Terms & Conditions

Welcome to Highland Heights Luxury Glamping

These Terms & Conditions outline the arrangements, responsibilities and policies that apply when booking and staying at our luxury glamping accommodation in the Scottish Highlands.

Please take a moment to read them carefully before making a reservation. By completing a booking, you agree to the Terms & Conditions applicable to your stay.

LAST UPDATED: OCTOBER 2026

1. BOOKINGS & PAYMENTS

All bookings at Highland Heights Luxury Glamping are subject to availability and acceptance of our Terms & Conditions.

Reservations can be made through our official website or approved booking platforms.

Full payment is required at the time of booking to secure your reservation. A booking is only confirmed once payment has been successfully processed and a booking confirmation has been issued.

Payments made through our website are securely processed using our third-party payment provider, Stripe.

All accommodation prices are displayed in pounds sterling (GBP) and include applicable taxes unless otherwise stated.

Any additional charges for optional extras, additional guests or pets will be clearly displayed or communicated before payment.

Guests are responsible for ensuring that all booking details, including dates, guest numbers and contact information, are accurate at the time of booking.

By completing a reservation, guests agree to the Terms & Conditions applicable to their booking.

2. CANCELLATIONS & REFUNDS

We understand that plans can sometimes change. However, as a small, family-run business with a limited number of accommodations, cancellations can have a significant impact on our business.

All cancellations are subject to the following policy:

Cancellation Charges

More than 21 days before arrival: Full refund (100%).
15–21 days before arrival: A cancellation charge of 25% of the total booking value applies, with the remaining 75% refunded.
14 days or fewer before arrival: A cancellation charge of 100% of the total booking value applies. No refund will be issued.

How to Cancel

All cancellation requests must be made in writing using the contact form on our website.

The cancellation date will be the date we receive your request.

Refunds

Where a refund is due, it will normally be returned to the original payment method. Processing times may vary depending on your payment provider.

Changes to Bookings

Requests to change booking dates are subject to availability and are not guaranteed.

Any changes to reservations are at the discretion of Highland Heights Luxury Glamping and may be subject to price differences or additional charges.

Failure to Arrive

Guests who fail to arrive for their booking without prior cancellation will not be entitled to a refund.

Cancellation by Highland Heights

In the unlikely event that we need to cancel your reservation, we will contact you as soon as reasonably possible and offer a full refund or an alternative date where available.

Nothing in these Terms & Conditions affects your statutory consumer rights.

3. CHECK-IN, CHECK-OUT & OCCUPANCY

Check-in & Check-out

Check-in is available from 4:00pm on the day of arrival.

Check-out is strictly by 10:00am on the day of departure to allow sufficient time for cleaning and preparing the accommodation for incoming guests.

Early check-in or late check-out may be available by prior arrangement, subject to availability and operational requirements.

These cannot be guaranteed and must be agreed in advance.

Maximum Occupancy

Each pod has a maximum permitted occupancy, which must not be exceeded without prior approval.

Roe Buck and Red Squirrel: Accommodate two adults and up to two children, using the additional sofa bed where required.
Red Kite and Pine Marten: Designed and advertised for a maximum of two guests. Additional occupancy may be considered on request, entirely at the discretion of Highland Heights Luxury Glamping.

All overnight guests, including children, must be declared and included in the reservation.

Any additional guests must be approved by Highland Heights before arrival and may incur additional charges.

Children

Children must be supervised by a responsible adult at all times, particularly around hot tubs, outdoor areas and shared facilities.

Parents and guardians are responsible for ensuring children use the accommodation and facilities safely and follow all safety instructions provided.

Visitors

Only guests included in the reservation are permitted to stay overnight.

Day visitors are not permitted without prior approval from Highland Heights Luxury Glamping.

Accuracy of Booking Information

Guests are responsible for ensuring that all booking information, including the number of adults and children, is accurate.

We reserve the right to refuse additional occupants or require occupancy to be reduced where the permitted limit has been exceeded, subject to applicable consumer law.

4. GUEST RESPONSIBILITIES & HOUSE RULES

At Highland Heights Luxury Glamping, we want every guest to enjoy a relaxing and memorable stay. We kindly ask all guests to treat our accommodation, facilities and surrounding grounds with care and consideration.

