covid

If your holiday needs to be rescheduled due to a legal requirement issued by the government and devolved administrations, you’ll have the option to postpone your holiday for up to 12 months or have a full refund.

If your holiday price goes down when you postpone it, we’ll refund you the difference.

Because it’s often difficult to predict how government guidance may change from week to week, this policy will only apply for holidays affected by any coronavirus-related guidance until 31 October 2021. If there is no current guidance in place for the date of your holiday, normal terms and conditions apply.

CAN MY HOLIDAY GO AHEAD?

If your booking doesn’t follow the latest guidance issued by the government and devolved administrations, you have the following options:

• Postpone your holiday for up to 12 months. If your holiday price goes down when you postpone it, we’ll refund you the difference.

• Cancel your stay and receive a full refund

YOUR HOLIDAY HOUSE

 You can arrive at your accommodation after 15.00 hrs on the start date of your holiday and you must have vacated the property by 10.00 hrs on your final day unless agreed otherwise by both parties.

 You agree to keep your property clean and tidy and to leave it in a similar condition of cleanliness to when you arrived. Any additional cleaning of the property, following your departure, beyond the normal amount reasonably required, may be charged for. An automatic good housekeeping/breakage pre-authorization of GBP 250.00 is due 0 days before arrival and released 5 days after departure. This amount will be blocked, not charged.

The numbers in your party must never exceed the stated house capacity for the whole house, without express written prior consent.

TERMS & CONDITIONS

1.     YOUR BOOKING

1.1.  We reserve the right to accept or decline bookings entirely at our discretion.

1.2.  Your contract with us will begin when we issue you with your booking confirmation and will be based on the terms and conditions set out in this document.

1.3.  We may offer you the option of provisionally holding a booking if you contact us by telephone or email. We’ll let you know how long we can provisionally hold your booking for when you contact us. If you don’t confirm your booking by that time, the Accommodation will be released for general sale.

1.4.  All bookings are confirmed when we issue you with your booking confirmation. Your booking confirmation will detail the Accommodation you have booked, the dates of your booking, the total amount payable for your booking and the dates on which payments are due. We’ll issue you with your booking confirmation by email.

1.5.  You, as the person making the booking, will be responsible for all members of your party. You must be at least 18 years old at the time of booking.

1.6.  Children under the age of 18 must be accompanied by an adult.

2.     PAYING FOR YOUR ACCOMMODATION

2.1.  For bookings made 30 days or more in advance, you must pay us 50% of the total amount payable for your booking at the time of booking. We must receive the balance by the date set out in your booking confirmation (which will generally be 30 days before your stay)

2.2.  For bookings made less than 30 days in advance you must pay us the total amount payable for your booking at the time of booking

2.3.  If you don’t make any payment by the date it is due, we’ll remind you by email or telephone. If you fail to make the relevant payment within 7 days of the due date, we’ll assume you want to cancel your booking. If this happens, your booking will immediately be cancelled and the cancellation charges set out in Section 4.3 (“If you want to cancel your booking”) will apply

2.4.  Promotional offers will only be applied if they are valid and quoted at the time of booking. Promotional offers can’t be combined or used retrospectively to apply to existing bookings. In addition, we reserve the right to change or withdraw a promotional offer at any time by amending or removing details of these offers from the relevant sections of our website. Where we are unable to provide you with a discount or offer on your booking due to this offer having been withdrawn or amended.

3.     PRICING FOR OUR ACCOMMODATION

3.1.  We periodically review and amend the prices we charge for our Accommodation. For the most up to date pricing information please check our website. We will confirm the price of your Accommodation at the time you make your booking and in your booking confirmation.

3.2.  All prices given in by telephone or on our website include any charges for water, gas, electricity, and oil that may be applicable to the Accommodation selected.

4.     IF YOU WANT TO CANCEL YOUR BOOKING

4.1.  Your contract with us is a contract for the provision of leisure Accommodation on a specific date or dates and this means that you do not have a statutory right to change your mind and cancel the contract. We do, however, offer you the right to cancel your contract subject to the provisions of this Section 4.

4.2.  If you wish to cancel a confirmed booking you must let us know by email or in writing as soon as possible and, in any event, prior to the first day of your booking. Your booking will be cancelled with effect from the day we receive your email or written notification and will be subject to the cancellation charges set out in Section 4.3 below.

