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Booking

Terms and Conditions

Booking terms

Please read these terms and conditions, together with related policies, carefully before you confirm a booking with us. As per the Consumer Rights Act, a guests’ statutory rights as a consumer are not affected. By confirming a booking, you are agreeing to the below terms.

Duchy Holidays is a limited company (Company Number 04665616). Our registered office is Chi Hwel Leysour, Wheal Leisure House, Wheal Leisure, Perranporth, Cornwall TR6 0EY.

  1. Your booking

Duchy Holidays act as a booking agent on behalf of the property owner.

Duchy Holidays provide services for guests to reserve holiday accommodation, however the property that is booked is provided by the owner, and the holiday contract is between the guest and the property owner.

Bookings can be made via the telephone 01872 572971 or on our website www.duchyholidays.co.uk

A booking is confirmed upon receipt of written confirmation from Duchy Holidays only. Third party confirmation is not authorisation of the booking. Therefore, if a holiday has been booked through another channel other than Duchy Holidays, the booking is not guaranteed to be secured until Duchy Holidays have sent written confirmation to the guest.

Bookings will only be accepted with agreement of Duchy Holidays and payment of a deposit. The deposit value is one-third of the total amount payable in respect of the booking, excluding the refundable security deposit.

Bookings made six weeks or more before the holiday commencement require a deposit, followed by a balance payment of the remaining amount due for the holiday booking.

The payment due date for the remaining balance (of the total amount payable for the holiday booking) will be detailed with your booking confirmation and must be paid no later than six weeks before the commencement date of the holiday.

Bookings made within six weeks of the start of the holiday must be paid in full to confirm the booking (plus the security deposit and any additional charges where applicable).

The deposit will be accepted in part payment of the total amount due for the booking. If the balance of the total booking amount is not paid in full by the due date, Duchy Holidays will be entitled to cancel the booking without notice to the guest and without incurring any liability in respect of any loss or damage following such cancellation. The cancellation will be deemed to have been made by the guest, whereby Clause 3 (Cancellations) will be applicable.

Duchy Holidays require full details of the holiday party, including names and ages of all guests staying. This must be provided prior to the commencement of the holiday.

Duchy Holidays reserves the right to refuse any booking request on behalf of the owner where restrictions have been applied to specific properties and booking groups such as stag and hen parties. Duchy Holidays also reserves the right to accept or refuse any bookings at their discretion.

In the event of Duchy Holidays being unable to reserve the property requested, all monies paid will be returned in full.

Payments to Duchy Holidays can be made over the telephone or online on the Duchy Holidays website, via debit or credit card.

All fees and charges are correct at the time of quoting to the guest. Duchy Holidays’ charges and fees can be subject to change, and Duchy Holidays reserves the right to amend any prices quoted. However, any changes will not affect confirmed bookings where the booking has been processed and confirmation of the booking has been made in writing by Duchy Holidays to the guest.

Any charges incurred by Duchy Holidays in respect of booking payments, shall be passed to the guest for reimbursement.

  1. Security Deposits

A Security Deposit is payable to, and held by, Duchy Holidays and held on the owner’s behalf to cover losses, damage and additional cleaning charges if the property is left in an unsatisfactory condition.

Where there is no breach of terms and conditions, a full refund of the security deposit will be processed and returned after the guests’ departure. This deposit, less any charges will normally be refunded within 14 days from the end of the tenancy (refund will be processed to the card from which the payment was made) except in those cases where an estimate has to be obtained for the cost of repairs or replacement. It is the guests’ responsibility to contact Duchy Holidays if the nominated bank card expires prior to the end of the holiday. Security deposit refunds can take up to 14 working days to credit the guests payment account once it has been processed.

The guest is liable for the full amount of any damage and the guest’s liability is not limited to the amount of the security deposit.

Any dispute about the deduction from the security deposit must be reported to Duchy Holidays as soon as possible, whereby they will liaise with the owner on the guests’ behalf. Property owners will make the final decision with regards to security deposit disputes.

A £15 charge will be made for any deposit that is returned via bank transfer to a non-UK account. We therefore recommend overseas customers pay their security deposit by credit card to ensure the maximum amount can be returned where applicable.

  1. Cancellation/Amendments

Upon receipt of your booking confirmation, please check all details are correct and notify us immediately if there are any errors with your booking.

If you need to make any changes to your booking, please contact us as soon as possible, so that we can review and confirm any applicable changes such as the number of guests or change of dates. Changes may be subject to charges for example if a dog is added to the booking. Any amendments of this nature to a booking must be made by two weeks before the commencement of the holiday.

A cancellation can only be confirmed prior to the holiday commencement date. Holiday deposits are non-refundable: if a booking is cancelled without payment of the outstanding balance, the deposit will be retained.

If a booking is cancelled within 14 days of the arrival date, Duchy Holidays are unable to offer a refund and 100% of the payment will be retained.

