Guest Booking Terms & Conditions
Christchurch Bay Coastal Escapes incorporating South Coast Home Management
Please take a few minutes to read through our Booking Terms and Conditions.
These Booking Terms and Conditions clearly describe our Booking policies and procedures and clarify the contractual arrangement between you and the Owner of your selected property.
We, Christchurch Bay Coastal Escapes, act as Agent for and on behalf of the Owner to provide Accommodation via a Booking. The property refers only to the property detailed in the Booking and cannot be changed with any other property.
You must agree to these general terms and conditions, together with any specific Property specific terms and conditions before progressing and completing your Booking with us.
"Owner" refers to the Owner (or their representative) of the property being rented
"Agent"/ “Us” refers to Christchurch Bay Coastal Escapes incorporating South Coast Home Management
"Applicant" refers to the client applying to rent a property
"Guests" refers to Applicant that is taking up the Booking and staying at the property
"Booking" refers to the online or manual Booking form specified by the Owner and Agent to be used by all Applicants
“Accommodation” / “Property” refers to Property being rented under the Booking terms and conditions
1. Duration and Times of Lettings
The Applicant can occupy a reserved property from 3pm on the first day of the reservation, and the Applicant must ensure that he/she/they and any third parties who have been in occupation of a property, as a result of a reservation leave prior to 10am on the date of departure.
2. Accommodation and Applicant’s Obligations
We will supply the Accommodation to you for the period set out in the Booking.
The property will be prepared based on the bedroom configuration that you select in your Booking and must be finalised by you, as the guest, 7 days before your arrival date. We cannot guarantee any changes to the bedroom configurations can be made after this date. Your access to the property is subject to adherence to these terms and conditions and also any Property specific terms, where provided to you in writing by either us or the Owner. We will make every effort to make the Accommodation available to you on time. However, there may be delays due to an event outside of our control that occurs.
If payment for your property is not made in line and on time with our requirements, including deposit, balancing final payment and security deposit, you will not be permitted to access the property. Furthermore, we reserve the right to charge a late payment charge on any amounts overdue.
Dog(s) are only permitted in or at a property if specified in the Booking or specific Property terms. Additional charges may be due in respect of a dog(s) and these will be notified to you at the time of Booking. No other pets of any description are permitted in any of our properties.
Where a property does not state that it accepts dogs in the description, it does not guarantee that dogs have never occupied the property.
Smoking is strictly prohibited inside and in the close vicinity of all our properties.
You must be over 25 to make a Booking and the leader booker must be one of the Guests staying at the property during your stay.
Internet (Wi-Fi) facilities are offered at a number of our properties. Where this is offered by an Owner, neither we nor the Owner can be held liable for this being provided constantly and neither no minimum speed nor uninterrupted service provision of the internet can be guaranteed. Neither us or the property Owner will be liable for any form of compensation or expenses claimed by any Guests in respect of the provision of the internet services being unavailable for a period of time.
You and your holiday group shall take proper care of the property and its contents during your Booking, and you may lose your security deposit and / or receive an invoice for any damage cause or loss suffered if the property and its contents are not left in the same state to which they were provided at the beginning of your stay.
You and your holiday party shall allow reasonable access to the property by the Agent, the Owner or their appointed representatives if this is deemed necessary during the stay.
You must not cause a nuisance or disturbance to neighbouring Accommodation or behave in an unreasonable way. The playing of music or making a noise which is clearly audible in a nearby Accommodation is not permitted after 11.00 pm.
You must not sublet the property, in part or full. You are only permitted to have those members of the group that are stated on the guest list in the property and not exceed the maximum occupancy for the property (with the exception of services booked through the Agents website, i.e. pampering team) at any time unless agreed by the Agent in writing, after consultation with the Owner.
You must alert the Agent at the earliest convenience of any issue with the Property, facilities, grounds or equipment. If the Agent has not been contacted during the stay and a chance to ‘make right’, if an issue or complaint is made after the stay the Applicant does not have the right to any compensation of any kind.
No fireworks or sky lanterns shall be used at the property or surrounding area.
No drones to be used at any time at any property.
