Terms and conditions for The Hideaway
Refund, cancellation and amendment policy
We recommend that you take out enough travel insurance to cover you for your total stay, INCLUDING CANCELLATION COVER.
We would be very sorry to hear of your need to cancel your arrangements and will happily discuss alternatives with you. Should you wish to cancel your holiday, you will be charged the appropriate cancellation fee as per the below. By making a booking, you agree that this refund, cancellation and amendment policy will apply to your booking. All refunds, cancellations and amendments will be dealt with in line with this policy. When we refer to “you” or “your”, we mean the camper – the person making the reservation.
Provisional Bookings will be help for 5 days at which point unless a deposit payment has been made reservations will be automatically cancelled.
Cancellations and refunds.
We recommend that you take out enough travel insurance to cover you for your total stay, INCLUDING CANCELLATION COVER.
Should a travel ban be implemented, guests should claim any refunds or costs against their travel insurance.
We are not liable for refunds or expenses you incur in the event we are prevented from fulfilling your Booking as a result of circumstances beyond our control. Such circumstances shall include (but not be limited to) war, terrorism, riots or civil unrest, industrial action, flooding, natural disaster, epidemics, health risks or such similar events (“Force Majeure”). We recommend that you have adequate holiday insurance in place to cover this.
i) The reservation may be cancelled at any time by the visitor. If a cancellation occurs the following refund policy applies:
Cancellation up to 28 days beforehand – 100% refund
Cancellation between 27 and 14 days beforehand – If full balance has been paid 50% will be refunded, if deposit ONLY has been paid there will be no refund The Hideaway will retain the deposit.
Cancellation in last 13 days – no refund
ii) Refunds cannot be given in the event of leaving due to inclement weather or the decision to cut short a holiday which has been previously paid for.
iii) In the event of severe weather, the need to evacuate the site or if the pitch becomes unusable, inaccessible or unavailable due to circumstances beyond the visitor’s control either prior to or during a stay, a full refund will be offered, this decision will be made by the site manager.
iv) If you do not turn up when you have made a booking, by 11pm on the first day of the booking (without letting the site know), we will treat you as having cancelled the booking and you will not be entitled to a refund. Note: If you believe that your arrival will be delayed beyond 8pm it is important that you call us in order that the we can ensure there is someone available to greet you on arrival.
v) If you leave the site early for any reason (including the weather, unless we class the conditions as being too severe to camp), or you leave early without giving a reason, we will keep any unused fees and you will not be entitled to a refund.
vi) If adverse circumstances, for example flooding, result in the Proprietor cancelling your booking at any time, a full refund of your deposit or unused camping fees will be made. If the site needs evacuating in an emergency situation and there is insufficient time to process a refund on site, you will be contacted as soon as possible after the evacuation in order for the refund to be arranged.
vii) Making amendments (changes) to advance bookings. You can make any amendments to your booking either through the internet or the directly with the site, as long as more than 14 days’ notice before the date your booking is due to start is given. If you want to make amendments 14 days or less before your booking starts, you must contact the site direct. Whether it can meet your needs depends on site-specific considerations, such as pitch availability. This applies only to making amendments to an existing booking. You cannot completely change the dates you booked, as this would constitute a ’cancellation’ with less than 14 days’ notice, and any new dates as a completely separate booking.
Admission to the site is at the discretion of the Proprietor or, in their absence, another staff member.
We let the pitch, tent or Ecopod to you with the expectation that you will follow the usual customs of good camping, and with due regard to the comfort, health and safety of yourself and others. We reserve the right to ask you to leave at any point of your stay if the behaviour of any member of your party is unacceptable to us and no refund of monies will be paid.
Please note that we can not accept bookings from persons under the age of 18 unless they are going to be accompanied by an adult for the duration of their stay.
Events beyond our control
Unless we say otherwise in these booking conditions, unfortunately we will not be legally responsible for any compensation if we are prevented from carrying out our responsibilities under this contract as a result of events beyond our control. This means an event we could not, even with all due care, avoid, including:
o strike, lock-out or labour dispute;
o natural disaster;
o acts of terrorism, war, riot or civil commotion;
o malicious damage;
o keeping to any law or governmental order, rule, regulation or direction, including advice from the foreign office to avoid or leave a country;
o accident;
o breakdown of equipment or machinery;
o insolvency or bankruptcy of service provider;
o fire, flood, snow or storm;
o difficulty or increased cost in getting workers, goods or transport; and
o other circumstances affecting the supply of goods or services.
