Terms & Conditions

 

Terms & Conditions

Thank you for choosing to book with Vane Tower Penthouse, please find below our terms and conditions of booking. If there are any points which you would like to discuss please give us a call on 07751 827787 or email us at toweronthehill18@gmail.com and we will be happy to help. 

When you submit a booking via our online reservation system you will receive an automatically generated booking summary by email to the email address you provide in the booking form. This does not form a contract between us. A contract shall only arise when your booking is subsequently confirmed in writing via a letter of confirmation sent to you by email.

General

This is a contract between the property owners, Katie and Steve Huxley and the guest. The property owner is also referred to as “we” and “us”.

The guest is the person who signs the booking form or, in the case of online booking, the person who makes the online payment. This person is responsible for ensuring all members of the holiday party accept and adhere to these terms and conditions. The guest is also referred to as “you”.

The property referred to being Vane Tower Penthouse.

Bookings are none transferable and only rented to the guest names as given on booking. We reserve the right to cancel or transfer your booking (to another agreed date).

Paying a deposit of 30% secures the dates that you want to reserve. 

If you need to change your dates for any reason contact us directly as this will be subject to availability. The first deposit paid will be transferred to the new booking date as a credit on the final balance. This may result in an extra charge or a reduction in total cost depending on when the new dates are.

Master Cancel Flexible Cancellation Terms & Conditions

 

Vane Tower Penthouse subscribes to Master Cancel which encourages guests to book with confidence knowing their payments are protected if they need to cancel for any reason. This includes any circumstances relating to COVID 19 or any other illness.

 

Our flexible cancellation terms and conditions mean that if guests need to cancel due to unforeseen circumstances any payments made will be reimbursed. This applies to bookings for dates covering any period from August 1 2020 onwards which meet the criteria.

  • Guests can cancel for any reason between 60 days and up to, and including, 2 days prior to check-in to receive a refund.

What is not covered?:

  • Cancellations made 1 day prior to or the day of check-in will not be eligible for refund. Example: For a check in on Saturday, guests could cancel the prior Monday, Tuesday, Wednesday, and Thursday, but not Friday (1 day prior) or Saturday (day of check in).
  • If a guest arrives at the property with symptoms of COVID19 they will not be covered for refund and will be advised to return home and self -isolate in accordance with current government guidelines.
  • Any guest who becomes ill during their visit will not be entitled to a refund and if they have symptoms of Covid 19 they are advised to return home.
  • The maximum trip length is 90 days. Bookings with a trip length more than 90 days do not qualify for Master Cancel.
  • Only lodging costs are refunded. Additional extras, including but not limited to cleaning fees, taxes and other ancillary charges, will not be refunded.
  • Refunded payment for cancelled bookings will be released back to the cancelling guest on the scheduled date of check-out of the original booking.
  • The property owner requires a 30% deposit with initial booking. The only exception to this rule is bookings via OTA’s (Online Travel Agencies like Airbnb). The booking only qualifies as claimable for reimbursement if the guest has paid the booking deposit.
  • The property owner requires that any balance owed by guest is due no later than 56 days before check in date. The only exception to this rule is bookings via OTA’s (Online Travel Agencies like Airbnb done via Luxury Coastal).
  • Bookings made less than 56 days prior to the arrival date must be paid in full at the time of booking as there will less opportunity for us to remarket the property in the event of cancellation.
  • Bookings made within 2 days or less of the arrival date are non-refundable and are not covered by Master Cancel.
  • If the balance is not paid by your arrival date, then there will be no access to the property and our services will be cancelled until balances are settled.

 

How to cancel:

  • Guests may cancel their reservation for any reason between 60 days and up to two days before your stay.

 

Notification should be made in writing and addressed to:

Mrs. K and Mr. S Huxley
Vane Tower
Vane Hill Road
Torquay
Devon
TQ1 2BZ

Or: send an email addressed to the above at: toweronthehill18@gmail.com Please feel free to ring 07751 827787 if you have any questions but we will still need confirmation in writing in order to process a claim for reimbursement.

Should we not be informed of your cancellation in writing, we will not be able to make a refund and will look to recover the full balance due. 

Cancellation by the Property Owner

The property owner will endeavour to make sure the stated property is available for the dates contracted. In the unlikely event the property becomes unavailable and the property owner has to cancel the booking, the holidaymaker shall be entitled to a full refund. The property owner shall only be liable to return the monies received. No compensation or consequential losses shall be paid.

Covid 19

If guests arrive at the property with symptoms of Covid 19 they should return home and self-isolate in accordance with current government guidelines.

