Terms and Conditions
New Bookings Booked After 15th May 2020
Sub amendment 10/09/2020: From 14th September 2020 the law has changed, you must not meet with people from other households socially in groups of more than 6. This will apply indoors and outdoors. This rule will not apply to individual households or support bubbles of more than 6 who will still be able to gather together. Please ensure these rules are adhered to at all times.
Any NEW bookings must comply with the current law of six including any advanced bookings, in the event the legislation does not change by the time of your arrival your booking will be non-refundable and/or your party size will need to be adjusted to that at the time the booking was originally made. In the event the legislation changes before your arrival, your party size can be increased accordingly. in the event the legislation is reduced from 6 your deposit and balance is refundable.
Proof of residency maybe requested, Booking fee applies to cancellations exceeding the occupancy rule.
These Booking Terms and Conditions form the basis of your Agreement. You are deemed to have read, understood and agreed these Terms and Conditions at the time you make a booking Request with us. On receipt of a booking confirmation receipt you enter into a binding contract with the owner of the holiday property. Your Statutory Rights are not however affected.
1.1) Croyde Holidays provide marketing material and facilitates the booking on behalf of the owner. The owner is responsible for keeping the holiday cottage in the condition described in the Croyde Holidays marketing material.
1.2) The hire of the property for holiday purposes only. We do not accept bookings from Hirers less than 18* years of age (Certain properties the Hirer is required to be 21 years of age - Please contact us prior to placing a booking)
1.3) The main party hirers name is authorised to agree to the
Booking Conditions set out on behalf of all persons on the booking,
to include amendments. They must;
(a) Be over 18 years of age
(b) A member of the party occupying the property for the full term
(c) Agree to take responsibility for the occupying party.
It is the lead party members responsibility to ensure all details are correct on the booking form and not that of the agents. (Please see the lead guest obligations letting agreement below)
1.4) It is strongly advised to arrange a Travel Insurance/holiday insurance and/or cancellation protection in order that all persons are covered under a Policy in respect of death of a party member listed in the booking, accidental damage, serious illness or accident and summons for jury duty.
1.5) Croyde Holidays charges a non-refundable booking fee of £40 for the first booking in any calendar year, payable at the time of booking. Additional bookings with the same lead party name details where the cottage hire period starts in the same calendar year (1st January to 31st December) will not attract a booking fee.
Flexi-Book Policy NEW bookings with an arrival between July 2020 and December 2020
Your booking will automatically be opted in to our flexi-book policy, whereby in the event we are unable to provide you with accommodation the deposit and balance will be refunded to you. Our non refundable booking fee is non refundable for services already rendered.
2) Cancellation or Amendment of booking by you;
2.1) If you are forced to cancel your holiday booked directly with us you must inform Croyde Holidays immediately in writing, you must ensure you take appropriate cancellation cover and holiday insurance cover to avoid any loss of payment.
Any Notice of Cancellation must be done in writing. In those circumstances:
(a) You are able to cancel your Booking within 24 Hours of receiving the Booking Confirmation. We will refund any money you have paid us, minus the non-refundable booking fee of £40.
(b) Should you serve Notice of Cancellation more than 10 weeks before your Arrival Date, we will refund the Initial Deposit minus the Booking fee, any service fees and cancellation fee of £100.
(c) Should you serve Notice of Cancellation LESS than 10 weeks before your Arrival date but before 6 weeks, we will retain the monies you have already paid and will use our best endeavours to re let the Holiday Property and if successful, we will refund the Holiday Letting Fee less any reasonable financial loss incurred (including a £150 cancellation fee, any service fees and booking fee) as a result of that cancellation and re letting.
d) Should you service Notice of Cancellation LESS than 6
weeks before your arrival date, then you will become
liable to pay (if not already paid) or forfeit (if already paid)
the Initial Non Refundable Deposit, The Holiday Letting Balance and
the Booking Fee.
In the event of such cancellation, we will use our best endeavors to re let the Holiday Property and if successful, we will refund the Holiday Letting Fee less any reasonable financial loss incurred (including a £200 cancellation fee, any service fees and booking fee) as a result of that cancellation and re letting.
