Booking Terms & Conditions

Bookings are made and accepted only on the following conditions:

A contract between the owners of the accommodation (“the Owner”) or other agents (“Appointed Agent”) who act on behalf of the Owner and the guest (“the Guest”) will come into existence when payment is received and a booking confirmation is issued showing the confirmed holiday dates. The contract binds you & all the members of your party. It is your responsibility to ensure that all members of your party accept the terms of the contract set out in these terms & conditions of booking. Failure to disclose all relevant information or comply with these terms may lead to termination of the contract & loss of the booking.

This agreement is made on the basis that the property (“the Property”) is to be occupied by the holidaymakers for a holiday (as mentioned in the Housing Act 1988 Schedule 1 paragraph 9) and the Holidaymakers acknowledge that the tenancy granted by this agreement is not an assured tenancy and that no statutory periodic tenancy will arise when it ends.

1) Making a booking

  1. Bookings may be made by via email at hello@trekenninghouse.co.uk.
  2. The Owner or Appointed Agent who act on behalf of the Owner and the Guest may request details of all persons in your party including names and ages. If requested, this information must be provided in writing within fourteen days and prior to the first day of letting. This information may be required by the Owner or Appointed Agent for insurance purposes.
  3. A booking is complete once you have received confirmation from the Owner or Appointed Agent who act on behalf of the Owner in writing (“Booking Confirmation”).
  4. Bookings cannot be accepted from persons under eighteen years of age.
  5. Hen or stag parties are not permitted unless agreed with the Owner or its Appointed Agent prior to booking.
  6. The owner reserves the right to refuse a booking without giving any reason.
  7. We recommend that with every booking an appropriate travel insurance is taken out to include all members of the
    travelling party.

2) Deposit

  1. If a booking is made twelve weeks or more before the letting is due to start a non-refundable deposit of one-third of the letting fee is payable at the time of booking. Bookings made less than twelve weeks before your arrival date must be paid in full.
  2. If a booking is made less than twelve weeks before the letting is due to start, the full letting fee plus any additional charges, must be paid by you at the time of the booking.

3) Cautionary Deposit

  1. An £850 refundable Cautionary Deposit is required with every booking, payment is required two days before Guests stay.
    The Cautionary Deposit is non-interest bearing.
  2. In making a booking you accept responsibility for any theft, breakage or damage caused by you or any member of your party and agree to indemnify us in full for any loss that we may incur as a result.
  3. The Owner or Appointed Agent shall be entitled to deduct from the Cautionary Deposit the cost of remedying any breach of the booking terms and shall be entitled to charge any additional amount where the Cautionary Deposit does not fully cover the cost of remedy.
  4. The Cautionary Deposit will be returned within 7days of the end of your holiday, less the cost of damage/breakages. Where no breach of booking terms has occurred, you will be refunded the whole amount of the Cautionary Deposit.

4) Final Payment

  1. Payment of the balance of the letting fee plus the Cautionary Deposit plus any additional optional charges due must be paid no later than twelve weeks before the letting is due to start (“the Due Date”).
  2. Non-payment by the Due Date may be treated as a cancellation.
  3. The Owner and Appointed Agent shall not be responsible for sending reminders of the Due Date.

5) Changing Booking Dates

  1. Once a booking has been accepted and confirmed, the booking can only be changed with the written agreement of the owner or Appointed Agent.
  2. Where the Owner agrees to the change in the dates, an additional letting fee may be due.

6) Cancellations

  1. All cancellations must be notified in writing (“Cancellation Notice”).
  2. A booking can only be cancelled prior to the start of the letting.
  3. See our cancellation terms due to COVID-19. If your holiday is cancelled due to government restrictions in place due to COVID-19 you will have the option to reschedule your holiday or receive a full refund.
  4. We strongly advise that you take out comprehensive travel insurance to cover cancellations. If you choose not to, then you accept responsibility for any loss that you may incur due to your cancellation.
  5. Where a Booking has been taken with a deposit which is less than our standard Deposit (of one-third of the total letting fee), the Guest will, upon cancellation, be liable to pay the difference between the reduced deposit and our standard Deposit.
  6. The Owner or Appointed Agent reserves the right to re-let the Property where any monies due are more than 7 days in arrears whereupon any monies paid by the Guest over and above any non-refundable Deposit will be refunded. However, if the Agency is unable to re-let the holiday the Guest will remain liable for the outstanding balance of the cost of the holiday.
  7. You may cancel your booking at any time; however, You will not be entitled to reimbursement of the monies paid as a deposit. The deposit should be deemed non-refundable. As a goodwill gesture the Agency or the Owner may attempt to re-let the stay. In this instance We/the Owner may need to apply an offer or discount to sell the stay. Any monies that could be reimbursed will be at the discretion of the Owner (if they re-let the stay).
  8. In the event that a cancellation is made, Guests may be due a partial refund which is dependent on when notice of cancellation is given to us before the holiday start date. If a refund is due it will be paid within 10 working days of cancellation. The refund is calculated as follows:

