Please read these terms and conditions (“Conditions”) before booking your holiday cottage. If you have any questions about them please contact us using the contact details provided.
Durrants Holiday Cottages (the “Agent”, “we”, “us”, “our”) is a trading name of George Durrant & Sons Limited, a limited company with company number 02892242 and registered office address 34 The Thoroughfare, Harleston, Norfolk, IP20 9AU. We act as agent on behalf of the owner (the “Owner”) of the holiday cottage (the “Property”). Once the booking confirmation is issued, this contract is between you (the “Occupier”, “you”, “your”), and the Owner.
1. THE OCCUPIER
1.1 The Occupier shall be the person(s) named on the booking form, and they will be responsible for the obligations set out in these Conditions. The booking is personal to the Occupier and shall not be assigned to another party.
1.2 The Occupier must be at least 18 years old at the time of booking. All other members of the party must authorise the Occupier to make the booking on the basis of these Conditions. By making the booking, the Occupier confirms that they are authorised to make the booking and that all other members of the party agree that the booking will be governed by these Conditions.
2.1 A booking of a Property can be made through our website’s online booking system, found at www.durrantsholidaycottages.co.uk. Alternatively, if you do not have access to the internet, or would like to discuss your holiday options, we can be reached by telephone at 01502 723292.
2.2 The price payable for the booking will be as set out on our website and/or brochure or as otherwise notified to you prior to you making the booking.
2.3 We will use our reasonable endeavours to ensure that details of the properties on our website and/or brochure are accurate, and all details are provided in good faith. Please note that all photographs and other imagery are provided for illustrative purposes only and shall not form part of this contract. Changes may have been made to the Property between the time of those photographs being taken and your stay.
2.4 The maximum number of persons (including the Occupier) who are permitted to stay in the Property will be as set out in the description of the Property on our website and/or brochure. You shall not permit any amount of people in excess of this number to stay at the Property, other than babies in cots which may be acceptable from time to time provided that we are notified in advance.
3. BOOKING FEE
3.1 A non-refundable booking fee, as set out on our website and/or brochure or as otherwise notified to you prior to you making the booking, is payable in respect of the first booking of a Property which you make in each calendar year (other than beach huts – see clause 3.2 below). This booking fee is payable at the time of booking. No booking fee shall be payable in respect of further Property bookings which you make in the relevant calendar year.
3.2 If you wish to book a beach hut (see clause 8), there is a non-refundable booking fee payable, as set out on our website and/or brochure or as otherwise notified to you prior to you making the booking. This booking fee shall not be payable if you have already paid a booking fee in respect of a Property or another beach hut in the same calendar year.
4. SECURITY DEPOSIT
4.1 A security deposit will be required where specified in the details of the Property on our website and/or brochure. Where a security deposit is required, the amount of such security deposit shall be pre-authorised on your credit or debit card, not more than 7 days prior to your arrival and will be cancelled approximately 10 working days from the end of your stay at the Property, subject to clause 4.2 and clause 4.3 below.
4.2 Cancelling the pre-authorisation on your credit/debit card is subject to the Agent receiving confirmation from the Owner, having undertaken a satisfactory inspection, that no breakages or damage has occurred during your stay and extensive cleaning has not been required.
4.3 In the event that damage or breakages have occurred at the Property, or extensive cleaning has been required, we will notify you and take payment against the credit or debit card which you have provided for the pre-authorised amount of the security deposit outlined in your booking confirmation. This payment will cover the costs incurred by the Owner, in accordance with clause 10 or clause 11 (as the case may be). Any balance of the pre-authorised security deposit amount which is remaining after payment of such costs shall be cancelled as set out in clause 4.1.
5.1 Subject to clause 5.3, a deposit of 25% of the total cost of your stay at the Property must be paid at the time of booking along with your booking fee. This deposit is non-refundable subject to clause 14.2.
5.2 Where you make your booking more than 8 weeks in advance of your holiday, the remaining balance is required to be paid no later than 8 weeks prior to the beginning of your stay at the Property. If the balance is not paid by the due date, and you fail to make payment within 7 days of being notified that the payment is overdue, we shall be entitled to cancel your booking and you will forfeit your deposit and booking fee.
5.3 If you make a booking within 8 weeks of your stay at the Property, the full cost of your holiday must be paid at the time of booking.
5.4 Payments in relation to these Conditions can be made using our online booking and payments system, over the telephone with a debit or credit card, or by cheque in the post made payable to George Durrant & Sons Limited. Payments in respect of bookings which are made within 7 days of the first day of the stay must be made by debit card or a same-day bank transfer.
5.5 Where we cancel your booking as a result of your failure to pay the remaining balance within the time periods set out in clause 5.2 above, we will attempt to re-let the Property. However, if we fail to do so you will remain responsible for payment of the remaining balance. In the event we are able to re-let the Property, we will refund any sums you have paid towards your booking, other than the booking fee, and we will also deduct an administration fee of £45.
