Menagerie House Booking, Cancellation & Payment Terms and Conditions

1.    DEFINITIONS

a.    ‘We’, ‘Us’, ‘Our’: to Menagerie House Limited, company number 13939224, registered address 2 CLIFTON MOOR BUSINESS VILLAGE, YORK, NORTH YORKSHIRE, YO30 4XG, ENGLAND, stay@menageriehouse.co.uk, 07824849413

b.    ‘You’: the person who makes the booking and enters their name and address into Menagerie House’s online booking system or gives this information over the phone when making a telephone booking.

c.    Property: Menagerie House, 18 Fetter Lane, YO1 6EH, referred to in the booking confirmation.

d.    Terms: the terms referred to in this document and any other terms given to you by Us.

e.    Accommodation: the accommodation provided to you at Menagerie House for a set period detailed in your Booking and agreed by Us.

f.     Booking: your request for accommodation made through our online booking portal, email or over the telephone.

g.    Check-in date: the date and time at which your accommodation booking begins at the property.

h.    ‘In Writing’ or ‘Written’: includes correspondence via email unless we state otherwise.

2.    GENERAL TERMS AND CONDITIONS

a.    You must be 25 years of age or over when the booking is made.

b.    We reserve the right to refuse the booking for any lawful reason.

c.    You may occupy the property solely for the purpose of a holiday (as defined in the Housing Act 1988, Schedule 1, Paragraph 9) and it is understood that no assured shorthold tenancy, statutory periodic tenancy, or any other type of tenancy will arise other than a holiday letting.

3.    BOOKING PROCEDURE

a.    Bookings are made via Our website booking portal or via the telephone/email.

b.    All bookings require full payment at the time of booking.

c.    All bookings require a debit/credit card to be registered in the event of damage during your stay (See Clause 5)

e.    At the point of payment, a contract is formed between You and Us.

f.     Contact us immediately if any information which appears on the booking confirmation is incorrect or incomplete.

4.    PRICES AND PAYMENT

a.    Payments can be made in UK sterling by bank transfer, credit or debit card.    

5.    DAMAGE DEPOSIT

a.    Card details are recorded at the time of booking in the event of damage or breakages to or at the Property, its contents, or grounds. Any additional cleaning required over the time allowed for a standard departure clean, replacement of lost or non-returned keys (and replacement of locks if necessary), a penalty fee and the cost of professionally cleaning the soft furnishings where the no smoking rule has been ignored, replacement of soiled mattresses linens and towels, the cost of telephone calls if applicable (over and above the stipulated amount of calls included as part of the booking), call out charges incurred, late departure or early arrival(if not agreed), over occupancy of guests or pets.

b.    We will notify you of any damage or breakages noted along with images provided by us (where applicable) within 10 working days of your departure from the Property.  In the event of minor breakages (e.g., glasses), the item(s) should be replaced like for like or cash left for replacement.

d.    If there is a delay in obtaining an invoice (for instance if repairs are involved), we will charge the security deposit or a proportion of it and will refund any excess to your debit or credit card once we receive the final invoice.

e.    We will liaise with you to resolve any security deposit issues within four weeks following your departure from the Property unless we are awaiting bills for the completion of works/replacement of goods related to damage. 

6. YOUR OBLIGATIONS

a.    You must arrive and depart within the check-in and check-out times stipulated for the Property unless special arrangements have been agreed in advance with Us.  Failure to check out on time may result in additional charges of £50 per hour after agreed check-out time up to 12 mid-day and full nightly charge thereafter.

b.    You must keep the Property and all furniture, fittings, facilities, equipment, and grounds in the same state of repair and condition as at the date of your arrival and in the same state of general order in which they were found. We reserve the right to make a deduction from your security deposit for any additional cleaning required over the usual number of hours committed to departure cleaning.

c.    Mattresses are checked after every booking. In the event of a mattress being soiled, you will be charged for a new mattress or sanitisation if the latter is viable.

d.    You will be charged for the cost of replacing bed linen and towels with permanent staining, including those from fake tan and/or make up.

e.    You must promptly report us any breakages or damage and you will be responsible for payment of any breakages, loss, or damage to the Property and/or its grounds or contents caused by you.  In the event of minor breakages (e.g. glasses), the item(s)should be replaced like for like or cash left for replacement.

