Natural Retreats Terms and Conditions
Bookings are made and accepted only on the following Terms and Conditions:
Bookings cannot be accepted from persons under 21 years of age. Natural Retreats reserves the right to refuse bookings including groups.
In these Terms and Conditions the following words and expressions have the following meanings:
a) "Guest" means any person you invite or allow into the Property;
b) "Owner" means the person or persons who own a Property;
c) "Property" means a residential property which you book with Natural Retreats as holiday accommodation for an agreed temporary period; and
d) "you" means the person who books or applies to book a Property with Natural Retreats.
4. Seasonal Booking Restrictions
Natural Retreats reserves the right to impose seasonal booking restrictions such as minimum night stays during peak seasons.
Natural Retreats accepts up to 2 dogs in a limited number of specific residences. It is your responsibility to ensure that a "Pet friendly" residence is requested if dogs are to be included at the time of booking. Availability may be affected accordingly. Pets must be kept on a lead at all times whilst on site and you must ensure that dog mess is cleared away.
7. Property Allocation
Whilst every effort will be made to respect requests for particular residences, Natural Retreats reserves the right to reallocate residences as and when necessary.
8. Late Payment
Natural Retreats reserves the right to re-let any holiday where any monies due are more than 14 days in arrears, whereupon any monies paid by the you over and above 25% of the total reservation value will be refunded. However, if Natural Retreats are unable to re-let the holiday you will remain liable for the outstanding balance of the cost of the holiday.
In the unlikely event that we have to change or cancel your reservation we reserve the right to do so. However you have the right to:
• Accept the changed arrangements as notified
• Make alternative arrangements with Natural Retreats
• Cancel your reservation and receive a full refund of any monies paid to Natural Retreats in respect of your reservation.
We shall have no further liability to you for any changes to or the cancellation of your booking including those arising from Force Majeure.
10. Booking Cancellation
Should a cancellation occur more than 8 weeks before arrival date, any payment received will be refunded less the deposit of 25% of the total cost of the booking. Should a cancellation occur more than 6 weeks but less than 8 weeks before arrival date, any payment received will be refunded less 50% of the total cost of the booking. Should a cancellation occur more than 4 weeks but less than 6 weeks before arrival date, any payment received will be refunded less 75% of the total cost of the booking. Should a cancellation occur less than 4 weeks before arrival date there shall be no refund.
11. Booking Amendment
If you require a booking to be altered once the booking has been confirmed you will be charged an amendment fee of £25.00 for bookings to locations within the UK and €30.00 for bookings to locations within Ireland. A booking can be altered, subject to availability, up to 8 weeks prior to departure after which you are bound by point 12. Booking Cancellation.
12. Holiday Price Includes
The price of your holiday includes the use of the use of your accommodation for the maximum number of Guests we indicate and any other amenities or services described.
13. Holiday Price Excludes
The price of your holiday does not include activities for example cycle hire, beauty treatments, restaurant meals and horse riding. Additional charges and different bookings arrangements apply.
14. Your Obligations
a) You must:
i. keep the Property and all furniture, fittings and contents in the same state of repair and condition as at the start of the holiday;
ii. not do, or permit any Guest to do, anything that is likely to make any insurance policy on the Property void or voidable or to increase the premium;
iii. not do or permit your Guests to do anything that could reasonably be considered to cause nuisance or annoyance to the Owner or the occupier or any neighbouring properties; and
iv. report all damage, breakages or equipment failure in the Property or its’ contents to Natural Retreats as soon as is reasonably practicable.
15. Damage to the Property
a) If you report to Natural Retreats any damage to the Property, or any damage to or breakages or failure of the contents of the Property, Natural Retreats will use its reasonable endeavours to repair the damage as soon as is practicable. However, there is no guarantee that the repairs will be affected during the holiday period.
b) Should any damage to the Property or any of its contents be caused by a Guest then you shall be liable for the cost of repair or, where repair is not reasonably practicable, replacement of the damaged item. Natural Retreats will notify you of the cost of replacement or repair within 14 days of you reporting the damage. Any replacement or repair shall be to the original standard.
d) If any damage to the Property or its contents which is caused by a Guest results in the cancellation of a future booking by another customer then you will be responsible for the losses Natural Retreats suffers as a result, including its loss of profit. Natural Retreats will take all reasonably practicable steps to minimise its losses in these circumstances.
16. Property Description
b) Where changes made by the Owner to the Property materially alter the nature of a booking, Natural Retreats will contact you in writing informing you of the nature of the changes. If any such changes will or are likely to have a material adverse effect on your use of the Property, you may cancel your booking by giving written notice to Natural Retreats within 7 days of receiving notice of the change. If you cancel a booking in these circumstances, Natural Retreats will refund to you all sums you have paid in advance in respect of the booking but will not have any further liability to you in relation to the changes.
c) Where facilities such as internet access are offered, this is an indication that such services are available however no guarantees are made over the speed and quality of the service.
d) By placing a booking with Natural Retreats, you confirm that they have read the full Property description and any notifications held within it.