4.3.  Our cancellation charges are calculated according to the time between when we receive notification from you that you wish to cancel your booking and the start of your booking. Our cancellation charges are set out below:

No. of days prior to booking start date and cancellation charge:

More than 30 days | no cancellation charge
14-30 days | 25 % of the total booking charge
7-14 days | 50% of the total booking charge
less than 7 days prior to holiday start date or at any point after the holiday start date | 100% of the total booking charge

4.4.  If you cancel your booking after the booking start date, we will not issue you any refund for any remaining nights of your booking. To clarify, this includes when you cancel your booking for any reason outside of your reasonable control, including without limitation, inclement weather and illness. We strongly recommend you take out holiday insurance to compensate you in these circumstances.

5.     IF YOU WANT TO CHANGE YOUR BOOKING

5.1.  If you want to change any detail of your confirmed booking you must let us know by telephone, by email or in writing as soon as possible.

5.2.  Whilst we’ll do our best to accommodate you, we can’t guarantee that we’ll be able to meet any request for changes. Please note that it’s not possible for us to change bookings less than 30 days prior to the start of your holiday. Any reduction in the number of nights will be treated as a partial cancellation and cancellation charges calculated in accordance with clause 4.3 may apply.

5.3.  You must also pay us any additional Accommodation costs due as a result of the change – we’ll confirm the amount of any additional Accommodation costs due at the time we change your booking. If your Accommodation costs are lower as a result of the change, we’ll refund you the difference at the time we change your booking, after deducting any applicable cancellation charges.

6.     IF WE NEED TO CHANGE OR CANCEL YOUR BOOKING

6.1.  We don’t expect to have to make changes to your booking, however sometimes problems happen and bookings have to be changed or cancelled. We will only change or cancel your booking:

6.1.1.     if necessary to perform or complete essential remedial or refurbishment works; or

6.1.2.     for other reasons unforeseen at the time you made your booking which are beyond our reasonable control. This may include occasions where the Accommodation becomes inaccessible due to a Meteorological Office Severe Weather Warning or other severe weather event or other eventualities.

6.2.  we will do our best to offer you a suitable alternative booking. If we’re not able to offer you a suitable alternative, or if you don’t accept the alternative we offer, the booking will be deemed cancelled and we will refund you the total amount you have paid us for the booking.

6.3.  If we do need to change or cancel your booking in line with Section 6.1.1, we’ll only be responsible for foreseeable losses that you suffer as a result of that change or cancellation and we will not be responsible for any unforeseeable losses you suffer as a result of that change or cancellation. A loss is foreseeable if it is an obvious consequence of our change or cancellation of your booking or if it was contemplated by you and us at the time we entered into this contract.

6.4.  If we do need to change or cancel your booking in line with Section 6.1.2. because it becomes impossible to deliver the booking due to unforeseen events beyond our reasonable control, we’ll do our best to offer you a suitable alternative booking. If we cannot offer you an alternative booking, or you do not accept the offer, a full refund will be issued.

7.     SPECIAL REQUESTS

7.1.  Special requests must be requested at the time of booking. Whilst we’ll do our best to accommodate you, we can’t guarantee that we’ll be able to meet any request.

8.     VISITOR STANDARDS AND BEHAVIOUR

8.1.  You must only use the Accommodation for the purposes of your holiday. You must not use the Accommodation for any other purpose, including for any business purposes, without our prior written consent.

8.2.  You must keep the Accommodation and its contents clean and tidy and leave them in the same condition as when you arrived.

8.3.  You mustn’t use the Accommodation, or allow it to be used, for any dangerous, offensive, noisy, illegal or immoral activities. You must not cause any nuisance or annoyance to any neighbours or anyone else during your stay.

8.4.  Smoking is not permitted inside the property. Please note smoking includes the use of vapours and/or e-cigarettes. You must not use fireworks or Chinese lanterns at your accommodation. We do provide a fire bowl but ask that you use it with caution and do not bring it inside.

8.5.  Dogs and pets are not permitted at the property

8.6.  You should not charge an electric vehicle from the Accommodation unless a designated electric vehicle charging point has been provided.

8.7.  We do not accept stag and hen parties.

8.8.  Please note that if you do not comply with the standards and behaviours set out in this Section 8 we may need to exercise our rights under Section 13 (“Our right to evict”).

9.     MAXIMUM OCCUPANCY FOR YOUR ACCOMMODATION

9.1.  You must ensure that the maximum number of persons occupying the accommodation does not exceed the maximum occupancy limits set out on our website. You must not bring additional camp beds to the Accommodation or allow tents, caravans or campervans at the Accommodation. For the purposes of occupancy limits, a child over the age of 2 is considered an occupant.

