Terms and Conditions 2017
Managers
Staff
Standard, Premium and Superior Bedrooms All bedrooms throughout the hotels are double-glazed, well insulated and have controllable electric heating. Your bedroom is at the very centre of your holiday and it is essential that it is well equipped, comfortable and restful. In addition, you need the little extras which make all the difference to your holiday experience.
Standard Twin Royal Hotel
YOUR CONTRACT WITH HIGHLAND HERITAGE VALID FOR HOLIDAYS FROM 01/02/17– 31/01/18. APPLIES TO ALL HOTELS INCLUDING ALEXANDRA HOTEL. Your Contract with us must be read in conjunction with your confirmation letter, details on brochure and your receipts for the deposit and final sum due. This brochure supercedes all previous publications as of 01/12/16. The Hotels comply with all current regulations. Entertainment is included each evening. Hotel bars are open 6.00pm to 11.30pm. For your complete security all entry doors are locked at 11.45pm and late access to the Hotel is not permitted. All transport is by road on a Coach. Sea crossings where appropriate are by passenger ferry. The Company reserves the right to substitute a Highland Heritage coach with any other available vehicle should circumstances require this action. This may include taxis, mini coaches or other operators hired in vehicles. The organiser of the Tours is:- Ian Cleaver, Highland Heritage Limited, Royal Hotel, Tyndrum, Perthshire. Emergency telephone number (01838) 200 444. In accordance with “The Package Travel, Package Holidays and Package Tours Regulations 1992” all passengers booking with Highland Heritage Coach Tours are fully protected for the initial deposit and subsequently the balance of all monies paid to us, including repatriation if required, arising from cancellation or curtailment of your travel arrangements due to the insolvency of Highland Heritage Coach Tours.
CANCELLATIONS In the event of you wishing to cancel your booking, for any reason, this must be communicated to Highland Heritage in writing. In all cases deposit will be non-refundable. Holidays are not transferable. If the booking is cancelled after the balance has been paid, the total Tour price will be forfeited. In the unlikely event of Highland Heritage cancelling any Tour for any reason whatsoever, an alternative Tour will be offered to you or your party and if it is unacceptable a full refund of all monies paid including deposit would be made. Highland Heritage will only consider the cancellation of a Tour if less than 30 persons make reservations on any Tour. In case of cancellation by us, Highland Heritage will be liable for only the monies paid to us and your reasonable expenses incurred to a maximum of £10.00. In such event you will be informed four weeks before departure. SEATING We operate a daily seat rotation plan in the coach. This involves everyone moving back two rows daily; three or four rows on short breaks. Three seats are not involved in this operation. Whilst seats are allocated it is not possible to guarantee seating arrangements and Highland Heritage reserve the right to change seating positions at any time prior to, or during, the holiday. In any case where Tours are amalgamated seat positions will be allocated at the couriers discretion. INSURANCE Cover is available from Highland Heritage at time of booking, Insurance costs are as follows: 4-nights or less - £12, 5-nights £16, 6-nights - £16, 7-nights - £18. Excess £75. This travel insurance cover is arranged by Travel & General Insurance Services Limited who are authorised and regulated by the Financial Conduct Authority. Policy cover as follows: Personal Accident, up to £10,000. Death up to £10,000. Personal Liability Expenses, up to £1,000,000. Medical Expenses up to £5,000,000. Missed Departure up to £100. Cancellation up to £1,500. Legal Costs and Expenses up to £5,000. Personal Property up to £1,000 for personal baggage up to £100 for delayed baggage, up to £250 for personal money. Travel Delay up to £60 for delay. In common with all travel insurance our policy contains restrictions that relate to your health and the health of others on whom your holiday depends. Please read the policy carefully on receipt to make sure that you understand the cover available. Travel Insurance is governed by English and Welsh Law. You have a choice of who you insure your trip with and if you choose to take out our insurance we will provide you with a summary of cover and a policy wording so you can make an informed decision about the suitability of our insurance for your needs. You have a right to ask for a refund of your premium and purchase an alternative insurance policy elsewhere.
Almost all our staff live at the hotel and it becomes their home. They are house proud and efficient, and you could not find a group of more welcoming people. All staff are carefully trained in every aspect of the hotel operation and they multi task as General Assistants for real efficiency and smooth operation. The specialists are the chefs, bar, laundry and reception staff, but they too can turn their hand to everything. They welcome you on arrival, look after you during your stay, and see you off on your journey home. Just great people!
