Booking terms and conditions
These booking terms and conditions apply to all confirmed bookings created on or after 01/01/2025
Introduction and references
countrysidecottageswales.co.uk (“the Website”) is a website owned and operated by Countryside Cottages Wales who shall be referred to as “we”, “us” or “our” in these terms and conditions.
To make it easier to read these terms and conditions there are a number of further definitions which we use:
- “Deposit” means a deposit of 20% of the total holiday accommodation cost also a £125 breakage deposit will be taken at the time of payment (which includes any “extras” selected at the time of booking);
- “Holidaymaker” means you and each person going on holiday with you on your booking;
- “Owner” means us, Countryside Cottages Wales
- “Property” means the holiday property you book through us; and
- “You” means the lead person making a booking through us.
When you make a booking through us you are confirming that you and every Holidaymaker understands, agrees and accepts these terms and conditions. Please read them carefully, particularly section 13 headed “Limitation of Liabilities and Legal”.
1. Contract and Booking
The contract is between us and the person booking the holiday.
Bookings cannot be accepted from persons under 18 years of age.
The Properties are meant to be used for the purposes of a holiday, and certain group bookings, including for stag and hen dos, may not be allowed unless special arrangements (including the possible requirement for a additional safety deposit) are made with the Owner.
No bookings are valid until confirmed by us in writing (including by email).
Once a booking is confirmed it cannot be changed by you, unless agreed by the Owner. If we agree to make requested changes to your booking (for example, changing the lead booker and/or the dates of your holiday) you will be required to pay £75 per change.
2. Booking Fees, Deposits, Balance Payments and Holiday Insurance
When you make a booking you will be required to pay a Deposit when making the booking and the balance will be due no later than 45 days before the holiday is due to start.
If you make a booking within 45 days of the start of the holiday you will be required to pay for the holiday in full at the time of booking.
We advise that you take out holiday insurance incase of any possible issues that might occur.
We reserve the right to cancel your holiday and re-let any holiday where any payment due is more than 7 days’ late. In these circumstances you will not be entitled to any refund.
The Deposit are non-refundable unless we are unable to accept the booking or the Property is unavailable at the time of the holiday (please see section 3).
3. Owner unable to make the Property available
If we cannot make the Property available to you for your booking we will try to find you suitable alternative accommodation or we will arrange a refund of all amounts you have paid towards the accommodation cost.
4. Guest Cancellations
If you cancel prior to the holiday arrival date you may be due a partial refund.
The refund will depend on the amount of notice you give us before the holiday start date.
If section 3 applies you will be entitled to a full refund of the accommodation costs from the Owner. In all other circumstances, the refund will be calculated as follows:
- More than 30 days’ notice – your liability to pay the balance will be waived, however, the Deposit will not be refunded. If the holiday was paid in full and more than 30 days’ notice is provided then 2/3rds of the total accommodation cost will be refunded.
The Deposit is non-refundable in all circumstances when you cancel a holiday, unless section 3 applies.
If a refund is due we will aim to return the applicable amount within 10 working days of cancellation.
5. Holidaymakers’ responsibilities
You will ensure that you and all Holidaymakers will:
- act responsibly and carefully whilst at the Property, abiding by any property specific house rules and leave the Property, and all things in or at it, in the same state of repair and cleanliness as at the start of the holiday;
- report to the Owner any damage or breakages made during the holiday occupancy and pay for damage (wear and tear accepted);
- not smoke at the Property nor allow anyone else to smoke at the Property;
- not allow more than the maximum number of people or pets to stay at the Property as stated on the Website;
- at all times comply with any applicable laws and local or Government guidance, and ensure that no Holidaymaker or their guests (if allowed at the Property) or pets (if allowed at the Property) do anything which is illegal, or may cause unreasonable damage, noise, behaviour or disturbance;
- not enter the Property before the stated arrival date and time and will leave the Property before the stated departure date and time;
- treat people with respect and not act in a way which is abusive, violent, destructive, menacing, or harassing towards an Owner, any member of their team, any member of the community in which the Property is situated, or any of our employees;
- secure the Property (including all windows and doors) whenever leaving the Property.
