Terms & Conditions of Booking:
TERMS & CONDITIONS OF BOOKING
PLEASE READ THIS DOCUMENT VERY CAREFULLY.
WHEN YOU BOOK YOUR HOLIDAY WITH US YOU ARE ENTERING INTO A LEGAL CONTRACT WHICH BINDS BOTH PARTIES IN VARIOUS WAYS.
YOU WILL SEE THAT WE HAVE CLEARLY SET OUT THE BOOKING CONDITIONS WITH A LIST OF RESPONSIBILITIES AND COMMITMENTS WE HAVE TOWARDS EACH OTHER.
Luxury Holidays (Cotswolds) Limited; heron in referred to as LH (T/A Lakeside Spa Holidays) and its subsidiaries; are agents acting on behalf of a small number of individual Home Owners on The Lower Mill Estate - Please note that Lakeside Spa Holidays are not connected in any way to the Lower Mill Estate Limited, LME Lakeside Spa Holidays, Habitat Escapes or any of its subsidiary, or associated companies. Lakeside Spa Holidays, offer a small selection of properties on the estate, each one individually owned, circa 15 - 20 at this moment in time (01.02.19) and offer these properties for short term holiday rental, as such, we are strictly tenants and lease holders on The Lower Mill Estate.
IN THE INTEREST OF CLARITY, WE WOULD LIKE TO RESPECTFULLY POINT OUT THAT LH ACT SOLELY AS SALES AGENTS FOR THE PROPERTIES LISTED ON OUR WEBSITE.
LH SOLE RESPONSIBILITY IS FOR PROCURING NEW BOOKINGS ON BEHALF OF EACH INDIVIDUAL OWNER, VIA OUR WEBSITE AND ONLINE MARKETING ACTIVITIES. IN RETURN FOR THIS SERVICE, LH RECEIVE A SMALL COMMISSION FOR EACH BOOKING MADE THROUGH OUR WEBSITE. THE FULL COST OF YOUR HOLIDAY IS PASSED ONTO THE RESPECTIVE OWNER OF THE PROPERTY THAT YOU BOOK, LESS OUR COMMISSION.
IN A SMALL NUMBER OF INSTANCES WE ALSO PROVIDE A MEET & GREET SERVICE FOR THE OWNERS, VIA OUR GUEST RELATIONS MANAGER, WHERE WE MEET THE ARRIVING GUESTS AND SHOW THEM AROUND THE PROPERTY AND FAMILIARISE THE INCOMING GUESTS WITH THE ESTATES RULES AND CODES OF CONDUCT. THIS IS THE SOLE EXTENT & SCOPE OF THE MEET & GREET SERVICE. FOR THIS SERVICE WE ARE PAID A SMALL FEE ON BEHALF OF THE OWNER OF THE PROPERTY BOOKED.
OUR MEET & GREET SERVICES DOES NOT INCLUDE: ANY FORM OF CONCIERGE SERVICE, ANY FACILITY FOR COLLECTING OR DELIVERING GOODS, ANY LIAISON WITH THE ONSITE SPA, INCLUDING THE BOOKING OF SPA TREATMENTS, ANY CLEANING SERVICES. THE CLEANING OF THE PROPERTY THAT YOU BOOK WILL BE CARRIED OUT BY THE OWNERS APPOINTED CONTRACTORS AND THE COST OF THE CLEAN AND LINEN CHANGE IS INCLUDED IN THE COST OF YOUR HOLIDAY.
IF THERE ARE PROBLEMS ASSOCIATED WITH THE CLEANING OF THE PROPERTY, LH WILL LIAISE WITH THE OWNERS APPOINTED CLEANING CONTRACTORS, TO ATTEMPT TO RESOLVE ANY REASONABLE ISSUES TO THE GUEST’S SATISFACTION. WE WILL TAKE REASONABLE STEPS TO HELP WHEREVER WE CAN, BUT THE ULTIMATE RESPONSIBILITY FOR THE CLEANING LIES WITH THE OWNER OF EACH LODGE AND THERE APPOINTED CLEANING CONTRACTORS AND NOT WITH LH. LH WILL NOT BE HELD RESPONSIBLE FOR ANY ISSUES SURROUNDING THE CLEANING OF EACH LODGE AND WE ACCEPT NO LIABILITY IN THIS RESPECT, AS THE CLEANING IS COMPLETELY OUTSIDE THE JURISDICTION OF THE CONTROL OF LH.
LH CANNOT ACCEPT RESPONSIBILITY FOR ANY CHANGES MADE BY THE OWNERS SINCE THE INSPECTION, OR FAILURE BY THE OWNER TO KEEP THE PROPERTY DRY, CLEAN, SAFE, AND IN GOOD REPAIR OR TO HAVE ALL THE ITEMS MENTIONED ON THE WEBSITE.
THE AGENT CANNOT BE HELD RESPONSIBLE FOR ANY PERCEIVED INADEQUACIES IN ANY OF THE PROPERTIES. 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.
SHOULD ANY COMPLAINTS ARISE ON ARRIVAL, OR INDEED DURING YOUR STAY, OR AFTER COMPLETION OF YOUR HOLIDAY, LH WILL DO OUR VERY BEST TO RESOLVE ANY ISSUES THAT ARE WITHIN OUR DIRECT CONTROL. LH DO NOT HOWEVER HAVE ANY AUTHORITY TO AUTHORISE ANY PART REFUND OR FULL REFUNDS, OF THE COST OF YOUR HOLIDAY, ANY SUCH REQUEST WOULD NEED TO BE MADE TO THE OWNERS THEMSELVES AND THE DECISION OF ANY REFUNDS WOULD REMAIN AT THE SOLE DISCRETION OF THE INDIVIDUAL PROPERTY OWNER AND NOT LH. WE HAVE ABSOLUTELY NO INFLUENCE IN THESE MATTERS WHAT SO EVER AND AS SUCH, SIMPLY CANNOT GET INVOLVED IN ANY FINANCIAL MATTERS SURROUNDING ANY DISPUTES ARISING AFTER THE HOLIDAY HAS BEEN PAID FOR IN FULL. ANY QUERIES OR DISPUTES ARISING PRIOR TO YOUR ARRIVAL AT YOUR HOLIDAY ACCOMMODATION REMAIN OUR RESPONSIBILITY AND OUR COVERED IN OUR AGREED TERMS AND CONDITIONS.
IN THE EVENT OF ANY DISAGREEMENT, COMPLAINT, OR OTHER, IF IN THE FIRST INSTANCE, YOU SHOULD FORWARD ANY AND ALL CORRESPONDENCE, VIA EMAIL, OR ROYAL MAIL RECORDED DELIVERY TO LH. UPON RECEIPT, WE WILL PROMPTLY FORWARD THE CORRESPONDENCE TO THE RESPECTIVE OWNER OF THE PROPERTY. AT THIS STAGE, LH WILL ALSO SEEK THE SPECIFIC PERMISSION OF THE OWNERS, TO FORWARD THEIR CONTACT DETAILS TO YOU. PLEASE NOTE THAT THERE IS NO GUARANTEE THAT THE OWNERS WILL CONSENT TO THEIR DETAILS BEING GIVEN OUT AND IN SUCH INSTANCES, YOU SHOULD CONTINUE TO FORWARD ANY AND ALL CORRESPONDENCE TO OURSELVES AND WE WILL THEN CONTINUE TO FORWARD ALL CORRESPONDENCE IN A PROMPT AND EXPEDIENT MANOR ONTO THE OWNER ON YOUR BEHALF.
LH ARE UNFORTUNATELY RESTRICTED UNDER THE DATA PROTECTION REGULATIONS WITH REGARDS THE SUPPLY ANY PERSONAL DETAILS OF THE PROPERTY OWNERS, INCLUDING TELEPHONE NUMBERS, OR EMAIL ADDRESSES, SO ANY SUCH REQUEST WOULD HAVE TO BE DENIED, IN ORDER FOR US TO FOR FILL OUR OBLIGATIONS UNDER THE AFORE MENTIONED DATA PROTECTION REGULATIONS.
IN THE EVENT OF ANY ENSUING COMPLAINT, OR LITIGATION, LH WILL NOT BE PARTY TO ANY SUCH PROCESSES & ANY RECOURSE MUST BE SOUGHT DIRECTLY FROM THE PROPERTY OWNERS AND NOT LH.
THE AGENT IS NOT RESPONSIBLE FOR RESOLVING ANY COMPLAINTS ARISING FROM THE HOLIDAY IN QUESTION. ACCIDENTS HOWSOEVER CAUSED DURING THE HOLIDAY ARE NOT THE LIABILITY OF THE AGENT. THE RESPONSIBILITY FOR THE UPKEEP OF THE PROPERTY AND ANY RELEVANT HEALTH AND SAFETY CONSIDERATIONS LIE WITH THE OWNER. COMPLAINTS RECEIVED AFTER DEPARTURE CANNOT BE ACCEPTED AS THE OWNER THEREBY HAS NO OPPORTUNITY TO RESOLVE THE COMPLAINT AT THE TIME.
All terms are per week or short break for the property as equipped and described. The usual check-in time is 4pm (subject to unavoidable delays). The check-out time (usually 10am) will be shown on your hire invoice. You are obliged to leave everything in a clean and tidy condition, and are responsible for any damage or loss sustained during your stay. Prices include VAT (where applicable) and insurance premiums include Insurance Premium Tax – both taxes are at the rate applicable at the time of printing and are subject to change if the rate or application of the tax changes. In the event of a change in the rate of VAT during the course of the year, your holiday will be invoiced at the new amount of VAT unless you have already taken your holiday or paid the balance in full prior to the date of the change. Our hire invoice and booking acceptance is not a VAT invoice. In the event of a change in the rate of I.P.T. during the course of the year, you will be invoiced at the rate applying on the date you purchased the insurance. We reserve the right to correct errors in advertised prices. We will advise you of any error at the time of booking. We also reserve the right to correct errors in confirmed prices. In this case, we will contact you as soon as we become aware of the error. If the correct price is higher and you do not wish to pay this, you will be entitled to cancel and receive a full refund of all monies you have paid to us providing you notify us within 14 days of our advising you of the error. We promise we will not seek to correct any error in a confirmed price within 8 weeks of the start of your holiday or more than 7 days after you make your booking. For short breaks, terms published are for Friday start days for weekend breaks; the same price applies for the Monday to Thursday mid-week break which follows. Additional nights in excess of 3 nights for weekend short breaks and 4 nights for mid-week short breaks will be charged at one-seventh of the weekly hire charges for the week in which they fall, plus a one off additional administration charge of £ 25 and are offered strictly subject to availability. All bookings attract a one off booking fee of £ 42.50 to cover the associated costs of the pre arrival paperwork and processing of the paperwork supplied to the onsite warden security obligations. ALL PRICES INCLUDE VAT AT THE CURRENT RATE and a detailed VAT invoice will be issued upon receiving your booking request.