Respecting Our Accommodation

Guests are expected to take reasonable care of their pod, furnishings, equipment and facilities throughout their stay.

We kindly ask that accommodation is left in a reasonable condition on departure.

Normal cleaning is included in your stay. However, additional reasonable charges may apply where excessive cleaning is required beyond normal use.

Damage & Breakages

We understand that accidents happen and ask guests to report any damage or breakages as soon as possible.

Guests may be held responsible for the reasonable costs of repairing or replacing items damaged through negligence, misuse or deliberate actions by themselves or members of their party.

Any charges will be assessed fairly, taking into account the circumstances, normal wear and tear and the actual loss incurred.

Smoking & Vaping

Smoking and vaping are strictly prohibited inside all pods and indoor facilities.

Smoking is permitted on the private verandas, where ashtrays are provided. We kindly ask that all pod windows and doors remain closed while smoking to prevent smoke entering the accommodation.

Please dispose of cigarette ends responsibly using the ashtrays provided.

Additional reasonable cleaning or damage charges may apply where smoking has taken place inside the accommodation.

Noise & Consideration for Others

Highland Heights is designed to offer a peaceful and relaxing escape.

We kindly ask all guests to respect our quiet hours between 10pm and 8am, keeping noise to a minimum during these times.

Please be considerate of neighbouring pods and surrounding properties throughout your stay.

Parties, events and excessive noise are not permitted without prior written approval.

Dogs & Pet Waste

We kindly ask all guests bringing their four-legged friends to help us keep Highland Heights clean and enjoyable for everyone.

Dog waste must be picked up promptly using the dog waste bags provided. Please leave securely tied bags beside your pod's gate for collection by our team.

Please do not leave dog waste elsewhere around the site.

Our full dog-friendly accommodation rules are outlined separately in these Terms & Conditions.

Decorations & Special Occasions

Celebrating something special? We'd love to help make your Highland escape even more memorable!

To protect our accommodation, balloons, banners, confetti and similar decorations are not permitted.

However, we offer a few lovely ways to add an extra special touch to your stay, including our Prosecco & Chocolates package or beautiful floral arrangements through our trusted local florist.

Details of these optional extras can be found in our online guest information, and arrangements should be made in advance of your stay.

Use of Facilities

All accommodation, hot tubs, fire pits, saunas and other facilities must be used responsibly and in accordance with the safety instructions provided.

Guests must not interfere with, alter or misuse any equipment or safety features.

Respecting Our Grounds

As Highland Heights is situated in a rural Highland setting, guests are asked to respect the surrounding countryside, wildlife and neighbouring properties.

Please dispose of rubbish responsibly and avoid entering any restricted, private or operational areas of the site.

Failure to Follow House Rules

Where guests seriously or repeatedly breach these rules, behave in a threatening or disruptive manner, or create a significant safety risk, we reserve the right to take reasonable action, including requiring guests to leave where legally justified.

Any decision regarding refunds or additional charges will be made in accordance with applicable consumer law and the circumstances involved.

5. HOT TUB SAFETY & USE

Each of our pods features a private outdoor hot tub for guests to enjoy throughout their stay. For everyone's safety and enjoyment, guests must follow the guidelines below.

General Safety

Hot tubs are provided for relaxation and must be used responsibly and in accordance with the safety instructions provided in the accommodation and digital guest guide.

Guests use the hot tubs at their own risk, subject to Highland Heights Luxury Glamping's legal responsibilities.

Guests must shower before entering the hot tub to remove lotions, oils, cosmetics and other products.
Fake tan is strictly prohibited in our hot tubs. Fake tan can cause significant damage to hot tub components, filtration systems and water quality.
Body oils, bath products, bubble bath and similar substances must not be introduced into the water.
Only plastic drinkware is permitted in or around the hot tubs. Glass is strictly prohibited.
Electrical equipment must be kept away from the water.
Guests must not interfere with filtration systems, chemical treatment equipment or other safety features.
Guests must not sit, stand or climb on hot tub covers.
Hot tub covers must be securely replaced whenever the hot tub is not in use.

