TERMS AND CONDITIONS

Yes, we know these things are as exciting as a wet Sunday afternoon in the Highlands.  Yes, some of the language is a bit formal. No, we can’t do much about that. It’s just one of those things we have to do. We’ll keep it as straightforward as possible.

 

COVID-19

 

These additional conditions override the normal booking terms and conditions set out below. 

 

Money back guarantee: we will refund deposits and balances to guests unable to reach the property as a direct result of published UK or Scottish government legal restrictions on travel to and/or accommodation within Selkirk as a result of Covid-19. This guarantee does not cover guests seeking to cancel because of a positive COVID-19 test which prevents their travel or travel for one or more of their party. We ask all guests to take out travel insurance to cover such an eventuality.

Please ensure that you have travel insurance in place before arrival. Travel insurance should cover any additional costs which may be incurred as a result of compliance with government COVID-19 legislation or government instructions or government advice. Should you require to self-isolate, we will ask you to return to your own home to do this in accordance with government guidelines. Please note that any extension of a stay must be by mutual agreement and guests are responsible for any and all costs incurred in extending a stay, including the cost of finding alternative accommodation for subsequent guests who would be unable to enter the property as a result of the extension. We reserve the right to recover these costs: entry into the property constitutes an acceptance of these terms. 

Please click here for an overview of additional cleaning measures. To help us meet our responsibilities for the welfare of staff and to keep change over times to a minimum we are asking guests to bag up their own laundry and towels before departure and to leave the final load of washed items in the dishwasher for us to put away. 

 

Please click here for details of the latest risk assessment.

Please click here to see our We're Good To Go industry standard certificate.

Please click here for details of individual surface risk assessments.

Please click here for details of our cleaning protocols.

Terms and conditions

 

The basics: when we say we, us, or our, we’re referring to Five Turrets Ltd, company number 11401069. And when we say you or your, it means both the named person making the booking and everyone else staying in the property as part of the booking. Now, read on…

 

  1. You must be 18 or over to make a booking.

  2. Although we are keen to host you, there may be times when something comes up and makes it impossible, so we do reserve the right to decline a booking for lawful reasons.

  3. If you are booking more than eight weeks in advance, we will accept a deposit of 20 per cent of the total cost at the time of the provisional booking (all bookings are provisional until the payment arrives in our bank account). We need the balance in our bank account at least eight weeks before you are due to arrive, otherwise we have to treat it as a cancellation.

  4. If you are booking within eight weeks of arrival, then we need you to pay the full amount when you make the provisional booking.

  5. We’ll send you an email to confirm the booking. Please check it: it’s easy to make mistakes. If you need confirmation by post, please let us know at the time of the provisional booking.

  6. The price we quote covers accommodation, the use of towels and bedlinen within the property, electricity, gas, water, central heating and one basket of logs. Additional logs can be purchased from us.

  7. Our secure payment system uses Sage Pay and Worldpay. You can pay by credit or debit card, by bank transfer in UK sterling, or by cheque. Additional charges may apply to overseas bank transfers and other payment methods.

  8. If you want to change the dates of your stay we will try to accommodate you, providing that the dates are available and the change is made no later than eight weeks ahead of the original arrival date. Any difference in price will then be charged to you or refunded on confirmation of the new booking. If there are no dates available, the original booking has to be treated as a cancellation.

  9. We have to set a cut off date for cancellations to be able to have a chance of re-letting the property. The cancellation date is the day we receive written notice of a cancellation, whether by email or post. Proof of posting is not proof of receipt: we recommend using a signed-for delivery service.

  10. Cancellations made more than 56 days before the booked arrival date are subject to a cancellation charge equivalent to the 20 per cent  of the booking (ie. the deposit).

  11. Cancellations made 56 days or less before the booked arrival date are subject to a cancellation charge equivalent to 100 per cent of the total cost of the booking.

  12. However, we understand that people’s plans change and will do our best to find a replacement booking. Because we try to be nice and we want you to come back. If we can get a replacement booking, we’ll refund all monies paid by you for the rental, less any difference between the total price you paid or would have paid for the rental and the price paid by the replacement guest.

  13. Bear in mind that if you have pre-booked any of the services offered by our partners and have to cancel you may be liable for any cancellation charges set out in their terms and conditions.

  14. If we’ve somehow missed a zero off the price, it’s a mistake, not a very special offer. We do reserve the right to amend prices set in error: the higher price will apply, but if that is unacceptable then we will refund all payments and cancel the booking.

