Terms and Conditions

These conditions govern all bookings made with Booking.com, Airbnb and Vrbo (“Alternative stays” “us “we”). You (“you“ “the booker“ and all members of your party collectively called “the guests“) accept these conditions yourself and on behalf of all members of your party whether you are booking as a guest or on behalf of others. In addition by visiting or using our website you agree to comply with the Site Terms. Any property occupied is strictly on the basis that the accommodation is for holiday use only and that no right to remain in the property after the end of the holiday period booked exists for the person or persons who occupy the property. All persons will vacate the property at the conclusion of the period of the holiday booking. This booking/agreement is made on the basis that the property is to be occupied by you and any other occupiers (the tenant) for a holiday as mentioned in the [Housing Act 1988 Schedule 1 paragraph 9 OR Housing (Scotland) Act 1988 Schedule 4 paragraph 8] and you therefore acknowledge that this booking/agreement shall not confer on the you or any other occupiers (the tenant) any security of tenure within the terms of that Act. PLEASE NOTE THAT THESE CONDITIONS CONSTITUTE AN EXCLUDED AGREEMENT UNDER S. 3A(7)(A) OF THE PROTECTION FROM EVICTION ACT 1977 (AS AMENDED) AND CANNOT BE CONSTRUED AS AN ASSURED TENANCY UNDER THE HOUSING ACT 1988 (AS AMENDED).

1.1 Your Booking

· Any booking, howsoever made, will only come into existence when confirmation has been dispatched by Booking.com, Airbnb and Vrbo.
· Restrictions may apply in certain locations including, but not limited to, minimum night stay; you will be advised of these at the time of booking where applicable. We reserve the right to refuse any booking at any time.
· A guest name and contact telephone number is required at the time of booking, whilst confirming whether additional guests are adults or minors.
· As soon as your confirmation and invoice are received, please check the details carefully. If anything is not correct you should tell us immediately. However, we regret we cannot accept any liability if we are not notified of any inaccuracy in the documentation. If there is an error in the confirmation or invoice, we reserve the right to correct it as soon as we become aware of it and will do so within 7 days of issue of the confirmation or invoice or, if your arrival date is within 7 days of booking, no later than 24 hours before your arrival date.

1.2 Special Requests

We will endeavour to do everything we can to help guests with special requirements. Although we will endeavour to meet any reasonable requests no guarantees can be given that any request will be met. Conditional bookings cannot be accepted i.e. any booking which is specified to be conditional on the fulfilment of a particular request.

2.1 Payment

Full payment is required on the day of arrival at the property. If payment does not reach us at the required time, we reserve the right to suspend or cancel any booking made. Any late payments will result in interest being charged at 4% above Bank of England base rate for the period concerned. Payment should be made in Pounds Sterling by: · Credit or Debit card.

2.2 Security Deposit

A Security Deposit to cover “additional charges “ ( see cl.12), including breakages, damages, extra cleaning and further accommodation charges incurred during your stay, may be taken after your stay. The card details taken at point of booking will be held by the property provider and used to reclaim any damages incurred during the stay. In the event of damages occurring, the guest will be presented with the relevant evidence of said damage(s) and will have a 48 hour right to reply. If no reply is forthcoming from the guest during this period, the property provider will assume the guest accepts liability and relevant charges will be applied.

2.3 Payment of Additional Charges

Valid credit/debit card details must be supplied at the time of booking and/or upon arrival to Victoria Cottage, Progress Grove, Stone Villas and Otherton Hall to cover “additional charges “(see cl.12.). These may be payable direct to the preferred supplier in some instances. These charges will be deducted from any Security Deposit held or from a debit/credit card supplied and any balance on the security deposit will be refunded. A written statement of the “additional charges” will be sent to you. In the event that payment under a debit/credit card is declined, or no card details are provided, we reserve the right to invoice the booker or guest direct for these charges.

3.1 Pricing

The rates we advertise are to the best of our knowledge correct at the date of publication but we reserve the right to change any rates from time to time. Prior to the booking being confirmed rates quoted are based on the rates prevailing at the time but are subject to change. Once a booking has been confirmed we will not change the rate quoted unless you amend the booking or our cost of supplying the accommodation changes as a result of tax changes or currency fluctuations beyond our control. VAT is charged at the rate in force at the time of booking.

