Booking & Tenancy Terms and Conditions

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BOOKING & OCCUPANCY  

All Guests who initiate the booking process and/or stay at Suffolk Character Cottages will be subject to these terms and conditions.

Suffolk Character Cottages requires the full name and address of all staying guests for each booking.

All Guests and visitors occupy the property on a temporary basis as a 'holiday letting' as covered by the prevailing Housing Act. The Guest acknowledges that the tenancy granted by this agreement is not an assured tenancy and that no statutory periodic tenancy will arise on the determination of the Term.

ELIGIBLE BOOKINGS

Suffolk Character Cottages does not accept Stag or Hen weekends. Bookings must be made by guests aged over 21 years. Suffolk Character Cottages reserves the right to refuse any booking.

THE RENTED PROPERTY

The rented property includes the contents the furniture, fittings and effects within the property to be rented and its garden.

RENTAL PAYMENT & DEPOSITS

Holding Fee

To reserve dates the Guest will pay an immediate holding fee of £100. This is deducted from the final rental fee. If the Guest does not go ahead with the booking the holding fee is non-refundable.

The holding fee does not guarantee the booking, which is only secured once the rental deposit or full rental as due has been paid.

If Guest rental payment is not received by the due date stated on the booking form, Suffolk Character Cottages reserves the right to retain the holding fee and is under no obligation to proceed with a booking.

Payment Due Dates

More than 10 weeks before the arrival date, 25% of the rental is due upon booking.

Within 10 weeks of the arrival date 100% of the rental is due.

Balances must be paid at least 8 weeks prior to arrival.

Payment methods

Suffolk Character Cottages accepts payments by bank transfer, debit and credit card subject to availability. Guests are responsible for fees charged on card payments. Terms and fees may apply - ask us for details.

Security / damages deposit

All bookings attract a security deposit of between £500 and £1000. The security deposit shall be refunded (without interest) to the Guest at the end of the Term minus any sums that Suffolk Character Cottages calculate are due as a result of any damage, breakages or breach of the Guest's obligations. If the sum of damages exceeds the security deposit the guest agrees to pay Suffolk Character Cottages any additional amount due for damages within 14 days of being requested.  See GUEST LIABILITY.

The security deposit will be refunded to the original source of payment: debit/credit card used for payment or to the Guest/s bank account. The Guest is responsible for providing their details for return of the deposit.

BOOKING VALIDITY

Payments due must reach Suffolk Character Cottages within 7 working days of request or else the booking may be invalid and holding deposit retained.

For last minute bookings payments must always reach Suffolk Character Cottages 24 hours before arrival at the property.

No booking is secured until payment is received and confirmed by Suffolk Character Cottages by way of an payment receipt.

Suffolk Character Cottages reserves the refuse any booking and payment that is not paid by the due date.

Full names and addresses of all staying guests must be provided as requested before occupancy of the property commences.

Booking confirmation

The Guest will be provided with a verbal or written quotation, and online booking form to complete to progress the booking. A payment receipt will be issued post payment. Guests must check the details carefully as it may not be possible to rectify any errors in dates or amounts: no liability will be accepted by Suffolk Character Cottages.

The booking details confirm the maximum number of guests agreed. Any additional guests who stay at the property without prior agreement will be charged at the current full rate per person per night.

Value Added Tax

Where applicable VAT is included in the rental fees.

Change of booking dates

In the event the Guest wishes to change the date of the booking an admin fee of £50-£75 is payable to Suffolk Character Cottages.

Booking changes cannot be guaranteed and are subject to availability.

If the booking is changed to a period where higher rental charges are due, the Guest must pay the difference. However no refund will be given for changing dates to booking periods of a lower value.

Also see 'Cancellations.'

ABOUT ARRIVAL & DEPARTURE / CHECK-IN/OUT

Check-in times are before 10:00 or after 16:30 on the day of arrival.

The Guest Manager for Suffolk Character Cottages will meet the Guest at the property.

The Guest must telephone the Guest Manager in the week before arrival or at least 24 hours before arrival date which ever is the soonest to book a time for Check-In.

