Reservations for accommodation by Guests (the Guest) are accepted by Serenity Stays Ltd (the Agent) on behalf of property Owners (the Owner).

CORONAVIRUS NOTICE: For all bookings made from 15th June 2020 we will offer a full refund or postponement if government regulations prevent the Agency/Owner from offering the holiday. If a guest is unable to travel because they have contracted and been diagnosed with the virus, the guest will be offered a full refund. Please note that appropriate supporting documentation or an official letter from a medical professional must be provided.
Should a Guest choose not to take their holiday for fear of contracting Coronavirus, but no travel restrictions are in place, neither the Owners nor the Agent are under any obligation to refund any of the monies in connection with the booking.
Serenity Stays Ltd reserve the right to adapt and make amendments to the above cancellation policy in accordance with any further government advisories or restrictions.

The Agreement: The rental agreement is between the Guest and the Owner. Serenity Stays Ltd acts only as an Agent for the Owner. The contract is deemed to have been made once the Guest has paid a deposit and the Agent has sent a confirmation of booking, on behalf of the Owner. The Guest must be over 18 years of age at the time of the booking being made.

Booking: The Guest who makes the booking is deemed to have agreed to these Terms and Conditions will be responsible for all persons included in the booking and should ensure that they are all aware of these Terms & Conditions. The Owner or the Agent reserves the right to decline any booking or refuse to hand over a key to any person who has not complied with these Terms & Conditions.

Payment: For bookings made more than 6 weeks before your arrival date, a deposit (part payment) of 50% of the total cost of the holiday is required. The remaining balance is due 6 weeks before the holiday commences. For bookings made less than 6 weeks before arrival, full payment of the holiday is required.

The Guest agrees to pay the balance of the payment 6 weeks before the holiday is due to start. Email reminders are sent, but delivery cannot be guaranteed. Where a Guest fails to pay their balance by the due date the booking may be cancelled, and the deposit will be retained.

Cleaning: The Guest is responsible and expected to leave the property in a similar state to which they find it (reasonable cleaning accepted); otherwise, a cleaning charge will be charged. These terms are to be abided to ensure the standard is kept and service provided for all Guests.

Party Size: The Owner permits the Guest and members of the Guest’s party (but no one else) to occupy the property for holiday purposes only. The Guest must declare the correct number of additional Guests during booking and, if this changes, must inform the Agent before the rental commences of any change. No more than the maximum number of persons stated on the website property description may occupy a property unless by prior written agreement with the Agent or Owner. Extra charges may be applicable if the number of Guests differs from the number on the booking reservation.

Arrival/Departure: The properties (unless otherwise stated in the property details) are available for occupation from 4.00pm on arrival day of the holiday and must be vacated by 10.00 am on the departure day.
Cancellation or Changes by the Guest: Once the holiday is booked the Guest has entered a legally binding contract. If the Guest cancels, for whatever reason (including medical and weather related) then no refund of the deposit will be due, and within 6 weeks of the holiday no refund of the full balance is due. Cancellations can be actioned by contacting Serenity Stays Ltd.It is recommended and expected that the Guest will have or will take out a holiday insurance policy (which includes cancellation insurance covering sickness and unavoidable reasons for cancellation) prior to their stay.

Pets:  The Guest may only bring such pets as are booked at the time of booking. A charge will be made per pet. Not all properties accept pets; if the property details on the website stipulate no pets, then this is binding within these Terms & Conditions. Pets must be well-behaved and should not be left unattended in the property. They are not permitted in the bedrooms or on any furniture in the property. If damage or extra cleaning is caused by pets the Guest will be billed for that charge. ‘No Pets’ in a description may not guarantee that pets have never occupied the property. No garden is guaranteed as secure for dogs even if described as private or enclosed.

Guest Responsibility:  The supervision of children, babies, dogs, and any adults requiring care always remains the responsibility of the Guest.
Guests should put all furniture and property items back to where it was at the beginning of the rental period.
Guests should not leave any items at the property and, if left, the Owner/Agent has the right to charge for the removal, return or disposal of those items.
Damage, Loss, Theft:  Guests agree to inform the Agents of any damage or loss however caused, excluding reasonable wear and tear incurred during occupation. Guests should not remove any item from the property. The Owner may ask for reasonable replacement costs. In the instance of damage, the Agency reserves the right to reimburse the Owner automatically via the payment method provided at booking.

