Booking Terms and Conditions

Luxury Coastal Ltd Booking Terms and Conditions

UPDATED 09.03.2022
Luxury Coastal Ltd Booking Terms and Conditions

1. The Parties

The Agent: means Luxury Coastal Limited, incorporated and registered in England and Wales with the company number 11730020 whose registered office is at 9 Mulberry Court, Lustleigh Close, Exeter, EX2 8PW.   Our VAT number is 313 3078 38
The Owner: means the owner of the Property (or their designated representative)
The Tenant: means the person booking a holiday in accordance with these Conditions.

2. Agreed Terms

The definitions and rules of interpretation in this Clause 2 apply to these Conditions.
Promotion Material: means all paper and electronic media produced by the Agent to market the Property. It does not include any material produced by third parties.
Commencement Date: means the date of the commencement of the holiday as confirmed by the Agent.
Departure Date: means the date of the end of the Holiday as confirmed by the Agent.
Deposit: means the deposit amount requested by the Agent.
Holiday: means the period from the check in time on the Commencement Date until the check out time on the Departure Date unless otherwise stated in the Promotion Material or agreed by the Agent.
Holiday Rental: means the total fee payable for the holiday inclusive of the Deposit, but exclusive of any security deposit and any other property specific extras.
Notice in Writing: Means notice by post or e-mail to the offices of the Agent or to the last address given by the Owner to the Agent for the purpose of correspondence.
The Property: means the Owner’s property as described in the Promotion Material.

3.  Nature of the Agreement

3.1 The Agent acts as booking agent for the Owners of the Properties shown in the Promotion Material. The Tenant, by booking the Property through the Agent, enters into a Contract with the Owner of that Property subject to these Conditions. For the avoidance of doubt, the Agent is not the principal.
3.2 A Licence under these conditions is granted by the Owner to the Tenant for the purposes of holiday accommodation, as defined in schedule 1, paragraph 9 of the Housing Act 1988 and is not intended to create a relationship of Landlord and Tenant between the parties. The Tenant shall not be entitled to a tenancy, or to an assured shorthold or assured tenancy, or to any statutory protection under the Housing Act 1988 or to any other statutory security of tenure now or when the Holiday ends. If the Tenant or any member of the Tenant’s party fails to vacate the Property after the Holiday the Owner shall be entitled, apart from other remedies, to charge the Tenant a fee proportionate to the Holiday for the continued period of occupation.

4.  Accessibility

Due to the unique nature of many of the properties advertised in the Promotion Material the Agent is unable to guarantee that they are suitable for disabled access. The Tenant is therefore advised that all properties which are suitable for disabled access will be advertised as such in the Promotion Material and an access statement can be supplied on request. If the Tenant is in any doubt as to the suitability of the Property they are strongly recommended to contact the Agent at the earliest possible opportunity.

5.  Pets

5.1 No pets are permitted in the Property except where:
(a) the Property description allows a particular type of pet at the Property; or
(b) an assistance dog is required by a Tenant or a member of the Tenant’s party, and this has been communicated to the Agent at the time of booking or immediately thereafter if such booking was made online. In such circumstances, the assistance dog’s identification book must be presented to the Agent upon request.
5.2 Under no circumstances may the number of such pets exceed that which has been permitted by the Agent or Property.
5.3 A fee (specified at the time of booking) per pet will be payable in respect of each week or part week occupation.
5.4 Pets are not allowed on the furniture or in any bedrooms within the Property. Further restrictions may apply, please contact the Agent to discuss.
5.5 Pets must:
(a) not be left alone at the Property at any time;
(b) be house trained;
(c) be at least 6 months old; and
(d) not be allowed on to soft furnishings such but not limited to beds and sofas
5.6 The Tenant is responsible for cleaning up after their pet and removing as much pet hair as possible from the Property on the Departure Date. If in the reasonable opinion of the Agent the Property requires additional cleaning following a pet’s stay (including but not limited to removal of pet hairs and carpet cleaning), this will be charged to the Tenant.
5.7 Tenants are advised that even where the Property does not accept pets, it cannot be guaranteed that the Property has not had animals in it in the past.

