Wroxham Holidays – Wherry & Albion Cottage (updated 26/10/2024)

25/26 Peninsula Cottages, Wroxham, NR12 8TH

Terms and Conditions of Booking (T&C’s)

Including Booking / Cancellation Policies

These Booking / Cancellation Policies, Safety Policy and Terms & Conditions form the basis of your contract with us (and / or your booking agent), effective for bookings made from the date above, so please read them carefully. Nothing in these T&C’s affects your normal statutory rights.

These Policies, T&C’s and your Booking Confirmation shall be read together as one document.

In the rare event that we double-book a date the first booking will have precedence and we will refund the second party with any payment already made as soon as we become aware.

If you cancel within 14 days of making your booking we will refund any payment already made to us.

Your contract is directly with “the Owner”, David Beard, trading as Wroxham Holidays (“we”, “us” and “our” in these Booking Conditions) for the properties known as Wherry and Albion Cottage, 25/26 Peninsula Cottages, Staitheway Rd, Wroxham, Norfolk, NR12 8TH (“the Property"). References to “you” and “your” are references to the person making the booking (“The Hirer”) and all members of the holiday party. Easy Clean are our on-site cleaners and cottage managers and may be referred to as “they”. The “Arrival Date” and “Departure Date” is the date written on the Booking Confirmation Form.

Booking & Cancellation Policies

Booking and Cancellation Policies

Your booking will be accepted using one of the two policies described below.

    Booking via an online booking agent

Online booking agents eg. Airbnb, Vrbo (HomeAway), or TripAdvisor (Holiday Lettings) or their subsidiaries act only as payment platforms and security of your money until after the holiday starts, and your payment plan is made with them. We do not receive payment until one day after your holiday starts. Do not send money to us. 

However, our own T&C’s (below) still apply to all bookings and you will still be required to fill in our own Digital Registration form to provide further details of your party that we require.

This will usually be done at the point that we receive your direct email and phone details from the agent (see your own agents booking process) and will usually be conducted by us by direct messaging email (via Free-to-Book) from Wroxham Holidays. (Check your Junk or Spam if you don’t find).

If you fail to provide these details within 2 weeks of your holiday, after several attempts to contact you by email and/or phone) we may cancel your booking without refund on the basis of you refusing to communicate properly with us, and we will take steps to prevent your access.

Cancellation by you must be made via the agent, using the cancellation terms you agreed via them. We cannot do this on your behalf,

 Booking direct with us by phone, email or our Instant Booking (BLUE BUTTON) via Wroxham Holidays or Independent Cottages.

If you are booking directly with us, (which will always be your cheapest option), after making your provisional holiday reservation with us using our online availability and reservation system, email, or by telephone on 01223 244639, we will send you a Payment Plan Invoice and Digital Registration Form request by email or post and you will be requested to pay a booking deposit(s) of 20% of the hire cost (within 24 hrs of booking) if your holiday start date is more than 8 weeks before your arrival. Full payment or balance must be paid by 8 weeks before Arrival date. Your provisional booking will be held for no longer than 3 days for receipt of your initial or full payment (or you have told us you are paying by cheque in the post), after which your provisional booking will lapse. Your booking is not confirmed until both your Initial deposit (or full payment if less than 8 weeks) has been received (and cleared if by cheque) by us together with your Digital Registration form giving full details of your party, and vehicles for our secure car park, and your booking has been confirmed in writing (by email or post) to you by us.

If you cancel or amend your booking

If you need to cancel or amend your booking you must email or telephone us as soon as possible.

You will also be required to confirm your cancellation in writing or by email to the address shown on our written confirmation. A cancellation will not take effect until we receive written confirmation from you. You cannot cancel by phone or text message alone and we do not conduct bookings by text messages.

