Terms & Conditions
Raintree House Holidays – Our Terms and How to Book a Holiday
First of all, we talk to every guest who books a holiday with us. This is a very important part of our service and part of our duty of care to both our guests and our owners.
The start of the process is to find your holiday house and check availability. The live and up-to-date availability can be seen on each House page. This can be viewed on screen or printed out. The availability is updated every day. You can Search very easily from the homepage – select a few criteria and then browse a list of houses and which days they have available during your chosen period.
Then make an enquiry – through the website, or by giving us a ring. Leave a message if our lines are busy.
When you are happy, we will ask you to confirm your reservation – by providing a a Booking Deposit initially and then completing a Booking Form that we will email to you (after receipt of your Booking Deposit). We can send the Booking Form by post on request.
From Tuesday 1st January 2019, all new bookings made will incur a Booking Fee of £10 for bookings of £1250 or less, or £25 for bookings of more than £1250. This is non-refundable. These new charges replace the flat £15 charge that was in place throughout 2018.
This will be due along with your Booking Deposit when you make your booking.
There is no longer any Payment Surcharge to be paid for any method of payment.
When you book your holiday, we will require a booking deposit to secure your booking.
This will be approximately 40% of your holiday rental price – although it may change depending on the time of the year and the property in question.
At certain times, we can accept a lower 1st Deposit – please see details below.
You can pay this deposit by cheque, by debit card, by credit card or by bank transfer.
The bank transfer details are:
Lloyds Bank PLC, 14 Molesworth Street, Wadebridge, PL27 7DE
Account Name: Raintree House Holidays Ltd
Sort Code: 30-98-98
Account Number: 01838368
Reference – please try to use the following:
1st 5 letters of the your surname, and the booking reference number – eg. SMI123456
Any payments by cheque should be made out to ‘Raintree House Holidays Limited’ and sent to:
Raintree House Holidays Ltd, Minnows Barn, Porthcothan, Padstow, PL28 8PN
1st Lower Deposit (where applicable)
For early bookings, you may be offered the chance to pay the Booking Deposit in 2 parts, typically 20% and 20% of the final Rental amount:
- Typically, bookings made before October 1st of the previous year will only require a 20% initial deposit. The 2nd part of the deposit (a further 20%) is then due by the 1st Wednesday in December (for 2019, by Wednesday December 4th 2019).
- Bookings made on or after October 1st of the previous year (to the booking) require a full and standard 40%
Cancellation terms can be seen further below. Cancellation terms vary depending on when the booking is taken and the % paid.
Payment of your Balance
The balance of your rental becomes due 1 month before the start of your holiday- it is your responsibility to send this to us to ensure your holiday booking is not cancelled. Again this can be paid by any of the methods above. At the same time, your Security Deposit needs to be paid.
The standard and minimum Security Deposit is £250. This amount is taken as security against any accidental damage that may occur when you are on holiday. Very rarely do we need to access this security, and it is re-paid to you by bank transfer within 3 weeks of the end of your holiday. It does take this time – to ensure we are happy with the house and to do the administration required – let us know if you would like us to try to put your security deposit return to the top of our pile!
For certain properties, the Security Deposit may be higher. Where large parties or pets are staying, an additional Security Deposit may be required. If this is necessary, we will of course discuss this with you.
Please Note: the Security Deposit does NOT represent the maximum amount you may be asked for if significant damage does occur. In very rare circumstances, the guest may be asked to pay a larger amount in addition to the Security Deposit. We always try to agree and compromise with guests and very rarely take funds from a guest without their complete agreement.
Arrival at your house
Each house has a different arrival and departure time. Most houses will be ready for you at 4pm on the first day, and you must be ready to leave before 10am on your day of departure. Our housekeeping staff will need to start cleaning the house at 10am. However, some houses are not available until 5pm or 5:30pm, with a commensurate departure time of 11:30am or 12 midday. Please check against each house – looking to the right below the house photos to see the details.
- Please note all our houses are non – smoking
How you should leave the property
Cleaning is included within your property rental. The type of cleaning service you require must be agreed before your arrival at the time of payment of your balance.