Vehicles
Vehicles on site must have a current and valid road fund licence and insurance. Drivers of vehicles, including motorcycles, must hold a full current driving licence to drive on site.
Sleeping in private cars or vans with side and rear windows may be allowed on the site, at the discretion of the management, provided the vehicle has specially designed internal sleeping accommodation such as fully reclining seats and fitted curtains. A tent attachment for changing purposes must be erected. Intention to use this arrangement must be made clear on booking.
Vehicle movement is prohibited between 11pm and 7am.
All cycles should have appropriate lighting if used at a time when it would be required.
Essential repairs can be carried out so that an unserviceable vehicle can leave site, however, general maintenance and servicing is not allowed.
Vehicle and/or unit washing, is not allowed.
Drivers, motorcyclists and cyclists are required to adhere to the Site’s 5mph speed limit.
*DISCLAIMER*
Vehicles and their contents are left here entirely at owners or drivers risk. Management do not accept responsibility whatsoever for any loss or damage to vehicles or their contents either on site or on any land of Baxby Manor, including the access routes.
Trading
i) Touting and commercial advertising is not allowed, no advertising notices should be displayed on a unit.
ii) Trading is not allowed on site, unless agreed with a member of the Site team.
iii) A firm’s car or van, which has the firm’s name and description on the sides, is acceptable at sites.
Recreation
i) Please be considerate of other campers when playing Ball games, Frisbee, cricket, etc.
ii) For safety reasons the flying of model aircraft and kites is prohibited.
Noise/Music
i) Noise must be kept to a reasonable level at all times so as not to disturb the enjoyment of others. Please keep noise to a minimum after 10p.m. quiet after 11pm and, if rising early, remember that others may not be such early birds.
Due to feedback from other campers we ask that you please keep all MUSIC personal, i.e. wear headphones. Please do not play music on speakers in or around your tent. Although you may wish to play music very quietly in your tent/van chances are that it can still be heard by your neighbour and we do not all have the same taste in music…!
ii) The Site is closed from 11pm to 7am during which time noise should be kept to a minimum and no vehicle movements are permitted.
iii) Generators may be used at the discretion of the Site Manager who will advise of the most appropriate running times. Customers may be asked to refrain from using them if they cause a disturbance.
Sanitation
i) Servicing chemical toilets must only be done at a Chemical Disposal Point, using water from that source.
ii) To avoid damage to our sewerage system we ask Customers to use only biodegradable chemical fluids that do not affect the natural bacterial balance within the system.
iii. Rubbish should be recycled wherever possible. Recycling facilities are available on site
Children and Safety on site
It is the responsibility of parents and guardians to ensure children are supervised at all times whilst on site and around the adjacent stream and disused railway embankment. The stream that runs parallel to the site is un-fenced, has steep banks and deep pools of over 4 feet in places. The disused railway embankment running parallel on the other side of the site has steep and unguarded bridges and drop-offs. Children are not the responsibility of The Hideaway@Baxby Manor and can not be held responsible or in any way to blame should any harm befall them or anyone else in your party.
Special consideration should be given to the use of toilet blocks. Please strike a balance between their enjoyment and that of others.
Pets
Pets are welcome by prior arrangement but the Owners are responsible for the behaviour of their animals.
Due to the abundant wildlife at The Hideaway no more than 1 dog per pitch is allowed. No dogs in the Sanctuary. Dogs must not be left unattended at any time
We do not allow on site any breed of dog listed under the Dangerous Dogs act 1991.
No animal is allowed to be loose on site or on footpaths through our land and must be kept on a lead no longer than 2m.
Proprietary pet cages are only allowed within the confines of the unit including an awning.
Pets should be exercised off site.
Owners must ensure that their pets do not foul the site and are responsible for cleaning up after them.
If it is deemed a pet is creating a nuisance or causing disturbance to others, their owner will be asked to remove them from site.
With the exception of guide dogs, pets are not allowed in the toilet block or other buildings.
