Highlands Perfect Stay Terms & Conditions

1. Reservation Requirements

To confirm a reservation at Highlands Perfect Stay properties, the lead guest must:

• Complete our online Guest Registration / Check-In Form via our secure booking portal;
• Provide valid government-issued photographic identification (e.g. passport or driving licence) prior to arrival;
• Accept these Terms & Conditions;
• Sign the applicable Rental Agreement;
• Provide valid credit or debit card details in the lead guest’s name; and
• Arrange the required damage protection (see below).

A booking is not considered fully confirmed until all required documentation and payments have been received and verified. We reserve the right to withhold access instructions and/or cancel a booking if the required information, documentation, or signed agreements are not received within the required timeframe.

Identification & Check-In Compliance

Guests are required to submit valid photographic identification and complete the online check-in form prior to arrival. If identification is not submitted in advance:

• Self check-in access will not be granted.
• The guest must present valid identification in person upon arrival, subject to staff availability.
• Access may be delayed until verification is completed.

Failure to provide valid identification or complete the required documentation may result in refusal of entry without refund. Rental Agreement All reservations are subject to a signed Rental Agreement. The agreement must be completed by the lead guest prior to arrival. Failure to sign the Rental Agreement may result in cancellation of the booking without refund.

Damage Protection Requirement

All reservations require damage protection. Guests must choose one of the following options prior to arrival:

1. A refundable security deposit, which will be returned after check-out, subject to property inspection; or
2. A non-refundable damage waiver.

The applicable amount and terms will be communicated at the time of booking. Highlands Perfect Stay reserves the right to charge the registered payment method for any damages, missing items, or additional costs not covered by the selected protection.

2. Payment Terms

All bookings must be paid in full no later than 7 days prior to the scheduled arrival date. For bookings made more than 7 days before arrival:

• The total balance will be due 7 days prior to arrival.
• We will use the registered credit or debit card provided at the time of booking to process the full balance on the due date.
• It is the guest’s responsibility to ensure sufficient funds are available and that card details remain valid.
• If payment fails, we may attempt to contact you to request an alternative payment method; however, we are not obliged to do so.

  For bookings made within 7 days of arrival:

• The full amount is payable immediately.
• We will process the total payment using the registered payment method on the same day the booking is made.
• If we are unable to successfully process payment by the due date, or prior to check-in, we reserve the right to cancel the booking without further notice.
• No access to the property will be granted until full payment has been successfully received and cleared.

• We accept most major credit/debit cards and bank transfers in British Pounds (GBP).​

3. Accommodation Pricing

 

• Price Match Guarantee: If you find our property listed for a lower price elsewhere for the same dates and conditions, we’ll match it. Just contact us with the details and proof of the lower price.
• The lower price must be publicly available and must relate to the same property, dates, number of guests and booking conditions (including cancellation terms)
• We periodically review and amend the prices we charge for our accommodation. For the most up to date pricing information please check our website or call us on +44 1349 470188.
• We will confirm the price of your accommodation at the time you make your booking and in your confirmation invoice.

4. Check-In and Departure Times

Check-in is available from 4:00 PM on the day of arrival. Check-out is by 10:00 AM on the day of departure. These times apply to all bookings, whether made directly with Highlands Perfect Stay (via our website, phone, or email) or through third-party platforms (e.g., Booking.com, Airbnb) Access details will only be issued once:

• Full payment has been received,
• The Guest Registration / Check-In Form has been completed,
• Valid identification has been verified, and
• The Rental Agreement has been signed.

Early Check-In & Late Check-Out (Optional Add-On)

Early check-in and late check-out may be requested as optional paid add-ons, subject to availability. Guests may request:

• Early check-in (up to 1–2 hours earlier), and/or
• Late check-out (up to 1–2 hours later).

All requests must be submitted via our booking portal either at the time of booking or as early as possible before arrival. Unauthorised early arrival or late departure may result in additional charges and/or delayed return of any refundable security deposit, where applicable. Please note:

• These options are not guaranteed.
• Approval is subject to operational scheduling and cleaning requirements.
• Additional charges apply, as stated within the booking portal at the time of request.
• Extended access is only confirmed once approved in writing.

