Booking Terms & Conditions
The Terms and Conditions detailed below form the basis of your contract with us so please read them carefully. Nothing in these Terms and Conditions affects your normal statutory rights. These Terms and Conditions and your booking confirmation shall be read together as one document.
For the purposes of this document:
- "the Property" refers to Holkham Cottage (15 Peninsula Cottages, Staitheway Road, Wroxham, Norfolk)
- "the Owner", "we", "us" and "our" refers to the owner of the Property: Mr and Mrs S Stone
- "the Hirer", "you" and "your" refer to the person making the booking and all members of their holiday party
- "the Arrival Date" and "The Departure Date" refer to the dates specified in the booking confirmation
The Hirer’s contract for the hire of the Property is directly with the Owner.
Minimum age of Hirer, & Single Sex parties
All correspondence will be sent to the Hirer at the address or email address on the booking form, which should be signed by the Hirer (who must be at least 18 years old and also be a guest). By making the booking, you confirm that you are authorised to make the booking on the basis of these conditions by all other members of the party and they agree that the booking will be governed by these conditions.
Please note that we welcome families and groups of friends but we cannot accept bookings where your party is all male or all female where the age of the hirer (who is also a guest) is less than 25. At no time must the occupancy of the cottage exceed 4 guests. Only those people who form the Hirer’s holiday party are entitled to stay at the Property but if circumstances force you to change the members of your party after completion of the booking form, please let us know in advance of the Arrival Date of your holiday.
Booking your holiday
After making your provisional booking by using our online availability and reservation system, email, or by telephone on 01707 657927 or 07984 362211, you will be sent a booking form by email or post. You will be requested to pay an initial deposit of 20% of the hire cost if your holiday Arrival Date is more than 8 weeks after the date of your provisional booking. If booking within 8 weeks of your Arrival Date, full payment of the whole hire cost will be required at the time of booking. Please complete the booking form and return it to us as indicated on the form as soon as possible after receipt. Your provisional booking will be held for 10 days following the issue of the booking form by us.
Your booking is not confirmed until:
- your initial deposit (or if applicable the full hire cost) has been paid in full (and the funds have cleared through the banking system where appropriate) and;
- a signed booking form has been received by us.
Once the appropriate payment and signed booking form has been received by us your booking will be confirmed by email or post. The booking confirmation will show your booking details and the amount you still owe for your holiday at the Property. It may also show any additional agreements or variations to the Terms & Conditions. You should carefully check the details of your holiday and inform us immediately of any errors or omissions.
The contract between you and us will only be formed when you are sent confirmation of your booking and is subject to these Terms and Conditions. We reserve the right to refuse or cancel any booking prior to the issue of our written confirmation. If we do this we will refund any money you have paid to us.
Paying for your holiday
Your balance of the hire cost and the security deposit if requested (see below) are due for payment no later than 8 weeks prior to your Arrival Date. If you fail to make a payment due to us in full and on time your booking may be treated as cancelled by you. A reminder for payments due will be sent at the appropriate time.
Variations of price
We reserve the right to vary price without notice. The price of your holiday is, however, guaranteed once you have received a booking confirmation from us.
Security Deposit (when charged)
A refundable security deposit of £75 may be payable with your balance of hire. If required by us you will be told this before you make your booking. This will be refunded within 30 days of the end of your holiday less any deductions for the repair or replacement of any breakages, losses or damage to the Property or its contents (fair wear and tear excluded as we do understand that sometimes minor accidents do happen).
If you have any breakages to crockery or glassware, or minor items such as blown light bulbs, please let our property management company (as detailed in our information folder held at the Property) know so that the item can be replaced. Also, please report any faults to TV or cooking appliances, as very often things can be put right simply, or alternative items supplied.
Please note that damages and losses are not limited to the security deposit and any cost in excess of this amount will be invoiced and payable in full without delay. The security deposit will also be used to cover any additional costs of cleaning if the Property is left dirty or if vacated later than 10.00 am on the day of departure.
Changes to your booking
We will try to accommodate minor changes to your booking when requested more than 8 weeks before your Arrival Date. The Hirer does not have the right to transfer or assign this booking to another member of the party, or to a third party. Any such action will be deemed as a cancellation of the booking. Changes within 8 weeks of the start date of your holiday may incur additional charges and all requested changes will be subject to availability.
If you need to cancel your booking
If you need to cancel your booking you must contact us by email or by calling on the above telephone number(s) as soon as possible. You will also be required to confirm your cancellation in writing or by email to the address shown on the booking form. A cancellation will not take effect until we receive written confirmation from you.
If you cancel your booking within 10 days of us confirming your booking to you, we will refund any money you have paid us. After such period, if you cancel your booking more than 8 weeks prior to the Arrival Date, we will retain the initial deposit and refund the balance of any money you have paid to us.
If you cancel your booking less than 8 weeks prior to the Arrival Date, we reserve the right to retain the initial deposit and the balance of any money you have paid us. In these circumstances we will refund the balance of any money you have paid us (less any additional costs incurred) if we are able to secure an alternative booking for the Property. You may be eligible to claim on your holiday cancellation insurance if taken out.
It is strongly recommended that you have adequate personal and holiday cancellation insurance to cover you and all members of your party. This should be suitable for UK self catering holidays arranged independently of a travel agent and should include cancellation protection cover to safeguard you against loss of the cost of your holiday in the event of unexpected cancellation.
Under no circumstances will the Owners be responsible for loss of life, personal injury, medical expenses, accidents, damage to The Hirer’s property, personal effects or motor vehicle(s) and you should ensure that any insurance covers such eventualities.