  15. If there’s an unavoidable problem that means the property is not available on the dates booked - major repairs, flood or fire damage, for example - we will refund all monies paid and attempt to locate suitable alternative accommodation for you. If the unavailability is our responsibility, we will consider reasonable claims for expenses incurred.  

  16. We do not currently accept pets. It’s not that we don’t like animals: we have some ourselves and they almost never complain about our treatment of them. It’s just that the nature of the building makes it impractical. So, we hope that you respect this and must point out that if you do still decide to turn up with pets, you’ll be deemed to have cancelled your booking and will be subject to a 100 per cent cancellation charge. So, please don’t.

  17. Children: we are happy to host families, but please bear in mind that there are some parts of the property we don't think are suitable for adventurous toddlers. Talk to us about that before booking. 

  18. It’s a lovely place and we’re sure you’ll want to stay forever, but unfortunately that’s not practical. So, you are booking for a holiday only, for the length of time agreed when the booking is made. It’s not a tenancy of any sort (shorthold tenancy, statutory periodic tenancy or any other type of tenancy) other than a holiday letting.

  19. We don’t generally host stag or hen parties, just because they tend to get a bit messy. But talk to us if you feel that doesn’t apply to you. We may ask for an additional security deposit though, and we ask you to pay particular attention to the paragraph below explaining what it covers.  

  20. We’re sure you’ll treat the place nicely, but like most places we do take a security deposit. In our case that is £250, which will be refunded if you return the place to us in the condition you found it. We’re aware that accidents happen and would ask you to let us know if something gets broken or damaged. We always try to be understanding about minor breakages but unfortunately we do have to reserve the right to make deductions from the security deposit to cover breakages and damage to or at the property, replacement of lost or non-returned keys, replacement of soiled mattresses and any cleaning required above and beyond a normal turnaround. We have to be quite specific about the terms and conditions for the security deposit, so it is now going to get a bit more formal for a few paragraphs.

  21. We will hold your credit or debit card details used to pay the deposit or balance of the booking for the security deposit, unless you state otherwise and provide us with alternative debit or credit card details.

  22. If you pay the balance of the booking fee by bank transfer or cheque, credit or debit card details for the security deposit must be provided at time of payment. You agree to us holding your card details for the purpose of payment of the security deposit or any part of it or for any additional sums which are payable by you in accordance with the paragraphs below.

  23. If you fail to provide credit or debit card details for the security deposit on request, we reserve the right to treat the booking as cancelled whereupon our standard cancellation terms will apply.

  24. The credit or debit card provided in respect of the security deposit must be valid for a month after the booking departure date. 

  25. We will inspect the property after your departure.

  26. You will only be notified if there is cause to charge any proportion of the security deposit.

  27. We will notify you of any damage or breakages noted along with images within five working days of your departure from the property.  Charges up to the value of £50 are at our discretion but you will be charged where the cost of repair or replacement totals £50 or more.  In the event of minor breakages (eg. glasses), it’s fine to replace the item like for like or leave cash to cover a replacement.

  28. The costs referred to above will be charged to your credit or debit card which we hold for the security deposit.

  29. If the security deposit specified at time of booking is not sufficient to cover the costs referred to above we will charge the full amount of the security deposit and the balance over and above this sum to your credit or debit card on the date that is 14 days after the amount has been notified to you.

  30. If there is a delay in obtaining an invoice (for instance if repairs are involved), we will charge the security deposit or a proportion of it and will refund any excess to your debit or credit card once the final invoice is received. 

  31. It’s a non-smoking property and yes, that does include hanging out of the windows or standing in the front porch. However, we’re not heartless: there is seating outside the front door if you do want to smoke and also down in the garden, where there is a nice big seating area and parasol to shelter from the elements. If you do decide to chance it indoors because it’s a big space and you’ve got the windows open, do bear in mind that you’ll forfeit the entire security deposit to cover the cost of professionally cleaning the soft furnishings plus whatever else it costs to remove all traces of smoke from the property. You’ll also be deemed to have cancelled the remainder of your booking and will be required to find alternative accommodation. 

  32. Over-occupancy: it’s a no. There’s room for eight people and that’s the maximum we take. It’s the same rule as for pets and underage children: if you are numerically-challenged and decide to turn up with more than eight people, you’ll be deemed to have cancelled your booking and will be subject to a nice round 100 per cent cancellation charge. The same applies to subletting. Just don’t.

  33. Check out is 10am. Check in is 3pm. This is necessary for us to get the property ready for the next guests but we will try to be as flexible as we can, when we can. Please bear in mind that if you really can’t tear yourself away from the place at the agreed time, we may have to charge a £50 fee from the security deposit to get an additional cleaner in to turn it around for the next guests.

