Booking Terms and Conditions

Twyn Isaf Booking Terms and Conditions

Please ensure you read and fully understand these booking terms and conditions. If anything is unclear, please contact us so we can explain in further detail to avoid any misunderstandings.

All bookings are subject to the following terms and conditions:

1. General

1.1 Ynyslas Property Limited T/A Twyn Isaf is incorporated in England, whose registered office is at 10 Park Plaza, Battlefield Enterprise Park, Shrewsbury, Shropshire, England, SY1 3AF “the Owner”

1.2 Customers renting the property known as Twyn Isaf (“the Property”) are referred to as “the Guest”. “Guest” includes all members of the party who are part of the booking, whether the term Guest is used in its singular form or not.

1.3 The contract entered into is between the Owner and the Guest(s). The contract binds you (the lead guest) and all the members of the party who are part of the booking. It is your responsibility to ensure that all members of your party accept the terms of the contract set out in these terms and conditions. Failure to disclose all relevant information or comply with these terms may lead to termination of the contract and loss of the booking. Bookings may not be made on behalf of another person or group. The Lead Guest must be present during the stay.

2. Duration

2.1 Rentals are for a maximum of 4 weeks and commence at 4.00 pm on the first day of the rental and end at 10.30 am on the day of departure, unless otherwise agreed. This period hereafter is referred to as “the Holiday”.

2.2 The period booked will be stated on the confirmation sent by email to the Lead Guest when they book (the “Booking Confirmation”). The period booked cannot be exceeded unless the Owner gives written approval. The Guest will be liable for any costs, of whatever nature, incurred because of an unauthorised extension.

3. Booking Deposit

3.1 If a booking is made eight weeks or more before the Holiday is due to start, a deposit of 40% “the Booking Deposit” of the full rent is payable at the time of booking. 

3.2 If a booking is made less than eight weeks before the Holiday is due to start, the full rent must be paid at the time of booking.

3.3 The Owner reserves the right to decline bookings at their discretion. In such cases, all sums of money paid by the Guest in relation to the Holiday will be refunded immediately.

4. Final Payment

4.1 Unless otherwise agreed by the Owner in writing (and subject to clause 7 below), the price for the Holiday shall be the rent for the property as set out on the booking website.

4.2 Subject to the Cancellation provision in Clause 5 below, as soon as the booking is received and accepted by the Owner and the Guests are in receipt of the Booking Confirmation, the Guest is liable for payment of the balance of the rent, that may be due in relation to the Holiday.

4.3 Payment of the rent is payable to the Owner eight weeks before the start of the Holiday (“the Due Date”). Non-payment by the Due Date may, at the sole discretion of the Owner, be treated as notice of cancellation.

4.4 If payment is not received by the Due Date in accordance with clause 4.3 above, and the Owner has treated the non-payment as a cancellation of the Holiday, the Guest will lose their booking and the Booking Deposit shall be non-refundable.

4.5 The Owner’s responsibility to send reminders of the Due Date is limited to one email sent to the address given by the Guest as appears on the Booking Confirmation and one phone call or voicemail over a 48-hour period following the Due Date.

4.6 The dates of the Holiday may be changed by the Guest providing the Property is available for the new dates and the Owner accepts the change. In this case, a £50 re-booking fee is payable to the Owner, plus any increase in price for the alternative booking.

5. Cancellation

5.1 Once a booking has been confirmed by the Owner, the booking can only be changed or cancelled with their written agreement.

5.2 If, as a Guest, you wish to cancel the booking, you must notify the Owner in writing (the “Cancellation Notice”) via the following email: stay@twynisaf.co.uk or in writing to the postal address provided on the booking confirmation.

5.3 A booking can only be cancelled prior to the start of a letting.

5.4 In the event that a cancellation is made the Booking Deposit will be retained and a cancellation charge (“Cancellation Charge”) is payable depending on the number of days before the Holiday start date that the Owner receives the Cancellation Notice. The Cancellation Charge is set out below:

0 to 56 days (8 weeks) prior to holiday start date –100% of any unpaid balance of the full rent will be required to be paid to the Owner within 2 working days of the Cancellation Notice. 

Over 57 days prior to holiday start date – 5% of the full rent will be required to be paid to the Owner within 2 working days of the Cancellation Notice. 

5.5 The Damage Deposit, if held, will be fully refunded to the Guests in the event of a cancellation.

5.6 If the Owner is able to rebook all or part of the cancelled dates, a refund will be made for the amount covered by the new booking, up to a maximum of the amount originally paid by the Guest, minus a £50 administration fee. The refund will be issued within 2 working days of receiving full payment for the replacement booking.

5.7 Guests are strongly advised to take out comprehensive travel insurance to cover cancellations. If you choose not to, then you accept responsibility for any loss that you may incur due to your cancellation.

