Terms & Conditions

Full Terms and Conditions

The expression ‘the owner’ shall mean the person or persons who have appointed and authorised Lains Lettings to act as his/her/their agents.

The expression ‘guest’ shall mean the person who signed the booking form and their party included on the booking form.

Please contact the office for availability and booking.

The contract shall be between the guest and the owner or property manager of the property for which the booking is made and subject to the following terms and conditions. Lains Lettings are agents and principals acting for the owners.

We regularly check all properties, however all information, including the property details whether in writing or verbally are given in good faith and Lains Lettings uses its best endeavours to ensure accuracy – therefore we do not hold ourselves responsible for any loss, damage or injury sustained by guests during their stay.

YOU SHOULD ALWAYS HAVE YOUR OWN HOLIDAY INSURANCE.

A % deposit of the total cost of the rental is required with the booking form with the balance being due no later than 4 weeks prior to arrival. If a booking form is submitted 4 weeks or less from the start of the period of stay then the full balance of rent must be paid.

Key collection details will be provided no earlier than 48 hours before the start of the stay and usually on the day of arrival.

Cancellations may be subject to an administration fee plus and terms & conditions associated with the booking rate.

The booking is made on the understanding that the property is available on the dates stated. If for any reason beyond the control of Lains Lettings the property is not available on the date booked, Lains Lettings will use its best endeavours to provide alternative accommodation to the guest and their party but cannot guarantee that such will be provided, if such cannot be found or is not suitable then all monies paid by the guest shall be returned in full. Lains Lettings shall not be liable for any loss, expense or inconvenience or otherwise resulting in such unavailability or unsuitability and the guest shall have no claim against them.

The period of hire shall be from 2pm on the day of arrival and the property must be vacated by 11am on the day of departure.

The property may not be occupied by more than the maximum number of guests stated in the property description, unless agreed at the time of reservation. The guest shall not sub-let any part of the property. Only those named on the booking form may stay in the property.

Guests are asked to maintain the property and its contents in a clean and tidy condition, failure to do so will result in an extra cleaning charge being levied. The guest shall be liable to the owner for any loss, costs, expenses or claims arising from any damage caused to the property and/or its contents by the deliberate or negligent act or omission of themselves or any person in his/her party.

Strictly no pets or smoking allowed in the property. If guests smoke in the property a £150 fine will be charged and, if we subsequently lose business, we reserve the right to recover our losses directly from the guest.

Smoking is prohibited in all rooms and public spaces in the property. Smoking is allowed in outdoor areas. Please show due consideration for other residents within the development.

The guest shall allow the owner, or its agents or employees entry to the premises for all reasonable purposes.

Guests are asked to keep the noise to a reasonable level, particularly between the hours of 10pm and 9am.

Where a parking permit is provided it must be displayed prominently in the vehicle and must be left behind on day of departure. Failure to do so will incur a £50 charge

All keys must be left as per the check out instructions, failure to do so will incur a £25 charge for replacement.

If for any reason the guest is not satisfied with the accommodation, the office must be notified immediately. Lains Lettings does not accept any responsibility if the guest is not satisfied with the accommodation offered it may, at its sole discretion, take up the matter with the owner. Under no circumstances will Lains Lettings liability exceed the rental paid for the property.

Lains Lettings properties are supplied inclusive of the price with Television & WiFi

Additional TV Packages may be added by request, but terms and conditions of the TV company must be complied with.

Liability

The Guest is liable to Lains Lettings for damages and losses caused by them, their guests or visitors, without Lains Lettings having to prove the fault. Items, including personal property, brought by the guest, their guests or visitors to the property are there at the Customer's risk.

Lains Lettings accepts no liability for loss, damage, destruction, or indeed for financial losses, except in cases of gross negligence or intent on the part of Lains Lettings.

Lains Lettings does not accept any liability for theft or damage caused to materials brought in by the guest, their agents, visitors or third parties.

The Customer is liable for any loss or damage caused by its guests, employees or participants, and for any loss or damage caused by the Customer.

Lains Lettings may ask the Customer to provide proof of appropriate liability insurance.

Lains Lettings accepts no liability for valuables, cash, clothes, musical instruments, etc. that are brought into the Property.

If a guest is provided with a parking space, this does not constitute a safekeeping agreement. Lains Lettings or the Property Factor is under no obligation to provide surveillance.

Bringing and installing decorative materials or other items that could damage the walls or other equipment, or compromise the appearance of the Property, requires written consent from the Lains Lettings. The Customer is responsible for ensuring that the decorative material conforms with fire regulations; Lains Lettings reserves the right to request appropriate official proof of this.

Any exhibits or other items brought into the property are to be removed without delay and at the Customer's own expense once the event has finished.

Lost property

Lost property will be forwarded only at the request, risk and expense of the guest. Otherwise, the items will be stored for one month before being disposed of. Lains Lettings accepts no liability for loss or damage or late delivery caused by forwarding an item via the postal service.

We collect personal information directly from you, about you from other persons/ entities/ online channels, and automatically as you use our website or mobile application. We collect and use information about you if you (or someone on your behalf) makes a reservation to stay with Lains Lettings, or interact with us through our website or mobile app. You do not have to provide us with your personal information in order to use our website or mobile app; in some cases, however, we may not be able to provide services to you without your personal information (for example, we would not be able to complete a requested booking). To learn more about how we collect, use and disclose your information, and how you can opt out, please contact us.

