We want you to feel completely confident when booking your holiday with Cottage Tree. We hope that you will find the booking process easy to follow, clear and efficient. If at any point you have any problems or queries relating to your booking, or the booking process, please do not hesitate to contact us. If you do not have an email address, bookings can taken by telephone.
Cottage Tree are letting agents, and we have been appointed by the owners of the properties on our website. When making a booking, you are entering into a contract with the owner of the accommodation, who is responsible in full for your care and comfort during your stay. We are of course here to help and assist you if you need us.
Bookings with Cottage Tree can be made online or by telephone. After a booking has been made, an automatic acknowledgement will be sent by email. We will check that the details have been entered correctly, advise the owner of the booking and then email the booking confirmation to you. It is at this point that the contract between you and the owner becomes effective. Please do check all the details carefully and notify us immediately if there are any errors. If you do not have an email address, then we will send the confirmation to you by post.
We will require your payment details during the booking process. You may pay by credit or debit card, bank transfer (BACS) or cheque. We do not charge fees for any payment type. Our website uses a secure payment gateway with the latest technology available to ensure that your details stay safe and secure. Cheques should be made payable to Cottage Tree Limited (Written in full). We can only accept payment via BACS or cheque if you are booking more than three weeks prior to the start date of your stay. Should it be necessary to re-present a cheque, you will be responsible for any bank charges incurred by Cottage Tree.
A deposit of 25% is required when making a booking. In the event that you have to cancel your booking, this deposit is non-refundable. We strongly recommend therefore, that you have suitable holiday insurance cover.
Full payment must be made six weeks before the start date of your holiday. We will send an email to remind you that the balance is due, but do not accept liability in the event that the email is not delivered. If we have been unsuccessful in being able to contact you, non payment of your balance, by the due date, will constitute cancellation of the holiday and forfeiture of the deposit payment. For bookings made less than six weeks before the start of your holiday, the full balance is payable. Please do let us know if exceptional circumstances have prevented you from paying on time.
Should you need to change the dates that you have booked, we will be happy to do so subject to availability and agreement by the owner. You can extend your stay by adding extra nights if they are available and match the changeover days. We will recalculate your final balance at the current seasonal rental rate.
Very occasionally, a property becomes unavailable for reasons beyond the owner's control. If this occurs, we will do our very best to find you an appropriate alternative property or, at your request, refund to you any monies you have paid, but neither we nor the owner shall have any other liability to you.
If you have to cancel your holiday, for whatever reason, please contact Cottage Tree immediately and we will advise the owner and endeavour to re-let the property for the period of your cancelled booking. If you cancel more than six weeks before the start of your holiday you are only liable to pay the 25% deposit. If you cancel less than six weeks before the start of your holiday you are liable to pay the full amount if the property is not re-let. If we are able to re-let your cancelled stay, then you will receive a refund less the 25% deposit and £30.00 admin fee. We regret that It is not possible to transfer your booking from one property to another. Cottage Tree, or the owner, can refuse any booking and will return any monies you have paid directly with no further obligation.
We recommend that you arrange your own travel insurance to cover cancellation, loss or damage to possessions or accidental damage to the property. It is worth checking that your insurance does include cover for UK holidays.
A Deposit Against Damage is required at most of our properties. This varies depending on the property and is payable with the balance payment six weeks before the start of your holiday. When confirmation has been received from the owner or housekeeper that the house has been left in good order, the deposit is automatically refunded to the same card from which it was paid within 7-10 days of departure from the property.
For safety reasons, the names of guests who will be staying at the property have to be supplied prior to the start of the holiday, and the occupancy limit of the property must not be exceeded.
Pets are allowed at certain properties as detailed in each property description. Some properties may have rules on the size or type of dog or dogs, and it is your responsibility to advise us of the exact details accordingly during the booking process. If you have any questions relating to this, please do not hesitate to contact us. When you agree to the booking terms and conditions during the booking process, you are agreeing to the Paws Clause (pet policy!) so please do make sure that you have read and accepted all the requirements and conditions.
