Booking Terms & Conditions

These Terms and Conditions govern the booking and use of Highwinds Lodge, Fort William, PH33 6SW ("the Property"). The Property operates under Short-Term Let Licence No. HI-40041-R, granted by The Highland Council under the Civic Government (Scotland) Act 1982, with a licensed maximum occupancy of ten guests (aged two and over).

By making a booking, the Guest confirms that they have read, understood, and agree to be bound by these terms. These terms form the basis of the contract between the Property Owner ("the Owner") and the person making the booking ("the Booking Guest"). Nothing in these terms affects the Guest's statutory rights.

The Booking Guest must be at least 18 years of age at the time of booking and must be a member of the party staying at the Property for the entire duration of the stay.

1. Definitions

"The Property" means Highwinds Lodge, Fort William, PH33 6SW, including the lodge building, all furnishings, fixtures and fittings, garden grounds, and parking area.

"The Owner" means the licence holders (Andrew James Starnes and Jonathan David Starnes) or their authorised representative.

"The Booking Guest" means the named individual who makes the booking and accepts these Terms and Conditions on behalf of all members of the party.

"Guest(s)" means the Booking Guest and all members of the party staying at the Property.

"The Rental Period" means the dates of arrival and departure as confirmed in the booking confirmation.

"Total Rental" means the full cost of the stay as quoted at the time of booking, excluding any optional extras, security deposit, or additional charges.

2. Booking and Confirmation

2.1 A booking is made when the Booking Guest submits a booking request and pays the required advance payment as specified at the time of booking. The booking becomes a binding contract when the Owner issues a written booking confirmation by email.

2.2 The Booking Guest warrants that they are authorised to make the booking on behalf of all members of the party, and that all members of the party will comply with these Terms and Conditions.

2.3 The Booking Guest must provide the full name and nationality of every Guest aged 16 and over who will be staying at the Property. This information should be provided at the time of booking, or as soon as the composition of the party is confirmed, and at least 14 days prior to the date of arrival.

2.4 For Guests who are not British citizens, Commonwealth citizens, or citizens of the Republic of Ireland, the Owner is required by law to collect additional information under the Immigration (Hotel Records) Order 1972. This includes the number and place of issue of the Guest's passport or other identity document. This information will be collected via a secure, encrypted digital guest registration process prior to arrival.

2.5 The Owner reserves the right to decline or cancel a booking in the following circumstances: the discovery that booking information is materially false or fraudulent; suspension or revocation of the Property's short-term let licence; severe damage rendering the Property uninhabitable; a force majeure event as described in Section 5; or any circumstance where proceeding would breach the licence conditions or applicable law. In any such circumstance, all payments will be refunded in full.

3. Payment Terms

3.1 An advance payment of 25% of the Total Rental is required at the time of booking to secure the reservation.

3.2 The balance of the Total Rental is due no later than 56 days (8 weeks) prior to the arrival date.

3.3 For bookings made within 56 days of the arrival date, the full Total Rental is payable at the time of booking.

3.4 A refundable security deposit of £500 is required and must be paid at the time the balance is due (or at the time of booking if the booking is made within 56 days of arrival). The security deposit is held exclusively for the purposes described in Section 9 and will be returned within 14 days of departure, subject to those provisions.

3.5 All payments must be made in pounds sterling (£ GBP). The Owner accepts payment by bank transfer (BACS) or by debit/credit card via a secure payment link. The Owner does not accept cash payments.

3.6 Failure to pay the balance by the due date may result in the booking being treated as cancelled by the Guest, and the cancellation terms in Section 4 will apply.

4. Cancellation by the Guest

4.1 All cancellations must be made in writing (email is acceptable) to the Owner. The effective date of cancellation is the date on which written notice is received.

4.2 The following cancellation charges apply, calculated from the date of the scheduled arrival:

Security deposit is returned in full in all cancellation scenarios (subject to inspection for no-shows).

4.3 Cancellation charges are intended as a genuine pre-estimate of the Owner's likely loss and are not intended as a penalty.

4.4 The Owner strongly recommends that all Guests take out comprehensive travel and cancellation insurance.

4.5 The Owner will use reasonable endeavours to re-let the Property for cancelled dates. If successfully re-let, the Owner will refund the amount recovered, less the £50 administrative fee and any additional costs reasonably incurred.

5. Frustration of Contract and Cancellation by the Owner

5.1 If the Owner needs to cancel a confirmed booking due to circumstances within the Owner's control, the Guest will be notified as soon as reasonably practicable and all payments refunded in full.

