Booking Terms and Conditions
PLEASE READ CAREFULLY
If you make a booking or a reservation request with us, these Terms & Conditions are deemed to have been accepted by you.
The site is owned and operated by: Vacation Rental Support LLP,
Registration No. SO306370,
Registered address: Summit House,
4-5 Mitchell Street, Edinburgh, EH6 3BD
PLEASE MAKE SURE YOU ARE PROTECTED BY CANCELLATION INSURANCE
1. Contract of Hire
The hiring contract will be between you the Hirer and the Owner of the property for which the booking is made and shall be deemed to be made subject to these Conditions of Hire and governed by the Scottish Courts. Vacation Rental Support LLP act as Managing Co-Hosts for Owners of Properties and are not Principals. The Contract of Hire is not effective until Vacation Rental Support LLP dispatch to the Hirer written confirmation of the booking. The contract is for the hire of the property for holiday purposes only unless otherwise agreed in writing. The properties represented by Vacation Rental Support LLP should not be used for stag parties, hen parties, weddings or any special event without prior discussion and written agreement by Vacation Rental Support LLP. We do not accept bookings from Hirers under 25 years of age. Your contract is between you and the Owner of the property and is subject to the following conditions.
2.1 Initial Payment, Deposit, Reservation
2.1.1 Direct Bookings: bookings made directly via a Vacation Rental Support LLP owned and/or managed website (not OTAs such as Airbnb etc), such as website, rather than through an Online Travel Agency (OTA's). Initial payment to be made according to options displayed on the website.
2.1.2 Payment 'Cooling Off' Period for Direct Bookings Only
For direct bookings only (bookings made via a website owned and operated by Vacation Rental Support LLP or by phone or email direct to us - NOT via OTA's such as Airbnb, TripAdvisor etc) there is a 48 hour cooling off period from the time the booking is recorded on the system (when payment is made), during which time you may cancel your booking and receive a full refund less a 1% administration fee.
2.1.3 OTA Bookings such as Airbnb, TripAdvisor, Booking.com:
Bookings made through OTAs (Online Travel Agents such as Airbnb) must be booked and paid for according to the instructions, terms and conditions on the specific OTA site through which you are booking the property.
2.2 Remaining Balance Payment
2.2.1 Remaining Balance Payment For Direct Bookings: For bookings made directly via a Vacation Rental Support LLP owned and operated website the Balance of the Hire will be due for payment 90 days before the holiday commencement date. After receipt of the Balance Payment, advice of key collection arrangements and directions to the property will be sent to the Hirer. Vacation Rental Support LLP/Owner reserves the right to cancel a holiday where full payment has not been received less than 90 days before the holiday commencement date in order to make the property available for booking again. Under these conditions the deposit paid on the booking is non-returnable unless the property is able to be re-let for the dates that were booked. If the property is able to be re-let for the booked dates than a refund may be made less a 1% administration fee plus any costs incurred if the replacement booking is made via an OTA (Online Travel Agent).
2.2.2 For OTA Bookings such as Airbnb, TripAdvisor, Booking.com: bookings made through OTAs (Online Travel Agents) any remaining payment/s must be paid for according to the instructions, terms and conditions on the specific OTA site.
3. Confirmation of Booking
Once Vacation Rental Support LLP has issued a Confirmation of Booking, the Hirer is responsible for the total published price of the property and any extras as shown on the confirmation. Amendments to bookings, where applicable, may be subject to an administration fee not exceeding £50.
4. Numbers of Guests at the Property
In no circumstances may more than the maximum number of persons as stated in the property advertisement or website occupy a property. The Owner/Vacation Rental Support LLP reserve the right to refuse admittance if this condition is not observed. Only those listed on the booking may occupy the accommodation. The person who completes the booking, i.e. the lead name, certifies that he or she is authorised to agree to the Booking Conditions on behalf of all members of the party, including any changes. The lead name must be over 18 years and a member of the party occupying the property. The lead name agrees to take responsibility for all members of the party. The Owner/Vacation Rental Support LLP reserve the right to refuse or revoke any bookings from parties that may in their opinion (and at their sole discretion) be unsuitable for the property concerned. Exceeding the maximum number of persons may invalidate the property insurance.
