We look forward to welcoming you. When you make your booking, you are entering into an agreement with us and agreeing to our terms and conditions. Please ensure you read the terms and conditions of booking below prior to making a booking.

We reserve the right to alter these terms and conditions at any time and it is your obligation to check if changes have been made.

Definitions

“Booking” means the period for which you have paid to stay at the Property.

“Property” means Vesta View and / or Shepherds Retreat at Carraw Farm, Humshaugh, Hexham, Northumberland, NE46 4DB and all its fixtures, fittings and equipment.

“Management” means the owners and managers of the Property.

“You” and “Guests” means the persons who stay overnight in the Property during the Booking.

Your Booking

When you submit a booking via our online reservation system you will receive an automatically generated booking summary by email to the email address you provide in the booking form. This does not form a contract. A contract shall only arise when your booking is subsequently confirmed in writing via a letter of confirmation sent to you by post or email.

All offers and bookings are subject to availability. The party leader must be at least 18 years of age at the time of booking. Your booking is made as a consumer and you agree that no liability can be accepted by the management for any expenses, costs, losses, claims or other sums of any description which relate to any business, however, suffered or incurred by you. The management have the right to refuse any booking prior to the issue of your written confirmation by email.

It is the responsibility of the party leader to check all the details of the property, any facilities applicable and the terms of use BEFORE they book. In the circumstance of booking terms and property details not being read and the party leader wishes to change of cancel their booking; the terms as set out below will apply.

Paying for the Property

When you book the property you should pay the amount due by bank transfer or credit / debit / charge card via the tab on the booking form. If a booking is made 42 days or more before the holiday is due to start a non-refundable deposit of 25% of the rental is payable. Providing the booking can be confirmed the management will send your written confirmation by email to you as soon as reasonably possible confirming your booking details and the balance of your total holiday cost which must be received no later than 42 days before your arrival date at the property. However, if you book less than 42 days before your arrival date, full payment of your holiday costs is due straightaway. Please note it is your responsibility to pay the remaining funds by the due date.

Overseas guest may pay by International electronic transfer. Any charges for payments from overseas will be passed on to the guests. Overseas cheques are not accepted.

Security Deposits

A credit card preauthorisation of £250.00 per property will be taken by management as a damage / security deposit. 

Damage Charge

Any damage loss or expense incurred by management because of your breach of these Terms & Conditions will be charged against the credit card or by way of an invoice within a reasonable time after departure. Examples include but are not limited to any breakage, damage or excess cleaning requirements, extra Guests, or Visitors beyond those declared.

Following departure, we will check the property; if any damages are found then we will deduct the appropriate amount from the security deposit and will return the balance. If the damages exceed the security deposit amount then we are entitled to debit this amount from the lead bookers card details or seek payment by way of an invoice. 

If there are no damages then the full deposit will be refunded within 7 days. For small items such as minor glass breakages (within reason) we accept as general and wear and tear and generally these will not be charged for.  Before each booking, housekeeping management will have thoroughly checked the property to ensure that it is as good as it can be before your arrival; this also forms our knowledge regarding damages identified after a booking. By booking with us you accept that our identification of damages are correct and this cannot be challenged. Should you find some form of damage in the property upon your arrival, you should endeavour to inform us immediately.

Damage Caused by Guests

If damage occurs to the Property because of the actions of guests during the stay, where the extent of that damage is so severe that the management must (in their sole opinion) cancel and/or refund subsequent bookings, the management may bring a claim against you for any loss arising as a result, including the cost of refunding other guests affected by cancelled bookings and any additional administrative fees incurred in respect of the same.

Cancellations or Changes to your Booking by Management

The management do not expect to have to make any changes to your booking, but occasionally problems occur and bookings must be changed or cancelled. If this does happen, the party leader will be notified as soon as is reasonably practicable, explaining what has happened and inform you of the cancellation or change.

If you do not wish to accept any significant change to your booking or indeed the booking is cancelled you will receive a full refund of all monies paid. In the unlikely event that the party leader fails to acknowledge they wish to accept the changes the management will assume you wish to cancel your booking and receive a full refund of all monies paid by you. Please note that no compensation is payable for changes.

If you Change or Cancel your Booking

• Changes

If you want to change your booking once your confirmation has been issued an administration fee of £50.00 plus VAT will be payable to the management once any change has been made. However, it is important to realise that a change of dates may have to be treated as a cancellation. The management will advise the party leader if this is the case when the change is requested.

• Cancellation

If you wish to cancel your booking, the party leader must email their intent to cancel to relax@carraw.co.uk as soon as possible.

