Terms & Conditions
Making a Reservation
Please keep your confirmation safe as you may be asked to present this upon arrival at the property.
IT IS VITALLY IMPORTANT THAT THE MAIN BOOKER BRINGS ALONG THE CARD USED TO BOOK THE RESERVATION. WE CANNOT GUARANTEE THAT WE WILL ALLOW YOU TO ACCESS THE PROPERTY UNLESS VERIFICATION OF THE PAYMENT CAN BE MADE DURING THE CHECK-IN PROCESS. PLEASE NOTE THAT ONLY THE MAIN BOOKER IS PERMITTED TO SIGN FOR CHECK-IN AND WE CANNOT PERMIT ANY OF YOUR GUESTS ACCESS TO THE PROPERTY PRIOR TO YOU CHECKING IN AT THE MAIN OFFICE.
An initial 30% non-refundable/non-transferable deposit is required during the booking stages; payable via credit or debit card. Balance of payment to be paid 14 days prior to arrival date which is debited from card details given during the reservation process unless we have been informed otherwise in writing. This applies for any direct bookings or via Third Party Agents sites such as Booking.com, Trivago, Airbnb, or any other.
For all Booking.com reservations, please note that we will take payment direct from your card details supplied within 24 hours of making your reservation. Please ensure that contact numbers are accurate. In the unlikely event your card is not authorised we will contact you by Booking.com extranet site, alternatively by telephone. Should we be unable to make contact with you and no payments have been made against the booking, we reserve the right to cancel the reservation without further notice. All deposits and final balances are taken from card details supplied at the time of booking for all reservations which includes 2 or more units. Should you book more than one unit and wish to pay separately, you must contact us immediately on 01360 870 052 after making your reservation.
Should you wish to amend or cancel a reservation made via the Booking.com platform, please contact them directly quoting your unique reservation number and four digit pin. It is unfortunate that we cannot amend or cancel any Booking.com reservations on your behalf.
Provisional reservations will be held for 24 hours pending receipt of deposit after which the provisional booking will be cancelled. On receipt of deposit the booking will be confirmed.
Please note, to safeguard against any form of credit card fraud, we will not allow anyone other than the booker named on all confirmations to sign for check-in. The card used to secure your booking must be presented on arrival, during the check-in process.
We are a family orientated site within the Loch Lomond and Trossachs National Park therefore strict adherance to National Park regulations apply for the duration of your stay.
Arrivals & Departures
Your lodge will be ready for you by 3.00pm on the day of arrival, and the property must be vacated by 10.00am on day of departure. Please make your way to the main office on arrival where you will be welcomed and taken to your accommodation and shown around. Any arrivals after office closing times should be notified in advance in writing however, later arrivals may not always be guaranteed. Should we agree, an additional £25.00 per hour after office closing time will apply and become payable during the check-in stages. We do not guarantee any arrivals after our office closes therefore we kindly request that all guests arrive on time. For office opening and closing times, please scroll to the bottom of this page.
Reservations who have not requested later arrivals in writing prior to arrival date will not be honoured and reservations will be cancelled with full forfeiture of payments made.
A refundable security deposit is required in case of damage, loss, theft or antisocial behaviour to the property or its contents. (However, the sum reserved by this clause shall not limit the Client`s liability to the Owner). Security deposits can take between 48-72 hours to credit back to accounts depending on your own bank however, Balmaha Lodges Ltd does release the sum paid by 15:00pm on the day of departure unless this has been retained for any of the above.
Early Arrivals / Late Departures
Earlier arrivals prior to 3:00pm cannot always be guaranteed due to additional cleaning measures with new guidelines laid down by the government due to the COVID-19 pandemic. Same rule applies for later departures. Should we allow for early arrivals or later departures, an additional £25.00 per hour will apply and must be paid prior to arrival. Earliest arrival time is from 13:00pm and latest departure time is 12 noon however; this remains at our discretion.
The following security deposits apply to all lodge accommodations during the registration process upon arrival. Security deposits are non-negotiable and fully payable upon arrival. All security deposits are per unit which is detailed within your confirmation of booking. These are to safeguard against loss, theft, damage or anti-social behaviour however are fully refundable by 15:00pm on the day of departure should we find everything satisfactory. These can take between 48-72 hours to show again on your account after departure however, this depends on weekends, festive periods but most importantly your own bank. Should there be a delay in crediting back to your account we strongly recommend that you contact your own bank.
The following units incur a £100.00 security deposit per unit which is required during the check-in process.
The following units incur a £200.00 security deposit per unit which is required during the check-in process.
A £250.00 security deposit is required during the check-in process for Ptarmigan Lodge.
All security deposits are required by credit or debit card, unfortunately cash cannot be accepted as per our insurance policies.