If Duchy Holidays is able to re-let the property for the relevant period (or any part of it) the guest will be refunded 75% of any amount received in respect of the re-letting (excluding the security deposit and any amount received for extra facilities).

Whilst all bookings are accepted in good faith, in the unlikely event of an occurrence making it necessary for Duchy Holidays to cancel the booking, Duchy Holidays’ liability shall be limited to monies paid by the guest in respect of the booking.

Duchy Holidays may cancel the booking on behalf of the owner if: there are any health and safety concerns with the property brought to our attention; the owner breaches our contract; the owner sites unforeseen circumstances beyond their control (including, and not limited to, Force Majeure).

Wherever possible, however, alternative accommodation will be offered to the guest. The guest will be liable for any price difference if the alternative accommodation is of a higher value than the cancelled booking.

If for any other reasons out of the control of the owners, the property becomes unavailable, a full refund will be issued. Alternative accommodation will be offered by Duchy Holidays if available.

In the event of any incidents of force majeure (including and not withstanding acts of god, such as extreme weather or pandemic) which mean for any reason the guest is unable to take their holiday booking, our standard cancellation policy will apply unless the Consumer Markets Authority advise otherwise.

  1. Holiday Insurance

We recommend you take out holiday insurance in case of any cancellation. We have no affiliations with any holiday insurance provider and cannot be held responsible for the cancellation of any holiday. It is the responsibility of the guest to ensure any travel/holiday insurance acquired is adequate.

  1. Your Stay

The property will be available to the guest and members of their party only and will be used solely for the purpose of a holiday. The total number of people staying shall not exceed the number stated at the time of booking unless notified to and agreed by Duchy Holidays in writing before the commencement of the holiday. In any event the number of people staying in the property shall not exceed the number stated in the property description on the Duchy Holidays website.

Your stay will commence from 4pm on the day of your holiday arrival and end at 10am on the day of your holiday departure. Early check in and late check out can be agreed for an additional charge, upon request not later than 48 hours before the holiday commencement date, subject to availability. If you book an early check-in, your arrival will commence at 2pm. Late check out on the day of departure can be available on request. Early check in and late check out are by request only and cannot be guaranteed.

In no circumstance may the period booked be exceeded unless prior written permission has been given by Duchy Holidays (and payment has been received in respect of the extended stay or late check-out). The guest will be liable for all additional charges in respect of such extension.

All bookings commence and end at the times stated on our website and in your booking confirmation. In the event of the guest exceeding the booked period, Duchy Holidays withhold the right to retain amounts from the security deposit to cover costs incurred.

The guest agrees to keep the property and furniture, fixtures, fittings and effects in or at the property in the same state of repair and condition as at the commencement of the holiday (reasonable wear and tear excepted), and to leave the property in a clean and tidy condition at the end of the holiday. If any items are lost or damaged during the guest’s stay, the guest will be responsible for the cost of replacing with the same or similar or making good such lost or damaged items before the end of the holiday. Any costs incurred by the owner for repair or replacement of furniture, fixtures or fittings shall be deducted from the security deposit and the guest’s liability is not limited to the amount of the security deposit.

If the owner reports damage, missing items or additional cleaning, and requests to retain any amount of the security deposit, Duchy Holidays will inform the guests in writing.

Any misuse of the property, fixtures and fittings or damage may result in refusal of any future guest bookings.

The property inventory will highlight the available contents correctly, unless discrepancies are reported to the owner, caretaker or Duchy Holidays prior to commencement of the booking. Duchy Holidays is not liable for any discrepancies within the inventories, however if guests notify them of missing items that are required, Duchy Holidays will do their best to source and supply these items.

Duchy Holidays, the owner, housekeeper or caretaker reserve the right to enter the property at all reasonable times, with or without contractors, for the purpose of inspection or to carry out any cleaning, repairs or maintenance to the property or property fixtures and fittings. Duchy Holidays will inform the guest prior to anyone entering the property.

The guest agrees to collect and return the property key(s) and any parking permits as directed in the booking confirmation email/letter. Failure to do so will result in the security deposit being retained or a penalty charge issued.

The guest agrees to be respectful of all neighbours and nearby properties, and keep noise to a minimum. Complaints regarding guests’ behaviour may result in immediate evacuation of the property without any refund or offer of alternative accommodation.

Travel cots can be hired from Duchy Holidays for the duration of a guest’s stay. The cots are suitable for children up to 90cm tall or 24 months old.

Bed linen is provided, and changed between, each booking. Towels are provided in some properties, please check the specific property details. A change of linen and towels can be made available during a guest’s stay for an additional cost.

  1. Complaints

If the guest has any complaints in respect of Duchy Holidays’ provision of services, please contact Duchy Holidays directly as soon as possible to allow for remedial action. Duchy Holidays will attempt to resolve any complaints and disputes by way of liaison with the owner on behalf of the guest.

