The Agreement
The rental agreement is between the Guest and the property Owner. Vista Retreats Ltd (“the Agent”) acts solely as an agent on behalf of the Owner. The contract is deemed to be formed once the Guest has paid a deposit and the Agent has issued a booking confirmation on behalf of the Owner.
The person making the booking must be at least 18 years of age at the time of reservation.
Booking
The Guest who makes the booking accepts these Terms and Conditions on behalf of all members of their party and is responsible for ensuring that all members are aware of, and comply with, these Terms and Conditions.
The Owner or Agent reserves the right to decline any booking, or to refuse entry to the property, if these Terms and Conditions have not been complied with.
Payment
- For bookings made more than 6 weeks prior to arrival, a deposit of 50% of the total holiday cost is payable at the time of booking. The balance is due no later than 6 weeks before the arrival date.
- For bookings made within 6 weeks of arrival, the full cost is payable at the time of booking.
If the balance is not received by the due date, the Agent reserves the right to cancel the booking and retain the deposit. Email reminders are sent as a courtesy but cannot be guaranteed.
Cleaning
Guests are expected to leave the property in a clean and orderly condition. Properties should be left in a similar state to that in which they were found, save for reasonable cleaning. If additional cleaning is required, an extra charge may be applied.
Occupancy
The property may only be occupied by the Guest and members of their party as declared at the time of booking. Any changes to the number of occupants must be notified to the Agent before the rental commences.
The maximum occupancy stated in the property listing must not be exceeded without prior written consent from the Owner or Agent. Additional charges may apply.
Arrival and Departure
Unless otherwise stated, properties are available from 4:00 pm on the day of arrival and must be vacated by 10:00 am on the day of departure.
Cancellation by the Guest
Cancellation policies vary depending on the booking channel used.
If the property is successfully re-let, the Agent may, at its discretion, refund the amount paid, less an administration fee and any additional costs incurred. If re-let at a lower rate, the Guest will be refunded that lower amount.
Guests are strongly advised to obtain comprehensive holiday insurance (including cancellation cover) before travelling.
Pets
Pet policies vary between properties as not all properties accept pets. Guests should refer to the specific property listing. Where permitted:
- Only the number of pets declared at booking may be brought.
- A charge per pet will apply.
- Pets must not be left unattended, must be well-behaved, and are not allowed in bedrooms or on furniture and no dog under 18 months old is allowed to stay.
- Any damage or additional cleaning caused by pets will be charged to the Guest.
Properties described as “No Pets” cannot guarantee that pets have never been present. Gardens are not guaranteed to be secure.
Guest Responsibilities
- Children, pets, and any vulnerable adults remain the sole responsibility of the Guest at all times.
- Furniture and equipment should be returned to their original position before departure.
- No personal belongings should be left behind. If personal belongings are left behind, the Agent will assist with their return. A handling fee of £25 will be charged in addition to the cost of postage.
Damage, Loss, and Theft
Guests must promptly report any damage or loss (excluding fair wear and tear). Items must not be removed from the property. The Owner or Agent reserves the right to recover reasonable replacement or repair costs, which may be charged automatically to the payment method provided.
Nuisance
Guests must not cause disturbance or annoyance to neighbours or other occupants.
If, in the opinion of the Owner or Agent, behaviour is unreasonable, the contract may be terminated immediately. The Guest will be required to vacate the property and no refund will be given.
Guests are asked to keep noise to a minimum, particularly outdoors, and to respect quiet hours between 11:00 pm and 8:00 am.
Right of Entry
The Owner or Agent reserves the right to enter the property at reasonable times to carry out necessary repairs, inspections, or in cases of emergency. Where practical, notice will be given.
Wildlife
Many properties are located in rural areas. Guests should expect occasional encounters with wildlife, such as spiders, insects, birds, or small mammals. The presence of such wildlife is outside the Owner’s control and does not constitute grounds for complaint or compensation.
Complaints
Complaints must be raised immediately with Vista Retreats Customer Services during the rental period so that remedial action can be taken. No claims can be accepted retrospectively.
If a dispute cannot be resolved, legal proceedings must be raised in the County Court nearest the Owner’s address. Assistance provided by Vista Retreats is on a goodwill basis only, as the Agent.
Property Descriptions
All property details are provided in good faith but may change over time. Photographs and descriptions are for guidance only and cannot be guaranteed as fully accurate.
Liability
The Owner/Agent accepts no liability for:
- loss, damage, or injury arising from the property or its facilities;
- loss or damage to Guests’ personal belongings, vehicles, or pets;
- any costs beyond the amount paid for the holiday.
Cancellation by the Owner
In the unlikely event the property becomes unavailable (e.g. fire, flood), the Owner/Agent reserves the right to cancel the booking. A full refund will be issued, but no further liability will be accepted.
Smoking & Drug Use
Smoking or drug use is strictly prohibited inside all properties.
Electric Vehicle (EV) Charging
EV charging policies vary between properties. Guests should refer to the property listing. Where not permitted, unauthorised charging may incur a surcharge of £150. Information on nearby charging points is available on request.
Cleaning & Additional Charges
Guests must maintain reasonable cleanliness throughout their stay. Excessive cleaning required on departure will incur a charge.
Additional Guests
Overnight stays for additional guests are not permitted without prior approval.
Broken or Missing Items
Any breakages must be reported promptly. Failure to report damage or loss may result in additional charges.
Force Majeure
The Owner/Agent cannot be held responsible for loss or damage caused by events beyond their reasonable control, including (but not limited to) war, terrorism, industrial disputes, fire, extreme weather, epidemics, or government action.
Waiver
Failure by the Owner to enforce any provision of these Terms and Conditions shall not be deemed a waiver of such provision.
Jurisdiction
The Guest agrees that the contract is formed at the Owner’s premises and any legal proceedings will be conducted in the County Court nearest to the Owner’s address.
Company Information
Vista Retreats Ltd is registered in England & Wales. Company number: 14235905.
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