Terms & Conditions
LHH Contract Terms
1. These terms
1.1 What these terms cover.
These are the terms and conditions on which we, as agents for the relevant Owner, arrange holiday accommodation for you.
1.2 Why you should read them.
Please read these terms carefully before you submit your offer to book and reserve a property (which, in these terms, is called your “order”) to us. These terms set out the basis on which the contract with the Owner is made, tell you who we are, how the holiday accommodation will be supplied to you, how the contract may be changed or brought to an end, what to do if there is a problem and other important information. If you think anything is unclear, please contact us to discuss your concern.
2. Information About Us And How To Contact Us
2.1 Who we are.
We are Large Holiday Houses Limited a company registered in Scotland. Our company registration number is SC257194 and our registered office is at Newfield, Balblair, Dingwall, Ross-Shire, IV7 8LQ. Our registered VAT number is 761615923. We trade as “LHH” or “LHH Ltd”.
2.2 Who you are contracting with.
We are agents for the owners of the holiday accommodation, and your contract is with the owner of the property you reserve (the “Owner”). The name and contact information of the Owner will be provided to you prior to your holiday. However, for convenience and unless otherwise stated or required by the context, “we” or “us” in these terms generally includes both LHH, as agents, and the relevant Owner.
2.3 How to contact us.
You can contact us by telephoning our customer service team at 01381 610496 or by emailing us at firstname.lastname@example.org or by writing to us at Newfield, Balblair, Dingwall, Ross-Shire, IV7 8LQ.
2.4 Who you should contact.
For all matters, please contact LHH in the first instance, as the Owner’s agent.
2.5 How we may contact you.
If we or the Owner have to contact you we will do so by telephone or by writing to you at the email address or postal address you provide to us in your order.
2.6 "Writing" includes emails.
When we use the words "writing" or "written" in these terms, this includes emails.
3. The Owner’s contract with you
3.1 How we will accept your order.
Acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and the Owner and your order becomes a confirmed booking (“reservation”) for the dates you have chosen.
3.2 If we cannot accept your order.
If we are unable to accept your order, we will inform you of this in writing and will not charge you anything for considering the order. This might be because the property is unavailable, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the accommodation or because information you have provided makes the order otherwise inappropriate for us to accept.
3.3 Holiday lettings only.
Unless otherwise agreed in writing, our properties are let to you for holiday purposes only.
4. Our Accommodation
4.1 Accommodation may vary slightly from the pictures.
All properties listed are visited and inspected prior to being included in our portfolio. The images of the accommodation on our website and in our brochures were accurate at the time of our visit to that property, but are for illustrative purposes only. If you have any particular requirement or concern with regard to any image that you would like us to address, please raise your concern before submitting your order.
4.2 Restrictions on who may occupy a property.
We do not accept bookings for hen parties, stag parties, weddings or other special events without prior discussion and our prior written agreement. You must be 21 years or over when submitting the order and, by submitting your order, you accept responsibility for the behaviour of all those who either stay in the property or visit you there. You are responsible for maintaining up to date contact details of all those who stay in the property or visit you during your stay. The number of occupants staying overnight must not exceed the stated house capacity except with our prior written agreement. Failure to comply with these restrictions will entitle us to terminate your right of occupancy with immediate effect and to retain any rental fees held by us. Such failure may also invalidate the Owner’s insurance and lead to an additional claim against you for any damage or loss suffered by the Owner, including but not limited to any uninsured losses.
4.3 No smoking.
All properties are non-smoking, and a deduction from your Good Housekeeping Deposit will be required if evidence of smoking or vaping is detected during or after your stay.
Some of our properties permit pets, but only if permission is indicated on the order page for the relevant property on our website. Pets must not be taken to properties which do not indicate pets are welcome. This is particularly important for customers who rely on our No Dogs Assurance for the purposes of allergies and personal preference. Properties which permit pets each allow dogs, but any other type of animal is only permitted by prior written agreement. There is a surcharge of £25 per pet per reservation. You must observe any relevant property regulations on the admittance and management of pets. For all properties, pets are not permitted upstairs, in bedrooms or on soft furnishings. Pets must not be left unattended at any property. You must always clean up after your pets.
