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Terms and Conditions

What these terms cover: when you make a reservation with us via our digital channels (such as our website), email, post or telephone, these terms and conditions (“T&Cs”) will apply.

Why you should read them: These terms tell you who we are, provide details about your stay, how you and we may change or end the contract, what to do if there is a problem and other important information. When you make a reservation on our website you will be asked to click “I accept” and you will not be able to complete your reservation if you do not do this; clicking “I accept” confirms that you accept these terms. For your own benefit and protection you should read these terms carefully before making a reservation.

If you have a question in relation to your reservation or these terms please visit our website and click on the “Contact Us” section. We will respond to you as quickly as we can and normally within 5 working days.

Contents of these terms
A Information about us and how to contact us
B Making a reservation and identification required on arrival at The Highland Club
C Payment
D Cancellation, amendments, refunds and no shows
E Arrival, departure and relocation
F Your stay – requirements of you and the other members of your reservation
G Pets
H Car parking
I The Highland Club facilities
J Special Offers
K Other Important Terms

A Information about us and how to contact us

1. Who we are: We are Santon Highlands Limited (“SHL”) a company registered in Scotland. Our company registration number is SC188974 and our registered office is at 50 Lothian Road, Festival Square, Edinburgh, EH3 9WJ. Our registered VAT number is 723-4588-26.

2. The meaning of “we” or “us” refers to SHL who is the owner of these apartments at The Highland Club.

Whether you wish to book a stay or are interested in purchasing a property please do not hesitate to contact us. The Rentals Lettings Office is open Monday to Friday 9am to 5pm. For Holiday Rentals and Lettings you can contact The Highland Club either via email at or telephone on 020 3478 3897.

3. How we may contact you: If we have to contact you we will do so by telephone or writing to you at the email address you provide to us when making your reservation.

4. The words “writing” or “written” in these terms includes emails.

B Making a reservation and identification required on arrival at The Highland Club

1. Please follow the instructions on our website, or as advised to you on the telephone or via email to make a reservation. Please note bookings cannot be made on the telephone, via the website or payment link only.

2. If you book two or more apartments for the same nights we will treat this as a “Group Reservation”.

3. We will send you a confirmatory email when a reservation has been made. Your reservation will be confirmed following receipt of a completed reservation form and full payment.

4. Your reservation is non-transferable. You cannot transfer or resell your reservation (in whole or in part) or advertise or otherwise offer any Highland Club apartments and if you do transfer or resell (or attempt to transfer or resell) your reservation then we may terminate your reservation and retain any money paid to us as per our cancellation terms for such reservation. Any reservations resold or transferred may not be honoured and we accept no liability in respect of these. Under certain mitigating circumstances SHL holds the right to decide if a reservation may be transferrable.

5. You are responsible for ensuring that each person who stays at The Highland Club under your reservation, even if you make a reservation for someone else’s benefit and do not stay yourself, complies with these terms.

6. You must be aged 18 years or over to make a reservation with us and you must be aged 18 years or over to stay alone. If a guest arrives at The Highland Club and is under 18 years of age the guest will not be permitted to stay alone. We may require photo identification (a driver’s licence or passport) as proof of age and if the guest is unable to present this we may terminate your reservation without refund.

C Payment

1. The price for each apartment is as published on our website at the time of your reservation or in the case of a telephone reservation as advised to you at the time of reservation.

2. Payments are to be made in full in GBP (£) by credit card/debit card. No additional transaction charges or card fees will be charged. Please be aware that if you book via a third party online agent full payment will be deducted from your card on booking.

D Cancellation, amendments, refunds and no shows

1. If for any reason you need to cancel your reservation, you can by one of the following methods:
a) By email at; or
b) By telephone on 020 3478 3897.

2. For cancellations within 7 days of making a reservation, you will receive a full refund (except when a reservation is made within 14 days prior to arrival).

3. Our Refund policy is as follows:
• Bookings can be cancelled up to 6 week(s) before 20:00 on the day of check in free of charge.
• Bookings cancelled less than 6 week(s) before 20:00 on the day of check in will incur a charge of 50% of the booking total.
• Bookings cancelled less than 3 week(s) before 20:00 on the day of check in will incur a charge of 100% of the booking total.

4. Holiday cancellation insurance is not provided by us and is not included in the price of the holiday. All holiday makers are recommended to take independent advice on appropriate holiday insurance.

5. Due to unforeseen circumstances SHL reserves the right, up to 14 days prior to your arrival, to cancel the reservation and in this event will offer equal or better accommodation at The Highland Club or refund all reservation payments. SHL is not liable for any additional cost of any alternative accommodation or liquidated damages, which must be paid by the guest.