Number of days before letting starts that notification is received

Cancellation Refund (as percentage of cost of lettting)
0-55 days notice No refund due
56-62 days notice 10% of the total accommodation cost
63-69 days notice 20% of the total accommodation cost
70-83 days notice 40% of the total accommodation cost
More than 84 days notice The Guest’s liability for the remainder of the balance will be waived or the balance refunded if this has been paid previously

7) Duration and Times of Letting

  1. Lettings normally commence at 4.00pm unless otherwise agreed by the Owner and Guests are required to vacate the rental by 10.00am on the day of departure. This allows the accommodation to be thoroughly cleaned and prepared for incoming guests.

8) Unavailability of property

  1. In the event of the Property becoming unavailable due to any event outside the Owners control (such as due to fire or flooding), the Owner or Appointed Agent will refund all monies paid, or a proportion in the case of curtailment.
  2. The Owner cannot, however, pay any compensation or expenses as a consequence of such an event.

9) Price Changes

  1. The Owner reserves the right to amend prices quoted in published information due to errors or omissions or changes in the VAT rate but such changes shall be notified in writing to you as soon as possible.
  2. You shall be at liberty to cancel the booking if the amended price is significantly higher than the original price quoted.

10) Guest Obligations

  1. Guests must vacate the property by 10am on the day of departure unless a late departure has been agreed with the Owner.
  2. Guests must report and pay for any losses or damages to the property, caused by you or a member of your party (reasonable wear and tear excluded, which for the avoidance of doubt means repairs that are decorative and wear out or come adrift in the course of reasonable use) which will be determined at the Owners or its Appointed Agents discretion.
  3. Guests are required to inspect the inventory left at the property and report any discrepancies, or damage and faults in the property to the Owner or its Appointed Agent within 24 hours of arrival. If no discrepancies, damage or faults are reported within this period, the property and inventory will be deemed to be correct and in full working order.
  4. Guests must treat the facilities & accommodation with due care so that other guests may continue to enjoy them. The accommodation will be inspected at the end of the holiday and you may be charged for any loss or damage.
  5. No parties or events – the maximum number of persons using the accommodation at any time must not exceed 14 unless agreed by the Owner and only those listed on the booking form can occupy the property. We reserve the right to terminate the booking without notice and without refund in case of a breach of this condition.
  6. Guests are not permitted to have visitors stay overnight, and any guests visiting must be approved by the Owner in advance.
  7. The Property has private drainage via a septic tank. Please only flush toilet paper and do not use cleaning products such as bleach which are damaging to septic tanks. Do not flush any sanitary items, nappies, wipes or similar. Please place these in the bins provided. Should non-authorised items be flushed, an additional charge will be made to cover the costs of rectifying any issues as a result.
  8. Do not move any furniture from one room to another.
  9. Please clean dirty footwear before entering the Property and remove footwear before going upstairs.
  10. Close the windows and lock the doors and windows where when you leave the property unoccupied.
  11. Switch off lights and any electrical appliances when you go out – we’re an eco-friendly holiday home.
  12. Do not take any bath towels with you to the beach.
  13. Please use the bins provided for recycling and general waste.
  14. Vaping or smoking anywhere inside the premises will result in immediate termination of occupancy and forfeiture of all payments. This must be strictly adhered to and any damage or extra cleaning caused by smoking will be at the expense of you.
  15. Pets are not allowed anywhere on the premises unless agreed in advance with the Owner. Any breach will result in immediate termination of occupancy and forfeiture of all payments. This must be strictly adhered to and any damage or extra cleaning caused by pets will be at the expense of you.
  16. Guests may in no circumstance re-let or sublet the property, even free of charge.
  17. Please note that if any keys issued are not returned at the end of your stay, then the cost of replacement keys and locks will be charged to you.
  18. Please park your vehicles in the designated parking space, ensuring cars do not block access to other properties. Parking is limited to 6 vehicles. Please do not drive on any grassed areas.
  19. Barbecue – please use the designated barbecue utensils and clean the barbecue after use.
  20. Candles are not allowed inside the house.
  21. Guests are responsible for the safety and security of their children at all times. Never leave children without adult supervision.
  22. You agree not to use a supplied travel cot for a child over the age of 24 months.
  23. Please respect the community and keep noise levels to a minimum, especially between 11.00pm and 8.00am.
  24. The Owner or their representative, including the Appointed Agency, shall be allowed access to the Property at any reasonable time during any holiday occupancy.
  25. This property is a privately owned home. We expect all guests to enjoy the facilities and treat the property with the same respect that they would with their own house.

