PART A – WELCOME

1. Our Promise

Our Commitment to One Another

We believe that the best guest experiences are built on mutual trust, respect and good communication. Edinburgh Escapes will always endeavour to act fairly, reasonably and professionally, and we ask our Guests to do the same throughout the booking process and their Stay.

Most issues can be resolved quickly when brought to our attention during a Stay, and we encourage Guests to contact us as soon as possible if anything is not as expected.

At Edinburgh Escapes, we believe that exceptional stays begin with clear communication, mutual respect and no unpleasant surprises.

These Booking Terms explain how your booking works, what you can expect from us, and what we ask of you in return. They have been written in plain English wherever possible whilst also forming a legally binding agreement between you and Edinburgh Escapes.

Our aim is simple: to provide professionally managed, high-quality holiday accommodation throughout Edinburgh, supported by friendly local expertise and transparent booking practices.

Every property listed on our website is professionally managed by Edinburgh Escapes on behalf of its individual owner. Whilst each property has its own unique character, we work hard to ensure that every guest enjoys consistently high standards of cleanliness, comfort and service.

We also recognise that every booking represents a relationship between several parties:

• you, our guest;
• the homeowner who has entrusted us with managing their property;
• neighbouring residents;
• our housekeeping and maintenance teams; and
• Edinburgh Escapes.

These Terms help ensure that relationship remains fair, enjoyable and respectful for everyone involved.

By confirming a booking, you agree to comply with these Terms together with our House Rules, Cancellation Policy and any additional property-specific conditions shown during the booking process.

Nothing within these Terms affects your statutory rights as a consumer.

2. About Edinburgh Escapes

Edinburgh Escapes is the direct booking brand operated by Evergreen Property Limited.

We specialise in professionally managed self-catering accommodation across Edinburgh, offering visitors an alternative to traditional hotels whilst providing the reassurance of dealing with an experienced local property management company.

Unlike online marketplaces, every property advertised through Edinburgh Escapes is professionally managed by our own team. This enables us to maintain consistent standards, provide local guest support and respond quickly should assistance be required during your stay.

Throughout these Booking Terms, Edinburgh Escapes acts as the booking agent and property manager on behalf of individual property owners.

Unless specifically stated otherwise, references to "we", "our" or "us" mean Edinburgh Escapes and Evergreen Property Limited acting in its capacity as property manager.

Our contact details are:

Edinburgh Escapes

Operated by Evergreen Property Limited

Email: stay@edinburghescapes.com

Telephone: 0131 235 2373

Website: www.edinburghescapes.com

3. Definitions

In these Booking Terms, the following expressions have the meanings set out below.

Arrival Date

The date on which your booking is scheduled to begin.

Booking

The reservation made by the Lead Guest and accepted by Edinburgh Escapes following written confirmation.

Booking Confirmation

The email or other written communication issued by Edinburgh Escapes confirming acceptance of a Booking.

Booking Price

The total amount payable for the Booking, including any applicable taxes, fees and visitor levies displayed during the booking process.

Departure Date

The date on which the Guest is required to vacate the Property.

Edinburgh Escapes

The trading name operated by Evergreen Property Limited, responsible for managing the Property and administering the Booking.

Guest

Any person authorised to occupy the Property during the Booking.

House Rules

The separate document published by Edinburgh Escapes setting out the operational rules applying to each stay, together with any additional property-specific requirements displayed before or during the Booking.

Lead Guest

The individual making the Booking who enters into the contract with Edinburgh Escapes and accepts responsibility for the Booking and every member of the booking party.

Owner

The legal owner of the Property who has appointed Edinburgh Escapes to professionally manage the accommodation.

Property

The holiday accommodation identified within the Booking Confirmation.

Stay

The period between the Arrival Date and Departure Date shown within the Booking Confirmation.

Visitor Levy

Any local visitor levy, tourism tax or similar statutory charge introduced by the relevant local authority and payable in accordance with applicable legislation.