(d) Third party provider bookings are not covered by our cancellation policy.
2.2) In the event of needing to amend your Booking we will use our best endeavors to accommodate your wishes but provide no guarantee that we will be able to do so.
(a) Once the Initial Booking Deposit and Booking fee has been received, we cannot accept a change of holiday cottage.
(b) Occasionally where the owner is in agreement, we may accept a change of Holiday Dates an administration fee of £40.00 will apply, any new dates are subject to settlement in full at the time of transfer, any changes to the rental rate will be applied.
(c) Sunday arrival and/or departure day may be accepted and whereby possible may attract an additional fee.
(d) If you wish to cancel any 'extras' after the balance has been made and a refund is due to you an administration fee of £25 will apply.
2.3) Extra alteration amendments after the balance has been paid
will be subject to a £10 administration charge and
require payment within 24hours.
(a) Alterations 7 days prior to Arrival Date will incur an administration charge of £12
(b) Alterations 1-4 days prior to Arrival Date will incur a £15 administration charge.
(c) Alterations while at the Holiday Property will incur a £20 administration charge.
Please check details are correct at the time of booking to include additional extras.
3) Cancellation or Amendment of Booking by us;
3.1 We reserve the right to refuse to accept bookings at our discretion where we believe that the property will not be suitable for you or where we have reasonable grounds to believe that accepting your booking be likely to risk the goodwill of the owner, other holidaymakers or neighbours of the property in question - In these circumstances payment will be returned to you within 7 working days.
3.2 We reserve the right to cancel the Holiday Letting if any money you are contractually liable to pay is not paid on the date such payment falls due. In these circumstances, we will serve Notice of Cancellation and any monies paid by you will be non-refundable.
3.3 Whilst we would not otherwise expect to have to make any changes to your booking, or cancel your booking, we reserve the right to do so (Such as fire, flooding or sale) In the event of cancellation of your booking or amendment, we will endeavour to offer you an alternative property but if that is not possible, we will refund any money paid you within 7 working days. We cannot, however pay any compensation or expense as a consequence of such an unexpected event.
3.4 Force Majeure - Croyde Holidays, The Agents and The Owner accept no liability for any accident, damage, disappointment, loss, injury, expense or inconvenience whether to the person or property. In addition to events which could not have been reasonably foreseen or avoided, including war and threat of, riot, industrial action, terrorist activity, natural or nuclear disaster, fire, adverse weather conditions, closure of borders,Covid19, Pandemic, epidemic, disease, non-availability of transport services, interruption to services// removal of services by changes to legislation / utilities and all similar events outside our control or that of the Property Owner.
4.1) You may only bring pet(s) to the Holiday Property that are advertised "pet friendly" and this must paid for and mentioned on the Booking Confirmation. A failure to follow the rules can be considered a breach of the Agreement between the parties, and we will be entitled to require you to vacate the property immediately without compensation.
4.2) Where pets are allowed, we cannot accept responsibility for their safety, and are accepted on the understanding that they are kept under control and with conditions;
(a) You must clear up and remove all trace both interior and exterior of your dog(s) having been present before leaving the property. (The owner/agent reserves the right to charge for incurred costs for special services to remove/disinfect (a minimum removal charge of £10 per 'mess' left in the gardens)
(b) It is a condition that pets are not allowed on furniture, in bedrooms, children's play areas or swimming pools.
(c) Pets must not be left unsupervised or disturb neighbouring properties (Eg: barking all night).
(d) On arrival please inspect the premises to ensure your pet is safe. (Some descriptions indicate an enclosed garden, please note; This does not necessarily mean it is totally escape-proof)
(e) Dogs vaccinations and flea prevention measures should be adopted to protect against any bacteria/diseases.
4.1) We cannot accept responsibility for errors contained on our leaflets/website, or of any miss-description. In any event, you acknowledge that minor differences may arise between the photographs, illustrations, tariff and descriptions of a particular property as described on the leaflet/website and the actual property.
