• Bookings

    A booking deposit is payable within 7 days of the provisional booking being taken. The booking is taken on a provisional basis until the deposit has been paid in full and funds cleared through the banking system (where appropriate). The booking then becomes confirmed. Until the booking is confirmed, it can be cancelled at any time without prior notice.

    The balance of the rental charge, along with the breakage deposit, is payable no less than 8 weeks prior to the start of the holiday. Failure to pay the deposit or balance in full by the due dates will constitute a cancellation of the holiday by the holidaymaker. Please be sure to note the due dates of these payments as reminders are not routinely issued.

    Bookings made less than 8 weeks prior to the arrival date must be paid in full at the time of booking.

    Cancellation by the Holidaymaker

    Cancellation of the booking by the holidaymaker should be emailed to Adele Poole at poolea@live.co.uk

    In the event of a cancellation, we will attempt to re-let the property and if successful, a discretionary payment may be made. However, we strongly recommend you take out holiday cancellation insurance.

    Cancellation by the Property Owner

    The property owner will endeavour to make sure the stated property is available for the dates contracted. In the unlikely event the property becomes not available and the property owner has to cancel the booking, the property owner will endeavour to find the holidaymaker suitable alternative accommodation. If suitable alternative accommodation cannot be found, the holidaymaker shall be entitled to a full refund. The property owner shall only be liable to return the monies received. No compensation or consequential losses shall be paid.

    Miscellaneous

    Whilst every care is taken to provide a true and accurate description of the property, over time, alterations are made and some things do change. The holidaymaker accepts that no refunds are available for such discrepancies.

    The property owner reserves the right to enter the property, at a reasonable time, in the event of an emergency or remedial repair work being required.

    The property owner is entitled to ask the holidaymaker to leave the property without any refund if, in the property owner’s opinion, the behaviour of the holidaymaker and/or his/her party is unacceptable.

    The property owner reserves the right to refuse entry to anyone, who in the property owner’s opinion is not suitable to or capable of taking charge of the property.

    The property owner reserves the right to ask the holidaymaker and their party to leave the property, without refund, should the behaviour of the holidaymaker and/or their party be considered by the property owner to be unreasonable.

    Number of Guests

    The maximum number of people entitled to stay in Clover Cottage/Exmoor View is 4 and the maximum number of people entitled to stay in Appledore Barn is 6. Furthermore, only those people named on the booking form are entitled to stay. If it is found that more people than agreed are using the property, this will be considered a breach of contract and the holidaymaker and his/her party will be asked to leave immediately without any refund. Sub letting or assignation of the let is prohibited.

    Pets

    Up to 2 dogs are welcome in each of the properties subject to the following terms and conditions.

    Outside of the property each dog should be on a lead at all times.

    Dogs are not to be brought into the areas where we have our own animals which include but are not limited to sheep, ducks, geese, pigs and our own dog.

    Inside the property dogs are not permitted on the lounge furniture or the beds.

    Dogs must not be left unattended in the property.

    Any doggy deposits must be cleared immediately and deposited in the bin in the carpark or at the end of the road.

    The property must be thoroughly cleaned of any pet hairs etc. as not all our guests will be dog lovers and some may be allergic.

    If any of these conditions are breached then this will be considered a breach of contract and the holidaymaker and his/her party will be asked to leave immediately without any refund.

    Arrival and Departure Time

    Every effort will be made to have the property available from 16:00 on the day of arrival. The property must be vacated by 10:00 on the day of departure. Late departure will result in an additional charge being made. Information about keys and how to collect them will be provided once full payment has been received.

    Liability

    The property owner takes no responsibility for the personal possessions of the holidaymaker or the holidaymaker’s party. Vehicles and possessions are left entirely at the risk of the holidaymaker.

    Children must be supervised at all times.

    Cleaning

    We would like to think the holidaymaker and party would treat the property as they would their own home and at the end of the holiday the property is left in a clean and tidy condition. The property owner retains the right to make an additional charge for cleaning should the property not be left in a similar condition to the way it was found at the start of the holiday.

    Breakages

    The holidaymaker should make every effort to keep the property, fixtures and fittings and all contents in the same state of repair and condition as at the start of the holiday. Any accidental damage or breakages should be reported to the property owner (or their representative) prior to departure. The property owner retains the right to make an additional charge for damage and breakages although it should be noted that minor breakages and reasonable wear and tear (in the opinion of the property owner) will not be charged for.

    Complaints

    Every endeavour is made to ensure your stay with us is memorable for all the right reasons. However, we do recognise that from to time things do go wrong. In these circumstances, it is the responsibility of the holidaymaker to make any such problem known to the property owner (or their representative) immediately as it becomes apparent, thereby giving the property owner the opportunity to correct the situation. Unless this procedure is followed, no subsequent claim will be entertained.

