Reservations for accommodation by guests (also referred to as the ‘Guest’, ‘You’ or ‘Your’) may be accepted by Norfolk Coast Escapes (also referred to as the ‘Owner’, ‘We’, ‘Us’ or ‘Our’) either directly via our website, or as a result of reservation requests made by the Guest via email, telephone, text or use of our online, mobile and social media channels and associated messaging services, or on behalf of partner Third Party Sites (also referred to as the ‘Agent’ which refers to such partner booking sites as Airbnb, Booking.com, etc. or any other company who makes a booking on our behalf with our consent).
1. The Agreement:
The Rental Agreement is a legally binding agreement between the Guest and the Owner. Third Party Sites act only as an agent for the Owner. The contract is deemed to have been made once the Guest has paid a deposit and/or We or the Third Party Site have dispatched a confirmation of booking. The guest must be over 18 years of age at the time of booking. This Agreement may be referred to as the ‘Rental Agreement’ or as the ‘Booking Terms and Conditions’.
2. Booking:
The Guest who makes the booking is deemed to have agreed to these Terms and Conditions will be responsible for all guests included in the booking and should ensure that they are all aware of these Terms & Conditions. The Owner or the Agent reserves the right to decline any booking or refuse to hand over a key to any person who has not complied with these Terms & Conditions.
3. Payment:
For bookings made more than 6 weeks before arrival, a non-refundable deposit (part payment) of 15% of the total cost of the holiday, is required. The full balance is due 6 weeks before the Rental Period commences. For bookings made less than 6 weeks before arrival, the total amount is payable in full on booking.
The Guest agrees to pay the balance of the payment SIX (6) weeks before the holiday is due to start. Email reminders are sent, but delivery cannot be guaranteed, and is beyond our control. Where a guest fails to pay their balance by the due date the booking may be cancelled, and the deposit retained.
4. Security Deposit:
A Security Deposit of £300 will be charged just before arrival. The deposit will be taken by credit card and automatically refunded after check out, subject to the terms of this Rental Agreement. The Security Deposit is a minimal amount to cover the loss or damage to small items, which will be deducted at cost.
The Security Deposit does not cover all damages and risks, and it is important that you ensure that your holiday insurance specifically covers you for damage to the property, or contents, accidental or otherwise. Please also note our strict No Smoking Policy at all our properties (Section 20 below).
If you are a returning Guest the Owner may choose to waiver this security deposit.
5. Cleaning:
The Guest is responsible for leaving the Property in good order and in a clean condition; otherwise an additional cleaning charge will be levied. Please note that the convention for UK Holiday Homes and Serviced Apartments is that guests are expected to leave the Property in a similar state to which they find it (reasonable cleaning accepted). Please abide by this convention so we can continue to provide good value for our guests.
6. Number of Guests
The Owners permit the Guest and members of the Guests party (but no one else) to occupy the Property for holiday accommodation purposes only. The Guest must declare the correct number of additional guests during booking and, if this changes, must inform Us or the Third Party Site before the rental commences of any change.
No more than the maximum number of persons stated on Our Website or Third Party Site may occupy a property unless by prior written agreement with the Agent or Owner. Extra charges may be applicable if the number of guests differs from the number on the booking.
We specifically do not give you permission to host parties or events, other than for guests included in the booking, and without causing nuisance to neighbours (Section 12).
7. Arrival and Departure:
The properties (unless otherwise stated in the property details*) are available for occupation from 4.00 pm on the first day of the Property and must be vacated by 10.00 am on the last day.
Please be aware that should guests be leaving the same day you arrive, due to the size of our properties and the need to completely change the hot tub water, the hot tub may not reach its optimum temperature on the first day of your stay. Equally, earlier check in and late check out may not be possible in this case.
8. Cancellation or Changes by the Guest:
Once the Property is Booked, the Guest has entered into a legally binding contract. If the Guest cancels, for whatever reason (including medical, transport and weather related) then no refund of the deposit will be due, and within 6 weeks of the Rental Period no refund of the full balance is due.
