Hourglass Holiday Homes

Terms & Conditions

Terms & Conditions

Booking Conditions

Here are our booking conditions. Please read these carefully as they set out the terms and conditions of the contract that you will enter when you make a booking with us. Please contact us if you have any questions, we will be happy to help.


Arrival and Departure

Depending on the property requested, weekly bookings run for period stated in the property details. Any short break stays run for period stated in the property details. These may differ on different properties so please make sure that the periods match your requirements as we will not be able to change arrival and departure days once the booking has been made. We may consider booking periods outside of normal arrangements, on request, but cannot guarantee granting the request and reserve the right to make an additional charge if granted.

On the day of your arrival, your cottage will normally be available from the time stated in your booking/arrival email. If for any reason there is a change to this time, we will contact you by SMS and/or email as soon as possible, Please let us know if you will be arriving late in the evening or on a different day so we can manage your arrival with us effectively.

On the day of departure, you must vacate your cottage by the time stated in your booking/arrival email. Please let us know if you will be leaving earlier than the expected day so we can manage the changeover effectively. Should you fail for any reason to vacate the property by the specified departure date and time, you will be liable for (i) any extra costs that we incur in making the property ready on time for the following guests, (ii) any costs that we incur in the event of resulting disruption to the following guests’ booking, and (iii) additional rental charges at our discretion.

Keys must be collected and returned as per the instructions provided. We may be able to accommodate an early arrival or late departure if requested in advance of your stay commencing but reserve the right to make an additional charge for this.



All bookings are subject to written (email) confirmation. A deposit is payable at the time of booking of 30% of the total rent. Once the deposit has been paid and the booking has been confirmed in writing by us, a binding contract will exist between us. Deposits are non-refundable unless we are unable to accept the booking.

At our discretion, a security deposit to cover exceptional cleaning or damage may be requested before acceptance of any booking.

The full balance is due eight weeks before the arrival day unless otherwise agreed in writing. If it is not received by the due date, we have the right to cancel the holiday and the deposit will be lost. We are not obliged to send reminders. For bookings made within eight weeks of the arrival day, the full rent must be paid immediately unless otherwise agreed in writing.

Our prices are inclusive and quoted in Pounds GB (GBP) inclusive of applicable taxes at the prevailing rate. Payment may be made by credit / debit card via the website or by bank transfer (details on request).



Only the persons listed in the booking request, or notified to us and accepted by us afterwards, may stay in the property. The accommodation, or any part thereof, must not be sub-let. No more than 2 day-visitors to the property are permitted without prior approval of the Owner.

The maximum occupancy of the property, as shown in our website, must not be exceeded. If the maximum number of allowed persons has been exceeded without prior consent, the Owner has the right to revoke the booking without refund and ask all persons to leave the property immediately.

Bookings will not be accepted from single sex groups and groups of persons under the age of 25 years without our prior agreement, and we reserve the right to refuse or revoke any bookings from parties which may in our opinion be unsuitable for the property concerned.


Cots and Highchairs

We will provide a travel cot, stair gate, and/or highchair on request. Whilst we will check to ensure that these are in working order and correctly installed, this is for our own purposes. Clients cannot rely on this and are advised to check the safety of any such items before use and the circumstances of the environment within which they are to be used. We will not accept any liability for their misuse or any accident involving them.


Children and Safety Advice

Clients must accept full responsibility for the safety of any children in their booking party and any day-visitors. Our rental properties are general domestic properties, and no assurances can be provided as to the safety or suitability of the property for the Client, the Clients’ children, or any day-visitors.

The Clients should pay particular attention to keeping a close eye on children of all ages (or other members of the party who may not be able to adequately identify risks) whilst at the property, particularly in regard to the proximity of roads and rivers, open fires, open windows, and the use of BBQ equipment. Please be aware that if a property is advertised as having an enclosed garden, this does not necessarily mean a secure garden. It may be enclosed by hedging, open style fencing or have a low wall or fence, and gates may not be lockable.

Please be extra vigilant with:

Balconies, railings, small walls and fences or boundaries with gaps – small children can squeeze through gaps and climb and we cannot accept any responsibility for any accidents that happen as a result.

Glass doors and windows – these can be difficult to see in bright light and Clients are particularly advised NOT to open sash windows in period properties, due to the danger of falling and the mechanism of the window.

Wooden and tiled floors – can be very slippery when wet and should be avoided by those with wet feet.

Properties adjacent to roads or rivers – Clients must take extra caution in properties near to roads or rivers. Do not permit any children or pets to access the outside areas unattended and they should be closely supervised at all times.



Smoking is not permitted within any of our properties. If any evidence of smoking inside the property is discovered, an additional cleaning fee of GBP100 will be charged.


Cancellations and 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.



We strongly recommend that you obtain suitable holiday insurance to avoid any loss owing to cancellation.



