Our Terms and Conditions
We hope you will be delighted with our stay with us. Like any service provider, we have to set out the terms that govern our agreement with you. If at any time you are unhappy with our service, please let us know and we will do our best to rectify things.
1. Arrivals and departures
Rooms are usually available from 3.30pm on your day of arrival. If you intend to arrive after 7pm, please let us know. If you have missed the causeway’s safe crossing times, don’t worry. Just give us a call, and we will make sure there will be a key waiting for you on arrival.
Rooms must be vacated by 10.30am on your day of departure, regardless of tides (see below re: luggage facilities). This check-out time ensures we have enough time to turn around the rooms, in order to have them ready for the next guests. If you fail to check out on time, we reserve the right to charge a fee of £20 per hour, or any part thereof, until check out is complete.
1.3 Early arrivals and late departures – Luggage storage
We understand that tide times may restrict your arrival and departure times. To that end, we provide you the facility to leave your luggage in our locked porch, before check-in time and after check-out, on the day of your arrival/departure. Our porch is protected by a code-operated lock. Luggage is left at the owner’s risk.
2. Cancellation and Covid-19 special terms
2.1 General cancellation policy
2.1.1 With the exception of non-refundable special offers, you may cancel your booking up to 30 days in advance and receive a full refund.
2.1.2 If the booking is cancelled fewer than 30 days before arrival, then a charge equal to 50% of the stay will be made, unless we are able to resell your room, in which case 2.1.4 below applies.
2.1.3 If the booking is cancelled fewer than 7 days before arrival, then a charge equal to the full booking amount will be made, unless we are able to resell your room, in which case 2.1.4 below applies.
2.1.4 For all cancellations that incur a charge, we will refund your payment if we are able to resell your room. If we resell only part of your booked period, you will be refunded pro-rata for the period we were able to resell. If we are unable to resell your room, the cancellation charges in 2.1.2 and 2.1.3 will apply in full. For the purpose of this clause, reselling the room means making it available for booking and it being booked and paid for.
A day is defined as a calendar day or part thereof, and the count includes the day of cancellation and the day of your booked arrival.
Repayments can only be made to the original card or payment method used to make the original payment. All charges are made in British Pounds and refunded in British Pounds. We will not be responsible for any conversion charges or other charges, or the result of a currency fluctuation between payment and cancellation.
2.2. Covid-19 additional special cancellation terms
2.2.1. If, by statute or delegated legislation, the UK government or one of the devolved UK nations restricts travel to our location or travel from your UK home address, or the UK government requires hospitality providers to close, or if the local council or health authority or other authority with delegated powers requires us to close, we will cancel your booking and offer you a full refund.
For all the above you will also have the option to rebook your stay for another available date (excluding 23 December to 3 January), but you have no obligation to choose this option over a refund.
2.2.2 If you are unable to travel as a result of you or a family member testing positive for Covid-19 or having to self-isolate and you cancel your stay after the free cancellation period, you will not be entitled to a refund unless we are able to resell your room, in which case 2.1.4 above will apply. As with other illnesses, accidents and personal circumstances, we are unable to bear your risks. If you are concerned about the possibility of such events, we recommend you take out travel insurance to cover your journey and stay, even if you are UK based. Though we are not allowed to recommend a specific policy, they are readily available and not usually expensive.
2.2.3 For the removal of doubt, refunds due to travel restrictions in these Terms and Condition apply only to restrictions by the government and authorities of the United Kingdom and its devolved nations and are valid only for guests travelling from home addresses within the United Kingdom. If you are arriving from outside of the United Kingdom, you are advised to take appropriate travel insurance.
2.4 Other illness, injury, personal circumstances
We regret that we cannot refund your booking if you cannot stay with us due to illness, injury or personal circumstances and you cancel your stay after the free cancellation period, unless we are able to resell your room, in which case 2.1.4 above will apply. If you are concerned about the possibility of such events, we recommend you take out travel insurance to cover your journey and stay, even if you are UK based.
3. Provisions and occupancy
Our rooms provide the following occupancy, which you may not exceed:
3.1 Basic ‘No Frills’ Twin (Pilgrim Room) – this room provides two single beds for a maximum of two occupants, of which at least one must be an adult over 18, unless the child’s/children’s parent or guardian is staying in one of our two studio rooms.
3.2 Studio Rooms (Reiver and Abbot studios) – each of these two rooms provides one king-size bed and en suite bathroom for a maximum occupancy of two adults. Subject to availability, we may provide a cot for parents travelling with a baby up to 2 years of age.
If you exceed the above occupancy, you will be required to leave and no refund will be provided for any part of your stay. In addition, if it becomes apparent that you have exceeded the above occupancy without telling us, any extra person or child staying will be charged at a rate of £75 per night, which will be added to your bill and charged to the card we hold for you on file.
