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Terms & Conditions of Booking
Terms and Conditions
The contract is between the owner of the property and the guest.
Booking
You are booking self catering accommodation, this includes cleaning up after yourselves and leaving the property tidy.
Our properties specify the maximum number of guests allowed at the property and must be strictly adhered to. The name of each guest must be listed on the booking form.
Any alteration to this booking must be with the consent of the property owner. The person making the booking must be a member of the party and accepts full responsibility on behalf of all the members of the party in meeting the terms and conditions of the rental. The right to occupy the property may be forfeited without compensation or may be subject to additional charges if more guests than the property sleeps, are at the property using facilities without our prior consent.
Any group bookings (3 or more), where all guests are under 25 and/or of the same sex, will need our agreement before a booking can be confirmed.
If an agent is acting on behalf of the owners they reserve the right to refuse a booking if it is deemed not to be in either the guests or the owners’ best interests.
If a change to a confirmed booking is requested the following will apply:
a) If the change is to one of our other properties, this will constitute a cancellation and the cancellation procedure will apply.
b) If the change requested is for a different date, in the same property, this will be accepted only if the owner agrees to the change and the guest agrees to pay an administration charge of £25. Adjusted holiday costs will be charged or refunded accordingly.
Our properties are let on the basis that the accommodation is for holiday use only and that no rights to remain in the accommodation exist for the guest or anyone in the party beyond the booked date.
We provide bed linen and house towels (not beach towels which must be provided by the guest). For bookings of two weeks or more a complimentary change of bed linen and towels is available. Please ensure you request this when making the booking.
Payments – Deposits and Balances
At the time of booking a minimum deposit of 25% towards the total cost of the holiday is required with the balance due 6 -8 weeks before the start of your holiday. (This term may vary on different booking sites)
Bookings made less than 6 weeks before the start date of the holiday require full payment at the time of booking.
When any payment is returned by the bank for whatever reason, a surcharge of £20 per payment is made. Bank charges for payments from overseas guests must be paid by the guest at the time a payment is made.
Damage deposit
If you have booked via any online booking sites like Airbnb ,VRBO, Booking.com etc. that have not already collected a deposit we may contact you independently to collect one.
It will be £500 (Waves End) £250 (Westward Polzeath) £200 (Little Barn) We will collect this 1 week before check in and return it once the property is checked.
Failure to pay if asked will result in you forfeiting your stay with no refund.
Damage and Losses.
The guest agrees to pay for any losses or damages to the property or its contents caused by the guest or a member of their party (excluding fair wear and tear). Where losses or damages occur the Agent or Owner has the right to reclaim any costs incurred from the damage deposit, card or form of payment the guest used to pay for the holiday. The guest accepts that this does not limit their liability for damage or loss in excess of this amount.
Cancellations
Full refund for cancellations within 48 hours of booking.
Thereafter the booking is non refundable unless re sold.
If you need to cancel , please let us know immediately, we and/ or our agents will endeavour to re-let the holiday period or part thereof . If we successfully re-let, upon receipt of monies for the new booking we will refund to you the rental paid minus an administration fee of £25 and any transaction fees.
If a reduction in rental has to be made to secure a new booking the you will receive the respective pro rata amount less the administration and transaction fees.
If it is not possible to re-let the property, no monies will be returned.
The guest remains liable for the full amount of the holiday rental, including the balance payment when due, if this has not already been paid.
Travel Insurance.
We recommend that you take out suitable holiday insurance just like you would for overseas travel and by agreeing to our T&c’s you acknowledge this advice.
Your insurance should cover all risks including not being able to travel for any reason.
Neither the owner nor the agent shall be held responsible or liable for any loss or damage suffered by the guest or members of the party.
Non Availability of Property
If, for any reason, the property is not available or has become unsuitable for the date booked, we will make every reasonable effort to arrange suitable alternative accommodation. If this is not possible or acceptable to the guests, all rental monies paid in advance will be refunded in full and the guest will have no further claim against the owner or the agent.
Description of Property/Amendments.
