Terms & Conditions

Terms & Conditions for booking with Vane Tower Penthouse

 

Thank you for choosing to book with Vane Tower Penthouse. Please read the following document carefully. If you have any questions, please call us on 07751 827787 or email: toweronthehill18@gmail.com and we will be happy to help. Please note these terms and conditions only apply to customers booking directly through our website www.vanetower.co.uk or via Premier Cottages.  

N.B These terms and conditions do not apply to customers who have booked via our agent Luxury Coastal or their subsidiaries.

 

Who is the contract between?
This is a legally binding contract between the property owners, Katie and Steve Huxley (also referred to as “we” and “us”), and the person who made the booking, referred to as the holidaymaker and “you”. The property is Vane Tower Penthouse in Torquay.

Bookings are provisional until confirmed.

Please note bookings made through the online system are provisional until confirmed by us. 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. Paying a deposit of 30% secures the dates you want to reserve. Failure to comply with agreed settlement amounts will result in cancellation of our services until the balances are settled. We reserve the right to cancel your booking in the event of non-payment.

 Who can stay in the property?

The holidaymaker may use the property subject to the owner’s maximum occupancy rules (and other terms of use). Those people nominated by the holidaymaker may also stay in the property provided they comply with our terms of occupancy/use.

 How many guests can stay in the property?

The maximum number of people who can stay at the property is four. Only those people named on the booking form are entitled to stay at the property. If it is found that more people than agreed are using the property, this will be considered a breach of contract and the holidaymaker and his/her party will be asked to leave immediately without any refund.

Sub-letting or assignation of the let is prohibited. Bookings are none transferable and only rented to the guest names as given when booking.

When is the balance due?

The balance of all payments is due 56 days prior to the arrival date. People who book less than 56 days before arrival will have to pay in full at the time of booking. 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.

 

OUR CANCELLATION POLICY

The pandemic has changed the way that many businesses operate. We are endeavouring to be as fair and flexible as possible to our guests so they can book with confidence while, at the same time, ensuring that we can stay in business.

 

COVID 19 – what happens if there is a lockdown?

In the event of a national or local lockdown or tier system imposed by the government which prevents the holidaymaker from travelling to the property for the dates booked, we will refund any payments made in full (less any credit card charges if applicable).

The holidaymaker will also be given the option to transfer their booking to another date if they prefer. There will be no pressure to do this. Any payments made 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.

What happens if the owner cancels the booking?

We reserve the right to close the property prior to your arrival and cancel your booking due to an unforeseen event at the property (such as fire, or illness). If this happens we will refund any monies paid in full.

 

What happens if the holidaymaker becomes ill and cannot travel?

The pandemic has made serious illness more likely so we strongly recommend that you take out travel insurance to protect yourself from such an eventuality or cancellation for other reasons. Please check the insurer’s terms and conditions carefully. Illness from Covid-19, the requirement to self-isolate and the requirement that some parties may not be able to travel together is not something that can be reasonably anticipated by the property owners. Covid 19 is now a recognised medical condition and good insurance companies specifically include it. We are not allowed to recommend individual policies but you can find out what is available here: https://www.which.co.uk/money/insurance/travel-insurance

What is your policy if the holidaymaker wants to cancel for any other reason?

We try to be as fair and flexible as possible but when a holidaymaker places a booking it means we cannot sell a stay at the property to anyone else. A last minute cancellation may mean we don’t have time to remarket it and will lose out financially as a result. However, we appreciate that sometimes things happen beyond your control. If the date cannot be moved, we have a sliding scale of refunds depending on when you cancel. Cancellation must be done in writing. An email is fine. Any refunds will not include credit card payment charges incurred at time of booking if applicable. This is usually 3%.

 

Can the holidaymaker get their money back if they cancel?

 

If you cancel more than 42 days before your arrival date: we will refund you in full subject to any charges incurred.

 

What happens if you cancel less than 42 days before the arrival date?

Summary:

Cancel more than 42 days before arrival = Full Refund as above

Cancel 28-42 days before arrival = 65% of money paid (unless property is rebooked for your dates)*

Cancel 14-28 days before arrival = 50% of any money paid (unless property is rebooked for your dates)*

Cancel 7-14 days before arrival = 25% refund (unless property is rebooked for your dates)*

Cancel 0-7 days before arrival = 10% refund (unless property is rebooked for your dates)*

 

*If the property is fully rebooked for your dates we will refund you in full, less any admin charges such as credit card fees. Refunds will be made by bank transfer on your intended arrival date.

 

What happens if the holidaymaker becomes ill while at the property?

If you or a member of your party becomes ill with Coronavirus or is suffering from the symptoms we need to be informed as soon as possible. Do not ignore or try to hide your symptoms. You must:

  1. stay indoors and self isolate
  2. you should inform us, immediately
  3. Arrange a test using the holiday address.
  4. If you need medical advice while you wait for your test results please contact your usual home GP or call 111
  5. If you staying with other people they must also take appropriate action based on your test result. Test results are issued by text or email so you can return home the most direct way. Do not use public transport.
  6. If you are not able to return home and have to self-isolate here, you will be liable to pay for all bookings that have to be cancelled as a result of your extended stay.

We would not be able to refund you for the days of your holiday you missed as we would have additional cleaning costs. This ensures safety for all our guests. We strongly recommend you take out adequate travel insurance to cover this eventuality.

 Arrival and Departure Times

Every effort will be made to have the property available from 5pm on the day of arrival. The property must be vacated by 9am on the day of departure to give us time to adequately clean the property in line with Covid 19 cleaning protocols. Information about keys and how to collect them plus directions etc. will be provided once full payment has been received.

Liability
The property owner takes no responsibility for the personal possessions of the holidaymaker or the holidaymaker’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.
Cleaning
We would like to think the holidaymaker and 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 holidaymaker 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.

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. During the pandemic various soft furnishings and pieces of kitchen equipment have been removed to help speed up cleaning and reduce clutter for example. The holidaymaker 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 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 holidaymaker 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.

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 holidaymaker to make any such problem known to the property owner as soon as 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.

  Master Cancel Flexible Cancellation Terms & Conditions. These apply only to guests who booked their holiday on this website or through Premier Cottages before January 8th 2021

 Master Cancel’s flexbile cancellation terms and conditions mean that if guests need to cancel due to unforeseen circumstances any payments made will be reimbursed. 
• 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 by Master Cancel?:
• Cancellations made 1 day prior to or the day of check-in will not be eligible for refund under Master Cancel terms. 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).
• 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 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.
•Bookings made within 2 days or less of the arrival date 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.
 • 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

  1. 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.