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  • Mon-Fri 9am to 10pm
  • Saturday 10am to 5pm
  • Sunday 10am to 4pm
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Terms & conditions

Booking Conditions


The following Booking Conditions together with the general information contained on this website form the basis of your contract with Stonehills Ltd, 6 Chesham Street, Brighton. Please read carefully as they set out our respective rights and obligations.

In these Booking Conditions, “you” and “your” means the person named on the booking confirmation and all other persons staying at the property during the rental period. “We” and “us” means Stonehills Ltd. All reservations are made subject to these Booking Conditions.

Once a booking has been confirmed in accordance with clause 3, the contract is between you, the holidaymaker and the owner of the property you have booked. You agree that you will occupy any of the properties advertised on this website for a holiday. You acknowledge that that the tenancy granted in accordance with these Booking Conditions is not an assured tenancy and that no statutory periodic tenancy will arise under any circumstances.

1. Making a booking

If you are interested in any of the properties listed on this website, please send us a booking request. Once we have received your booking request you will receive a provisional booking notification by e-mail. We will, subject to availability, confirm your stay by issuing a booking confirmation by email. Please check the details & contact us immediately if there are any errors or omissions on the confirmation or any other document as it may not be possible to make changes later. We regret we cannot accept any liability if we are not notified of any inaccuracies in any document within 5 working days of its transmission.

2. Payment

If you wish to confirm your booking, you must pay a deposit of £250 or £500 for the larger properties is required. Full payment is required if you are booking within 28 days of arrival and must be paid at the time of booking by credit or debit card. American Express cards are not accepted. A binding contract between us comes into existence at the time the deposit is made. This deposit is not refundable in the event of your cancellation or failure to pay on time as set out below. The price of your stay will be confirmed at the time of booking, subject to the correction of errors. We reserve the right to correct errors in both advertised and confirmed prices. We will do so as soon as we become aware of the error. We reserve the right to increase or decrease the prices of accommodation at any time, including between the time of your enquiry and our confirmation to you. Please note, changes and errors occasionally occur. You must check the price of your stay at the time of booking. The balance of the cost of your booking will automatically be taken from the card details supplied at the time of booking 28 days prior to arrival (or at the time of booking if this date has passed). If we are unable to collect the full balance on time we reserve the right to treat your booking as cancelled by you. In this case the cancellation charges set out in clause 6 below will be payable. NB: All credit card payments will incur a handling charge of 3%.

3. Security Deposit and Indemnity

Within 28 days of arrival you must also pay a security deposit equal to the booking deposit. The cost of any damage to the property or to any items in and/or at the property caused or any service charges incurred by you or any member of your party (for example telephone calls) will be deducted by us from the security deposit at the end of your stay. Subject to clause 12 below, if additional or specialist cleaning time is required, above and beyond a standard “end of stay clean”, money for this will be deducted from your deposit. If no deductions are required, your security deposit will be refunded in full back to the same card and or bank account it was taken from originally, 7 working days after your departure from the property. If the security deposit is not sufficient to cover any damage caused or service charges incurred by you, you agree that you will fully indemnify us in relation to all damages, losses and costs, including legal costs, incurred by us in relation to those damages or services costs.

4. Changes by you

Should you wish to make any changes to your confirmed booking, you must notify us by email as soon as possible. Whilst we will endeavour to assist, we cannot guarantee we will be able to meet any such requests. An amendment fee may be payable together with any costs incurred by ourselves.

5. Cancellation by you

If you wish to cancel a booking, you must advise us in writing. As we incur costs from the time we confirm your booking and may be unable to re-sell your period of stay, the following cancellation charges will be payable. Any amendment fees paid by you are not refundable in the event of cancellation.

The following cancellation charges apply:

If you cancel less than 4 weeks before the due start date of your booking you will receive neither the deposit nor any rental money paid. If you cancel more than 4 weeks in advance of the due start date of your booking you will receive back any rental money and security deposit paid but not the booking deposit.

6. Changes and cancellation by us

Occasionally, we have to make changes to and correct errors on our website descriptions and other details both before and after bookings have been confirmed and cancel confirmed bookings. Whilst we always endeavour to avoid changes and cancellations, we must reserve the right to do so. If we have to make a significant change to or cancel your booking, we will tell you as soon as possible. Should a confirmed property be removed from our portfolio prior to your holiday by the owner (possible sale of property, use by owner, long let taken, property repairs or similar), we will endeavour to offer you an alternative property whenever possible. If no alternative property is available, you will be entitled to a full refund. Please note we regret we cannot recompense any losses or reimburse any expenses you may incur as a result of a change or cancellation. Very rarely, we may be forced by “force majeure” to change or terminate your stay after arrival but before the scheduled departure. This is extremely unlikely but if this situation does occur, we regret we will be unable to make any refunds, pay you any compensation or meet any costs or expenses you incur as a result. In these Booking Conditions, “force majeure” means any event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. Such events may include war or threat of war, riot, civil strife, actual or threatened terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire and all similar events outside our control.

