Terms and Conditions

Booking details

The booking is based upon these Conditions of Hire, and the Agent will enter a legally binding contract acting on behalf of the Owner/s when a booking is confirmed.

Bookings will be accepted as follows:

1. Verbally via telephone or other verbal means
2. By email direct
3. Through the online reservation process on the Boltholes and Hideaways Ltd website.

Any booking shall only be deemed to be accepted when Boltholes and Hideaways Ltd issues a written confirmation of the booking (following checking the availability of the Property when a booking request is submitted via any one of the above three means).

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 between us. A contract shall only arise when your booking is subsequently confirmed in writing, via the letter of confirmation sent to you by post or by email and once a deposit or full payment is made.

Charges and payments

At the time of placing the booking the guest shall pay the following:

1. A deposit (30% of the rental fee)
2. A Security Deposit
3. Any chargeable extras (if applicable)
4. A non-refundable £45 booking fee.

Payment is to be made by inter-bank transfer or online by credit or debit card. There is no surcharge when paying by credit card, debit card, bank transfer or cheque.

For the houses that request a Security Deposit for any potential damages, the stated amount will be securely held using your payment card. Should any issues arise, an appropriate amount to cover the cost of damages incurred will be deducted using the card details we retain. Any issues will be discussed in full and evidence obtained with full consultation taking place before any monies are deducted.

All payments for a cottage made from outside of the UK are to be made in pounds sterling. If an overseas guest pays for a booking by bank transfer, they will be responsible for settling their own bank charges and Boltholes and Hideaways Ltd reserve the right to pass on to the guest any bank charges incurred from our own bank for receiving such amounts paid by bank transfer from a bank based outside of the UK.

A deposit of 30% of the price of the holiday is required within 7 days of the initial booking, and the balance will be due at least 30 days prior to the start of your holiday. The total cost of the holiday is to be paid if the booking is less than 30 days from the start date of your holiday.

For verbal and e-mail bookings only, we will provisionally hold dates for 48 hours in order to enable you to discuss with others.

Arrival and departure

Your cottage is available from 4 pm on the day of arrival and should be vacated by 10 am on the day of departure (or as otherwise stated on your final payment letter). Please adhere to these times to allow the cottage to be prepared for the next guests. The housekeeper is paid by the hour and we have a schedule for the day. If she or he cannot access the cottage from 10 am sharp, it can cause problems as it impedes an appropriate clean for the next guests and time for general maintenance, and we will need to charge for the extra costs incurred.

The keys are to be collected from a place that is agreed upon when the booking is made. Upon departure, please leave the keys at the location agreed upon.

There is as a minimum a roll of lavatory paper per bathroom, washing up liquid, a few bin bags and basic cleaning products (dishwasher tablets are in place for cottages with a dishwasher) are provided. This is a starter pack designed to help until guests can get to the shops to purchase the usual household items required.

In some cottages, the products left may vary and more items may be left dependent upon the specification (e.g. if there is a Nespresso or similar coffee maker as advertised, a few of the coffee pods may be left).

There is a Welcome Folder in each cottage with local information and brochures to help you find things to do. We also provide information on the Boltholes and Hideaways Ltd website. Alternatively, there are links on the Anglesey County Council website which you may find useful to view prior to your holiday.

Deposit

Most houses charge a Security Deposit which will be outlined on your payment summary.

For the houses that request a Security Deposit for any potential damages and other matters to include additional cleaning (“nuisance” noise issues that impact upon neighbours or using house electrical circuit and breaching these Terms), the credit securely held using a payment card will be used. Should any issues arise, the appropriate amount will be deducted using the card details we retain (e.g. noise issues that breach House Rules at The Old Abbey £200). Should a guest make a payment by other means, we will request the amount upon booking as appropriate to be paid.

​You commit to fully reimburse the Owner for the cost of replacement or repair for any breakages or damage. We may facilitate the collection of such payments from you on the Owner’s behalf where it is in excess of the stated security deposit.

If we have held the money by other means than on a card, please contact us with your bank details after the holiday in order for the monies to be repaid via bank transfer. We do not automatically contact you and ask that you send us the details to prompt the return of the money as quickly as possible.

