Guest Terms & Conditions
These booking conditions describe our policies and procedures, please read them carefully when you make a reservation with us (whether by e-mail or telephone). Once a booking has been made you will be deemed to have accepted them and will be liable for the full cost of your holiday.
1. General
1.1 Padstow Escapes is a trading name of Padstow Property Management Limited, which is a family owned limited company incorporated in England. Registered number 10432292 (hereinafter referred to as “the Agent”).
1.2 These terms and conditions (“Booking Conditions”) apply to any reservation you make with us for holiday properties and the accommodation rental services which you receive from the owners of those properties under your contract with them.
1.3 We act as agents for the owners of the property (hereinafter referred to as “the Owner”)
1.4 Customers renting property through us are (hereinafter referred to as “the Guest”).
1.5 The rental arrangements are made by us on behalf of the Owner and the contractual relationship is directly between the Owner and the Guest.
1.6 The Contract for Hire is not effective until we despatch to the Guest written confirmation of the booking.
1.7 The contract is for the hire of the property for holiday purposes only.
1.8 Bookings can only be taken for Guests who are 18 years of age or over.
2. Payment
2.1. Payments may be made by debit or credit card.
2.2. Bookings will be confirmed upon receipt by us of the deposit payment of £200, plus booking fee of £30. If the booking is made within eight weeks of the holiday commencement, the full accommodation rental will be required at the time of booking.
2.3. The balance of the hire will be due for payment eight weeks before the holiday commencement date. Upon receipt of the balance payment, advice on key collection arrangements and directions to the property will be sent to the Guest. The Owner and we reserve the right to cancel a holiday where full payment has not been received less than 8 weeks before the holiday commencement date.
2.4. The deposit, booking fee and any additional charges are non-returnable.
3. Value Added Tax
3.1 Prices quoted include VAT where applicable. We reserve the right to charge the Guest any increase on either of these or any other levy imposed by the Government which affects the price of the holiday.
4. Confirmation of Booking
4.1 Once we have issued a confirmation of booking, the Guest is responsible for the total published price of the property and any extras as shown on the confirmation. Amendments to bookings, where applicable, will be subject to an administration fee of £50 + VAT. We reserve the right to adjust prices quoted on our website or on details to properties, due to errors or omission or changes in VAT.
5. Booking Cancellation
5.1. If you are forced to cancel your holiday you must inform us as soon as possible.
5.2. The holiday booking is a legally binding contract and in the event of a cancellation for any reason, the Guest will become liable for the full cost of the holiday and it is recommended that the Guest takes out independent holiday cancellation insurance when making the booking.
5.3. Any cancellation must be in writing and only upon receipt of the Guest’s written notice will the holiday be cancelled and the Owner informed.
6. Booking Fee
6.1 We charge a booking fee of £30 (as specified when booking).
7. Booking Alterations by the Guest
7.1 Any alterations to a booking by the Guest will be subject to an administration charge of £50 + VAT. Any transfer of booking to another property will be treated as a cancellation of the original reservation. Any change in holiday dates will be subject to the agreement of the Owner and us.
8. Booking Alterations by the Agent
8.1 If for reasons beyond our control we have to cancel or alter arrangements made for the Guest we will make every effort to offer an alternative property of up to equal value to the property originally hired, if appropriate. If the Guest does not accept the alternative property offered, we will return to the Guest any monies paid and our liability will cease.
9. Amenities
9.1 The use of accommodation and amenities, where offered, such as swimming pools, hot tubs, beach huts etc, are entirely at the users’ risk and no responsibility can be accepted for injury, or loss or damage to users’ or visitors’ belongings, however we do not seek to exclude or limit liability for the negligence of our servants or agents.
10. Party Numbers
10.1. In no circumstances may more than the maximum number of persons as stated on the website and/or the property information occupy a property.
10.2. We reserve the right to refuse admittances if this condition is not observed.
10.3. Only those listed on the booking may occupy the premises.
10.4. The person who completes the booking, i.e. the lead name , certifies that he or she is authorised to agree to the Booking Conditions on behalf of all members of the party, including any changes.
10.5. The lead name must be over 18 years and a member of the party occupying the property.
10.6. The lead name agrees to accept responsibility for all members of the party.
10.7. We reserve the right to refuse or revoke any bookings from parties that may in our opinion and at our sole discretion be unsuitable for the property concerned.
11. Your Responsibilities
11.1. For the period of the Guest’s booking, the Guest will be responsible for the property and will be expected to take reasonable care of it.