6. YOUR STAY AT THE PROPERTY
6.1 Unless otherwise agreed between the Occupier and the Owner, all holiday home bookings shall commence at 4:00pm on the day the booking begins and entry cannot be given before this time.
6.2 We will use our reasonable endeavours to ensure your keys are available for collection at 4:00pm on the first day of your stay at the Property. However, if, due to circumstances beyond our reasonable control, we are required to arrange essential maintenance to be carried out on the Property your key collection may be delayed. We sincerely hope this will not be the case when you visit us, and will make reasonable endeavours to avoid it.
6.3 The Occupier (and all persons within the Occupier’s party) must vacate the Property and return the keys to the Owner using the key box, where one is provided, or by returning the keys to our offices in any other case, by 10am on the final day of your stay at the Property. Where you are late leaving the Property you may be charged a reasonable additional fee for each hour after 9.30am that you remain in the Property to reflect the costs that we will incur as a result.
6.4 For beach hut bookings, keys may be collected at any time after 10.30am. If you have booked a beach hut for a single day, the keys must be returned to our offices by no later than 8pm on the day of your beach hut booking. If you have booked a beach hut for a period in excess of a day, alongside your stay at the Property, you must return the beach hut keys by no later than 8pm on the day prior to your departure. Late return of your beach hut keys may result in a reasonable additional fee to reflect the costs that we will incur as a result.
7.1 For the length of your stay at the Property, as part of your booking, you will be provided with:
7.1.1 electricity, gas and oil where supplied to the Property;
7.1.2 bed linen for the number of guests expected at the Property (to be replaced with a clean set on a weekly basis where stays are longer than 10 days);
7.1.3 all other amenities as set out in the Property details on our website and/or our brochure, subject always to clause 2.3.
7.2 Where Wi-Fi is an advertised amenity in the details of the Property on our website and/or brochure, we cannot guarantee the speed of the broadband. Wi-Fi is provided free of charge but data-usage may be limited and you will be notified if this is the case (either in the details of the Property on our website and/or brochure, or within the welcome pack at the Property). Internet and phone signal can sometimes be poor, and should not be relied upon for business use.
7.3 Wi-Fi will not be included in the Property’s amenities unless specified in the Property details on our website and/or brochure.
7.4 We will use our reasonable endeavours to ensure that all appliances and services at the Property (such as TVs, Wi-Fi, tumble dryers, fridge/freezers, etc.) shall be fully functional during your stay. However, we cannot guarantee that such appliances will not break down or malfunction. In the event that an appliance at the Property is not functioning correctly, please notify us and we will repair or replace the appliance as soon as reasonably practicable.
7.5 Electric Vehicle (EV) Charging using a domestic charger is not permitted at the Property. Domestic chargers are not suitable and will create a fire hazard. We retain the right to carry out reasonable inspection, on a without notice basis, to ensure that domestic chargers are not in use at the Property. If the Property does not have a dedicated charging point then please check prior to booking for the closest available to the Property. Please refer to our Electric Vehicle Charging Policy.
8. BEACH HUT HIRE
8.1 Beach huts can be hired on their own or in addition to your Property booking, with keys being available for collection from our offices. There are a variety of hire periods available including:
8.1.1 daily hire, from 10.30am to 8pm, available during off-peak season (being the period from 6 September to 5 July, excluding all school holidays and bank holidays);
8.1.2 part-week hire, from 10.30am on the first day to 8pm on the day prior to your departure, available during off-peak season (as set out in clause 8.1.1 above); and
8.1.3 weekly hire, from 10.30am on the first day to 8pm on the day prior to your departure, available during peak season (being the period from 6 July to 5 September, as well as all school holidays and bank holidays).
8.2 Beach huts must be left in a clean and tidy condition at the end of the hire period, with the floors swept and all crockery and cutlery having been washed up and ready for use.
9.1 The Property’s details on our website and/or brochure should specify whether or not a pet is allowed to stay at the Property. In the event that no such details are provided, it is our policy that no pets are allowed other than dogs over the age of 1 year old. Where such dogs are permitted the Occupier must:
9.1.1 pay a fee of £25.00 per dog per week, payable with the initial deposit;
9.1.2 inform us of their intention to bring a dog and the number of dogs they intend to bring;
9.1.3 not leave their dog(s) unattended at the Property at any time during their stay;
9.1.4 not allow their dog(s) onto any furniture, including the beds, or to any floor level of the Property other than the ground floor;
9.1.5 bring their own bedding and towels for their dog(s); and
9.1.6 ensure the garden is clear of any fouling and general mess prior to departure.
9.2 If you fail to comply with the provisions of clause 9.1 and extensive cleaning is required as a result, this will be charged in accordance with clause 11.3.
10. BREAKAGES AND DAMAGE AT THE PROPERTY
10.1 The Occupier is responsible for all breakage and damage that occur at or to the Property during their stay. All damage to the Property or breakage of its contents must be reported to the Owner and/or Agent immediately.