Age Restrictions

For safety reasons, hot tub use is restricted to guests aged 16 and over.

Children under 16 are not permitted to use the hot tubs, even when accompanied by an adult.

Parents and guardians are responsible for ensuring that children do not enter or operate the hot tubs.

Health & Wellbeing

Guests are advised to limit hot tub sessions to approximately 15–20 minutes at a time, remain hydrated and leave the water immediately if they feel unwell, dizzy or uncomfortable.

Hot tubs must not be used while under the influence of alcohol or drugs.

Guests who are pregnant or have medical conditions that may be affected by hot tub use should seek appropriate medical advice before using the facilities.

Fake Tan, Contamination & Additional Charges

Fake tan is strictly prohibited in all hot tubs at Highland Heights Luxury Glamping.

Fake tan can cause staining, contaminate the water and damage filters and other hot tub components.

Where evidence of fake tan contamination is found, guests will be responsible for the reasonable costs of any additional cleaning, draining, refilling, chemical treatment, filter replacement or repairs required as a direct result.

Additional reasonable charges may also apply where other products or substances have been introduced into the water, causing contamination or damage beyond normal use.

Any charges will reflect the actual costs reasonably incurred.

Hot Tub Cleanliness & Maintenance

Our hot tubs are regularly cleaned, maintained and monitored to help ensure appropriate water quality.

Guests must follow all hygiene instructions provided.

Occasionally, a hot tub may require maintenance, additional treatment or temporary closure for safety or hygiene reasons.

Highland Heights Luxury Glamping reserves the right to restrict access where reasonably necessary to protect guest safety or maintain water quality.

We will make reasonable efforts to resolve any issues promptly and communicate with affected guests.

Where a hot tub is unavailable or materially affected during a stay, any appropriate remedy will be considered in accordance with applicable consumer law and the circumstances.

Hot Tub Use During Quiet Hours

Guests are welcome to enjoy their private hot tubs during our quiet hours of 10pm to 8am, provided noise is kept to a minimum and neighbouring guests are not disturbed.

Excessive noise, loud music or disruptive behaviour is not permitted.

Reporting Problems

Guests should contact Highland Heights Luxury Glamping as soon as possible if they notice any problems with their hot tub, including unusual water conditions, damage or equipment faults.

Guests must stop using the hot tub if they believe it may be unsafe.

6. DOG & PET POLICY

At Highland Heights Luxury Glamping, we love welcoming four-legged guests! We offer designated dog-friendly accommodation so that guests can enjoy a Highland escape with their canine companions.

To ensure a comfortable and enjoyable stay for everyone, we kindly ask guests travelling with dogs to follow the guidelines below.

Dog-Friendly Accommodation

Dogs are welcome in our designated dog-friendly pods:

Red Squirrel
Red Kite
Pine Marten

Roe Buck is strictly dog-free, and pets are not permitted inside this accommodation.

Dogs must be declared at the time of booking and included in the reservation.

Dog Charges & Restrictions

A charge of £30 per dog, per stay applies.

We generally permit a maximum of one dog per dog-friendly pod. A second dog may be considered at the discretion of Highland Heights Luxury Glamping and must be approved in writing before arrival.

Puppies under 12 months old are not permitted.

We do not accept extra-large dog breeds.

Guests must provide accurate information about their dogs when making a reservation.

Other Pets

Only dogs are accepted in our designated dog-friendly accommodation.

Cats and all other pets are not permitted at Highland Heights Luxury Glamping.

Assistance animals will be accommodated in accordance with applicable equality legislation.

Leads & Supervision

Dogs must be kept on leads at all times while on site, with the exception of their own private veranda, where they may be off-lead under appropriate supervision.

Dogs must be kept under control at all times, particularly around other guests, wildlife and animals living on the property.

Dogs must not be left unattended inside the accommodation, on verandas or elsewhere on the site.

Owners are responsible for ensuring their dogs do not cause excessive noise, damage or disturbance to other guests.

Furniture & Bedding

Dogs are not permitted on beds, sofas or other upholstered furniture.

