TERMS AND CONDITIONS
In these terms and conditions, ‘you’ and ‘your’ means all people named on the
booking form and in the holiday party. ‘We’, ‘us’ and ‘our’ means the owners
of Great Hills Lodge.
When you book Great Hills Lodge you are entering directly into a contract with the
owners of the property.
This is a legally binding contract between the property owner and the guests.
1 Making your booking
All bookings depend on the property being available. The person making the
booking must be at least 18 years old at the time of booking. By making the
booking, you confirm that you are authorised to make the booking and that all other
members of the party agree that the booking will be governed by these Terms and
Conditions. The person making the booking is responsible for making all payments
due to us.
For bookings made and no payment received, we will hold a booking for 48 hours to
allow time for payment to be made. Once we have received the payment due, we
will issue a Booking Confirmation email as soon as reasonably possible. If you book
online, we will acknowledge that we have received your booking and then send you
separately the Booking Confirmation email, once payment has been received.
This Booking Confirmation email is our acceptance of your booking and the point at
which a binding contract with the property owner will begin. If no payment is received
within 48 hours then we assume the booking to be cancelled.
We have the right to refuse any booking before we send a booking confirmation
email. If we do this, we will tell you by email and promptly refund any money you
have paid to us. In this case we will have not have any legal responsibility to you.
The Booking Confirmation email will show your booking details and the amount you
still owe (if applicable) for the booking. As soon as you receive this email, you must
check the details carefully. If anything is not correct, you should tell us immediately.
It is your responsibility to check your emails regularly and to let us know about any
change to your email address.
Once we have received a final balance payment we will send a separate email
detailing arrival instructions.
At the time of booking, a 25% non refundable deposit is due. (Please see also point
13 below). On occasions, we will hold a booking for 48 hours to allow time for a
payment to be made. This is to be paid by debit/credit card (online or over the
phone) or bank transfer. We only accept payment in Pounds Sterling. We must then
receive the rest of the money owed no less than 8 weeks (56 days) before the start
of your booking. If you book less than 8 weeks (56 days) before the start of your
holiday, we must receive full payment at the time of booking.
If you do not pay any final balance payment due in relation to your booking by the
appropriate date we are entitled to assume that you want to cancel your booking. In
this case, we will be entitled to keep all deposits paid.
We may increase or reduce the prices of unsold products or correct mistakes in
pricing at any time before we confirm your booking. We will confirm the price of your
booking when you make it. As changes and mistakes can happen, you must check
all details at the time of booking.
All prices quoted or otherwise given to you include all charges. All prices are for the
property and are not on a per person basis. Occasionally prices are rounded to the
nearest pound sterling.
Our prices are inclusive of bed linen, towels and fuel.
Is provided for
reasonable use, unreasonable usage charges apply and we reserve the right to
invoice for any usage we feel unreasonable. As owners we will not accept any
responsibility for inappropriate content downloaded during your stay. If such actions
result in the attention of an investigating authority contact details of the guests and
the dates of their stay will be disclosed by us as the owners to the authority
concerned without further recourse.
4 Website details
We aim to make sure that the information provided is presented accurately on our
website, third party listing sites and in other promotional literature or material we
produce and provide. There may occasionally be small differences between the
actual property and its description. This is usually because we are always aiming to
improve services and facilities. Occasionally, problems mean that some facilities or
services are not available or may be restricted. If this happens, we will tell you as
soon as reasonably practical after we become aware of the situation. We cannot
accept responsibility for any changes or closures to local services or attractions
mentioned on our website or advertised elsewhere. We make reasonable efforts to
make sure that information we give you about the property and its facilities or
services, is accurate and complete on the date given. We cannot accept
responsibility for any inaccurate, incomplete or misleading information about any
property or its facilities and services, unless this was caused by our negligence.
5 Changes to your booking
1. a) Changes by you
If you want to change any detail of your confirmed booking (eg change dates),
we will do our best to make the changes. We must receive this request by email
from the person who made the booking. We can only make changes to your
confirmed booking if the new dates are available. We cannot guarantee this
There is a £25 administration fee for any changes made to bookings. If we are
unable to make the change requested, the original booking will continue to be valid
unless cancelled in accordance with these Terms and Conditions.
