WOODFIN TRAVEL LTD
BOOKING TERMS & CONDITIONS
Woodfin Travel Ltd
66 Lindisfarne Lane
Morpeth
Northumberland
NE61 2UL
Telephone: 07801 633924
1. ABOUT THESE TERMS
Woodfin Travel Ltd provides booking and management services for independently owned holiday accommodation.
Unless expressly stated otherwise, Woodfin Travel Ltd acts as the booking agent for the owner or operator of the accommodation. When you make a booking, the accommodation contract is between the lead guest and the relevant property owner or operator, with Woodfin Travel Ltd administering the reservation on their behalf.
By submitting a booking, whether online, by telephone, by email or by any other agreed method, you confirm that you have read and accepted these Booking Terms & Conditions.
The person making the reservation ("the Lead Guest") is responsible for the booking and for ensuring that everyone included within the booking is aware of and complies with these terms and any individual rules applying to the accommodation.
2. MAKING A BOOKING
The Lead Guest must be at least 18 years old and must have authority to make the reservation on behalf of everyone included in the booking.
The Lead Guest accepts responsibility for:
providing accurate booking information;
payment of all amounts due;
the behaviour of everyone staying at or visiting the accommodation; and
any loss or damage caused during the stay, subject to these terms.
A booking is only confirmed once the required deposit or full payment has been received and confirmation has been issued.
Individual properties may have their own occupancy restrictions, minimum-age requirements or other booking conditions. These will be made clear within the property information or booking confirmation where applicable.
3. OCCUPANCY
The accommodation may only be occupied by the number of people included within the confirmed booking and must not exceed the property's stated maximum occupancy.
Children aged two years and over must be included within the property's sleeping arrangements.
Sofa beds, additional beds or other optional sleeping arrangements may carry an additional charge depending upon the property.
The accommodation must not be sublet, transferred or used by anyone other than those included in the reservation without prior permission.
If the maximum occupancy is exceeded or unauthorised guests are found to be staying at the property, this may be treated as a serious breach of the booking conditions and the owner may require the party to leave without refund.
4. PRICES
Prices are quoted for the accommodation and dates selected and are based upon the number of guests declared at the time of booking.
Prices include VAT where applicable.
Any change to dates, guest numbers, optional extras or other elements of the reservation may result in a change to the total price.
Optional extras and property-specific charges will be identified during the booking process wherever applicable.
Any booking or administration fee shown at the time of booking forms part of the total booking charges and may be non-refundable in the event of cancellation.
5. DEPOSITS & BALANCE PAYMENTS
Unless different payment terms are displayed for the accommodation concerned, a deposit of 25% of the total accommodation price is required when the reservation is made.
The remaining balance must be paid by the date stated on the booking confirmation.
Bookings made within eight weeks of arrival will normally require payment in full at the time of booking.
If the balance is not received by the due date, we reserve the right to treat the reservation as cancelled. Cancellation charges may then apply.
Different properties or special offers may have alternative deposit and balance arrangements. Where this applies, the payment terms shown during booking and on your confirmation will take precedence.
6. PAYMENT METHODS
Payments may be accepted by debit or credit card, secure online payment facility, bank transfer or other payment methods made available by Woodfin Travel Ltd.
Card transactions are processed securely through our appointed payment providers. Woodfin Travel Ltd does not retain complete card details.
Where a payment is taken by telephone, card information will only be used for the purpose of processing the authorised transaction and will be handled in accordance with the requirements of our payment provider.
We do not accept payment by cheque unless specifically agreed in advance.
7. SECURITY & DAMAGE DEPOSITS
Certain accommodation may require a refundable security or damage deposit.
The amount and method of collection will be shown during the booking process or communicated before arrival.
Depending upon the property and payment provider, this may be collected as a payment or held temporarily against a payment card.
The security deposit may be used towards reasonable costs arising from:
damage to the accommodation, furniture, fixtures or equipment;
missing items;
excessive cleaning;
smoking or vaping inside a non-smoking property;
damage caused by pets;
unauthorised guests;
breaches of property rules; or
other losses directly attributable to the booking party.