7. Behaviour

We expect all tenants to have consideration for other people. If in our reasonable opinion or in the reasonable opinion of any other person in authority, you or any member of your party behaves in such a way as to cause or be likely to cause danger, upset or distress to any third party or damage to the property, or in any way damage the reputation and/or goodwill of the owner of the property we are entitled, without prior notice, to terminate your contract on the owner’s behalf. In this situation, you and your party will be required to leave the accommodation and we will have no further responsibility towards you or any of your party. No refunds will be made and we will not pay any expenses or costs incurred as a result of the termination. You are expected to leave the property in a tidy condition; rubbish and unwanted food/ personal items should be removed from the property, washing up should be done and put away and furniture should be in its correct place. You must not cause any damage to the property, or make any alterations to the property or its contents whatsoever. The number of persons (adults and children) must not exceed the maximum number of sleeping places indicated on the website. If you require sofa beds/chair bed/z-beds we need to be informed beforehand. We accept no responsibility for sofa bed linen not being available unless you have informed us you require it. If you are unsure a property has additional occasional beds please call or email. You may bring pets to some of our properties, please check the details on the website. Unless it is specifically stated, you or your party may not keep any pets or other animals at the property.

8. Rights of Entry

We reserve to enter the property at all reasonable times upon 24 hours’ prior written notice, or in the event of an emergency at any time without notice, and causing as little inconvenience to you as possible, in order to: a) view the condition and state of the property; or b) carry out any necessary repairs. 

9. Giving back possession at the end of the term

You must hand the keys to the landlord/us by 12.00 noon on the last day of your stay. You must leave the property in a neat and tidy condition, with all contents arranged as they were at the commencement of your stay. If you leave any items behind, you agree to be liable for all costs incurred by us in removing or storing those items.

10. Our Liability to you

Nothing in these Booking Conditions limits or excludes our liability:

a) for death or personal injury resulting from our negligence; or
b) for any damage or liability incurred by you as a result of our fraud or fraudulent misrepresentation.

Subject to the above paragraph, we shall not be liable for your:

(i) loss of enjoyment;
(ii) loss of use;
(iii) loss of property; or
(iv) any special, indirect, consequential or pure economic loss, costs, damages, charges or expenses.

In addition, we will not be responsible where you do not enjoy your stay or suffer any problems because of a reason you did not tell us about when you booked your stay or where any problems you suffer did not result from any breach of our contract or other fault of ourselves or any losses, expenses, costs or other sum you have suffered relate to any business. If the particular accommodation which gave rise to the claim or complaint complied with local laws and regulations applicable to those accommodation at the time, the accommodation will be treated as having been properly provided. In any event, our total liability in contract, tort (including negligence or breach of statutory duty), misrepresentation, restitution or otherwise arising in connection with the performance, or contemplated performance, of our obligations under these Booking Conditions shall be limited to the price you paid for the property.

11. Complaints and problems

In the unlikely event that you have any reason to complain or experience any problems with your stay whilst away, please inform us as soon as possible, and use your reasonable endeavours to mitigate any damages. We will endeavour to manage all problems as soon as possible. If the complaint is serious enough that you want to prematurely leave the premises, you must notify us in writing of the complaint. Should there be no written complaint supplied as above specified and you leave the accommodation prematurely and without an explicit authorisation by us, you forfeit your rights for a refund of the rental price, unless the terms of this contract have been breached. Complaints received at the end of the stay will not be taken into consideration and no refunds will be given. Please note, we cannot accept responsibility for any services that do not form part of our contract. This includes, for example, any additional services or facilities any other supplier agrees to provide for you. We do not guarantee internet connections and television reception are not responsible if installed broadband or tv services fail. In the event of any problems you must contact us immediately, plus you undertake to do your best to resolve or minimise the problem in order to avoid any prejudices that could result. You must immediately notify us by telephone on the day of your arrival, confirming your complaint in writing within 24 hours by fax or by e-mail. You are obliged to give us the time necessary to resolve the problem. Please note that the property is not an official tourist structure, such as a hotel, residences, etc. but a private dwelling. As such, there is no standard or categories that are internationally recognised; indeed it reflects the architecture and furnishings, the local traditions and the personal taste of the owner. This is precisely the kind of holiday that we offer: the chance to partake in the culture of the area chosen, living for a few weeks in the same surroundings as an inhabitant would. We cannot however exclude the possibility that these differences can sometimes result in minor inconveniences – due to the special nature of its architecture and of traditions in the area – but which cannot be accepted as complaints.

12. Special requests and medical problems

If you have any special request, you must advise us at the time of booking and clearly note it in the extra information section of the booking form. Although we will endeavour to meet any reasonable requests we regret we cannot guarantee any request will be met. Failure to meet any special request will not be a breach of contract on our part. We regret we cannot accept any conditional bookings, i.e. any booking which is specified to be conditional on the fulfilment of a particular request. All such bookings will be treated as “standard” bookings subject to the above provisions on special requests. If you or any member of your party has any medical problem or disability that may affect your stay, please tell us before you confirm your booking so that we can advise as to the suitability of the chosen arrangements. In any event, you must give us full details in writing at the time of booking. If we reasonably feel unable to properly accommodate the particular needs of the person concerned, we must reserve the right to decline their reservation or, if full details are not given at the time of booking, cancel when we become aware of these details.

13. Passports, visas and health requirements

It is your responsibility to ensure that you are in possession of all necessary travel and health documents (including passports and visas (where applicable) before departure. You must pay all costs incurred in obtaining such documentation.

14. Jurisdiction

This contract and all matters arising out of it are governed by United Kingdom law. We both agree that any dispute arising out of or connected with your holiday will be dealt with by the courts of the United Kingdom.

Extra & Key points

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