Booking Conditions - For Bookings Made After 3/12/18

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). 'We', 'us' and 'our' means Vacation Rentals (UK) Ltd of Spring Mill, Earby, Barnoldswick, Lancashire, BB94 0AA.

“Overseas” means any booking outside the UK’

Blue Chip Holidays is a trading name of Vacation Rentals (UK) Ltd.

Before booking through us, please read these booking conditions carefully and all the other information relevant to your booking, including:

We arrange bookings of properties and travel arrangements either as:

When you book a property either with us acting as agents for the owner, or arrange any travel or other services through us, you are entering directly into a contract with the owner or the service provider (whichever applies) and we may charge a fee for arranging your booking (booking fee).

With the exception of package holiday bookings, as we act as agents when taking your booking, we accept no legal responsibility for any contract you enter into for the property or travel arrangements or for the acts or failure to act of any owner or supplier or other person connected with your booking. Your contract will be with the supplier of the arrangements. When making your booking we will arrange for you to enter into a contract with the applicable supplier. Your booking with us is subject to these booking conditions and the specific terms and conditions of the supplier you contract with.

All properties on our website and in our brochures are offered by the owners for the sole purpose of holiday lettings, unless expressly agreed otherwise in writing by the owner and us. Accordingly you agree that your booking is for the sole purpose of holiday accommodation and accept that you are not offered any rights to the property other than the right to occupy the property as holiday accommodation for the period of your booking. No booking of any kind is an ‘Assured Shorthold Tenancy’ or protected under the Protection from Eviction Act 1977, or any similar legislation that applies in Scotland and Northern Ireland.

Important information - ferry and Eurotunnel bookings. If you book arrangements with us which include a property plus a ferry or Eurotunnel crossing, we will class this as a package holiday booking. In these cases we will accept responsibility for the arrangements in line with these booking conditions as an ‘organiser’ under the Package Travel and Linked Travel Arrangements Regulations 2018. If you have booked a package holiday with us, then please also read section B of these booking conditions. Clauses 7b, 7c, 10 and 17 of section A do not apply to your booking.

Please also note that Clauses 7b and 7c of Section A do not apply to any overseas bookings. Clause 6 in Section B applies to all overseas bookings and to all package holiday bookings which include Eurotunnel or ferry crossings.

Section A

1. Making your booking

All bookings depend on the property and other arrangements 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 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 (see below) as soon as reasonably possible. 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 the owner will begin when we issue you with the written confirmation on behalf of the owner. For bookings made within 14 days of the departure date, you will have a binding contract with the owner when we give written confirmation of your booking to you or your travel agent and you have made the appropriate payments to us or your travel agent. If we pay the deposit into our bank account, it will not mean we have accepted a booking unless we have issued you with written confirmation. Please do not make any other travel arrangements (such as flights) until we have issued you with a written confirmation. We will give you your written confirmation either by post or by email. 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 post or phone, we will send your confirmation to you by post unless you tell us at the time of booking that you would prefer it to be provided by email. It is your responsibility to check your emails regularly and to let us know about any change to your email address.

We, on behalf of the owner or service provider (whichever applies), 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. In this case, neither we nor the owner or other service provider (if any) will have any legal responsibility to you. As soon as you receive your confirmation, you must check the details carefully. If anything is not correct, you should tell us immediately. Please ensure that names are exactly as stated in the relevant passport. As we act only as booking agent, we have no responsibility for any errors in any documentation except where an error is made by us. If you book through a travel agent, we will send your confirmation and all other documents to your travel agent.

Where we offer the option of a provisional telephone 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 on behalf of the owner or service provider, 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 owners, suppliers or to our staff. If we cancel your booking, we will tell you in writing and neither we nor the owner or service provider will have any legal responsibility to you.

2. Payment

When you book, you must pay the deposit amount then due plus any applicable booking fee by debit or credit card, or by sending us a cheque. We only accept payment in pounds sterling. We must then receive the rest of the money owed no less than 10 weeks before the start of your stay, or no less than 12 weeks where the property is stated to sleep 10 or more people. We will automatically collect the balance owed on the card that you used to pay the deposit, unless you settle the amount owed before that date or unless you tell us otherwise, however, if you book less than 10 weeks before the start of your stay (or less than 12 weeks before the start of your stay where the property is stated to sleep 10 or more people), we must receive full payment of the total cost of your booking (including any insurance premiums) 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, or by bank transfer, at the time of booking.

If you do not pay any payment due in relation to your booking by the appropriate date we, on behalf of the owner or service provider, are entitled to assume that you want to cancel your booking. In this case, your booking will be cancelled immediately and the provisions of either Section A, clause 7b or Section B, clause 6 will apply, as applicable. You may also need to pay additional charges. Please see section A, clause 7b or Section B, clause 6 as appropriate.

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 £31.

Please note that we act as an agent and that other than any booking fee (which we may charge ourselves for the services we provide in administering your booking) all charges (including cancellation charges) and refunds are made for and on behalf of the owner or the service provider as appropriate.

Except where otherwise advised or stated in, all monies you pay to us for the arrangements (except for insurance premiums, bookings fees and our commission) will be held by us on behalf of the owner or service provider and forwarded on to them in accordance with our agreement with them.

3. Pricing

We keep the prices charged by the owner or service provider under constant review and the prices of unsold arrangements may be increased or reduced at any time. We may also correct mistakes in the pricing of unsold arrangements 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 arrangements at the time of booking.

All prices quoted or otherwise given to you include all charges and any taxes or government charges which may apply to your booking at the time it is made. You may be required to pay any additional taxes that arise after your booking has been confirmed.

We can pass on to you, in full, after we have confirmed your booking, all costs or charges the owner or service provider makes to us which are connected with your booking, including any price increases due to changes in the exchange rates of currency.

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

We can charge a booking fee for the services we provide in administering your booking. Any booking fee will be stated in our brochure and on our website and will be shown as a separate charge on your confirmation.

4. Offers with a low deposit

Occasionally we make offers giving you the chance to book properties with either no deposit, or a deposit which is lower than usual. We will give you details of any extra terms that may apply to the offer before, or when, you make your booking. You should read these extra terms with these booking conditions as both apply to your booking. If you book a property with either no deposit or one which is lower than usual, you also agree to pay the difference between the amount paid and the usual deposit (see table below), plus any booking fee, ferry or Eurotunnel charges, the cost of any other travel arrangements included in your booking and any travel insurance premiums due, either at the time the balance of your booking is due or, if you cancel, at the time you cancel the booking. If you cancel, you must also pay all other cancellation charges which may apply. Please see section 7 for details on cancellations. You will still have to pay any travel insurance premiums at the time of booking if this is something you have chosen.

We can decide to extend or withdraw any offer at any time, should we wish to do so.

Accommodation Cost Usual Deposit Payment* – booking made on or after 3 December 2018
£0 to £200 £75
£201 to £350 £125
£351 to £500 £175
£501 to £750 £250
£751 to £1000 £300
£1001 to £1500 £400
£1501 to £2000 £500
£2001 to £2500 £750
£2501 and above £1000

*For some bookings we may require a higher deposit amount. The exact deposit amount will be notified to you at the time of booking.

