Booking information

Terms and conditions of booking

These terms and conditions apply to all English Heritage holiday cottages. For the purposes of these terms and conditions, “English Heritage” means the English Heritage Trust, a charity caring for the National Heritage Collection of more than 400 historic properties and their collections. The English Heritage Trust is incorporated and registered in England and Wales with company number 07447221 and charity number 1140351 whose registered office is at the Engine House, Fire Fly Avenue, SN2 2EH.

Booking a holiday cottage


1.1 These terms and conditions, which are printed in the Brochure, form the basis of the agreement between you and English Heritage for the holiday rental of the Property named in the Invoice/Confirmation ("the Property") together with all other conditions set out in the Brochure.

1.2 You must be over 18 years of age to make a booking and accept full responsibility for all payments due and for the consequences of any actions of all persons who will use the Property during your holiday. If payment is made by credit/debit card by telephone, you will have deemed to have read all the Booking Conditions and agreed to be bound by them.


2.1 English Heritage will confirm the booking on receipt of a deposit of one third of the holiday rental fee ("the Deposit").

2.2 Once English Heritage has confirmed the booking from you in writing and has received the Deposit then an agreement exists between us on these terms and conditions.

2.3 If the holiday is due to start within 56 days of the date of booking the total of the holiday rental fee is payable at the time of booking.

2.4 No subsequent changes may be made to any part of the Booking without English Heritage's express written approval.

2.5 All prices quoted in our brochures, by telephone or on our website include VAT. If the VAT rates change, we reserve the right to change our prices accordingly.

2.6 All prices quoted in our brochures, by telephone or on our website include all charges for water, gas, electricity, and oil.

2.7 Special Offers are only valid if quoted at time of booking and cannot be combined nor back dated to existing bookings.

2.8 Whilst the information concerning our Properties is correct at the time of publishing, we reserve the right to amend prices, services, or other particulars contained in published information at any time before we enter into a contract with you.


3.1 English Heritage reserves the right to refuse any booking.

3.2 English Heritage reserves the right to terminate this Agreement and ask you and your guests to leave immediately if this is deemed necessary by English Heritage as a result of your behaviour or that of your guests or any other material breach by you of the terms of this Agreement.


4.1 The balance of the holiday rental fee less any Deposit is due 56 days before the start of the holiday. If the balance is not received on time English Heritage reserves the right to cancel your booking and retain the Deposit as a cancellation fee.


5.1 This Agreement is for the purposes of a holiday rental only and does not create the relationship of Landlord and Tenant between you and English Heritage. You will not be entitled to a tenancy or to any other form of statutory security of tenure as a result of this Agreement.


6.1 English Heritage will endeavour to inform you at the time of booking of any changes to the brochure or website description of the Property or of any English Heritage organised events which may be taking place at its site near the Property during your holiday. English Heritage does not accept any liability for any works or activity of any sort occurring on its premises adjoining or neighbouring the Property.

Changing or cancelling a booking


7.1 English Heritage will endeavour to assist you in a transfer of a booking to an alternative property or an alternative date or duration at your request.

7.2 Changes cannot be accepted within 56 days of the start date of the holiday.

7.3 If prior to 56 days a change results in a reduction in the length of the holiday your balance will be adjusted accordingly.

7.4 If prior to 56 days a change results in a reduction in your holiday cost (excluding extras) your refund will be processed within 14 working days.

7.5 If prior to 56 days a change results in an increased holiday cost this must be paid immediately to secure the change.


8.1 You may cancel your booking at any time provided you do so in writing to English Heritage. Your booking will be cancelled with effect from the day we receive your written notification.

No. of days prior to holiday start date

 Cancellation charge
 More than 57 days  33% - (deposit)
 Less than 56 days  Full balance

8.2 English Heritage reserves the right to cancel the booking any time in the event of circumstances beyond the reasonable control of English Heritage or if in the reasonable opinion of English Heritage it is necessary to undertake essential works at the Property. In these unlikely circumstances English Heritage will endeavour to offer a suitable alternative English Heritage holiday. If no such alternative holiday is agreed between us then English Heritage will refund in full all money received by us for the booking. English Heritage will not otherwise be liable for any loss incurred by you as a result of the cancellation.

During Your Stay


9.1 The holiday rental period begins at 3.00pm (5.00pm at Pool House, Witley Court) on the first day of your booked stay and ends at 10.00am on the day of the departure. If your stay extends beyond this period you may be subject to a charge for the additional days.


10.1 You must not use the Property for any purpose other than that of a holiday. Functions, celebrations, ceremonies and parties are not permitted.

10.2 The number of people staying in the Property must not exceed the maximum number stated in the brochure or website or agreed in writing at time of booking and the use of tents or sleeping in motor vehicles adjacent to the Property is not permitted.

10.3 You must not use the Property for any activity or in such a way as to cause nuisance or annoyance to English Heritage, its visitors or its neighbours.

