Booking and availability    

In these booking conditions, ‘you’ and ‘your’ means all people named on the booking form (including anyone who is added or replaced at a later date).  ‘The owners’, ‘we’, ‘us’ and ‘our’ means Valleybrook Holidays of Peakswater, Lansallos, Looe, Cornwall, PL13 2QE.

 

Before booking one of our properties, please read these booking conditions carefully and all other information relevant to your booking.

 

1 Booking
All bookings depend on the property and other requested extras being available.  You, as the person in charge of the party (“the party leader”), must be at least 18 years old at the time of the booking.  You are responsible for ensuring that other members of your party are fully aware of the conditions of booking.  All other members of the party must authorise you to make the booking on the basis of these booking conditions.  By making the booking, you confirm that you are authorised to make the booking and that all other members of the party agree that the booking will be governed by these booking conditions.  You as the party leader, are responsible for making all payments due to us.

As long as the property is available and we have received all the relevant payments from you, we will give you written confirmation as soon as reasonably possible, your booking is provisional until we confirm it in writing.  This confirmation will show your booking details, the amount you have paid and the amount you still owe for the booking.  Your binding contract with us will begin when we issue you with the written confirmation.  If we pay the deposit into our bank account, it will not mean we have accepted a booking unless we have issued you with a written confirmation.  We will give you written confirmation either by email or post.  If you book with us online, we will acknowledge that we have received your booking and then send you confirmation by email.  If you book by phone, we will send your confirmation to you by email unless you tell us at the time of booking that you would prefer it to be provided by post.  It is your responsibility to check your emails regularly and let us know about any change to your email address.

We have the right to refuse any booking before we send you your written confirmation.  If we do this, we will tell you in writing and promptly refund any money you have paid to us. 

As soon as you receive your confirmation, you must check the details carefully.  If anything is incorrect, you should tell us immediately.

Included in your written confirmation will be a request to provide us with the names and ages (if under 18) of the members of your party.  This should be done via the link provided in your written confirmation.  Failure to provide these details will be regarded as a breach of these booking conditions.

Where we offer the option of a provisional booking, the property will be released for general sale after the agreed time period unless you fully confirm the booking.

Even if we have sent a written confirmation, we have the right to cancel a booking where there are reasonable grounds to believe that (i) it is not legitimate (ii) you are likely to breach any of our booking conditions (iii) information supplied by you in relation to your booking is incorrect (iv) you have behaved in a vexatious, abusive or unlawful manner to us, our other guests or to our staff.  If we cancel your booking, we will tell you in writing.

Once a booking has been confirmed, a contract exists and you are responsible for the payment of the full rental.

Bookings are accepted on the understanding that the property is for holiday use only for the period confirmed on the receipt and that no right to remain in the property exists for you or anyone within your party (including anyone invited into the property by you). If you remain occupying the property after the period confirmed on the receipt, you will be responsible for paying the full rental costs and any additional costs arising.

 

2 Payment
When you book, you must pay the deposit amount then due by debit or credit card.  We only accept payments in pounds sterling.  We must then receive the rest of the money owed no less than 55 days before the start of your stay.  However if you book less than 55 days before the start of your stay, we must receive full payment of the total cost of your booking when you make the booking.  For any arrangements booked less than two weeks before the start of your stay, you must pay for the booking in full by debit or credit card, at the time of booking.

If you do not pay any payment due in relation to your booking by the appropriate date, we are entitled to assume that you want to cancel your booking.

There is no charge for debit or credit card payments.  If your bank refuses to make your payment for any reason, we are entitled to make an administration charge of £35.

 

3 Pricing
We keep the prices charged under constant review and the prices of unsold property may be increased or reduced at any time.  We may also correct mistakes in pricing of unsold property at any time.  We will confirm the price of your booking when you make it.  As changes and mistakes can happen, you must check the price and all other details of your chosen property and extras at the time of booking.

All property prices are for the property as a whole and are not on a per person basis, except when an extra person charge applies.

Deposit payments value will be 25% of the rental price of the property.

 

4 Website details
We aim to make sure that the information is presented accurately on our website or other material we produce and provide.  Occasionally, problems mean that some facilities or services are not available or may be restricted.  If this happens, we will tell you as soon as reasonably practical after we become aware of the situation.  We cannot accept responsibility for any changes or closures to local services or attractions mentioned on our website.

