Accommodation Terms & Conditions
Last updated: June 2024
1. General
a. These Terms and Conditions apply to the booking of overnight stays at the Lost Shore Surf Resort, 11 South Platt Hill, Newbridge, Edinburgh, EH288AY (“the Resort”).
b. Please read these Terms and Conditions carefully as they form the basis of your contract with Tartan Leisure Limited trading as Lost Shore Surf Resort (“TLL”, “we”, “our”, “us”) and contain important information about your stay with us.
c. The person who makes the booking (“You”, “Your”) will be responsible for ensuring that all other members of their party, including children, are aware of and comply with these Terms and Conditions.
d. These Terms and Conditions incorporate the Resort’s Privacy Policy.
e. No variation to these Terms and Conditions shall be binding unless agreed by us in writing.
f. TLL reserve the right to make changes to the operation of its accommodation at any time to comply with any safety regulations or statutory requirements without any liability on the part of TLL.
2. Your booking
a. To make a booking at the Resort, log onto lostshore.com/accommodation or contact our Visitor Experience team. You can only make a booking at the Resort if you are 18 years or older.
b. Once you have placed a booking with us, we will send confirmation of your booking to the email address you have provided. Our acceptance of your booking will take place when we send out the confirmation email, at which point a contract will come into place between you and us.
c. Please carefully check the details in the confirmation email and contact the Visitor Experience team if any of the details are incorrect. Any manifest error or omission in any booking confirmation may be corrected by TLL without reference to you, without any liability on the part of TLL.
d. We offer 5 different types of accommodation unit with different occupancies. The maximum occupancy for each of the units is provided on our website. You must tell us the name and age of each guest in your party at the time of booking. Each accommodation unit will be equipped for number of guests included in the booking unless confirmed otherwise with the Visitor Experience team.
3. Prices and payment
a. The prices stated on our website are valid at the time of booking. The agreed price for your stay will be quoted online or over the phone when you make a reservation and confirmed to you via the confirmation email.
b. Full payment for your stay is due at the time of booking. We accept payment by all major credit and debit cards. We are also able to accept Resort Gift Vouchers as payment for accommodation bookings.
c. Cots and highchairs are available on request, subject to availability. If you require a cot and / or a highchair, please let us know at the time of booking or contact the Visitor Experience team in advance of your stay to submit your request. We advise you to submit your request as early as possible to avoid disappointment.
d. Organised or corporate groups should contact the Visitor Experience team in advance to discuss their booking. Group Bookings may be subject to additional terms and conditions, which shall be agreed in writing.
e. We may offer certain extras or “add-ons” when you make your booking. The price quoted for your stay at the Resort excludes any extras unless we expressly agree them with you. Any extras included in your stay will be confirmed in your confirmation email.
f. The price for your accommodation unit does not include any activities at the Resort, including but not limited to, surf lessons or surf sessions. Additional charges and different booking terms and conditions apply to these activities
g. You are strictly prohibited from swapping, re-selling or transferring your booking to a third party without our prior written consent. Any breach of this condition will make the associated booking void and we may refuse to take any further booking from you in the future.
h. Well behaved dogs, with the exception of any dogs included in the Dangerous Dogs Act are welcome to stay in any of our Hilltop Lodges for a minor surcharge. The surcharge covers a provision for some dog food, a water bowl, a dog bed and some calming dog treats.
4. Charges, cancellations and refunds
a. We charge you when you place your booking order on the website or over the phone.
b. If you need to change or cancel your booking for any reason, please contact the Visitor Experience team. Your cancellation rights will vary depending on how much notice you give us of your cancellation or requested change.
i 7 days or less, you will not be entitled to move your booking, receive any refund or credit for any cancellation.
ii more than 7 days, you will be entitled to move your booking, receive a full refund or credit for any cancellation.
c. Any credit issued to your account will be valid for 12 months from the date it is credited on your account, credit cannot be used after this period unless agreed with TLL in writing.
d. Any requests to move a booking will be subject to availability. A change of date or length of stay may result in a change in price. If the change results in a lower price:
i. If the change is requested less than 3 months in advance of your arrival date, you will be issued with a credit equal to the difference in price.
ii. If the change is requested more than 3 months in advance of your arrival date, you will receive a refund equal to the difference in price.
If the change results in a higher price, you will need to pay the difference at the time the change is made.
e. If we are not able to accommodate your requested change it will be treated as a cancellation.
f. Separate policies apply to the cancellation of other activities at the Resort, details of which can be found in the booking terms and conditions for those activities.
g. If we need to change or cancel your booking:
i. We reserve the right to cancel or change your booking due to safety considerations or factors beyond our control.