Services

Electricity and heating are provided for average domestic use. The electricity is not provided for a guest to charge their electric or hybrid vehicle at the Property for insurance reasons.

If you put any boilers on to constant, please do not leave them on that mode when you leave and set them back to the timer.

The wood-burning stove or fire in properties with this facility can be used in addition to the other forms of heating provided. Some houses will supply a small basket of logs /coal for free during the colder months of the year only – From 01 November to 31 March. This is a starter pack only and enough for one fire. Further logs/ coal may be bought locally.

Please enquire for specific property information regarding logs.

BBQ- most properties do not offer a BBQ. Those that do leave a BBQ do so on the basis that it is the responsibility of the lead guest to ensure that this is cleaned after use and ready for the next guest to use. The BBQ is easier to clean when hot and with a wire brush or tin foil scrunched up. The housekeeper is NOT responsible for cleaning the BBQ and it is a condition of hire that the departing guest does so. If this is not cleaned then it affects an incoming guest and there will be a charge of £75 plus the time taken to clean a BBQ should Boltholes and Hideaways need to send the maintenance team to deal with it.

Sometimes an owner may update the interior of the property after the photographs are taken. A new photograph will not always be taken unless it materially affects the service we offer.

Linen

All bed linen is included in the rental price. There will be one bath towel per person and a bath mat per bathroom. In most cases there will be a few hand towels as appropriate to the number of bathrooms. At least one tea towel is provided for your stay.

Smoking

The cottages are all non-smoking.

Refuse

There are commercial general waste bins at most properties which are collected most weeks. There are also recycling commercial bins and these are carefully labelled into the relevant sections (e.g. plastic, glass etc). Please ensure nappies and dog mess is bagged and then put in a larger general waste bin bag before being disposed of.

Most bins have a lock to stop others using it and filling up the capacity left for guests. It is essential that the bins are kept locked and this is the responsibility of the lead guest and forms part of the Terms and Conditions. It is also essential that you pull out the bin for collection in most houses (as stated in the welcome folder) or it will not be emptied which affects future guests and the environment as refuse is scattered by animals if any refuse left out on the ground. If we have to arrange to send a person to clear up the refuse that has caused issues as a direct result of a failure to adhere to the refuse policy as above, we will charge guests as applicable. The housekeeper will take pictures before any arrival and on departure and if the refuse policy is not adhered to and refuse is not collected as a result, the associated costs will be collected from the Security Deposit.

Very few cottages have single non-commercial black bins which are collected once every three weeks and separate recycling bins that are collected weekly.

Dogs

Dogs are charged for and are only accepted on the strict understanding that they are kept under control, exercised off the premises and are not permitted in the bedrooms or on the furniture. They should not be left in the property unsupervised as this can result in considerable damage to the property and distress to the dog. For the comfort of future guests, please ensure that your dog’s flea and worming treatment is up to date. Relevant injections should have been addressed also. The most common reason for property owners changing their minds and deciding not to accept dogs is a failure to comply with these conditions which is not fair for those dog owners that are responsible and wish to bring their much-loved pet with them to enjoy their break. Please bring your dog’s bedding and any necessary feeding equipment.

At the end of the holiday, all traces of the dog/s should be cleaned from the cottage and garden areas. If any dog excrement is found outside the properties, we immediately raise a penalty payment of £100 to be deducted from the Security Deposit.

If any dog/s have left excessive hairs (been in the beds etc) or damaged the owner’s belongings, there will be replacement costs and a cleaning charge invoice raised for you to pay which will be deducted directly via the Security Deposit.

Please let us know if a dog staying is a puppy as we would wish to discuss that in detail prior to agreeing to the stay.

We indicate in the description if a property has an enclosed garden to help you in your choice of holiday, however, this does not mean that it is totally escape-proof for dogs – very few gardens would pass this test. Please note there are other dogs living locally and there are also sheep kept in the surrounding fields. It will be your responsibility to ensure your dog does not cause any issues. There is further information in the Welcome Folder.

Parking

Neither Boltholes and Hideaways Ltd nor the Owners of the properties involved will take responsibility for any damage that has been done to a guest’s car.

