Terms and Conditions

The Agreement: The rental agreement is between the Guest and the Vista Retreats Ltd. Vista Retreats Ltd acts only as an Agent for the Owner. The contract is deemed to have been made once the Guest has paid a deposit and the Agent has dispatched a confirmation of booking, on behalf of the Owner. The person making the reservation must be over 18 years of age at the time of booking.

Booking: The Guest who makes the booking is deemed to have agreed to these Terms and Conditions will be responsible for all persons included in the booking and should ensure that they are all aware of these Terms & Conditions. The Owner or the Agent reserves the right to decline any booking or refuse to hand over a key to any person who has not complied with these Terms & Conditions.

Payment: For bookings made more than 6 weeks before arrival, a deposit (part payment) of 25% of the total cost of the holiday, is required. The balance is due 6 weeks before your arrival date. For bookings made less than 6 weeks before arrival, the total amount is payable at time of booking.

The Guest agrees to pay the balance of the payment SIX (6) weeks before the holiday is due to start. Email reminders are sent, but delivery cannot be guaranteed. Where a Guest fails to pay their balance by the due date the booking may be cancelled and the deposit retained.

Cleaning: The Guest is responsible for leaving the accommodation in good order and in a clean condition; otherwise a cleaning charge will be levied. Please note that the convention for UK Holiday cottages is that Guests are expected to leave the property in a similar state to which they find it (reasonable cleaning excepted). Please abide by this convention so we can continue to provide good value for Guests.

Number of People using Holiday Accommodation: The Owner permits the Guest and members of the Guest's party (but no one else) to occupy the property for holiday purposes only. The Guest must declare the correct number of additional Guests during booking and, if this changes, must inform the Agent before the rental commences any change. No more than the maximum number of persons stated on the website may occupy a property unless by prior written agreement with the Agent or Owner. Extra charges may be applicable if the number of Guests differs from the number on the booking.

Arrival/Departure: All properties (unless otherwise stated in the property details) are available for occupation from 4.00 pm on the day of arrival of the holiday and must be vacated by 10.00 am on the day of departure.

Cancellation or Changes by the Guest: Once the holiday is booked the Guest has entered into a legally binding contract. If the Guest cancels, for whatever reason (including medical and weather related) then no refund of the deposit will be due, and within 6 weeks of the holiday no refund of the full balance is due. Cancellations can be actioned if received in writing or through the 'My booking' page of our website. In the event that the property is re-let, for the cancelled period, the Agent may at their discretion refund the amount paid subject to an admin fee and any other costs. In the event the cancelled period is re-let for a lesser amount the lesser amount will be refunded.

It is recommended and expected that the Guest will have or will take out a holiday insurance policy (which includes cancellation insurance covering sickness and unavoidable reasons for cancellation) prior to their stay.

Pets: The Guest may only bring such pets as are booked in by the Guest at the time of booking. A charge will be made per pet. Not all properties accept pets; if property details on the website stipulate no pets then this is binding within these Terms & Conditions. Pets must be well-behaved and should not be left unattended in the property. They are not permitted in the bedrooms or on any furniture in the property. If damage or extra cleaning is caused by pets the Guest may be billed for that charge. 'No Pets' in a description may not guarantee that pets have never occupied the property. No garden is guaranteed as secure for dogs even if described as private or enclosed.

Guest Responsibility: The supervision of children, babies, dogs and any adults requiring care remains the responsibility of the Guest at all times.

Guests should put all furniture etc back to where it was at the beginning of the rental period.

Guests should not leave any items at the property and, if left, the Owner has the right to charge for the removal, return or disposal of those items.

Damage, Loss, Theft: Guests agree to inform Owners of any damage or loss however caused, excluding reasonable wear and tear incurred during occupation. Guests should not remove any item from the property. The Owner may ask for reasonable replacement costs. In the instance of damage the Agency reserves the right to reimburse the Owner automatically via the payment method provided at booking.

Nuisance: Guests should not cause nuisance or annoyance to occupants of any nearby property.

If, in the opinion of the Agent/Owner, any person is not suitable to continue their occupation of the property because of unreasonable behaviour, damage or nuisance to other parties, the contract may be treated by the Agent/Owner as discharged and the Agent/Owner may repossess the property immediately. The Guest will remain liable for the whole cost of rental and no refund shall be due.