Duchy Holidays aims to ensure that every guest has the best possible holiday experience. However, in the event of any problems or concerns arising, the guest should inform Duchy Holidays straight away, to allow for the opportunity to resolve the issues as soon as possible. Duchy Holidays cannot be liable for any complaints lodged after the holiday has ended.

  1. Special Offers

All special offers are subject to availability and apply to new bookings only. Duchy Holidays reserve the right to amend or withdraw offers, at any time, at their discretion. Standard bookings terms and conditions apply to all bookings, including those under special offer. Multiple special offers or discounts cannot be used at one time, for the same booking.

  1. Pets

Dogs are only permitted in properties where this is expressly stated in the property description on the website and brochure. Certain properties have restrictions in place relating to holiday season, breed and number of dogs permitted. The guest should check for these restrictions, and expressly confirm any pets staying during the holiday, prior to agreeing and making payment for any booking.

Dogs are charged at £35 per dog, per week. In certain circumstances a higher refundable security deposit may be required for a booking with dogs. Duchy Holidays will confirm this upon agreeing the booking with the guest.

Puppies (any dog under one year old) are not permitted in any properties at any time. Dogs of one year or older will be permitted, where applicable.

Assistance pets are permitted in properties upon written confirmation of the owner, in accordance with the Equality Act 2010. The guest must notify Duchy Holidays of any assistance dogs prior to confirming the booking.

Dogs are not permitted on the furniture (expressly, but not limited to, sofas, seating and beds) within the property. Pets are not permitted to be left alone in the property at any time during the holiday.

The guest accepts responsibility of the dog(s) to ensure they do not disturb or cause nuisance to neighbours and nearby properties.

The guest accepts responsibility for clearing any mess left by their dog(s) within the property and nearby vicinity.

The guest is liable for any damage or additional cleaning costs after occupancy with pets.

If dogs are taken into a property that does not allow pets, or the number of dogs allowed is exceeded, or the dog occupancy does not adhere to the property’s restrictions, Duchy Holidays reserves the right to refuse entry to the property, or ask the guest to vacate the property prior to the end of the holiday booking.

If the guest, or any member of their party, has an allergy to dogs, Duchy Holidays must be informed prior to, or when confirming, the booking. Duchy Holidays and/or the owner cannot guarantee that an assistance dog, or that any pet, has not previously occupied the property, even in the instance of the property being advertised as not accepting dogs.

Duchy Holidays and the owner cannot be held responsible for any suffering which may occur as a result of animals being present in the property.

Duchy Holidays does not accept any other pets in our properties, unless with prior arrangement.

  1. Cottages

Duchy Holidays have a number of charming older cottages in our portfolio. These are traditional properties that date back to the 1800s, and the guest is reminded that these character cottages were built long before cavity insulation and damp-proof coursing were the norm! It is therefore likely that the odd damp patch and condensation will be apparent in older properties, especially during the low season, with the Cornish climate and proximity to the sea.

Duchy Holidays is not liable for any complaints regarding issues deemed acceptable or expected in these kind of properties

  1. Descriptions

Duchy Holidays makes every effort to ensure that all descriptions and information relating to all properties, services and bookings are correct and complete. This includes (and is not limited to) property details, property prices, property amenities/facilities, property photos, property availability, property occupancy, additional charges, reviews and/or accreditations.

Duchy Holidays will endeavour to inform the guest if any of the above property descriptions significantly change in respect of altering the experience expected by the guest, for example the size of beds, or a change in seating arrangements.

Duchy Holidays cannot be held responsible for any errors in property descriptions and information as a result of inaccurate details or owner’s lack of knowledge. The guest acknowledges there may be minor changes or differences within the property.

  1. Privacy

Duchy Holidays will request information to confirm a booking. This information will be stored securely for the use of the booking only. Your information will be stored in accordance with the DPA and GDPR and will be processed according to our Privacy Policy.

Guest’s information will not be added to any marketing database, however Duchy Holidays may contact you in accordance with legitimate interest regarding your booking, any future holiday bookings with Duchy Holidays, or property information and special offers.

  1. Other

By confirming a booking, the guest agrees to receive email or written communications from Duchy Holidays, in relation to the holiday booking.

Any electronic communications from Duchy Holidays will adhere to legal requirements, as per Duchy Holidays’ privacy policy.

As a consumer, the guest’s legal rights are not affected by these booking terms and conditions.

Duchy Holidays does not accept any liability for any actions from both Duchy Holidays and the owner, in relation to any accident, injury, loss or expenses occurred within connection to the letting.

These conditions do not limit or exclude any liability of Duchy Holidays in relation to:

Death or personal injury
Consumer Protection Act 1987
Fraud/misrepresentation

For any questions relating to our booking terms and conditions, please get in touch.

 

 

 

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