Terms and Conditions
Terms and Conditions
General Information
Check-in
15:00-18:00
Check-out
10:00
Generally, we check guests in between 3 pm & 6 pm when reception is open to ensure that guests are comfortable in the lodges and do not need further assistance.
Children of any age are welcome.
Children aged 6 years and above are considered adults at this property.
To see the correct prices and occupancy information, please add the number of children in your group and their ages to your search.
Cot and extra bed policies
1 – 3 years
Cot available upon request
£15 per stay
Supplements are not calculated automatically in the total costs and will have to be paid for separately during your stay.
There is no capacity for extra beds at this property.
The maximum number of cots allowed depends on the room you choose. Please check the maximum capacity for the room you selected.
All cots and extra beds are subject to availability.
Age restriction
The minimum age for check-in is 21 for a couple.
No groups under age 24 are allowed
Pets
The lodges are new and do not accept pets.
Terms & Conditions
‘you’ and ‘your’
means all people named on the booking (including anyone who is added or replaced at a later date).
‘We’, ‘us’ and ‘our’
Silverwood Management t/a Silverwood Lodges & Bistro, Registered & trading address: Loan Brae , Inchcoonans, Errol, Perthshire, PH2 7RB
Before booking through us, please read these booking conditions carefully and all the other information relevant to your booking,
including:
The property rental conditions (which means all information in any specific conditions or restrictions set out in the brochure or website description of your chosen property)
The Important Holiday Information section of the brochure, the website or other publication we tell you about; and any other written information we brought to your attention before we confirmed your booking.
We arrange bookings of our properties and travel arrangements to or from us are your responsibility.
When you book a property with us you are entering directly into a contract with Silverwood Management Ltd
You may decide to make one or more bookings with us at the same time. The price charged in total for more than one booking will always equal the prices charged separately for each individual booking. All arrangements are available to be purchased separately at the same price as they are when more than one booking is made. This means that any multiple bookings do not constitute a package as defined in the Package Travel, Package Holidays and Package Tours Regulations 1992.
All properties on our website and in our brochures are offered by us for the sole purpose of holiday lettings, unless expressly agreed otherwise in writing by us. Accordingly you agree that your booking is for the sole purpose of holiday accommodation and accept that you are not offered any rights to the property other than the right to occupy the property as holiday accommodation for the period of your booking.
Making a booking
All bookings depend on the property and other arrangements being available. You, as the person in charge of the party (the “party leader”) must be at least 21 years old at the time of booking. All other members of the party must be age 20 or over or children and must authorise you to make the booking on the basis of these booking conditions. By making the booking, you confirm that you are authorised to make the booking and that all other members of the party agree that the booking will be governed by these booking conditions. You, as the party leader, are responsible for making all payments due to us.
Group bookings of adults: The organiser or leader of a group booking is responsible for identifying the booking as such and for providing the party details. Should you arrive at your property in a group without notifying us of the required details, we have the right to refuse to hand over the property to you without a refund compensation.
As long as the property is available and we have received all the relevant payments from you, we will give you written confirmation (see below) as soon as reasonably possible. This confirmation will have your booking details, the amount you have paid and the amount you still owe for the booking. Your binding contract with the us will apply from the date we issue you with the written confirmation.
If you pay the deposit into our bank account, it will not mean we have accepted a booking unless we have issued you with a written confirmation. Please do not make any other travel arrangements (such as flights) until we have issued you with a written confirmation. We will give you your written confirmation either by post or by email. If you book with us online, we will acknowledge that we have received your booking and then send you confirmation by email. If you book by post or phone, we will send your confirmation to you by email unless you tell us at the time of booking that you would prefer it to be provided by post. It is your responsibility to check your emails regularly and to let us know about any change to your email address.
We have the right to refuse any booking before we send you your written confirmation. If we do this, we will tell you verbally or in writing and promptly refund any money you have paid to us. In this case, we will not have any legal responsibility to you.
As soon as you receive your confirmation, you must check the details carefully. If anything is not correct, you should tell us immediately otherwise we cannot help or accept responsibility. Please ensure that names are exactly as stated in the relevant passport, we have no responsibility for any errors in any documentation except where an error is made by us.
Payments for bookings
Deposit
The property will be released for general sale after the agreed time period (usually 24 hours) unless you fully confirm the booking. Even if we have sent a written confirmation, we have the right to cancel a booking where there are reasonable grounds to believe that it is not legitimate you are likely to breach any of our booking conditions ,information supplied by you in relation to your booking is incorrect. If we cancel your booking, we will tell you in writing and we will not have any legal responsibility to you.
