All you need to know
Highland Holidays Terms and Conditions
HOLIDAY RESERVATIONS T&C’S
Please contact us if you have any questions, concerns, comments, requests or complaints regarding our terms and conditions.
By email: firstname.lastname@example.org
By post: Highland Holidays, Biggar Business Park, 1a Market Rd, Biggar ML12 6FX
Making a Booking – When you book you are accepting the terms of these booking conditions on behalf of your whole party. A binding contract comes into existence once we have received your deposit and we have issued a booking confirmation by e-mail, fax or post. All terms are from start date specified for the accommodation detailed on your booking confirmation. Check-in time and check-out times are shown on your booking confirmation.
You must check your booking confirmation as well as all other documents we send you carefully as soon as you receive them. If any information appearing on any document appears to be inaccurate in any way, you must let us know straight away. We regret we cannot accept any liability if we are not notified of any inaccuracy in any document within 14 days of us sending it out.
Standard Deposit – When you book you must pay the applicable deposit requested. This is 30% of the total booking value unless booked within 10 weeks of arrival where the full amount is due at time of booking.
Low Deposit Option – Occasionally we offer the option to make a booking with a deposit that is lower than the standard percentage amount. If you make a booking with this low deposit option, the difference between the low deposit and the standard deposit is due 16 weeks before your arrival. If you cancel your booking, you must pay the difference between the low deposit and the standard deposit at the time you cancel the booking. If you do not pay what you are due on time, we have the right to cancel your booking. If this happens you will forfeit any deposit paid and still be liable for the difference between the low deposit and the standard deposit if this remains outstanding.
Balance – Your balance is due and payable 56 days before arrival date unless otherwise stated. For bookings made within the “balance due” period you pay the full amount when you make your booking.
Your Photography – Please note that you cannot photograph or film in our toilets. Please respect the privacy of our other guests and employees.
Our Photography – We regularly take photographs and film for marketing purposes. We’ll try to avoid disturbing your holiday but with this agreement you give us the rights (free of charge) to use any content taken on-site containing you or your image (or the image of people with you). If you don’t want to feature then just avoid the cameras, or if you find that you are featured and you don’t want to be then just contact us and we’ll try our best to stop using it.
Credit Card Charges – There is no additional charge for using any personal credit card or debit card. A surcharge of 2% is applicable to all other card types.
Competitions – For all competitions which include a Highland Holidays break, this will be valid during off-peak times only, unless otherwise stated. Off-peak refers to periods outwith UK school holidays.
Correction of Advertised Rates – We reserve the right to correct errors in advertised prices and alter prices in our brochure or on the website, which may go up or down. We will advise you of the current price at the time of booking.
Correction of Confirmed Prices – We also 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.
VAT – Prices include VAT. In the event of a change in the rate of VAT during the course of the year, Highland Holidays reserve the right to re-invoice you at the new amount of VAT unless you have paid the balance in full prior to the date of the change. Our booking confirmation is not a VAT invoice.
Number in Your Party – The total number in your party must not exceed the capacity of the accommodation as advertised. Accommodation is provided only for the number stated. Where special permission has been given, additional people may be accommodated.
Linen & Towels – Bed linen is provided in all accommodation. Towels are included in some accommodation units. Please refer to your booking confirmation regarding this.
Insurance – Personal Travel and Cancellation Insurance is not included. It is your responsibility to arrange your own insurance.
Credit Card Pre-authorisation – You will be required to provide a Credit / Debit Card on arrival for the pre-authorisation of funds to the value noted below. For group bookings one card can be used to secure each unit. If you choose not to provide card details for pre-authorisation then a cash deposit will be required.
Unit without Hot Tub: £100
Unit with Hot Tub: £250
This will be returned to you after your holiday, provided that your accommodation is undamaged, clean and tidy. Youth group bookings are only accepted if declared and agreed at the time of booking and may be subject to an additional deposit. Pre-authorisation is not a charge and no funds will be debited from your account unless your forfeit your pre-authorised amount. The timescale in which funds are released are determined by your card issuer.
Damage to Accommodation – You are liable for any damage caused in the accommodation during the period of hire. We have the right to enter any accommodation (without prior notice if this is not practical or possible) if special circumstances or emergencies arise (for example if repairs need to be carried out).