Nuisance:  Guests should not cause nuisance or annoyance to occupants of any nearby property.
If, in the opinion of the Agent/Owner, any person is not suitable to continue their occupation of the property because of unreasonable behaviour, damage or nuisance to other parties, the contract may be treated by the Agent/Owner as discharged and the Agent/Owner may repossess the property immediately. The Guest will remain liable for the whole cost of rental and no refund shall be due.

Access:  Guests must allow reasonable access to the property by the Agent/Owner for maintenance given reasonable notice.
Maintenance and Breakdowns: Rental properties are likely to experience maintenance issues and equipment breakdowns during a Guest stay. In such event, we will endeavor to instruct a tradesman and source required parts at our earliest availability, this does depend on the capacity and capability of the profession or trade carrying out this work and the expected delivery duration of any such parts. The Guest is to make the property available to have such issues resolved.

Wildlife:  Many properties are situated in beautiful rural locations. Please therefore expect to meet some wildlife, including the odd spider, mouse, bird, fly, bee, wasp, or other creature, which may make their way into a property unbeknown to the Owner. Spiders are not considered to be a pest and consume up to 2000 other insects per year. If this is likely to be a problem, it would be best not to book. (If any of these creatures are encountered, do not panic, but contact the Owner in a calm and reasonable way – but only if the creatures become a serious menace. Otherwise, just open a window or a door and let them out, as this is usually what they prefer.) Owners reserve the right to take no action if they do not consider the existence of the wildlife to be a serious threat to health.

Complaints Procedure:  If a Guest has a complaint, it should be submitted to the Owner or their Housekeeper (who is responsible for the management and maintenance of the property) at the earliest opportunity. If the Owner does not resolve the complaint, it may be forwarded to the Agent who will attempt to resolve it. Any complaints cannot be accepted unless notified immediately and during the rental period as Owners should be given an opportunity to make good the reason for the complaint.

If a complaint cannot be resolved and Guest wishes to take the matter to Court this should be done at the Court nearest to the Owners address. Any assistance provided by Serenity Stays Ltd in resolving a complaint in relation to your booking is provided on a goodwill basis and as an Agent.

Property descriptions and all details both written and verbal are given in good faith and believed to be correct, but interpretation thereof can be subjective and as such their accuracy cannot be guaranteed. Property details may vary over time from photographs and descriptions on the websites.

Liability: The Agent/Owner cannot accept responsibility for any material loss, damage, additional expense, or inconvenience directly or indirectly caused by or arising out of the property, its plumbing, gas, electrical services, or exceptional weather.

No responsibility is accepted for loss or damage of property (including pets), vehicles or vehicle contents belonging to the Guest or any member of the Guest’s party during their occupancy.

The maximum liability accepted by the Agent/Owner will be the total cost of the holiday as paid by the Guest to the Agent. No other expenses such as travelling costs or alternative accommodation will be accepted.

Cancellation by Owners: The Agent/Owner reserves the right to refuse any booking and to cancel any bookings already made if the property is unavailable (e.g., through fire, flood, etc.) for any reason whatsoever, subject to a full refund of all monies paid (but no further liability). Neither the Agent nor the Owner shall be under any other liability if such cancellation occurs. Note: in the unlikely event of a cancellation the Agent will make every possible effort to secure alternative accommodation if required.

No Smoking:  Serenity Stays Ltd has a No Smoking policy within all their properties.

Force Majeure: The Agent or Owner cannot accept responsibility or liability for any alterations, delay or cancellation or any other loss or damage caused by war, civil strife, terrorist action, industrial disputes, fire, sickness, bad weather, epidemics, pandemics, acts of any government or public authority, or any other event outside our control.

Waiver:  The failure of the Owner to enforce or exercise, at any time or for any period, any term of, or any right pursuant to this agreement does not constitute and shall not be construed as a waiver of such term or right.

Miscellaneous:  The Guest agrees that the contract with the Owner is made at the Owner’s premises and that any proceedings between the parties shall be conducted in the County Court nearest to the Owner.

Use of our websites and services are bound in accordance with these Guest Terms and Conditions and our Privacy Policy which outlines how we use and protect your data in delivery of these services

The registered office address of Serenity Stays Ltd is, 20 Mill Crescent, Dartmouth, TQ6 9TA, United Kingdom
Our Registered Company Number is 12790689
Office contact number 01803 470150
Email address nfo@serenitystays.co.uk

Terms and Conditions last update June 2021