Need to know information

Booking Terms

Booking and payment

Thank you for choosing to stay at Cheviot Holiday Cottages. The holiday price you pay is fully inclusive of vat and it also includes all costs associated with running the property, there are no hidden extras once you are here.

On acceptance of your booking we ask for a non returnable and non transferable deposit of £400 for Coach House and Dovecote, and £500 for The Retreat, Gate Lodge, Barley Mill, Bluebell Byre, Honeysuckle and Stables Cottage.

Upon receipt of the deposit written confirmation of your booking is sent to you. The outstanding balance is due 2 months in advance (3 months if booked from abroad). This can be paid either by bank transfer or online debit/credit card.

If the booking is made within two months of the arrival date (three months from abroad) then the full amount is due straightaway.

When you submit a booking via our online reservation system you will receive an automatically generated booking summary by email to the email address you provide in the booking form. This does not form the contract between us, a contract shall only arise when your booking is subsequently confirmed in writing via a letter of confirmation sent to you by post or email.

We are entitled to cancel a stay without refund where payment has not been received when due. We will send you more than one reminder and do our best to contact you by telephone and email before any such cancellation. If we cancel in such circumstances, we will attempt to re let the Cottage. If we are able to re let the Cottage you may be entitled to a refund or your liability to us may be reduced (in the same way as set out at ‘cancellation’ below).

To avoid misunderstandings with our guests, we would remind you that a reservation constitutes a legal contract and no refund can be made (unless an existing booking previously covered by Master Cancel below). Each property booking is a separate stand alone contract and non transferable. In the event of cancellation one cottage booking cannot be transferred or used to cover another booking in the same or any other cottage.

Cancellation

Cancellation due to Covid of any new booking placed from Friday 1st January 2021 onwards:
National Lockdown due to Covid
In the event of a national lockdown, where you are prohibited from travel, and we are prevented from opening, you will receive either alternative dates or a full refund of the monies paid.
This will be the full extent of the liability of the Owners. No additional compensation, expenses or costs will be payable.
Regional/Local Lockdown due to Covid
In the event that your address is put into Local/Regional Lockdown, prohibiting you from travelling you will receive either alternative dates or a full refund of the monies paid (the same applies if our address enters a local/regional lockdown preventing us from opening).
Please note that this applies only to the single address given by the Lead Booker at the time of booking and does not apply to party members at a different address unable to travel due to local lockdown.

The refund/dates guarantee covers lockdowns and Tier restrictions, but does NOT cover you (or members of your party) for being unable to travel because you (or a member of your party) fall ill with Covid, or are required to quarantine or self-isolate, or a track and trace alert. These events must be covered by you taking out travel insurance.

Any refund payment is made on the original check out date.
This will be the full extent of the liability of the Owners. No additional compensation, expenses or costs will be payable.

Cancellation by you of any new booking placed from Friday 1st January 2021 onwards:
If you need or wish to cancel your booking, please confirm in writing to us as soon as possible.
Notifying us that you wish to cancel does not entitle you to a refund or release you from your obligation to pay for your Cottage in full, so the balance remains due 2 months in advance (three from abroad). It is important that you notify us as soon as possible should you wish to cancel, as this will give us a chance to re-let the Cottage.

If we are able to re-let the Cottage for all or part of the period of your stay we will refund you from (or deduct from the outstanding amounts due from you) the final letting price that we receive for the new booking (which may be less than you have paid or agreed to pay) less an administration fee of £100 to cover our costs related to the cancellation and rebooking. If we are unable to re-let the Cottage for the dates of your stay you remain responsible for the full rental cost and there will be no refund or release from your obligation to pay for your Cottage under any circumstances.

Your inability (or the inability of any guest on your booking form) to travel to and stay at your Cottage for any reason (including but not limited to illness, requirement or recommendation to self-isolate or quarantine or shield, jury duty, change in personal or work circumstances and travel delays) remains at your risk and does not give rise to a right to cancel or to receive a refund.

