Hexham Holiday Home Terms and Conditions of Booking

These terms and conditions apply to bookings made with Hexham Holiday Homes. By making a booking, you agree to the following terms and conditions.

1. Booking Contract

A contract between you and us comes into existence when we accept your booking, receive the required deposit and issue a booking confirmation for the holiday dates specified in your booking agreement.

The contract applies to you and all members of your party. It is your responsibility to ensure that everyone in your party is aware of and complies with these terms and conditions.

Bookings can only be made by persons aged 18 or over. We reserve the right to refuse a booking.

2. Payment Terms

A 25% deposit is payable at the time of booking. This deposit is non-refundable and non-transferable.

The remaining balance is due 30 days before your scheduled arrival date. You will receive a pre-check-in email with instructions on how to complete your payment and the required pre-check-in process.

Once the remaining balance has been paid in full and the pre-check-in process has been completed, you will receive access to our guest portal. This contains essential information for your stay, including the property address, What3Words location, property information and your lockbox access code.

Please note: Access to the guest portal and lockbox code will not be provided until the outstanding balance has been paid in full.

Bookings Made Within 30 Days of Arrival

Bookings made through our website

For bookings made through our website less than 30 days before your scheduled arrival date, the 25% deposit is payable at the time of booking and remains non-refundable and non-transferable. Your pre-check-in email will be sent immediately after your booking is confirmed, and the remaining balance must be paid straight away.

Bookings made over the phone

For bookings made over the phone less than 30 days before your scheduled arrival date, the full booking amount (100%) will be payable at the time of booking.

Guest portal access

For all bookings, access to the guest portal will be provided once the full balance has been paid and the pre-check-in process has been completed. The guest portal contains all essential information for your stay, including the property address, What3Words location, property information and lockbox access code.

Please note: Access to the guest portal and lockbox code will not be provided until the full booking amount has been paid.

3. Cancellation Policy

All cancellations must be submitted in writing by email to the email address below:

• Hexham Holiday Homes: info@hexhamholidayhomes.co.uk

Your cancellation will only be treated as confirmed once you have received written confirmation from us. We recommend contacting us as soon as possible if you need to cancel.

Cancellations More Than 30 Days Before Arrival

If you cancel more than 30 days before your scheduled arrival date, your 25% deposit will be retained and will not be refunded. You will not be required to pay the remaining balance.

Cancellations Within 30 Days of Arrival

If you cancel within 30 days of your scheduled arrival date, all payments made are non-refundable.

However, in some occasions where it may be possible, we may be able to re-let the cancelled night(s), this is to be de. If we successfully secure a replacement booking, we may offer a refund for the night(s) re-let.

The replacement booking may be sold at a lower rate than your original booking due to the dynamic pricing software that we implement. Any refund offered will therefore be limited to the amount received for the replacement booking for the relevant night(s).

If you cancel within 30 days of arrival and your remaining balance is outstanding or overdue, we reserve the right to seek payment of the outstanding amount, including by charging the payment card used to pay your initial deposit.

4. Travel Insurance

We strongly recommend that all guests take out comprehensive travel insurance to cover unforeseen circumstances, including cancellation, illness, travel disruption, accidents and other unexpected events. Guests are responsible for ensuring they have adequate insurance cover for the duration of their stay. 

Please note that we are unable to accept responsibility for losses or expenses arising from circumstances beyond our control. Any costs incurred as a result of your personal circumstances remain your responsibility.

5. Cancellation by Us

We will only cancel your booking in exceptional circumstances, such as events beyond our reasonable control, or where cancellation is otherwise permitted under these terms or by law.

If we need to cancel your booking, we will notify you as soon as reasonably possible and refund all payments made to us for the affected booking.

6. Occupancy and Use of the Property

The number of people staying at the property must not exceed the maximum occupancy stated in your booking confirmation or the number agreed with us in writing. We supply towels and linen etc on this basis.

We reserve the right to terminate a booking where this condition is breached,

The property is privately owned. We ask all guests to enjoy the facilities and treat the accommodation with the same care and respect they would show their own home.

7. Check-in and Check-out

Check-in is from 4:00 pm, and guests must vacate the property by 11:00 am on the day of departure. This allows sufficient time for the accommodation to be cleaned and prepared for incoming guests.

