GUEST BOOKING TERMS & CONDITIONS

We, North East Escapes act as agent for and on behalf of Owners of Properties to arrange bookings of those properties.    

You can find everything you need to know about us, and the Properties we make available on behalf of Owners on our website before you place your Booking. We also confirm the key information to you in writing.

The following Terms and Conditions apply to all Bookings, once accepted by us on behalf of the Owner of the relevant Property. These Terms and Conditions and the details of your booking form the Contract between you and the Owner.

As part of making your Booking with us you confirm your acceptance of these Terms and Conditions.

The definitions set out at the end of these Terms and Conditions apply to the Contract.

CONTRACT
The Contract is between you and the Owner. We are not a party to the Contract. Anything we do in relation to the Contract we do as agent, on behalf of the Owner.

The Contract is effective from when we send you the Booking Confirmation (a Contract is not effective before we issue the Booking Confirmation even if we take payment from you). Please do not make other travel arrangements until you have received your Booking Confirmation.

If you book through our website, we will acknowledge receipt of your booking and then send a separate written Booking Confirmation to the e-mail address you provide.

If you book by post or phone, we will send your Booking Confirmation to you by email unless you tell us at the time of booking to send it by post.

The Booking Confirmation will show:

·        your booking details include details of the Property and your Booking Period;

·        the amount you have paid; and

·        the amount you still must pay, and the date by which this is due.

Please carefully check your Booking Confirmation when you receive it. If anything is not correct, you should inform us immediately.

We (on behalf of the Owner) may agree to changes to your Bookings if you ask us but such changes will be subject to an administration fee of £50 for each amendment.

The Booking Confirmation is not a VAT invoice.

We and the Owner reserve the right to reasonably amend your arrival and/or departure times/dates to make sure the Property is ready for you. If we do need to amend your arrival and/or departure time/date, you will not be entitled to a refund so long as it is reasonable for us to not pay you one.

Your Booking must be for holiday purposes only. We do not accept Bookings from persons under the age of 18. We and the Owner reserve the right to cancel a Booking made by anyone who plans to use the Property for non-holiday purposes or who is (or who we or the Owner reasonably believes to be) under the age of 18 at the time the Booking was made.

Please note that prices for Bookings can vary from time to time and the price for an alternative Booking Period may vary from that which applies to your Booking. You are not entitled to have the price due for your Booking changed once we have sent your Booking Confirmation if a different price is set by us for a different Booking Period.

Bookings can only be for a maximum of 28 days, if you need a longer Booking Period, please contact us to discuss this.

You will not contact the Owner for any reason other than to deal with queries in relation to the Property which we are unable to deal with and/or where we ask you to contact them.

BOOKING FEE (non-refundable)
We charge a non-refundable booking fee, payable at the time you place your Booking. Once we send you the Booking Confirmation this fee is non-refundable.

DEPOSIT AND PAYMENT
If your Booking is made more than 60 days before the start of your Booking Period a Deposit needs to be paid by you, we will not send you the Booking Confirmation until we have received the Deposit from you.

If your Booking is made less than 60 days before the start of your Booking Period, the full Guest Price needs to be paid, we will not send you the Booking Confirmation until we have received the full Guest Price from you.

Details of how to make payment are set out on our website. Any charges for payments from overseas transactions will be your responsibility.

If you have paid a Deposit, the full Guest Price will be due from you 60 days before the start of your Booking Period. When we have received payment of the full Guest Price, we will provide you with details for key collection and directions to the Property.

We and the Owner reserve the right to cancel a Booking where payment of the full Guest Price has not been received by the due dates set out above. We and the Owner are not responsible for sending reminders for payment to you.

Deposits paid are non-returnable (subject to your rights set out below where we or the Owner cancel your Booking).

VAT is included in the prices shown (where applicable) at the standard rate (subject to change) at the time you make your Booking.

We reserve the right to adjust prices quoted on our website, or on Property details, due to errors or omissions or changes in the VAT rate.

The Booking Confirmation is not a VAT invoice.

CANCELLATION BY YOU
While consumer contract regulations usually allow a 'cooling off' period for online purchases, these do not apply for holiday accommodation bookings.