6. In the first instance, all reservations cannot be amended or modified, however, in an event of mitigating circumstances, SHL reserves the right to decide whether an alternate approach may be adopted.

No shows
7. If you do not arrive at The Highland Club on the scheduled date of arrival, you will be deemed to be a ‘no show’. The full payment for that reservation (including any additional charges) is non-refundable and will be forfeited.

Refund process
8. Where a refund is payable in accordance with these T&Cs, we will only make refunds payable to the payment card that you used to make the reservation. If you cancel your reservation before you check-in, in accordance with these T&Cs, we will normally action refunds within 14 days of cancellation.

Breakages/Damages incurred by you
9. Please be aware that we will retain details of the credit/debit card details provided to us by you when booking the apartment for a period of ten (10) weeks following your departure date. The costs of any breakages or damage caused to any item within the apartment or the apartment itself will be debited from the said card. We confirm that, following the ten (10) week period, the retained card details will be destroyed

Cancellation by The Highland Club

10. If you fail to pay us when you are required to do so or breach these terms we may cancel your reservation with immediate effect upon notice to you.

11. If an event outside our reasonable control is reasonably likely to prevent us from fulfilling your reservation we may cancel your reservation on notice to you and will refund in full any payment made by you in respect of such reservation to the payment card that you used to make the reservation. SHL is not liable for any additional cost of any alternative accommodation or liquidated damages, which must be paid by the guest.

E Arrival, departure and relocation

Details of how to find your apartment and where to collect keys will be provided to you following confirmation of your booking.

Please note that the properties are self-catering and The Highland Club does not have a 24 hour manned reception.

1. Check-in time is from 4pm – 8pm. Arrivals after 8pm must be made by prior arrangement, with a £25.00 surcharge payable online at the time of the booking. Arrivals after 10pm cannot be accommodated and guests will have to check in the following day.

2. Check-out time is by 10am. If you wish to have an extended check-out time please contact the Guest Manager (their details will be provided on confirmation of your reservation) who may be able to accommodate your request. If so this will attract an additional fee of £25.

F Your stay – requirements of you and the other members of your reservation

1. Accessibility: we provide limited wheelchair access and limited mobility apartments subject to availability. Please specify this requirement at the time of making your reservation.

2. You must not exceed the maximum specified occupancy for the apartment which you have booked. You can find the maximum occupancies on our website under each property’s information. SHL will reserve the right to refuse additional guests staying at the apartments if these exceed the maximum occupancy without notice or refund.

3. We do not permit people under the age of 18 to stay in our apartments alone. You must not leave under 18s unattended in any rooms or public areas at any times.

4. We will try to assist with any special requests but all apartment reservations are subject to availability.

5. In making a reservation you agree to not use The Highland Club or its facilities to conduct any commercial activity or activity that seeks to gain profit without prior written consent from The Highland Club. We may terminate your reservation and retain any money paid to us for such reservation if we believe that you are in breach of this provision.

6. Smoking is not permitted at The Highland Club other than outside the buildings. You must not smoke in the apartments or internal public areas, or interfere with the fire detection system or with any emergency equipment. If you do so we may terminate your reservation and reserve our rights to take any further action. We may (at our sole discretion) request the immediate re-payment of our reasonable costs during your stay. The reasonable costs we incur if smoking occurs in our apartments are likely to include costs for specialist cleaning, repair or replacement of damages made by you to the apartment, the cost of the apartment for any period it is unusable and our administration expenses.

7. The properties are furnished and decorated to a high standard for guests to enjoy. We therefore ask that you take proper care of your apartment, furniture, fixtures, fittings and soft furnishings.

8. The apartment must be left in the same state of repair and condition as it was found.

9. The apartment is not a hotel room and therefore it is expected that it be left clean and tidy upon your departure.

10. You must notify the Rental Manager immediately of any breakages and damage. (You are legally bound to reimburse SHL for any replacement, repair or cleaning costs that may be incurred on your behalf).

11. You must not bring any potentially hazardous or otherwise dangerous items to The Highland Club.

12. We ask that you are courteous and give due consideration to the other guests and staff members including but not limited to noise disturbance.

13. We reserve the right to remove, without notice or refund, any person or persons from the property due to unreasonable behaviour or malicious damage to the property (either within the apartment or at The Highland Club)

14. All room keys must be placed in the key box in The Sanctuary offices on check-out. Failure to comply with this requirement will incur a fee for the purchase and installation of a new lock, barrel and set of keys and this will be automatically deducted from the payment method used at the time of booking.

15. If you do not comply with any of paragraphs F2 to F15 when staying at The Highland Club we may terminate your reservation, require you to leave immediately and may retain any money paid to us for such reservation. If we consider your non-compliance to be sufficiently serious we may not accept any future reservations from you and/or not allow you entry to The Highland Club.

