Terms and Conditions

TERMS AND CONDITIONS

CONTRACT

Hemera Holidays Ltd are a Booking Agent, responsible for the marketing of privately owned holiday let properties.

This is a legally binding contract between the property owner and holidaymaker. Hemera Holidays, will manage the booking until the day of the holiday, when responsibility then passes to the owner of the property.

The holidaymaker is the person who signs the booking form or, in the case of online booking, the person who makes the online payment. This person is responsible for ensuring all members of the holiday party accept and adhere to these terms and conditions.

By making a reservation you are deemed to have accepted our terms and conditions.

The contract will be subject to the following booking conditions.

BOOKING

The holidaymaker making the booking agrees that they are authorised to make this booking on behalf of all persons who shall be renting the property and agrees to take full responsibility for the property and the payment of any rental fees or damages. At least one person in the party must be over 18 years of age.

OCCUPATION OF THE HOLIDAY PROPERTIES

An extra charge applies for the use of sofa beds per rental.  This may vary by property.

Please note that all persons aged 2 and over must be allocated a bed.

The property owner reserves the right to enter the property, at a reasonable time, in the event of an emergency or remedial repair work being required.

The property owner is entitled to ask the holidaymaker to leave the property without any refund if, in the property owner’s opinion, the behaviour of the holidaymaker and/or his/her party is unacceptable.  Or, the rules of COVID are not being adhered to.

The property owner reserves the right to refuse entry to anyone, who in the property owner’s opinion is not suitable to or capable of taking charge of the property.

If it is found that more people than agreed are using the property, this will be considered a breach of contract and the holidaymaker and his/her party will be asked to leave immediately without any refund. Sub letting or assignation of the let is prohibited.

SECURITY DEPOSIT SCHEME

We use the Security Deposit Scheme.  This means that 3 days before your arrival our card service provider (Holiday Rental Payments) will “hold” off £100 from the card used at the time of booking.  Providing that all terms and conditions of this agreement have been met, specifically but not exclusively covered under “CARE OF THE PROPERTY ” and “BREAKAGES, DAMAGES OR MISSING ITEMS”. The Security Deposit will be released back to your card within 7 working days of your departure, providing the property is left as it was found.  

PERIOD OF HIRE

The prices quoted are per property, per week or short break on a self-catering basis.

Welcome baskets may be provided by the owner of the property with their compliments,  and does not form part of the price of the accommodation.  Hemera Holidays cannot guarantee that every owner provides a welcome basket.

Arrival and Departure days and times vary from property to property.  Please ensure you check your booking confirmation and also your arrival instructions to ensure you have the correct details, for the property you are staying in.

PRICES

All published rates include VAT where applicable (and local taxes) at the current rate. Rates are per property per stay. Rates quoted are correct only for the specific number of guests and dates shown. Should you change the number of guests or dates then the rates are subject to change.

There is a small booking fee which is non-refundable in cases of cancellation.

ACCOMMODATION BOOKING DEPOSIT

A deposit is payable at the time of booking.  This is 25% of the cost of your holiday, together with the booking fee.  Non-payment of the balance of the rental on or before the due date shall be construed as a cancellation of the contract by the holidaymaker.  For bookings made less than eight weeks before the commencement of the rental, the total rental fee is payable at time of booking.

PAYMENT

Payments can be made using our online payment facility through our Merchant Account via a credit or debit card. Credit/Debit card details are entered on a secure page and details are transferred using SSL technology.  Payments can also be made over the phone or by BACS.  Cheques are not accepted

CHANGES

Changes to the date of your booking will only be accepted (subject to availability) if the request is made no less than six weeks prior to the date of your arrival. All changes will incur a £25.00 handling charge.

CANCELLATIONS – BY HOLIDAY MAKER

Any cancellation made by the holidaymaker, for whatever reason, must be in writing before 8 weeks of the holiday. There will be a £35 administration fee for all cancellations. 

We will endeavour to re-let the property, however, in the case where we can’t the following scale shows the percentage of your holiday payment that will be retained:- 

1 week or less – 100%
2 weeks or less – 90%
3 weeks or less – 80%
4 weeks or less – 60%
6 weeks or less – 50%
8 Weeks or less – £35 

Hemera Holidays’ strongly recommend that the holidaymaker takes out insurance against cancellation. 

To cancel your holiday with us simply drop us an email stating your booking reference and details of your holiday, together with the fact that you wish to cancel and we will do the rest, cancelling your holiday and arranging your refund, in line with the above scale.

Cancellations made before the 60 days will be subject to a £35 administration fee – all monies will be returned to the card / bank account originally used to pay for the holiday, on the 15th of the following month.

We are unable to return money to a different account, or account holder.

CANCELLATION – BY THE PROPERTY OWNER

The property owner will endeavour to make sure the stated property is available for the dates contracted. In the unlikely event the property becomes not available and the property owner has to cancel the booking, the property owner will endeavour to find the holidaymaker suitable alternative accommodation.

