Terms & Conditions

Whitefalls Terms & Conditions

Reservations

Deposit of 25% payable via Paypal or debit/credit card via Paypal or CC/DC (Full payment for Short Breaks). Booking is confirmed on receipt of both deposit and Booking Form. Telephone and email bookings will be held for up to a max 24hrs pending receipt of completed Booking Form and deposit payment, failing which, if required, your provisional booking will be cancelled and the property subject to re-letting.

Balance of payment due 8 weeks prior to arrival.
Bookings made within 8 weeks of arrival are payable in full. Advance purchase short breaks are payable in full.
Bookings made within 14 days of arrival should be paid in full by Paypal or credit card via Paypal. (Please note payments made via Paypal are subject to a 3.4% surcharge to cover Paypal’s fees). Guests are responsible for any transaction/bank charges etc.
Full payment must be received by the date given at the latest. If full payment is not received by the due date Whitefalls Spa Lodges reserve the right to deem the booking as cancelled and the dates will be released by the booking system and the property subject to re-letting.  No refunds will be due.

Arrivals & Departures

The property will be ready for you from 4pm on day of arrival and should be vacated prior to 10am on departure day.
On arrival please check-in at Loch Roag Guest House.
Any arrivals after 5pm should be notified in advance. Arrivals after 6pm are by prior arrangement only as special arrangements must be made with us for check-in after this time.
Rental period/entry to lodge is after 4pm on day of arrival. No early arrivals please. Please do not arrive at the lodges prior to 4pm as our quality standards and maintaining those quality standards are very important to us. We appreciate your co-operation in this regard.

Prices Include

Electricity, Wi-Fi Broadband access, Full SKY HD TV Package, crockery, linen and towels.

Length of Stay

The property is available for weekly lets, running from Saturday to Saturday or Monday to Monday during peak season and for short breaks of 3/4 nights or more in low season.

Holiday Protection

To minimise the cost and inconvenience of cancelled bookings and loss or damage to personal effects, we would strongly advise you to take out holiday insurance.
You may have to forfeit the full cost of your holiday in certain circumstances and the proprietor is not responsible for any loss, damage to personal effects or injury to persons not caused through the fault of the proprietor.

Vehicles/Personal Property

As well as cancellation and curtailment insurance, clients are recommended to take out holiday insurance to cover loss or damage to personal effects. Vehicles, accessories and contents are left at their owner’s risk.

Cancellation

All cancellation requests should be made as early as possible by email or by telephone and confirmed in writing within 5 days. We will endeavour to re-let the booking and if successful will reimburse in full less an administration charge. If the re-letting is done at a discounted price, this discount will be removed from any monies refunded.
However, we do strongly recommend that you take out insurance to cover the following additional costs if we are unable to re-let the property.
If we are unable to re-let, cancellation cost will be incurred as follows:-
More than 8 weeks before your booking commences, your deposit will be forfeited. Less than 8 weeks you will be liable to pay the full cost of rental (ie. deposit & full balance)

All cancellations will be charged a cancellation fee of 10% plus any transaction charges.

Restriction on Rental

We reserve the right to remove person or persons from the property due to unreasonable behaviour, damage to the property, causing a nuisance to other guests or neighbours or exceeding the stated occupancy. In this case refund will be at the discretion of the owners.

Adverse Weather Conditions

Where there are ferry/plane disruptions due to bad weather conditions or any form of industrial action or technical failure, we cannot be held responsible for non-arrival at the property and no refund will be given.

Availability

Each booking is made in good faith with the belief that the property will be available to the guest on the date stated. If for any reason due to circumstances outwith our control, the lodge is not available, we are unable to guarantee provision of alternative accommodation. In the event of this happening the deposit and full balance will be refunded in full. The tenant will have no further claim against the proprietor.

Occupancy/Additional Guests

Once your booking is made the number of guests is not to exceed those stated in the booking. (Maximum 2 persons). Should you wish to vary that you must do so in advance as this will incur additional charges and must not exceed the maximum number of 3 persons, children must be over 16. This also includes any intention to have visitors to the lodge, the lodge must not be used as a venue. Overnight visitors are not permitted. No sub-letting is permitted.

Customer Service

Please let us know straight away if there is something not working in the Spa Lodge of if there is anything we can do to make your stay more comfortable – do not wait until you leave to tell us! This means we can fix and/or put something right straight away.

Cleaning

The property should be left clean and tidy on departure and any damages must be reported prior to departure. Any damages/breakages accidental or otherwise will be charged for. Dishes and grill pans should be cleaned and waste removed. Property left in a dirty or inappropriate manner will result in an additional cleaning surcharge. On departure please ensure dishes are left clean, unused food is removed and waste placed in the outdoor bin provided.

The lodges are strictly Non Smoking. An additional cleaning surcharge will be levied if evidence of smoking within the lodges is found. We take our No Smoking policy seriously so if you smoke please don’t book.

Full/Mid-week Service

The standard spa lodge rate includes a standard service clean at the end of the rental period. Property not left in a clean and tidy manner resulting in any extra cleaning will result in a cleaning charge.
For stays of more than 1 week duration:- The RiverBath Spa requires specialist cleaning and maintenance on a minimum of a weekly basis and access to the lodge will be required for this purpose. This will be carried out weekly in addition to a linen and towel change if the lodge rental is of more than 1 week duration.
A Service clean can also be completed on request for an additional service charge for any stays of more than 1 week’s duration. A Mid-week service is also available on request for a small additional charge (from May to September only).
The property should be kept in a clean and tidy condition for the duration of the rental and guests are requested to pay particular attention to the kitchen and bathroom areas; ensuring these are kept clean, dishes are cleaned, unused food is removed and waste placed in the outdoor bin provided.
If the lodge is not kept in a clean and tidy condition for the duration of the rental, the proprietors reserve the right to carry out a full service clean the costs of which will be charged to the occupier/renter.
If the lodge is not kept in an appropriate condition, the proprietors reserve the right to terminate the booking and no refunds will be due. The tenant will have no further claim against Whitefalls Spa Lodges/the proprietors.

Extras

All extras must be requested and booked in good advance. All extras are payable to Whitefalls Spa Lodges prior to your stay.

External Services: We may be able to arrange for and book a visiting therapist to provide a therapy appointment within your lodge on a request basis. Please note appointment availability is not guaranteed and the guidance provided on our website should be followed at all times.
Services/Facilities
Each booking is made in good faith and with the belief that the services/facilities provided will be available to the guest on the date stated. If, for any reason, due to circumstances outwith our control, any service or facility at the lodge is unavailable, no refunds will be given and the renter will have no further claim against the proprietor/Whitefalls Spa Lodges

Accidents

We will not be held responsible for the death or personal injury to any persons. Note the Spa Bath, Sauna, fitness equipment and garden grounds are used at guests own risk. For health and safety reasons, regrettably, children under 16 cannot be accommodated and teenagers over 16 should be supervised at all times.

Complaints

Any complaints should be made to Donald Macarthur at Loch Roag Guest House (or by calling 07789884112) where they will receive prompt attention. All complaints should be made during your stay. We will only be able to put whatever is wrong right or offer any compensation for valid complaints during your stay. We will not be able to offer compensation when a complaint is made after you leave.

ONLINE BOOKINGS

All online bookings are provisional until confirmed in writing. When you submit a booking via our online reservation system you will receive an automatically generated booking summary by email to the email address you provide in the booking form. This does not form a contract between us. A contract shall only arise when your booking is subsequently confirmed in writing.