Our Terms

The Small Print

1. Introduction

These Conditions apply to all guests of Moness Resort (Hotel or Self-Catering Cottages). These are the terms on which we will make a booking for you to stay with us at the Moness Resort. By completing your booking via our website or after looking at our website and then completing your booking via the telephone, you are accepting these terms of business. Moness Resort is the trading name of Moness Group Ltd (Moness Resort).

Our Terms of Business are governed by Scottish Law and the jurisdiction of the Scottish Courts.


2. Bookings

2.1 Guests may book in advance or on arrival. However to avoid disappointment guests are advised to book in advance. Hotel rooms and self-catering cottages at Moness are subject to availability and Moness Resort reserves the right to refuse any booking for good reason.


2.2 Payment will generally be required in advance, except for walk in bookings, on the day who will be asked for a credit/debit card which will be verified and payment will be taken on departure.


2.3 For all telephone bookings the following applies: Cottage bookings attract a non -refundable deposit of £100 per cottage is payable at the time of booking. For hotel bookings a non-refundable deposit of 20% of the total booking is payable, the balance of any cottage bookings is taken from your credit card six weeks prior to arrival.We will naturally contact you for authorisation. The balance for any hotel booking is payable on departure as per 2.2 above. If we don't receive written notification of cancellation within 7 days of receipt of your booking confirmation, you will be deemed to have fully and irrevocably accepted our terms of business. All prices quoted include VAT at 20%.


2.4 Website bookings, special prices and all special offers will be charged in full at the time of booking and are usually non-refundable.


2.5 Only one discount or special offer can be applied per booking. Once you have made your booking any offers that subsequently become available such as last minute offers, cannot subsequently be applied to an existing booking.


2.6 Christmas and New Year festivity bookings will require a 20% deposit and full payment 4 weeks prior to arrival and are excldued from any special discounts or reduced rates.


2.7 The booking information that you provide to us will be used only by Moness Resort. All of your contact details will be kept confidential and only used to inform you about further offers at Moness Resort and only passed to the relevant suppliers of your travel arrangements or other persons necessary for the provision of your visit arrangements.


3. Check-in and Check-out Times

3.1 Self-Catering Guests may check-in at any time from 4.00 p.m. on day of arrival. If a guest has not checked-in by 9.00 p.m., we are entitled to re-let the cottage unless the guest has notified Moness that they will be arriving late. On departure, self-catering guests must vacate their cottage no later than 10.00 a.m. Failure to do so will entitle Moness Resort to charge for an additional night.


3.2 Hotel Guests may check in at any time from 3.00pm on the day of arrival. If a guest has not checked in by 9.00 p.m., we are entitled to re-let the room or cottage unless the guest has notified Moness that they will be arriving late. On departure hotel guests must vacate their rooms by 11.00 a.m. Failure to do so will entitle Moness Resort to charge for an additional night.


4. Charges

4.1 Charges will be at our current hotel room or self-catering cottage rates as displayed at Reception and available on request. Price lists for additional items, such as Restaurant meals and Room Service, are on display at relevant locations and available on request.


4.2 Guests are responsible for the payment of any outstanding charges or breakages.


4.3 It is a condition of your rental that you accept full responsibility for any accidental damage to or loss from your accommodation during your stay. On arrival we require a credit/debit card, pre authorisation for £100. Pre Authorisation is not payment itself and the full amount of your account will be debited from your card/s on departure.


4.4 Guests must present us with a bona fide credit or debit card on arrival then all outstanding charges will be taken on departure. Failure to provide a suitable card may result in you being denied entry.


4.5 Guests staying in cottages will be liable for a utility service charge. The fee will appear on your bill for payment on check out. The charge is calculated per night - 1 bed £3.50 2 bed £4.50 3 bed £5.50 during British Summertime and over the winter months the service charge is 1 bed £4.50, 2 bed £5.50 and 3 bed £6.50.


4.6 Meals (apart from breakfast) taken in the resort are subject to a discretionary 10% Service Charge. This is displayed on your food outlet bill and is accepted by way of a signature. Those not willing to pay this service charge must request its removal prior to signature.


5. Payment

When you use www.moness.com or you book via our call centre we will ask you to provide us with credit / debit card details in order to cover the cost of your booking. If there are problems with the credit / debit card that means we cannot collect the payment we will not allow you to complete the booking and will not collect any money. In the event that we have problems processing your card after the booking is made we will notify you to provide alternative payment details.