Website

The Edinburgh Escapes website together with any official online booking platform operated directly by Edinburgh Escapes.

4. Interpretation

Unless the context requires otherwise:

4.1 References to the singular include the plural and vice versa.

4.2 References to one gender include all genders.

4.3 Headings are included for convenience only and do not affect the interpretation of these Terms.

4.4 References to legislation include any amendment, replacement or re-enactment of that legislation.

4.5 Any reference to "including" or "includes" shall be interpreted as meaning "including without limitation."

4.6 References to "reasonable" or "reasonably" mean reasonable in all of the circumstances known at the relevant time.

4.7 If any provision within these Terms is found by a court or other competent authority to be unlawful, invalid or unenforceable, the remaining provisions shall remain in full force and effect.

4.8 Any delay or failure by Edinburgh Escapes to exercise a right under these Terms shall not constitute a waiver of that right.

4.9 These Booking Terms should be read together with:

• our Cancellation Policy;
• our House Rules;
• our Privacy Policy;
• our Cookie Policy;
• any property-specific conditions shown before your booking is confirmed; and
• any written correspondence forming part of your Booking Confirmation.

Where there is any conflict between these documents, the Booking Confirmation shall take precedence, followed by any property-specific conditions, before these Booking Terms.

4.10 These Terms constitute the entire agreement between the Lead Guest and Edinburgh Escapes relating to the Booking and supersede any previous discussions, representations or understandings unless confirmed in writing.

4.11 No person other than the Lead Guest and Edinburgh Escapes shall have any contractual right to enforce these Terms, except where such rights arise under applicable law.

End of Part A

PART B – MAKING A BOOKING

5. Booking Eligibility

5.1 Lead Guest Requirements

The Lead Guest must:

1. be at least 21 years of age at the time of making the Booking;
2. remain a guest at the Property throughout the Stay;
3. accept responsibility for ensuring that every Guest complies with these Booking Terms and the House Rules;
4. provide accurate, complete and truthful information throughout the booking process; and
5. have the legal capacity to enter into a binding contract.

Edinburgh Escapes may request evidence of age and identity at any time before or during the Stay.

5.2 Authority to Book

The Lead Guest confirms that they are authorised to make the Booking on behalf of every member of the booking party.

It is the Lead Guest's responsibility to ensure that all Guests have read and understood these Booking Terms and any property-specific conditions before arrival.

5.3 Accuracy of Information

All information supplied during the booking process must be accurate.

This includes, but is not limited to:

• the Lead Guest's full name;
• residential address;
• telephone number;
• email address;
• payment details;
• the total number of Guests;
• anticipated arrival information where requested.

Providing false, misleading or incomplete information may result in cancellation of the Booking without liability to Edinburgh Escapes.

5.4 Identification

To protect property owners, neighbouring residents and our business from fraud, Edinburgh Escapes reserves the right to request:

• government-issued photographic identification;
• proof of address;
• confirmation of the payment card holder;
• confirmation of the purpose of the Stay; and
• details of all intended Guests.

Check-in instructions may be withheld until satisfactory verification has been completed.

5.5 Prohibited Bookings

Bookings must not be made:

• on behalf of an undisclosed third party without our prior written agreement;
• using false identities;
• using fraudulent payment methods;
• for unlawful purposes;
• with the intention of holding parties or unauthorised events;
• for commercial activities without prior written consent.

Edinburgh Escapes reserves the right to refuse or cancel any Booking where we reasonably believe these conditions have not been met.

6. Making a Booking

6.1 Booking Process

Bookings may be made directly through the Edinburgh Escapes website or by another booking method expressly approved by Edinburgh Escapes.

Submitting a booking request does not automatically create a binding contract.

All bookings remain subject to:

• availability;
• payment authorisation;
• verification procedures;
• acceptance by Edinburgh Escapes.

6.2 Availability

Whilst every effort is made to ensure availability shown on our Website is accurate, all bookings remain subject to final confirmation.

