WEST COAST STAYS LTD – TERMS & CONDITIONS

Property Name: Bankhouse

Company Number: SC816421

 

RESPECT FOR THE PROPERTY

This property is privately owned. We kindly ask all guests to treat it with the same care and respect they would give their own home, so that future guests may enjoy it just as much.

 

SEASONAL DECORATIONS NOTICE

Please note that from November 25th through to the first week of January, the property is decorated with Christmas and holiday-themed decor. These decorations will remain in place throughout this period and cannot be removed. If you have any concerns related to personal, cultural, or religious preferences, please consider this before booking.

 

ACCESSIBILITY INFORMATION 

We warmly welcome all guests and strive to make our holiday home as comfortable and accessible as possible. The property offers step-free access via a ramp at the entrance and features a ground-floor bedroom with an en-suite bathroom, providing convenient accommodation for guests with limited mobility.

Please note that there is no lift access to the basement or first floor. Additionally, the internal doorway between the dining room and living room may be narrower than standard wheelchair width.

We want every guest to feel at home and enjoy their stay. If you have any specific accessibility requirements or questions, please don’t hesitate to contact us before booking — we’ll be more than happy to discuss your needs and do everything we can to assist.

PROPERTY LAYOUT & ROOM INFORMATION

To ensure full transparency regarding the layout and sleeping arrangements within the property, please review the room configuration below. By booking, guests acknowledge and accept the following setup:

First Floor

• Master Bedroom: Super king bed with private ensuite bathroom (bath & shower).

• Bedroom 2: King bed with private ensuite (shower).

• Bedroom 3: Double bed with private ensuite (shower).
   

Ground Floor

• Bedroom 4: King bed with private ensuite (shower).

• Additional Bathrooms: Two separate bathrooms are located on this floor — one with a shower and one without.
   

Basement Level

• Bedroom 5: Super king bed.

• Bedroom 6: Double bed.

• These two bedrooms share a bathroom equipped with a shower.
   

Dining & Kitchen Areas

• The kitchen/dining area includes a dining table that seats 6 people, with an additional 3 bar stools at the kitchen island.

• The formal dining room seats 10 people. Guests are welcome to move dining chairs between rooms if needed to accommodate their group size.

 

PETS

 

To ensure the comfort of all guests, particularly those with allergies, pets are not permitted in the property. Bringing a pet into the house will result in immediate termination of your stay and forfeiture of all payments made. Any additional cleaning or damage caused by unauthorised animals will be charged to the lead guest.

The only exception to this policy is certified assistance dogs, which must be declared at the time of booking and supported by appropriate documentation.

CHECK OUT - CHECK IN

• Check-in is from 4:00pm on the day of arrival.

• Check-out is by 11:00am on the day of departure.
   

Late check-outs without prior agreement may incur an additional day’s rental charge. We kindly ask all guests to respect these timings to allow for cleaning and preparation for the next guests.

 

BOOKING & PAYMENT POLICY

Deposit & Final Balance

• A 50% deposit is required at the time of booking to secure your reservation.

• The remaining 50% balance is due no later than 14 days (2 weeks) before your arrival date.
   

Automatic Cancellation for Unpaid Balances

• If the final balance is not received by the 14-day deadline, the reservation will be automatically cancelled, and the deposit may be retained in accordance with our cancellation policy.

Before cancelling a booking due to non-payment, we will make reasonable efforts to contact the lead guest using the email and phone number provided at the time of booking.

Late Bookings (Within 14 Days of Arrival)

• For bookings made within 14 days of the arrival date, the full payment is required at the time of booking.

 

CANCELLATION

A 50% deposit is required to secure your booking. This deposit is non-refundable in the event of cancellation.
The remaining balance is due 14 days (2 weeks) prior to the check-in date.
If a cancellation is made after the balance has been paid (within 14 days of arrival), no refund will be issued.
If the booking is cancelled more than 14 days before arrival, only the 50% deposit will be retained.
We strongly recommend guests take out comprehensive travel insurance to cover any unforeseen cancellations or disruptions.
In the unlikely event that we must cancel your booking (for example, due to safety concerns or circumstances beyond our control), you will receive a full refund of all payments made.

 

Unforeseen Circumstances

In the unlikely event that we must cancel your booking due to circumstances beyond our control — such as fire, flood, severe weather, natural disaster, epidemic, or significant damage to the property — you will receive a full refund of all monies paid.

If your holiday must be cut short for any of these reasons, a partial refund will be issued based on the number of unused nights. This refund represents the full extent of our liability, and we will not be responsible for any further compensation, costs, or losses.

If government restrictions (e.g., lockdowns) prevent travel to or from our property, or your home address is subject to local restrictions during your stay, a full refund will also be issued.

GUEST OCCUPANCY

• The property accommodates a maximum of 12 guests, and only those listed on the booking form are permitted to stay.

• If you wish to invite additional visitors during the day, please request approval in advance.

• Overnight guests not listed on the original booking are not permitted under any circumstances.
   

Bookings will not be accepted from anyone under the age of 18, and the property must be used solely for holiday purposes.

