Terms and Conditions
Please read the following Terms and Conditions before making a booking: *Updated 11 May 2020. In particular, we draw your attention to clause 1.5 below, relating to Covid 19.
Coastal and Country Retreats
Terms and Conditions
Importance of these terms
1.1.1. These terms (the “Terms and Conditions”) apply to any booking you place through our website at https://www.coastalretreats.co.uk (the “Website”) or direct with us over the phone or in person for the rental of a property (a “Holiday”).
1.1.2. We recommend that you read these Terms and Conditions carefully as they include important rights and obligations for you and us.
1.1.3. We recommend that you print a copy of these Terms and Conditions and keep them for future reference.
1.2. Contacting us
If you want to ask us anything about the services available through the Website, enquire about your booking, or send us any information or notice under these Terms and Conditions, please e-mail us at email@example.com or call us on 0191 285 1272. Our contact details are also found at the bottom of this page.
1.3. Our communications with you
We will normally communicate with you by phone or by sending any confirmation, notice and any other message to the e-mail address you have given us. You should assume that will be the case unless we agree or notify you otherwise.
1.4. Your statutory rights
Nothing in these Terms affects your statutory rights.
1.5 Covid-19. Your attention is drawn to this term.
You acknowledge and understand that over the coming months there is the risk of further government travel restrictions due to Covid-19.
Where you choose to book a holiday with us with start dates from 3 July 2020 onwards, you agree and acknowledge that there is an increased risk of you being unable to take the holiday on that date due to ongoing or new travel restrictions from the government due to Covid-19.
In these circumstances you must obtain travel insurance to protect you from any risk that you cannot travel on the original date booked.
For bookings made under these terms, as updated on 11 May 2020, Coastal Retreats will not be in a position to issue refunds, but only a discretionary date deferral or credit note system would apply, subject to owner consent. We anticipate a 12 month period of use for credit notes, subject to owner’s consent.
To mitigate your risks, we are operating a change in our terms and conditions in regard to payment of the balance pursuant to clause 4.2.2 below. This means that we will not take the balance from you until such time as we notify you that we are taking the balance, which will be when we know the holiday can go ahead as planned. Our website will be updated with details of when we expect bookings will be able to fulfilled.
You recognise that given that we are not taking full payment two months in advance as we normally would, this significantly decreases the loss to you if the booking cannot go ahead on the planned date.
You are booking in the knowledge that we may be unable to honour the original date requested for your booking, and that if you do not accept a discretionary date deferred or credit note (as offered at the time), then we will be unable to refund your deposit.
Website and brochure information
2.1. The Website and Brochure Information
We take reasonable care to ensure that the information, including prices, we publish on the Website and our brochure relating to our services and the properties is accurate, complete and fair at the time of publication, but sometimes errors or omissions occur.
2.2. Material Error
2.2.1. Where we discover a material error or omission in the information we have given you, this could be, for example, in the price of the Holiday you have ordered, we will inform you promptly and give you the opportunity to confirm your booking based on the corrected information, or to cancel it and obtain a refund as set out in Cancellation and Refunds.
2.2.2. If you don’t confirm or cancel your booking within 5 working days (i.e. excluding Saturdays, Sundays and public Holidays in England) after we send you the corrected information, we will treat your booking as having been cancelled. In such circumstances you will be due a refund as set out in Cancellation and Refunds.
2.2.3. We cannot accept responsibility for any changes or closures of local and regional amenities or attractions described in the brochure or on the website.
We act as agents for the owners of the properties that we let. When you make a booking with us your contract will be with the owner of the property through us as his/her agent.
3.2. What happens when you make a booking?
3.2.1. When you make an online booking you make an offer to buy the Holiday described in the booking, and that offer is subject to acceptance. When you make a telephone booking you make an offer to buy the Holiday over the telephone and we will let you know by telephone if the booking is accepted.
3.2.2. You may choose to end your booking at any time until we accept it.
3.2.3. If you make an online booking we recommend that you print the booking and our confirmation of its receipt. If you make a phone booking we will send you confirmation of the booking by post or email.
3.2.4. Neither the completion and submission of your online or e-mail phone booking, nor the automatic e-mail confirmation of receipt, constitutes acceptance of the booking.
