Terms & Conditions

These Terms and Conditions form the basis of the contract between Ancarraig Lodges (referred to as "we", "us" or "our") and the person making the booking (referred to as "you" or "the Customer"). By making a booking you agree to be bound by these Terms and Conditions.

The contract is governed by the laws of Scotland and the Scottish courts shall have exclusive jurisdiction.

1. The Contract

A contract for short-term holiday accommodation is formed once we have received the required initial payment and issued written confirmation by email.

The lead booker must be at least 18 years of age at the time of booking and is responsible for ensuring that all members of the party comply with these Terms and Conditions.

The agreement does not create a landlord and tenant relationship. No tenancy or security of tenure is created under the Housing (Scotland) Act 1988 or otherwise.

2. Bookings Made via Third-Party Platforms (Online Travel Agents)

Where a booking is made through a third-party platform or Online Travel Agent (OTA), such as Booking.com or Airbnb, the payment terms, cancellation policy and refund handling applicable to that booking shall be those agreed at the time of booking through the relevant platform and shall take precedence over any conflicting terms in these Conditions.

All other provisions of these Terms and Conditions shall apply in full to OTA bookings, including but not limited to rules relating to use of the property, occupancy, pets, smoking, behaviour, damages, additional cleaning, liability, access, adverse weather, and lost property.

By proceeding with a booking through an OTA and/or occupying the property, you confirm that you have read and agree to be bound by these Terms and Conditions.

3. Payments & Security Deposit

Initial Payment: A payment of 50% of the booking rental value is required at the time of booking. Bookings are not confirmed until this payment has been received.
Final Balance: The remaining balance, together with any applicable extras (including the cleaning and linen fee and pet fees), is due 14 days prior to arrival.
Security Pre-authorisation: A £150 security deposit will be pre-authorised on your payment card up to one day before the arrival date. This is usually released within 3–5 working days after departure, provided no damage or specialist cleaning is required.
Notification of Charges: We will inspect the lodge after your departure. We aim to notify you of any damages found, or any intention to charge the security deposit for specialist cleaning or repairs, within 72 hours of your check-out.
Liability: The £150 pre-authorisation is not the limit of your liability. You remain responsible for the full cost of any damages, specialist cleaning (including smoke or pet hair remediation) or losses that exceed this amount.

4. Cleaning and Linen Fee

A mandatory cleaning and linen fee of £50 applies to all bookings. This fee is charged with the final balance at 14 days prior to arrival.

Once charged, the cleaning and linen fee is non-refundable. From 14 days prior to arrival we are contractually committed to our cleaning contractors and incur the full cost of the scheduled clean regardless of whether the guest arrives.

5. Cancellation by the Customer

Cancellations must be notified to us in writing by email. The date we receive written notice will determine the applicable charges.

More than 14 days before arrival – an administration fee equal to 10% of the rental value (excluding fees) will be retained. The remaining balance will be refunded.

14 days or fewer before arrival – 100% of the booking value (including cleaning and linen fees) is payable and no refund will be due.

The administration fee reflects genuine costs incurred, including administrative time, payment processing costs, loss of opportunity to re-sell the dates, and operational expenses already committed.

6. Cancellation Due to Circumstances Beyond Our Control (Force Majeure)

We shall not be liable for failure to perform our obligations where this is caused by events beyond our reasonable control, including but not limited to severe weather damage, prolonged power or utility outages, fire, flood, or government action.

Where such circumstances prevent us from honouring your booking, we will offer you a choice of alternative dates, a credit voucher, or a refund of amounts paid.

Refunds will be processed as soon as reasonably practicable. In exceptional circumstances involving large-scale or unforeseen disruption, processing may take longer than usual.

7. Inability to Travel, Illness and Insurance

Fewer than 14 days before arrival, we are not able to offer refunds, credits or date changes where you or any member of your party are unable or unwilling to travel for personal reasons.

This includes, but is not limited to, illness or injury, medical conditions, family emergencies, work commitments, transport disruption, or changes in personal circumstances.

These are insurable risks and we strongly recommend that you obtain suitable UK travel insurance. Failure to do so is at your own risk.

8. Adverse Weather and Access

Ancarraig Lodges is situated in a rural Highland location. Access roads may be affected by adverse weather conditions, particularly during winter months.

We will take reasonable steps to maintain access to the lodges and keep our entrance and internal roads clear where practicable. We cannot, however, control or guarantee the condition of public roads leading to the property.

Guests are responsible for travelling with a suitable vehicle and appropriate equipment for the conditions. During winter months we strongly advise the use of a 4x4 vehicle and recommend snow chains or snow socks as a minimum precaution.

If you are unable to reach the property due to weather conditions, road conditions, or the unsuitability of your vehicle or equipment, this will not constitute grounds for a refund, credit or date change. Such circumstances are considered an insurable risk.

9. Period of Hire

Check-in: From 3pm. Check-out: By 10am sharp.
Pre-booked Extensions: Subject to availability, early check-in or late check-out can be booked for £15 (up to 2 hours) or £25 (3–4 hours).
Unauthorised Late Departure: If a late departure causes a delay to our cleaning team, a fee of £25 per hour (or part thereof) will be charged.

No refund will be given for early departure.