4.5 Arrival and departure.
You may arrive at your accommodation any time after 16:00 on the first day of your stay, and must vacate the property before 10:00 on the final day of your stay. Early arrival or late departure is likely to impact the cleaning of the property, and may result in a deduction from your Good Housekeeping Deposit or, in the case of early arrival, a refusal of access to the property until 16:00. If your arrival will be later than 20:00, please contact the Owner (or other person notified to you for access purposes) to make special arrangements. Failure to do so may result in you being unable to access the property on the first day of your stay.
4.6 Fuel and heating.
Any central heating system will be set on timers for certain periods of the day to keep the property at acceptable temperatures for all seasons. Such fuel is provided and included in the rental price for all properties. However, the fuel included is not unlimited and special arrangements can be made for you to purchase additional fuel and central heating.
4.7 Internet services.
Where internet access is offered at a property, it is not guaranteed to be provided without interruption or to be up to a particular standard. Most internet access is provided for basic browsing purposes only and may not be suitable for streaming, downloading or other more demanding uses. Please contact LHH for further details of the access available at your chosen property. You must comply with any relevant property regulations on internet use. There may be limitations on use and further charges required for enhanced access. Satellite-based services for remote locations can be particularly expensive if limits are breached. Any additional costs incurred due to a breach of any relevant property regulations may be deducted from your Good Housekeeping Deposit. If you require a particular level of internet access during your stay, please enquire with the Owner in advance of your stay to make special arrangements.
5. Good Housekeeping
5.1 Condition of the property.
You agree to keep the house and its contents in the same condition of cleanliness, repair and general order as when you first arrived.
5.2 You must provide a Good Housekeeping Deposit.
You must provide a deposit which, in normal circumstances and without limiting your liability to the amount of the deposit, would potentially cover cleaning, repair and other costs incurred by the Owner should you fail to comply with these terms (the “Good Housekeeping Deposit”).
5.3 When and how to provide the Good Housekeeping Deposit.
The Good Housekeeping Deposit must be provided 21 days or fewer prior to the start of your stay. It can be deposited with LHH by credit card pre-authorisation, bank transfer or by payment from a debit card via your account on our website or over the phone. If no deduction from your Good Housekeeping Deposit is required, the credit card pre-authorisation will be cancelled or the debit card payment refunded, as appropriate, within seven days of the end of your stay.
5.4 Amount of Good Housekeeping Deposit.
The amount of the Good Housekeeping Deposit varies from property to property and is shown on the order page for each property. An increased Good Housekeeping Deposit is required for special events, such as weddings and parties, and must be paid by debit card or bank transfer.
5.5 How a claim will made against your Good Housekeeping Deposit.
If the Owner requires a claim to be made against your Good Housekeeping Deposit, they will notify us within seven days of the end of your stay. We will deduct the appropriate amount and notify you of the deduction. The Owner is required to provide you with a breakdown of the claim.
5.6 Forfeiting the entire Good Housekeeping Deposit.
Where a pet has been taken into a property which does not permit pets or pets have been allowed into restricted areas, or smoking/vaping has taken place during your stay, the full Good Housekeeping Deposit may be retained to pay for a deep clean of the property.
6. Your Rights To Make Changes
6.1 If you wish to make a change to the reservation you have made please contact us.
We will let you know if the change is possible. If it is possible we will let you know about any changes to the rental price or anything else which would be necessary as a result of your requested change, and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract (see clause 8 - Your rights to end the contract).
6.2 COVID-19 and Government restrictions.
Before submitting your order, you will have been directed to the LHH Policy on Government Lockdowns and Related Regulations/Guidance and, by submitting your order you confirm you have read and accepted this policy and agree to comply with its terms. In particular, you accept you have been advised to take out travel insurance, which includes Covid 19 as an insured risk, or agree that you will accept, self-insure and bear any losses which result from matters associated with Covid 19 and will not therefore claim any refund from us if we are unable to arrange the holiday accommodation and perform the rental contract because of any government restrictions relating to Covid 19.
For our part, we will assist you in making any insurance claim and otherwise comply with the LHH Policy on Government Lockdowns and Related Regulations/Guidance.
7. Your Reservation
7.1 Reservation dates.
Your reservation will be for the dates set out in your order as accepted in our confirmation email.
