Highland Retreats

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

Booking Terms and Conditions


15 Complaints

If you want to complain, we, together with the owner, will want to take action to sort your complaint as soon as possible. Because the contract for your accommodation is between you and the owner, you should put any queries or concerns to them. It is essential that you contact the owner or their representative immediately if any problem arises so that it can be sorted out as quickly as possible. It is often extremely difficult (and sometimes impossible) to sort out difficulties properly unless the owner is told promptly. If you discuss the problem with the owner or their representative during your stay at the property, it can usually be sorted out straightaway. In particular, complaints which would only be temporary (for example, complaints on how the property has been prepared or the heating not working) cannot possibly be investigated unless registered during your stay. If you cannot contact the owner or their representative, or if you are not happy with their response, you should immediately phone us on the number shown on your confirmation. If, after this, you feel that the problem has not been dealt with to your satisfaction, you must, within 30 days of returning from your stay, put your complaint in writing to us. We will then pass this on to the owner. Send your letter by recorded delivery to our office at Charter House, Stansfield Street, Nelson BB9 9XY, marked for the attention of Customer Care. We want to resolve any problems as quickly as possible, so we have set out this procedure to make sure we can sort out complaints effectively. Please help us and the owner to help you by following this procedure. If you fail to do so, it may affect your entitlement to claim compensation if this would be appropriate. As we act only as an agent for the owner, we cannot accept any legal responsibility for your accommodation or personal property. If we help to sort out a complaint, we are doing so as an agent only.


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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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