Any remaining balance will be released or refunded after the accommodation has been checked following departure.
The Lead Guest remains responsible for losses exceeding the amount of any security deposit.
8. CHANGING A BOOKING
Requests to change booking dates or other significant elements of a reservation must be made as early as possible.
Changes are subject to availability and the agreement of the property owner.
Where a change is accepted, any difference in accommodation price will be payable and an administration charge may apply.
A change of dates is not guaranteed and, where a requested change cannot be accommodated, the original booking and cancellation conditions will continue to apply.
9. CANCELLATION BY THE GUEST
Cancellations must be notified to Woodfin Travel Ltd in writing.
Unless alternative cancellation terms were displayed when the booking was made, cancellation charges will be calculated according to the amount of notice received before the scheduled arrival date.
The following proportion of the accommodation price may be retained:
More than 8 weeks before arrival: deposit/administration charges as applicable
6–8 weeks before arrival: 50%
4–6 weeks before arrival: 60%
3–4 weeks before arrival: 80%
2–3 weeks before arrival: 90%
Within 2 weeks of arrival: 100%
Where possible, we may attempt to re-let the accommodation. Any refund arising from a successful re-letting will be considered after reasonable costs and administration charges have been deducted.
Refunds will normally be made to the original payment method.
We strongly recommend that guests obtain suitable travel insurance covering cancellation, illness and other circumstances which could prevent them from travelling.
10. CANCELLATION OR SIGNIFICANT CHANGE BY THE OWNER
Very occasionally circumstances may arise which mean the accommodation cannot be provided as booked.
Where this happens, the property owner and Woodfin Travel Ltd will make reasonable efforts to offer suitable alternative accommodation.
If a suitable alternative cannot be provided or accepted, monies paid in respect of the unavailable accommodation will be refunded.
Neither the property owner nor Woodfin Travel Ltd will normally be responsible for consequential losses or additional expenses beyond the amount paid for the affected accommodation, except where liability cannot legally be excluded or limited.
11. ARRIVAL & DEPARTURE
Arrival and departure times vary between properties.
Please check your booking confirmation and arrival information carefully. Guests are responsible for ensuring that they have the correct arrival instructions before travelling.
Early arrival or late departure is only permitted where specifically agreed.
12. WHAT IS INCLUDED
Unless the individual property description states otherwise, accommodation will normally include utilities such as electricity, water and heating together with the facilities identified in the property listing.
Bed linen and towels may be included depending upon the property.
Guests staying at accommodation with a hot tub are advised to bring additional towels unless hot-tub towels are specifically stated as being provided.
Welcome hampers, complimentary items or gifts provided by individual owners are discretionary and do not form part of the contractual accommodation provided.
13. LOOKING AFTER THE ACCOMMODATION
Guests are expected to treat the accommodation and its contents with reasonable care.
At departure, the property should be left in a reasonably clean and tidy condition and in substantially the same condition as it was on arrival, allowing for normal use.
Furniture, appliances, fixtures and equipment must only be used for their intended purpose.
Candles, naked flames and other unauthorised ignition sources must not be used inside the accommodation.
Portable heaters or other potentially hazardous electrical equipment should not be brought into or used at the property without permission.
Bicycles, fishing equipment and other bulky or dirty outdoor equipment must not be taken inside unless the property specifically provides storage for them.
14. BARBECUES & OUTDOOR AREAS
Barbecues must not be used on wooden decking, balconies or other areas where they could create a fire risk or cause damage.
Where barbecues are permitted, they must be positioned safely and raised from grass or other surfaces where necessary.
Guests will be responsible for damage caused through inappropriate or unsafe use of a barbecue.
15. DAMAGE, BREAKAGES & EXCESSIVE CLEANING
Please report accidental damage or breakages as soon as reasonably possible.
