1. To Make a Booking
You can book online through our websites using paypal to pay or telephone Donna on 07599 842957 between the hours of 9am -5pm. Full payment will be required at the time of booking by debit or credit card. Apartments can not be held unless full payment is received.
2. Full payment
Please note your holiday is not confirmed until you have received written or email confirmation from us and we reserve the right to refuse any booking before we have issued the written or emailed holiday confirmation form. There may be rare occasions when we may have to refuse a confirmed booking – see ‘Alternative Accommodation’
Your booking is made as a consumer and you agree we will not accept liability for expenses, costs, losses, claims or other sums that relate to any business however so suffered or incurred by you. You must be over 18 years of age at the time of making your booking.
As soon as you receive the written or emailed holiday confirmation form, you must check it carefully. Any errors must be reported to us immediately.
3. Holiday Cost
The prices quoted include gas, electricity, and bed linen. They do not include towels.
4. Website Details
The company endeavours to ensure the information on the website is correct. However the information may have changed by the time you book so you must ensure you check all details of your chosen property including prices when you book.
We always try to maintain the very best facilities and services to our holidaymakers and changes may have occurred since booking.
Occasionally, problems mean some facility or service is either not available or restricted. The company will endeavour, as soon as practically possible, to inform the person who booked the holiday.
5. Lost Property
If you leave property in the apartment we will keep it for a period of 1 month. After that time if it has no longer been claimed it will be taken to a local charity shop. N.B please note that due to the large volume of property left at Moorlodge we will no longer be posting items on to their owners.
Your holiday group must not exceed the maximum number of people the property will sleep as detailed in the description. If it does the owner/manager can refuse to allow you to take possession of the property or make you leave before the end of the holiday. If this happens we will treat your holiday as cancelled by you and you will not be entitled to a refund of monies or compensation.
Pets are very welcome at Moorlodge Country Retreat – they need a holiday too!
8. Travel Cots and High Chairs
Travel cots and high chairs can be provided. These must be requested at the time of booking and are available on a first come first serve basis.
9. Internet Access
Please be aware that although internet is advertised as available at this property, if there are any problems with connection/availability of the internet connection during your stay caused by circumstances beyond our control, then neither the owner nor the company can be held responsible and no compensation will be given. Please be mindful that the internet is provided free of charge for general browsing/collecting emails etc.
10. Key Collection
Your property is available from 3.00pm on day of arrival and must be vacated by 10.00am on day of departure, unless otherwise stated on your holiday confirmation. Keys can be collected prior to the stated time however your property will not be guaranteed to be ready before this. In some instances we may be able to bring forward the entry time or extend the departure time, however we do require advance notice and we will only be able to confirm we are able to change the times 1 day before holiday commencement. Keys must be returned to the key box.
11. Care of Cottages
Our cottages are lovingly cared for and we ask that you treat the cottage with respect and leave it clean and tidy. Please report any damages/breakages to the property manager on or before departure in order for us to fix/replace these prior to the next guests coming in. Damage/breakages caused through neglect may be charged for, in this case we will contact you within 1 week of departure.
Any difficulties you have on holiday must be reported to the property manager straight away so that your reasonable holiday expectations may be met. This is the quickest way of resolving problems that might occur.
Problems of a transient nature should be raised straight away as they cannot be rectified after your holiday.
In the event of a complaint, you must write to us within 28 days of your return, we do not have to look at complaints received after this limit. If you return home before telling anyone of your difficulties and your claim doesn’t involve personal injury/death then we cannot accept any liability. We will endeavour to have the issue resolved within 28 days.
13. Access to the Property
There will be occasions when we will require access to the property to carry out repairs, photography, tourist board inspections etc. Wherever possible we will advise you as soon as we are aware of the date and time the access is required. A member of staff will try to accompany people on their visits.
14. Alternative Accommodation
In the unlikely event that we are unable to arrange the holiday accommodation requested, or if we have to move you from accommodation you already occupy, we will endeavour to offer alternative accommodation of a similar (or better) type as that originally requested.
15. If You Change Your Holiday
You must first telephone our admin department on 01282 838877 to discuss your requirements. Please be aware it may not possible to change to a different accommodation.
16. Changes to your booking by the owner
We do not expect to make any changes to your booking but occasionally changes do occur during and after bookings have been confirmed and occasionally confirmed bookings have to be cancelled.