(2) NUMBER IN YOUR PARTY & GUEST RESPONSIBILITIES:
The total number in your party must not exceed the capacity of the property as advertised by us. Babies under 12 months are not normally counted as a member of your party.
The supervision of children, babies, dogs and any adults requiring care remains the responsibility of the guest at all times, both inside the property and outside of the property on the wider estate and spa complex.
Neither LH, or the property owner shall be held responsible or liable for any accident, loss, mishap or inconvenience to any persons or property whilst using the property, or around the property, or for any illness or injury arising from any cause whatsoever.
(3) MAKING A BOOKING:
When you book you are accepting on behalf of your party the terms of these booking conditions. A binding contract comes into existence once we have received your booking request & processed your deposit payment. The contract shall be deemed to have been made at our offices in Sheffield and be subject to English law. We both agree to submit any dispute to the exclusive jurisdiction of the Courts of England and Wales It is expressly agreed, that if we are unable to resolve any dispute/disagreement that may arise between the two parties, to the mutual satisfaction of either party, then we agree to refer it to the BLACKBURN COUNTY COURT, as the Court with jurisdiction of our contract. Any application to have the matter heard by any other Court will be in direct contravention of our Agreement. In all cases these Booking Conditions form the basis of our contract. You must check your hire invoice and booking acceptance as well as all other documents we send you carefully as soon as you receive them. If any information appearing on any document appears to be inaccurate in any way, you must let us know straight away. We regret we cannot accept any liability if we are not notified of any inaccuracy in any document within 21 days of our sending it out.Please note that your booking is not deemed accepted until such time that we have taken your secuirty deposit payment and issued invoices.
(4) CHANGES BY YOU:
Once a booking has been confirmed by us to you, should you require us to amend it in any way or to re-invoice you for any reason (including for example accidental loss of the original invoice) then a fee of £35.00 will be charged. You may transfer your booking to someone else/another party (introduced by you) at any time providing you pay the administration fee of £35 and any outstanding balance. We also reserve the right to charge a fee of £ 35.00 for any additional administration, relating to your booking, which is over and above our normal procedures. Note: Bookings may not be transferred to other parties after we have received notification of cancellation.
Lakeside Spa Holidays is responsible for all aspects of the holiday booking, payment, cancellation (if applicable) and related issues. All aspects relating to the property and its contents are ultimately the responsibility of the Home Owner. However, in all instances where a problem arises during the holiday Lakeside Spa Holidays will do their very best to sort them out. Lakeside Spa Holidays should be your first port of call if any problem arises during your stay. Upon signing the Holiday Agreement the person responsible for making the booking is entering a contract with Lakeside Spa Holidays. All property details shown on the Lakeside Spa Holidays website or other marketing literature have been submitted and signed off by the Home Owner. Should anything prove to be incorrect during your stay please inform Lakeside Spa Holidays with immediate effect. All efforts will be made to rectify the problem immediately. All properties shall carry comprehensive building and content insurance and Public Liability Insurance to the cover value of £2,000,000.00 (two million pounds sterling). Every property has been thoroughly cleaned and a full inventory check carried out prior to holiday changeover and any damage or breakages should be reported to Lakeside Spa Holidays immediately. Any damages reported once the new Holiday Maker arrives shall be deemed their responsibility. The Holiday Maker is responsible for complying with ALL of these Terms & Conditions and shall be responsible for all adults and children that accompany them. The Property Owner reserves the right to refuse to hand over the property if it is deemed likely that the Holiday Maker or any of the Holiday Party will cause damage to the property. The Property Owner reserves the right to re-possess the property at any time where damage is being caused to the property by the Holiday Maker or any member of the Holiday Party. In the extremely unlikely event that either of the above withdrawals of the property occurs, the Property Owner shall NOT be liable to refund any of the monies paid by the Holiday Maker. In the event of an unreasonable withdrawal of the property by the Owner a fair refund shall be paid as compensation to the Holiday Maker. The Property Owner or his appointed Agent shall be allowed access to the property at any reasonable time during the holiday occupancy. Prior contact will be made with the Holiday Maker wherever possible before entry. The property can be occupied after 4.00pm on the date of arrival and MUST be vacated by 10.00am on the date of departure. Due to the pressure of changeover these times are non negotiable unless previously agreed with Lakeside Spa Holidays and stated clearly on the booking and confirmation forms. If late arrival is expected the person named on the booking form should contact Lakeside Spa Holidays to discuss the new entry arrangements. If the Holiday Maker is unable to arrive by midday the following day (the day after the holiday commencement date) the person responsible for booking the holiday MUST notify Lakeside Spa Holidays in order to make arrangements. If contact is not made and the property remains empty this shall constitute a cancellation by the Holiday Maker and the Property Owner is not liable to make any refund. Holiday Makers will be issued with a set of Rules & Regulations for the Estate and should adhere to them at all times.
(6) HOT TUB OPTION:
Please note that the provision of a hot tub in a number of our properties is offered strictly as an option and is only available for selected properties, as identified on our web site. The current hot tub properties are; Osprey, Garden Villa, Oak, Wren, Skylark, Natures Retreat & Neptune Lodges. The cost of providing a hot tub for the full duration of your stay is fixed at a one off hire charge of £ 125. Please advise at the time of booking should you require a hot tub and you will be then be charged the extra £125 hire charge to the debit/credit card supplied at the time of booking. Please email firstname.lastname@example.org for further details. ALL PRICES INCLUDE VAT AT THE CURRENT RATE
(7) SECURITY DEPOSIT:
A deposit of £250 will be added to the total cost of your holiday. This deposit may be increased to £ 500, or higher (£ 1,000), at the sole discretion of Lakeside Spa Holidays, to reflect the higher risk associated with some parties, deemed to be a higher risk. Please note that the full amount of the Security Depsoit will be forfeited if any complaints are recived by the onsite security staff, which inlcudes any complaints about noise levels. Only when the actual booking form on our web site has been received & full payment of the holiday deposit been made, shall Lakeside Spa Holidays release a confirmation notice. The Holiday Maker responsible for placing the booking MUST be over 18 years of age at the time of confirmation. If a booking is taken less than six weeks prior to commencement the full fee will be required along with the booking form. Should a booking be taken within 14 days of the commencement date full payment will only be accepted by credit card and confirmed by a completed booking form.
(8) SPA FACILITY:
Users of the onsite spa facility do so entirely at their own risk. The Spa is owned and operated by The Lower Mill Estate Limited, or its associated companies. Please note that the swimming pools are often not attended and your safety and that of all members of your party, are your responsibility. Users of the Spa facility must adhere to the Estates rules relating to the use of this facility and it is your responsibility to familiarise yourself with these rules. The operators of the spa facility require a £ 25 per guest, fully refundable deposit for the issue of an authorised Spa entry pass. This deposit will be retuned upon presentation of your passes, at the end of your stay. Lost cards will incur a re issue charge of a further £ 35, which is non-negotiable. It is entirely your responsibility to return these passes and reclaim your deposit. Due to strict occupancy levels, spa access cannot be arranged after a booking has been made, so please be sure to select the spa access at the time of booking. Please note that the luxury onsite spa facility is owned & operated by The Lower Mill Estate & not Luxury Holidays, or any of our subsidiary companies. As tenants on the Lower Mill Estate our guests have full access to the facility, as granted under the rights of our lease. We make a nominal charge towards the annual service charge incurred by us as tenants on the estate. No inference to any payment directly to the Spa itself, or for the direct provision of spa access is inferred. Any/all charges specifically relate to a direct contribution towards our individual service charges for each property that we own the estate.ALL PRICES INCLUDE VAT AT THE CURRENT RATE. Guests should be fully aware that the spa facility is not owned, or operated by ourselves and as such, the operation of the spa is completely out of our control. For the avoidance of doubt, any booking that you make with us is in respect of the holiday accommodation only. There may be circumstances where the operation of the spa may be closed for part, or indeed for the full duration of you holiday. This could be for a variety of reasons, including, but not limited to; a potentially dangerous variation in the chemical balance of the swimming pools (pool levels are of course regularly monitored and the maintenance of the pool is carried out in accordance with all regulatory obligations), an accident involving a guest, an emergency unanticipated cleaning of the pool is required, due to soiling in the pool by a guest. In extreme, but thankfully rare circumstances, restrictions on the opening of leisure facilities could be enforced upon the spa by the Government, and should any restriction come into force, then along with all other leisure facilities, the spa facility would need to fully comply with any and all restrictions placed upon it. If any such restrictions are in introduced and legally enforced, this could, in the most extreme of circumstances result in the complete closure of the spa facilities, for an unknown and unspecified duration. GUESTS MUST BE COMPLETELY SATISFIED AND COMFORTABLE WITH THE FACT THAT THE SPA FACILITIES MAY NOT BE AVAILABLE TO THEM FOR EITHER A PART DURATION, OR INDEED THE FULL DURATION OF THEIR BOOKED STAY. IF A GUEST DECISION TO BOOK THE HOLIDAY ACCOMMODATION LISTED ON OUR WEBSITE IS CONTINGENT ON THE USE OF THE ONSITE SPA FACILITIES, THEN TO BE COMPLETELY CLEAR, THEY SHOULD NOT MAKE A BOOKING FOR ANY OF THE PROPERTIES THAT WE ACT AS AGENTS FOR LISTED ON OUR WEBSITE. IN THE EVENT THAT A GUEST HAS SPECIFIED THE SPA FACILITIES AS A LISTED OPTION DURING THE BOOKING PROCESS, OR THEY HAVE OPTED FOR THE INCLUSIVE ACTIVITY LEISURE PACKAGE AND THE SEPARATE ONSITE SPA FACILITIES ARE NOT AVAILABLE FOR A PERIOD IN EXCESS OF 24 HOURS, THEN A FULL REFUND WILL BE MADE IN RESPECT OF THESE OPTIONAL ITEMS ONLY. FOR THE AVOIDANCE OF DOUBT, IN SUCH EVENT, NO REFUND WHATSOEVER, EITHER IN PART, OF FULL, WILL BE MADE AGAINST THE COST OF THE BOOKED HOLIDAY ACCOMMODATION ITSELF.
