You're always at home at moniack

Frequently Asked Questions

BOOKING AND PAYMENT

How can I pay? A non-refundable deposit payment of £25 is made at the time of booking. The balance payment requires to be received by us by close of business on the due date – no later than 14 days prior to your arrival date. A balance payment link will be sent to you approximately one month before your stay - we accept payment by credit/debit cards, direct transfer and sterling cheques drawn on a UK bank. Cheques should be made payable to Richard Koczy. All payments must be in sterling.

What happens if I can’t get to the accommodation due to bad weather, illness or other event outside our control? If you cannot travel due to poor weather, illness, or any event outside our control then please be aware that we will not provide a refund. However, you may be able to claim on your own travel insurance. We recommend that all guests take out travel insurance when they first secure a booking.

How do I pick up the key? The key arrangements will be sent to you prior to your stay, following receipt of the full balance payment.

STAYING AT MONIACK LODGES 

What are the arrival and departure times? The chalet will be ready for your party with self-check-in available from 5pm on your arrival day – instructions for how to access the chalet will be sent to you following receipt of your balance payment.

The check-out time is by 9:30am on the departure date.

We are asking everyone to strictly adhere to these times, which are crucial to ensuring that our housekeepers have enough time to clean each chalet to an enhanced standard while following the Government physical distancing rules.

Is linen provided? Yes, our chalets are fully equipped with sheets and towels. All the beds are fully made up for your arrival.

Are there toilet rolls, soap, milk, teabags, coffee, hairdryer? A welcome tray with loose leaf tea, ground coffee and sugar awaits your arrival and you will find a pint of milk in the fridge. We also provide toilet rolls and soap, but no other toiletries. A hairdryer is provided.

Can I charge my electric vehicle at the accommodation? No. Our chalets’ electrical systems have not been designed to provide continuous power from one socket over several hours.  If an ordinary socket is used to charge an electric vehicle, there is significant risk of an electrical fire and consequent danger to life.  Therefore, we are unable to allow electric vehicle charging from our properties at present.

We are working to provide external Mode 1 supplemental charging outlets at our properties.  Where this is available, please request this facility when booking the property to ensure the outlet is enabled on your arrival.  Please book this facility in advance.

What should I bring with me? A torch could be useful for non-summer stays – there’s a light over each outside door, but no street lighting in the area. We recommend bringing walking shoes/boots and/or wellies – these are our preferred footwear for walking on our local trails.

Do you allow dogs? We welcome up to two dogs to each of our properties – there is no fee to pay – please use our booking form to inform us prior to your stay. Each chalet has its own, large woodland garden and Reelig Glen’s Forest Trails are a short walk from our chalets.

Smithywood chalet has up to a one metre tall fence enclosing the immediate garden grounds, where you can sit with your four-legged companions on the decking to the front and at a picnic table to the rear, overlooking Moniack Burn. There is a small wildlife pond in the front garden - look out for newts, frogs, beetles and other insects attracted to the water! Affleck's garden is enclosed on three sides by a stone dyke (wall) and fences, but is open to the burn.

A small doggy welcome pack is provided – with poop bags, a water bowl and towel for drying your dog after outings, for use during their stay, and a treat. We can provide a plastic dog bed - please bring along your dogs’ crate, if preferred, and don’t forget their own comfy bedding, food and food bowl. Dogs must be kept off the furniture and under proper control. You may not leave your dog/s unattended in our properties.

PLEASE NOTE: Reelig and Moniack is a sheep-farming area; therefore, we ask that your dog is supervised when in the garden grounds and the surrounding area.

COVID-19 CLEANING STANDARD 

Are we ‘Covid-19’ secure? We're adhering to all Government and public health requirements and have been accredited with Visit Scotland’s 'We’re Good to Go' industry standard.

Guests are welcome to arrive at their accommodation anytime from 5pm on the arrival day, while departure is by 9:30am on the departure day. We are asking everyone to strictly adhere to these times, which are crucial to ensuring that our housekeepers have enough time to clean the building to an enhanced standard while following the Government physical distancing laws.

We ask that the booker of any stay with us has contact details for everyone in their party. Please note we may share a booker’s contact details and length of stay with the NHS Test and Trace service. We also ask that if, during a stay, any person starts to show symptoms of Coronavirus or is advised to self-isolate, guests let us know as soon as possible.

If you or a member of your party tests positive for the virus or is displaying symptoms they should stay home and not travel on holiday.

If a guest develops symptoms while on holiday, they should immediately book a test through NHS Inform. If a guest is asked to isolate can travel home safely to isolate, avoiding the use of public transport, they should do this. In the event that this is not possible, the guest should discuss this with the NHS Test and Protect team.

PLEASE NOTE:  If you stay at Moniack Lodges while isolating, you will be requested to pay for all affected bookings (including for the full holiday rental for the next incoming guest/s).

Should the government announce another lock-down that affects your holiday date, any payment made (deposit and balance) will be refunded in full.

Our ‘Covid-19 secure’ cleaning regime. The cleanliness of our properties has always been paramount to us. Stays at Moniack Lodges are contact-free, keys are collected onsite and we are carefully disinfecting them all. We leave a gap of a minimum of 55 hours between each party’s departure and the arrival of the incoming guests.

Within properties, we are keeping to our usual high standards of presentation. Important information about the building is presented in wipeable plastic folders or on laminated sheets. All kitchenware and crockery is clean but not sanitised, so we recommend that guests rewash items in hot, soapy water before use. Cots for children are still available, but as we aren’t currently able to sanitise them, if one is required, we encourage guests to bring their own.

We are taking extra care of high-touch surface areas such as door handles, light switches, kettles and toasters. We are also ensuring the cleanliness of our upholstery, including armchairs and curtains. As always, our bed linen and towels are washed to the highest standards in accordance with the latest virus-control procedures.

Our properties are equipped with books and local information leaflets. We’ve kept these available, but as we aren’t able to sanitise each individual item during a changeover, we ask guests to wash their hands thoroughly after use.

We have always provided cleaning products in safe locations throughout our properties and, during a stay, guests are welcome to use these freely.

Our housekeepers wear PPE where appropriate. We have developed new Safe Working Practices and undertaken fresh Risk Assessments, following the latest advice.

If, during a stay, there is an exceptional reason why a member of staff or contractor may need to visit a property (for example to rectify an issue in the building), we will inform guests with as much notice as possible and adhere to all Government physical distancing.

You'll find further information and terms in our 'Booking Contract'.

If you have any questions, please don't hesitate to get in touch with us.

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