17. Property Security
Your personal belongings are your responsibility during your holiday with us. Vehicles parked at our locations are subject to very limited security cover. Vehicles should be locked and all valuables removed. We accept no liability for any accident, loss or damage to your property unless such loss, damage or accident is due to our negligence or that of those for whom we are legally responsible. We will offer reasonable help to assist you in tracing lost items.
Please take extra care during your holiday when using the pools as they may have open drops from the pool edge. Please ensure that children are supervised at all times. Your use, and your children’s use, of the pools is your responsibility and is at your own risk. You acknowledge that we will not be held liable for any accident or injury incurred whist using the pools except and to the extent that it is caused by our negligence.
19. On-site Behaviour
You are responsible for the behaviour of all members of your party/group whilst staying at a Natural Retreats location. Behaviour should not be excessive, noisy or disruptive, especially at night. Offensive or illegal behaviour will not be tolerated and may result in the police being involved. Aggressive or offensive behaviour towards our staff is not acceptable and we may ask you or any member of your party/group to leave immediately. No refunds or compensation will be given in these circumstances and we reserve the right not to accept any future bookings from you or any member of your party/group.
20. Driving On-Site
At all times please give way to pedestrians and cyclists, keep to the left and within the 10 mph speed limit. Please use great care when driving on site as sleepers, boulders, logs and posts are placed to avoid damage to roadsides and unauthorized parking. No liability is accepted for any damage caused by these markers unless due to our negligence. All vehicles should be parked in specified areas. We will not be liable for any damage caused to your vehicle if it is not parked in a specified area and it obstructs an emergency services vehicle.
21. Maximum Number of Guests
The maximum number of Guests in each residence (as shown on our marketing materials and website) must not be exceeded. If it is, we may move those additional persons to another residence and will charge you or them the appropriate full charge for the additional residence from the date your party arrived for the holiday. In addition, your right to occupy the Property may be forfeited without compensation if more people or pets than specified at the time of booking attempt to take up occupation, or if any activity is undertaken which may cause unreasonable damage, noise or disturbance.
22. Information About Your Party
We reserve the right to obtain the name, age, address and gender of each member of your party before confirming your booking or at any time. You (the booker) must be a member of your party unless we agree otherwise. Failure to provide us with full details of the make up of your party prior to your arrival, if requested by Natural Retreats, may result in access to your retreat being delayed or denied.
All prices quoted include VAT where applicable at current rates. We have the right to increase or decrease prices in line with any change in VAT or any other dues or fees levied on your holiday.
24. Child Protection
It is Natural Retreats policy to investigate any incident or allegation of concern, or assist any proper enquiries about a child in our care or staying at one of our locations and to refer the matter to an appropriate external organization should we consider it appropriate.
Please note that smoking is not permitted in any residences or buildings at any of the Natural Retreats locations in the UK and Ireland.
Please note that it is your responsibility that you and all members of your party have comprehensive travel insurance cover and that it is adequate for your needs. Your policy of insurance should provide cover for personal injury, death, medical and repatriation costs in the countries which you intend to visit, together with cover for loss of baggage and valuables, personal liability, delay, cancellation, curtailment, missed departure and legal expenses. If you suffer from a disability or medical condition you should disclose this to insurers. For those who participate in sports and activities whilst on holiday that have been organised and arranged independently of us, it should be understood that participation is at the individual’s own risk and it is your responsibility to obtain the relevant insurance. Note that special insurance may be required if you intend to undertake any other dangerous or sports activities. Please keep your insurance details with you whilst on holiday.
Your residence will be available from 16h00. In order to help minimise our carbon footprint and to reduce traffic volumes we recommend that no more than 2 cars per residence are brought to each location.
You must vacate your residence by 10h00 at the latest on your date of departure. Please return your key/key card to reception or place them in your residence key box.
In the event that you have cause for complaint whilst on holiday you must immediately bring it to the attention of Natural Retreats local representative/Retreat Manager (or if none available to the Natural Retreats central reservations office), obtaining written confirmation from them of the complaint so that the company shall have the opportunity to correct the matter during the holiday. If you fail to do so it deprives Natural Retreats of the opportunity to investigate the complaint and to do their best to rectify it. If Natural Retreats are unable to resolve matters whilst you are on holiday and you remain dissatisfied then they must write to Natural Retreats within 28 days of their return with full details of the complaint. Natural Retreats will do their best to investigate and reply to you within 28 days of receipt of the letter. Please quote the booking reference on all correspondence. If you fail to follow this simple complaints procedure, their right to claim any compensation may be affected or even lost as a result.
30. Wireless Facilities
Wireless internet access, where available, is not guaranteed and is provided subject to third party terms and conditions which are available when accessing the system. The facility is not subject to any particular security/filtering measures and requires continuous parental supervision when used by children. We reserve the right to disclose your details to our internet service provider if we discover that you or a member or your party illegally downloaded content from the internet or otherwise engaged in unlawful activity whilst using this facility.
31. Special Requirements and Disabilities
Natural Retreats welcomes guests with restricted mobility, disability, medical or particular care requirements. We aim to ensure that our services are as accessible as reasonably possible so it is important that we are made fully aware of any needs, requirements and conditions prior to any booking being concluded. Please call our Reservations & Concierge Team on +44 (0)844 384 3166 or +353 190 369 85 who will be happy to discuss with you availability, suitability and any necessary adjustments.
