1 Bridge Street, Kelso, Roxburghshire, TD5 7HT
T: +44 (0) 1573 226711
Terms and Conditions
for Crabtree & Crabtree Lettings Ltd
Booking Terms and Conditions
Within these Booking Terms and Conditions, "you" and "your" means the person signing the booking form as party leader but these Terms and Conditions apply to all other persons in the party (including anyone who is added or substituted at a later date). "We", "us" and "our" means Crabtree & Crabtree Lettings Limited, trading as Crabtree & Crabtree of 1 Bridge Street, Kelso, TD5 7HT. Registered in England No. 06944414. “Property” means the property in respect of which a booking is made.
Where properties are not owned by us, we are acting as agents on behalf of the property owner(s). In such cases, these terms and conditions constitute a contract between you, Crabtree & Crabtree Lettings Limited acting as agent and the property owner(s).
1. Booking contract
1.1 You (the person signing the booking form as party leader) agree to enter into a contract with us on the following terms and conditions.
1.2 You must be aged 18 years or over when the booking is made.
1.3 The contract commences when we have issued the written booking confirmation. We reserve the right to refuse any booking.
2. Booking procedure
a) Offline bookings
2.1 Please contact us before making a booking to obtain confirmation of availability. Subject to availability and at your request, a provisional reservation will be made.
2.2 The completed booking form accompanied by a booking deposit of 20% of the rental must be returned to us within three working days (unless alternative arrangements have been agreed). For payment methods please see 3.2 below.
2.3 Bookings taken within eight weeks of arrival at the Property must be paid in full at the time of booking.
2.4 Once we have received your booking form and all appropriate payments, we will issue a written confirmation invoice. Please contact us immediately if any information which appears on the confirmation is incorrect or incomplete.
2.5 A reminder will be sent to you 7 days before the balance of payment is due. The balance of the rental cost and security deposit (see 4 below) must be paid eight weeks prior to your arrival at the Property failing which we reserve the right to treat the booking as cancelled.
b) Online bookings
2.6 Please check availability online and complete the online booking form. By ticking the box on the online booking form you are agreeing to these Booking Terms and Conditions.
2.7 A booking deposit of 20% must be made to secure the booking. For payment methods please see 3.2 below.
2.8 Bookings taken within eight weeks of arrival at the Property must be paid in full at the time of booking.
2.9 All bookings made online remain provisional until payment has been received. Payment must be made within three working days of making the booking (unless alternative arrangements have been made).
2.10 Once we have received your booking form and all appropriate payments, we will issue a written confirmation invoice. Please contact us immediately if any information which appears on the confirmation is incorrect or incomplete.
2.11 A reminder will be sent to you two weeks before the balance of payment is due. The balance of the rental cost and security deposit (see 4 below) must be paid eight weeks prior to your arrival at the Property failing which we reserve the right to treat the booking as cancelled.
3. Prices and payment
3.1 Our quoted prices are per property for accommodation only. All prices include (where applicable) VAT, cleaning on departure, bed linen and towels, electricity, gas, water, fuel, central heating, pool heating and local taxes. Please note that beach towels and cot linen are not included unless specified.
3.2 Payment may be made by credit or debit card online or by telephone, by cheque (sterling or euros) or swift or wire transfer. Post-dated cheques cannot be accepted. Any charges raised against us by your bank for handling dishonoured cheques, bank transfers or any other payments will be passed on to you and you will be liable to reimburse us in respect of such charges within seven days.
3.3 Please note that credit card charges apply at the rate set by the card company (please contact us for details). There is no charge for debit cards.
3.4 For credit and debit card payments online, our web site is protected by Secured Socket Layer technology.
4. Security deposit
4.1 A security deposit is required to cover the cost of any damage or breakages to or at the Property, any additional cleaning and the cost of telephone calls if applicable (over and above the stipulated amount of calls included as part of the booking). The security deposit is payable with the balance of the rental cost.
4.2 The additional costs referred to at 4.1 above will be deducted from the security deposit and the remaining balance will be returned to you within four weeks of your departure from the Property. If the security deposit paid by you is not sufficient to cover these additional costs you are required to pay any balance within 14 days of demand.
4.3 The housekeeper or owner will inspect the Property after your departure and notify you of any damage or breakages noted other than those matters already reported to us in accordance with clause 5.3 below or otherwise. Charges for damage to items up to the value of £50 are at the discretion of the owner. Guests will be charged where the replacement cost or cost of repair totals £50 or more.
4.4 We reserve the right to hold the security deposit for longer than four weeks if there is a dispute over damage, or we are awaiting bills/proof of damage.
5. Your responsibilities
5.1 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.
5.2 You must keep the Property and all furniture, fittings, facilities, equipment and grounds in the same state of repair and condition as at the commencement of the holiday and in the same state of cleanliness and 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. Mattresses are checked after every booking. In the event of a mattress being soiled, guests will be charged for a new mattress or sanitisation if the latter is viable. Waterproof mattress protectors can be pre-ordered at all properties and we urge guests with any concerns to request these in advance to avoid any charges for soiled mattresses.
5.3 You must report to us promptly any breakages or damage and you will be responsible for payment of any breakages, loss or damage to the Property and/or its contents caused by you.
5.4 You are responsible for the correct and decent behaviour of your party. Should you or a member of your party abuse the Property or display dangerous, offensive or rude behaviour to our representatives or any third parties (e.g. neighbours) we reserve the right to require the person(s) concerned to leave the Property.