If we need to cancel your booking, we will use reasonable endeavours to notify you as soon as possible. If your booking is cancelled by us, you will need to contact our Visitor Experience team to arrange your refund.
ii. In the event of adverse weather, your booking at the Resort will only be refunded if we notify you that the Resort is closed. You will not be entitled to a refund for your accommodation booking at the Resort if an activity at the Resort (including a surf session or lesson) is cancelled for any reason, including adverse weather conditions, if the Resort remains open.
iii. Any payments made to debit or credit cards will be refunded to the same card used in the booking. Payments made by gift vouchers will be refunded by a credit to your account.
5. Accessibility
The Resort is an inclusive destination and we take pride in making it accessible to as many people as possible. If any member of your party has any additional requirements, then please contact our Visitor Experience team in advance of making your booking so that we can discuss availability, suitability and any potential adjustments we need to make to ensure your stay is as enjoyable as possible.
6. Children and young people
a. Where the majority of a party are under the age of 18, there must be a sufficient number of capable and responsible adults of 18 years or above to supervise, with a minimum of one adult per accommodation unit.
b. The supervising adults will need to accept responsibility for all children and young people in their care and will always need to remain on site whilst the children or young people are at the Resort. The name and contact details of the supervising adults will need to be provided to the main reception desk during the check in process. The supervising adult will need to ensure that each guest under the age of 18 is aware of and complies with these Terms and Conditions.
c. Any guests under the age of 18 will remain the responsibility of their parents or supervising adult whilst they are at the Resort. It is important that any parents and supervising adults always know the whereabouts of the children in their care.
d. Any children under the age of 16 must be accompanied by an adult aged 18 years or above in any licensed areas, when close to the Cove and when using any of our facilities. Any parties who are deemed to be not supervising their children responsibly may be required to leave the Resort without a refund or any compensation.
7. Check in and check out
a. You may check in at the main reception or use the key box in your accommodation unit between 15.00 and 20.00 on the day of your arrival. Your accommodation will be available from 15.00. If you wish to access your accommodation earlier then please contact our Visitor Experience team to discuss early check-in options. Early access to the accommodation units is subject to availability.
b. You will need to check in at the main reception by 20.00 at the latest. Please contact the Visitor Experience team at least 24 hours in advance of your arrival if you think you might need any further assistance when arriving after 20:00.
c. Once you have arrived at the Resort you may either walk to our main reception or our waterfront or hilltop accommodation or request a ride in one of our golf buggies when available. On the day of your departure, you may also request a ride in our golf buggies back to the car park, subject to availability.
d. You must check out of your accommodation by 10:00 on your scheduled departure date of If you wish to check out later, please contact our Visitor Experience team. Late check outs are subject to availability.
If you fail to check out by 10:00 on your departure date, you may be charged the applicable rate for an additional night’s stay. Please refer to the check out information in your accommodation unit to confirm our expectations regarding the cleanliness etc.
8. Parking of vehicles
a. Free parking, subject to availability, is provided in one of our designated car parks for the duration of your stay. Vehicles parked in the car parks are left at the owners’ own risk. TLL will not be responsible for any damage however caused, to any vehicle using the car park.
b. We cannot guarantee the security of vehicles in one of our designated car parks or any contents in vehicles. Under no circumstances should any vehicle be left at the Resort prior to or after your stay at the Resort.
c. All vehicles must be parked in the designated car park, guest’s vehicles are not permitted on the wider site.
d. Vehicle access is required for the emergency services, delivery vans and maintenance and TLL accepts no liability for any damage caused to a guest’s vehicle if is not parked in a designed car parking bay and it causes an obstruction to any of these vehicles.
e. Accessible parking is available in the main car park. Only vehicles displaying a blue badge may park in the Accessible Parking Bays.
9. Your visit to the resort
a. You must treat your accommodation unit and its contents with care and leave it in a clean and tidy condition on your date of departure. We reserve the right to charge you for any extra cleaning that may be required.
b. The maximum occupancy for each accommodation unit is specified on our website. Each unit must have at least one person aged 18 year or above for the duration of your stay. The maximum number of guests must not be exceeded. If it is, we may move those persons to another accommodation unit (if available) and charge you the full rate for that unit or ask the entire party to leave the Resort without any refund or compensation.
c. Alcohol may be purchased from Canteen during licensed opening hours. The sensible consumption of alcohol is permitted at the Resort, but please remember that we are inclusive, family-friendly venue. Any excessive consumption of alcohol will not be tolerated.