f.     All of the property with the exception of the courtyard is strictly no smoking and if you fail to observe this prohibition you will be charged a penalty in addition to the cost for the cleaning of soft furnishings and any other additional cleaning required to remove all traces of smoke from the Property.

g.    You are responsible for the neighbourly and appropriate behaviour of your party. Should you or a member of your party abuse the Property or display dangerous, disrespectful, offensive or rude behaviour to our representatives or any third parties (e.g., neighbours), undertake any illegal activity, or any activity which may cause damage, or unreasonable noise or disturbance we reserve the right to require the person(s) concerned to leave the Property.

h.    You are responsible for you and your party maintaining acceptable levels of noise at the Property and within the grounds and vicinity of the Property particularly between the hours of 10.00pm and 8.00am. In the event of you or any member of your party breaching this responsibility, we reserve the right to ask you to vacate the Property.

i.      Any changes to your party should be notified to us. In addition, you must not exceed the maximum number of guests permitted to occupy the Property as stated in your booking confirmation, exceed the maximum number of guests the Property accommodates or sublet the Property without notifying us and note this may be subject to additional terms and conditions.

j.      For low occupancy bookings, only the number of bedrooms agreed at time of booking will be made available. 

k.    If you intend to organise a function (e.g., party, wedding or other event) at the Property, you must seek prior permission from us. A facility fee and an increased security deposit may apply at our discretion.

l.      You must adhere to the policy on pets set out in paragraph 14 below.  One to two small to medium-sized dogs are welcome at the Property but you must not exceed this number.

m.  In the event of any breach of the obligations of this paragraph f you may be asked to vacate the Property and in these circumstances the booking contract will come to an end immediately without any refund of payments made by you or any compensation for early termination.  You will be liable for any costs or damages stipulated in these Booking Terms and Conditions caused by your breach and such costs and damages can be charged to the security deposit.

7. OUR LIABILITY

a.    We do not accept liability for any loss, damage, injury, or death howsoever caused to you (or anyone in your party) or to your vehicles or personal Property in circumstances where we have not been negligent. Any valuables left at the Property are left at your own risk. It is your responsibility to ensure that all doors and windows are closed and locked when leaving the Property or when in the grounds. You should take out adequate travel insurance (including liability for accidental damage to the Property, cancellation cover and medical and emergency expenses) prior to the commencement of your holiday.

b.    Children within your party should always be monitored by you and it is your sole responsibility to check the suitability of any children’s equipment which is provided at the Property as we cannot accept any responsibility for its use.

c.    We are not responsible for noise or disturbance originating beyond the boundaries of the Property.

d.    We cannot be held responsible for the failure or interruption of the supply of water, gas, electricity or broadband to the Property or the removal of wastewater from the Property or for the breakdown of domestic and mechanical equipment such as heating or plumbing systems, boilers systems. In such circumstances, we
will take all reasonable steps to reinstate the supply or service or repair any equipment as soon as practicable.

e.    No responsibility is accepted for any failure of broadband service, nor can a minimum speed be guaranteed.

f.     All bookings and other arrangements made by us on your behalf with third parties (e.g., catering services) are subject to the terms and conditions imposed by those third parties. We do not take any commission for introducing you to such third parties or their services nor do we act as an agent on their behalf and in such circumstances, we do not accept responsibility for these third parties or the services they provide.

g.    We are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the booking was made, both we and you knew it might happen.

h.    We cannot accept liability or pay any compensation where performance of our obligations to you is affected or prevented by, or you otherwise suffer any damage, loss, or expense of any nature because of force majeure.

8. ACCESS TO THE PROPERTY

a.    We, the Owner, or Our representatives have a right to access the property at any reasonable time during your stay to carry out essential maintenance or undertake essential checks. We will endeavour to give reasonable notice to You.

9. COMPLAINTS

a.    If you experience a problem related the property whilst you are on holiday you should contact us promptly, (our details can be found in the property information book and booking information received via email), to allow us an opportunity to rectify the matter.

b.    In the unlikely event that any problem is not resolved to your satisfaction during your holiday, you should send us written details of your concern by email or letter within seven days of your stay.

c.    We cannot accept complaints unless this procedure is followed. Complaints received after your holiday will not be accepted if we have not had prior notification of them and been given the opportunity to put matters right.