Please note that payments of balances due must be received no later than 6 weeks prior to travel. Unless you contact our administration department prior to your balance due date, the card(s) you used at the time of booking will automatically be debited for the amount due on that date. If you have used more than one card the balance will be split equally amongst the cards you originally used. If for whatever reason your payment is received after this time we reserve the right to charge an administration fee of £20.00 per person.


We levy a charge of 2.5% of the transaction value where payments are made by credit card and 0% by a debit card. If for any reason we do not receive payment on the due date, we shall be entitled to cancel the booking with loss of all monies you had previously paid and any cancellation fees as well as any charges laid out below.


6. Cancellation and Amendments

6.1 Cancellations may be advised by telephone but must be confirmed in writing and will not take effect until received by us and acknowledged. If you cancel or amend your booking we reserve the right to charge the relevant cancellation or amendment charge.


6.2 The following cancellation charges will be payable.


a. Cottages:

More than 6 weeks-(42 days)-Loss of deposit.


Within 6 weeks (42 days)-100% of balance.


We therefore advise all guests to arrange the relevant holiday insurance for cancellation or curtailment of holiday in order to try to indemnify them from these charges.


b. Hotel rooms

The non-refundable deposit paid to secure your reservation will not normally be refunded to you. Cancellations made 0-7 days prior to arrival and the non-arrival of guests will incur 100% of the total rate which will be debited from the card used to guarantee the reservation.


6.3 Where the booking permits, any change or amendment to the arrival date, departure date, room or cottage type made in the original reservation is subject to the availability at the time the change is requested and may result in a possible rate change.


6.4 If you have taken out holiday insurance and the reason you are cancelling is covered by that insurance, you should be able to obtain payment of these cancellation charges (after deducting any part of the claim which the insurance company insists you pay) from your insurance company. You must pay the cancellation charges first. Please make sure you get written confirmation of your cancellation from us - this proves we have received your cancellation and you will need it to make a claim on your insurance policy.


7. Relocation

7.1 In the unlikely event that Moness does not, for any reason have the required number and types of rooms available as per the booking; Moness reserves the right to relocate the client/s to an alternative hotel or self-catering cottage of a similar standard in the same locality. The extra and reasonable accommodation expenses incurred for equivalent accommodation (for the first night only) shall at Moness's discretion, which will normally be exercised in favour of the Client, be borne by Moness. The acceptance of this obligation (which will not release the Client of the obligation to pay Moness the relevant Charges) shall be in lieu of all other liabilities or obligations, which are hereby expressly excluded.


7.2 Occasionally Moness may need to make a change and we will try to let you know of any important changes before you book. If you have already completed your booking we will let you know as soon as we can if there is time prior to your arrival. In the unlikely event that we have to make a major change or alteration to your booking,we will offer you the option of accepting the change or cancelling the accommodation booking and receiving a full refund of all monies paid for the accommodation. We do not accept any responsibility for any expenses or costs incurred by you as a result of the change or cancellations that are due to unusual or unforeseen circumstances beyond our control. These can include but are not limited to, war or threat of war, riot, civil strife, terrorist activity, natural or manmade disaster, fire, adverse weather conditions, government action or accommodation no longer being available.


7.3 Whilst specific rooms/cottages can be requested, these are never guaranteed and we will allocate a room/cottage for you based on the operational needs of the business. All accommodation is priced on room/cottage size only.  


7.4 Moness reserves the right to cancel any booking made and refund all monies.


8. Right of Refusal

8.1 Moness reserves the right to refuse a guest entry and accommodation if, on arrival, management reasonably considers that the guest is under the influence of drink or drugs, is unsuitably dressed or is behaving in a threatening, abusive or otherwise unacceptable manner.


9. Disturbance

9.1 Moness reserves the right to require a guest to leave if he/she is causing a disturbance, annoying other guests or Moness staff or is behaving in an unacceptable manner.

10. Hotel & Self-Catering Rules

10.1 Guests shall comply with all reasonable rules and procedures in effect at Moness, including but not limited to health and safety and security procedures and statutory requirements as to registration.


10.2 Guests shall not bring their own food or drink into the Hotel for consumption at the Hotel.


10.3 Please note that pets of guests/customers/visitors are not permitted within the accommodation, public areas or grounds. Anyone found contravening this will have an automatic £250.00 deep cleaning charge added to their account. Guide dogs, trainee guide dogs, hearing dogs for the deaf and other aid dogs will be permitted but Moness must be informed of this at the time of booking.


10.4 Children under the age of 14 must be supervised by an adult guest at all times.


10.5 Smoking is strictly not permitted in the Hotel, Leisure Club or any other public area on the resort. Guests found smoking in the Hotel rooms will have an automatic £250 deep cleaning charge added to their account.