If suitable alternative accommodation cannot be found, the holidaymaker shall be entitled to a full refund. The property owner shall only be liable to return the monies received. No compensation or consequential losses shall be paid by either the property owner or Hemera Holidays Ltd.

CANCELLATION – DUE TO THE COVID PANDEMIC

Should the holiday be cancelled because the Government has closed the holiday market and / or a park in the UK the full cost of the accommodation will be refunded.  The  booking fee and damage protection insurance is not refunded.  The is between £20 and £50 depending on the no of guests and size of the property.

SERVICES

Rental charges generally include bed linen, towels for your use during your stay. Beds will be made up prior to your arrival and linen and towels will be changed at the end of each rental. Additional cleaning/bed linen is available at an extra cost; Electricity, Gas/LPG and water are included within the rental charge.

You will need to bring some extra towels if you have a hot tub with your accommodation.

CARE OF THE PROPERTY

The holidaymaker, shall take all reasonable and proper care of the property and its furniture, pictures, fittings and effects in or on the property and leave them in the same state of repair and in the same clean and tidy condition at the end of the rental period as was found at the beginning. No candles or any other ignition sources are to be used in the properties.

FIXTURES AND FITTINGS

All fixtures, fittings and equipment must be used solely for their intended purpose.

Hemera Holidays request that you do not take into the properties any portable heaters, lighting equipment or any items that may cause danger to the property, its equipment or its occupants, any bulky items such as bicycles, fishing or golf equipment are NOT to be taken into the property.

Outdoor shoes should not be worn inside the property.

BBQ’s should not be used on any wooden structures or terraces.  If you have a grassed area around your property you need to have permission to use a BBQ and it should always be raised off the ground to prevent damage.  You may be charged if damage is done by a BBQ.

BREAKAGES, DAMAGES OR MISSING ITEMS

The Holiday Maker is legally bound to reimburse the Property Owner for breakages, damages, missing items or excessive cleaning caused by the party during the period of the rental, including a deep clean should the holidaymaker have smoked inside the property.

CHILDREN

Children must be supervised at all times, this is particularly important around any properties with either a lake, hot tub or beach front.  Please be aware not all of our properties accept children, so please read descriptions carefully to ensure the property is suitable for children.

HOT TUB SAFETY

If you have a property with a hot tub please ensure the safe and enjoyable use of the hot tub that is provided  and we ask that you read through and adhere to the rules of this safety document

  • During pregnancy soaking in the hot tub may cause damage to the foetus, so contact your Doctor for advice before starting your holiday with us, to ensure it is safe for you to use the hot tub.
  • 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 or irritating your condition.
  • Never use the hot tub while using narcotics or other drugs that may cause sleepiness, drowsiness or raise / lower your blood pressure.
  • At 39/40 degrees limit your time in the hot tub to a maximum of 20 minutes, as extending this time can affect your inner organs and cause fever like conditions. At 36-37OC this time can be extended as this is body temperature and there is no risk.
  • Do not immerse your head in the hot tub water. This increased the risk of infection and can heighten the dangers of drowning due to suction below the water line.
  • Never use the hot tub alone. Take care when entering and leaving the hot tub. When leaving the hot tub leg muscles may be relaxed enough to make you unsteady.
  • Never use glass near or in the hot tub, as broken glass can cause a risk to people in bare feet and is very difficult to see within the hot tub water.
  • Do not use any electrical appliances near or in the hot tub.
  • If any fault or damage occurs with the hot tub please contact the owner of your property at the earliest convenient moment.
  • Persons with heart disease, diabetes, low or high blood pressure, or any serious illness should not enter the hot tub without prior consultant with their Doctor.
  • Parents are advised that the hot tubs are not suitable for children under the age of four and to warn their children not to allow water in to their mouths as this can cause infection and illness.
  • The heat of the hot tub water speeds up the effects of alcohol and can cause sleepiness, dizziness and unconsciousness.
  • Shower with soap and water before and after using the hot tub. Showering before use washes away many of the commen skin bacterial and removes lotions, deodorants, creams, etc., which reduce the effectiveness of the spa sanitizer which disinfects the water.
  • Make sure fake tan is removed before using the hot tub as this reacts to the chemicals and reduces the effectiveness of the spa sanitizer which disinfects the water. It also colours the water and marks the waterline of the hot tub.
  • Never allow children to use the hot tub unsupervised and when not in use make sure the cover is on and secured.
  • Avoid using the hot tub immediately after a heavy meal.
  • Avoid entering the hot tub water immediately after exercising as the water temperature can affect the heart rate.
  • Take care on the decking / hot tub steps as water from the tub can cause it to be slippery.
  • If any allergic reaction occurs leave the hot tub and rinse off in the shower. If the reaction persists contact a local doctor or A&E.
  • Do not turn hot tub isolation switch at the electricity point of your accommodation as power is needed to be turned on to carry out the cleaning cycles.