5. Brochure or website details

We aim to make sure that the information provided by owners and service providers is presented accurately on our website, in brochures and other promotional literature or material we produce and provide. It is intended to present a general idea of the arrangements. Not all details of the relevant facilities can be included on our website. Furthermore, there may be small differences between the actual property/arrangements and its description. This is usually because the owners/service providers are always aiming to improve services and facilities. 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 in the brochure or on our website, by our advisers or advertised elsewhere. We make reasonable efforts to make sure that information we give you about your property and its facilities or services, as well as advertised travel and other services, is accurate and complete on the date given. We cannot accept responsibility for any inaccurate, incomplete or misleading information about any property/arrangements or its facilities and services, unless this was caused by our negligence.

Where Wi-Fi is an advertised facility, please note that its provision is subject to availability and network conditions. It may not be available 24 hours a day and is provided for pleasure not for business purposes. Bookings are not accepted if they are wholly reliant on the uninterrupted, unlimited provision of Wi-Fi.

6. ABTA membership

We are a member of ABTA, membership number Y0662 (Accommodation only sales) and L4801 (Packaged holiday sales). Please see section B, clause 2 for details of where financial protection applies to package holiday bookings if we become insolvent. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you ABTA’s scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute. If we can’t resolve your complaint, go to www.abta.com to use ABTA’s simple procedure. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com. You can also access the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of registering your complaint with us; it will not determine how your complaint should be resolved.

7. 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 post or email. We may agree to accept notice over the telephone, but this should be arranged with us first. Also, we cannot guarantee that the owner or service provider concerned will be able to meet your request. Changes can only be accepted in accordance with the owner/service provider’s terms and conditions. You may be asked to pay us an administration charge of £31 for each change or £53 for each change if we have already issued your travel documents. Plus, where the owner/service provider can meet your change request, you will have to pay any costs incurred by them in facilitating this change for you, which will be charged at the current brochure or website price, which may be different from the price in the brochure or website from which you booked your chosen arrangements. Some owners/service providers may treat changes to your dates or property as a cancellation of the original booking and so you will have to pay cancellation charges.

b.) 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. The day we receive your notice by phone to cancel is the date on which we will cancel your booking with the owner. Depending on your reason for cancellation, you may receive a refund of all money you have paid to us for your booking (apart from booking fees and, if it applies, the premium for any personal travel insurance you have arranged with us, any amendment charges, and credit-card charges you have already paid). We will also charge a cancellation administration fee of £53 for each week or part of a week per booking.

The conditions for getting a refund referred to above only apply if the cancellation applies to all members of your party. All prices are for the whole property and not on a per person basis.

Under your contract with the owner, to qualify for a refund you must have one of the following reasons and you may be asked to send evidence:

Please note that all of the above reasons must have arisen after you made your booking and must not have been within your knowledge at the time of your booking. This particularly applies to pre-existing illness.

You may also receive a full refund from the owner if you cannot reach your destination due to snow or flood conditions or as a result of being involved in an accident while on the way there (This only applies if you have made every effort to try and complete your journey. You will need to produce evidence to us from the police or Highways Agency). Although a refund is available in these circumstances, you may prefer to delay your arrival. In these cases, we will give you a 15% refund for each 24-hour delay (up to 72 hours maximum = 45%). For short breaks, we will give you a fixed refund of 45 % for all arrivals delayed for more than 24 hours.

We will ask you to fill in a booking cancellation form which may need signing by a medical practitioner or employer. In this case we may also need you to give us more information/evidence from other people (we will tell you at the time).

The following reasons for cancellation do not qualify for a refund as set out above:

If the reason for cancellation does not fall within one of those given above, for example, you do not want to travel, your leave is cancelled by your employer (other than HM Forces or the police) and so on, you will have to pay a cancellation charge based on the number of days before the arrival date at the property that we receive notice, as shown in the following table. This means that if you have paid the balance of your total holiday cost and then have to, or want to, cancel, you may receive a refund of part of the cost. However, if you have not paid your total booking cost, including any booking fee and the premiums for any insurance (if you have bought this) by the time of your cancellation, you may have to make a further payment to cover the cancellation charge.

For the purpose of the table below, total cost means the total cost of the accommodation booking, including any extra items. You will still have to pay any insurance premiums, booking fees, credit-card charges and administration fees for making any changes. If you have already paid insurance premiums, booking fees, credit-card charges and administration fees, we will not refund these if you cancel.

Cancellation charges

Number of days before the start date of your trip that we receive your notice to cancel (or on which you are deemed to have cancelled) Cancellation charge (plus any booking fees, any insurance premiums or administration fees you owe)
More than 70 days
More than 84 days (properties stated to sleep 10 or more people)
Full deposit (including any balance of the deposit due)
43 to 70 days
43 to 84 days (properties stated to sleep 10 or more people)
50% of the total cost or full deposit (including any balance of deposit due), whichever is greater.
29 to 42 days 75% of total cost
8 to 28 days 90% of total cost
7 days or less 100% of Total cost

If you live outside the UK and have booked through a local agent, the term ‘total cost’ in the above cancellation charges table means the amount paid by your local agent to us after taking off any booking fees, insurance premiums and any administration charge paid to us for making any change. To avoid any doubt, total cost does not include any charges made by your local agent or anyone else for booking fees, flights other travel services or any other amounts not paid to us. Other service providers may charge higher cancellation charges.

c. Cutting short your stay (UK only)

You can also get a refund as set out above if you show that your stay in the UK is cut short for any of the reasons set out in b above. In this case, we will refund the appropriate percentage of the cost of your stay. This only applies if everyone from your party leaves the property. If your stay is cut short for medical reasons affecting any person in your party, you will need to produce a certificate from a local doctor, confirming that they needed to return home.

d. Part cancellations

If only one person in your party needs to cancel, this will not normally affect the total cost of your booking unless you cancel any travel arrangements or extra services which are charged on a ‘per person’ basis. In these instances, the owner may provide a refund of any per person charges remaining after taking off any applicable cancellation charges. If you need to cancel all or part of your trip, you must return all travel tickets or vouchers (for example, for ferries).

8 Cancellations or changes by the owner or service providers

The owners and service providers do not expect to have to make any changes to your booking. However, sometimes problems happen and bookings have to be changed or cancelled or mistakes in websites / brochures or other details corrected. Owners and service providers have the right to do so. If they do, we, on their behalf, will contact you (by phone if reasonably possible in the case of a significant change or cancellation – we will let you know about minor changes by post) as soon as is reasonably practical. We will explain what has happened and let you know about the cancellation or change. However, we will have no further liability to you.