4. Breakfast not included
As we provide basic cooking facilities in our Studio rooms and a ‘no frills’ offering in our Pilgrim room, our service does not include breakfast, and this is also noted clearly on our website.
5. Parking and bicycle storage
5.1 Car parking
We make no guarantee of parking space availability if other vehicles occupy spaces in an inconsiderate way, but in most cases you are unlikely to have an issue parking at the property. Parking is provided from your check-in until your check-out time. Parking outside of these times is not allowed, unless agreed by us. Cars left parked after check out time (10.30am) without our explicit agreement will be charged at £10 for every hour or part thereof, which will be added to your bill and charged to the card we hold for you on file.
We have allocated parking for a standard sized car (mid-sized) for each of the three rooms. If you have a large/oversized car or a campervan/mobile home/caravan, you will need to find parking in the village, but in any case, you won’t normally be more than a few minutes walk from us.
Cars are left in our car park at owners’ risk.
5.2 Bicycle storage
We have a cycle storage facility, which we make available to guests arriving by bicycle. Cycle storage is on a first-come-first serve basis, and is not guaranteed, although it is rare that we have more than one set of guests using it.
Cycles and/or property left in the cycle storage are left at owner’s risk.
6. No Smoking or vaping
Smoking and vaping is not permitted anywhere in or near the building. If we deem that you have smoked or vaped in one of our rooms or communal areas or next to windows, a £145 cleaning fee will be added to your bill, and you may be asked to leave without a refund for any outstanding nights you have booked.
7. Your use of our free internet (Wifi) service
Internet services are provided ‘as is’ without warranties. You agree that while using our Wifi internet connection, you will not use it for any use which is illegal or unlawful. For the benefit of all our guests, we may limit bandwidth to specific devices or users if their excessive use is causing a slowdown or disruption to others.
You are welcome to use our smart TVs (where available) to sign into your own subscription of premium services such as Amazon Prime and Netflix, or for online services, using the TV’s apps and browser. It is your responsibility to sign out of these services before departing, and we will not be held responsible for any content orders or purchases made by other guests if you have failed to do so.
8. No pets
You may not bring any animals into our property, with the exception of guide dogs for the blind and assistance dogs trained and registered as such by an accredited organisation. There are no exceptions to this rule. Guests arriving with dogs or other pets will not be accommodated, and no refund will be given for any part of their stay. If it becomes apparent that you have brought a pet onto the property without us knowing or you have brought a pet onto the property which is not a trained assistance animal, a cleaning fee will be charged at a rate of £150, which will be added to your bill and charged to the card we hold for you on file. You will also be asked to remove the pet or leave and no refund will be given for any remaining part of your stay.
9. If your room is not available or habitable (except if related to Covid-19, where 2.2. above applies)
We are very careful to ensure that we do not overbook and that our rooms are available for your enjoyment. In the unlikely event that a room is unavailable on arrival or not habitable, we will either:
9.1 Provide an alternative room, if available, or
9.2 offer you alternative accommodation on Holy Island, if we can locate an available room for the same number of guests, which you accept and are willing to pay for, in which case, we will also refund you any payments you made to us for your stay, or
9.3 cancel your Booking and refund you any money you have paid for the room.
10. Loss of Services and failures beyond our control
As a rural location, Holy Island occasionally has power cuts and loss of connectivity. No refunds will be provided in the event of a loss of power, internet or other utilities.
We will not be liable for any failure or delay in any circumstance beyond our reasonable control, including transport failures or unavailability, adverse weather or floods, tides, industrial action, supply of heating oil, electricity, internet or water. We will also not be liable for any failure of appliances, though we will do our utmost to provide a suitable replacement.
11. Island access and tide information
We will not be liable for your failure to access Holy Island due to any reason, or for your inability to depart via the causeway. You acknowledge that it is your responsibility to check tide times on the Northumberland Council website and any adverse weather information.
We understand that accidents happen, and when we are informed of these, they are not usually a problem for minor items such as broken cups or glasses. Damages that have not been reported or are more than minor (over £15) will incur charges to replace items or fittings, which you agree to pay to us within seven days of our providing you with the associated costs. You agree that we may also charge these costs to your payment card held on file. For the removal of doubt, these costs may include the replacement item/s and any fees to tradespeople engaged to fix the issue.
If we are unable to sell the room you stayed in, or we incur a cancellation due to damage that was caused by you, you also agree to pay an extra night’s room charge at the room’s standard rate to cover our lost revenue. If you yourself are unable to remain in the room because of the damage caused by you, no refund will be issued to you for the remaining period of your booking. This is in addition to your liability under clause 16 below for cases where the damage is malicious or extensive.
