Bookings of all holiday accommodation whether made by telephone, e-mail, in person, in writing or over the internet are accepted by North East Escapes (NEE) acting as agent on behalf of the Owner on the following terms.
By making any booking with us, you confirm that you accept these terms and conditions and agree to comply with and be bound by them.
These booking terms and conditions include a number of defined terms as follows:
NEE act only as agents for Owners, and are not principals, and so the Contract of Hire is between the Hirer and the Owner of the property for which the Booking is made and shall be deemed to be made subject to these terms and conditions. For the avoidance of doubt, NEE is not a party to the Contract of Hire. To the extent that where NEE carries out any functions in relation to a Property, it does so as an agent on behalf of the Owner.
The Booking is subject to these terms and conditions, which are governed by English law and the exclusive jurisdiction of the English courts. The Contract of Hire is effective only from the date and time that NEE dispatch to the Hirer a written “Confirmation of Booking.” The Confirmation of Booking will show your booking details, the amount you have paid and the amount you still owe for the booking. As soon as you receive your Confirmation of Booking, you must check the details carefully. If anything is not correct, you should tell NEE immediately. The Owner/ NEE, acting reasonably, reserves the right to amend arrival (‘check in’) and departure (‘check out’) times so as to ensure the Property is ready for occupation; for example in response to a Force Majeure Event. So long as the Owner/ NEE is acting reasonably, the Hirer will not be entitled to a refund in relation to a change in arrival or departure times.
For the avoidance of doubt, if NEE pays the deposit and/or full balance into its bank account, it will not mean NEE have accepted a booking unless NEE have issued the Hirer with a written Confirmation of Booking. Please do not make any other travel arrangements until NEE have issued you with a written Confirmation of Booking. If you book with us online, we will acknowledge that we have received your booking and then send a separate written Confirmation of Booking by e-mail to the e-mail address you have provided. If you book by post or phone, we will send your written Confirmation of Booking to you by email unless you tell us at the time of booking that you would prefer it to be provided by post. It is your responsibility to check your e-mails regularly and to let us know about any change to your e-mail address.
The contract is for the hire of the Property for holiday purposes only. NEE does not accept Bookings from Hirers under 18 years of age and NEE reserves the right to cancel a Booking made by anyone who is (or who NEE reasonably believes to be) under 18 at the time the Booking was made.
For the avoidance of doubt, you are not able to access a price adjustment on a holiday already purchased. As an online business, prices can change for a variety of reasons, such as demand levels, weather, promotions or the Owners prerogative. We are not able to adjust prices, or offer a refund or credit for the difference in price when this occurs.
The Hirer undertakes not to contact the Owner for any reason other than to deal with queries in relation to the Property which NEE has not been unable to deal with or, alternatively, if requested to do so by NEE.
Bookings will be reserved upon receipt by NEE of the required deposit payment in cleared funds of 25% of the total Guest Price. If the Booking is made less than six weeks before the holiday commencement date, the full Guest Price (including the non-refundable booking fee and accidental damage deposit) will be required to be paid at the time the Booking is made. Deposits can be paid by debit card or credit card, BACS transfer or cheque. In the case of web bookings, these can be paid online through our secure payment system.
The Balance of the Guest Price will be due for payment ten weeks before the holiday commencement date. On receipt of the full balance payment in cleared funds, advice on key collection arrangements and directions to the Property will be sent to the Hirer. The Owner reserves the right to cancel a Booking where full payment has not been received by the due date as advised by NEE. NEE shall not be responsible for sending reminders of the balance payment due date to the hirer. The deposit paid on the Booking is always non-returnable (subject to clause 16).
Payments may be made by bank transfer, credit card or debit card. Post-dated cheques are not acceptable. There is no charge for Debit or Credit Card payments. Unfortunately we do not accept (but not limited to) payment via; American Express, JCB, Union Pay, Diners Club International or Discovery Cards.
Any charges for payments from overseas transactions will be the responsibility of the Hirer.
