TERMS AND CONDITIONS

1. BOOKINGS

Cottages are booked on a first come first served basis. You can make a booking in four ways:

1. On our website via our booking system

2. Telephone us on 01434 381808

3. Email us at bookings@penninecountrycottages.co.uk

4. In person at our Holiday Cottage Centre in Alston, Cumbria.

A non-refundable 20% deposit is taken at the time of booking via debit or credit card.

The booking must be made under details of the lead guest who must be over 18 years of age at the time of booking and be in attendance for the duration of the stay.

Please note that some of our cottages are advertised elsewhere and it is the owner’s responsibility to update our calendars.

2. CONFIRMATION OF YOUR BOOKING

Please note your holiday is not confirmed until you have received written confirmation from Pennine Country Cottages, and we reserve the right to refuse any booking before we have issued the written holiday confirmation form. As soon as you receive the written confirmation form, you must check it carefully and any errors must be reported to us immediately.
Your booking is made as a consumer, and you accept that we cannot be liable for any business losses you may incur.

3. AMENDMENTS TO YOUR BOOKING

All amendments to your booking must be done by telephone 01434 381808 or email bookings@penninecountrycottages.co.uk. If it is possible to make a change to your booking we will do so subject to an administration fee payable at the time of change of £25 per amendment. In some cases, it may not be possible to make changes to your booking and one of our team will advise you of this when you call or email.

Please note, that changing your booking may result in additional costs if the new dates fall within a different pricing season. If the new dates fall in a cheaper pricing season you will be refunded the difference.

4. PRICING

All prices quoted are in pounds sterling and are for the number of days/weeks stated. All prices are subject to change at any time; however, once we have confirmed your booking in writing the price will not be altered unless guest requests a booking amendment. Included in the price of the holiday are the utilities other than fuel for open fires and stoves however most owners will supply a quantity of logs and/or coal.

If you have any queries regarding the cost of your stay, please contact us via telephone on 01434 381808 or email at bookings@penninecountrycottages.co.uk before confirming your reservation.

5. BOOKING FEE

A booking fee of 5% is applied to all reservations. This fee is charged to enable our staff to carry out regular quality checks of all of our properties to ensure they meet required standards and guest satisfaction. This also covers card transaction fees.

6. PAYMENT BY CREDIT or DEBIT CARD

There is no surcharge to visitors for payment by debit card, but a surcharge of 3% will apply for payment by credit card to cover our own card processing costs.

A deposit will be taken at the time of booking with a 5% booking fee. The full amount will become due four weeks before the start of your holiday. If the full amount is not received, we reserve the right to re-sell that week and the deposit of 20% will not be refunded. If you book within four weeks of your holiday, payment must be made in full.

7. PENNINE COUNTRY COTTAGES

All cottages are inspected on a regular basis personally by us. In some cases, they will have been rated or graded by other tour operators. Pennine Country Cottages does not star-rate our cottages. We believe our description and details are extensive enough for you to be able to choose the right cottage for your holiday/stay and offer the opportunity for all customers to ring our office and speak to a member of our friendly local team about any of our properties or what the surrounding area has to offer. Updates to our properties and any changes will be made on our website by ourselves and/or by the owners on their blog pages.

8. SHORT BREAKS

Some of our properties accept short breaks and at short notice during the season. Please check our website for availability or call our team at Alston on 01434 381808. Please note most of our cottages have a minimum night’s stay.

9. OCCUPANCY

Your group must NOT exceed the maximum number of people the property will sleep as detailed in the property description (this includes all babies and children). If it does, the owner/caretaker will refuse access to the property and may ask you to leave before the end of your 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 monies or compensation. Where the property has the facility to sleep extra people an additional charge per person per night may be charged. Please contact us to enquire before booking.

10. ACCESS/EMERGENCY REPAIRS

On rare occasions, we may require access to the property during your stay to carry out inspections/emergency repairs etc. In all cases we will endeavour to inform you prior to our arrival. Do not allow any unknown persons to access the property without having prior notification from Pennine Country Cottages.

11. PETS

Most of our cottages accept pets but please check our website for pet-friendly properties. We ask all our visitors to make sure that their pets do not sleep on beds or sofas and that they poop scoop the garden areas before they leave. Pets are not to be left in the cottages unsupervised unless you provide a cage, please keep unsupervised time to a minimum. Some cottage owners have a surcharge for pets. Please check individual property details or call our office on 01434 381808 to confirm.

12. INFANT/CHILD EQUIPMENT

Most of our properties have a travel cot and a highchair available where stated; please check the individual property details. Please note that unless otherwise stated the cots provided are travel cots and there may be only one cot available per property. Our cottages do not provide linen for the cots. If you have any questions about equipment for infants and children do not hesitate to email us or give us a call. Please note that not all our cottages may be suitable for children, and it is up to the guests to decide if the property is suitable for their needs from the property description.

