Terms & Conditions - Greystone Cottages

Terms and Conditions

Key terms

Guest(s): Includes the lead person and all other persons staying at the property. The number of guests is not to exceed the maximum capacity for the property booked. This is detailed on the listing. All guests are considered to have agreed to the terms and conditions.

Greystone Cottages: Is the trading name for Greystone Property management Ltd (company registration: 14235028). They provide the management and guest relation services of the properties contained within the company’s portfolio of holiday cottages.

The Company: Refers to Greystone Cottages as outlined above.

Booking: Is the reservation made between the guests and Greystone Cottages, for a particular property on the specific dates and times detailed in the confirmation email. A booking is only valid once written confirmation has been received by the guest from Greystone Cottages and all appropriate fees have been paid and is subject to the terms and conditions.

Property: The holiday cottage made available for the booking, as confirmed in the booking confirmation email.

In Writing: Where we have stated communication must be in writing, this includes writing via email.

Booking Value: Includes all costs associated with the booking, such as the advertised nightly rate, plus any additional charges such as booking fee and cleaning charges, less discount if applicable, as set out in the quotation prior to the booking confirmation. The booking value does not include the security deposit.

Obligations of Greystone Cottages is to:

Make available the property which has been booked by the guests on the dates as outlined in the booking confirmation
Ensure that all statutory and health and safety checks and certificates are in place and kept up to date
Provide the amenities to the guest as outlined in the property description
Keep the property well maintained, clean and well presented at all times, including the outdoor areas.
Have the property ready and available for the guest check in time

Obligations of the Guest(s) are to:

Treat the property with care, ensuring that the cottage has been left in the same way it was found.
Use the property for the purpose of holidaying only
Make themselves and all their party familiar with the rules of the property. These are available through the guest app provided before a stay and in the welcome file at the property
Be respectful to neighbours. Our cottages are located in popular tourist locations, but these locations are also home to many people. We ask that guests be mindful of this and keep noise to a minimum, particularly during the hours of 10pm and 8am.
Check out of the property by the 10am on the date of departure, including the car parking spaces if relevant and return the key to the designated key box, making sure that too has been left secure and the code has been disguised.
Make sure the property is left secure, including all doors and windows, each time the property is vacated, no matter how long for and upon check out.
Report any damage noticed upon check-in or during the stay immediately.
Return any car parking passes to the property by 10am on the date of departure.
Place rubbish in bin bags and put the bin bags in the outdoor bins before checkout.

Contract:

Bookings

The booker is to be a guest at the property, for the duration of the stay. Bookings are not to be made by a third party, unless Greystone cottages have been made aware and this has been confirmed in writing by the company, prior to the booking.

Bookings cannot be accepted by any person under the age of 18. If Greystone Cottages believe a property has been booked by someone under 18, then the booking will be cancelled, and the termination clauses will apply.

Properties are to be used for the purpose of holidays only.

Bookings will start at the check in time on the day of arrival and end at the check-out time on the day of departure.

Check-in Time is 4pm
Check-out time is 10am

Early check ins and late check outs cannot be guaranteed but can be requested in writing. Confirmation of an early check in will be provided within 24 hours of the arrival date and confirmation of a late check out will be provided within 24 hours of the check-out date and both are subject to availability and rescheduling of house-keeping and other guest bookings for that property.

Unauthorised early check ins and / or late check outs will incur a charge to be deducted from the security deposit to cover the additional time for the housekeeper.

Payments

A deposit payment of 25% of the total booking value to reserve the dates for a booking.

The balance payment of the total booking value, including the refundable deposit, is due six weeks prior to the start date of the booking. If payment is not received within 14 days of the due date, then Greystone cottages have the right to cancel the booking and the deposit will be subject to the termination clauses and may not be returned.

If a booking is made within 6 weeks of the day of arrival, then the full amount will be charged at the time of booking.

Payments are made through the websites secure platform and there are a range of options available. If a booking is made through a third-party platform, then payments will be made in accordance with their payment options and terms and conditions.

