Booking terms and conditions
Booking terms and conditions
Our booking terms and conditions describe our policies and procedures (and clarify the contractual relationship between you and the owner of the property).
Though never the most exciting part of any break, it's important that you take the time to read through our booking terms and conditions before placing a deposit on any property. Once you've done this, you'll be liable for the full cost of your holiday if you can no longer make it (save for exceptional circumstances set out below). Please take the time to read our cancellation policy.
Latitude50 is the trading name of Miss Jill Landeryou and Mr Richard Benton. Latitude50 is incorporated in England with the company number 942198017 and the registered address of High Field Business Park, Rock, Wadebridge, Cornwall, PL27 6FE. Latitude50 can be contacted by telephoning 01208 869090 or emailing firstname.lastname@example.org.
Customers who have made a booking via the Latitude50 website or over the telephone.
The individual(s) who is/are the legal owner(s) of the property being booked. Latitude50 acts as Agents for the owners of the property. The rental arrangements are made by Latitude50 on behalf of the Owners and the contractual relationship is directly between the Owner of the property and the Guest.
2. The contract
The Agent acts merely as a booking agent on behalf of the property Owner. The contract entered into is between the Owner of the holiday accommodation and the Guest. The contract is not effective until the required payment has been received and confirmation sent from the Agent to the Guest.
3. The holiday
The Guest has the right to occupy a property for a holiday only (within the meaning of Schedule 1, para 9 of the Housing Act, 1988) for no more than 21 days at a single property.
Whilst the Agent makes every effort to ensure the accuracy of the property description and photography, the Agent cannot be held responsible for any alterations made to the property or its amenities that are beyond its reasonable control. Photography in marketing materials are sometimes taken using a wide-angled lens in order to show as much of the property as possible which can exaggerate the impression of a room’s size. The Guest acknowledges this and agrees it will not make any claim against the Owner or the Agent in respect of issues regarding actual room size. Information provided by the Agent is offered in good faith and has been compiled with care and diligence. The Agent and the Owners do not accept liability for disappointment, cost of travel, inspection or other items.
The Agent cannot accept responsibility for any sickness, injury, loss, damage, additional expense or inconvenience directly or indirectly caused by or arising out of the property and its appearance, plumbing, gas, electrical or otherwise exceptional weather conditions or owner negligence. Further, no responsibility is accepted for the personal property (including pets), or the cars and contents belonging to the Guest or any member of the party during their occupancy.
5. Booking eligibility
Bookings cannot be accepted from persons under the age of 18 years or from parties where the majority of members are under 25 years (except families or supervised groups). Further, no bookings can be accepted from single sex groups of three or more, irrespective of age. The number of persons occupying a property must not exceed the maximum stated in the current property description (babies who do not occupy a bed are not counted as a member of a party). The person who makes the booking will be responsible for all persons included within the party details and should ensure that they are aware of the booking terms and conditions. The Agent reserves the right to decline any booking or to refuse to hand over a key to any person who is not considered suitable, or who has not complied with the booking terms and conditions.
To secure the reservation, please either complete all parts of the online booking form or provide these details to the Agent over the telephone, and make payment for the deposit; a third of the total tariff. The balance is payable six weeks before the holiday is due in most cases (please refer to your booking correspondence) and it should be noted that reminders are issued three days before the balance is due and again on the balance due date. If the balance is not received, the Agent reserves the right to cancel the booking without refund of the deposit and the holiday will be offered for resale. Any bookings made within six weeks of the start of the holiday require full payment at the time of booking.
7. Damage deposits
The Guest will be required at the time of making the final payment to provide the Agent with a damage deposit. The amount is property specific and is detailed on the property's webpage. This deposit covers damage, loss, or loss of rental as a result of the conduct of the Guest or members of the Guest’s party. The Guest is liable for the loss and damage caused to the property and contents to the full value of the Owner’s loss even though the value of the loss:
a) may exceed the damage deposit.
b) may not be covered by the Owner’s insurance cover.
It is also a requirement of the conditions of booking that the property is left in a clean and tidy condition at the end of the letting period. The damage deposit will normally be refunded to the Guest seven to ten working days after departure, provided that no damage has been caused to the property, its contents, fittings and fixtures.