The process of selecting and training hotel managers is long and arduous – it could be called a 4 year apprenticeship! Occasionally we select an outstanding candidate from outside the business, but in general, our managers grow up in the hotels. They work in every department before they are finally selected, and this includes running the Ben Doran kitchen as head chef under the watchful eye of the maestro Santosh. The final product is competent, polished and caring – and has outstanding practical experience in all depts.
Food
Drink
DEMANDS AND NEEDS STATEMENT This travel insurance policy will suit the Demands and Needs of an individual, or group (where applicable) who have no pre-existing medical conditions, are travelling to countries included within the policy terms and who wish to insure themselves against the financial impact of specified unforeseen circumstances/events relating to or occurring during the trip. Full details of these circumstances/events, levels of cover and terms and conditions can be found in the policy booklet. IMPORTANT - You may already possess alternative insurance(s) for some or all of the features and benefits provided by the product; it is your responsibility to investigate this. We will not provide you with advice about the suitability of the product for your individual needs; we will however be happy to provide you with factual information to aid you in making your own informed buying decision. Highland Heritage Ltd are an Appointed Representative of Travel and General Insurance Services Limited who are authorised and Regulated by the Financial Conduct Authority. Central Administration Office: Highland Heritage Ltd, Dalmally Hotel, Dalmally, Argyll PA33 1AY Tel: 01838 200 444 Fax: 01838 200 453 Email: info@highlandheritage.co.uk Web: www.highlandheritage.co.uk Highland Heritage Limited, Registered in Scotland. Company Registration No. 153417 Registered Office: Royal Hotel, Tyndrum, Perthshire FK20 8RY.
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Ben Doran Superior Double
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*Rooms may vary
Ben Doran Superior Twin
Alexandra Apartments
Self Travel
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SCOTTISH LAW This contract is made on the terms of these booking conditions which are governed by Scottish Law and both parties shall submit to the jurisdiction of Scottish Courts at all times.
LID
Red Deer Stag, River Awe
Come by Car, Plane or Train All our chefs are trained professionals with many years of kitchen experience in top hotels and restaurants around the world. They operate to strict timetables. All guests assemble in the dining room at their specific meal time, which is displayed at reception. The service is smooth and efficient. Anyone with dietary requests must discuss this with the manager on arrival evening, so that dining staff and kitchen are aware of the request. On the last night we have a candlelit Highland dinner.
The hotel bars are open daily from when the coach returns until 11.30pm. We serve a wide range of wines, beers and spirits together with many of the popular bottled drinks. The bar person is selected from our staff for the job and is dedicated to the bar. However, they also help out in the dining room and when we are flat out they may even be seen watering the flowers and gardens! If you require wine at your table, you simply order at the bar before dinner and the wine will be delivered on time.
Entertainment
Wildlife Dolphins
Guillemot
Puffin
Golden Eagle
COMPLAINTS If for any reason you think that the coach or the Hotel are not carrying out this Contract, you must state your complaint immediately to the Courier, or in the Hotel, then the Manager. You must follow this up with a written letter explaining your complaint to the Hotel Manager on the same day. This will be acted upon by us.
HAND GEL Use of the company’s proprietary hand gel or foam is mandatory in hotels, dining rooms and coaches. There can be no exception to this basic hygiene requirement.
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:PV NBZ FMFDU UP USBWFM JOEFQFOEFOUMZ BOE UBLF POF PG UIF "MFYBOESB "QBSUNFOUT which are to Superior Room standard and are situated behind the Alexandra Hotel.
SEVERE ALLERGIES We cannot guarantee the absence of substances, such as nuts, which may cause severe allergic reaction. Allergies (including allergic reaction to hand sanitisers) must be declared at booking and confirmed under separate written cover. We will confirm receipt in writing.
DRESS CODE The Company operates a minimum dress code policy. This essentially prohibits the wearing of vests, football tops, beach shorts, Shell suits and working jeans etc. in the public areas of the hotels and on board the coaches. Tailored slacks and smart jeans, shorts and shirts with a collar are fine as are polo shirts and roll neck sweaters, except that shorts must not be worn after 6 pm in the public areas.
2017 Brochure
Head of Loch Etive
Your bedroom is serviced daily and your hospitality tray is topped up with tea, coffee, milk, etc. To be certain that your room is perfect for you at all times, there is a card for any requests or changes you may require and this should be filled in and left at reception before you depart on your daily excursion.
