BOOKING TERMS AND CONDITIONS – QUAY COTTAGE, PENTILLIE ESTATE

Last updated: 13th March 2026

These booking terms and conditions apply to all confirmed direct bookings for Quay Cottage at Pentillie Estate.


Introduction and References

Pentillie Estate (“the Owner” / “we” / “us”) operates Quay Cottage as a holiday rental.

To make these terms easier to read, the following definitions apply:

  • Deposit – a deposit of 1/4 of the total holiday accommodation cost (including any extras).

  • Holidaymaker – you and each person included on your booking.

  • Property – Quay Cottage at Pentillie Estate.

  • You – the lead person making a direct booking with us.

By making a booking, you and all Holidaymakers confirm that you understand, agree, and accept these terms.

1. Contract and Booking

  • The contract for your stay is between you and Pentillie Estate.

  • Bookings cannot be accepted from persons under 18 years of age.

  • Quay Cottage is for holiday purposes only. Certain group bookings (e.g., wedding / corporate / film) may require prior approval and/or additional charges.

  • No booking is valid until confirmed in writing (email).

  • Changes to confirmed bookings (dates, lead booker, etc.) may be agreed at Pentillie Estate’s discretion and incur a £75 administration fee.

2. Booking Fees, Deposits and Balance Payments

  • Bookings made more than 3 months in advance: 1/4 Deposit at booking; balance due 3 months prior to arrival.

  • Bookings made within 3 months of arrival: full payment required at booking.

  • Late payment: we reserve the right to cancel and re-let the property if payment is more than 7 days overdue; no refund will be due.

  • Deposits are non-refundable unless the property becomes unavailable.

3. Owner Unable to Make the Property Available

If Quay Cottage cannot be made available, we will try to provide alternative accommodation or refund all amounts paid. We are not liable for any additional compensation.

4. Guest Cancellations

  • Cancellations may entitle you to a partial refund depending on notice.

  • Standard cancellation terms:

    • 21 or fewer days’ notice – no refund

    • 22–35 days – 10% of total cost

    • 36–49 days – 20%

    • 50–90 days – 40%

    • 90+ days – Deposit non-refundable; if fully paid, 3/4 of total cost refunded

  • Refunds will be returned within 10 working days where applicable.

5. Holidaymakers’ Responsibilities

You must:

  • Treat the property and contents responsibly, report damage, and pay for any damage caused – not normal wear and tear.

  • Comply with house rules, local laws, and government guidance – where applicable.

  • Not exceed the maximum number of guests or pets.

  • Not smoke in the property.

  • Vacate by stated departure time.

  • Treat staff, owners, and neighbours respectfully.

  • Secure the property when leaving.

Failure to comply may result in charges or early termination of your stay without refund.

6. Owner’s Responsibilities

Pentillie Estate will ensure:

  • Property is cleaned and ready for arrival.

  • Access arrangements are suitable.

  • Owners are respectful and contactable.

  • Compliance with laws and health & safety.

  • Adequate liability insurance.

  • Exclusive access to the property during your stay.

We are not liable for issues outside reasonable control (appliances, plumbing, pests, weather, etc.).

7. Pets

  • Dogs allowed only where specifically stated; assistance dogs allowed in all cases.

  • Owners must notify us before booking if a dog will be present.

  • Dogs must be under control, not left alone, and owners are responsible for fouling and any damage.

  • Other pets may be allowed at our discretion.

8. VAT

All prices include VAT and Insurance Premium Tax where applicable.

9. Property Descriptions and Privacy

  • Information is as accurate as possible; facilities may change without notice.

  • Guests accept minor differences in the property from text/photos.

  • Wi-Fi availability is for leisure use.

  • EV charging is available at the Castle subject to availability. Please call the office on 01579 350044 to check availability at the time.

  • Older properties may show signs of damp, traditional construction quirks, or wildlife. Please report any issues and we will do our best to mitigate them.

Important Privacy Notice:

Quay Cottage is a separate property within the Pentillie Estate. Guests do not have access to the Castle itself, its interior, or the immediate gardens. Please respect the privacy of Castle guests.

The Castle’s facilities — including the pool and surrounding lawned areas — are not shared with Quay Cottage.

10. Complaints

  • Complaints should be addressed first to the on-site point of contact.

11. Data and Communications

  • Personal data processed according to our Privacy Policy.

  • Electronic data related to your booking remains our property and cannot be reproduced without permission.

12. Liability and Legal

  • This contract is for holiday accommodation; no statutory tenancy arises.

  • No “cooling-off” period applies.

  • We are not liable for injury, death, loss, or damage beyond our reasonable control.

  • Disputes governed by English law; courts of England and Wales have exclusive jurisdiction.

13. Accidental Damage Deposit

  • Quay Cottage requires an Accidental Damage Deposit of £200 per booking, taken 2 weeks prior to arrival.

  • Deposit is returned within 2 weeks of departure, unless a damage claim is made.

Once you’ve read and understood the Booking Terms & Conditions, please fill in your details below, and tick the boxes to confirm your agreement.