  34. There’s a couple of vacuum cleaners and the usual assortment of cleaning materials in the property. Do feel free to use them. No-one wants to be the next guest who turns up to find us still desperately trying to hose an inch of mud off the floor. We know you are not that sort of guest, but we still have to mention that if the property is left in a condition which requires additional cleaning above and beyond the normal servicing, the cost will be deducted from the security deposit.

  35. All the mattresses are fitted with good quality waterproof mattress protectors, for very good reasons. We strongly recommend leaving them in place. We do check mattresses after departure and any soiling as a result of removal or damage to the matters protectors will result in a charge for professional cleaning or replacement.

  36. Make up and fake tan. We are pretty sure you look lovely just the way you are, but should you feel the need to augment nature, please remember that make up and fake tan are a nightmare to get out of nice white sheets and towels and we reserve the right to charge for replacements for bedlinen and towels which are permanently stained.

  37. Neighbours. We do have some neighbours. We’re not asking you to take monastic vows of silence but we do ask guests to behave in a neighbourly and appropriate way. We are sure you are nice people and don’t need telling, but just for the avoidance of doubt, you are responsible for you and your party maintaining acceptable levels of noise at the property and within the grounds and vicinity of the property particularly between the hours of 10.00pm and 8.00am. In the event of you or any member of your party breaching this responsibility, we reserve the right to ask you to vacate the property. 

  38. If we need to get into the property to carry out any essential work or checks, we’ll let you know and you’ll welcome us in with open arms.  We’ll try not to disturb you though.

  39. No murders, drug running or insurrection please. But all of this too: should you or a member of your party abuse the property or display dangerous, disrespectful, offensive or rude behaviour to ourselves or third parties (eg neighbours), undertake any illegal activity, or any activity which may cause damage, or unreasonable noise or disturbance we reserve the right to require the person(s) concerned to leave the property.

  40. We take seriously our responsibilities to you and accept all our lawful liabilities. But we can’t accept liability for any loss, damage, injury or death however it is caused to you (or anyone in your party) or to your vehicles or personal property in circumstances where we have not been negligent. Any valuables left at the property are left at your own risk. It is your responsibility to ensure that all doors, shutters and windows are closed and locked when leaving the property or when in the grounds. You should take out adequate travel insurance (including liability for accidental damage to the property, cancellation cover and medical and emergency expenses) prior to the commencement of your holiday.

  41. We will endeavour to ensure that all services are operational, but sometimes things break. In those circumstances we will do our best to get them back on line again as soon as possible. We can’t be responsible for breakdowns in the supply of water, gas, electricity or broadband that are beyond our control, but will do whatever we can to get them restored at the earliest opportunity.

  42. Any problems, please let us know during your stay so that we can resolve them. Remember that we can’t be expected to be aware of issues unless they are drawn to our attention. 

  43. We do our best to make sure that the content of our website and promotional material accurately reflects the reality. Of course, some details may change over time as items are replaced or upgraded. We also try to keep details of local services mentioned on the website up to date, but we don’t take any responsibility for the provision of those services. 

  44. We want your personal information to remain secure and confidential at all times. We will only disclose any personal information where the law either requires or allows us to do so. 

  45. By booking with us, your details will be added to our database to keep you updated on news and information that we think may be of interest to you. You can unsubscribe at any time. 

  46. Feedback from the visitors’ book, feedback forms or from our social media platforms may be used on our website, on social media and other marketing materials in the form of a review or testimonial, unless you request otherwise.  We will refer to you only by surname, unless you have given us permission to provide further details of your identity.

  47. These Booking Terms and Condition and the booking contract to which they apply are governed in all respects by Scots Law and will be subject to the jurisdiction of the Scottish Courts.

  48. The booking contract incorporating these Booking Terms and Conditions constitutes the entire agreement between us and supersede any previous agreements or conditions. 

  49. If a court finds part of these Booking Terms and Conditions to be illegal, the rest will continue in force. Each of the paragraphs of these terms and conditions operate separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

  50. For detailed information on your rights as a consumer you can visit the Citizens Advice website.

  51. And finally…zombie apocalypses, meteor strikes and alien invasions. There are some things that really are beyond our control. But for the avoidance of doubt - and we do hope that you understand - we won’t be taking responsibility for any loss or damage that is not forseeable or any interruption to services, damage, loss or expense incurred as a result of force majeure. And that includes any English armies marching north across the border again. We recommend some sort of holiday insurance. Or bring a broadsword...