Blue Light Workers
Our 15% discount offer is not available from 20th December until 31st January.
This offer is based on a minimum of two night stays and upwards. Unfortunately, the discount does not apply to one night stays.
Excludes the months of July and August.
Blue Light Card numbers must be given over the phone when making the reservation or the discount cannot be applied.
Any reservations made via the website must have a Blue Light Card number stated in the comments box in order for a discount to be applied.
A Blue Light Card must be shown during the check-in stage, otherwise the discounted rate can be withdrawn.
When using both offer codes and while making a reservation using our online booking system only, the Defence Card holder is entitled to the above discounts on tariff rates for a 2 night booking on their dates.
This is subject to successful payment of a 30% deposit being paid and the full balance being paid no later than 14 days before your reservation begins, as well as the Defence (MOD90) card being presented upon the initial check-in process -provided the booking falls between the 1st of January and the 30th of April or 01st October and 20th December respectively.
If the Card is not presented, the discount is not applied and the difference in rate is deducted from your security deposit. These offers cannot be used in conjunction with any other special offer and applies to new reservations only. The discount code cannot be retroactively applied to active reservations nor can this be applied after a reservation is made prior to these offers going live from 24/02/2022.
Only one discount card is permitted per reservation whether individual reservations or on a group basis.
A minimum of two night stays are required to obtain these discount offers.
Security of our guests is essential. Lost lodge keys as standard will be charged at a rate of £195.00 per set. The cost of £195.00 is to cover the change of locks by a locksmith. We advise you use the key safe at the lodge daily to mitigate key losses.
We reserve the right to deduct the cost from the damage deposit for replacing lost keys or misplaced keys of £195.00. Your authorised signatory during the check-in process will offer us your express consent.
Keys should be returned to reception on departure using the red key drop box located outside the main office.
You will also accept Balmaha Lodges terms of entry during the check-in process. The lead guest accepts this on their behalf and on the behalf of all other guests within your party. All correspondence is dealt with by the main booker only. The lodges are offered only on the understanding that:
- Guests do not exceed the maximum advertised numbers of people staying in each lodge
2. Guests agree to our terms and conditions and terms of entry
3. We reserve the right to refuse or curtail any booking which exceeds stated numbers.
4. Your lodge will be available from 3pm on the day of arrival.
5. Departure time is 10am
7. The property should be left clean and tidy on departure and any damages must be reported prior to departure. Property left in a dirty or inappropriate manner can result in an additional cleaning surcharge or loss of security deposits for any damages. All rubbish must be disposed in bin store area prior to check out in line with current COVID guidelines. We reserve the right to charge additional fees for removal of any or all rubbish left behind which will be debited from security deposits without further notice.
The property should be left clean and tidy on departure and any damages must be reported prior to departure. Property left in a dirty or inappropriate manner can result in an additional cleaning surcharge or loss of security deposits for any damages. All rubbish must be disposed in bin store area prior to check out in line with current COVID guidelines. We reserve the right to charge additional fees for removal of any or all rubbish left behind which will be debited from security deposits without further notice.
Hot Tub Safety
We have installed Hot Tubs at most lodges for the enjoyment of our guests. You are advised to read the following Hot Tub Information or pick up a leaflet which is available at Reception.
Hot tubs are examined, tested, serviced and cleaned daily by a member of our team. All hot tubs have fresh water for next arriving guests. We never allow the use of same water for newly arriving guests.
The general care of the tub is monitored and recorded and any misuse to the normal servicing programme is chargeable. This includes additional cleaning costs as a result of using Fake Tan and other cosmetic products including sun and body lotions, or contamination and severe deterioration of the water will be deducted from the Damage Deposit. This is charged at £75. We always recommend showering before using this delicate equipment.
Guests use the Hot Tubs completely at their own risk.
Please read the notices which are positioned by the Hot Tub and abide by the Rules.
Balmaha Lodges are not liable for any injuries, accidents or harm caused to anyone using our hot tubs. A person enters completely at their own risk.
Should you be pregnant, we highly recommend that you consult your GP before use.
Any damage to the controls or jets will be assessed and may be claimed against the damage deposit.
Children are not permitted to use the hot tub on their own and MUST always BE SUPERVISED by an adult.
NO FOOD TO BE CONSUMED IN THE HOT TUB and STRICTLY NO GLASSWARE – plastic glasses are available for use in the kitchen cupboard.
Music must be kept at a low level whilst using hot tubs. We reserve the right to ask anyone who cannot abide by this rule to leave the tub. In extreme cases, we reserve the right to eject all patrons using the tub and lock the hot rub for the duration of your stay.
The cost to replace a hot tub cover is £450.00 and can easily be damaged by sitting, walking and placing heavy items on this cover top. Hot tub lifters are extremely fragile. You will be shown how to use these during the check-in process and we recommend that your entire party is in attendance. Broken lifters will be charged at £250.00.