In the unlikely event that a Property becomes unavailable before confirmation is issued, any payment received will be refunded in full.

6.3 Property Information

We aim to continually improve the Properties we professionally manage and take reasonable care to ensure that property descriptions, photographs, floor plans, facilities and locations remain accurate.

However:

• furnishings may change;
• decorative items may differ;
• appliances may be upgraded or replaced;
• photographs may have been taken at an earlier date.

Minor differences shall not constitute a breach of contract.

 

6.4 Property Suitability

Guests are responsible for satisfying themselves that the Property is suitable for their individual requirements before making a Booking.

If you have specific accessibility, medical or mobility requirements, we strongly encourage you to discuss these with us before confirming your reservation.

6.5 Special Requests

Special requests, including but not limited to:

• early check-in;
• late check-out;
• travel cots;
• highchairs;
• pet requests;
• twin or double bed preferences;

are always subject to availability.

Unless specifically confirmed in writing, special requests do not form part of the Booking contract.

7. Formation of Contract

7.1 When the Contract Begins

A legally binding contract between the Lead Guest and Edinburgh Escapes is formed only when:

1. the Booking has been accepted by Edinburgh Escapes;
2. any required payment has been successfully authorised or received; and
3. a Booking Confirmation has been issued in writing.

Until that point, Edinburgh Escapes reserves the right to decline or cancel a booking request.

7.2 Booking Confirmation

The Booking Confirmation will normally include:

• Property address;
• Arrival and Departure Dates;
• number of authorised Guests;
• Booking Price;
• payment schedule;
• check-in information (where appropriate);
• any additional property-specific conditions.

The Lead Guest should review the Booking Confirmation immediately. The Lead Guest should ensure that they have access to the Booking Confirmation throughout the Stay.

Any errors should be reported as soon as reasonably practicable.

7.3 Amendments Before Arrival

Should the Lead Guest wish to amend a confirmed Booking, Edinburgh Escapes will consider the request wherever reasonably possible.

Amendments remain entirely subject to:

• availability;
• operational requirements;
• applicable pricing;
• the applicable Cancellation Policy.

An administration fee may apply where significant amendments are requested.

7.4 Refusal of Bookings

Edinburgh Escapes reserves the right to refuse any Booking request before a contract is formed.

Reasons may include, without limitation:

• suspected fraudulent activity;
• abusive or threatening behaviour;
• previous breaches of these Terms;
• safeguarding concerns;
• concerns regarding the intended use of the Property;
• inability to verify payment;
• failure to provide requested information.

Where no contract has been formed, any monies paid will normally be refunded in full.

8. Prices

8.1 Pricing

The total Booking Price will be displayed before payment is requested.

Prices may vary depending upon:

• seasonality;
• local demand;
• events taking place within Edinburgh;
• duration of stay;
• selected rate;
• promotional offers.

8.2 Taxes and Charges

The Booking Price may include:

• accommodation charges;
• VAT (where applicable);
• mandatory fees;
• cleaning charges;
• Edinburgh Visitor Levy (where applicable);
• any additional services selected during booking.

A breakdown will normally be shown before payment is completed.

8.3 Pricing Errors

Despite our best efforts, pricing errors may occasionally occur.

Where an obvious pricing error has occurred, Edinburgh Escapes reserves the right to cancel the affected Booking before the contract is formed.

If payment has already been taken, it will be refunded in full.

9. Payments

9.1 Payment Methods

Payments may be made using the payment methods offered through the Edinburgh Escapes Website.

Payments are processed through secure third-party payment providers

Edinburgh Escapes does not store full payment card details.

9.2 Payment Schedule

Depending upon the selected rate and time of booking, payment may be required:

• in full at the time of booking; or
• by an initial deposit followed by payment of the remaining balance before arrival.

The applicable payment schedule will be confirmed before the Booking is completed.

9.3 Outstanding Balances

Where a balance payment is due before arrival, it is the Lead Guest's responsibility to ensure payment is received on time.