(9) HOT TUBS RULES & CONDITIONS OF USE:
Please read these conditions of use thoroughly, BEFORE you use the hot tub. Thank you !
USE OF THE HOT TUB IS ENTIRELY AT THE GUESTS/USERS OWN RISK AND THE PROPERTY OWNER, OR AGENT, ACCEPT NO LIABILITY FOR ANY LOSS, DAMAGE, OR INJURY WHILST USING THE FACILITY.
WE RESPECTFULLY REMIND GUESTS THAT WE ACT IN THE SOLE CAPACITY OF BOOKING AGENTS FOR THE PROPERTIES THAT WE MARKET AND AS SUCH, THE UPKEEP & MAINTENANCE OF THE INSTALLED HOT TUBS IS THE SOLE RESPONSIBILITY OF THE INDIVIDUAL PROPERTY OWNER AND NOT OURSELVES, AS THE BOOKING AGENTS.
EACH INDIVIDUAL PROPERTY OWNER DIRECTLY PROCURES THE SERVICES OF AN EXPERIENCED AND ACCREDITED THIRD PARTY SPECIALIST CONTRACTOR, MESSRS M. R. POOL SERVICES LIMITED, IN SWINDON (REGISTRATION NUMBER: 07136995), TO ENSURE THAT THE HOT TUBS ARE MEETING THE REQUIRED STANDARDS AND THAT THEY ARE COMPLYING WITH THE BEST INDUSTRY PRACTICES AND THE RELEVANT STANDARDS, INCLUDING THE NEW HSG282 GUIDANCE.
LUXURY HOLIDAYS (COTSWOLDS) LIMITED HAVE NO INVOLVEMENT IN THIS PROCESS WHAT SO EVER AND CANNOT BE HAVE NO LIABILITY WITH REGARDS THE HOT TUBS.
IN THE EVENT OF ANY COMPLAINT, YOU SHOULD ADDRESS YOUR CORRESPONDENCE TO OURSELVES, WE WILL THEN PASS ON YOUR CORRESPONDENCE DIRECTLY TO THE INDIVIDUAL PROPERTY OWNER, AT WHICH TIME, OUR INVOLVEMENT WILL CEASE.
You should not use the hot tub if you disagree with any of the following rules of usage.
Please note that you have fully accepted all of these terms when you made your booking, as they form part of our agreed terms and conditions of sale.
Please be considerate of your neighbours whilst using the hot tub and please beware that your neighbours are in very close proximity to the tub.
Noise levels really do carry over the lake and as such we would appeal to you to keep your voices down and at an acceptable level and please avoid any shrieks or shouts.
The playing of any external music device, including an iPod, mobile phone, or any similar device, is strictly prohibited on the decking areas of each lodge. PLEASE DO NOT USE THE TUB AFTER 20:00 HOURS.
PEOPLE WHO SHOULDN’T USE THE HOT TUB:
Please do NOT use the hot tub if you fall into any of the following categories:
• During pregnancy soaking in hot tub may cause damage to the foetus so contact your doctor for advice before entering the water
• Persons with heart disease, diabetes, low or high blood pressure, or any serious illness should not enter the hot tub without prior consultation with their doctor
• People with skin, ear, genital or other body infections, open sores, or wounds should not use the hot tub because of the possibility of spreading infection
• People who are sensitive to chlorine/bromine
• Never use the hot tub while using or after using alcohol, or narcotics or any other drugs that may cause sleepiness, drowsiness or raise/lower blood pressure
• The heat of the hot tub water speeds up the effects of alcohol and can cause sleepiness, dizziness and unconsciousness
CHILDREN & MINORS:
• Parents are advised that the hot tubs are not suitable for children under the age of twelve
• Children over the age of twelve, must be supervise by an adult at all times whilst using the tub
• Parents are to warn children not to allow water in their mouths as this can cause infection and illness
• Please do not leave children unsupervised in the vicinity of the hot tub at any times, whilst the tub does not have the cover on it
Note to Parents and Hot Tub Users
It is your responsibility to enforce the rules of safety within the lodges hot tub
Daily from 10:00 AM to 20:00 PM
Usage of the tub outside these remitted times is strictly forbidden. Please do NOT use the tub outside these permitted times, as this would result in a breach of our agreed terms and the full loss of your security deposit.
MAXIMUM TIME IN THE HOT TUB:
At 39-40ºC (the normal operating temperature), please limit your time in the hot tub to a maximum of 20 minutes in any one session, as extending this time can affect your inner organs and cause fever-like conditions.
At 36-37ºC this time can be extended up to 40 minutes.
(Please note that these usage times are to be treated as guidelines only and the actual time that you spend in the tub will vary from individual and you should get out of the tub, if you start to feel light headed, dizzy, sleepy and queasy in any way.)
MAXIMUM OCCUPANCY LEVELS:
The maximum number of individuals permitted in the tub at any one time is (6) SIX.
• Please Shower with soap and water before and after using the hot tub. Showering before use washes away many of the common skin bacteria and removes lotions, deodorants, creams etc which reduce the effectiveness of the spa sanitizer which disinfects the water
• Please do NOT immerse your head in the hot tub water. This increases the risk of infection and can heighten the dangers of drowning due to suction below the water line
• Never allow children to use the spa or hot tub unsupervised and when not in use make sure the cover is on and secured
• Never use the hot tub alone
• Avoid using the hot tub immediately after a heavy meal
• Please do NOT eat, or smoke in the tub
• Take care when entering and leaving the hot tub. When leaving the hot tub leg muscles may be relaxed enough to make you unsteady
• Avoid entering the hot tub water immediately after exercising as the water temperature can affect the heart rate
• Never use glass near/in the hot tub as broken glass can cause a risk to people in barefoot and is very difficult to see within the hot tub water
• Please never jump into the tub, or play water games in the tub
• Please do NOT sit, stand, or lie on the hot tub cover at any time, as this is likely to cause damage to the unit
• Take care on the decking by the hot tub as water from the tub can cause it to be slippery
• Do not use any electrical appliances near/in the hot tub
• If any allergic reaction occurs then please leave the hot tub immediately and rinse off in the shower. If the reaction persists contact our guest relations manager; Jamie Moon on (01285) 615 615 or 07850 105 106
• If any fault or damage occurs with the hot tub please immediately contact our guest relations manager; Jamie Moon on (01285) 615 615 or 07850 105 106 at the earliest convenience
• Do not turn hot tub isolation switch off inside the lodge as the hot tubs power needs to be turned on to carry out the cleaning cycles
• Please ensure no contaminants i.e. bubble bath, alcohol, oils etc are placed in the water as this can upset the chemical balance of the water and can result in allergic reactions
AFTER USING THE HOT TUB:
• Please ensure that you replace the lid after use, including securing the locking straps
• Please will you soak up any excess water that may have been trodden into the house, as any excess water will cause the wooden floors to be ruined
Please note that your failure, or the failure of any member of your party to fully comply with these terms of usage and hot tub rules, will result in the full loss of your security deposit and possible eviction from the estate, by the onsite security.
We thank you in anticipation of your co-operation, it is greatly appreciated.
*** FAILURE TO COMPLY FULLY WITH ANY OF THE ABOVE ITEMS WILL RESULT IN THE AUTOMATIC LOSS OF YOUR FULL SECURITY DEPOSIT & MAY ALSO RESULT IN THE EVICTION FROM THE ESTATE. ***
(10) HOLIDAY PAYMENT:
All payments shall be made to Luxury Holidays (Cotswolds) Ltd. - Agency Account. Payments may be paid by direct bank transfer or debit/credit cards only. We do not accept payment via cheque, where an individual has no other means of payment, other than by cheque payment, we reserve the right to charge an admin/handling charge of £ 35 per transaction. Credit card payment are accepted, subject to the charges stated in these terms. The price payable for the holiday is subject to a standard charge of £ 43.50 (inc. VAT) booking fee, per lodge, in the event of more than one lodge being booked, this fee is applied to each lodge; this fee will be added to the final cost of your holiday and clearly shown as a separate invoice for your holiday. Our standard holiday deposit payment terms are £ 300 for 3 & 4 night breaks and £ 500 for all 7 night & peak slots (All school holidays, Christmas, New Year & Bank Holidays) breaks, at the time of booking, with the full balance due (cleared funds), no later than 12 weeks prior to your holiday start date. Should payment by bank transfer not be made on time, then we will automatically charge the supplied credit/debit card with the full balance owing, without any further notice.
(11) HOLIDAY OPTIONS - HIGH CHAIRS, TRAVEL COTS & ACTIVITY PACKS:
At the time of booking you will be required to complete a separate form stipulating any optional extras that you may require during your stay. These items will be charged in addition to the cost of your holiday. This is for items such as highchair hire (£10), travel cot hire (£10), hot tub hire (£125) and other options according to availability. An Activity Value Pack is offered at the cost of (£35) for a weekend & mid-week break, or (£45) for a 5,6, or 7 x night break. The Activity Pack consists of the following items; Early bird check-in, 15:30 in place of the standard arrival time of 17:00 (£15); Wi-Fi for the full duration of your holiday (£10) & a 5% Discount privilege, which provides guests to a 5% discount off any/all hire items at the onsite Activity Hub centre (Nominal attributed value of (£4.17), although the actual value is considerably greater). A temporary membership to the onsite Luxury Spa complex, swimming pools, steam room, sauna, gymnasium, is also provided free of charge (£0.00).