5.8 If the Owner is required to cancel your booking to due to circumstances beyond their control, notification will be given of the cancellation as soon as possible and we will promptly refund all payments made. The Owner’s liability for cancellation will be limited to payments received by the Owner.

6. Damage Deposit - damages and additional cleaning

6.1 A deposit for damages and additional cleaning (“Damage Deposit”) is required to be held at the time of final payment. The Damage Deposit is £250.

6.2 The Owner will deduct from the Damage Deposit only such amounts as are reasonably required to cover loss or damage. Minor wear and tear, such as small scuffs, marks, or the occasional broken glass, will not normally result in any deduction.

6.3 Where damage exceeds normal wear and tear, the Owner may withhold part or all of the Damage Deposit. This includes, but is not limited to, non-removable stains on furniture, linens or towels, and excessive rubbish or mess left upon departure.

6.4 In cases of significant damage, particularly where caused by negligence or deliberate action, the Owner may retain part or all of the Damage Deposit to cover the cost of repairs or replacement. Examples include broken furniture, appliances, or windows; damage to flooring; loss of keys; or any insurance excess payable by the Owner.

6.5 Guests must report any existing damage immediately upon arrival and notify the Owner promptly of any damage, however minor, occurred during their stay. This ensures prompt repair and helps maintain the property to a high standard for all guests.

6.6 The Owner may also withhold part or all of the Damage Deposit to cover any costs incurred due to a delay of the Guest reporting damage to the Owner on the day it occurs and not just upon departure which may affect the ability of the Owner to rectify the damage in a timely manner in advance of future bookings.

6.7 The Owner will refund any unrequired Damage Deposit within three working days of departure or after the full costs of any damage has been assessed by the Owner or 14 days whichever is later

6.8 Guests are liable for loss and damage caused to the Owner’s Property and contents to the full value of the Owner’s loss even though the value of the loss exceeds the Damage Deposit.

7. Price changes

The Owner reserves the right to amend prices and details on the website.            

8. Method of Payment

Payments may be made by electronic bank transfer, debit card or credit card. Any charges raised against the Owner by their bank for handling dishonoured bank transfers or any other payments will be passed onto the Guest who is liable to reimburse the Owner.

9. The Guests’ Obligations

9.1 Not to arrive before 4pm on the day of arrival and to vacate the Property by 10.30am on the date of departure unless previously agreed in writing with the Owner.

9.2 To pay for any losses or damages to the Property and contents caused by the Guest or a member of their party (reasonable wear and tear excluded) and inform the Owner immediately so items can be replaced or repaired prior to the arrival of future guests.

9.3 To take good care of the Property and leave it in a clean and tidy condition at the end of the Holiday, with exception of linen to be laundered. A cleaning service is not provided during the Holiday. Should the Owner be dissatisfied with the condition of the Property upon the Guests’ departure, the additional cleaning will be charged at £20 per hour and will be claimed from the Damage Deposit.

9.4 On departure all windows and doors must be checked and securely locked. Keys must be returned to the key safe and the key safe locked properly. In the event that keys are not returned, a charge will be incurred by you, the Guest to cover locksmith costs to change locks and replace keys.

9.5 To permit the Owner and their employees (including but not limited to cleaners, gardeners and workmen) reasonable access to the Property as required during the Holiday.

9.6 Not to part with possession of the Property, or share it, except with members of the party shown on the Booking Form. All Guests at the property must be notified to the Owner at the time of booking.

9.7  Not to sell, transfer or sublet the booking to another party without the Owner’s express written agreement.

9.8 Not to exceed the total number of 14 people plus infant in cot – a cot may only be occupied by a child aged 24 months or less. Only those listed on the booking form can occupy the property. Guests wishing to invite additional visitors to visit during your stay must have prior written permission from the Owner. Please be advised that no extra overnight visitors are allowed to stay at the property. Bookings cannot be accepted from persons under eighteen years of age.

9.9 Not to cause an annoyance or become a nuisance to occupants of adjoining premises.

9.10 Smoking of tobacco in any form or E-cigarettes/vaping is not permitted anywhere inside or outside the property.

9.11 Not to commit or allow any of your party to commit any act which breaks the law, not to use the Property for any commercial or illegal purpose, not to sublet the Property as a whole or part thereof or otherwise allow anyone to stay who, the Owner has not previously accepted as being part of your party.

9.12 Events and celebrations are welcome by prior agreement with the Owner. Responsible stag and hen groups may be permitted by prior written agreement with the Owner, provided that all guests respect the property, neighbours, and house rules. Additional terms (including a higher security deposit and guest verification) may apply.