Failure to pay by the due date may result in cancellation of the Booking in accordance with our Cancellation Policy.

9.4 Failed Payments

Where payment cannot be successfully authorised or collected, Edinburgh Escapes may:

• contact the Lead Guest to resolve the issue;
• suspend processing of the Booking;
• withhold check-in instructions; or
• cancel the Booking where payment remains outstanding.

9.5 Currency

Unless otherwise stated, all prices are shown and payable in Pounds Sterling (GBP).

Guests are responsible for any exchange rate fluctuations or charges applied by their card issuer or financial institution.

9.6 Fraud Prevention

Where we reasonably suspect fraudulent activity or unauthorised use of a payment method, Edinburgh Escapes reserves the right to delay, suspend or cancel a Booking whilst appropriate verification checks are completed.

This may include requesting additional identification or confirmation from the payment card holder.

These measures are intended to protect our Guests, property owners and business from financial crime and identity fraud.

10. Security Pre-authorisation and Damage Recovery

10.1 Security Pre-authorisation

Edinburgh Escapes is committed to protecting the Properties we professionally manage on behalf of individual property owners, whilst ensuring a fair and transparent experience for our Guests.

To help achieve this, Edinburgh Escapes may, at its sole discretion, require a security pre-authorisation before, during or immediately following a Booking.

A decision to request, waive or vary a security pre-authorisation shall be made entirely at the discretion of Edinburgh Escapes and may differ between Properties, booking types, seasonal periods or individual reservations.

Where a security pre-authorisation is required, the Lead Guest will normally be notified before check-in instructions are issued.

10.2 What is a Security Pre-authorisation?

A security pre-authorisation is not a payment and is not a security deposit.

It is a temporary authorisation placed against a payment card which reserves an agreed amount for a limited period.

Unless Edinburgh Escapes makes a valid claim in accordance with these Booking Terms, the authorisation will automatically expire in accordance with the procedures of the relevant payment provider and card issuer.

The timing of its release is determined by the payment provider and card issuer and is outside the control of Edinburgh Escapes.

10.3 Amount

Where a security pre-authorisation is required, Edinburgh Escapes will advise the Lead Guest of the amount before it is processed.

The amount may vary depending upon the Property, the nature of the Booking, seasonal demand, or other operational considerations.

Edinburgh Escapes reserves the right to increase, reduce or waive any security pre-authorisation requirement at its absolute discretion.

10.4 Circumstances Where We May Recover Costs

Where loss or damage occurs during a Stay, Edinburgh Escapes reserves the right to recover the reasonable costs incurred, whether or not a security pre-authorisation has been obtained.

Such costs may include, but are not limited to:

• damage to the Property, fixtures, fittings, furnishings or contents;
• missing items;
• specialist or excessive cleaning beyond that reasonably expected following normal occupation;
• unauthorised smoking or vaping within the Property;
• unauthorised pets;
• emergency contractor call-out charges arising from Guest negligence;
• replacement of keys, access fobs or security devices where required;
• additional accommodation costs incurred by subsequent guests as a direct result of damage or unauthorised late departure;
• reasonable losses resulting from material breaches of these Booking Terms or the House Rules.

10.5 Our Approach

Edinburgh Escapes is committed to acting reasonably and fairly.

Before seeking to recover any costs, we will normally:

• inspect the Property;
• investigate the circumstances;
• assess the extent of any loss;
• notify the Lead Guest;
• provide a reasonable explanation of the proposed charge.

Where appropriate, we may rely upon photographs, inventories, contractor quotations, invoices, cleaning reports or other relevant evidence.

Where it is reasonable to do so, we will provide the Lead Guest with an opportunity to respond before applying any charge against an existing security pre-authorisation.

Edinburgh Escapes does not seek to profit from damage claims and will only seek to recover reasonable costs actually incurred.

 

10.6 Recovery of Costs

Where a valid security pre-authorisation exists, Edinburgh Escapes may apply all or part of that authorisation towards the reasonable costs described above.

