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Frequently Asked Questions

General FAQs

If you have any questions about a booking that was originally made with Great North Lodges then please click here!

Is there a 'cooling off' period following making a booking?

Yes – there is a 48 hour period from the time the booking is recorded on the system (when payment is made) during which time you may cancel your booking and receive a full refund less any credit card surcharge.

What happens if I need to cancel after this time?

In the event that you need to cancel after 48 hours the deposit is non-refundable. Once the final payment is made 10 weeks prior to arrival the funds are non refundable. Life can sometimes take unfortunate turns therefore it is very much encouraged that you will have taken out cancellation insurance if unforeseen circumstances to arise.

If the advertised hot tub or sauna is not available during our stay, what compensation may we expect?

If we have prior knowledge of this we will contact you and offer you the opportunity to either cancel the booking or proceed and receive an appropriate discount for the lack of the facility. Where the failure happens part way through the week there will be pro-rata compensation. For example: Both sauna and hot tub facility is calculated at £50 per week.

Is the broadband provision reliable?

All of our properties have broadband. Some are in areas with a faster connection than others and some have satellite provision. The owner has no control over the provision of the service and is only responsible for ensuring that the equipment in the house (router etc) is functioning. If the service is not available during your stay, for reasons over which the owner has no control, then no compensation for loss of this service is applicable.

Do you offer short breaks?

Occasionally our properties will offer 3 night minimum short breaks in the Shoulder Seasons (Spring and Autumn). Short breaks are offered through our social media channels and on our website. Or you can give us a call anytime and we will do our best to make you happy!

Can we arrive early/leave late?

Wherever possible the owners and /or housekeepers will be as accommodating as possible but any change to the specified arrival and departures time must be by agreement.

The housekeepers will be cleaning and preparing the house anticipating your arrival at 5pm or later. Please do not arrive earlier than this, except by prior arrangement. An unexpected early arrival may lead to the house not being as clean as you would like as cleaners may leave when you arrive.

Late departure may be possible by arrangement during your stay if there is no following booking expected. If there is a booking following your departure day the 10am checkout time will apply.

Can I invite additional daytime guests to the house during my stay or bring camp beds for additional overnight guests?

This depends on the house insurance and the preference of the owner. In some instances, the house will be insured for a specific number of guests and increasing the occupancy will invalidate the insurance, putting the property and yourselves at risk. In some cases, in order to minimise wear and tear and to avoid overstretching the facilities such as private water supplies, septic tank sewerage systems etc; the owner does not wish their property to be occupied by more than the specified number.

To avoid any misunderstanding, please do not invite more guests than the house sleeps. Where a house shows extra capacity, for example 10 + 2, please check whether the +2 are children’s beds. This will be stated in the house details.

What is the Refundable Security Deposit?

The Refundable Security Deposit (RSD) is a bond, which represents your agreement to leave the house and contents as you found them.

We will require a RSD from you, as a bond, representing your agreement to leave the property as found. The owner may claim for any loss or damage up to the amount of the RSD. In addition to damages, they may claim for excessive cleaning costs, smoking in non-smoking properties over-occupancy etc. They may make a claim for any costs arising from your rental which were not anticipated or factored into your rental. Please be aware that smoking in the houses leads to the full RSD being claimed.

 

Do you allow dogs?

WE LOVE DOGS! Yes, please feel free to bring Fido along. There is an additional £35 per dog per stay. And there is a maximum of 2 dogs unless agreed prior to arrival. If your dog is joining you on holiday we will provide a Doggie Hamper that will include a few extras to assist in cleaning up after your dog + some yummy treats.

In the event extra cleaning is required after your departure, for example garden cleaning or furniture cleaning, a charge will be deducted from the bond.

We do request that dogs are only permitted in the common areas and please do not allow the dogs on the furniture.

Some of our properties do have livestock and/or chickens. If you are not confident your dog will behave or might endanger the livestock we kindly ask that you leave him/her at home to avoid any unnecessary accidents/unfortunate events.

Do you allow weddings, Hen or Stag parties at your properties?

Weddings, Hen Parties or Stag Parties are not permitted at any of our properties. In the event a wedding, Hen Party or Stag party is booked Highland Hideways reserves right to cancel the booking at the time of arrival with no refund.

Do you allow bouncy castles, marquees, outside stereos or live music at your properties?

The above are not permitted at our properties. Through the summer months we strive to keep our lawn area pristine for your booking and the guest arriving after your departure, if a structure is in place on the lawn this will damage/discolour the grass which will not be fair for the next arrival. Although our properties are very secluded we still have neighbours at all of our lodges even though you may not be able to visually see them. We please ask that no outside stereo equipment/speakers be setup outside as we need to respect our neighbours.

Can I get a food delivered to my holiday property?

Absolutely!  Both Tesco and Asda deliver around the local area, but make sure that you book your delivery slot from 5pm onwards on the day of arrival and that there is someone there to sign for it.

Can I order logs for the stoves and fire pit?

Yes, by arrangement we can sort out a wood delivery for you for stoves and firepits.  We suggest you buy 2 cubic tons if your staying for a week and planning to use the stoves and firepits.  It’s cheaper than buying individual bags each day.

What are the nearest travel links?

The nearest train station for both The Old Mill on the Spey and The Crofts of Cairngorm is Aviemore Station. For the Highland Lodge Estate, Snowy River, Craggan Mill and Whisky Trail Lodge, it’s Carrbridge Station.  You will need to grab a taxi to get to the properties from here.

By air, Inverness Airport is the closest, about a 45 minute drive down the A9.

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