We welcome dogs at Balmaha Lodges and much like their owners, we expect them to be on their best behaviour.
Not all our lodges are dog friendly please confirm when you're booking your lodge.
Dog friendly lodges are: - Red Robin Apartment, Pheasant Lodge, Mallard Lodge, Capercaillie Lodge, Grouse Apartment, Golden Eagle, Kittiwake Apartment, Woodpecker Cabin and Osprey Apartment.
Dogs must be pre-booked in advance to comply with insurance policies, please confirm when booking as a small charge of £25.00 per dog applies.
We prefer for dogs NOT to be allowed on the beds or the furniture.
There is a grocery shop about 100 yards away should you need to buy dog food.
Dogs cannot be left on their own at any time in a lodge under any circumstance.
Dog owners are expected to clear up after their pet, bin and bag dog dirt and place in one of the outdoor bins on site.
Dogs must be listed on the booking form at the time of reservation. Balmaha has fantastic places to walk and to enjoy the company of your best friend. Should you wish to bring along your well behaved furry friend we will allow up to a maximum of 2 well behaved dogs. N.B. AT THE TIME OF BOOKING guests must state the type and breed of dog/s they intend to bring on holiday. The dog/s cost is £25 per dog which is payable upon arrival and during the check-in process. Never leave your dog/s unattended in any of our units. Guests are held responsible for any damage caused by their dog/s and will incur extra cleaning costs if deemed necessary. You are expected to keep your dog/s under the control of an adult at all times. Dogs need to be on a lead at all times whilst walking in Balmaha grounds, and must be under their owner’s control around the Lodge’s car parking area and the Lodge you are residing. You must bring your dog/s own bed and bedding. We do prefer that dogs are not allowed, on the rugs or use the throws which we provide for your use. If dogs are staying in bedrooms overnight we must request that they do not sleep on beds. In the interest of cleanliness we insist that all fouling be dealt with immediately and appropriately by depositing in one of our bins which are provided throughout the park. During wet weather, please clean your dog/s thoroughly before they enter the lodge. Should you need any additional towelling for dogs, please let us know. We have an outside tap for assisting with cleaning dirty dogs and muddy boots.
Dogs that are specified in the Dangerous Dogs Act are respectfully not permitted on the Park.
We cannot accept puppies and all dogs must be fully house-trained.
We do not accept any other type of pet, cat or animal, bird, insects or reptiles etc.
Smoking and BBQs & Candles
For Health and Safety reasons smoking is NOT PERMITTED in our Lodge or on the decking of our lodge. If we detect that smoking has occurred, we will make an additional charge of £150 for intensive cleaning. Smoking in Scotland in any form of accommodation is against the law. Smoking bins are provided outside the front door of each accommodation and we request that all guests dispose of their cigarette ends considerately making sure they are extinguished properly as the lodge is surrounded by woodland and bracken.
BBQ’s are not offered by Balmaha Lodges as these are shared facilities. COVID-19 guidelines on the use of shared facilities is not permitted. You are more than welcome however to bring along your own disposable BBQ. We kindly request that you do not burn or scorch grass or decking.
Candles or incandescent items are not permitted in any of our units or on our decking areas.
All units are made of timber frame and therefore to comply with strict insurance criteria along with fire safety measures, candles or incandescent items are not permitted on these grounds.
All damages and losses will be charged in full without exception. All accommodations are checked after departure and should we find any damages this will be automatically deducted from security deposits paid. Your agreement during the registration process has given us express permission in this circumstance.
The maximum number to reside in the property must not exceed the number stated on the booking form unless the Owner has given written permission. We will not allow fire safety regulations to be breached. Guests who are not declared will be immediately asked to vacate the site.
As well as cancellation and curtailment insurance, we always recommend that you take out holiday insurance to cover loss or damage to personal effects or in the unlikely event you cannot make the trip.
Vehicles, accessories and contents are left at their owners risk.
All guests use jacuzzi hot tubs at their own risk. Jacuzzi hot tubs must be vacated by 22:00pm without exception. Hot tubs will be locked at this time by site personnel and/or site security. Damage to locked hot tubs after this time will result in additional charges.
The proprietors will not be held responsible for any loss or damage or any injury to persons not caused through the fault of the proprietor.
Our car park can comfortably accommodate up to a maximum of 18 cars. During peak times when our car park is full, please use the Balmaha public car park as an overflow which leads directly onto our site.
Please note that there is no parking outside any of our units except for Lodges Ptarmigan, Mallard and Lapwing.
We do not reserve nor guarantee any car park spaces for any lodge accommodations, this is on a first come first serve basis.
Restriction on Rental
We reserve the right to remove person or persons from the property due to unreasonable behaviour, damage to the property or exceeding the stated occupancy. In this case no refund will be given.