DOCUMENTS NEEDED FOR CHECK-IN PROCESS

To be granted access at Check-In to the property Guests must bring the documents sent with their booking confirmation email -

• A printed copy of their payment invoice, signed to show acceptance of the Terms & Conditions
• ID documentation

Without the required Guest paperwork access to the property may be delayed and an admin fee incurred. If Guests cannot provide satisfactory identification, Suffolk Character Cottages reserves the right to deny access without refund of rental payments.

DATA PROTECTION OF GUEST INFORMATION

Suffolk Character Cottages does not hold any record of payment details such as credit card or bank account information.

Personal information is not disclosed to third parties unless otherwise opted in by the guest in writing/by email.

For all non-British or Irish or Commonwealth Guests Suffolk Character Cottages is obliged to record this information -

• a passport number and place of issue (or other documents which shows their identity or nationality),
• and details of their next destination (including the address, if known).

Diplomats and their family and their staff do not have to register.

IMPORTANT INFORMATION FOR GUESTS

Guests must read the Guest Information Folder provided at the rented property containing: safety information and details of the amenities and guest obligations during their stay.

CANCELLATION POLICY

Cancellation by the Guest

Cancellations must be received in writing to the email address provided on the booking invite or confirmation email.

Cancellations are not accepted as received unless acknowledged by Suffolk Character Cottages by return. The Guest must also telephone Suffolk Character Cottages to check receipt.

If cancellation is within 48 hours of the arrival date, the Guest must also notify the Guest Manager by telephone.

In the event of cancellation by the Guest Suffolk Character Cottages is entitled to:

£100 admin fee or if within:

10 weeks from the start of the Term, to retain the 25% rental deposit

9 – 6 weeks from the start of the Term, 50% of the Rent;

5 – 4 weeks from the start of the Term, 70% of the Rent;

3 – 2 weeks from the start of the Term, 80% of the Rent;

less than 2 weeks from the start of the Term, 100% of the Rent.

We recommend that the Guest takes out a travel insurance policy to cover cancellation.

Cancellation by Suffolk Character Cottages

In the event that Suffolk Character Cottages needs to cancel the booking the Guest will be entitled to a full refund. No compensation will be given although every effort will be made to find alternative accommodation.

ACCEPTANCE & RULES FOR PETS

Strictly NO pets allowed at any of the properties.

GUEST LIABILITY

Where the Guests are two or more persons, obligations expressed or implied to be made by them are deemed to be made by such persons jointly and severally.

Damage/breakages/lost property

Guests must keep the Contents in their present state of repair and condition and replace with similar articles of at least equal value any articles that are found to be missing or destroyed or so damaged as to be incapable of being restored to their former condition, reasonable wear and tear and damage by accidental fire excepted.

The Guest must not deface the Property or permit or suffer it to be defaced internally or externally.

Guests must declare damage or breakages to Suffolk Character Cottages immediately they become aware of these.

The Guest should inspect the property for damages room by room prior to departure and Check-Out.  The properties are carefully checked after Guest departure and during the Change-Over process. 

The details of any damages will be reported to guests within 7-10 working days.

As part of this agreement, the Guests agree to reimburse Suffolk Character Cottages for replacement, repair or extra cleaning costs incurred as a direct result of the Guests use of the Property. Such sums will be deducted from the security deposit but may not be limited to this. If the amount of damages exceeds the security deposit the guest agrees to pay the balance within 14 working days of being requested.

Unreported damages may result in a delay in the return of the security deposit whilst investigations take place. Such damages will where possible be advised to the Guest within 7-10 working days of departure.

The decision of Suffolk Character Cottages for deductions from the security deposit is final.

Facilities & Outgoings of Property

Suffolk Character Cottages will pay all the facilities, water, sewage, electricity, and heating rates in respect of the Property.

If Guests are found to have used these facilities to excess, Suffolk Character Cottages reserves the right to deduct some monies to cover the costs from the Guest security deposit.

Alterations

The Guest must not make any alterations or additions to the Property or its decorations, fixtures or fittings, or the Contents.

Windows, Garden, outside rears and front parking area

The Guest must keep these areas of the Property clean and tidy at all times.

GUEST POSSESSIONS

Insurance

The Guest is responsible for any contents they bring to the property and must claim under their own insurance policy for any lost items. Guests use the safe at the property at their own risk and are responsible for emptying the safe at the end of their stay. Suffolk Character Cottages cannot accept liability for any items left behind in the safe after departure.