On the day of arrival, the check-in time is from 4pm. On the day of departure the check-out time is 10am. On some occasions, early arrival or later departure times may be arranged directly with either the owner or housekeeper. Owners contact details will be sent to you by email one week before the start of your holiday. Included in this email will be the address and directions from the nearest town or village and arrangements for the provision of keys. Most properties have key safes which give you maximum flexibility to arrive at your convenience after 4pm.
In order to process your booking we will need to collect certain personal details from you. These details will include the name and address of the person making the booking, the names of all the people who will be staying at the property, including children and their ages. The person making the booking must be at least 18 years old at the time of booking. We will require an email address so that you can receive automatic confirmation and reminders (a postal option is possible if you do not have an email address). We will require debit or credit card details to secure your booking, but these details are not stored on our database. We will not pass on any of your personal information to third parties. We may update you with special offers or news by email, but if you would prefer to be removed from our database at any time after your holiday, please do just let us know.
Neither the owner, nor Cottage Tree accepts responsibility for loss or damage to belongings nor injury or accident to any of the guests. All guests are expected to keep the premises, furniture, fittings and effects in the same condition as at the start of their stay. Any damage or breakages should be reported to the owner, housekeeper, or Cottage Tree as soon as possible, and before the end of your stay. Unreported damage or breakages will be deducted from your Deposit Against Damage. Guests are expected to show respect and consideration to other people, including local residents. Excess noise, rude or offensive behaviour towards the owner or any other third party will be considered a breach of the conditions of hire. Some properties do have a telephone, mainly for emergency use. Please be aware that you will be responsible for any charges for calls made during your stay.
Where Wi-fi is provided it is intended for email and surfing the net only and should not be relied upon for business use. Please refer to the Guests Information Folder at the property for more information and please respect any limit on usage. If used for downloading the owner may claim on the Deposit Against Damage for costs incurred where the allowance is exceeded.
On departure, please leave the cottage clean and tidy, the dishwasher and washing machine empty and ensure that any rubbish or bottles have been removed or disposed of as detailed in the Guest Information Folder. If additional cleaning is necessary, an extra charge may be made or deducted from the Deposit Against Damage.
Please do let us or the owner know as soon as you discover that items have been left behind. We can arrange for items to be returned by post. The cost incurred of post and packaging can be deducted from your Deposit Against Damage or by payment card prior to despatch.
We do ask that large groups of friends that are making a booking for a special occasion or event advise the owners, or Cottage Tree, of the details. We may be able to help you with additional services or give you some ideas to enhance your stay. Please be advised that the person who has made the booking is ultimately responsible for the other guests in their party, and should take time to make sure that their guests are aware and adhere to the terms and conditions accordingly.
Guests are responsible for ensuring that the property is secure at all times during your stay and on your departure.
Smoking is not permitted inside any of the properties. Extra care should be taken for wooden buildings, thatched roofs and hayfields or barns. Any evidence of smoking outside should be removed before departure.
Your holiday experience is important to us and we want your accommodation to meet your reasonable expectations. If you are dissatisfied, please notify the Owner or housekeeper and Cottage Tree immediately so that investigation can be carried out and any necessary action taken. Under no circumstances can complaints be made after your departure, or where the Owner or the Agent has been denied access and/or the opportunity to try to resolve the issues during your stay, be considered for compensation. We cannot deal with complaints after departure.
Our rental rates are calculated and set once a year however, occasionally it may be necessary to amend these rates. After a booking has been accepted and the confirmation emailed to you, there will be no alterations to the price quoted.
We will not enter into negotiation regarding any price difference that may occur subsequent to your booking having being confirmed.
We have built our website to provide property information clearly and concisely, and have compiled all the content in good faith and in agreement with the property owners. Should any significant changes occur after your booking has been confirmed, we will of course let you know as soon as we are made aware. Cottage Tree will not be liable for any minor inaccuracy in descriptions or information.
Gas, electricity and services are included in the rental. Further details are available on individual property descriptions. Bed linen and towels are supplied. For guests staying for two weeks or more, a weekly housekeeping service is provided together with a change of linen. This is arranged with the housekeepers or owners on arrival.
We would recommend that guests travelling to the UK ensure that they have adequate travel and holiday cancellation insurance that covers the whole duration of their stay.
This document supersedes all previous booking terms and conditions