Payment
When you book, you must pay the full amount or in some cases a deposit amount due plus any applicable booking fee by debit or credit card, or by sending us a cheque. We only accept payment in pounds sterling. Standard Deposit:30% of Total Booking Price
* For some bookings we may require a higher deposit amount. The exact deposit amount will be notified to you at the time of booking. We must then receive the rest of the money owed no less than 3 months before the start if your trip.
However, if you book less than 3 months before the start of your trip, we must receive full payment of the total cost of your booking when you make the booking. For any arrangements booked less than two weeks before the start of the trip, you must pay for the booking in full by debit or credit card or by bank transfer at the time of booking.
If you do not make any payment due in relation to your booking by the appropriate date we, are entitled to assume that you want to cancel Booking Conditions– In this case, your booking will be cancelled immediately. You may also need to pay additional charges. See point 24 cancellations
If your bank refuses to make your payment for any reason, we are entitled to make an administration charge of £31.
All monies you pay to us for your booking (except for extras, bookings fees etc) will be held by us in accordance with our agreement with you’
Pricing
We keep the prices under constant review and the prices of unsold arrangements may be increased or reduced at any time. We may also correct mistakes in the pricing of unsold arrangements at any time. We will confirm the price of your booking when you make it. As changes and mistakes can happen, you must check the price and all other details of your chosen arrangements at the time of booking. All prices quoted or otherwise given to you include all charges and any taxes or government charges which may apply to your booking at the time it is made.
You may be required to pay any additional taxes that arise after your booking has been confirmed. We can pass on to you, in full, after we have confirmed your booking, all costs connected with your booking, including any price increases due to changes in the exchange rates of currency.
All accommodation prices are for the property and are not on a per person basis or multiple households , except when an extra person charge applies. We can charge a booking fee for the services we provide in administering your booking. Any booking fee will be stated in our brochure and on our website and will be shown as a separate charge on your confirmation.
Special Offers
Occasionally, we make offers giving you the chance to book properties with either no deposit, or a deposit which is lower than usual. We will give you details of any extra terms that may apply to the offer before, or when, you make your booking. You should read these with these extra terms with these booking conditions, as both apply to your booking.
Brochure and website details
We aim to make sure that the information provided by us is presented accurately on our website, in brochures and other promotional literature or material we produce and provide. It is intended to present a general idea of the arrangements. Not all details of the relevant facilities can be included on our brochure/website. Furthermore, there may be small differences between the actual property/arrangements and its description. This is usually because it is not possible to show all different accommodation.
We are always aiming to improve services and facilities. Occasionally, problems mean that some facilities or services are not available or may be restricted. If this happens, we will tell you as soon as reasonably practical after we become aware of the situation. We cannot accept responsibility if some facilities or services at the property are not available or restricted, nor can we accept responsibility for any changes or closures to local services or attractions mentioned in the brochure or on our website, by our advisers or advertised elsewhere. We make reasonable efforts to make sure that information we give you about your property and its facilities or services, as well as advertised travel and other services, is accurate and complete on the date given. We cannot accept responsibility for any inaccurate, incomplete or misleading information about any property/arrangements or its facilities and services, unless this was caused by our negligence. Distances and sizes are provided as useful guides.
Certain items in photos (soft furnishings etc.) are subject to change and may not always be exactly as shown. Please check specific concerns with us before booking. Where Wi-Fi is an advertised facility, please note that its provision is subject to availability and network conditions. It may not be available 24 hours a day and is provided for pleasure not for business. Bookings are not accepted if they are wholly reliant on the uninterrupted, unlimited provision of Wi-Fi. Download limits may apply, please check when booking.
Changes to or Cancelling your Booking
Changes
If you want to change any detail of your confirmed booking, we will do our best to make the changes. However, we must receive your notice in writing by post or email. We may agree to accept notice over the telephone, but this should be arranged with us first. Also, we cannot guarantee that we will be able to meet your request and we will have to check in advance of your booked time . Changes can only be accepted in accordance with the terms and conditions. You may be asked to pay us an administration charge of £31 for each change. Plus, where we can meet your change request, you will have to pay any costs incurred by us in facilitating this change for you which will be charged at the current brochure or website price, which may be different from the price in the brochure or website from which you booked your chosen arrangements. – you can change your accommodation to another type within the site for the same calendar year up to 10 weeks before your arrival date, subject to availability. The above administration fee will be payable plus any price difference.