Your choices are as follows:
Option 1 – Inclusive Standard Changeover Clean
- Strip beds
- Pass a hoover around if visibly dirty
- Do washing up (dishwasher can be left full, but clean)
- Ensure fridge, cooker and bathrooms are wiped over if visibly dirty
- Put furniture back where found and empty bins around the house to the green bins outside
For a Standard Changeover Clean, there is NO extra charge (inclusive within your holiday price)
Option 2 – Additional Tenant Clean
- Nothing more than general cleanliness, putting furniture back where found and emptying bins around the house to the green bins outside
Please respond to the form you are sent at the time of your balance payment.
Linen and Towels
All your linen and house towels are provided by Raintree – unless you have agreed otherwise.
Dogs are very welcome at Raintree and in North Cornwall. Most of our houses allow dogs to stay. Please check the house details to see which houses allow dogs.
We do ask for the breed and age of the dogs you may bring – and we may in some unusual circumstances ask for an additional security deposit. Regardless we ask that you take special care to ensure your pet does not cause damage or become distressed while on holiday. We also ask that you clean up the garden fully on your departure.
Cancellation of your holiday – normal terms
If your situation changes and you must cancel the booking we will try to make it as painless as possible.
First of all, we would suggest you look online for holiday insurance when you first book your holiday – please do consider this as an option. For a few pounds it will give you peace of mind if you have to cancel.
If you do have to cancel your holiday, you must do so in writing (by letter or email) and receive confirmation we have received this notification. We will always try to re-let the week or weeks. If we are successful in re-letting the property at a similar price, we will retain an administration fee of £50. If there is a shortfall in the rental price, we reserve the right to retain the difference as well as the admin fee.
If the cancellation is within 1 month of the start of your holiday, the full rental amount of your holiday is due and forfeit, under the conditions just above. For cancellations made prior to 1 month before your stay, only the deposit is forfeit as above.
Generally, we try to be understanding and to help in all situations.
Cancellation of your holiday – early bookings
Bookings made prior to October 1st of the previous year to the booking itself, may be eligible for the Deposit to be paid in 2 parts, normally of 20% and 20%.
In these cases the following cancellation rules apply:
- Any 20% deposit cancelled up to and including 31st August of the previous year (to the booking in question) are considered fully Refundable for no penalty. This doesn’t apply where a Covid-19 Offer Credit Voucher has been used (or for that part of the Rental Price that is covered by a Covid-19 Offer Credit Voucher).
- Any 20% deposit cancelled from or after September 1st of the previous year (to the booking) through until the full 40% deposit has been paid is considered Non-Refundable. When the full 40% deposit has been paid, normal Cancellation rules then apply.
Standard Cancellation rules apply immediately for all 40% deposits.
A 40% deposit can optionally be paid at any time, with standard Cancellation rules then applying.
Cancellation of your holiday – by significant event and out of Raintree’s control
Raintree do not take responsibility for events of Force Majeure that may occur and affect a guest’s ability to take their holiday with Raintree, such as pandemic or widespread chemical or radioactive contamination, and normal Cancellation terms will apply as above.
Exceptions to this are where special terms have been clearly stated to guests at booking time. A current example of this is the Covid Offer that has been made to guests, where 50% of the 1st 20% deposit will be forfeit along with the booking fee in the event of a UK wide or Cornwall local Covid-19 lockdown or where a majority of a party are affected by a local lockdown or are directed clearly by the UK government to shield or self-isolate. Restrictions on the number of guests are not covered by this exception, and guests are expected to take responsibility for such legal restrictions or guidance, for instance by splitting their party across the booking or by only a reduced number of the original party travelling. Raintree will always try to help and be flexible, but consider that they contract with the lead guest and do not specify the number of guests involved or restrict the number of guests other than by the total maximum occupancy of the house let.
Ts and Cs updated 12th September 2020 – for previous versions, please get in touch with Raintree.
Addition of new Cancellation section “Cancellation of your holiday – by significant event and out of Raintree’s control”