13. TOWELS and BED LINEN

All cottages provide towels and bed linen unless otherwise stated.

14. SMOKING

All our properties are non-smoking properties. Guests are welcome to smoke outside, unless the owner has a strict no-smoking policy including the grounds. This will be detailed in the property information. If you are permitted to smoke in the grounds, please dispose of the ends carefully in an outside bin provided to reduce the risk of fire and litter.

15. GARDENS/GROUNDS

Please see individual property details for descriptions of gardens, terraces, balconies, parking etc. where stated, to ensure that the outside space is suitable for your needs.

16. LIMITED MOBILITY PROPERTIES

Some of our properties have been selected as suitable for those who have limited mobility. Please read the property description carefully and email us on bookings@penninecountrycottages.co.uk or call us on 01434 381808 if you have any queries or specific needs and our team will help. It is up to the guests to decide if the property is suitable for their needs from the property description.

17. ARRIVALS/DEPARTURES

The majority of our cottages are accessed via key safe at the property. You will receive check in information including directions and key code via email a few days before you are due to arrive. If you have not received this 2 days prior to your arrival date, first check you junk mail, if it isn't there please contact us via telephone on 01434 381808 or email us at bookings@penninecountrycottages.co.uk.

Check in and check out times vary for each property. Please see the listings for details prior to booking. Guests must vacate the property by the checkout time stated. Charges may be applied for unarranged late check outs. Please ensure the property doors and windows are secure and key is placed back in the key safe before you leave.

18. CARE OF OUR PENNINE COUNTRY COTTAGES

Our owners and cleaners lovingly care for our cottages, and we ask that you treat the cottage with respect and leave it clean and tidy. We understand however that accidents do sometimes happen so please report any damage/breakages to Pennine Country Cottages on or before departure so we can fix or replace them prior to the next guests arriving. Damage/breakages caused through neglect may be charged for; in this case we will contact you within 7 days of departure. When you book, a damage deposit of £100 is pre-authorised on the payment card. Please note, no money will be taken from the card without Pennine Country Cottage discussing damages with you first. Your pre-authorisation will expire 7 days after your departure.

19. COMPLAINTS

Any complaint must be reported immediately Pennine Country Cottages, whereupon, if possible, we will try to resolve the matter straight away. If the matter has not been resolved to your satisfaction, please refer any problem in writing to the Holiday Cottage Managers Rebecca and/or Millie at Pennine Country Cottages, Market House, Alston, Cumbria CA9 3HS or send an email to bookings@penninecountrycottages.co.uk

20. ALTERNATIVE ACCOMMODATION

In the unlikely event that we are unable to fulfil your booking at the chosen cottage (such as, burst pipes, property fire, lack of electricity etc.), we will endeavour to offer alternative accommodation of a similar type where possible. If the alternative accommodation is not acceptable to the holidaymaker a full refund will be made.

21. CANCELLATION

We recommend you take out a suitable insurance policy at the time of booking to cover you in case of any unseen eventualities. Should you have to cancel your holiday for any reason, our cancellation policy is as follows:

- If you cancel up to 45 days before your arrival you will receive a 50% refund of all pre-payments

- if you cancel within 45 days of your arrival you will not be entitled to any refund

22. UNFORESEEN CIRCUMSTANCES BEYOND OUR CONTROL

Compensation payments will not apply where we cannot fulfil our obligations due to circumstances beyond our control. This would mean any event we or the owners cannot foresee with all due care, e.g., 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. As advised previously we recommend you take out a suitable insurance policy to cover these eventualities

23. PROPERTY AVAILABILITY/BOOKINGS

Our owners have the right to advertise their cottages elsewhere and are fully responsible for updating the Pennine Country Cottage calendar when bookings have been received from other sources. In the unlikely event that the owner withdraws their contract with Pennine Country Cottages we will endeavour to honour the booking, find alternative accommodation or issue a full refund.

24. TERMINATION OF AGREEMENT/STAY

Pennine Country Cottages reserves the right to terminate any letting agreement/stay in the event that the guests or any of the guest’s party cause any deliberate or negligent damage to the property being let, behaves in such a way as to cause or constitute a nuisance to adjoining properties or have more people staying or bring pets that have not been booked in the property than listed on the booking form. In such cases the guests shall remain liable for the cost of any damage or outstanding rental and shall not be entitled to a refund.

25. COVID-19

We no longer have any restrictions on our holiday cottages and B&Bs. We cannot guarantee that the government will not place us back into restrictions. Therefore, if you book you holiday and government guidance changes, we have the following options for you:

Arrange alternative holiday dates - this will be done with no administration fees, and you will only have to pay if there is a difference between the season rates from your old to new booking.

If you booked via a 3rd party agency we must follow their cancellation policy however we can offer alternative holiday dates

If you are unsure please contact us before making a booking.
You do not need to contact us if your booking is not affected at the moment, we will continue to follow current government advice and update guests on a rolling basis if further bookings are affected.