Established 2003

Booking Terms & Conditions

Guest Booking Terms & Conditions

Your property is rented to you on a ‘Holiday Letting’ basis as defined in the Housing Act 1988, no statutory periodic tenancy shall arise under any circumstances.

The property is rented to you, under a ‘licence to occupy’ (hereinafter: the “Agreement”) for the period outlined in your booking.

This Agreement is entered into and made effective as of the signing date by and between the Property Owner (“Owner”) and the Guest (together – the “Parties”). Holiday Home Owners Ltd is a booking agent working with the Owner. This Agreement is held between the Owner and the Guest.

The Parties agree as follows:

  1. The Guest agrees to abide by all rules and regulations set forth by local laws.
  2. The Guest shall behave in a respectful manner and shall be good neighbours respecting the rights of the surrounding property owners. Creating a disturbance of the above nature shall be grounds for immediate termination of this agreement and eviction from the property.  No refund will be made to the Guest and the Owner will not be legally responsible to find alternative accommodation.
  3. The Guest commits not to use the property for any illegal or commercial purpose, including but not limited to sub-lease the property or otherwise allowing anyone or more people to stay above the maximum permitted if not previously agreed with the Owner.
  4. The Guest is responsible for any breakage or damage costs (or related costs) in or to the property – along with any extra costs that may result – which are caused by the Guest or any members of the Guest’s party. 

    Security Deposit    : If indicated at the time of booking, a security deposit must be paid 28 days before the start of your stay (or at the time of booking if this date has passed). This may be either paid or a pre-authorisation of card. The cost of any damage to the property will be deducted from the security deposit. Security deposits are refunded to you 7 days after your departure in the event of no deductions. 

    Accidental Damage Waiver    : If you have paid this waiver, you will be covered for any accidental damage up to the value of £300. The waiver does not cover excess cleaning, damage caused deliberately or recklessly, other charges payable in accordance with the booking terms e.g. late departure, smoking fine etc  All non-accidental damage will be charged to the guest.

    Where the cost of damage exceeds any security deposit paid or the £300 accidental damage waiver limit or where the damage is not covered by the accidental damage waiver, the Guest agrees to pay any remaining balance.

    Any legal costs and debt collection fees for recovering unpaid damages are charged to the guest.

  5. Where the Guest organises an out of hours locksmith to gain access to the property for reasons other than a faulty lock e.g. Guest loses keys, guest operation error etc.  The Guest shall be liable for the locksmith charge.
  6. Where the guest organises an emergency out of hours contractor (after the Owner’s Property Management agency is closed) and it is found not to be an emergency, The Guest will be liable for the contractor fee. For the avoidance of doubt, an emergency constitutes prevention of further damage to the property or neighbours property or care of the vulnerable/at risk e.g. infant & elderly.
  7. The Owner can refuse to allow the Guest into the property or ask the Guest to leave if they reasonably believe the Guest or any member of the Guest’s party (or any other person invited by the Guest to the property) are behaving illegally or that any damage is likely to be caused, has been caused or is being caused as a result of the Guest behaviour or any members the Guest has invited to the property and without providing a refund of any payment the Guest has paid for the booking.  The Owner will not be legally responsible to find any alternative accommodation.
  8. The Guest must not hold events (such as parties, celebrations or meetings) at the property without the advance written consent of the Owner. Any of these cases will allow the Owner to terminate the Agreement without providing a refund of any payment the Guest has paid for the booking. The Owner will not be legally responsible to find any alternative accommodation.
  9. The Guest must allow the Owner or their representative (including cleaners & contractors), with reasonable notice, access to the property at any reasonable time during your stay (except in an emergency or if a problem needs sorting out quickly and you cannot be contacted in time. In these situations, the owner can enter the property at any time without giving you prior notice).
  10. Stays of 1-13 days: Mid stay clean & linen change may be booked and paid for by the guest.
    Stays of 14+ days will receive a FREE mid stay clean and linen change approximately every 7 days.
    FREE mid stay cleans may not apply to long bookings with discounted prices.
  11. The Owner is unable to offer any refunds associated with broken/slow internet connections.
  12. The Guest agrees to have made all of the necessary checks and enquiries before booking to ensure that the property is suitable for their needs, in particular any medical needs.  The Owner is unable to offer any refunds in the event they were not made aware of the Guest’s needs at the time of making the booking.
  13. The Owner is not responsible for any external factors outside of their control which might affect the Guest’s stay including, but not limited to scaffolding, exterior works to a communal building, lift maintenance, building works at nearby properties, communal hallways, external noise etc.  Where possible the Guest will be informed of any issues as the Owner is made aware.
  14. The Owner reserves the right to refuse a booking if any member of the party is under the age of 18 and where a parent / legal guardian is not present.
  15. The stay price will be confirmed at the time of booking, subject to the correction of errors. The Owner reserves the right to correct errors in both advertised and confirmed prices as soon as the error is identified, no later than 3 working days of the booking date. Should the correct price exceed the error price the Guest may cancel, with no charges applied.
  16. Payment Terms: Are set out and agreed to at the time of booking.
  17. Cancellation by Guest:
    Booking Channels: e.g. Airbnb: Terms are set out in your channel dashboard.
    Direct Bookings: Notice of cancellation is effective from the date we receive email confirmation.  The following charges apply:

    Properties sleeping 1-7
    Notice received before arrival:
    1-6 days – 0% refund
    7-13 days – 50% refund
    14+ days 100% refund

    Properties sleeping 8+
    Notice received before arrival:
    1-59 days – 0% refund
    60+ days – 100% refund

    Check with your travel insurance policy if cancellation charges can be claimed.