10.     ALTERATIONS TO A BOOKING

a.    The dates of a booking may be changed providing the Property is available for the new dates and we accept the new booking.  Any difference in price must be met by you or will be refunded to you on confirmation of the new booking.  Otherwise, the original booking will be treated as a cancellation and the terms at paragraph 11 will apply.

11.     CANCELLATION OF A BOOKING

a.    Cancellation by you of your booking must be given in writing and receipt must be confirmed by us. The effective date of cancellation is the date we receive your notification and the cancellation charges detailed in 11.d will apply.

b.    If you cancel, we will endeavour to obtain a replacement booking. If a replacement is obtained, we will refund all monies paid by you for the rental, less any difference between the total price you paid or would have paid for the rental and the price paid by the replacement guest.

c.    If you notify us in writing more than 56 days before the holiday start date that you wish to cancel, all monies will be refunded. If you notify us 56 days or less before the holiday start date the cancellation charge is 100% of the holiday price.

d.    Where bookings have also been made with third parties (e.g. for catering or transport services) you may be liable for any cancellation charges set out in their terms and conditions.

e.    Acceptance of the cancellation of part of a booking is at the sole discretion of us and if accepted will be subject to the terms of this paragraph 11.

f.     We recommend that cancellation insurance is taken out when making a booking.

12. ALTERATIONS BY US

a.    In the interest of continual improvement, we reserve the right to make minor modifications to furniture, amenities, and facilities without any prior notice.

b.    We reserve the right to amend prices due to errors or omissions. You will be notified immediately and have the right to cancel the booking if the amended price is significantly higher than the original price quoted, and we will refund to you all payments you have made in respect of the booking.

13. NON-AVAILABILITY OF THE PROPERTY

a.    In the unlikely event that the Property is not available on the date booked (owing for instance to essential repairs, flood or fire damage or unforeseen termination of our agency agreement with the owner), a refund of all monies paid by you to us will be made, or a proportion of the cost of the booking in the case of a curtailment.

14. DOGS

a.    A maximum of two small/medium sized well-behaved dogs are welcome at the Property subject to the conditions set out in paragraph 14.b.  There are no specific modifications to the Property or facilities at the Property to accommodate dogs. 

b.    In the event of you breaching the obligations of this paragraph 14.b, you may be charged a penalty fee or asked to vacate the Property and the booking will terminate immediately without any refund or compensation, but you will continue to be responsible for any costs stipulated in these Booking Terms and Conditions and we have the right to deduct such costs from the security deposit. You must not exceed the number of dogs allowed in the property unless by prior agreement with the Us, details of each dog staying at the Property must be included in the reservation at the time of booking or added by contacting Us before arrival, dogs must not be left alone or unattended in the property, dogs are not allowed in any bedrooms or on any furniture. Any mess caused by dogs inside or outside the property must be removed and disposed of in a sanitary manner, including dog hair, dog poo etc., you are responsible for any damage caused by the dog to the property either externally or internally or if extra cleaning is required costs incurred by the us will be deducted from your security deposit.

c.    We cannot be held responsible for the safety of your dog whilst staying at the property. 

15. ACCURACY

a.    Whilst we keep our illustrations, photographs, and other imagery as up to date as possible, any illustrations, photographs and other imagery displayed are for illustrative purposes only and subject to change.

b.    The contents of our website and any online or offline marketing materials have been prepared in good faith. We will inform you of any significant changes at the time of booking or as soon as possible afterwards if you have already booked, but we shall not be liable for any minor or insignificant inaccuracy in descriptions and information.

c.    The activities that may be shown in our literature are outside our control and are not supplied by us. If you wish to carry out any activity at or near the Property, we strongly recommend that you book the activity with the relevant provider.

 17. THE LAW

a.    These Booking Terms and Condition and the booking contract to which they apply are governed in all respects by English Law and will be subject to the jurisdiction of the English Courts.

 18. ENTIRE AGREEMENT AND SEVERANCE

a.    The booking contract incorporating these Booking Terms and Conditions constitutes the entire agreement between us and supersedes any previous agreements or conditions.

b.    If a court finds part of these Booking Terms and Conditions to be illegal, the rest will continue in force. Each of the paragraphs of these terms and conditions operate separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

19. QUESTIONS OR COMPLAINTS

a.    You can contact us by telephone on 07824849413, by email stay@menageriehouse.co.uk