Fire
Fire points are located around the site, please familiarise yourself with your nearest point. There is a non-smoking policy in all site buildings.
i) Barbecues must be purpose-built and portable, standing clear of the ground or inside the fire pits. There must be no possibility of damage to the grass outside of fire pits. Only fuels for specific use on barbecues should be used.
ii) Camp-fires are not permitted other than in the fire rings provided. Wood is available to buy on site, scavenging for wood anywhere on the farm is prohibited.
iii}Cutting or damaging trees and other vegetation is strictly prohibited and the natural conditions are not to be disturbed. This includes tying ropes to, or driving nail into trees.
Complaints
Any cause for complaint must in the first instance be addressed with a member of staff.
Payment methods
Payment can be made online via our website, via BACS or PayPal. Details of these can be found in our FAQ’s section. Cheques to be made payable to ‘The Hideaway at Baxby Manor Ltd’.
Credit/Debit and AMEX Cards are accepted.
Deposits
A minimum deposit of 50% per pitch is required for bookings made via this website.
Hobbit House and Ecopod bookings
A minimum of 2 nights over a weekend (Friday/Saturday). A £30 returnable damage deposit per Ecopod booking and a £50 per Hobbit House booking is payable upon booking. This will be returned within 7 to 10 days of departure. (Please call us if this has not been returned within this time).
It is up to you Customers to check on arrival the Hobbit House/Ecopod and its contents for any damage and inform The Hideaway of any damage within 1 hour of your arrival, if after one hour of your arrival no issues/damage has been reported The Hideaway will assume any damage/breakage’s found upon or up to 24 hrs after your departure have been caused by the Customer and the Customer could lose part/all of their damage deposit.
Day Visitors
Prior arrangement only. In the interests of security, day visitors must report to Reception. Entry and the subsequent parking will be at The Hideaway’s discretion and only allowed when visiting a guest at the Hideaway for which there is a charge of £5 per car.
Car Parking
There is limited parking in designated parking areas for one car per pitch. Extra cars will be charged at £5 per night.
Checking In.
Pitches are available from 2pm on the day of arrival. Check-in prior to 2pm is NOT possible.
On arrival Customers should call at reception to make contact with a member of staff and pay any outstanding pitch fees.
In the event of poor ground conditions a pitch may not be available. The site manager will endeavour to advise the customer in advance should this occur but no responsibility can be accepted if this is not possible.
On arrival, the pitch you chose when making your booking may not be available for reasons beyond our control however an alterantive(s) of the type you have booked will be offered. The staff member will do their best to accommodate preferences, however, management and safety issues also have to be met. Customers are therefore required to abide by the guidance given when pitching.
The Customer will be directed to their pitch by a member of staff.
Customers must familiarise themselves with the site’s fire regulations and fire fighting equipment and its location as soon as they arrive on site.
Your Pitch
You must pitch as directed by the staff, and not encroach upon any other pitches in consideration of fire, risk limitation, safety and access. If you pitch outside the boundaries of you pitch or your unit is judged to pose a risk to the safety, privacy and comfort of others, you will be asked to move.
When booking online The Customer must have chosen a pitch that can safely accommodate their tent/unit, (plus any ancillary equipment you intend to use during your stay; awning, pup tent, toilet tent etc). If on arrival it transpires this can not be done a member of staff will, if available, offer an alternative pitch. If The Customer has reserved a pitch that cannot accommodate their unit and there are no alternatives The Customer will not be permittted to stay and no refunds will be offered.
Customers are advised that requirements for disabled guests should be discussed with the Site prior to booking to check for availability that can meet both the needs and expectations.
The six metre rule must be observed: Units excluding guy ropes must be 6m apart from adjacent units.
It is a requirement that the unit (along with any ancillary equipment) fits within the confines of the pitch whilst maintaining the 6m rule. If this cannot be achieved you may be required to purchase an additional pitch (if available) or remove the ancillary equipment.
All loose equipment needs to be stored within the confines of your unit.
It is the responsibility of Customers to ensure the mains electrical cable from the hook-up point to their unit and the unit’s installation are safe. All units should be protected by a residual current device (RCD). For tent campers, this should be incorporated into a purpose-made mains supply unit designed for tent camping conditions.