Lost Property

Guests must report lost property within 7 working days. Suffolk Character Cottages accepts no liability for lost property, but will make every endeavour to return items found subject to postage and packaging costs being paid by the Guest for the return of items.

END OF THE TERM

Condition of property

The Guest must deliver up the Property, its grounds and the Contents at the end of the term clean tidy and in accordance with the provisions of this agreement.

If the property is not returned in an acceptable condition, cleaning and repair charges will be deducted from the security deposit plus an administration charge.

The Guest agrees to be present for the Check-Out unless otherwise agreed in writing with Suffolk Character Cottages.

Suffolk Character Cottages recommends that guests inspect the property interior and exterior at Check-Out with our Guest Manager to check for any obvious damage and lost property.

USE AND NUISANCE

Use

The Guest must use the Property for the purpose of a private holiday residence for a maximum of the number of persons stating in the booking confirmation/invoice, and not for any other purpose whatsoever. Renting is only to the person stated on the Booking invoice, subletting or reletting is not permitted.

No Smoking

The Guest must not allow smoking in or around the Property – it is strictly prohibited in order to comply with insurance policies. Where Guests do smoke on the premises or within the grounds, Suffolk Character Cottages will retain the security deposit.

BBQ Rules

Stay Barn: BBQs & Fire Brazier fire are allowed to be used in a sensible manner. After use, BBQs must be completed extinguished and put out with water. Leave any coals/embers/ash in the BBQ or brazier for safe disposal by Suffolk Character Cottages. A cleaning fee will apply for use of BBQ and or Fire Brazier - Guests are responsible for checking that this is acceptable.

Wheelers Cottage: Strictly NO BBQs are allowed because of the thatched roof.

Beach Hut rental

Stay Put Beach Hut at Felixstowe is provided for the exclusive use of Guests of Suffolk Character Cottages (charges apply/available on request).

Guests must book the hut prior to visiting and note the terms and conditions of use including ensuring that the hut is left in a clean and tidy condition. Suffolk Character Cottages reserves the right to deduct cleaning monies from the security deposit if it is not returned in a satisfactory condition.

Guests may not take towels or property from Stay Barn to the beach hut other than picnic equipment. Most items are provided at the beach hut (ask for details). If beach hut towels are used a laundry charge will be applied.

Advertisements

The Guest must not fix or exhibit and placard, poster or other advertisement on any part of the outside of the Property, or allow anyone else to do so.

Nuisance

The Guest must not do anything on or in connection with the Property that may be or tend to be a nuisance, annoyance or cause of damage to Suffolk Character Cottages or to any neighbour or adjoining property or its owner or occupiers, or allow anyone else to do so.

Illegal or immoral purpose

The Guest must not use the Property, or any part of its services or facilities for any illegal or immoral purpose, or to allow anyone else to do so.

Telephone/Internet access

There is no phone at the property. The property offers broadband internet access inclusive of the rental for use during stays. It must be used in a responsible manner.

Guests are liable for any internet browsing during their stay and for monitoring of children using the internet safely.

Suffolk Character Cottages cannot be held responsible for delay or interruption with the provision of Internet services.

Noise

The Guest must not play any musical instrument or device and must not allow noise from a radio, television set, compact disc, tape or record player or sound production system of any kind or any machine or equipment to be heard outside the Property after 22:00 hours or before 08:00 hours.

Drains

The Guest must not block the sinks, bath, lavatories, cisterns or pipes in the Property with rags, dirt, rubbish, refuse or other substances, and must not cause any obstruction or blockage in the sinks, baths, lavatories, cisterns, pipes or septic tank to damage them in any other way.

Underletting

The Guest must not assign, underlet or part with or share possession of the Property or any part of it.

Boundaries, access & parking

The Guest will only park in the designated space which will be advised by Suffolk Character Cottages representative/property manager at the Check-In.

RIGHT OF ENTRY AND REPAIRS

Right of entry

If at any time during the term any covenant by the Guest contained in this agreement is not performed or observed, Suffolk Character Cottages may at any time re-enter the Property or any part of it in the name of the whole.

Upon such re-entry the tenancy shall end but without prejudice to the right action of Suffolk Character Cottages in respect of any breach of any covenant by the Guest contained in this agreement.

The Guest must permit Suffolk Character Cottages to enter the Property at all reasonable times with all necessary workmen and appliances, upon giving 24 hours notice except in the case of emergency.