6.  Right to Occupy, Party Size and Late Arrival

6.1 The Owner permits the Tenant and the Tenant’s party (but no more than the number of people stated in the Promotion Material) to occupy the Property for a Holiday, payment for which is required in advance, together with the use of furnishings, kitchen equipment, crockery, glass, etc. Bed linen and towels (but not beach towels) will be supplied in the Property, unless otherwise stated.
6.2 The Tenant must certify when completing or confirming the booking that they are over 18 years of age. The Tenant must be a member of the occupying party and be authorised to agree to these Conditions on behalf of all party members. The Tenant agrees to take responsibility for all members of the party (including any additional invitees to the Property) including any payments, default or change in personal circumstances.
6.3 The Tenant’s right to occupy the Property may be forfeited without compensation or an additional charge made should the Tenant allow more guests to occupy the Property than stated on the booking form or should any additional overnight guests be entertained without the Owner’s express permission.
6.4 The use of the Property for the purposes of a hen/stag party is not permitted unless otherwise agreed by the Owner or the Agent.
6.5 The Property is available for occupation no earlier than the check in time on the day of arrival and must be vacated by check out time. at the latest on the day of departure. These times differ on a property basis, the time will be detailed on the Tenant’s confirmation documents.
6.6 If the Tenant arrives outside office hours the Agent will make every effort to ensure that the keys are available provided that notice of late arrival is given. The Agent accepts no liability if the Tenant cannot gain access to the Property if no notice is provided. The Agent strongly suggests that the Tenant arrives during office hours whenever possible or notifies the Agent of a late arrival with sufficient notice.
6.7 The Agent or Owner reserves the right to terminate this Contract without prior notice should the Tenant be in breach of any requirement as stated in this clauses 6.2 – 6.4.  No refund will be due in such an event.

7. Booking and Payments

7.1 A booking is only accepted by the Agent by the supply of all required booking details via website, email or telephone.
7.2 All bookings must be accompanied by the Deposit and fee for extras (where applicable) or, if the booking is made less than 56 days before the Commencement Date, the total Holiday Rental together with the fees for extras (where applicable). The Agent will then confirm the booking in writing, whereupon (if the total fees have not already been paid) the Tenant is liable for the total Holiday Rental, which must be paid at least 56 days before the Commencement Date without further demand. If the full balance of the Holiday Rental sum is not received by the Agent 56 days prior to the Commencement Date, the Deposit will be forfeited and the Property will be re-let.
7.3 Bookings taken under a payment plan scheme require a Deposit upon confirmation of the booking. Subsequent payments will be automatically debited in accordance with the date specified in the agreed plan. If any payments fail, the Agent will contact the Tenant to collect this from an alternative card, any payments that remain outstanding more than 7 days after the specified date will cause the booking to be cancelled and all amounts paid to date will not be returned to the Tenant. The final payment must be received on the date set out in the payment plan. Upon cancellation of a booking, the Agent will collect an amount up to the total of our standard deposit.
7.4 If the Tenant varies the terms of booking after the Deposit has been paid and the booking confirmed in writing, the Agent reserves the right to make a reasonable additional charge of £30 in respect of any added administrative work required as a result of the variation. Any variation is subject to approval be either the Agent or the Owner.

8. Cancellation of Booking   

8.1 When a Deposit has been paid and the booking confirmed in writing the Tenant is liable for the balance of the Holiday Rental for the period booked. All payments including the Deposit, any extras and subsequent Holiday Rental payments are non-refundable.
8.2 Cancellation terms are detailed in clause 17.

9. Property Description   

9.1 The Agent works closely with the Owner to ensure that all properties within the Promotion Material are fairly and accurately described. Occasionally an Owner will make changes to the set-up of their property after publication of the Agent’s Promotion Material for which the Agent cannot be held responsible. Where these changes materially alter the nature of a booking the Agent will contact the Tenant in writing informing the Tenant of the nature of the changes.
9.2 Where facilities such as internet access or electric vehicle charging are offered, this is an indication that such services are available however no guarantees are made over the speed and quality of the service, and no compensation will be offered in the event of non performance.
9.3 By placing a booking with the Agent, the Tenant confirms that they have read the full property description and any notifications held within.
9.4 Where Hot Tubs are offered, they will be cleaned prior to your arrival and may take up to 24 hours to reach optimum temperature.