In certain circumstances Customers may be required to change pitch or take down gazebos or awnings during their stay. If this is required a full explanation will be offered and a member of staff will advise accordingly. The owners reserve the right to charge for an additional pitch for extra large tents or gazebos/pup tents and extra persons.
The transfer or sub-letting of pitches is not allowed.
Prior consent must be obtained by the Customer, from a member of the site staff if they intend leaving their unit unoccupied over night. A current, contactable mobile phone number should be left with the site staff.
Checking out
Pitches/units should be vacated by 11am on the day of departure.
Pitches/Pods/Hobbit Houses should be left clean and tidy and “As Found” on departure.
If a customer leaves a unit or any other property on the site without paying or prior arrangement, the Site Proprietor shall be entitled to make such arrangements as he may deem fit for the removal or storage of such property. The expense of such storage or removal shall be charged to the Customer. In the event of the Customer failing to pay such an account within 14 days of an account being rendered, then the Proprietor may make such further arrangements as he may deem fit to dispose of the property to reimburse himself for out-of-pocket expenses and to recover any unpaid fees due.
Late Check Out
Due to being a small family-run business we are unable to facilitate late check outs.
Responsibility
The Proprietor accepts no responsibility whatsoever for loss or damage to persons or property arising out of the use of the site or its facilities. The management shall not be liable for any loss, damage or theft from or to a vehicle or hire unit
Lost Property
All items of lost property will be retained for one calendar month.
Items not claimed after this period will be donated to a local charity or church close to the site, this includes any monies.
Any items that are not of use to any of the local charities will be disposed of.
Anything where the owner is readily identifiable will be either directly returned to the owner if still on site or contacted by phone if possible.
Owners are responsible for the cost of reclaiming their goods. The following items are excluded from this policy:
Credit or Debit cards. Reported to the card issuer. The card issuer will then advise what further action is necessary.
Items where there is any suspicion of danger to employees or to the public. The police will be contacted immediately in such circumstances for advice.
Any item that has clearly been abandoned.
Where items of property are claimed the claimant should be expected to provide a description of the items lost. The claimant must sign for all items claimed and record their full name and address.
Campfire Safety
Terms and conditions for Rufus’s Roost Treehouse
In these booking conditions, 'you' and 'your' means all people named on the booking form (including anyone who is added or replaced at a later date). ‘We’, ‘us’, ‘Owner’, and ‘our’, ‘the property’ means Rufus’s Roost Treehouse, Baxby Manor, Husthwaite, York, YO61 4PW
Before booking through us, please read these booking conditions carefully and all the other information relevant to your booking.
We recommend that you take out enough travel insurance to cover you for your total stay, INCLUDING CANCELLATION COVER.
Should a travel ban be implemented, guests should claim any refunds or costs against their travel insurance.
We are not liable for refunds or expenses you incur in the event we are prevented from fulfilling your Booking as a result of circumstances beyond our control. Such circumstances shall include (but not be limited to) war, terrorism, riots or civil unrest, industrial action, flooding, natural disaster, epidemics, health risks or such similar events (“Force Majeure”). We recommend that you have adequate holiday insurance in place to cover this.
1. Making your booking
All bookings depend on the property and other arrangements being available. You, as the person in charge of the party (“the party leader”), must be at least 18 years old at the time of booking. All other members of the party must authorise you to make the booking on the basis of these booking conditions. By making the booking, you confirm that you are authorised to make the booking and that all other members of the party agree that the booking will be governed by these booking conditions. You, as the party leader, are responsible for making all payments due to us.
As long as the property is available and we have received all the relevant payments from you, we will give you written confirmation (see below) as soon as reasonably possible. This confirmation will show your booking details, the amount you have paid and the amount you still owe for the booking. Your binding contract with us will begin when we issue you with the written confirmation. If we pay the deposit into our bank account, it will not mean we have accepted a booking unless we have issued you with written confirmation. Please do not make any other travel arrangements until we have issued you with a written confirmation. If you book with us online, we will acknowledge that we have received your booking and then send you confirmation by email. It is your responsibility to check your emails regularly and to let us know about any change to your email address.
We have the right to refuse any booking before we send you your written confirmation. If we do this, we will tell you in writing and promptly refund any money you have paid to us. In this case we, nor other service provider (if any), will have any legal responsibility to you.
