TERMS & CONDITIONS

Booking Terms, Conditions & Information

Bookings made directly via this website or the Stay Country (the management company) website form an agreement between the owner and the guest.

Prior to booking and arrival the below terms, conditions and information should be read as these form part of the agreement between yourself (the guest) and the owner.

BOOKING INFORMATION

Important information about your holiday. Please read the following information carefully. If there is any information not covered which you wish to know please do not hesitate to contact a member of the Stay Country team (Kate 07919628198, Alex 07813786542 or Liz the owner).

Property specifics- These include check in times, parking, access, check out times, sleeping arrangements, occupancy details, property layout, and inventory details, all of which can be found on your property listing on the Stay Country website, or the Manor Farm House Cotswolds website. You will receive property details via the pre arrival check in email, as soon as you have paid in full.

Sleeping arrangements, occupancy, travel cots and high chairs- Under no circumstances should the maximum number of guests listed be exceeded, e.g. Manor Farmhouse, 10 guests (excluding infants), The Cart Shed 2 guests (excluding infants), and Bredon Hill Shepherds Hut 2 guests. Babies sleeping in travel cots do not count towards the total number of guests permitted. All properties have one travel cot and one highchair (excluding the Shepherds Hut). Bed linen and towels are provided at no extra charge at all properties. Where a travel cot is provided at a property, this will not include cot pillows, blankets or duvets.

Gardens- All properties have their own gardens or courtyards. If you require a secure outdoor space suitable for children or pets, this will be stated in the property description. Some garden walls may be low enough in height that pets or children may be able to jump or climb over them. If you are concerned about this, please check with us before you book.

Cleaning- Between each guests stay the properties are thoroughly cleaned by professional cleaners. The cost of the property cleaning is included in the payment of your holiday home. Should additional cleaning need to be carried out after check out the cleaners will charge an additional cost of £50 per hour, these costs will be passed to the guest. If you would like to arrange a mid stay clean or linen refresh this is no problem at all and can be booked directly with us at Stay Country 07919628198.

Security Deposits- A security deposit of £100 may be required prior to booking completion. This will be charged at the time of booking or by special arrangement. Once you have checked out the house keeping team with carry out a inspection and providing there is no damage, missing items or extra cleaning time required this deposit will be transferred back to the guest 48 hours after your check out (please be mindful that depending on your provider it may take time for this deposit to reach your account). Should damage, missing items or additional cleaning time be required the damage deposit will be held until a reasonable solution between guest and owner can be reached.

Breakages, damage, unreasonable behaviour and Minor Incidents- Accidents happen! We understand that sometimes breakages and damages can accidently occur, in these circumstances we ask that you report these to the owner or to Stay Country asap. These incidents will be dealt with by the owner and/or the Stay Country team on a case-by-case basis in an practical and reasonable manner. There may be cases where the guest will be liable to replace or pay for any damages. Guests who have paid a security deposit as part of your booking will have their security deposit held or charged an additional fee for any damaged or missing items.

Behaviour of guests (or anyone invited to the property by the guests) towards staff, neighbours or other guests which is deemed, offensive or unreasonable it treated seriously. Owners, house managers and any member from the Stay Country team reserve the right to decline access to the property prior to check in or to ask guests to vacate the premisses earlier than scheduled. The owner and the team at Stay Country work hard to ensure that the property is in good order in time for your stay, however minor incidents may occur such as a fuse trips, a power cut or blown bulb. Please make a member of the team aware of the issue, we are on hand to help and resolve issues throughout your stay.

Fuel and utilities- The cost of all gas, electric and water is included in your booking payment. In properties with log burners or open fires a supply of logs, kindling and firelighters is provided although this is not an endless provision. Should you require more of these items during your stay please contact us and we can arrange delivery at an additional cost. Should you experience an interruption of any public utility during your stay please report this to Stay Country and/or the owner or house manager as soon as possible so the problem can be reported to the utilities company as soon as possible. The utility company may not able to resolve the issue in a timeline which fits with your stay, these cases are not subject to compensation. Adequate travel insurance is always advised should an incident of this nature occur.

Electric and hybrid vehicle charging- Charging of electric vehicles at any Stay Country property is not permitted, unless prior agreement with the owner or Stay country.

WIFI & Appliances- Wi-Fi details and appliance instructions are listed in the properties information folder. All Wi-Fi is provided free of charge. The availability of the Wi-Fi is dependent on the supplier and cannot be guaranteed, in the event of failure compensation payment are not completed. Should you require Wi-Fi of a specific speed please contact us for these details prior to your stay. All properties, unless otherwise stated in the listing details have a TV, cooker and a fridge, freezer (excluding the Shepherds hut which has WIFI, grill oven and a gas hob). Gas appliances in the UK by law must be installed and maintained by Gas Safe engineers and a copy of these reports can be provided on request.

