Whitstable Holiday Lets (WHL) Terms and Conditions


These terms and conditions are applicable for all bookings.


VILLA BOOKINGS By requesting an online quotation, or by completing an online reservation/booking, or by placing your booking over the telephone, or by signing and posting/faxing a booking form, you accept these Terms and Conditions as a binding contract between Whitstable Holiday Lets (abbreviated WHL) on behalf of yourself and any other members of your party. WHL cannot accept your booking without a signed booking form, or a completed online reservation, or an email request to reserve the property, or your verbal confirmation to proceed given over the telephone. A written/emailed booking confirmation sent to you by WHL means WHL has accepted your booking, subject to receiving your deposit.

EMAIL ADDRESS, TELEPHONE & PASSPORT COPIES It is vital that we have a valid email address. If you change this you should inform us immediately. We correspond by email. Once your booking has been made and we have received your deposit, all further correspondence is by email. We will also email you all of the information that you'll require to get into the property. We also require a mobile phone number so we can contact you during your stay.  We also require the telephone number of any person(s) who are paying for the property rental by credit/debit card. For all payments made by credit/debit card the cardholder must be present on arrival at the villa, and must show their credit card and passport as proof of card ownership and verification.

PAYMENT, RESERVATION AND DEPOSIT Upon booking and confirmation that your requested dates for the property rental are available we charge a non-refundable 25% deposit of the rental price, plus any additional services you have booked for you and your party. Your reservation is only guaranteed once your deposit has been received. The remaining balance of the rental price, plus any additional services you have booked, plus a GBP £250 fully refundable security/damages deposit is due two calendar months before the rental start date. Bookings made less than two calendar months before the rental starts must be paid in full upon booking. You will be emailed a reminder for the balance and the date it is due to ensure payment is made in time. Payments are made by bank transfer into our bank account or via credit card (details will be sent to you to make payment). Failure to make your balance payment on time could result in you losing your booking. Payments made by debit or credit card. Debit cards carry no issuing surcharge. MasterCard and VISA credit cards carry at 2.5% surcharge. American Express credit cards are subject up to 3.5% surcharge. Unless agreed otherwise, all currencies will be converted to British pounds sterling GBP, at the exact Yahoo spot market rate on the day of payment. No currency margin, or commission is taken by WHL.

SECURITY DEPOSIT The security deposit of GBP £250 has to be paid with your balance payment. We require you to inform us of any serious damage or breakages caused during your stay, and a list of all breakages, stains, or damages in writing upon leaving. Where time permits we like to do a quick initial check of the property when you depart. We understand that sometimes this is not possible due to various time constraints; such as leaving for your return flight, your guests using the bedrooms or packing or our representative not being available / have sufficient time to check the villa. A full and detailed check will take place after your departure and before the next guest's arrival. You will be advised of any faults or damages found after this detailed check (pictures will be taken if possible) and we will advise you as soon as possible the cost of repair or replacement. Sufficient time must be allowed for us to do this, as we are often waiting for suppliers to give us quotations.

Anything damaged, spoilt or broken will be charged at the replacement cost. We make a charge of GBP £34 per hour to cover our time obtaining quotations, labour, travel, telephone, and any additional work required to fix, repair or replace broken or damaged items in time for our next client. Any items having to be purchased will be replaced with 'like for like', of the same quality and standard. No 'mark-up' will ever be added. The security deposit will be refunded after the property is fully cleaned and checked as detailed above. Should the security deposit not cover all the damage, repair or replacement caused then we will request extra funds to make up the difference. You authorise us to charge your credit card to cover such additional damage or replacement costs, or if no credit card was supplied you agree to transfer the additional funds within 7 days of the notification of the extra costs.

ARRIVAL AND DEPARTURE TIMES On the first day of your rental, the villa will be ready for you from 4pm. We have a key safe for you to collect your keys from. Your rental will start from the date you booked, we can not extended this date if your flight is delayed or cancelled, you are required to contact WHL if unable to arrive at the property. If there is any delay, please call and text the mobile number you were provided with and you have been given in your arrival information. 

On your departure day please leave the property by 10am. 

Unless by prior agreement with WHL, failure to leave by 10am will incur an extra half day rental charge. Failure to leave by 2pm on your departure day will incur an extra full day rental charge.