A detailed list of all options, together with their current prices will be clearly displayed on the booking form at the time of making a booking & guest are free to choose whichever options they would like to book, or decline any option that they do not wish to book for their holiday. Please take care in completing this form, as it does form part of our binding contract. All prices include VAT at the current rate and a detailed VAT invoice will be issued upon receiving your booking request. ALL PRICES INCLUDE VAT AT THE CURRENT RATE
(12) BROADBAND SERVICE:
Due to the remoteness of the location and the distance of the estate from the nearest BT broadband connection node, the broadband signal can and does vary in signal strength. IT IS A VERY SLOW SERVICE/CONNECTION. The service is often intermittent and there may be times where no signal is available and as such, you may not be able to use the service for long periods of time. The service is offered on the strict understanding and acceptance of this fact. Should you be unsatisfied with the service in any away, including, but not limited to (a) the speed of the service (b) the quality of the connection (c) the availability of the service, then I am afraid that no refund can or will be given. Your ordering of this service is dependent on your full acceptance of these terms and if you are in any doubt at all as to the suitability of the service for your requirements whilst occupying any of our lodges, then we urge you not to book the service and to seek an alternative supplier, where available. You are deemed to be in full agreement of these terms, should you proceed with the procurement of the broadband service. The service is offered strictly subject to availability and availability cannot be guaranteed. Should the provision of a broadband service be in anyway dependent on your booking, then we would strongly advise that you seek alternative accommodation and that you do not proceed with a booking.
(13) WINTER HEATING SURCHARGE:
There are no extra charges levied for the winter heating period, the cost of full gas central heating and electricity is fully included in the cost of your holiday.
(14) CREDIT & DEBIT CARD PAYMENTS:
PLEASE NOTE THAT AS OF 13/1/18 AND GOING FORWARDS, NO CARD SURCHARGES WILL BE APPLIED.
The Holiday Maker expressly agrees not to make any charge back request, that being any form of refund request, from the credit card company, either prior to the Holiday start date, or after the Holiday has taken place. Should we need to respond to any such charge back/refund request, then we will levy an initial charge of £ 150 + VAT, to cover the initial response to the card company and then each subsequent letter will be charged at £ 75 + VAT. All chargebacks/refunds requested form the Holiday Maker will be rigorously pursued by Lakeside Spa Holidays, with County Court Judgement proceedings being issued in ALL case of non-payment. In such cases the mandatory notification will be issued, in accordance with current requirements of the courts. In such cases Lakeside Spa Holidays may seek to recover an extra charge for administration, interest due and the court fees.
(15) STAG & HEN PARTIES:
Stag and Hen parties are strictly NOT allowed on Lower Mill Estate. The Holiday Makers group shall NOT exceed the number of beds available in the property unless a written request has been approved by Lakeside Spa Holidays prior to the booking confirmation being made. Lakeside Spa Holidays and the Property Owner reserve the right to evict any Holiday Makers if they are deemed to be a Stag or Hen Party or if the number of beds is exceeded by the number staying in the property. If such a cancellation is made the cancellation conditions as shown in this document apply and the appropriate deposit or full amount shall be retained. The balance of the holiday payment MUST be paid in full no later than six weeks in advance of the commencement date. If payment has not been cleared by Lakeside Spa Holidays by the appropriate day this will constitute a cancellation. Lakeside Spa Holidays would normally contact the Holiday Maker prior to taking the cancellation route.
(16) PARTY TYPE:
Groups. organisations, charitable institutions and multi-accommodation bookings. . If your party includes unrelated members from an organisation or has been funded/organised on behalf of a third party such as a local authority, charitable, religious or NHS Trust, we need the following information when you book:
- The full name of the organisation supporting or funding your booking
- The name and contact details for the person responsible for (and accompanying) the party during the holiday.
Should you arrive at your property with such a group without notifying us of the required details, we and the owner(s) have the right to refuse to hand over the accommodation to you. You may be asked to pay a security deposit at time of take-over. Single-sex groups of either sex and younger parties are not normally permitted. We cater primarily for family holidays – and single-sex groups of either sex and/or younger parties may not be permitted. Where this is the case, you will be informed at the time of booking and the restriction will be confirmed to you on your Booking Confirmation.
(17) SECURITY DEPOSIT:
At some properties these parties may be accepted on the condition that an increased security deposit of £ 500 is paid at the time of booking. Disabled, infirm and restricted mobility guests. Where access to or the layout/particular features of any property makes it unsuitable for visitors with mobility difficulties, we have made every effort to ensure that our description makes this clear. To ensure the accommodation booked is suitable for visitors with a disability, it is essential that all booking requests from parties including people with special needs give us full and clear details of those needs. If your party contains individuals who usually require special care due to a disability, you are entirely responsible for ensuring that all members of the group are adequately cared for at all times by suitable persons.
(18) CANCELLED HOLIDAYS:
Any cancellation made by the Holiday Maker must be in writing and sent to Lakeside Spa Holidays, email correspondence is acceptable. The actual cancellation date shall be the date that the written notice is received by Lakeside Spa Holidays. If the holiday is cancelled more than twelve weeks prior to the commencement date, then the full deposit shall be retained (Minimum of £ 300 for weekend breaks & £ 500 for longer breaks). If the deposit has not been paid at the time of cancellation, then it is deemed still payable and payment must be made within 7 days. If the cancellation is received less than twelve weeks prior to the commencement date then the full payment shall be retained and no payments returned to the Holiday Maker. If the payment has not been made at the time of cancellation, then it is deemed still payable and payment must be made within 7 days. Failure to pay for cancelled holidays and/or deposits, will be rigorously enforced by Lakeside Spa Holidays, with County Court Judgement proceedings being issued in ALL case of non-payment. In such cases the mandatory notification will be issued, in accordance with current requirements of the courts. In such cases Lakeside Spa Holidays may seek to recover an extra charge for administration, interest due and the court fees. An administration fee of £ 35 will be charged for all cancelled bookings and will be deducted from any payments already made. In all cases the booking fee will be retained by Lakeside Spa Holidays. The Property Owner has authorised Lakeside Spa Holidays to refuse any booking request if it is felt necessary and cancel any booking which it has made on the Property Owners behalf. Any action taken will be sent in writing to the Holiday Maker. In such cases, any money paid to Lakeside Spa Holidays shall be fully refunded to the Holiday Maker within 4 days of the cancellation been received. In the extremely unlikely circumstance where Lakeside Spa Holidays has no alternative but to cancel a booking made by a Holiday Maker they will make immediate contact with the person responsible for placing the booking and will make a full credit refund within 21 days of the cancellation. In the unlikely event that a refund is due for your holiday, then potential guests should be fully aware that under no circumstances will a cash refund be offered. Any and all guest refunds will be issued by way of a refund credit, to be used against a future booking. Guest’s should be completely satisfied as to the non-cash refund status associated with all bookings made on our website, BEFORE they place a booking. If a potential guest has any reservations with regards to the non-cash refund status of their proposed booking, then we strongly advise them NOT to place a booking and seek an alternative accommodation provider. No time limit restriction will apply to the refund credit issued, as such, guests are free to utilise the credit at any time in the future. The credit can also be redeemed in part, or in full against any future booking. Should the headline holiday price of your new holiday date be LESS than the cost of your requested new holiday price, then the difference in the cost of the holidays will be issued by way of a further holiday credit, to be used against a future booking, therefore ensuring that guests do not lose out. If the price of your new holiday dates is HIGHER than the price of your requested new holiday dates, then you will need to pay the difference in cost, at the time of the requested booking amendment, together with the £ 150.00 + VAT administration cost associated with processing the rearranged booking. In the event that your holiday needs to be rearranged to an alternative date, then a fixed charge of £ 150.00 + VAT will be applied to cover the extra administration, the third party accountancy costs, that we would incur with rearranging a booking. The £ 150.00 + VAT charge must be paid at the time of the request to change the holiday dates and any rearranged dates will only be accepted and confirmed, once this payment has been made. In the event of the payment not being made, then unfortunately we will not be able to rearrange your holiday dates and you would forfeit all monies paid. In the highly unlikely event that a guest cannot travel due to government-imposed travel restrictions, then a cash refund can be offered. In the event of a cash refund, then a £ 150 + VAT administration cost will be deducted from the refund amount due, in lieu of the associated costs incurred by ourselves, associated with the original booking. In all instances the original booking fee will be fortified
Upon receipt of the Holiday Confirmation form, please check all details to make sure they are correct. Any alterations can be made up to 28 days from receipt of confirmation but cannot be rectified beyond that deadline. If a booking has been accepted and the Holiday Maker wishes to make an amendment or requires a new invoice, Lakeside Spa Holidays reserves the right to charge an administration fee to cover their costs. Lakeside Spa Holidays may cancel any booking, for any reason at all. In this event, no compensation will be made but a full refund of all monies will be made. For the avoidance of doubt, this cancelation may be made once we have received your deposit payment, or full payment, for your holiday. Lakeside Spa Holidays will endeavour to give as much notice as possible, so that you have ample time to make alternative arrangements, but will not be liable for any loses incurred.
(19) OUR WEB SITE & MARKETING INFORMATION:
All website and marketing information was deemed accurate at the time of going to press. Lakeside Spa Holidays makes every effort to ensure that all information relating to any of its holiday products are accurate and shall not be liable for minor discrepancies between the property, its contents and what the Holiday Maker finds. The Property Owner reserves the right to change details when required. In the light of continual improvement the Property Owner reserves the right to alter or delete furniture, fittings, amenities, facilities or any part of any activities which are advertised or previously available without prior notice. Images are for illustrative purposes only and do not represent actual images of the furniture, fittings and fittings in some cases. If there are any material changes to the property or its contents once a booking confirmation has been issued, Lakeside Spa Holidays will contact the Holiday Maker and explain the changes and make appropriate arrangements. All website and marketing correspondence will then be updated with immediate effect. Details listed on our web site and in our pre arrival paperwork are for guidance only and do not form the basis of any contract. Some items may vary between properties, depending on the size and layout of individual property. Please note that all quotations are valid for a period of 7 days from the date of the quotation and after such are null and void. Prices and/or availability may change/increase after the expiry of your quotation and you should check with Tim Haywood, prior to proceeding with any booking.
(19.1) PRE ARRIVAL PAPERWORK
Once you have made your booking and the booking has been confirmed by way of a deposit payment being charged to your payment card and you are in receipt of final confirmation, you will be issued various items of information relating to your holiday and the chosen holiday lodge. This information will include directions to the lodge, copies of your invoices and a “Welcome Pack”, which sets out some basic information relating to the estate, the local area and your holiday lodge. Any and all such information which is supplied after you have made your booking is for general information only and does not form any part of our contract relating to your holiday selection. Any inaccuracies, incorrect room descriptions, or any other discrepancies do not give grounds for a request for a refund, ether in part or full and these items do not form part of our agreed contract. We strongly advise that if you are unsure of any aspect of your chosen holiday accommodation, then you take reasonable steps to clarify any query, prior to you making a booking. Please do not make any assumptions relating to your holiday accommodation, if something is really important to you, please check with us, prior to making a booking, this way any misunderstandings can very easily be avoided.
