‘The New Normal’

LLThere's always a light at the end of the rainbow

It is the responsibility of every self-catering or short-term rental operator to ensure that they and their properties comply with health and safety legislation in relation not only to self-catering accommodation, but also to ensure the safety of guests and staff in relation to Covid-19.

Limiting the spread of the Covid-19 Virus is therefore an additional consideration beyond our existing responsibilities. Following the Covid-19 pandemic, we as, owners of self-catering units have a public health responsibility to ensure our accommodation is clean, not only to the eye, but also that any potential virus is removed to the best of our ability to prevent any spread.

We have a duty of care to customers and staff even where specific legislation does not exist. It is essential that our cleaners are retrained, and we provide them with the right equipment to carry out their jobs effectively. It is important to have a strict cleaning protocol in place and that this is clearly identified to both cleaners and guests.

June 2020

Following notice by the Scottish Government at the end of June 2020, Scottish self-catering properties were allowed to welcome guests from 3rd July 2020. We decided that Pine Chalets would remain closed until 15th August. This is so that we could take our time to put all the new procedures in place, to make Pine Chalets a safe holiday accommodation for guests, our team and the local community.

We are members of the Association of Scotland’s Self-Caterers; they have worked extremely hard with the Scottish Government and other trade associations to ensure that strict cleaning protocols have been made available. We are not only implementing these; we are exceeding them.  We also have a tightened Risk Assessment in place. We have been certified ‘Good to Go’ from Visit Scotland and have completed the Cleaning for COVID-19 cleaning course.  In addition to our normal high standard of cleaning we will be sanitising and disinfecting at every changeover.

September 2020 – Update

We cannot accept bookings for more than 6 people from a maximum of two households (children under the age of 12 not included). Where bookings are made with multiple chalets (keeping within the maximum 6) Guests must not enter each others chalet at any point.

In addition to this, the Law changed in Scotland on Friday 25th September 2020.We cannot accept booking from guests who propose to share a chalet with someone who is not included in their normal household. We will contact you to ensure that your group complies with these rules and amend your booking accordingly. Guests found to be in deliberate breach of these Terms will have their booking made void with no refund.

Flexible cancellations Terms

For bookings MADE prior to 23rd September 2020:

Deposits were £100.00 per booking.

Balances are due 6 weeks before arrival.

In the event that the government announce another lock-down enforcing our closure affecting your holiday dates, any payment made (Deposit and balance) will be carried forward towards another week of your choice. (subject to availability)

For bookings MADE after 23rd September 2020:

Deposits 25% of total booking value

Balances are due 6 weeks before arrival. We are protected by Master Cancel which removes the stress and worry from booking your holiday. You can cancel up to and including 2 days before the check-in date. Master Cancel’s flexible terms & conditions enable you to book with confidence, knowing that if you cancel for unforeseen circumstances (including COVID-19 illness, travel restrictions or reluctance to travel), we will refund you in full.  If you need to cancel your stay at Pine Chalets please contact us to advise in writing

Cleaning Protocols

We have completed training in Covid-19 Holiday Let Cleaning Protocols. (Attached certificate)

 The contents of the course included the following:

  • Risk assessment
  • The science of Covid-19 and its longevity on different surfaces and how to remove it safely and effectively.
  • Which cleaning materials we should be using and their effective kill rates.
  • The differences between cleaning, sanitising and disinfecting.

We are using the recommended viricidal disinfectants that comply with EN14476 with a log kill of 4.2-5

Risk Assessment

 In line with current legislations and guidance, we have conducted a detailed Risk Assessment, it will be reviewed and amended accordingly. A copy is available on request.

Social distancing at Pine Chalets

  • The 2-metre rule should apply at all times with guests from other chalets. The play area is open for use, there will be a hand sanitiser unit in situ. Only one family should be using it at a time.
  • Unfortunately, there is no safe way of opening the BBQ hut to multiple guests, so it will remain closed. This is in keeping with the guidelines of no shared facilities.
  • In the event of us having to enter the chalet for emergency maintenance etc. will wait until guests vacate for the day and disinfect accordingly on our departure.Or we will wear a mask and gloves if you are around.

Cleaning, General contents and Chalet preparation


Although it is not mandatory for cleaning staff to wear PPE, we will be wearing aprons, gloves and masks and following a strict cleaning protocol, check list and quality control procedure at every changeover.

Our changeover cleaning regime will be to our normal high standard. In addition to this, in line with guidelines our chalets will be cleaned and disinfected with the approved cleaning materials. Please see our cleaning check list for details. We have reduced the quantities of certain items to match the chalet maximum occupancy (4 persons per chalet.)

  We encourage guests to use the cleaning materials and disinfectants provided in the chalets for you to use during your stay. There will also be a supply of hand sanitiser at the entrance of the chalets. We advise to bring your own supply for when you are out and about.

General contentsTemporary measures to keep you safe.

We have always loved to provide guests with ‘little extras and personal touches’ in our chalets, but the ‘new normal’ has unfortunately changed this. It is just not possible to disinfect certain items. Mainly due to time scale and materials involved.

Books, Games and DVDs

Although there are varying reports on how long Covid -19 survives on certain surfaces, we taken the decision to remove these items as we cannot guarantee that they are safe. Please feel free to bring your own.

Information leaflets for the area.

An electronic copy of the main Inverness, Loch Ness and Nairn booklet with information on  THE REGION’S BEST ATTRACTIONS | DINING | SHOPPING | NIGHTLIFE | CULTURE will be sent electronically before your arrival, as will local information for eateries and walks and useful telephone numbers.(A paper copy of the main guide can be made available, subject to availability as it will have to sit dormant for 7 days after each use.)For guests who do not have internet access or are new to the area, we are happy to print information on request and post it prior to arrival. Please let us know what you require in advance wherever possible.

Soft Furnishings

Extra pillows, throws and decorative cushions have been removed. We are confident that this will not have a negative impact on your stay. Other fabric items such as curtains, carpets and mats will be sprayed with disinfectant as per regulations and our cleaning protocol.

Bedding and Towels

The ‘new normal’ has changed what we are providing as standard.

Mattress, pillow and duvet protectors will be provided and changed between            changeovers and duvets and pillows will be sprayed with disinfectant as per guidelines. 

Please bring your own duvet covers, pillow cases, bathroom towels and tea towels.

If you do forget to bring them with you, please tell us so we can supply them. There will be a £30.00 rental fee for linen in this instance. In this event all bedding must be stripped from the beds and put in the linen bag provided before your departure.


There will be a £50.00 charge if it evident that no covers have been in place.

Welcome packs

We will try our best to provide complimentary supply of Tea, Coffee and Sugar, subject to availability. These will be individually wrapped rather than loose in canisters. However, as all leftover items will have to be disposed of at each changeover, the quantity will be small to reduce waste, keeping us all safe and also being mindful of the environment too. We will still provide a sweet treat on the welcome tray for you!

Paper products

We will supply kitchen roll, dish washing cloths and fairy liquid. Toilet tissue will also be provided. Cleaning materials as mentioned earlier will also be provided.