9. Events beyond our control

Unless we say otherwise in these booking conditions, unfortunately we or the owner or service provider will not be legally responsible either jointly or individually for any compensation if we or they are prevented from carrying out our responsibilities under this contract as a result of events beyond our control. This means an event we or they could not, even with all due care, avoid, including:

10 Our legal responsibilities to you (This does not apply to ferry and Eurotunnel inclusive bookings, see section B, clause 4 below.)

As we act only as agents for the owner or service provider, we cannot accept any legal responsibility for any act or neglect on their part or of anyone representing or employed by them. And we cannot accept any liability for any problems or faults with or in any property or travel arrangements as all properties and travel arrangements are only controlled by the owners. Your contract is either with the owner and/or the service provider and is governed by their terms and conditions, which may contain other limits on their legal responsibility. Our responsibilities to you are limited to making the booking in accordance with your instructions. We accept no responsibility for any information about the arrangements that we pass on to you in good faith. If you have any complaints about any services we provide e.g. our booking service (as opposed to the arrangements provided by the owner or service provider), you must let us know immediately in writing and in any event within seven days of the end of any arrangements booked through us. Unfortunately, we cannot accept any legal responsibility if you do not let us know. If we are found to be at fault in relation to any service we provide (as opposed to any service provided by the owner or service provider for whom we are not responsible), we will not pay more than the commission we have earned for the booking (or the appropriate proportion of this if not everyone on the booking is affected), plus any reasonable expenses you cannot recover from elsewhere. We do not exclude or limit what we will be legally responsible for if death or personal injury is caused as a result of our negligence or that of our employees whilst acting in their course of their employment, or for any criminal act we may commit.

Neither we nor the owner can be held responsible for noise or disturbance which comes from beyond the boundaries of the property or which is beyond the owner’s 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 breakdown of mechanical equipment such as pumps, boilers, swimming-pool filtration systems, nor for the failure of public utilities such as water, gas and electricity.

11 Owners and service providers' terms and conditions

The services which make up your holiday are provided by people, firms, companies and other organisations which are totally independent of us and for whom we act as agents. These service providers and owners provide services in line with their own terms and conditions. Some of these terms and conditions may limit or exclude their liability to you, usually in line with international conventions which apply (for example, the Athens Convention for international travel by sea). The terms and conditions are available from the suppliers if you ask.

12. Insurance

We consider it is essential that you have enough travel insurance for your trip. For UK property bookings, we recommend that you take out enough travel insurance to cover you for your total stay. You will find details of the UK Personal Travel Insurance policy we offer on our website. It is your responsibility to ensure that the insurance you purchase is adequate and appropriate for your particular needs. Please read your policy details on receipt and take them with you on holiday.

13 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 the owner or service provider reasonably feels unable to properly meet that person’s particular needs, we can refuse or cancel the reservation.

14. Your property

The owner has set the following conditions on your stay at the property:

Arrival and departure- You can arrive at your property at any time after 4pm (unless we tell you otherwise, for example on your confirmation) on the start date of your rental period. You must leave by 10am on the last day. If your arrival will be delayed beyond 8pm on the start date of your rental period, you must contact the person whose details are given in the location guide. 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 the person whose details are given on the location guide know you are arriving late, we on behalf of the owner may treat your booking as having been cancelled by you. In this situation, we will not refund any money you have paid.

Security deposits - Some owners require payment of a security deposit. If this applies to your chosen property, this is a direct arrangement between you and the owner, which we may or may not administer on behalf of the owner. The amount and details of how the payment should be made and how and when it will be returned (less any costs for breakages, damages etc. if applicable) will be provided at the time of booking.

Behaviour: You and all members of your party agree:

Maximum occupancy - You also must not allow more people than the property description states to stay overnight in the property. You cannot arrange for visitors to the property without the advance consent of the owner. 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.) You must not hold events (such as parties, celebrations or meetings) at the property without the advance consent of the owner. If you do any of these things, the owner can refuse to hand over the property to you, or can repossess it. If the owner does 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. And we or the owner will not be legally responsible to you as a result of this situation. (This will include, for example, any costs or expenses you have to pay due to not being able to stay in the property, such as the cost of finding other accommodation.) Neither we nor the owner are under any obligation to find any alternative accommodation for you.

Pets - Pets are not allowed unless we say so in the brochure/website. If you take a pet with you, it is not allowed upstairs, on beds or furniture, or in any shared facilities, such as swimming pools or shops. You must not leave any pets unattended in the property, including any garden, and you must keep dogs on a lead within the boundaries of a property (including the garden). Registered assistance dogs are allowed in most properties featured in this brochure even if the property description says that pets are not allowed. If you or any member of the party has a pet allergy, we cannot guarantee that dogs, or other pets, have not stayed in your chosen property, even if the owner does not allow pets, nor can we accept any responsibility for any subsequent health reaction. It is your responsibility to make specific enquiries before booking as some property owners may take their own pets to a property. You should also read the information on taking pets on holiday included in our brochure or on our website. If there is a charge for taking a pet, you will be told at the time of booking.

No Smoking: all properties are no smoking (including E-cigarettes). You must not smoke or use E-cigarettes inside the property, or any area around the property where a “no smoking” sign is displayed.

15. Damage

You are responsible for and agree to reimburse to the owner and us all costs incurred by the owner and/or 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. The owner and/or we can ask for an extra payment from you to cover any such costs.

The owner expects the accommodation to be left in a reasonable state on departure. If in the owner’s or caretaker’s opinion, additional cleaning is required, you will be liable to the owner for the cost of this cleaning.

You may need to check and sign an inventory of the property and its contents on arrival at the property. If you discover that anything is missing or damaged on arrival please notify the owner/key holder immediately.

16. Right of Entry

The owner is 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, the owner’s own terms and conditions or any other terms that apply to your booking and/or the property. The owner or its representative also is allowed to enter the property to inspect it (including but not limited to where you have complained about the property). If this happens, you will be given reasonable notice first.

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

17. Unreasonable behaviour

The owners of all properties can refuse to hand over their property if the unreasonable behaviour of anyone in your party is likely to cause offence to other guests, to members of staff or to neighbours, or if the owner has 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 the owner will end and you will not receive any refund and neither we nor the owner will have any further responsibility to you.

The owners of all properties 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, residents, neighbours or members of staff or where you or any member of your party (or anyone invited into the property by you) has broken or is likely to break any of these booking conditions, the Owner’s terms and conditions or any other terms and conditions applicable to the property which you have been told about. 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 the owner has as a result of your behaviour as set out in clause 15.

18. Special requests

If you have any special requests, you must let us know when you make a booking and confirm them in writing. Although we will try to pass any reasonable requests on to the owner or service provider (whichever applies), we cannot guarantee that any request will be met. Confirmation that we have noted a special request or passed it on to the owner or service provider, or of the fact it is shown on your written confirmation or any other document, is not confirmation that the request will be met. If we or the owner or service provider fail to meet any special request, it will not mean we or they have broken your contract.