16. Your responsibility: If you or any member of your reservation causes damage or loss of any kind to us or any other guests, including but not limited to as described in paragraph F8 (Smoking) above, you will be responsible for that damage or loss and you as the person who made the reservation will be required to pay the costs, including but not limited to those described in this section F.

G Pets

Guests are strictly prohibited from bringing any pets.

H Car parking

Cars must be parked in a designated parking area – parking on the grass or obstructing any other vehicles is strictly prohibited

I The Highland Club facilities

Swimming Pool
1. The maintenance and cleanliness of this facility is the responsibility of Highland Club Management Company (“HCMC”), not individual apartment owners or their agents. HCMC make every effort to keep it clean and tidy but, if it does not meet your expectations, email and we will do our best to arrange HCMC to rectify it as soon as possible.

2. The pool does not have an attendant lifeguard and guests use the pool and associated facilities entirely at their own risk. The person making the booking confirms that all guests within their booking will read The Chapel Pool Complex Regulations (available on site), prior to entering The Chapel Pool Complex and abide by those regulations at all times.

3. We note the following when using the pool:

  • Guests must use the booking system to use the pool complex

  • Swimmers below the age of 16 and non swimmers must be accompanied by a responsible adult at all times

  • No lone swimming is permitted

  • No diving

  • No running

  • No food, drink or outdoor footwear is allowed

  • HCMC retain the right to refuse access or close the pool at anytime.

  • Detailed rules are available on site.

Please note that the swimming pool complex can get very busy during school holiday periods.

The Club Lounge

4. Children under the age of 16 must be supervised by an adult at all times in The Club Lounge and must not use the snooker table.

5. The Club Lounge must be left tidy for the use of other guests.


6. The gym is located on the floor below the Swimming Pool with weights, running, rowing and cycling equipment.

7. Children (whether supervised or not) under the age of 16 are not permitted to use any item of equipment in the Gym

8. The Gym must be left tidy for the use of other guests.

J Special Offers

1. From time to time we will post special offers on a holiday either on a particular property or across all of our properties at The Highland Club. You can find all the active offers and discount codes on our website:

2. Special offers are redeemable on all reservations according to the time frames stated on our website.

3. Guests can only use one Special Offer per reservation.

K Other Important Terms

1. By submitting your email address you agree to be contacted occasionally by us. We will not share your email address with any third party and you may unsubscribe from our emails at any time.

2. Amendments to these terms: We reserve the right to change these T&C’s from time to time and the terms applicable to your reservation are those in force on the date of the booking.

3. Events Beyond our Reasonable Control: We shall not be in breach of these terms or liable for any failure to perform any of our obligations in relation to your reservation due to any adverse event, act, omission or accident which happens which is beyond our reasonable control including but not limited to flood, earthquake, extreme adverse weather conditions, natural disasters, other acts of God, acts of terrorism, partial or full cancellation or delay of major public event, interruption or fire (except by way of our default) or failure of (except by way of our default) electric power, gas, water, or other utility service, plant machinery, computers, vehicles or any collapse of building structures.

4. Complaints, Questions and Disputes: In the event of any problems during your stay, you must report them immediately to the Guest Manager who will attempt to resolve the matter as soon as possible but if you remain dissatisfied you must put your complaint in writing to us within 14 days of your departure. A failure to notify us within this time period may mean that we will be unable to resolve your complaint.

5. Our Liability:
a. We are responsible to you for foreseeable loss and damage caused by us. Loss is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen for example if you discussed it with us during the reservation process.
b. We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence and for fraud or fraudulent misrepresentation.
c. We will not be liable in any circumstances for any loss or damage to personal belongings left in the apartments.
d. We will not be liable in any circumstances for any loss or damage to vehicles you bring to The Highland Club or any property left in them regardless of whether they are parked in a car park connected to The Highland Club or not.

6. Third Party Rights: This contract is between you and us. No other person shall have any rights to enforce any of its terms.

7. Law: These terms and any non-contractual obligations arising out of or in relation to these terms shall be governed by and will be interpreted in accordance with English law. All disputes arising out of or relating to these terms or any non-contractual obligations arising out of or relating to these terms shall be submitted to the non-exclusive jurisdiction of the English courts save that you agree that we retain the right to bring proceedings against you for breach of these terms in your country of residence or any other relevant country.

8. We may transfer our rights and obligations under these terms to another organisation. We will contact you to let you know if we plan to do this. If you are unhappy with the transfer you may contact us to end the contract within fourteen (14) days of us telling you about it and we will refund you any payments you have made in advance.

9. Each of the paragraphs 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.

10. 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 and it will not prevent us taking steps against you at a later date.



Telephone: 020 3478 3897
Email address:

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