7.2 What will happen if you do not give required information to us.
We may need certain information from you so that the accommodation can be supplied to you, for example, the number and age categories of occupants, and details of any pets or special requirements. We will contact you in writing to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract (and clause 10.2 will apply) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result of your failure to give us any of the required information. We will not be responsible for the late arrangement of or any failure to arrange the accommodation or any part of it if this is caused by you not giving us the required information within a reasonable time of us asking for it.
7.3 We may cancel your reservation if you do not pay.
If you do not pay us for the reservation when you are supposed to (see clause 10.1) and you still do not make payment within seven days of us reminding you that payment is due, we may cancel your reservation. We will contact you to tell you we are cancelling your reservation and to require the overdue payment. In addition, we can also charge you interest on your overdue payments (see clause 12.6).
8. Your Rights To End The Contract
8.1 You can always end your contract with us but the legal consequences of doing so will vary.
Your rights and obligations when you end the contract will depend on what accommodation you have reserved, whether there is anything wrong with it, how we are performing and when you decide to end the contract:
(a) If the accommodation does not conform to the contract or has been mis-described to a material extent you may have a legal right to end the contract (or to have the contract re-performed or to get some or all of your money back), see clause 11;
(b) If you want to end the contract because of something we have done or have told you we are going to do, see clause 8.2;
(c) If you have just changed your mind about the reservation, see clause 8.3. You may be able to get a refund if you are within the initial 48 hour cooling-off period, but this may be subject to deductions;
(d) In all other cases (if we are not at fault), see clauses 8.4 and 8.5.
8.2 Ending the contract because of something we have done or are going to do.
If you are ending a contract for a reason set out at (a) to (c) below, the contract will end immediately and we will refund you in full for any reservation which has not been fulfilled. The reasons are:
(a) we have told you about an upcoming significant change to the property or any change to these terms which you do not agree to, including under clause 10.4;
(b) we have told you about an error in the price or description of the property you have reserved and you do not wish to proceed; or
(c) you have a legal right to end the contract because of us not complying with the contract.
8.3 Exercising your right to change your mind.
Unlike many online purchases, there is no statutory requirement for a cooling off or cancellation period for reservations of residential accommodation. However, we offer a 48hrs cooling off period during which you can change your mind (unless the reservation is made within seven days of the stay, see clause 8.4). The cooling off period starts when we accept your reservation in our confirmation email.
8.4 When you don't have the right to change your mind.
The 48hrs cooling off period does not apply to reservations made within seven days of your stay commencing.
8.5 Ending the contract when we are not at fault and there is no right to change your mind.
Even if we are not at fault and you do not have a right to change your mind (see clause 8.1), you can still end the contract before it is completed, but, if you do so, you may not be entitled to a refund (see clause 9.2). Please contact us if you would like to end the contract.
9. How To End The Contract With Us (including if you have changed your mind)
9.1 Tell us you want to end the contract.
To end the contract with us, please let us know by doing one of the following:
(a) Phone or email. Call customer services on 01381 610496 or email us at email@example.com. Please provide your name, home address, details of the reservation and, where available, your phone number and email address.
(b) By post. Write to us at Newfield, Balblair, Dingwall, Ross-Shire, IV7 8LQ, including details of your reservation and your name and address.
9.2 When you are (and are not) entitled to a refund.
(a) If you are exercising your right to change your mind within the 48hrs cooling off period, you will receive a full refund less a 2% administration fee.
(b) If you are cancelling your reservation for a reason set out in clause 8.2, you will receive a full refund.
(c) If you are cancelling your reservation after the 48hrs cooling off period, and not for a reason set out in clause 8.2, and if:
(i) you have paid your full balance and the property is subsequently re-let for your reservation dates, you will receive a full refund (or a proportionate refund if only some of your reservation dates are re-let) less a £60 administration fee;
(ii) you have paid your full balance and the property is not subsequently re-let for your reservation dates, you will not receive a refund, but you will have the option to reinstate your booking up to one week before the start of your reservation subject to a £30 administration fee;
(iii) if you have paid only your deposit and do not pay the balance by the due date (even if that date falls after your cancellation), you will forfeit the deposit.
9.3 How we will refund you.
If a refund is available, we will refund you the appropriate amount (less any deductions provided for in these terms) by the method you used for payment where possible.