32. Owner Access
Natural Retreats shall be allowed access to the Property at any reasonable time during any holiday occupancy.
You may not resell, advertise, use or give your holiday or any promotional discount or offer to do so (for profit or otherwise) or use it in connection with a promotion, competition, business and charity or any other similar venture without our written permission in advance.
36. Guest Occupation
This agreement is made on the basis that the property ("the Property") is to be occupied by the holidaymakers for a holiday as mentioned in the Housing Act 1988 Schedule 1 paragraph 9 and you acknowledge that the tenancy granted by this agreement is not an assured tenancy and that no statutory periodic tenancy will arise when it ends.
37. These Terms and Conditions of booking will apply to all confirmed bookings.
38. These Terms and Conditions of booking supersede all previous editions.
39. Whilst every care has been taken to replicate the Terms and Conditions of Booking, due to the nature of electronic transmission no responsibility can be accepted by Natural Retreats for any loss or inconvenience incurred by errors in the transfer of information into electronic format.
40. All electronic data remains the property of Natural Retreats and may not be replicated in part or whole without prior permission. No electronic data will be preserved indefinitely, only the hard copy of any correspondence as in normal circumstances.
41. Data protection
All the information we collect and hold about you and members of your party/group will be stored in computer and other filing systems. We collect and keep information about you and members of your party to enable us to administer our services to you, to conduct market research and provide you with information about our products and services and those of carefully selected third parties. If you do not wish to be contacted by us or such third parties please write to our Reservations & Concierge Team at our office address — Natural Retreats, Whitecroft House, 51 Water Lane, Wilmslow, SK9 5BQ.
42. Your principal agreement is with Natural Retreats UK Limited, 7232597 or Natural Retreats Ireland Limited, 469300 whose registered office address is Whitecroft House, 51 Water Lane, Wilmslow, SK9 5BQ. Our agreement with you binds you (the person named on the confirmation), and all members of your party/group, including children and any day visitors. You must ensure all members of your party/group are aware of the Terms and Conditions.
43. This agreement and any dispute between us will be governed by and construed in accordance with the laws of England, Wales and Ireland. You agree to submit to the exclusive jurisdiction of the Courts of England, Wales and Ireland over any matter arising out of our agreement of your holiday. You may choose to submit to the law and jurisdiction of Scotland or Northern if you are resident there. We must both act reasonably in selecting or agreeing any jurisdiction including any forum for dispute resolution.
44. Hotel Amenities and Facilities
Where Natural Retreats operate Residences within hotel grounds, Natural Retreats cannot and will not be held responsible for the operating hours of the hotel facilities and amenities should the hotels choose to change from the expected schedules. Guests staying with Natural Retreats will need to check with the Hotels directly for the most up to date information. Natural Retreats are able to advise at the time of booking the most current information however guests are recommended to re-check with the respective hotels. Cancelation due to the operating hours of the hotel facilities and amenities will be as per Natural Retreats standard booking conditions.
Location services, features and facilities may vary between locations. Details of location services, features and facilities will be prominently displayed in the reception area of each Retreat and in the Guest Manuals. Features, facilities or services referred to in any promotional literature or on the Website (e.g. bike hire, pony trekking and boat hire) are subject to availability and may be supplied by third parties. Natural Retreats shall have no responsibility for loss, damage or injury in relation to any services, features or facilities provided or supplied by third parties, except for injury or death which is caused by the negligence of Natural Retreats .
46. Natural Retreats' Liability
a) Natural Retreats is responsible to you for loss or damage you suffer that is a foreseeable result of our breaking the Contract or failing to use reasonable care and skill in providing its services to you. Natural Retreats is not responsible to you for any loss or damage that is not foreseeable, Loss or damage is foreseeable if either it is obvious that it will happen or at the time the Contract was made, both you and Natural Retreats knew that it might happen.
b) Natural Retreats shall be responsible for any personal injury or death which is caused by its negligence and nothing in these terms and conditions shall exclude or limit that responsibility. However, Natural Retreats will not be responsible for personal injury or death which is not caused by its negligence.
c) Natural Retreats makes the Property available to you for leisure purposes and not for any commercial or business purpose. It will therefore not be liable to you for any loss of profit, loss of business, business interruption or loss of business opportunity.
49. Holiday prices vary dependent on season, location and duration and are subject to availability.
58. Cleared payment is required prior to the dispatch of orders. Payment is taken automatically at the time of purchase.
59. We reserve the right to change the Terms and Conditions at any time.
60. No change given.
DESCRIPTION OF WI-FI SYSTEM/SERVICE AVAILABILITY
Natural Retreats will provide access to the Wi-Fi system at locations that have been equipped with wireless access points. Wi-Fi may not be available in all areas of the Natural Retreats, may not always be operational or can at times run slowly due to the rural natural of the locations Natural Retreats operates in. The Wi-Fi system at Natural Retreats is provided free of charge as a value added service. Usage may be subject to participation in a short online survey.