    The property owner will make every endeavour to rectify any identified problems as soon as is reasonably possible.

    Email Marketing

    As part of our booking process, you will receive email communications from us regarding offers and discounted booking opportunities. If you no longer wish to receive these emails please unsubscribe from the email or contact us directly. For details of how we handle your data please refer to our Privacy Policy.

    Return of Breakage Deposit

    Your breakage deposit, minus any deductions, will be returned to you within 2 weeks of the departure.

  • East Trayne Holiday Cottages Privacy Policy

    The Data We Collect From You

    We collect personal data when you:

    • Book a holiday with us.

    • Contact us through our web site.

    • Contact us by phone, email, live chat, social media, or other channels.

    • Enter competitions or respond to surveys.

    We may collect:

    • Your name, address, email, phone number, title, and country of residence.

    • Details of other people in your travel party. If you’re the lead booker, please make sure they know you’ve shared their information with us and that it’s covered by this privacy notice.

    • Social media identifiers if you interact with us online.

    • Marketing preferences, cookie consents, and how you use our website or app.

    If you book through a third-party site (like Airbnb or Booking.com), we receive your data from them. What we receive depends on their privacy policy.

    If you provide information about children, you’e responsible for getting the right consent from them or their parent/guardian.

    Special Category Data

    In the course of providing our services, we may occasionally collect special category data, such as information about your or a member of your travel party’s health. This may include details you provide to us about accessibility requirements for accommodation or health-related reasons for cancelling a booking. We will only collect and use this information:

    • With your explicit consent, or

    • Where there is a legal basis to do so, such as protecting vital interests or complying with public health obligations.

    We treat all such data with the highest level of confidentiality and only use it for the purpose for which it was provided.

    Who We Share Your Data With

    The data that we collect is used primarily by us to fulfil your booking or respond to your contact with us.

    IT service providers

    Our technology is often hosted in the cloud, and we use a number of service providers such as our cloud hosting providers, CRM provider, security software providers to support our websites and other technology stacks.

    Professional Advisors

    We use external auditors, legal advisors, insurers and banks among others who will sometimes receive your personal information.

    Public Authorities

    This may include law enforcement bodies, the courts, regulators, government and local government bodies and agencies, HMRC and other public bodies.

    Payment Services Providers

    We use specialist companies to process payment card details.

    Marketing Partners

    We use many service providers to assist in our marketing efforts.

    Insurance Providers and Compliance Partners

    Where necessary for the purposes of your or our insurance needs we will disclose your details to insurers, brokers and partners and may need to disclose it to our compliance partner or any organisation (such as the FOS or the FCA) that you may later complain to.

    Third Party Booking Platforms

    These include but are not limited to AirBnB, Vrbo, Booking.com, TripAdvisor, Expedia and similar companies. They may pass the information on to other advertising partners.

    Purchasers or Potential Purchasers of our Business

    Third parties whom we may choose to sell, transfer, or merge parts of our business or our assets. If a change of ownership happens to our business, then the new owners may use your personal data in the same way as set out in this Privacy Policy.

    How Long We Keep Your Data

    We keep most customer data for seven years after the end of the financial year in which your last booking took place. This is to meet our legal, accounting, and insurance obligations, and to help us respond to any queries or complaints.

    In some cases, we may keep data for longer if required by law or if there is an ongoing dispute or debt.

    Right To Access 

    You can ask to see the personal data we hold about you.

    Right To Rectification

    You can ask us to correct inaccurate or incomplete personal data.

    Right To Erasure

    You can ask us to delete your personal data when it’s no longer needed or if you withdraw your consent.

    Right To Restrict Processing

    You can ask us to limit how we use your data in certain circumstances.

    Right To Data Portability

    You can ask to receive your data in a format you can use elsewhere or have it sent to another organisation.

    Right To Object

    You can object to how we use your data, especially for marketing or profiling.

    Right To Withdraw Consent

    Where we rely on your consent, you can withdraw it at any time.

    You also have the right to complain to us

    if you’re unhappy with how we’ve handled your personal data. We’ll do our best to resolve your concerns quickly and fairly.

    Exercising Your Rights

    You can email poolea@live.co.uk 

    Please note that not all rights apply in every situation. Whether a right applies may depend on the lawful basis we’re using to process your data. For example, some rights may not apply where processing is based on a legal obligation or where data is needed to fulfil a contract.

    Making A Complaint

    You always have the right to complain to the regulator and for customers in the UK this would be the Information Commissioner’s Office whose details can be found at www.ico.org.uk or if you are in the EU you can complain to the Irish Data Protection Commission whose details can be found at www.dataprotection.ie

    Both organisations will expect you to have complained to us first and to have given us an opportunity to respond and will generally refer you back to us if you have not.

    We would also really appreciate the opportunity to try and resolve your complaint first because we would prefer to resolve matters amicably where we can.