Terms & Conditions
When you make your booking you are entering into an agreement with us. Please read our terms and conditions of booking below before submitting your reservation.
Please note that as the person who makes the booking, you will be responsible for all persons included in the booking and should ensure that they are aware of these terms & conditions.
Arrival and Departure
You may check in anytime from 3pm, but if you will be arriving after 10pm we would be grateful if you could let us know and we will wait up for you!
We ask that you please vacate by 10am on the morning of departure. This is to enable us to clean ready for our next guests. Should you wish to extend your stay until 12pm, we may allow for this, however we must ask for an additional ‘late departure’ charge of £30 to cover the inconvenience to our cleaner.
In order for us to confirm a booking, a deposit of 25% will be required on making the reservation. The remainder of the balance will be payable on your arrival, or any time before should you wish to complete the payment. Payments can be made through our website, alternatively we accept payments by credit and debit cards; Visa, Mastercard, Maestro, Paypal and cash.
Failure to pay the deposit will result in us treating the booking as cancelled.
Cancellation by the Guest
We are a small business, so cancellations can have a big impact on us. We do however appreciate that unforeseen circumstances can intervene and we try to be as sympathetic and helpful as possible in such cases.
In the event of a cancellation up to 7 days prior to the scheduled date of arrival, you may transfer your booking to an alternative date; unfortunately the deposit is not refundable.
Cancellation by Us
Should it become necessary for us to cancel a booking we will contact you immediately. Any payments made will be refunded in full.
Smoking is not permitted in any part of your accommodation and we ask that you respectfully use the allocated smoking areas.
Damage and Breakages
Whilst we appreciate that accidents happen, you will be liable for any breakages or damages which you cause to the accommodation or its contents and we reserve the right to charge for repair or making good if the damage is significant. Please report these as soon as they occur especially if you accidentally spill something – it’s much easier to clean if we know what it is and act quickly. We also reserve the right to charge for missing items.
Bed Linen and Towels
Bed linen and towels are provided in all of our properties. Towels must remain inside the accommodation and should not be used outside except for use with the hot tub. For example, grass stains from picnics are difficult to remove and therefore if the items will need to be replaced, we will be asking for reimbursement.
Guests are responsible for leaving the accommodation in good order and in a clean condition; otherwise a cleaning charge will be levied. Please note that the protocol for holiday lets differs from hotels, guests are expected to leave the property in a similar state to which they find it (reasonable cleaning excepted). Please abide by this so we can continue to provide good value for guests.
You have access to the accommodation 24 hours a day throughout your stay using a set of keys given to you on arrival. You have full responsibility of these keys for the duration of your stay. Lost keys will be charged at £10.00 per set.
We are happy to return items that have been left following departure. However, there will be a reasonable charge to cover postage and packaging.
We are happy to accept pets, however we kindly ask that you only bring such pets as are booked in by the guest at the time of booking. Pets must be well-behaved and should not be left unattended in the property. They are not permitted in the bedrooms or on any furniture in the property. If damage or extra cleaning is caused by pets the guest may be billed for that charge. No garden is guaranteed as secure for dogs even if described as private or enclosed. When out walking within the property grounds/estate, you must ensure that dogs are kept on a lead except where indicated. Dog owners will be held responsible for any damage caused to the property, contents or garden by their dog and for any extra cleaning required. They must not be allowed to disturb livestock, deer or game birds. Vet fees can be expensive and we will be asking for your contribution!
You and your party must not use candles, fireworks or Chinese lanterns at your accommodation Pengelli is located in a rural area where loud noises and lights can be distressing to animals and lifestock. We really wouldn’t advise you to upset the local farmers!
Free Wifi is available to all our guests. You agree to reasonable and lawful usage of this service. In this remote area, internet is not always reliable or fast.
Many of our guests come to Pengelli to enjoy the quiet tranquility of the countryside and therefore we respectfully ask that noise levels are kept to a minimum. We do not hold a PLL Licence and therefore music is not permitted to be playing outside the accommodation.
All of our portable electrical appliances have been tested and approved within the terms of the new Fire Assessment Regulations. As the use of your own personal electrical equipment is out of our control it must be at your own personal risk.
Some of the data gathered during the course of a booking may be held on online. Please refer to our Data Protection Policy for more details.
We reserve the right to terminate, without notice, an individual stay where deemed necessary through unacceptable behaviour or as a result of actions which are likely to endanger or offend others (Please note that not complying with our noise or smoking policy may constitute termination). In such circumstances any outstanding account must be settled, no refunds will be made.
In Case of Complaint
We work very hard to ensure all our guests have a wonderful holiday. If however you have any cause for complaint, you must report this to us as soon as reasonably possible so that we can try to rectify the problem during your stay. If choose to not raise a complaint that you may have during stay, we regret that we shall not, except in limited circumstances, be liable for complaints raised after the rental period has come to an end. No refund will be given, or compensation paid, if you do not give us reasonable opportunity of solving the problem before you return home. Complaints made at the end of your holiday, or after you have returned home, will be treated gratefully as constructive feedback.
We look forward to your arrival and hope you enjoy your stay….