Important information about coronavirus


Important Information About Your Booking

We hope you enjoy your stay with Holiday at Home. Before booking, kindly read the following Terms and Conditions so you are aware of the booking terms you are entering into. Should you have any questions regarding these Terms, please get in touch

  1. Contract

Holiday at Home arranges short-term holiday rentals. The ‘Contract’ for the letting of the property is between Holiday at Home and the ’Client’ (otherwise known as the Guest). The Contract will be entered into and becomes legally binding when Holiday at Home issues the confirmation form and the Contract is at all times subject to the Booking Conditions. The Client should check the confirmation form carefully and notify Holiday at Home immediately in case of any discrepancy or mistake.

  1. Payment

A deposit of one third of the rental fee is payable immediately upon making the booking, if the booking is made more than 8 weeks before the start of the rental. The balance shall be payable 8 weeks before the commencement of the rental. The booking will not be confirmed until the deposit is received. Non-payment of the balance of the rent on or before the due date shall be construed as a cancellation of the contract by the Client. For bookings made less than 8 weeks before the commencement of the rental the total fee is payable. For bookings made less than 3 weeks before the commencement of the rental, no cheques can be accepted, and payment should be made in cleared funds i.e. cash, credit or debit card. All payments shall be made to Holiday at Home at the address on the Booking Form.

  1. Cautionary Damage Security Deposit 

It is required that the details of a debit or credit card will need to be held securely during your stay. This is in respect of us needing to charge for any substantial damage, loss of contents to the property or any additional costs incurred during your stay. This does not include normal wear and tear and minor incidentals. 

The pre-arrival email requests the Client to contact us by telephone during the week before you arrive so this process can be completed prior to you checking in. No money will be debited or credited from the card at this time and we would always contact you initially should we need to charge any monies, for any reason. The card details used can belong to any of the party staying at the property.

  1. Cancellation/Refund Policy (see also 5. Cancellation Insurance)

Any cancellation made by the Client for whatever reason shall be in writing and addressed to Holiday at Home at the address on the Booking Form. On receipt of notice of cancellation, attempts will be made to re-let the property by Holiday at Home for the period of the booking. If re-letting the property is successful for the whole period all the monies paid, less an administrative charge of £25 (including VAT) per booking, will be refunded. If re-letting the property for part of the period booked is successful, an amount equal to the money paid by the Client less the rental for the period which is not re-let, and the £25 administrative charge will be refunded. If it has not been possible to re-let the property at all then all monies paid by the Client shall be forfeit to Holiday at Home. It is strongly recommended that Cancellation Insurance is purchased at the time of booking, further details relating to this are set out in paragraph below.

  1. Cancellation Insurance

No refunds will be given on the cancellation of a booking by the client, except in the event of the property being resold as laid out in Paragraph 4. Cancellation/Refund Policy. We strongly recommend you take out your own holiday insurance.

We suggest you contact ‘Guest First’ to see if they can provide suitable cover. Guest First Website or telephone 0345 90 80 101, quoting HAH5 for our best rates.

  1. Change of Date

Holiday at Home may consider a request from a Client to change the dates of the booking after the confirmation has been issued. Agreement will be given subject to the following conditions being met: the property is available for the period requested, a deposit is made to secure this booking, and the difference in the total sums due for the new rental dates is paid. A refund for the original booking will only be made once the original date that was booked has resold. The Client will be required to pay an administration fee of £25.

  1. VAT

VAT is included in the rental fee, administration fee, and all other fees quoted at the rate applicable on the date of payment.

  1. Period of Hire

Rentals commence at 4pm on the day of arrival and terminate at 10am on the day of departure. Guests may be permitted to extend their stay to arrive earlier or depart later, subject to availability and only by prior agreement and authorisation at an additional cost of £40.

  1. Use of Property

The number of persons occupying a property must not exceed the numbers stated in the booking agreement. The property shall be used for personal and domestic purposes only. The property shall not be used for any commercial purposes without the prior consent of Holiday at Home, for example in the case of corporate meetings and events, see Paragraph 20.