19. Complaints (This does not apply to ferry and Eurotunnel inclusive bookings.)

If you want to complain, we, together with the owner, will want to take action to sort your complaint as soon as possible. Because the contract for your property is between you and the owner, you should put any queries or concerns to them. It is essential that you contact the owner or their representative 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 properly unless the owner is told promptly. If you discuss the problem with the owner or their representative 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 has been prepared or the heating not working) cannot possibly be investigated unless registered during your stay. If you cannot contact the owner or their representative, or if you are not happy with their response, you should immediately phone our Customer Services Line on the number shown on your confirmation.
If, after this, you feel that the problem has not been dealt with to your satisfaction, you must, within 28 days of returning from your stay, put your complaint in writing to us. We will then pass this on to the owner. Send your email to customercare@bluechipholidays.co.uk . Or you can send a letter to our office at Blue Chip Holidays, 1 Cranmere Court, Lustleigh Close, Exeter, Devon EX2 8PW marked for the attention of the Customer Care Team. We have designed this procedure to make sure we can sort out complaints as quickly as possible. Please help us and the owner to help you by following this procedure. If you fail to do so, this may affect your entitlement to claim compensation if this would be appropriate.
As we act only as an agent for the owner, we cannot accept any legal responsibility for your accommodation or personal property. If we help to sort out a complaint, we are doing so as an agent only and will have no legal responsibility to you for any refund or compensation.

Please note that we offer an Alternative Dispute Resolution service through our ABTA membership. Please see clause 6 for further details. You can also access the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/.

20. Governing law & 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.

21. Communicating with you

Please see our Privacy Notice which explains how we will process your personal data. Our Privacy Notice can be found on our websites.

For the purposes of the Landlord and Tenant Act 1987, you can send any notices intended for the owner to our registered office address Spring Mill, Earby, Barnoldswick, Lancashire, BB94 0AA and we will forward these on to the owner. Section B: Ferry and Eurotunnel inclusive bookings only Where your booking includes accommodation plus a ferry or Eurotunnel crossing, the following extra information applies to your booking:

B1) Pricing

All prices quoted or which we have told you about include all charges and any taxes or government charges that apply to your holiday at the time of booking. We worked out the accommodation prices shown in our brochures and on our website based on the known costs and on an exchange rate of £1 to 1.17 euro for 2018 bookings and £1 to 1.145 euro for 2019 bookings.

We keep the prices charged by the owner or service provider under constant review and the prices of arrangements may be increased or reduced at any time. Ferry and Eurotunnel prices shown on our websites or in our brochure are provided by suppliers and may also be amended at any time before purchase.

We may also correct mistakes in the pricing of unsold arrangements 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 arrangements at the time of booking.

When we confirm the price of your chosen arrangements at the time of booking, except where we have to correct any mistakes, we will only increase or reduce the price of your confirmed booking due to changes in:

We will pass on any increase or reduction by either charging you more or giving you a refund, as applicable.

You will be charged for the amount of any increase in accordance with this clause, plus an administration charge of £1.00 per person. If this means that you have to pay an increase of more than 8% of the cost of your holiday (not including insurance premiums and any amendment charges), and you do not wish to pay this increase you will be entitled to cancel your booking and receive a full refund of all money you have paid us (except for any amendment charges). Or, you can buy another holiday from us if we are able to offer one (if this is of equivalent or higher quality you will not have to pay more but if it is of lower quality you will be refunded the difference in price).

In the above circumstances you have 14 days from the issue date printed on our invoice to tell us if you want to cancel your holiday or buy another holiday. If you do not tell us that you want to cancel or buy another holiday within this time, we will assume that you will pay the extra charge. You must pay this with the balance of the cost of the holiday or within 14 days of the issue date printed on the invoice, whichever is later.

If, due to the charges mentioned above, the price of your holiday goes down we will pay you any refund due. However, please remember that we do not always buy travel arrangements in local currency and some obvious changes have no effect on the price of your travel due to contractual and other protection in place.

We promise not to send you an invoice for an extra charge within 20 days of the start of your holiday. We will not make any refunds within this period either.

B2) Your financial security



We provide full financial protection for our package holidays which don’t include flights, by way of a bond held by ABTA Limited, of 30 Park Street, London, SE1 9EQ. our ABTA membership number is Y0662 (Accommodation only sales) and L4801 (Packaged holiday sales)]. Please visit www.abta.com for further information. Please see clause 6 of section A for full details of our ABTA membership.

B3) Cancellations or changes made by us

It is unlikely that we will have to make changes to your booking arrangements but occasionally, as we make the arrangements for your bookings many months ahead, we may have to make changes both before and after bookings have been confirmed. Or, we may have to cancel confirmed bookings. While we always try to avoid changes and cancellations, we can make cancellations or changes at any time and must reserve the right to do so.

Occasionally we have to make a ‘significant change’ such as a change of property to that of a lower standard, changing the departure time by more than 12 hours or a change of resort/area. If we need to do this, we will let you know as soon as possible before you leave. We treat all other changes as minor. As a result, we will decide whether to let you know about them.

If we have to make a significant change or cancel your booking, and as long as there is time to do so before the departure date, we will offer you three options:

You must notify us of your choice within 7 days of our offer. If we do not hear from you within 7 days, we will contact you again to request notification of your choice. If you fail to respond again within the time period stipulated within our notice, we reserve the right to assume you accept the changed or alternative arrangements. The options shown above are not available if any change is a minor one or if the change or cancellation by us arises out of alterations to the confirmed booking which you have asked for or your failure to pay the balance of your booking cost by the due date notified to you.

In addition to a full refund of all monies paid by you, we will pay you compensation as detailed below (except to infants), in the following circumstances:

- If, where we make a significant change, you do not accept the changed arrangements and cancel your booking; - If we cancel your booking and no alternative arrangements are available.

Number of days before you leave when we tell you (or your travel agent) about a significant change to or cancellation of your confirmed holiday Compensation per party
More than 70 days £0
43 to 70 days £25
29 to 42 days £40
15 to 28 days £80
14 days or less £100

Compensation will not, however, be payable and no liability, beyond offering the above mentioned choices, can be accepted where:

a. we are forced to make a change or cancel as a result of unavoidable and extraordinary circumstances, meaning any event beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken. These circumstances may include, but are not limited to, those listed under ‘Events beyond our control’ in clause 9 of Section A; or
b. we cancel as a result of your failure to comply with any requirement of these booking conditions entitling us to cancel (such as paying on time); or
c. we make a minor change; or
d. we make a significant change or cancel your arrangements more than 10 weeks before departure; or
e. where the change or cancellation by us arises out of alterations to the confirmed booking requested by you; or
f. where we make a significant change and you accept those changed arrangements or you accept an offer of alternative travel arrangements.

The table above sets out the most we will pay under this clause. We are sorry that we cannot meet any expenses or losses you may suffer as a result of inconvenience suffered.

Very rarely, we may be forced by make a change or cancel as a result of unavoidable and extraordinary circumstances, meaning any event beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken. These circumstances may include, but are not limited to, those listed under ‘Events beyond our control’ in clause 9 of Section A. If this situation does occur, we regret we will be unable to make any refunds (unless we obtain any from our suppliers), pay you compensation or meet any costs or expenses you incur as a result.

