Escape Holidays Limited
Rental Agreement
This Short-Term Rental Agreement (hereinafter: the “Agreement”) is entered into and made effective as of the confirmed booking date by and between the Property Owner/Operator (“Owner”), The Agent (“Escape Holidays Limited”) and the Guest (together - the “Parties”). Terms not specified in this Agreement shall be in accordance with the Accommodation rules or the Reservation policies which are provided separately by the agent or owner.
The parties agree as follows:
Section A – Accommodation Only
You the Guest have booked a holiday for a minimum of 3 nights to a maximum of 14 nights with Escape Holidays Limited on Woodlands Park Resort (Park). You the Guest have booked an Accommodation only Holiday. The Owner, Agent and Park are not responsible for any failure to supply any services outside of those within the accommodation.
Section B – Making Your Booking
All bookings depend on the property and other arrangements being available. You, as the person in charge of the party (“the party leader”), must be at least 18 years old at the time of booking. All other members of the party must authorise you to make the booking on the basis of these booking conditions. By making the booking, you confirm that you are authorised to make the booking and that all other members of the party agree that the booking will be governed by these booking conditions. You, as the party leader, are responsible for making all payments due to us.
As long as the property is available and we have received all the relevant payments from you, we will give you written confirmation as soon as reasonably possible. This confirmation will show your booking details, the amount you have paid and the amount you still owe for the booking. Your binding contract with the owner will begin when we issue you with the written confirmation on behalf of the owner. If we pay the deposit into our bank account, it will not mean we have accepted a booking unless we have issued you with written confirmation. Please do not make any other travel arrangements (such as flights) until we have issued you with a written confirmation. We will give you your written confirmation either by post or by email. If you book with us online, we will acknowledge that we have received your booking and then send you confirmation by email. If you book by post or phone, we will send your confirmation to you by post or email. It is your responsibility to check your emails regularly and to let us know about any change to your email address. We, on behalf of the owner or service provider (whichever applies), have the right to refuse any booking before we send you your written confirmation. If we do this, we will tell you in writing and promptly refund any money you have paid to us. In this case, neither we nor the owner or other service provider (if any) will have any legal responsibility to you.
As soon as you receive your confirmation, you must check the details carefully. If anything is not correct, you should tell us immediately. Please ensure that names are exactly as stated in the relevant ID that will be presented at Check-in. As we act only as booking agent, we have no responsibility for any errors in any documentation except where an error is made by us. Where we offer the option of a provisional telephone booking, the property will be released for general sale after the agreed time period unless you fully confirm the booking. Even if we have sent a written confirmation, we on behalf of the owner or service provider, have the right to cancel a booking where there are reasonable grounds to believe that (i) it is not legitimate (ii) you are likely to breach any of our booking conditions (iii) information supplied by you in relation to your booking is incorrect (iv) you have behaved in a vexatious, abusive or unlawful manner to owners, suppliers or to our staff. If we cancel your booking, we will tell you in writing and neither we nor the owner or service provider will have any legal responsibility to you.
Section C – Payment
When you book, you must pay the deposit amount then due plus any applicable booking fee by debit or credit card. We only accept payment in pounds sterling. We must then receive the rest of the money owed no less than 4 weeks before the start of your stay. However, if you book less than 4 weeks before the start of your stay, we must receive full payment of the total cost of your booking when you make the booking. If you do not pay any payment due in relation to your booking by the appropriate date we, on behalf of the owner or service provider, are entitled to assume that you want to cancel your booking. In this case, your booking will be cancelled immediately and the provisions of Section F – Full Cancellation will apply. You may also need to pay additional charges. There is no charge for debit or credit card payments. If your bank refuses to make your payment for any reason, we are entitled to apply an administration charge of £30. Please note that we act as an agent and that other than any booking fee (which we may charge ourselves for the services we provide in administering your booking) all charges (including cancellation charges) and refunds are made for and on behalf of the owner or the service provider as appropriate. Except where otherwise advised or stated in, all monies you pay to us for the arrangements (except for cleaning, linen, welcome hamper, bookings fees and our commission) will be held by us on behalf of the owner or service provider and forwarded on to them in accordance with our agreement with them.