We kindly ask owners to bring any additional bedding, blankets or other items their dog may require.

Please ensure dogs are reasonably clean and dry before entering the accommodation, particularly after muddy walks.

Dog Waste

Dog waste must be picked up promptly using the dog waste bags provided.

Please securely tie used bags and leave them beside your pod's gate for collection by our team.

Dog waste must not be left elsewhere around the grounds.

Cleaning & Damage

Our standard dog charge covers the usual additional cleaning associated with welcoming a dog.

However, guests may be responsible for reasonable additional cleaning, repair or replacement costs where their dog causes damage or excessive soiling beyond normal use.

Any charges will be assessed fairly and reflect the actual costs reasonably incurred.

Hot Tubs & Shared Facilities

Dogs are not permitted in hot tubs or indoor shared facilities, including the sauna.

Owners must ensure their dogs do not interfere with equipment, furnishings or facilities provided for guests.

Responsibility for Dogs

Owners remain responsible for the care, behaviour and welfare of their dogs throughout their stay.

Guests are responsible for any damage or injury caused by their dog to the extent permitted by law.

Where a dog's behaviour presents a significant safety risk or causes serious or repeated disturbance, we reserve the right to take reasonable action, including requiring the dog to be removed from the premises where legally justified.

Assistance dogs will be accommodated in accordance with applicable equality legislation, including where exceptions to our usual pet restrictions are required.

7. SAUNA, FIRE PITS & OTHER FACILITIES

At Highland Heights Luxury Glamping, we provide a range of facilities to help guests relax and make the most of their Highland escape.

For everyone's safety and enjoyment, we kindly ask guests to use all facilities responsibly and follow the instructions provided.

Shared Infrared Sauna

Our infrared sauna is a shared facility available to guests staying at Highland Heights Luxury Glamping.

The sauna is strictly for guests aged 16 and over. Children under 16 are not permitted to use the sauna, even when accompanied by an adult.

Guests are welcome to use the sauna at their leisure during their stay, without the need to book a time slot, subject to availability and any temporary safety or maintenance restrictions.

For everyone's safety:

Guests must follow the operating and safety instructions displayed in the sauna area and provided in our digital guest guide.
Guests should limit their sessions to a comfortable duration, remain hydrated and leave immediately if they feel dizzy, faint or unwell.
The sauna must not be used while under the influence of alcohol or drugs.
Guests who are pregnant or have medical conditions that may be affected by heat exposure should seek appropriate medical advice before using the sauna.
Guests must not interfere with the sauna controls, heating equipment or safety features.
Food, glassware and electrical equipment must not be brought into the sauna.
Guests must leave the sauna clean and tidy after use and be considerate of others sharing the facility.

Private Gas Fire Pits & BBQs

Each pod has its own outdoor gas fire pit and BBQ facilities for guests to enjoy.

Gas is provided for reasonable use throughout your stay.

For safety reasons:

Fire pits and BBQs must only be used outdoors in their designated locations.
Guests must follow the operating instructions provided.
Lit equipment must never be left unattended.
Children must be supervised around fire pits and BBQs at all times.
Guests must not move, dismantle or interfere with gas cylinders, connections or safety equipment.
Flammable materials must be kept away from flames and hot surfaces.
Equipment must be switched off completely after use.
Guests must not use fire pits or BBQs where weather conditions make their use unsafe.
Cooking is permitted on the designated BBQ only. The gas fire pit must not be used for cooking or heating food.

Guests must not bring or use additional fire pits, disposable BBQs or other outdoor heating equipment without prior written approval.

Gas Usage & Additional Charges

Gas is included for normal, reasonable use of the outdoor fire pit and BBQ during your stay.

Guests are kindly asked to use the equipment responsibly and ensure the gas supply is completely switched off when not in use.

Excessive or unreasonable gas consumption may result in additional charges.

Any additional charges will be based on reasonable costs incurred as a direct result of excessive use and will be explained to the guest.

Shared Facilities & Communal Areas

Our shared facilities are provided for the enjoyment of all guests.

We kindly ask everyone to leave these areas clean and tidy after use and to be considerate of other guests.

Any equipment provided for communal use must remain within its designated area unless otherwise authorised.

