“We”, Hideaways, act as booking agents on behalf of certain owners of holiday accommodation. The contract is between “you”, the hirer and “the owner” of the accommodation you have booked. The contract comes into effect once we have received payment for your booking and once we have confirmed your booking in writing (by email or post).
For reservations made more than 8 weeks before the holiday start date this is a deposit of 1/3 of the rental cost. The balance of the total holiday cost is payable no later than 8 weeks before the arrival date and if not paid we reserve the right to cancel your booking, in which case the deposit will be forfeit. In the case of bookings made less than 8 weeks before arrival full payment is due on booking.
3(i) You should inform us immediately, with confirmation in writing, if you are unable to go to the property you have booked with us. If you have to cancel as a result of serious, unforeseen and unavoidable circumstances, it is our usual practice to refund any monies already paid and to waive any further payment due for your holiday. Supporting evidence will be required. Refunds and waivers are given at our discretion.
3(ii) In the event that no refund or waiver of monies is given then the deposit (one third of the rental price) will be forfeit. We will do our best to re-let the property you have booked and, if successful, your liability for the balance of rental will cease. If we have not been successful in re-letting the property by the balance due date, you remain liable for the full cost of the holiday and must pay the balance on the due date.
3(iii) If we re-let the property after the balance has been paid we will refund the balance to you (retaining the deposit to cover our costs in re-letting). If we are only able to re-let part of a cancelled period, or are only able to re-let the cancelled property at a discounted rate, then the refund will be reduced to the sum obtained on the re-letting in respect of the cancelled period less the deposit paid by the new hirer for that period.
Any alterations you make to your booking will be subject to an administration charge of £35. Any transfer of booking to another property will be treated as a cancellation of the original reservation (see clause 3. Cancellation). Any change in holiday dates will also be treated as a cancellation unless otherwise agreed to by us and the owner concerned.
If, for reasons beyond our control, we have to cancel or alter arrangements made for your booking, we will make every effort to offer an alternative property, if appropriate. If you do not accept the alternative property offered, we will return to you any monies paid for your booking whereupon the owner’s and our liability will cease.
You are responsible for leaving the accommodation in good order and in a clean condition. You will be responsible to pay the reasonable cost of repairing any damage or losses incurred during your occupation or for any extra cleaning required. The owner reserves the right to repossess the property if you or a member of your party create a significant nuisance or cause excessive damage.
You must provide on the Guest Details/Reservation Form the names of all the guests in your party. The number of persons occupying a property must not exceed the maximum number stated in the property description. Only the guests listed may stay at the property unless by prior arrangement. We reserve the right to refuse any booking which, in our opinion, is unsuitable for the property concerned. The person making the booking must be over the age of 18.
Occupancy shall be from 3 p.m. on the day of arrival to 10 a.m. on the day of departure, unless otherwise agreed by us or by the owner.
Pets are welcome at certain properties, where indicated in the description.You must enter details of any pets you are taking on the booking form so that the owner can be informed accordingly. The appropriate guidelines, set out in the Booking Information section of the website and brochure, must be observed. Payment for pets is non-refundable except as part of a refund of monies made under clause 3, Cancellation. N.B. "Sorry no pets" in a description is not a guarantee that no pets (e.g. the owners' pets) have been present at the property.
Whilst we make every effort to ensure that property descriptions and photographs are accurate, it is possible that there may be minor discrepancies, which can occur as a result of changes made to the property by the owner. Refunds or reductions will not be given as a result of such changes nor for events outside our control such as closure of the village post office/shop or public house or events giving rise to noise or nuisance.
Members of the party are responsible for the safekeeping of their vehicles and personal possessions whilst at the property. There will be no insurance covering such items. We (Owner and us) are responsible for death or personal injury caused by our negligence or breach of contract.
If for any reason you experience difficulty or have cause for complaint, you should take up the matter promptly with the owner, who is responsible for the maintenance and preparation of the property you have booked. If the owner is unable to resolve your problem, you should notify us so that we can carry out an investigation and take remedial action where appropriate. If we can still not resolve your complaint, we may, on behalf of the owner, agree to a refund of all or part of the monies paid for your holiday. The amount of any refund will be limited to the amount you have paid us for your holiday. Under no circumstances will we entertain claims for compensation lodged by the hirer upon departure or after return home when it is no longer possible to investigate the complaint effectively or take corrective action.