As soon as you receive your confirmation, you must check the details carefully. If anything is not correct, you should tell us immediately. Please ensure that names are exactly as stated in the relevant passport. We have no responsibility for any errors in any documentation except where an error is made by us.
Where we offer the option of a provisional telephone booking, the property will be released for general sale after the agreed time period (usually 24 hours) unless you fully confirm the booking.
Even if we have sent a written confirmation we have the right to cancel a booking where there are reasonable grounds to believe that (i) it is not legitimate (ii) you are likely to breach any of our booking conditions (iii) information supplied by you in relation to your booking is incorrect (iv) you have behaved in a vexatious, abusive or unlawful manner to owners, suppliers or to our staff. If we cancel your booking, we will tell you in writing and we will have no legal responsibility to you.
2. Payment
When you book, you must pay the deposit amount then due plus any applicable booking fee by debit or credit card. We only accept payment in pounds sterling. We must then receive the rest of the money owed no less than 10 weeks before the start of your stay. However, if you book less than 10 weeks before the start of your stay, we must receive full payment of the total cost of your booking when you make the booking.
If you do not pay any payment due in relation to your booking by the appropriate date we are entitled to assume that you want to cancel your booking. In this case, your booking will be cancelled immediately and the provisions of clause 4b will apply. You may also need to pay additional charges.
There is no charge for debit or credit card payments. If your bank refuses to make your payment for any reason, we are entitled to make an administration charge of £31.
3. Pricing
We keep the prices charged under constant review and the prices of unsold arrangements may be increased or reduced at any time. We may also correct mistakes in the pricing of unsold arrangements at any time. We will confirm the price of your booking when you make it. As changes and mistakes (we are only human!) can happen, you must check the price and all other details of your chosen arrangements at the time of booking.
All prices quoted or otherwise given to you include all charges and any taxes or government charges which may apply to your booking at the time it is made. You may be required to pay any additional taxes that arise after your booking has been confirmed.
We can pass on to you, in full, after we have confirmed your booking, all costs or charges which are connected with your booking, including any price increases due to changes in the exchange rates of currency.
All accommodation prices are for the property as a whole and are not on a per person basis. Maximum of 6.
4. If you change or cancel your booking
a) Changes;
We treat changes to your dates as a cancellation of the original booking and so you will have to pay cancellation charges as per the table below.
b) Refunds, Cancellations and Amendments;
We would be very sorry to hear of your need to cancel your arrangements and will happily discuss alternatives with you. Should you wish to cancel your holiday, you will be charged the appropriate cancellation fee as per the below. By making a booking, you agree that this refund, cancellation and amendment policy will apply to your booking. All refunds, cancellations and amendments will be dealt with in line with this policy.
Provisional Bookings will be help for 24 hours at which point unless a deposit payment has been made reservations will be automatically cancelled.
The visitor may cancel the reservation at any time. If a cancellation occurs the following refund policy applies:
Cancellation charges
Number of days before the start date of your trip that we receive your notice to cancel (or on which you are deemed to have cancelled)
Cancellation charge (plus all booking fees, any insurance premiums, credit-card charges or administration fees you owe)
More than 70 days
Full deposit (including any balance of the deposit due)
43 to 70 days
50% of the total cost or full deposit (including any balance of deposit due), whichever is greater.
29 to 42 days
75% of total cost
8 to 28 days
90% of total cost
7 days or less
100% of Total cost
i) Refunds cannot be given in the event of leaving due to inclement weather or the decision to cut short a holiday that has been previously paid for.
ii) In the event of severe weather, the need to evacuate the property or if the property becomes unusable, inaccessible or unavailable due to circumstances beyond the visitor’s control either prior to or during a stay, a full refund will be offered, this decision will be made by the Owner.
iii) If you do not turn up when you have made a booking, by 11pm on the first day of the booking (without letting the owner know), we will treat you as having cancelled the booking and you will not be entitled to a refund. Note: If you believe that your arrival will be delayed beyond 8pm it is important that you call us in order that we can ensure there is someone available to greet you on arrival.
iv) If you leave the property early for any reason (including the weather, unless we class the conditions as being too severe to stay), or you leave early without giving a reason, we will keep any unused fees and you will not be entitled to a refund.
v) If adverse circumstances, for example flooding, result in the Owner cancelling your booking at any time, a full refund of your deposit or unused fees will be made. If the property needs evacuating in an emergency situation and there is insufficient time to process a refund on site, you will be contacted as soon as possible after the evacuation in order for the refund to be arranged.
