Booking Terms and Conditions
These conditions govern all bookings made with Huluki Property Group Limited (“we” “us””our”). You (“you” “the booker” and all the members of your party collectively called “the guests”) accept these conditions yourself and on behalf of all members of your party whether you are booking as a guest or on behalf of others. In addition by visiting or using our website you agree to comply with the Site Terms.
In respect of all bookings relating to accommodation not operated by us, we act as an introductory agent on behalf of our preferred suppliers. Your contract for such bookings will be with the actual preferred supplier. All such bookings will be also subject to the relevant preferred supplier’s conditions. You will be notified at the time of booking if further preferred supplier conditions also apply. We accept no liability in relation to any contract you enter into or for any services or arrangements you purchase (“arrangements”) or for the acts or omissions of any supplier(s) or other person(s) or party(ies) connected with any arrangements.
Any property occupied is strictly on the basis that the accommodation is for holiday use only and that no right to remain in the property after the end of the holiday period booked exists for the person or persons who occupy the property.
All persons will vacate the property at the conclusion of the period of the holiday booking. This booking/agreement is made on the basis that the property is to be occupied by you and any other occupiers (the tenant) for a holiday as mentioned in the [Housing Act 1988 Schedule 1 paragraph 9 OR Housing (Scotland) Act 1988 Schedule 4 paragraph 8] and you therefore acknowledge that this booking/agreement shall not confer on the you or any other occupiers (the tenant) any security of tenure within the terms of that Act. PLEASE NOTE THAT THESE CONDITIONS CONSTITUTE AN EXCLUDED AGREEMENT UNDER S. 3A(7)(A) OF THE PROTECTION FROM EVICTION ACT 1977 (AS AMENDED) AND CANNOT BE CONSTRUED AS AN ASSURED TENANCY UNDER THE HOUSING ACT 1988 (AS AMENDED).
1.1 Your Booking
Any booking, however made, will only come into existence when payment has been made in full and your confirmation has been dispatched by us.
Restrictions may apply in certain locations including, but not limited to, minimum night stay and age restrictions; you will be advised of these at the time of booking where applicable. We reserve the right to refuse any booking at any time.
For all arrangements, your contract will be with the supplier / principal of the arrangements in question (“Supplier/Principal”). When making your booking we will arrange for you to enter into a contract with the applicable Supplier/Principal of the arrangements. Your booking with us is subject to these Agency Terms and Conditions and the specific booking conditions of the relevant Supplier/Principal you contract with and you are advised to read both carefully prior to booking. The Supplier/Principal’s terms and conditions may limit and/or exclude the Supplier/Principal’s liability to you.
Please Note: You may decide to make one or more bookings with us at the same time. The price charged in total for more than one booking will always equal the prices charged separately for each individual booking. All arrangements are available to be purchased separately at the same price as they are when more than one booking is made. This means that any multiple bookings do not constitute a package as defined in the Package Travel, Package Holidays and Package Tours Regulations 1992 or the Civil Aviation (Air Travel Organisers’ Licensing) Regulations 2012.
By making a booking with us, you agree that you:
a. Have read these Agency Terms and Conditions and agree to be bound by them;
c. Accept financial responsibility for payment of the booking on behalf of all persons detailed on the booking.
1.2 Booking and Payment
You may make a booking request by telephone, fax, e-mail or by using the online booking form on our website.
To make a valid booking request you must provide us with the following information on your behalf and on behalf of all individuals in your party:
- Name and full address;
- Email address;
- Telephone number;
- Payment details (debit and credit cards accepted and in some cases bank transfer);
- The dates for which accommodation is required; and
- The accommodation that you wish to book.
We shall endeavor to acknowledge the booking request within 24 hours of receipt and shall contact the Supplier/Principal to ascertain whether the booking request can be satisfied.
As soon as your confirmation and invoice are received, please check the details carefully. If anything is not correct you should tell us immediately. However, we regret we cannot accept any liability if we are not notified of any inaccuracy in the documentation. If there is an error in the confirmation or invoice, we reserve the right to correct it as soon as we become aware of it and will do so within 7 days of issue of the confirmation or invoice or, if your arrival date is within 7 days of booking, no later than 24 hours before your arrival date.