Full cancellations
If you have to, or want to, cancel your booking after it has been confirmed, you must phone us on the number shown on your booking confirmation as soon as possible. The day we receive your notice by phone and e mail, from you to cancel is the date on which we will cancel your booking. Our confirmation in writing will confirm receipt of your cancellation. If you cancel, you will have to pay a cancellation charge to us based on the number of days before the arrival date at the property that we receive notice, as shown in the table below
For the purpose of the table below, total cost means the total cost of the accommodation booking, not including any optional extras. In addition to the cancellation charges below, you will still have to pay any insurance premiums, booking fees, credit card charges and administration fees for making any changes as these are non-refundable. If you have already paid, booking fees, credit-card charges and administration fees, we will not refund these if you cancel.
Cancellation of a booking
A £ 50 administration fee is applicable
Any future/current booking affected by covid will be re scheduled should the lodges still be open.
Should the lodges be closed and not bookable, the cost would be refunded less any charges or you will be offered to rebook the stay.
Should you wish to cancel your booking.
If you have paid a deposit, this is non-refundable as we have reserved the property for you. This means we may have lost other bookings for the specified date which constitutes a financial loss for the property.
Short notice cancellations will result in a loss of the full payment.
If you have paid in full and notify us of a cancellation by email more than 3 months prior to the booking.
A refund would be offered of 50% of the booking value, less administration fee of £50. Payment will be made at the end of the month the booking was held in by, card or bacs depending on payment method.
A cancellation within 3 months-
We offer to rebook or issue a voucher, that may be sold or transferred with prior written consent.
A cancellation within 1.5 months-
would be a total loss of the full payment if the lodges are open and bookable.
This cancellation policy is based on individual bookings
Cancellations based on 3rd party events-
Events being cancelled resulting in individual or multiple booking cancelations will be reviewed and may be liable to further conditions apparent at the time of cancellation. Multiple cancellations for the same event are liable for cancellation fees of 50% of the original booked value. Attempts will be made to rebook for a suitable date the event has been rescheduled to. If this is available and you do not choose this option, we reserve the right to cancel the booking with a loss of payment or at our discretion or place the value on a voucher, however if this is unavailable due to closures or bookings the cancellation policy will apply for the original period. If Bookings are moved to a future date and then cancelled again, this will result in a loss of monies paid. Notice of a rescheduling of an event by an event organiser in which multiple bookings have been taken, will be automatically moved we will inform you of the move however the event organiser is liable to do so, should you wish to retain the booking please let us know.
If only one person in your party needs to cancel, this will not normally affect the total cost of your booking unless you cancel any travel arrangements or extra services which are charged on a ‘per person’ basis.
Cancellations or changes by the us as service providers
We do not expect to have to make any changes to your booking. However, sometimes problems do happen, and bookings may have to be changed or cancelled or mistakes in brochures or other details corrected. We have the right to do so. If we do, we, will contact you (by phone if reasonably possible). In the case of a significant change or cancellation (we will let you know about minor changes by post or e mail) as soon as is reasonably practical. *We will explain what has happened and let you know about the cancellation or change. However, we will have no further liability to you.
Events beyond our control
Unless we say otherwise in these booking conditions, we as the owner or service provider will not be legally responsible either jointly or individually for any compensation if we or they are prevented from carrying out our responsibilities to you as a result of events beyond our control. This means an event we or the owner or service provider could not, even with all due care, expect or avoid, including:
Strike, lock-out or labour dispute;
Natural disaster or global pandemic;
Acts of terrorism, war, riot or civil commotion;
Malicious damage;
Keeping to any law or governmental order, rule, regulation or direction including advice from the foreign office to avoid or leave a country;
Accident;
Breakdown of equipment or machinery;
Insolvency or bankruptcy of an owner or service provider;
Fire, flood, snow or storm;
Difficulty or increased cost in getting workers, goods or transport; and
Other circumstances affecting the supply of goods or services.
Our responsibilities
Our responsibilities are limited to making the booking in accordance with your instructions. We accept no responsibility for any information about the arrangements that we pass on to you in good faith.
If you have any complaints about any services we provide, e.g. our booking service or accommodation, you must let us know immediately in writing and in any event within seven days of the end of any arrangements booked through us. Unfortunately, we cannot accept any legal responsibility if you do not let us know within this time frame.