If we become unable to provide a significant proportion of the services that you have booked with us after you have departed, we will, where possible, make alternative arrangements for you at no extra charge and, where those alternative arrangements are of a lower standard, provide you with an appropriate price reduction.

B4) Our legal responsibility to you

We will accept responsibility for your holiday as an ‘organiser’ under the Package Travel and Linked Travel Arrangements Regulations 2018. Depending on the other conditions of this clause B4, we accept responsibility for making sure that we supply your travel arrangements, which you book with us, as we have described. If, after you leave for your trip, any part of your arrangements are not provided as promised, due to the negligence of our employees, agents or suppliers, and we don’t remedy or resolve your complaint within a reasonable period of time, we will pay you appropriate compensation, if this has affected the enjoyment of your trip. However, (except where you have suffered personal injury or death), we will not pay more than three times the value of the booking (or the relevant part if not all the booking is affected). The level of compensation will take into account all relevant factors, including the price of the holiday, any steps it was reasonable for you to take to reduce, as far as possible, the inconvenience or damage suffered (such as following the complaints procedure) and how much the problem affected your overall enjoyment of the holiday. Please note that it is your responsibility to show that we or our supplier(s) have been negligent if you wish to make a claim against us.

Before we pay you any compensation, you must make any complaint or claim strictly in line with clause B7. You must also transfer your legal rights you may have against anyone else in connection with your claim. You must co-operate with us and our insurers in this.

In all claims we will not be legally responsible if the alleged loss, injury or damage results from any of the following:

Where it is impossible for you to return to your departure point as per the agreed return date of your package, due to “unavoidable and extraordinary circumstances”, we shall provide you with any necessary accommodation (where possible, of a comparable standard) for a period not exceeding three nights per person. Please note that the 3 night cap does not apply to persons with reduced mobility, pregnant women or unaccompanied minors, nor to persons needing specific medical assistance, provided we have been notified of these particular needs in advance. For the purposes of this clause, “unavoidable and extraordinary circumstances” means warfare, acts of terrorism, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination.

Important notice on the limits of our legal responsibility
For international travel by sea and rail, we will limit our legal responsibility in all cases as if we were carriers under the appropriate conventions, which include; The Athens Convention (for sea travel); The Berne/Cotif Convention (for rail travel) and The Paris Convention (for accommodation arrangements) and any applicable EU Regulations, such as 261/2004 (for travel by air) and 1117/2010 (maritime passenger rights). We are not a carrier for the purposes of EU 1177/2010 – any queries or claims for that regulation should be directed to your carrier. You can ask for copies of these conventions and regulations from our offices. Please contact us. You must also agree that the operating carrier or transport company's own 'conditions of carriage' will apply to you on that journey. When arranging transport for you, we rely on the terms and conditions in these international conventions and those 'conditions of carriage'. You must accept that all the terms and conditions in those 'conditions of carriage' form part of your contract with us, as well as with the transport company.

Please note, we cannot accept any liability for any damage, loss or expense or other sum(s) of any description: (a) which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you; or (b) relate to any business.

If we are found legally responsible for loss of or damage to any luggage or personal possessions (including money), the most we will have to pay you and your party is £25 per person, as you are required to have adequate insurance in place to cover this kind of loss.

B5) Passports and visa information for package bookings

A passport is required for the overseas destinations that we feature. Photo identification may be required by airlines and ferry companies even if you are travelling within the UK – e.g to Northern Ireland, please check with the transport provider. The passport, visa and health requirements which apply, at the time of printing, to British citizens are shown in our brochures and on our website and we provide a link to up-to-date information from our website. You can find everything you need to know about your travel requirements at www.gov.uk/foreign-travel-advice and www.gov.uk/knowbeforeyougo

It is your responsibility to make sure that you and all members of your party have all the travel and health documents you need before you leave. You are responsible for paying all costs in getting these documents. You must make sure that you apply for a passport/visa in good time before your trip. If failure to have or supply any travel or other documents needed results in fines, charges and so on which we or the owner or service provider have to pay, you will be responsible for refunding us. If you cannot travel because of such failure, neither we, the owner or service provider will be legally responsible to you.

We can ask for any personal details, including passport numbers, if we need to do so.

Exit checks at UK borders for ferry/Eurotunnel travellers – all transport operators need to see the passports of all those travelling when you leave the country. You should allow enough time for this process when planning your journey. Some transport operators may require you to provide advanced passenger information (API) to them before you arrive at port. If this applies to your booking, we will write this on your confirmation documents. You are responsible for providing this information for all passengers and we will not accept any legal responsibility if you fail to do so.

If you or any member of your party is not a British citizen or holds a non-British passport, you must check passport and visa requirements with the embassy or consulate of the country or countries you will travel to or through.

B6) If you change or cancel your booking – This clause applies to ALL overseas bookings and to bookings which include ferry and Eurotunnel crossings

Full cancellations If you have to, or want to, cancel your booking, you must phone us on the number shown on your booking confirmation as soon as possible. You must also immediately confirm your cancellation in writing, sent by recorded delivery, to us at the address shown in the brochure or on the website. The day we receive your notice by phone is the date on which we cancel your booking. If you cancel, we will make a cancellation charge, as shown in the table below. This means that if you have paid the balance of your total cost and then have to, or want to, cancel, you may receive a refund of part of the cost. However, if you have not paid your total cost, including the premiums for any insurance (if this applies), by the time of your cancellation, you may have to make a further payment as a cancellation charge.

For the purpose of the table below, 'total cost' means the total cost of the booking, including any extra items. You will still have to pay any insurance premiums, ferry or Eurotunnel charges, booking fees and administration fees for making any changes. If you have already paid insurance premiums, ferry or Eurotunnel charges, booking fees and administration fees, we will not refund them if you cancel.

If they are prevented from travelling, individual party members may be able to transfer their place to someone else introduced by you, subject to the following conditions:

- we are notified not less than 7 days before departure;
- you pay any outstanding balance payment, an amendment fee of £31 for each change or £53 for each change if we have already issued your travel documents., as well as any additional fees, charges and other costs arising from the transfer; and
- the person to whom the booking is being transferred agrees to these booking conditions and all other terms of the contract between us.

You and the transferee remain jointly and severally liable for payment of all sums. If you are unable to find a replacement, cancellation charges as set out in this clause will apply in order to cover our estimated costs. Otherwise, no refunds will be given for passengers not travelling or for unused services.

NB - Most service providers do not allow name, time or other changes after tickets have been issued. In the case of ferry and Eurotunnel bookings, you may need to buy new tickets at a higher price.

