Terms & Conditions | Crieff Hydro Family of Hotels

To make a reservation you have to:

Be at least 18 years-old.
Accept these terms and conditions on behalf of all members of your party.
Accept the responsibility of settling all outstanding balances when you leave.

All of our rates include VAT on the current rate at the time of booking and are subject to change without notice.

If you’ve booked a hotel advance purchase (Pay Now, Pay Less) package:

It’s our best value for money rate, no doubt about it. But the main reason for this is that you’ll pay the full amount when you book, Sorry, pay now, pay less is non-refundable and cannot be cancelled nor transferred to another date. All other special offers are non-refundable and also cannot be cancelled. We advise that if you have travel insurance which covers cancellation, you may be able to claim through your insurance provider.

We find that most of the time, cancellations are due to unforeseen circumstances. But, to be as fair as we can to all of our customers, we’ll stick to the cancellation terms and charges that apply, whatever the circumstances are.

If you’ve booked a hotel best flexible package:

We don’t even ask for a deposit, so you can pay the full balance of your stay when you arrive.

Our best flexible packages allow for cancellations up to 48 hours before you arrive with payment taken on check-in. Up until this point, you’re free to transfer your booking to other available dates. If changing date, a different rate may apply as original rates will not be applicable. But, if you choose to cancel after 3:00pm, 48 hours before you’re due to arrive, then we can’t offer an exchange, and payment will still be taken from your credit card. In this situation, the only way to get your money back is if you’re covered by holiday insurance for an insurable reason.

In some cases, we might not have rooms or packages available on your new dates, so some changes may not be possible – but our team can advise you on this.

If you’ve booked into the bunkhouse at our Kingshouse Hotel:

All booking at our bunkhouse are fully pre-payable, non-refundable or transferable and your credit card will be charged with the full amount upon receipt of the booking.

Special packages

In addition to these terms and conditions mentioned above, some special packages (e.g. Christmas and New Year etc) may have additional terms attached to them, these will be displayed at the time of booking, and they’ll form part of your contract.

If we need to change your booking:

Even if we’ve given you a confirmation, we still have the right to refuse or change any booking. On the rare occasion that this might happen, we’d notify you as soon as possible.

You’d then have the choice to accept our changes, change your booking to another hotel we operate, change to an alternative date, (although we can’t guarantee that the price will be the same, and if it’s more, you’ll need to make up the difference) or you can cancel your booking.

If you do cancel because we’ve made a change, you’ll be refunded any money you’ve paid in advance of your stay, although we won’t be liable for anything beyond that without written confirmation prior to cancelling.

What’s included in your package?
Your package may contain a number of included items, such as breakfast, dinner, childcare etc. These will be detailed at the time of booking, and you’ll need to make a reservation for these items so you can be sure to take full advantage of what’s included. It’s up to you to use these and there’s no refund for unused components of your package.

Check-in and registration

So you can make the most of your stay, we’ve introduced several ways to reduce your time doing the boring bits so you can get on to the good bits.

A week before you're due to arrive, you’ll receive a pre-registration email – if you’re able to fill this in before your check-in day, it will speed up the check-in and let you get on with having fun.

Once in reception, head to the desk and pick up your key card. We’ll take a mandatory pre-authorisation of £50.00 per night from your credit card on check-in per room to allow you to charge everything back to your bedroom during your stay. This is released back into your account by your bank within 14 working days. Please note, the hotel is not holding your money.

Arriving from across the water? Be sure to keep your (and the rest of the family’s) passport handy as we require a few details. Without it, you may not be able to stay but you’ll still have to pay what’s owed for the accommodation.

Check-out

Try our speedy check-out. On the morning of your departure, you’ll receive an email with your bill details. If all is ok, just click accept and leave your key in your room when you leave. Heads-up, your key will not work after you have done this so it’s best not to do this until you are ready to leave.

If you’ve any queries with your bill, just give our reception team a call on “0” from your room.

We know you won't want to leave after your stay but we're sorry, if you check-out late we'll have to charge you £50 for every hour you are late.

Gratuity Charge

COVID-19 has made our hotel cash-free. To make it easy to get tips to our team, if you want to, we’ve added an optional service charge of 10%. Every penny of this is shared between our Food & Beverage team members. The service charge is entirely optional – if you want it removed you need only ask.