  18. Guest Travel Insurance: It is strongly advised that guests take out adequate travel insurance to insure against potential cancellations e.g. in the event of sickness, bereavement, property becoming unavailable due to unforeseen maintenance etcThe Guest agrees that Property Owners are not the insurer for guest trips and are not responsible for refunding guest cancellation charges.
  19. Cancellation by Owner: The Guest agrees that should the property become unavailable for any reason and the booking cancelled, the Owner shall refund the Guest in full.  The Owner will not be liable for any expense, losses or costs incurred as a result of any change or cancellation. Guests are responsible to insure themselves for such eventualities.
  20. The Guest agrees to the following potential charges:
    1. Noise patrol call out: anti social behaviour: £50
    2. Smoking in property: min £150 fine & cleaning charge
    3. Unauthorised pets: extra cleaning charge
    4. Stained towels, e.g. fake tan: replacement cost
    5. Lost keys: Min £25
    6. Rescheduled property clean due to unauthorised late check out: £32
  21. Force Majeure: The Owner cannot accept liability or pay any compensation where the performance or prompt performance of the contractual obligations is prevented or affected by or you otherwise suffer any damage or loss as a result of “force majeure”. In these Booking Conditions, “force majeure” means any event which the Owner could not, even with all due care, foresee or avoid. Such events may include war or threat of war, riot, civil strife, actual or threatened terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire, pandemic and all similar events outside our control.
  22. Holiday Home Owners Ltd Privacy Notice can be found  here: 
  23. In the unlikely event that the Guest has a complaint or experiences issues with the stay, they agree to follow the ‘Reporting Issues Policy’ as detailed in the property guide and detailed below for reference.  Failure to follow the correct procedure may affect any later claim.
  24. By agreeing to these Terms & Conditions, as acknowledged by signature below, the Guest waives, discharges and agrees to hold harmless Owner from all damages or injuries arising from or related to the Guest stay at the Property, including without limitation, any accidents or injury to the Guest, Guest’s visitors and associates, and loss of money, jewellery or valuables of any kind.
  25. This Agreement, including the Property Specific Conditions below, expresses and reflects all that was agreed between the parties and cancels any agreements and/or other understandings between them.

Reporting Issues Policy

MINOR ISSUES: Cleanliness, keys, maintenance, etc.

Upon your arrival, we kindly ask you to inspect the property thoroughly. Should you encounter any issues, please reach out to your Property Manager during office hours. They are employed directly by the property owner and are committed to resolving any concerns promptly.

If the Property Manager is unable to address your concerns, please get in touch with your booking agent, Holiday Home Owners. 

MAJOR ISSUES:

For serious issues that cannot be resolved by the Property Manager, please contact Holiday Home Owners directly and immediately by phone. We also request that you confirm your complaint in writing within 24 hours via email. Where possible, include photographs to support your complaint.

Please note that any complaints made at the end of your stay or after departure will not be considered, and refunds will not be issued. Complaints received during your stay, based on an issue experienced throughout the stay, will be evaluated from the time they were reported to Holiday Home Owners.

Failure to report an issue promptly may result in further damage to the property, such as unreported leaks.

If an issue arises on a weekend or bank holiday, please email Holiday Home Owners and contact your Property Manager, giving them ample time to attempt to rectify the situation. Please understand that Holiday Home Owners may not be able to respond until the next working day. However, in most cases, the Property Manager, who is employed by the property owner, can resolve the issues.


VACATING THE PROPERTY:

In the unlikely event of a severe issue occurring on a weekend or bank holiday that compels you to vacate the property, please communicate this to the Property Manager who will then contact the property owner for further instructions.

Please note that non-emergency issues such as décor, cleaning, faulty entertainment systems etc., will not be escalated to the owner. Therefore, if you choose to leave the property early under these circumstances, a refund will not be issued. All such issues will be addressed by Holiday Home Owners on the next working day.

Choosing to leave the property early does not increase the likelihood of receiving a refund unless the contract terms have been breached. Please understand that you are required to allow necessary time to resolve any arising problems.

We kindly ask that you refrain from discussing any refund matters with the landlord’s Property Manager as they are not staff members of Holiday Home Owners.

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A Holiday Home Owners Ltd Company

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