Safety & Maintenance

We regularly inspect and maintain our facilities to help ensure they remain safe and suitable for guest use.

Occasionally, facilities may need to be temporarily unavailable due to maintenance, adverse weather, safety concerns or circumstances beyond our reasonable control.

Where reasonably necessary, Highland Heights Luxury Glamping may temporarily restrict access to facilities to protect guest safety.

We will make reasonable efforts to resolve any issues promptly and communicate with affected guests.

Where the unavailability of a facility materially affects a booking, any appropriate remedy will be considered in accordance with applicable consumer law and the circumstances.

Damage & Misuse

Guests may be responsible for the reasonable costs of repairing or replacing equipment damaged through negligence, deliberate misuse or failure to follow safety instructions.

Any charges will reflect the actual loss or reasonable costs incurred, taking into account normal wear and tear.

Reporting Problems

Guests should contact Highland Heights Luxury Glamping as soon as possible if they notice any damage, faults or safety concerns involving our facilities.

Guests must stop using any equipment they believe may be unsafe.

8. SITE SAFETY, GROUNDS & WILDLIFE

Highland Heights Luxury Glamping is situated in a beautiful rural Highland setting, surrounded by countryside, wildlife and natural landscapes.

We want all our guests to enjoy their surroundings safely and respectfully throughout their stay.

Rural Environment & Natural Hazards

As a countryside accommodation site, our grounds may include uneven surfaces, steep slopes, steps, wet or slippery areas and other natural features.

Guests are asked to take reasonable care when walking around the property, particularly during darkness, wet weather, frost or snow.

Suitable footwear is recommended when exploring the grounds.

Children must be appropriately supervised when outdoors.

Guests should remain on designated paths and avoid entering restricted or unsafe areas.

Wildlife & Insects

Our rural location means guests may encounter wildlife, birds, insects and other creatures commonly found in the Scottish Highlands.

While we take reasonable steps to maintain our accommodation and grounds, the presence of wildlife and insects is a natural part of the countryside environment.

Guests are kindly asked not to feed, disturb or interfere with wildlife.

Please keep accommodation doors and windows closed where appropriate to help prevent insects entering.

Any concerns about wildlife or insects inside the accommodation should be reported to our team so we can assist.

Animals on Site

Highland Heights is home to animals, including our Shetland ponies and pygmy goats, which guests may see during their stay.

For the safety and welfare of both guests and animals:

Guests must not pet, touch or feed any animals on site.
Children must be supervised by a responsible adult around animals.
Guests must not enter animal enclosures, fields or restricted areas.
Guests must not chase, frighten or otherwise disturb animals.
Dogs must remain on leads throughout the site, except on their own private veranda, in accordance with our Dog Policy.
Guests must follow all signage and instructions relating to animals on the property.

These rules are in place to protect our animals and ensure the safety of everyone visiting Highland Heights.

Site Development & Maintenance Works

Highland Heights Luxury Glamping is continuing to develop and improve its facilities, including the addition of new accommodation.

Construction, landscaping and groundworks may take place within the grounds during this development period.

We aim to keep disruption to a minimum and provide guests with relevant information about works that may affect their stay.

Guests must not enter construction areas, approach machinery or interfere with equipment, materials, fencing or safety barriers.

Children must be supervised and kept away from all working areas.

Further information about our current expansion works is available on our dedicated website page.

Where works materially affect the accommodation or facilities booked, we will consider appropriate arrangements or remedies in accordance with applicable consumer law and any specific commitments communicated to affected guests.

Weather Conditions & Winter Access

Weather in the Scottish Highlands can be unpredictable, particularly during autumn and winter.

Highland Heights is situated on a steep hillside, and access may become challenging during periods of snow, ice or other adverse weather conditions.

During snowy or icy conditions, we strongly recommend travelling in a suitable 4x4 vehicle to assist with accessing the property safely.

Guests are responsible for considering weather forecasts, road conditions and the suitability of their vehicle before travelling.

Please be aware that even a 4x4 vehicle may not be suitable in particularly severe conditions, and access cannot always be guaranteed.