9.2.  We set maximum occupancy limits in line with the facilities, space and equipment available at the Accommodation and in order to comply with applicable health and safety and regulatory requirements. As such, we reserve the right to require you to leave the premises (without any compensation or refund) if you exceed the maximum occupancy limits as described in Section 9

10.  DAMAGE TO THE ACCOMMODATION OR ITS CONTENTS

10.1. If you discover that anything is missing or damaged on arrival at your accommodation you must notify us immediately on 07711 437000. If you don’t notify us, we’ll assume that you caused the relevant damage or loss.

10.2. You will be responsible for the cost of any damage to the Accommodation or its contents caused by you or by any member of your party

11.  IF YOU HAVE A PROBLEM OR COMPLAINT

11.1. We take care to ensure that our Accommodation is of a high standard. However, if you have any problems with your Accommodation, please contact us immediately and give us the opportunity to resolve it. Please contact us on 07711 437000 or 01476 530072 or by email at thestudio@hungerton.com. We’ll work with you to ensure that any complaints are investigated and resolved as promptly and efficiently as possible.

11.2.  If you have an unresolved complaint at the end of your stay please contact thestudio@hungerton.com

11.3. In considering any complaint we will take into account whether we have been given the opportunity to investigate it and put matters right.

11.4. Please note that we will not tolerate any written, verbal or physical abuse towards any of our housekeeping staff or representatives.

12.  OUR RIGHTS OF ACCESS

12.1.  Our housekeeping staff or contractors may need to access your accommodation if there is an unforeseen problem, to investigate a complaint you have made, or to perform certain routine property checks. If this happens, we’ll do our best to let you know in advance of the date and time that we will need access.

12.2. If we do need to access your accommodation for any reason, we’ll always try to access the property at reasonably convenient times (other than in the event of an emergency).

13.  OUR RIGHT TO EVICT

13.1. We may terminate our contract with you and ask you to leave your accommodation immediately (without any compensation being payable) if:

13.1.1 we consider that you or your party have committed a serious breach of these terms and conditions;

13.1.2. we consider that your or your party’s behaviour endangers the safety of other guests or our staff;

13.1.3. any complaints are made of anti-social or unacceptable behaviour against you or your party;

13.1.4. you or your party cause an unreasonable amount of damage to the property or its contents; or

13.1.5. you exceed the maximum occupancy limit for your Accommodation.

14.  OUR LIABILITY TO YOU

14.1. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is foreseeable as a result of our breach of these terms and conditions or our negligence, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if it is an obvious consequence of our breach or if it was contemplated by you and us at the time we entered into this contract.

14.2.  Nothing in these terms and conditions is intended to limit our liability for:

14.2.1. death or personal injury caused by our negligence;
14.2.2.fraud or fraudulent misrepresentation on our part; or
14.2.3. any breach of the terms implied by Section 10, 11 and 13 of the Consumer Rights Act 2015

14.3. Nothing in these terms will affect your legal rights in respect of your booking.

15.  EVENTS BEYOND OUR CONTROL

15.1. We will not be responsible for any failure to perform our obligations under these terms and conditions that is caused by an event outside our control.

15.2. An event outside our control means any act or event that is beyond our reasonable control, including, without limitation, severe weather event, drought, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, strikes or industrial action by third parties, terrorist attack or threat of terrorist attack, war or threat of war, civil commotion, riot, invasion, or failure of public or private telecommunications networks.

16.  SOME PRACTICAL INFORMATION FOR YOUR STAY

16.1. Your check-in and departure times will be set out in your booking confirmation. Normally, check-in is available from 3.30 pm on the first day of your stay and departure is required before 10 am on the last day of your stay. Please check your booking confirmation to confirm the check-in and departure times. If you do not leave the accommodation by the required departure time we reserve the right to charge you for an additional night.

16.2. If you leave any of your possessions behind at your accommodation, please contact us as soon as possible. We reserve the right to charge you for any storage and delivery costs that we incur in relation to your lost property. We charge a lost property charge of £10 to cover our administrative costs and standard Royal Mail delivery up to 2kgs in the UK to return your items to you (subject to the terms of this clause 16.2). If a request to return your items deviates from these conditions, then we reserve the right to charge you any additional costs. Where possible, we’ll hold lost property for three months after which it’ll be disposed of. Perishables will be disposed of immediately and are therefore unreturnable. In addition, we will only be able to return items permissible by Royal Mail.

16.3. Bats and other wildlife may be present at some of our properties. Any disturbance caused by wildlife should be reported to us immediately and reasonable steps will then be taken to assist. Please remember that bats and some other species are protected and it is illegal to interfere with them or their habitat.

17.  ENTIRE AGREEMENT

17.1. This agreement constitutes the entire agreement between you and us and supersedes and extinguishes all previous promises, representations and undertakings.

17.2. No one other than a party to this contract shall have any right to enforce any of its terms.