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Terms and Conditions for Staying at The Helmsley Retreat, Holiday Cottage

Please read carefully before making payment.

 

 

Acceptance of Terms
By paying the deposit or balance, guests acknowledge and agree to abide by the following terms and conditions for their stay at The Helmsley Retreat holiday cottage.

 

 

1. Booking and Payment

  • A deposit is required to secure your booking, and the full balance must be paid 6 weeks prior to your arrival.
  • Refunds: Refunds are not permitted for cancellations.
  • Date Changes: Date change requests must be made at least 6 weeks before the arrival date and are subject to availability and the owners' approval.

 

 

2. Check-In and Check-Out

  • Check-in is from 5:00 PM onwards.
  • Check-out is strictly by 10:00 AM.
  • Late check-outs may incur additional charges.
  • Guests must vacate the premises by the specified check-out time.

 

 

3. Damage and Liability

  • Guests are responsible for any damages incurred during their stay and agree to cover the costs for repairs or replacements.
  • If small items such as glasses or cups are broken, please notify us. We understand accidents happen. If you’d like to leave a small amount to cover this, it's appreciated.
  • For significant damage, we recommend all guests have appropriate travel insurance to cover such events.

 

 

4. Issues on Arrival / Guest Satisfaction

  • The property is thoroughly cleaned, checked, and prepared before every arrival. While we always strive for the highest standards, we are only human and on rare occasions something may be unintentionally missed.
  • If you find anything you’re not happy with on arrival, or during your stay, you must inform us as soon as possible - ideally within the first couple hours of arrival - so that we have the opportunity to inspect and address the issue.
  • We will always aim to rectify any concerns promptly and professionally. This may include arranging a return visit from our cleaning team, replacing items, or other reasonable remedies.
  • Please note: If you choose to leave the property early without giving us the opportunity to resolve the issue, this will not entitle you to a refund or compensation. We can only help if we are given the chance to do so.

 

 

5. Hot Tub Usage

  • The hot tub is for private use and is thoroughly cleaned and refilled before each stay. Please note it may not reach full temperature until the evening of your arrival.
  • Guests are kindly asked not to use the hot tub after 10:00 PM, out of respect for neighbors and to maintain a peaceful environment.
  • Hot tub rules and maintenance guidelines will be provided prior to your stay and must be followed.
  • If misuse of the hot tub results in the need to drain and refill it, a non-negotiable fee of £80 will apply, and the hot tub will be unavailable for at least 12 hours while the water returns to the correct temperature.
  • The hot tub is provided as a complimentary feature of your stay. In the unlikely event that a technical issue arises, we will do our best to resolve it promptly and may call out an engineer if necessary. However, please note that if the issue cannot be rectified during your stay, this does not constitute grounds for a refund or discount.

 

 

6. Pets & Pet Owner Responsibilities

We welcome well-behaved dogs at The Helmsley Retreat; however, to protect the comfort, hygiene, and enjoyment of all guests, the following terms apply:

  • Pets must be declared at the time of booking. A (£100) refundable Pet deposit may apply.
  • A maximum of one house-trained doge is permitted.
  • Pets are not allowed on beds or furniture and must not be left unattended inside or outside the property.
  • Guests must clean up after their pets immediately, both inside and in the garden area. This includes any fouling on gravel, patio, decking, or outdoor furniture.
  • Hygiene breaches, including indoor urination or fouling, will result in additional cleaning charges and replacement costs.
  • Any damage caused by pets will be charged in full.
  • Repeated disregard for these rules, or failure to clean up after pets, may result in the guest being asked to leave without refund and being unable to book in the future.

     

We reserve the right to charge for any extra cleaning, replacement of items, or loss of income due to misuse of the property by pets or pet owners.

 

 

 

7. Smoking

  • Smoking is strictly prohibited inside and outside the premises.

 

 

8. Respect for the Neighborhood

  • The cottage is located in a quiet residential cul-de-sac with both permanent residents and other holiday lets.
  • Guests are kindly asked to keep noise to a minimum, particularly between 10:00 PM and 7:00 AM.
  • Please be considerate when using outdoor spaces, including the hot tub and garden.

 

 

9. Parking and Vehicles

  • One private parking space is available for guest use.
  • The management is not responsible for any damage to guests’ vehicles while on the property.

 

 

10. Liability Waiver

  • The Helmsley Retreat is not responsible for any accidents, injuries, or loss of personal belongings during your stay.
  • Guests are strongly encouraged to take out travel insurance to cover unexpected events.

 

 

11. Garden and Outdoor Areas

  • The enclosed garden is accessible via a side gate for added convenience.
  • Guests are welcome to enjoy the garden but are asked to keep it tidy and respect the neighbors’ peace.

 

12.  Operational Visits & Essential Maintenance

To ensure the safety, hygiene, and smooth running of the cottage, certain essential visits will take place during your stay. We always aim to minimise disruption and respect your privacy.

  • Hot tub maintenance: The hot tub is checked regularly (usually in the early morning) to test water quality, clean filters, and ensure it is safe for use. This is a legal health & safety requirement and ensures a hygienic experience for all guests.
  • Laundry delivery & collection: Clean linens are delivered and used linens are collected via the external storage cupboard located in the garden area.
  • Window cleaning: Carried out approximately every 4 weeks and requires access to the back garden.
  • Emergency maintenance: In rare cases, contractors may need access to external areas to carry out urgent safety repairs (guests will be informed as soon as possible).

 

 

13. Compliance with Local Regulations

  • Guests must comply with all local laws and regulations during their stay, including health and safety guidelines.

 

 

14. Feedback and Reviews

  • Guests are encouraged to leave positive feedback after their stay, as it is invaluable for the future of The Helmsley Retreat and for future guests. The owners are committed to constantly improving the guest experience and maintaining the highest standards.
  • If guests identify anything that is unsatisfactory or are unhappy with any aspect of their stay, they are kindly requested to contact the owners directly so that any issues can be addressed promptly and appropriately. A feedback email is sent prior to departure, and guests are welcome to reply to that message with any comments, suggestions, or recommendations for improvement. We kindly ask that guests give us the opportunity to resolve any concerns before leaving public feedback, as we value fairness and aim to ensure every guest leaves completely satisfied.

 

 

Cancellations and Refunds

At The Helmsley Retreat, we do not offer refunds for cancellations. We understand that this may feel unusual in today’s world, where many things are refundable, but holiday cottages operate differently for several reasons:

  1. Preparation and Planning: A significant amount of time and effort goes into preparing the cottage for each stay. From cleaning and maintenance to managing bookings, these costs are incurred regardless of whether a guest stays or cancels.
  2. Limited Availability: As a single holiday let, The Helmsley Retreat has limited availability. When a booking is secured, it often means turning away other potential guests. If a cancellation occurs close to the arrival date, it can be challenging to rebook the property at such short notice.
  3. Fairness to All Guests: Our pricing structure is based on ensuring that every guest receives the best experience. Offering refunds for last-minute cancellations would mean increasing prices overall to cover potential losses, which we feel would be unfair to our other guests.

For these reasons, once the full balance has been paid (6 weeks prior to arrival), cancellations are non-refundable. We strongly recommend that all guests take out sufficient travel insurance to protect against unforeseen circumstances, including cancellations.

By proceeding with your booking and staying at The Helmsley Retreat, you confirm that you have read, understood, and agree to these terms and conditions.