11.2. If the property is not left clean and tidy, any additional cleaning costs will be charged to the Guest.
11.3. The property detail aim to give accurate descriptions of the properties. Should there be any specific health or mobility difficulties which may affect a party member, this information must be given at the initial reservation stage so that we can establish the suitability of the property.
11.4. The property and all equipment and utensils must be left clean and tidy at the end of the hire period.
11.5. At no time should any pet be left alone unsupervised in the property.
11.6. Occupancy of the property will commence from the detailed check in time, on the day of arrival to 10:00 am on the day of departure unless special arrangements have been made prior to arrival.
11.7. Lost property will be held for 30 days, after which time it will be disposed of. Please note that if lost property is claimed and you require the item/s to be returned to you, this will be at an additional charge.
12. Damage
12.1. All damages and breakages are the Guest’s responsibility and should be notified to us before the end of the Guest’s holiday.
12.2. The cost of damage or breakages shall be payable on demand.
12.3. Where extra cleaning is required or there has been breakage or damage beyond what is reasonable, we reserve the right to charge the Guest for any additional costs incurred as a consequence and may, at our discretion, refuse further bookings.
12.4. Should the Guest find on arrival any damaged or non-working items, the Guest must report this to us immediately so that matters can be rectified.
12.5. We have the right to enter the property (without prior notice if this is not practical or possible) if special circumstances or emergencies arise in order to carry out repairs.
12.6. The damage / security deposit of £150 is required to be pre-authorised by an online ‘swipe’ within your guest account seven days prior to your arrival date so that we may hold this information as security against any (unlikely) damage in the holiday home. In the unlikely event we need to charge you for damages then this will be discussed with you and documented in writing. Pending no damages are reported, the pre-authorisation will automatically drop from the system.
12.7. We reserve the right to request payment of a damage / security deposit should it be deemed necessary by the Owner.
12.8. We reserve the right to repossess the holiday home at anytime where the Guest or a member of the Guest’s party has caused damage or caused a nuisance or annoyance to neighbouring properties.
12.9 Neither we or the Owner shall be liable to make a refund of any remaining portion of the hire terms paid.
13. Pets
13.1 There will be a separate charge of £35 per dog, per week where applicable. There may be specific requirements depending upon the property and you should refer to the additional property information in this regard.
13.2 If you have any other queries regarding pets at the property, please contact us prior to placing your booking.
14. Services
14.1. The Guest must pay for all telephone charges during occupation unless supply is included in the tariff.
14.2. If the property has WiFi, passwords for accessing the service are located in the digital information folder. We cannot guarantee the speed of the internet or be held responsible for any issues with the services but if the Guest has a problem please contact us and we will try to assist with the problem.
14.3. The Guest agrees to comply with all current legislation pertaining to and regarding the use of electronic data in using the internet provided by the Owner. Neither we or the Owner can accept liability for loss or damage to the Guest’s data, or accept responsibility or liability for the Guest’s inappropriate or illegal use of the internet.
15. Information
15.1. We take care to ensure the accuracy of the property descriptions.
15.2. All information on our website and property descriptions are given in good faith and are believed to be correct at the time but we cannot be held responsible for changes beyond our control.
15.3. The description of a property shows what amenities it has but generally does not state what is not in the property.
15.4. We cannot accept liability for events beyond our control, such as breakdown of domestic appliances, plumbing, wiring, temporary invasion of pests, damage resulting from exceptional weather conditions or the Owner’s negligence resulting in loss, injury or accident.
15.5. Neither we or the Owner can be held to account or be responsible for any holiday fairs, fetes, events or festivals occurring during the letting season or any noise or building works within the vicinity of the property.
16. Legal
16.1. In the event of a dispute between the parties the agreement shall be governed by the jurisdiction of the English courts only and any actions shall be heard in the court for the area in which the property is located unless otherwise agreed between the parties.
16.2. It is here by agreed and declared that all reasonable endeavours will be used to resolve the dispute arising between the Guest, the Owner or us without immediate recourse to litigation.
16.3. If not mutually resolved , it is further agreed that all reasonable endeavours will be used to resolve the dispute by a formally recognised alternative dispute resolution process, i.e. mediation, arbitration or expert determination.
16.4. In default of such agreement, the process and appointment of an independent professional will be determined by the President for the time being of the Law Society or the Chartered Institute of Arbitrators, in either case, all parties will contribute equally to the expense of such process, and in default these expenses shall be capable of being recovered in any subsequent arbitration.
17. Complaints
17.1 If the Guest is dissatisfied with the service received they should notify us immediately so that an investigation can be carried out and any necessary action taken. In no circumstances can compensation be claimed for any complaints that are made after the hire has ended or where the Guest has denied us the opportunity to put matters right during the Guest’s stay.