3.2.5. Acceptance of your booking takes place when we notify you that your booking has been accepted, and not before, even where we have collected payment from you; until then your booking may be declined, in which case we will notify you and provide a full refund.
3.2.6. At the moment your booking is accepted, a legally binding contract is made between you and us as agents for the owner of the property, unless the contract is terminated in accordance with these Terms and Conditions, and the law. Each contract for a Holiday is separate from each other contract, unless it is agreed otherwise.
3.2.7. Subject to condition 7, once we accept your booking you remain liable to pay in full or in part for the booking even if you are unable to take the Holiday. If you wish to cancel the cancellation charges in condition 7 of these Terms and Conditions shall apply.
4.1. Method of payment
You will be asked to make payment by either credit or debit card, or other payment method as notified to you at the time of your booking or as displayed on our Website. Where a deposit or full payment is required in advance of your booking you are authorising the debiting of the credit or debit card provided to us.
4.2. When we collect payment
4.2.1. Upon acceptance of your order we will take payment from you of a non-refundable deposit of 25% of the price. A non-refundable booking fee of £40 applies to every booking.
4.2.2. The balance of all bookings must be paid no later than two calendar months before the start date of your booking. If you do not pay the balance of the booking we are entitled by notice to you to treat your booking as cancelled and terminate the contract with you. You will be responsible for any cancellation charges that may apply. In most circumstances we will automatically take the balance directly from the card you used to pay your deposit as we store this information safely. Once we have taken payment on the agreed date, we will e-mail you with arrival details, directions, key information and other information regarding grocery shopping, Ocean leisure club access (where applicable) and things to do in the area.
4.2.3. If you make a booking less than two calendar months before the start date of your Holiday we will take payment from you for the full balance of the booking.
4.3. What the price includes
Our quoted prices are a total for your requested booking inclusive of bed linen (one set per bed), towels (one set per guest) and fuel. We do not supply cot bed linen. You do not pay extra for electricity or gas. Any additional services are included only if specified. A minimum length of stay, deposit, cancellation charge and other conditions may apply to certain bookings, as specified in these Terms and Conditions.
5.1. Period of Hire
5.1.1. Unless otherwise specified, our Holidays commence at 4pm on the day of arrival and end at 10am on the day of departure. Please keep us informed of your expected arrival time so that we can, if necessary, be on hand to ensure that your Holiday begins smoothly.
5.1.2. Please do not arrive early unless this is pre-arranged with us as this puts our cleaning and preparation team under pressure. This can mean we do not get the chance to make our crucial final checks on the property. Should you arrive early at your property please keep in mind that we may still be preparing the property for your arrival. Your patience whilst we prepare the property for you is appreciated.
5.2. Good Housekeeping Deposit
5.2.1. A Good Housekeeping deposit of £250 will be pre-authorised and ring-fenced against your credit/debit card on payment of your holiday balance. This will only be used, following departure, in the case of the rental property being left in an unreasonable state, loss or non-return of keys, neglect or damage to the property, damage or loss of contents and/or extra or excessive cleaning costs being incurred. No action is required by the guest and the ring-fencing will be removed following departure unless there are outstanding issues or costs arising out of your Holiday.
5.2.2. Should a breach of our Terms and Conditions, or any of the scenarios mentioned in 5.2.1. require use of some, or all, of the Good Housekeeping deposit, then the guest will be contacted as soon as possible and, in any event, within 7 days of the end of the Holiday. These monies will be used to return the property to the condition in which it was rented out to you. It will only happen on very rare occasions and the deposit scheme is purely there to encourage guests to leave the property how they found it.
5.3. Care and use of the property
5.3.1. Together with our property owners, we work very hard to ensure that all our holiday properties meet our required standards. We want you to enjoy your stay with us and for the property to feel like a home from home. With that in mind please treat our properties with the love and care they deserve. Most of our guests look after our properties well and on departure, leave the properties immaculate. Sadly, others don’t and this can sometimes be very distressing to our owners and housekeepers, causing knock on problems for the incoming guests. We have prepared some departure notes which we will e-mail to you when you pay the final balance and you will find this in your property. We hope you will find these notes useful and encourage you, on departure, to leave the property in a decent state (we don’t expect you to scrub and mop floors but we do expect you to empty bins, return any furniture moved to its rightful place and not to leave a sink full of dishes).