5.2 Where the Property becomes unavailable and suitable alternative accommodation of equivalent or higher standard can be offered, the Guest may accept the alternative or receive a full refund.

5.3 In the event of force majeure (fire, flood, storm, pandemic, government restrictions, or similar), either party may cancel the booking. All payments will be refunded in full but the Owner shall have no further liability.

5.4 Where a booking becomes legally impossible due to government regulations or travel restrictions, the contract shall be treated as frustrated and all payments refunded in full.

5.5 If the short-term let licence is suspended, revoked, or not renewed, all payments will be refunded in full. The Owner shall not be liable for consequential losses.

6. Arrival and Departure

6.1 Check-in is from 3:00 PM. Check-out is by 11:00 AM. These times are strictly observed to allow for thorough cleaning between guests.

6.2 Early arrival or late departure may be available by prior arrangement and may incur an additional charge.

6.3 Key collection and access instructions will be provided by email in advance of arrival.

6.4 The Booking Guest is responsible for securing the Property on departure, returning all keys, and ensuring windows and doors are closed and locked.

7. Occupancy

7.1 Maximum occupancy is 10 persons aged two and over, as per the short-term let licence. Children under two are not counted towards the maximum occupancy figure; however, for fire safety reasons, a maximum of 2 children under the age of two are permitted at the Property. The total number of persons (including day visitors, excluding children under two) must not exceed 10 at any time.

7.2 Only persons named on the booking or approved by the Owner may stay overnight.

7.3 The Property must not be used for events, parties, or gatherings beyond normal holiday use without the Owner's prior written consent.

7.4 Breach of occupancy or events restrictions may result in immediate termination of the booking under Section 15.

8. Safety and Statutory Information

8.1 Statutory safety documentation is displayed in each bedroom and in the house guide located in the kitchen, as required by the short-term let licence, including: the licence and licence conditions; fire, gas, and electrical safety information; emergency services information; Gas Safety Report; EICR; PAT Report; and carbon monoxide alarm instructions.

8.2 The Booking Guest and all members of the party shall familiarise themselves with the fire escape routes, the location of fire extinguishers and first aid kit, and the emergency procedures upon arrival.

8.3 The Guest must immediately notify the Owner of any incident involving structural damage, gas leak, fire, or explosion requiring emergency services.

8.4 Mobile gas cabinet heaters are not provided and must not be brought onto the premises.

8.5 The Property is subject to a Legionella risk assessment as required by the short-term let licensing conditions. The Owner maintains appropriate water safety measures and ensures all water systems are flushed and safe prior to each guest arrival. Guests are asked to report any concerns about water quality, discolouration, or unusual temperature to the Owner promptly.

9. Security Deposit and Damage

9.1 The £500 security deposit is held exclusively against: physical damage to the Property or its contents; loss or breakage of items; and additional cleaning costs (including specialist cleaning due to breach of the no-smoking policy or pet-related soiling).

9.2 The deposit will not be used as a penalty. Any retention will be supported by an itemised account with evidence.

9.3 Damage, breakage, or faults must be reported to the Owner as soon as reasonably practicable.

9.4 The deposit (or balance) will be returned within 14 days of departure.

9.5 If costs exceed the deposit, the Guest is liable for the full amount.

9.6 Normal wear and tear will not result in any deduction.

10. Care of the Property

10.1 The Guest agrees to keep the Property clean and tidy and to leave it in a reasonably clean and orderly state.

10.2 The Guest shall take all reasonable care of the Property and shall not cause or permit any damage.

10.3 No alterations, furniture moving between rooms, or removal of items from the Property.

10.4 Smoking (including e-cigarettes and vaping) is strictly prohibited inside the Property at all times. Smoking is permitted only in the designated outdoor area, which is the covered area adjacent to the log shed to the left of the garage. Breach may incur specialist cleaning costs (typically around £250).

10.5 Candles, incense, oil burners, and open flames are strictly prohibited inside the Property.

10.6 The Property must not be used for any unlawful purpose.

11. Noise, Nuisance, and Neighbours

11.1 The Property is in a residential area. Guests must not cause nuisance or disturbance.

11.2 Quiet hours are between 9:00 PM and 7:00 AM. Noise must be kept to a minimum during these hours.

11.3 Vehicles must be parked within the designated parking area and must not obstruct neighbours or access routes.

11.4 Waste and recycling must be disposed of properly. Items such as wet wipes, sanitary products, and nappies must not be flushed.