CANCELLATION AND REFUNDS If you cancel your booking more than two calendar months before your arrival date then your will lose your 25% deposit only and any non-refundable extras. If you cancel your booking between 2 calendar months and 4 weeks prior to arrival then you will be liable for 50% of the property rental and any non-refundable extra costs, and if you cancel less than 4 weeks prior to arrival then you will be liable for 100% of the rental and concierge costs.

No exceptions to this policy can be made for any reason, therefore holiday insurance with a cancellation policy to cover any such rare occurrence is strongly recommended.

CHANGES TO BOOKING AND PROPERTY AVAILABILITY WHL reserves the right to amend the booking dates. This may be due to several reasons, not limited to but including, war, adverse weather conditions, riots and or matters concerning participants safety, operational circumstances such as damage caused by fire, or the property becoming unusable due to utility company work or lack of services, leaks, repair work or any other such reason. In these circumstances the booking may need to be adjusted accordingly. WHL is not liable for any additional costs or losses that may be incurred by the client due to the change of booking. This includes, but is not limited to, any extra hotel reservations or car rentals, or the cost of non-refundable airline tickets. Situations may arise which, in our opinion, make it necessary for us to alter the normal booking schedule. If you cannot accept the dates of any new booking that WHL propose then WHL will refund monies you have paid for to us in full. We advise that your travel insurance covers holiday curtailment.

In the event before your arrival or during your period of rental your villa choice becomes unavailable or unusable for any reason we reserve the right to offer you an alternative property of the same level of quality and in a similar area, or to refund all monies paid to date and cancel the booking. We reserve this right in the case of availability clashes, unexpected, unforeseen or uncontrollable situations. Should WHL successfully be able to you offer a similar property and location, a pro rata refund for the difference will be refunded if the property offered is a lower rental cost for the same period. If WHL is not able to find a similar property then a full refund of monies paid will be returned, or in the case that some time has been used already at the property before it becomes unavailable then a pro rata refund will be given. This constitutes the maximum liability of WHL. WHL are not responsible for any other expense or costs incurred including rearranging or cancelling flights or car hire. We strongly recommend holiday insurance cover.

INSURANCE WHL recommends that you take out adequate travel insurance, including cover for medical treatment, accidents and repatriation, and holiday cancellation and curtailment. It is your responsibility that you arrange, or ensure your party have appropriate comprehensive travel insurance. This to include cover for illness, personal injury and travel delay/cancellation. We assume that such a policy is in force before you depart.

VILLA RENTAL RATES AND PRICE GUARANTEE Prices quoted or viewed on our website are those in effect at the time when you made your booking, and remain guaranteed once the 25% reservation deposit has been paid. Once a price has been agreed and deposit paid WHL will not change this price under any circumstances, thus guarding against any future price increases.

OUR RESPONSIBILITY We are responsible for providing the services listed on our website, where it is within our control. We carefully and regularly monitor our properties. WHL cannot guarantee that all items listed on our website will be functional at all times, however all endeavours will be made to rectify any problems as soon as we possibly can. We reserve the right without prior notice to withdraw any part or all of the facilities available, and to make such changes as may be necessary. Furthermore, it is agreed by you that the owners, operators and agents of the rental properties of WHL are not the guardians of any customers safety and they, individually or collectively, cannot be held liable in any way for any occurrence, which might result in illness, injury, death or other damage, loss or theft to the customer, his property, or his family, heirs, or assigns. The liability of WHL is limited to a total of the booking price irrespective of the title/claim.

WHL AGENTS AND REPRESENTATIVES Our agents and representatives are not a party to this contract, nor are they responsible or liable for failure to provide any service as may be described in our literature pertaining to the contract.

YOUR DUTY OF CARE You agree to keep the property at all times clean and tidy. If any spillage occurs or breakages it must immediately be wiped and cleaned. Under no circumstances can glass or crockery be left outside as it attracts insect and rodents, as well as can be broken by the wind. Under no circumstances can glasses, bottles or crockery be taken into the pool or jacuzzi. Plastic glasses, plastic bottles and drinks cans must only be used. If a member of staff sees any glass items or bottles either in or around the pool then the pool will be drained and checked for broken glass. Depending upon the pool size a cost between of £1200 and £2500 will be charged to replenish the water and the pool will be closed whilst this happens. You make sure that the property is in the same condition when you leave, as it was when you arrived. You must leave the villa clean and tidy in all rooms, glasses and kitchen items must be collected and washed, and any rubbish must be bagged and disposed of before you leave. It is acceptable to load the dishwasher and start the cycle. Towels can be left in the bathrooms. If the villa is not left in a clean and tidy state then you will be charged £50 for a property cleaning service. Please let us know immediately if something gets broken, stained, marked or damaged during your stay so that we can replace it at once. Depending on what is broken, we may have to make a charge.