Section D - Pricing
We keep the prices charged by the owner or service provider under constant review and the prices of unsold arrangements may be increased or reduced at any time. We may also correct mistakes in the pricing of unsold arrangements at any time. We will confirm the price of your booking when you make it. As changes and mistakes can happen, you must check the price and all other details of your chosen arrangements at the time of booking. All prices quoted or otherwise given to you include all charges and any taxes or government charges which may apply to your booking at the time it is made. You may be required to pay any additional taxes that arise after your booking has been confirmed.
We can pass on to you, in full, after we have confirmed your booking, all costs or charges the owner or service provider makes to us which are connected with your booking, including any price increases due to changes in the exchange rates of currency. All accommodation prices are for the property as a whole and are not on a per person basis, except when an extra person charge applies. We can charge a booking fee for the services we provide in administering your booking. Any booking fee will be stated on our website and will be shown as a separate charge on your confirmation.
Section E – Changes to your Booking
If you want to change any detail of your confirmed booking, we will do our best to make the changes. However, we must receive your notice in writing by post or email. We may agree to accept notice over the telephone, but this should be arranged with us first. Also, we cannot guarantee that the owner or service provider concerned will be able to meet your request. You may be asked to pay us an administration charge of £30 for each change or £50 for each change if we have already issued your travel documents. Plus, where the owner/service provider can meet your change request, you will have to pay any costs incurred by them in facilitating this change for you, which will be charged at the current brochure or website price, which may be different from the price in the brochure or website from which you booked your chosen arrangements. Some owners/service providers may treat changes to your dates or property as a cancellation of the original booking and so you will have to pay cancellation charges.
Section F – Full Cancellation of your Booking
If you have to, or want to, cancel your booking after it has been confirmed, you must phone us as soon as possible. The day we receive your notice by phone to cancel is the date on which we will cancel your booking with the owner. Depending on your reason for cancellation, you may receive a refund of all money you have paid to us for your booking (apart from booking fees, any amendment charges, and credit-card charges you have already paid). We will also charge a cancellation administration fee of £50 for each week or part of a week per booking. Administration fees detailed below.
3 to 7 Nights - 1 Week - £50.00
8 to 14 Nights - 2 Weeks - £100.00
The conditions for getting a refund referred to above only apply if the cancellation applies to all members of your party. All prices are for the whole property and not on a per person basis. Under your contract with the owner, to qualify for a refund you must have one of the following reasons and you may be asked to send evidence:
Please note that all of the above reasons must have arisen after you made your booking and must not have been within your knowledge at the time of your booking. This particularly applies to pre-existing illness. You may also receive a full refund from the owner if you cannot reach your destination as a result of being involved in an accident while on the way there (This only applies if you have made every effort to try and complete your journey. You will need to produce evidence to us from the police or Highways Agency). Although a refund is available in these circumstances, you may prefer to delay your arrival. We will ask you to fill in a booking cancellation form which may need signing by a medical practitioner or employer. In this case we may also need you to give us more information/evidence from other people (we will tell you at the time). The following reasons for cancellation do not qualify for a refund as set out above:.
If the reason for cancellation does not fall within one of those given above, for example, you do not want to travel, your leave is cancelled by your employer (other than HM Forces or the police) and so on, you will have to pay a cancellation charge based on the number of days before the arrival date at the property that we receive notice, as shown in the following table. This means that if you have paid the balance of your total holiday cost and then have to, or want to, cancel, you may receive a refund of part of the cost. However, if you have not paid your total booking cost, including any booking fee by the time of your cancellation, you may have to make a further payment to cover the cancellation charge. For the purpose of the table below, total cost means the total cost of the accommodation booking, including any extra items. You will still have to pay any booking fees, credit-card charges and administration fees for making any changes. If you have already paid booking fees, credit-card charges and administration fees, we will not refund these if you cancel.