If you have arranged to take a pet with you, please observe the individual house regulations. Some properties do not allow pets. For all properties that do allow pets, they must not be allowed upstairs, in bedrooms or on soft furnishings, and must not be left unattended at the property. There is normally a pet charge per booking. Please do not take pets to houses which do not accept them. Vacation Rental Support LLP staff check properties after Guest departure for any sign that a pet has been in the property.
5. Your Personal Data
6. Vacation Rental Arrival and Departure
Arrival time at your accommodation is after 16:00 hours on the start date of your holiday. You must have vacated the property by 10:00 hours on your final day. The arrival policy at most properties is for 'self entry' via keys kept in a coded 'lock box'. If the policy for your rental property is different this will be noted either on the booking site or in the communications sent to you.
7. Condition and Cleanliness of Your Vacation Rental
For the whole of the period included within your booking, you will be responsible for the property and will be expected to take all reasonable care of it. You agree to keep the house clean and tidy and leave it in a similar condition of cleanliness to when you arrived. The property and all equipment and utensils must be left clean and tidy at the end of the hire period. Any additional cleaning of the property, following your departure, beyond the normal amount reasonably required, may be charged as extra and deducted from your Damage Deposit (aka, Good Housekeeping Deposit - see below).
8. Specific Health or Mobility Difficulties
The property details aim to give accurate descriptions of the properties. Should there be any specific health or mobility difficulties which may affect a party member; this must be pointed out at the initial reservation stage so that the suitability of the property can be assessed.
The Hirer is responsible for the return of all keys to the property. Vacation Rental Support LLP reserves the right to charge the Hirer for a replacement key plus a £12 handling fee in the event that keys are lost or not returned to the property. In the event that access must be gained to the Property due to loss of or misplacement of keys, or of the property’s Key Safe Code, we reserve the right to charge a fee commensurate with the costs incurred (this would be in addition to the cost of replacement keys if the originals cannot be found).
All damages and breakages are the legal responsibility of you, the Hirer, and should be reported immediately and before the end of your holiday . The reasonable costs of miscellaneous repairs and/or replacement and/or additional cleaning of furnishings, kitchen equipment, crockery, glass, keys, bedding and towels damaged or soiled otherwise than by usual wear and tear during the period of Hire by you or other members of your party shall be payable on demand to the Vacation Rental Support LLP who may, at the discretion of the Owner, refuse further bookings. Any Good Housekeeping/Security Deposits (see below) charged will be cashed on receipt to allow for bank clearance and reimbursed 7 days after the departure date of the rental stay (less any deductions which may be incurred). The Owner/Vacation Rental Support LLP has the right to enter the property (without prior notice if this is not practical or possible) if special circumstances or emergencies arise (for example if repairs need to be carried out). The Owner and Vacation Rental Support LLP reserve the right to request you and your party to vacate the property permanently so that they may repossess the Holiday Home at any time where you, or any member of your party, has caused damage. Both the Owner and Vacation Rental Support LLP shall not be liable to make a refund of any remaining portion of the hire terms paid.
Upon arrival, if you become aware of any pre-existing damage to the property or its inventory, please report it as soon as possible to the Vacation Rental Support LLP team to avoid incurring deductions from your own security deposit.
All properties are non-smoking inside the accommodation unless explicitly stated. If smoking is detected inside a an accommodation following your stay the full Good Housekeeping Deposit will be withheld.
12. Damage Deposit or Good Housekeeping Deposit (GHD)
It is a requirement when booking a Holiday Home to pay a Damage Deposit (also known as a Good Housekeeping Deposit - GHD). The Damage Deposit is a bond which represents your agreement to leave the Vacation Rental Property and its contents as you found them. The Owner may claim for any loss or damage up to the amount of the Damage Deposit. If the costs exceed the provided Damage Deposit you will need to pay such excess to Vacation Rental Support LLP within 14 days of being notified. Provided the property is left as found at the end of the rental, no claim will be made.
