Highland Retreats

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Booking Terms and Conditions


6 If you change or cancel your booking

6a) Changes

If you want to change any detail of your confirmed booking, we will do our best to make the changes. However, we must receive your notice in writing or get written notice from your travel agent. Also, we cannot guarantee that the owner concerned will be able to meet your request. You must also make a payment of £25 with this notice at the time of each change or £40 if we have already issued your confirmation documents. You will also have to pay any costs we have to pay to the owner. We will charge for any amendment at the current brochure price, which may be different from the price in literature from which you booked your chosen arrangements. We may treat changes to your dates or accommodation as a cancellation of the original booking and if so you will have to pay cancellation charges.

6b) Full cancellations

If you have to, or want to, cancel your booking, you must phone us on the number shown on your booking confirmation as soon as possible. The day we receive your notice by phone to cancel is the date on which we will cancel your booking with the owner.

Depending on your reason for cancellation, you may receive a refund authorised by the owner of all money you have paid to us for your booking (apart from booking fees and, if it applies, the premium for any personal travel insurance you have arranged with us, any amendment charges, and credit-card charges you have already paid). We will also keep a cancellation administration fee of £25.

The conditions for getting a refund referred to above only apply if the cancellation applies to all members of your party. All prices are for the whole property and not on a per person basis and no refunds will be made for one or more members of the party not using the property.

Under your contract with the owner, to qualify for a refund you must have one of the following reasons and may be asked to send evidence;

Illness or pregnancy (we will need to see medical evidence that you or a member of the party is unfit to travel). We will not cover pregnancy if the relevant person was pregnant before the booking was made and we will not make a refund if the woman is due to give birth within 14 weeks of the arrival date home; Death; Redundancy (as long as the employment has been continuous with the same employer for at least two years); Jury or witness service (in a court of law); Illness or death of a close relative (a close relative is defined as a husband, wife, civil partner, son or daughter, son-in-law, parent, mother-in-law or father-in-law, grandparent, sister or brother, fiancé or fiancee); Your home is damaged and cannot be lived in because of a fire, storm, flood, subsidence or malicious damage; The police have asked you to stay at home, following a burglary at your home or place of business, during the period of your holiday or within the seven days before this; You are in HM Forces and are posted unexpectedly or have leave cancelled if you are in the police (unless you can recover the cost of the lost booking from another source); You are placed in quarantine.

You may also receive a full refund if you cannot reach your holiday destination due to snow or flood conditions or as a result of being involved in an accident while on the way there (This only applies if you have made every effort to try to complete your journey. You will need to produce evidence from the police, RAC or AA.) Although a refund is available in these circumstances you may prefer to delay your arrival. In these cases you will receive a 15% refund for each 24 hour delay (up to a maximum of 72 hours = 45% (For short breaks, you will receive a fixed refund of 45% for all arrivals delayed for more than 24 hours.

We will ask you to fill in a booking cancellation form which may need signing by a medical practitioner or employer. In this case, we may need you to give us more information from other people (we will tell you at the time).

The following reasons for cancellation do not qualify for a refund as set out above. Suicide or attempted suicide, deliberate self-injury, the effect of alcohol or drugs, or any other reason which we have not specifically referred to.

If the reason for cancellation does not fall within one of those given above, for example, you do not want to travel, your leave is cancelled by your employer (other than HM Forces or the police) and so on, you will have to pay a cancellation charge based on the number of days before the arrival date at the property that we receive notice, as shown in the following table. This means that if you have paid the balance of your total booking cost and then have to, or want to, cancel, you may receive a refund of part of the cost. However, if you have not paid your total booking cost, including any booking fee and the premiums for any insurance (if you have bought this) by the time of your cancellation, you may have to make a further payment to cover the cancellation charge. For the purpose of the table below, accommodation cost means the total cost of the accommodation booking, including any extra items. You will still have to pay any insurance premiums, booking fees, credit-card charges and administration fees for making any changes.

If you have already paid insurance premiums, booking fees, credit-card charges and administration fees, we will not refund these if you cancel.

Cancellation charges

Number of days before the start date of your trip that we receive your notice to cancel Cancellation charge (plus all booking fees, insurance premiums, credit-card charges or administration fees you owe)
More than 56 days Full deposit (including any balance of the deposit due)
29 to 55 days 50% of the accommodation cost or full deposit (including any balance of deposit due), whichever is greater.
15 to 28 days 75% of accommodation cost
14 days or less 90% of accommodation cost
On arrival date or later Full accommodation cost

If you live outside the UK and have booked through a local agent, the term accommodation cost in the above cancellation charges table means the amount paid by your local agent to us after taking off any booking fees, insurance premiums and any administration charge paid to us for making any change.

6c) Cutting short your stay

You can also get a refund as set out above if your stay is cut short for any of the reasons set out in b) above. In this case, we will refund the appropriate percentage of the cost of your stay. This only applies if everyone from your party leaves the property. If your stay is cut short for medical reasons affecting any person in your party, you will need to produce a certificate from a local doctor, confirming that they needed to return home.

6d) Part cancellations

If only one person in your party needs to cancel, this will not normally affect the total cost of your booking unless you cancel any travel arrangements or extra services which are charged on a "per person basis". In these instances, we will provide a refund of any per person charges paid after taking off any cancellation charges made by the owner.


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"Escape to the big country"

07970 153 980
This email address is being protected from spambots. You need JavaScript enabled to view it.


Unit 4, Ben Nevis Way,
Glen Nevis Industrial Estate,
Fort William, PH33 6RX

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