LOST PROPERTY

The hotel takes no responsibility for items or property lost or left on the premises or within the grounds as per Hotel Proprietors Act 1956.
Any lost property not claimed within 4 weeks will be disposed of at our discretion.
If you have contacted us about an item(s) of lost property we will confirm the cost of postage to return this to you.

Other Terms:

Although we make every effort to ensure the accuracy of the information set out on our websites and marketing campaigns, we’re only human, so if you spot any discrepancies between our offers and your confirmation email, make sure to flag these up to us as the confirmation is what we go from. We reserve the right to vary, amend, supplement or cancel any of the information or offers featured on our websites, email campaigns, or otherwise at any time.

All details are correct at the time of going to print, however, they may change from time to time.

Under the Hotel Proprietors Act, persons under the age of 18 must be accompanied by an adult.

Commission payments will only be made to partners that have a valid and pre-approved partnership agreement. The terms of commission, including rates and payment schedules, will be detailed in the partnership agreement. Bookings made through unauthorized channels or partners not pre-approved by Crieff Hydro Family of Hotels will not be eligible for commission payments.

Images shown on our website and other marketing materials are representative of the bedrooms, bathrooms and public areas available at the hotel. However, even our rooms that are within the same room type tend to differ slightly so your room might be different to the ones that are shown.

We accept no liability in the event that any of your personal belongings or those of your party are lost and/or damaged within the hotel. If the property of the resort is deliberately or negligently damaged by you or any member of your party, you’ll be fully responsible for the repair or replacement of the property in question. Please note that charging bike batteries or bringing electric bikes to charge in bedrooms is prohibited for safety reasons.

We have some house rules and policy for the consumption of alcohol, to ensure that each of Crieff Hydro Family of Hotels can operate as a licensed premise. We ask that all of our guests familiarise themselves and adhere to our house rules and policy for the sale of alcohol, regulated under the Licensing Act (Scotland) 2005. You’ll find these rules clearly displayed in all of our bar areas.

Dining with us?

We value our customers and strive to provide an exceptional dining experience. In order to ensure that all guests have the opportunity to enjoy our services, when making a reservation, you agree to the following terms and conditions:

Reservation Confirmation: A reservation is considered confirmed once you receive a confirmation email.
Changes to Reservation: We kindly ask that you notify us at least 24 hours in advance if you need to cancel or modify your booking. We will do our best to accommodate changes, but if you fail to show up at the modified time, the No-Show Fee will apply.
Late Cancellations: If you cancel your reservation within 24 hours of your scheduled time, a cancellation fee of £10 per booking will apply.
No-Show Fee: If you fail to show up for your reservation (i.e., a "no-show"), a fee of £10 per person will apply. This fee helps us compensate for the lost opportunity and covers some of the costs incurred by the restaurant due to the unfilled table.
Group Bookings: For reservations of 10 or more guests, if you cancel your reservation within 48 hours of your scheduled time, a cancellation fee of £10 per person will apply.
Charges: The no-show or cancellation fee will be charged to the credit or debit card provided at the time of booking and is non-refundable.

By making a reservation with us, you acknowledge and agree to these terms. Thank you for understanding and for your cooperation in helping us provide the best possible dining experience for all our guests

Allergen statement

We take food allergies and dietary restrictions seriously. To ensure the safety and enjoyment of all guests, it is your responsibility to inform us of any allergens or dietary concerns prior to the event. While we make every effort to accommodate special requests, we cannot guarantee an allergen-free environment due to potential cross-contamination. An allergen matrix is available that details each component of the dish, this can be provided by your server.

Pre-order requirement for group reservations

For group bookings of 10 or more guests, we kindly request that you provide a pre-order for your meals at least 48 hours prior to your reservation. This allows our team to ensure a smooth dining experience and the highest quality of service for your group.

Please send your pre-order details to preorders@crieffhydro.com along with any dietary preferences or special requests. We appreciate your cooperation and look forward to hosting you.

High chair policy

High chairs are considered part of the total guest count and will be included as covers in your reservation. This ensures we can allocate adequate space and provide a comfortable dining experience for everyone in your party.

Pram policy

To ensure a safe and comfortable environment for all guests, we kindly ask that prams be left outside the restaurant entrance. Please note that prams are left at your own risk, as the restaurant cannot take responsibility for any loss or damage.

