Terms & Conditions

Terms & Conditions:
1. We, Cottages of Northumberland Ltd ("the Agent") acts as booking agent on behalf of owners of privately owned holiday accommodation ("the Owner"). The booking arrangements are made by the Agent on behalf of the Owner and the contractual relationship in connection with the booking will be between You ("the Guest”) and the Property Owner. The Agent is not and will at no time be party to that contract.
 
All bookings are accepted on the following terms:
2. No contract exists until full payment or a deposit of 33% of the rent (minimum of £130) is received, and our confirmation of the booking has been dispatched. The Guest becomes liable for the balance of the rent (where applicable) and this must be paid no later than six weeks before the commencement of the holiday. A non-refundable booking fee of £30 inclusive of VAT @ 20% (VAT number 9946791) is added at the booking stage. If you pay by credit card, a surcharge of 2% (which is less than the Barclaycard Merchant Services' costs to us) will be added to the cost of your holiday by the bank. There is no charge for payment by Debit cards.
 
2.1 As mentioned above, a non-refundable Booking Fee of £30, including VAT is added at the booking stage. This is what is included in the Booking Fee:
  • We offer a 24/7 online booking service and we are available to talk to you 7-days a week.
  • We guarantee your payments are safe and secure online with our fully (PCI) compliant booking system.
  • We are an independent agent so, you get unbiased advice to help you choose the right property for you.
  • We have a local team available to you before, during and after your stay.
  • We help you plan your holiday, with ideas about what to do during your stay.
  • We save you money by providing over £200’s worth of ‘Exclusive Offers’ and discounts to use during your stay at a wide range of local attractions, activities and places to eat.
  • We constantly handpick new properties to add to our collection so, you always have a great selection to choose from.
  • We liaise with our property owners on your behalf for those occasions when you need a little flexibility or have any special requests.
  • We offer holidays with a personal touch!
3. Cancellation - Please be aware that once your booking has been confirmed, you are liable for the full amount of this holiday should you need to cancel for whatever reason. We therefore, strongly recommend that you have some form of cancellation insurance. If you have to cancel a holiday for which you have contracted, (a confirmed booking) we, the Agent will do what we can to re-let the property and if we are successful, we will refund any payment made by you, less a £50 (plus VAT) administration fee and the £30 (including VAT) booking fee. If we, the Agent are unable to re-let the booking, the booking is forfeit, and the Guest is legally liable to pay the balance of the full rent due on the due date. If the property is re-let at a discounted price then the difference in the reduced cost, due to cancellation, must be taken into account before the refund is made. Please note: credit card charges are not refundable.
 
4. If it proves necessary for us to make a change in your holiday booking for any reason, including the unexpected withdrawal of the property by the owner, by overbooking or any other reason, we will endeavour to make an alternative booking for you or, failing this, we will refund to you any monies paid by you. Nevertheless, we shall be under no further obligation or liability in this respect.
 
5. Should you make any alterations to the booking made by you in respect to changes to dates or property, this will incur an administration charge of £30 plus VAT.
 
6. Website accuracy. To the best of our knowledge the details provided by the Property Owners relating for their Property/ies described on the website/s are correct at the time of inputting. Property descriptions and prices may be subject to change. If any material inaccuracies or price changes in any published description of the Property are brought to our attention, we shall endeavour to correct them in future publications and inform the Guest. The Agent reserves the right to amend any inaccuracies including description, services and pricing. If the alterations prove unacceptable to the Guest then we will endeavour to arrange alternative accommodation or, if this is not agreeable or possible for whatever reason, then a full refund of monies paid will be given. The Agent is not liable for any extra costs associated with alternative accommodation, which must be paid for by the Guest. The Agent cannot accept responsibility for any changes or closures to area amenities or attractions mentioned on the website.
 
7. No person in the Agent's employment has any authority to make or give any binding representation or warranty whatsoever in respect of any holiday accommodation or otherwise.
 
8. Keys must be collected from and returned to the key holder or designated location. Can we suggest that you do not take the cottage keys out with you when you go out and that you leave them instead in the secure key box, where provided, with the code numbers scrambled. Please note: In the event that you do lose the keys to the cottage then you will be charged for replacement keys and call out.
 
9. The booking is for the number of persons allowed at the property and must not exceed this number. In the event that the maximum number is exceeded without prior consent, the owner has the right to revoke the booking without refund or, in the event this is discovered following guests' departure, then the owner has the right to charge an additional amount to cover costs.
 
10. You must not assign or part with the possession of the property or any part of it, or anything contained in the property or use it other than as a single dwelling for holiday occupation by the people whose names appear on the booking form.
 
11. You must ensure that nothing happens which may be a nuisance or inconvenience to occupiers of neighbouring or adjoining property or adversely affect any insurance of the property and also ensure that the floors are not overloaded.
 
12. The holiday maker should allow the Property Owner or his representative/s access to the Property at any reasonable time during the period of holiday.
 
13. Refundable damage deposit:
You, the Guest are responsible for any damages to the holiday home including furniture, fixtures, fittings and effects during your stay. Anything broken or damaged should be reported to the Agent immediately by email or telephone. Every effort should be made by you, the Guest to repair, or replace with an article of similar type and value before departure. The Guest is to keep the Property and all its furniture, fixtures, fittings and effects in the same state of repair, condition and cleanliness it was found at the commencement of the holiday.
 