4.1 Changes, Extensions and Cancellations

All requests for changes, extensions and cancellations must be made in writing directly to us. (Accordingly, if your booking is not changed, extended or cancelled through us you will be liable to pay us the full amount of the booking.)

4.2 Changes

If you wish to change any detail of your confirmed booking we will do our best to make the change. All changes of date are subject to availability. Should any change be rejected, the original booking will be re-instated. Name changes or child age changes will not incur any charges or administration fee.

4.3 Extensions

If you wish to extend a stay please give us as much notice as possible in order to facilitate your request. All extensions are subject to availability and rate change. Where notice to extend a stay has been given, we reserve the right to take all additional payments and charges from any credit/debit card used to make the original booking, or an invoice for the extended period will be sent to your billing address and payment must be made by return.

4.4 Cancellation

Our cancellation policy is set out below; however, where we act as agent for a preferred supplier their cancellation policy may differ from our own. The specific cancellation policy should be requested at the time of booking and will be stated on the confirmation: · Alternative Stays reserves the right to treat an early departure or reduction in the number of nights as a cancellation and Victoria Cottage, Progress Grove, Stone Villas and Otherton Hall may be re- let and cancellation charges may apply. · Non-arrivals will be treated as a cancellation and you will not be entitled to any refunds. · Please note that transaction fees are not refundable in the event of a cancellation.

5.1 Changes by Us

We do not expect to have to make any changes to your booking however occasionally bookings have to be changed or cancelled or errors in information or other details corrected and we reserve the right to do so. If this does happen, we will contact you by telephone or email where reasonably possible. Events beyond our Control include but are not limited to the following: act of God, outbreak of hostilities, riot, civil disturbance, acts of terrorism, revolution, the act of any government or authority (including but not limited to refusal or revocation of any licence or consent), fire, flood, lightning, explosion, fog or bad weather, epidemic, interruption or failure of a utility service (including but not limited to electricity, gas, water or telecommunications), renovations and building work undertaken at the property or in the local area, strikes, lockouts or boycotts, embargo, blockade.

6.1 Insurance

We are not responsible for the theft and/or damage of your personal belongings during your stay at Victoria Cottage, Progress Grove, Stone Villas or Otherton Hall. Therefore you are advised to ensure you have appropriate insurances in place. In addition you are advised to ensure you have appropriate travel insurance to cover cancellation and medical expenses.

7.1 Website

Reasonable care has been taken to ensure that the content of our website (and/or other means of promotion or advertising) is correct but it is subject to amendment at any time without notice. All content on our website (and/or other means of promotion or advertising) is published in good faith but you acknowledge that we cannot check the accuracy of all information provided by our preferred suppliers for whom we act as agent. Given the above factors, we do not warrant that any of the content on our website (and/or other means of promotion or advertising) accurately or completely describes Victoria Cottage, Progress Grove, Stone Villas or Otherton Hall. Our website may link to other websites, and we are not responsible for the data policies, content or security of these linked websites. Our website (and/or other means of promotion or advertising) will only have a general representation of the accommodation shown. Actual house size, design, fixtures, furnishings and facilities may vary.

8.1 Liability

We are responsible for our own operated homes, subject to these conditions. We act as agent for our preferred suppliers and, other than our general management and booking obligations detailed in these conditions, we shall not be liable to any party for any amounts in relation to any acts or omissions under or in relation to that contract with the relevant preferred supplier. All warranties, conditions and other terms implied by statute or common law or otherwise are, to the fullest extent permitted by law, excluded from any contract with us and these conditions shall apply in their place. However, nothing in these terms and conditions shall affect your statutory rights if you are a consumer. Nothing in these terms and conditions limits or excludes our liability for death or personal injury resulting from negligence; or for any damage or liability incurred by you as a result of fraud or fraudulent misrepresentation by us, or any liability that cannot by law be excluded. Subject to the paragraph above, we shall not be liable for any loss of profits, loss of business, depletion of goodwill and/or similar losses, loss of anticipated savings, loss of goods, loss of contract, loss of use, loss of corruption of data or information, or any special, indirect, consequential or pure economic loss, costs, damages, charges or expenses. If you are booking for, as or on behalf of a business or business employee, that business shall indemnify us against all liabilities, costs, expenses, damages and losses (including any direct or indirect consequential losses, loss of profit, loss of reputation and all interest, penalties and legal and other reasonable professional costs and expenses) suffered or incurred by us arising out of or in connection with your, or your business’s, breach or negligent performance or non-performance of these terms and conditions. If you are booking for, as, or on behalf of a business or business employee, our total liability in contract, tort (including negligence or breach of statutory duty), misrepresentation, restitution or otherwise arising in connection with the performance or contemplated performance of your booking shall be limited to the fees paid to us under your booking.

