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T’s and C’s

  • T’s and C’s


    Guests hereby agree to;

    • Pay all additional charges that are not included in the pre-payment
    • Pay for any losses, breakages or damages
    • Take good care of the property and leave it in a clean and tidy condition at the end of the stay. If the property requires an additional clean following departure, a charge of £100 will be made
    • Permit the agents reasonable access to the property
    • Not to part with any contents of the property or share the property, except with the number in the party agreed to at the time of booking
    • Respect guests and visitors in neighbouring properties and not to make excessive noise or cause a nuisance to others


    The agent and owners will not be liable to the client and/or persons in any event of death or injury to persons, or disease or loss or damage to property unless negligence can be proved, but otherwise will be under no liability to them whatsoever. The client hereby undertakes to indemnify the agent for any damage to the premises or property whether or not owned by the hotel, caused by the actions or activities of any person staying at the apartment, cottage or hotel or a guest of anyone using the hotel. The organiser shall ensure that the client or attendees and guests of the client shall observe a high standard of behaviour at all times and the agent reserves the right to expel or remove any guest or attendee behaving in a manner which it regards, at its own discretion, as detrimental to the standing of the hotel or likely to cause inconvenience or annoyance to any other hotel guest or user. In the event of such actions by the hotel, the hotel shall not be obliged to pay any compensation or make any refunds to the client.

    1. Contract

    Real Welcome Property Management Limited (RW) act as agent for the owner (the Owner) in the letting of their property (the Property) to you, the hirer (You). When you make a booking through RW, You enter into a contract with the Owner. Real Welcome Property Management Limited does not hold any ownership in the properties but acts as an agent for the Owner of the property. The rental arrangements are made by Real Welcome Property Management Limited on behalf of the Owner and the contractual relationship is directly between the Owner of the property and you. Real Welcome Property Management Limited will upon request, provide the name and address of the Owner of the property you have booked.

    2. Payment and refunds

    Bookings made within 4 weeks of your holiday start date must be paid for in full at the time of booking, including any additional charges and the damage deposit (please refer to paragraph 9). No refunds will be provided for a cancellation of the holiday after payment has been received. For a booking made more than 4 weeks before your holiday start date, a deposit of one third of the total rental is payable. This deposit is non-refundable. Upon payment of the deposit and subject to acceptance of the booking, the balance of the rent plus the damage deposit and the cost of any bespoke service requirements must be made on or by the date which is 4 weeks prior to the holiday start date (the Payment Date). RW will inform You of the Payment Date at the time of the booking and remind You by email as the date approaches. If the balance is not paid on or by the Payment Date, You authorise RW to debit the bank card provided for the balance on the Payment Date. If payment of the balance, for whatever reason, is not received by RW on or by 3 weeks before the holiday start date, RW reserve the right to cancel the reservation, to retain the deposit and seek from You payment of the outstanding balance. RW accept all major credit and debit cards except for AMEX. A 1% surcharge applies to payment by credit card. Cheques are not accepted as payment. Once RW have communicated the booking to You, a minimum administration fee of £25.00 plus vat is payable for all changes to the booking. Any alterations involving re-invoicing will carry a £25.00 plus vat fee payable for each alteration made. Cancellations or Requests for a Property transfer will be handled as a cancellation (see paragraph 12).

    3. Booking and Availability

    You, as the party leader, must be over 21 years old. You acknowledge that RW staff have no authority to vary these booking conditions or any of its printed matter and that You have not relied on, and shall have no right or remedy in respect of, any statement, representation, assurance or warranty (whether made negligently or innocently) other than as expressly set out in these conditions or any of RW printed matter. Whilst the contract is made on the understanding that the Property and its published facilities will be available for the dates stated, all of the properties are subject to availability. In the unlikely event that RW or the Owner has to cancel the booking, RW will, if possible and as soon as reasonably practicable, offer you alternative accommodation of a similar type, standard, location and price. As the alternative property is likely to be owned by a different Owner, the advertised cost of the alternative property will be payable. If the cost is higher, you may be able to claim the price difference from the original Owner. If the cost is lower and you have already paid the full amount for the holiday, You will receive a refund of the price difference. If you do not wish to accept the alternative property You will receive a full refund of all monies paid to RW but You will have no further claims against RW or the Owner.