Any breach of these provisions will constitute a breach of contract, the Agent and Owner may terminate the reservation forthwith in which event all monies paid by the Applicant will be forfeited and the Applicant and any third party residing in the Property during the period of the Applicant's reservation may be required to vacate the property with immediate effect.
The Owner and their representatives reserve the right to take possession of the property at any time where damage or nuisance has been caused by the Applicant or any third party residing in the property during the period of the Applicant's reservation. In such an event neither the Owner nor the Agent shall be liable to make any refund of any monies paid by the Applicant whatsoever.
The Owner or Agent reserves the right to take possession of the property at any time where damage or nuisance has been caused by the Applicant or any third party residing in the property during the period of the Applicant's reservation. In such an event the Owner or Agent shall not be liable to make any refund of any monies paid by the Applicant whatsoever. If in the opinion of the Owner, the housekeeping team or Agent, any person is not suitable to continue their occupation of the property because of unreasonable behaviour, damage or nuisance to other parties the contract may be terminated and the Owner, Agent or their representatives may repossess the property immediately. The Applicant will remain liable for the whole cost of the hire and no refund shall be due if your property Bookings has specific Property terms, then these shall be incorporated into these terms and conditions and breach of any specific Property terms will be treated as a breach and we reserve the right to cancel the contract with no recourse.
3. Reservation Procedure
Applicants can provisionally reserve the property over the telephone with the Agent, resulting in a Booking offer being emailed to the Applicant, but no contract shall exist between the Applicant and the Owner until the terms and conditions have been agreed to and the Agent has received the relevant payment in accordance with the Booking at which time the reservation will be confirmed subject to the Booking Form having been submitted with all required information to the satisfaction of the Agent.
4. Payment Procedure
For reservations made more than 8 weeks prior to the commencement date, a deposit of 25% of the total amount due must be paid to secure the Booking.
If a reservation is made less than 8 weeks before the commencement date the total amount is due together, with any additional charges and must be tendered at the time of Booking. In the event that the Agent does not accept an Applicant's reservation all moneys paid will be refunded immediately. The balance of the full amount due in respect of the reservation and any additional charges are due 8 weeks before the commencement date.
Non-payment of any sum by the due date will be deemed to be a cancellation and the Agent may re-advertise the property for reservations without prior notice to the Applicant. The Applicant shall remain liable for payment of the full amount due in respect of the reservation.
Payments can be made using debit cards or credit card using STRIPE or via Bank Transfer to the nominated client account held on behalf of the owner. STRIPE payments will incur an additional booking fee of 1.4%. Should you prefer to make a bank transfer, please contact us directly for our bank details. Bank transfers must be cleared funds by the respective payment deadlines. Any bank or transfer charges (including for dishonoured cheques or direct debit payments) are to be borne by the Applicant. All payments must be made in Pound Sterling.
In agreeing to these terms and conditions the Applicant acknowledges and accepts that they are entering into a direct contract with the Owner in respect of the letting of the property, and separately with Christchurch Bay Coastal Escapes in respect of the reservation or Booking of the property.
Any payment received by Christchurch Bay Coastal Escapes will comprise both a payment for the letting of the Property due to the Owner of the property and a Booking fee payable to Christchurch Bay Coastal Escapes. Christchurch Bay Coastal Escapes agrees that it is receiving payment for the letting of the Property on behalf of the Owner, as its disclosed Agent and that any and all sums received by it from the Applicant in respect of the letting of the Property will be paid to the Owner on behalf of the Applicant.
Any request to cancel a Booking must be made in writing to the Agent. The Applicant shall remain liable for all the payments due in respect of the reservation whether or not they have been paid at the time of cancellation.
All 25% Booking deposits and payments made within 8 weeks of arrival are non-refundable, however the Agent will offer the property for reservation and will use their reasonable endeavours to obtain an alternative reservation for the Property in respect of the cancellation period.
In the event that a replacement Booking is successfully confirmed and fully paid, a partial refund will be considered at the Agents and Owner’s discretion. We strongly advise that personal holiday cancellation insurance is purchased to ensure that you are covered in the event of having to cancel.
All cancellation refunds will be subject to a £40 administration fee.