The Agent reserves the right to deduct a £40 charge in the event of having to clear, pick up or black-bag waste and rubbish, or clean a barbecue that has been used by the Guest.
The damage deposit does not limit the Guest’s liability to damages. If the damage claim exceeds the damage deposit paid then the Guest is required to settle this within seven days of being notified of the total amount. If the Guest wishes to claim the amount from any personal insurance-based scheme, then the Agent will provide all required documentation but the Guest must personally settle the claim within the seven day term.
Prices quoted include VAT where applicable. The Agent reserves the right to charge the Guest any increase on either of these or any other levy imposed by the government that affects the price of the holiday provided the Guest is notified in writing of such increase.
9. Method of payment
Payments may be made by credit card, debit card or electronic bank transfer (please note AMEX isn't accepted). Any charges raised against Latitude50 by their bank for handling bank transfers will be passed on to the Guest, who is liable to reimburse Latitude50 within seven days of notification from Latitude50.
Latitude50 are responsible for financial website transactions. The Latitude50 website is SSL secured, your credit card details are entered on a secure page and are transferred using secure SSL technology.
10. Overseas bookings
Overseas Guests may pay in Sterling drawn on a UK bank, Mastercard, Visa, or by international electronic transfer. Any charges for payments from overseas will be passed on to the Guest.
11. Booking fee
A non-refundable booking fee of £35 is payable at the time of booking to cover the Agent's accreditation, banking and insurance costs.
A holiday booking is a legally binding contract. In the event of a cancellation for any reason, the Guest will become liable for the full cost of the holiday unless the Agent can secure another booking to replace the Guest's booking. This is not guarenteed. If a replacement booking is secured, the Guest will be charged a one-off administrative fee of £30 and then refunded the balance of any sums paid for their holiday.
We strongly advise that the Guest takes out independent travel insurance when making a booking. It is a condition that we are notified immediately by telephone and promptly in writing of the circumstances giving rise to a cancellation as a phone call alone will not suffice.
13. Booking alterations by the guest
Alterations to a booking by the Guest (except for cancellation) will be subject to an administration charge of £15. Any transfer of booking to another property will be treated as a cancellation of the original reservation. Any change in holiday dates will be subject to the agreement of the Owner.
14. Booking alterations by the agent
If for reasons beyond its control the Agent has to cancel or alter arrangements made for the Guest it will make every effort to offer an alternative property of up to equal value to that of the property originally hired, if appropriate. If the Guest does not accept the alternative offered, the Agent will return to the Guest any monies paid, whereupon the Agent’s liability will cease.
15. Basic standard
A range of houses has been chosen by the Agent and are supervised by it on a weekly basis. All are centrally heated, unless otherwise stated. All are non-smoking. Bed linen and towels are included in the hire price of the property, but we do ask that beach towels are provided by the Guest. The Guest is advised to check details of individual properties at the time of making a booking.
Occupancy shall be from 4pm on the day of arrival to 10am on the day of departure, unless special arrangements have been made prior to arrival (the housekeepers have only a limited time to prepare the property for the next guests, and you are asked to respect this).
If the Guest enters the property before 4pm, this should be done on the understanding that a pre-arrival check will not be carried out by the Property Manager. This may mean that standards can’t be guaranteed, any existing damage may not have been noted, and any issues with the house may need to be inspected and rectified by engineers during your stay.
Should there be anything the Guest feels that the Agent should be made aware of to ensure the comfort and safety of the Guest, please inform the Agent.
The Guest must pay the agent for all telephone charges during occupation, unless supply is included in the tariff.
All properties have Wi-Fi passwords for accessing the service located in the house information folder. The Owner can't guarantee the speed of the internet or be held responsible for any issues with the service, but if the Guest has a problem they can contact the Agent who will try and assist with the problem.
The Guest agrees to comply with all current legislation pertaining to and regarding the use of electronic data in using the internet provided by the Owner. The Owners and the Agent cannot accept liability for loss or damage to the Guest’s data, or, accept responsibility or liability for the Guest’s inappropriate or illegal use of the internet.
Please note during the busier months, broadband services can be disrupted. With the huge increase in people trying to access the internet, the local network simply cannot cope so it is therefore likely that if the house that you are renting has a broadband service you could find that it only works intermittently. Unfortunately, neither the Owner, nor the Agent, will be able to sort out this issue, as it will be an infrastructure overloading problem, for which we can only apologise as it is beyond the control of both parties.