10. Tenant’s Obligations     

10.1 The Tenant must:
10.1.1 allow the Owner or the Agent or its authorised representatives to enter the Property to inspect the state of it and to carry out any necessary works of maintenance or repair, at all reasonable times upon 24 hours prior notice or in the event of emergency at any time without notice, causing as little inconvenience to the Tenant as is reasonably practicable and making good any damage caused to the Property and to the Tenant’s property;
10.1.2 keep the Property and all furniture, fittings and contents in the same state of repair and condition as at the commencement of the holiday. All damage, breakages or equipment failure in the Property or to its contents must be reported to the Agents as soon as is reasonably practicable. The Agent will make 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. Should any damage to the Property be caused by any act or omission of the Tenant then the Tenant shall be liable for the cost of replacement or repair of any such item. The Tenant agrees to notify the Agent of any such damage as soon as is reasonably practicable and the Agent shall notify the Tenant of the cost of any such replacement or repair within 14 days of the damage being reported. Any repair or replacement shall be to the original standard. Should any damage caused by an act or omission of the Tenant result in a cancellation of a future booking of another tenant then the Tenant shall be held liable for all consequential losses;
10.1.3 not do anything that may reasonably be considered to cause a nuisance or annoyance to the Owner or to any other occupier of adjoining properties;
10.1.4 not to do or permit any acts that would make any insurance policy on the Property void or voidable or increase the premium;
10.1.5 be responsible for placing any rubbish in the correct bags and location for collection as per the individual property’s waste collection instructions. The Agent reserves the right to pass on any charges resulting from incorrect disposal of rubbish;
10.2 Unless expressly agreed or advertised electrical vehicle charging is not permitted.
10.3 Not smoke inside the property, or any area around the property where a ‘no smoking’ sign is displayed. Smoking is strictly prohibited in all of the properties listed on this website.
10.4 Declare any special requirements to a member of the Agent’s team before the booking is placed. It is the Tenant’s responsibility to make the Agent aware of any allergies, mobility issues or other considerations that may require consideration at the time of booking.
10.5 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 or discuss the contents of the digital property guide with any person not included in the booking party.
10.6 The Owner or the Owner’s nominated representative reserves the right to repossess the Property in the event that any of the requirements as stated in clauses 10.1 to 10.3 inclusive or clause 14 are breached. The Owner further reserves the right to repossess the Property if excessive damage is caused by the Tenant or by a member of the Tenant’s party. In such an event no refund will be offer to the Tenant.
10.7 In the event that there is a dispute between the Parties and the Tenant is found at fault then the Tenant shall be responsible for meeting the Owner’s and Agent’s reasonable costs (and if applicable legal fees).

11. Good Housekeeping Bonds  

   11.1 Certain properties marketed by the Agent require that a good housekeeping bond (also referred to as a security / damage deposit) is paid in respect of the contents and general condition of the Property. Should this deposit be required the monies shall be held by the Agent until such a time (usually 7 days after completion of the Holiday) as the Agent or Owner has inspected the Property. The balance will then be returned to the Tenant (less any deductions). A copy of the Agent’s security deposit policy document shall be made available at the Agent’ s registered office or supplied to the Tenant upon written request.

12.  Holiday Insurance

12.1 Once a Tenant has made a booking then he becomes liable to the Owner for the Deposit and balance of the Holiday Rental as more fully described in clauses 7 and 8 of this agreement. The Tenant is strongly recommended to secure holiday insurance, which may be procured (subject to availability), through the Agency, or secured through the broker of the Tenant’s choice.

13. Damage to the Property

13.1 The Tenant shall be liable for the full cost of any damage which the Tenant or a member of its party, or its additional guests or invitees cause to the Property in connection with a booking (being before, during or after a Holiday).
13.2 In the event the Tenant or a member of its party, or its guests or invitees cause any damage to the Property, the Tenant acknowledges and agrees that the Agent may deduct the cost of rectifying such damage from the Tenant’s good housekeeping bond or may debit the Tenant’s credit or debit card up to the value of the damage caused. A copy of the Agent’s damages policy document shall be made available by the Agent upon written request.

14. Behaviour

14.1 The Tenant, and its guests and invitees, agree:
To keep the Property clean and tidy
To leave the Property in a similar condition to how the Tenant found it
To behave in a way, at all times while at the Property, which does not break any law
Not to use the Property for any illegal or commercial purpose
Not to sublet the Property or any part thereof or otherwise allow anyone to stay in it who the Agent has not previously accepted on behalf of the Owner as a member of the Tenant’s party
Not to behave in an anti-social manner, breach the peace or otherwise act in a way which may disrupt of affect the enjoyment of others
To enable the Owner to access the Property, if required during the Holiday.