The owner reserves the right to decline a booking at their discretion and without obligation to provide a reason.

LEAD GUEST RESPONSIBILITIES

The individual who completes the booking (“the lead guest”) accepts full responsibility for all members of the booking party and any visitors to the property.

This includes responsibility for their behaviour, compliance with these Terms & Conditions, any damage caused, noise disturbances, and any associated charges.

All communication regarding the booking will be conducted with the lead guest.

TRAVEL COTS

We can provide up to 3 standard travel cots, suitable for infants up to approximately 2 years old.

For safety and in line with UK safe sleep guidance (The Lullaby Trust):

• Each cot includes a firm, flat mattress and fitted sheet only.
   

• Pillows, duvets, or additional bedding are not provided.
   

• Guests are welcome to bring their own baby’s sleeping bag or blanket if preferred.
   

• The travel cot(s) will be available at the property but not pre-assembled, allowing parents or guardians to set them up to their own comfort and preference.
   

• Assembly instructions will be provided; setup is quick and easy.
   

This policy ensures a safe and comfortable sleep environment for your little one during your stay.

HIGHCHAIRS

We can provide up to 3 highchairs, which will be confirmed on your booking form.
The highchairs:

• Have been tested for both domestic and non-domestic use.
   

• Comply with European Standard EN 14988:2017 + A2:2024 for safety, durability, and stability.
   

• Are suitable for children able to sit up unaided, up to approximately 3 years old or a maximum weight of 15 kg.
   

Please advise at the time of booking if highchairs are required so we can ensure availability.

 

SMOKING & VAPING POLICY

Smoking and vaping are strictly prohibited indoors. Any breach of this policy will result in the immediate termination of your stay and forfeiture of all payments made.

Guests will also be held responsible for any costs associated with additional cleaning, repairs, or damage resulting from smoking or vaping inside the property.

SECURITY DEPOSIT & DAMAGE POLICY

We do not take a security or damage deposit. However, we kindly ask all guests to treat the property and its contents with care so that others may enjoy them too.

If you notice anything missing, broken, or damaged during your stay, please notify us as soon as possible so we can address it promptly.

Should any damage, breakages, or excessive cleaning needs arise, we appreciate being informed before check-out. The property will be inspected after your departure, and any costs for damage, loss, or additional cleaning will be invoiced to you, with payment required within 7 days of notification.

Decorations & Wall Protection

We understand that guests may be celebrating special occasions; however, Blu Tack, Sellotape, pins, nails, adhesives, or any other method of attaching decorations to walls, doors, furniture, or interior surfaces is strictly prohibited. These items can cause damage to paintwork, wallpaper, and finishes.

Any damage caused as a result of decorations, adhesives, or other prohibited attachments will result in the cost of repair being invoiced to the guest.

Losses Resulting From Damage

If damage caused during your stay results in the cancellation, discounting, or refunding of future bookings, the owner reserves the right to pursue compensation for any associated losses.

Excessive Cleaning

A standard changeover clean is included in the cost of your stay. Additional cleaning charges may apply if the property is left in an unacceptable condition. Examples include (but are not limited to):
• Heavy staining on carpets, rugs, soft furnishings, or bedding
• Bodily fluids or hazardous waste
• Excess rubbish or food waste left outside bins
• Ovens, grills, or appliances left heavily soiled
• Rearranged, damaged, or misused furniture
• Glitter, confetti, party decorations, spillages, or candle wax
• Dishes, pots, and pans left unwashed in large quantities
These charges will be invoiced to the lead guest and payable within 7 days.

 

 

Liability

The owners accept no responsibility for the loss, theft, or damage of personal belongings or vehicles brought onto the property. Guests use the property and its facilities (including the hot tub and sauna) at their own risk. Nothing in these Terms & Conditions excludes liability for injury or loss caused by our negligence or any other liability which cannot be excluded under Scottish law.

HOUSE RULES

Failure to comply with these rules will be treated as a breach of the rental agreement. In serious cases, we reserve the right to terminate the booking immediately without refund.

Property Care & Conduct

• Please do not move furniture (apart from dining room chairs) between rooms or take any indoor furnishings, furniture, or bedding outside.

• Help us stay eco-friendly by switching off lights, heating, air conditioning, and electrical appliances when not in use or when leaving the property.

• Bath towels must not be used at the beach.

• A cleaning fee may be charged if the property is left in an unacceptable condition upon departure.

• Any unreturned keys will incur a replacement fee.

Occupancy & Usage

• The property must not be sublet or re-let under any circumstances.

• All items in the property inventory must remain on-site and must not be transferred to another property.

• The supervision of anyone under 18 years of age is the responsibility of the lead guest at all times.

• Guests are expected to respect neighbours and the local community by keeping noise to a minimum, particularly between 11:00 PM and 8:00 AM.

• We reserve the right to end your stay without refund if any guest behaves in a way that may disturb or negatively impact others.

Prohibited Items & Safety

• The use of fireworks, Chinese lanterns, fire pits, candles, or portable barbecues is strictly prohibited.