Cancellation charges

Number of days before the start date of your trip that we receive notice to cancel or on which you fail to make a payment Cancellation charge (plus all booking fees, ferry or Eurotunnel charges, insurance premiums or administration fees you owe)
More than 70 days More than 84 days (properties stated to sleep 10 or more people) Full deposit (including any balance of deposit due) plus the total cost of any ferry or Eurotunnel booked
43 to 70 days 43 to 84 days (properties stated to sleep 10 or more people) 50% of the total cost or full deposit (including any balance of deposit due), whichever is greater, plus the total cost of any ferry or Eurotunnel booked
29 to 42 days 75% of total cost, plus the total cost of any ferry or Eurotunnel booked/td>
8 – 28 days 90% of total cost, plus the total cost of any ferry or Eurotunnel booked
7 days or less 100% of total cost

Other service providers may make higher cancellation charges. Please also see clause 12, insurance.

The cancellation charges above have been calculated as a genuine pre-estimate of the losses we would incur in the event you cancelled your holiday within the stipulated time period.

Cancellation by You due to Unavoidable & Extraordinary Circumstances: You have the right to cancel your confirmed holiday before departure without paying a cancellation charge in the event of unavoidable and extraordinary circumstances occurring at your holiday destination or its immediate vicinity and significantly affecting the performance of the holiday or which significantly affects transport arrangements to the destination. In these circumstances, we shall provide you with a full refund of the monies you have paid but we will not be liable to pay you any compensation. Please note that your right to cancel in these circumstances will only apply where the Foreign and Commonwealth Office advises against travel to your destination or its immediate vicinity. For the purposes of this clause, “unavoidable and extraordinary circumstances” means warfare, acts of terrorism, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination.

B7) Complaints

If you have a problem while you are abroad, you must let the relevant owner or service provider (for example ferry operator) know immediately so that the matter can be put right. If the owner or service provider cannot sort out the problem to your satisfaction at the time, you must also contact us immediately by phoning the Customer Service line on the number shown on your confirmation, so that we have the chance to help. If a complaint cannot be sorted out at the time, you must write to us within 28 days of returning to the UK, quoting the original booking reference and giving all relevant information. If you do not take these steps, it will prevent our ability to sort out the problem or investigate it fully and, as a result, your rights under the contract may be affected

Send your email to customercare@bluechipholidays.co.uk Or you can send a letter to our office at Blue Chip Holidays, 1 Cranmere Court, Lustleigh Close, Exeter, Devon EX2 8PW marked for the attention of the Customer Care Team.

We cannot accept legal responsibility for any claims which you do not let us or our owners or service providers know about strictly in line with this clause.

Please note that we offer an Alternative Dispute Resolution service through our ABTA membership. Please see clause 6 for further details. You can also access the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/.

B8) Prompt Assistance

The Package Travel and Linked Travel Arrangements Regulations 2018 provide that in the event that you experience difficulty for any reason, we will offer you such prompt assistance as is appropriate in the circumstances. In particular, we will provide you with appropriate information on health services, local authorities and consular assistance, and provide assistance with distance communications and finding alternative travel arrangements. Where you require assistance which is not owing to any failure by us, our employees or sub-contractors, we will not be liable for the costs of any alternative travel arrangements or other such assistance you require. Any supplier, airline or other transport supplier may however pay for or provide refreshments and/or appropriate accommodation and you should make a claim directly to them. Subject to the other terms of these conditions, we will not be liable for any costs, fees or charges you incur in the above circumstances, if you fail to obtain our prior authorisation before making your own travel arrangements. Furthermore, we reserve the right to charge you a fee for our assistance in the event that the difficulty is caused intentionally by you or a member of your party, or otherwise through your or your party’s negligence.

The prices and booking conditions displayed supersede all those previously published and apply only to new bookings made on or after 3rd December 2018.

Prices and booking conditions may be updated, changed or varied subsequently. Please see our website for the latest details.

Vacation Rentals (UK) Ltd
Registered office:
Spring Mill, Earby, Barnoldswick, Lancashire BB94 0AA

Company registration number: 00965389
VAT registration number: GB 598 2299 77

Booking Conditions - For Bookings Made Up to 3/12/18

1. The Parties

The Agent: means Blue Chip Holidays Ltd, incorporated and registered in England and Wales with the company number 4159187 whose registered office is at 1 Cranmere Court, Lustleigh Close, Exeter, Devon, EX2 8PW. Our VAT number is 799571454.

The Owner: means the owner of the Property (or their designated representative).

The Tenant: means the person booking a holiday in accordance with these Conditions.

2. Agreed Terms

The definitions and rules of interpretation in this Clause 2 apply to these Conditions.

Commencement Date: means the date of the commencement of the holiday as confirmed by the Agent.

Departure Date: means the date of the end of the Holiday as confirmed by the Agent.

Deposit: means the deposit amount requested by the Agent.

Holiday: means the period from 3.00.p.m. on the Commencement Date until 10.00 a.m. on the Departure Date unless otherwise stated in the Promotion Material or agreed by the Agent.

Holiday Rental: means the total fee payable for the holiday inclusive of the Deposit, but exclusive of any security deposit and any other property specific extras.

Notice in Writing: Means notice by post or e-mail to the offices of the Agent or to the last address given by the Owner to the Agent for the purpose of correspondence.

Promotion Material: means all paper and electronic media produced by the Agent to market the Property. It does not include any material produced by third parties.

The Property: means the Owner’s property as described in the Promotion Material.

3. Nature of the Agreement

3.1 The Agent acts as booking agent for the Owners of the Properties shown in the Promotion Material. The Tenant, by booking the Property through the Agent, enters into a Contract with the Owner of that Property subject to these Conditions. For the avoidance of doubt, the Agent is not the principal. 3.2 A Licence under these conditions is granted by the Owner to the Tenant for the purposes of holiday accommodation, as defined in schedule 1, paragraph 9 of the Housing Act 1988 and is not intended to create a relationship of Landlord and Tenant between the parties. The Tenant shall not be entitled to a tenancy, or to an assured shorthold or assured tenancy, or to any statutory protection under the Housing Act 1988 or to any other statutory security of tenure now or when the Holiday ends. If the Tenant or any member of the Tenant’s party fails to vacate the Property after the Holiday the Owner shall be entitled, apart from other remedies, to charge the Tenant a fee proportionate to the Holiday for the continued period of occupation.

4. Accessibility

Due to the unique nature of many of the properties advertised in the Promotion Material the Agent is unable to guarantee that they are suitable for disabled access. The Tenant is therefore advised that all properties which are suitable for disabled access will be advertised as such in the Promotion Material and an access statement can be supplied on request. If the Tenant is in any doubt as to the suitability of the Property they are strongly recommended to contact the Agent at the earliest possible opportunity.

5. Pets

5.1 No pets are permitted in the Property except where:

(a) the Property description allows a particular type of pet at the Property; or

(b) an assistance dog is required by a Tenant or a member of the Tenant’s party, and this has been communicated to the Agent at the time of booking or immediately thereafter if such booking was made online. In such circumstances, the assistance dog’s identification book must be presented to the Agent upon request.