1.3 Special Requests
Should you have any special requests please let us know in writing at the time of booking. We will pass on all such requests to the Supplier/Principal, but we can’t guarantee that they will be met and we will have no liability to you if they are not. However, we will endeavor to do everything we can to help guests with special requirements.
1.4 Group Bookings
We consider a group to be three properties or more being booked in the same city for similar dates. Special conditions may apply and these will be advised at the time of booking. Cancellation charges may differ to those in Cl. 4. 5 and will be advised at the time of booking.
Payment in full is required at the time of booking unless otherwise agreed. If payment does not reach us at the required time we reserve the right to suspend or cancel any booking made. Any late payments will result in interest being charged at 4% above the Bank of England base rate for the period concerned.
Payment should be made in Pounds Sterling or Euro by:
Credit or Debit card.
A transaction fee of 3% on all Credit Card payments will be charged. There is no transaction fee for Debit Card payments. Credit card details must match the security checks. We may pass your debit/credit card details to a third party to process any payments. Credit Card fees are not refundable in any circumstances
Bank Transfer: (bank details are available on request).
2.2 Security Deposit
A Security Deposit to cover “additional charges “ ( see cl.12), including breakages, damages, extra cleaning and further accommodation charges incurred during your stay, may be taken and you will be advised whether this is payable at the time of booking or on arrival at the property. The card details taken at the point of booking will be held by the property provider and used to reclaim any damages incurred during the stay. In the event of damages occurring, the guest will be presented with the relevant evidence of said damage(s) and will have a 48 hour right to reply. If no reply is forthcoming from the guest during this period, the property provider will assume the guest accepts liability and relevant charges will be applied.
2.3 Payment of Additional Charges
Valid credit/debit card details must be supplied at the time of booking and/or upon arrival at the accommodation to cover “additional charges “(see cl.12.). These may be payable directly to the preferred supplier in some instances.
These charges will be deducted from any Security Deposit held or from a debit/credit card supplied and any balance on the security deposit will be refunded. A written statement of the “additional charges” will be sent to you. In the event that payment under a debit/credit card is declined, or no card details are provided, we reserve the right to invoice the booker or guest directly for these charges.
The rates we advertise are to the best of our knowledge correct at the date of publication but we reserve the right to change any rates from time to time. Prior to the booking being confirmed rates quoted are based on the rates prevailing at the time but are subject to change. Once a booking has been confirmed we will not change the rate quoted unless you amend the booking or our cost of supplying the accommodation changes as a result of tax changes or currency fluctuations beyond our control. VAT is charged at the rate in force at the time of booking.
We reserve the right to amend advertised prices at any time. We also reserve the right to correct errors in both advertised and confirmed prices. Special note: changes and errors sometimes occur. You must check the price of your chosen arrangements at the time of booking.
3.2 Accuracy of Prices and details
Important note: the information and prices shown on any advertising material that we issue may have changed by the time you come to book your arrangements. Although we make every effort to ensure the accuracy of the information and prices at the time of printing, regrettably errors do occasionally occur. You must therefore ensure you check the price and all other details of your chosen arrangements with us at the time of booking.
4.1 Changes, Extensions and Cancellations
All requests for changes, extensions and cancellations must be made in writing directly to us. (Accordingly, if your booking is not changed, extended or cancelled through us you will be liable to pay us the full amount of the booking.)
Any cancellation or amendment request must be sent to us in writing by email and will take effect on the day we receive it. Please ensure that you have received written confirmation of any changes to your booking prior to travel. Whilst we will try to assist, we cannot guarantee that such requests will be met.
Amendments and cancellations can only be accepted in accordance with the terms and conditions of the Supplier/Principal of your arrangements. The Supplier/Principal may charge the cancellation or amendment charges shown in their booking conditions (which may be as much as 100% of the cost of the arrangements and will normally increase closer to the date of departure).
If you wish to change any detail of your confirmed booking we will do our best to make the change subject to an administration fee of £25 per booking which will be payable to us once any change has been made together with any other resulting costs which may result in an increase or decrease in rate depending on the date and length of stay.