14. By accepting our terms and conditions:
  • You, the Guest authorise us, the Agent to take a refundable damage deposit (as a deferred or ‘pre-authorised’ payment) of up to £150 for every booking, on behalf of the Property Owner.
  • A small selection of Properties require a damage deposit of more than £150. In this event, we will confirm this with you and arrange the deferred payment for that amount.
  • This refundable damage deposit will be taken as a deferred payment from the credit or debit card used to pay for the holiday. This deferred payment may be processed by the Agent before, during or within 7 days of your departure date.
  • The deferred payment will be removed from the debit or credit card within 7 days of departure, where no damage has been reported by the Property Owner or their Cleaning Team.
  • In the event that we, the Agent need to retain this damage deposit on behalf of the Property Owner, we will confirm this in writing to you and provide the reason for retaining the damage deposit. This money may be used by us ‘the Agent’, on behalf of the Property Owner to pay for any costs incurred as a direct result of damage caused or for any additional cleaning costs.
 
15. Complaints. If you feel you have a genuine complaint in respect of your holiday home, then this should immediately be reported to the owner or the Agent. The Agent accepts no liability for remedying any complaint, but will refer the complaint to the Owner. The sooner you raise your concerns/complaints, the sooner the Property Owner can help resolve them. Complaints which are not reported immediately, during your stay, will not be entertained subsequently and no correspondence will be entered into, in respect of complaints made on departure or, after your return home. This Complaints clause is without prejudice to any course of action the Guest may have against the Property Owner.
 
16. Force majeure. No liability can be accepted and no compensation will be paid by the Agent or the Property Owner, where the Guest or his personal property (and/or any person in the Guest's party and/or their personal property) suffer any loss, damage, injury, disappointment, inconvenience or otherwise, or where the performance or prompt performance of any obligations by the Agent or the Property Owner are prevented or affected, by any event which the Agent or the Property Owner could not have reasonably foreseen or avoided including war, threat of war, riot, civil strife, industrial action, terrorist activity, natural or nuclear disaster, fire, adverse weather conditions, closure of international borders, disease, none availability of transport services, interruption to services/utilities and all similar events outside the control or the Agent of the Property Owner.
 
17. Dogs are only allowed at properties that are advertised as allowing a dog/dogs. If a Guest takes a dog to a Property that does not allow them, or exceeds the stated number/size of pet, the Property Owner (or his representative) can refuse to allow the Guest to take possession of the Property or make the Guest leave the Property before the end of the holiday. If this happens the Guest shall be deemed to have cancelled the Booking and the Guest shall have no claim for compensation or reimbursement whatsoever.
 
18. The Guest is liable for any damage caused by his/her dogs. The Guest should remove all traces of dog occupation from the Property (both inside and outside, gardens etc.) before final departure. Please Note that the Property Owner reserves the right to levy an additional charge for any extra cleaning required after the Guest’s occupancy. The Guest must not allow dogs upstairs and/or in bedrooms and bathrooms at any time and/or, on beds or, on any furniture within the Property and dogs must not be left alone in the Property at any time. If the Guest breaches this clause the Property Owner (or his representative) may notify the Guest of the breach and if the Guest continues to breach this clause the Property Owner (or his representative) may make the Guest leave the Property before the end of the Holiday. If this happens the Guest shall be deemed to have cancelled the Booking and the Guest shall have no claim for compensation or reimbursement whatsoever.
 
19. Payment for dogs is £10 per dog for a short break of up to 4 nights and £20 per dog, for breaks of 5 nights plus. Payments for dogs should be made at the time of booking, if for whatever reason the dog/s is not paid for in advance, then we will reserve the right to take payment in full.
 
20. Arrival and Departure times. Guest should arrive after 4.00 p.m. on the arrival day and vacate the property by 10.00 a.m. on the day of departure, unless prior arrangement has been agreed with us or, the Property Owner.
 
21. Early Arrival / Late Departure requests. In the event you need to request an early arrival or late departure time, please be aware that we cannot always guarantee this however, we will make the relevant calls to check on your behalf and if it is possible, then a charge of £10 including VAT will payable.
 
22. Neither mobile phone reception, nor Broadband connection speed can be guaranteed in any of our properties.
 
23. Should you require an additional travel cot or high chair in the cottage you have booked, or if you require one where one is not advertised as being included, please call us on: 0191 231 3020 and we will arrange for an (additional) cot or high chair to be delivered to the cottage (subject to availability). There is a charge of £15 plus VAT per item payable at the time of booking. Please note that bedding is not supplied for any cots. 
 
24. Lost Property. Please note, we charge a £15 plus VAT administration fee, plus postage and packaging costs to return lost and left property. Please note, items not claimed within 28 days will be disposed of.
 
25. All our properties are NON-Smoking – therefore smoking is not permitted anywhere in/on the property - including on balconies. Additional charges will be made to cover deep cleaning costs and any loss of rental income if smoking is discovered in any of the owners' properties.
 
26. Where a Couples' Discount applies, this will be clearly advertised on the Description tab of the property on the website. Please note, that this discount applies to one couple staying in the cottage who will be using the master/double bedroom only, regardless of the number of bedrooms in total in the property. Please do NOT use any additional/spare/stored bed linen or towels, as you will be charged for this following your departure.
 
Please note: These conditions shall be deemed to have been accepted by you at the time when you completed the Booking Form and/or made your booking through the office by telephone or email.
 
 

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