep on sofas. Tents, caravans or campervans are also prohibited outside of the accommodation.
9.2 If you have purchased your stay with a low occupancy discount, you must not exceed the number of guests you have paid for. We reserve the right to charge the appropriate full charge from the date your party arrived for the break should maximums be exceeded.
10. Security Deposit and Damages
10.1 For group bookings and large properties there will be an extra Security Deposit charged which will be returned to you following cleaning and inspection of the lodge after your departure. We reserve the right to withhold some of this to cover the costs of any damages and/or excess cleaning, additional staffing incurred costs as a result of disruptive behaviour or to compensate other guests who have been disrupted by your party.
10.2 If you discover that anything is missing or damaged on arrival at your accommodation you must notify us immediately on 0333 210 1055. If you do not notify us we will assume that you caused the relevant damage or loss.
11. If you have a problem or complaint
11.1 We take care to ensure that our accommodation is of a high standard. However, if you have any problems with your accommodation, please contact us immediately and give us the opportunity to resolve it prior to your departure. Please contact our holidays team by telephone on 0333 210 1055 or on the emergency number as provided in your welcome pack. Alternatively, you can email firstname.lastname@example.org and we will work with you to ensure that any complaints are investigated and resolved as promptly and efficiently as possible. Claims which are not reported at the time of stay, unless valid reasoning, will not be upheld.
11.2 Any accidents incurred on site must be reported during the duration of the stay and recorded in the accident book. Any possible liability for an accident cannot be considered if it not correctly reported and recorded on site.
11.3 If you have an unresolved complaint at the end of your stay please contact management at:
Parbroath Office, Parbroath, Cupar, Fife, KY15 4NS or email email@example.com
In considering any complaint we will take into account whether we have been given the opportunity to investigate it and put matters right.
12. Our rights of access
12.1 Our staff or contractors may need to access your accommodation if there is an unforeseen problem, to investigate a complaint you have made, or to perform certain routine property checks. If this happens, we will do our best to let you know in advance of the date and time that we will need access.
12.2 If your stay with us lasts more than ten days we will provide a linen change. Our staff or contractors will need to access the accommodation in order to perform this service.
12.3 If we do need to access your accommodation for any reason we will always try to access the property at reasonably convenient times (other than in the event of an emergency).
13. Our right to evict
We may terminate our contract with you and ask you to leave your accommodation immediately (without any compensation being payable) if:
(a) we consider that you or your party have committed a serious breach of these Terms and Conditions;
(b) we consider that your or your party’s behaviour endangers the safety of our visitors or staff;
(c) any complaints are made of anti-social or unacceptable behaviour against you or your party;
(d) you or your party cause an unreasonable amount of damage to the property or its contents; or
(e) you exceed the maximum occupancy limit for your accommodation.
14. Events beyond our control
14.1 We will not be responsible for any failure to perform our obligations under these Terms and Conditions that is caused by an event outside our control.
14.2 An event outside our control means any act or event that is beyond our reasonable control, including without limitation power outages, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, strikes or industrial action by third parties, terrorist attack or threat of terrorist attack, war or threat of war, civil commotion, riot, invasion, or failure of public or private telecommunications networks.
15. Security of your property
We draw your special attention to the following:
• Your personal belongings are your responsibility during your break with us.
• You must lock your vehicle securely and remove all valuable items on parking.
• Appropriate insurance is strongly recommended.
• We accept no liability for any accident, loss or damage to your property unless such loss, damage or accident is demonstrably due to our negligence or that of those for whom we are legally responsible.
16. Some practical information for your stay
16.1 Your check-in and departure times will be set out in your confirmation invoice. Normally, check-in is available from 4pm on the first day of your stay and departure is required before 10am on the last day of your stay. If you do not leave the accommodation by the required departure time we reserve the right to charge you a late checkout fee.
16.2 If you leave any of your possessions behind at your accommodation, please contact us as soon as possible. We reserve the right to charge you for any storage and delivery costs that we incur in relation to your lost property. We will hold all lost property for one month, after which it will be disposed of.
16.3 Many of our properties are located in rural areas and it is important that you and your party do not interrupt or endanger the livelihood of those working at the property or on the surrounding land. Please keep to prepared roads, paths and tracks at all times and treat all property and facilities carefully and appropriately.
16.4 Wireless internet access, where available, is not guaranteed. The facility is not subject to any particular security/filtering measures and requires continuous parental supervision when used by children. We reserve the right to disclose your name and address to our internet service provider if we discover that you or a member of your party illegally downloaded content from the internet or otherwise engaged in unlawful activity whilst using this facility.
16.5 We respectfully reserve the right to refuse entry to any persons other than holiday guests and bona fide guests of theirs. Visitors must depart by 10pm. All visitors must be agreed by management prior to arrival; additional costs may be put in place to cover grounds use and housekeeping.
16.6 At times we will experience adverse weather conditions. We aim to keep our driveway and main entrance clear but at times of heavy snowfall direct to- the- door access to all our accommodation may not be possible. We cannot be held responsible for travel disruptions resulting in non-arrival because of bad weather.
17. Data Protection
All the information we collect and hold about you and members of your party may be stored in computer and other filing systems, for which we hold a valid notification under the Data Protection Act. We collect and keep information about you and members of your party to enable us to administer our services to you, to conduct market research and provide you with information about our products and services and those of carefully selected third parties. If you do not wish to be contacted by us or such third parties please advise us of this in writing.
18. Governing Law
This agreement 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. You may choose to submit to the law and jurisdiction of England, Wales or Northern Ireland if you are resident there. We must both act reasonably in selecting or agreeing any jurisdiction including any forum for dispute resolution.