5.2 Under no circumstances should the number of such pets exceed that which has been permitted by the Agent or Property.

5.3 A fee (specified at the time of booking) per pet will be payable in respect of each week or part week occupation.

5.4 Pets are not allowed on the furniture or in any bedrooms within the Property. Further restrictions may apply, please contact the Agent to discuss.

5.5 Pets must: (a) not be left alone at the Property at any time; (b) be house trained; and (c) be at least 6 months old.

5.6 The Tenant is responsible for cleaning up after their pet and removing as much pet hair as possible from the Property by the end of the Holiday. If in the reasonable opinion of the Agent the Property requires additional cleaning following a pet’s stay (including but not limited to removal of pet hairs and carpet cleaning), this will be charged to the Tenant.

5.7 Tenants are advised that even where the Property does not accept pets, it cannot be guaranteed that the Property has not had animals in it in the past.

6. Right to Occupy, Party Size and Late Arrival

6.1 The Owner permits the Tenant and the Tenant’s party (but no more than the number of people stated in the Promotion Material) to occupy the Property for a Holiday, payment for which is required in advance, together with the use of furnishings, kitchen equipment, crockery, glass, etc. Bed linen and towels (but not beach towels) will be supplied in the Property, unless otherwise stated.

6.2 The Tenant must certify when completing or confirming the booking that they are over 18 years of age. The Tenant must be a member of the occupying party and be authorised to agree to these Conditions on behalf of all party members. The Tenant agrees to take responsibility for all members of the party (including any additional invitees to the Property) including any payments, default or change in personal circumstances. The Owner reserves the right to terminate this Contract without prior notice should the Tenant be in breach of any requirement as stated in this clause 6.2.

6.3 The Tenant’s right to occupy the Property may be forfeited without compensation or an additional charge made should the Tenant allow more guests to occupy the Property than stated on the booking form or should any additional overnight guests be entertained without the Owner’s express permission.

6.4 The use of the Property for the purposes of a hen/stag party is not permitted unless agreed in writing by the Owner or the Agent.

6.5 The Property is available for occupation no earlier than 3.00 p.m. on the day of arrival and must be vacated by 10.00 a.m. at the latest on the day of departure. If these times differ on a specific property, the time will be detailed on the Tenant’s confirmation documents.

6.6 If the Tenant arrives outside office hours the Agent will make every effort to ensure that the keys are available provided that notice of late arrival is given. The Agent accepts no liability if the Tenant cannot gain access to the Property if no notice is provided. The Agent strongly suggests that the Tenant arrives during office hours whenever possible or notifies the Agent of a late arrival with sufficient notice.

7. Booking and Payments

7.1 A booking is only accepted by the Agent by the supply of all required booking details via website, fax or telephone.

7.2 All bookings must be accompanied by the Deposit and fee for extras (where applicable) or, if the booking is made less than 56 days before the Commencement Date, the total Holiday Rental together with the fees for extras (where applicable). The Agent will then confirm the booking in writing, whereupon (if the total fees have not already been paid) the Tenant is liable for the total Holiday Rental, which must be paid at least 56 days before the Commencement Date without further demand. If the full balance of the Holiday Rental sum is not received by the Agent 56 days prior to the Commencement Date, the Deposit will be forfeited and the Property will be re-let.

7.3 Bookings taken under the payment plan scheme require a Deposit upon confirmation of the booking. Subsequent payments will be automatically debited in accordance with the date specified in the plan. If any payments fail, the Agent will contact the Tenant to collect this from an alternative card, any payments that remain outstanding more than 14 days after the specified date will cause the booking to be cancelled and all amounts paid to date will not be returned to the Tenant. The final payment must be received on the date set out in the payment plan. Upon cancellation of a booking, the Agent will collect an amount up to the total of our standard deposit.

7.4 If the Tenant varies the terms of booking after the Deposit has been paid and the booking confirmed in writing, the Agent reserves the right to make a reasonable additional charge of £25 in respect of any added administrative work required as a result of the variation.

8. Cancellation

8.1 When a Deposit has been paid and the booking confirmed in writing the Tenant is liable for the balance of the Holiday Rental for the period booked. All payments including the Deposit, any extras and subsequent Holiday Rental payments are non-refundable.

9. Property Description

9.1 The Agent works closely with the Owner to ensure that all properties within the Promotion Material are fairly and accurately described. Occasionally an Owner will make changes to the set-up of their property after publication of the Agent’s Promotion Material for which the Agent cannot be held responsible. Where these changes materially alter the nature of a booking the Agent will contact the Tenant in writing informing the Tenant of the nature of the changes.

9.2 Where facilities such as internet access are offered, this is an indication that such services are available however no guarantees are made over the speed and quality of the service.

9.3 By placing a booking with the Agent, the Tenant confirms that they have read the full property description and any notifications held within.

10. Tenant’s Obligations

10.1 The Tenant must:

10.1.1 allow the Owner or the Agent or its authorised representatives to enter the Property to inspect the state of it and to carry out any necessary works of maintenance or repair, at all reasonable times upon 24 hours prior notice or in the event of emergency at any time without notice, causing as little inconvenience to the Tenant as is reasonably practicable and making good any damage caused to the Property and to the Tenant’s property;

10.1.2 keep the Property and all furniture, fittings and contents in the same state of repair and condition as at the commencement of the holiday. All damage, breakages or equipment failure in the Property or to its contents must be reported to the Agents as soon as is reasonably practicable. The Agent will make reasonable endeavours to repair the damage as soon as is practicable, however there is no guarantee that the repairs will be affected during the Holiday period. Should any damage to the Property be caused by any act or omission of the Tenant then the Tenant shall be liable for the cost of replacement or repair of any such item. The Tenant agrees to notify the Agent of any such damage as soon as is reasonably practicable and the Agent shall notify the Tenant of the cost of any such replacement or repair within 14 days of the damage being reported. Any repair or replacement shall be to the original standard. Should any damage caused by an act or omission of the Tenant result in a cancellation of a future booking of another tenant then the Tenant shall be held liable for all consequential losses related thereto;

10.1.3 not do anything that may reasonably be considered to cause a nuisance or annoyance to the Owner or to any other occupier of adjoining properties;

10.1.4 not to do or permit any acts that would make any insurance policy on the Property void or voidable or increase the premium;

10.1.5 be responsible for placing any rubbish in the correct bags and location for collection as per the individual property’s waste collection instructions. The Agent reserves the right to pass on any charges resulting from incorrect disposal of rubbish;

10.1.6 not smoke inside the property, or any area around the property where a ‘no smoking’ sign is displayed. Smoking is strictly prohibited in all of the properties listed on this website.

10.2 In the event that there is a dispute between the Parties and the Tenant is found at fault then the Tenant shall be responsible for meeting the Owner’s and Agent’s reasonable costs (and if applicable legal fees).

10.3 The Owner or the Owner’s nominated representative reserves the right to repossess the Property in the event that any of the requirements as stated in clauses 10.1.1 to 10.1.6 inclusive are breached. The Owner further reserves the right to repossess the Property if excessive damage is caused by the Tenant or by a member of the Tenant’s party.