Once accepted, we will only cancel your booking if the accommodation becomes unavailable for letting for reasons beyond our control. In this unlikely event, we will attempt to offer you alternative accommodation or holiday dates. However, if this is not possible or unacceptable to you, we will refund all monies paid by you. Whatever the circumstances, our liability to you will not extend beyond a full refund. We shall not be responsible for any consequential loss.


Inspection and Maintenance

We or our representatives shall be allowed access to the accommodation at any reasonable time for inspection or maintenance, including emergency maintenance at any hour where this is necessary.


Use of Complimentary Toiletries and Cleaning Materials Provided in the Property

Complimentary toiletries are provided in the properties. Whilst every effort has been made to ensure they are hypoallergenic, use of these items is at the Client’s own risk and no responsibility will be accepted for any adverse reaction. Clients are advised to test on a small patch of skin before use. The use of cleaning materials supplied in the property is also at the Client’s own risk.

Damages and Breakages

Please take good care of our accommodation. Whilst we employ housekeepers, guests are expected to leave the cottages in a neat and tidy fashion with all bins emptied, and all dishes washed and put away. We may charge a supplementary cleaning fee if there is excessive soiling or mess left behind.

You are responsible and liable for any breakages which you cause to the accommodation or its contents. We do not normally charge for minor breakages, but you will be held responsible for repair or making good if we consider that the damage is significant or culpably negligent. Please report any damage or breakages as soon as they occur.

Our beds have regular mattress protectors, but if you feel that any of your party need greater protection, we ask that you bring and use your own waterproof mattress protectors in addition. We will charge for a replacement mattress if one is damaged by any soiling.

You must report without delay any apparent defects in the property or any breakdown of equipment or appliances therein. Arrangements for repair or replacement will be made as soon as possible. However, we cannot accept liability for any happenings outside our reasonable control such as the breakdown of domestic appliances, heating, plumbing, or wiring systems, or temporary invasion of pests.



If the Client has a genuine complaint in respect of the holiday home then this should immediately be reported to the property owner or managing agent, for whom contact details are provided in the property. We will do our best to ensure that any such matters are rectified as soon as possible.

No correspondence will be entered into in respect of complaints made on departure or after the Client’s return home. The Owner or managing agent must be afforded reasonable opportunity to rectify whatever has caused the complaint to be made during the holiday. Complaints which are not reported immediately will not be entertained subsequently and certainly not after the end of the rental period (having not given the Owner or Agent the opportunity to rectify the problem during the holiday).


Anti-Social Behaviour

You agree not to act in any way which might cause disturbance to any neighbouring properties. Please ensure that noise is kept to a minimum, particularly late at night or in the early morning. If we consider that you have behaved anti-socially, irresponsibly, or have caused significant damage to the property or the property of others, we are entitled to terminate your let immediately without a refund. No parties or gatherings are permitted to be held within the house or grounds of any of our properties.

The Client must ensure that nothing happens which may be a nuisance or inconvenience to occupiers of neighbouring property or adversely affect any insurance of the property.


Our Liability

We do not accept any liability for any damage, loss, injury, sickness, or inconvenience to any member of your party, or any vehicles or possessions belonging to any of them, howsoever caused, nor shall we be liable for any additional expenses incurred by you whether directly or indirectly caused by or arising from any aspect of your booking with is. Under no circumstances shall our liability to you exceed the amount paid by you to us.

We do not accept any liability for failure of services, weather conditions or other circumstances outside of our control, for example power cuts, interruptions to telephone/broadband connections or mains gas supplies, heavy snowfall, roadworks and maintenance to neighbouring properties.


Website Content

We will endeavour to ensure that the content of our website is always accurate, honest, and up to date. However, all content, including prices, is subject to change without notice.


Personal Information

All personal information collected through the forms in our website will be used only for the purpose intended, e.g. to answer an enquiry or to process a holiday booking. Personal information will not be retained for longer than is necessary to satisfy the enquiry or booking made. For the purpose of offering discounts to returning guests, this means that details will normally be retained after the holiday. We will remove your details from our system on request.


Mailing List

In the case of our mailing list, we will retain the information supplied by you for the purpose of operating our mailing list. Your information will not be shared with any other third parties. We will remove your details from our mailing list on request.



Cookies are small parcels of data stored temporarily on your hard drive while you are browsing a website. These are a standard mechanism used by most websites. Our website employs cookies for the purpose of maintaining user sessions to enable the booking process. Cookies are also used for the purpose of generating access statistics. These provide us with general information about how our website is used. No personal information that would enable us to identify individuals is either obtained or stored, and these cookies are deleted automatically within 24 hours. By using our website with cookies enabled, you consent to our use of cookies.



Links to external websites are provided as a service to our users, e.g. where they contain information that may be of either general or specific interest to persons planning a self-catering cottage holiday. However, we are not responsible for the content, views, or accuracy of information on external websites.



You accept that data gathered during the course of this booking may be held on computer.


Applicable Law

When making a booking with us, you agree to comply with the above terms and conditions. In the event of a dispute, the laws of England and Wales shall apply, and the English courts shall have jurisdiction.