The Lead Guest may be charged the reasonable cost of repairing or replacing items damaged or lost during the stay where the loss or damage has been caused by the booking party.
Additional cleaning charges may also apply where accommodation is left in an unreasonable condition.
Smoking inside the property, serious pet-related cleaning, staining or other circumstances requiring specialist or deep cleaning may result in additional charges.
16. CHILDREN
Children must be appropriately supervised at all times.
Particular care must be taken around hot tubs, water, lakes, rivers, beaches, balconies, roads and other potentially hazardous areas.
Not every property is suitable for children. Guests travelling with children should check the individual property information before booking and contact us if they are unsure about suitability.
17. HOT TUBS
Where a hot tub is provided, guests must use it responsibly and follow all instructions provided at the property.
Hot tubs require regular testing and maintenance. Hot tubs at accommodation promoted through Woodfin Travel Ltd must be professionally maintained and the water quality checked in accordance with the property's operating procedures. Access may therefore be required during your stay for routine testing and maintenance.
Guests must not interfere with the hot tub controls, isolation switch, filtration system or maintenance equipment.
For everyone's safety:
children must always be supervised around the hot tub;
young children should not use a hot tub unless the operator's guidance specifically permits it;
glass must never be taken into or around the hot tub;
electrical appliances must be kept away from the water;
guests should enter and leave carefully as surrounding surfaces may become slippery;
the hot tub should not be used while under the influence of drugs or excessive alcohol;
guests should shower before using the hot tub;
fake tan, oils and lotions should be removed before entering wherever possible;
the hot tub cover should be replaced when the tub is not in use; and
faults or damage must be reported promptly.
Guests who are pregnant or who have a medical condition which could be affected by hot-tub use should seek appropriate medical advice before using the facility.
Guests must follow any additional hot-tub safety instructions displayed at the accommodation.
18. VISITORS
Only registered guests are entitled to stay overnight at the accommodation.
If you would like friends or family to visit during your stay, please check the property's individual rules and obtain permission where required.
The Lead Guest is responsible for the conduct of visitors while they are at the property.
Unauthorised overnight guests or occupancy above the permitted maximum may result in termination of the stay.
19. SMOKING & VAPING
Unless expressly stated otherwise, all accommodation is strictly non-smoking.
Smoking and vaping are not permitted inside the accommodation.
Where evidence of indoor smoking is found, the Lead Guest may be charged for reasonable deep-cleaning, deodorising or other remedial costs and, where applicable, losses caused by the accommodation being unavailable to subsequent guests.
20. PETS
Pet policies vary between properties.
Where dogs or other pets are accepted, the number permitted and any applicable charge will be shown during booking or within the property information.
Guests are responsible for their pets and for any damage or exceptional cleaning caused by them.
Animals must not be taken into accommodation advertised as pet-free unless required by law. Pet-free restrictions may exist because of owner or guest allergies and must therefore be respected.
21. PARKING & VEHICLES
Vehicles must be parked only in designated or permitted parking areas and must not obstruct roads, entrances or access routes.
Vehicles and their contents are left at the owner's risk. Neither Woodfin Travel Ltd nor the property owner accepts responsibility for loss or damage to vehicles or their contents except where caused by negligence for which liability cannot legally be excluded.
Vehicle repairs must not normally be carried out at the accommodation other than emergency work necessary to make a vehicle safe or mobile.
22. LOST PROPERTY
Guests are responsible for removing all personal belongings when they leave.
Where lost property is found, reasonable efforts may be made to return it. A charge may be made to cover postage, packaging and administration.
Items will normally only be retained for a limited period before being donated, recycled or disposed of.
Neither Woodfin Travel Ltd nor the property owner can accept responsibility for items reported missing which cannot subsequently be located.
23. ACCESS TO THE PROPERTY
The property owner, manager or authorised contractor may require reasonable access during your stay to carry out urgent repairs, safety inspections, hot-tub servicing or essential maintenance.
Except in an emergency, reasonable efforts will be made to contact you before entry.