Once your Booking has commenced at your property, you may only cancel the contract for your Booking by giving us written notice if:
a) We break this contract in any material way
b) We go into liquidation or a receiver or an administrator is appointed over our assets
c) We change these Terms and Conditions, and you elect to cancel the contract
d) We are affected by an Event Outside Our Control
e) In the event of an Epidemic, impacting the locations where we offer Accommodation, the below will supersede any conflicting terms in this agreement if:
i)To be considered to impact the holiday, there must be government mandated lockdowns preventing overnight stays AND/OR restrictions in travel, be it nationwide restrictions, or local restrictions impacting either or both the Property's location and Your home location (as defined on the Booking).
ii) To be considered to impact the holiday, the restrictions must be prevalent within 24 hours of the scheduled holiday arrival date
iii) In the event of an Epidemic impacting your holiday, as defined above you will be offered the chance to amend your holiday to a later date or you may request, in writing, to receive a refund of monies paid. If the new holiday is of a higher value than the original holiday, you will need to pay the difference in cost between the two holidays. If the new holiday is of a lower value than the original holiday, you will receive a refund for the difference in cost between the two holidays. If you elect to receive a refund under the above Epidemic clause, you will be refunded the full value paid, excluding any non-refundable extras.
iv) In the event that you are self-isolating within 24 hours of the holiday’s scheduled holiday arrival date or are suffering from the Epidemic’s virus at the time, the following remedies will be offered as follows - if restrictions on movement and overnight stays are in place as defined above, the remedies outlined above will apply. Alternatively, if no restrictions on movement and overnight stays are in place as set out above, we will work with you to move your Booking to another mutually convenient time. If the new holiday is of a higher value than the original holiday, you will need to pay the difference in cost between the two holidays. If the new holiday is of a lower value than the original holiday, you will receive a refund for the difference in cost between the two holidays. No cash alternative will be given.
The Agent reserves the right to amend the price quoted due to errors or omissions. In such circumstances the Agent will contact the Applicant. If the Applicant does not wish to pay the increase the Applicant shall be entitled to cancel the reservation and receive a full refund for all monies paid in respect of the reservation providing notice of cancellation is given in accordance with the provisions of cancellation set out in these Terms & Conditions and within 7 days from the Applicant receiving notice of the amendment to the price to be charged from the Agent.
You, as the Applicant, may request a change to your Booking. This must be done in writing to us and any such changes are at the discretion of us, as Agent and the Property Owner. We reserve the right to charge an administration fee of £40 for any such changes you make. If your requested changes to your Booking changes the total price of your Accommodation, we will notify you of the amended price in writing and if you do not wish to accept this amended price, the Booking will remain as originally made.
If you wish to cancel your Booking before the start date for your Accommodation, please refer to the section under Cancellations in these terms and conditions.
7. Damages and Refundable Security Deposit
A refundable security deposit is required to be paid by you in respect of your Property. This is to cover any possible damage to the Property, damage or loss of contents, damage or loss of keys, excessive or incorrect use of facilities by you or your holiday group during your stay. The amount of the refundable security deposit will be notified to you at the time of your Booking. This amount must be paid to us 30 days before the start of your Accommodation. If the refundable security deposit is not received 30 days before the start of your stay, we reserve the right to cancel your Booking and terminate this contract.
We and/or the Owner reserve the right to invoice you in order to recover reasonable costs if the refundable security deposit is insufficient to repair or replace any damaged caused to the Property or its contents during your stay. We or the Owners or our representatives will assess the Property after your stay and will provide you with a refund of the security deposit or inform you of the amount to be retained or inform you of the amount to be further charged. This process will be completed within 14 days of your departure from the Accommodation.
In the event that the Applicant or anyone staying at the Property during the Applicant's reservation period causes damage or incurs a need for professional cleaning services or leaves the Property without settling invoices for additional services or supplies received during the Applicant's reservation period the guest will be notified in writing of the details of any extra costs incurred within 10 working days after the end of the reservation period and this amount shall be deducted from the Damage Deposit, if one has been taken, or payment will be required by the Applicant.