All changes of date are subject to availability. Should any change be rejected, the original booking will be re-instated. Name changes or child age changes will not incur any charges or administration fee.
We will inform you as soon as reasonably possible if the Supplier/Principal needs to make a significant change to your confirmed arrangements or to cancel them. We will also liaise between you and the Supplier/Principal in relation to any alternative arrangements offered by the Supplier/Principal but we will have no further liability to you.
If you wish to extend a stay please ensure you give us as much notice as possible in order to facilitate your request. All extensions are subject to availability and rate change.
Where notice to extend a stay has been given, we reserve the right to take all additional payments and charges from any credit/debit card used to make the original booking, or an invoice for the extended period will be sent to your billing address and payment must be made by return.
Our cancellation policy is set out below; however, where we act as agent for a preferred supplier their cancellation policy may differ from our own. The specific cancellation policy should be requested at the time of booking and will be stated on the confirmation:
- Huluki Property Group Limited reserves the right to treat an early departure or reduction in the number of nights or properties booked as a cancellation and the accommodation may be re- let and cancellation charges will apply. Non-arrivals will be treated as a cancellation and you will not be entitled to any refunds.
- Non-arrivals will be treated as a cancellation and you will not be entitled to any refunds.
- Please note that transaction fees are not refundable in the event of a cancellation.
At the time of booking we reserve the right to request a 20% deposit to reserve your booking in advance. In all cases this deposit is non-refundable in the event of cancellation.
4.5 Notice Period
Cancellation charges relate to the date prior to arrival when we are notified of the cancellation and will determine the cancellation charges incurred according to the scale below.
These notice periods also apply to early departure or reduction in the number of minimum nights stay. For group bookings, the minimum notice period and the cancellation charge per property, regardless of the length of stay, is the same as for stays of 28 + nights (see below).
LENGTH OF STAY NOTICE PERIOD CANCELLATION CHARGE
1 – 6 nights 14 days prior to arrival date No refund
7 + nights 14 days prior to arrival date Minimum 14 nights’ accommodation
Where a booking of more than 28 nights has been made and long term rates agreed, should the booking be shortened from the original dates agreed at any time, Huluki Property Group Limited reserves the right to amend this rate. Where bookings are made for a period exceeding 28 nights and are canceled within 28 days of check-in, or shortened at any point during the stay, Huluki Property Group Limited reserves the right to charge a 28-night cancellation fee per property to cover declined business and associated costs.
5.1 Changes by Us
We do not expect to have to make any changes to your booking however occasionally bookings have to be changed or cancelled or errors in information or other details corrected and we reserve the right to do so. If this does happen, we will contact you by telephone or email where reasonably possible. Where a booking has been cancelled by us due to a breach of the terms of your stay by you, or where you have acted unreasonably, Huluki Property Group reserves the right to serve notice to you at a duration we deem to be reasonable in light of the breach(es). If a change has to be made or your booking has to be cancelled we will, if possible, offer you an alternative property of similar type and standard in a similar location for the same period. If the alternative property is advertised at a lower price, you will receive a refund of the price difference. However if the alternative property is at a higher price the new price will be payable. If you do not wish to accept a change or any alternative property offered or we cannot offer you a suitable alternative property, you may be entitled to cancel your booking and receive a refund unless this is the result of an Event beyond our Control – see below. You should tell us as soon as possible whether you wish to accept any change or alternative property offered or alternatively if you want a refund.
Events beyond our control include but are not limited to the following: an act of God, an outbreak of hostilities, riot, civil disturbance, acts of terrorism, revolution, the act of any government or authority (including but not limited to refusal or revocation of any license or consent), fire, flood, lightning, explosion, fog or bad weather, epidemic, interruption or failure of a utility service (including but not limited to electricity, gas, water or telecommunications), renovations and building work undertaken at the property or in the local area, strikes, lockouts or boycotts, embargo, blockade.
We will inform you as soon as reasonably possible if the Supplier/Principal needs to make a significant change to your confirmed Arrangements or to cancel them. We will also liaise between you and the Supplier/Principal in relation to any alternative arrangements offered by the Supplier/Principal but we will have no further liability to you.