When you leave a room you must turn off the the lights, fans, and especially air conditioning and other high-energy consumption devices. Air conditioning should never be left on in rooms unoccupied as it only takes 5 minutes to cool a room. Again, air conditioning should never be switched on in rooms with either doors or windows open, this not only defeats the purpose of putting on the air conditioning, but can also lead to breakage of the air conditioning system as it will be overworking trying to cool a room to a desired temperature that it will never be able to reach. If our staff see air-conditioning left on in unoccupied rooms, and rooms with exterior doors and windows left open they will disable the air conditioning unit immediately. Hot tubs, in-pool water jets, saunas and steam rooms should also be switched off when not in use.

The properties are thoroughly checked before your arrival for any damages and any problems that cannot be fixed are recorded. If you see any stains or markings especially on fabrics, scratches on glass surfaces, broken items of furniture, doors or any item not functioning, you should report it as soon as possible after you arrive and within the first 24 hours after arrival. After you depart the damages found during by the villa representative will be final.

YOUR PROPERTY INCLUDES The use of the house and its facilities as described on our website or your booking confirmation. Please note, WHL cannot guarantee that all items or facilities listed on our website will be functional at all times. If you or we find a fault, all endeavours will be made to rectify any problems as soon as we possibly can, you must advise us straight away of any such problems. Items do breakdown, and utility services can get interrupted however rare. No refunds or rate adjustment shall be made for unforeseen mechanical failures. At times we can be in the hands of outside contractors, or waiting for spare parts, but we will push them as hard as we can to rectify any faults as quickly as possible.

If your property has a heated pool it is operational from the 1st October thru the winter to 30th April. It is not required or switched on during the period 1st May to 30th September, however if you wish to have the pool heating system turned on, a minimum charge of £150, plus £50 per day for the duration of your stay is applicable.

VILLA KEYS You will be given one or two sets of keys. You may also receive an electronic remote control for garages, entrance gates or estate entrance gates.

All keys and security cards must be well guarded and returned to our property representative upon your departure or placed back in the key safe. If any keys or cards are lost, a front door security costs GBP £70 to replace, electronic remotes cost GBP £95.

SMOKING Our properties are non-smoking properties. Smoking is only allowed outdoors away from doorways into the property. Please do not throw cigarette filters or cigarette/cigar stubs in gardens or plant pots. If our gardener is required to collect cigarette stubs from these areas a charge of GBP £34 per hour will be made for his time in doing so. If the house smells of smoke then a cleaning of the fabrics will be performed which will cost between GBP £200 and GBP £400 per room depending upon how much of the villa (sofas, curtains, linen etc.) need to be cleaned.

PROPERTY ACCESS WHL, our maintenance team, gardener, housekeeping staff, the representatives of WHL or their subcontractors have the right of access to the properties at any time with due regard to the convenience of the renter for the purpose of linen changes, pool cleaning, garden maintenance, inspection and/or viewing of the property and to carry out any essential or routine repair or maintenance work. Except for the essential repairs, maintenance, cleaning and regular gardening we will make every effort to schedule such brief showings at a time convenient to you, to respect your privacy, and not interrupt your stay.

OCCUPANCY / MAXIMUM CAPACITY OF PROPERTIES / ADDITIONAL GUESTS Under no circumstances may more than the maximum number of persons specified in the property description, and listed on the booking confirmation, whichever is lower, occupy the property except by prior written agreement by WHL. The property cannot be re-let or sublet to any other group/party or individual without the written approval of WHL. The standard number of guests for our properties are: Tankerton Town House (6)

Whitstable house with a view (6)