Information we collect:

Directly From You: We collect information from you when you make a booking through our reservation system or stay at a Lains Lettings property. Information collected during the course of the reservation and during your stay may include:

Your name, email address, home and business address, phone number, nationality and payment card information; for some reservations we may also collect national ID/passport information where this is required to comply with applicable local laws.
Information such as stay preferences made during the course of your reservation and specific requests to us.

If you provide personal information to us about other persons when making a booking or during your stay, for example, family members or colleagues, we ask you to make sure they are happy for their personal information to be disclosed with us and to direct them to read this Privacy Statement if they want to find out more about how we use their information.

We receive information about your bookings and stays booking channels including for those you booked directly with our website. The information we receive includes names of those included on the booking, dates of your stay, number of adults and children staying, rate detail, room type, board type/meal plans and purchases made during your stay.

From Other Sources: We may obtain information about you from social media pages; for example, if you make a comment on Lains Lettings social media page or if you comment about Lains Lettings on a public social media feed. We use this information to improve our services to you and to other customers.

Automatically: We collect information about you automatically as you use our website, mobile app, our social media sites, interact with our other digital channels, and, in some instances, when we correspond with you through email. In these instances, information such as your country information, internet protocol (“IP”) address, device ID, medial access control address, your interactions with these channels, and other characteristics about your system or device may be automatically collected. This information is collected for functional purposes as well as to improve your experience when using these services. This information may also be used for fraud prevention, aggregated trend and statistical analysis, and for showing you more relevant advertisements and messages.

How we use information

We use your information from you primarily to fulfil your reservation. This may include communicating with you (e.g., sending a confirmation email) in advance of your stay. Following your stay, we may also send you post-stay communications and satisfaction surveys to get feedback on your experience.

In some instances, and where we have your consent or where permitted under applicable law, we may send you marketing communications (which may include text messages or calls placed using autodialer technology) for products and services that we believe would be relevant for you. We also may use information related to your stay to display targeted advertisements on our websites, mobile apps, our other digital channels or on non-affiliated websites or mobile apps, or to send you more relevant messaging.

Additionally, we aggregate your information with other guest information to complete trend and statistical analysis, which we use to evaluate and improve our products and services, plan new hotel locations and services, and for other market research.

We will indicate whether the requested information is mandatory; the failure to provide such information may impact our ability to and/or prevent us from providing certain services to you.

Who we disclose your information with

We disclose your reservation information as follows:

Properties: We disclose reservation information with the property you are staying at to fulfil your reservation. Please note that we do not disclose all of your information with the property location; for example, we disclose your reservation details (such as dates of stay, where this is required by the owner).
Service Providers: We will disclose your information with service providers to provide services in relation to our business as well as to help us improve our products and services. For example, we might use a service provider or a service provider’s product for the purposes of market research and data analytics, or disclose data with online partners we work with, so we, or our online partners on our behalf, can communicate with you and serve advertisements through their platforms or on other websites or platforms. In certain instances, subject to local consent requirements, our service providers may also assist us with various marketing campaigns. These companies are authorized to use your personal information only as necessary to provide these services to us.

Partners: Where permitted by applicable law, or where we have your consent, we may also disclose your information with other parties, to extend special offers about their own products and services to you. To offer you a more seamless travel experience, we have partnered with other companies that may be involved in your travel plans (e.g., ground transportation companies) through a common service provider and may, where permitted by law, disclose certain information about your upcoming travel. We use this information to try to customise our products and services to you (e.g., late/early check-in) or for you to receive offers related to your travel from other companies.
We also disclose your stay information with other entities, which may include law enforcement, professional advisors, and other persons, in circumstances such as:
- when we believe in good faith that the disclosure is required by law or to protect the safety of hotel guests, employees, the public or IHG property;
- when disclosure is required to comply with a judicial proceeding, court order, subpoena, warrant or legal process; or
- in the event of a merger, asset sale, or other related transaction.

How we secure your information

We are committed to protecting the confidentiality and security of the information that you provide to us. To do this, technical, physical and organisational security measures are put in place to protect against any unauthorised access, disclosure, damage or loss of your information. The collection, transmission and storage of information can never be guaranteed to be completely secure, however, we take steps to ensure that appropriate security safeguards are in place to protect your information.

Managing your preferences and information

We want to ensure that you have the necessary tools at your disposal to control the information that you provide to us, including how we communicate with you. It is also important that you contact us to update your information if any of it is inaccurate or changes. Please contact us to learn more about how to control how we communicate with you and how to update, modify and delete your information.

Retaining your information in our systems

We generally only keep your information for as long as is reasonably required for the purposes explained in this privacy policy. In some cases we keep transactional records (which may include your information) for longer periods if necessary to meet legal, regulatory, tax or accounting needs. We will also retain information if we reasonably believe there is a prospect of litigation.

Children

Our websites are not intended for children and we do not intentionally solicit or collect personal information from individuals under the age of 18. If we are notified or otherwise discover that a minor’s personal information has been improperly collected, we will take all commercially reasonable steps to delete that information. In limited instances, we may have a campaign or program targeted toward children. In these instances, details on the information practices will be presented within the terms and conditions of the program or campaign.