Guests should exercise particular caution when walking or driving around the site during freezing conditions, as paths, steps and outdoor surfaces may become slippery.

Where severe weather affects access or the availability of facilities, we will communicate with affected guests and consider appropriate arrangements in accordance with applicable consumer law.

Arrival, Unloading & Parking

On arrival, guests should drive into the turning circle, where they may temporarily stop to unload their luggage and belongings.

Once unloading is complete, vehicles must be moved to the main guest car park for the duration of the stay.

Parking spaces are not individually allocated to pods.

The turning circle must remain clear once unloading is complete to allow safe access for other guests, staff and operational vehicles.

Guests must drive slowly and carefully throughout the site, remaining mindful of pedestrians, children, animals and other vehicles.

Vehicles must not obstruct access routes, emergency access or operational areas.

Guests are responsible for securing their vehicles and belongings. Nothing in these terms excludes liability where Highland Heights Luxury Glamping is legally responsible for loss or damage.

Restricted Areas

For safety, privacy and operational reasons, certain areas of Highland Heights may be restricted to staff or authorised personnel.

Guests must respect all signage, barriers and instructions provided by our team.

Unauthorised access to private, operational, construction or animal enclosure areas is not permitted.

Reporting Safety Concerns

If guests notice any hazards, damaged equipment, unsafe conditions or other safety concerns, we ask that they contact Highland Heights Luxury Glamping as soon as possible.

We will take reasonable steps to investigate and address reported concerns.

9. LIABILITY, PERSONAL BELONGINGS & GUEST RESPONSIBILITIES

At Highland Heights Luxury Glamping, we take reasonable care to provide safe, comfortable and well-maintained accommodation and facilities.

We ask all guests to act responsibly throughout their stay and to take reasonable precautions to protect themselves, their belongings and other guests.

Personal Belongings & Valuables

Guests are responsible for taking reasonable care of their personal belongings, valuables and possessions during their stay.

We recommend that valuables are not left unattended and that accommodation doors and windows are securely closed and locked when guests are away from their pod.

Highland Heights Luxury Glamping is not responsible for loss, theft or damage to personal belongings unless this arises from our negligence, breach of contract or another matter for which we are legally responsible.

Vehicles & Parking

Vehicles are parked on site at the owner's risk, subject to our legal responsibilities.

Guests are responsible for ensuring their vehicles are securely locked and that valuables are not left on display.

Highland Heights Luxury Glamping will not be responsible for vehicle damage, theft or loss unless caused by our negligence, breach of contract or another matter for which we are legally responsible.

Guests must follow the parking and access arrangements outlined in Section 8.

Guest Safety & Use of Facilities

Guests must take reasonable care when using the accommodation, hot tubs, sauna, fire pits, BBQs and outdoor areas.

All safety instructions, age restrictions and house rules must be followed.

Guests should not use any facility or equipment that appears damaged, faulty or unsafe and must report concerns to our team as soon as reasonably possible.

Parents and guardians are responsible for appropriately supervising children throughout their stay.

Accidents & Injuries

Guests are asked to report accidents, injuries or potentially dangerous incidents to Highland Heights Luxury Glamping as soon as reasonably possible so that appropriate assistance can be provided and any hazards addressed.

Nothing in these Terms & Conditions excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or restricted.

Damage Caused by Guests

Guests are responsible for treating the accommodation, furnishings, equipment and facilities with reasonable care.

Where damage is caused through negligence, deliberate actions or misuse by a guest or a member of their party, Highland Heights Luxury Glamping may seek reimbursement of the reasonable costs directly resulting from that damage.

This may include necessary cleaning, repairs or replacement of damaged items.

Normal wear and tear will not be charged.

Any additional charges will be assessed fairly and explained to the guest.

Losses & Disruption Beyond Our Control

Occasionally, circumstances beyond our reasonable control may affect a guest's stay. These may include severe weather, utility interruptions, road closures, emergencies or other unexpected events.

Where such circumstances arise, we will take reasonable steps to communicate with affected guests and minimise disruption where possible.

Any entitlement to refunds, alternative arrangements or other remedies will be considered in accordance with applicable consumer law and the specific circumstances.