Section G - Cancellation Charges Table
Number of days before the start date of your trip that we receive your notice to cancel (or on which you are deemed to have cancelled)
Cancellation charge (plus all booking fees, any insurance premiums or administration fees you owe)
More than 4 Weeks Full deposit (including any balance of the deposit due)
Less than 4 Weeks 100% of Total cost
Section H – Cutting short your stay
You can also get a refund as set out above if you show that your stay in the UK is cut short for any of the reasons set out above. In this case, we will refund the appropriate percentage of the cost of your stay. This only applies if everyone from your party leaves the property.
Section I – Cancellation by Us or the Owner
The owners and service providers do not expect to have to make any changes to your booking. However, sometimes problems happen and bookings have to be changed or cancelled or mistakes in brochures or other details corrected. Owners and service providers have the right to do so. If they do, we, on their behalf, will contact you (by phone if reasonably possible in the case of a significant change or cancellation – we will let you know about minor changes by email) as soon as is reasonably practical. We will explain what has happened and let you know about the cancellation or change. However, we will have no further liability to you.
Section J – Events beyond or control including COVID-19 and its Variants.
Unless we say otherwise in these booking conditions, unfortunately we or the owner, Novasol A/S or service provider will not be legally responsible either jointly or individually for any compensation if we or they are prevented from carrying out our responsibilities under this contract as a result of events beyond our control. This means an event we or they could not, even with all due care, avoid, including:
We, The Owner and The Park will abide by all COVID-19 regulations formally set out by any official body. The standard cancellation guidance will apply as detailed above if the cancellation reason is COVID-19 or any form of pandemic. We will however offer guests effected by COVID-19 the option to move their dates to an alternative date rather than cancelling the booking. The guest may be charged fees due to price increase on alternative dates. We do not have to refund the price of any decrease in altered dates.
Section K – Our Legal Obligations to You
As we act only as agents for the owner or service provider, we cannot accept any legal responsibility for any act or neglect on their part or of anyone representing or employed by them. Our responsibilities to you are limited to making the booking in accordance with your instructions. We accept no responsibility for any information about the arrangements that we pass on to you in good faith. If you have any complaints about any services we provide e.g. our booking service you must let us know immediately in writing and in any event within seven days of the end of any arrangements booked through us. Unfortunately, we cannot accept any legal responsibility if you do not let us know. If we are found to be at fault in relation to any service we provide we will not pay more than the commission we have earned for the booking (or the appropriate proportion of this if not everyone on the booking is affected). We exclude or limit what we will be legally responsible for if death or personal injury is caused as a result of our negligence or that of our employees whilst acting in their course of their employment, or for any criminal act we may commit.
Neither we nor the owner can be held responsible for noise or disturbance which comes from beyond the boundaries of the property or which is beyond the owner’s control.
We and the Owner cannot be held responsible for the breakdown of mechanical equipment such as pumps, boilers, nor for the failure of public utilities such as water, gas and electricity.
Section L – Insurance
We recommend you obtain insurance for your Holiday Booking.
Section M – Disabilities and Medical Conditions
If you or any member of your party has any medical problem or disability that may affect your booking, please tell us before you confirm your booking and give us full details in writing as early as possible before you travel. If the owner or service provider reasonably feels unable to properly meet that person’s particular needs, we can refuse or cancel the reservation.
Section N – Your Accommodation
The following conditions apply to your stay at the property:
Arrival and departure - You can arrive at your property at any time between 4pm and 8pm on the start date of your rental period. You must leave by 10am on the last day. If your arrival will be delayed beyond 8pm on the start date of your rental period, you must contact us immediately. If you fail to do so, you may not be able to get into the property. If you fail to arrive by 10am on the day after the start date of your rental period and you do not let us know you are arriving late, we on behalf of the owner may treat your booking as having been cancelled by you. In this situation, we will not refund any money you have paid.
Security deposits - We do not take security deposits from guests however we do request you store your card details securely within our system. By booking you agree for us to remove any damages up to £200.00 from the card saved on our system.