Babies in travel cots or children under the age of ten on ‘Z-Beds’ provided by Holiday at Home, and/or any combination, up to a maximum of three, of either are permitted in certain properties. There is an additional charge for ‘Z’ beds. Holiday at Home reserves the right to refuse entry to the entire party if this condition is not observed, and generally in the case of any breach of these Booking Conditions by the Client where Holiday at Home consider such exclusion is reasonable.

  1. Eligibility

Holiday at Home reserves the right to refuse any bookings without prejudice including, but not limited to, groups of people under the age of 21, hen or stag parties, and groups whose numbers exceed ten in total.

  1. Complaints

Should there be any cause for complaint during the occupation of the property it must be notified promptly and in case of serious problems confirmed in writing.

  1. Breakages or Damages

The Client is legally bound to reimburse Holiday at Home for replacement, repair or extra cleaning costs incurred as a direct result of the Client’s use of the Property on demand.

  1. Care of the Property

13.1 The Client shall take all reasonable and proper care of the property and its furniture, pictures, fittings and effects in or on the property and leave them in the same state of repair and condition and in the same clean and tidy condition at the end of the rental period as at the beginning. The Client shall abide by all instructions with regard to the use of the property and its fixtures and fittings as notified by Holiday at Home.

13.2 The Client shall take care not to leave personal possessions in property on departure. Holiday at Home will make every effort to return high value items provided that the client notifies Holiday at Home within 24 hours of departure. Holiday at Home accepts no responsibility for personal possessions left in the property following departure. Where lost property is returned to a Client, a postage fee will apply.

  1. Pets

For more information please read our Dog Terms and Conditions. An extra charge of £10 per dog per night is applicable.
A maximum of two dogs are welcome in some of our properties, and other properties are kept dog free. No pets other than dogs are permitted. Certain breeds of dogs are restricted from some of our properties. Dogs are always to be properly controlled and supervised and must not be left unattended at the property. Dogs are not permitted in any of the bedrooms or on any of the furniture.
Registered guide and hearing dogs belonging to those with visual and hearing impairments are allowed in all properties without charge.
Guests with allergies should be aware that we cannot guarantee that there have been no dogs previously kept at the property, nor can we accept any liability for any suffering which may occur as a result of such pets having been present.

  1. Right of Entry

Holiday at Home shall be allowed the right of entry to the property at all reasonable times for the purposes of inspection or to carry out any necessary repairs or maintenance. Under normal circumstances we will always ask the guests permission to enter.

  1. Communicating with the Client

For the purposes of the Data Protection Act 1998, Holiday at Home is the sole data controller of all personal data provided to Holiday at Home by Clients and prospective Clients. In order to process a booking Holiday at Home needs to collect certain personal data details from the Client, for example names and addresses of party members, credit/debit card or other payment details, special requirements, such as those relating to a disability or medical condition which may affect any party member’s holiday arrangements. If Holiday at Home needs any other personal details the Client will be told before they are obtained. Holiday at Home at times needs to pass these details on to other parties so that the holiday rental can be provided, for example the credit/debit card company, bank or insurance company. Holiday at Home also needs to process and store Clients’ personal details for its own administration, market analyses and operational reviews.
Holiday at Home would also like to store and use personal details for future marketing purposes (for example sending brochures or details of promotions which Holiday at Home feels may be of interest). All details given to Holiday at Home at any time will be kept, but only names, contact details and the booking preferences will be used for marketing purposes unless the Client chooses to opt out of this. Holiday at Home will respect the privacy of personal data and will comply with all relevant and current data protection legislation. Without written consent Holiday at Home will not make its mailing list or Clients’ personal data available for marketing purposes unless required to do so by a Court of Law. Competent jurisdiction will not disclose personal data to anyone. Holiday at Home can however supply promotional offers on behalf of third parties only where the Client has opted in and the offering is deemed relevant to the Client.

  1. Exclusive Offers

Holiday at Home may from time to time offer discounted rates where there is last minute availability. These offers apply to new bookings only for the dates specified on the offer and cannot be used in conjunction with any other discount. Any disputes are at the discretion of Holiday at Home.