If we are found to be at fault in relation to any service
If we are found to be at fault in relation to any service we provide we will not pay more than the booking (or the appropriate proportion of this if not everyone on the booking is affected), plus any reasonable, connected expenses you cannot recover from elsewhere. We do not exclude or limit what we will be legally responsible for if death or personal injury is caused as a result of our negligence or that of our employees whilst acting in the course of their employment, or for any criminal act we may commit. We can’t be held responsible for noise or disturbance which comes from beyond the boundaries of the property or which is beyond our control. If we know about a problem before you arrive, we will contact you to let you know.
Breakdown of mechanical equipment
We cannot be held responsible for the breakdown of mechanical equipment such as pumps, boilers, bath filtration systems, nor for the failure of public utilities such as water, gas and electricity.
Insurance
We do not check any of your private holiday insurance policies to make sure they are suitable and this remains your responsibility. You are responsible for covering us if we suffer any losses or expenses arising out of your failure to take out proper insurance cover. We strongly advise you to take out insurance which will cover any damage which may happen to property which belongs to other people and which may get damaged, it is your responsibility to ensure that the insurance cover you purchase is adequate for your needs.
Disabilities and medical problems
If you or any member of your party has any medical problem or disability that may affect your booking, please tell us before you make your booking and give us full details as early as possible before you travel. If the we reasonably feel unable to properly meet that person’s particular needs, we can refuse or cancel the reservation.
We have set the following conditions on your stay at the property
Arrival and departure: Arrival check in time is 3.00pm – 6.00 pm winter hours may vary, late check in may incur additional charges, we do not leave keys and we explain site policy and key points of your lodge on check in. You must leave by 10am local time on the last day.
If your arrival will be delayed beyond 6pm local time on the start date of your rental period, you must contact us. Our details are given on your invoice/ confirmation. If you fail to do so, you may not be able to get into the property. If you fail to arrive by 6pm local time on the day after the start date of your rental period and you do not let the us know you are arriving late, we may treat your booking as having been cancelled by you. In this situation, we will not refund any money you have paid.
Linen, towels and, except for cots, bed linen is provided (unless stated otherwise). This may be duvets or blankets and sheets. Please take bed linen for cots with you as required.
Security deposits:
You will be asked for a security deposit on check, in a standard family lodge the deposit is £100. However, for wedding parties this may be up to £ 500. The amount and details of how the payment should be made and how and when it will be returned (less any costs for breakages, damages etc. if applicable) will be provided at the time of check in.
Behaviour:
You and all members of your party agree:
to keep the property clean and tidy;
to leave the property in a similar condition as you found it when you arrived;
to empty bins and strip all bedding placing this and towels in the laundry bag for covid compliance
to behave in a way at all times while at the property which does not break any law;
not to behave in an anti-social manner, breach the peace or otherwise act in a way which may disrupt or affect the enjoyment of others;
not to use the property for any illegal or commercial purpose;
not to sublet the property or any part thereof or otherwise allow anyone to stay in it who we have not previously accepted on as a member of your party
Maximum occupancy:
You also must not allow more people than the brochure/website states to stay overnight in the property. You cannot arrange for visitors to the property without the advance consent of the us. You cannot significantly change the number of adults or children during your stay. (For example, if you book for two adults and two children, you cannot arrive with four adults and no children.) You must not hold events (such as parties, celebrations or meetings) at the property without the advance consent of us.
If you do any of these things, we can refuse to hand over the property to you, or can repossess it. If we do this, we will treat this as you cancelling the booking. In these situations you will not receive a refund of any money you have paid for your booking and we will not be legally responsible to you as a result of this situation. (This will include, for example, any costs or expenses you have to pay due to not being able to stay in the property, such as the cost of finding other accommodation.)
We are not under any obligation to find any alternative accommodation for you. Babies under the age of 2 may or may not be counted as members of your party. You should check the policy of your chosen property carefully before booking.
Dogs & Pets
We do not accept dogs or any other pets, sorry. Our lodges are furnished to a high standard and to ensure all lodges are kept to this high standard we maintain this policy.
