Booking Terms


A. Contracts and Reservations

The Contract of Letting is between the guest (“the Guest”) and the Owner/Operator. term “Agency Group” refers to the Agency and any subsidiaries, direct or indirect holding companies, and subsidiaries of any such direct or indirect holding company from time to time. The guests acknowledge that the tenancy granted by this agreement is not an assured tenancy and that no statutory periodic tenancy will arise when it ends (as mentioned in the Housing Act 1988 Schedule 1 paragraph 9 or similar legislation in other jurisdictions), and that the tenancy granted by this agreement is not an assured tenancy. Persons under the age of 18 are not permitted to make reservations. Any dogs you intend to bring should be declared at the time of booking, and the Owner/Operator should examine and authorize them (where requested). No reservations are valid until the Agency confirms them in writing. Once a reservation is confirmed, any changes made to the reservation must be confirmed by the owner/operator. If you decide to cancel, go to section 8 for more information on the terms that will apply. While we are under no duty to do so, we may make minor changes to bookings in specific circumstances and with the Owner’s/Operator permission. We will charge £20 to make the adjustment in these cases.


B. Deposit

The security deposit of £300 applies to all bookings. This is refundable subject to damage fee’s if damage to the property is caused. The deposit is non-refundable unless if the cancellation policy is breached. In certain instances, the agency may return the security deposit to the guest if another booking replaces the cancelled reservation.


C. Insurance

Even if payment is completed in full, the Agency recommends taking out Holiday Insurance
(whether handled by the Agency or not) when making a booking.


D. Payment of the remaining balance

The Guest is responsible for the full balance of the holiday cost once the booking has been verified by the Agency. This must be paid upon confirmation of the booking being accepted.

If the Owner/Operator agrees for the guest to pay the cost of the stay in part instalments, the guest will be fully responsible for any remaining balance of the holiday cost, as well as the Deposit, and Booking Fee (if applicable). If the guest fails to make payment in line with the agreed terms with the owner/operator, the Operator will have the right to re-let the dates without offering a refund for any monies already paid. If the dates cannot be re-let the guest may be liable to pay the full balance.


E. The responsibilities of the owner

The Owner/Operator is exclusively responsible for providing lodging and ensuring the safety of all Guests and/or invitees (jointly known as “the guests”). Except to the extent that such personal injury or death is caused by the Agent’s negligence or willful default, the Agency accepts no responsibility for personal injury or death to any guests, or for loss of or consequential loss or damage to their property, or for other matters over which the Agency has no control.


F. Responsibilities and forfeiture of vacationers

• The guests must preserve the Property, including any furniture, fixtures, fittings, and effects in, on, or at the Property, in the same condition as when they arrived, and must leave the Property in the same state of cleanliness and general order as when they arrived. Any damage or breakages that occur during the guests’ stay must be reported and paid to the Owner/Operator. When guests violate an Owner’s request for their property to be smoke-free, the Agency and the Owner/Operator reserve the right to levy a fair fee. The right of the guest to occupy the Property may be revoked without notice if:

• Attempt to occupy the property with more people or pets than were stated to the Agency at the time of booking or before the start of the vacation and/or the number the Property holds will result in a breach of agreement at which point the Owner / Operator has the right to ask the guests to leave the property with immediate effect.

• Any action which is carried out that is illegal or that has the potential to create unreasonable damage, noise, behaviour, or disturbance will result in a breach of agreement and in some instances may result in the Owner/Operator asking the guest to leave the property. In severe instances the police may be contacted.

• Any guest that smoke on the property will be charged significant cleaning fees to eliminate odours and any mess caused by doing so.


G. Unavailability of Property

If the Property becomes unavailable (for example, due to a fire or floods), the Agency will make every effort to find suitable alternative lodging for the Guest or will reimburse all money paid, or a portion of them in the case of curtailment. However, as a result of such an event, the Agency is unable to pay any compensation or expenses.


H. Cancellations

In the event of cancellation, Guests may be entitled to a partial reimbursement, depending on how far in advance of the holiday start date notification of cancellation is sent to us. The following is how the refund is calculated:

• No refund if less than 30 days’ notice before check-in is given.
• 50% refund up to 30 days before check in.
• Full refund for cancellations up to 30 days before check-in. If booked fewer than 30 days before check-in, full refund for cancellations made within 24 hours of booking and at least 14 days before check-in.

If a refund is due, it will be processed within 10 business days after the cancellation.
In the event of a cancellation, the booking fee and any additional charges will be retained.