We are not responsible for the theft and/or damage of your personal belongings during your stay in any property booked. Therefore you are advised to ensure you have appropriate insurance in place. In addition, you are advised to ensure you have appropriate travel insurance to cover cancellation and medical expenses. You are strongly recommended to take out personal travel insurance for all members of your party. Some Suppliers/Principals require that you do so. It is your responsibility to ensure that the insurance you purchase is adequate and appropriate for your particular needs. Please read your policy details on receipt and take them with you on holiday.
Reasonable care has been taken to ensure that the content of our website (and/or other means of promotion or advertising) is correct but it is subject to amendment at any time without notice. All content on our website (and/or other means of promotion or advertising) is published in good faith but you acknowledge that we cannot check the accuracy of all information provided by our preferred suppliers for whom we act as agent. Given the above factors, we do not warrant that any of the content on our website (and/or other means of promotion or advertising) accurately or completely describes any of the property. Our website may link to other websites and we are not responsible for the data policies, content or security of these linked websites.
Our website (and/or other means of promotion or advertising) will only have a general representation of the accommodation shown. Actual property size, design, fixtures, furnishings and facilities may vary.
Because the contract for your arrangements is between you and the Supplier/Principal, any queries or concerns should be addressed to them. If you have a problem whilst using the arrangements, this must be reported to the Supplier/Principal immediately. If you fail to follow this procedure there will be less opportunity for the Supplier/Principal to investigate and rectify your complaint. The amount of compensation you may be entitled to, may, therefore, be reduced or extinguished as a result.
If you wish to complain about when your booking of the accommodation ends, you should write to the Supplier/Principal. In our capacity as an agent, we can assist you in liaising with the Supplier/Principal in an effort to resolve any complaints, please contact us for more information.
If you wish to complain about any service we have provided to you (i.e. our booking service) then please contact us directly.
Please note that we do not offer an alternative dispute resolution service.
We are responsible for our own operated property, subject to these conditions. We act as agent for our preferred suppliers and, other than our general management and booking obligations detailed in these conditions, we shall not be liable to any party for any amounts in relation to any acts or omissions under or in relation to that contract with the relevant preferred supplier.
All warranties, conditions and other terms implied by statute or common law or otherwise are, to the fullest extent permitted by law, excluded from any contract with us and these conditions shall apply in their place.
However, nothing in these terms and conditions shall affect your statutory rights if you are a consumer. Nothing in these terms and conditions limits or excludes our liability for death or personal injury resulting from negligence; or for any damage or liability incurred by you as a result of fraud or fraudulent misrepresentation by us, or any liability that cannot by law be excluded.
Subject to the paragraph above, we shall not be liable for any loss of profits, loss of business, depletion of goodwill and/or similar losses, loss of anticipated savings, loss of goods, loss of contract, loss of use, loss of corruption of data or information, or any special, indirect, consequential or pure economic loss, costs, damages, charges or expenses.
If you are booking for, as or on behalf of a business or business employee, that business shall indemnify us against all liabilities, costs, expenses, damages and losses (including any direct or indirect consequential losses, loss of profit, loss of reputation and all interest, penalties and legal and other reasonable professional costs and expenses) suffered or incurred by us arising out of or in connection with your, or your business’s, breach or negligent performance or non-performance of these terms and conditions. If you are booking for, as, or on behalf of a business or business employee, 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 your booking shall be limited to the fees paid to us under your booking.
9.1 Your Accommodation
All properties or Rooms are occupied as short term accommodation and are only to be used as temporary or holiday accommodation for you, or your organisation. They are not for use as the principal, additional home or residence of guests; you will not be entitled to a tenancy or an assured shorthold or assured tenancy. No relationship of landlord and tenant is created and no statutory security of tenure exists now or when the period of occupation ends. If you or any member of your party fails to vacate at the end of the period you will be charged the appropriate accommodation charges for the continued period of occupation. No persons other than the guests have the right to use the property.
These conditions constitute an excluded agreement under S(3A)(7)(a)of the Protection from Eviction Act 1977 (as amended) and cannot be construed as an assured tenancy under the Housing Act 1988 (as amended).
We cannot guarantee an exact property number prior to arrival.
