GUEST TERMS & CONDITIONS

Please read the following information carefully.

Reservations for accommodation by guests (the Guest) are accepted by Compass Quay (the Agent) on behalf of property owners (the Owner).

The Agreement: The rental agreement is between the Guest and the Owner. Compass Quay acts only as an agent for the Owner. The contract is deemed to have been made once the Guest has paid a deposit and the Agent has dispatched a confirmation of booking, on behalf of the Owner. The guest must be over 18 years of age at the time of booking.

Booking: The Guest who makes the booking is deemed to have agreed to these Terms and Conditions will be responsible for all persons 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.

Payment: For bookings made more than 8 weeks before arrival, a deposit (part payment) of 25% of the total cost of the holiday, is required. The balance is due 8 weeks before the holiday commences. For bookings made less than 8 weeks before arrival, the total amount is payable in full on booking.

The Guest agrees to pay the balance of the payment EIGHT (8) weeks before the holiday is due to start. Email reminders are sent, but delivery cannot be guaranteed. Where a guest fails to pay their balance by the due date the booking may be cancelled and the deposit retained. After payment has been received we will send you confirmation of the booking by email or post, but please note that non-receipt of this confirmation, for whatever reason, has no bearing on the agreement or liabilities above.

Number of People using Holiday Accommodation: The owners permit the Guest and members of the guest’s party (but no one else) to occupy the property for holiday purposes only. The Guest must declare the correct number of additional guests during booking and, if this changes, must inform the Agent before the rental commences of any change. No more than the maximum number of persons stated on the website 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.

Arrival/Departure: The properties (unless otherwise stated in the property details) are available for occupation from 4.00 pm on the first day of the holiday and must be vacated by 10.00 am on the last day.

Cancellation or Changes by the Guest: Once the holiday is booked the Guest has entered into a legally binding contract. If the Guest cancels, for whatever reason (including medical and weather related) then no refund of the deposit will be due, and within 8 weeks of the holiday no refund of the full balance is due. .

Cancellations must be notified in writing (including by email) to the Agent and the Owner immediately. The Agent and Owner will endeavour to re-let the property and if successful may at their discretion allow the guest to transfer to alternate dates and/or accommodation for a £20 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 £20 re-booking charge will be payable.

We recommend and expect that the guest will have or will take out a holiday insurance policy (which includes cancellation insurance covering sickness and unavoidable reasons for cancellation) prior to their stay. We also ask that proof of this insurance is sent to us.

Cancellation by Owners: The agent/owner reserves the right to refuse any booking and to cancel any bookings already made if the property is unavailable (eg through fire, flood, etc) for any reason whatsoever, subject to a full refund of all monies paid (but no further liability). Neither the agent nor the owner shall be under any other liability if such cancellation occurs. Note: in the unlikely event of a cancellation the agent will make every possible effort to secure alternative accommodation if required.

Cleaning: The Guest is responsible for leaving the accommodation in good order and in a clean condition; otherwise a cleaning charge will be levied. Please note that the convention for UK Holiday cottages is that guests are expected to leave the property in a similar state to which they find it (reasonable cleaning excepted). Please abide by this convention so we can continue to provide good value for guests.

Pets: The guest may only bring such pets as are booked in by the guest at the time of booking. A charge will be made per pet. Not all properties accept pets; if property details on the website stipulate no pets then this is binding within these Terms & Conditions. Pets must be well-behaved and should not be left unattended in the property. They are not permitted in the bedrooms or on any furniture in the property. If damage or extra cleaning is caused by pets the guest may be billed for that charge. ‘No Pets’ in a description may not guarantee that pets have never occupied the property. No garden is guaranteed as secure for dogs even if described as private or enclosed.

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.

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.

Nuisance: Guests should not cause nuisance or annoyance to occupants of any nearby property. If, in the opinion of the agent/owner, 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 agent/owner as discharged and the agent/owner may repossess the property immediately. The guest will remain liable for the whole cost of rental and no refund shall be due.

Access: Guests must allow reasonable access to the property by the agent/owner for maintenance given reasonable notice.

Security Deposit: The agent/owner reserves the right to charge the Guest a Housekeeping Bond of £250 that is payable to Compass Quay. This is due 8 weeks before the holiday commences with the final payment schedule. Security Deposits are refunded within 14 days of departure subject to deductions necessary by reason of your or any member of your party’s breach of your obligations laid out in these Terms & Conditions. If the accidental damage or breakages in/at/to a property exceed the advertised Security Deposit value, you will be liable for any additional costs of repair.

Complaints: The Agent inspects the standard of facilities in all properties on a regular basis but cannot accept responsibility for any changes made by the owners since the inspection, or failure by the owner to keep the property dry, clean, safe, and in good repair or to have all the items mentioned on the website.

The 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.

If you experience any problems or concerns related to the accommodation during your stay please contact the office immediately and we will do our utmost to rectify these for you. We will be unable to offer any compensation or refunds for complaints and issues reported after your stay.

Disputes: Any dispute arising out of the booking will be between the guest and the owner. The agent shall not be liable for any claims by the guest or the property owner. No complaints can be considered unless notified during the guest’s 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.

The agent is not responsible for resolving any complaints arising from the holiday in question. Accidents howsoever caused during the holiday are not the liability of the Agent. The responsibility for the upkeep of the property and any relevant Health and Safety considerations lie with the Owner. Complaints received after departure cannot be accepted as the Owner thereby has no opportunity to resolve the complaint at the time.

Liability: The agent/owner 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 agent/owner will be the total cost of the holiday as paid by the guest to the agent. No other expenses such as travelling costs or alternative accommodation will be accepted.

No Smoking: Compass Quay has a No Smoking policy within properties.

Force Majeure: The agent or owner 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.

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.

Miscellaneous: The guest agrees that the contract with the owner is made at the owner’s premises and that any proceedings between the parties shall be conducted in the County Court nearest to the owner.