The treatment of a cancellation will be based on a) the reason for the cancellation, b) the length of time between cancellation and your holiday, and c) our ability to re-let the property, as follows:

• More than 42 days notice of cancellation – Full refund of any monies paid by you (excluding the non-refundable deposit and a £50.00 plus VAT administration fee). 
• 14 to 42 days notice of cancellation (excluding bookings at Christmas / New Year and Special Events) – 50% refund of any monies paid by you (excluding the non-refundable deposit and a £50.00 plus VAT administration fee). Bookings at Christmas / New Year and Special Events – 75% of any monies paid by you is retained. Any refunds will incur a £50.00 plus VAT administration fee.
• Less than 14 days before arrival date, total cost.

If any payment due in relation to your booking is not paid by the appropriate date the management will assume that you wish to cancel your booking.

All refunds are subject to an administration fee of £50.00 plus VAT.

We strongly recommend taking out appropriate cover to protect against cancellation. A potentially suitable refund protection policy is available through our partner XCover and can be arranged at the time of booking or when the balance of the stay is payable. For full terms and conditions of this policy please click here. This policy is offered on an informed choice basis and no advice as to the suitability of this policy is given.

Circumstances Beyond our Control (Force Majeure)

The management shall not be liable jointly or individually for any changes, cancellations, effects on your holiday, loss or damage suffered by you or for any failure by the management to perform or properly perform any of our respective obligations to you which is due to any event(s) or circumstance(s) beyond the reasonable control of management (referred to as force majeure) in these conditions. By way of example only – force majeure includes war or threat of war, riot, civil strife, terrorist activity or actual threatened terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire, contagious diseases, destruction or damage of the property and all similar events outside our control. Where your booking must be cancelled as a result, the management will refund to you all monies paid by you for your booking or part thereof if the booking has commenced. No compensation expenses, costs, or other sums of any description including the cost of securing alternative property or accommodation will be payable in such circumstances.

Your inability (or the inability of any, some or all your intended occupants) or disinclination to travel to and stay at the rented property for any reason. This includes – but is not limited to – illness (including Covid), a requirement or recommendation to self-isolate or quarantine, a call to jury duty, incarceration, change in personal or work circumstances, family emergencies, travel delays, vehicle breakdown, and delays with public transport. These remain at your risk and do not give rise to a right to cancel or to receive a refund unless we re-let the property. 

We strongly recommend taking out appropriate cover to protect against cancellation. A potentially suitable refund protection policy is available through our partner XCover and can be arranged at the time of booking or when the balance of the stay is payable. For full terms and conditions of this policy please click here. This policy is offered on an informed choice basis and no advice as to the suitability of this policy is given.

Liability

The use of amenities provided by the management, such as,  outside furniture etc are entirely at the user’s risk and no responsibility can be accepted for any deaths or injuries to persons  or loss, damage to any belongings of persons who use them. You must take all necessary steps to safeguard yourself and your personal property.

There shall be no liability for any claim arising from the act, omission or neglect or default of the management, its agents unless proved to be done with intent to cause damage or recklessly and with knowledge that loss or danger would probably result.

The Property

Blutack / Drawing Pins / Sellotape

Guests must not use these items to affix decorations etc to the walls within the property. PLEASE NOTE a minimum £100.00 plus VAT cleaning / repair charge will be applied for any work to make good damage incurred.

Candles

No candles are to be used by guests unless in circumstances such as a power cut.

Car Parking

A car park is available for guests’ use at the side of the property. Cars parked on site are at owners’ risk. A chargeable Electrical Vehicle Charging point is also available. Please refer to the separate Electrical Vehicle Charging Policy. 

Change Over Day / Time 

Vesta View – Change over day is typically on a Friday or Monday unless by prior arrangement. Shepherds Retreat – there are typically no specific change over days. Change over days may vary around bank holidays, such as, Christmas and New Year.

You can arrive at the property after 4.00pm on the start date of your stay and must leave by 10:00am on the last day. We like to be flexible on these times, but this all depends on the availability of the property(s), so if you do require an earlier check-in or later check-out please ask closer to your stay and we will try to accommodate if we can.

Fireworks and Sparklers

These may not be used either inside the property or in the garden / surrounding fields.

Fuel

Electricity and oil is included in the rental fee. 

Garden

No tents or other structures should be erected in the garden. Maintenance of the garden is ongoing, and the management try to schedule these times when guests are not resident, however this is not always possible.

Guest Details 

Details of all guests staying, including ages, at the property must be declared prior to arrival and under no circumstances may more guests than those specified stay in the property. A property can only accommodate the same number of occupants as beds unless an infant (up to 24 months old) is staying and sleeping in a travel cot.

Internet

 A free wireless internet service is provided. If for any reason the wireless internet service is unavailable during the stay, then the management are not liable for any consequent loss or inconvenience caused. 

Parties

Guests may not hold parties in the house or garden / surrounding fields, which includes the playing of loud music.