If you cancel your booking within 14 days of receiving our written confirmation, we will refund any money you have paid us. After such period, if you cancel your booking more than 8 weeks prior to the Arrival Date, we will retain the Initial Deposit and refund the balance of any money you have paid to us. If you cancel your booking less than 8 weeks prior to the Arrival Date, we reserve the right to retain the Initial Deposit and the full Rental. In these circumstances we may refund the balance to you (less any additional costs incurred) if we are able to secure an alternative booking for the Property.

You should carefully check the details of our written confirmation and inform us immediately of any errors or omissions.

 T&C’s that apply to all bookings.

It is very strongly recommended that you have adequate personal and holiday cancellation insurance to cover you and all members of your party, including pets. This should be suitable for UK self catering holidays arranged independently of a travel agent and should include cancellation protection cover to safeguard you against loss of the cost of your holiday in the event of unexpected cancellation. You may be eligible to claim on your holiday cancellation insurance if taken out.

1. Variations of price.

We reserve the right to vary price without notice. The price of your holiday is however guaranteed once you have received a booking confirmation (from us or our agent).

2. Minimum age of Hirer, & Single Sex parties

The Hirer must be over 18 and also be a guest. If all other members of the party are under 18 then the Hirer must be over 25. All correspondence will be sent to The Hirer at the address or email address on the Booking Form (Digital registration), which must be signed or agreed electronically by the Hirer who must be at least 18 years old (and must be also a guest). By making the booking, you confirm that you are authorised to make the booking on the basis of these conditions by all other members of the party and they agree that the booking will be governed by these conditions. Please note that we welcome families and groups of friends but we cannot accept bookings of 4 guests where your party is all male or all female where the age of the hirer (and who is also a guest) is less than 25. At no time must the occupancy of the cottage exceed 4 guests (unless up to 2 additional guests accepted at Wherry). This does not include babies too young to require a bed. We do not supply carrycots or high-chairs.

3. Security deposit (when charged)

A refundable security deposit of £75 may be payable with your balance of hire. If required by us you will be told this before you make your booking. This will be refunded within 30 days of the end of your holiday less any deductions for the repair of any breakages, losses or damage to the Property or its contents (fair wear and tear excepted as we do understand that sometimes minor accidents do happen). Please report to us any faults to TV or cooking appliances as soon as possible, as very often things can be put right simply, or alternative items supplied. Please note that damages and losses are not limited to the security deposit and any cost in excess of this amount will be invoiced and payable in full without delay. The security deposit will also be used to cover any additional costs of cleaning if the property is left dirty or if vacated later than 10.00 am on the day of departure. A charge of £50 will be made if the barrier key fob is not returned, and this will be taken from the Security Deposit or Invoiced to you

4. Your booking is made as a consumer for the purpose of a holiday and you acknowledge that no liability can be accepted for any business losses howsoever suffered, or incurred by you.

5. Changes to your booking.

We will try to accommodate minor changes to your booking when requested before your Arrival date, with any additional costs paid direct to us.

The Hirer does not have the right to transfer or assign this booking to another member of the party, or to a third party, and any such action will be deemed as a cancellation of the booking. Changes within 8 weeks of the start date of your holiday may incur additional cancellation charges and all requested changes will be subject to availability.

6. Cancellation by us

Should the Property suddenly become unavailable for the dates hired by you due to unforeseen circumstances, all efforts will be made to offer a suitable alternative, and we will contact you as soon as is reasonably practical and inform you of the cancellation or any change to your booking and, if it is necessary to cancel your booking, we will refund the balance of any money you have paid to us. If this is not possible, then all monies paid by you (the Hirer) will be refunded to you in full with no deductions but the owners will incur no further liability of any kind. Under no circumstances will the Owners be liable to refund any amount exceeding the amount paid by the Hirer.

Your accommodation:

What is included in the price?