10.6 Management expect that all accommodations at Moness Resort are left in an acceptable and orderly standard of cleanliness at the end of your occupation otherwise we reserve the right to charge an additional cleaning fee of up to £250.00.


11. Valuables

Self-catering cottages are not equipped with safes and there are no secure facilities with the hotel. All property is the responsibility of the owner / guest.


12. Losses, Liabilities etc.

12.1 Guests must report any loss of or damage to their property immediately on discovery to Reception, where this will be logged in the duty manager’s book.


12.2 “Don’t forget your property”. Whilst every effort is made to return lost property to its rightful owner Moness Resort cannot be held liable for items damaged in storage or lost in transit after being left behind. Please double-check your hotel room or cottage before departure. Returns will incur postage & packaging charges. Unclaimed items are kept for a period of two weeks before being donated to charity where appropriate. 


12.3 Guests shall not enter areas of the Hotel or resort grounds, which are indicated as being closed to the public. Moness Resort shall not be responsible for death, personal injury or loss or damage to property suffered by a guest in such areas.


12.4 Moness Resort shall not be liable to a guest for any loss or damage to property caused by the misconduct or negligence of a guest or an Act of God, or where the guest remains in exclusive charge of the property concerned.


12.5 Moness Resort liability for any other loss of or damage to a guest's property is limited to £50 for any one article or £100 in aggregate, except where, stolen, lost or damaged through the default, neglect or wilful act of Moness Resort.


12.6 Moness Resort shall not be liable for any failure or delay in performing any of its obligations under this Agreement if the failure or delay was due to any cause beyond its reasonable control, including (without limitation) war or threat of war, civil or political action or disturbance, riot, natural disaster, fire, epidemic, bad weather, terrorist activity (threatened or actual), military activity, governmental or regulatory action, industrial dispute, act of God, failure of power or machinery, failure of or interruption in externally provided services and utilities, and all similar events outside Moness Resort’s control.


12.7 Whilst all reasonable efforts have been taken by Moness Resort to ensure that Bookings made under this Agreement are able to proceed, Moness Resort reserves the right to relocate any Booking to another hotel or self-catering cottage of similar size and standard in the locality. The Client acknowledges that Moness Resort accepts no liability for any loss or damage suffered by or caused to the Client in consequence of the relocation of the Client.


12.8 For the avoidance of doubt, Moness Resort does not exclude its liability for death or personal injury caused by the Moness Resort’s negligence.


12.9 Guests should also refer to the Notice relating to Loss or Damage to Guest's Property displayed in Reception.


12.10 Moness Resort is not liable for any loss or damage caused to a guest's vehicle, unless caused by Moness Resort's wilful misconduct.


12.11 Guests will be liable for any loss, damage or personal injury they may cause at Moness.


12.12 Moness Resort provides an online platform for you to browse and search activities, and acts as booking agent only in respect of bookings we make on your behalf. By booking any activity on our site or over the phone you will be entering into a contractual relationship with the activity provider, we act solely as an intermediary and agent.  This means that in the event of you suffering any losses, expenses, personal injury, illness or death as a result of any act or omission of an activity provider or you have any complaint about the quality of the services provided or having any other complaint at all, your sole right of redress will be against the independent third party who provided such service and Moness Resort will be under no liability at all (whether in contract, tort or otherwise).   You understand that we may not have conducted any quality or other checks on the activity providers and we make no representations about the suitability of the activities and/or services offered We do not guarantee the accuracy of, and disclaim liability for any inaccuracies relating to any activity and services offered for sale through us. We shall not be liable for any damages arising as a result of any inaccurate information or errors on our Site which relate to activity information. We shall not be liable to you for any losses in the event of activity providers overbooking, cancelling bookings in full or in part, force majeure events or any other cause beyond our or their control.


12.13 These Conditions shall be governed by Scottish law and you agree to submit to the jurisdiction of the Scottish courts.


13. Insurance

We strongly advise that you take out a travel insurance policy in order to cover you and your party against the cost of cancellation by you; the cost of assistance (including repatriation) in the event of accident or illness; loss of baggage and money; and other expenses.


14. Website Accuracy

14.1 Information on our website is posted in good faith and is updated regularly .We take all reasonable care to ensure that the information published about Moness Resort is accurate. However, we cannot totally guarantee the completeness and accuracy of the information presented. Certain facilities or amenities may be temporarily unavailable for operational reasons. We accept no responsibility for errors or omissions within the descriptions.