VAT where applicable is included in the prices shown at the standard rate at the time of booking. NEE’s Confirmation of Booking is not a VAT invoice. All NEE charges and VAT inclusive rentals are subject to change if the rate changes.
Once NEE has issued a written Confirmation of Booking, the Hirer is responsible for the total Guest Price as well as any extras as shown on the Confirmation of Booking. Amendments to bookings, where applicable and accepted by NEE (on behalf of the Owner), will be subject to an administration fee of £50 for each amendment. NEE reserves the right to adjust prices quoted on its website or on details to properties, due to errors or omissions or changes in the VAT rate.
If you wish to cancel your Booking you must inform NEE as soon as possible in writing (e-mail to hello@northeastescapes.co.uk). The day NEE receives your notice to cancel is the date on which NEE will cancel your Booking with the Owner.
We strongly recommend that you take an appropriate cancellation insurance policy when placing your booking, which may cover you in the event of a cancellation.
You are able to cancel your Booking within 24 hours if receiving the Booking confirmation. We will refund any money you have paid us, minus the non-refundable booking fee.
Post the 24 hour booking confirmation period, if you need to cancel your booking and your insurance doesn’t cover you, we will try and re-let the Property on your behalf and we will be entitled to retain any advanced payment in return for this service. Please note that if you cancel your Booking you will remain liable for full payment, subject to your rights pursuant to clause 16.
If our endeavours to re-let the Property are successful, NEE will, at its sole discretion, return the rental paid less an administration fee of £60.00 and less the booking fee. If a reduction in rental has been made to secure a new booking, you will receive the rental paid, less the administration fee of £60.00, less the booking fee and less any shortfall in cost of the re-let booking
If it is not possible to re-let the property, no monies will be returned.
NEE charges a booking fee, payable at the time of booking.. The booking fee is non-refundable once the Booking has been confirmed.
If the property accepts pets, this will be clearly marked on the website property page. Bookings that include pets are taken on the condition that all flea and worming treatments are up to date and NEE and/or the Owner reserve the right to ask for written evidence of such treatment. You are not permitted to leave pets unattended at the property at any time and some Owners will require that pets remain on the ground floor and off furniture at all times – this will be stated in the brochure or on the website property page if applicable. You, as pet owner, will be responsible for their safety, that they are kept under control and you remove any evidence left by your pet and if applicable reimburse the Owner for any damage caused. Please show consideration for guests visiting after you have gone home and bear in mind that some popular beaches do not permit dogs during the summer months. For most properties, a charge per pet per Booking will be made.
No other pets other than dogs are permitted, unless prior consent has been given by the Owner.
Registered Guide and Hearing Dogs belonging to those with visual and hearing impairments are allowed in all Properties at no extra charge. Please advise us at the time of booking if this applies to you.
Guests With Allergies Relating to Pets: Please note that an assistance dog may have stayed in a chosen property recently (even one that doesn’t allow pets as standard) and the Owner may have a dog or cat that sometimes stays at the property. The Owner cannot accept responsibility or liability for any suffering, damages or losses which may occur as a result of such animals having been present. The Owner and NEE cannot guarantee and make no warranty that the property will be free from pet hair.
The use of accommodation and amenities, where offered, such as swimming pools, hot tubs, rowing boats, beach huts, trampolines, children’s play equipment, gym facilities, sauna’s, travel cots, high chairs etc, is entirely at the Hirer’s risk and the Owner excludes all responsibility or liability for injury, or loss or damage to Hirer’ or visitors’ belongings.
Further, neither the Owner nor NEE will be liable to you, any member of your party or person visiting the Property during the period of your hire for any events outside the Owner’s or NEE’s reasonable control; such as the breakdown of domestic appliances, plumbing, wiring, temporary invasion of pests, building works at adjacent properties, damage resulting from exceptional weather conditions or other unforeseeable circumstances or any Force Majeure Events.
You also accept that NEE in acting as agent for the owner will not be liable for any negligence on the part of the Owner resulting in loss, injury or accident. In addition, neither the Owner nor NEE will be liable to you for the withdrawal/removal of any facilities/amenities from/in the Property resulting from a Force Majeure Event.
