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Terms & Conditions

June 2021

And now for the boring stuff…

To make a reservation you have to:
• Be at least 18 years-old
• Accept these terms and conditions on behalf of all members of your party
• Accept the responsibility of settling all outstanding balances when you leave.

All of our rates include VAT on the current rate at the time of booking and are subject to change without notice.

Protecting your family and ours

To help stop the virus spreading, we’ve put several things in place including extra biocidal cleaning and enhanced hygiene practices for every nook, cranny and surface throughout the hotel.

Help us protect yourself and others by getting the whole family to:

  • Avoid travelling if you have symptoms of Covid-19 or have been advised to self-isolate
  • Wash your hands. If this is not possible hand sanitiser will do
  • Got a cough? Need to sneeze? Catch it with a tissue and bin it
  • Got a habit of touching your face? Best to break this habit if you can
  • Avoid people who are unwell – or avoid others if it’s you that’s poorly
  • Remember to respect the social distancing guidelines
  • Wear a mask when indoors

If you do not follow government guidelines or procedures we have in place, we have the right to ask you to leave the hotel without a refund.

You’ll find more information on what we’re doing to protect your family here 

If you’ve booked a hotel advance purchase (Pay Now, Pay Less) package:

It’s our best value for money rate, no doubt about it. But the main reason for this is that you’ll pay the full amount when you book, Sorry, pay now, pay less is non-refundable and cannot be cancelled nor transferred to another date. All other special offers are non-refundable and also cannot be cancelled. We strongly recommend holiday insurance, as this is the only way to get your money back. We won’t try to sell you insurance as many of our customers are already covered, and there are lots of deals out there if you shop around.

We find that most of the time, cancellations are due to unforeseen circumstances. But, to be as fair as we can to all of our customers, we’ll stick to the cancellation terms and charges that apply, whatever the circumstances are. So, to avoid any awkward situations, holiday insurance may be the answer.

If you’ve booked a hotel best flexible package:

We don’t even ask for a deposit, so you can pay the full balance of your stay when you arrive.

Our best flexible packages allow for cancellations up to 48 hours before you arrive with payment taken on check-in. Up until this point, you’re free to transfer your booking to other available dates. But, if you choose to cancel after 3 pm, 48 hours before you’re due to arrive, then we can’t offer an exchange, and payment will still be taken from your credit card. In this situation, the only way to get your money back is if you’re covered by holiday insurance, for an insurable reason.

In some cases, we might not have rooms or packages available on your new dates, so some changes may not be possible – but our team can advise you on this.

We find that most of the time, cancellations are due to unforeseen circumstances. We won’t try to sell you insurance as many of our customers are already covered, and there are lots of deals out there if you shop around. But the reason we mention it again is so that if you do cancel, we don’t end up in an awkward situation (no one likes that). We like to be fair to all of our customers by sticking to the cancellation terms and charges that apply, whatever the circumstances are.

If you’ve booked a self-catering package:

To secure your booking, we’ll just need a 20% deposit payment when you book, and you won’t need to pay the remaining balance until at least four weeks before you arrive. If you book your stay within the four week period, then we’ll take the whole shebang upfront.

You can cancel your booking at any time before arriving, but any payments received are non-refundable and can’t be exchanged for other reservation dates, accommodation, goods or services. This means that the only way you’d get your money back is if you’re covered by holiday insurance for an insurable reason (a change of date would be treated the same way as a cancellation).

We find that most of the time, cancellations are due to unforeseen circumstances. We won’t try to sell you insurance as many of our customers are already covered, and there are lots of deals out there if you shop around. But the reason we mention it again is so that if you do cancel, we don’t end up in an awkward situation (no one likes that). We like to be fair to all of our customers by sticking to the cancellation terms and charges that apply, whatever the circumstances are.

We’ll need a credit card to take the deposit payment from, and when the remaining balance is due, you will receive a secure payment link to the email address we have on file (unless you’ve given us an alternative payment method). If we can’t secure these payments, then we may cancel your booking, and you’ll forfeit any deposits already paid.

We know that accidents can happen, but please note that all breakages and damages are chargeable.

BIG Country

Free childcare for 2 – 12-year-olds is available to those who book directly with us for two nights or more; kids can enjoy up to two hours per day split across a choice of sessions.

Each session can welcome up to 140 children and spaces are reserved on a first-come, first-serve basis. We recommend you book in advance online to secure space as in busy times we can fill up fast and have no sessions left. If this happens we cannot offer a refund as the offer is included free of charge within your room rate. Our evening session (7pm-9pm) is chargeable at £10 per child.

You’ll find more information on BIG Country here 

Big Tree Country

Perthshire’s a pretty spectacular place, and our trees, woodland and scenery only add to the appeal. To help keep it that way, we’ve teamed up with Big Tree Country to support all of the hard work they do in preserving Perthshire. We’ll add £1 to your bill to contribute towards the cause, but if you’d like to opt-out you can – just let our team know before you settle your bill.

Special packages

In addition to these terms and conditions mentioned above, some special packages (e.g. Christmas and New Year etc) may have additional terms attached to them, these will be displayed at the time of booking, and they’ll form part of your contract.

If we need to change your booking:

Even if we’ve given you a confirmation, we still have the right to refuse or change any booking. On the rare occasion that this might happen, we’d notify you as soon as possible.
You’d then have the choice to accept our changes, change your booking to another hotel we operate, change to an alternative date, (although we can’t guarantee that the price will be the same, and if it’s more, you’ll need to make up the difference) or you can cancel your booking.

If you do cancel because we’ve made a change, you’ll be refunded any money you’ve paid in advance of your stay, although we won’t be liable for anything beyond that without written confirmation prior to cancelling.

