Please make sure you understand our terms before booking with us. These are deemed to have been agreed and accepted by you whenever you make a request to book with us. This applies to all requests whether made via email, telephone or through our website.

Booking Agents

We act as agent for the property owner. We make a booking with you on their behalf. Your contract is therefore with the owner of the property, not with Hartley and Rose Holidays. We will collect money from you on behalf of the owner, but will not be a party to your agreement with them.

The money you pay is for the rental of the property from check in time on the start date until check out time on the end date of your booking. It does not create any type of landlord / tenant relationship, only a temporary license to occupy.

Should you decide to take out any optional extras with us such as concierge service, then you will form a separate contract with us, in addition to the rental contract with the owner, for these provisions.

Eligibility to book with us

Guests must be at least 21 years old to book with us.

A credit card, debit card, or bank transfer can be used as payment on our website.

When a booking request is submitted, guests are agreeing to be bound by our booking terms and conditions and are declaring that all the information they have provided is true and accurate. Hartley and Rose Holidays reserve the right to cancel the booking if the information provided is not true or is not accurate.

Booking Process

Bookings can be made on our website, over telephone or by email exchange. For all methods, guests will be required to register their name, address, email, telephone number (and any other information that we request), with us prior to making a booking.

Where bookings are made online, guests will be given the opportunity to review all information prior to booking. It is the guest's responsibility to ensure all information is accurate. These terms and condition are available to view prior to booking. Once booking has been requested, guests are deemed to have read and accepted these terms and conditions.

Once payment has been received, guests will be sent a booking confirmation to the email address provided by them.

If making a telephone booking, we will need to send you a copy of these terms and conditions before we are able to accept your booking. Only after this can we accept your booking and take payment. Once payment has been received, booking confirmation will be sent to the email address provided.

A legally binding contract is formed once you have received the confirmation email from us. It is guests' responsibility to check that they have the received their booking confirmation. If we do not hear from guests within 24 hours of sending the booking, we will assume that the information has been received and guests agree with the information provided. Guests are responsible for checking the information contained in the booking confirmation and notifying us within 24 hours of any mistakes or errors. Guests may be charged for their own errors or mistakes but will not incur any charges where Hartley and Rose Holidays are responsible.

Charges

Hartley and Rose Holidays will charge a non-refundable booking fee for facilitating your booking.

If you choose to take out any optional extras in addition to your rental, then the relevant charges will apply.

All charges must be made in full, at the time of booking.

Cancellation and amendment requests

If you would like to cancel or amend your booking, please get in touch with us: hello@hartleyandroseholidays.co.uk. Please include your full name, address and postcode, dates of stay and booking reference. We will liaise with the owner to see if your request can be accommodated. An administration charge may be necessary, we will advise you of this at the time. Changing dates may also incur increased rental charges. You will be advised of these at the time, where applicable. All additional monies must be paid immediately and we will collect these of behalf of the owner.

If you choose to cancel your booking because you have changed your mind, the booking fee paid is non-refundable. We will have provided our booking service to you, so you are not entitled to a refund.

If you choose to cancel your booking 4 weeks before the start date of your stay, you will be entitled to a refund of only the total rental fee minus 10%. If your stay commences within 27 days of your request to cancel, then you are not entitled to a refund.

These charges do not apply if the booking has been cancelled by us.

Bookings cannot be transferred to another person.

Bookings cancelled by us

We have the right to cancel a booking on behalf of the owner if we have reasonable cause to believe:
• any information guests have supplied is inaccurate or inadequate;
• guests have broken or are likely to break these booking terms;
• guests have behaved inappropriately, unlawfully or abusively to Hartley and Rose Holidays, the owner or others;
• the booking is unauthorised or illegitimate.

In the event that we have to cancel a booking for any of these reasons, guests will be responsible for any costs reasonably incurred by Hartley and Rose Holidays and / or the owners. Guests will be notified in writing of this decision and owners will no longer be bound by the contract. Hartley and Rose Holidays will no longer have any booking responsibility to guests in such circumstances. Guests will not be entitled to any refund.

If you are asked to leave the property, you agree to do so immediately, ensuring all other guests and all personal belongings are removed also. All keys must be returned to where you were instructed to find them and left safe and secure. This is the guest's responsibility.