Your holiday hire includes use of the property from 4.00 pm on the Arrival Date or as specified in your Booking Confirmation until 10.00 am on the specified Departure Date. Access to the cottage is by key safe next to front door. The combination code will be as specified in our messaging 5 days before arrival. At the end of your stay you must lock up the cottage and leave the keys in the key safe and turn the combination so that it is locked. If you fail to arrive by mid-day on the day after the Arrival Date, we may treat the booking as being cancelled by you. In this situation we will not refund any money you have paid. Your hire includes all bed linen, 2 towels per person, and all heating, electricity and water. We include a welcome refreshment pack to get over your journey and an essential kitchen pack of washing-up liquid and essential kitchen cloths and toiletries, which is given just to get you started on your self-catering holiday. Your hire includes free mooring in our private mooring outside the cottage and free parking for one vehicle within the secure car park, accessed by an electronic barrier fob, which will be given and returned with the cottage keys. We cannot be held responsible for damage to your vehicle, or for its contents. Additional parking for second car or boat trailer can be booked directly with us in advance at £5/day (£25 / week)/

7. Your obligations

Upon your arrival you should immediately notify the Owner or their cleaning and cottage managers of any cleaning issues, damage or defects, so they can be rectified as soon as possible. They and we will not take any responsibility for issues not reported within 24 hrs of your Arrival date and time (which we have previously notified you of any known issues).

You agree to keep and leave the Property and the furnishings, kitchen equipment crockery, glasses, bedding and towels clean and tidy and in good condition and to leave the Property in a similar condition as you found it when you arrived, and to behave in a way at all times while at the Property which does not break any law. You and all the members of your party also agree not to use the Property for any illegal or commercial purpose, including sub letting it or otherwise allowing anyone to stay in it who are not registered with us.

        You agree not to interfere with any safety equipment (including but not limited to), fire extinguishers / blankets, smoke alarms, emergency lighting or exits, or first aid provision.

You agree not to cause any damage to the walls, doors or windows of the Property or to do anything that may be reasonably considered to cause a nuisance or annoyance to any other occupier of adjoining or neighbouring properties.

You will be responsible to the Owner for all damage or breakages caused by you and/or members of your party (including pets) to the Property or its contents (including the cost of any work needed to put this right). This includes responsibility for paying for this damage and / or any cost incurred by us in having to disinfect or remove any infestations caused by pets. You are responsible for the actual costs of any breakage or damage in or to the Property – along with any extra costs that may result – which are caused by you or any members of your party.

You agree to take all necessary steps to safeguard your personal property. No liability to you is accepted in respect of damage to or loss of such property, except where the damage or loss is caused by our negligence.

The Owner, or his appointed on-site managers, can refuse to allow you into the property or ask you to leave if they reasonably believe you or any member of your party (or any other person you have invited to the property) are behaving illegally or antisocially or that any damage is likely to be caused, has been caused, or is being caused by the behaviour of you or any members of your party or any person you have invited to the Property. We will treat these circumstances as a cancellation by you.

You agree to allow us or our representative (including workmen) access to the Property at any reasonable time during your stay (except in an emergency or if a problem needs sorting out quickly and you cannot be contacted in time. In these situations, the Owner or on site managers can enter the property at any time without giving you prior notice).

You agree to understand and comply with Our Safety Policy, which forms part of these T&C’s.

8. Liability

Under no circumstances will the Owners be responsible for loss of life, personal injury, medical expenses, accidents, or damage to the Hirer’s (or any member of the Hirer’s party) property, personal effects or motor vehicle(s) whilst in occupation of the Property or its grounds and you should ensure that any insurance covers such eventualities

This does not include or limit in any way our liability for death or personal injury caused by our negligence or for fraud or fraudulent misrepresentation; or for any matter for which it would be illegal for us to exclude, or attempt to exclude, our liability.

Your booking is made as a consumer for the purpose of a holiday and you acknowledge that no liability can be accepted for any business losses howsoever suffered or incurred by you.

 9. Events beyond our control (force majeure)

We will not be legally responsible for any compensation if we are prevented from carrying out our responsibilities under this contract as a result of events beyond our control. This means an event that we could not, even with all due care, expect or avoid, including; strike, lock-out or labour dispute, natural disaster, acts of terrorism, war riot or civil commotion, malicious damage, keeping to any law or governmental order, rule, regulation or direction, accident, breakdown of equipment or machinery, fire, flood, snow or storm. 