Guests must not assume extended access unless written confirmation has been provided. Highlands Perfect Stay reserves the right to decline any early check-in or late check-out request where availability does not permit.    

5. Occupancy Terms

• The maximum occupancy is limited to the number stated at the time of booking.
• Only registered guests are permitted to stay overnight at the property. However, day visitors such as nearby family or friends are welcome to visit for short periods (e.g., lunch or dinner), provided it does not cause disruption or exceed reasonable limits. 
• Please inform us in advance of any visitors by email.
• We reserve the right to refuse visitors or require them to leave if, in our reasonable opinion, this causes disruption, breaches occupancy limits, or impacts neighbours.

6. Guest Responsibilities

• Please respect the peaceful environment of our properties and our neighbours.
• No parties, illegal activities, or disruptive behaviour are permitted.
• Quiet hours must be observed from 11:00 PM to 7:00 AM.
• Smoking or vaping inside any buildings is strictly prohibited. A designated smoking area is available outdoors.​

7. Host’s Rights

• We reserve the right to terminate occupancy without refund if guests breach these Terms & Conditions.
• These Terms & Conditions may be updated at any time without prior notice.​
• In the event that we may be required to cancel your booking due to unforeseen circumstances, we shall refund to you all monies you have paid to us in respect of that booking.
• We shall use reasonable endeavours to offer you alternative accommodation and/or alternative dates. We will not pay any compensation or other reimbursement of any costs or expenses you may incur as a result of our cancellation.

8. Pets Policy

• Pets are permitted only at selected pet-friendly Highlands Perfect Stay properties and strictly with prior approval.
• Pets are subject to approval and may be limited in number depending on the property.
• Guests must confirm that the property they have booked is designated as pet-friendly before bringing a pet. Pets are not permitted at non pet-friendly properties under any circumstances.

Pet Charges

Pet fees are mandatory and must be selected and paid through our booking portal prior to arrival. The applicable charges are:

• Stays of 1–2 nights: £10 per pet, per night
• Stays of 3 or more nights: £25 fixed fee per pet for the duration of the stay

The pet fee must be added as a service via the booking portal at the time of booking or before arrival. Pets will not be permitted on the property unless the applicable fee has been paid and confirmed. If a pet is brought to the property without prior notification or payment, we reserve the right to:

• Charge the applicable pet fee to the registered payment method; and/or
• Refuse entry or terminate the stay without refund.

Pet Supervision & Conduct

• Pets must not be left unattended in the property at any time.
• Pets must be kept on a lead at all times both inside and outside due to nearby livestock and rural surroundings.
• Guests must dispose of pet waste responsibly using the provided bins.
• Pets are not permitted on beds or soft furnishings unless protective coverings are used.

Guests are fully responsible for any damage, additional cleaning, odours, or disturbances caused by their pets.  Any associated costs may be charged to the registered payment method following inspection.

9. Damages and Maintenance

• Guests are kindly requested to promptly report any breakages, damages, or maintenance issues during their stay.
• We reserve the right to charge the credit/debit card provided at the time of booking for any damages, missing items, or additional cleaning costs which may apply if the property is left in a left in a condition requiring additional cleaning beyond standard housekeeping (for example excessive waste, stains, spills, odours, or blocked drains
• We may take photographs as evidence to support any additional charges.

 

• We strive to ensure all equipment and amenities are in proper working order, unforeseen equipment failures may occasionally occur. In such instances, we will make every reasonable effort to rectify the issue promptly.
• However, please note that such unforeseen circumstances do not warrant refunds or rate adjustments.