Electric Vehicle Charging

As the holiday houses are set up on a domestic electrical system/circuit, they are not safe to use for car charging.

The Owner’s insurance policy will not cover any fire caused by a car being charged using the holiday house’s electrical circuit. In addition, trailing leads are a trip hazard and a security hazard. The circuit being plugged into must be a dedicated circuit, and be protected by a 30MA RCD. Our properties do not conform to this requirement for car charging to be safe.

Unless a holiday house has a formally designated car charging point (this will be highlighted on the Quick Info section of each house) you must NOT use your booked holiday house for charging an electric/hybrid vehicle from one of the internal or external electric sockets and/or trailing a lead out of any door or window.

This is a condition of the letting as if anything happened as a result of an insufficient or faulty installation the insurance Liability Cover will not be valid. This applies to any damage caused to the Guest’s vehicle, the Property or as a result of any trip hazard associated with trailing car charging leads.

Please use the nearest formally designated charging point as these are installed by a professional, certified installer and maintained in accordance with the manufacturer’s instructions.

Breakages

Guests should take all reasonable care of the property, its fixtures and fittings and on-site facilities, and leave the accommodation in a good state of cleanliness. The housekeepers are not expected to wash dirty dishes left behind or empty the dishwasher and remove the rubbish from bins, If any furniture is moved to suit your stay, please do place it all back in the original position before you leave.

Please note that we charge the damage/security deposits in some cottages as mentioned above. We accept that the odd glass may get broken, so this will not affect the safe return of your damage/security deposit.

Any breakages/faults etc should be reported as soon as possible as we cannot offer a remedy after the letting has ceased. We reserve the right to request payment to cover the cost of any repairs or replacements and a minimum service charge of £10 to address the breakage. A Boltholes and Hideaways Ltd representative will call to assess any damage and assist where possible. Any damage will be recorded and photographs will be taken as appropriate.

In some cottages, there is a breakages/housekeeping book. We would be grateful if anything broken is added to the book to allow the cleaners to replace any broken items quickly on changeover day.

Complaints

We hope that you have no cause to complain but, of course, are happy to work to resolve any issues that may arise. Please do call immediately if there is anything that does not meet your expectations. We would be sorry not to be able to sort anything out quickly and to the satisfaction of all guests, and thus it is essential any issues are reported whilst the Guest is in residence at the cottage. We are happy to accept photographs in the first instance of evidence to view items and then discuss matters and a way forward.

We will not deal with any complaints made after the holiday. We like to see evidence of any issues encountered and be allowed the opportunity to put things right, which cannot happen after you leave.

Cancellations by the Guest

Cancellations should be confirmed in writing. We have the following cancellation charges:

• If you cancel more than 60 days prior to your holiday we will retain the full deposit amount paid, this includes any booking fees, insurance premiums and any other charges paid.
• If you cancel 31-60 prior to your holiday, 50% of the total cost of your booking as detailed on your booking confirmation is due.
• If you cancel within 30 days of your holiday the full amount of the booking is due

You should take out holiday insurance.

Please note that a request to move a holiday booking to another date or another property may be deemed to be a cancellation. That is due to the fact that the confirmed booking and associated dates, is a contract with the Owner. To remove that booking and associated dates is to end the Contract you had with the owner and they should enforce the cancellation penalties as outlined above. Boltholes and Hideaways will request a fee of £45 to move any bookings.

If you are forced to cancel your holiday because of adverse weather conditions, or any other major issue such as a World Health Organisation pandemic – insurance cover should allow you to claim for irrecoverable accommodation costs. We advise you to take out cancellation insurance and check the policy covers you for this eventuality.

Cancellations by the Owner

Should the Owner’s Property, or any published facilities, become unavailable during the agreed period, then Boltholes and Hideaways Ltd will inform the Guest and provide a full explanation of the reasons for the withdrawal of the Property and/or facilities.

The Agent shall have no liability for any issues that may arise.

The Guest may opt to cancel their confirmed Booking as a result of such change or withdrawal of the Owner’s facilities. The Agent will support the Guest in finding alternative accommodation within the Boltholes and Hideaways portfolio should the Property become unavailable for whatever reason.