11) Owner responsibilities

  1. The Property is cleaned and ready for the Guests by the stated arrival date and time;
  2. Suitable arrangements are made for you to access the Property. Access details will be provided via email the day before Guests arrival and following receipt of the Cautionary Deposit;
  3. They treat all Guests with respect and not act in a way which is abusive, violent, destructive, menacing, or harassing towards any Holidaymaker at their Property;
  4. They can be easily contacted (at reasonable times) or will provide you with an alternative first point of contact should you have any concerns or queries during your stay;
  5. They, and the Property, comply with all applicable laws and regulations (including health and safety regulations);
  6. Adequate liability insurance is in place in respect of the Guests’ stay; and
  7. All Guests will have exclusive access to the Property for the duration of the holiday (although all Guests will allow the Owner or any representative, access to the Property if reasonably required).

However, the Owner will not be responsible, nor liable to you (or any Guests) for any events outside the Owner’s reasonable control, such as the breakdown of domestic appliances, plumbing, wiring, temporary invasion of pests, building works at adjacent properties, damage resulting from exceptional weather conditions or other unforeseeable circumstances.

12) Check In

  1. Guests are able to access the Property from 4pm on the day of arrival unless an earlier check in time has been agreed by the Owner.
  2. Should Guests arrive at the Property ahead of their arrival time Guests will be asked to return later or wait outside while the Property and grounds are made ready for them. It is a large property so please give our teams time to prepare it for you by not arriving early.
  3. Access details will be provided via email the day before Guests arrival and following receipt of the Cautionary Deposit. Access details will include the code for the automated gate and the code for the lockbox where the key is stored;
  4. Please ensure all windows are closed and doors are locked each time you leave the Property and return the key to the lock box.
  5. Our Groundskeeper, Ross typically attends to the Property on Fridays between the approximate hours of 9.00am to 5.30pm so will be at the Property when Guests arrive and also the morning of departure if the Guests departure day is a Friday. He will be happy to help with any initial questions Guests have upon arrival.

13) Check Out

  1. Guests must vacate the property by 10am on the day of departure unless a late departure has been agreed with the Owner.
  2. Guests must strip all beds and leave the linen in the bags provided.
  3. Guests must leave all mattress and pillow protectors in place. These do not go in the laundry bags.
  4. Unless a ‘walk-out’ cleaning service has been agreed at an additional charge, guests must leave the property in a clean and tidy manner, it is acceptable to leave the dishwashers loaded and running on departure. Guests must empty recycling and general waste from the house into the wheelie bins provided outside.
  5. The Owner reserves the right to make a charge to cover additional cleaning costs if the Guest leaves the property in an unacceptable condition.
  6. Guests must ensure all windows are closed, doors are locked and lights switched off when they leave the Property and return the key to the lock box.