10. Limitation of Liability

• Highlands Perfect Stay is committed to provide a safe and comfortable environment for all our guests. However, we recognize that unforeseen circumstances can arise.​
• If we fail to comply with these Terms and Conditions, we are responsible for any loss or damage you suffer that is a foreseeable result of our breach or negligence. Loss or damage is considered foreseeable if it is an obvious consequence of our breach or if it was contemplated by both parties at the time the contract was formed.​

Nothing in these Terms and Conditions limits or excludes our liability for:​

• Death or personal injury caused by our negligence;​
• Fraud or fraudulent misrepresentation;​
• Any breach of the terms implied by Sections 2, 3, 4, and 5 of the Supply of Goods and Services Act 1982.​
• We are not liable for any loss or damage that is not foreseeable.​
• It is your responsibility to ensure you, all members of your party have the relevant travel and health documents and requirements needed for visiting the country in which the Property is located. These include any passport or other identification documents, visa requirements and, in the case of pets, any vaccines or microchips.
• We will not be liable for any expenses incurred resulting from your missing, incomplete or incorrect documentation or any non-compliance with such requirements.
• You are strongly advised to take out adequate travel insurance prior to departing for your holiday to cover the loss or damage to personal effects and the cost of cancellation due to illness, weather or transport etc.
• Our properties are fully insured, but we cannot be held liable for any loss or damage to your property, or any injury caused through your or your party’s personal negligence. It is your responsibility to check that your insurance cover is adequate.
• If you notice any disturbances or imperfections in our service, please inform us promptly. We will make every reasonable effort to resolve the issue upon notification. Guests are expected to cooperate with us to address any problems and minimize potential damages.​

11. Force Majeure

• We are not liable for disruptions caused by events beyond our reasonable control, including natural disasters, terrorism, civil unrest, extreme weather, pandemic outbreaks, utility outages, road closures, or government restrictions.

12. Notification of Changes

• Highlands Perfect Stay reserves the right to change these conditions from time to time as it sees fit and your continued use of the site will signify your acceptance of any adjustment to these terms.

 

• If there are any changes to our privacy policy, we will announce that these changes have been made on our home page and on other key pages on our site.
• We may occasionally update our Terms & Conditions to reflect changes in our services or policies.
• If any significant changes occur, we will inform you via email using the address provided at the time of booking. We encourage you to review these updates to stay informed. 

13. Cancellation Policy

This Cancellation Policy applies to all bookings made with Highlands Perfect Stay.

Failure to Pay

We reserve the right to void or cancel any booking if full payment is not successfully received 7 days prior to the scheduled arrival date. For bookings made within 7 days of arrival, full payment is required immediately. If payment cannot be processed at the time of booking, we reserve the right to cancel the reservation without further notice. Notice of Cancellation:

• If you require cancellation of your booking, please contact us immediately and confirm the cancellation as soon as possible.
• Your booking will be cancelled effective from the day we receive your request.
• To cancel a booking, please send a written request via email. Cancellations are only considered confirmed once you receive a written acknowledgment from us.

  Refunds and Charges:

• 7 Days or More Before Arrival If cancellation is received 7 days or more before the arrival date, 100% of the total booking amount will be refunded.

• Less Than 7 Days Before Arrival If cancellation is received less than 7 days before the arrival date, 100% of the total booking amount will be charged and no refund will be issued.

Last-Minute Bookings

For bookings made within 7 days of arrival:

• Once payment has been processed, the booking becomes non-refundable.

   

• No refund will be issued in the event of cancellation.

Please note: In case of cancellation any banking or credit card fees incurred due to cancellation may be deducted from the refund where applicable. Discretionary Amendments: Notwithstanding the cancellation terms set out above, Highlands Perfect Stay may, at its sole discretion, offer a change of dates or booking credit in exceptional circumstances. Any such amendment is made as a gesture of goodwill and does not constitute a waiver, variation, or modification of our Cancellation Policy. The decision to offer an amendment or credit in one instance does not create any obligation to offer the same in future cases. Confirmation of Cancellation: 

• Your booking is considered cancelled only once you receive a cancellation confirmation from us.

 

14. Refund Processing

• Refunds will be processed within 7 Working days of the cancellation date.
• Card payment refunds may take longer to reach your account, depending on your bank or card provider, this delay is unfortunately beyond our control.
• All refunds are subject to the terms outlined in our Cancellation Policy.
• No refunds will be issued for early departures or no-shows.
• In the unlikely event that we must cancel your booking due to unforeseen circumstances, we will offer you the flexibility to reschedule your stay for alternative dates, subject to availability.
• We will work closely with you to find suitable dates that align with your preferences.​