Lodge on the Loch, Loch Lomond
Terms and Conditions
Standard Room Booking Terms & Conditions - Updated 19th March 2018 11am GMT
Payment & Cancellation
You will be asked to provide a credit card or debit card at the time of the Booking. Without this, we cannot accept your reservation.
We accept the following methods of payment: Cash, Mastercard, Visa Card (credit & debit) & American Express (Corporate only)
We do not accept Maestro, Solo, Diners, Visa Electron, personal or company cheques for payment.
Guests must pay all outstanding charges on departure from the Hotel. If you fail to settle your account on departure your credit/debit card will be charged for the full outstanding amount.
All rates shown are applicable at the time of booking and are not valid in conjunction with any other offer.
If you book an advance purchase rate, full payment will be taken at the time of booking. This payment is non-refundable and non-transferable.
If you book a best available rate, a 25% deposit will be taken at the time of booking. This deposit is non-refundable and non-transferable.
Cancellation’s within 48 hours of arrival or in the event of non-arrival, a 100% cancellation fee will apply and will be charged to the credit/debit card used at the time of booking.
You are not permitted to modify the check in/out date of your reservation within 48 hours of arrival.
Change of dates will be accepted up to 12 noon 48 hours before your day of arrival. Deposit monies will be transferred to new date. The Rate for new date will be as per published hotels rates.
Only 1 change of date is permitted per booking.
In the unlikely event that we have to change or cancel your booking, we reserve the right to do so. If this does arise you can either:
- Accept the changed arrangements as notified
- Make an alternative arrangement with us
- Cancel your booking and receive a full refund of any monies paid
We regret we cannot pay any compensation or any reimbursement of any expenses or costs you may incur as a result of any such cancellations.
In rare cases, we may have to cancel or reject a booking due to “obvious errors”. For clarity, an obvious error is a mistake on the website (e.g in terms of price) which a reasonable person would not consider to be normal. The amount charged will be reimbursed without charge in such case. Whether to cancel or reject a booking for this reason is at the sole discretion of the management.
Reservations made through certain third party websites and travel agents may not be eligible for changes or refunds.
VAT – All charges quoted for the provision of the services are inclusive of any Value Added Tax at the applicable rate at the tax point unless otherwise stated. Therefore any alteration between Taxes at point of booking to provision of service will be charged appropriately.
Arrival and Departure
Guests may check in from 3.00pm
We operate an automatic 9pm release time on rooms unless the hotel has been notified of late arrivals.
On arrival guests will be asked to produce the Credit or Debit card used when booking in order for a pre-authorisation of £50 to be processed. Please note this is not a charge being made to your card.
For guests wishing to pay by cash, we would still require a valid card on file and for the full accommodation to be paid on arrival. Cash only guests will have no facility to room charge.
Check out is 11am.
Guests may request a late check out with reception on the morning of departure, late check-out is subject to availability and is not guaranteed. A charge of £10 per agreed hour after our check out time of 11am is payable. Guests are required to vacate their rooms by 11am on their departure date if a late check-out has not been agreed. Charges will apply if guests do not depart by 11am.
Should you wish your mini bar within your room to be stocked please contact us in advance of your arrival and we can make the necessary arrangements.
We must be advised of additional person’s in a room at the time of booking.
Children of 10 years and under are accommodated free of charge in appropriate rooms.
Third person sharing will be charged at £30 B&B payable on departure.
All meals will be charged as taken for additional guests.
Guests on a DBB rate should reserve their preferred time at point of booking. DBB Guests are entitled to 3 courses from our evening dinner menu. Supplements may apply to some dishes and sides are charged as taken. This applies to each paying adult on DBB, 3rd persons and children are charged as taken.
Guests on B&B should book if required as we cannot guarantee availability.
The Full dinner menu is provided for tables up to and including 10 adult guests, otherwise a restricted choice menu will be provided.
The hotel accepts one dog per room at £25 per stay, in the Graham Rooms only. We must be advised at the time of booking.
Dogs must not be left unattended at any times and owners are reminded to be respectful in relation to dog fowling.
Bins are available in our car park for disposal. Dogs are not permitted within our Lounge or Restaurant areas.
Parking is provided free of charge subject to availability.
The hotel cannot accept any liability for damage or theft from your vehicle whilst parked in the hotel grounds.