If you wish to cancel your Booking, please notify us in writing as soon as possible (e-mail to hello@northeastescapes.co.uk). The day on which we receive your notice to cancel is the date on which we will cancel your Booking.

We recommend that you have insurance in place to cover you in the event you cancel your Booking.

If you cancel your Booking within 24 hours of you receiving the Booking Confirmation, we will refund any money you have paid to us except the non-refundable booking fee.

When 24 hours has passed from you receiving your Booking Confirmation, you may cancel your Booking, but you will remain liable for full Guest Price, subject to your rights set out below where we, or the Owner cancel your Booking. Where you cancel, we will use reasonable endeavours to re-let the Property and, if we are able to re-let the Property, we, subject to the below, will return your Deposit/the full Guest Price (as applicable) less an administration fee of £60.00 and less the non-refundable booking fee. If a reduction in the full Guest Price has been made to secure a re-let booking, you will receive the Guest Price paid, less:

·        the administration fee of £60.00;

·        the non-refundable booking fee; and

·        any shortfall in cost of the re-let booking.

If we are unable to re-let the Property, we will not pay you a refund.

CANCELLATION BY US/THE OWNER
The Contract is made on the understanding that the Property will be available for the dates stated.

In the unlikely event that the Property is not available for the Booking Period (or part of) due to a Force Majeure Event then we or the Owner may be forced to cancel your Booking.  We or the owner will endeavour to inform you of this cancellation as soon as we reasonably can. 

Should we, or the Owner cancel your Booking due to circumstances or events outside either’s reasonable control, you will have the choice of the following options:

·        subject to availability, to change your Booking to a later date and/or another property free of any administration charges (you will need to pay any difference in price if more expensive and will be reimbursed if the price is lower;

·        to request a voucher of equal value to the amount paid for your Booking (terms and conditions to be made available to you before you agree to this); or

·        to be paid a refund of the amount paid by you for the Booking (after deducting any administrative charges that apply to the Booking, such as the non-refundable booking fee).

LITERATURE
We and the Owner take reasonable care to ensure the accuracy of all information on our website or other marketing material regarding the Property and such information is believed to be correct at the time of going to press.

Property descriptions show the amenities that Property has but do not usually set out amenities that are not provided at the Property. If you especially need certain amenities or equipment, please get in contact with us to confirm prior to making your Booking.

We may amend the prices quoted in enquiry quotations or advertising material for Properties from time to time.

We/the Owner cannot be held responsible for inaccuracies beyond our/their control or that become known after publication of this literature.

We cannot guarantee that a property designated as non-smoking or no pets will be so.

A Property advertised with an enclosed garden does not necessarily mean a secure garden.

YOUR RESPONSIBILITIES
You are responsible for the Property during your Booking Period and are expected to take all reasonable care of the Property during this time.

The Property (including parking spaces where included) must be vacated by 10:00 am on the day of departure, unless otherwise informed.

The Property (and all equipment, utensils etc.) must be left tidy and clean at the end of your Booking Period.

If the Property is not left tidy and clean, we will charge, and you will pay, our reasonable cleaning costs.

YOUR PARTY
You are responsibility for ensuring that your party does not exceed the maximum numbers of persons for the Property.

We and the Owner reserve the right to refuse or revoke your Booking if we believe (in our and the Owner's discretion) that your party is unsuitable for the Property.

We and the Owner reserve the right to refuse entry to the Property or require you to ensure that some people leave the Property if we and/or the Owner believes that you are over the maximum numbers of persons for the Property. No refunds will be given if admittance has been refused for this reason.

Where the Property specifies a minimum age for guests no persons under that age may stay at that Property. We and the Owner reserve the right to refuse admittance or require that such person(s) leave the Property if either reasonably believes that this restriction has been breached. No refunds will be given if admittance has been refused for this reason.

By completing a Booking, you confirm that you are authorised to agree to these Terms and Conditions on behalf of all the members of your party, including any charges made for damages as provided for within these Terms and Conditions. You must be over 18 years at the time your Booking is made and be a member of the party staying in the Property. You agree to take responsibility for the acts and omissions of all party members in relation to the Booking and the Property.

Stag or Hen parties are not permitted in the Properties unless agreed with us and/or the Owner prior to you placing your Booking.