9.1 Your Accommodation

Victoria Cottage, Progress Grove, Stone Villas and Otherton Hall are occupied as serviced accommodation and is only to be used as temporary or holiday accommodation for you, or your organisation. They are not for use as the principal, additional home or residence of guests; you will not be entitled to a tenancy or an assured shorthold or assured tenancy. No relationship of landlord and tenant is created and no statutory security of tenure exists now or when the period of occupation ends. If you or any member of your party fails to vacate at the end of the period you will be charged the appropriate accommodation charges for the continued period of occupation. No persons other than the guests have the right to use Victoria Cottage, Progress Grove, Stone Villas or Otherton Hall. These conditions constitute an excluded agreement under S(3A)(7)(a)of the Protection from Eviction Act 1977 (as amended) and cannot be construed as an assured tenancy under the Housing Act 1988 (as amended). The maximum guests in Victoria Cottage, Progress Grove, Stone Villas or Otherton Hall is determined by the number of beds in the property. If the maximum number is exceeded then we, or the preferred supplier, may refuse access to the accommodation or will incur an additional charge.

9.2 Arriving and Departing

Victoria Cottage, Progress Grove, Stone Villas are available from 15:00 pm on the day of arrival to 10:00am on the day of departure. Otherton Hall is available from 16:00pm on the day of arrival and 10:00am on the day of departure. Early arrival or late departure may be available for an additional charge but cannot be guaranteed unless booked from the night before arrival or for the night after departure.

9.3 Access to Your Property

Key collection details will be provided to you (via your booker where applicable) prior to arrival. Keys will be available in the key safe on the property, and a code will be given on the day of arrival. It is essential that you have this information with you on arrival and, where notified, contact us in advance to confirm the arrival procedure.

9.4 Departure

The procedure for departure will be confirmed on arrival. Keys will be put in the key safe on the day of departure.

10.1 Facilities and Services

The following information applies to Alternative Stays. Further information is available on our website, from our reservations team or on arrival.

· Cleaning: Your property is cleaned after every departure. The day your cleaning is scheduled will be advised on arrival. Weekly housekeeping includes linen/towel change and general cleaning.
· Maintenance: If essential maintenance is required, we will normally give you 24 hours notice except in the event of an emergency when we require immediate access.
· Broadband: In Victoria Cottage, Progress Grove, Stone Villas and Otherton Hall wireless connection is available. While we will make every effort to ensure the service is available at all times, we are unable to guarantee any internet or broadband connection and where a fault is deemed to be associated with the users’ hardware or software no support will be available. We are not responsible for loss or damage to guests’ computers or software in our properties or while connected to a network service. Guests must not use the broadband connection at Victoria Cottage, Progress Grove, Stone Villas and Otherton Hall for illegal or immoral purposes and we reserve the right to pass on any records to the authorities if required.
· Security: Guests will be provided with a set of keys found in the key safe, to access the property. Additional sets can be provided on request. It is your responsibility to ensure you are always in possession of these and that they are returned in the key safe at the end of your stay. An additional charge will be made for replacements and if we are required to provide access due to lost or forgotten keys.
· Interruption to services: We will make every effort to ensure that guests enjoy a peaceful stay, however, cannot guarantee or be held responsible for any failure or interruption of, services to our properties, including electricity, water or any damage to internet and other communications, including disruption or noise caused as a result of repair works being carried out in another property nearby. Where we are made aware of such failure or interruption we will endeavour to rectify such services within a reasonable period of time at our property, and will use reasonable endeavours to ensure any preferred supplier is made aware of, and rectifies, such problems within a reasonable period.