We cannot be held responsible for the breakdown of mechanical equipment such as sewage pumps, or for failure of public utilities such as water or electricity. In such circumstances we will refund any money you have paid to us on a pro rata basis of your use.

We cannot be held responsible for noise or disturbance which comes from beyond the Property or which is beyond the owner’s control.

We cannot be held responsible for any loss of third party service, such as TV signal, WiFi etc which is beyond the Owner’s control If we know about a problem before you arrive we will contact you to let you know.

10. Pets

A well-behaved pet is welcome (max 2) at the Property at a charge of £30 to cover additional cleaning. Please note that Hirers are responsible for the cost of any damages or excessive cleaning charges caused by their pets, and this may be deducted from their Security Deposit (where charged).

Pets are not allowed upstairs, on beds or furniture. You must not leave any pets unattended in the Property, and you must keep dogs on a lead (or tethered within sight) within the Peninsula cottage gardens and marina grounds. This is to protect the wildlife that visits the Peninsula, and to protect your pet from accidental drowning or other injury. If you or any member of your party has a pet allergy we cannot accept any responsibility for any subsequent health reaction. We cannot be held responsible for any infections or infestations which could transfer between guest visits. You should ensure that your pet(s) are suitably protected for their own safety and that of following guests, and have suitable pet insurance to cover the costs of any fees incurred by you.

11. Smoking

For the comfort of all guests, smoking is not permitted anywhere inside the Property (this is now a legal requirement) but is allowed in the outside terrace and gardens.

12. Disabilities and medical problems (and emergency procedures)

You are advised that the Property is accessed from the car park via 2 low steps onto a level walkway approx 5 to 10 metre from the front door, and comprises two floors connected by a standard staircase with handrail leading to the bedrooms and bathroom. The bathroom comprises a standard bath with electric shower over, pedestal washbasin and standard w.c. (Wherry) or walk-in shower (Albion) The Hirer is responsible for ensuring that all members of the party are aware of this.

You are advised that the cottage is pet friendly (dogs and cats) and all guests should be aware of this, regarding allergies.

Details of local doctors and vets is available in our cottage folder or on-line cottage manual.

13. Safety and emergencies

The Owners comply with all electrical, fire, first aid and escape requirements. It is a criminal offence to tamper with any such equipment or appliances. Any accidental use of fire appliances, or other safety equipment must be reported immediately to the Owners or cottage managers.

You can view our Safety Policy here:

14. Web site and Literature differences or omissions

The cottage is continuously evolving and changing.

We aim to make sure that the information provided by us is presented accurately on our website, and other promotional literature or material we produce and provide.

Our web site and other adverts and literature is intended as a guide to the Property and facilities only, and we reserve the right to make changes to the facilities provided or to the Property without prior notice. We regret we cannot accept any liability for errors mistakes or omissions, which may arise from any differences between the Property descriptions and photos or the facilities provided and our web site or literature.

 15. Complaints.

Every effort has been made to ensure that you have an enjoyable and memorable holiday. If however, you have any cause for complaint it is important that remedial action is taken as soon as possible.

It is essential that you contact us (or our on-site managers) as soon as possible if any problem arises so that it can be speedily resolved. It is often extremely difficult (and sometimes impossible) to resolve difficulties properly unless we are promptly notified. Discussion of any criticisms with our on-site managers whilst you are in residence will usually enable any shortcomings to be rectified straight away. In particular, complaints of a transient nature (for example, regarding preparation or heating of the property) cannot possibly be investigated unless reported whilst you are in residence.

If any complaint cannot be resolved during your holiday, you must write to us with full details within 28 days of the end of it.

16. Law

The contract between you and us is governed by the law of England and Wales and we both agree that any dispute, matter or other issue which arises between us will be dealt with by the Courts of England and Wales

© Wroxham Holidays (2024)