(20) SELF CATERING STATUS:
ALL OF OUR SHORT TERM HOLIDAY RENTAL PROPERTIES ARE OFFERED ON A STRICTLY SELF CATERING BASIS.
We politely remind guests not to confuse our holiday accommodation with that of a hotel, as this may result in us not meeting your expectations and that could result in you being dissatisfied with your holiday with us, which, in the interest of transparency and managing guests expectations, we want to take all possible steps to avoid.
For the avoidance of doubt and in the interest of clarity:
Here is a list of services/provisions/facilities that are strictly NOT offered with booking any of our properties. So to be absolutely clear, the following are NOT offered as part of any booking, or part therein of any contract between our two parties, for ANY of the properties offered for rental on our web site:
(1) Any welcome pack of tea and coffee, cold drinks, or milk and any other drinks on arrival. (2) Any toiletries, not limited to, but including; hand soap, shampoo, conditioner, shower wash etc. (3) Any food stuffs what so ever (4) The provision of any condiments, not limited to, but including, salt and pepper, sugar. (5) The provision of any dish washer tablets, washing up liquid, washing machine tablets (although we do provide 3 x of each as a gesture of goodwill) (6) the provision of toilet rolls (again, as a gesture of goodwill, a limited number of toilet rolls will be provided) (7) Bin liners, black bags, refuse sacks, or sanitary deposal bags; of any kind. (8) Fire lighters, fuels for any fire, excluding gas for the gas powered fires (9) Dish cloths, surface cleaning cloths, dusters, washing up utensils, or any other cleaning products (10) We do not offer any form of concierge service (11) Our sales telephone line (01285 615 615), as advertised on our website is not always manned
(21) LUXURY STATUS:
We try to never use the term "Luxury", as it is just so subjective. The word “luxury”, if displayed in any/all areas of our web site content, is not to be confused with any independent recognition widely used in the leisure/hotel industry, status, or independently assessed levels of quality or services/provisions provided, relating to hotels etc, but the term is used as a general marketing term, referring to the facilities available onsite, such as the private members spa facility, the Luxury Spa. No further inference should be drawn from the word.
Obviously the term luxury is a subjective term and different individuals will have differing views and opinions on what constitutes “luxury.” If you are in any doubt whatsoever, please check with us BEFORE you make a booking and we will be happy to provide any further clarification that may be required.
It is vitally important that we match your expectations with the product that we are actually offering and as such, we request that you clarify any points that you are unsure of, PRIOR to making a booking with us and as such, we can do our very best to ensure that your expectations are met.
(22) HOWELLS MERE & CLEARWATER LAKE:
We are delighted to announce that the Howells Mere Lake is now nearing full completion, with over 95% of the homes fully built and occupied. There is however still the possibility of some final building work taking place around the lake, we have not yet had any complaints, but we just feel that renters should be advised of the possibility, prior to making a booking.
Pets are strictly not allowed at any of our properties. Should it come to our attention that a pet has been in one of our properties, we will levy a deep cleaning charge of £ 235 + VAT. This amount will automatically be deducted from your Security Deposit. This does not apply to lodges where we accept pets, where a £ 35 surcharge will automatically be levied. ALL PRICES INCLUDE VAT AT THE CURRENT RATE
(24) ASSISTANCE DOGS:
Registered assistance dogs will be accepted free of charge in all properties in our brochure and on our website, subject to availability of suitable accommodation.
(25) EXTRA CHARGES:
Should you require a travel cot to be supplied for your booking (bedding is not supplied), then there will be a surcharge of £ 10.00 per cot required. High chairs carry a surcharge of £ 10.00 per property. All other options will be clearly shown on your invoice. ALL PRICES INCLUDE VAT AT THE CURRENT RATE
(26) SMOKING POLICY:
All of our properties are strictly non smoking properties. Should it come to our attention that smoking has taken place in one of our properties, we will levy a deep cleaning charge of £ 235 + VAT. This amount will automatically be deducted from your Security Deposit.
(27) DAMAGED TO THE PROPERTY:
The hirer is liable to the owner for any damage caused in the property during the period of hire. We and the owner(s) have the right to enter any accommodation (without prior notice if this is not practical or possible) if special circumstances or emergencies arise (for example if repairs need to be carried out). The Holiday Maker shall keep the accommodation and all furniture, fittings and belongings in the same state of repair and condition as when they arrived. The accommodation shall be left in the same standard of cleanliness and general order as it was found. The Holiday Maker shall be liable to the Property Owner for any loss, damage, costs, and expenses incurred as a result of any damage caused to the property or its contents during the duration of the holiday. Should damage occur the Holiday Maker is liable to pay reasonable costs in order to bring the property or its contents back to their original state. The Holiday Maker may be requested to pay a sum of money should damage or loss occur. This will be deducted from the Security Deposit, currently set at either £ 250, or £ 500. The security Deposit shall be paid back in full to Holiday Makers who do NOT cause any damage or loss during their stay within 14 days of departure. For the purpose of the booking agreement ‘Damage’ shall mean leaving the property dirty or untidy on the day of departure. During the booking process, Lakeside Spa Holidays will notify the Holiday Maker of the amount of Security Deposit that will be required and to whom it shall be made payable.
(28) COMPLAINTS PROCEDURE ON ARRIVAL AND OUR CONTACT DETAILS:
On arrival at your property, in the unlikely event that a Holiday Maker is disappointed with their holiday accommodation, they should make immediate contact with Lakeside Spa Holidays who will make every effort to rectify the situation. Ideally this contact should be in writing and sent via email to email@example.com, or to the postal address below, but we appreciate that you may not have access to such facilities and therefore a telephone call to our Guest Relations Manager, Jamie Moon on 07850 105 106, or to our offices on 01285 615 615. It is only fair and reasonable that you give us an opportunity to respond to your compliant and allow us to make restitution to any element of your accommodation that you may be dissatisfied with. You have our assurance that we will do everything possible to remedy the situation and ensure that you have an enjoyable stay with us. This is particularly relevant to matters concerning cleanliness of your property, as from time to time, our cleaners may miss something, after all, they are only human, so we would ask that you give us the chance to put things right. If you decide to vacate your accommodation, without first giving us a fair and reasonable chance to rectify any problem, then you hereby agree to forfeit the full cost of your holiday and you agree that no refund will be made.
If the Holiday Maker is still unsatisfied they must put their complaint in writing to Lakeside Spa Holidays no later than seven days after vacating the property in question. Lakeside Spa Holidays will consider the complaint and reply in a prompt and professional manner.
In any event, all correspondence should be address to;
Luxury Holidays (Cotswolds) Limited, Aizlewood’s Mill, Nursery Street, Sheffield S3 8GG.
We would strongly recommend that all written correspondence is sent via Royal Mail Recorded Delivery, to ensure safe receipt.
All email correspondence should be sent to;
firstname.lastname@example.org our landline telephone number is 01285 615 615 and calls are charged at your usual local/national rate.
(28.1) BENEFICIAL OCCUPANCY & COMPENSATION PAYMENTS:
Please note that should you be unhappy with any aspect of your lodge’s accommodation, or the estate in general, then these matters should be brought to our immediate attention. You have our firm commitment that we will do our very best to resolve any reasonable issues that you bring to our attention. Please note that should you not be happy with any aspect of your accommodation and yet you decide to stay at the lodge and then at a later date when you have left the property make a request for either a part refund, or a full refund of the cost of your holiday, then this will be denied and no refund, or part refund will be paid. In the interests of complete clarity, it is our policy not to provide any refunds, either in part, or in whole, by way of compensation, or any other classification, once you have enjoyed beneficial occupancy of your holiday villa. You are deemed to fully accept this and all other of the terms and conditions, should you decide to proceed with making a booking with us. Any request for a refund or part refund, or any form of compensation will be categorically refused and you and all members of your party fully accept this by agreeing to our terms and conditions.
Except where otherwise specified in these Booking Conditions neither Lakeside Spa Holidays nor the Property Owners and Managers, can accept liability for any damage, expense, injury, death or loss of any nature whatsoever suffered by any person(s) from any cause whatsoever other than, in the case of the Owner(s) and/or Manager(s) the proven negligence of him/herself or his/her employees or agents or, in our case, the proven negligence of ourselves or our employees or agents. This does not attempt to exclude negligence or breach of statutory duty.
(30) BOOKING INFORMATION:
It is a requirement of guests staying at the Lower Mill Estate, that they comply fully with the Lower Mill Estates published Rules and Regulations and that all guests familiarise themselves with these rules. It is a condition of your booking that you supply Lakeside Spa Holidays with the following information, a minimum of 14 days before your holiday start date:
- The full name, address and telephone number of the lead guest in your party.
- The registration number, colour, make and model, of the vehicle that will be entering the Estate and parked at your Lodges allocated car parking space.
- A signed acknowledgement of the Estates Rules and Regulations. This must be read by all members of your party and signed by the lead guest, to demonstrate that you all agree to the rules and regulations.
This information must be supplied within 14 days of your booking being made. Failure to provide this information may result in your booking being cancelled by Lakeside Spa Holidays and you forfeiting your deposit money.
We may make an additional charge of £ 35 to cover the extra administration in chasing this information.
(31) YOUR VEHICLE(S) & PARKING:
Your vehicle(s) and their accessories and contents are left entirely at your risk. We and the owner(s) will not be responsible for any loss or damage from or to any vehicle from any cause whatsoever other than, in the case of the owner(s), the negligence of him/herself or his/her employees or agents, or, in our case, negligence of ourselves or our employees or agents. No commercial vehicles are to be parked on any of the sites overnight. Each party is allocated a total of one car parking space, with their lodge. Additional car parking may be used in the various “overflow” car parking areas on the estate, but these are strictly limited and we cannot guarantee that there will be spaces available. We would strongly recommend that you share car spaces and that only one car enters the Estate. In the interests of keeping the Estate a safe an peaceful environment for all to enjoy, there is strict policing of car usage and car parking on site and failure to comply with the Estates rules may result in your vehicle being clamped and a release fee being levied by the owners of the Lower Mill Estate, or their nominated representatives. We would strongly urge you to familiarise yourselves with the Estates rules in relation to vehicles on the Estate.