I. Pets

Dogs are only permitted at properties where this is clearly specified in the property description; additional dog limitations will be listed in the “Need to Know” section, which you should carefully read. There is an additional charge of £15 per dog/per night for any stay where dogs are permitted. The charges will be disclosed at the time of booking. If you bring a dog to a property where pets are prohibited, or if you bring more than the stated number/size of dog(s), the Owner/Operator (or their representative, which includes the Agency) has the right to refuse guests entry or stay in the property, and/or to ask guests to leave before the end of the holiday period. Even though the property description specifies that pets are not permitted, registered assistance dogs are permitted in all properties, provided that all guests adhere to the provisions of paragraph 10.7. Prior to making a Booking, you must advise us of any assistance dogs you intend to bring, along with proof of registration. Please be advised that if a guest has a dog allergy, the Owners/Operator (and we) cannot confirm that an assistance dog has not stayed at a particular Property. We, as well as the property Owner/Operator cannot be held liable for any suffering that may arise because of such animals being present on the premises. Young canines (e.g., pups) must be declared to the Agency and approved by the Owner/Operator at the time of booking. If you bring a young dog to a property without the owner’s permission, you may be ordered to leave without compensation. It is recommended that you check the acceptance of your pet while booking online by calling the Agency’s Reservations Department.

The following terms pertain to dogs:
• While on or at the Property, dogs must be always kept under strict control.
• Any fouling must be removed as soon as possible.
• The dog’s bed or basket for sleeping must be brought by the owner;
• At no time should a dog be left alone on the Property or anywhere else.
• Dogs must not be allowed to lie on beds or furniture, and hair must be swept up before leaving.
• Before entering the Property, dog owners must check that their canines are clear of parasites and fleas. Failure to do so may result in further charges.

Any damage caused by your and other guests’ dogs will be your responsibility. Any damage must be immediately notified to the Owner/Operator (or their representative). Any further cleaning that is required will be at the Owner’s/Operator discretion and may entail an additional charge. If you violate the requirements of this Section, the Owner/Operator (or their representative) or the Agency may notify you of your violation and terminate this Booking or order the guests to leave the Property before the end of the holiday period without compensation or pay an additional reasonable charge.

Other pets may be permitted at the Owner’s/Operator discretion. This must be approved prior to making a Booking and can be arranged by calling the Reservations department; if prior approval has not been given, the Owner/Operator has the right to refuse to allow guests to enter or stay in the Property or to ask guests to leave before the end of the holiday period. There may be additional fees and terms.


J. Access to the Property by the

Owner During any holiday stay, the Owner/Operator, or their representative, including the Agency, shall have access to the property at any reasonable time.


K. IPT and VAT

All prices include current rates of VAT and Insurance Premium Tax, where applicable.


L. Procedure for filing complaints

If there is cause for complaint about a Property, it must be taken up immediately with the Agency (or Owner’s caretaker) (their contact information is provided on the booking confirmation, and they understand that they are the first point of contact if there is cause for complaint), It’s critical that you do this while you’re still on the premises so that you may conduct an on-the-spot inquiry if necessary and take remedial action if appropriate.

Compensation will not be considered for complaints made after the holiday has ended, when the guests have denied the owner or the Agency the opportunity to investigate the complaint and attempt to resolve the issue during the vacation. When contacting the Agency, please use the Customer Service Department. An answer phone will be available during out-of office hours, and it will be monitored on a regular basis.


M. Literature

At the time of printing, we collated the material in our brochure and on our website as accurately as feasible. However, facilities may be changed or removed for reasons beyond the Agency’s control, in which case we will not be held liable.

We make every effort to guarantee that the property information provided by the owners is accurate. It is possible that errors will occur from time to time, so confirmation should be asked prior to making a reservation. Minor changes between the text/photographs/illustrations in the
brochure and on the Website and the real Property are acceptable to the Vacationers. We will not be held liable if the Property does not meet the Vacationer’s expectations. Please verify with us before to making a reservation if a particular facility is crucial to you.


N. Data and communication with you

As part of a booking, the Agency may introduce guests to third-party goods and/or services. Any contract for the supply of such products and/or services shall be between the supplier and the guests, and the Agency shall not be recognized as an agent for any such third parties. Please visit our Privacy Policy for more information on how we will handle your personal information. All electronic data transferred in accordance with these terms and conditions is the property of the Agency or its agents and may not be duplicated in whole or in part without the Agency’s prior written authorization. The Agency will not keep electronic data for an indefinite period.


O. Applicable Law

Any disagreement, claim, or other matter arising out of or in connection with your reservation shall be governed by English law, and you agree that any dispute will be resolved solely by the courts of England and Wales.

Yo’s House is a trading name for Owna Group Limited. Company no: 12699865

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