14) Pets

  1. A maximum of two dogs are permitted at the property (unless agreed with Owner) with prior agreement from the Owner at an additional cost of £20 per dog.
  2. If any guest has an allergy to dogs, please be aware that the Owner cannot accept responsibility for any suffering which may occur as a result of such animals having been present in the Property.
  3. It is not the responsibility of the Owner if any dogs escape from the boundary of the Property. The boundary perimeter is a mix of hedge, wire and wooden fences, walls and gates and is not secure for dogs. Two areas within the Property grounds are more suitable for dogs – the courtyard and walled garden.
  4. It is not the responsibility of the Owner if any dogs are injured in the Property or grounds.
  5. The following dog terms apply:
    1. Dogs must be under strict control at all times while in or at the Property;
    2. Any fouling must be cleared up and bagged without delay and placed into the dog foul bin provided;
    3. The dog owner must bring the dog’s bed or basket for sleeping in;
    4. Dogs must not be left alone in or at the Property or elsewhere at any time;
    5. Dogs must not climb on furniture, lie on beds or furnishings, and hair must be cleared up before departing;
    6. Dogs are not permitted upstairs in the property. Stair gates will be installed for Guests staying with dogs.
    7. Dog owners must ensure that their pets are free from parasites and fleas before they occupy the Property. Failure to do so may incur subsequent charges;
    8. You will be liable for any damage caused by your and any guests’ dogs. Any damage is to be reported to the Owner or Appointed Agency immediately. Any additional cleaning required, that may incur an additional charge, will be at the Owner’s discretion.
    9. If you break the above pet terms, the Owner (including their representative) may notify you that you have broken these terms and may cancel this Booking and ask that the guests leave the Property before the end of the holiday period without compensation.

15) Hot Tub

  1. Please respect the community and keep noise levels to a minimum when using the hot tub.
  2. Please avoid use of the hot tub between 10.00pm and 8.00am out of respect for our neighbours.
  3. Please avoid using glass or sharp objects near the hot tub.
  4. Please read the instructions on the correct removal of the hot tub cover. It is not to be lifted off and placed on the ground.
  5. Guests must shower before entering the water to rinse off creams and makeup.
  6. Children under four are not permitted to use the hot tub for safety reasons.
  7. Do not use the hot tub if you are pregnant.
  8. Do not use the hot tub under the influence of alcohol.
  9. Do not use the hot tub if you have fake tan on your skin.
  10. The hot tub must be covered at all times when not in use.
  11. Children should be kept away from the hot tub area unless there is constant adult supervision.
  12. The hot tub will be emptied, thoroughly cleaned and filled with clean water before guest arrival and as such may not be up to full temperature on the first day of arrival. Whenever possible we endeavour to service the hot tub the day before so it is up to temperature for your arrival. However if there are back to back bookings this will not be possible.
  13. Any incidents that occur such as a food or drink spillage in the hot tub should be reported immediately so a representative can clean the hot tub. This will incur an additional charge at the Owners discretion.

16) Lost Property

  1. The Owners are not responsible for the loss of any personal belongings or valuables of the guest.
  2. At the end of every stay, please ensure you check that all personal items have been packed. The Owner or their Appointed Agent will store lost property items for a maximum of one month after which they will be given to charity or disposed of.

17) General

  1. We reserve the right to terminate a holiday without compensation where the unreasonable behaviour of the persons named on the booking (or their guests) may impair the enjoyment, comfort or health of others.
  2. The owner shall not be liable for any temporary defect or malfunction of any equipment, machinery or appliance in the building, grounds or hot tub.
  3. No compensation will be given for any temporary outage of electricity, gas, water, internet connection or television service.
  4. We or our representatives reserve the right to enter the property at any time to undertake essential maintenance or for inspection purposes.
  5. Any problem or complaint which the Guest may have concerning their holiday must be immediately reported directly to the Owner or Appointed Agent and we will endeavour to put matters right. Any complaints not reported at the time and only reported after the Guest has returned from holiday will not be considered by the Owner.
  6. We reserve the right to make reasonable amendments or additions to these terms and conditions without notice.
  7. The Guest’s right to occupy the Property may be forfeited without compensation if any activity is undertaken which is illegal, or may cause unreasonable damage, noise, behaviour or disturbance.
  8. We will not share your data with third parties.

18) Literature

  1. We have compiled the information on our website and social media as accurately as possible at the time of going to press. However, facilities may be altered or withdrawn for reasons outside the Owners, in which case we cannot accept responsibility.
  2. Guests accept that minor differences between text/photographs/illustrations on the Website and social media and the actual Property may arise. If a facility is particularly important to you, please check with us prior to your booking.

19) Legal

  1. Any dispute, claim or other matter which may arise in relation to your booking will be governed by English law and you agree that any dispute will be dealt with exclusively by the courts of England and Wales.