Nothing in this section removes or limits guests' statutory rights.

Guest Insurance

We recommend that guests consider suitable travel insurance to cover unexpected circumstances such as illness, travel disruption, cancellation or damage to personal belongings.

Travel insurance is not a requirement of booking but may provide additional peace of mind.

Our Legal Responsibilities

Highland Heights Luxury Glamping is committed to providing accommodation and services with reasonable care and skill and fulfilling its contractual obligations.

Nothing in these Terms & Conditions is intended to exclude or restrict any rights or remedies available to guests under applicable consumer protection legislation.

Where Highland Heights Luxury Glamping is legally responsible for a loss, claim or failure to provide contracted services, the matter will be considered in accordance with applicable law.

10. REPORTING PROBLEMS DURING YOUR STAY

If guests experience any problems with their accommodation, facilities or other aspects of their stay, we kindly ask that they contact us as soon as reasonably possible.

This allows our team the opportunity to investigate the issue and, where possible, resolve it during the stay.

Guests can contact us using the contact email address provided following their booking, or through the contact information available in their digital guest guide.

As a small family-run business, we may not always be able to respond immediately, but we will endeavour to assist as soon as reasonably possible.

Complaints After Departure

If guests remain dissatisfied following their stay, they are welcome to submit a written complaint using the contact email address provided with their booking or through the contact form on our official website.

We ask that complaints include the booking reference, dates of stay and a description of the concern, together with any relevant supporting information.

We will review complaints fairly, taking account of the circumstances and any steps taken to address the matter during the stay.

Although we encourage guests to raise concerns promptly, failure to report an issue during the stay does not automatically remove any statutory rights or entitlement to an appropriate remedy.

11. CHANGES TO BOOKINGS, UNFORESEEN CIRCUMSTANCES & CANCELLATIONS BY HIGHLAND HEIGHTS

At Highland Heights Luxury Glamping, we understand that plans can sometimes change. We aim to be as helpful and accommodating as reasonably possible while ensuring that booking arrangements remain fair and consistent for all guests.

Guest Requests to Change a Booking

Guests wishing to amend their booking dates, accommodation or other reservation details should contact Highland Heights Luxury Glamping using the contact email address provided following their booking.

All changes are subject to availability and must be agreed in advance.

Where an alternative date or accommodation has a different price, guests will be informed of any additional charges or applicable refunds before confirming the change.

Requests to change booking dates are considered at our discretion and are not guaranteed.

Unless otherwise agreed or required by law, requests to cancel a booking remain subject to our cancellation policy outlined in Section 2.

Changes Made by Highland Heights

Occasionally, circumstances may arise that require us to make changes to a confirmed booking.

These may include essential maintenance, unexpected equipment failures, safety concerns, severe weather or other circumstances affecting the accommodation or facilities.

Where a significant change is necessary, we will contact affected guests as soon as reasonably possible to explain the situation and discuss available options.

Depending on the circumstances, these may include alternative accommodation, a change of dates or an appropriate refund.

We will not make material changes to a confirmed booking without addressing any rights or remedies available to guests under applicable consumer law.

Cancellation by Highland Heights

In the unlikely event that Highland Heights Luxury Glamping is unable to honour a confirmed booking, we will notify the affected guest as soon as reasonably possible.

Where we cancel a booking because we are unable to provide the accommodation, guests will be offered a full refund of payments made for the affected booking or, where available and acceptable to the guest, an alternative date or suitable accommodation.

Guests will not be required to accept an alternative arrangement instead of a refund where they are legally entitled to one.

Any additional legal rights or remedies will remain unaffected.

Severe Weather & Unforeseen Events

Highland Heights is situated in a rural Highland location, where severe weather and unexpected events can occasionally affect travel, access, accommodation or facilities.

Such circumstances may include:

Heavy snowfall, ice, storms or flooding.
Road closures or significant access restrictions.
Unexpected utility or essential service interruptions.
Emergency repairs or safety concerns.
Other events beyond our reasonable control.

We will take reasonable steps to minimise disruption and communicate relevant information to affected guests.

Where accommodation cannot be provided or a booking is materially affected, any refund, alternative arrangement or other remedy will be determined in accordance with applicable consumer law and the circumstances.

