Booking Terms and Conditions

Bookings are made and accepted only on the following conditions: (“the Website”) is a website owned and operated by Packward Properties Limited.

1. Contract and Booking

  1. In all circumstances, the Contract of Letting is between the guest ("the Guest") and Packward Properties Limited (“the Company”).
  2. This agreement is made on the basis that the property ("the Property") is to be occupied by the Guest for a holiday as mentioned in the Housing Act 1988 Schedule 1 paragraph 9 and the Guest acknowledges that the tenancy granted by this agreement is not an assured tenancy and that no statutory periodic tenancy will arise when it ends.
  3. Bookings cannot be accepted from persons under 18 years of age.
  4. Guests must provide valid names and contact details.
  5. No bookings are valid until confirmed by the Company in writing.

2. Deposit

  1. A deposit of 1/5th of the cost of the holiday ("Deposit") must accompany the booking request. If for any reason the booking is declined by the Company, the deposit will be returned. If the booking is accepted by the Company, the deposit is non-refundable and treated as a payment on the full balance of the rental.

3. Balance Payment

  1. Once a booking is confirmed by the Company, the Guest is responsible for the full balance of the cost of the holiday. This shall be paid in full 4 weeks before the booking is due to commence. If the booking is made within 4 weeks of the date when the booking is due to commence, full payment will be due immediately.
  2. The Company reserves the right to re-let any holiday where any monies due are more than 14 days in arrears. In this instance the booking is treated as a cancellation, if the Company is unable to re-let the holiday for the period on the same terms, any monies already received by the Company can be retained.

Method of payment

  1. Payments can be paid by BACS transfer or cheque. In the case of web bookings, these can be paid online through a 3rd party secure payment system on the Website.

The Company’s responsibilities

  1. The Company is solely responsible for providing the accommodation and for the safety of the Guest and/or his/her invitees (jointly known as "the Holidaymakers").
  2. The use of amenities such as hot tubs, log burners, games etc is entirely at the Holidaymakers risk and no responsibility can be accepted for injury, or loss or damage to belongings. Specific guidelines and rules can be found in the welcome pack at the Property or on request.
  3. The Company provides stair gates, baby gates and fireguards on request.
  4. The Company will not be liable to the Holidaymakers for happenings outside its reasonable control, such as breakdown of domestic appliances, plumbing, wiring, temporary invasion of pests, building works at adjacent properties, damage resulting from exceptional weather conditions or other unforeseeable circumstance.

Holidaymakers’ responsibilities and forfeiture

  1. The Holidaymakers shall keep the Property and all furniture, fixtures, fittings and effects in, on or at the Property in the same state of repair as at the commencement of the holiday and shall leave the Property in the same state of cleanliness and general order in which it was found.
  2. The Holidaymaker must report any damage or breakages made during their holiday occupancy to the Company as soon as possible. The reasonable costs of miscellaneous repairs to and/or replacement of and/or additional cleaning of furnishings, kitchen equipment, crockery, glass, keys, bedding and towels damaged or soiled otherwise than by usual wear and tear during the period by you or other members of your party shall be payable on demand to the Company who may also, at their discretion, refuse further bookings.
  3. The Holidaymakers’ right to occupy the Property may be forfeited without compensation if:
    • More people or pets than declared to the Company at the time of booking or before the commencement of the holiday and/or the number the Property holds, attempt to take up occupation;
    • Overnight visitors are entertained without the Company’s express permission;
    • Any activity is undertaken which is illegal, or may cause unreasonable damage, noise, behaviour or disturbance; or
    • Any of the Holidaymakers smoke in the Property.
  4. Check in is from 15.30 and check out is by 10.30. In certain situations, early check in or late check out may be available at the discretion of the Company. The Company reserves the right to charge an extra day’s rental for an unreasonably late check out which affects the availability of the Property for the next Guest.
  5. The Company reserves the right to make a reasonable charge where Holidaymakers have contravened a request for the Property to be smoke-free.