It is understood that if anyone staying in the property contracts the virus, or develops symptoms, they will immediately inform the property owner who can inform of the next steps to be taken.

Guests showing signs of Covid-19 whilst staying at Vane Tower Penthouse are required to go for a test. The result of this test must be shown to the owner. If positive then the guest must immediately leave if this is reasonably possible. If for any reason that it is not, and self-isolation is required to take place at Vane Tower Penthouse, then all fees for all bookings affected by this self-isolation will be borne by the guest.

Miscellaneous

Whilst every care is taken to provide a true and accurate description of the property, over time, alterations are made and some things do change. For example: due to more vigorous cleaning regimes, as a result of the COVID 19 pandemic, there may be less items which are hard to clean and could transmit disease such as kitchen equipment or soft furnishings like cushions, blankets etc. The guest accepts that no refunds are available for such discrepancies.

The property owner reserves the right to enter the property, at a reasonable time, in the event of an emergency or remedial repair work being required.

The property owner is entitled to ask the guest to leave the property without any refund if, in the property owner’s opinion, the behaviour of the guest and/or his/her party is unacceptable.

The property owner reserves the right to refuse entry to anyone, who in the property owner’s opinion is not suitable to or capable of taking charge of the property.

The property owner reserves the right to ask the guest and their party to leave the property, without refund, should the behaviour of the holidaymaker and/or their party be considered by the property owner to be unreasonable.

Number of Guests

The maximum number of people entitled to stay at Vane Tower Penthouse is four. Furthermore, only those people named on the booking form are entitled to stay. If it is found that more people than agreed are using the property, this will be considered a breach of contract and the guest and his/her party will be asked to leave immediately without any refund. Sub-letting or assignation of the let is prohibited.

Arrival and Departure Time

Every effort will be made to have the property available from 5pm on the day of arrival. Due to new cleaning requirements relating to COVID 19, this may occasionally take longer depending on the condition the property has been left in by the previous guests. This is unavoidable and no compensation will be payable to the guest as it is vital to ensure the safety of guests and our staff. The property must be vacated by 9am on the day of departure. Late departure may result in an additional charge being made. Information about keys and how to collect them will be provided once full payment has been received.

 Liability

The property owner takes no responsibility for the personal possessions of the guest or the guest’s party. Vehicles and possessions are left entirely at the risk of the holidaymaker.

For the avoidance of doubt, the owners are not responsible for any transport and/or alternative accommodation costs.

Children must be supervised at all times.

Covid 19

If you or a member of your party becomes ill with a notifiable disease (such as Covid19) or is suffering from the symptoms we need to be informed as soon as possible as the cleaning protocols are different. Under these circumstances the Government advice is to return to your primary residence, and self-isolate there for a period of 7 days (14 days for the other group members). We would ask you to follow this advice as it ensures safety for all our guests and staff.

Cleaning

We would like to think the guest and their party would treat the property as they would their own home and at the end of the holiday the property is left in a clean and tidy condition. The property owner retains the right to make an additional charge for cleaning should the property not be left in a similar condition to the way it was found at the start of the holiday. Please note this is a non-smoking property (including e-cigarettes). Anyone who has been found to be smoking indoors will be liable to a cleaning charge of up to £300.

We require all guests to abide by our recycling policy. Our rubbish will not be collected if it is not sorted correctly. Recycling and compost bins are clearly marked and we would be grateful if you could follow these guidelines.

Pets are not permitted in the property.

Breakages

The guest should make every effort to keep the property, fixtures and fittings and all contents in the same state of repair and condition as at the start of the holiday. Any accidental damage or breakages should be reported to the property owner prior to departure. The property owner retains the right to make an additional charge for damage and breakages although it should be noted that minor breakages and reasonable wear and tear, in the opinion of the property owner, will not be charged for.

Wi-Fi

Complimentary Wi-Fi is available. This is on the basis that we do not promise that the service will be available constantly and that it is provided for recreational and not for business use. Neither a minimum speed, unrestricted bandwidth nor uninterrupted provision of an internet access service can be guaranteed and we will not be liable for any form of compensation or expenses claimed by any guest in respect of the provision of internet services or telephone services not being available or failing.

Complaints

Every endeavour is made to ensure your stay with us is memorable for all the right reasons. However, we do recognise that from to time things do go wrong. In these circumstances, it is the responsibility of the guest to make any such problem known to the property owner immediately it becomes apparent, thereby giving us the opportunity to correct the situation. Unless this procedure is followed, no subsequent claim will be entertained.

The property owner will make every endeavour to rectify any identified problems as soon as is reasonably possible