Terms & Conditions

Raintree House Holidays – Our Terms 

Effective from 11th September 2026

Please read these Terms and Conditions carefully. By booking a property, you agree to these rules for yourself and all members of your party.

1. Booking & Payment

• Following receipt of the required Booking Deposit, the booking will be reviewed by Raintree House Holidays. A booking is only confirmed once it has been accepted and a confirmation email has been issued. .
• A booking fee is charged for all bookings: £15 for bookings of 5 nights or fewer, and £40 for bookings of 6 nights or more. This fee is non-refundable. 
• The standard deposit is approximately 40 percent of the rental cost. Bookings made more than 8 months before arrival may be split into two deposits (20% on booking and a further 20% due 226 days prior to arrival, minimum £100.00). The booking fee is payable with any initial deposit.
• The balance is due one month before arrival. Payment methods accepted are: Visa or Mastercard, bank transfer, or cheque.
• If you are unable to make a payment by the due date, please contact us as soon as possible. We will always try to help where we can.
• It is the Lead Guest’s responsibility to ensure that all payments are received by the due dates stated in the booking confirmation.
• If a payment is not received on time, we will make reasonable efforts to contact the Lead Guest using the contact details provided. However, if payment remains outstanding, we reserve the right to cancel the booking and make the dates immediately available for re-booking.
• Any monies paid prior to cancellation will be dealt with in accordance with the cancellation terms set out in these Terms and Conditions.
• If multiple discounts apply to a booking, the largest of these will be applied to the price.

2. Online Bookings

• Bookings made through our website are subject to review by Raintree House Holidays before they are fully confirmed.
• After an online booking is submitted and payment is made, an acknowledgement email will be issued. This does not constitute acceptance of the booking.
• All online bookings are manually reviewed to ensure they comply with the property’s occupancy limits, pet policies, booking restrictions, and any other applicable conditions.
• A booking is only confirmed once it has been reviewed and a confirmation email has been issued by Raintree House Holidays. We will review all online bookings and issue either a confirmation email or contact the Lead Guest regarding any queries no later than five days after the booking has been made. If we are unable to accept a booking for any reason, we will contact the Lead Guest and arrange a full refund of any monies paid. 

3. Security Deposit

• Each property has a security deposit (amount shown on the property listing).
• It covers accidental damage or any outstanding amount that has not been paid for before the start of a booking, and will normally be returned within three weeks of departure.
• The deposit does not limit liability if damage exceeds the amount held.
• Larger parties or pets may require an additional deposit.
• The security deposit can be paid by bank transfer one month before arrival. Or alternatively, if the balance is paid by credit or debit card, a pre-authorisation will be placed on the same card the day before arrival.

4. Arrival & Departure

• Arrival and departure times are listed for each property on its respective web page.
• We kindly ask guests not to arrive before the advertised arrival time, as our housekeeping teams need this time to prepare the property. Where possible, we may be able to arrange an earlier arrival in advance, subject to availability.
• Please ensure that guests vacate by the stated departure time. In exceptional cases, late departure may incur extra charges.

5. Non-Smoking

• All properties are non-smoking.
• Any evidence of smoking inside the property may incur charges and further action. 

6. Maximum Occupancy

• Each property’s maximum occupancy is shown online and includes adults and children aged two or over.
• Additional guests, tents, or campervans are generally not permitted, but if these can be accommodated they will require prior written permission.
• Any additional guests not agreed by Raintree may be asked to leave immediately, and in some circumstances we may ask the whole party to leave the property.

7. Care of Property

• Please help us keep the property safe and secure by ensuring doors and windows are locked when you go out or retire for the evening.
• Any theft or damage to the property resulting from windows or doors left open or unsecured is the responsibility of the lead guest.

8. Use of Property

• Guests are responsible for their own safety and for the safety of members of their party whilst staying at the property.
• Any damage, defect or issue should be reported to us as soon as possible so that we can help.

9. Respect for Neighbours

• We kindly ask that guests behave reasonably and respect neighbouring properties.
• Noise should be kept to a minimum, particularly early morning and late night.

10. Cleaning

• Standard changeover cleaning is included as part of your holiday. Before departure, we ask guests to leave the property in a tidy condition to assist our housekeeping team and help us prepare the property for the next guests.

Option 1 – Standard Changeover Clean (included)

Guests are asked to:

• • Strip used beds.
  • Wash dishes or leave the dishwasher running.
  • Wipe kitchen worktops and other visibly dirty surfaces.
  • Pass a vacuum cleaner around the property where necessary, particularly to remove sand, dog hair and other debris.
  • Return any moved furniture to its original position.
  • Empty internal bins into the outside bins.

Option 2 – Additional Tenant Clean

If you would prefer not to carry out the above tasks, an optional Additional Tenant Clean may be arranged prior to your arrival, subject to availability.

Full details of both cleaning options can be found on our website. The same information is also available in our Guest Portal, which you can access once you have registered before your stay. 

11. Hot Tubs and Swimming Pools

• Some properties include hot tubs and/or swimming pools. Use of these facilities is entirely at the guest’s own risk.
• Guests must follow any instructions provided at the property and ensure appropriate supervision at all times, particularly for children.
• No glass is permitted in or around hot tubs or swimming pools.
• Raintree House Holidays cannot guarantee that hot tubs or swimming pools will be available at all times during your stay due to maintenance, cleaning, water treatment requirements, or unforeseen technical issues.
• Where a fault occurs, we will make reasonable efforts to resolve the issue as quickly as possible. Temporary unavailability does not constitute grounds for cancellation, refund, or compensation.