The maximum guests in a property is determined by the number of beds in the property. If the maximum number is exceeded then we, or the preferred supplier, may refuse access to the accommodation and/or reserve the right to charge for additional property.
Guests are expected to comply with any regulations for use of the property. These are available on arrival usually in the Guest Information Folder, in the property. If any guest breaches any of these conditions or the regulations, we reserve the right to request a guest vacate their property immediately without refund.
Guests are required to behave in a responsible manner, respect the property and their fellow guests and keep noise to a minimum between the hours of 10pm and 7am. This includes causing any sort of nuisance or disruption to fellow guests or using threatening or abusive behaviour towards a member of staff on the phone, in writing or in person. Guests are not permitted to use the property for any illegal or immoral purposes. An additional charge will be made if the Management team is called out in response to a nuisance complaint.
Age Restrictions: Non-corporate bookings will not be accepted from any paying guests under the age of 25. Proof of identification and date of birth may be requested on arrival and if not presented on request, we reserve the right to cancel the booking.
Visitors: Guests are responsible for their visitors. Non residents will not be allowed access to the property after 11pm and we operate a strict no party policy.
Damage: Guests are required to keep the property, furniture, fittings and effects in the same condition as on arrival. Inventories and condition reports can be provided at the start and end of the stay, if required, at an additional cost. You are required to notify us of any damage, loss or broken items or matters requiring general maintenance. Any damage to the property will be charged in full. In the event that these are discovered after departure we will notify you or the booker within 7 days of departure with full details and where possible photographic evidence.
Cleanliness: We expect the property to be left in a reasonable state of cleanliness and order on departure. An additional charge will be made for extra cleaning or specialist cleaning to return the property to a fit state for occupation. Additional charges may include compensation for loss of revenue in addition to cleaning and repairs.
Lost Property: All your possessions should be removed from the property on the date of departure. We will use reasonable endeavours to retain any lost items for up to 3 months after your departure date. Email: email@example.com for enquiries relating to lost items.
You and all members of your party agree to:
Use the Property in a reasonable and careful manner and not allow it to deteriorate.
Make good all damage caused to the Property (including the fixtures and fittings) or to any other property through:
any breach of the obligations set out in these Terms and Conditions;
any improper use by or negligence of the guest or any person at the Property with the guest’s permission.
Not block or otherwise damage the taps, baths, wash basins, toilets, cisterns or pipes within or exclusively serving the Property.
Keep the Property heated to a reasonable level during the winter months to prevent damage to the Property or the water pipes drains tanks and other plumbing apparatus by cold weather.
Report to the Supplier and Agency any damage, destruction, loss, defect or disrepair affecting the Property as soon as it comes to your attention.
Place all refuse in the receptacle(s) provided for the Property by the Agency, the owner of the Property or any other competent authority.
Allow the Supplier of the Property or anyone with their written authority together with any workmen and necessary appliances to enter the Property at reasonable times of the day to inspect its condition and state of repair and to carry out any necessary repairs provided the Agency or Supplier has given reasonable notice (with regard to the work to be undertaken) beforehand and the guest shall not interfere with or obstruct any such persons.
The Customer shall in cases of emergency allow the Agency, the owner or anyone with their authority to enter the Property at any time and without notice.
Not do anything on the Property which may be a nuisance to or cause damage or annoyance to the Agency, the owner of the Property or the tenants or occupiers of any adjoining property.
Not keep any animal or pet on the Property without first obtaining written consent and subject to any conditions imposed by Huluki Property Group Limited.
Not smoke at the Property.
Comply with any planning conditions affecting the Property which have been brought to the guest’s attention.
Not assign or sublet the Property or any part of the Property and shall not part with possession or share occupation of the Property or any part of it.
Not permit any person to occupy the Property as a lodger.
Not alter add to or interfere with the appearance structure exterior or interior of the Property or the arrangement of the fixtures furniture and effects.
10.1 Arriving and Departing
The accommodation booked is available from 3pm on the day of arrival to 11am on the day of departure. Early arrival or late departure may be available for an additional charge but cannot be guaranteed unless booked from the night before arrival or for the night after departure.