15. Complaints      

15.1 If the Tenant has a complaint in respect of the Property then this must be reported to the Owner’s designated property manager (or the Agent if the property manager is unavailable or unable to resolve within 24 hours of the issue arising, to ensure sufficient time is allowed to investigate and/or take the necessary remedial action. No compensation will be offered to a Tenant by the Agent or Owner should the Tenant deny the Owner or Agent the opportunity to rectify the issue during the Holiday. If the issue is not resolved to the Tenant’s satisfaction during their stay, they must contact the Agent within 7 days of their departure date.
15.2 The Agent will act on a goodwill basis as arbiters between the Tenant and the Owner to resolve any dispute but cannot be held liable if one or both parties are dissatisfied with the outcome.
15.3 Neither the Owner nor the Agent accepts responsibility for work taking place outside the boundary of a Property, or for noise or nuisance resulting from third party activity over which the Owner or the Agent has no control.

16. Property Unavailable Before Holiday Period      

  In the event that the Property becomes unavailable for reasons beyond the control of the Agent, the Agent will make every effort to find a suitable alternative property for the Holiday Period, but otherwise the Holiday Rental and any other sums paid by the Tenant will be refunded. The Tenant will have no further claim against the Owner or the Agent.

17. Cancellation Terms

17.1 We may have to cancel a Booking before the start date for the Accommodation, due to an Event Outside Our Control or the unavailability of key personnel or key materials without which We cannot provide the Accommodation. We will promptly contact you if this happens.
17.2 If We have to cancel a Booking under clause 17.1 and you have made any payment in advance for Accommodation that have not been provided to you, We will refund these amounts to you.
17.3 If, for any reason, we are unable to offer the Property to you for the duration of the Accommodation then we shall use reasonable endeavours to find suitable alternative accommodation for you.
17.4 If, under clause 17.3, we are unable to find suitable alternative accommodation then we may cancel the Booking and shall refund any fees paid to us in accordance with the Booking.
17.5 We may cancel the contract for Accommodation at any time with immediate effect by giving you written notice if:
17.5.1 you do not pay Us when you are supposed to. This does not affect Our right to charge you interest at the rate of 8% per year; or
17.5.2 you break the contract in any other material way.
17.6 We strongly advise that you have appropriate holiday cancellation cover in place at the time of booking.
17.7 Cancellations must be made in writing to us by emailing [email protected]. We will confirm your cancellation in writing to you.
17.8 If you cancel a booking more than 8 weeks before arrival the deposit made at the time of placing the booking will not be refunded to you. Any additional deposit or accommodation related payment will be refunded to you.
17.9 If you cancel a booking for accommodation less than 8 weeks prior to the start date of the holiday you will not be entitled to a refund and we furthermore reserve the right to invoice you for an amount up to 100% of the cost of the holiday if the balance has not been paid
17.10 Cancellations may incur an administration charge of £60 (including VAT)

18. Events Outside Our Control

18.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of Our obligations under these Terms that is caused by an Event Outside Our Control.
18.2 An Event Outside Our Control means any act or event beyond Our reasonable control, including without limitation, actions or omissions of the Owner (including, but not limited to, cancellation or failure to provide access to the Property) strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, pandemic, epidemic or other natural disaster, or failure of public or private telecommunications networks, power networks or water supplies, local building works or roadworks, transport interruptions, delays or cancellations.
18.3.1 We will contact you as soon as reasonably possible to notify you; and
18.3.2 If the Event Outside Our Control which takes place is a Pandemic, the provisions detailed in 18.3 – 18.4 will not apply, and instead its treatment is defined in 18.5.
18.3.3 Our obligations under these Terms will be suspended and the time for performance of Our obligations will be extended for the duration of the Event Outside Our Control. Where the Event Outside Our Control affects Our performance of Accommodation to you, We will restart the Accommodation as soon as reasonably possible after the Event Outside Our Control is over.
18.4 You may cancel the contract if an Event Outside Our Control takes place and you no longer wish Us to provide the Accommodation. Please see your cancellation rights under clause 17. We will only cancel the contract if the Event Outside Our Control continues for longer than 1 week in accordance with Our cancellation rights in clause 17.
18.5 In the event that the Event Outside our Control is a Pandemic:
18.5.1 In the event of a Pandemic impacting the locations where We offer accommodation, Our Pandemics Policy, as defined in terms 10.8.1 – 10.8.6.3 will supersede any conflicting terms in this agreement.
18.5.2 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).
18.5.3 To be considered to impact the holiday, the restrictions as defined in 10.8.2 must be prevalent within 24 hours of the scheduled holiday arrival date.
18.5.4.1 In the event of an Pandemic impacting your holiday, as defined in 10.8.2 – 10.8.3 You will be offered the chance to amend your holiday to a later date or You may request, by mail or email, to receive a refund of monies paid.
18.5.4.2 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.
18.5.4.3 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
18.5.5 If You elect to receive a refund under 10.8.4.1, you will be refunded the full value paid, excluding any non-refundable extras.
18.5.6.1 In the event that You are legally required to self isolate at the commencement of your holiday’s scheduled arrival date, by UK law, the following remedies will be offered:
18.5.6.2 If restrictions on movement and overnight stays are in place as defined in 10.8.2 – 10.8.3, the remedies outlined in 10.8.4 – 10.8.5 apply.
18.5.6.3 If no restrictions on movement and overnight stays are in place as defined in 10.8.2 – 10.8.3, You will be issued a credit note for the value of your original stay. No Cash alternative will be given
18.5.6.4 No remedy will be offered where self isolation is being observed but isn’t mandated in law. Guests are advised to seek comprehensive travel insurance to cover such a scenario

