Booking Terms & Conditions

 

The Owners will follow all relevant Government Health and Safety advice and all legal requirements to ensure safety during your stay with us. We ask that all guests respect the shared nature of our property and behave responsibly with due consideration to others so that we all stay safe.

These conditions apply to all reservations once a deposit payment for the booking has been made and receipt of the payment has been acknowledged. By making a deposit payment on booking, you are accepting these terms and conditions, so please read through them carefully.

The Hirer (you) – This is person named on the booking information and they are responsible for all payments and any damages. Refunds will only be made directly to the Hirer.

 

The Owners (us) – Sam & Simon Marston

 

Reservations - A reservation only becomes a booking when the agreed deposit has been received and this has been acknowledged to the hirer in writing.

 

Booking Procedure 

Bookings can be made by telephone, email or online. A non-refundable booking deposit of £100 per week is required at the time of booking to secure your dates. This will be deducted from the balance due. For late bookings (less than 4 weeks before arrival), the full rental price will be payable at booking.

 

Payment for the remaining balance (if not already paid) will be due no less than 4 weeks before your arrival date. We will email you with a reminder 1 week before the balance is due but please make a note for yourself. If the balance is not paid by the due date, we reserve the right to cancel the booking.

 

Payment Method

BACS

Required Information

For Legal reasons and as a Fire Safety precaution, we will need your postal address, contact number(s), email address, nationalities (if travelling from overseas) and the names of everyone staying.

 

Changes to your booking

If you want to change any detail of your confirmed booking, we will do our best to make the changes. We must receive your notice in writing by post or email. We cannot guarantee that we will be able to meet your request.

 

Cancellations

If you (the Hirer) need to cancel your holiday for any reason (apart from Government public health measures (see below), any monies (deposits and final payments) you have paid to us are non-refundable. If we are able to re-let the accommodation we will refund you, the Hirer, the portion of the rental fee that we are able to recover from the replacement rental less a £25 admin charge. We recommend that the Hirer take out holiday insurance against any unforeseen circumstances that may give you cause to cancel and forfeit your payment/s.

 

Cancellations due to Government public health measures

If you have to cancel your booking because UK Government public health measures mean you are not allowed to travel you may choose to either - Transfer your booking to a later date free of any administration charges (Subject to availability - you will have to pay any difference in price if the cost of the new booking is higher or be reimbursed the difference if the cost of the new booking is lower) OR obtain a refund of the amount already paid by you for the booking. If you have to cut short your stay because of newly announced UK Government public health measures, we will refund you in full the days of your holiday that you are unable to take.

 

Availability 

If, due to circumstances beyond our control, the accommodation is not available, we will refund you in full. Refunds will be made back to the Hirer only and not to a third party or group. The refund will be made on the first day that the booking was due to start. We accept no liability for any consequential losses or costs incurred by the Hirer. The Hirer is advised to take out their own travel insurance policy to cover any such losses/costs.

 

Arrival/Departure Time

Arrival time is after 4pm and departure time is before 10am. A Welcome Pack containing all the information for your stay will be emailed to you a week before your arrival.

 

Late Arrivals 

You must contact us immediately if you are going to be late. If you do not arrive at the property within 24 hours of your arrival time without notifying us, then we shall be entitled to treat your booking as being cancelled by you and the above Cancellation Policy shall apply. We reserve the right to re-hire the holiday let and admit no liability in respect of inconvenience to the Hirer, or cancellation charges for other pre-booked expenditure by the Hirer. We will not reimburse days missed before arrival, nor allow extra free days to be added on to the rental period. 

 

Early Departures

Should you depart early, no refunds will be given.

 

Leaving your own vehicle

You may park your car on our private driveway. However, vehicles are left entirely at your own risk and we accept no responsibility for any loss or damage which may arise.

 

Smoking/Vaping 

We have a strict “no smoking/vaping” policy inside and outside the holiday let. The Hirer will be liable for the full cost of any cleaning or repair caused by smoking/vaping, including resulting loss of rental days. 

 

Pets

No pets allowed.

Electric cars

Sorry, but we are unable to offer a charging service.

 

The Property 

You can arrive at the Property after the time specified by us on the Arrival Date for your holiday and you must leave by the time specified by us on the departure date we give you.

 

The owners accept no responsibility for personal injury to guests, loss or damage to their property or matters over which they have no direct control. We reserve the right to refuse any booking at any time.

 

Occupancy

2 Adults (MAX).

Visitors are NO permitted unless agreed with the Owners in advance. You cannot allow more people to stay in the Property than expressly authorised, nor can you significantly change the makeup of the party during your stay in the Property. If you do so, we can refuse to hand over the Property to you, or can require you to leave it. We will treat any of these circumstances as a cancellation of the Booking by you and we shall be under no obligation to refund you for any fees already paid to us in those circumstances. Any refund will be at our sole discretion.

Your obligations

You agree:

  • To comply with the regulations set out in the property manual supplied at the Property and will ensure that they are observed by all members of your party.

  • To keep and leave the Property and the furnishings, including items such as kitchen equipment, crockery and glasses, clean and in good condition. Any breakages need to be advised at the time so that we can ensure that suitable replacements are available for our next guests.