5.3.2. You are responsible for ensuring that the property is left in a similar state to which you found it. During your Holiday you are required to take all reasonable steps necessary for the proper care of the property, its contents and any outdoor areas. In the event that there is any damage, breakages, losses, repairs or cleaning required as a result of your stay at the property you will be liable for the full cost of returning the property to the state that it was in at the start of your Holiday.
5.3.3. In addition to caring for the property during your Holiday we ask you to show courtesy to the occupants of other nearby properties in particular in terms of noise, parking and tidiness of any communal facilities.
5.3.4. Without being unreasonable, if, in our opinion, your behaviour at the property falls below an acceptable level or causes, or is likely to cause, a nuisance to the occupants of nearby properties we reserve the right to cancel the remainder of your Holiday with immediate effect. When this happens you will be responsible for any cancellation charges that may apply and no refund will be due.
5.4.1. We know that for many people pets are a valued member of the family. However, please remember that not everyone feels the same way. Pets are only permitted at specifically designated pet-friendly properties following express prior arrangement with us. An additional charge for pets applies and will be added to the price of your Holiday.
5.4.2. Where pets are permitted by prior arrangement they must have their own suitable bedding and not be left unattended at the property at any time. All pets must be house trained, well behaved, kept off any soft furnishings and out of bedrooms.
5.4.3. You are responsible for clearing up after your pet. If we are required to do any extra cleaning inside or outside the property as a result of your pet you will be responsible for paying our reasonable cleaning charges which we will take from your deposit.
5.5. Number of persons
The number of persons occupying a property must not exceed the maximum number stipulated in your booking. We reserve the right to refuse you entry to the property if you exceed, or intend to exceed, its maximum occupancy.
5.6. Smoking and vaping
All of our properties are non-smoking and non-vaping.
5.7. Baby Equipment
We will endeavour to provide travel cots, highchairs, stairgates, sterilisers and other baby equipment on request. Unfortunately availability of such equipment is limited and can not always be guaranteed. Please enquire as early as possible in order to avoid any disappointment. Sorry but we don’t provide cot linen. We will leave the equipment in your property for arrival and will only erect the travel cots if we are instructed in which bedroom to erect, otherwise we will leave for you to erect. You should check all baby equipment before use and make sure you use it responsibly.
5.8. Access to the property
There may be occasions during your Holiday where we require access to the property to carry out our obligations under the contract. We reserve the right to access the property during your Holiday at reasonable times and where we have provided you with reasonable notice. We request that you leave the key in the key safe (if there is one at the property) when you leave the property. This will enable our staff to access it if necessary and also means the key will be safe.
5.9. Left Property
We encourage guests to check the property for all of their personal possessions on departure as we cannot guarantee their safety after departure due to the number of housekeeping staff/hamper delivery staff/workmen etc having access during changeover days. Finding your possessions and packaging and returning them takes time and effort. We are happy to do this for important items but we will charge a £10 administration fee, plus postage and packaging. This may just about cover the time and effort involved in returning them to you. We reserve the right to charge more for heavy or valuable items. We will dispose of items not claimed within 28 days. We donate the proceeds of such sales to charity.
5.10. Wi-Fi/Phone Line
We provide free internet access at all of our properties and a phone landline at most. Sometimes, these fail and we cannot be held liable and will do our best to inform the owners of the property of the failings so they can endeavour to reconnect, but we cannot guarantee it.
Guests must accept responsibility for their own and their children’s safety. Baby equipment and play equipment, trampolines, bikes and children’s safety equipment must be used at your own risk.
6.1. Making changes to your Holiday
6.1.1. We understand that on occasions even the firmest made plans can change. Provided that you give us plenty of notice of your wish to change your booking we will endeavour to accommodate your request.
6.1.2. Regrettably we can only make changes to bookings if:
(a) the property you wish to change to is available on the new dates;
(b) the owners of the original property and the owners of the change property are the same. (This is because your Holiday contract is with the owner of the property and not Coastal Retreats); and
(c) your request for a change is made more than two calendar months before the start date of the original Holiday.