Smoking is not permitted in any of the guest bedrooms or in any area inside of the hotel. This includes E-Cigarettes. If smoking is detected in your room during your stay, the fire alarm will sound and you will be asked to leave the hotel – a charge of an additional nights stay will apply as the room will be put out of service for a further evening in order to be refreshed. If after check out housekeeping report any evidence/smell of smoking the same terms will apply and you will be charged.
Smoke detectors are situated in all guest bedrooms and corridors. These detectors must not be removed or covered, should we discover any tampering with the detectors a £500 fee will be charged and guests will be asked to check out of the hotel immediately.
The Scottish Licensing Law does not permit consumption of your own alcohol within the hotel bedrooms, public areas or grounds.
The hotel’s leisure facilities are open from 8am – 8pm each day. Children under 16 are not permitted to use the Heat Treatments or Whirlpool and require Parental Supervision at all times whilst in the swimming pool.
A disclaimer is required to be signed at reception prior to using the facilities.
At certain times, facilities may become unavailable due to maintenance, adverse weather conditions or other reasons beyond our control. We will attempt to keep all hotel guests informed of these circumstances however this may not always be possible. If any facility is a significant reason for your choice of hotel, we would advise you to check directly with the hotel in advance of arrival.
In the unlikely event that you have an issue during your stay we advise you to bring it to the attention of hotel management at the time. This enables us the opportunity to rectify the problem during your stay.
Damage to hotel property
The hotel reserves the right to charge for the repair and/or replacement of any items damaged during your stay. This charge will include any loss of room revenue due to damages. For use of the in-room saunas – no liquids, oils of any other substance to be put on the sauna stones. If these instructions are not followed the fire alarm will sound. If the Fire Brigade arrive at the hotel you will be charged £500. Please do not disconnect the smoke detector as this will also result in the Fire Brigade being called out to the hotel and again you will be charged the £500.
The Company does not accept liability for loss or damage to any object, equipment, furniture, stock or any other property brought onto the premises by the Guest or persons authorised by the Guest.
Safes are provided for the convenience of the Guests but any property deposited there is entirely at your own risk.
Lost property will be stored within the hotel for 3 months then disposed of. Please contact the hotel direct to report any lost items. Items can be collected or posted at a charge of £10.
The Company will endeavour to assist Guests with storage of their equipment etc however it excludes liability for the loss or damage of those items.
Hotel Proprietors Act 1956
This Agreement does not affect any rights, which the Guest may have under the Hotel Proprietor’s Act 1956, where this act applies
The Company shall not be in breach of the booking Agreement if it does not provide the services under this Agreement due to the following circumstances:
- Industrial action by the Company’s employees
- Industrial action by the staff of one of the Company’s suppliers
- Fire, lighting, explosion, riot, civil commotion, malicious damage, extreme weather conditions, storm, flood, burst pipes, earthquake, terrorism, Pandemic/Epidemic and the Hotel being damaged or destroyed.
- Breakdown of machinery, or any failure to supply the Hotel with gas, electricity, water and so on, outside the control of the Company.
If any of the above occurs the Company will do its best to avoid any inconvenience to you or your Guests.
Facebook Competition Terms and Conditions
For the Facebook competitions, the following terms and conditions apply. Submitting a photograph to the competition means you agree to these conditions:
- Competition is open to all except employees of Lodge of Loch Lomond Hotel (“the hotel”), Inn on Loch Lomond Hotel (“its sister hotel”) or any persons forming part of the selection panel.
- The prize in the competition is a luxury overnight stay for two (2).
- All entries posted to Lodge on Loch Lomond or Inn on Loch Lomond (also known as Inn at Inverbeg) Facebook pages become available to the general public and are added to a competition album to catalogue all entries. If you do not want your entries to be made public or included in the album, entries must therefore be submitted through private messaging.
- The hotel or representative have the right to remove submissions if the photograph is deemed to be not appropriate for the competition.
- The winner agrees to provide a high resolution, non-watermarked image if selected as the winner and for the image to be reused for any marketing produced by the hotel or its sister hotel. Marketing includes social media sites, websites, brochures and any other forms to promote, endorse or advertise the goods and services of both hotels.
- All other entries may be used by the hotel for marketing purpose, apart from those submitted via private messaging.