WHAT IS NOT INCLUDED Items not included in the Tour package are refreshments, beverages at stops, lunches, entrance fees to Public Buildings, Places of Interest, Museums, etc., even on an included excursion unless specifically advertised by Highland Heritage.
PEOPLE WITH DISABILITIES We welcome bookings from people with disabilities. We carry out an annual assessment of the accessibility of our Tours and holidays to disabled people and our compliance with all disabled rights legislation (a copy of the assessment is available on request). However, it is in the nature of our Tours that sometimes, there are no reasonable means or adjustments that can be made so as to accommodate every type of disability. For that reason we ask that any disability, allergy or intolerance, including reduced sensation in limbs and or extremities must be highlighted by forwarding a letter with all details to Highland Heritage. You must ensure that the letter is acknowledged. We stress that we cannot guarantee any requests that are made. If we are not informed in this way we cannot be held responsible for any inconvenience or costs incurred by the client and this may include our refusal to take you on holiday or to complete your holiday arrangements. Please note: 100% cancellation charges would apply in these circumstances. You should also be aware that although our hotels cater for wheelchairs, there may still be steps or stairs to contend with - this will also apply to places visited on excursions. It is essential for the enjoyment of your holiday and from a Health & Safety point of view in the unlikely event of an emergency evacuation of the coach, that all passengers without exception are able to board and disembark the coach and walk its length unassisted. Passengers who require one-to-one assistance must be accompanied by an able bodied carer as the company employees are unable to offer assistance of a personal nature. Note: Battery driven chairs, vehicles or scooters cannot be accepted where HSE lifting guidelines are breached or where re-assembly/dis-assembly is required. Only one per coach accepted. Whilst we will exercise all reasonable care we cannot be held responsible for damage to wheel chairs and motorised scooters while in transit.
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When you want to really impress, then a Superior room has in addition to the above specification, welcoming wine, sofa and/ or tub chairs, large flat screen TV, standard lamp, extra towels, slippers - Yes! Real five star fare!
ALTERATIONS TO ITINERARIES Tour itineraries may run in any order. Certain events such as traffic congestion, roadworks, bad weather, ferry cancellations, etc., may mean a change to the advertised Tour programme and it will be solely at the Driver/Courier’s or Company’s discretion to alter routes and timings, but this would only be done should conditions warrant it.
RIGHTS OF REFUSAL We must point out that Highland Heritage reserve the unconditional right to terminate a passenger’s holiday in the event of them contracting, or is suspected of contracting, a contagious condition. This includes travelling companions who may have become, or are likely to become, infected due to exposure to a viral condition. Highland Heritage reserve the unconditional right to refuse a booking or terminate a passenger’s holiday in the event of unreasonable conduct which in our opinion is likely to cause distress, damage, danger or annoyance to other customers, employees, property or to any third party. This includes any passenger who fails to advise us of any medical condition or disability in accordance with the paragraph below. If you are prevented from travelling as a result of such termination, or your holiday is curtailed, our responsibility for your holiday there upon ceases. Full cancellation charges will apply and we will be under no obligation whatsoever for any refund, compensation or loss you may incur. Any person having or contracting, or in Highland Heritage’s reasonable belief that they have or may have contracted a serious contagious condition, will be repatriated at the company’s discretion together with any person sharing a room with such a person. Highland Heritage Ltd cannot undertake to provide nursing care for any person who contracts, or is suspected of contracting, a contagious condition and such persons will therefore be repatriated. Uninsured persons will be responsible for their own repatriation costs and 100% cancellation charges will apply.
November 2016
Premium rooms have a lot of additional benefits such as premium toiletries, cushions, upgraded hospitality tray, face cloths, bathrobes, extra blankets, sewing set and a fruit bowl.
UNINSURED PERSONS Any uninsured person who takes ill is responsible for their own repatriation costs and expenses. This includes travelling companions who may have become exposed to a suspected viral condition.