Whilst every effort has been made to describe the property as fully and accurately as possible, we cannot accept responsibility or liability for any changes that may been have made, or for any disappointment caused where a guest has differing expectations to those detailed in the description. We are not responsible for property descriptions on some external websites and details on our website will override any other property descriptions advertised elsewhere.
All details are given in good faith and are believed to be correct at the time they were published but their accuracy cannot be fully guaranteed.
The provision of wireless broadband internet access is a complimentary facility and neither the agent or the owner can accept liability for loss of coverage or quality where technical problems are experienced.
Every effort will be made to ensure the standard of the property is maintained and that all items of equipment described and supplied are in good working order. However, no guarantee is given or liability accepted if any breakdown occurs. Repairs are always undertaken as soon as possible, although inevitably delays do occur.
Company staff have no authority to vary the terms and conditions and no telephone or other conversation (a description or opinion), albeit in good faith and believed to be correct, shall be held to alter the company’s published material.
Occupying the Property.
Guests may occupy the property after 4pm (the time for your property will be on the welcome message) on the start date of your holiday and you must vacate the property by 10am on the leaving date.
No early entry is permissible even if the property appears ready as we routinely inspect them right up to 3.45pm. This also applies to the parking space(s) at the property as they are needed by our housekeepers during the changeover period. Our housekeepers are instructed not to allow early entry and will require access to the property at 10am on departure day. Guests must keep the agent or the owner fully informed of any changes such as arrival later than the designated start day or departure before the end date so we can ensure the property is secure.
The guests must keep the property and all furniture, fixtures, fittings and effects in or on the property in the same state of repair as at the start of the rental period and should- leave the property clean and tidy, failure to do so may result in an extra charge. Ensure all furniture that has been moved is re-positioned.
Items missing may result in a charge to the guest.
Guests must ensure that the owner’s request for the property to be smoke free and pet free is adhered to. Any breach of these conditions will incur extra cleaning costs and the stay terminated with no refund.
Keys are placed in a key safe just before your arrival time on your welcome message. Guests should replace the keys in the key safe every time they leave the property unattended as there is only one key per property. Any loss of keys and subsequent costs to replace will be met by the guests and deducted from the damage deposit, similarly if the guests are locked out of the property it is the responsibility of the guests to ensure a locksmith attends and that they pay for the service.
Where car parking is provided, guests must only use the space allocated and is entirely at the guest’s own risk. Parking spaces generally only accommodate average sized cars and guests planning to arrive in larger vehicles should check the parking space will be suitable. Guests must not park a vehicle in such a way to cause obstruction/restriction of access to other users. The owner or the agent cannot be held liable for any costs incurred if an alternative space is required.
Guests must not do anything to make void or voidable any policy of insurance and must not cause a nuisance to neighbours. The general rules applying to the property must be adhered to and the guest must allow the owner, owner’s representative or the agent reasonable access.
Complaints.
All complaints must be reported to the owner or agent (whoever you booked with) as soon as possible during occupation to enable the owner and the agent the opportunity to carry out an investigation and effect remedial action. If the owner or agent is denied the opportunity of investigating the complaint, or denied the opportunity of rectifying the problem whilst the guest was in the property, the guest will have waived all rights to any further investigation or any compensation that may have been applicable.
Any claims for recompense relating to a complaint made during the stay but not resolved to the guests satisfaction must be made in writing and received by the owner no later than 5 working days from the date of departure.
Pets.
No pets allowed.
Guests who bring pets to a pet free property will be in breach of the condition of hire and will be asked to leave the property immediately.
It should be noted that it cannot be guaranteed that properties that do not accept pets have never had a pet at the property.
Smoking.
The accommodation is a ‘no smoking’ property. Guests are responsible for upholding this condition and acting responsibly with regard to keeping the outside areas clean and tidy.
Window cleaning.
We try to ensure windows are cleaned during changeovers, this is not always possible and a window cleaner may clean the windows during your stay.
Personal Property.