Cancellation by the Owner
In the unlikely event that the Property becomes unavailable for the dates hired by you due to unforeseen circumstances, all efforts will be made to offer suitable alternative accommodation. If suitable alternative accommodation cannot be found, then all monies paid by you (the Hirer) will be refunded in full but the Owner will incur no further liability of any kind. Under no circumstances will the Owner be liable to refund an amount exceeding the amount paid by the Hirer.
Your holiday hire includes use of the property from 4.00 pm on the Arrival Date until 10.00 am on the Departure Date as specified on your booking form. Late departure may result in an additional charge. Your hire includes all bed linen (except for an optional cot), towels and all heating, electricity and water. Your hire includes parking for one vehicle only in the on-site Peninsula car park. We cannot be held responsible for damage to your vehicle, or for its contents.
No pets are allowed at the Property.
For the comfort of all guests, smoking is not permitted anywhere inside the Property.
You are advised that the Property is accessed via 2 low steps and comprises two floors connected by a standard staircase with handrail leading to the bedrooms and bathroom. The bathroom comprises a standard bath with shower over, pedestal washbasin and standard w.c. The Hirer is responsible for ensuring that all members of the party are aware of the facilities of the Property and should consider any access issues.
You agree to keep and leave the Property and the furnishings, kitchen equipment, crockery, glasses and bedding clean and tidy and in good condition and to leave the Property in a similar condition as you found it when you arrived, and to behave in a way at all times while at the Property which does not break any law. You and all the members of your party also agree not to use the Property for any illegal or commercial purpose, including sub letting it or otherwise allowing anyone to stay in it that we have not previously accepted.
You agree not to cause any damage to the Property or to do anything that may be reasonably considered to cause a nuisance or annoyance to any other occupier of adjoining or neighbouring properties.
You will be responsible to the Owner for all damage or breakages caused by you and/or members of your party to the Property or its contents (including the cost of any work needed to put this right). This includes responsibility for paying for this damage. You are responsible for the actual costs of any breakage or damage in or to the Property – along with any extra costs that may result – which are caused by you or any members of your party.
You agree to take all necessary steps to safeguard your personal property. No liability to you is accepted in respect of damage to or loss of such property, except where the damage or loss is caused by our negligence.
The Owner can refuse entry into the property or ask the Hirer or any member of the Hirer’s party to leave if they reasonably believe you or any member of your party (or any other person you have invited to the property) is not suitable to, or capable of taking charge of, the Property, are behaving unreasonably, illegally or antisocially or that any damage is likely to be caused, has been caused, or is being caused by the behaviour of you or any members of your party or any person you have invited to the Property. We will treat these circumstances as a cancellation by you and no refund of the holiday cost will be made.
In the event of an emergency or remedial repair work being required during your holiday, we will attempt to contact you to let you know of the expected date and time that any such work will be carried out. If we are unable to contact you, the Owner reserves the right for themselves or agents appointed by them to enter the property, at a reasonable time, to carry out emergency work or remedial repairs.
The Owners accept no liability whatsoever for any Loss, Damage, Injury or Accident to the Hirer or any member of the Hirer’s party or property whilst in occupation of the Property or its grounds howsoever caused. Vehicles and possessions are left entirely at the risk of the holidaymaker. This does not include or limit in any way our liability for death or personal injury caused by our negligence or for fraud or fraudulent misrepresentation; or for any matter for which it would be illegal for us to exclude, or attempt to exclude, our liability. Your booking is made as a consumer for the purpose of a holiday and you acknowledge that no liability can be accepted for any business losses howsoever suffered or incurred by you.
Children must be supervised at all times whilst on the Peninsula Cottages site.
Events beyond our control (force majeure)
We will not be legally responsible for any compensation if we are prevented from carrying out our responsibilities under this contract as a result of events beyond our control. This means an event that we could not, even with all due care, expect or avoid, including:- strike, lock-out or labour dispute, natural disaster, acts of terrorism, war riot or civil commotion, malicious damage, keeping to any law or governmental order, rule, regulation or direction, accident, breakdown of equipment or machinery, fire, flood, snow or storm.
We cannot be held responsible for the breakdown of mechanical equipment such as sewage pumps, or for failure of public utilities such as water or electricity.
We cannot be held responsible for noise or disturbance which comes from beyond the Property or which is beyond the owner’s control. If we know about a problem before you arrive we will contact you to let you know.
Website and literature differences or omissions
We aim to make sure that the information provided by us is presented accurately on our website and other promotional literature or material we produce and provide.
Our website, other adverts and literature are intended as a guide to the Property and facilities only and we reserve the right to make changes to the facilities provided or to the Property without prior notice. We cannot accept any liability for errors, mistakes or omissions that may arise from any differences between the Property and the facilities provided and our web site or literature. No refunds are available for such discrepancies.
Every effort has been made to ensure that you have an enjoyable and memorable holiday. If however, you have any cause for complaint it is important that remedial action is taken as soon as possible.
It is essential that you contact us (or our property management company as detailed in the information folder held at the Property) if any problem arises so that it can be speedily resolved. It is often extremely difficult to resolve difficulties properly unless we are promptly notified. Discussion of any problems with our property management company whilst you are in residence will usually enable any shortcomings to be rectified quickly. In particular, complaints of a transient nature (for example, regarding preparation or heating of the property) are very difficult to investigate unless registered whilst you are in residence.
If any complaint cannot be resolved during your holiday, you must write to us with full details within 28 days of the end of your holiday.
The law of England and Wales governs the contract between you and us and we both agree that the Courts of England and Wales will deal with any dispute, matter or other issue that arises between us.
© Mr and Mrs S Stone