The deposit will be held by Vacation Rental Support LLP. Owners may claim for the reasonable costs of miscellaneous repairs and/or replacement and/or additional cleaning of the property, furnishings, kitchen equipment, crockery, glass, keys, bedding and towels damaged or soiled otherwise than by usual wear and tear during the period of Hire by you or other members of your party.
Provided the property is left as found at the end of the rental, no claim will be made against the Damage Deposit and the Damage Deposit will be returned to you via Bank Transfer within 14 days.
If there is a claim for loss, damage or additional cleaning within the 7 days following your departure, Vacation Rental Support LLP will deduct the required amount from your Damage Deposit and inform you of this. In the event of a claim, the Owner is required to provide you with a breakdown of the claim along with photographic evidence. These services are normally carried out on behalf of the Owner by Vacation Rental Support LLP.
Payment and Return of Damage Deposit
Payment of Damage Deposit: The Damage Deposit must be paid by bank transfer at least 6 weeks prior to the date of your stay at the Vacation Rental Property. The deposit will be held by Vacation Rental Support LLP. Admittance to the property will be refused if the Damage Deposit has not been received.
Return of the Damage Deposit: Provided the property is left as found at the end of the rental, no claim will be made. The balance of the Damage Deposit will be returned to you in full by bank transfer within 14 days of the departure date assuming that no claim is made.
13. Eligibility Limitations
Vacation Rental Support LLP is not required to accept booking for any properties from groups of single persons who are all under the age of 25 or all male or female groups comprising more than 4 people nor are Owners required to honour such bookings. Approval for such a booking may be applied for by emailing Vacation Rental Support LLP at, email@example.com. Approval for such a booking may be refused with no explanation given. Permission is at the sole discretion of the Owner and/or Vacation Rental Support LLP. Both the Owner and Vacation Rental Support LLP will be entitled to request Guests to immediately vacate the accommodation if the occupants are all under the age of 25 or are a female or male group exceeding 4 in number. The Hirer will not be entitled to any refund of any of the rental charges in these circumstances.
For some properties and/or some letting instances, a team member from Vacation Rental Support LLP or the Owner may need to great you prior to the handing over to you of the keys for the accommodation. If this is the case, then details will be sent to you via email during the booking/enquiry stage.
For some properties and/or some letting instances, a higher than usual Damage Deposit may be required and/or additional proof of ID and/or proof of the number of people staying at the property. There will be an enhanced Damage Deposit for certain types of booking: weddings, stag/hen parties, film shoots etc.
14. Reservations, Confirmations and Charges
Reservations are deemed to be confirmed when details have been checked and approved by the Vacation Rental Support LLP. In order to secure a reservation, you need to pay a deposit payment of 30% of the total rental or the amount stated on the website. A credit / debit card or bank transfer payment secures a reservation. Upon receipt of your deposit, booking fee if applicable and other relevant charges, Vacation Rental Support LLP will confirm your reservation by email or via the booking platform system through which you made the reservation. If full payment of the rental charges has not been made at the time of reservation, then you are then responsible for the balance of the rental, which is due no later than 90 days prior to your arrival. If the dates of your vacation stay are within the 90-day period, you are required to pay the full rental immediately at the time of reservation. There is a 48-hour cooling off period from the time of booking during which you may receive a full refund less a 1% administration fee.
15.1 Booking Cancellation or Adjustment by Us
Vacation Rental Support LLP hopes that it does not have to either cancel or adjust your reservation in any way (other than your or a member of your party's breaking of conditions in this Policy): however, as unforeseen problems do occur, we would contact you immediately to discuss any such cancellation or adjustment. If the circumstances affect your desired property, we will endeavour to find you alternative and similar accommodation at a similar rental. If the alternative is unacceptable to you, or the rental more than you wish to pay, the Owner will refund all of your rental payment if the rental was booked via a website owned and operated by Vacation Rental Support LLP. If the rental was booked via an OTA such as Airbnb then the refund would be carried out according to the policies of the OTA. Except where otherwise expressly stated the Owner and Vacation Rental Support LLP shall not be liable for changes beyond the Company’s control or beyond the control of the Owner.