a) You may not bring a pet on a Highland Heritage Holiday. b) You may not play a radio or music on the coach. Mobile phones must not be used on a moving vehicle. c) You are responsible for ensuring that you are at the correct departure point at the correct time, as per our Couriers instructions, and we cannot be liable for any loss or expense suffered by clients because of their late arrival at any departure point. If you arrive late at the pick up or if the Highland Heritage coach has been delayed then you must phone 01838 200444 immediately. d) Although our vehicles have large luggage compartments, we have to adhere to regulations concerning the overall weight of fully laden vehicles along with Health & Safety Executive lifting regulations. We would, therefore, ask that you restrict your luggage to one medium sized suitcase of maximum weight 20 kilos - it is a condition of travel that any items over and above this are notified, in writing, to Highland Heritage and this includes collapsible wheelchairs. Suitcases, and their handles, must be fit for purpose. Note: Battery driven chairs, vehicles or scooters cannot be accepted where HSE lifting guidelines are breached or where re-assembly/dis-assembly is required. It is your responsibility to ensure that your luggage is on board the coach on which you are travelling. Please ensure that any instructions given by our driver and/or courier, at any time during the holiday, are strictly adhered to. e ) Smoking is not allowed on any Highland Heritage coach or Hotel. If you ignore this rule and thereby cause any inconvenience, distress or disappointment to other passengers, you may be asked to leave the holiday. See Rights of Refusal, Smoking on a coach or in a public place is illegal. f) In the event of contact being made with Highland Heritage by the passenger on any subject whereby the information in this brochure is changed or additional information given, the passenger must ensure that the information given is confirmed to them in writing. No responsibility will be accepted for any loss, damage or disappointment if this procedure is not followed. g) Whilst every effort is made to adhere to the times stated in this brochure, there could be circumstances beyond our control, such as weather and traffic conditions which may cause delays. h) At the time of printing we have been advised of additional consumer levies which may affect holidays in this brochure. i) If such a levy is introduced during the validity of this brochure, it will be shown as a separate item on your invoice and not be subject to our surcharge guarantee. Variations in VAT will be similarly included. j) Excursions are included in the price of this holiday and refunds cannot be made for passengers not wishing to go on these excursions.
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Dalmally Standard Single
Our Standard bedrooms have all the home comforts of modern mattresses, hair dryers, hospitality tray, bath with shower over, superb carpeting and furnishings along with a flat screen TV.
CONDITIONS OF BOOKING We at Highland Heritage are committed to a policy of fair trading and take every care to ensure that you will have an enjoyable holiday. It is, however, necessary to define respective obligations of yourself and of Highland Heritage so please read the conditions carefully. PAYMENT A reservation is accepted by Highland Heritage when a £30 deposit (£60 Christmas and New Year) has been received by us for each person participating in the Tour and the relevant documents have been sent to the person who paid the deposit. The person who paid the deposit shall be deemed to accept the conditions both for themselves and for all other members of their party on whose behalf they booked. Balance invoice for the payment of Tour will be sent out four weeks before your departure date and must be paid in full three weeks before your departure; the date will be indicated on the invoice. In the event of such payment not having been made by the specific date, Highland Heritage reserve the right to cancel the booking and retain the deposit. Bookings made within three weeks of departure must be paid in full, three days after booking. Payment must be made by cheque, credit card, debit card, cash or postal order and sent to Highland Heritage. Credit Card + 1%, Debit Card, free of charge.
COACH TOURS
Highlan
Excellent entertainment, like food and drink, is at the very heart of any holiday. We have a broad range of talented performers, some local, and others from further afield, doing their stuff from 8.30pm to 10.30pm nightly. They provide a very wide range of modern music, song and comic acts, plus traditional Highland entertainment. Plenty of opportunity to dance and make merry!! We occasionally do bingo and always have a fancy dress competition on the early and late Tours. On the last night we have a candlelit dinner.
This area abounds with an extraordinary array of varied wildlife on the mountains, in the rivers and in the sea. I regularly see eagles, buzzards, peregrine falcons, sparrow hawks and merlins round the hotels. Salmon and trout are abundant in the lochs and rivers. Red deer and roe deer are commonly seen at Dalmally and at both the Royal and Ben Doran Hotels in Tyndrum. Otter are regularly seen at Oban’s south pier and I have also seen them in the Orchy at Dalmally. A flock of guillemots nest outside the Alexandra Hotel in late Spring.
This spacious and comfortable accommodation offers excellent en-suite facilities and '3&& QSJWBUF QBSLJOH on your doorstep. All apartment residents are welcome to use the hotel bar, lounge and pool facilities. These rooms have been upgraded to Superior Room standard and exceed 300 sqft.
April, May, Oct, from £30pppn June, July , Aug, Sept from £40pppn Dinner is also available in the Hotel from £12 per head, booked /PW %FD in advance, breakfast is included. The apartments are available from £25pppn from Monday to Friday for 4 nights or Friday to Monday for 3 Xmas & New Year nights. Single occupancy bookings are subject to a £10pppn Hotel rates apply supplement. A deposit of £30pp is required.