9.4 When your refund will be made.
We will pay any refund due to you as soon as possible after it becomes due, and in any case:
(a) if your refund is in accordance with clause 9.2(c), any refund due will be paid within 14 days of our receipt of the full balance from the replacement occupiers when the property is re-let; and
(b) in all other cases when you are entitled to a refund, it will be paid within 14 days of you telling us you have changed your mind.
10. Our Rights To End The Contract
10.1 We may end the contract if you break it.
We may end the contract at any time by writing to you if:
(a) you do not make any payment to us when it is due and you still do not make payment within seven days of us reminding you that payment is due;
(b) you breach clause 4.2 (Restrictions on who may occupy the property) or clauses 4.3 (Pets) or 4.4 (Smoking) or we have reasonable grounds to believe such a breach is likely;
(c) you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to perform the contract.
10.2 When we may refuse you access or further access to the property or require you to vacate the property.
We may require you to vacate the property or may refuse you access to the property in the following circumstances:
(a) you breach clause 4.2 (Restrictions on who may occupy the property) or we have reasonable grounds to believe such a breach is likely;
(b) you bring any pet to a property that is not indicated to be pet friendly, or otherwise fail to comply with clause 4.4 (Pets) or any relevant property regulations on pets;
(c) you arrive at the property prior to 16:00 (or other agreed arrival time) on the first day of your stay or depart from the property after 10:00 (or other agreed departure time) on the last day of your stay;
(d) you or any guest smokes in the property;
(e) you or any guest engage in illegal or anti-social behaviour;
(f) intentional or significant damage is caused to the property or its contents during your stay.
10.3 Consequences if you break the contract.
If we end the contract in the situations set out in clause 10.1 or clause 10.2, and given the legitimate interests of LHH and its owners in maintaining the property and the reputation of LHH and the relevant owner, a refund will not be payable.
10.4 We may withdraw the property.
On very rare occasions, due to exceptional circumstances, we may write to you to let you know that your chosen property is no longer available. If that happens we will endeavour to find you alternative and similar accommodation at a similar rental price. If the alternatives offered are unacceptable to you or the rental price is more than you wish to pay, you will be refunded your original rental deposit together with any further payments you have made to us.
11. If There Is A Problem With The Property
11.1 How to tell us about problems.
If you have any questions or complaints about the property, please contact the Owner (or their representative where notified) in the first instance so they can respond and rectify any problems quickly. If this is not possible, please contact us and we will contact the Owner on your behalf. You can telephone our customer service team at 01381 610496 or email us at firstname.lastname@example.org.
11.2 Complaints process.
If your problem is not resolved during your stay, please put your complaint in writing (with photographs where possible) to us within seven days of the end of your stay. We will forward your complaint to the Owner for their response and, though we are the Owner’s agent will, if you wish, act as a mediator between you and the Owner to try to reach a satisfactory solution. Generally, we expect any problems to have first been raised during your stay to allow the Owner an opportunity to address them. Further details are set out in the customer service section of our website.
11.3 Summary of your legal rights.
We are under a legal duty to comply with this contract. Nothing in these terms will affect any of your statutory legal rights.
12. Price And Payment
12.1 Where to find the price for the property.
The price of the property is the price indicated on the order pages when you place your order. We take all reasonable care to ensure the price of the property advised to you is correct. However please see clause 12.3 for what happens if we discover an error in the price of the property you reserve.
12.2 What is included in the price.
Once you receive our confirmation email, payment of the price secures your reservation of the property. The price does not include travel or health insurance, which you should purchase separately. The uninsured nature of all reservations is reflected in the price, and the risk of not being entitled to a refund in circumstances such as those set out in clause 9.2 is allocated to you. This is why we recommend you take out suitable insurance.
12.3 What happens if we got the price wrong.
It is always possible that, despite our best efforts, some of the properties we offer may be incorrectly priced. Our practice is to check prices before accepting your order. For example, where the property’s correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the property’s correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order when an under-pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mistake, we may end the contract, refund you any sums you have paid and cancel your reservation.
12.4 When you must pay and how you must pay.
We accept payment by credit and debit card. When you must pay depends on how far in advance your order is made:
(a) For orders made more than 12 weeks prior to the start of your reservation, a non-refundable deposit of 30% of the full reservation price is due upon the order being placed. We will take this payment upon confirming your reservation. The remaining balance is due no later than 12 weeks prior to the start of your reservation and can be made via your account on our website or over the phone.