Should a Guest have to be moved, the Owner is responsible for any differential in costs for any alternative accommodation, so long as the differential is not more than a 10% increase. Should it not be possible to move to another Property within the Boltholes and Hideaways Ltd portfolio, then accommodation with other Providers may be considered. A Boltholes and Hideaways Ltd representative will liaise with the other holiday accommodation Providers at all times and make the payment.

The Owner will provide a full refund for any holiday that cannot take place as a result of the withdrawal of the Property. There will be no other compensation offered other than the differential in costs for a moved booking.

Access

The owners, or their designated representative, shall be allowed to access the cottages at any time to carry out any essential maintenance or other inspection relevant for the safety of the property.

Occupancy

The number of persons/dogs occupying a cottage must not exceed the maximum number the cottages can accommodate. If you are in any doubt please ask prior to the Arrival day. For fire safety reasons, the people that stay in the accommodation must not be of a different identity to those named as part of the booking. We reserve the right to refuse admission to the cottage if this should occur. If you wish to change the people that will stay, please let us know and we can update our Booking System. There will be an additional charge of 10% of the total holiday price for extra guests using the fold-up beds and/or futons in cottages where this service is on offer.

If a celebration is planned in a particular property, it is important that guests advise Boltholes and Hideaways Ltd. We sometimes have calls from neighbours and it is helpful if we are aware of what is going on. If the number of guests may exceed the advertised maximum as further guests are invited to call over to attend a celebration for the day, we need to be informed in case anything happens and we have to account for numbers in the building. Please respect the neighbours in the case of houses that are within a residential area. Loud music and late noise are not acceptable even if you are on holiday. The houses that are located on their own are better should this form of celebration be planned.

If dogs arrive at a cottage that is not advertised as dog friendly, the dog must vacate the Property immediately. If dogs arrive at a cottage and have not been paid for, we will request payment

Reduced Occupancy

Reduced occupancy is available during certain months of the year in some cottages (as denoted on the website particulars). This rate is agreed based on the use of one bedroom and one bathroom only. The bedroom is the larger/master bedroom (please check on website particulars for the size of the bed). The bathroom will be the larger with a bath and or/shower or both. Please discuss requirements upon booking as we can be flexible in some instances. The rooms that are not to be used will be clearly denoted. If the rooms are used, we will request the re-payment of the low occupancy discount.

Lost Property

We regret that we cannot accept responsibility for any lost property left behind after your stay. Whilst we will make every effort to return lost property, this will only be done on receipt of full payment of the registered post plus a £10 handling and packing charge. We cannot guarantee property will be returned quickly as often the housekeepers have to arrange to transport the item to the Office. Items not claimed after 28 days will be disposed of.

The use of the cottages/contents and site facilities is entirely at the user’s risk. We cannot accept responsibility for any injury or death to the hirer or any of their party, or other third parties, or for loss or damage to their belongings, vehicles or their contents or any other personal possessions or monies.

Any theft occurring during your stay due to lack of vigilance in terms of locking the property will invalidate the terms of the insurance and thus costs will have to be met by yourself.

Television

Some cottages have either a Freeview or a Freesat facility. The satellite dishes in some cottages are to enable a better reception for local channels for Freesat. This does not allow access to Sky in some cases. All information is on the quick info section on the website; if in doubt, please do ask prior to arriving. We cannot be responsible for any issues with reception

Wi-Fi

For cottages with wifi (listed under features on each cottage description), the password is within each cottage Welcome Folder or on the BT hub.

For all users of wifi, the Guest/s undertakes the following:

We cannot be held responsible if the service does not work so please do not book any cottage relying on this service or expect any refund if the service is not functioning and it is out of control. Often the weather can also affect the signal for some reason.

Health and Safety

The Owners wish to comply with the legislation governing holiday accommodation. There is a Welcome Folder within each cottage, and there are instruction leaflets for the appliances. Please ensure that the instructions provided are followed by the relevant manufacturer in order to keep safe and look after the appliances. If anything breaks or fails to work, please advise the contact person as soon as is feasible and a replacement can be provided.