In the interests of absolute clarity; Car parking spaces are limited on the estate and we would strongly encourage you to car share where ever possible. Most of our guests do have children (often young children) and the estate is very much a family environment and as such, we make a determined and conscious effort to keep the estate as free from vehicles as possible, for the mutual benefit, safety and enjoyment of all. Each lodge does have its own dedicated car parking space and there are further spaces available in the overflow car parks on the estate. We actively promote the use of car sharing and request that you minimise the number of vehicles for your booking. We thank you in advance for your understanding in this matter and hope that you share our view, that fewer vehicles make for a safer and cleaner environment on the estate. Since introducing this policy, we have found that the average number of cars per booking has in fact reduced and it does seem that the policy is having the intended effect, so thanks once again for your co-operation.
All submitted bookings are STRICTLY subject to the approval of the onsite security personal, (bookings may be declined by such and as such, are totally out of our control); the LME estate rules and the general conditions of the estate and/or the estate rules. The total number of vehicles per booking will be taken into consideration when considering any potential booking and we may decline bookings based on the number of vehicles for your party, if we feel they are either; excessive, may cause excessive congestion on site, or in any way may contribute negatively to the overall enjoyment and safety of the estate. Should you be in any doubt of any of these conditions then we urge you to make contact PRIOR to making any booking.
(32) COMMENTS OR CONCERNS:
YOU MUST NOTIFY ANY SHORTCOMINGS WITH YOUR PROPERTY TO THE OWNER(S) OR HIS/HER REPRESENTATIVE IMMEDIATELY SO THAT REMEDIAL ACTION, IF APPROPRIATE, CAN BE TAKEN. PLEASE REPORT ANY PROBLEMS OR CONCERNS ON ARRIVAL. IT IS ONLY FAIR AND REASONABLE THAT YOU GIVE US AN OPPORTUNITY TO RESPOND TO YOUR COMPLAINT AND ALLOW US TO MAKE RESTITUTION TO ANY ELEMENT OF YOUR ACCOMMODATION THAT YOU MAY BE DISSATISFIED WITH. YOU HAVE OUR ASSURANCE THAT WE WILL DO EVERYTHING POSSIBLE TO REMEDY THE SITUATION AND ENSURE THAT YOU HAVE AN ENJOYABLE STAY WITH US. THIS IS PARTICULARLY RELEVANT TO MATTERS CONCERNING CLEANLINESS OF YOUR PROPERTY, AS FROM TIME TO TIME, OUR CLEANERS MAY MISS SOMETHING, AFTER ALL, THEY ARE ONLY HUMAN, SO WE WOULD ASK THAT YOU GIVE US THE CHANCE TO PUT THINGS RIGHT. IF YOU DO DECIDE TO VACATE YOUR ACCOMMODATION WITHOUT GIVING US A FAIR AND REASONABLE CHANCE TO RECTIFY ANY PROBLEM, THEN YOU HEREBY AGREE TO FORFEIT THE FULL COST OF YOUR HOLIDAY AND YOU AGREE THAT NO REFUND WILL BE MADE TO YOU.
PLEASE NOTE; YOUR FAILURE TO REPORT ANY CONCERNS OR PROBLEMS IMMEDIATELY ON ARRIVAL, COMBINED WITH YOU CONTINUING TO OCCUPY THE PROPERTY FOR THE DURATION OF YOUR HOLIDAY, WOULD INDICATE YOUR ACCEPTANCE AND SATISFACTION OF THE PROPERTY AND ANY CLAIMS SUBMITTED AFTER YOU HAVE HAD THE MATERIAL BENEFIT OF OCCUPYING THE PROPERTY WILL BE CONSIDERED OPPORTUNISTIC AND WILL BE REJECTED. IF A SIGNIFICANT PROBLEM IS NOT RESOLVED TO YOUR SATISFACTION, PLEASE CONTACT US AS SOON AS POSSIBLE DURING YOUR HOLIDAY.
(33) PERSONAL HOLIDAY TRAVEL INSURANCE:
IT IS ABSOLUTELY VITAL THAT EACH GUEST TAKES OUT THEIR OWN INDIVIDUAL HOLIDAY INSURANCE. TO REITERATE, YOU ARE STRONGLY ADVISED TO TAKE OUT PERSONAL TRAVEL INSURANCE FOR YOUR HOLIDAY. IN THE UNLIKELY EVENT OF ANY DAMAGE/PROBLEM WITH/TO YOUR ACCOMMODATION, DUE TO MATTERS OUTSIDE THE CONTROL OF THE OWNERS, YOU SHOULD RELY UPON YOUR TRAVEL INSURANCE TO COVER THE COST OF ANY LOSS, OR ANY INCONVENIENCE. YOU ARE DEEMED TO HAVE TAKEN OUT ADEQUATE TRAVEL INSURANCE FOR YOUR HOLIDAY, UNLESS YOU ADVISE US IN WRITING TO THE CONTRARY, PRIOR TO YOUR HOLIDAY START DATE. PLEASE NOTE THAT LUXURY HOLIDAYS WILL NOT ACCEPT RESPONSIBILITY FOR ANY CLAIMS FOR LOSS OR DAMAGE DURING YOUR STAY, OR IN THE EVENT THAT YOU CANNOT TRAVEL FOR ANY WHATSOEVER REASON, AND YOU SHOULD BE COMPLETELY CLEAR ON THIS BEFORE MAKING YOUR BOOKING. TRAVEL INSURANCE FOR YOUR HOLIDAY IS ALSO VITAL IN THE EVENT OF ADVERSE WEATHER CONDITIONS, WHERE YOU MAY NOT BE ABLE TO TRAVEL TO REACH THE SITE, DUE TO INCLEMENT OR SEVERE WEATHER CONDITIONS. ONCE AGAIN, YOU ARE DEEMED TO HAVE TAKEN OUT ADEQUATE TRAVEL INSURANCE FOR YOUR HOLIDAY, UNLESS YOU ADVISE US IN WRITING TO THE CONTRARY, PRIOR TO YOUR HOLIDAY START DATE. IF FOR ANY REASON YOU ARE UNABLE TO TRAVEL, DUE TO ANY CIRCUMSTANCE, INCLUDING, BUT NOT LIMITED TO; A GOVERNMENT IMPOSED TRAVEL BAN ON ALL BUT ESSENTIAL TRAVEL, A TERRORIST RELATED INCIDENT, CLOSED BORDERS TO THE UK, NONE, OR LIMITED AVAILABILITY OF FLIGHTS, ROAD CLOSURES, AN OUTBREAK OF ANY VIRUS, EITHER TERROR RELATED, OR OTHERWISE, CONCERNS FOR PUBLIC HEALTH, THEN IN ANY AND ALL OF THESE EVENTS YOU MUST RELY ON YOUR INDIVIDUAL HOLIDAY INSURANCE FOR ANY AND ALL REIMBURSEMENT OF ALL MONEY PAID. FOR THE AVOIDANCE OF DOUBT AND TO BE COMPLETELY CRYSTAL CLEAR ON THIS MATTER, SHOULD YOU NEED TO CANCEL YOUR HOLIDAY FOR ANY REASON WHATSOEVER, THEN NO REFUND WILL BE MADE TO YOU AND YOU WILL FORFEIT ALL MONIES ALREADY PAID AT THE TIME OF YOUR CANCELLATION. THIS IS WHY IT IS ABSOLUTELY IMPERATIVE THAT YOU HAVE ADEQUATE PERSONAL HOLIDAY INSURANCE IN PLACE, BEFORE YOU CONSIDER MAKE A BOOKING WITH US.
IT IS 100% COMPLETELY INCUMBENT ON YOU THE GUEST/TRAVELLER TO ENSURE THAT YOU HAVE SUFFICIENT TRAVEL INSURANCE IN PLACE PRIOR TO TRAVELING. LUXURY HOLIDAYS CANNOT AND DO NOT ACCEPT ANY RESPONSIBILITY OR LIABILITY FOR CANCELLED HOLIDAYS DUE TO ADVERSE WEATHER CONDITIONS, OR INDEED FOR ANY OTHER EVENT THAT WOULD RENDER YOU UNABLE TO ATTEND YOUR BOOKED HOLIDAY ACCOMMODATION.
(34) DATA PROTECTION POLICY:
In order to process your booking and to ensure that your holiday arrangements run smoothly and meet your requirements we need to use the information you provide such as name, address, any special needs, etc. We take full responsibility for ensuring that proper security measures are in place to protect your information. We must pass the information on to the relevant suppliers of your accommodation (the lodge owner) and travel arrangements. The information may also be provided to security or credit checking companies, public authorities such as customs/immigration if required by them, or as required by law. We will not however, pass any information onto any person not responsible for part of your accommodation and travel arrangements. This applies to any sensitive information that you give to us such as details of any disabilities, or dietary/religious requirements. (If we cannot pass this information to the relevant suppliers, we cannot provide your booking. In making this booking, you consent to this information being passed on to the relevant persons.) Your data controller is LakesideSpaHolidays.com You are entitled to a copy of your information held by us. If you would like to see this please contact us. We will hold your information, where collected by us, and may use it to inform you of offers in the future or to send you brochures. If you do not wish to receive such approaches in the future, please write to us. We may also provide your details to selected third parties for similar purposes. If you do not wish to receive such approaches in the future, please write to us.
(35) ADDITIONAL OUTGOING LINEN & CLEANING SURCHARGE:
Only applied to holidays less than £ 744.00 in value, all holidays costing more than £ 744.00 (headline rate), will NOT have this fee levied. Please note that we charge a small surcharge of £ 35, this is to cover the cleaning + linen change & laundry costs for the lower price holiday slots. The charges levied at £ 35 per booking. This charge will be clearly identified and will automatically be added to your final invoice. ALL PRICES INCLUDE VAT AT THE CURRENT RATE
(36) UNREASONABLE BEHAVIOUR:
We have the right to terminate a holiday after the keys have been handed over, if the unreasonable behaviour of anyone in the holiday party is likely to cause damage, or significant annoyance to others, or damage the property, or if any of the Estates Rules & Regulations are breached. The lower Mill Estate has the right to evict any person, or persons, that contravene the Estates Rules and Regulations. In these circumstances no refund will be given. Unreasonable behaviour includes violation of the Estates noise restrictions and light pollution rules and any other of the Estates Rules & Regulations. Please note that unreasonable behaviour specifically includes smoking by any member of your party, in any of our properties.