Please note that we cannot accept bookings from persons under the age of 18 unless they are going to be accompanied by an adult for the duration of their stay.
5. Events beyond our control
Unless we say otherwise in these booking conditions, unfortunately we will not be legally responsible for any compensation if we are prevented from carrying out our responsibilities under this contract as a result of events beyond our control. This means an event we could not, even with all due care, avoid, including:
o strike, lock-out or labour dispute;
o natural disaster;
o acts of terrorism, war, riot or civil commotion;
o malicious damage;
o keeping to any law or governmental order, rule, regulation or direction, including advice from the foreign office to avoid or leave a country;
o accident;
o breakdown of equipment or machinery;
o insolvency or bankruptcy of service provider;
o fire, flood, snow or storm;
o difficulty or increased cost in getting workers, goods or transport; and
o other circumstances affecting the supply of goods or services.
Should a travel ban be implemented, guests should claim any refunds or costs against their travel insurance if possible.
We are not liable for refunds or expenses you incur in the event we are prevented from fulfilling your Booking as a result of circumstances beyond our control. Such circumstances shall include (but not be limited to) war, terrorism, riots or civil unrest, industrial action, flooding, natural disaster, epidemics, health risks or such similar events (“Force Majeure”). We recommend that you have adequate holiday insurance in place to cover this.
We cannot be held responsible for noise or disturbance which comes from beyond the boundaries of the property or which is beyond our control. If we know about a problem before you arrive, we will contact you to let you know.
We cannot be held responsible for the breakdown of mechanical equipment such as pumps, and boilers, nor for the failure of public utilities such as water, gas and electricity.
6. Insurance
We recommend that you take out enough travel insurance to cover you for your total stay, INCLUDING CANCELLATION COVER.
7. Disabilities and medical problems
If you or any member of your party has any medical problem or disability that may affect your booking, please tell us before you confirm your booking and give us full details in writing as early as possible before you travel. If We reasonably feels unable to properly meet that person’s particular needs, we can refuse or cancel the reservation.
8. Arrival and departure
You can arrive at your property at any time after 4pm (unless we tell you otherwise, for example on your confirmation) on the start date of your rental period. You must leave by 10am on the last day. If your arrival will be delayed beyond 8pm on the start date of your rental period, you must contact Us, details are given in the booking confirmation email. If you fail to do so, you may not be able to get into the property. If you fail to arrive by 11pm on the day of the start date of your rental period and you do not let Us know you are arriving late, we may treat your booking as having been cancelled by you. In this situation, we will not refund any money you have paid.
Behaviour - You and all members of your party agree:
o to keep the property clean and tidy;
o LEAVE AS FOUND-; to leave the property in a similar condition as you found it when you arrived; this means making sure all crockery/pots/pans/etc are clean and put away, rubbish taken out and please place used towels in the shower.
o to behave in a way at all times while at the property which does not break any law;
o not to use the property for any illegal or commercial purpose;
o not to sublet the property or any part thereof or otherwise allow anyone to stay in it who we have not previously accepted on behalf of the owner as a member of your party;
o Not to behave in anti-social manner, breach the peace or otherwise act in a way that may disrupt or affect the enjoyment of others.
Maximum occupancy - You must not allow more people than the website states (six) to stay overnight in the property. You cannot arrange for visitors to the property without the advance consent of the owner. You cannot significantly change the number of adults or children during your stay. (For example, if you book for two adults and two children, you cannot arrive with four adults and no children.) You must not hold events (such as parties, celebrations or meetings) at the property without the advance consent of the owner. If you do any of these things, We can refuse to hand over the property to you, or can repossess it. If We do this, we will treat this as you cancelling the booking. In these situations you will not receive a refund of any money you have paid for your booking. And we will not be legally responsible to you as a result of this situation. (This will include, for example, any costs or expenses you have to pay due to not being able to stay in the property, such as the cost of finding other accommodation.) We are under no obligation to find any alternative accommodation for you.