Most changes are minor but if not we will offer you either: cancelling and receiving a full refund of all monies paid to us or: acceptance of the significant change or: purchasing alternative arrangements from us of a similar type and standard in the same location if available.
If the alternative is less expensive than the original we will refund the price difference.
You must tell us as quickly as possible which option you wish to take. The options are not available in respect of minor changes.
Compensation will not be paid for minor changes.
17. Reletting on your behalf
If you have to cancel your holiday within 8 weeks of arrival, when you have already paid the balance, we can, if requested in writing, try to relet your accommodation on your behalf. If successful, we will refund any monies paid by the new hirer (please note this may not be brochure price, especially if it is a late booking) less the administration fee of £50. If unsuccessful, all monies paid will be forfeited.
18. Your Responsibilities
You are responsible for the property, this means you must keep all furnishings and fittings inside and outside the property in a comparable state of repair and condition as at the beginning of the holiday. The property cleanliness must be left in the same state as you found it. Breach of these conditions may result in the owner/manager making an additional cleaning charge and/or making a claim against you as a result of any damage or loss.
You are responsible to the owner for the actual costs of any breakage or damage along with additional costs that may occur caused by you or any member of your party.
You are expected to show due consideration for other people, not to abuse the property or display rude, dangerous or offensive behaviour towards the owner or caretaker or other third party. In such circumstances possession of the property can be refused or you can be asked to leave before the end of the holiday. If this happens we will treat your holiday as having been cancelled by you and you will not be entitled to a refund of your holiday cost or compensation.
The taking or smoking of illegal substances of any kind will not be tolerated at our premises. You will be asked to leave with immediate effect and you will not be entitled to a refund in part or full.
It is your responsibility to check the holiday property meets your needs and we cannot be responsible for ensuring the property is entirely suitable for your needs.
We cannot accept any bookings that are specified to be conditional upon fulfillment of a particular request. It is your responsibility to notify us of any information regarding a medical problem or disability that may affect your holiday at the time of booking.
The owner and the company shall have no liability for any death or personal injury unless, in the case of the company, this results from the negligence of the company or its employees (providing they were at the time acting in the course of their employment) or, in case of the owner, it results from the owner’s negligence or that of any employee of the owner (providing they were at the time acting in the course of their employment). You must take all necessary steps to safeguard your personal property. No liability is accepted by the owner or the company in respect of damage to, or loss of, such personal property except, in the case of the owner, where the damage or loss is caused by the negligence of the owner or that of any employee of the owner (providing they were at the time acting in the course of their employment) or, in the case of the company, where the damage or loss is caused by the negligence of the company or its employees (providing they were at the time acting in the course of their employment).
20. Data Protection
For the purposes of the Data Protection Act 1998 Scartop Pine Villages Limited is the sole data controller of all personal data provided to us from customers and prospective customers.
The company will collect certain personal details from you including your name and address and credit/debit card details. For your holiday to be provided, the company needs to pass on your personal details to the Property Manager and organisations who provide an element of the holiday including your credit/debit card company or bank. The company would like to store and use your personal details for future marketing purposes. This would cover sending brochures and emails or details of promotions to you. We may make contact with you by E-mail, post, fax or telephone for the purposes set out in this clause for a period of 6 years after the end date of the holiday rental. If you do not wish to receive any or all of the communications set out in this clause, please let us know by telephone or letter, e-mail or fax. The company is entitled to assume that you do not object to being communicated with unless it receives notice.
Except where expressly permitted by the Data Protection Act 1998, the company will only deal with the personal details you give as set out above. The company has appropriate security measures in place to protect this information.
21. Force Majeure
Compensation payments will not apply where we cannot fulfil our obligations to our customers due to circumstances beyond our control. This would mean any event we or the owner cannot foresee with all due care, eg. riots, war or threat of war, terrorist activity, civil strife, natural or nuclear disaster, industrial dispute, adverse weather conditions, fire epidemic or health risk and similar factors beyond our control. In valid cases (for example where your booking has to be cancelled before departure due to force majeure making the property inaccessible) we will refund to you all monies paid by you.
22. Electrical Appliances
In the event an appliance breaks down, it will be repaired or replaced as soon as possible.
We will not pay compensation in such circumstances.