Terms & Conditions

Terms and Conditions 

Definitions: In these booking terms and conditions ‘Agent’, ‘We’, ‘Our’ or ‘Us’ refers to Holiday Let My Property. ‘Owner’ refers to the owner/landlord of the holiday home. ‘Property’ and ‘Accommodation’ means the holiday home. ‘Booking’ means the rental period that has been booked. ‘You’ and ‘your’ and ‘guest’ or ‘guests’ means all people staying at the property even where each guest is not named on the booking contract.

Holiday Let My Property act on behalf of the Owner/s of the Accommodation as an Agent for the purposes of marketing and online financial Booking transactions only. Any contract made for a booking is made between the persons making the booking, including all members of the group, and the Property Owner.

1. Pricing
Holiday let my property has the right to change the pricing by increasing or decreasing the rate at any time to keep within a fluctuating market. We will confirm the price of your booking when you make it. All prices are for the property and are not on a per person basis. We can charge a booking fee for the services we provide in administering your booking. In the event of cancellation, for any reason, this fee is non-refundable.

2. Payments
A. Deposits and/or full payments and cancellation policies vary with properties, owners and third party websites/booking platforms. If payments are not made on time, we will notify you and this will constitute a breach of contract. We will allow up to 5 working days to remedy the breach. If any payment is still not received, we have the right to cancel the booking and retain the booking deposit paid as compensation for the damages and any other costs incurring in connection with the contract. Once a booking has been placed you have a 24 hour period in which you are able to change your dates subject to availability at the same property or cancel your booking and be refunded the full amount paid.
B. Refundable Booking/Security Deposit: In most cases an Owner may require a refundable security/booking/damages deposit which will be paid to secure your booking and also act as a damages deposit should any extra cleaning be required or to cover costs, any damages, missing items or compensation that might need to be paid to surrounding neighbours during your stay. Full details are provided in your booking contract prior to deposit payment. Subject to the property being returned in the same conditions as it was found, your security deposit will be returned within 7 working days after departure.
C. Booking Fee: A fixed fee is charged and is non-refundable in the event of cancellation.
D. Cancellation: Cancellations must be immediately notified to us by email. Cancellation policies vary per property or booking website/agent and are dependant on the website the property was originally booked on. Please refer to the website originally booked on. If you cancel anytime between the time of booking and up to 42 days before the check-in date, you will receive a full refund of the costs you have paid.  Refund payment for cancelled booking will be released back to you within seven days of the original departure date. Cancellations made up to 42 days prior to, or on the day of check-in will not be eligible for refund. No refunds will be given if cancelled anytime within 42 days of arrival.

3. Cancellation Protection: We strongly recommend you consider protecting your booking against cancellation through 3rd party travel or holiday insurance

4. VAT: Booking contracts are between the Guests and Owners, who may not be VAT registered. Therefore we, as an Agent, are unable to provide a VAT invoice for the rental paid.

5. No refunds will be given for early departure. Depending on the reason for cancellation, you may be entitled to claim from any cancellation policy or holiday home insurance you have. We strongly recommend that you take out Cancellation Insurance.

6. Your Property
A. Arrival & Departure times: The Accommodation will be available at the time detailed on the property listing on the website you originally booked on or that provided by us. Arrival times are after 3pm and Departure time is by 10am, arrival and departure times are agreed in good faith and special arrangements can be made if requested, subject to availability.You will be charged a fixed price if you arrive and/or depart late from the property without written permission.
B. Access to Accommodation: We, or the Owner, or their representative, is allowed to access the Accommodation at any reasonable time during occupancy given early prior notification. The Accommodation and its use are subject to the conditions and regulations of the respective local laws and the booking contract terms and conditions.
C. Pets: Pets are not allowed unless confirmed on your booking or via the booking website that you have originally booked on. You must not leave any pets unattended in the property, including in the garden, and you must keep dogs on a lead within the boundaries of a property (including the garden). We, or the Owner, cannot guarantee that a pet has not been in a Property even if the Property does not allow pets. All dog waste in or around the Property grounds must be responsibly disposed of. If extra cleaning is required due to pets at the property this will be charged at the extra cleaning rate of £20ph.
D. Special Requirements: We, or the Owner, cannot accept responsibility for special requirements, unless specified during Booking and confirmation is given by us. If you, or member of your party, suffers from allergic reactions please take note that although certain Accommodations are advertised as NOT allowing pets, we cannot guarantee that pets have never been in that Accommodation and cannot be held liable in such circumstances.
E. Electricity/Gas/Oil: These are excluded from the rental fee agreed and charged at a fixed rate of £20 per night (unless expressed otherwise), different websites, booking agents may vary.
F. Parking: In general, most Accommodation will have private or public parking available. However, Accommodation located in the centre of towns or in narrow and restricted streets, may be subject to chargeable parking.