8. Authority to Sign / Miscellaneous
The Applicant acknowledges that he/she/they are authorised to complete the Booking Form on behalf of all persons who will occupy the Property throughout the duration of the reservation and that those persons are aware of the terms of these conditions.
Whilst the Owners and Agents make every effort to ensure the accuracy of the Property descriptions, descriptions are inevitably subjective and are for guidance only. If there are points of particular importance please contact the Agent to clarify the information prior to Booking. The Agent and the Owner reserve the right to alter, substitute or withdraw any service, facility or amenity.
The supervision of children, babies and adults requiring care remains the responsibility of the Applicant at all times. The Owner and Agent shall not be liable to third parties for loss or damage to persons’ Property howsoever arising during their stay. We advise that the Applicant ensures that they are covered by adequate holiday and travel insurance with cancellation cover for each member of the party.
The Property will provide bed linen and towels for each guest, based on the configuration provided at the time of Booking and at the latest updated 7 days before the day of arrival. The bed linen and towels are counted into and out of the Property by the housekeeping team. If there is a discrepancy, then any missing or heavily soiled, stained or bleached items will be charged for.
The Agent, Owners and housekeeping teams reserve the right to dispose of any Guests’ personal belongings after the departure day of the Guests without further reference to the Guests.
10. Restricted Mobility Applicants
Where the access to, layout or other physical feature of a property may be reasonably foreseen to cause individuals with restricted mobility difficulties, the Agent has endeavoured to ensure that the information provided in respect of the Property to the Applicant has made this clear. Applicants are required to inform the Agent in writing on submission of the Booking of the requirements of any third party due to be residing at the Property during the Applicant's period of reservation with regard to any restricted mobility issues that may exist.
Please note that neither the Owner or Agent accept any responsibility for the provision of equipment, or any form of care required by any person due to any form of disability or restricted mobility regardless of the cause.
11. The Reservation
The reservation confers upon the Applicant the right to occupy the Property for a holiday within the meaning of Section 9 of the Rent Act 1977.
12. Non-Availability of Property
If for any reason beyond the control of either the Agent or the Owner the Property is not available on the date booked or the Property is unfit for purpose, neither the Agent nor the Owner can accept any responsibility or pay any form of compensation where the circumstances causing the non-availability of the Property amount to "force majeure".
Circumstances that will be deemed to amount to "force majeure" include destruction or damage to the Property, as a result of fire; flood; explosion; storm or other weather damage; break-in or other criminal damage or any other occurrence beyond the reasonable control of either the Agent or the Owner.
All monies paid in advance by the Applicant will be refunded in full, but the Applicant shall have no further claim against either the Agent or the Owner.
13. Financial Liability
This section sets out the entire financial liability of the Agent and the Owner (including any liability for the acts or omissions of its employees, Agents, consultants and subcontractors) to the Applicant in respect of any breach of this agreement; any use made by the Applicant or any third party residing or making use of the Property during the Applicant's period of reservation and any representation, statement or tortious act or omission (including negligence) arising under or in connection with this agreement.
All warranties, conditions and other terms implied by statute or common law are, to the fullest extent permitted by law, excluded from this agreement. Nothing in this agreement limits or excludes the liability of the Agent or Owner for death or personal injury resulting from negligence or for any damage or liability incurred by the Applicant as a result of fraud or fraudulent misrepresentation by the Agent or Owner.
Neither the Agent or Owner shall be liable for loss of profits, loss of business, loss of anticipated savings, loss of personal Property or possessions, loss of use of the Property or any special, indirect, consequential or pure economic loss, costs, damages, charges or expenses in respect of the reservation.
The Agent and / or the Owner's total liability in contract, tort (including negligence or breach of statutory duty), misrepresentation, restitution or otherwise arising in connection with the performance or contemplated performance of the conditions of this agreement shall be limited to the monies paid in respect of the Applicant's reservation under the conditions of this Agreement.
We nor the Owners have any responsibility or liability to the Applicant or any third-party making use of the Property during the period of your stay for loss of or damage to any of your items, belongings or vehicles howsoever caused.
Any Bookings made with external companies for activities, catering, pampering etc are entered into in a separate agreement and are not the responsibility of Christchurch Bay Coastal Escapes or its subsidiaries. It is the responsibility of all external organisations to make sure that all information is current and correct.