Damage
You are responsible for, and agree to reimburse us for all costs incurred by us for all damage or breakages or loss caused by you and/or members of your party and/or any other persons invited into the property by you, to the property or its contents. This includes responsibility for paying for this damage and the cost of any work needed to put the damage right. We can ask for payment from you to cover any such costs. You may need to check and sign an inventory of the property and its contents on arrival at the property. If you discover that anything is missing or damaged on arrival, please notify us immediately. We expect the accommodation to be left in a reasonable state on departure. If in our opinion, additional cleaning is required, you will be liable to us for the cost of this cleaning.
Right of Entry
We have the right to enter to the property (without letting you know first if this is not practical or possible) if special circumstances or emergencies happen (for example if repairs need to be carried out) or if you break the law, breach any of these booking conditions, the owner’s own terms and conditions or any other terms applicable to your booking and/or the property.
We have the right to enter the property for the purposes of inspection including but not limited to where you have complained about the property) by giving you reasonable notice of such entry. You agree to allow us (including workmen) access to the property as required by this clause.
Unreasonable behaviour
We can refuse to hand over the property if the unreasonable behaviour of anyone in your party is likely to cause offence to other guests, to members of staff or to neighbours, or in the event we have reasonable cause to believe you or any member of your party will abuse damage or cause loss to the property, its services or facilities.
In these circumstances, the contract between you and us will be terminated, you will not receive any refund and we will not have any further liability to you. We can terminate a stay after the keys have been handed over, if the unreasonable behaviour of anyone in your party (including anyone invited into the property by you) is likely to impair the enjoyment, comfort or health of other guests, residents, neighbours or members of staff or where you or any member of your party (or anyone invited into the property by you) has broken the law, breached or is likely to breach any of these booking conditions, Our terms and conditions or any other terms and conditions applicable to the property which you have been notified of. In these circumstances, you will be required to leave the property immediately and no refund will be given. Furthermore, you may be liable to cover any costs incurred by us as a result of your behaviour, in accordance with clause 7*.
Special requests
If you have any special requests, you must let us know when you make a booking and confirm them in writing. We cannot guarantee that any request will be met. Confirmation that we have noted a special request or of the fact it is shown on your written confirmation or any other document, is not confirmation that the request will be met. If we fail to meet any special request, it will not mean we have broken your contract.
Governing Law & Jurisdiction
Any dispute, claim or other matter which may arise in relation to your booking will be governed by Scot’s Law and you must agree that any dispute will be dealt with exclusively by the courts of Scotland.
Communicating
Communicating with you To process your booking we will need to collect and process personal information. We may on occasion, record telephone calls to our contact centre. We do this for training purposes and to improve the overall quality of our service. For more detailed information about how we use personal information, please see our Privacy Policy which can be found on our website. We would like to send you information about products and services that will interest you (including those offered by other, companies connected to Silverwood). We may do this by post, telephone, text message or email unless you tell us you do not wish to receive texts and emails from them). If you would rather that we did not do this, please tell your sales adviser when you book. Or you can indicate your preferences as part of our online booking process.
Complaints
It is essential that you contact us immediately if any problem arises so that it can be rectified 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 us during your stay, it can usually be sorted out straight away. In particular, complaints which would only be temporary (for example, complaints on how the property is prepared or the heating not working) cannot possibly be investigated unless registered during your stay. You can tell us about a complaint by must immediately phoning or visiting the office on the number shown on your confirmation. If necessary, please ensure you leave a telephone number and a time for us to contact you back. If your phone is a mobile, ensure it is switched on and that you are in a clear reception area.
We may need time to make arrangements. key holders/maintenance teams must be given access to the property if you have a problem. We may need to contact the /key holder/ other supplier at any time during this process and you must agree to meet with the /key holder or their representative directly to discuss any situation which may arise. If, despite having contacted us, the problem remains unresolved, it is essential that you contact our office again otherwise we can assume that the matter has been resolved to your satisfaction. You must not independently move to other accommodation without first allowing our UK office the opportunity to assist. If you do so, or you refuse reasonable assistance, you may affect your rights to any compensation or repayment. If you still feel that the problem has not been dealt with to your satisfaction, you must put your complaint in writing to us within 28 days of returning from your stay, quoting the original booking reference and giving all relevant information. Send your letter to our office at
Silverwood Management, loan brae, Inchcoonans, Errol, Perthshire , Scotland,PH2 7RB
Or you can send an email to info@silverwoodlodges.co.uk
We have designed this procedure to make sure we can help as quickly as possible. Please help us to assist you by following this procedure. If you fail to do so, this may affect your entitlement to claim. We cannot accept legal responsibility for any claims which you do not let us know about strictly in line with this clause.
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