10.4 You and your guests must comply with any reasonable regulations relating to the Property, or the site within which the Property is situated, which will be communicated to you on your arrival at the Property.

11. Our Obligations

11.1 Should any of the published facilities within our Properties change or become unavailable after we enter into a contract with you we shall notify you in writing immediately.

11.2 Where a significant change exists we will always endeavour to advise you prior to your arrival.


12.1 You agree to keep the Property and its contents in the same condition and repair as on your arrival at the Property and to pay to English Heritage upon written demand any costs incurred in making good any loss or damage to the Property or its contents caused by your action or omission or that of any guest or animal accompanying you.

12.2 You will be provided with an in-property information folder at your accommodation that contains important information about your stay with us. Please ensure that you and your party read it carefully on arrival. You must also ensure that you and your party familiarise yourselves with the layout of the accommodation and the location of the fire exits.

12.3 No pet is permitted at a Property other than a maximum number of two well behaved dogs at those properties indicated in the brochure or website. Dogs must stay downstairs, remain off all furniture and be under kept control at all times. A charge of £30 per stay is made for each dog (there is no charge for assistance dog). If you use a guide dog or a hearing dog and wish to stay at one of our properties where dogs are not normally permitted, please discuss with our reservation staff, who will make every effort to accommodate your needs within localised property restrictions. All dog waste must be removed from the Property, gardens and grounds prior to the end of your holiday. If extra cleaning is required as a result of dogs at the property an additional cleaning fee will be charged (see 12.5).

12.4 You must allow anyone authorised by English Heritage to enter the Property during the holiday. English Heritage will endeavour to give you reasonable notice of such a visit except in an emergency when immediate access must be allowed.

12.5 You must ensure that the Property is left in a clean and tidy condition at the end of your holiday as you found it. English Heritage reserves the right to charge a fee of up to £500 for any additional cleaning we consider necessary following your holiday at the Property. In the event that we decide to charge you for additional cleaning we will write to you detailing the additional cleaning required within seven working days of the end of your stay.

12.6 Smoking is not permitted in any part of the Property. You and your party must not smoke inside the Property. You and your party must not use candles, fireworks or Chinese lanterns at the Property. You and your party must not use a barbecue at the Property unless we have provided one.

12.7 If the Property has an open fire, woodburner or barbecue you must comply with the instructions found in the in-property information folder, particularly regarding the appropriate fuel to use and disposal of ash for your safety.

12.8 You may be required to pay a security deposit before your holiday start date. If this applies to your booking you will be advised at the time of booking. The security deposit will be refunded within two weeks of the end of your holiday, less any reasonable costs for making good any loss or damage to the Property or its contents during your holiday or for any additional cleaning that may be required.


13.1 In order to maintain the buildings and grounds in our care regular maintenance and gardening activity is undertaken. When possible this activity will take place between 10.00 am and 3.00 pm on arrival days in order to minimise disturbance during your stay. English Heritage will inform you in the in-property information folders of site activity.

13.2 All of our Property sites are used for either English Heritage Events, Weddings, Private party or Corporate event hire as well as commercial filming. You will be notified in writing of any English Heritage organised events or filming taking place during your stay that could have an impact on your enjoyment of your holiday.


14.1 If you have any cause for complaint during your holiday at the Property please notify the Housekeeper or a member of site staff who will make all reasonable efforts to assist and resolve the issue. English Heritage will not normally make any refund or recompense in respect of a complaint made after departure if the complaint was not made known to the Housekeeper or a member of site staff during the holiday rental period.


15.1 English Heritage shall not be responsible for loss or damage to any of your belongings or for any injuries sustained by you or any of your guests unless caused by the negligence or default of English Heritage.

Personal Data


16.1 All personal data provided to English Heritage will be held and processed in accordance with the requirements of the 1998 Data Protection Act. We will keep your personal data safe and secure. We will not share it with other organisations without your knowledge and consent, unless required by law to do so.


17.1 We shall neither be in breach of these terms and conditions nor liable for delay in performing, or failure to perform, any of our obligations under these terms and conditions if such delay or failure result from events, circumstances or causes beyond its reasonable control.

17.2 An event outside our reasonable control means any act or event that is beyond our reasonable control, including without limitation fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, strikes or industrial action by third parties, terrorist attack or threat of terrorist attack, war or threat of war, civil commotion, riot, invasion, or failure of public or private telecommunications networks.


18.1 It is a condition of your contract with us that you and all members of your party have comprehensive travel insurance cover and that it is adequate for your needs. Your policy of insurance should provide cover for personal injury, death, medical and repatriation costs in the countries which you intend to visit, together with cover for loss of baggage and valuables, personal liability, delay, cancellation, curtailment, missed departure and legal expenses. If you suffer from a disability or medical condition you should disclose this to insurers.


19.1 These terms and conditions and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with it or its subject matter or formation shall be governed by and construed in accordance with the law of England and Wales.

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