A copy of the Fire Risk Assessment and Fire Notice will be found in each cottage and also in your guest log in.

Please note that showers and bathroom areas can be slippery when wet. Please dynamically risk assess these areas before you use the facilities and use the bath mats and/or towels as appropriate to stay safe from potential slips and falls. If you have any concerns, do call a representative of Boltholes and Hideaways prior to the use of a bathroom shower/bath and we can assist with advice.

Children’s Safety

Cleaning materials may be left in most houses for the use of guests during their stay. In most cottages, we keep the cleaning products in cupboards high up where possible.

It is the responsibility of guests to ensure that children are safe whilst in the cottages and are not able to access the cupboards where products are kept.

Fireworks

The use of fireworks is not permitted at any time due to livestock being in surrounding fields at Borthwen Barns and Farmhouses, Beachcomber’s, Gwynaeth Gwyn, Tal y Bont Uchaf, Tal y Bont Stables and Tal y Bont Cottage.

Cottages with Hot Tubs/Swimming Pools/Sauna

For their own safety, guests must follow the policy rules and note the risk assessment which is set out in the welcome folder of cottages with hot tubs, swimming pools and Saunas.

We make every effort to ensure that the tub is ready to be used as soon as you arrive at the cottage but this is not always possible. In colder conditions, the water will not be ready for a few hours. Please be patient and do not use the tub until at least 8 pm on your day of arrival. Children under four or who are unable to keep their faces out of the water must not use the hot tub.

At Belan Wen there are 2 CCTV cameras. One covers the front of the house and the other covers the back garden, including the hot tub. Due to serious damage occurring in the past, it is no longer possible to leave the CCTV camera inactive when guests are in residence. If you wish the camera to be covered over, please telephone Catherine and we can arrange this. Please note, however, if any damage occurs to the hot tub when the camera is covered we will not be able to check back through saved footage. You will therefore be fully liable for any damage that occurs to the hot tub from the time the camera is covered to the time the maintenance crew uncover it. This is because we will be unable to prove that any damage that takes place during your stay was not caused by yourselves. The footage is recorded by the CCTV unit and is accessed online by our logging in. We would only ever log in retrospectively in order to assess whether an area of the property was damaged during a guest’s stay. This will only ever take place with your full knowledge and permission prior to our logging in. At no point does anyone else apart from Boltholes and Hideaways Ltd Ltd and the Owners of Belan Wen have the login codes to access this account. At no point will any of the information be passed to anyone else. Should any footage be required for evidence you will be informed of this intention. Sadly, we have had expensive problems caused by misuse of the tub; this is no reflection upon our guests on the whole, but safeguards both parties involved.

At Belan Wen in terms of use, the chemical balance in a hot tub is determined by usage, the number of people and duration of use. In order to keep the balance, chlorine levels must be maintained. There is a mid-week check undertaken but we cannot confirm the day (week-long stays only). There is an adhoc test undertaken by MBCC an independent third party to make sure we are compliant. Please allow them access for this 2-minute test. Any damage to the hot tub or the cover will result in the Guest’s damage deposit being retained as per our terms and conditions. Should the cost of repair exceed the damage deposit the difference will be requested from the Guest.

Should any issue arise with the hot tub that renders it out of action, Boltholes and Hideaways Ltd Ltd will refund the number of days pro-rata that the hot tub was unavailable for use (for the hot tub charge only not for the holiday house total rental price).

Hot tub water testers from MBCC will call in periodically. The tests are carried out by an independent third party to ensure the hot tub is kept safe and clean and clear of Legionella. Boltholes and Hideaways Ltd will contact you to inform guests of dates and times for any random test that may affect a particular booking.

Swimming Pools/ Sauna – please read the Risk Assessment and Pool Safe Use Guidelines prior to arrival/before use of the pool. It is the responsibility of the guest to ensure that they have read and fully understand and follow the safety guidelines relating to the pool.

CCTV

Please note that Belan Wen has CCTV cameras. Please see above for Belan Wen’s terms of usage.