- The hotel may shortlist potential winners and ask them to provide a high resolution, non-watermarked image before winner is announced. This allows the photographs to be placed on their website to let them see what the images look like as part of the website. Shortlisted entries will be contacted by a hotel’s representation and asked to email the required photograph to them.
- The winner with be notified via Facebook post or private messaging by a hotel representative.
- The prize must be redeemed by persons aged 18 or over.
- The prize must be redeemed within three months of the close of competition.
- The prize is not transferable. No substitution, cash redemption or assignment of prize is permitted, but the hotel has the right to amend the prize at short notice.
- The selection panel’s decision is final.
– Re-invented Guest Experience
The Covid -19 pandemic saw us temporarily close our doors on the 23rd March 2020, in compliance with the government guidelines to protect the safety of our team and guests we have now introduced some new policies and steps as restrictions ease and we get ready to open our doors. We look forward to welcoming guests back to our hotels very soon.
Flexible Booking Policy
Your safety and that of those around you continues to be our main priority, therefore we have temporarily changed our cancellation policy to include a Covid-19 clause. Should you develop a new and consistent cough and/or a fever prior to your arrival, we ask that you do not travel and contact us giving as much notice as possible in order for us to give you the option of changing the date of your reservation, holding your existing payment as credit against a future booking or offer a full refund.
Prior To Arrival
To minimise as many high touch points as possible within the hotels we have invested in a new app. This app contains all of the important information needed in regards to your stay including our food and beverage menus, room directories and much more. You will receive a link to the app prior to arrival, and we ask that our guests download the app to make the most of their experience whilst with us.
Upon arrival, all team members and guests will undergo a mandatory temperature check at our main Reception area. Should a team member or guest’s temperature be above 37.5 degrees Celsius, they will be advised to leave the hotel and seek medical aid. Team members will be asked to self-isolate for a mandatory 7 days before returning to work, while guests will not be permitted to check-in and will be contacted by our Reservations team to discuss our Covid-19 cancellation policy (please see above “Flexible Booking Policy” section for details).
Enhanced Safety and Cleanliness in Public Areas
As we continue to fight the spread of the virus, our hand washing/sanitising practises and our social distancing etiquettes are of vital importance.
Please observe Social Distancing Guidelines. Hand Sanitiser units are available for your convenience in our Reception & Public Areas, our dedicated Public Areas Cleaning Team will be visible at all stages throughout your stay and they are equipped with Surface Sanitiser & Protectant for use on all high touch surfaces.
Our Housekeepers are provided with the PPE needed to keep them safe as they service your accommodation. We have scrutinised their already immaculate cleaning standards and made the necessary adjustments to protect the health of our guests. All high touch points within the accommodation will be thoroughly sanitised with Surface Sanitiser & Protectant during each service.
Our Leisure Facilities
In the shorter term our leisure facilities will remain closed. A constant cleaning regime will however be carried out in all areas of our leisure facilities. We will be introducing new social distancing measures and time slots within the leisure facilities that will limit the amount of guests using at any one time and we will continually monitor the overall volume of guests in our facilities.
Your Dining Experience
Our restaurant layouts have been altered to aid with social distancing requirements. Our paper menus have been replaced by electronic versions housed in our app and online which you will have downloaded prior to your arrival.
Our breakfast have been a served A la Carte offering for some time prior to lock down, and in order for us to manage your dining experience safely, it is essential that any dining experience, including breakfast and room service, be booked in advance. This allows us to manage the volume of guests and team members within any one area, to ensure social distancing guidelines are followed.
Behind the Scenes
Our kitchen layouts have also been reviewed to support social distancing among our team members. Increased sanitation of food service areas with Surface Sanitiser & Protectant will be coupled with new handwashing practices using UVA lights, designed to check the cleanliness of hands after washing. The presentation of your meal has also been reviewed to minimise the amount of crockery brought to and from your table.
Our bar areas will provide table service only, with standing room and over the counter service prohibited. Our table layouts will promote social distancing, creating a safe environment for our team members and our guests. You can book a table on our Resdiary booking platform.
The above steps have been created in line with government advice and that of our Health professionals and appreciate your assistance in working together to adhere to the guidance provided.
Page last updated 3rd July 2020 1846 GMT