Erskine Cottage Conwy Terms & Conditions
These Terms & Conditions apply to bookings for Erskine Cottage Conwy, referred to below as “the Property”.
By making a booking, the guest agrees to these Terms & Conditions, the house rules, and any booking conditions shown on the booking platform or direct booking website at the time of booking.
“We”, “us” and “our” mean the accommodation provider identified above. “You” and “your” mean the person making the booking, referred to as the lead guest. These Terms & Conditions, the booking confirmation and the House Rules supplied before booking form your holiday accommodation agreement. Nothing in these terms excludes or restricts your statutory consumer rights.
1. Making a Booking
1.1 The lead guest must be at least 18 years old and provide accurate booking and contact details.
1.2 Before completing a booking, you must check the dates, guest numbers, price, payment schedule, cancellation policy and any additional charges.
1.3 A booking becomes binding when we issue written confirmation after receiving any payment required at that stage, unless a different confirmation process applies through your booking platform.
1.4 You must notify us promptly if the confirmation contains an error.
1.5 The lead guest must provide these terms and the House Rules to everyone in their party and any approved visitors, and take reasonable steps to ensure compliance. Each adult remains responsible for their own conduct.
1.6 Bookings cannot be assigned, transferred or sublet without our prior written agreement.
2. Bookings Through Third-Party Platforms
2.1 If you book through Airbnb, Booking.com or another platform, its applicable booking, payment, cancellation and dispute procedures also apply.
2.2 These terms do not override protections or conditions applicable to your confirmed platform booking.
2.3 Additional fees, deposits or restrictions will not be introduced after booking unless they were disclosed beforehand, are subsequently agreed with you, or are otherwise permitted by law.
3. Holiday Accommodation and Property Use
3.1 The Property is provided solely as temporary, self-catering holiday accommodation for the confirmed dates.
3.2 It must not be used as your main or permanent residence, a party venue, or premises for customer-facing business activities.
3.3 Ordinary remote working incidental to your holiday is permitted.
3.4 Commercial photography, filming, organised events and other commercial activities require our prior written approval.
3.5 The legal status of your occupation is determined by applicable law and the circumstances of the stay. Nothing in these terms removes rights that apply by law.
4. Occupancy and Visitors
4.1 The Property accommodates a maximum of four people, including children and infants.
4.2 Overnight occupancy must not exceed the number confirmed in your booking or the maximum occupancy limit.
4.3 Additional overnight guests require prior written approval and must remain within the maximum occupancy limit.
4.4 Day visitors require prior agreement. Approved visitors must comply with the House Rules and must not cause overcrowding or disturbance.
4.5 Parties, events, stag or hen celebrations and disruptive gatherings are prohibited.
5. Prices and Payment
5.1 The total booking price, payment deadlines and any mandatory additional charges will be disclosed before you complete your booking.
5.2 Unless stated otherwise before booking, the price includes normal domestic use of gas, electricity, water and heating, standard changeover cleaning, bed linen and towels.
5.3 Approved pet fees and any optional extras will be disclosed before you agree to them.
5.4 Full payment must be received before arrival unless otherwise agreed in writing.
5.5 If payment is overdue, we will normally give written notice and a reasonable opportunity to pay. If payment remains outstanding after the stated deadline, we may cancel the booking in accordance with the applicable cancellation policy and consumer law.
5.6 We will not increase the agreed price of a confirmed booking without your agreement, except where a change is required by law.
6. Security Deposits and Card Pre-Authorisations
6.1 Any security deposit or card pre-authorisation must be disclosed before booking, including its amount, collection method and release arrangements.
6.2 A deposit is security against reasonable, evidenced losses. It is not an automatic penalty for breaking a rule.
6.3 Proposed deductions may cover damage, missing items, lost keys, cleaning beyond normal changeover requirements, or other reasonable costs directly caused by negligence, misuse, deliberate acts or a breach of these terms.
6.4 We will not charge for fair wear and tear, pre-existing damage, ordinary cleaning or matters for which you are not legally responsible.
6.5 Before seeking payment or making a permitted deduction, we will explain the claim, provide reasonable supporting evidence and give you an opportunity to respond.
6.6 Where we hold a deposit directly, we will normally return the undisputed balance within 10 calendar days of departure, provided we have the information reasonably needed to return it. If a claim remains unresolved, we will explain the delay and retain only an amount reasonably related to that claim.
6.7 Platform-held deposits and pre-authorisations follow the platform or payment provider’s applicable procedures.
6.8 A deposit does not limit your liability for a valid claim exceeding its amount. We will not recover the same loss twice.
7. Cancellation by the Guest
7.1 The cancellation policy clearly disclosed before booking and recorded in your booking confirmation applies, subject to your statutory rights.
7.2 Cancellation requests must be submitted through your original booking platform or, for direct bookings, using our stated contact details. Please retain the cancellation acknowledgement.