The appropriate VAT will be charged and included within the advertised price. VAT inclusive prices are subject to change should the there be a change in the rate of VAT.

Booking Amendments

All booking amendments are subject to a £50 administration fee.

Whilst Greystone cottages will endeavour to amend bookings, suitable to a guests change of circumstances, this cannot be guaranteed and therefore guests should therefore rely on their own suitable holiday insurance. Holiday insurance is not just for travelling abroad but can provide financial protection and peace of mind for holidays within the same country as that of guests own residence, particularly in the event of illness.

If Greystone Cottages can offer a suitable alternative for bookings more than 4 weeks ahead of the day of arrival, then this will be confirmed in writing and is subject to the amendment fee.

For amendments on bookings with a date of arrival within 4 weeks, this will be subject to Greystone Cottages being able to resell the original booking dates. Upon confirmation of a resale guests will be notified, and new dates can be agreed, subject to property availability and an amendment fee. If the original dates are not resold, then any new dates will be considered a new booking and will be charged at the price advertised for those dates.

If the new dates which have been selected for an amended booking are advertised at a higher value, then the difference will need to be paid by the guest. For example, an amendment from low season to high season will likely incur a higher nightly rate, to be paid by the guest in accordance with the terms and conditions set out in in these terms under ‘Payment’.

Damage

Guests, including children, are expected to treat the properties with the very best of care. Should any damage or breakages occur then Greystone Cottages is to be notified immediately and before the end of the holiday. Except for small, incidental occurrences of damage or breakages, which can be reasonably deemed as general wear and tear, the cost of rectification or replacement will be deducted from the security deposit, associated with the booking.

If Greystone Cottages believe that damage has been maliciously caused, then they have the right to enter and repossess the property, without warning and no refund will be payable for the booking value.

If the value of damage exceeds the security deposit, then the balance of the cost incurred in making good will become due immediately on demand by Greystone Cottages.

Guests are to leave the property clean and tidy before departure. Any additional cleaning costs incurred by excessive untidiness, or damaged / soiled towels and linens will be deducted, from the security deposit.

Dogs

We know how important pets are to a family and that is why we are happy to accept dogs at our properties. To ensure that we are able to maintain our high standards we must ask that the following rules are respected;

Do not exceed the number of dogs that is permitted at your chosen property. This is detailed on the website listing
Dogs must be well-behaved, house-trained and over 6 months old
Dogs are not allowed on furniture or upstairs
Guests are to bring their own dog beds, blankets, and bowls.
Guests must be able to keep their dog under control and ensure that they do not cause noise that could disturb neighbours, particularly at night
No other pets, other than dogs, are permitted.
Dogs must be clean before entering the property and owners’ own towels are used to dry dogs.
Owners must ensure the dogs are fully up to date with flea protection and must not bring dogs into the properties that show any evidence of fleas or eggs.

Security Deposit

It is a requirement when booking a property with Greystone Cottages to pay a refundable security deposit.

The amount of the security deposit is £150 and this will be taken with the balance payment and will be applied to the reasonable cost of replacing or repairing any damage or breakage, which is deemed to be beyond reasonable wear and tear, incurred during the period of the booking.

The full or part security deposit will be refunded within 5 working days of the date of departure.

Properties with character

Our properties are between 300 and 600 years old, the age of which adds to the charm and experience for our guests. This does mean however, that modern construction techniques have not been used, such as cavity walls, therefore properties can show some signs of damps, particularly in long spells of wet weather. You may also find that doorways and beams are lower. If you have any concerns or questions please do get in touch to talk to us about it when making your booking.

Properties in rural areas will also attract more spiders and insects. This does not mean the property is dirty or not been cleaned adequately.

Complaint procedure

Our aim is to provide our guests with an exceptional level of customer service and a wonderful property for their holiday. In the unlikely event that guests have an issue then they should get in touch with Greystone cottages as soon as possible and all attempts will be made to put it right.

Complaints will not be considered after the check-out and compensation is not available.

These terms and conditions supersede any previous versions.