direct booking terms & conditions
Reserving dates:
Payment by direct bank transfer must be received to confirm a reservation – dates will remain available to book by others until payment is received to reserve them.
The necessary bank details will be provided on booking request once the guest has confirmed agreement to these terms and conditions.
Once payment is received, we will confirm receipt and reserve the dates.
If a deposit only has been paid to reserve the dates, we will contact you in the days leading up to the due date for the remaining balance.
We will then be in touch in the days leading up to the check in date of the reservation with all of the information required such as directions, where to park, how to access the key, and lists of what we provide and what you will need to bring etc.
Payment for reservation:
If the booking is 3 months or less away – 100% payment required upfront to reserve dates.
If the booking is more than 3 months away – EITHER 100% paid upfront or 50% of balance paid to reserve dates, remaining 50% to be paid no later than 6 weeks before arrival date.
Dates will be reserved on receipt of payment – dates will remain available to book elsewhere until a payment has been received.
On booking, all guest details are required – Full names, addresses, telephone numbers and email addresses.
Terms and Conditions
(1) Booking:
Direct booking requires an upfront payment of the full balance / 50% of the balance of the stay cost, unless discussed and agreed otherwise, by bank transfer. On receipt of the balance, the dates will be reserved and the check in information will be provided in the week leading up to the stay. Check in on the first day of the stay is from 4pm and check out on the final day is by 10am, unless agreed otherwise.
(2) Cancellation:
Full refund for cancellations made within 48 hours of booking, if the check-in date is at least 14 days away.
50% refund for cancellations made at least 7 days before check-in.
No refunds for cancellations made within 7 days of check-in.
In the exceptional circumstances that we need to cancel your booking due to unforeseen circumstances (such as emergency property repair works being required), if an alternative date for the booking cannot be agreed, we will of course provide a full refund.
(3) Booking amendments:
If you need to amend the dates of your stay, please contact us as soon as possible and we will do our upmost to accommodate the changes. Please be aware there may be a change in the total price of the stay depending on the rescheduled dates chosen. Rescheduled dates will not be secured until additional payment has been received where required.
(4) Coronavirus:
Any cancellations / amendments to a booking due to Coronavirus will be dealt with appropriately on a case-by-case basis but as a general rule we would hope to agree an alternative date for your stay. In the unlikely event that an alternative date for your stay cannot be fulfilled, refunds for cancelled bookings due to coronavirus will be considered as follows:
- A national lockdown is enforced by the government and all travel / overnight stays throughout the UK are banned - 100% refund
- Ludlow / Shropshire go into ‘local lockdown’ enforced by the local council whereby all travel in and out of the county and overnight stays are banned - 100% refund
- Guests hometown / county goes into a ‘local lockdown’ enforced by the local council whereby you are unable to travel out of your area to Shropshire - 50% refund
Please note: should you decide you are not comfortable to go ahead with your booking due to coronavirus but there are no travel restrictions in place, we will offer the option to amend your booking date to an alternative time. If you wish to cancel the booking altogether, the standard cancellation refund policy (1) stated above will be enforced.
(5) Loss, Damage and Injury:
- During your stay you will be responsible for the cost of any accidental damage caused to the property or any contents by you or your party in excess of £200.
- You will be responsible for 100% of the cost of any non-accidental damage caused to the property or any contents by you or your party. Any loss or damage caused by failure to meet the requirements set out in these terms and conditions or in the guest guidebook provided on arrival at the property will be considered non-accidental damage.
- We shall not be held responsible for any injury or death caused by improper use at the property or by failure to meet the terms and conditions set out here or in the guest guidebook provided on arrival at the property.
- We shall not be responsible for any loss or damage to any vehicle or belongings, or injuries sustained by you or any member of your party during your stay.
- If on arrival at The Wain House you discover anything is missing or damaged, please notify us immediately. If you do not notify us, we will assume the relevant damage or loss was caused by you.
(6) General:
- You will be provided with a Guest Guidebook and Fire Safety Guide on arrival at the property that contains important information and instructions. It is your responsibility to read it thoroughly and follow the guidance provided. A copy of this guidebook can be provided by email prior to your arrival on request. We will assume you have read and understood all information and guidance in the guidebook and therefore will not be held responsible for any accidents that may occur as a result of not doing so.
- We request that you keep the property and its contents clean and tidy and leave it in the same condition as when you arrived.
- You must not take any item away from the property during or after your stay unless stated otherwise in the guidebook or gifted to you as part of the stay. If anything is found to be missing after your stay which we have not been notified of, we will claim for the cost of replacement.
- Smoking is strictly not permitted in any part of the property. If you or any of your party do smoke this must be well away from any properties in the courtyard. All litter from smoking such as cigarette ends must be cleared away and not left on the property.
- You must only use the accommodation for the purposes of your holiday. You must not use the accommodation or allow it to be used for any other purpose or for any dangerous, offensive, noisy, illegal or immoral activities. You must not cause any nuisance or annoyance to the neighbours during your stay.
- No other persons, other than the guests booked, should stay or visit the property without prior permission.
- Car parking on site is at the owners risk. We provide a designated area for guest parking but will not be held responsible for its safekeeping during the stay.
(7) Our rights of access
Our staff or contractors may need to access your accommodation if there is an unforeseen problem, to investigate a complaint you have made, or to perform certain routine property checks. If this happens, we will do our best to let you know in advance of the date and time that we will need access. If your stay with us lasts more than fourteen days, we will provide a service clean. Our staff or contractors will need to access the accommodation in order to perform any service clean. If we do need to access your accommodation for any reason, we will always try to access the property at reasonably convenient times (other than in the event of an emergency).
(8) Our right to evict
We may terminate our contract with you and ask you to leave your accommodation immediately (without any compensation being payable) if:
(a) we consider that you or your party have committed a serious breach of these terms and conditions;
(b) we consider that your or your party’s behaviour endangers the safety of our visitors or staff;
(c) any complaints are made of anti-social or unacceptable behaviour against you or your party;
(d) you or your party cause an unreasonable amount of damage to the property or its contents; or
(e) you exceed the maximum occupancy limit for your accommodation.
(9) Events beyond our control
We will not be responsible for any failure to perform our obligations under these terms and conditions that is caused by an event outside our control. An event outside our control means any act or event that is beyond our reasonable control, including, without limitation, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, strikes or industrial action by third parties, terrorist attack or threat of terrorist attack, war or threat of war, civil commotion, riot, invasion, or failure of public or private telecommunications networks. We accept no liability for any works or activity of any sort occurring on any nearby premises nor shall we be liable for making any enquiries about the likelihood of or providing any information to you about any such works or activity during your stay.