We and the Owner will be entitled to make a reasonable charge where Holidaymakers have failed to comply with these responsibilities. In serious cases, Holidaymakers may have to leave the Property early without any compensation or refund.
6. Owner responsibilities
Owner will ensure that:
- the Property is cleaned and ready for the Holidaymakers by the stated arrival date and time;
- suitable arrangements are made for you to access the Property;
- they treat all Holidaymakers with respect and not act in a way which is abusive, violent, destructive, menacing, or harassing towards any Holidaymaker at their Property;
- they can be easily contacted (at reasonable times) should you have any concerns or queries during your stay;
- they, and the Property, comply with all applicable laws and regulations (including health and safety regulations);
- adequate liability insurance is in place in respect of the Holidaymakers’ stay; and
- all Holidaymakers will have exclusive access to the Property for the duration of the holiday (although all Holidaymakers will allow the Owner or any representative, including us, access to the Property if reasonably required).
However, the Owner will not be responsible, nor liable to you (or any Holidaymakers) for any events outside the Owner’s or our 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.
7. Pets
Dogs are only allowed at Properties (at an additional charge which will be identified at the time of booking) where this is specifically stated in the Property description; additional dog restrictions may be contained in the “Need to Know”/Property information section – please read this section carefully.
Assistance dogs are allowed in all Properties.
You must notify us of the intended presence of any assistance dogs, prior to making a booking.
If any Holidaymaker has an allergy to dogs, please be aware that we can guarantee that a dog has not stayed in a particular Property. We can not accept responsibility for any suffering which may occur as a result of such animals having been present in a Property.
The following dog terms apply:
- Dogs must be under strict control at all times while in or at the Property;
- Any fouling must be cleared up without delay;
- The dog owner must bring the dog’s bed or basket for sleeping in;
- Dogs must not be left alone in or at the Property or elsewhere at any time;
- Dogs must remain downstairs at all times, not lie on beds or furnishings, and hair must be cleared up before departing;
- 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;
- Young dogs (e.g. puppies less than 6 months’ old) must be declared to us at the time of booking and authorised by the Owner;
- You will be liable for any damage caused by any Holidaymakers’ dogs. Any damage is to be reported to the Owner (or their representative) immediately. Any additional cleaning required, that may incur an additional charge, will be at the Owner’s discretion.
Pets other than dogs may be allowed at our discretion. This must be approved prior to making a booking and can be arranged by telephoning us.
If you break these terms, the Owner (including their representative) may notify you that you have broken these terms and may cancel the booking and ask that the Holidaymakers leave the Property before the end of the holiday period without compensation, or that they pay an additional reasonable charge.
8. VAT
N/A
9. Literature and descriptions/amenities
We have compiled the information on our Website as accurately as possible. However, facilities may be altered or withdrawn for reasons outside our control, in which case we cannot accept responsibility.
You accept and acknowledge that any booking made will be subject to the information contained or referred to in the Need to Know/Property Information section for the Property,
We make every effort to ensure that the Property details supplied to us by the Owners are accurately reproduced and that the pricing and availability of the Property is correct. Mistakes may occur from time to time, and we reserve the right to rectify errors (including any pricing errors) within 5 business days of you making your booking.
Where Wi-Fi is an advertised facility, please note that its provision is subject to availability and network conditions. It may not be available 24 hours a day and is provided for leisure, not business, purposes.
Electric vehicles are becoming increasingly common. You must use designated charging points (where available). We do not allow charging to be done at any of our properties.