1. b) Changes by us
If in the unfortunate event we have to make changes to your booking (eg serious
repair work needed at the property you booked) we will try to find a suitable
alternative booking at another property. If this is not possible, we will refund all
sums paid by you for this booking. This will be our only obligation or liability to
you in such circumstances.
1. a) Cancellations by you
If you have to, or want to cancel your booking, you must phone us on 01288
341839 as soon as possible. The day we receive your notice by phone to cancel
is the date on which we will cancel your booking. Where you cancel the booking
(irrespective of the reason for cancellation) a cancellation charge will be due in
respect of our lost costs as follows:
Number of days before the
start date of your holiday that
we receive your notice to
More than 8 weeks (56 days) Full deposit (including any balance of the deposit due)
Less than 8 weeks (55 -0 days) Total cost of the accommodation
We strongly recommend you have adequate insurance in place to cover
yourself for cancellation. We cannot be held liable for any cancellation costs
incurred by you in the event of cancelling your holiday with us.
1. b) Cancellations by us
We do not expect to have to make any cancellation or changes to your booking.
However, in exceptional circumstances we have the right to do so. We will
contact you as soon as is reasonably practical. We will explain what has
happened and let you know about the cancellation or change.
7 Events beyond our control
We will not be legally responsible either jointly or individually for any compensation if
we are prevented from carrying out our responsibilities under this contract as a result
of events beyond our control. This means an event we could not, even with all due
care, expect or avoid, including: natural disaster; acts of terrorism; malicious
damage; keeping to any law or governmental order, rule, regulation or direction;
insolvency or bankruptcy of an owner; fire, flood, snow or storm; other circumstances
affecting the supply of goods or services.
8 Our legal responsibilities to you
We cannot be held responsible for noise or disturbance which comes from beyond
the boundaries of the property or which is beyond our control. If we know about a
problem before you arrive, we will contact you to let you know.
We cannot be held responsible for the breakdown of equipment such as, boilers,
washing machines, nor for the failure of public utilities such as water, gas and
The costs of your holiday booking do NOT include travel insurance. We strongly
recommend that you take out enough travel insurance to cover you for your total
In particular we strongly recommend you have adequate insurance in place to cover
yourself for cancellation. We cannot be held liable for any cancellation costs incurred
by you in the event of cancelling your holiday with us.
10 Disabilities and medical problems
If you or any member of your party has any medical problem or disability that may
affect your booking, please tell us as early as possible. If we reasonably feel unable
to properly meet that person’s particular needs, we can refuse or cancel the
reservation. The property is mainly on one level and as such can accommodate
guests with limited mobility, however the doorways are standard size and we cannot
guarantee access by those guests reliant on wheelchairs at all times. Bedroom two
is located on the second floor.
The shower is a step in one, with grabrails and we can provide a shower seat for
additional safety on request. Please see the website for more details.
11 The property
Arrival and departure – You can arrive at the property at any time after 3 pm (unless
we tell you otherwise, for example on your confirmation) on the start date of your
rental period. You must leave by 10am on the last day. If you fail to arrive by 12
noon on the day after the start date of your rental period and you do not let us know
you are arriving late, we may treat your booking as having been cancelled by you. In
this situation, we will not refund any money you have paid.
Condition of use – You and all members of your party agree to keep the property, its
contents and outdoor areas, clean and tidy, to leave the property in a similar
condition as you found it when you arrived, and to behave in a way at all times while
at the property which does not break any law. You and all members of your party
also agree not to use the property for any illegal or commercial purpose, including
subletting it or otherwise allowing anyone to stay in it who we have not previously
You are responsible for the actual costs of any breakage or damage in or to the
property – along with any extra costs that may result – which are caused by you or
any members of your party. We can ask for an extra payment from you to cover any
related costs including extra cleaning costs.