AMENITIES
Where made available to you and your party, the use of accommodation and amenities forming part of the Property, such as travel cots, high-chairs, children’s play equipment, gym facilities, sauna’s, hot tubs, swimming pools, etc., is entirely at you and your party member's risk and, subject to the OUR LIABILITY terms within these Terms and Conditions, we and the Owner exclude all responsibility or liability for injury, or loss or damage to you and your party member's belongings.

Where Property includes a BBQ, log burner(s), fireplace(s), fire pit (or similar) it is your responsibility to ensure the safe use of such equipment. Where provided fire guards should be used. Fires should not be left unattended and be fully extinguished after use.

Some Properties provide surfboard storage. If this is required, please inform us prior to making your Booking. Surfboards and wetsuits are not permitted inside the Property unless the Owner has agreed.

Where a property has Wi-Fi available, Wi-Fi is provided:

·        subject to availability and network conditions;

·        for personal use (not for business purposes).

No compensation will be given because of slow Wi-Fi speeds or availability. Uninterrupted and unlimited provision of Wi-Fi is not a condition of the Contract.

PARKING

You and all members of your party must only park in the designated parking areas (where provided). Please do not obstruct any neighbouring properties. It is your responsibility to check the parking location for the Property. Any vehicles parked at the Property are done so entirely at the risk of the owner of the vehicle. We and the Owner will not be liable for any fines imposed for improper parking.
Properties may not have a suitable and safe place to charge electric vehicles, so we recommend that you check prior to finalising your Booking if this is an important requirement. If you plan to charge an electric vehicle at the Property, you must only use:

·        the designated charging points (where available); and

·        manufacturer approved cables.

We/the Owner reserve the right to:

·        charge an additional fee if charging is, in our or the Owner’s reasonable opinion, excessive; and/or

·        refuse to allow you to charge your electric vehicle if, in our or the Owner’s reasonable opinion, either does not think it is suitable/safe to do so.

Any damage caused to the Property's electric system through incorrect use, overload or the use of an inappropriate extension cable will be your responsibility.

KEYS

Property keys, parking permits, fobs, parking keys etc. will be returned by you as instructed by us/the Owner. Failure to, or late, return of any of these may result in us charging you a fee of up to £50.00.

ACCESSIBILITY

If you or any member of your party has any specific health or mobility difficulties you should advise us of these as part of placing your Booking so we can confirm the suitability of the Property.

PET DOGS
If the Property allows pet dogs to stay with you during your Booking Period, this will be clearly marked on the Property's page on our website.

Bookings that allow pet dogs are conditional upon all flea and worming treatments being up to date and we and/or the Owner reserve the right to ask for written evidence of this.

You will not leave your pet dog unattended at the property at any time.

Certain Owners allow pet dogs only on the ground floor of the Property and/or off furniture at all times (this will be clearly stated).

You are responsible for your pet dog's safety and ensuring they are kept under control.

A charge per pet may be made for Properties that allow pet dogs.

Pets other than dogs are not allowed unless prior consent has been given by the Owner.

Registered Guide and Hearing Dogs reasonably required are allowed in Properties at no extra charge. Please let us know at the time you make your booking if this applies to you.

We and the Owner cannot guarantee and make no warranty that the Property will be free from pet hair, and we and the Owner do not accept responsibility or liability for damages or loss caused by animals having been present.

DAMAGE
All damages and breakages to the Property, its amenities equipment, utensils etc. caused during your Booking Period will be your responsibility and should be reported immediately (and in any event before the end of the holiday) to us.  

The reasonable cost of repair, replacement and/or cleaning of the Property, its amenities equipment, utensils etc. (other than the usual wear and tear) will be payable by you to us on demand.  

We and the Owner have the right to enter the Property (without prior notice if this is not practical or possible) if reasonably necessary or where emergencies arise.

COMPLAINT PROCEDURE
If you have any issues with the Property or any other part of your stay, please get in touch with (hello@northeastescapes.co.uk) as soon as you can so we try and fix things.

If you wish to complain about your Booking or any part of the Property, please contact us and we will then either pass the complaint on to the Owner to deal with, or we may be able to resolve the complaint ourselves (on behalf of the Owner).