In order to ensure that owners will continue to welcome dogs into their homes, the Guest must undertake the following:
a) There must be no more than two dogs at the property at any time unless agreed with The Agent.
b) All dogs must be kept under strict control at all times whilst on the property.
c) Any fouling of lawns, paths, etc. must be cleared up without delay.
d) The Guest must provide a bed for the dog to sleep in.
e) No dogs must ever be left in the property unattended.
f) No dogs are allowed on beds, chairs or sofas and hair must be cleared up before departure.
In most cases (with some exceptions) a fee is charged of £25 per dog, up to a maximum of two dogs per booking. If the Guest wishes to bring more than two dogs they should call the Latitude50 office to allow this request to be passed to the property owner. In the event that the Owner agrees to accept more than two dogs, the stated damage deposit may be increased to cover any additional cleaning. The Agent reserves the right to deduct a £40 charge in the event of having to pick up dog mess.
The Agent is happy to seek permission from the Owner to allow assistance dogs to occupy a non-dog friendly property prior to a booking being confirmed.
19. Properties with swimming pools and hot tubs
For properties with a swimming pool and/or hot tub, the lead Guest agrees and accepts responsibility for:
- the health and safety of their entire group in and around the swimming pool and/or hot tub;
- ensuring that their group abide by the pool or hot tub rules or code of pool conduct or code of hot tub conduct, the pool operating plan or the pool or hot tub operating Instructions provided for guests in the house information folder;
- children and non-swimmers, who must be supervised by an adult at all times when in, or in the vicinity of, the swimming pool and/or hot tub;
- ensuring the correct procedures are followed by their group in the event of an accident or emergency.
The Owner and the companies they engage to provide services at their property reserve the right to:
- restrict access at any time to any part of or the entire swimming pool or hot tub and the areas around them for maintenance or safety reasons; or
- expel the Guest and their group from the swimming pool and/or hot tub area for any breach, or suspected breach of, the applicable code of conduct or the operational instructions, any act or omission which endangers their safety or the safety of others, or if they have caused unnecessary damage which has not been reported to the Owner and the Agent.
20. Older or heritage properties
Some of the properties represented by Latitude50 are older or heritage properties. The Agent cannot guarantee that there will not be damp and/or insects (or other characteristics associated with older and heritage properties) and you should be aware that it is impossible to eliminate these factors entirely from an older property. Neither Latitude50 nor the Owner will be held responsible in respect of any particular sensitivity Guests may have to such characteristics.
21. Damage, loss and nuisance
The Guest agrees that the supervision of children, babies, dogs and any adults requiring care remains the responsibility of the Guest at all times. The Guest will be responsible for leaving the accommodation in good order and clean condition, otherwise a cleaning charge will be levied. The Guest will pay for any damage or loss however caused, excluding reasonable wear and tear incurred during occupation. The Guest agrees not to cause nuisance or annoyance to occupants of nearby property, and to allow reasonable access to the property by the Owner or Agent if they deem it necessary.
The Agent can supply a cleaner during your occupancy if required, charged at local rates. If in the opinion of the Agent or 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 discharged and the Owner may repossess the property immediately. The Guest will remain liable for the whole of the cost of the hire and no refund shall be due.
22. External factors
Neither Agent nor the Owner will be held to account or be responsible for any of the following which may have an impact on the Guest's stay: holiday fairs, fetes, events or festivals occurring during the letting season or any noise or building works carried out in the vicinity or on neighbouring properties.
23. Delivering property services
Where a Guest wishes to obtain additional services during their stay, such as housekeeping, the Agent has a list of local suppliers available on request. Where a third party supplier is engaged by a Guest, the Guest will be responsible for the cost of those services and the terms and conditions of the relevant supplier will apply to such arrangements.
In the event of a problem or complaint, the Guest should phone the Agent within 24 hours of arrival so that remedial action can be taken. If an engineer is requested and the engineer can find no problem, the call-out cost will be passed on to the Guest.
No complaints can be considered where the Agent has not been given an opportunity to investigate the complaint and endeavour to put matters right during the occupation. If the complaint cannot be resolved, it can be referred at any time, by either side, to the independent arbitration service, the ombudsman of the Holiday Home Association (HHA).