13. Loss of keys
We have invested in large bespoke room key rings to minimise loss. If you lose your key, you agree to pay us a replacement fee of £15, to cover the key and key holder and ring. If you were also given the key to our bike storage unit and this is lost, you agree to pay a fee of £20 for a replacement key, in addition to any room key charges. You agree that any key and key ring/key holder replacement fees may be charged to the card we hold for you on file
14. The basis of our contract
14.1 In entering into this contract you have not relied on any representation or information from any source except the descriptions of the rooms and services given on our website, as qualified by these terms.
14.2 The contract between us comes into existence only when we receive your payment and in return you receive an email confirmation from us that the Room you want has been booked for you, unless subject to clause 14.3 below.
14.3 We may unilaterally cancel your booking if it was a result of Obviously Mistaken Pricing or a technical glitch in our sales system that caused a double-booking or if in a previous stay you have displayed anti-social or inappropriate behaviour, or we deem your booking to be made for inappropriate reasons or we consider that you have not made your booking in good faith or that there was difficulty or delay obtaining payment from you either for your previous stay with us or related overages, or for damages or caused by you during a previous stay. Obviously Mistaken Pricing will be defined as below 80% of our standard room prices for your particularly booked room. For the removal of doubt, we will never cancel your booking on grounds of religion, sexuality, race or any other protected characteristic.
We may also cancel your booking if we close our business. In this case, we will inform you as soon as possible and refund you in full, without delay.
If we decline to book a room or we cancel your booking, we will refund any payment made by you and notify you without delay.
14.4 One or more notices in a room you have booked or around our Guesthouse may contain information or our requirements as to procedures and behaviour. By accepting this agreement, you are deemed to have accepted these notices as being incorporated into this contract.
14.5 If you book a room in the name of a business or company, you confirm that you have full authority to do so and you accept personal liability for any breach of this contract by any person who comes onto our property. If you have booked a room on behalf of another person, you agree to be liable in full for any damages, cancellations and any other costs specified by this contract, as well as for all of the contract’s terms.
14.6 To the extent permitted by law, these Terms and Conditions will take precedence over any other agreement between you and us or any notice provided by third parties, or any terms provided by our third party booking provider.
15. Disclaimers and limitation of liability
15.1 To the extent permitted by law, all implied conditions, warranties and terms are excluded from this agreement. This does not affect any statutory rights you might have.
15.2 You agree that in any circumstances when we may become liable to you, the limit of our liability is the amount you have paid us for your booking.
15.3 In all other circumstances, our total liability shall not exceed twice the daily rate charged for your Booking.
15.4 We shall not be liable to you for any loss or expense which is:
15.4.1 indirect or consequential loss; or
15.4.2 economic loss or other loss of turnover, profits, business or goodwill even if such loss was reasonably foreseeable or we knew you might incur it; or
15.4.3 Loss as a result of theft of guest belongings in our parking area or anywhere on our property, including but not limited to room safes, our luggage storage area, our garage, our bicycle storage unit, our outside space or in guest rooms.
15.5 Nothing in this agreement shall be construed as limiting or excluding our liability for death or personal injury caused by our negligence.
16. Your indemnity
You agree to indemnify us against all loss, including economic loss, caused to our Guesthouse, its staff, contractors, clients and guests, arising from:
– your breach of this agreement;
– damage to any Room, fixture, fitting or furniture by you or any person for whom you have made a booking, or who is in your party;
– your use of any candles or any devices that produce heat or a naked flame, or your use of heating or cooking devices not provided by us.
– any adverse affect you may have on any third party customer or client of ours, or any actual or potential bookings by any such person.
17. Data Protection
We take your privacy and data rights seriously. Our data protection policy is published on our website and is available for you to review on https://holy-island.uk/privacy-policy/
If any provision of this Agreement is held invalid, illegal or unenforceable, such provision shall be severed and shall be inoperative, and the remainder of this Agreement shall remain operative and binding on the parties.
19. Miscellaneous matters
19.1 Any obligation in this agreement intended to continue to have effect after termination or completion will continue as such.
19.2 No failure or delay by any party to exercise any right, power or remedy will operate as a waiver of it nor indicate any intention to reduce that or any other right in the future.
19.3 Any communication to be served on either party by the other shall be delivered by hand or sent by first class post or signed-for delivery, or by email.
It shall be deemed to have been delivered:
– if delivered by hand or sent by email: on the day of delivery;
– if sent by post to the correct address: within 72 hours of posting
19.4 In case of any discrepancy or contradiction, the version of these Terms and Conditions sent to you by email upon booking will be the superior and final version for the purpose of our agreement. If you were not sent Terms and Conditions upon booking, the version valid at the time of your booking will be superior. In any discrepancy between these Terms and Conditions and those of our third-party booking provider, our version will be superior.
19.5 This agreement does not give any right to any third party.
19.6 The validity, construction and performance of this agreement shall be governed by the laws of England and will be subject to the exclusive jurisdiction of the English courts.
T&Cs version: 15 February 2022