19. Early Termination      

This Agreement may be cancelled before the end of the Holiday by the Agent giving the Tenant notice only in the event that the Tenant is in material breach of the terms of these Conditions, or by reason of fire or some other catastrophic event of a type covered in an insurance policy. In the case of cancellation other than by reason of the Tenant’s default the Agent shall return to the Tenant the appropriate proportion of the Holiday Rental attributable to the unexpired portion of the Holiday.

20. Liability   

20.1 Neither the Owner nor the Agent shall be liable for any death or personal injury occasioned to the Tenant or member of the Tenant’s party, or its additional invitees or guests, unless such death r personal injury is a direct result of an act of negligence or breach of statutory duty by the Owner or by the Agent or any of their employees (providing they were at the time acting in the course of their employment).
20.2 The Tenant must take all necessary steps to safeguard personal property. No liability is accepted by the Owner or by the Agent in respect of damage to, or loss of, such personal property except where the damage or loss is caused by any act of negligence or breach of statutory duty by the Owner or by the Agent or that of any of their employees (providing they were at any time acting in the course of their employment). The Agent acts only as an Agent for the Owner, as such the Agent cannot accept any liability for any act of negligence or breach of statutory duty by the Owner or anyone representing, or employed by, the Owner.
20.3 The Agent reserves the right to charge a call-out fee of £25.00 per hour either in the event that the Tenant wishes the Agent to attend the property outside of normal working hours or that the keys to the Property have been mislaid and the Tenant requires access. This hourly charge does not include the replacement of any lost keys.
20.4 Except in respect of death or personal injury, if the Owner or the Agent is found liable to the Tenant on any basis, the maximum liability of the Owner or the Agent to the Tenant is the amount of the Holiday Rental. Neither the Owner nor the Agent shall be liable to the Tenant by reason of any representation (unless fraudulent), or any implied warranty, condition or other term, or any duty at common law, or under the expressed terms of contract, for any loss of profit or any indirect, special or consequential loss, damage, costs, expenses or other claims (whether caused by the negligence of the Owner or the Agent, their representatives or agents or otherwise) which arise out of or in connection with these.
20.5 Every effort is made to ensure all items of equipment described and supplied by the Owners are in good working order; however no guarantee is given or liability accepted if breakdowns occur before or during a holiday. Whilst the Agent and/or Owner will endeavour to organise repairs or replacements as quickly as possible, delays may occur, particularly during the main season.
20.6 Nothing in these Conditions affects liability for death or personal injury caused by the Owner’s or Agent’s negligence or for fraudulent misrepresentation, or statutory rights as a consumer.

21. Data Protection    

21.1 The Agent and the Owner will only use any personal information provided by the Tenant for the purposes of making available and managing the Property, or for informing the Tenant of the availability of similar services, unless the Tenant otherwise agrees.
21.2 The Tenant can correct any information or ask for information about him to be deleted, by giving written notice to the Agent, at the address, fax number or e-mail address shown in the Promotion Material or on the Agent’s website.

22. Third Party Rights     

22.1 A person who is not a party to this agreement shall not have any rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of this agreement, but this does not affect any right or remedy of a third party which exists, or is available, apart from that Act.
22.2 The rights of the parties to terminate, rescind or agree any variation, waiver or settlement under this agreement is not subject to the consent of any person that is not a party to this agreement

23. Applicable Law and Jurisdiction  

These Conditions shall be governed by and construed in accordance with English Law and the parties submit to the exclusive jurisdiction of the English Courts

24. Clause Headings     

Clause Headings are inserted for convenience and are to be ignored for the purposes of construction.

Thank you for taking the time to read through the Terms and Conditions.

Last updated 09.03.2022