4.2) If your arrival at the Holiday Property is, or is likely to be delayed you must contact your property manager whose details are given on your property details. If you fail to do so and do not arrive to the cottage by 4pm the day after your holiday scheduled arrival day we may treat the booking as having been cancelled by you, in this instance all monies are non-refundable and entry may not be granted.
5) Complaints;5.1) It is essential that any complaint must be formally notified in writing to the Agents immediately so that we can investigate the circumstances in full, discussions with us whilst you are in residence will usually enable issues to be rectified straightaway. (a) It is often extremely difficult (and sometimes impossible) to resolve difficulties properly unless we are promptly notified. (b) Complaints of a transient nature (for example, preparation or heating of the Property) cannot be compensated. (c) Cleaning complaints must be raised within 48 hours of arrival to allow time to effectively address and investigate. (d) In no circumstances can compensation of any nature be made for any complaint after the hire period has ended, whereby the Croyde Holidays office were not notified and additionally where the Hirer has denied the Agents, Owners, Engineers and Property Managers the opportunity or access to try to put matters right during the Hirers stay.
6) Description and Breakdowns;
6.1) We check the properties once a year to ensure that the property is in order as per the descriptions and the photographs. We work on behalf of the owner to advertise the individual properties and do not oversee any cleaning / maintenance that takes place.
6.2) Breakdown/failure of large electrical appliances, unfortunately these happen without warning and can take up to a week to be repaired or replaced. These include; Boilers, Fridges, Freezers, Ovens, Dishwashers, Washing machines, Tumble driers, Internet services.
In this event you will be refunded a maximum of £15 per product
per full day booked (24hrs) from the point the issue has been
reported without the use of these products or alternative holiday
cottage options will be offered.
(a) Hot Tub breakdowns/unavailability are calculated on a pro rata basis / Swimming pools will be compensated at 10% of the base rental cost regardless of time restriction .
(b) Boiler breakdowns effective from 1st Nov to 1st March will be compensated 10% of the base rental cost per 24hour period.
7) Cleaning and maintenance;
7.1) The owners contract a cleaning / maintenance team to maintain their property throughout the season, properties are spring-cleaned twice a year and general changeover clean takes place after every booking. A maximum financial offer of £30 for 'extra /or deep' cleaning issues raised within 48 hours of arrival and only where there is clear evidence provided and a cleaning team is unable to return to the property to rectify any issues raised.
7.2) We cannot guarantee properties are free from any infection, disease or virus. All of our property managers are provided with Government standard cleaning protocols to minimise these risks and continue to take safeguarding steps to manage and minimise. We nor Owners or Property managers will be held liable in the event a guest contracts an infection, disease or virus while occupying a property.
8) Lost Property;
8.1) We cannot accept responsibility for any items left behind in your accommodation after your holiday. All enquiries must be directed to the relevant property manager. They are sometimes able to retrieve these during changeover time, however will not disturb visitors for retrieval of goods. It is at your property managers discretion as to whether they will charge you for returning your possessions, These costs can include posting, time expenses, packaging costs etc...please ensure you check the property thoroughly before departure to avoid any lost property. Lost property not claimed within 14 days of departure will be disposed of.
9) Other Amenities;
9.1) The use of accommodation and amenities, where offered, such as swimming pools, trampolines, surf boards, hot tubs, children's play equipment, gym facilities, sauna's, travel cots, high chairs etc, is entirely at the users´ risk, and no responsibility can be accepted for injury, or loss or damage to users´ or visitors´ belongings. We respectfully ask that the use of hot tubs are not used after 10.30pm.
9.2) Surfboards and wetsuits are not permitted inside any of the properties unless specifically stated or special permission has been granted by the owner. Some cottages provide surfboard storage please ask if this is something you require.
9.3) Where BBQs, log burners, fireplaces or fire pits are present at the property it is the responsibility of the main party holder to ensure the safety of all group members (including dogs) and the property are adhered to. Fire guards where provided should be used. Any fires should be fully extinguished prior to leaving the room - Logs and coal are not provided unless stated in the arrival information.