Min Y Wygyr has two security cameras located at the front of the property focusing on the front door and garage door only.

Hen Cymyran has a camera facing the driveway of the house from the garages

5 Bodafon Country Estate has two cameras, these are disabled when guests are in residence

The Old Abbey has one camera facing up the driveway of the house from the garage.

Claremont has a doorbell camera.

9 Rose Hill has a doorbell camera.

Local Beaches

We recommend that you familiarise yourself with the safety advice prior to arrival on the beaches.

Provision of Services

We may facilitate local services. We also can provide facilities for babies and small children to assist you during your stay such as high chairs, travel cot, toys and so on. We cannot be held responsible for any illness, or injury that may arise from the use of any service we have put into place for you.

Inventory

There is a list of all the items provided in some cottages. This can in most cases be sent to you before your arrival should you request it and wish to see what else you may need to bring with you. We think we cater for most things, but do let us know if you think we should consider anything else.

Lost Keys

We issue one key (unless there are more than 6 guests). Should the key become lost, please advise us immediately. There will be a charge of £250 to cover the cost of a new lock and the locksmith’s call-out fees. We strongly advise all Guests to leave the key in the key safe when going out for the day. If you get locked out and a representative has to call and let you back in, a charge will be made for the service.

Property Characteristics

Some of the cottages were built many years ago. Amongst the joys of living in such a property is that they are closer to nature than modern ones. That means that spiders, woodlice and so on can creep in despite being evicted during the changeover. Please forgive them and help them to return to nature! Please also note that spiders can form a den within hours and it is not necessarily a sign of poor housekeeping as cobwebs may form immediately after the property is cleaned and before you arrive.

Gamekeeper’s is on a working country estate. The “working” aspect means that there will be employees in the woods area and that tractors or quad bikes may be heard in the vicinity. The Estate holds grouse and pheasant shooting in the season. This may be noisy for one day each week between September and January. The dates vary, so please check upon booking for the days if you have concerns.

Please also bear in mind these places are in the country. Rodents may wander and may try to get an invitation inside when it is colder. This is far from ideal, but we cannot be held responsible for their attempts to get inside. We try to make sure the properties are rodent-proof, but they may find areas to enter buildings and if this is the case, please notify us and we will work hard to eradicate the issue. The owners work hard on pest control, and on the odd occasion where that may fail, we will endeavour to remove any unwanted guests. We mention it as mice can be around and sometimes a rat. We try our best but bear that in mind when booking that some places are more prone than others due to their location and proximity to fields and so on. If we have to employ pest control methods to eradicate the issue, the traps are always safe to use in the presence of dogs and we will alert you to any left. Often these do need to be left outside on the whole in order to trap the rodent in question over a period of time. If we do not take these steps, the issue remains unresolved.

Please bear in mind that the cottages were built before the existence of damp proofing and cavity walls. During cooler and windy weather the properties may become cooler than an average modern home which may have double-glazing and central heating, and modern insulation products. The two older cottages may occasionally be prone to condensation and show signs of damp if there are very long periods of wet weather. These are not serious or dangerous but if condensation does appear and the weather permits, opening windows allows air to circulate.

Older properties can be creaky, have uneven walls and floors so go carefully upon arrival until you get used to the geography of the cottage.

Melin Y Bont Windmill and Penrhyn Halen have cluster flies in the warmer months which circulate outside the building and may occasionally find their way in. They are tiny flies and tend to remain on the ceiling areas.

The owner reserves the right to decline accommodation or require the immediate withdrawal of any person/s not complying with the conditions or for any conduct detrimental to the property, property owner and/or comfort of other guests.

The owner reserves the right to request compensation for any damage as stated above.

Your statutory rights are not affected by any of the above terms and conditions.

Boltholes and Hideaways Ltd Ltd (company number 8765135) is registered as follows:

c/o Dunn & Ellis Chartered Accountants & Chartered Tax Advisers, St David’s Building, Lombard Street, Porthmadog, Gwynedd, LL49 9AP.

Contact details are as follows

Boltholes and Hideaways

Office: 01248 546100

E-mail: [email protected]

The contents of this document are confidential so please dispose of in a responsible manner.