 

5 If you change or cancel your booking
a) Changes
If you want to change any detail of your confirmed booking, we will do our best to make the changes.  However, we must receive your notice in writing by email or post.  We may agree to accept notice over the telephone, but this should be arranged with us first.  You will have to pay any costs incurred in facilitating this change for you, which will be charged at the current website price.

b) Full cancellations
If you have to, or want to, cancel your booking after it has been confirmed, you must phone us on the number shown on your booking confirmation as soon as possible and then confirm this in writing by email or first class post.  The day we receive your notice by phone to cancel is the date on which we will cancel your booking.
For bookings made before to June 12th 2020 or booking with a start date prior to 1st August 2020
We will then endeavour to re-let the property, at the original tariff price and if we are successful you will only forfeit the deposit. If however we cannot re-let prior to the balance due date then you will be responsible for the prompt payment of any balance (less 5% of the total rental cost of the property) of the hire outstanding on the property that you have booked. If we then successfully re-let, we will refund all monies paid minus the value of the non-refundable deposit.
For bookings made on or after June 12th 2020 with a start date of 1st August 2020 or later
Cancel for ANY reason and receive FULL refund from 60 days up to 48 hours before check in date.  (e.g. for a Saturday check in date, Friday and Saturday would not be included.)
Cancel less than 48 hours before the check in date ( i.e. the check in date or the day before) and receive a refund of 5% of the total rental cost of the property

c) Cutting short your stay
No refunds are payable in the event that you cut short your stay.

 

6 Cancellations or changes by the owner
We do not expect to have to make any changes to your booking.  However, sometimes problems happen and bookings have to be changed, cancelled or mistakes corrected.  We  have the right to do so.  If we do, we will contact you (by phone if in the case of a significant change or cancellation, or in writing to let you know about minor changes) as soon as reasonably practical.  We will explain what has happened and let you know about the cancellation or change.  If the booking is cancelled by us, our total liability is limited to a refund of the monies paid to us.

 

7 Events beyond our control
Unless stated otherwise in these booking conditions, we will not be legally responsible or have any liability to you either jointly or individually if we are prevented from carrying out our responsibilities under this contract as a result of events beyond our control and the inability or delay in carrying out such responsibilities will not be treated as a breach of these booking conditions.  This means an event we could not, even with all due care, avoid, including but not limited to:

  • Strike, lock-out or labour dispute;
  • Natural disaster;
  • Acts of terrorism, war, riot or civil commotion;
  • Nuclear radiation or radioactive contamination.
  • Malicious damage;
  • Keeping to any law or government order, rule, regulation or direction;
  • Significant risk to human health such as the outbreak of a serious disease;
  • Accident;
  • Breakdown of equipment or machinery;
  • Insolvency or bankruptcy;
  • Fire, flood, snow or storm;

 

8 Our legal responsibilities to you
We can not be held responsible for noise or disturbance which comes from beyond the boundaries of the property or which is beyond our control.  If we know about a problem before you arrive, we will contact you to let you know.

We cannot be held responsible for the failure of public utilities such as water, gas, electricity, telephone and internet access.

 

9 Disabilities and medical problems
If you or any member of your party has any medical problem or disability that may affect your booking, please tell us before you confirm your booking and give us full details in writing as early as possible before you travel.  If we reasonably feel unable to properly meet that person’s particular needs, we can refuse or cancel the reservation.

 

10 Your property
We have the following conditions on your stay at the property:

Arrival and departure – You can arrive at your property at any time after 5pm (unless we tell you otherwise, for example on your confirmation) on the start date of your rental period.  You must leave by 9.30am on the last day.  If your arrival will be delayed beyond 8pm on the start date of your rental period, you must contact us.  If you fail to do so, you may not be able to get into the property.  If you fail to arrive by 12 noon on the day after the start date of your rental period and you do not let us know you are arriving late, we may treat your booking as having been cancelled by you.  In this situation, we will not refund any money you have paid. 

Behaviour – You and all members of your party agree:

  • To keep the property clean and tidy;
  • To leave the property in a similar condition as you found it when you arrived;
  • To behave in a way at all times while at the property which does not break the law;
  • Not to use the property for any illegal or commercial purpose;
  • Not to allow a registered sex offender to stay in the property;
  • Not to sub-let the property or any part thereof or otherwise allow anyone to stay in it who we have not previously accepted as a member of your party;
  • Not to behave in an anti-social manner, breach the peace or otherwise act in a way which may disrupt or affect the enjoyment of others.