7.3 Any cancellation charge or retained payment must be fair and proportionate to the loss resulting from cancellation.
7.4 We will take reasonable steps to reduce avoidable losses and take account of relevant cost savings and income received from rebooking the same dates. We will not recover the same loss twice.
7.5 Leaving early or deciding not to use the accommodation does not automatically create a right to a refund. Your entitlement depends on the circumstances, the applicable cancellation policy and your statutory rights.
7.6 Holiday accommodation booked for specific dates does not normally benefit from the standard 14-day change-of-mind cancellation period.
7.7 We recommend suitable travel insurance covering cancellation, illness, travel disruption, interruption and personal belongings. Insurance does not replace or restrict your rights against us.
8. Changes Requested by the Guest
8.1 Changes to dates, guest numbers or other booking details are subject to availability and our written agreement.
8.2 We will explain any price difference or reasonable administration charge before you agree to the change.
8.3 Unless expressly agreed otherwise, requesting a change does not cancel the original booking.
9. Cancellation by Us and Property Unavailability
9.1 If we cannot provide the booked accommodation, we will notify you as soon as reasonably practicable.
9.2 We may offer alternative dates or accommodation, but you are not obliged to accept them.
9.3 If the booking is cancelled because we cannot provide the Property, we will refund payments for the accommodation and services not supplied, normally within 14 days of cancellation.
9.4 If only part of a stay is affected, any refund or other remedy will reflect the circumstances and your statutory rights.
9.5 Events outside reasonable control may include serious fire, flooding, exceptional weather, major utility failures or legal restrictions. We will take reasonable steps to minimise disruption and explain the available options.
9.6 Such events do not automatically remove refund rights. Nothing in this section excludes liability arising from our negligence, breach of contract or any liability that cannot lawfully be excluded.
10. Check-In and Check-Out
10.1 Check-in is from 3:00 pm on the arrival date.
10.2 Check-out is by 10:00 am on the departure date.
10.3 Early check-in and late check-out require prior agreement. Any optional charge will be disclosed before you agree to it.
10.4 Entry instructions will be provided before arrival once the agreed payment and other reasonable booking requirements disclosed before booking have been completed. Please contact us if you have not received them.
10.5 Keys must be returned and the key safe secured in accordance with the departure instructions. Entry codes must not be shared with unauthorised people.
10.6 Unauthorised late departure may result in a charge for reasonable, evidenced additional costs directly caused by the delay. Charges will not be imposed as a penalty or result in double recovery.
11. Dogs and Other Animals
11.1 Dogs are welcome by prior arrangement only. We accept a maximum of two small dogs or one medium-sized dog, subject to approval.
11.2 Any pet fee will be disclosed before booking or before a dog is subsequently added by agreement.
11.3 Other pets require specific written approval.
11.4 Dogs must not be left unattended at the Property, including in a crate or in the courtyard.
11.5 Dogs must be kept under control and must not disturb neighbours.
11.6 Pets are not permitted on beds or soft furnishings. Please bring suitable bedding and towels for them.
11.7 You must remove pet waste promptly and leave indoor and outdoor areas clean.
11.8 You are responsible for reasonable, evidenced damage or additional cleaning caused by your pet beyond what is covered by the agreed pet fee. We will not charge twice for the same service or loss.
11.9 Assistance dogs are not treated as pets. We will consider individual requirements and make reasonable adjustments as required by applicable equality law. Pet fees and restrictions will not be applied where doing so would be unlawful.
12. Smoking and Vaping
12.1 Smoking and vaping are prohibited inside the Property.
12.2 Smoking outside must not cause disturbance, create a fire risk or allow smoke to enter the Property. Cigarette ends must be extinguished fully and disposed of safely.
12.3 If a breach causes damage or requires cleaning beyond the normal changeover, we may seek reasonable, evidenced costs under section 6 and section 13.
13. Property Care, Damage and Additional Costs
13.1 You must take reasonable care of the Property and its contents and follow the supplied operating instructions.
13.2 Report damage, breakages, missing items, hazards or maintenance problems as soon as reasonably practicable.
13.3 Please tell us promptly about any significant issue discovered on arrival so we can investigate and address it.
13.4 Do not attempt repairs or alter equipment without permission, except where immediately necessary to prevent injury or further damage.
13.5 Large furniture must not be moved without permission, except where immediately necessary for safety. Property contents must not be removed.
13.6 You are responsible for losses caused by your negligence, deliberate acts, misuse or breach of these terms, and by people for whom you are legally responsible.
13.7 Charges must reflect reasonable, evidenced costs and take account of an item’s age, condition and appropriate repair or replacement cost. You will not be charged an unjustified new-for-old replacement value.