Every attempt will be made to contact and notify the Guest of necessary repairs during their stay; however Suffolk Character Cottages reserves the right to enter the property to carry out necessary repairs with or without the Guest present to inspect the Property and the Contents to:

carry out repairs that may be necessary during the Term pursuant to the obligations of Suffolk Character Cottages;

carry out any repairs to the Property or the electric wiring, oil or water pipes or drains in or under the Property;

execute all work necessary to remedy the Guests breach of any covenant contained in this agreement regarding repair, maintenance or decoration; make inventories of all fixtures on the Property.

Guests should allow reasonable access by gardeners for watering and any necessary maintenance.

Inspection and reporting

The Guest should report for any defect or disrepair in the Property or in any installation in it for which Suffolk Character Cottages is responsible as soon as it is noticed.

QUIET ENJOYMENT BY GUESTS

Suffolk Character Cottages permit the Guest peaceably to hold and enjoy the Property during the Term without any interruption or disturbance from or by Suffolk Character Cottages (subject to emergency repairs/maintenance/gardening) or any person claiming under or in trust for him.

Suffolk Character Cottages cannot guarantee that there will not be noise from neighbouring buildings or area.

INSURANCE OBLIGATIONS

Suffolk Character Cottages maintains a valid insurance policy for the property and its contents.

The Guests must not do anything or allow anything to be done as a result of which the insurance of Suffolk Character Cottages for the Property may become void or voidable or as a result of which the rate of premium on the policy may be increased.

The Guest is also advised to take out insurance cover for their own personal belongings as Suffolk Character Cottages will not be responsible for any loss incurred to the Guests possessions/personal belongings.

GUEST SAFETY AT THE PROPERTY

Guests must on arrival orientate themselves with the position of fire extinguishers, first aid equipment, local doctors and telephone numbers, and safety instructions at the Property and in the guest information folder/s.

Copies of up to date safety certificates for oil boiler, gas hob and electricity are displayed in the guest information folder/s at the property.

Guests who have concerns about property features and facilities that could present safety issues must enquire before booking. Suffolk Character Cottages takes no responsibility for any issues related to this concern.

Guests are responsible for their own safety during the tenancy and should pay particular attention to areas where care and attention may be required such as glass/patio doors, interior & exterior steps, and garden gates.

Fire safety

Suffolk Character Cottages confirms that all furniture and furnishings comply with the Furniture and Furnishings (Fire) (Safety) Regulations 1988 as amended.

Electrical safety

Suffolk Character Cottages confirms that all electrical appliances and equipment supplied by him are safe so as not to cause danger and all electrical appliances and equipment manufactured since January 1977 are marked with the appropriate CE symbol.

Use of fires/wood burners/BBQs - Guests must ensure that they extinguish fires or safely close up any wood burning stoves before leaving the property or going to bed. 

FIRE OR FLOOD/DISASTER

In the event that the a disaster happens during the stay, the Guest must report the event to the emergency services without delay, and then telephone the property manager and or Suffolk Character Cottages immediately to notify. Guests must vacate the property if they are in danger.

If the phone lines or mobile phones are not working, Guests should seek assistance from neighbours.

LIABILITY/FORCE MAJEURE

Suffolk Character Cottages shall not be liable to Guests for any type of indirect or consequential loss or damage or costs, expenses or any claim for consequential compensation whatsoever (however so caused) which arise out of or in connection with the agreement contract.

Notwithstanding the provisions of this agreement, Suffolk Character Cottages shall not be deemed to be in breach of this agreement or otherwise be liable to the Guest for any delay in availability or performance or non-performance of any of the respective obligations under this agreement to the extent that the availability, delay or non performance is due to any act or circumstance beyond the reasonable control of Suffolk Character Cottages or its associates.

Force Majeure, of the nature of which this clause is intended to cover, includes without limitation fire, flood, exceptional weather conditions, epidemics, destruction and damage of the property by any cause other than negligence of Suffolk Character Cottages and all similar situations. No compensation, costs expenses or other sums of any description (including without limitation the cost of securing an alternative property/accommodation) will be payable in such circumstances by Suffolk Character Cottages.