Noise – Please be respectful of your neighbours and keep all noise to a minimum. Failure to do so may result in the loss of your deposit and being asked to leave the park.
Unit with Hot Tub – Hot tub usage is permitted until 11pm and should not be used after this time. Failure to abide by this may result in the loss of your deposit. Please follow the rules and guidelines on the hot tub safety notices displayed next to your hot tub.
Late Check Out – A minimum of £25 will be charged for an unauthorised late check-out and a further £25 if extra cleaning is required. This will be deducted from your pre-authorised deposit.
Changes by You – Requests for amendments, including a change of date or property after your booking has been confirmed, will incur a £25 administration fee per accommodation and will be subject to availability. All changes must be made at least 56 days before your holiday start date. If we agree to any changes after this time, this may be subject to an additional charge of at least £100 per accommodation.
Cancellation by You – Telephone us immediately if you have to cancel and on the same day email your cancellation request to email@example.com. Note: Bookings may not be transferred to other parties after we have received notification of cancellation. Cancellation charges applicable – see table.
|Period before scheduled arrival date within
which cancellation notification is received.
|Cancellation charges for Self-Catering holidays.
|More than 56 days
|Loss of deposit
|56 days or under
|Period before scheduled arrival date within which cancellation notification is received.
|Cancellation charges for Touring Pitch Bookings.
|More than 28 days
|28 days – 15 days
|14 days or under
Cancellation by Us – Very occasionally, in circumstances of ‘force majeure’, we may have to cancel your booking. If we do so we will tell you as soon as possible and offer you an alternative. We regret we cannot pay any compensation or meet any expenses or costs you may incur as a result of any such cancellation or change. We will not accept responsibility or pay any compensation where the performance or prompt performance of our contract with you is prevented or affected by reason of circumstances which amount to “force majeure”.
Force Majeure – Circumstances amounting to “force majeure” include any event which we or the owners could not, even with all due care, foresee or avoid. Such circumstances include the destruction or damage of your accommodation (which cannot reasonably be remedied to a satisfactory standard before the start of your holiday) through fire, flood, explosion, storm or other weather damage, break-in, criminal damage or any similar event beyond ours or the owner’s control. Such circumstances also include riots or civil strife, industrial action, natural or nuclear disaster, fire, adverse weather conditions, war or threat of war, actual or threatened terrorist activity and all similar situations beyond ours or the owner’s control.
Activities & Facilities – We reserve the right to alter or withdraw amenities or facilities or any activities without prior notice where reasonably necessary due to repairs, maintenance, weather conditions and circumstances beyond our control.
Opening Times – The opening and closing dates of facilities are shown on our website. Opening times may be limited outside the main holiday season and are subject to change.
Unreasonable Behaviour – We reserve the right to terminate a holiday after the keys have been handed over if the unreasonable behaviour of anyone in the holiday party is likely to impair the enjoyment, comfort or health of other guests or members of staff. In these circumstances, no refund will be given.
Group/Party Bookings – The organiser or leader of a group or party booking is responsible for providing the party details. Should you arrive at your holiday park with such a group without notifying us of the required details, we have the right to refuse to hand over the accommodation to you.
Minors – We cannot accept bookings from anyone under 18 years of age.
Party Type – Youth group bookings are only accepted if declared and agreed at the time of booking.
Wheelchair/Disabled Persons – Unfortunately our self catering hire accommodation is not wheelchair friendly, however we do have some areas within each park that is accessible, which would be suited if you were to holiday in your own tourer/camper.
Special Requests – (e.g. for adjacent properties or specific units). These cannot be guaranteed, but every effort will be made to satisfy them. An additional charge may be applicable.
Pets – Highland Holidays is proud to be a dog friendly holiday provider. You may bring up to 2 dogs, per stay, at any of our parks. A pet charge applies – this may vary so please check at the time of booking. You must tell us that you are bringing a dog when you make your booking. You must bring your dog basket with you and ensure that your pet(s) does not lie on the bedding or chairs under any circumstances. Dogs must not be left unattended in accommodation or elsewhere and must be exercised on a lead and in the charge of an adult. Dogs are allowed in designated indoor areas only – please see signage onsite.