We may have to cancel your booking if we find out that the property is uninhabitable or no longer available, for example due to health and safety reasons. In these circumstances a refund of rental charges will apply.

Exclusion of liability

Hartley and Rose Holidays are booking agents and therefore accept no responsibility for issues with the property or its unexpected unavailability.

Website Content

Pictures and information on our website are correct and accurate at the time of issue. However, over time, things may change. We will use reasonable efforts to make any necessary changes promptly and notify guests of anything that directly affects them. Decor and finishings are subject to change and wear and tear, so guests will not be notified of such changes.

Where services listed on our site become unavailable or restricted, we will use our best endeavours to notify guests who are affected by this. We do not accept any responsibility for these matters as they are out of our control.

Personal Use

When booking with us you do so for personal, private and non-commercial use only. Only guests listed on the booking are allowed to use the property. You cannot sell a booking on or give it to any third party.

Connectivity

Whilst our properties may list wi-fi as being available, we do not accept any liability for when these services are unavailable. In rural areas, reception can be poor. When booking, guests must be aware of this, and accept that neither we nor the owners will be responsible for slow or intermittent connectivity.

Housekeeping bond

The housekeeping bond for each property is displayed on each property information page. We will hold the payment details used to make your booking in order to collect the housekeeping bond. If this payment method expires or changes before your stay is complete, you must immediately arrange an alternative payment. Failure to do so may result in your booking being cancelled.

If it is necessary to retain all or part of the bond, you will be notified of the reason in writing. The remainder will be returned to you within 7 days of your stay ending.

Housekeeping rules

Only those guests specified on the booking form may stay at the property. If it is reasonably believed that there are additional guests at the property, the booking can be cancelled with immediate effect.

Guests agree to keep all furniture, fixings, fittings, utensils, equipment, facilities and all other aspects of the property in the same condition as they found it. If the property is found to have been damaged or misused in any way, additional charges may be taken from the housekeeping bond to restore the property to its original state at the beginning of the stay. This applies to cleanliness and untidiness too.

Any breakages or damage must be reported to the owners immediately. Guests agree to reimburse the cost of repair and / or replacement, as necessary.

Guests must always be respectful of the neighbours and not cause any nuisance or disturbance.

No parties or events are to be held in the property unless written consent has been obtained from the owners.

No commercial or business use is permitted, with the exception of staying at the property for a work or business trip.

Keys to the property are to be kept safe at all times. Any lost keys will result in a charge to replace. If it is necessary to change the locks, guest will be responsible for this charge also.

All key codes and information relating to this booking must be kept confidential by all of the guests, at all times.

Each property will have their own housekeeping rules, in addition to these. These are available to guests upon request, prior to booking. They will also be found in each property, upon arrival. When making a booking with us, guests agree to be bound by these.

Pets

If pets are allowed, this will be expressly stated on each individual property listing. There is an additional charge for any pets staying at the property, this will be shown at the time of booking.

If guests have pets at a property which does not permit them, or have more pets than have been expressly permitted, the booking may be cancelled with immediate effect.

Dogs must have up to date flea treatments before arrival.

Pets must be kept under control at all times and away from neighbouring properties.

Pets must not be left alone or unsupervised at the property at any time. This includes gardens and outdoor spaces. They are not permitted upstairs, in bedrooms or on furniture.

It is the guest's responsibility to clean up after their pet, removing all trace before they leave.

Access during your stay

Guests must permit the owners or their representative's reasonable access to the property during their stay

Privacy Policy / Cookies

When you submit your personal information to us, you are agreeing to us using that information as necessary in the course of our duties. This may include sharing that information with others.

By accessing our website or by making a booking with us you are consenting to us using cookies. This can be changed by you at any time.

We may record telephone calls and in the event of a dispute use these recordings to resolve that dispute.

The person booking the stay is responsible for ensuring all guests are aware of these terms and conditions and ensuring they comply with them.

We may update these booking terms and conditions from time to time. The latest version will always be displayed on our website so please be sure to check these before you make your booking. The booking terms that apply to your booking will be the terms displayed at the time and date your booking was made. It is your responsibility to be familiar with these.