11.5 Persistent or serious disturbance may result in termination under Section 15.

12. Pets

12.1 Well-behaved dogs are welcome by prior arrangement. Numbers and type must be declared at booking. An additional pet charge may apply.

12.2 The Booking Guest is fully responsible for any damage caused by pets.

12.3 Pets must not be left unattended in the Property.

12.4 Pets are not permitted on beds or soft furnishings. Pet blankets and towels are provided.

12.5 Guests must clean up after pets inside and outside.

12.6 Additional cleaning costs due to pets will be deducted from the deposit or invoiced.

12.7 The Owner reserves the right to refuse any pet. Aggressive or disruptive animals must be removed immediately.

13. Liability

13.1 The Property is made available on a self-catering basis. The Owner does not provide supervision or security services.

13.2 Nothing in these Terms excludes or limits the Owner's liability for death or personal injury caused by the Owner's negligence, or for any other liability that cannot be excluded or limited by law.

13.3 Subject to 13.2, the Owner shall not be liable for loss of or damage to Guests' personal property unless caused by the Owner's negligence.

13.4 The Owner accepts no liability for disruption caused by utility failures, road closures, severe weather, nearby construction, or other events beyond the Owner's control.

13.5 The Owner shall use reasonable endeavours to resolve issues and may offer a proportionate reduction where a significant amenity is unavailable.

13.6 Children remain the responsibility of their parents or guardians at all times.

14. Complaints and Issues During Your Stay

14.1 Any problem or concern must be reported to the Owner as soon as possible to allow a reasonable opportunity to rectify the issue.

14.2 Contact details will be provided with arrival information.

14.3 The Owner cannot consider claims for issues not reported during the stay.

15. Right to Terminate

15.1 The Owner may terminate the booking and require Guests to leave immediately if: maximum occupancy is exceeded; an unauthorised event is held; significant damage or antisocial behaviour occurs; unlawful activity takes place; or a material breach is not remedied within a reasonable time.

15.2 On termination, the Owner will retain funds to cover actual occupation, damage, and unrecoverable lost revenue. The Owner will endeavour to re-let and refund any amount recovered.

15.3 The security deposit will be applied solely against physical damage, loss, or cleaning costs — not as a penalty for the breach itself.

16. Wi-Fi, Broadband, and Entertainment

16.1 Wi-Fi and broadband are provided as a courtesy. The Owner does not guarantee uninterrupted service or specific speeds.

16.2 The internet connection must not be used for unlawful activity.

16.3 Entertainment systems are provided for enjoyment. Availability of third-party streaming services is not guaranteed.

17. Data Protection and Privacy

17.1 Personal data is collected and processed for managing bookings, communications, and legal compliance. See our full privacy policy for details.

17.2 Guest data will not be shared with third parties except where required by law or for payment processing and property management.

17.3–17.5 The Owner is legally required to collect information under the Immigration (Hotel Records) Order 1972. Passport details will be collected via a secure, encrypted platform — never via standard email. Records are retained for 12 months as required by law, then securely deleted.

17.6 Personal data is retained for no more than 24 months after the stay, or longer where required to resolve a dispute.

17.7 Guests may request access to, correction of, or deletion of their data, subject to legal obligations.

17.8 If external CCTV is in operation, Guests will be informed at the time of booking. No internal surveillance is in operation.

18. Third-Party Services and Activities

18.1 Any recommendations regarding local services are made in good faith only. The Owner does not receive commissions and accepts no liability for third-party services.

18.2 Guests participate in external activities at their own risk.

19. Insurance

19.1 The Owner maintains valid buildings insurance and public liability insurance as required by the licence.

19.2 Guests are strongly recommended to arrange their own travel insurance covering cancellation, personal belongings, medical expenses, and personal liability.

20. General Provisions

20.1 These Terms represent the entire agreement. No variation is effective unless agreed in writing.

20.2 If any provision is found invalid, the remaining provisions continue in full force.

20.3 Failure to enforce any provision does not constitute a waiver.

20.4 These Terms are governed by the laws of Scotland. The parties submit to the exclusive jurisdiction of the Scottish courts.

20.5 Headings are for convenience only.

20.6 The Owner may update these Terms from time to time. The version in effect at the time of booking applies.

20.7 Nothing in these Terms affects the Guest's statutory rights under the Consumer Rights Act 2015 or any other applicable legislation.