7. Responsibilities of the Guest

A. The Accommodation and its use are subject to the booking contract, terms and conditions and regulations of the respective national and local laws and government rules and guidance.
B. You undertake to keep the Accommodation and all furniture, fixtures and fittings in the same state of repair and condition as at the start of the booking and to leave the Accommodation clean and tidy upon departure.
C. All persons using the Accommodation at any time must not exceed the maximum number as stated on the Booking form or on the website. You must adhere to any Government restrictions or guidelines relating to Corona Virus. You must follow government restrictions and/or guidelines regarding any additional visitors to the Property during your stay.

D. There is no smoking allowed inside any Property booked on our or any partners website/s. An additional extra cleaning fee will be charged to remove the smell of smoke and/or mess caused by smoking, details of which can be found in your booking contract.
E. You, or any member of your party, are not to cause an annoyance, become a nuisance to occupants of adjoining premises during their tenancy, act illegally or antisocially or conduct yourselves in such a way that any damage is likely to be caused.
F. The rental of the Accommodation is for holiday purposes only and no work or business is to be conducted from the Property unless agreed with us prior to booking. You are not able to hold any events, such as meetings or parties at the Property without prior permission from either the Owner or us.
G. In the event of breach of these responsibilities you may be required to leave the Property during the period of the Booking without compensation or refund. We, or the Owner, 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, or the Owner, would not be under any obligation to find any alternative accommodation for you.

8. Damage to Accommodation:  You will be responsible for all damage or breakages caused by you and/or any members of your party (whichever applies) to the property or its contents (including the cost of any work needed to put this right). We, on behalf of the Owner, reserve the right to deduct costs in part or in full from any held refundable security deposit any costs for rectifying any damages caused by the deliberate, negligent or reckless act to the Property or structure. Should this damage come to light after you have departed, we reserve the right to send an invoice for the amount to the registered address or deduct costs from any held refundable security deposit. We, or the Owner will, however, make every effort to rectify any damage internally prior to contracting specialists to make the repairs, and therefore will make every effort to keep any costs incurring to you at a minimum. If you discover that anything is missing or damaged on arrival please notify the Owner or their representative immediately.

9. Changing a Booking:  If you wish to make a change to the arrival or departure date after the Booking confirmation has been issued, this is only possible subject to availability and payment of an administration fee of £30.00. A changed booking can only be for the same property with same number of nights and same cost. If the requested dates are at a higher cost then you will be required to pay the difference. If the request change is for a lessor number of nights the original booking value and administration fee of £30 will still be due. You will not be able to select alternative Accommodation as this would be regarded as a Cancellation.. Confirmation in writing and the administration fee must be received by us before a revised Booking confirmation can be issued.

10. Alternative Accommodation: Occasionally, it may be necessary to make a material change to the Accommodation Booking arrangements for reasons such as withdrawal of a property from our portfolio or for any other problem with the Property. The Owner has the right to do so. In this event, we, on behalf of the Owner, will contact you by phone or if reasonably possible in the case of a significant change or cancellation by email as soon as is reasonably practical. We will explain what has happened and let you know about the cancellation or change. In the event of the Property being unavailable we will endeavour to offer an Accommodation of a comparable standard and price. Should the only alternative property be of a higher price, we reserve the right to charge the difference. You will have the right to decline the alternative Accommodation for whatever reason (e.g. price, unsuitability etc.) in which case we will refund the full amount paid, but no other compensation would be payable.