ANY DISTURBANCE (FOR EXAMPLE NOISE) WHICH RESULTS IN ESTATE SECURITY BEING CALLED TO THE SCENE MAY RESULT IN A CHARGE BEING MADE BY THE ESTATE MANAGEMENT. ESTATE MANAGEMENT WILL ADVISE LUXURY HOLIDAYS OF THE PROBLEM AND ISSUE THE CHARGE. THE CHARGE SHALL BE LEVIED FROM THE ‘SECURITY’ DEPOSIT.
(37) GUEST CHECK OUT OBLIGATIONS:
Upon departure of your property, please can you ensure that the following conditions are fully met, as they form part of our contract.
FAILURE TO COMPLY FULLY WITH ANY/ALL OF THE CONDITIONS SET OUT BELOW WILL RESULT IN THE AUTOMATIC LOSS OF THE FULL AMOUNT OF YOUR SECURITY DEPOSIT.
REMOVAL OF All RUBBISH:
1. Please ensure that you put all rubbish, leftover food, newspapers, packaging, absolutely everything, is placed in black bin bags provided (please find underneath the kitchen sink) and that you remove the full black bin bags and dispose of in the refuge areas provided on the Estate. All waste bins must be emptied, before vacating the property.
1. Please can you ensure that the dishwasher is fully loaded and that it is set to a run cycle before you vacate the property.
2. Please remove all food items from the fridge and dispose of in the appropriate manor.
1. If you have used the oven and hob, please can you ensure that you have fully cleaned it afterwards and that it is left in the same condition as you found it, ready for our next guests.
PLEASE NOTE THAT WE NO LONGER SUPPLY BBQ'S AT ANY OF OUR LODGES.
1. If you have used the barbecue, please can you ensure that you have fully cleaned it afterwards and that it is left in the same condition as you found it, ready for our next guests.
2. Please ensure that all cooking utensils are put back into the appropriate kitchen drawers, in the kitchen area.
1. Please can you ensure that all used towels are collected and left in the bathtub of each bathroom.
2. Please ensure that all toilets have been flushed.
3. Please ensure that all rubbish is removed and disposed of in the appropriate manner. All waste bins must be emptied, before vacating the property.
1. Please ensure that all lights are switched off
2. Please adjust the central heating room thermostat(s) down to 10
3. Please ensure that all patio doors are fully closed
4. Please ensure that all windows are fully closed
5. Please can you take a good look around the property and make sure that you have not left any of your personal possessions. Please pay particular attention to items that may be inside wardrobes, bedside drawers and the bathroom areas. We will charge a standard charge of £ 55 + VAT, Plus postage, to return any items that have been left behind.
6. Please report any breakages within 24 hours of vacating the property. Any breakages that are found, that have not been reported will result in the automatic full loss of your security deposit.
7. Please can you ensure that you have not removed from the property, the SKY card from the actual SKY box. Removal of the card will result in the full loss of your deposit.
(38) BIKE HIRE:
Bike hire and other equipment hire, canoes, paddle boards etc is available to hire from the onsite Activity Hub. Details will be supplied after making a booking
USE OF THE CYCLES (BIKES) IS ENTIRELY AT THE GUESTS/USERS OWN RISK AND THE PROPERTY OWNER, OR AGENT, ACCEPT NO LIABILITY FOR ANY LOSS, DAMAGE, OR INJURY WHILST USING THEM.
(39) THE LOWER MILL ESTATE – A NATURE RESERVE:
Please note that all of our accommodation is located within an actual nature reserve and as such, you could experience the following. This could include, but not limited to: (a) flying insects within the property (b) flying insects outside the property and on the decking areas (c) crawling insects within the property (d) crawling insects outside of the property and on the decking areas (e) cobwebs within the property (f) cobwebs outside of the property and on the decking areas (g) Insect trails within the property (h) insect trails outside the property and on the decking areas (h) swan excrement outside the property on the grass areas and possibly on the decking areas (i) bird excrement outside the property on the grass areas and possibly on the decking areas (j) squashed insects within the property. (k) insect excrement within the property. (l) dead insects within the property (l) dead insects on the decking areas. For the avoidance of doubt, if you are in any way concerned about any of the above, or if you feel that any of the above could affect the possible enjoyment of your holiday, then you should not proceed with a booking with us and should seek alternative accommodation. It is also possible that you might receive a sting or bite from an inset of some kind and it is agreed that you fully accept such “risks” prior to your arrival and as a specific condition of our booking contract. That said, we have not “lost” anybody to date and we are confident that none of the above will detract from the enjoyment of your holiday and the experience of staying on a nature reserve. PS. Might be a good idea to remember to bring some insect repellent if you feel it necessary.
(40) FORCE MAJEURE:
Neither we nor the property owner can accept responsibility or pay any compensation where the performance or prompt performance of our contract with you is prevented or affected by reason of circumstances which amount to “FORCE MAJEURE”. Circumstances amounting to “force majeure” include any event which we or the owner(s) could not, even with all due care, foresee or avoid. Such circumstances include the destruction or damage of the property (which cannot reasonably be remedied to a satisfactory standard before the start of your holiday) through fire, flood, explosion, storm or other weather damage, break-in, criminal damage or any similar event beyond our or the owner control. Such circumstances also include riots or civil strife, industrial action, natural or nuclear disaster, fire, adverse weather conditions, war or threat of war, actual or threatened terrorist activity and all similar situations beyond our or the owners control.
FORCE MAJEURE / CONTINUED:
Neither the Property Owner nor Lakeside Spa Holidays shall be responsible for the death or personal injury to the Holiday Maker or any number of the Holiday Maker's party save insofar as this results from proven negligence of themselves or their employees. Neither the Property Owner nor Lakeside Spa Holidays shall be liable for any loss, breach or delay due to any cause beyond either parties reasonable control including though not limited to Act of God, explosion, flood, tempest, fire or accident, War or threat of War, sabotage, insurrection, civil disturbance or requisition, acts, restrictions, bye-laws, prohibitions or measures of any kind on the part of any governmental, parliamentary of local authority, embargoes, strikes, lock-outs or other industrial actions or disputes. Under any such case Lakeside Spa Holidays shall be entitled to treat the contract as discharged. In the event of such discharge Lakeside Spa Holidays liability shall be limited to the return to the Holiday Maker of sums paid to Lakeside Spa Holidays less an administration charge of £50 to cover reasonable expenses.
(41) ENGLISH LAW:
English Law shall apply to all contractual obligations arising out of these booking conditions. Nothing contained within these Terms & Conditions shall exclude or restrict any statutory rights which the Holiday Maker has against the Property Owner or Lakeside Spa Holidays. The Holiday Maker is a consumer and therefore neither the Property Owner nor Lakeside Spa Holidays shall be liable for losses, costs or damage suffered or incurred by the Holiday Maker as a result of failure to perform or breach by Lakeside Spa Holidays of its obligations under the conditions of this agreement.
It is expressly agreed, that if we are unable to resolve any dispute/disagreement that may arise between the two parties, to the mutual satisfaction of either party, then we agree to refer the matter to the BLACKBURN COUNTY COURT, as the Court with jurisdiction of our contract. Any application to have the matter heard by any other Court will be in direct contravention of our Agreement.
PLEASE NOTE THAT LUXURY HOLIDAYS IS NOT CONNECTED IN ANY WAY TO THE LOWER MILL ESTATE LIMITED, OR ANY OF ITS SUBSIDIARIES, OR ASSOCIATED COMPANIES. LUXURY HOLIDAYS OWN A SELECTION OF PROPERTIES AND ARE TENANTS ON THE LOWER MILL ESTATE. NOTHING ON OUR WEB SITE OR IN OUR MARKETING MATERIAL IS INTENDED TO INFER ANY CONNECTION BETWEEN LUXURY HOLIDAYS, AND THE LOWER MILL ESTATE LIMITED, CONSERVATION BUILDERS LIMITED, OR ANY OF THEIR SUBSIDIARY COMPANIES. Correct as of 01/04/20011.
(43) THE LOWER MILL ESTATE RULES & REGULATIONS:
Introduction: The Lower Mill Estate (the Estate) has been developed in conjunction with the Cotswold District Council and its consultees: English Nature, The Cotswold Water Park Society and the Environment Agency. The following rules are based on the Legal Agreement made with the Cotswold District Council agreed under Section 106 of the Town and Country Planning Act and for the protection of the Estate for Nature Conservation, Recreation and Amenity. The wildlife on the Estate is continuously monitored, with the number of breeding and wintering birds being key to the success of the development. The diversity of the species living on the reserve is also recorded in annual audits. All visitors must read the Estate Rules, Fishing Club Rules and Sailing Club Rules and be fully knowledgeable of their contents before commencing any activity on the Estate. These rules are made for the benefit of all Lessees and owners at the Estate and if properly observed will enhance the Estate making it uniquely placed in one of the most important nature conservation areas in the South West of England. We have tried to keep them to a minimum and thank you in advance for your cooperation. Estate Information and Procedures
- The Estate, at its sole discretion, retains the right to refuse admission to persons acting in an inappropriate manner who do not have a legal right to be there.
- Children remain the responsibility of their parents and must be supervised at all times.
- Dogs must be kept on a lead or at close heel at all times.
- Dangerous or aggressive dogs are not allowed on the Estate.
- All dog / cat fowling must be removed by the owner and disposed of in an appropriate manner.
- No litter shall be left on the Estate and any litter deposited shall in any event be removed from the Estate by the person depositing it.
- All recreational activities on the Estate are carried out at own risk.
- No amplified noise is allowed on the Estate.
- Access to the ‘Builders Compound’ and ‘Transport Area’ is not permitted at any time.
- As part of the Estate is currently under construction, please be aware of traffic using the roads and site access points. Only authorized vehicles are allowed on the Estate and these must follow a strict 10 mph speed limit.
MILL VILLAGE FACILITIES:
All the leisure facilities are provided for the enjoyment of residents and will be maintained by the estate. However, it is the responsibility of the residents and lessees to ensure their own health and safety whilst using the facilities. We respectfully draw your attention to the following: Swimming Pool Mill Village pool is a private outdoor swimming pool for use only by residents of Mill Village and their guests.