Where no security pre-authorisation has been obtained, or where the reasonable costs exceed the value of any security pre-authorisation, the Lead Guest remains responsible for those costs and Edinburgh Escapes reserves the right to recover them through any lawful means.

Nothing in this clause limits any other contractual or legal remedy available to Edinburgh Escapes or the Property Owner.

10.7 Fair Wear and Tear

Guests will never be charged for fair wear and tear or the normal ageing of the Property, its fixtures, fittings or contents.

Edinburgh Escapes will always seek to distinguish between ordinary use, accidental damage and negligent or deliberate damage.

11. Identity Verification and Fraud Prevention

11.1 Our Commitment

The safety of our Guests, property owners, neighbouring residents and staff is extremely important to us.

Accordingly, Edinburgh Escapes reserves the right to undertake reasonable identity, payment and security checks before releasing access information or permitting occupation of a Property.

These checks help reduce fraud, identity theft, financial crime, chargebacks, support compliance with applicable legal obligations and help prevent unauthorised use of Properties

11.2 Verification

Where reasonably required, Edinburgh Escapes may request:

• government-issued photographic identification;
• confirmation of the payment card holder;
• proof of residential address;
• the names of all intended Guests;
• confirmation of the purpose of the Stay;
• any additional verification reasonably required by our payment provider or fraud prevention procedures.

Failure to provide requested information within a reasonable period may result in cancellation of the Booking.

11.3 Refusal or Cancellation

Edinburgh Escapes reserves the right to refuse or cancel a Booking where we reasonably suspect:

• fraudulent or unauthorised payment methods;
• identity theft;
• false or misleading information;
• attempted scams;
• unauthorised third-party bookings;
• intended parties or events;
• criminal or unlawful activity;
• behaviour presenting a material risk to the Property, neighbouring residents or our staff.

Where no legally binding contract has been formed, any monies received will normally be refunded in full.

Where a contract has already been formed, cancellation shall be subject to these Booking Terms and the applicable Cancellation Policy.

11.4 Chargebacks

If the Lead Guest initiates a payment chargeback without reasonable grounds, Edinburgh Escapes reserves all contractual and legal rights to recover:

• any outstanding sums due;
• reasonable administrative costs;
• payment provider charges;
• legal costs where recoverable.

Nothing within this clause affects any statutory rights relating to genuinely disputed transactions.

12. Booking Amendments

12.1 Amendment Requests

We appreciate that travel plans sometimes change.

Where reasonably possible, Edinburgh Escapes will endeavour to accommodate requests to amend a confirmed Booking.

However, no amendment is guaranteed and all requests remain subject to:

• availability;
• operational requirements;
• housekeeping schedules;
• pricing;
• the applicable Cancellation Policy.

12.2 Types of Amendment

Examples of amendments include:

• changing arrival or departure dates;
• extending or shortening a Stay;
• changing the number of authorised Guests;
• transferring to another Property;
• changing the Lead Guest (where approved by Edinburgh Escapes).

12.3 Additional Charges

Where an amendment is accepted, Edinburgh Escapes may require payment of:

• any increase in the Booking Price;
• any additional cleaning or operational costs reasonably incurred;
• a reasonable administration fee where appropriate.

If the amended Booking would otherwise reduce the Booking Price, any refund shall be determined in accordance with the applicable Cancellation Policy unless otherwise agreed in writing.

12.4 Amendments Treated as Cancellations

Some requested amendments cannot reasonably be accommodated without cancelling the original Booking and creating a new reservation.

Where this is necessary, the request shall be treated as a cancellation of the original Booking followed by a new Booking, and the applicable Cancellation Policy shall apply.

12.5 Our Right to Refuse Amendments

Edinburgh Escapes reserves the right to refuse any amendment request where, in our reasonable opinion, it cannot be accommodated without adversely affecting operational requirements, other confirmed bookings or the efficient management of the Property portfolio.

Nothing within this section obliges Edinburgh Escapes to accept any requested amendment.