We recommend and expect that the guest/s will take out a holiday insurance policy (which includes cancellation insurance covering sickness and unavoidable reasons for cancellation) prior to their stay. It is essential that you check your insurance cover prior to booking as this is the full responsibility of the Guest, and not the Owner.
Cancellations must be notified in writing (including by email) to the Agent and/or the Owner immediately. The Agent/Owner will endeavour to re-let the property for the cancelled rental period, and if successful, may at their discretion allow the guest to transfer to alternate dates and/or accommodation for a £25 administration fee plus any other expenses incurred in re-letting. The expenses incurred in re-letting will be at the discretion of the Agent or Owner.
Once a booking has been accepted by the Agent / Owner, it can only be changed to another property by treating the original booking as a cancellation. Holiday dates may be changed providing the property is available for the new dates and the owner is agreeable to the change. A £25 re-booking charge will be payable, plus any extra rental costs if the new dates are being offered at a higher rate.
9. Pets:
Our properties are not considered suitable for dogs. Only on rare occasions/ under special circumstances do we allow bookings for a well behaved, house trained, small to medium sized dog. Large dogs, cats and any other pets are not allowed in our properties. It is at the Agent or Owner’s discretion whether to accept a dog as part of the booking.
The guest may only bring such pets as are booked in by the guest at the time of booking (or advised and invoiced shortly after the booking is made). A charge of £30.00 per dog, per stay (not per night) for a maximum of one dog for each Property. Any permitted dog must be well-behaved and should never be left unattended in the property.
Pets are not permitted in the bedrooms or on any furniture in the property. If damage or extra cleaning is caused by pets, the Guest will be billed for that charge. ‘No Pets’ in a description may not guarantee that pets have never occupied the property.
No garden or terrace is guaranteed as secure for dogs, even if described as private or enclosed.
10. Guest Responsibility:
The supervision of children, babies, dogs and any adults requiring care remains the responsibility of the Guest at all times.
Guests should put all furniture etc. back to where it was at the beginning of the rental period.
Guests should not leave any items at the property and, if left, the owner has the right to charge for the removal, return or disposal of those items. Norfolk Coast Escapes will not be liable to reimburse or compensate any guest for any loss of personal possessions during, or after the Rental Period.
11. Damage, Loss, Theft:
Guests agree to inform owners of any damage or loss however caused, excluding reasonable wear and tear incurred during occupation. Guests should not remove any item from the Property. The owner may ask for reasonable replacement costs. In the instance of damage the Owner or Agency reserves the right to retain all or part of the deposit paid, or for damage exceeding the deposit amount, may automatically charge for reasonable cost of repair, or replacement via the payment method provided at the time of booking.
12. Nuisance:
Guests should not cause nuisance or annoyance to occupants of any nearby property. This also applies to the use of hot tubs before 9am or after 10pm where they are provided.
If, in the opinion of the Owner / Agent, any person is not suitable to continue their occupation of the Property because of unreasonable behaviour, damage or nuisance to other parties, the contract may be treated by the Owner / Agent as discharged and the Owner / Agent may repossess the Property immediately. The guest will remain liable for the whole cost of rental and no refund shall be due.
13. Guest Wi-Fi Access Terms and Conditions:
This agreement sets out the terms and conditions on which wireless internet access (Service) is provided free of charge to you, the user, by the Owner.
Your use of the internet is at your own risk. We have no control over, and are not responsible for the websites (or other internet services) that you may access whilst using the Service. As such, we do not provide any assurance that these websites or services are error or virus free.
14. Access:
Guests must allow reasonable access to the property by the Owner / Agent for maintenance given reasonable notice.
15. Complaints:
The Owner inspects the standard of facilities in all properties on a regular basis but cannot accept responsibility for any changes made by our property maintenance providers since the last inspection, or failure by the property maintenance providers to keep the property dry, clean, and in good repair or to have all the items mentioned on the website.