9.4) Use of the hot tubs and swimming pools are entirely at own risk. Neither us, the owner of the property, hot tub company/cleaners accept any responsibility for any illness, injury, reaction or condition resulting from the use of the hot tub or swimming pool. You and all guests are responsible for your own safety when using these facilities. Children under the age of 16 and non-swimmers must be supervised by a responsible adult at all times. If you have any pre/existing medical condition or any concerns, you must consult a GP before use. Any call out due to user error, including mode change will be chargeable to the user. You must shower before and after every use to ensure the hot tub water remains safe for the duration of your stay, in the event the water is contaminated it may be deemed unsafe for use, a changeover refill charge is £75 if required.
The hot tubs are emptied, sanitised and refilled during every changeover period taking up to 12-14 hours to heat to a safe to use temperature on arrival, they are treated with chemicals, if you are allergic or sensitive to chlorine or any sanitising product you should not use these facilities.
9.5) EV Car Charging is not permitted unless a designated EV charging port is provided at the property. No charging cables are permitted to 3 pin sockets in the property as this affects the properties insurance and is a serious breach of Health and Safety. Please contact us to discuss your EV car charging options.
9.6) Wifi where offered is complimentary, slow speed and occasional outages may be experienced that are beyond the properties control. No refunds or compensation shall be given for any downtime.
10) Damages - Security Deposit
10.1 You are responsible for any damage that occurs during your holiday and all damage needs to be reported before your departure. As a result of damage and/or cleanliness, Croyde Holidays and the owner reserves the right to refuse future bookings.
10.2 The cost of any damage/replacements/additional cleaning/additional maintenance/missing equipment, will be charged from your pre-authorised security deposit card that we hold on file for you and will be subject to a £10 administration fee.
11) Definition Descriptions
Properties defined within the descriptions as;
Mobility Friendly - The property has ground floor bedroom and bathroom facilities
Disabled Friendly - The property is adapted to be suitable for wheelchairs
Elderly Friendly - The property does not have steep or awkward steps
Child, Toddler or Baby Friendly- The property allows children or toddlers and will supply a high chair and/or travel cot.
Dog Friendly - Dog(s) are welcome to stay at the property.
Netflix Enabled- The property is equipped to provide Netflix subject to guests own Netflix subscription.
Your obligations under the Letting Agreement;
The lead guest agrees to take full responsibility for all the members of the party:
- To keep and leave the Property and the furnishings, kitchen equipment, crockery, glasses, bedding clean and in good condition.
- Not to cause damage to the Property, nor to do anything that may be reasonably considered to cause a nuisance or annoyance to any other occupier of adjoining or neighbouring properties.
- When leaving the property unattended all windows and doors should be closed and locked for safety.
- To not erect; tents, marquees, bouncy castles, paddling pools, jacuzzi lazy spas etc... without the owners permission.
- To take necessary steps to safeguard your personal property and to consider appropriate holiday insurance cover, No liability is accepted in respect of damage to or loss of such property.
- To allow us or any of our representatives or contractors access at a reasonable time to the cottage during your stay for the purpose of essential repairs.
- Not to sub-let or re-let the property/holiday, or allow more people to stay in the Holiday Property or on the grounds than authorised between the hours of 10.30pm and 7am including changing the makeup of the party without prior consent. Nor can you take your pet into the Holiday Property or host a party unless it has been arranged in advance with the owner and is shown on your confirmation.
- Not to allow any smoking or any illegal activity to be undertaken at the holiday property.
- Black mail, threats, demands or derogatory behaviour towards members of staff will not be tolerated and considered a breach of contract with immediate termination and eviction.
- Cottages where towels are provided will be clearly listed on your arrival confirmation - If towels are provided at the cottage you have booked please ensure that they are not removed from the property and not taken to the beach.
- Dispose of any helium/gas canisters to the local recycling centre - a charge for removal will be applied if left at the property.
We will treat any of these circumstances as a material breach of the Holiday Booking entitling to us cancel with immediate effect and require you to vacate.