10.2 Access to Your property
Key collection details will be provided to you (via your booker where applicable) prior to arrival. Many properties do not have reception desks and you will be given a code to enter the building and details of key collection once your booking is confirmed. It is essential that you have this information with you on arrival and, where notified, contact us in advance to confirm the arrival procedure.
The procedure for departure will be confirmed on arrival.
11.1 Other things to note
Security: Guests will be provided with a set of keys/fobs/access card to access the property and the property. Additional sets can be provided on request. It is your responsibility to ensure you are in possession of these at all times and that they are returned at the end of your stay. An additional charge will be made for replacements and if we are required to provide access due to lost or forgotten keys.
Interruption to services: We will make every effort to ensure that guests enjoy a peaceful stay, however, cannot guarantee or be held responsible for any failure or interruption of, services to the property or the building, including electricity, air conditioning, water or any damage to telephone, broadband, internet and other communications, including disruption or noise caused as a result of repair works being carried out in another part of the property. Where we are made aware of such failure or interruption we will endeavour to rectify such services within a reasonable period of time at our property, and will use reasonable endeavours to ensure any preferred supplier is made aware of, and rectifies, such problems within a reasonable period.
For our fully managed properties: Our Management team is available to ensure your stay is as comfortable and enjoyable as possible. Contact details and working hours are made available on arrival.
12.1 Additional Charges As a guide additional charges include, but is not limited to the following:
Breakages, loss or damage to the property or any of its contents
Cleaning, specialist treatment charges where more than routine cleaning is required or smoking has occurred: £100 – £500
Inventory and condition reports – £50
Outside of working hours which are Mon – Fri 9am – 6pm – meet and greet – £50
Lost keys, fobs or access cards – £50 – £500
Call out charge for locked out Guests £50
Storage of luggage
Broadband and telephone call charges
Extra bed (inflatable or rollaway £15 per night, cot £5 per night)
Other services e.g. car parking, dry cleaning, laundry, extra cleaning are available on request
VAT and local taxes are payable on all additional charges and where the level of the additional charges is not specified in these conditions, we will charge you the actual cost together with any administration costs. Prices for additional charges may change at any time. For payment of additional charges see cl.2.3 above.
13.1 Health and Safety
We take the health and safety of all our guests seriously. On arrival you should familiarise yourself with the layout of the property and building and the health and safety procedures as detailed in your property. Where Huluki Property Group Limited acts as agent for a preferred supplier, we do not warrant that in booking these property on your behalf, that it is managed in accordance with local and national laws including health and safety. You also understand that although a preferred supplier may comply with local and national laws, the rights and remedies under such laws may be different to that of England and Wales.
14.1. Quality and Feedback
We are committed to providing quality accommodation and conduct regular audits to ensure that high standards are maintained at the properties. Many of the properties are also independently assessed and details of the star ratings awarded can be found on our website. We also welcome feedback from our guests and ask them to complete a guest satisfaction survey on departure. We value this feedback which provides us with useful information on how we can improve our services further.
Because the contract for your arrangements is between you and the Supplier/Principal, any queries or concerns should be addressed to them. If you have a problem whilst using the arrangements, this must be reported to the Supplier/Principal immediately. If you fail to follow this procedure there will be less opportunity for the Supplier/Principal to investigate and rectify your complaint. The amount of compensation you may be entitled to, may therefore be reduced or extinguished as a result.
If you wish to complain when your booking of the accommodation ends, you should write to the Supplier/Principal. In our capacity as an agent, we can assist you in liaising with the Supplier/Principal in an effort to resolve any complaints, please contact us for more information.
If you wish to complain about any service we have provided to you (i.e. our booking service) then please contact us directly. Please note that we do not offer an alternative dispute resolution service.
We reserve the right to change these conditions from time to time. If guests are in breach of any of these conditions, we reserve the right to request that guests vacate their property immediately. These conditions shall be governed by and construed in accordance with the laws of England and the Courts of England shall have exclusive jurisdiction in relation to any claim, dispute or difference concerning these conditions and any matter arising from them.
18.1 Law and Jurisdiction
These Terms and Conditions are governed in all respects by English law. We both agree that any dispute, claim or other matter which arises between us out of or in connection with these Conditions will be dealt with by the Courts of England only.