Special requirements- We would be delighted to help make your stay special. If you have any special requirements such as celebration decorations, hampers, event bookings, etc we are on hand to assist. These can be organised with the owner or the Stay Country team at an additional cost. Cost depends on the requirement. If there are special requirements to make your stay more comfortable such as extra highchairs, pillows etc please contact us and where ever possible we will organise this for you.

Pets- Pets are welcome at The Farmhouse and The Cart Shed but NOT The Shepherds Hut, a small additional charge this covers additional cleaning time and hypoallergenic products. When bringing a pet on holiday with you we ask that the following pet rules are followed-

-Please do not allow pets on any furniture including beds

-Please do not leave pets unattended in the property

-Please clean up any mess before leaving

Guests with pet allergies should be aware that despite thorough cleaning procedures and specific cleaning products we cannot guarantee that allergies will not be affected. You are responsible for your pet’s safety and must insure they do not come to harm or cause any damage to the property and its contents. If you take a pet to a property which does not allow pets you may incur a fine of £50 per pet. Registered guide dogs and support dogs are allowed in all properties regardless of the listing details. If any guests have an allergy to pet hair we cannot guarantee that a guide or support dog has not previously stayed in the property.

Bookings- We work very hard to achieve great customer satisfaction, however if there is anything which you are dissatisfied with during your stay please inform us before you check out. We always aim to resolve any issues which are causing dissatisfaction as soon as possible.

Upon booking completion, you accept these terms and conditions. The person booking the property must be over the age of 18 years of age at the time of booking. By making the booking you confirm that you are responsible for making the payment due to us and are agreeing to the terms and conditions on behalf of all other members of your party. Upon booking completion, we aim to provide written conformation via email as soon as reasonably possible. Once this booking email is sent you have entered into the binding contract between yourself and the owner. Stay Country on behalf of the owner has the right to refuse any booking prior to sending conformation. In this situation we will inform you as promptly as possible. At the time of booking you should pay 20% to secure the booking and the balance will be due 30 days prior to arrival.

If you wish to book a property for the use of photo shoots, or filming this must be agreed with the owner prior to your booking. The owner will provide written consent for filming or photo shoots for the purpose of advertising, promotion, product placement, or marketing of any time.

Pricing- The owner and Stay Country reserves the right to at any time change the nightly prices on any unsold dates. Additional costs on bookings such as pet fees, cleaning fees etc. can also be amended at any time.

Guests are prohibited from subletting the property or allowing any other persons stay that were not prior excepted by the owner. If the owner, house manager or the Stay Country team believe you are acting unlawfully or are in breach with any of these booking term and conditions you can be refused access to the property or asked to leave immediately. This will be treated as a refund by you and you will not be entitled to a refund. The owner or Stay Country is not liable for any costs of alternative accommodation, travel or any other costs incurred due to being asked to leave the property. The owner, or Stay Country team must be allowed access to the property during reasonable hours with consent from the guest, except in the event of an emergency where they may enter with out prior agreement at any time. Should a problem occur which requires a tradesman or engineer to be called out during your stay, the owner and Stay Country reserves the right to book this tradesman in reasonable hours during the dates of your stay. If the guests request an engineer or tradesman due to a problem but it transpires to be non-existent or caused by the guest, you will be liable for the cost of this tradesman/engineer call out.

Any changes to confirmed bookings including change of dates, We understand that sometimes guest bookings need to be cancelled, in this situation you must contact us as soon as possible. The day you notification of cancellation comes through we will cancel the booking on our system. You will be entitled to a total refund minus a £30 cancellation fee based on the number of days before your check in date. More than 14 days prior to check in = total refund minus £30 cancellation charge 14-7 days prior to check in = 50% refund minus £30 cancellation charge 7 days or less prior to check in = 80% refund minus cancellation charge On the day cancellation = no refund Refunds are based on whole cancellation. No refunds can be issued on a per person basis.

Circumstances beyond the control of the Owner- In the event that a cancellation has to be made due to circumstances outside of the control of the owner, Stay Country or House Managers no refund, compensation, expenses or costs will be payable to guests. On some occasions an agreement may be negotiated with the owner directly. Such circumstances include acts of God and includes, but is not limited to, the failure of public utilities (including both intermittent and total failure) such as water, gas and electricity; flood, drought, earthquake or other natural disaster; epidemic or global pandemic; terrorist attack, civil war, civil commotion or riots, war, threat of or preparation for war, armed conflict, imposition of sanctions nuclear, chemical or biological contamination or sonic boom; collapse of buildings, fire, explosion or accident.