- The pool is open from the end of March to September and for the Christmas holiday. Please check with The Estate Office for detailed dates.
- The pool closes at 10:00pm. The underwater lights will also turn off at this time.
- Children are not allowed into the swimming pool / trampoline area unless accompanied by an adult.
- The Swimming Pool facility has no lifeguard and therefore swimming is at ‘own risk’
- Children under the age of 16 must not be able to use the pool unsupervised by an adult.
- Depth 1.2 m.
- No diving, ducking or bombing.
- No glass near the swimming pool.
- No food or drink near the water.
- Use floats with care.
- No solo swimming.
- No swimming when closed signs are showing.
- No dogs in the pool area.
- Costumes must be worn at all times.
- Shower before using the pool.
- No excessive noise after dark.
- Last user replaces cover using the rope provided.
Mill Village Swimming Pool Pavilion:
Use the changing room provided.
Shower before swimming.
By making a booking with our company, you hereby expressly agree to these Terms & Conditions in their entirety
(C) Copyright 2007 to Present | Luxury Holidays (Cotswolds) Limited T/A Lakeside Spa Holidays
Any & all references in this policy to information, or personal information is to “personal data” as defined under the General Data Protection Regulations.
Dated: January 2020 (Updated, from previous version)
Our customers & property owners must be over the age of 18 & as such, we do not collect any personal information from minors/children.
1. WHO IS RESPONSIBLE FOR MANAGING MY INFORMATION?
lakesidespaholidays.com, luxuryholidays.uk.com & all websites & brochures operated &/or produced in relation to it are owned & maintained by;
Registered office address:
Luxury Holidays (Cotswolds) Limited
28-32 St Pauls Street
United Kingdom ("we", “us” or "our")
Company registration number: 7384 4529
2. WHAT INFORMATION DO WE COLLECT?
If you choose to make a booking through us or make enquiries about a potential booking with us, we will collect details that you provide in relation to that booking or query. Information held is likely to include your name, telephone contact details, postal address, email address, age, gender, title, lead vehicle details, date of birth, information about people travelling with you, information about your booking & any additional information we may need to help meet your specific requirements.
If you choose to let your holiday property with us, we will collect details such as your name, contact details, bank account details & details regarding the accommodation you wish to let. In addition, we will collect & use photographs, videos, a description & floor plans of your property.
We also collect website usage information & do this using “cookies”.
3. HOW DO WE USE YOUR INFORMATION?
The information you provide or which we collect may be used in a number of ways, for example:
• To communicate with you, e.g. replying to emails, customer queries, replying to any questions that you may have relating to your booking
• to enable us to complete your booking (if you are booking a holiday);
• to enable us to advertise your holiday accommodation, transfer payments due to you & to provide related support services (if you are letting your holiday property through us);
• to initiate contact with owners of holiday properties who we think may want to let their properties through us;
• for statistical purposes when we evaluate our range of services;
• to personalise repeat visits to our websites or inform you about an incomplete booking;
• to obtain guest reviews
• to tell you about other products & services we think may be of interest to you (see below);
• to manage customer service queries; &
• to help us to provide details or information you may have requested
• to process your holiday payment
4. ON WHAT LEGAL BASIS WILL WE PROCESS YOUR INFORMATION?
We will always process your personal information on lawful grounds & in particular on the grounds set out below:-
PERFORMANCE OF A CONTRACT
If you make a booking through us we will use the details that you give to provide that booking to you. This information is likely to include your name, date of birth, contact details, payment details, information about people travelling with you, information about your booking & any additional information we may need to help meet your specific requirements.
If you let your holiday accommodation with us we will use the information we collect from you such as your name, contact details, bank account details & details regarding the accommodation you wish to let to perform our agreement(s) with you.
If you do not provide us with the information set out in this paragraph, then we may not be able to provide the booking or our letting services.
We want to give you the best possible customer experience whilst respecting your privacy.
We may use your name & contact details to tell you about our own products & services which we think may be of interest to you. You can ask us to stop doing so at any time.
We may use some of your personal information for statistical purposes when we evaluate our range of services.
We may share your contact information with third party market research companies who may contact you to conduct market research about our products & services.
We may share your email address with our technology providers including Google, Facebook & others (acting as data processors) for them to use on our behalf in connection with the creation of marketing & promotion for us.
Google & Facebook may also use socio-demographic information about you to identify other people like you, with similar interests to present our marketing to. This socio-demographic information is not used for any other purpose nor shared with any other party. No information about other individuals identified from these networks is shared with us at any time.
We may also share your contact details with our third party review administrator(s) who may contact you to ask for your comments on the accommodation &/or services that have been provided.
Data privacy law allows this as part of our legitimate interest in understanding our customers, marketing our services to them & helping us to provide them with the highest levels of service.
We may ask your consent to share your name & contact details with selected third party companies so that they can tell you about their products & services.
If you agree, we may also pass on your information, in certain cases, for the purposes of conducting a credit check.
You can withdraw your consent at any time.
We may also use & disclose your personal data for compliance purposes, as required by any legal or taxation authority & to the extent that we are required to do so by law or regulation.
5. WHO WILL YOU SHARE MY INFORMATION WITH?
In order to provide you with the products & services that we offer we may share your information with:
• holiday property owners, we are obliged to supply your contact information with the property owners of the holiday accommodation that you book through our website, as your contract is ultimately with the individual property owner;
• individuals who may be renting accommodation from you (if you are a holiday property owner);
• credit/debit card companies;
• our preferred insurance provider(s) (if you purchase the personal travel insurance policy we offer); &
• other third parties who we may need to work with to deliver services or fulfil your accommodation/stay on your behalf, for example, our cleaning contractors, meet & greet agents, the onsite Luxury Spa Complex, the onsite Activity Hub, & the onsite security staff/wardens for the Lower Mill Estate
• we do not share your information outside of the United Kingdom, or the EU
• we do use various cloud-based services for storing your data, but please note that none of these third parities have access to any of your data
We may also use & disclose your personal data without your permission in connection with any legal proceedings or prospective legal proceedings, to legal & taxation authorities, to prevent crime & in order to establish, exercise or defend our legal rights. In certain circumstances, this could include the supply of your personal data to the Blackburn County Court, &/or the HM Courts & Tribunals Service - Money Claim Online service, in the event of a dispute. In addition, we may share your personal data with our legal representatives, Messrs Brown Jacobson LLP, a limited liability partnership registered in England and Wales with partnership number OC306448 & a registered office at Mowbray House, Castle Meadow Road, Nottingham, NG2 1BJ, should the need arise. Should the need arise to obtain counsels opinion, then we will also share your personal data with our nominated Barristers, No5 Barrister Chambers, Registered Office Address: Fountain Court, Steelhouse Lane, Birmingham, B4 6DR. Company Registered in England No: 02727465.
6. HOW DO YOU MANAGE MY INFORMATION?
We may from time to time appoint other members of our group of companies, or third-party service providers, to help us manage efficient systems within the business.
We will only transfer your information to service providers who help manage our systems, or overseas, where we are satisfied that this is lawful & that adequate levels of protection are in place to protect the integrity & security of any information being processed & in compliance with applicable privacy laws.
If we transfer your personal data to service providers outside the European Economic Area then we will always use a lawful method to do so. In the case of transfers to the USA this may be either the “Privacy Shield” Programme or an agreement in a form approved by the European Commission. In the case of transfers to other countries outside the European Economic Area then this will be an agreement in a form approved by the European Commission.
7. Updating Your Details?
If you would like to change any of your preferences relating to the way in which we may use your information for direct marketing, then please update your user preferences or send an email to email@example.com or contact us at Luxury Holidays (Cotswolds) Limited, Leigh House, 28-32 St. Pauls Street, Leeds, LS1 2JT. United Kingdom.
Alternatively, you can telephone on: 01285 615 615.
8. HOW LONG WILL WE HOLD YOUR INFORMATION FOR?
We have a system of retention periods in place to ensure that your information is only stored whilst it is required for the relevant purposes or to meet legal requirements. Where your information is no longer required, we will ensure it is disposed of or deleted in a secure manner.
9. YOUR RIGHTS
You have the right to ask us at any time:-
• to confirm whether we hold any of your personal data;
• to send you a copy of any personal data that we hold about you;
• to correct any inaccuracies in your personal data & to add relevant details where the personal data we hold is incomplete;
• to delete (to the extent possible) any of your personal data, where we are required by law to do so;
• to stop processing your personal data, where we are required by law to do so;
• to let you have a portable copy of the personal data we hold about you, where we are required by law to do so;
• to stop processing any of your personal data that we process on the basis of our legitimate interests; &
• to stop sending you marketing material. However please note that we may continue to send you service related (i.e. non-marketing) communications, such as email updates
Where we have reached a decision that affects you by processing your personal data automatically then you have the right to speak to someone to discuss that decision.
We do not use your personal data for the purpose of profiling.
Where we process your personal data on the basis that you have given us your consent to do so then you may contact us at any time to withdraw your consent
If you wish to exercise any of these rights, or wish to object to our use of your personal information, please write to us at the address given below.
The Data Protection Co-ordinator
Luxury Holidays (Cotswolds) Limited
28-32 St Pauls Street
Or by email to: firstname.lastname@example.org
10. DOES THE NOTICE APPLY TO LINKED WEBSITES?
Our websites may contain links to other websites. This privacy notice only applies to this website so when you link to other websites you should read their own privacy policies.
11. WHEN DO YOU MONITOR TELEPHONE CALLS?
We may from time to time record telephone calls you have with members or our staff for training purposes & to improve the quality of our service.
12. HOW DO WE UPDATE THIS PRIVACY NOTICE?
We keep our privacy notice under regular review & we will place any updates on our webpage.
13. WHO CAN I CONTACT IF I HAVE QUERIES ABOUT THIS PRIVACY NOTICE?
You can also contact us directly if you have any questions about our privacy notice or information, we hold about you.
Please write to us at the address given below.
The Data Protection Co-ordinator
Luxury Holidays (Cotswolds) Limited
28-32 St Pauls Street
Or by email to: email@example.com
Or call on: 01285 615 615
If you are dissatisfied with our handling of any complaint you also have the right to raise concerns with The UK Information Commissioner: https://ico.org.uk