Terms and Conditions

Booking Terms and Conditions

1. General

1.1 This is a legally binding contract between the property owner, Mrs Alison Howes and you, the “guest”.  The property owner is also referred to as “we” and “us”.

1.2 The guest is the person who signs the booking form or, in the case of online booking, the person who makes the online payment.  This person is responsible for ensuring all members of the holiday party accept and adhere to these terms and conditions.  The guest is also referred to as “you”. The contract of hire is not effective until we have dispatched to the guest written confirmation of the booking by email or post (confirmation of booking). 

1.3 The law applying to this contract will be English law and that the jurisdiction of the English Courts shall apply in any dispute or claim arising out of this agreement.

1.4 The property referred to being Haven Cottage, 21 Church Street, Coltishall, Norwich, NR12 7DJ.

2. Duration and Times of Rental

2.1 Rentals are for a minimum period of three nights and a maximum of 14 nights and commence at 4pm on the first day of rental and end at 9.30am on the day of departure.  The period hereafter is called “the holiday”.

2.2 The period booked will be stated on the confirmation sent by email or post to the guest when they book (the booking confirmation).

2.3 The period booked cannot be exceeded unless the property owner gives written approval.  The guest will be liable for any cost, of whatever nature, incurred because of an unauthorised extension.

2.4 Once a booking has been confirmed the booking can only be changed or cancelled with the written agreement of the property owner.

2.5 You must check your booking acceptance as well as any other documents we send you carefully as soon as you receive them.  If any information appearing on any document appears to be inaccurate in any way, you must let us know straight away.  We regret we cannot accept any liability to make changes if we are not notified of any inaccuracy in any document within 10 days of our sending it out.

2.6 The booking is for the number stated and named on the form.  You undertake when asked, to provide the names of those booked into the property.  Any changes to the number in your party must be made in writing and agreed by us.  We reserve the right to increase the amount paid for the holiday should the party size increase.  Under no circumstances can the “sleeps up to a number” for the property, as stated on the website be exceeded nor may any person other than the guests booked and staying in the property, for their holiday, use the facilities and amenities of the property.  If any of the above terms are not adhered to, the booking will be terminated immediately without any refund.

2.7 The booking is for the guest and their party and the property may not be sublet. 

2.8 The guest booking the property must be 18 years of age or older.

3. Deposits

3.1 If a booking is made eight weeks or more before the holiday is due to start, a deposit of 30% of the rent is payable by either direct bank transfer or Debit/Credit Card to secure the booking.

3.2 Once we have confirmed your booking, you are responsible for the total published price of the booking including any extras as shown on the booking confirmation.  The deposit must be paid immediately. 

3.3 If deposits and completed booking forms are not received within two days of the provisional booking being made, we may cancel your booking at our discretion. 

3.4 The booking is taken on a provisional basis until the completed booking form has been received, the deposit has been paid in full and the funds cleared through the banking system (where appropriate), the booking then becomes confirmed. 

3.5 Until the booking is confirmed, it can be cancelled at any time without prior notice.

3.6 If a booking is made less than eight weeks before the holiday is due to start, the full rent plus any additional charges including a refundable damage deposit, must be paid at the time of booking.

3.7 Should the property owner not accept or reject a booking request, all sums of money paid by the guest in relation to the holiday will be refunded.

4. Final Payment

4.1 Unless otherwise agreed by the property owner in writing, subject to clause 9 below, the price for the holiday shall be the rent for the property as set out on the website used at the time of booking.

4.2 Subject to the cancellation provision in clause 6 below, as soon as the booking is received and accepted by the property owner and the guests are in receipt of the booking confirmation, the guest is liable for payment of the balance of the rent along with any additional charges that may be due in relation to the holiday.

4.3 Payment of the rent and additional charges are payable to the property owner eight weeks before the start of the holiday (the “due date”) and non-payment by the due date may, at the sole discretion of the property owner, be treated as notice of cancellation.

4.4 If payment is not received by the due date and in accordance with clause 4.3 above, the property owner has treated the non-payment as a cancellation of the holiday, the guest will lose their booking and the deposit shall be non-refundable.

4.5 The property owner shall not be responsible for sending reminders of the due date, so please note these due dates.

4.6 The dates of the holiday may be changed provided the property is available for the new dates and the property owner accepts the change.  In this case a £20 re-booking fee is payable to the property owner.

5. Method of Payment

Payments can be made by electronic bank transfer or Debit/Credit Card.

6. Cancellation by the Guest

6.1 Once a booking has been confirmed by the property owner, the booking can only be changed or cancelled with the written agreement of the property owner.