13.8 Any claim for lost booking income must relate to a reasonably foreseeable, evidenced loss directly caused by the breach. We will take reasonable steps to reduce the loss and avoid double recovery.
13.9 We will not debit a payment card without a valid authorisation or other lawful basis. Claims will follow applicable payment-provider and booking-platform procedures.
14. Utilities, Heating and Electric Vehicles
14.1 Normal domestic use of utilities is included in the booking price unless a different arrangement was clearly disclosed and agreed before booking.
14.2 Please use energy and water responsibly, close windows when heating is on and follow the departure instructions for heating controls.
14.3 Do not interfere with boiler settings, meters, safety controls or fixed electrical installations.
14.4 Electric vehicles must not be charged from domestic sockets or extension leads without our express written authorisation and an approved safe arrangement.
14.5 We will not impose a discretionary “excessive use” surcharge. Any separately agreed utility allowance or charging arrangement must be clearly disclosed before booking.
15. Wi-Fi, TV and Entertainment
15.1 Wi-Fi and entertainment facilities are provided as described in the listing.
15.2 Continuous internet access cannot be guaranteed because of possible provider outages or technical faults. Please report interruptions promptly so we can take reasonable steps to resolve them.
15.3 Any remedy for a service failure will depend on its nature, duration, effect and your statutory rights.
15.4 Internet services must not be used for unlawful activity or to compromise the security of the network.
15.5 Parents and guardians should supervise children’s use of internet and entertainment services.
15.6 Please sign out of personal streaming and other accounts before departure.
16. Fire Safety and the Wood-Burning Stove
16.1 Familiarise yourself with the fire-safety information, exits and evacuation instructions on arrival. Keep escape routes clear.
16.2 Smoke alarms, carbon monoxide alarms and other safety equipment must not be covered, disconnected, removed or tampered with. Report faults promptly.
16.3 Candles, fireworks, portable fuel-burning appliances and other unauthorised open flames are prohibited.
16.4 The installed wood-burning stove may be used only in accordance with the supplied instructions and with approved fuel. Do not burn rubbish or unsuitable materials.
16.5 Do not leave the stove burning unattended. Keep combustible items, children and pets safely away.
16.6 Do not empty hot ash into bins or use a vacuum cleaner to remove it. Follow the ash-disposal instructions supplied.
16.7 Do not overload sockets or extension leads. Additional portable heaters must not be used without permission.
16.8 In an emergency, leave the Property, call 999 or 112, and notify us when safe to do so.
17. Children and Safety
17.1 Parents and guardians must supervise children appropriately, particularly near stairs, windows, the stove and outdoor areas.
17.2 Please check the listing and contact us before booking about any specific facilities or safety equipment you need.
17.3 Do not assume that equipment not listed will be supplied. Any agreed equipment will be confirmed with you.
17.4 These responsibilities do not remove our own legal duties concerning the safety and condition of the Property.
18. Accessibility and Individual Requirements
18.1 Please review the property description and access information and contact us about specific requirements before booking.
18.2 We will provide accurate information about relevant features, including access, stairs, layout and facilities, and consider reasonable adjustment requests in accordance with applicable equality law.
18.3 We will confirm any specifically agreed arrangements in writing.
18.4 Nothing in this section excludes responsibility for inaccurate descriptions, failure to provide agreed arrangements or failure to meet legal obligations.
19. Noise and Neighbours
19.1 The Property is in a residential area. Please respect neighbours and avoid unreasonable noise at all times.
19.2 Quiet hours apply between 10:00 pm and 8:00 am, including in the courtyard.
19.3 Loud music, parties, threatening conduct and antisocial behaviour are prohibited.
19.4 A complaint may be investigated but will not automatically be treated as proof of a breach. Serious or repeated disturbance may lead to action under section 24.
20. Parking
20.1 Parking facilities and any permit arrangements are as described in the listing and booking confirmation.
20.2 Unless a dedicated space is expressly included, we do not guarantee the availability of public or on-street parking.
20.3 You must comply with parking restrictions and must not obstruct neighbours, driveways, pavements, emergency access or public highways.
20.4 You are responsible for fines arising from your failure to comply with restrictions. This does not exclude our responsibility for inaccurate parking information or failure to supply an expressly agreed permit or facility.
21. Cleaning, Waste and Departure
21.1 Standard changeover cleaning is included in the booking price or any cleaning fee disclosed before booking. You are expected to leave the Property reasonably clean and tidy.
21.2 Before leaving, please:
- Wash and put away used kitchen items and empty the dishwasher if used.
- Place rubbish and recycling in the designated bins.
- Remove personal belongings and unwanted food.
- Close windows and secure external doors.
- Adjust heating in accordance with the departure instructions.
- Return keys and secure the key safe.
- Report any damage or unresolved issues.
21.3 Only toilet paper may be flushed. Wipes, sanitary products, nappies, cooking fats and other unsuitable materials must not be put into toilets or drains.