Major changes or cancellations by Stay Country or the Owner- Stay Country and the owners do not expect the need to cancel or change bookings. However sometimes situations occur which require changes and cancellations to be made. The owner reserves the right to be able to cancel or change bookings although this is not expected. You will be contacted as soon as reasonably possible. We will explain the situation and the consequential cancellation or change. You are required to let us know if you except and suggested changes to bookings. In the event of a cancellation or a significant change that is not acceptable to you, we will refund your booking in full. If you fail to inform us if the changes are acceptable, we have to assume that the booking is cancelled and will issue a full refund. The owner and Stay Country are not liable for any other changes, cancellation costs or expenses incurred by the guest due to the changes or cancellation of the booking.

Hot Tubs- All hot tubs are maintained and managed under strict standards compliant with HSE standards. Between every guest stays the hot tubs are fully emptied, the filters are changed, the tub lining is scrubbed with appropriate cleaning products, the tub is re filled, chemicals are added, after a set time the tubs are tested to ensure correct chemicals. Every effort is made to have the hot tubs up to temperature for arrival, but this is not always possible. In this case the tubs will be ready for use later in the evening or the following morning. No compensation or refund is payable unless the hot tub is faulty. Information about using a hot tub safely is provided in the guest information pack at the property.

General Liability- Stay Country acts as a management service on behalf of the owner. Therefore, they cannot accept liability for any act of negligence by the owner or anyone representing on behalf of the owner. Stay Country can not accept liability for noise disturbances outside the property.

Complaints- The owner and Stay Country take great pride in the properties and do everything reasonably possible to ensure guests have a thoroughly enjoyable stay. Very rarely things can go wrong. Stay Country are on hand to help and will always aim to rectify any problems as soon as reasonably possible. It is essential that you report any complaints as soon as possible during your stay, and give Stay Country, the owner or the appointed house manager the opportunity to rectify the issue. Any issues which are raised as a complaint after your stay will not result in any compensation. Whilst Stay Country will act alongside the owner to rectify any issues as promptly as possible Stay Country takes no legal responsibility for your property or personal items. Any tradesman which need to be appointed to attend the property but be authorised by the owner.

Privacy and your information- In order to process your booking we will need to collect and process personal information. This information is stored in line with GPDR.

Changes or cancellations by the guest- Wherever possible the owner and Stay Country will always aim to assist changes required by guests to any confirmed bookings. We can not guarantee that the property owner or other existing will allow for your requested alterations to be met. Any changes to confirmed bookings including change of dates, additional guests, additional pets etc. may incur an extra fee which guests are liable to pay. Any extra fees will be highlighted to you before the changes are made. You must then advise Stay Country as soon as possible if you would like to go ahead with changes and the related additional charges (if applicable). We understand that sometimes guest bookings need to be cancelled, in this situation you must contact us as soon as possible. The day you notification of cancellation comes through we will cancel the booking on our system. You will be entitled to a total refund minus a £30 cancellation fee based on the number of days before your check in date. More than 14 days prior to check in = total refund minus £30 cancellation charge 14-7 days prior to check in = 50% refund minus £30 cancellation charge 7 days or less prior to check in = 80% refund minus cancellation charge On the day cancellation = no refund Refunds are based on whole cancellation. No refunds can be issued on a per person basis

Circumstances beyond the control of the Owner- In the event that a cancellation has to be made due to circumstances outside of the control of the owner, Stay Country or House Managers no refund, compensation, expenses or costs will be payable to guests. On some occasions an agreement may be negotiated with the owner directly. Such circumstances include acts of God and includes, but is not limited to, the failure of public utilities (including both intermittent and total failure) such as water, gas and electricity; flood, drought, earthquake or other natural disaster; epidemic or global pandemic; terrorist attack, civil war, civil commotion or riots, war, threat of or preparation for war, armed conflict, imposition of sanctions; nuclear, chemical or biological contamination or sonic boom; collapse of buildings, fire, explosion or accident.

Major changes or cancellations by Stay Country or the Owner- Stay Country and the owner do not expect the need to cancel or change bookings. However sometimes situations occur which require changes and cancellations to be made. The owner reserves the right to be able to cancel or change bookings although this is not expected. You will be contacted as soon as reasonably possible. We will explain the situation and the consequential cancellation or change. You are required to let us know if you except and suggested changes to bookings. In the event of a cancellation or a significant change that is not acceptable to you, we will refund your booking in full. If you fail to inform us if the changes are acceptable, we have to assume that the booking is cancelled and will issue a full refund. The owner and Stay Country are not liable for any other changes, cancellation costs or expenses incurred by the guest due to the changes or cancellation of the booking.