  1. Liability

18.1 The following provisions set out the entire liability of Holiday at Home (including any liability for the acts or omissions of its employees, agents and subcontractors) to the Client in respect of: (1) any breach of these Booking Conditions; and (2) any representation, statement or tortuous act or omission including negligence arising under or in connection with the Contract.
18.2 All warranties, conditions and other terms implied by statute or common law are, to the fullest extent permitted by law, excluded from the Contract. Nothing in the Contract excludes or limits the liability of Holiday at Home for death or personal injury caused by negligence or fraudulent misrepresentation.
18.3 Subject to the total of clause 18: (1) Holiday at Home total liability in contract, tort (including negligence or breach of statutory duty), misrepresentation or otherwise, arising in connection with the performance of the Contract shall be limited to a sum equal to three times the rental fee; and (2) Holiday at Home shall not be liable to the Client for any type of indirect or consequential loss or damage, costs, expenses or other claims for consequential compensation whatsoever (however so caused) which arise out of or in connection with the Contract. Save for any rights under these Conditions and the Contract which may be exercised by Holiday at Home, no term of the Contract is enforceable under the Contracts (Rights of Third Parties) Act 1999 by a person who is not a party to the Contract. Without prejudice to the foregoing, if the property which the Client has booked becomes unavailable or unusable for some reason prior to the date of booking, then Holiday at Home obligation will be to (1) use their best endeavour to find a suitable alternative property, or failing which (2) to reimburse the Client for any monies paid. Notwithstanding any other provision of this Contract, neither Holiday at Home nor the Owner shall jointly or individually be deemed to be in breach of this Contract or otherwise be liable to the Client, for any delay in performance or the non-performance of any of their respective obligations under this Contract, to the extent that the delay or non-performance is due to any act or circumstance beyond their reasonable control, and the time for performance of that obligation shall be extended accordingly. Force Majeure, of the nature of which this clause is intended to cover, includes without limitation fire, flood, exceptional weather conditions, epidemics, destruction and damage of the Property by any cause other than negligence of the Owner or Holiday at Home, and all similar situations. No compensation, costs, expenses or other sums of any description (including without limitation the cost of securing an alternative property/accommodation) will be payable in such circumstances by either the Owner or Holiday at Home to the Client.

  1. Warranties

Holiday at Home does not warrant and is not responsible for the accuracy of any verbal information given or statements made by its employees, agents or the owners of the properties.

  1. Corporate Retreats, Meetings & Events

Where the Client is booking on behalf of a business or corporate entity the terms of the Contract may differ to in the case of a private rental; any changes to Holiday at Home’s Terms will be agreed within the booking confirmation. This may include, but is not limited to, alterations to the Period of Hire, payment terms, and pre-payment for additional services, for example for team building activities, catering and equipment hire. Where the Client constitutes a company or organised event, proof of relevant insurance including for public liability may be requested.
A Client’s booking is not deemed as confirmed until written confirmation has been received from a representative of Holiday at Home. All prices include VAT, unless specifically stated otherwise.
Catering and corporate dining must be confirmed minimum 5 working days before the scheduled meeting. Any cancellation or reduction in numbers after this time will be subject to a cancellation charge. Minimum numbers may apply with certain catering types, and this will be made clear at the time of booking.
Where the Client uses a Third Party or Agency to book, Holiday at Home is excluded from all liability for any and all inaccuracies or omissions made by the Third Party, in both the verbal and written communication relating to the making of a booking or the information listed within external websites.
The primary use for Holiday at Home’s properties is for private rental purposes and are not primarily and meeting and events venue. Where the Use of Property relates to the latter, Holiday at Home will endeavour to provide the highest quality service within its means for all of its five-star standard properties.


Changes to Our Terms and Conditions

Holiday at Home may revise these terms of use at any time. It is the responsibility of the Client to take notice of changes made as some of the provisions contained in these Terms may supersede provisions or notices published elsewhere by Holiday at Home.

Reviewed January 2020

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