    4. Sleeping Capacity

    The maximum number of people allowed is stated in every description and extra persons cannot be accommodated. You shall not part with possession of the Property or share it, except with members of the party named on the booking form. You shall not use the Property for any commercial purpose. The Owner reserves the right to terminate without notice and without refund for a breach of this condition.

    5. Occupation times

    The Property shall be available from 3:30pm on the holiday start date until 11am on the end date. Early check in is available at an additional cost (please ask a member of the team for details). Should you fail to leave the Property by this time, a fee may be incurred which is payable out of the damage deposit (paragraph 9). All keys must be returned to the Hotel Reception upon check outotherwise a £50.00 fee will be incurred and deducted from the damage deposit.

    6. Pets and Smoking

    Pets are not allowed in any of the self-catering properties. RW adopt a strict no smoking policy. Smoking is not acceptable anywhere inside the Property. If this policy is ignored then RW reserve the right to take appropriate action. A charge of £75.00 will be deducted from your damage deposit if evidence of smoking is found. The use of candles is prohibited as they are a fire hazard.

    7. Linen and Equipment

    The Property is equipped with bed linen (duvets, sheets, pillowcases), bath and hand towels, oven cloths, tea towels and bath mats (one per bathroom) and all items specified on the Property’s inventory. Additional linen and towels can be provided upon request and will incur an additional charge. Linen and blankets for cots are not supplied. You must not take the white towels to the beach. Any items that are missing from the inventory at the end of the holiday shall be charged to you at their RRP and deducted from the damage deposit.

    8. Property Accessibility

    Please ensure you familiarise yourself with the property access prior to booking. Please contact your sales team should you require further clarification.

    9. Damage, Deposits and Cleanliness

    All bookings are accepted on the condition that the Property will be respected, and that you shall be responsible for any breakage and/or damage to the Property and/or its contents. A damage deposit of £250.00 will be held in accordance with our bank card pre-authorisation and will be returned in full within 14 days of departure, provided no loss or damage has incurred and the Property is left in good order. When you pay the balance of your holiday, you will be asked to provide card details to cover the relevant damage deposit for your property. The pre-authorisation of your damage deposit is carried out the day before you check into the property and access to the property will not be granted without successful transaction of these funds. In the unlikely event you haven’t specified which card upon which to pre-authorise the damage deposit we will use the same card for which the balance of your holiday was paid on. The Property shall be checked within 0-5 days of your departure/termination date. In the event of damage as a result of your holiday, we shall report to you within 14 days of departure with a breakdown confirming the deductions we will make from your deposit details to cover; loss, breakage, damage, extra cleaning costs to the Property or its contents. Please note we reserve the right to charge an administration fee of £20 + VAT for the processing of any damage claims. You have a further 7 days after deductions have been made to respond with any relevant queries. There will be a minimum £25.00 charge to dispose of any excess rubbish or recycling left in the Property at termination, which may be deducted from the damage deposit. The information packs provide information regarding where the nearest recycling and refuse centres are in relation to the Property. Your liability for a breach of this condition is not limited to the damage deposit.

    10. Access

    The Owner or his representatives shall be allowed access to the Property at any reasonable time during any holiday occupancy.

    11. Possession of the Property

    RW or the Owner may cancel the booking and take back possession of the Property and its contents if they reasonably believe that you are in breach of a material booking condition or that damage is likely to be caused, has been caused or is being caused by You or any members of your party. This will be treated as a cancellation by you and no refund of any monies paid in respect of the booking will be made. RW and the Owner shall not have any liability for any losses suffered as a consequence of the cancellation.

    12. Vehicles and Personal Belongings/Lost property

    RW and the Owner do not accept any liability in relation to any damage to, or loss of, your personal property and belongings except where the damage or loss is caused by the negligence of RW or the Owner. It is your responsibility to ensure that you have adequate holiday insurance cover. Lost property will be held for 14 days and then handed to a local charity shop or a recycling centre unless we have been contacted by you with proof of ownership.

    13. Building works

    We are unable to provide advance warning of nearby building works to properties as in the vast majority of cases we are never advised when and where they will occur. However advance warning will be provided where possible (in the event we are aware of such works in the first instance) if works may potentially compromise safety, access and the view from the front of the property.