If items are left behind the guest should advise the agent/owner as soon as possible to enable a search to be made. (It may not be possible to locate the item if the property has been re-let until after the new guests depart).
Reimbursement for postage, packing, plus any other expenses incurred will be required before the item can be returned.
Items which are not claimed for or where postage reimbursement fees have not been received, will be kept for 21 days only before being disposed of.
Price Changes.
Where an error or omission has occurred, the agent reserves the right to amend prices.
Matters beyond Owner/Agent’s Control
Neither the owner nor the agent can accept liability for work taking place outside the boundary of the property or for any noise or nuisance arising over which the owner or agent has no control.
If the agent is made aware of any major works in the immediate vicinity of the holiday property before the guest arrives which, in our opinion, may severely affect the enjoyment of the guest’s holiday, this will be treated as ‘non-availability of the property’ and this clause shall then apply.
Privacy Policy
The guest acknowledges that the agent/owner will take personal information such as the guest’s names, contact information, etc. This will be used by the agent/owner to process the booking. The agent/owner will not pass these details on to third parties other than in relation to bookings – (such as the cleaner/caretaker/maintenance team)
The agent/owner will also take details necessary to process payments associated with bookings and will only pass this information on to the bank handling payments.
There are 2 security cameras at Waves End, 1 within the garage facing out to the lane. 1 outside at the front of the house.
Breaches to the conditions of hire.
The agent. or the owner, reserves the right to terminate the holiday booking for any serious breaches of these conditions of hire.
Legality of conditions.
Any dispute will be governed by the non-exclusive law and jurisdiction of the English courts. In the event a court finds that a condition in the Conditions of Hire is illegal or void, the illegal or void
condition will be severed from the remainder of the conditions of hire, which will continue to be valid and have full force and effect.
These conditions of hire supersede all previous editions.
Waves End
Hot Tub Safety & Rules
For your safety and and enjoyment there are strict rules and guidelines that must be adhered to when using the hot tub. You as the party leader, are responsible for making sure that all members of your party are aware of and strictly adhere to the guidelines. It is vital that the hot tub is kept clean for your own safety. Failure to do so may result in a deduction from your security deposit to pay for the drain down and cleaning of the hot tub.
It is very important that the hot tub is NEVER switched off at the mains switch (even when not in use) and that the cover is in place when the tub is not in use. Always unclip the lid before removal is attempted. Do not drag the vinyl cover using the cover straps, always use the handles. Do not stand, sit or lie on the tub cover. Any damage to the cover or tub will be charged for. Do not attempt to open the electrical box. Do not remove suction fittings (filter standpipes) located in the filter compartment.
Always shower and use the toilet before use. Do not submerge your head under the water, do not drink the water, or allow the water to enter your mouth.
Children under the age of 16 must not be allowed to use the hot tub.
Do not jump into the hot tub. People with infectious diseases should not use the hot tub. Keep all loose articles of clothing or hanging jewellery away from rotating jets and other moving components.
The use of drugs, alcohol or medication before or during tub use, may lead to a danger of drowning. Persons using medication should consult their doctor before using the tub. Do not use the tub if your medication induces drowsiness, affects your heart rate, blood pressure or circulation. Pregnant women, persons suffering from obesity, heart disease, low or high blood pressure, circulatory problems, or diabetes should consult a doctor before using the tub. Do not use the tub immediately after strenuous exercise.
Do not use any glassware or crockery in the tub. If glassware is broken this will result in a charge.
Do not use detergent or soaps of any kind in the tub.
Do not use the tub if you are wearing make up, tanning products or fake tan.
The product will be stripped from your skin and will deposit onto the tub and filters
It can stain the tub.
You will be charged in this event.
Please take every care to use the hot tub responsibly and please do consider your neighbours if using the hot tub at night as complaints will be taken very seriously. Hot tub must be vacated by 10pm please.
The tub will be checked regularly during your stay to ensure safe water quality.
The spa maintenance person will access the hot tub via the garage.
Use of the hot tub is entirely at your own risk, it is deep, don’t use alone and fall asleep.