And that’s all folks. If you made it all the way through, give yourself a well-deserved pat on the back.

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Staying at Crieff Hydro Resort? Here's a few more terms and conditions

BIG Country
Free childcare for 2 – 12-year-olds is available to those who book directly with us for one night or more; kids can enjoy up to two hours per night stayed. Your free session can be booked either on the day of arrival or day of departure, subject to availability.

Each session can welcome up to 140 children and spaces are reserved on a first-come, first-serve basis. We recommend you book in advance online to secure space as in busy times we can fill up fast and have no sessions left. If this happens we cannot offer a refund as the offer is included free of charge within your room rate.

Self-catering stays
To secure your booking, we’ll just need a 10% deposit payment when you book (excluding festive packages and fully pre-payable offers), and you won’t need to pay the remaining balance until at least four weeks before you arrive. We’ll send you a SOTpay link four weeks before you're due to arrive for you to make the final payment. If you book your stay within the four week period, then we’ll take the whole shebang upfront.

You can cancel your booking at any time before arriving, but any payments received are non-refundable and can’t be exchanged for other reservation dates, accommodation, goods or services.

Making the most of your stay

Check-in online before you arrive and we’ll email you directions.
Pick up your sanitised key card together with your welcome pack at the reception.
Pre-order your Hydro @ Home meals here along with drinks to be ready for when you arrive. We also have collections from our restaurant outlets.

Event terms and conditions at Crieff Hydro Resort

Booking Terms & Conditions

1). Charges and payment

A 20% non-refundable deposit is required to secure your booking, this must be cleared in the Hotel bank account by the due date as stated on the contract and is non-refundable. VAT will be charged at the prevailing rate at the time of the event.
In the event of payment becoming overdue, interest at 4% above the Hotel’s current payable bank base rate, as at the date of invoices, will be added to the client’s account.
In the event an advance deposit is overdue by 7 days from the due date, the Hotel reserves the right to cancel the event and the cancellation fees as detailed in clause 3.2 will become payable immediately.
Billing will be based on guaranteed or actual numbers, whichever is greater.
The Client is also responsible to pay, within 30 days of our invoice, for all food, beverages and other services requested by you, your employees, guests, customers, clients or invitees during the Event, and which are not included within the agreed rate per guest. Except in so far as you have instructed us in writing to obtain cash settlement from persons requesting food, beverages or other services.

2). Amendments by the Client:

Amendments to guest numbers and or arrangements must be confirmed to the Hotel in writing.
In the event that the number attending the Event exceeds the number advised at the time of booking, we shall use our reasonable endeavours to provide service and accommodation if required, for the increase numbers. We shall levy additional charges at the agreed rate per guest, or per room, for such increased numbers.
Reduction in the duration or contracted value of the booking will be subject to the Hotel’s cancellation policy.
Billing will be based on contracted or actual numbers, whichever is the greater. Final timings, menus and any special requests must be confirmed to the Hotel at least 21 days prior to the event. Any adjustments in billing after this must be settled 14 days prior to arrival.

3). Cancellation

If the client has to cancel or postpone a confirmed booking the Hotel will make every effort to re-sell the facilities to a third party for the same dates on no less favourable terms on the Client’s behalf, however, if unsuccessful full cancellation charges will apply.

If the contract is terminated within the following time periods the Client will be required to pay the following.

Time Frame Cancellation Charge:

Cancellations 365 days+ in advance - retention of deposit or 20% of total anticipated charges if full credit has been granted.
Cancellations between 365 and 180 days in advance - 50% of total anticipated charges.
Cancellations between 180 and 90 days in advance - 75% of total anticipated charges.
Cancellations thereafter - 100% of total anticipated charges.

Should the Hotel for reasons beyond its control need to make any amendments to the Client’s booking, the Hotel reserves the right to offer an alternative choice of facilities.
Should the Client make significant changes to the programme, in terms of numbers and/or dates, this may result in amendments in the applicable rates and/or facilities offered by the Hotel in relation to the new criteria.
This agreement may be cancelled by the Hotel, without penalty or liability, if in the sole discretion of the Hotel the presence of the Client would pose a risk to the safety of the guest’s in the hotel or the public at large.