6.2 Cancellation of the booking by the guest should be made by email to Alison Howes at norfolkholidayescapes@gmail.com

6.3 A booking can only be cancelled prior to the start of a letting.

6.4 In the event a cancellation is made then a cancellation charge is payable depending on the number of days before the holiday start date and when the cancellation notice was received.

0-56 days – 100% of balance required

57 days or more – deposit retained

6.5 In the event of the property owner receiving a cancellation notice within eight weeks of the start of the holiday and it is possible for the property owner to re-market the property for the full price for the cancelled holiday date, then the deposit will be forfeited along with a cancellation admin fee of £40 and the balance will be returned to the guest. If the property resells for a lesser price, the guest will be refunded the lesser price minus the deposit and cancellation admin fee of £40.  If the property is not re-let, the guest will forfeit the full cost of the holiday.  We therefore recommend that you take out holiday cancellation insurance.

7. Cancellation by the Property Owner

7.1 The property owner will endeavour to make sure the stated property is available for the dates contracted.  In the unlikely event the property becomes not available and the property owner has to cancel the booking, the property owner will endeavour to find the holidaymaker suitable alternative accommodation.  If suitable alternative accommodation cannot be found, the holidaymaker shall be entitled to a full refund. 

7.2 The property owner shall only be liable to return the monies received.  No compensation or consequential losses shall be paid.

8. Damage Deposit

8.1 A refundable damage deposit of £150 is payable when your final payment is due to cover accidental damage, loss or loss of rental as a result of the conduct of the guest or members of the guests party, or any other person authorised to enter the property at the guests invitation or authority. 

8.2 This payment will be returned within 7 working days of your departure, subject to inspection.

8.3 Guests are liable for the loss and damage caused to the owners property and contents to the full value of the owners loss even though the value of the loss exceeds the damage deposit.

8.4 The guest should make every effort to keep the property, fixtures and fittings and all contents in the same state of repair and condition as at the start of the holiday.  Any accidental damage or breakages should be reported to the property owner (or their representative) immediately. 

8.5 The property owner retains the right to make an additional charge for damage and breakages although it should be noted that minor breakages and reasonable wear and tear (in the opinion of the property owner) will not be charged for.

9. Price Changes

9.1 The property owner reserves the right to amend prices on any of the websites used to advertise the property, due to errors or omissions, but such changes shall be notified to the guest as soon as possible and the guest shall be able to cancel the booking if the amended price is significantly higher than the original price quoted.

10. Miscellaneous

10.1 Whilst every care is taken to provide a true and accurate description of the property, over time alterations are made and some things do change.  The guest accepts that no refunds are available for such discrepancies.

10.2 The property owner or its representative reserves the right to re-enter the property at a reasonable time, in the event of an emergency or remedial repair work being required.

10.3 The property owner is entitled to ask the guest and their party to leave the property without any refund if, in the property owners opinion, the behaviour of the guest and / or his / her party is unacceptable.

10.4 The property owner reserves the right to refuse entry to anyone, who in the property owner’s opinion is not suitable to or capable of taking charge of the property.

10.5 The property owner reserves the right to ask the guest and their party to leave the property, without refund, should the behaviour of the guest and / or their party be considered by the property owner to be unreasonable.

10.6 The guest and his / her party agrees not to cause an annoyance or become a nuisance to neighbours of adjoining premises.

11. The Guests Obligations

11.1 To pay for any losses or damages to the property and its contents caused by the guest or a member of their party (reasonable wear and tear excluded) and inform the property owner immediately so items can be replaced or repaired prior to the arrival of future guests.

11.2 To take good care of the property and leave it in a clean and tidy condition at the end of the holiday.  The property owner retains the right to make an additional charge for cleaning should the property, in the property owners or their representatives opinion, not be left in a similar condition to the way it was found at the start of the holiday.

11.3 A cleaning service is not provided during the holiday unless otherwise specified.

11.4 House keys are the responsibility of the guest.  Keys must be returned to the key safe and the key safe locked properly. In the event the keys are not returned on the day of departure, we reserve the right to change the locks on the property immediately without notification on security grounds.  A charge will then be incurred by you the guest to cover a locksmiths costs to change the locks and replace the keys.

11.5 On departure all windows and doors must be checked and securely locked.

11.6 To permit the property owner or their representative reasonable access to the property.

11.7 Not to part with possession of the property or share it except with members of the party shown on the booking form. 

11.8 The maximum number of people entitled to stay at this property is 4 and furthermore, only those people named on the booking form are entitled to stay.  All guests at the property must be notified to the property owner at the time of booking.  If it is found that more than the agreed are using the property, this will be considered a breach of contract and the hirer and his / her party will be asked to leave the property immediately without any refund. 