d. Alcohol may be bought into the Resort for consumption in your accommodation unit, it may not be consumed anywhere else on site.
e. Smoking (including e-cigarettes and vaping) is not permitted in any of the accommodation units at the Resort. Smoking is only permitted in designated areas of the Site. Please ask a member of staff if you are unsure where they are.
f. No weapons, fireworks (including sparklers), naked flames (including candles, flares or lanterns) or illegal substances may be brought onto the Resort under any circumstances by you or any member of your party.
g. Safes are available in all accommodation units, however as we strongly recommend that you do not bring valuable items to the Resort. All items, belongings, luggage and other property owned by you and brought to the Resort shall be done so at your own risk, and we accept no liability for the loss or damage to such property.
h. You must take all reasonable precautions to avoid damage to any of our property at the Resort, including, but not limited to, the accommodation units and any associated fixtures and fittings.
i. You will be responsible for any damage you or any member of your party cause at the Resort, due to negligence, carelessness or wilful misconduct. By booking you agree that we have the right either during or after your stay to recover from you, whether via your pre-authorised credit or debit card or otherwise, the costs of any damage caused by you or any member of your party to our property, any compensation we may pay to others and / or any other costs or fees we incur as a result of your (or any member of your party’s) breach of these Terms and Conditions.
j. If you, or any member of your party, is found to have wilfully removed any property from the Resort, you will be charged for the item(s), you will all be required to leave the Resort immediately without any refund or compensation.
k. We provide cooking equipment in all of our accommodation units (with the exception of our two person waterfront lodges). You will not be permitted to use any cooking equipment not provided by the Resort, including but not limited to kettles, BBQs (disposable and non-disposable) and stoves, in the accommodation units, on the decking or anywhere else at the Resort.
l. A 24-hour contact number will be provided if you require assistance during your stay.
m. We have first aid facilities at the Resort. Please ask a member of staff if you require any first aid.
n. Food and drink will be available to purchase at the Resort. If you have any food allergies or intolerances, you must let us know at the time of order.
o. Well behaved dogs are permitted on a lead anywhere in the Resort, apart from the Changing Block. Dogs included in the Dangerous Dogs Act (including XL Bullys) are not permitted in the Resort. We reserve the right to require any guest who brings a dog onto the Resort, who is deemed to have caused a nuisance or acted dangerously, to leave the Resort immediately without any compensation or refund.
p. Under no circumstances should any pets be left be left in a car or an accommodation unit on their own or be deemed to have their health or welfare put at risk. We reserve the right to inform the relevant authorities if we suspect that any animal is put in danger.
q. Please be aware that noise can travel at the Resort and that the accommodation units are only soundproof to an extent. Please keep noise at a level which will not disturb other guests, especially between 22:00 and 8:00.
r. No amplified music is permitted on the Resort. We are a family-friendly site and will not tolerate excess noise or partying. If you are unable to keep noise to an acceptable level and / or cause a disturbance to other guests, we reserve the right to require you to leave the Resort, without any refund or compensation.
s. You are only permitted to use to the Cove if you have a valid booking for an activity. Any use of the Cove is subject to our standard Terms and Conditions of Booking. You are strictly prohibited from entering the lake without a valid booking.
t. Any guest who enters the Cove without a valid booking, whether it is when the Cove is open to the public or closed (e.g. during the night). will be required to leave the Resort immediately without any refund or compensation.
u. The Resort is an inclusive destination. You must comply with any safety warnings or instructions displayed or given by a member of staff whilst at the Resort. Please ask a member of staff if you are unclear about any instruction.
v. We reserve the right to require you to leave the Resort, without refund or compensation, in the following circumstances:
i. Failure to comply with any of these Terms and Conditions.
ii. Excessive noise or disruptive behaviour at the Resort.
iii. If your actions or behaviour put other visitors in danger, harm the environment or otherwise cause a potential risk to health and safety.
iv. If we consider you to be aggressive, violent or verbally or physically abusive to Resort staff, guests or visitors.
w. If we believe that you are under the influence of excessive alcohol or drugs.
If any of the points above apply to you or any member of your party, we reserve the right to refuse any future bookings from you or any member of your party.
10. Activities at the resort
A range of activities are available at the Resort, including surf sessions and lessons. These activities must be booked separately either in advance or following your arrival at the Resort.
Please note that making a booking at the Resort does not guarantee the availability of any activities. We recommend that where possible, you pre-book any activities before arrival to avoid disappointment.