Third-Party Services

Any third-party services (such as private chefs, beauty treatments, entertainment, or equipment hire) must be approved by the owners in advance. Guests are responsible for ensuring that any third-party provider has appropriate insurance and qualifications. The owners accept no liability for injury, loss, damage, or unsatisfactory service arising from the use of any third-party provider, whether arranged directly or through us. Unapproved third-party providers may be denied access to the property.

Wi-Fi & Technology Use

• Guests agree to use the Wi-Fi lawfully and reasonably during their stay.

Electric Vehicle Charging

Domestic or “granny” EV chargers must not be used at the property under any circumstances. These devices are not compatible with the property’s electrical infrastructure and may pose a fire risk or invalidate insurance. Any damage, fire, or loss caused by unauthorized charging will be the responsibility of the guest, and associated costs will be invoiced.If you require EV charging during your stay, please contact us for information on approved local charging points.

Hot Tub Guidelines

• Children under 16 must be supervised by an adult at all times while using the hot tub.

• The hot tub is available for use daily between 10:00 AM and 11:00 PM. Please respect these hours to avoid disturbing our neighbours.

• Glassware is not permitted in or around the hot tub. Please use the plastic cups provided for safety.

• Guests must shower before entering to remove any suncream, makeup, or oils.

• No diving or jumping is allowed in the hot tub under any circumstances.

• Always replace the cover after use to maintain water temperature and cleanliness.
  
   

 

Important Notice

Guests use the hot tub at their own risk. The owners accept no liability for accidents, injuries, or health issues resulting from misuse, failure to follow the guidelines, or the consumption of alcohol or drugs before or during use.

Sauna Terms & Conditions

To ensure a safe and enjoyable experience for all guests, please carefully read and adhere to the following rules when using the sauna:

Usage Guidelines

• The sauna is for guest use only and must be used responsibly and at your own risk.

• Children under 16 are not permitted in the sauna unless closely supervised by an adult.

• Maximum recommended usage time is 15–20 minutes per session. Overuse may result in dehydration or dizziness.

• Please shower before entering to maintain hygiene and remove any body lotions, oils, perfumes, or makeup.

• Always sit on a towel while using the sauna.

• Do not eat, drink, or smoke in or near the sauna.

• Alcohol consumption before or during sauna use is strictly discouraged, as it can increase health risks.

• Do not pour water or any substances on the sauna heater unless specifically instructed.

Health & Safety

• Do not use the sauna if you are:

• Pregnant (unless approved by a medical professional)

• Suffering from heart conditions, circulatory disorders, or other health concerns affected by heat

• Feeling unwell, dizzy, or under the influence of alcohol or drugs

• Guests use the sauna at their own risk. The owners accept no liability for accidents, injuries, or health issues that may arise from misuse.

• Please exit the sauna immediately if you feel faint, dizzy, or unwell.

Care & Respect

• Please replace the sauna door securely after use to help retain heat.

• Report any faults or damage immediately.

• Any misuse, damage, or extra cleaning required due to improper use will result in charges to the lead guest.

Important Notice

Guests use the sauna at their own risk. The owners accept no liability for accidents, injuries, or health issues resulting from misuse, failure to follow the guidelines, or the consumption of alcohol or drugs before or during use.

Parking Information

• Please use the designated parking spaces provided at the property.

• Do not block access to neighbouring driveways or properties.

• We kindly ask guests to park considerately and ensure walkways remain clear.

 

These Terms & Conditions, and any contract between you and the owners, are governed by the laws of Scotland.

Any disputes shall be subject to the exclusive jurisdiction of the Scottish courts.

 

COMPLAINTS & FEEDBACK

We want every guest to have a memorable and enjoyable stay. If you experience any issues or have concerns during your visit, it is essential that you contact us immediately so we can address the matter as quickly as possible.

We are located nearby and will do our best to resolve any problems promptly. Most issues can be resolved quickly if reported at the time they occur.

Please note:
Guests must report any issue or concern as soon as it arises during their stay so that we have the opportunity to investigate and resolve it.

We cannot consider requests for refunds or compensation after departure unless the issue could not reasonably have been detected during your stay.

Any formal complaint must be submitted in writing within 28 days of departure.

For any concerns or feedback, please contact us at:
📧 info@westcoaststays.uk

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CONTACT

Email : info@westcoaststays.uk. 

Ruth Faulds -    07956955121                Robert Faulds - 07507 636729

 

EMERGENCY CONTACT DETAILS :

In any emergency you must contact 999.

 

University Hospital Crosshouse:
Address: Kilmarnock Road, Crosshouse, KA2 0BE. Telephone: 01563 521133

Ayrshire Central Hospital:
Address: Kilwinning Road, Irvine KA12 8SS Telephone: 01294 274191 

University Hospital Ayr:
Address: Dalmellington Road, Ayr KA6 6DX Telephone: 01292 610555 

University Hospital Crosshouse:
Address: Kilmarnock Road, Crosshouse, KA2 0BE. Telephone: 01563 521133