11.1 Guest Responsibility

Guests are expected to comply with any regulations for use of the property. These are available on arrival usually in the Guest Information Folder. If any guest breaches any of these conditions or the regulations, we reserve the right to request a guest to vacate the property immediately without refund.
· Smoking: Smoking is not permitted inside Victoria Cottage, Progress Grove, Stone Villas and Otherton Hall.
· Pets: Pets are allowed at an additional fee.
· Nuisance: Guests are required to behave in a responsible manner, respect the house and keep noise to a minimum between the hours of 10pm and 7am. This includes causing any sort of nuisance or disruption to neighbours nearby and using threatening or abusive behaviour towards a member of staff on the phone, in writing or in person. Guests are not permitted to use our properties for any illegal or immoral purposes. An additional charge will be made if the Management team is called out in response to a nuisance complaint.
· Age Restrictions: Guests booking the property must be over the age of 18.
· Visitors: Guests are responsible for their visitors. We operate a strict no party policy.
· Damage: Guests are required to keep Victoria Cottage, Progress Grove, Stone Villas and Otherton Hall’s; furniture, fittings and effects in the same condition as on arrival. Inventories and condition reports can be provided at the start and end of the stay, if required, at an additional cost. You are required to notify us of any damage, loss or broken items or matters requiring general maintenance. Any damage to the property will be charged in full. In the event that these are discovered after departure we will notify you or the booker within 7 days of departure with full details and where possible photographic evidence.
· Cleanliness: We expect Victoria Cottage, Progress Grove, Stone Villas and Otherton Hall to be left in a reasonable state of cleanliness and order on departure. An additional charge will be made for extra cleaning or specialist cleaning to return the property to a fit state for occupation. Additional charges may include compensation for loss of revenue in addition to cleaning and repairs.
· Lost Property: All your possessions should be removed from the property on the date of departure. We will use reasonable endeavours to retain any lost items for up to 3 months after your departure date. Email: contact@alternativestays.co.uk email for enquiries relating to lost items.

12.1 Additional Charges

As a guide additional charges include, but is not limited to the following: · Breakages, loss or damage to the property or any of its contents- a price will be decided dependent on the contents damaged. · Cleaning, specialist treatment charges where more than routine cleaning is required – £100 · Outside of working hours which are Mon – Fri 9am – 6pm – meet and greet – £50 · Lost keys – £20 Prices for additional charges may change at any time. For payment of additional charges see cl.2.3 above.

13.1 Health and Safety

We take the health and safety of all our guests seriously. Where Alternative Stays acts as agent for a preferred supplier, we do not warrant that in booking this property on your behalf, that it is managed in accordance with local and national laws including health and safety. You also understand that although a preferred supplier may comply with local and national laws, the rights and remedies under such laws may be different to that of England and Wales.

14.1. Quality and Feedback

We are committed to providing quality accommodation and conduct regular audits to ensure that high standards are maintained at Victoria Cottage, Progress Grove, Stone Villas and Otherton Hall. We also welcome feedback from our guests and ask them to give feedback on Booking.com, Airbnb and Vrbo. We value this feedback which provides us with useful information on how we can improve our services further.

15.1. Complaints

In the unlikely event that you are dissatisfied with any aspect of your accommodation please notify the contact provided on Booking.com, Airbnb and Vrbo. If you do not give us the opportunity to resolve a problem during your stay, this may affect the final outcome of any complaint received. We aim to deliver the best possible customer service, but in the unlikely event that you are dissatisfied with our service, please contact us by email contact@alternativestays.co.uk or you can call us on 01543879264.

16.1 Privacy

All information collected or properly obtained during the booking process will be processed in accordance with Booking.com, Airbnb and Vrbo’s Privacy Policy.

17.1 General

We reserve the right to change these conditions from time to time. If guests are in breach of any of these conditions, we reserve the right to request that guests vacate Victoria Cottage, Progress Grove, Stone Villas and Otherton Hall immediately. These conditions shall be governed by and construed in accordance with the laws of England and the Courts of England shall have exclusive jurisdiction in relation to any claim, dispute or difference concerning these conditions and any matter arising from them.

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