To comply with HSE regulations, the hot tub water is checked daily. Please ensure the hot tub cover is clear and any pets are kept off the decking prior to this time to allow this testing to be carried out.

VISITORS

Only those persons notified to us are entitled to occupy the accommodation allocated, if you are expecting visitors you must inform us so we can check with the owner of your property and confirm their acceptance.  You will also be held responsible for the behaviour of your guests while they are visiting. Visiting guests are not permitted to stay overnight.

If it is found that more guests are staying, it’s in breach of this contract and  it’s the property owner’s right to ask the holiday makers to leave with immediate effect.

SMOKING

A No Smoking Policy is effective within all properties.   Additional charges will be made to cover deep cleaning costs and any loss of rental income if smoking is discovered in any of their properties.

PETS

Some of our properties allow dogs, but not all; Holidaymakers are advised that they will be charged for any damage caused by their pets.  Some owners ask for a small charge for dogs and this will be made clear when booking if it applies.

Where a property is Pet Free no pets are allowed at any point due to allergies of following holiday makers and owners.  If it is found pets have been in a pet free property an additional cleaning charge will be made.

PARKING

Parking of vehicles must be in the designated car parking space and must not obstruct the roadway, your vehicles, their accessories and contents are left entirely at your own risk, Hemera Holidays nor the property owner will be responsible for any loss or damage to any vehicle. Repairs to vehicles (except emergency repairs) must not be carried out on the property premises or grounds.

LOST PROPERTY

A minimum charge of £25.00 is made for the return of lost property found after your departure, Items of lost property can only be held for a maximum of one month after which time they are donated to charity. We cannot be held responsible for items reported lost which cannot be found. Property is at all times the responsibility of the owner.

It is your responsibility to ensure you have cleared the property of all of your belongings, due to COVID we will no longer hold on to items of clothing that have been worn.   They will be disposed of by the cleaners / housekeepers.

RIGHT OF ENTRY

The property owner has the right to enter your property, however, they will not enter whilst you are staying without your agreement, apart from emergency situations.

The holidaymaker agrees to permit reasonable access to the property owner for general maintenance and repairs to be carried out.

LIABILITY

Hemera Holidays cannot accept liability for any damage or loss of any nature whatsoever suffered by any person(s) from any cause other than the proven negligence of Hemera Holidays.

It is the property owner’s responsibility to provide accurate details for the purpose of advertising and where these are misleading or incorrect Hemera Holidays cannot be held responsible and cannot accept liability.

You must take all necessary steps to safeguard your personal property and no liability to you is accepted in respect of damage to or loss of such property.

FORCE MAJEURE

Hemera Holidays cannot accept responsibility or pay compensation where the performance of our contract with you is prevented or affected by reason of circumstances including any event which amount to force majeure. These circumstances include any event which we could not, even with all due care, foresee or avoid. Such circumstances include the destruction or damage of your accommodation (which cannot reasonably be remedied to a satisfactory standard before the start of your holiday) through fire or flood, explosion, storm or other weather damage, break-in, criminal damage, riots of civil strife, natural or nuclear disaster, war or threat of war, actual or threatened terrorist activity and all other situations beyond our control.

PRIVACY

Protecting your privacy is important to us and we will strive to keep your personal information confidential, your details will be kept on our database to enable us to keep you up to date with any future offers, information or mailings. We do not give any information to third parties or use information gathered in any other way than those described above, if required by law or legal process to disclose your personal information we will do so only in accordance with the law.

SITE / PROPERTY RULES

All holidaymakers are expected to abide by the site rules, or property / grounds rules of the accommodation they are staying in.  These are shown in the Holiday Planner.

COMPLAINTS

Every endeavour is made to ensure your stay is memorable for all the right reasons. However, we do recognise that from to time things do go wrong. In these circumstances, it is the responsibility of the holidaymaker to make any such problem known to the property owner (or their representative) immediately it becomes apparent, thereby giving the property owner the opportunity to correct the situation. Unless this procedure is followed, no subsequent claim will be entertained, and will be recorded as feedback only.

The property owner will make every endeavour to rectify any identified problems as soon as is reasonably possible.

Should the holidaymaker wish to lodge a complaint and have it investigated, it must be supported with photographs and a comprehensive report of the problems to admin@hemeraholidays.com

TERMS AND CONDITIONS

Hemera Holidays reserve the right to change or amend the terms and conditions at any time, we also reserve the right to terminate the agreement / booking without refund of money if the behaviour of any guest is considered unacceptable, site rules are broken or if the number of occupants exceeds that stated at the time of booking.

Hemera Holidays Limited, company number 9299249, registered office – 87 Station Rd, Ashington NE63 8RS.