Personal Belongs

Vehicles, baggage and personal belongings are always at the guests risk. No responsibility will be accepted for loss or damage to any belongings or its contents.

Pets

All our properties have a no pet policy. Assistance dogs are welcome but must be declared in advance of arrival.

Smoking

All our properties have a no smoking policy. Smoking, including the use of e-cigarettes, is not permitted within the property. Guests are requested not to smoke inside the property or through open windows or doors. Any guests who set off the fire alarm by failing to follow this rule will be charged £100.00 plus VAT to cover the cost of resetting the fire safety system. If there is evidence of smoking and a property requires deodorising / additional cleaning then a minimum charge of £500.00 plus VAT will be levied. Any charges incurred will be taken from the lead bookers card details on file or by way of an invoice within a reasonable time after departure.

Third Party Access

Guests may not bring unknown third parties into the property without giving notification. Likewise, guests cannot rent the accommodation for more people than permitted by the applicable regulations.

Inclement Weather

The management hold no responsibility for guests unable to reach the property due to inclement weather or traffic conditions (i.e. snow, flooding, wind, road congestion etc.). If a guest is unable to reach the property due to poor weather conditions or travel issues, they will lose their full payment and an alternative break will not be offered. 

We strongly recommend taking out appropriate cover to protect against cancellation. A potentially suitable refund protection policy is available through our partner XCover and can be arranged at the time of booking or when the balance of the stay is payable. For full terms and conditions of this policy please click here. This policy is offered on an informed choice basis and no advice as to the suitability of this policy is given.

Other Responsibilities

Upon arrival it is your responsibility to thoroughly inspect the property for any uneven surfaces, trip hazards, sharp edges and generally anything which could cause harm to children or adults alike. You should then discuss any potential hazards as a group to ensure that everyone is aware and any appropriate action is taken. The management cannot be held responsible for any injury sustained whilst staying in the property and by booking you accept this and will conduct the thorough property assessment.

You and all members of your party agree both to keep the property clean and tidy and to leave the property in a similar condition to that in which you found it upon your arrival. A cleaning service (unless previously arranged) is not provided during your stay.

You are responsible to the management for the actual costs of any breakages or damage in or to the property (above general wear and tear) – along with any costs that may result – which is caused by you and / or members of your party, and the management can require payment from you to cover any such costs.

You must allow the management and / or any of their representatives access to the property at any reasonable time during your occupation of the property (except in case of emergency or where a problem needs remedying quickly and you cannot be contacted in time – in these situations the management are entitled to enter the property at any time without giving you prior notice).

The neighbouring land is managed by a third party and as such it would be very much appreciated if respect is paid to our neighbours. The adjoining paddocks and gardens are not to be entered under any circumstances. Please be careful when playing ball games in the garden that the ball does not go into the fields.

Before each booking, the management will have thoroughly checked the property to ensure that it is as good as it can be before your arrival; this also forms the management’s knowledge regarding damages identified after a booking. By booking you accept that the management’s identification of damages are correct and this cannot be challenged. Should you find some form of damage in the property upon your arrival, you should endeavour to contact the management immediately.

Before departure, all food must be removed from fridges, all rubbish put in the appropriate bins provided, and crockery and cutlery washed and packed away. The Property must be left in the same condition as it was received on arrival.

Extra cleaning charges may be incurred for the cleaning of dirty dishes, washing machine, dishwasher, emptying the fridge / freezer, removal of excessive rubbish etc. Should the cleaning fee be more than the usual cost for cleaning the property, you will be charged the additional costs over and above the normal cleaning fee which will be charged to your credit card.

All furniture and furnishings must be left in the position they were in when you arrived.

The property should be vacated on time and secured. All windows and doors are to be locked. All keys must be left in the kitchen or as otherwise directed.

Any additional charges incurred during the stay should be settled upon check out.

You are responsible for the safekeeping and replacement of accommodation keys. Lost keys will be charged at £50.00 plus VAT per set plus any additional costs incurred if any additional work is required, such as, locks having to be changed.

Problems

Every effort has been made to make your stay an enjoyable and memorable one. If however, if something is not quite right please contact the management. The management are keen that problems are resolved as soon as possible. All electrical and plumbing items are always best dealt with immediately and early notification will ensure that any problems are fixed as soon as is possible.

Insurance

The management strongly recommend all guests purchase travel insurance since the management are not responsible for any injuries, illness or accidents that may occur whilst staying at the property.

We strongly recommend taking out appropriate cover to protect against cancellation. A potentially suitable refund protection policy is available through our partner XCover and can be arranged at the time of booking or when the balance of the stay is payable. For full terms and conditions of this policy please click here. This policy is offered on an informed choice basis and no advice as to the suitability of this policy is given.

Your Information and Privacy

We have a separate Privacy Policy. Please refer to the respective tab.