If you do not already hold annual holiday insurance we strongly recommend you take out specific holiday insurance for your booking. Most people would never travel abroad without insurance – a UK or worldwide travel insurance policy is available at very affordable rates and gives you the peace of mind that your money is refunded should you need to cancel your holiday.

You may choose to contact for example (suggestions not recommendations) PJ Hayman Insurance direct on 02392 419843 https://www.pjhayman.com/ or Trailfinders Insurance 020 70846510 www.trailfinders.com

Please note Cheviot Holiday Cottages is not selling, promoting, endorsing or recommending any particular product, and does not benefit financially from, or have any formal relationship with any of these providers.

Cancellation by us of any new booking made from Friday 1st January 2021 onwards
If your accommodation is not available or we are prevented from providing your accommodation by a Force Majeure Event we will, at our sole discretion, offer you alternative dates, or a full or partial refund, or such other remedy as we consider appropriate and reasonable having regard to the situation.

This will be the full extent of the liability of the Owners. No additional compensation, expenses or costs will be payable.

For the purposes of this contract Force majeure Event means; acts of God, flood, drought, earthquake or other natural disaster; epidemic or pandemic; terrorist attack, civil war, civil commotion or riots, war, nuclear, chemical or biological contamination; any law or any action taken by a government or public authority, including without limitation imposing a restriction, prohibition, or failing to grant a necessary licence or consent; collapse of buildings, fire, explosion or accident; non-performance by suppliers or subcontractors; interruption or failure of utility service

Cancellation by you of any bookings made since Tuesday 9th June until Wednesday 3rd November 2020 for holidays starting 1st August 2020 onwards and therefore protected by Master Cancel t & c’s apply (this insurance is no longer available for new bookings).
Cancel your booking by email for any reason between 60 days before and up to 48 hours before your earliest check-in time/date and be refunded 100% of what you paid. Any refund payment is made on the original check out date.

Exclusion: Any cancellation made outside the 58 day cancellation window which is between 60 days before and up to 48 hours before your earliest check-in time/date – no exception for refund/transfer will be made. To ensure you are covered for any losses excluded by Cheviot Holiday Master Cancel we strongly advise you take out a suitable holiday insurance. You may choose to contact PJ Hayman Insurance direct on 02392 419843 https://www.pjhayman.com/

Exclusion: Losses arising from acts of war and terrorism or nuclear reaction and radioactivity.

All existing bookings made prior to Tuesday 9th June 2020
A cancellation for existing bookings placed prior to Tuesday 9th June 2020 must be notified in writing. It is not our responsibility to refund if you choose not to take out holiday insurance – we are an accommodation provider not an insurance provider.

If you do not already hold annual holiday insurance we strongly recommend you take out specific holiday insurance for your booking. Most people would never travel abroad without insurance – a UK or worldwide travel insurance policy is available at very affordable rates and gives you the peace of mind that your money is refunded should you need to cancel your holiday.
You may choose to contact PJ Hayman Insurance direct on 02392 419843 https://www.pjhayman.com/

However in the event of cancellation we will attempt to relet on your behalf but if unsuccessful the full balance will remain due as above (two months in advance).

Care and Use of the cottage

Arrivals are between 4.00 – 5.30pm on the start day until 10.00am on the day of departure, except Gate Lodge and The Retreat where arrival can be from 2pm. It is also possible to arrange a later arrival in any cottage, but please let us know.

Only guests listed on the booking form may stay or use the properties/facilities at Cheviot Holiday Cottages. The total number of guests during the stay must not in any circumstances exceed the number of beds (ie. no changing over of guests to re-use beds) otherwise the conditions will have been breached. We reserve the right to refuse you entry to the property if you do exceed or intend to exceed the maximum capacity. We accept a baby(s)/small child(ren) under the age of two in a cot, otherwise children need to be listed as part of the cottage sleeping capacity on the booking form.