21.4 Any additional cleaning or waste-removal charge must reflect reasonable, evidenced costs beyond the normal changeover requirement and be attributable to your breach. Ordinary household waste and routine cleaning will not attract an additional charge.
22. Access and Maintenance
22.1 We respect your privacy during your stay.
22.2 We or an authorised contractor may need access for essential repairs, safety matters, emergencies or investigation of a serious breach.
22.3 Wherever practicable, we will give reasonable notice, explain the reason and agree a suitable time.
22.4 Immediate access may be necessary in an emergency to protect people or prevent serious damage.
22.5 We will take reasonable steps to minimise disruption. Routine inspections will not take place without an appropriate reason and notice.
23. Problems and Complaints
23.1 Please report problems as soon as reasonably practicable using the contact details above so we have a reasonable opportunity to investigate and put matters right.
23.2 We will consider complaints fairly and respond within a reasonable period.
23.3 Delayed reporting may affect our ability to investigate or remedy an issue, but a complaint will not automatically be rejected because it is made after departure.
23.4 You may also use the applicable booking-platform complaints or dispute procedures.
23.5 Nothing in this section limits statutory rights or access to appropriate legal remedies.
24. Refusal of Admission or Termination of a Stay
24.1 We may refuse admission or end a stay where reasonably necessary because of a serious or repeated breach, including:
- Dangerous behaviour, violence, threats or harassment.
- Illegal activity.
- Deliberate or serious damage.
- Serious or repeated disturbance.
- An unauthorised party or event.
- A material breach of the occupancy limit.
- Other serious breaches creating a significant risk to people, the Property or neighbours.
24.2 Where a breach can reasonably be remedied, we will normally explain the problem and give a reasonable opportunity to comply.
24.3 Immediate action may be necessary where there are a serious safety risk or other serious grounds for ending the stay.
24.4 Refunds and additional charges will be assessed fairly, taking account of accommodation already supplied, resulting losses, savings and rebooking income. Payments will not automatically be forfeited.
24.5 Any requirement to leave or recovery of possession will be handled lawfully.
25. Lost Property
25.1 Please contact us promptly if you believe you have left something behind.
25.2 We will take reasonable care of items found and make reasonable efforts to contact the guest where ownership can be identified.
25.3 Return arrangements and reasonable postage or courier costs must be agreed before dispatch.
25.4 Unclaimed items will be handled in accordance with applicable law, including any required notice before disposal or sale. Perishable, unsafe or unhygienic items may need to be disposed of sooner.
26. Our Responsibilities and Liability
26.1 We will provide the accommodation and services with reasonable care and skill, in accordance with their description and applicable legal obligations.
26.2 We are responsible for reasonably foreseeable loss or damage caused by our breach of contract or negligence.
26.3 You should take reasonable precautions to protect personal belongings and vehicles. We are not automatically responsible for loss, theft or damage unrelated to our breach or negligence.
26.4 Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited.
26.5 Nothing in these terms restricts your statutory consumer rights.
27. Personal Information and Privacy
27.1 We handle personal information in accordance with applicable UK data protection law and our separate Privacy Notice.
27.2 Information may be used for booking administration, payments, communications, property management, resolving claims and meeting legal obligations.
27.3 Relevant information may be shared with booking platforms, payment providers, contractors and professional advisers where lawful and necessary.
27.4 Marketing communications are handled separately in accordance with applicable privacy and electronic marketing requirements.
27.5 Where external security cameras or other monitoring devices are used, their location and relevant operation will be disclosed before booking and explained in the applicable privacy information.
28. Governing Law and Disputes
28.1 These terms are governed by the law of England and Wales, subject to any mandatory consumer protections that apply.
28.2 Disputes may be brought before the courts of England and Wales without restricting any right you have under applicable law to bring proceedings elsewhere.
29. Changes to These Terms
29.1 The version made available and accepted when your booking was completed applies to that booking.
29.2 We may update these terms for future bookings. Changes will not automatically apply retrospectively.
29.3 Reasonable safety instructions may be issued during a stay where necessary. This does not give us a general right to change the agreed price, essential booking conditions or your statutory rights.
29.4 Any material change to an existing booking requires agreement unless otherwise required or permitted by law.
30. General Provisions and Acceptance
30.1 If a provision is found unlawful or unenforceable, the remaining provisions continue to apply to the extent permitted by law.
30.2 A decision not to enforce a term on one occasion does not prevent lawful enforcement on a later occasion.
30.3 By accepting these terms during the booking process, you confirm that you have had the opportunity to read them, check your booking details and review the applicable payment and cancellation conditions.
30.4 We will provide or make available a copy of the applicable terms with your booking confirmation.
For questions about these terms or your booking, please contact us using the details at the beginning of this document.