Unavailability of Property

  1. In the event of the Property becoming unavailable (such as due to fire or flooding), the Company will endeavour to provide the Guest with suitable alternative accommodation or will refund all monies paid, or a proportion in the case of curtailment. The Company cannot, however, pay any compensation or expenses as a consequence of such an event.


  1. Any request to cancel must be put in writing to the Company. The day the Company receives the notice to cancel, is the date on which we will cancel your booking.
  2. In the event of cancellations more than 14 days before the booking is due to commence, the Guest will be refunded all monies paid, less the deposit which will be retained by the Company.
  3. In the event of cancellations less than 14 days before the booking is due to commence, the Company will endeavour to re-let the Property on the same terms, and if successful the Guest will be refunded all monies paid, less the deposit which will be retained by the Company. If the re-let is unsuccessful, the monies paid will not be refunded, or partially refunded at the discretion of the Company.
  4. In the event of the Guest leaving before the end of the booked period, the Guest will not be entitled to a refund.

Alterations to Bookings

  1. A Guest requiring a booking to be altered once the booking has been confirmed will be charged £20.00 if a revised confirmation is required.


  1. Pets are permitted at the Property but must be declared upon booking. The number of pets is limited to two well behaved dogs. More pets may be welcome upon application to the Company, if successful, the Company reserves the right to an extra cleaning charge of £20.00 per dog.
  2. Pets other than dogs may be accepted at the Property but must be declared at the time of booking. Failure to do so could result in you being asked to leave without compensation.
  3. Young pets (e.g. puppies) MUST be declared to the Company at the time of booking and authorised by the Company. If a puppy or young pet is taken to a Property without the consent of the Company this could result the Guest being asked to leave without compensation.
  4. The Company asks Holidaymakers bringing pets to observe the following (failure to do so may result in you being asked to leave without compensation):
    • Pets must be under strict control at all times while in or at the Property;
    • Any fouling must be cleared up without delay;
    • The Holidaymaker must bring the pet's bed or basket for sleeping in;
    • Dogs MUST NOT be left alone in or at the Property or elsewhere at any time;
    • Pets MUST NOT lie on beds or furnishings, and hair must be well cleared up before departing;
    • Holidaymakers must ensure that their pets are free from parasites and fleas before they occupy the Property. Failure to do so will incur subsequent charges;
    • Any damage (which must be reported to the Company immediately) or excessive cleaning that may incur an additional charge, will be at the Company's discretion.
  5. Holidaymakers with allergies should be aware that although the Property is thoroughly cleaned between lets and regularly ‘deep cleaned’, we cannot guarantee that properties will be completely free from pet hair. We cannot accept responsibility for any suffering which may occur as a result of such animals having been present.

Company’s access to Property

  1. The Company or their representative, shall be allowed access to the Property at any reasonable time during any holiday occupancy.

Complaints procedure

  1. In the event of there being cause for complaint concerning a Property, the matter shall be taken up with the Company at once. It is important that this is done whilst you are still at the Property so that an on-the-spot investigation can be made if necessary and remedial action taken if required.
  2. In no circumstances will compensation be considered for complaints raised after the holiday has ended, when the Holidaymakers have denied the Company the opportunity of investigating the complaint and endeavouring to remedy matters during the holiday. Please use the contact details shown on the Website.


  1. We make every effort to ensure that the Property details supplied are accurately reproduced. The Guest accepts that minor differences between text/photographs/illustrations in the brochure and on the Website and the actual Property may arise.  The Company cannot accept responsibility should the Property not conform to the Guest’s standards. If a facility is particularly important to you, please check with us prior to your booking.

Communication with you and data

  1. The Company will process your data in accordance with its Privacy Policy which can be found here and which also details your rights and how to contact us in relation to any data protection queries. At all times your data will be held securely and protected in line with obligations under UK data protection legislation. Any personal data processed by the Company will not be shared with any third party.


  1. Any dispute, claim or other matter which may arise in relation to your booking will be governed by English law and you agree that any dispute will be dealt with exclusively by the courts of England and Wales.