11. Events beyond our control: Unless otherwise stated in these booking conditions, we, or the Owner will not be legally responsible either jointly or individually for any compensation if we or they are prevented from carrying out our responsibilities under this contract as a result of events beyond our control. This means an event that we or the Owner could not, even with all due care, expect or avoid, including:
A.    Labour disputes or strike;
B.    Acts of terrorism, war, riot or civil commotion;
C.    Breakdown of appliances, equipment or machinery;
D.    Loss of public utilities such as water, electricity and gas.
E.    Insolvency or bankruptcy of the Owner;
F.    Malicious damage or vandalism;
G.    Keeping to any law or governmental order, rule, regulation or direction;
H.    Accident;
I.     Weather, including fire, flood, snow or storm;
J.     Other circumstances affecting the supply of services.
K.    Noise or disturbance from beyond the boundaries of the Property.
L.     Natural disaster or virus.

12. Our legal responsibilities to you: We act only as Agents for the Owner and cannot accept any legal responsibility for any act or neglect on the part of the Owner or of anyone representing or employed by them. We cannot accept any liability for any problems or faults with or in any property. Any liability of the Agent and any associated partners of the Agent for any damage, expense or loss of any nature whatsoever, suffered by any person from any cause, and are excluded as far as permitted by the law. Any contract entered into will be between you, the guest, and the Owner. If you have any complaints about our services, as opposed to the Owner or Property, you must let us know immediately in writing and in any event within 14 days of the end of any arrangements booked through us. Unfortunately, we cannot accept any legal responsibility if you do not let us know. We will not pay more than the commission we have earned for the booking if we are found to be at fault for any service we provide. We do not exclude or limit what we will be legally responsible for if death or personal injury is caused as a result of our negligence or that of our employees, or for any criminal act we may commit.

13. Complaints Procedure: Apart from a complaint about our services as detailed in 16, in the event of any problem arising about a property or service provided as part of your booking on the agreed arrival date or during the holiday, you should immediately bring this to the attention of the Owner as the contract of accommodation is between you and the Owner. Most issues or problems can be sorted quickly by the Owner, or their representative, however they must be made aware of the issue promptly as it would be very difficult for the Owner to sort any problem otherwise. The Owner, or their representative, should be allowed reasonable time to sort any problem. Times may vary dependant on the problem, for example missing items can be sorted quicker than having to call out a phone engineer.

Cleaning: The cleaning of the property to a clean and safe standard is carried out by the owner or contracted to a local cleaning company. The property is cleaned and fresh linen supplied before guests arrive. If there is any issue with the cleanliness of the property, or linen, the owner or housekeeper/representative should be notified on the day of arrival so that the issue can be resolved and not left until the end of the visit.

If you cannot contact the Owner, or their housekeeper/representative shown as the point of contact on your final confirmation information (email), contact Holiday Let My Property within office hours or leave a message out of these times.

If after this you feel your complaint has not been dealt with to your satisfaction you must write to us at Holiday Let My Property, 202 Sandbanks Road, Poole, Dorset, BH14 8HA, or send us an email to info@holidayletmyproperty.com within 7 days of the end of your booking. All letters will be copied to the Owner for their comments and response. We can only act as a mediator in these situations to try to facilitate an outcome satisfactory to both parties.

Please help us and the Owner help you by sorting any complaint as quickly as possible by following this procedure. If you fail to do so, this may affect your entitlement to claim compensation if this would be appropriate. If we are involved in any complaint we do so as Agent only and cannot accept any legal responsibility.

14. Final provisions:  All disputes, claims or other matter arising out of or in connection with your Booking will be governed by UK Law.