Behaviour - You and all members of your party agree:
Maximum occupancy - You also must not allow more people than the booking states to stay overnight in the property. You cannot arrange for visitors to the property without the advance consent of the owner. You cannot significantly change the number of adults or children during your stay. (For example, if you book for two adults and two children, you cannot arrive with four adults and no children.) You must not hold events (such as parties, celebrations or meetings) at the property without the advance consent of the owner. If you do any of these things, the owner can refuse to hand over the property to you, or can repossess it. If the owner does this, we will treat this as you cancelling the booking. In these situations you will not receive a refund of any money you have paid for your booking. And we or the owner will not be legally responsible to you as a result of this situation. (This will include, for example, any costs or expenses you have to pay due to not being able to stay in the property, such as the cost of finding other accommodation.) Neither we nor the owner are under any obligation to find any alternative accommodation for you.
Pets - If you take a pet with you, it is not allowed on beds or furniture. You must not leave any pets unattended in the property, including any garden or terrace/deck, and you must keep dogs on a lead on the park at all times. Before making your booking, If you or any member of the party has a pet allergy, we cannot guarantee that dogs, or other pets, have not stayed in your chosen property, even if the owner does not allow pets, nor can we accept any responsibility for any subsequent health reaction. It is your responsibility to make specific enquiries before booking as some property owners may take their own pets to a property.
No Smoking - All properties are no smoking (including E-cigarettes). Smoking is not permitted on the decks of Lodges. Smoking is permitted on the grounds surrounding the lodge however cigarette debris must be removed of responsibly and not within the lodge.
Section O – Damage
You are responsible for and agree to reimburse to the owner and us all costs incurred by the owner and/or us as a result of any breakage or damage in or to the property which is caused by you or any members of your party or any other persons invited into the property by you. The owner and/or we can ask for an extra payment from you to cover any such costs.
The owner expects the accommodation to be left in a reasonable state on departure. If in the owner’s or caretaker’s opinion, additional cleaning is required, you will be liable to the owner for the cost of this cleaning.
You may need to check and sign an inventory of the property and its contents on arrival at the property. If you discover that anything is missing or damaged on arrival please notify the owner/key holder immediately.
Section P - Right of Entry
The owner is allowed to enter the property (without letting you know first if this is not practical or possible) if special circumstances or emergencies happen (for example if repairs need to be carried out) or if you break any of these booking conditions, the owner’s own terms and conditions or any other terms that apply to your booking and/or the property. The owner or its representative also is allowed to enter the property to inspect it (including but not limited to where you have complained about the property). If this happens, you will be given reasonable notice first. You agree to allow the owner or their representative (including workmen) access to the property as required by this clause.
Section Q - Unreasonable Behaviour
The owners of all properties can refuse to hand over their property if the unreasonable behaviour of anyone in your party is likely to cause offence to other guests, to members of staff or to neighbours, or if the owner has reasonable cause to believe you or any member of your party will cause damage or loss to the property, its services or facilities. If this happens, the contract between you and the owner will end and you will not receive any refund and neither we nor the owner will have any further responsibility to you.
The owners of all properties can end a stay after the keys have been handed over, if the unreasonable behaviour of anyone in your party (including anyone invited into the property by you) is likely to spoil the enjoyment, comfort or health of other guests, residents, neighbours or members of staff or where you or any member of your party (or anyone invited into the property by you) has broken or is likely to break any of these booking conditions. If this happens, you will have to leave the property immediately and no refund will be given. You may also be responsible for any costs the owner has as a result of your behaviour.
Section R - Special Requests
If you have any special requests, you must let us know when you make a booking and confirm them in writing. Although we will try to pass any reasonable requests on to the owner or service provider (whichever applies), we cannot guarantee that any request will be met. Confirmation that we have noted a special request or passed it on to the owner or service provider, or of the fact it is shown on your written confirmation or any other document, is not confirmation that the request will be met. If we or the owner or service provider fail to meet any special request, it will not mean we or they have broken your contract.