9.13 Not to undertake any filming or photoshoots. Please contact the Owner regarding use of the Property and its grounds for filming or your photoshoot (charges may apply)

9.14 To comply with any current government guidelines.

9.15 It is the Guests’ responsibility to make sure that rubbish and recycling from inside the Property is placed in the correct rubbish bins as detailed in the Twyn Isaf handbook. In the unlikely event you should fill a bin during your Holiday please notify the Owner and do not leave overflow rubbish outside the Property. If fines or extra charges are incurred as a result of incorrect use this will be taken from the Damage Deposit.  

9.16 Fireworks, Chinese lanterns, firepits, and portable BBQs are strictly prohibited. Matches, candles or naked flames inside or outside the property are strictly prohibited.   BBQs are only permitted to be lit by an adult in the designated area set out in the Twyn Isaf handbook, not to be left unattended and must be extinguished properly.

9.17 Domestic electric vehicle chargers (commonly known as a ‘granny charger’ or a ‘trickle charger’) are not suitable for use at the property and are strictly forbidden. Guests are liable for any damage or loss suffered by the Owner due to your unauthorised use of domestic chargers.

10. Liability

10.1 The Owner accepts no responsibility for any damage, injury or illness caused by use of the accommodation and any amenities and such use is at the Guests’ own risk. The Owner cannot be held responsible for (and cannot accept liability for) issues outside their reasonable control such as breakdown of domestic appliances, plumbing, electrical problems, structural repairs, non-working Wi-fi, poor TV reception, invasion of pests, infestations or damage caused by exceptional weather conditions, or by noise and disturbance resulting from nearby building works, noisy neighbours or local events. 

10.2 Nothing in these clauses excludes or limits the liability of the Owner;

10.2.1 for death or personal injury caused by the Owner’s negligence. 

10.2.2 for any matter for which it would be illegal for the Owner to exclude or attempt to exclude their liability.

11. Personal Belongings

If the Guest, or any members of your party leave any personal belongings behind at the Property after departure, the Guest will be charged the cost of postage and packaging and an administration fee of £15 to have them returned. Any items found at the Property will be disposed of within 30 days if not claimed. All perishable foods will automatically be disposed of at the time of the changeover.

12. Parking

Up to six cars are permitted to park at the Property at the Guests’ risk. No caravans, motorhomes, campervans or tents/tentboxes are permitted.

13. Pets

No dogs or pets of any kind are permitted in the Property or its grounds.

14. Non-availability of Property

If for any reason beyond the Owner’s control the Property is not available on the date booked (owing, for example, to flood damage, failure of heating etc.) all rent paid in advance by the Guest will be refunded. Please note that refunds may take up to 30 days to be processed.

15. The Holiday

The Guest has the right to occupy the Property for a holiday only (within the meaning of schedule 1, paragraph 9 of the Housing Act 1988). The letting does not confer a short hold tenancy or give rise to a relationship of Landlord and Tenant.

16. Complaints

16.1 All complaints must be notified to the Owner as soon as reasonably practicable (but in all cases during the period of the Holiday) as they may be required to carry out an on-the-spot investigation and if necessary, take remedial action. Notification of complaint should be made by email to stay@twynisaf.co.uk.

16.2 If the Owner is denied the opportunity of investigating the complaint within a reasonable time or denied the opportunity to put matters right during the Holiday, then the Guest will waive all rights. All complaints relating to the cleanliness of the property should be reported within two hours of entry to the property.

16.3 No correspondence can be entered into concerning complaints made upon departure or after Guests return home.

17. Covid-19 or other pandemic

If there is a national or regional lockdown which prevents you from staying then you will be given the opportunity to move the dates of your stay or if this is not possible you will be entitled to a full refund of monies paid to date.

18. Breach of Contract

18.1 If there is a breach of any of these clauses by the Guest or any of their party, the Owner reserves the right to re-enter the Property and end the Holiday and ask the Guest and their party to leave.

18.2 If there is a breach of any of these conditions by the Owner, then the Guests have the right to end the Holiday and leave.

18.3 Ending the Holiday by the Owner or the Guest does not affect that party’s other rights and remedies.

19. Data and Privacy

19.1 In making a booking we will ask for personal information such as your name, postal address, email address, telephone number and payment details. We may use the data to inform you about news and information we think may be of interest to you. We will not pass your information onto any third parties for the purposes of administration. By booking with us you are deemed to have consented to the use of personal information for this purpose.

19.2 Twyn Isaf is committed to protecting your privacy and will only use the information collected about you lawfully, in accordance with the Data Protection Act 1998. The privacy policy can be found at www.twynisaf.co.uk.

20. Governing Law

The Owner and the Guest agree that the law applying to this Contract will be England & Wales law and that we agree that the jurisdiction of the English & Welsh Courts shall apply in any dispute or claim arising out of this agreement.