Maximum occupancy – You also must not allow more people than the website states to stay overnight in the property.  You cannot arrange for visitors to the property without the advance consent of us.  You cannot significantly change the number of adults or children during your stay. (For example, if you book for two adults and two children, you cannot arrive with four adults and no children.)  If you do any of these things, we can refuse to hand over the property to you, or can repossess it.  If we do this, we will treat this as you cancelling the booking.  In these situations you will not receive a refund of any money you have paid for your booking.  We will not be responsible to you as a result of this situation. (This will include, for example, any costs of expenses you have to pay due to not being able to stay in the property, such as the cost of finding other accommodation.)  We are under no obligation to find any alternative accommodation for you.

Children under 14 years of age must not be left unattended in the property.

You and your party are welcome, at their own risk, to use the garden and public areas including garden furniture and children’s play equipment. You must supervise your party and make your own inspections to ensure that barbeques, garden furniture etc. are safe, suitable and properly used. Any item that becomes unsafe should be withdrawn and brought to our attention.

Dogs –  If we have agreed that you shall bring a dog(s) over one year old into the property, you undertake to abide by the rules relating to dogs and also as a condition of this booking warrant that your dog will be controlled and supervised and will not cause damage or nuisance (particularly excessive barking) during the holiday.  If you bring your dog with you, it is not allowed upstairs, on beds or furniture. Do not take your dog into the children’s play area. If your dog fouls anywhere on the site, including the woodland walk and field, the mess must be removed, bagged and discarded in a dog bin. You must bring your own dog’s bed.  You must not leave any dog unattended in the property (unless confined in a dog crate), including the gardens and you must keep dogs on a lead within the boundaries of the site (excluding the off-lead dog paddock and within the property’s garden).  You must bring your own dog’s feeding and drinking dishes. Do not use any of the crockery provided in your property. Under extreme circumstances and at our discretion guests may be asked to remove their dog from the site.

If you or any member of the party has a pet allergy, we cannot accept any responsibility for any subsequent health reaction.

No Smoking – All of our properties are no smoking (including E-cigarettes).

Any item left in the property when you depart must be claimed within one month after which time we will dispose of it. An appropriate sum (minimum £5) to cover post, packing and administration must be sent before the item can be forwarded.

 

11 Damage
You are responsible for and agree to reimburse us all costs incurred by us as a result of any breakage or damage in or to the property which is caused by you or any members of your party or any other persons invited into the property by you.  You must inform us as soon as reasonably possible that any breakage or damage has occured.  We can ask for an extra payment from you to cover any such costs.

We expect the property to be left in a reasonable state on departure.  If in our opinion, additional cleaning is required, you will be liable for the cost of this cleaning.

 

12 Right of Entry
We are allowed to enter the property (without letting you know first if this is not practical or possible) if special circumstances or emergencies happen (for example if repairs need to be carried out) or if you break any of these booking conditions.  We are also allowed to enter the property to inspect it (including but not limited to where you have complained about the property).  We or our representatives are allowed to access the property at 10am (unless another departure time has been previously arranged) on the booked day of your departure.

You agree to allow us or our representative (including workmen) access to the property as required by this clause.

 

13 Unreasonable behaviour
We can refuse to hand over our property if the unreasonable behaviour of anyone in your party is likely to cause offence to other guests or members of staff, or if we have reasonable cause to believe you or any member of your party will cause damage or loss to the property, its services or facilities.  If this happens, the contract between you and us will end and you will not receive any refund and we will have no further responsibility to you.

We can end a stay after the keys have been handed over if the unreasonable behaviour of anyone in your party (including anyone invited into the property by you) is likely to spoil the enjoyment, comfort or health of other guests or members of staff or where you or any member of your party (including anyone invited into the property by you) has broken or is likely to break any of these conditions.  If this happens, you will have to leave the property immediately and no refund will be given.  You may also be responsible for any costs we incur as a result of your behaviour.

 

14 Hot Tub
Where the property has a hot tub installed, you and your party undertake to abide by the rules relating to the use of the hot tub, detailed in the Guidelines.

 

15 Complaints
If you want to complain, we will want to sort out your complaint as soon as possible.  It is essential that you contact us immediately if any problem arises so that it can be sorted out as quickly as possible.  It is often extremely difficult (and sometimes impossible) to sort out difficulties unless we are told promptly.  If you discuss the problem with us during your stay at the property, it can usually be sorted out straightaway.  In particular, complaints which would only be temporary (for example, complaints on how the property is prepared or the heating not working) cannot possibly be investigated unless registered during your stay.  If you feel that the problem has not been dealt with to your satisfaction, you must, within 28 days of departing from your stay, put your complaint in writing to us.  If you do not follow this procedure, this may affect your entitlement to claim compensation if this would be appropriate.

 

16 Governing law and jurisdiction
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.