In an emergency, immediate access may be necessary to protect guests, the property or neighbouring premises.
24. BEHAVIOUR
Guests are expected to behave reasonably and respectfully towards neighbours, owners, staff and other guests.
Serious antisocial behaviour, excessive noise, deliberate damage, threatening or abusive conduct, illegal activity or significant breaches of site/property rules may result in the booking being terminated.
In serious circumstances, guests may be required to leave the accommodation without refund.
25. PROPERTY & SITE RULES
Individual accommodation, holiday parks and estates may operate their own rules.
These may cover matters such as noise, parking, pets, waste disposal, hot tubs, barbecues, electric vehicle charging and use of communal facilities.
Guests agree to observe any reasonable property or site rules communicated before or during their stay.
26. ACCURACY OF PROPERTY INFORMATION
Property owners are responsible for providing accurate information about their accommodation.
Woodfin Travel Ltd takes reasonable steps to present property information accurately but cannot be responsible for minor differences or changes which do not materially affect the accommodation.
If we become aware of a significant change affecting an existing booking, we will endeavour to notify the Lead Guest as soon as reasonably possible.
27. LIABILITY
Nothing within these terms excludes or limits liability where doing so would be unlawful.
Subject to that qualification, Woodfin Travel Ltd will not be responsible for loss, damage, expense or inconvenience arising from circumstances outside its reasonable control or from the acts or omissions of an independent property owner or third-party supplier.
Guests remain responsible for their own personal possessions throughout their stay.
28. EVENTS OUTSIDE OUR CONTROL
Neither Woodfin Travel Ltd nor the property owner will be responsible for failure or delay in providing accommodation where this results from circumstances outside reasonable control.
Such circumstances may include severe weather, flooding, fire, significant property damage, utility failure, natural disaster, government restrictions, civil disturbance, terrorism, war or threat of war, or other exceptional events which could not reasonably have been avoided.
Where such circumstances affect a booking, we will work with the property owner and guest to identify the most reasonable available solution.
29. PRIVACY & PERSONAL INFORMATION
Woodfin Travel Ltd will process personal information for the purposes of administering bookings, processing payments, communicating with guests and fulfilling its legal and contractual obligations.
Information may be shared where reasonably necessary with the relevant property owner, payment processor, booking technology provider or other service provider involved in fulfilling the reservation.
We will not sell personal information to third parties.
Marketing communications will only be sent where we have an appropriate lawful basis to do so, and recipients may unsubscribe from marketing communications at any time.
Further information about how personal information is collected, used and protected will be set out in the Woodfin Travel Ltd Privacy Policy.
30. COMPLAINTS & PROBLEMS DURING YOUR STAY
We want guests to enjoy their accommodation and would always prefer the opportunity to resolve a problem while the stay is taking place.
Any problem with the accommodation should therefore be reported to the property owner, manager or Woodfin Travel Ltd as soon as reasonably possible after it becomes apparent.
This gives the owner or manager an opportunity to investigate and, where possible, correct the problem.
Where appropriate, guests should retain photographs or other evidence relating to the issue.
If the matter cannot be resolved during the stay and you wish to make a formal complaint, please contact Woodfin Travel Ltd with your booking reference and a clear explanation of the problem.
We will investigate the matter and liaise with the property owner where appropriate.
31. CHANGES TO THESE TERMS
Woodfin Travel Ltd may update these Booking Terms & Conditions from time to time.
The terms applicable to a confirmed booking will normally be those in force when that booking was made, except where a change is required by law or where the parties expressly agree otherwise.
32. GOVERNING LAW
These Booking Terms & Conditions and any dispute arising from them will be governed by the laws applicable in England and Wales.
Guests retain any statutory consumer rights which cannot legally be excluded or restricted by these terms.
WOODFIN TRAVEL LTD
Registered Address:
66 Lindisfarne Lane
Morpeth
Northumberland
NE61 2UL
Telephone: 07801 633924
Company: Woodfin Travel Ltd