We can refuse to allow you into the property or ask you to leave if we reasonably
believe you or any member of your party is behaving illegally, or that any damage is
likely to be caused, has been caused or is being caused by the behaviour of you or
any members or your party. We will treat these circumstances as a cancellation by
Courtesy– we ask you to show courtesy to the occupants of other nearby properties
in particular in terms of noise, parking and tidiness of any shared facilities eg shared
Maximum occupancy – You also must not allow more people than our website states
to stay overnight in the property. You cannot significantly change the number of
adults or children during your stay. (For example, if you book for two adults and two
children, you cannot arrive with four adults and no children.) Please call us if you
wish to make alterations to your booking.
Usage – You must not hold events (such as parties, celebrations or meetings) at the
property without our advanced consent. If you do any of these things, we can refuse
to hand over the property to you, or can repossess it. If we do this, we will treat this
as you cancelling the booking. In these situations you will not receive a refund of any
money you have paid for your booking. And we will not be legally responsible to you
as a result of this situation. (This will include, for example, any costs or expenses
you have to pay due to not being able to stay in the property, such as the cost of
finding other accommodation.) We are not under any obligation to find any
alternative accommodation for you.
You must allow us or a representative (including workmen) access to the property at
any reasonable time during your stay (except in an emergency or if a problem needs
sorting out quickly and you cannot be contacted in time. In these situations, we can
enter the property at any time without giving you prior notice).
Pets– Pets are allowed in this property by prior arrangement. If agreed by us and
you bring a pet with you, it is not allowed upstairs, on beds or furniture and you must
bring suitable pet bedding. The number of pets allowed is a maximum of three. Any
fouling by your pet must be cleaned up immediately and disposed of in the dog
waste bins provided in the village.. You must not leave any pets alone and
unattended in the property, including in the garden, at any time. If the owners are
available they may agree to bring your pet into their property for a short period of
time by prior arrangement. Registered assistance dogs belonging to those with sight
or hearing difficulties are always allowed in the property. If you or any member of the
party has a pet allergy, we cannot guarantee that dogs, or other pets, have not
stayed in the property, nor can we accept any responsibility for any subsequent
Smoking – Great Hills Lodge is a non-smoking property and under no circumstances must smoking
occur inside the property or within the grounds. If, on departure, it is noted that there is a smell of smoke within the property additional cleaning charges are likely to be incurred.
Baby equipment – we can, if required, provide a high chair, a travel cot, with additional mattress (if required), baby changing mat, baby bath and two stairgates.
Availability of such equipment is limited and cannot always be guaranteed . You
must bring your own cot linen. We will leave the equipment for arrival and will leave
travel cots for you to erect (instructions will be provided) in the bedroom of your
choice. You should check all baby equipment before use and make sure you use it
Safety– guests must accept responsibility for their own and their children’s safety.
Baby equipment, play equipment, any amenities or equipment provided must be
used at your own risk. We accept no responsibility for personal injury to any guests
or consequential loss or damage to their property.
13 Security deposit
We ask for £150.00 security deposit, for each booking, which we will return by bank
transfer as soon as possible following your departure (less any costs for breakages,
damage, additional cleaning required due to condition of the property on departure, if it applies). This is in addition to the holiday prices shown on
14 Left Property
We charge a £15 administration fee plus postage, to compensate for our time in
retrieving and packing the item. We reserve the right to charge more for heavier or
valuable items. We will dispose of unclaimed items left behind to charity shops
within twenty eight days.
15 Special Requests
If you have any special requests, you must let us know when you make a booking.
Although we cannot guarantee that any request will be met. Confirmation that we
have noted a special request or passed it on to a service provider, or of the fact it is
shown on your written confirmation or any other document, is not confirmation that
the request will be met. If we fail to meet any special request, it will not mean we or
they have broken your contract.
If you want to complain, we will take action to sort your complaint out as soon as
17 Governing law
Any dispute, claim or other matter which may arise in relation to your booking will be
governed by English law and you must agree that any dispute will be dealt with by
the courts of England and Wales.
18 Communicating with you
To process your booking we will need to collect and process personal
information. From time to time we would like to send you by email, some information
about Great Hills Lodge and Cornwall including special offers that we think will
interest you. If you would rather that we did not do this, please tell us at the time of
booking or you can email at anytime to unsubscribe from this list. We will not pass
your details onto third parties. Unless it’s in circumstances where third parties would
need to know your personal information e.g. a restaurant reservation, and only to the
third party service provider concerned.