Any alternative check-in or check-out arrangements must be agreed with us in advance.

8. Pets

Pets are only permitted at properties where they are expressly allowed. Please check the individual property listing or confirm with us before making your booking if you wish to bring a pet.

At properties where dogs are permitted, a £25 pet cleaning fee per dog applies, with a maximum of 2 dogs per booking. This fee covers the additional cleaning required following your stay.

Guests are responsible for ensuring their pets do not cause damage, excessive noise or disturbance to other guests or the property. Any damage or additional cleaning required beyond the standard pet cleaning fee may incur further reasonable charges.

Unauthorised pets at properties where they are not permitted may result in additional charges or termination of your stay.

9. Smoking

Smoking is not permitted inside any of our accommodation.

Any breach of this policy may result in additional reasonable cleaning or damage charges and, in serious cases, termination of your stay.

10. Damage, Breakages and Additional Cleaning

You are responsible for any theft, breakage or damage caused by you or any member of your party during your stay. You agree to reimburse us for reasonable losses and costs arising from such damage.

Please treat the accommodation, furnishings and facilities with care so that future guests can continue to enjoy them.

If you notice any existing damage or issues when you arrive, please inform us as soon as possible.

If any breakages or damage occur during your stay, please let us know before departure. Where possible, we would appreciate it if minor breakages could be replaced or reported to us before you leave.

The accommodation will be inspected after your departure. You may be charged for any loss, damage or additional cleaning reasonably required as a result of your stay.

We reserve the right to charge reasonable additional cleaning costs if the property is left in an unacceptable condition beyond what would normally be expected following a stay.

All keys issued must be returned at the end of your stay. If keys are lost or not returned, you may be charged the reasonable cost of replacement and any necessary associated security measures.

Please ensure that all doors are locked and windows are closed when leaving the property unattended.

11. Property Access and Maintenance

We or our authorised representatives reserve the right to enter the property when reasonably necessary to carry out essential maintenance, repairs, safety checks or inspections.

Except in an emergency or where immediate access is otherwise reasonably necessary, we will endeavour to provide reasonable notice before entering the property.

12. Facilities and Internet Access

Internet access is provided at no additional cost, subject to technical availability.

Although we will endeavour to ensure that facilities, equipment, machinery and appliances are in working order, temporary faults or interruptions may occur. We will make reasonable efforts to address issues reported to us as soon as practicable.

We cannot guarantee uninterrupted internet access or the continuous availability of every facility.

All furniture, equipment, fixtures, fittings and inventory must remain in the property in which they were located on arrival and must not be transferred to another property.

15. Adverse Weather and Travel Disruption

We cannot guarantee that guests will be able to reach the holiday property during adverse weather conditions or travel disruption.

Guests are responsible for making appropriate travel arrangements, checking relevant travel and weather advice, and obtaining suitable travel insurance.

Where adverse weather or travel disruption prevents or delays arrival, refunds, date changes or compensation will not ordinarily be offered under this policy. Any cancellation or refund will be handled in accordance with the applicable cancellation terms and any statutory rights.

13. Guest Conduct

We expect all guests to behave considerately and respect the comfort, privacy, health and safety of others.

We reserve the right to terminate a stay where the unreasonable or disruptive behaviour of guests named on the booking, or their visitors, seriously affects the enjoyment, comfort, health or safety of others.

14. Issues or Problems During Your Stay

If you experience any problems or have a complaint during your stay, please report it to us or our representatives as soon as possible so that we have a reasonable opportunity to investigate and, where appropriate, put matters right.

We ask guests to raise any concerns while they are still at the property, as this gives us the best opportunity to resolve them promptly and minimise any impact on their stay. We ask that you contact us via telephone (on our office number during office hours or our emergency out of hours number if out of office hours. This information is provided to you in our guest portal).

Failure to report a problem during your stay may affect our ability to investigate and resolve the issue. As a result, where we have not been given a reasonable opportunity to address the problem, it will affect any refund that may be relevant. Any decision regarding compensation or refunds will depend on the circumstances or issue.

15. Changes to These Terms

These terms and conditions apply to your booking as accepted and confirmed by us.

We reserve the right to update these terms for future bookings. Any changes to an existing booking will be communicated to you and will only apply where agreed or otherwise permitted by law.

 

 

These terms and conditions are governed by the laws of England and Wales.