What’s included in your package?
Your package may contain a number of included items, such as breakfast, dinner, childcare etc. These will be detailed at the time of booking, and you’ll need to make a reservation for these items (apart from breakfast) so you can be sure to take full advantage of what’s included. It’s up to you to use these and there’s no refund for unused components of your package.

Can I bring my dog?

If you are staying in self-catering or our studio apartments, you can bring your dog(s) along with you. it’s £30 per dog for one night stays, or £50 per dog, per stay if you are staying two or more nights. Staying in self-catering? There is a charge of £50 per dog, per stay. Two dogs maximum, per studio or self-catering unit. So, you’ll have to leave 99 of the Dalmatians at home.

What about other pets?

While we’re all set up for dogs, we don’t have the space for other pets (sorry!). They’ll have to stay at home – but you can always send them a postcard.

Check-in and registration

So you can make the most of your stay, we’ve introduced several ways to reduce your time doing the boring bits so you can get on to the good bits.

A week before your due to arrive, you’ll receive a pre-registration email – if you’re able to fill this in before your check-in day, it will speed up the check-in and let you get on with having fun.

We will aim for your key card will be ready 30 minutes before the arrival time you give us, so if you arrive a little bit earlier than planned we should still be ready for you. Once in reception, there will be a clearly marked area for key card collection for guests who have pre-checked-in. Head to the desk, pick up your key card and go.

If you’d like to charge anything back to your room simply pop back to reception once you’ve settled in (and it’s a bit quieter) and we’ll take a pre-authorisation of your credit/debit card to allow you to charge everything back to your bedroom. You won’t be able to charge things to your bedroom/lodge until we have taken this pre-authorisation

Arriving from across the water? Be sure to keep your (and the rest of the family’s) passport handy as we require a few details. Without it, you may not be able to stay but you’ll still have to pay what’s owed for the accommodation.


In 2020, 12 introduced speedy check out. On the morning of your departure, you’ll receive an email with your bill. If all is ok, just click accept and leave your key in your room when you leave. Head’s-up, your key will not work after you have done this so it’s best not to do this until you are ready to leave.

If you’ve any queries with your bill, just give our reception team a call on  “0” from your room.

Gratuity Charge

COVID-19 has made our hotel cash-free. To make it easy to get tips to our team, if you want to, we’ve added an optional service charge of 10%. Every penny of this is shared between our frontline team members. The service charge is entirely optional – if you want it removed you need only ask.

Special Requests and Room Guarantee

Love that room you stayed in last time? Well, you can have it again! And you can add in some little extras to welcome you when you get here too.

You can select your extras online when you’re booking, or at any time by giving us a call. If you’d like to use our Room Guarantee, we’ll charge an additional supplement and make sure that the room’s all yours when you arrive.

If you don’t use our Room Guarantee, we won’t be able to secure you a specific room and we’ll select your room based on the operational needs of the business. Even if you do take out a Room Guarantee, there are occasions when we can’t fulfil this, for example, due to unexpected maintenance issues. On these occasions, we’ll select the most appropriate room for your needs and refund the supplement. If you request something for your stay without booking it, we’ll try, but there’s no guarantee that we can provide it. The only way to ensure this is to book.

What’s the smoking policy?

All of our rooms are non-smoking, with smoking being prohibited inside the building too. Smoking inside our rooms will incur an automatic £250 charge (making it the most expensive cigarette you have ever had).

Our VAT promise to you

With the Government changes in VAT, we thought you might have a few questions so we’d like to try our best to answer them for you.

Q – Will there be a change in price?
A – No, our prices will stay the same so there’s no need to worry about seeing a cheaper price advertised.

Q – What’s the company doing with the money?
A – Good question – the cut has been designed to help businesses like ours survive this uncertain time so any savings made will be put back into the business. Our plan is to ensure we’re able to keep on as many team members as we can, ensure all our suppliers and costs are covered, and ensure that you receive the same great service you’ve come to know and love.

Q – Can I get my money back?
A – Many of our bookings are on flexible terms meaning you can cancel completely free up to 48 hours before arrival. If you’ve already made a booking on stricter terms and you feel strongly about VAT, then we promise to offer you the same cancellation terms and give you all your money back with no strings attached.

Q – Will the rates change when VAT goes back up in January?
A – No, we promise not to put our prices up in January just because the VAT rate is going up again. So we also promise we won’t be trying to entice you with offers in the winter that tell you to save money just because the VAT rate is changing (you can hold us to that).

Other terms:

Although we make every effort to ensure the accuracy of the information set out on our websites and marketing campaigns, we’re only human, so if you spot any discrepancies between our offers and your confirmation email, make sure to flag these up to us as the confirmation is what we go from. We reserve the right to vary, amend, supplement or cancel any of the information or offers featured on our websites, email campaigns, or otherwise at any time.

All details are correct at the time of going to print, however they may change from time to time.

Under the Hotel Proprietors Act, persons under the age of 18 must be accompanied by an adult.

Images shown on our website and other marketing materials are representative of the bedrooms, bathrooms and public areas available at the hotel. However, even our rooms that are within the same room type tend to differ slightly so your room might be different to the ones that are shown.

We accept no liability in the event that any of your personal belongings or those of your party are lost and/or damaged within the hotel. If the property of the resort is deliberately or negligently damaged by you or any member of your party, you’ll be fully responsible for the repair or replacement of the property in question.

We have some house rules and policy for the consumption of alcohol, to ensure that Crieff Hydro Hotel can operate as a licensed premise. We ask that all of our guests familiarise themselves and adhere to our house rules and policy for the sale of alcohol, regulated under the Licensing Act (Scotland) 2005. You’ll find these rules clearly displayed in all of our bar areas.

And that’s all folks. If you made it all the way through, give yourself a well-deserved pat on the back.

Crieff Hydro Family of Hotels

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