We cannot guarantee the availability of any activity at the Resort. If an activity is not available, or is cancelled by us for any reason, you will not be entitled to a refund or compensation in relation to your accommodation booking at the Resort.
11. Photography
a. You are permitted, as a non-professional photographer, using basic non-professional equipment such as a camera phone or camera without a telephoto lens, to take photographs and/or video recordings in public areas of the venue for personal use only. Such personal use includes posting to your personal, non-professional, non-monetised social media accounts on Facebook and Instagram. Making any such photos/videos publicly available/viewable in any other way is prohibited without prior written approval from TLL.
b. You acknowledge that TLL may request access to photographs taken by you at our venue and ask that certain photographs are deleted if they are deemed to invade the privacy of other visitors and/or staff, or include images of areas that are prohibited to the general public.
c. We will not be responsible for any loss or damage to your photography equipment whilst at the Resort. You are not permitted to fly any drone aircraft from the Resort or over the Resort without prior permission, please see our website for further information. Under no circumstances whatsoever will any photography or video be allowed in the changing, toilet and shower areas.
d. You are only permitted use Go-Pro cameras attached to your own surfboard in the Cove at your own risk. We reserve the right to deny entry to the Cove if we feel that a Go-Pro camera may not be safely attached. You are not permitted to attach Go-Pro cameras to any equipment owned by TLL or the Resort.
e. We may take photographs or recordings of surfing sessions and make them available to purchase by you, although we cannot guarantee the availability of photographs or recordings for any specific surfing session. If photographs or recordings are available, prices and the process for purchasing such photos or recordings will be provided on site or emailed to you after your visit.
f. You are prohibited from publishing, otherwise making available, or using any photos or video footage (whether taken / produced by you or purchased by you) for any commercial purpose without prior consent of TLL. Commercial purposes include posting to any non-personal social media account or otherwise posting to any social media account or other platform (online or otherwise) where any profit is generated or there is any brand association.
g. If you wish to make such use of any photo or video taken at the Resort, then please contact our Visitor Experience team describing the use you wish to make of any such image or video footage. Licenses / approvals for such use will be subject to an appropriate license fee and will be granted strictly at the discretion of TLL.
h. We may take photographs, live stream footage or recordings of surfing sessions and of the venue, where you may be captured. You agree to the publication of such photographs, videos, recordings, and/or likenesses of you (whether edited, adapted, modified or copied) and their use by us and those authorised by us, without prior notice or compensation, in any way which we may see fit including but not limited to film, broadcast, radio, TV, social media and any other media platforms, publications, future events and publicity. You acknowledge that we have the full right to sell and/or profit from the commercial use of such photographs, motion pictures, recordings, and/or likenesses of you. Copyright in these materials belongs to TLL.
i. If you do not wish to be featured in images, live stream footage or recordings made by TLL for promotional purposes, then please contact our Visitor Experience team.
12. Liability and other important information
a. We do not exclude or limit liability where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our staff, agents or subcontractors and for fraud or fraudulent misrepresentation.
b. We accept no responsibility or liability for any loss or injury resulting from your stay at the Resort, except when caused by the negligence of TLL or our staff, agents or subcontractors.
c. We accept no responsibility or liability for the loss of, theft or damage to any property or equipment (including, but not limited to, luggage, surfboards, bodyboards or Go-Pro cameras) owned by or under the control of you which you bring to the Resort. You are solely and personally responsible for the safety of your belongings.
d. We will not be liable to you for any indirect or consequential loss or damage. This includes, but is not limited to, consequential losses such as travelling or out-of-pocket expenses incurred due to a booking cancelled by you, or us.
13. Insurance
If you are traveling from abroad, we recommend that you have in place valid travel insurance to cover cancellation before the date of departure.
TLL maintains public liability insurance for public safety within the site. This does not cover responsibility for any loss or damage to your personal belongings.
14. Changes to these terms and conditions
We reserve the right to make amendments to these Terms and Conditions from time to time at our sole discretion. A copy of the latest version of our Terms and Conditions (as amended, if appropriate) will be available on our website. We shall notify you of such changes by email if they materially affect your rights as a consumer.
15. General
a. These terms and conditions are governed by Scottish law. You and we both agree that the court of Scotland will have exclusive jurisdiction except that if you are a resident of Northern Ireland, you may also bring proceedings in Northern Ireland, and if you are resident of England and Wales, you may also bring proceedings in England and Wales.
b. If a court finds part of this contract illegal, the rest will continue in force.
c. Each of the paragraphs of these terms and conditions operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
d. Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms, save for those persons that you make a booking on behalf.