Frequently asked questions

Top customer FAQs

Not found the answer to your question?

If you have a question that isn’t answered here, you can call us Monday - Friday, 9 - 5pm (GMT).

From inside the UK call 0131 458 0305
From outside the UK call +44 (0) 131 458 0305

Or email us at

Or fill in an online enquiry form by clicking the button below.

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1. Do I have to clean the property for the next visitors arriving?

All our properties are thoroughly cleaned before each set of visitors arrives. We do ask that you leave the property clean and tidy.

If any furniture is moved we would be grateful if this could be put back in its original position prior to your departure.

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2. Do you provide cots and highchairs?

Cots and highchairs are provided at many of our properties, please look out for the cot and highchair symbol against the property description. Please note that no cot bedding is provided.

The Holidays Team will also be pleased to advise on this and can be contacted on 0131 458 0305 or email

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3. Do we have to bring our own bed linen and towels?

Bed linen, towels and tea towels are provided at all our properties unless otherwise stated.

Families with small children should provide their own rubber sheets. No cot bedding is supplied.

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4. Do you allow dogs in your properties?

Properties that allow dogs are marked with the appropriate symbol. There is a charge of �15.00 per week per dog (no more than 2 dogs are allowed per property). Assistance dogs are welcome at all properties, no additional charge.

Pets must be kept under control and not allowed on the furniture, especially the beds, nor left unattended in the property. Pet owners will be held responsible for any damage caused to the property, contents or garden by their pet and for any extra cleaning required.

When out walking within the property grounds, you must ensure that pets are kept on a lead. Pets may be restricted to certain areas within the grounds of some of our properties.

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5. Do you have to be a member of the National Trust for Scotland to book?

You do not have to be a member to book National Trust for Scotland accommodation but there are a number of benefits.

As well as free entry to Scotland's finest treasures, you will also get free entry to other Trust properties in Britain and around the world. Most importantly, by joining the Trust you will help protect and promote the country's heritage for future generations to enjoy, giving Scotland plenty to be proud of, well into the future.

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6. Do we have to pay extra for electricity and heating?

All electricity charges are included in the rent. Logs and coal for open fires are provided at some of our more remote properties but there may be an additional charge. Where logs are not provided, they can be purchased locally.

Information relating to this will be provided in the letter your receive prior to your stay.

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7. Are any of the properties available over the festive period?

Most properties are available over the festive period for a full week only.

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8. Do I receive further details about the property before departure?

Final payment is due 2 months before the start of your holiday. Further details will be sent out to you when the holiday has been paid in full. This information will contain full directions to your property, property manager/caretaker contact details, where to collect keys, and any other relevant information.

Please contact the Holidays Team on 0131 458 0305 or email if you have not received this information.

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9. Is Cancellation Insurance provided?

Holiday Cancellation Insurance is not included in the rental and should you have to cancel your booking a refund will only be made if you are cancelling more than 8 weeks prior to your arrival and if the Trust is able to re-let the accommodation for the period concerned.

If successful, the Trust will refund the deposit and balance, if already paid, less a �30.00 booking fee. If we are notified of cancellation after the balance due by date you will be liable for this payment. The Trust must be notified of cancellation in writing prior to the commencement date of the holiday.

We strongly recommend that you take out your own travel insurance.

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10. Is it possible to transfer our holiday to another date/property once we have paid the deposit/balance?

If you wish to transfer your holiday once we have received payment, an administration fee of �30.00 will be payable to the Trust once any change has been made.

Booking transfers can only be made within the same booking year and not possible within two months of the original holiday start date. A transfer can only be made to another property of equal or greater value.

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11. Do you allow fireworks/firearms at properties?

Fireworks are not permitted at the majority of our properties but we would advise you to check in advance with the individual property manager.

Firearms may only be taken to our properties with our prior written consent and subject to such conditions as we may impose from time to time.

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12. Are the prices quoted for the property or per person?

All prices quoted are for the property and not per person.

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13. What can I expect to find in the property?

- 4 burner electric/gas cooker with separate oven and grill
- Refrigerator
- Electric kettle
- Electric toaster
- Toast rack
- Coffee pot/cafetiere
- Teapot
- Tea strainer
- Milk jug
- Sugar basin
- Large, medium & small saucepan with lid
- Frying pan
- Oven roasting tin
- Colander
- Vegetable dishes
- Casserole bowl and lid
- Pie dish
- Sieve
- Measuring jug
- Mixing bowls
- Water jug
- Butter dish
- Breadbin
- Bread/chopping board
- Oven gloves
- Tea towels
- Table cloth or placemats
- Coasters
- Tray
- Tin opener
- Corkscrew
- Bottle opener
- Grater
- Kitchen scissors
- Potato peeler
- Wooden spoon
- Rolling pin
- Whisk
- Slotted spoon
- Potato masher
- Fish slice
- Ladle
- Sharp knives
- Plates, bowls, tea cups
- Mugs
- Egg cups
- Glasses
- Cutlery
- Dustpan and brush
- Broom
- Floor mop
- Basic cleaning agents
- Washing-up bowl
- Dish drying rack
- Fire blanket
- Iron and ironing board
- Vacuum cleaner
- Spare light bulbs

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14. What time can we arrive at the property and what time do we have to leave on day of departure?

Covid-19: Due to the increase in cleaning required to prepare our properties we have amended all check-in and out times until further notice to:

Check In - 5pm
Check Out - 9.30am

Arrivals are generally from 4pm onwards but some properties do vary. When your holiday has been paid in full we will write to you with further details and this will confirm the arrival time for the property you have booked.

We ask that you vacate the property no later than 10am on the day of departure as we need to allow sufficient time to get our properties cleaned and ready for our next visitors.

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15. What happens if I am unable to get to the property due to bad weather?

If the accommodation becomes inaccessible due to bad weather, the National Trust for Scotland will take all reasonable steps to inform you and to offer an alternative National Trust for Scotland property subject to availability. We regret that we are unable to offer any refund. We strongly recommend that you take out appropriate travel insurance.

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16. Do you have Wi-Fi in the properties?

Properties that have Wi-Fi are marked with the appropriate symbol.

We are in the process of providing Wi-Fi at all our properties and our holidays team will be pleased to advise you if Wi-Fi is available at the property you are interested in booking or are staying at. Please telephone 0131 458 0305 for full details or email

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17. Is a welcome tray provided?

Yes, a welcome tray of tea, coffee, biscuits and milk is provided. There is no salt, pepper, oil provided.

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18. Which properties offer accessible accommodation?

The properties within our care are mainly heritage buildings and we are working towards accessibility across our full portfolio.

Each individual property page on the website will indicate within the Services Section if accessible. For more detailed information please call our friendly team on 0131 458 0305 or email

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