WiFi is free to all our guests but due to our location cannot be guaranteed. Superfast Fibre Optic Broadband has now been installed from 01 February 2021. However, again given our rural location there are times that this may dip.
ALL DEPOSITS ARE NON REFUNDABLE AND NON TRANSFERRABLE UNDER ANY CIRCUMSTANCE. PLEASE CONSIDER CAREFULLY BEFORE CONFIRMING ANY RESERVATIONS. FOR BOOKING UNABLE TO GO AHEAD DUE TO COVID PLEASE REFER TO OUR COVID-19 TAB ABOVE.
If you need to cancel a reservation for any reason, please notify the provider you make the booking with. We cannot cancel any bookings on behalf of any third party online travel operators. You must immediately notify the agent you made the booking with, and cancellation must be in writing 15 days or more prior to arrival. In the event of cancellation of 15 days or more, we will make every effort to re-let the booking and you will be reimbursed any final outstanding balances paid however, your 30% deposit will be retained. Should we be unable to re-let the accommodation, the full sum is retained. For any cancellations which are 14 days or less, no refunds will be given. We again, strongly advise that you take out insurance cover to prevent the loss of monies paid. By agreeing to a booking and offering card details to secure, you have agreed to these terms above.
Date transfers will only be permitted under extenuating circumstance without the loss of deposits or final balances however, any decision we make in this respect is final.
15 days or more prior to arrival will result in the loss of your initial 30% deposit payment.
14 days or less prior to arrival will result in full forfeiture of all monies paid.
Arrivals after office closing times will not be honoured and reservations will be cancelled with full forfeiture of payments made.
Adverse Travel Conditions/Weather
The proprietor shall not be held liable to the Client:-
For any temporary defects or stoppage in the supply of public services to the property, nor in respect of any equipment, machinery or appliance in the property.
For any loss, damage or injury, which is the result of adverse, weathers, conditions, riot, war, strikes, natural disasters, illness (including Coronavirus) or other matters beyond their control.
Some guests may wish to pre-book food deliveries from supermarket chains. We can accept these on our guests behalf between the hours of 12 noon and 15:00pm only, thereafter we cannot take responsibility. We recommend that any guests who have pre-booked deliveries must reach site by arrival time of 15:00pm in order to accept these for themselves. We cannot accept responsibility for any loss, damage or non delivery of food shopping organised by our guests.
Washing and Drying Facilities
None of our lodges are equipped with washing and drying facilities. Access to this equipment is available upon request, located directly behind our site office. Please speak with our reception team upon arrival. Use of these facilities are strictly on a first come first serve basis. Additional supplementary charges will apply.
Each booking is made in good faith with the belief that the accommodation will be available to the guest on date stated. If for any reason due to circumstances outwith our control, the lodge is not available, we will reserve another lodge to the same standard or indeed upgrade. In the event we are unable to guarantee provision of alternative accommodation, the deposit and balance paid will be refunded in full. The guest will then have no further claim against the proprietor. The proprietor also reserves the right to transfer the guest(s) to another lodge of the same size without prior notification to meet business demand in order to satisfy all our guests needs.
Please note that all lodge accommodation bedroom configurations are a mixture of double beds, twin beds/bunk beds and singles. All lodges are not solely double bedded rooms. If in any doubt, please contact us on 01360 870 052.
To improve the facilities within the lodges, the proprietors reserve the right to alter or amend the contents made available at Balmaha Lodges prior to updating marketing material.
Under no circumstances shall the proprietors liability to the client exceed the amount paid to them for the rental period. This contract shall be governed by Scots Law in every particular including formation and interpretation and shall be deemed to have been made in Scotland. Any proceedings arising out of or in connection with this contract may be brought in any court of competent jurisdiction in Scotland.
Unreasonable Behaviour Zero Tolerance Policy
We reserve the right to terminate a holiday without notice and compensation, where unreasonable or anti-social behaviour by guests who impair the enjoyment, comfort or health of other guests and staff within our lodge or on the park. Our decision in this respect is final.
Balmaha Lodges operates a ‘quiet’ night policy after 10pm. From 10pm until 7.30am we operate a zero tolerance to anti-social disturbance or noise. We request all guests adhere to this policy particularly when using the hot tubs and the outdoor areas during the evening. Loud music must be kept to an absolute minimum after 22:00pm.
We understand our terms and conditions are somewhat formal, however, they are fundamentally necessary to ensure you have the best possible experience as do our other guests. We want you to return in the future and enjoy our facilities.
The Management and Staff at Balmaha Lodges.
Office opening and closing times
01st April to 31st August 10:00am to 18:00pm
01st September to 31st March 10:30am to 17:00pm
Telephone:+44 1360 870 052