14.2 All leisure facilities advertised at Moness Resort form a complementary part of your stay and can be withdrawn without notice when deemed essential. 


14.3 Prices shown on the website are believed accurate but, in the event of any inaccuracy or discrepancy we will contact you at the earliest opportunity, where we reserve the right cancel any booking. We recommend you contact us if you are in any doubt or have any queries before acting on any information on our website.


14.4 Moness Resort does advertise free WIFI, however due to its Rural location and at peak periods WIFI can be temperamental, we do install boosters throughout the resort to boost the signal which helps and apologize for any inconvenience this may cause, this facility does not form part of our contract with you and we cannot be held responsible if the service develops a fault or is unavailable for any reason


15. Accommodation

Hotel rooms and self-catering cottages may vary slightly from those describes and not all the apartments or hotel rooms are identical, therefore the décor or furnishings may differ from those shown in the brochure or on the website.


16. Star Ratings

These are used to indicate the overall quality and standard of Moness. The ratings are supplied by VisitScoitland and are based on certain criteria including the overall standard of Moness, the accommodation (both hotel and self-catering), the quality of the furnishings, the quality of the available food and the range of facilities within the hotel / resort. Moness currently has a 4 star VisitScotland rating for the hotel and a 3 star rating for the cottages.


17. Claims and Complaints

Any complaint or claim should be brought to the attention of Reception in the first instance. Customer Services will then be advised and will contact you as soon as possible.


If you are still not satisfied you should write directly to Customer Services Manager, Moness Resort, Crieff Road, Aberfeldy, Perthshire PH15 2DY within 14 days of your return. We do not accept any post travel correspondence in any other format or outside of this time period and we will not respond unless the letter is sent with any supporting paperwork (copies only) to the address shown above.


18. Delivery of Documents

All documents, where possible will be delivered to you via the email address provided at the time of booking. Where we are required to deliver a paper document, it will be sent to the address of the cardholder / lead client via 1st Class post. Moness Resort accepts no responsibility for any item that is lost in transit, nor do we accept any costs resulting in the loss or delay of any item sent to you. If you wish to receive any documents via a more secure postal service i.e. Recorded Delivery, there will be a minimum £5 charge. Please advise our Customer Services Department as soon as you have confirmed your booking.


19. Additional Requests

If you have a special request for adjoining rooms, special diets, champagne or flowers etc., please indicate at the time of booking and we will endeavour to meet these requirements. However, these requests cannot be guaranteed as they do not form part of the contract and any extra costs are payable locally. We cannot accept requests for rooms with a particular view unless the supplement for that view (e.g. garden view or south facing) has been paid and the room type confirmed on your invoice.


20. Change of Personal Details

It is the client’s responsibility to inform us (in writing) of any change in their personal details including but not limited to Postal Address, Email Address, Telephone Number, Mobile Telephone Number. Moness Resort does not accept any responsibility for any event, circumstance or cost that arises from this information not being communicated in a timely fashion.


21. Gift Certificate Terms and Conditions

Moness Resort Gift Vouchers are not transferable. Gift Vouchers are valid until the date stamped, 12 months after the date of issue. Gift Vouchers can be redeemed in exchange for accommodation or food and beverage purchases at Moness Resort. When redeeming Gift Vouchers for hotel accommodations, accommodations must be booked direct with Moness Reservations: 01887 822108. Gift Vouchers are not valid for reservations made via Travel Agents or any other 3rd parties. Gift Vouchers cannot be exchanged for cash. No change will be given. Any balance on the Gift Vouchers is forfeited. Vouchers are only valid for the person named as the voucher recipient.


Moness Resort will not be liable to any person for Gift Vouchers which have been lost or stolen and shall not reissue lost or stolen Gift Vouchers. When redeeming Gift Vouchers for accommodation, please inform the reservations agent that you wish to use Moness Resort Gift Vouchers as payment. Please note, for all bookings requiring a credit card deposit, a credit card guarantee will be required to secure your booking for late arrival.


The validity of the voucher cannot be extended. If a voucher is partially redeemed the remaining balance is non-refundable. If you would like to add to your voucher e.g. book extra nights or meals then call us on 01887 822108. If it is a monetary voucher you can add on extras at the time of booking and we will deduct the value of the voucher from your full payment.


Vouchers are only valid for the payment of bookings to Moness House Hotel and Country Club and any associated taxes, fees and charges. They can be redeemed against hotel or self-catering accommodation and meals such as breakfast and dinner taken at Moness.


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