10. Maximum Occupancy and Visitors

The number of occupants must not exceed the maximum stated on the website. We reserve the right to refuse entry or terminate the stay without refund if this condition is breached.

Visitors who are not registered guests are not permitted without prior consent.

11. Care of the Property & Fire Safety

You are responsible for the property and its contents and must take reasonable care of them. The lodge should be left in a reasonably clean and tidy condition, including washing used crockery, disposing of rubbish in the bins provided, and returning furniture and contents to their original positions.

Additional cleaning will be charged at £25 per hour where the property requires cleaning beyond a standard changeover. This includes, but is not limited to, excessive mess, food spills left on surfaces or floors, soiled furnishings, rubbish not disposed of, or evidence of smoking inside the lodge.

This does not include fair wear and tear.

Prohibited Cooking/Flames: For fire safety in our timber lodges, deep-fat fryers, chip pans, candles, tea lights, fireworks, and sky lanterns are strictly prohibited.
Log Burners: Only seasoned firewood may be used; any unseasoned or oversized wood, twigs from the grounds, or liquid fuels are strictly prohibited.

Charging Electric Vehicles using domestic 13amp sockets inside or outside the lodges is strictly prohibited due to fire safety risks. A fee of £200 will be charged for any unauthorised charging.

12. Smoking

Smoking is strictly prohibited inside all lodges and care must be taken not to allow any smoke or odour to permeate the lodge.

Where a lodge requires additional cleaning, deodorising, or treatment (including the use of ozone machines) due to the presence of smoke odour, we reserve the right to charge for additional cleaning, lost occupancy/relocation of guests and associated costs. This applies regardless of whether smoking is admitted or observed, where the odour is present and impacts the condition of the lodge.

13. Pets

Pets are permitted in all lodges, subject to a maximum of two pets per booking, charged at £15 per pet per stay. Pet fees are payable with the final balance at 28 days prior to arrival.

Pets are permitted on furniture only when using the blankets provided. Pets are not permitted in bedrooms under any circumstances due to the impact on bed linen and future guests. If pet hair is found to be present on bedroom linens, we reserve the right to charge any associated costs with additional laundering charges or replacement linen fees.

Any additional cleaning or damage caused by pets will be charged to the lead booker.

Pets must not be left unattended unless caged and not if they are prone to barking - even usually calm pets can have their temperament amended by a change of surroundings. Persistent disturbance to other guests may result in the termination of your stay.

Leads: All pets must be kept on a lead at all times when walking around the site due to nearby livestock and other guests.
Waste: Owners must bag and dispose of pet waste in the provided bins.

14. Conduct & Site Rules

Quiet Hours: Please observe quiet hours between 10pm and 8am for the benefit of other guests and local wildlife.
Speed Limit: A strict 5mph speed limit applies throughout the park to ensure the safety of children, pets, and wandering deer.
Maximum Occupancy: The number of occupants must not exceed the lodge's capacity.
Lanterns/Kites: Use of lanterns or kites is prohibited due to overhead cables and guest privacy. Guests must not crawl under lodges (which are on stilts) due to live cabling.
Fireworks & Chinese Lanterns: Due to the timber construction of the lodges and nearby livestock, fireworks and lanterns are strictly prohibited. Any breach will result in an immediate £250 Safety Inspection & Breach fee, plus immediate eviction without refund.
Drones: The use of drones is not permitted without our express written consent.

Any breach of this clause may result in immediate termination of the stay without refund and, where necessary, involvement of local authorities.

15. Liability

Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud, or any liability which cannot be excluded by law.

Subject to this, we shall not be liable for loss or damage to personal property unless caused by our negligence.

16. Wi-Fi

Wi-Fi is provided for reasonable and lawful use. We do not guarantee uninterrupted or fault-free service and accept no liability for its unavailability.

17. Right of Entry

We reserve the right to enter the property at reasonable times for inspection, maintenance, or emergency purposes. Where reasonably practicable, notice will be given.

18. Complaints

If you have any problem during your stay, you must notify us immediately to allow us the opportunity to resolve it. Complaints raised after departure which were not reported during the stay may not be considered.

19. Lost Property

Items left behind will be held for up to 30 days. We are not responsible for items after this period.

If you request an item to be returned, a handling and postage fee of £10 will apply, in addition to the cost of postage where applicable.

20. Data Protection

Personal data is handled in accordance with our Privacy Policy, available on our website.

If you have any questions about your booking, please contact us at stay@ancarraiglodges.co.uk.

Summary of Additional Fees & Charges

Security Pre-authorisation: £150 (Hold released 3–5 days post-stay)
Cleaning & Linen Fee: £50 (Mandatory per booking)
Pet Fee: £15 per pet, per stay
Admin Fee (Cancellations >14 days): 10% of Rental Value
Fireworks / Sky Lanterns: £250 fee + Immediate Eviction
Unauthorised EV Charging: £200 fee
Specialist Smoke Removal: £150 fixed fee + potential relocation costs
Early Check-in / Late Check-out (subject to availability): £15 (up to 2 hrs) / £25 (3–4 hrs)
Unauthorised Late Departure: £25 per hour (or part thereof)
Additional Cleaning: £25 per hour (for excessive mess/rubbish)
Lost Property Handling: £10 + postage costs