The number of guests that a property can accommodate can only be increased by prior arrangement. The total number of persons allowed in the property at any one time is restricted to the number of persons confirmed on the booking confirmation. Should a group arrive with more guests than agreed, they will be required to pay £100 for each additional guest per night, for the duration of the whole rental period. At WHL’s discretion the extra guests may be asked to vacate the property immediately. Exceptions to this clause are made only for infants under 24 months old at the time of travel. If you would like to increase the number of guests by more than the number listed in your booking confirmation we can set up additional beds or sofa beds within the existing rooms but this is only available on request and can be denied. The maximum we can accommodate is: Tankerton Town House (8)

Whitstable house with a view (7)

If you wish to increase the number guests you may request this at least 72 hours before arrival. We charge GBP £30 (for stays of up to six nights) and GBP £25 (for stays longer than six nights) per person per night for each additional guest above the number listed in your booking confirmation. Charges are made for the entire length of your booking, and not for shorter periods. Exceptions to this clause are made only for infants under 24 months old at the time of travel. This covers the costs of linen and towels, linen change, washing linen & towels, electricity usage, water usage, the setting up of the addition beds, plus normal wear and tear. Baby cots and high chairs are subject to availability. Please always provide us information about your guests sleeping arrangements, including how many couples, and single rooms/single bed requirements at least 14 days before your arrival to ensure we can try and set the bedding arrangements as you require.

HOUSEKEEPING SERVICES This covers general tidying of gardens during your stay depending on length of stay and time of year. We provide a full bedding, bathroom towels, hand towels, tea towels, oven gloves and bath mats at the start of each rental. We then provide  

WEDDING AND CORPORATE EVENTS Weddings and special events are permitted at most properties, however please contact us to discuss your requirements. An additional deposit may be required based upon the event and property. We can hold intimate weddings and medium sized weddings or events. If you would like us to help you organise your event/wedding we can also outsource wedding or events using specialist wedding planners and catering company. We only allow approved catering companies at our properties. This is to ensure high quality standards, to prevent damage to the equipment, to have knowledge of the kitchen and equipment, and be familiar with the distribution and layout of the properties. It also provides you with security and our suppliers are trusted partners. When having a wedding or corporate event with us, a wedding / event fee of GBP £1,500 up to 25 guests, and GBP £2,500 for 26 to 40 guests, and GBP £3,500 from 41 to 60 guests is charged. This covers the extra wear and tear, usage, set up and take down that our properties are exposed to during any event. Guests of the property shall always be respectful of the property, and adhere to our and the communities noise rules (Please see NOISE DISTURBANCE, EVICTION below), so as not to disturb other residents of the neighbourhood, particularly after 10.30pm at night.

Parking is available at some of out properties.

Tankerton town house has One car parking space. Bikes can be stored in the garage.

Whitstable house with a view has parking for two cars. Bikes can be stored in the garage.

We take no responsibilities for cars parked on our driveways. 

NOISE DISTURBANCE, EVICTION Our properties are all located in neighbourhoods. We therefore request you respect our neighbours and keep your noise to acceptable 'talking' levels. If you wish to play music in the evenings then please do so but inside with the doors closed only – never outside. Loud music inside the villa should not be played after 10.30pm. Please keep background music to talking levels when outside. Failure to observe these rules could result in immediate eviction in severe cases and/or loss of your security deposit.

WHL wishes to maintain a family atmosphere for the quiet enjoyment of our guests. We rent to families and responsible adults. Guests shall be respectfully quiet and peaceful, so as not to disturb other residents in the immediate area. The community have very strict rules regarding noise that must be respected. These set strict guidelines is to control excessive noise. It is a criminal offence for people to cause noise and nuisance which results in people being unable to relax and enjoy their home and community life. To avoid noise and nuisance to neighbours it is recommended: To monitor the level of sound being emitted from electronic devices at all times of the day. Place music systems on rubber mats and facing towards our properties to help absorb sound. If going out or returning home late at night take extra care not to disturb neighbours through loud voices and slamming of (car) doors. Make sure the children are playing in a way that is considerate to neighbours and not causing a disturbance. 
If we receive a complaint from our neighbours we will notify you directly to reduce your noise. If we then receive a second complaint about careless or excessive noise we will penalise you with a GBP £100 fine. This amount will be deducted from your security deposit. If we receive a third complaint, this complaint is likely to result in contacting the local authorities and/or police requesting that the person responsible reduces the noise and nuisance to neighbours and the community. At this stage the local authorities may request the property to be vacated which will result into immediate eviction. If this happens your deposit will be forfeited. The penalties for causing excessive noise are both quickly administered and strictly enforced.