Gardens Over the years I have enlarged and improved all our garden grounds with trees, shrubs and spring flowers. To make gardens better it is always essential to have seasonal flowers – to this end I have three huge polytunnels where all the plants are watered, fed and planted out into tubs and barrels. The hotels all have hundreds of plants in the public areas and conservatories as well as the driveways, and dozens of hanging baskets on the walls and round the coach parks and entrances. They really “make” a hotel!! Cuttings can be had free of charge!! The Dalmally Hotel has a beautiful Orchid House next to the bar area.
You may join a Highland Heritage Coach Tour from anywhere. You can take a flight, train or come by car. You can be met at Edinburgh or Glasgow Airport, or you can travel to Edinburgh Waverley and transfer to the Airport, or Glasgow Central and transfer the short distance to Buchanan Street Station to meet our coach. t %JOOFS CFE BOE CSFBLGBTU EBJMZ Your t &OUFSUBJONFOU OJHIUMZ Holiday t 'VMM EBZ FYDVSTJPOT Includes t 4VQFSJPS CFESPPN JODMVEFE BU #FO %PSBO )PUFM t -VYVSZ BJS DPOEJUJPOFE DPBDIFT
Our Hotel Locations
Seal, Oban Bay
Canada Geese, Loch Lomond
What’s New Every year I refine and retune the Hotel and Tour operation to suit the times and changing trends. A lot of our customers have sampled the delights of other continents and have gone on cruises to exotic parts of the world, and we have to compete with the standards they have experienced. Over the years we have improved our menus and have made regular changes and improvements. This year we have added a daily vegetarian dish. In the hotels I have organised the Tours at different levels of price and content to suit everyone’s requirements. On all the Tours there is now an optional excursion so you can have a day of leisure at the hotel or resort if you wish. You may also go for scenic walks or take the trains or ferries to explore other areas. The Ben Doran Hotel has solely superior rooms. Superior rooms are available at the Alexandra Hotel if you so require. In addition, there are sea view rooms at the Alexandra Hotel. Bedrooms vary from hotel to hotel.
Fort Augustus Mallaig Fort William
Glen Coe
Morvern Iona
Mull
Ben Nevis Blair Castle
Oban
Kilmartin
Trossachs Loch Lomond
Bute
Glasgow
Crieff
Perth
Stirling Kelpies
Edinburgh
The Alexandra Apartments are available to Come by Car customers and parking is free. (The only hotel in Oban with a place for everyone!) The apartments are the largest rooms in the company and may be requested when booking. Finally we are picking you up at your home town and transporting you straight to your hotel without changing coach. Ian Cleaver, MD and Head Gardener Highland Heritage Ltd
Sea Eagle, Mull
What You Get Return coach transport from your local pick-up point to the Highlands. No coach changes.
Freshly cooked food, including bread and rolls from our own bakery - daily.
Dinner, bed and breakfast - daily.
A special candlelit dinner on final evening.
Quiet lounge with free WiFi.
Attentive service from fully trained staff and managers.
A red carpet welcome at your 3-star hotel.
Comfortable en-suite bedrooms in all hotels.
A full day’s excursion available every day, (not Alexandra).
Spacious public areas designed with touring parties in mind.
Luxury air-conditioned supercoaches on all Tours.
Glorious gardens and conservatories to enjoy.
First-rate entertainment every evening.
S I LV E R T H I S T L E AWA R D
All from a family-owned firm renowned for its legendary hospitality, organisation and genuine, personal care.
To book or for further information call:
01838 200 444 (9am - 10pm 7 days)
Highland Heritage Ltd Central Administration Office, Dalmally, Argyll PA33 1AY email: info@highlandheritage.co.uk
Visit our website for the latest deals, or download our electronic brochure
www.highlandheritage.co.uk highlandheritage
Carlise
Pheasants, Dalmally
Dolphin off Mull
highlandheritag
2017 INSURANCE
4 nights £12, 5 nights £16, 6 nights £16, 7 nights £18.
2017 SUPPLEMENTS Royal & Dalmally Hotels Single Room +£6pppn Ben Doran Hotel Single Room +£6pppn Alexandra Hotel Single Rooms +£7pppn Sea View +£7pppn Large Sea View +£8pppn Superior Room +£15pppn Deposit: £30pp (£60pp XMS & NY) Credit Card +1% Debit Card no charge
Conditions of the 2017 Brochure apply to departures from 01/02/17 - Prices include VAT at 20% and will be maintained until 31/12/16