15.2 Cancellation By You -
PLEASE MAKE SURE YOU ARE PROTECTED BY CANCELLATION INSURANCE
If you are forced to cancel your holiday you must inform Vacation Rental Support LLP as soon as possible after you are aware you need to cancel so that we can try to re-let the property and try to refund as much of your payment as possible. Please notify us of the cancellation by email at firstname.lastname@example.org. If you notify us of the cancellation by phone, we need you to also confirm the cancellation with us via email. Once you have made a booking online you are then liable for the booking. The day we receive your notice to cancel is the date on which we will cancel your booking with the Owner. It is assumed that you will have taken out cancellation insurance to cover this possible eventuality. Please note that if your cancellation takes place before the balance due date, the balance still remains payable by you. If you cancel your reservation and choose not to pay the balance by the due date and the Vacation Rental Support LLP subsequently re-lets your week the deposit is non-refundable. If you cancel, we then open the dates you had booked for re-booking. You will remain liable for full payment unless we are able to re-let all or part of the period booked, in which case you will be refunded accordingly, less the booking fee (if applicable), an administration charge of up to £50 and any costs that might be incurred if the replacement booking is made via an OTA (Online Travel Agent). If the property is not re-let we will issue the necessary paperwork to your insurance company so that they may reimburse you. If the booking has been made via an OTA, such as Airbnb, then the policies of the relevant OTA will need to be adhered to. We strongly advise that you ensure that your holiday insurance covers you for the above.
Vacation Rental Support LLP hopes that you will not have any cause for complaint but, in the event of a problem arising, in the first instance, contact the Owner of the property immediately so that any problem may be speedily resolved, as the Owner must be given the opportunity to rectify the problem. If this is not possible, please contact Us and we will attempt to contact the Owner on your behalf. If, after this, you feel that the problem was not resolved then you must, within 7 days of the end of your holiday, put your complaint in writing to the Vacation Rental Support LLP. All communications will be copied to the Owner for their comments and response. Please be aware that the VRS acts as a mediator in these situations to try to facilitate an outcome satisfactory to both parties and that your contract is with the Owner.
In signing the booking form you agree to indemnify Vacation Rental Support LLP against all loss and damage arising directly or indirectly to the property and its contents from any deliberate or negligent act or omission by yourself, or any other person or animal accompanying you or any member of your party.
The Owner of any property for which Vacation Rental Support LLP provides any services is insured against loss or injury through their negligence. In the absence of any negligence or other breach of duty by the Owner, the use by Tenants/Hirers of any property or its facilities is entirely at their own risk.
The contract between you and the Owner is subject to the exclusive jurisdiction of the Scottish Courts. These Guest Terms and Conditions herein were published on the 07 January 2019 and are valid until 06 January 2020, unless replaced earlier, and supersede all previously published Terms & Conditions on this website or any other website owned/operated by Vacation Rental Support LLP.
19. Changes to these Booking Conditions
19.1 We may make changes to these Booking Conditions at any time by sending you an email with the modified Booking Conditions or by posting a copy of them on the Site. Any changes will take effect 7 days after the date of our email or the date on which we post the modified terms on the Site, whichever is the earlier. If you continue to use the Site after that period has expired, it means that you accept any such changes. The modified Booking Conditions will not apply to any Bookings that we confirm with you before the date the modified Booking Conditions come into effect.
20. No amendment, variation or waiver
No representative, agent or sales person has the authority to vary, amend or waive any of these Booking Conditions. No amendment, variation or waiver of any of these Booking Conditions will be valid or have any effect unless accepted by us in writing.