If you choose to holiday in an older property, remember that much of its character and charm is due to its age. Some of our Properties old and were built long before the days of damp proof courses and cavity walls so some may show signs of damp, particularly in long spells of wet weather. If you have any concerns, please talk to us at the time of making your booking. Also, please remember that should traditional property features (steep stairs or low beams, for example) be a problem for any member of your party, you must consider and mention this prior to booking.
Please remember that properties in the country do attract spiders and therefore cobwebs. It does not mean that the Property is dirty or has not been cleaned as cobwebs can be spun almost as quickly as they have been cleaned away. Some of our properties, particularly in remote areas, may have a private water supply from a spring or well water, which is regularly tested. In rural areas please be tolerant of the sounds and scents that you may encounter, they are all a part of the countryside experience. If the holiday maker is concerned and unhappy about the cleanliness of the property this should be reported within 12 hours of arrival.
Confirmation should be requested prior to booking if there is any particular detail or facility that is important to you. When you make a booking the Holidaymakers accept that minor differences between text/photographs/illustrations the Website and the actual Property may arise. We cannot accept responsibility should the Property not conform to a Holidaymaker’s standards.
10. Complaints procedure
If you have any complaint concerning a Property, the matter should be taken up with the Owner. The Owner should do their best to resolve your complaint, where possible. It is important to raise any complaint while you are still at the Property.
11. Limitation of Liabilities and Legal – Please pay particular attention to this section
The contract to occupy the Property is made on the basis that the Property is to be occupied by the Holidaymakers for a holiday (as mentioned in the Housing Act 1988 Schedule 1 paragraph 9 or similar legislation in other jurisdictions).
When making a booking, you acknowledge on behalf of all Holidaymakers that the tenancy granted by these terms and conditions is not an assured tenancy and that no statutory periodic tenancy will arise when it ends.
Once you have made a booking there is no “cooling off” period as the contract you have made is for accommodation services for a specific period of performance. You can see further details in the section “When you don’t get 14 days to cancel” on the citizen’s advice bureau website.
We accept no responsibility for personal injury to, or death of, Holidaymakers or anyone they invite to the Property, or loss of or consequential loss or damage to their property, or for other matters over which we have no control.
If either you fail to comply with these terms and conditions you will be liable (only) for losses which are a foreseeable consequence of the failure to comply with the applicable terms. Losses are foreseeable where they were contemplated by you at the time you made the booking.
Nothing in these terms and conditions will limit our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our or negligence or the negligence of our employees, agents or subcontractors, or for fraud or fraudulent misrepresentation.
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.
12. Accidental Damage Deposit/Waiver
It is a requirement when booking certain specified properties with us, to pay either an Accidental Damage Deposit or an Accidental Damage Deposit Waiver.
The Accidental Damage Deposit is due with the balance and it will be cashed on receipt and held by us to be applied against the reasonable costs of miscellaneous repairs to and/or replacement of and/or additional cleaning of furnishings, kitchen equipment, crockery, glass, keys, bedding and towels damaged or soiled otherwise than by usual wear and tear during the period of the booking by you or other Holidaymakers. The balance of the Accidental Damage Deposit will be returned to you within 7 working days of the departure date. Where such costs exceed the Accidental Damage Deposit you agree to pay such excess to the Owner promptly and in any event within 14 days of being notified.
Where you have agreed to pay the Accidental Damage Deposit Waiver the Accidental Damage Deposit is not payable. The Accidental Damage Deposit Waiver is a non-refundable payment by you to us in lieu of the Accidental Damage Deposit. The Accidental Damage Deposit Waiver will normally, but at our sole discretion, cover the costs of making good any loss or damage to the Property and/or its contents caused through act or omission during the period of the booking by you or other Holidaymakers and up to the value of the Accidental Damage Deposit for the booked Property. Where any such damage caused exceeds this amount, you agree to pay to us, acting on behalf of the Owner, upon written demand, any reasonable costs incurred by us or on behalf of the Owner to make good any such loss or damage above the predetermined amount. Criminal or wilful damage will not be covered by the Accidental Damage Deposit Waiver.