In the interest of visitor safety, and following government legislation, we are sorry we are unable to accept the following types of dog: American XL Bully, American Pit Bull Terrier, Japanese Tosa, Fila Brasileiro and Dogo Argentino even where these types of dog are muzzled as required by government legislation.
Assistance Dogs – Registered assistance dogs will be accepted free of charge at all locations, subject to availability of suitable accommodation.
Accessibility – Please read our separate Accessibility Guide for more information.
Vehicles – Your vehicles and their accessories and contents are left entirely at your risk. We will not be responsible for any loss or damage from or to any vehicle from any cause whatsoever other than, negligence of ourselves or our employees or agents.
Liability – Except where otherwise specified in these Booking Conditions Highland Holidays will not accept liability for any damage, expense, injury, death or loss of any nature whatsoever suffered by any person(s) from any cause whatsoever other than, the proven negligence of ourselves or our employees or agents. This clause does not attempt to exclude negligence or breach of statutory duty.
Illness – Guests should inform Park Management of any illnesses developed during the duration of their stay which could have an effect on other guests. Guests who take unwell may be confined or, depending on the severity, asked to leave in order to prevent the spread of said illnesses. In such circumstances we are unable to refund.
Smoking – Due to Government legislation it is illegal to smoke within public buildings. Company policy maintains this ban throughout all accommodation, meaning all smoking must take place outside. This includes e-cigarettes and vaporisers. Smoking in accommodation will incur a £150 fine to cover cleaning.
Cookies – Please read our separate Cookies Policy for more information.
Copyright – All content including written and visual is subject to copyright, is our intellectual property and where appropriate is trademarked. You agree not to copy or seek to acquire rights to any of our content.
Banned Items – We have a zero-tolerance policy on drugs, firearms and offensive weapons. If we have reason to suspect that you have taken or are in possession of any illegal drugs or any other illegal substance, a firearm or offensive weapon, we will ask you to leave the park, without refund.
Wi-Fi – Only devices with a web browser and the ability to connect to a public service can access our network – please check your device for compatibility. Our Wi-Fi is provided by Leisure Park Internet Solutions (LPIS) who can be contacted on 01423 295 001 during opening hours. All connections to the complimentary Wi-Fi will be subject to a ‘fair usage’ policy. Device exclusions apply. Charges may apply. For further details please ask reception.
Complaints or Concerns – If you want to complain, we will want to take action to sort out your complaint as soon as possible. It is essential that you contact us as soon as the issue arises so that we can do everything in our power to sort it out as quickly as possible. It is often extremely difficult (and sometimes impossible) to sort out difficulties properly unless we are told promptly. If you discuss the problem with one of our managers during your stay at the property, it can usually be sorted out straightaway.
In particular; complaints that would only be temporary (for example, complaints on how the property has been prepared) cannot possibly be investigated unless registered during your stay. If, after this, you feel that the problem has not been dealt with to your satisfaction, you must, within 10 days of returning from your stay, put your complaint in writing to us. Please email your letter to firstname.lastname@example.org.
We have designed this procedure to make sure we can sort out complaints as quickly as possible. Please help us to help you by following this procedure. If you fail to do so, this may affect your entitlement to compensation if this would be appropriate.
Amendments – We reserve the right to amend these Booking Terms and Conditions at any time. Updates will be effective 7 days after they are posted on the highlandholidays.com website. If you are not happy with changes please contact us, otherwise we’ll assume you have accepted all of them.
Our Terms & Conditions were last updated December 2023.
More than 56 days: Loss of deposit
56 days or under: 100%
Touring Pitch Bookings.
More than 28 days: 20%
28 days – 15 days: 50%
14 days or under: 100%
Failure to arrive on scheduled arrival date (No show): 100% of first night (any subsequent booked nights will be cancelled)
The date refers to period before scheduled arrival date.
Highland Holidays is a registered trademark.
VAT Number 266 653 041.
Highland Holidays Ltd is registered in Scotland: SC618413.
Registered Address is Ben Nevis Holiday Park Limited, Camaghael, Fort William PH33 7NF