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FAQs

Who are Scotts Castle Holidays?

Scotts Castle Holidays was formed in 1988 and remains the oldest established holiday lettings agency specialising in marketing and letting castles and large holiday homes in Scotland.

Large holiday homes are our specialty. Clients who contact us are looking for a holiday property on behalf of a substantial group and as such, want to make sure they feel they can trust us to help them find a property that suits the requirements of their group. Our team have a great collective knowledge of the properties we let and are experts in recommending, referring and matching the right property to the right group of clients. We are not a call centre, we are a small group of professional individuals focused on making sure we give every single one of our clients the best possible service.

We are strongly committed to providing excellence in customer service and are considered leaders in our field. We are a small, independently owned partnership; letting holiday homes for over 20 years and consider every one of our customers as unique individuals with unique needs.


Can I upgrade my property?

Hiring a butler, housekeeper or cook can be a welcome break for those who would also like to feel they are on holiday from those boring but important chores! We can help arrange for clients to up-grade their self catered properties for the duration or part of their stay.


How do I book a property?

You can do so using this website by navigating to the property you wish to book, selecting your dates and following the booking process. Alternatively you can contact our office by email or by phone and as long as the property is still available our staff will provisionally book the property in your name. They will then ask you to fill out our online booking and payments form. You will be supplied with the necessary instructions to access this secure part of our website.


How long does my provisional hold last?

To ensure no-one else books the same dates you've got 3 days to book the property online before the dates are automatically released back into the system. A provisional hold is not a guaranteed booking. To guarantee a booking you will need to complete the online booking, submit the necessary payment and be in receipt of confirmation paperwork from Scotts Castle Holidays.


How much is the deposit?

A deposit of 30% of the total rental is required to confirm a booking, unless the holiday start date is within 8 weeks in which case full payment is required.


Who is ultimately responsible for the booking?

Once the booking is confirmed the Group Leader ie. the person who filled out the online booking and accepted the booking contract, is liable for the full payment of the holiday. The Group Leader is also responsible for ensuring the group are covered by an appropriate holiday insurance policy.


When do I pay the remaining balance of my booking?

The balance payment is due within 8 weeks of the holiday start date. Notification reminders will be emailed to the Group Leader at around that time. Once your balance payment has been paid in full, you will be sent travel directions, key holder contact details and any other information we feel you might find helpful.


Last Minute Bookings

If you reserve a property less than 8 weeks before the holiday commencement date, it is considered a last minute booking and will need to be paid in full to be confirmed.


Can anyone else help to pay off the balance?

Yes. Interim payments can be made online by any individual once the initial deposit has been paid. All the individual needs to be provided with is the surname of the Group Leader and the booking reference number. The Group Leader will be notified of any payments made against the booking and the balance totals.


What methods of payment do you accept?

We accept payment via credit or debit card (not including AMEX); or bank transfer (details supplied when you submit your online payment form). If paying by bank transfer please remember to put your booking reference number against the payment so we can reconcile the amount with your booking.


What about the Good Housekeeping Deposit?

A good housekeeping deposit (GHD) will be required within 7 days of your holiday to act as surety against damage or excessive cleaning during or following your tenancy at the property. This payment is set by the owner and collected and refunded on behalf of the owner. The preferred method of payment for this fully-refundable bond is by credit/debit card. Unless the owner instructs us to refund your deposit sooner, payments made by credit/debit card will automatically be released within 8 working days of your departure. Cheques are not accepted. Payments by bank transfer will take longer with refunds taking anywhere up to 20 working days to reach your account. For international bank transfer payments you will also be liable for payment of all sending and receiving costs. The GHD must be paid online and can be submitted by any member of your group. Whomever submits payment for the GHD will accept responsibility on behalf of the group for ensuring the property is left in the same condition it was found. The GHD can only be paid online within 7 days prior to the holiday start date. Notification reminders will automatically be sent by email to the Group Leader when the GHD is due to be paid.


Can I hold a party/invite extra guests?

This will depend on the size & nature of the party you are planning to hold. Each property is insured to accommodate and cater for the maximum occupancy advertised. Any numbers exceeding this amount regardless of the period of time they spend at property will need to be authorised by the owner (via the agency) prior to confirming the booking, as further stipulations and charges may apply. If in doubt it is best to check with one of our travel consultants who will be happy to advise.


What about Holiday Cover?

It is very important you insure yourself & your group appropriately in the unfortunate event you have to cancel your holiday. This is why we STRONGLY advocate that YOU take out Holiday Cancellation Insurance for yourself and your group. In some instances we may choose to turn down a booking should we feel you are unlikely to have insured yourself or your group appropriately. This would be entirely at the discretion of the property owner or agency staff. No liability would be accepted should we later discover a client who had booked a holiday through Scotts Castle Holidays had NOT taken out appropriate holiday cover.

Once you have committed to a booking (by signing the booking form which is a legally binding contract) you are liable for the full payment of the holiday rental. Taking out holiday cover mitigates your financial risk in the event you need to cancel your booking and the reason is covered by your policy.

Whilst our terms and conditions advise customers to take out adequate travel insurance, we are unable to offer or charge clients for this facility. Regulations enforced in 2009 now prevent companies without the necessary FSA authorisation to sell or advise on travel insurance.


What's the cancellation policy?

You are liable for the full payment of the holiday rental once the booking has been confirmed. It is why we strongly encourage you invest in travel insurance. The property owner is not obliged to refund monies you’ve paid them (via us) and will expect full payment for the holiday as per the booking terms. Should the dates be re-let, you will be refunded any monies paid to the owner minus the cancellation fee. For more information about the cancellation policy please contact our Customer Service: +44 (0)1208 821 341

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