(b) For orders made 12 weeks or fewer prior to the start of your reservation, payment in full is due upon the order being placed.
(c) Your Good Housekeeping Deposit will be collected as set out in clause 5.
(d) A booking fee is charged at the time you make your order, as set out on the order page. This is a one-off fee for new customers and is not refundable.
12.5 Non-refundable deposit.
In return for your deposit, you secure your reservation for your chosen property and we take that property off the market for your reservation period, thereby losing the opportunity to market the period reserved by you to others. Your deposit is non-refundable except as set out in clause 9.2.
12.6 We can charge interest if you pay late.
If you do not make any payment to us by the due date we may charge and you must pay interest on the overdue amount at the rate of 3% a year above the base lending rate of The Royal Bank of Scotland plc from time to time. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment.
13. Our Responsibility For Loss Or Damage Suffered By You
13.1 We are responsible to you for foreseeable loss and damage caused by our or the Owner’s breach of contract or negligence.
If we and/or the relevant Owner fail to comply with these terms or fail to use reasonable care and skill and breach any non-contractual duty to you, we and/or the relevant Owner are responsible for loss or damage directly attributable to our breach of contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that was not foreseeable when the contract was made. Loss or damage is foreseeable if either it was obvious that it would happen or if, at the time the contract was made, both we, the relevant Owner and you had been made aware that it might happen, for example, if you discussed it in writing with us during the sales process. Again, we would urge you to consider taking out insurance to protect your losses or against damage in relation to situations where you are not entitled to a refund or are unable to make the reservation for any reason.
13.2 We limit our liability.
Our and the relevant Owner’s liability to you is limited to the amount of the contract price actually paid to us by you. Of the sums you pay under this contract, the price of your reservation (including your deposit) is paid to the Owner and any agency fee is paid to LHH. Your Good Housekeeping Deposit is held by LHH and only paid over to the Owner if a claim is made against it. Any administration fee paid or retained in the event that you change your mind or alter a booking is paid to LHH. However, we do not exclude or limit in any way our or the Owner’s liability to you where it would be unlawful to do so. We and/or the relevant Owner will be liable for death or personal injury caused by our or the relevant Owner’s negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; or for breach of your statutory rights in relation to the contract.
13.3 We are not liable for business losses.
The properties are only made available for private use and, by making the contract, you confirm to us and the Owner that the property will not be used for any other purpose. If, with or without our or the Owner’s approval, you use the properties for any commercial or business purpose neither we nor the Owner will have any liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity. Sub-letting of any of our properties is not permitted and you will be liable for any losses arising from any sub-letting.
14. How We May Use Your Personal Information
14.1 How we may use your personal information.
15. Other Important Terms
15.1 We may transfer this agreement to someone else.
We may transfer our rights and obligations under these terms to another organisation. If any transfer is completed and we are legally able to do so, we will tell you in writing. We will use our best endeavours to ensure that the transfer will not affect your rights under the contract.
15.2 You need our consent to transfer your rights to someone else.
Given our selection process on behalf of the Owner, you may only transfer your rights to the reservation or your obligations under these terms to another person if we agree to this in writing.
15.3 Nobody else has any rights under this contract.
This contract is between you, LHH as agents and the Owner. No other person shall have any rights to enforce any of its terms.
15.4 If a court finds part of this contract illegal, the rest will continue in force.
Each of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
15.5 Even if we delay in enforcing this contract, we can still enforce it later.
If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things or that we have acquiesced in the breach and any such indulgence by us or the Owner will not indicate we have waived any rights to take legal action against you at a later date. For example, if you miss a payment and we do not chase you, we can still require you to make the payment at a later date.
15.6 Which laws apply to this contract and where you may bring legal proceedings.
These terms and any proceedings in any jurisdiction relating to them are governed by Scots law. You can bring legal proceedings in respect of the contract in the Scottish courts. If you live in England or Wales you can bring legal proceedings in respect of the contract in either the Scottish or the English or Welsh courts. If you live in Northern Ireland you can bring legal proceedings in respect of the contract in either the Northern Irish or the Scottish courts.