    14. Health and Safety

    For your safety, it is important that you read and adhere to the important information provided within properties. This information includes; Fire Safety Notices and evacuation procedures as well as information regarding the use of facilities such as swimming pools. Appliance instruction manuals should be provided by property Owners (within the Property) along with any additional trouble shooting information where Owners deem necessary. RW understand their duty of care to customers and have ensured that the premises are reasonably safe for the purpose for which customers are invited to use them, however, each customer has a duty of care to take care of his or her own safety. RW cannot be held responsible for a customer’s own negligence so please ensure you use the facilities safely and responsibly.

    15. Holiday cancellations

    To cancel your booking, you must telephone RW on the number shown on your booking confirmation as soon as the reason for cancellation occurs. You must immediately confirm your cancellation in writing. The day RW receives your written cancellation is the date on which your booking is cancelled. If the written confirmation is received greater than 28 days from the start date of the holiday, then only the deposit shall be retained and any balance held by RW shall be returned to you. If the written confirmation is received by RW 28 days or less from the start date of the holiday, then the full rental payment (if held by RW) shall be retained, or alternatively be payable by You. We strongly recommend that You take out holiday insurance which includes holiday cancellation.

    16. Complaints Procedure

    Should any complaints arise during your stay, please allow RW and/or the Owner the opportunity to investigate the matter further. As soon as is reasonably practicable after the problem arises, you should contact our Booking Officeon 01326 312671, giving full details of your complaint. RW will make every effort to deal with your complaint quickly and efficiently. In no circumstances will compensation be made for complaints raised after the holiday has ended when the visitor has denied RW and/or the Owner the opportunity of investigating the complaint and endeavouring to put matters right during the holiday. If however you have followed the above process and remain dissatisfied, you must within 30 days from the date of the end of your holiday put your complaint in writing to the RW. RW will thereafter provide assistance in attempting to resolve the complaint between You and RW and/or the Owner.

    17. Advertising

    Whilst RW make every effort to ensure the accuracy of the information contained in all advertising and other promotional literature, the information and prices may have changed by the time You come to book or there may have been an error. RW reserve the right to amend prices quoted for the Property in any advertising material due to error, omission, or changes in the VAT rate and, to change the payment processing charges. You must check all material details of the Property with RW at the time of booking. RW cannot accept any responsibility or liability for any inaccurate, incomplete or misleading information about the Property or its facilities and/or services, except in the case of negligence by RW. RW will however use its reasonable endeavours to notify you of any changes to or any inaccuracies in any information contained in any advertising material provided to You relating to the Property as soon as reasonably practicable.

    18. Liability

    RW and the Owner shall have no liability for failure to perform any of its obligations if such failure results from events, circumstances or causes beyond its reasonable control (such as a breakdown of domestic appliances, internet access (if applicable), plumbing or wiring, exceptional weather conditions, and changes to or the withdrawal of specified amenities or facilities mentioned in RW’s advertising literature). RW and the Owner shall have no liability for any death or personal injury unless this results from the negligence of RW or the Owner. As RW acts only as the agent for the Owner, RW accepts no liability for any acts or omissions of the Owner, to include any shortcomings or defects with the Property. RW total liability in respect of any losses arising in relation to the letting of the Property shall not exceed the amount paid by You to RW for the Property.

    22. Law

    These conditions and any dispute or claim arising out or in connection with its subject matter shall be governed by and construed in accordance with the law of England and Wales.

    27. Out Of Hours Emergencies

    Our Central Reservations team office opening hours are 8am – 9pm Mon to Fri and 8-7 on a Sat and 9-7pm on a Sunday. Outside of these hours all calls will be diverted to the Falmouth Hotel reception. The Falmouth Hotel reception is manned 24 hours a day, 7 days a week and you can dial ‘0’ to speak to someone in our reception team from the self-catering property. Please call either emergency lines for the following reasons only:

    1. Without any Heating

    2. Without any Power

    3. Without any Water

    4. Any Serious Water Leak (ie ceilings , flooded floors)

    5. Locked Out.

    Unable to access WIFI is NOT deemed an emergency. Please refer to your property welcome letter for relevant contact numbers should an emergency arise. Any issue not deemed an emergency will be responded to on the next business day by the office team.