Booking Terms & Conditions
Please check your confirmation straight away: It is the customer's responsibility to make sure all the details shown are correct. If there are any problems please get back to us as soon as possible.
Below are the general terms for all properties, however some properties may have additional terms which will be clearly shown during the booking process.
Booking Terms and Conditions for The Pembrokeshire Holiday Company (PHC)
These booking terms and conditions (“Terms”) are applicable to all holiday accommodation bookings made with The Pembrokeshire Holiday Company (“PHC”). By making a booking with us, you confirm your acceptance of these Terms and agree to comply with and be bound by them.
1. Contract of Hire
PHC acts as agents for property owners, and the Contract of Hire is between the Hirer and the Owner of the property for which the booking is made, subject to these Terms. PHC is not a party to the Contract of Hire. The Booking is subject to these Terms, governed by British law, and under the exclusive jurisdiction of British courts.
The Contract of Hire becomes effective upon dispatch of a written “Confirmation of Booking” by PHC to the Hirer. It is the Hirer’s responsibility to carefully review the Confirmation of Booking upon receipt and notify PHC immediately if any discrepancies are found.
2. Initial Payment
Bookings are confirmed upon receipt by PHC of a one-third deposit payment of the total Guest Price in cleared funds. If the booking is made within ten weeks of the holiday commencement date, the full Guest Price (including an accidental damage deposit) is required at the time of booking. Payment methods include debit/credit cards, BACS transfer.
3. Balance Payment
The balance of the Guest Price is due ten weeks before the holiday commencement date. Failure to make the full payment by the due date may result in the cancellation of the booking by PHC.
4. Method of Payment
Accepted payment methods include, credit card, debit card or BACS. Overseas guests may pay via Mastercard, or Visa in Sterling, with any charges for overseas transactions borne by the Hirer.
5. Value Added Tax (VAT)
VAT, where applicable, is included in the prices shown at the standard rate during booking. Prices are subject to change if the VAT rate changes.
6. Confirmation of Booking
Upon issuance of a Confirmation of Booking, the Hirer is responsible for the total Guest Price and any additional fees indicated. Amendments to bookings, accepted at PHC’s discretion, are subject to a £50 administration fee for each amendment. PHC reserves the right to adjust prices due to errors, omissions, or VAT rate changes.
7. Booking Cancellation
Booking cancellations must be communicated to PHC in writing within 24 hours of receiving the Booking confirmation. A refund, minus a £60.00 administration fee will be issued. After this period, cancellations are subject to re-letting the Property. If re-let, the Hirer may receive a refund, subject to an administration fee of £100.00. No refunds are given if re-letting is not possible.
8. Pets
Pets are permitted in designated properties, subject to updated flea and worming treatments. Pet owners are responsible for their pets' behaviour, safety, and any damages caused. Additional charges apply for pet-friendly properties at a cost of £25.00 per pet per stay. Guide and Hearing Dogs are allowed without extra charge.
9. Amenities
Use of property amenities is at the Hirer's risk. Neither PHC nor the Owner is liable for injuries or damage related to amenity usage or other unforeseeable circumstances. The Hirer must ensure the safety of party members and comply with Property rules.
10. Party Numbers/Composition
Hirers are responsible for adhering to the maximum occupancy limit and minimum age requirements. PHC reserves the right to deny admittance or require proof of age. Hen or Stag parties are not allowed without prior Owner consent.
11. Responsibilities
Hirers must take reasonable care of the Property, leave it clean, and vacate by 10:00 am on departure day. Specific health or mobility concerns must be communicated during the reservation stage.
12. Damage
Hirers are liable for damages and must report them promptly. An Accidental Damage Deposit may be charged and will be returned, minus applicable costs, within 7 working days after departure.
13. Literature
PHC aims for accurate property descriptions but cannot be held responsible for changes beyond its control. Amenities mentioned represent what is available; unmentioned items are not guaranteed.
14. Availability
The Contract of Hire assumes the Property is available for the stated dates. In case of a Force Majeure Event or travel restrictions preventing access to the Property, the Hirer may choose to transfer the booking, receive a voucher, or request a refund, subject to specific conditions.
15. Properties with Character
If you choose to holiday in an older property, please remember that part of its character is due to it’s age. Some of our properties are over 100 years old and were built before the age of damp proof courses and cavity walls so some may show some signs of damp, particularly after long periods of wet weather. The Owner and PHC will do their best to ensure background heating is kept on to compensate for this. Condensation can be alleviated during your stay by opening windows and allowing air to circulate. If you have any concerns please raise these with PHC at the time of booking.
Also, please remember should traditional property features (steep stairs/low beams) be a problem for any member of your party you must consider this and mention it prior to booking.
Please remember that properties in the countryside do attract spiders and therefore cobwebs. This does not mean that the property has not been cleaned or is dirty, cobwebs can appear almost as quickly as they are cleaned away.
Some of our properties, especially those in remote areas may have a private water supply from a spring or well, which is regularly tested. In rural areas please be tolerant of the sounds and scents you may encounter, these are all part of the countryside experience.
16. Complaint Procedure
Hirers must report issues promptly during their stay. PHC will investigate and address complaints as soon as reasonably practicable. Compensation claims will not be considered post-hire.
17. Lost Property
PHC is not responsible for lost or damaged items. Unclaimed items will be disposed of after 4 weeks. Retrieval of lost property incurs an admin fee and postage cost.
18. Data Protection
PHC processes data in accordance with its Privacy Policy. Contact details are shared with Owners and relevant third parties to manage bookings. Supplementary information provided by the Hirer is held securely unless deleted upon request.
19. Our Liability
PHC acts as agents and is not liable for Owner actions. PHC’s and the Owner’s liability is limited to amounts paid by the Hirer under the Contract of Hire, except for non-excludable liabilities under the law.
20. Legal
Each clause in these Terms operates separately. In case of unlawful clauses, remaining Terms remain valid. Disputes are subject to British courts’ jurisdiction.
By making a booking with PHC, you agree to these Terms and Conditions and enter into a Contract of Hire based on these provisions.
Unsure About Anything or Have Any Questions?
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