  • Not to cause any damage to the walls, doors, windows or any other part of the Property. Unreasonable damage will be charged to the guest and claims will be pursued through the small claims court if necessary.

  • To keep the key to the property safe at all times. Lost keys will incur a replacement charge.

  • Not to do anything that may be reasonably considered to cause a nuisance or annoyance to us or to any other occupier of neighbouring properties.

  • To take all necessary steps to safeguard your personal property while at the Property.

  • To ensure that each member of your party is covered by comprehensive travel insurance (including cancellation, flight delays, loss and damage to baggage and other property) and health insurance (including evacuation and repatriation coverage). 

  • To allow us or any representative of ours access to the Property at any reasonable time during your stay for the purpose of essential repairs, in an emergency or to ensure you are complying with this Booking Contract. 

  • Not to transfer your Booking or any rights and responsibilities under this Booking Contract to any other person, without our prior written consent. 

  • To respect the Governments directions in relation to social distancing, hygiene and cleaning at all times.

 

Your holiday during COVID-19 restrictions

All guests are required to respect the Governments directions in relation to social distancing, hygiene and cleaning at all times.

Before you leave home

  1. Please do not travel if you or any member of your party is displaying symptoms of Covid-19 as defined in current Government guidance or public health measures mean you are not allowed to travel. Please notify us immediately if this is the case.

  2. Please make sure you are aware of our check in time as we will not allow check ins before 4pm. There are no exceptions.

  3. Please let us know ASAP if you would prefer to bring your own bedding & towels.

On arrival

  1. Please park on our driveway as advised in your Welcome email.

  2. The key to the accommodation will be in the key-safe just outside your front door (key-code will be provided in your Welcome email).

 

During your stay

  1. Should you or any of your party display any symptoms of Covid-19 during your stay, the Government advice is that you should return home immediately. Please notify us that this is the case so that we can close the Retreat and ensure no one enters it.

  2. If you have any problems or repairs/replacements, please phone us to discuss a suitable time when you will be out and we can then access the accommodation safely.

  3. If you have any concerns at all please let us know STRAIGHT AWAY.

Complaints 

Every effort has been made to ensure that you have an enjoyable and memorable holiday. If however, you have any cause for complaint it is important that remedial action is taken as soon as possible. It is essential that you contact us if any problem arises so that it can be speedily resolved.

 

GDPR (General Data Protection Regulation)

This Policy defines how we use and protect data collected by us in relation to your use of our website, www.rivervalleyretreatcornwall.co.uk and in relation to any enquiry or booking you make with us. Data is collected and stored in compliance with the EU General Data Protection Regulation (GDPR). By entering into this agreement you agree that we can process and store your personal information in connection with this agreement.

 

What we collect

If you contact us we will collect your name and contact details which you provide, such as your email address and contact telephone number. If you make a booking with us we will collect data necessary for our booking records, including name of all guests (and age of under 18s), your address, telephone number(s), email address(es) and any preferences you express with regard to your booking. We occasionally collect credit/debit card details provided by you in order to make rental payments but these are not held or stored in any way once the payment has been processed (usually a few minutes - see below).

Why do we collect your data? 

We collect data from you to enable us to respond to a request from you for information or to enable us to complete a booking as requested by you. Our legal basis for processing is ‘contract’ – in that we need your details in order to contact you

by telephone, email or post to keep you informed about and fulfil our obligations to

you regarding your enquiry or booking. We have assessed that this is necessary and that there is no other way to reasonably fulfil these obligations.

 

How do we store your data?

Your data as described above are held in a secure, password protected email account and Excel spreadsheet accessible only as described below.

 

Who has access to your data?

Your data is only accessible by the owners of River Valley Retreat, Sam and Simon Marston. We do not share your data with anyone else unless required by law, or to protect our own interests or legal rights (for example to submit an insurance claim or legal challenge regarding your booking).

How do we use your data?

We use your data to contact you regarding your enquiry or booking, and in order to request rental payments from you. We also store your details (NOT credit/debit card information) for our booking records, for the minimum time required by law (see below).

 

How long do we store your data for?

If you make an enquiry your name and contact details are only used for the purposes of answering the enquiry.  If the enquiry does not lead to a booking, these details are deleted seven days after we last heard from you. If you ask us to keep your details on file in case a cancellation comes up, we will store and use it as described above and delete it as soon as the period requested by you has passed, unless you have made a booking with us in that time. If you book with us your details are held in our booking records for the minimum time required by law, which is 6 years as required for accounting purposes.  After this time they are deleted from our systems. Credit/debit card details are held by us (telephone payments) only until a payment is processed (usually a few minutes) and are not stored or recorded in any way.

Your Data Rights 

You have the right to request details of the personal data we hold about you. Please email us at rivervalleyretreatcornwall@outlook.com or use the contact us facility to raise your request and we will respond with a full list of any data we hold about you within one month.  You also have the right to have personal data we hold on you corrected or completed – again please contact us as above and we will correct or complete our records on you within one month. You also have the right to object to us processing your data or to request that we restrict processing of your data under certain circumstances.  Please contact us as above and we will respond to your objection or request within one month. You have the right to lodge a complaint regarding our collection, retention or use of your data with the UK Information Commissioners Office (ICO). 

 

Updated February 2021