12. Dogs

• Some properties accept dogs. Check property details for numbers allowed.
• The dog fee is £15 per dog. Breed and age may be requested.
• To help us maintain the property for future guests, dogs should not be allowed on furniture or in bedrooms. We also ask that gardens are cleared of dog waste before departure and that particular care is taken to remove excessive dog hair from furniture, floors and other soft furnishings. 
• Please take special care to ensure dogs don’t damage the property or furnishings. 
• An additional security deposit may be required.

13. Wi-Fi

• Wi-Fi is provided for leisure and entertainment only.
• Availability and speed are not guaranteed. We will try to restore service if it fails, subject to provider limitations.

14. Emergency Access

• Raintree House Holidays and authorised representatives may enter the property if urgent action is required (fire, leak, structural damage, or safety issues).
• Guests will be notified in advance where possible.

15. Utilities, Appliances & Local Infrastructure 

•  We cannot be held responsible for temporary interruptions to electricity, water, drainage, broadband, television services, mobile signal, or other utility services that are outside our control.
• From time to time, household appliances or equipment may develop unexpected faults during your stay. Should this happen, please let us know as soon as possible and we will make reasonable efforts to arrange a repair or replacement where practical.
• Whilst we will always do our best to resolve any issues promptly, repairs and replacements are subject to the availability of contractors, suppliers and replacement parts. Temporary disruption to utilities, appliances or equipment does not normally constitute grounds for cancellation, refund or compensation.

16. Building Work and Local Disturbance

• From time to time, there may be building work, road works, events, or other activities taking place in the surrounding area that are outside the control of Raintree House Holidays or the property owner. This may include noise or disturbance from neighbouring properties or within the local area.
• While we will make reasonable efforts to inform you in advance of any known works or events that may affect your stay, this is not always possible and some disruption may arise without prior notice.
• Whilst we will always do our best to keep guests informed of any known works or events that may affect their stay, these matters are outside our control and we are unable to accept responsibility for any resulting disturbance.
• If you choose to cancel your booking after becoming aware of any works or events, your cancellation will be subject to the standard cancellation terms set out in these conditions.

17. Cancellation

• Cancellations must be made in writing by email or letter. Any cancellation is only confirmed once Raintree has received the request and confirmed the cancellation in writing.
• If the property is re-let, you will be refunded minus: booking fee, £50 admin fee, and any shortfall in rent.
• Within one month of arrival, the full rental is due unless re-let.
• Holiday insurance is strongly recommended.
• If we are unable to re-let the property after a cancellation, the lead guest remains responsible for the full cost. If this is one month or more before arrival only the deposit will be forfeit if the property is not re-let. We will make reasonable efforts to mitigate losses.
• If you cancel your booking and subsequently wish to reinstate it, we will do our best to help where possible. If the property has not been re-let, we may, at our discretion, agree to reinstate the booking upon payment of any outstanding monies due. If the property has already been re-let, we will unfortunately be unable to reinstate the booking. 
• Bookings are made for a specific property and we are generally unable to transfer a confirmed booking from one property to another.
• If you decide that you would prefer to stay at a different property, this will normally be treated as a cancellation of your original booking and our standard cancellation terms will apply. Any booking for an alternative property will then be treated as a new booking and will be subject to availability, pricing and the terms and conditions applicable to that booking.
• We will always try to help where we can, and in exceptional circumstances we may agree to a change at our discretion. However, guests should not assume that a booking can be transferred between properties without the cancellation terms applying.

18. Cancellation for Early Bookings

•  For bookings using the split deposit option:

o  Cancellations up to 31 August of the year before the stay may be refunded minus the booking fee.

o  Cancellations from 1 September onwards will result in loss of the deposit paid.

• Once the full 40 percent deposit has been paid, standard cancellation terms apply.

19. Force Majeure

•  Raintree House Holidays is not liable for failure or delay in fulfilling obligations caused by events outside our control. This may include pandemics, government restrictions, natural disasters, contamination events, or infrastructure failures.
• Standard cancellation terms will apply unless otherwise stated.
• Raintree House Holidays will always endeavour to be helpful and flexible where possible. However, our contract is with the Lead Guest, and any request for cancellation, refund, amendment, or transfer of a booking will be considered in accordance with these Terms and Conditions. 
• We ask all guests to take reasonable care during their stay and to supervise children appropriately when using the property and its facilities, including gardens, hot tubs, swimming pools, balconies, and stairs.
• Guests use the property and its facilities at their own risk. Nothing in these Terms and Conditions affects your statutory rights.

20. Right to Refuse or Terminate Booking

• We may refuse or terminate a booking if guests behave in a way likely to cause damage, disturbance, or danger.
• In serious cases, guests may be asked to leave the property before the end of their stay. In these circumstances, no refund will be payable.

21. Accuracy of Property Information

• Property descriptions, photographs, and details are provided in good faith.
• From time to time, furnishings, décor or equipment may be updated or replaced. Minor variations from photographs or descriptions will not affect the validity of your booking.

22. Lost Property

• We recommend checking the property carefully before departure, as we cannot accept responsibility for personal belongings left behind.
• Lost property will only be stored for one month.
• Where items are recovered and returned, postage and administration charges may apply.

23. Changes to Terms

• Terms may be updated from time to time.
• The terms that apply to your booking are those in force at the time of confirmation.

For previous versions, please get in touch with Raintree.