Guests who are unable to travel because of personal circumstances, transport disruption or unsuitable vehicles should contact us as soon as possible. Our standard cancellation terms will generally apply unless otherwise agreed or required by law.

We recommend that guests consider suitable travel insurance to protect against unexpected travel disruption or cancellation.

Site Development & Expansion Works

Highland Heights Luxury Glamping is currently undergoing an exciting expansion, with construction of additional accommodation taking place within the grounds.

While we are taking steps to minimise disruption, guests may notice construction activity, machinery and ongoing groundworks during their stay.

Guests who made their booking before 1 September 2026 are entitled to choose between a full refund or a complimentary change of dates following notification of the expansion works.

This option is available regardless of whether the works are expected to directly disrupt their stay.

Alternative dates are subject to availability, and any difference in accommodation rates will be discussed before a change is confirmed.

Guests who booked on or after 1 September 2026 are generally subject to our standard booking and cancellation terms, provided that relevant information about the works was made available before booking.

These arrangements do not affect guests' statutory rights where the accommodation or services provided do not meet contractual or legal requirements.

Further information about our current development, including updates on construction activity, is available on our dedicated website expansion page.

Our Commitment to Guests

We will always aim to communicate openly, act reasonably and find appropriate solutions where unexpected circumstances affect a booking.

Nothing in this section excludes or restricts guests' statutory rights under applicable consumer protection legislation.

12. General Terms, Governing Law & Contact Information

About Us

Highland Heights Luxury Glamping is operated by Highland Heights Luxury Glamping Ltd, a company registered in Scotland under company number SC474289.

Registered Office Address:

Highland Heights Luxury Glamping Ltd
Heights of Inchvannie
Strathpeffer
IV14 9AE
Scotland

Official Website:
www.highlandheightsluxuryglamping.co.uk

Acceptance of Terms & Conditions

By completing a reservation with Highland Heights Luxury Glamping, guests agree to the Terms & Conditions applicable to their booking.

Guests are encouraged to read these terms carefully before making a reservation.

These Terms & Conditions apply to bookings made directly through our website. Bookings made through third-party platforms may also be subject to the relevant platform's booking terms, as communicated at the time of reservation.

Changes to Our Terms & Conditions

We may update these Terms & Conditions from time to time to reflect changes in our services, facilities, operating procedures or legal requirements.

The latest version will be published on our official website.

Changes to our Terms & Conditions will not retrospectively alter the terms of an existing confirmed booking without the guest's agreement, except where required or permitted by applicable law.

Accuracy of Website Information

We make reasonable efforts to ensure that information, descriptions, photographs, prices and availability displayed on our website are accurate and up to date.

Occasionally, minor changes to furnishings, décor, equipment or facilities may occur as part of routine maintenance and improvements.

Where a significant change affects a confirmed booking, we will communicate with the affected guest and address any applicable contractual or statutory rights.

Third-Party Services

Certain services, including payment processing, booking platforms and optional arrangements with external providers, may be supplied or facilitated by third parties.

Where guests purchase services directly from an independent provider, that provider's own terms may apply.

Nothing in this section removes Highland Heights Luxury Glamping's legal responsibilities for services that form part of a guest's contract with us.

Severability

If any provision of these Terms & Conditions is found to be unlawful, invalid or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

Governing Law

These Terms & Conditions are governed by the laws of Scotland.

Any disputes arising from a booking will be subject to the jurisdiction of the Scottish courts, without affecting any mandatory rights guests may have to bring proceedings in another jurisdiction under applicable consumer law.

Contacting Highland Heights Luxury Glamping

If you have any questions about these Terms & Conditions, your booking or your stay, please contact us using the contact form on our official website:

www.highlandheightsluxuryglamping.co.uk

Guests with confirmed reservations may also contact us using the email address provided following their booking.

As a small family-run business, we may not always be able to respond immediately, but we will get back to you as soon as reasonably possible.

Your Statutory Rights

Nothing in these Terms & Conditions excludes, limits or affects any rights or remedies that guests are entitled to under applicable consumer protection legislation.