14. Legal Rights
As a consumer, you have legal rights in relation to you Accommodation not offered to you with reasonable skill and care, or if the materials we use are faulty or not as described. Your local Citizens’ Advice Bureau of the Trading Standards office can provide advice on your legal rights. Nothing in these terms and conditions will affect these legal rights.
Every effort is made by the Agent, the Owner and our representatives to ensure that you have an enjoyable and memorable holiday experience. If however, you have any cause for complaint it is important that remedial action is taken as soon as possible. It is essential that you contact the Agent and housekeeping contact if any problem arises, so that it can be speedily resolved.
It is often extremely difficult (and sometimes impossible) to resolve difficulties properly unless we are promptly notified. Discussion of any criticisms with us whilst you are in residence at the Property will usually enable any shortcomings to be rectified straightaway. In particular, complaints of a transient nature (for example, regarding preparation or heating of the Property) cannot possibly be investigated unless registered whilst you are in residence.
Any complaints regarding the house or facilities must be reported within 24 hours of taking occupation or when issues arise with the Agent and Housekeeping contact, so that they may be investigated and resolved as and where possible during your stay.
If you have any questions or if you have any complaints, please contact Us. You can contact Us by emailing our team at email@example.com
16. Other Important Terms
We will provide you with details on how to access the Property and other sensitive information about the Property, you agree to keep such sensitive information confidential and will not print, copy or discuss the contents of the Property guide with any person not included in the Booking party.
We may transfer Our rights and obligations under these Terms to another individual, but this will not affect your rights or Our obligations under these Terms.
This contract is between you and Us. However, You acknowledge that the Owner may enforce any and all of the terms of this agreement against you.
Except as otherwise outlined in this agreement, no other person shall have any rights to enforce any of its terms. No-one other than such individuals as are listed in the Booking may enjoy the Accommodation.
Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
If we fail to insist that you perform any of your obligations under these Terms, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that We have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.
These Terms are governed by English law. In the event of any dispute between You, the Agent and the Owner, it shall be referred to the jurisdiction of the English Courts only and any action shall be heard in the Court for the area in which the Property is situated. Any contract shall be governed by English Law and interpretation.
In the event of discrepancy between these conditions and any other document, these conditions shall prevail.
Property Specific Restrictions
18. For Properties that are stated as being dog friendly
Dogs are only permitted to stay at Properties which are stated as dog friendly on our promotional material.
For our dog friendly Properties and where you wish to bring your dog with you on holiday, you are required to add your dog(s) to the Booking form at the time of Booking. You must also confirm that you will comply with these specific terms and conditions relating to your dog(s).
You will be a charged a small additional fee to cover additional cleaning for your dog’s stay.
Your dog must be fully house trained, clean, up to date with flea prevention treatment and well behaved.
Under no circumstances is your dog to be left unattended at the Property for both the wellbeing of your dog and to protect the Property.
Your dog is not allowed on any furniture, including sofas or other such seating.
Your dog is not permitted in any of the bedrooms and is not allowed on the beds or bedding.
You must not wash or shower your dog in the bath or shower at the Property
Dogs must be kept under close control in any of the Property outside spaces and must be kept on a lead when entering or leaving the Property.
You must clean up after your dog and place any dog mess in sealed poo bags and not loose in the bins.
Neither of us as Agent or the Owner of the Property can accept responsibility for your dog’s safety at the Property.
We nor the Owners of the Properties provide any dog bedding, dog bowls, or dog towels, so please ensure you come well equipped to cater for your dog’s requirements.
19. For Properties that are stated as including property spa equipment
The Applicant agrees that the use of any spa equipment, such as sauna, jacuzzi or steam room is at the Applicant's (or any third party residing in the Property during the period of the Applicant's reservation) own risk in all respects. The Applicant agrees to observe the "Regulations and Conditions Governing the Use of Spa and Ancillary Equipment" which form part of these Conditions as set out in the Property specific guidance at the Property and to ensure that any third party residing in the Property during the period of the Applicant's reservation also abides by the same.