11.9 The guest will not sell or transfer the booking to another party without the property owners written agreement.

11.10 No Dogs or pets are allowed in the property. 

11.11 No Parties including Hen or Stag parties are allowed at the property.

11.12 Smoking and E-cigarettes are not allowed anywhere inside the property. Smoking is permitted outside the property provided all cigarette butts and ash are cleaned up and disposed of by you the guest before departure.  Failure to do so could incur extra cleaning charges.

11.13 Candles are not allowed in the property.

12. Liability

12.1 The property owner will not be liable for any act, neglect or default on the part of the owner or any other person not within their employ or otherwise under their control, nor for any accident, damage, loss, injury, expense or inconvenience whether to person or property, which the guest or any other person may suffer or incur arising out of, or in any way connected with the rental, unless the property owner is responsible.

12.2 The property owner accepts no liability for loss or damage to the guests, or guests party, personal possessions on the property owners property or land.

12.3 Vehicles and possessions are left entirely at the risk of the guest.

12.4 Children must be supervised at all times.

12.5 Nothing in these clauses excludes or limits the liability of the property owner: for death or personal injury caused by the property owners negligence.  For any matter which it would be illegal for the property owner to exclude or attempt to exclude their liability.

13. Personal Belongings

13.1 If the guest or any members of the guests party leave any personal belongings behind at the property after departure, the guest will be charged the cost of postage and packaging to have them returned.

13.2 Any items found by the Servicing Company responsible for the property will be disposed of within 30 days if not claimed.  All perishable foods will automatically be disposed of at the time of changeover.

14. Pets

No Dogs or Pets are allowed in the property.

15. Infants

Stairgates, travel cot and a highchair (6 months+) can be provided free of charge.  Please advise at the time of booking if you require this.  Please note you will need to bring your own bedding for the travel cot.

16. BBQ

A charcoal barbeque is provided at the property (charcoal is not provided) and is to be used by adults over the age of 18 only.  You use the barbeque at your own risk.  Please ensure the barbeque is cleaned after use.  If extra cleaning is needed, an additional charge of £20 may be required.

17. Cycles

Please do not bring bicycles into Haven Cottage, we will fully charge for damage or extra cleaning required as a result.

18. Linen and Towels

Linen and towels are provided within the quoted rate.  Bed sizes are one double bed at 4ft 6 wide and one small double bed at 4ft wide. A set of bath towels per person staying as well as oven gloves and tea towels will be also be provided.  Beach towels are not provided.

19. Appliances

19.1 TV’s, washing machines, fridge/freezers, dishwashers, showers, microwaves, kettles, toasters, CD & DVD players and speakers, BBQ’s and WIFI cannot be guaranteed in the event of a breakdown during your stay.  Everything will be done to repair or replace the item as soon as possible.

19.2 No compensation will be given for any temporary outage of electricity, gas or water, internet connection or television service during your stay.

20. Access

Being an old cottage, some doorways are lower than normal and the ground floor has some steps through each doorway.  If you have mobility restrictions or other disabilities, please speak to the property owner before your book who can then advise you accordingly if the property will be suitable.

21. The Holiday

The guest has the right to occupy the property for a holiday only (within the meaning of schedule 1, paragraph 9 of the Housing Act 1988).  The letting does not confer a short hold tenancy or give rise to a relationship of Landlord and Tenant.

22. Cancellation Insurance

Personal travel insurance cover is not included within the holiday booking fee.  We strongly recommend our guests ensure that their party is adequately insured through a travel insurance and cover for the duration of their stay at Haven Cottage.

23. Complaints 

23.1 Every endeavour is made to ensure your stay at Haven Cottage is memorable for all the right reasons.  However, we do recognise that from time to time things do go wrong.  In these circumstances, it is the responsibility of the guest to make any such problem known to the property owner (or their representative) immediately it becomes apparent, thereby giving the property owner the opportunity to correct the situation.  Unless this procedure is followed, no subsequent claim will be entertained.

23.2 The property owner will make every endeavour to rectify any identified problems as soon as is reasonably possible.

23.3 If the property owner or their representative is denied the opportunity to put matters right during the holiday, then the guest will waive all rights.

24. Breach of Contract

Any breaches of these terms and conditions by the guest or any of their party, the property owner or their representative reserves the right to re-enter the property  and end the holiday and ask the guest and their party to leave.  Ending the holiday by the property owner or guest does not affect that party’s other rights and remedies.

25. COVID-19

25.1 If you are unable to travel at the time of your booking due to Government Covid-19 travel restrictions / Tier restrictions in your area, you will be entitled to a full refund or you can reschedule your dates, whichever you prefer.  The same applies if we have to close because of Government Covid-19 restrictions.

25.2 In line with the NHS Test and Trace requirements please provide contact details of all guests over the age of 16 years.  Failure to provide such details when requested will lead to the booking being cancelled and no refund being given.