We and the Owner reserve the right to investigate and resolve any problems during the Booking Period without refund or compensation.

Compensation will not be considered for any complaints that are made after the Booking Period, or where you have denied us or the Owner the opportunity to investigate and resolve the issue during the Booking Period.

Neither we nor the Owner can accept responsibility or liability for work taking place outside the boundary of the Property, or for noise or nuisance resulting from third party activity (such as building works) over which neither we nor the Owner have control.

LOST PROPERTY
Neither we nor the Owner accept responsibility or any liability for damage to, loss of, or items left behind in the Property after you have vacated except where the damage or loss is caused by our or the Owner's negligence.

Any unclaimed items of property will be disposed of 4 weeks after the end of your Booking Period.

It is your responsibility to ensure that you and your party have adequate holiday insurance in place.

On your request, we may charge a £20.00 administration fee plus the cost of postage in advance to retrieve and return lost property. We are not responsible for the safe carriage of any returned items.

DATA PROTECTION
Our Privacy Notice sets out how we use any personal data you give us

OUR LIABILITY
Nothing within these Terms and Conditions will limit our or the Owner's liability in respect of any liability which cannot legally be limited.

Neither we nor the Owner will be liable to you, any member of your party or person visiting the Property during your Booking Period for any events outside our or the Owner’s reasonable control or other unforeseeable circumstances or any Force Majeure Events.

You accept that we are acting as agent for the Owner and that, except to the extent personal injury or death is caused by our negligence or wilful default, we will not be liable for:

·        any act or omission on the part of the Owner resulting in loss, injury or accident; or

·        any problems or faults with the Property.

Neither we nor the Owner will be liable to you for the withdrawal/removal of any facilities/amenities from/in the Property resulting from a Force Majeure Event.

The Owner is solely responsible for the Property and for the safety of you and the members of your party.

Subject to the above our and the Owner’s liability for any claims arising out of or in relation to the Contract is limited to the amounts paid by you pursuant to the Contract.

OTHER TERMS
We can transfer our contract with you. We will tell you in writing if this happens and we will ensure that the transfer won't affect your rights under the Contract.

If a court or other authority decides that some of these terms are unlawful, the rest of the terms will continue to apply.

We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.

LAW AND JURISDICTION

These terms are governed by English law and, wherever you live, you can bring claims against us in the English courts. We can claim against you in the courts of the country you live in.

THESE TERMS AND DEFINITIONS

The following definitions apply to the Contract:

Booking

your reservation for use of the Property for the Booking Period.

Booking Confirmation

the email OR communication sent to you by us confirming your Booking.

Booking Period

the period of time for which you have made your Booking as confirmed in the Booking Confirmation.

Contract

the contract between you and the Owner for the Booking of the Property and any incidental services.

Deposit

a payment of 25% of the total Guest Price.

Force Majeure Event

means (i) any event or circumstance not within a party’s reasonable control including, without limitation, acts of God, flood, drought, earthquake or other natural disaster; epidemic or pandemic, terrorist attack, civil war, civil commotion or riots, war, threat of or preparation for war, armed conflict, imposition of sanctions, embargo, or breaking off of diplomatic relations, nuclear, chemical or biological contamination or sonic boom, any law or any legally enforceable action taken by a government or public authority, which affects (directly or indirectly) the ability of the relevant party to perform a contractual obligation, collapse of buildings, fire, explosion or accident, or any labour or trade dispute, strikes, industrial action or lockouts and (ii) any binding legislation or law passed by the UK government or a UK public authority as a consequence of any of the events listed in (i).

Guest Price

the total price payable (which includes VAT, if applicable) by you for a Booking, comprising the property rental plus the accidental damage deposit, non-refundable booking fee and any additional charges that may apply to that Booking (e.g. in relation to pets or accidental damage deposit / waiver).

Hirer

the person (you, your) making the Booking.

North East Escapes (we, us, our)

North East Escapes Limited, a company registered in England with company number 15646701 whose registered office is at Home Farm Office, Ellingham, Ellingham, Northumberland, England, NE67 5EZ.

Owner

the owner/lessor of the Property who has appointed us to act as their agent.

Property

the accommodation made available to you for your use as part of the Booking.