Hourglass Holiday Homes

Cancellation Policy

Cancellations & Changes

Once you have booked your stay with us and we have accepted your booking, our agreement is a legal contract and any deposit you may have paid is non-refundable (other than in the event of non-availability as described below). If you need to cancel, please contact us immediately and confirm it in writing or by email.

For holidays cancelled by you, you will remain liable to us for payment of the total cost of the holiday. However, if we are able to re-let the accommodation for part or all of the duration, any rent thus recovered will be refunded up to a maximum of the price you have paid less an administration fee. You should take into account that we may have to discount the rent to secure a re-booking especially at short notice.

Each cottage booked is a separate contract. A cancellation in one cottage does not cover the rent for any other cottage, either for that week or any other week.

Other than at our absolute discretion, a request for a change of holiday dates or cottage will be treated as a cancellation followed by a new booking, and your cancellation liability for the original booking will remain as described above. We may require an increased deposit or payment of the original holiday balance in full, before accepting the new booking.

In exceptional circumstances we may at our discretion agree to a change of holiday dates or cottage, on payment of an administration fee. The holiday cost will be recalculated based on our advertised standard prices, at the time of the change request, for the new cottage and/or dates. We may require you to pay an increased deposit or the balance of the new holiday cost in full, before agreeing to the change. If the cost of the new holiday is less than that of the original booking, no refund or diminution of price for the changed booking can be given.

The administration fee for changes or cancellations is currently GBP50.

During the current global COVID-19 pandemic, if the imposition of regulations by the national or local government means that your booking cannot proceed, the following options will be offered to you:

  1. Defer your booking to an alternative date (subject to availability).
  2. Receive a credit note for the same property.
  3. Cancel your booking and receive a full refund including any deposit.

In the event that you are unable or unwilling to travel for any other reason, our normal cancellation procedure will apply.