Right of Entry: The agent/ owner is allowed to enter the property (without letting you know first if this is not practical or possible) if special circumstances or emergencies happen (for example if repairs need to be carried out) or if you break any of these booking conditions, the owner’s own terms and conditions or any other terms that apply to your booking and/or the property. The owner or its representative also is allowed to enter the property to inspect it (including but not limited to where you have complained about the property). If this happens, you will be given reasonable notice first.

Wildlife: Many of the properties are old, and in beautiful rural areas. They are part of their environment and cannot be sealed off from the surrounding countryside in the same way as modern properties in cities. We celebrate and embrace this, as they are beautiful places to stay, and encouraging wildlife is important and part of the enjoyment of the countryside for many Owners and Guests. Please therefore expect to meet some wildlife, including some spiders, the odd mouse, bird, fly, bat, bee, wasp, (ants - some of which fly) or other creature, which may make their way into a property unbeknownst to the Owner. Spiders in particular are not considered to be a pest and consume up to 2000 other insects per year. Please bear this in mind before booking and if this is likely to be a problem, it would be best not to book. If any of these creatures are encountered, please contact the Owner - but only if the creatures are particularly bothering you. Usually it’s a temporary issue and outside the owners control. In most cases, it is best simply to open a window or a door and let them out, as most wildlife is keen to be outside. As you will understand, Owners cannot be held responsible for wildlife coming into their properties. Owners reserve the right to take no action if they do not consider the existence of the wild life to be a serious threat to health.

Complaints Procedure: If a Guest has a complaint it should be submitted to Vista Retreats Customer Services department (who is responsible for the management and maintenance of the property) at the earliest opportunity. Vista Retreats Ltd will liaise with the owner in order to resolve the complaint as quickly as reasonably possible. No complaints can be accepted unless notified immediately and during the rental period as Owners should be given an opportunity to make good the reason for the complaint.

If a complaint cannot be resolved and Guest wishes to take the matter to Court this should be done at the Court nearest to the Owners address. Any assistance provided by Vista Retreats Ltd in resolving a complaint in relation to your booking is provided on a goodwill basis and as an Agent.

Property descriptions and all details both written and verbal are given in good faith and believed to be correct, but interpretation thereof can be subjective and as such their accuracy cannot be guaranteed. Property details may vary over time from photographs and descriptions on the websites.

Liability: The Agent/Owner cannot accept responsibility for any material loss, damage, additional expense or inconvenience directly or indirectly caused by or arising out of the property, its plumbing, gas, electrical services or exceptional weather.

No responsibility is accepted for loss or damage of property, (including pets), vehicles or vehicle contents belonging to the Guest or any member of the party during their occupancy.

The maximum liability accepted by the Agent/Owner will be the total cost of the holiday as paid by the Guest to the Agent. No other expenses such as travelling costs or alternative accommodation will be accepted.

Cancellation by Owners: The Agent/Owner reserves the right to refuse any booking and to cancel any bookings already made if the property is unavailable (eg through fire, flood, etc) for any reason whatsoever, subject to a full refund of all monies paid (but no further liability). Neither the Agent nor the Owner shall be under any other liability if such cancellation occurs. Note: in the unlikely event of a cancellation the Agent will make every possible effort to secure alternative accommodation if required.

No Smoking: Vista Retreats Ltd has a No Smoking policy within all properties.

Force Majeure: The Agent or Owner cannot accept responsibility or liability for any alterations, delay or cancellation or any other loss or damage caused by war, civil strife, terrorist action, industrial disputes, fire, sickness, bad weather, epidemics, acts of any government or public authority, or any other event outside our control.

Waiver: The failure of the Owner to enforce or exercise, at any time or for any period of time, any term of, or any right pursuant to this agreement does not constitute and shall not be construed as a waiver of such term or right.

Miscellaneous: The Guest agrees that the contract with the Vista Retreats is made at the Property Owner's premises and that any proceedings between the parties shall be conducted in the County Court nearest to the Owner.

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Vista Retreats Ltd is a company registered in England & Wales. Our company registration number is 14235905. These booking conditions supersede all previous issues.

Use of our websites and services are bound in accordance with these Guest terms and conditions and our privacy policy which outlines how we use and protect your data in delivery of these services.

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