Section S - Complaints
If you want to complain, we, together with the owner or service provider (whichever applies), will want to take action to sort your complaint out as soon as possible. Because the contract for your arrangements is between you and the owner and/or service provider, you should put any queries or concerns to us. It is essential that you contact us immediately if any problem arises so that it can be sorted out as quickly as possible. It is often extremely difficult (and sometimes impossible) to sort out difficulties properly unless we are told promptly. If you discuss the problem with us or our representative during your stay at the property, it can usually be sorted out straightaway. In particular, complaints which would only be temporary (for example, complaints on how the property is prepared or the heating not working) cannot possibly be investigated unless registered during your stay. If you cannot contact us or our representative, or if you are not happy with their response, you should immediately phone the Customer Services Line on 03330067791. If, after this, you feel that the problem has not been dealt with to your satisfaction, you must, within 28 days of returning from your stay, put your complaint in writing to us or you can send an email to info@escape2wales.co.uk. We have designed this procedure to make sure we can sort out complaints as quickly as possible. Please help us and the owner to help you by following this procedure. As we act only as an agent for the owner, we cannot accept any legal responsibility for your complaint. If we help to sort out a complaint, we are doing so as an agent only and have no legal responsibility to you for any refund or compensation. Any dispute, claim or other matter which may arise in relation to your booking will be governed by English law and you agree that any dispute will be dealt with exclusively by the courts of England and Wales.
Section T - Communicating with you
Please see our Privacy Notice which explains how we will process your personal data.
Section U – Property Guidance
You the guest have booked accommodation on Woodlands Park Resort. Woodlands Park Resort is located in a rural area. Due to the nature of the parks location we, the park and the owner cannot guarantee the services provided this includes but is not limited to WIFI speed, Park facilities and facilities in the local area. Your accommodation is set within a woodland location and we therefore attract a vast amount of wildlife from flies to spiders, squirrels, owls and kites. We hope these unwelcome visitors do not make their way into your accommodation however we, the owner and the park cannot be held responsible for such unwelcome visitors. The park also experiences cluster flies which gather on the exterior of south facing buildings and within door and window frames. We understand how upsetting this this can be however, this is a natural event that we have no control over. We do however try to maintain the properties as best as possible.
Additional Terms
1. The Guest agrees to abide by all rules and regulations set forth by local laws.
2. The Guest shall behave in a respectful manner and shall be good neighbors respecting the rights of the surrounding property owners. Creating a disturbance of the above nature shall be grounds for immediate termination of this agreement.
3. The Guest commits not to use the property for any illegal or commercial purpose, including but not limited to sub-lease the property or otherwise allowing anyone or more people to stay above the maximum permitted or if not previously agreed with the Owner and or agent.
4. The Guest is responsible for any breakage or damage costs (or related costs) in or to the property - along with any extra costs that may result - which are caused by the Guest or any members of the Guest’s party.
5. The Owner and/or agent can refuse to allow the Guest into the property or ask the Guest to leave if they reasonably believe the Guest or any member of the Guest’s party (or any other person invited by the Guest to the property) are behaving illegally or that any damage is likely to be caused, has been caused or is being caused as a result of the Guest behavior or any members the Guest has invited to the property and without providing a refund of any payment the Guest has paid for the booking and the Owner and/or agent will not be legally responsible to find any alternative accommodation.
6. Parking is limited and you may not be allocated a designated space. That is each day your vehicle or vehicles may be parked in an alternative location on the park.
7. The Guest must not hold events (such as parties, celebrations or meetings) at the property without the advance written consent of the Owner. Any of these cases will allow the Owner and/or agent to terminate the Agreement without providing a refund of any payment the Guest has paid for the booking and the Owner will not be legally responsible to find any alternative accommodation.
8. The Guest is obliged not to make any changes in the rented property without prior receipt of agreement from the Owner and /or agent in writing.
9. By agreeing to these Terms & Conditions, as acknowledged by paying a booking deposit, the Guest waives, discharges and agrees to hold harmless the Owner and/or agent from all damages or injuries arising from or related to the Guest stay at Property, including without limitation, any accidents or injury to the Guest, Guest’s visitors and associates, and loss of money, jewelry or valuables of any kind. The Guest is responsible for keeping his/her valuables safe at all times.