ANIMALS Generally we do not accept animals in out properties. However, there are a few properties that allow dogs. In such cases you must obtain written permission from WHL.

UTILITY USAGE AND ENVIRONMENT WHL take special care to minimise the impact we place onto the environment. We feel it is both ours, and our guests responsibility to care for the environment. We therefore ask you to think carefully and be thoughtful about the usage of both water and electricity. Included within the cost of your holiday rental is electricity usage to the value of GBP £125 per week. This is ample for normal use of air conditioning, lights, electrical facilities and the hot tub/pool. Some clients unfortunately leave all lights, fans, air conditioning and the hot tub heating/pumps running 24 hours per day. If you do this then the cost of a week's electricity is likely to be 3 to 4 times the level of normal household usage. Extra usage over GBP £125 will be deducted from your security deposit. For example air conditioning should never be left on in rooms unoccupied as it only takes 5 minutes to cool a room. Again, air conditioning should never be switched on in rooms with either doors or windows open, this not only defeats the purpose of putting on the air conditioning, but can also lead to breakage of the air conditioning system as it will be overworking trying to cool a room to a desired temperature that it will never be able to reach. Fans should also be switched off when the room is not being used, as should lights and other electrical items. The hot tub, pool jet, saunas and steam rooms should also be switched off when not in use.

We thank you in advance for your consideration. It not only helps us to keep our rentals prices as low as possible, it also saves you any extra costs after your holiday, and helps protect our environment as well.

LIABILITY, DUE CARE AND SUPERVISION/INDEMNITY You accept and acknowledge that you are responsible and liable for the safety and well-being of all your guests, third parties you contract, and any other persons you invite to stay at our properties during the time of the rental. You and your guest(s) are required to take due care when residing at our properties and be especially watchful of children playing in the gardens, near or in the pool or Jacuzzi, remembering there is no lifeguard, and surfaces can be slippery. Children MUST be under supervision of an adult at all times when staying at the property. You are not permitted to enter our properties when wet from swimming, as the floors can be slippery. Damage or injury arising as a result shall not be the responsibility of WHL. WHL will be blameless for any injuries incurred during your stay. You are encouraged to act responsibly and courteous during your stay. Under no circumstances can glassware be taken into the pool area, jacuzzi or pool.

LOST AND FOUND Items left at a property will be returned only upon request and at the guest's expense. WHL is not liable for lost items. WHL will only hold items for fourteen (14) days before they are discarded.

WEATHER CONDITIONS Weather conditions can be unpredictable, and can change quickly and significantly. WHL cannot be made liable for unpleasant or unsuitable weather conditions and no refunds are made for such conditions.

CONSTRUCTION WORK WHL cannot predict construction plans in the area and therefore cannot be held responsible for any inconvenience. In the event of building works taking place by local authorities, private developers or neighbours, it is important to note that we are not responsible for such work and we are unable to stop such work taking place and we are unable to control the level of noise. We cannot be held responsible for any building works that take place during your rental period. No refunds can be given in the event of nearby construction.

 

FORCE MAJEURE Means any unusual and unforeseeable circumstances beyond our normal control, which the consequences of could not have been avoided even when exercising all due care. Such circumstances or events include, but are not limited to, war, or threat of war, riot, civil unrest, industrial disputes or strikes, unavoidable or unforeseen technical problems with the villa, transport, or closure or congestion of airports, terrorist activity, natural disasters, industrial disasters, fire, theft, flooding and adverse weather conditions. In the event of any of the above refunds or compensation payments cannot be made.

VERBAL CHANGES Verbal changes of contract are not valid unless agreed and confirmed in writing by WHL.

LANGUAGE, PRINTING, TYPING, TERMS & CONDITIONS, CALCULATION ERRORS AND OMISSIONS WHL reserve the right to correct any printing or typing errors, omissions or calculation mistakes at any time. We also reserve the right to amend our terms and conditions that apply to your booking at any time and without prior notice. In all matters the original English language version of these terms and condition take precedent.

CONTRACT, COMPLAINTS AND SUGGESTIONS WHL prides itself on the quality of its properties, and accuracy of its property descriptions but should a guest feel that the villa has not met its description it should first be brought to the attention of WHL representative at the property. If the guest is not happy with the local resolution, then, any further comments or suggestions should be put in writing, within 14 days of your return.