NOTICES

Any notice to be given in connection with the Term shall be deemed to be properly given by Suffolk Character Cottages:

if delivered by hand via the property manager

if sent by registered post / recorded delivery

if sent via email to the guest email address used for booking

if given to the Guest at the address of the holiday letting Property or their home address as stated in the Booking Invoice.

Any notice sent by post or email from Suffolk Character Cottages shall be deemed to have been served not later than the first working day following the day on which it was posted.

WARRANTIES

Suffolk Character Cottages does not warrant and is not responsible for the accuracy of any verbal information given or statements made by its representatives.

TERMINATION DURING TENANCY

Suffolk Character Cottages reserves the right to terminate this agreement and request the immediate departure of all persons from the property in the event of a serious breach of the terms of this agreement.

The breach may include but is not limited to: a) serious damage to the Property or neighbouring property which may exceed the security deposit b) excessive noise which could adversely affect the rights of Suffolk Character Cottages or involve complaints from authorities, neighbouring property owners or the Police c) unreasonable or abusive behaviour.

No refund will be given if it is necessary to terminate the agreement in these circumstances.

EXTRA/FRINGE SPECIAL SERVICES & EXPERIENCES

Services are booked direct with the service provider e.g. car hire, creative courses, private chef, sailing. Suffolk Character Cottages has no liability whatsoever. Booking and post service correspondence must be sent directly to the service provider.

NATURE OF PERIOD PROPERTIES

Suffolk Character Cottages are provided to a 5 star standard and every effort is made to ensure Guest comfort. However Guests should note that Suffolk Character Cottages are period properties which may have been built long before damp proof courses and cavity wall insulation, so some property may show some signs of draught or condensation as is to be expected with a property of such an age.

The properties are listed with English Heritage which means that certain modifications cannot be made, although all enjoy central heating and mod cons to a high standard.

Wardrobe space and ceiling height may be limited with character properties; Guests must check to see that the property meets their expectations.

NATURE OF LOCATION

Property in rural locations can experience some animal noise and occasional noise from grass cutting or other farm machinery or activities such as shooting.

Flora and fauna: in rural areas insects and other pests are fairly common and not necessarily an indication of poor housekeeping standards.

Whilst preventative action is taken by Suffolk Character Cottages these pests can never be eradicated completely.

MOBILITY IMPAIRMENT

The properties are listed by English Heritage, which means that the structure and fittings will not necessarily have current safety and design features and any lack facilities such as ramps for wheelchairs.

Some property may not be childproof and may have narrow or high external or internal staircases and steps.

Guests are responsible for checking any such issues that concern them before booking as cancellation charges will apply in accordance with this agreement and no refunds or liability will be accepted.

SPECIAL REQUIREMENTS

Whilst Suffolk Character Cottages will endeavour to meet requests for special requirements, they cannot be guaranteed.

Under no circumstances will requests form part of a contractual obligation and Suffolk Character Cottage will not have any liability if they are not met, unless this has been otherwise agreed by Suffolk Character Cottages in writing.

Special requirements might include but is not limited to an alteration to the layout of bedrooms and check-in/out times.

PROPERTY DETAILS/MARKETING

Suffolk Character Cottages aims to ensure that the particulars of the property as they appear in marketing material are accurate.

Nevertheless, on occasions there may have been a change of circumstance and the property details/marketing may not be up to date. For example, the local shop or pub may have been closed for business or some facility nearby may have changed without the knowledge of Suffolk Character Cottages.

Guests must ensure that they clarify any details that are important to them at the time of booking - no liability will be accepted by Suffolk Character Cottages.

GUEST CONCERNS & COMPLAINTS

Should there be any cause for complaint during the stay, Guests should contact the Greeting Manager in the first instance and then if the issue is not resolved put the matter in writing to the email address on the booking confirmation or write to The Directors, Suffolk Character Cottages, Stay Barn, The Street, Kersey, Ipswich, Suffolk, IP7 6DY.

GENERAL DEFINITIONS

Words importing one gender include all other genders, words importing the singular include the plural and vice versa, and words importing persons shall be construed as importing a corporate body or a partnership and vice versa.

References in this agreement to any clause or sub clause without further designation shall be construed as a reference to the clause or sub clause to this agreement so numbered.

The clause and paragraph headings do not form part of this agreement and shall not be taken into account in its construction or interpretation. 

END

 

 

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