Where BBQ’s, log burners, fireplaces, or fire pits are present at a Property it is the responsibility of the Hirer to ensure the safety of all of the party members (including dogs). Fire guards where provided should be used. Any fires should be fully extinguished if being left unattended.
Some of Properties may provide surfboard storage. If this is something you require, please ask prior to Booking. Please note that surfboards and wetsuits are not permitted inside any of the properties unless prior authorisation has been given by the Owner.
The Hirer and all members of the booking party must only park in the designated parking areas as provided. There must be no obstruction of neighbouring properties or its occupants. Parking may not always be directly outside or nearby the Property and it is the responsibility of the Hirer to check the parking location on the property details. The Hirer will be responsible for any fines imposed for failure to display any parking permits as shown on the travel details given by NEE. The parking provision must be left empty at the departure time of 9am on the day of departure.
Any vehicles parked the Property, left at the Property or using parking instructions provided with the hire of the Property are done so entirely at the risk of the owner of the vehicle.
Parking permits, fobs, parking keys, Property keys need to be returned as per the instructions in your travel details provided by NEE. Failure to return or late return of any of these can result in a fee up to £50.00 begin charged to the Hirer.
Where Wi-Fi is an advertised facility, please note that its provision is subject to availability and network conditions. The Owner or NEE cannot warrant or guarantee the speed of this service or that it will be interrupted. It may not be available 24 hours a day and is provided for pleasure not for business purposes. No compensation will be given as a consequence of slow speeds or data usage available. Bookings cannot be accepted if they are reliant on the provision of uninterrupted and unlimited provision of Wi-Fi
Electric vehicles are becoming increasingly common and we want to ensure they can be catered for wherever possible. Not all properties will have a suitable and safe place to charge vehicles, so it is recommended you check prior to finalising your Booking if this is an essential requirement. If you are keeping an electric vehicle at the property, you must use designated charging points (where available) only and manufacturer-approved cables for charging any vehicle when at the property. The Owner reserves the right to (i) charge additional fees if charging is, in NEE’s or the Owner’s opinion, excessive and/or (ii) refuse to allow electric vehicles to be charged if they do not think it is suitable/safe to do so.
Any damage to the electric system at the property through incorrect use, overload of the system or the use of a standard extension cable will be the responsibility of the Hirer. Should damage occur the costs of repair are the responsibility of the Hirer in full.
It is your sole responsibility to ensure that no more than the maximum numbers of persons, as stated on the website, occupy a Property during your Booking. The Owner/ NEE reserve the right to refuse admittance or to require you to ensure that some people leave the Property if they believe that you are in breach of this obligation. No refunds will be given if admittance has been refused for this reason. Further, where properties specify a minimum age limit for guests, in no circumstances may any persons under the specified age limit, as stated in the brochure/website, stay at that Property. The Owner/ NEE reserve the right to refuse admittance or to require proof of someone’s age if either believe that this restriction has been breached. No refunds will be given if admittance has been refused for this reason.
By completing a Booking, the Hirer certifies that they are authorised to agree to these Booking Conditions on behalf of all members of the party, including any changes. The Hirer must be over 18 years at the time a Booking is made and be a member of the party occupying the Property. The Hirer agrees to take responsibility for the acts and omissions of all members of the party in relation to the Booking and the Property. The Owner/ NEE reserve the right to refuse or revoke any bookings from parties that may in their opinion (and at their sole discretion) be unsuitable for the Property concerned.
Hen or Stag parties are not permitted in any of the properties unless agreed with the Owner prior to booking.
For the duration of your stay at the Property, you will be responsible for the Property and will be expected to take all reasonable care of it. The Property and all equipment and utensils must be left clean and tidy at the end of the hire period. If a Property is not left clean and tidy, any additional cleaning costs will be charged to the Hirer. Should there be any specific health or mobility difficulties which may affect a party member; this must be pointed out at the initial reservation stage so that the suitability of the Property can be assessed. The Property (including any car parking spaces) must be vacated by 09.00 am on the day of departure.