6.1.3. A change to your Holiday will incur an administration fee of £50 and additional fees may be incurred where you have changed to different dates or a more expensive property. This fee will just about cover the time involved in changing paperwork and informing the owners and cleaning/housekeeping/welcome and hamper teams.
6.1.4. If we are unable to accommodate a change to your Holiday, your original booking will continue to be valid unless cancelled in accordance with these Terms and Conditions. If you decide to cancel your booking you will be responsible for any cancellation charges that may apply.
6.2. Changes to your Holiday by us
In the unfortunate event that we have to make changes to your booking (for example if the property is suffering from damage that requires immediate repair or the property is no longer available for rental), we will endeavour to find a suitable alternative booking at another property for you. If it is not possible to find an alternative for you, we will refund all sums paid by you for this Holiday. This will be our only obligation or liability to you in such circumstances.
Cancellation and refunds
Please see clause 1.5 above for Covid-19 related cancellations, which overrides this clause.
7.1. If you need to cancel your booking you should tell us immediately.
7.2. Where you cancel the booking a cancellation charge will be due in respect of our lost costs as follows:
7.2.1. More than 2 calendar months before start date; full deposit payable by you
7.2.2. 0-2 calendar months before start date; 100% of full cost of holiday.
7.3. You are strongly advised to take out a separate Holiday cancellation insurance. We do not provide insurance.
7.4. When you cancel a booking due to a material error or omission in accordance with condition 2.2.2 no cancellation charge will be due and we will refund any sums paid to the point of cancellation.
8.1. Event of Default
This clause sets out our entire liability to you (including any liability for the acts or omissions of our employees, agents, consultants and subcontractors) in respect of the following (each being an “Event of Default”):
8.1.1. a breach of the contract; and
8.1.2. our negligence or other tortious act or omission , breach of statutory duty or misrepresentation, arising under or in connection with the contract,
and nothing in the contract shall affect the liability for either party for death or personal injury, fraud, or any other liability to the extent it cannot be excluded or limited by law.
8.2. Financial limitation
Our total financial liability for all Events of Default during the term of the contract shall not exceed an amount equal to all amounts you have paid under the contract.
8.3. Consequential Loss
In no event shall we be liable, whether for breach of contract, any tortious act or omission (including negligence) or otherwise, under or in connection with the contract for loss of profit, loss of reputation, loss of business, revenue or goodwill, anticipated savings, loss or damage to data, or for any consequential or indirect loss, and regardless of whether the loss or damage would arise in the ordinary course of events, is reasonably foreseeable, is in the contemplation of the parties, or otherwise.
9.1. Factors outside of our control
9.1.1. If we are prevented, hindered or delayed from or in performing any of our obligations under the contract as a result of any event which is beyond our reasonable control, we shall not be liable for any cancellation or change to the contract which is necessary. This will include acts of God, war, terrorism, fire, adverse weather conditions, floods and natural disasters, epidemics or pandemics which could not have been, or the effects of which could not have been avoided.
9.1.2. Neither the owner nor Coastal Retreats are liable for any disturbance you suffer caused by holiday fairs, fetes, festivals or events or building works in the vicinity or in neighbouring properties during your holiday.
We take all complaints and suggestions very seriously and encourage feedback by leaving evaluation forms in the property for your use. Please advise us immediately if you have a complaint during your Holiday. Complaints received following the end of your Holiday are difficult to investigate and we may not be able to verify the circumstances of your complaint. We will investigate all complaints that we receive thoroughly and we will attempt to resolve the complaint where this is possible. If you are staying in a property managed by the owner (you will have been given their contact details upon booking and also on arrival at your property and may even have met the owner) rather than a property that we manage on behalf of the owner, we ask that you also inform Coastal Retreats of the problem or complaint as we are often best placed to resolve the issue.
9.3. No third party rights
No person who is not a party to a contract between us acquires any benefit or right under that contract.
If you breach any contract between us and we fail or neglect to enforce the provisions of the contract, our omission or silence should not be understood by you that we are giving up our rights or remedies. If either you or we do give up our rights or remedies on one occasion, that does not mean that we or you are doing so in respect of any other rights or remedies.
10.1. Contact details
Our details are as follows:
Address: 5-10 Causey Street, Gosforth, Newcastle upon Tyne NE3 4DJ
Telephone: 0191 285 1272 (office) 07983924463 (out of hours)