10.4 Declare any special requirements to a member of the Agent’s team before the booking is placed. It is the Tenant’s responsibility to make the Agent aware of any allergies, mobility issues or other considerations that may require consideration at the time of booking

11. Security Deposits

11.1 Certain properties marketed by the Agent require that a security deposit is paid in respect of the contents and general condition of the Property. Should this deposit be required the monies shall be held by the Agent until such a time (usually 7 days after completion of the Holiday) as the Agent or Owner has inspected the Property. The balance will then be returned to the Tenant (less any deductions). A copy of the Agent’s security deposit policy document shall be made available at the Agent’s registered office or supplied to the Tenant upon written request.

12. Holiday Insurance

12.1 Once a Tenant has made a booking then he becomes liable to the Owner for the Deposit and balance of the Holiday Rental as more fully described in clauses 7 and 8 of this agreement. The Tenant is strongly recommended to secure holiday insurance, which may be procured (subject to availability), through the Agency, or secured through the broker of the Tenant’s choice.

12.2 The Agent is an appointed representative of ITC Compliance Limited which is authorised and regulated by the Financial Conduct Authority (their registration number is 313486) and which is permitted to advise on and arrange general insurance contracts.

13. Damage to the Property

13.1 The Tenant shall be liable for the full cost of any damage which the Tenant or a member of its party, or its additional guests or invitees cause to the Property in connection with a booking (being before, during or after a Holiday).

13.2 In the event the Tenant or a member of its party, or its guests or invitees cause any damage to the Property, the Tenant acknowledges and agrees that the Agent may deduct the cost of rectifying such damage from the Tenant’s security deposit or may debit the Tenant’s credit or debit card up to the value of the damage caused. A copy of the Agent’s damages policy document shall be made available by the Agent upon written request.

14. Behaviour

14.1 The Tenant, and its guests and invitees, agree:

a. To keep the Property clean and tidy
b. To leave the Property in a similar condition to how the Tenant found it
c. To behave in a way, at all times while at the Property, which does not break any law
d. Not to use the Property for any illegal or commercial purpose
e. Not to sublet the Property or any part thereof or otherwise allow anyone to stay in it who the Agent has not previously accepted on behalf of the Owner as a member of the Tenant’s party
f. Not to behave in an anti-social manner, breach the peace or otherwise act in a way which may disrupt of affect the enjoyment of others
g. To enable the Owner to access the Property, if required during the Holiday

15. Complaints

15.1 If the Tenant has a complaint in respect of the Property then this must be reported to the Owner’s designated property manager (or the Agent if the property manager is unavailable) within 24 hours of the issue arising, to ensure sufficient time is allowed to investigate and/or take the necessary remedial action. No compensation will be offered to a Tenant by the Agent or Owner should the Tenant deny the Owner or Agent the opportunity to rectify the issue during the Holiday. If the issue is not resolved to the Tenant’s satisfaction during their stay, they must contact the Agent within 14 days of their departure date.

15.2 The Agent will act on a goodwill basis as arbiters between the Tenant and the Owner to resolve any dispute but cannot be held liable if one or both parties are dissatisfied with the outcome.

15.3 Neither the Owner nor the Agent accepts responsibility for work taking place outside the boundary of a Property, or for noise or nuisance resulting from third party activity over which the Owner or the Agent has no control

16. Property Unavailable Before Holiday Period

In the event that the Property becomes unavailable for reasons beyond the control of the Agent, the Agent will make every effort to find a suitable alternative property for the Holiday Period, but otherwise the Holiday Rental and any other sums paid by the Tenant will be refunded. The Tenant will have no further claim against the Owner or the Agent.

17. Early Termination

This Agreement may be cancelled before the end of the Holiday by the Agent giving the Tenant notice only in the event that the Tenant is in material breach of the terms of these Conditions, or by reason of fire or some other catastrophic event of a type covered in an insurance policy. In the case of cancellation other than by reason of the Tenant’s default the Agent shall return to the Tenant the appropriate proportion of the Holiday Rental attributable to the unexpired portion of the Holiday.

18. Liability

18.1 Neither the Owner nor the Agent shall be liable for any death or personal injury occasioned to the Tenant or member of the Tenant’s party, or its additional invitees or guests, unless such death or personal injury is a direct result of an act of negligence or breach of statutory duty by the Owner or by the Agent or any of their employees (providing they were at the time acting in the course of their employment).

18.2 The Tenant must take all necessary steps to safeguard personal property. No liability is accepted by the Owner or by the Agent in respect of damage to, or loss of, such personal property except where the damage or loss is caused by any act of negligence or breach of statutory duty by the Owner or by the Agent or that of any of their employees (providing they were at any time acting in the course of their employment). The Agent acts only as an Agent for the Owner, as such the Agent cannot accept any liability for any act of negligence or breach of statutory duty by the Owner or anyone representing, or employed by, the Owner.

18.3 The Agent reserves the right to charge a callout fee of £25.00 per hour either in the event that the Tenant wishes the Agent to attend the property outside of normal working hours or that the keys to the Property have been mislaid and the Tenant requires access. This hourly charge does not include the replacement of any lost keys.

18.4 Except in respect of death or personal injury, if the Owner or the Agent is found liable to the Tenant on any basis, the maximum liability of the Owner or the Agent to the Tenant is the amount of the Holiday Rental. Neither the Owner nor the Agent shall be liable to the Tenant by reason of any representation (unless fraudulent), or any implied warranty, condition or other term, or any duty at common law, or under the expressed terms of contract, for any loss of profit or any indirect, special or consequential loss, damage, costs, expenses or other claims (whether caused by the negligence of the Owner or the Agent, their representatives or agents or otherwise) which arise out of or in connection with these.

18.5 Every effort is made to ensure all items of equipment described and supplied by the Owners are in good working order; however no guarantee is given or liability accepted if breakdowns occur before or during a holiday. Whilst the Agent and/or Owner will endeavour to organise repairs or replacements as quickly as possible, delays may occur, particularly during the main season.

18.6 Nothing in these Conditions affects liability for death or personal injury caused by the Owner’s or Agent’s negligence or for fraudulent misrepresentation, or statutory rights as a consumer.

19. Data Protection

19.1 Please see the Agent's Privacy Notice which explains how the Agent will process your personal data

20. Third Party Rights

20.1 A person who is not a party to this agreement shall not have any rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of this agreement, but this does not affect any right or remedy of a third party which exists, or is available, apart from that Act.

20.2 The rights of the parties to terminate, rescind or agree any variation, waiver or settlement under this agreement is not subject to the consent of any person that is not a party to this agreement

21. Applicable Law and Jurisdiction

These Conditions shall be governed by and construed in accordance with English Law and the parties submit to the exclusive jurisdiction of the English Courts

22. Clause Headings

Clause Headings are inserted for convenience and are to be ignored for the purposes of construction.

These Booking Conditions apply to Holiday bookings placed before 3rd December 2018.

×