Terms and conditions
You can make a booking in three ways. You can check our website for availability and book online, or telephone us on 01434 381808, or call into our Holiday Cottage Centre in Alston where a member of our team will assist you personally. Please note all cottages are booked on a first come first served basis. Payment can be made by debit card at the time of booking either by bank transfer or by telephone. Please note we no longer accept payment by cheque.
2. CONFIRMATION OF YOUR BOOKING
A deposit of 20% of the full amount is required at the time of booking. The full amount will become due six 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 six weeks of your holiday, payment must be made in full. 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. You must be over 18 years of age at the time of making your booking. As soon as you receive the written confirmation form, you must check it carefully. Any errors must be reported to us immediately. Please note that some of our cottages are advertised elsewhere and it is the owner’s responsibility to update our calendars.
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 on 01434 381808. 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 £35 per amendment. In certain 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.
All prices quoted are in pounds sterling and 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. Please check the correct price either on the website or by telephoning 01434 381808 and speaking to one of our sales team before confirming your holiday. Included in the price of the holiday are the gas and the electricity (if connected to the property). Most owners will supply a quantity of logs (if there is a stove, or an open fire).
5. 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.
6. 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.
7. 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.
Your group must NOT exceed the maximum number of people the property will sleep as detailed in the property description. 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 week/part week will be charged for the extra people. Bed linen may not be supplied for sofa/extra beds. Please contact us to enquire before booking.
9. ACCESS/EMERGENCY REPAIRS
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. Pennine Country Cottages approved contractors will normally carry an ID card.
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. Most owners do not allow pets to be left in the cottages unsupervised unless you provide a cage. Some cottage owners charge for your pets to stay per night/week. Please check individual property details or call our office on 01434 381808 to confirm.
11. INFANT/CHILD EQUIPMENT
Most of our properties have a travel cot and a high chair available where stated; please check the individual property details. Some cottage owners charge per night/week for the hire of a cot. Please note that unless otherwise stated the cots provided are travel cots and there may be only one cot available per property. Most 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.
Please check each individual cottage description for provision of towels, as they are not always included in the hire.
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.
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.
15. 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 email@example.com or call us on 01434 381808 if you have any queries or specific needs and our team will try to help. Some of our cottages endeavour to meet some needs but may not be fully equipped for disabled use and it is up to the guests to decide if the property is suitable for their needs from the property description.
16. KEY COLLECTION
Properties are generally available from 2.00pm or 4.00pm (please check your confirmation details) on the day of arrival and must be vacated by 10.00am on the day of departure, unless otherwise stated on your holiday confirmation or unless special arrangements have been made with you and the holiday cottage owners. Some cottages have specific key collection arrangements – please see details before your arrival date. Keys must be returned to the collection point prior to midday on the day of departure, unless otherwise agreed with the owner.
17. 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 the cottage owner or the local office 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 72 hours of departure. Some properties have a breakage deposit payable. This is to be paid either with the holiday balance and will be returned within seven days of your departure subject to no damages or in cash to the holiday cottage owner or cleaner upon arrival, once the cottage has been checked on your day of departure.
Any complaint must be reported immediately to the owner or our local office, 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 Pennine Country Cottages, Market House, Alston, Cumbria CA9 3HS or send an email firstname.lastname@example.org.
19. ALTERNATIVE ACCOMMODATION
In the unlikely event that we are unable to arrange the holiday accommodation you have requested or that it is not available for the duration requested, we will endeavour to offer alternative accommodation of a similar type where possible. If the alternative accommodation is not acceptable to the holidaymaker a refund will be made.
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, your deposit is non-refundable. Should you have to cancel your holiday for any reason more than six weeks prior to the start date of your holiday, the cost of cancellation will be limited to the cost of the deposit. Should you have to cancel your holiday for any reason six weeks or less prior to the start date of your holiday, the cost of cancellation will be equal to the full cost of the holiday.
21. 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.
22. PROPERTY AVAILABILITY/BOOKINGS
Our owners have the right to advertise their cottages elsewhere and are fully responsible for updating our calendar when bookings have been received from another source. Any bookings made cannot be guaranteed by Pennine Country Cottages and/or if the owner should cancel their contract with us. However if we feel this is a possibility we will endeavour to inform you prior to booking. In the case of any bookings made that we cannot honour for any reason Pennine Country Cottages will contact you to offer you alternative accommodation or a full refund.
23. 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 guests 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.