During the guest’s right to occupy the property, he/she shall not sub-let or otherwise part with possession of it.
The cottages are fully equipped including bed linen, tea towels and towels (bath sheets, hand towels, sauna/swimspa towels and kitchen towel) Bath robes are provided for all adults.

In certain cottages we can provide a child’s mattress together with linen and towels at an extra charge of £100 per stay.

We provide free of charge fold away travel cots, high chairs and stairgates for infants up to the age of two years. Please bring your own cot bed linen. Dovecote and Coach House due to their layout are only suitable for an immobile baby up to six months old. Gate Lodge and The Retreat are not suitable for an infant or child.

The use of accommodation and amenities is entirely at the user’s own risk and no responsibility can be accepted for injury or loss or damage to a user’s or visitor’s belongings.

All damages / breakages are the legal responsibility of the hirer and will be charged at replacement cost (that said we try to be fair and don’t charge for the odd cup, plate or saucer).

Our cleaning team are experienced and dedicated to their job however on departure, please leave the property ready for them neat and tidy with all bins emptied and all dishes washed and put away. Fortunately most guests do take a pride and look after our properties as if they were their own, however we do reserve the right to charge an additional cleaning fee in the unusual event of a cottage being left unsatisfactory (as a testament to our past guests in 20 years we have never needed to do so).

As a courtesy to all guests, smoking or vaping is not permitted within any of the properties.

To maintain our level of care and service there may odd occasion when we or our (accompanied) contractors need to access a property. We reserve the right to enter the property if needs be.

Gate Lodge & The Retreat

Gate Lodge and The Retreat because of the special facilities provided in them offer a unique intimate experience and are exclusively for the use of the two persons listed on the booking form and they are booked on the strict understanding that there are no extra visitors at all – alternatively please choose a different cottage from our selection.

To ensure our guests enjoy the Retreat swimspa and Gate Lodge hot tub and sauna we provide separate guidance notes and a one to one explanation for safe use. These facilities are regularly serviced and maintained to the best of our ability though no part or whole refund can be made in the unlikely event of a mechanical or other problem outside of our control which renders the installations unusable for all or part of the stay.

Superfast Broadband now installed

Fast fibre wi-fi is hard wired to each cottage and provided on a complimentary basis for guests’ reasonable and lawful use. Whilst we will endeavour to ensure the service is available, we will not be liable if for any reason the service is not available at any time or for any period.

Other

Full central heating (night store heaters in The Coach House) is included together with domestic hot water, electricity and logs. Like all other houses in Ingram, the properties are served by a spring water supply and we also have a bore hole – both professionally filtered and regularly tested so the water you use is pure.

Mobile phone reception is generally good in our village for Vodaphone as a new mast was installed in the valley. Reception can be less effective for other networks. Therefore we provide direct dial in phone facility to each property. The phone number is 01665 578006 followed by the extension number of the property:- Coach House – 23 ; Dovecote – 30; Bluebell Byre – 24; Honeysuckle Cottage – 25; Stables Cottage – 29; Barley Mill – 26; Gate Lodge – 31; The Retreat – 22. The owners can always be contacted free of charge direct from the cottage phones during the guest’s stay for any urgent requests and the emergency number can be dialled direct from any cottage free of charge.

Description

We take every care to ensure the accuracy of the property descriptions and cannot be held responsible for changes beyond our control.

Complaints Policy

At Cheviot Holiday Cottages we are a small family business who value and depend on our established good reputation and do everything we can to ensure our guests are satisfied and enjoy their holiday experience, from the initial enquiry and booking stage through to arrival, stay and departure.

Should you have any complaint about your experience of the booking process please raise this directly with us straightaway by phone or email.

Should you have any complaint relating to the property or stay this must be raised with either Graham, Trysha or our housekeeper Sue at the time while you are staying here – we are always contactable and very accessible. Either call on the internal phone which is free, speak to us in person or email us.