4). No Show charges

If guests with guaranteed bookings do not arrive, no-show charges will be applied at 100% of the total anticipated accommodation charges.
Function rooms are available at pre-agreed times. Any extension may incur additional charges. A reduced time will not result in any reduction of the charges being levied.

5). Clients Use of the Hotel

The Client and persons attending the function room:

Comply with all licensing, health and safety and other regulations relating to the Hotel and is responsible for proper and safe erection of any equipment pre-agreed during event period.
Not carry out any electrical or other works at the Hotel, including amplification and lighting, without the Hotel’s prior written consent.
Not bring any dangerous or hazardous items into the Hotel and remove any such items promptly when requested to do so by a member of the Hotel management or any authorised person.
Not consume any food or drink not supplied by the hotel or its authorised caterers, without the Hotels’ prior written consent.
Not act in an improper or disorderly manner, leave promptly at the appropriate time and comply with any reasonable request’s by Hotel employees.
Decorations or displays brought into the Hotel by the Client must be approved prior to arrival by the Conference Sales Manager. It is our policy that items may not be attached too any fixed walls with nails, staples, tape or any other substance. We would be happy to assist in organising display boards for your conference.

6). Liability

Subject to its liability under the Hotel Proprietors Act 1956, the Hotel will not be liable or responsible for any jewellery, luggage, clothing or other property of the Client brought onto the Hotel by the Client, Client’s employees, guests, customers or invitees.

7). General

The Hotel reserves the right to approve or refuse externally arranged entertainment, services or activities and cannot accept liability for any resultant cost.
The company reserves the right to remove any person from the Hotel who are considered posing threat to other staff or guests.
Client must reimburse the costs of repairing any damage caused to the property, contents or grounds of the Hotel by any of its guests or sub-contractors.
The Hotel’s name/logo may be used in publicity, once the Hotel has agreed a proof of the promotional material.
The Client shall not bring, or allow to be brought, liquor from outside the Hotel for consumption during an event at the Hotel.
A liquor licence extension is necessary for all events taking place outside all normal licensing hours. Depending upon the closing time of the event, an extra charge may be made for such an extension. The Hotel provides no guarantee an extension will be granted and whilst we will use our own reasonable endeavours to obtain such an extension, any refusal shall not entitle the Client to terminate the contract.

8). Force Majeure

The Hotel shall not be in breach of this Agreement nor liable for delay in performing, or failure to perform, any of its obligations under this Agreement if such delay or failure result from the occurrence of circumstances beyond its reasonable control including without limitation:

Industrial action, strikes, lockouts, blockades, riots, acts of war, acts of terrorism, piracy, destruction of essential equipment or the facilities (or part thereof) by fire, explosion, storm, flood, earthquake.
Failures of, shortages in or a loss of access to equipment, power, supplies, fuel or transport facilities; or
Failure of third party to provide required consent, exemption or clearance unless caused by the act or omission of either party (each a “Force Majeure Event”).

The Hotel shall use its reasonable endeavours to relocate your Event if it is affected by a Force Majeure Event and if the alternative proposed by The Hotel is in the circumstances reasonable then you shall agree to such change and no refund will be given.

9). Data Protection

In order to provide you with our services we will process personal data, including contact details of those making the booking and those attending the event. This will be processed using the legitimate interest legal basis we have to do business. Please advise if there are any particular issues of privacy that we should know about in relation to your booking and those attending your event.

10). Privacy Policy

Click here for our privacy policy, which explains how we process personal data.

11). Client Property/Equipment

Should any property or equipment be left behind from an event with no instructions for uplift or disposal we will inform you for a decision and if need be store for a maximum of 4 weeks from date of event, thereafter disposing of accordingly.

Frustration of the Contract

If the company is prevented or hindered from carrying out any of its obligations by circumstances beyond its reasonable control, including but not limited to government interventions, strikes or labour disputes, actions, Acts of God, national or local disasters or War, then the Company’s liability to the Client shall be no greater than the amount actually paid by the Client to the Company in respect of the event.

Any changes made by either party will not be legally binding unless it has been confirmed by both parties. Changes to group numbers may lead to the re-negotiation of menu choices and room assignments.

Your booking is non-transferable and shall be governed by Scottish law.

Owned by Crieff Hydro Hotel Ltd.

Crieff Hydro Limited, Registered in Scotland SC000268, Registered office: Strathearn House, Crieff, Perthshire PH7 3LQ.

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