At the risk of losing your Damage Deposit; STRICTLY NO SMOKING and NO PETS.
9. Damage
You are responsible for and agree to reimburse to the owner any breakage or damage in or to the property that is caused by you or any members of your party or any other persons invited into the property by you. We can ask for an extra payment from you to cover any such costs above and beyond the £200 damage deposit.
We expect the accommodation to be left in a ‘as found’ state on departure. If in our opinion, additional cleaning is required, you will be liable for the cost of this cleaning.
You may need to check and sign an inventory of the property and its contents on arrival at the property. If you discover that anything is missing or damaged on arrival please notify us.
10. Right of Entry
The owner is allowed to enter the property (without letting you know first if this is not practical or possible) if special circumstances or emergencies happen (for example if repairs need to be carried out) or if you break any of these booking conditions, the owner’s own terms and conditions or any other terms that apply to your booking and/or the property. The owner also is allowed to enter the property to inspect it (including but not limited to where you have complained about the property). If this happens, you will be given reasonable notice first.
You agree to allow the owner (including workmen) access to the property as required by this clause.
11. Hot Tub
Please be aware that the Hot Tub does need to be maintained regularly so as to provide a safe and enjoable expereince for every user. From time to time this may mean that the Hot Tub is occasionally temporarily unavailble. If the Hot Tub requires emergency repairs or deep cleaning, this maintainence is unavoidable and sometimes the Hot Tub is out of use. Naturally we will endeavour to return the Hot Tub to full use as soon as possible, parts and specialist labour allowing.
12. Unreasonable behaviour
We can refuse to hand over the property if the unreasonable behaviour of anyone in your party is likely to cause offence to other guests, to members of staff or to neighbours, or if we have reasonable cause to believe you or any member of your party will cause damage or loss to the property, its services or facilities. If this happens, the contract between you and the owner will end and you will not receive any refund and we will have no further responsibility to you.
We can end a stay after the keys have been handed over, if the unreasonable behaviour of anyone in your party (including anyone invited into the property by you) is likely to spoil the enjoyment, comfort or health of other guests, residents, neighbours or members of staff or where you or any member of your party (or anyone invited into the property by you) has broken or is likely to break any of these booking conditions, the Owner’s terms and conditions or any other terms and conditions applicable to the property which you have been told about. If this happens, you will have to leave the property immediately and no refund will be given. You may also be responsible for any costs the owner has as a result of your behaviour as set out in clause 9.
13. Complaints
If you want to complain we will want to take action to sort your complaint out as soon as possible. It is essential that you contact Us immediately if any problem arises so that it can be sorted out as quickly as possible. It is often extremely difficult (and sometimes impossible) to sort out difficulties properly unless We are told promptly. If you discuss the problem with Us during your stay at the property, it can usually be sorted out straightaway. In particular, complaints which would only be temporary (for example, complaints on how the property is prepared or the heating not working) cannot possibly be investigated unless registered during your stay. If you feel that the problem has not been dealt with to your satisfaction, you must, within 28 days of returning from your stay, put your complaint in writing to us, complaints@baxbymanor.co.uk We have designed this procedure to make sure we can sort out complaints as quickly as possible. Please help us to help you by following this procedure. If you fail to do so, this may affect your entitlement to claim compensation if this would be appropriate.
14. Governing law and jurisdiction
English law will govern any dispute, claim or other matter that may arise in relation to your booking and you agree that any dispute will be dealt with exclusively by the courts of England and Wales.
15. Communicating with you
To process your booking we will need to collect and process personal information. This may, for operational reasons, be held overseas. Furthermore, where your booking includes arrangements and accommodation located overseas, we will have to send your personal data overseas to enable owners/service providers to provide your booking. Where this results in personal data being sent to a country outside the EU/EEA, you accept that rules on data protection may not be as stringent as they are in this country. We may from time to time record telephone calls to our contact centre. We do this for training purposes and to improve the overall quality of our service. For more detailed information about how we use personal information, please see our Privacy Policy which can be found on our website.
We would like to send you information about products and services that may interest you. We may do this by post, telephone, text message or email If you would rather that we did not do this, please tell us when you book. Or you can indicate your preferences as part of our online booking process.