It is essential that you contact our property maintenance providers during your stay (details are listed in the guest information pack at the property) with any complaints, or reasonable requests so that they are able to help rectify your complaint / accommodate your request in reasonable time during your stay. They are locally based and operate extended hours to assist in such requests. Complaints received after departure cannot be accepted as the Owner thereby has no opportunity to resolve the complaint at the time.
The Owner or Agent cannot be held responsible for any perceived inadequacies in any of the properties. Property descriptions and all details both written and verbal are given in good faith and believed to be correct, but interpretation thereof can be subjective and as such, their accuracy cannot be guaranteed. Property details may vary over time from photographs and descriptions on the websites.
17. Disputes:
No complaints can be considered unless notified during the Guests’ stay in the property. It is the duty of Guests to minimize any loss to them and therefore it is their responsibility to inform the Owner at the earliest possible opportunity of any problem.
Accidents howsoever caused during the holiday are not the liability of the Owner. However, the responsibility for the upkeep of the property and any relevant Health and Safety considerations lie with the Owner and the property maintenance provider.
Complaints received after departure cannot be accepted as the Owner thereby has no opportunity to resolve the complaint at the time.
18. Liability:
The Owner / Agent cannot accept responsibility for any material loss, damage, additional expense or inconvenience directly or indirectly caused by, or arising out of the Property, its plumbing, gas, electrical services or exceptional weather.
No responsibility is accepted for loss or damage of property, (including pets), vehicles or vehicle contents belonging to the guest or any member of the party during their occupancy.
The maximum liability accepted by the Owner / Agent will be the total cost of the holiday as paid by the guest to the Owner / Agent. No other expenses such as travelling costs or alternative accommodation will be accepted.
19. Cancellation by Owner:
The Agent/Owner reserves the right to refuse any booking and to cancel any bookings already made if the property is unavailable (for example through fire, flood, etc) for any reason whatsoever, subject to a full refund of all monies paid (but no further liability). Neither the Owner nor the Agent shall be under any other liability if such cancellation occurs. Note: in the unlikely event of a cancellation the Owner / Agent will make every possible effort to secure alternative accommodation if required.
20. No Smoking Policy:
Norfolk Coast Escapes has a strict No Smoking Policy within all our properties. The MINIMUM charge for violation will be equal to the Security Deposit amount to cover deep cleaning.
Any damage to furnishings, carpets, curtains, blinds, or any internal object will be charged for, at the cost of a new replacement, or of equal quality to that damaged, should the original item not be available to replace with an exact replacement.
If it is necessary to redecorate all or part of the property, or order / fit new carpets, You will be invoiced for the full cost of materials and labour, plus compensation for any days we need to close the property to make the repair, plus cost of alternative accommodation if we need to relocate future booked Guests, plus a compensation cost for our time and inconvenience arranging such repairs.
It is the responsibility of the lead Guest to ensure that all guests are made aware of, and adhere to our No Smoking Policy, as the Policy applies to the entire Booking and not to individual guests.
21. Force Majeure:
The Owner or Agent cannot accept responsibility or liability for any alterations, delay or cancellation, or any other loss or damage caused by war, civil strife, terrorist action, industrial disputes, fire, sickness, bad weather, epidemics, acts of any government or public authority, or any other event outside our control.
22. Waiver:
The failure of the Owner to enforce or exercise, at any time or for any period of time, any term of, or any right pursuant to this agreement does not constitute and shall not be construed as a waiver of such term or right.
23. Miscellaneous:
The Guest agrees that the contract with the Owner is made at the Owners’ premises and that any proceedings between the parties shall be conducted in the County Court nearest to the Owner.
Norfolk Coast Escapes is a trading name of Re3 Property, 56 Haymoor, Letchworth, Herts, SG6 4HT.
These booking conditions supersede all previous issues.
Use of our Sites (which include our website, mobile sites, social media channels etc.) and other and services are bound in accordance with this Rental Agreement and our Privacy Policy which outlines how we use and protect your data in delivery of these services.
Updated: 22nd May 2024