5.5 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 and the contract will terminate immediately without refund or compensation.
5.6 You must not exceed the maximum number of people stated in the Property details to reside at the Property nor sublet the Property nor allow anyone to stay at the Property who is not included on the booking form. Please inform us of any changes to your party.
5.7 If you intend to organise a function (e.g. party or wedding) at the Property, you must seek prior permission from us. Additional charges and/or an increased security deposit may be sought at our discretion.
5.8 You are responsible for each party member's travel and health documentation (passports, driving licences, green card, motor insurance etc).
5.9 All the properties operate a strictly no-smoking policy. Guests found in breach of this will be charged for fumigating the property.
6.0 In the event of you breaching the responsibilities set out above, we reserve the right to ask you to vacate the Property and the contract will terminate immediately without refund or compensation save that you will remain liable for any costs or damages incurred by us as a result of your breaching these Booking Terms and Conditions and we reserve the right to deduct such costs and damages from the security deposit.
6. Our liability and that of the owner
6.1 We do not accept liability for any loss, damage or injury howsoever caused to you (or anyone in your party) or to your vehicles or personal property save where personal injury or death is caused by our negligence or by the negligence of the property owner . Any valuables left at the Property are left at your own risk. It is essential and your responsibility to ensure that all doors, shutters and windows are closed and locked when leaving the Property or when in the grounds. We strongly advise that you 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.
6.2 Children should be monitored at all times and you should verify the suitability of children's equipment which is provided as we cannot accept liability.
6.3 We are not responsible for noise or disturbance originating beyond the boundaries of the Property.
6.4 We do not accept any liability for compensation where performance or prompt performance of our contractual obligations is prevented or affected by reasons outside of our reasonable control, including adverse weather conditions, acts of God, explosion, tempest, fire or accident, war or threat of war, civil disturbances, restrictions and regulations of any kind on the part of the government or local authorities, strikes, lock-outs, or other industrial action or dispute.
6.5 We do not accept responsibility for the failure of public services such as water, gas, electricity, plumbing or sewerage systems or unforeseen breakdown of domestic and mechanical equipment such as heating or plumbing systems, boilers and swimming pool filtration systems (but will endeavour to arrange prompt repair).
6.6 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 these third parties. We do not take any commission for notifying you of such companies nor do we act as an agent on their behalf. We cannot accept responsibility for these services.
7. Access to the Property
We or our representatives have a right to access the Property at any reasonable time during your stay to carry out housekeeping duties and essential maintenance. We will endeavour to give reasonable notice to you if practicable. Gardeners and pool maintenance staff will also enter the grounds during your stay but will try as best possible not to interfere with your enjoyment of the Property.
8.1 In the event that a complaint arises whilst you are on holiday you should contact us or our local representative promptly to allow us an opportunity to rectify the matter.
8.2 If the problem is not resolved to your reasonable satisfaction during your holiday, you should put your comments in writing within seven days of your return.
8.3 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 part matters right.
9. Alterations or cancellation by you
9.1 If you request any changes to your booking we will endeavour to comply, but cannot guarantee to be able to do so.
9.2 Cancellation by you of your booking must be in writing. The effective date of cancellation is the date we receive written notification. Our cancellation charges are detailed in the table below.
Number of days before holiday start date that notification is received
Cancellation charge (as a percentage of the total cost of the holiday)
More than 56 days
56 to 28 days
Less than 28 days
9.3 If you cancel at any time we will endeavour to obtain a replacement client. 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 client less our administration fees.
9.4 Where bookings have been made through third parties (e.g. for catering or transport services) you will be liable to the cancellation charges set out in their terms and conditions.
10. Alterations or cancellation by us
10.1 In the interest of continual improvement we reserve the right to make minor modifications to furniture, amenities and facilities without any prior notice.
10.2 In the unlikely event that the Property is not available on the date booked (owing for instance to essential major repairs, flood or fire damage), if requested and if available we will try to arrange alternative accommodation of a similar type, price, standard and location. A refund of all monies paid by you to us is alternatively available.
11.1 Pets, where accepted, must not be left alone in the Property at any time and you must not allow pets in the bedrooms or on furniture within the Property. You should remove all traces inside and outside the Property of pet occupation before final departure. You are liable for all damage caused by your pet whilst staying at the Property. We cannot be held responsible for the safety at your pet whilst staying at the Property.
11.2 We reserve the right to levy an additional charge for any extra cleaning required (above the usual number of hours committed to departure cleaning) after your occupancy with your pet.
12. Brochure and web site accuracy
12.1 The contents of our web site and brochures have been prepared in good faith. We will inform you of any significant changes at the time of booking or as soon after as possible if you have already booked, but shall not be liable for any minor changes or insignificant inaccuracy in descriptions and information.
12.2 We do not accept responsibility for any changes or closures to local amenities or attractions mentioned in our brochures and on the web site.
13.1 We make it our highest priority to ensure that your personal information provided to us is secure and confidential. We will not sell your personal information to third parties. We will only disclose any personal information when required to do so by any lawful authority or as required by law.
13.2 Some personal information may need to be passed to third parties where you have requested additional services, for instance chefs require dietary information.
13.3 We may use your data in the future to update you on our products. Please let us know if you would like your personal details to be removed from our database after your holiday.