10.2 Upon assessment of any damage or breakage caused, the Owner and/or Agent will provide the Occupier with an invoice for the costs of remedying such damage or breakage, specifying any required repairs or replacements, and the Occupier shall make payment of such invoice(s) within 10 working days of the date of the invoice. Any available balance of your pre-authorised security deposit made in accordance with clause 4.1 shall be applied against this invoice.
11.1 The Occupier agrees to take good care of the Property (and any beach hut that is hired), including its contents, and to leave it in a clean and tidy condition upon their departure. We ask that they remove all bed linen ready for collection and laundering.
11.2 The Occupier must also ensure that all windows and doors are securely locked prior to their departure.
11.3 Where the Property (and any beach hut, where applicable) is not left in a clean and tidy condition, as reasonably determined by the Owner/Agent, the Occupier will be invoiced a cleaning fee to be paid within 10 working days of the date of the invoice. Any available balance of your pre-authorised security deposit made in accordance with clause 4.1 shall be applied against this invoice.
12.1 All cancellations must be made in writing and can be sent by post to our offices at 98 High Street, Southwold, Suffolk, IP18 6DP or by email to [email protected]. Failure to do so will result in the cancellation not being processed.
12.2 If you notify us that you wish to cancel your booking you will remain responsible for the payment of the remaining balance (including to the extent that it has not been paid at the date of cancellation). Once any outstanding balance has been paid we will attempt to re-let the Property. If we are successful in re-letting the Property we will refund you the cost of your booking (subject to clause 12.3 below), minus the booking fee and a £45.00 administration fee for re-letting the Property.
12.3 If your cancellation is within 14 days of the first date of your booking, we may need to reduce the price the of the Property in order to re-let it. In such circumstances, if we are successful in re-letting the Property, we will only refund you the actual amount we receive for the letting of the Property, less the booking fee and £45.00 administration fee.
13.1 If the Owner fails to comply with these terms, the Owner will be responsible for loss or damage you suffer that is a foreseeable result of the Owner breaking this contract or failing to use reasonable care and skill, but the Owner is not responsible for any loss or damage that is not foreseeable.
13.2 The Owner does not exclude or limit in any way its liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by the Owner’s negligence or the negligence of its employees, agents or subcontractors; for fraud or fraudulent misrepresentation; or for breach of your legal rights in relation to the booking.
13.3 Neither the Owner nor the Agent shall be liable for any personal belongings which are left at the Property at the end of your stay. If we find any personal belongings, we will use our reasonable endeavours to collect such items and arrange for you to collect them from our offices. In the event that we are required to post items to you, a £10 administration fee, plus the costs of postage, will be charged.
14. CIRCUMSTANCES BEYOND THE CONTROL OF THE OWNER
14.1 If the Owner is unable to permit you to stay at the Property on the dates set out in your booking due to an event beyond the Owner’s reasonable control (including, but not limited to, fire, flood, exceptional weather or governmental rules or regulations), we will notify you as soon as reasonably practicable.
14.2 In the event that we notify you in accordance with clause 14.1, you will be offered the opportunity to reschedule your booking (where possible), or to cancel the booking. If you elect to cancel the booking in accordance with this clause, you will be refunded the full cost of the booking, minus the booking fee, within 10 working days of your confirmation that you wish to cancel the booking.
15.1 On the rare occasion that the Property hasn’t lived up to your expectations and you wish to make a complaint, please contact us as soon as possible, ideally during your stay, so that we may have the opportunity to try to address any issue you are experiencing.
15.2 If we haven’t been able to rectify the situation for you, we will pass on your comments to the Owner with whom you have the contract of hire. You may be asked to put your comments in writing, and this will then be passed to the Owner and it will be up to them to deal with any complaint to your mutual satisfaction. We will assist where possible in resolving a complaint, but will not be liable to either party should either party be dissatisfied with the outcome.
15.3 Please note that neither Durrants Holiday Cottages nor the Owner can be held responsible for building works taking place outside the boundary of the Property. However, if we have been informed about such work in advance, we will notify you as soon as possible.
16. ACCESS TO THE PROPERTY
16.1 Throughout your stay it is essential that, when requested, you provide both the Agent and the Owner access to the Property to carry out maintenance and repairs.
16.2 Requests of this sort will only be made when absolutely essential and, where possible, during times of the day most convenient for you.
The importance of keeping our holidaymakers, homeowners, staff and our local community safe is Durrants Holiday Cottages’ top priority. We have researched extensively and undertaken a range of safety measures in order for holidaymakers to continue to enjoy holidaying in Southwold and the surrounding area during the Coronavirus (Covid-19) epidemic, whilst maintaining the safety of us all. You can find all the latest information and advice on Coronavirus and visiting Southwold here. Once your booking has been paid in full, we will send you some further guidance and advice which we hope you will find useful.
18. GOVERNING LAW AND JURISDICTION
18.1 The terms and conditions of your booking are entered into by all parties, and any dispute or claim arising out of or in connection with it or its subject matter or formation (including non-contractual disputes or claims), shall be governed by and construed in accordance with the law of England.
18.2 Each party to the terms and conditions of your booking irrevocably agrees that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with the booking or its subject matter or formation (including non-contractual disputes or claims).