All damages and breakages are the legal responsibility of the Hirer and should be reported immediately and before the end of the holiday. The reasonable costs of miscellaneous repairs to and/or replacement of and/or additional cleaning of furnishings, kitchen equipment, crockery, glass, keys, bedding and towels damaged or soiled otherwise than by usual wear and tear during the period of the Booking by you or other members of your party shall be payable on demand to NEE who may also, at their discretion, refuse further bookings. The Owner/NEE has the right to enter the Property (without prior notice if this is not practical or possible) if special circumstances or emergencies arise (for example if repairs need to be carried out). The Owner/NEE reserves the right to repossess the Property at any time where you or any member of your party has caused damage, and in such circumstances the Owner/NEE shall not be liable to make a refund of any remaining portion of the Guest Price.
It is a requirement when booking certain specified properties with NEE, to pay an Accidental Damage Deposit / Waiver. This is non-interest bearing.
The Accidental Damage Deposit is due with the balance of the Guest Price and it will be cashed on receipt and held by NEE to be applied against the reasonable costs of miscellaneous repairs to and/or replacement of and/or additional cleaning of furnishings, kitchen equipment, crockery, glass, keys, bedding and towels damaged or soiled otherwise than by usual wear and tear during the period of the Booking by you or other members of your party. The balance of the Accidental Damage Deposit will be returned to you within 7 working days of the departure date. Where such costs exceed the Accidental Damage Deposit you agree to pay such excess to the Owner promptly and in any event within 14 days of being notified.
If you fail to pay the Accidental Damage Deposit upon request and before the commencement date of the accommodation we will attempt to charge your card details (where provided) for the sum of the Accidental Damage Deposit amount, which may be subject to a discretionary administrative charge of no more than £30.00 and you hereby authorise us to do so. If we do not receive the Accidental Damage Deposit / Waiver NEE will not send check-in details, in this circumstance, you will not receive a refund.
The Owner/ NEE take every care to ensure the accuracy of the Property descriptions. All information On NEE‘s website or other marketing material is given in good faith and is believed to be correct at the time of going to press, but the Owner/ NEE cannot be held responsible for changes beyond their control, which may become known after publication of this literature. In addition, whilst properties may be described as non-smoking or no pets, this cannot be and is not guaranteed. Please be aware that if a Property is advertised as having an enclosed garden, this does not necessarily mean a secure garden. It may be enclosed by hedging or open style fencing. The Owner/ NEE’s description of a property shows what amenities that property has but generally does not state what is not in the self-catering property.
NEE reserve the right to amend prices quoted for the Property in any enquiry quotation or advertising material due to changes in the price as requested by the Owner, error, omission, changes in the payment processing charges, or changes in the VAT rate.
The Contract of Hire is made on the understanding that the Property will be available for the dates stated. In the unlikely event that a Property is not available during the period of the Booking as a result of a Force Majeure Event or if the Hirer cannot legally travel to the Property as a result of a Force Majeure Event, then either (i) the Owner/ NEE may be forced to cancel the Booking and you will be advised as early as possible or (ii) you must write to NEE as soon as possible to inform NEE as to the Force Majeure Event and its effects on your ability to legally travel to the Property.
In the event of such a cancellation, or in the unlikely event that the Owner is forced to cancel the Booking due to circumstances or events outside their reasonable control, the Hirer will have the choice of the following options:
The Hirer will have to contact NEE in order to access these options. The Hirer will not as a result have any further claims against NEE or the Owner.
Bookings can only be for a maximum of 28 days. If you require a longer length of Booking, then please contact us.
If you choose to holiday in an older property, remember that much of its character and charm is due to its age. Some of our properties are well over 100 years old and were built long before the days of damp proof courses and cavity walls so some may show signs of damp, particularly in long spells of wet weather. The Owner/ NEE will do their best to ensure that the background heating is kept on sufficiently to compensate, for this, even when the Property is empty. Condensation can be alleviated by opening windows and allowing the air to circulate. If you have any concerns, please talk to us at the time of making your Booking. Also, please remember that should traditional property features (steep stairs or low beams, for example) be a problem for any member of your party, you must consider and mention this prior to booking.