We will always endeavour to try and resolve any issue or source of dissatisfaction raised and in doing so provide a clear and transparent explanation of the steps and measures taken to achieve this.

Data

Data gathered during your booking process will be held securely on computer.

Mailing List

Information you supply will be retained on our mailing list in order to send you new information and offers about the cottages. If you wish you can unsubscribe at any time. Your information will not be shared with any third party other than Premier Cottages who send an annual brochure and occasional mailout.

Pets

No pets are permitted in the cottages or grounds with the exception of designated cottages and their adjacent gardens including Barley Mill, Bluebell Byre, Honeysuckle Cottage and Stables Cottage where a well behaved, correctly managed dog(s) is permitted and pre agreed at point of booking and subject to dog owner’s conditions shown in full below and also on our web site.

Due to our wonderful setting here in the Northumberland National Park we are pleased to welcome well behaved, sociable and correctly managed dog(s) over one year old in Bluebell Byre, Stables Cottage, Honeysuckle and Barley Mill. Dogs and their owners can enjoy a great holiday in this area, many walks leading direct from the cottages and there are miles of splendid dog friendly local beaches within 30 minutes drive.

As animal owners and dog lovers ourselves we do understand and are as flexible as possible with a dog on holiday here, although there do need to be certain parameters for everyone’s benefit – after all luxury wouldn’t stay luxury for long if there weren’t at least some house rules for pets:

  • Any dog needs to be booked in at the time of making the booking.
  • Please advise age, breed and number on the booking form.
  • We’re under no obligation to accept a booking until agreeing to age/breed/number of dog(s).
  • We welcome gentle obedient dogs over one year old.
  • Maximum of two dogs per cottage please phone/email to discuss if more.
  • We do make a small charge of £40 per dog per stay.
  • No refunds are made if for any reason you do not bring your dog(s).
  • Dogs cannot be left alone in the cottage (in line with other quality cottages).
  • They must be house trained and kept off soft furnishings and out of the bedrooms.
  • There are many footpaths and bridleways straight out from our cottages – please exercise your dog away from the grounds and keep on a lead in the courtyard parking area.
  • As we have white doves and endangered red squirrels on the Rectory main lawns and grounds – please walk your dogs straight out from the cottage and not through the Rectory grounds.
  • We provide a bottom stair gate / hall gate to help dogs settle on their holiday – as they are not allowed upstairs nor in any bedrooms, bathrooms / shower-rooms or on furniture.
  • These cottages have split stable doors to help you between kitchen/lounge and/or outside.
  • Two hose pipes are available if you want to wash your dog’s legs after a walk. One by the stable block at front gate and the other on the front wall of Bluebell Byre in the courtyard.
  • Our own dogs like the external hand held hot shower located at the stable block beside the main drive gate – you are welcome to use it just ask for assistance the first time.
  • No dogs (except Guide Dogs) allowed in Guest Information Lounge.

Suggested pubs/visitor attractions where your dog will be made welcome:

  • Valley Cafe in our village Ingram
  • The Tankerville Arms at Eglingham in the pub and garden
  • The Ship Inn at Low Newton-by-the-Sea (fabulous crab sandwiches!)
  • Jolly Fisherman at Craster (bar)
  • Crown and Anchor on Holy Island
  • Warkworth Castle and Hermitage and Dunstanburgh Castle
  • Berwick Ramparts
  • Lindisfarne Priory and Holy Island beaches
  • Joiners Inn at Newton-by-the-Sea
  • Victoria Hotel Bar at Bamburgh
  • Bamburgh Castle Inn (bar) at Seahouses
  • Belsay Hall Castle and gardens and Cragside at Rothbury (grounds)
  • Bailiffgate Museum and also Barter Books (England’s largest 2nd hand bookshop) in Alnwick
  • Ford and Etal Estates
  • Kielder Lakeside Way and the Boat Inn
  • Chester, Housesteads Forts and Corbridge Roman Town
  • Brinkburn Priory
  • Heighley Gate a Wyevale Garden Centre.