Please remember that properties in the country do attract spiders and therefore cobwebs. This does not mean that the Property is dirty or has not been cleaned as cobwebs can be spun almost as quickly as they have been cleaned away! Some of our properties, particularly in remote areas, may have a private water supply from a spring or well water, which is regularly tested. In rural areas please be tolerant of the sounds and scents that you may encounter, they are all a part of the countryside experience.
NEE and the Owner hope you very much enjoy your stay. We aim to provide a high level of customer service and want all of our guests to be completely happy with their holiday. In the unlikely event that you have any issues with your accommodation, please get in touch with us via email (hello@northeastescapes.co.uk) as soon as possible during your stay so that we can do our best to put it right.
If the Hirer wishes to make a complaint about anything connected with the hire of the property, they should contact NEE as soon as reasonably possible prior to departure. NEE will then either pass the complaint on to the Owner of the Property to deal with or it may consider the complaint and take action to resolve this itself (on behalf of the Owner) as soon as reasonably practicable. NEE and/or the Owner reserve the right to investigate and resolve any problems during the tenancy without refund or compensation.
Please note that NEE has the authority to act on the Owner’s behalf to resolve any dispute, but NEE is not liable if one or both parties are dissatisfied with the outcome.
Compensation will not be considered for any complaints that are made after the hire has ended, or where the Hirer has denied NEE or the Owner the opportunity to investigate, address or remedy the issue during the Hirer’s stay.
Neither NEE or the Owner can accept responsibility or liability for work taking place outside the boundary of the Property, or for noise or nuisance resulting from third party activity (such as building works) over which NEE or the Owner have no control.
NEE and/ or the Owner can accept no responsibility or any liability for damage to, loss of, or items left behind in the Property after you have vacated except where the damage or loss is caused by the negligence of NEE or the owner. It is the responsibility of the Hirer and members of the booking party to ensure that they have adequate holiday insurance cover in place. NEE will charge a £20.00 admin fee plus the cost of postage in advance to retrieve and return lost property on request. Any unclaimed items of property will be disposed of after 4 weeks. NEE do not accept responsibility for the safe carriage of any items returned.
NEE will process your data in accordance with its Privacy Policy and Cookie Policy which can be found here. These policies form part of these terms and conditions so please take the time to read them.
The Privacy Policy also details your rights and how to contact NEE in relation to any data protection queries.
At all times your data will be held securely and protected in line with NEE’s obligations under UK data protection legislation. Your party names and contact details will only be shared with the Owner and relevant third parties to facilitate the booking, such as the Housekeeper for the Property, in order to allow the Owner to manage your holiday and give you the best possible experience.
If you request that we pass on supplementary information that you wish to provide to the Owner and/or any third party, for any reason, then we will do so. NEE will securely hold that information on your behalf as part of your booking record unless you ask us to delete it. Any such information is provided at your sole request and discretion, and NEE bears no responsibility for its accuracy or contents.
NEE will use your information to inform you about similar products and services that we provide. You may stop receiving these at any time by contacting us.
As NEE act only as agents for the Owner, NEE cannot accept any legal responsibility for any act or neglect on their part or of anyone representing or employed by them. Further, NEE cannot accept any liability for any problems or faults with or in any Property. The Owner is solely responsible for providing the accommodation and for the safety of all guests. NEE accepts no responsibility for personal injury to, or death of, any guests, or loss of or consequential loss or damage to their property, or for other matters over which NEE has no control, except to the extent such personal injury or death is caused by the negligence or wilful default of NEE.
Other than in relation to any liability which it is not possible to exclude at law, the Owner’s and NEE’s liability for any claims arising out of or in relation to the Contract of Hire is limited to the amounts paid by the Hirer pursuant to the Contract of Hire.
Each of the paragraphs in these terms and conditions operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
In the event of any dispute between parties it shall be referred to the jurisdiction of the English courts only and any actions shall be heard in the court for the area in which the Property is situated.
