Terms and Conditions
When booking an apartment you will be agreeing to the following terms and conditions.
Check in/out
• Apartments are available from 15:00hrs on day of arrival. Apartments must be vacated by 11:00hrs on day of departure.
Smoking
• For the benefit of others smoking is not permitted inside our apartments.
Dogs
• At Penrose House we are happy to accept dogs providing they are well behaved and are under owners supervision at all times.
• Dogs (even small ones) must be kept off all furniture.
• Our apartments have no provisions (eg baskets/food bowls) for dogs. These items must be brought by the owner.
• The cleaning/replacement of any spoiled or damaged items will be paid for and deducted by Penrose House using the guests card details provided for such events.
Booking/Payment
• All bookings are made over the phone (01209 218294). Any booking enquiries made by email serve as enquiries only and do not constitute actual bookings.
• A deposit (30% of total payment due) will be required by Penrose House, payable at the time of booking.
• Your booking is deemed confirmed once the deposit has been received by Penrose House.
• Payment in full must reach Penrose House by the prearranged date (two weeks prior to arrival day) which will be provided to you at the time of booking.
• When booking at short notice (less than two weeks prior to arrival), full payment will be required at time of booking.
• All credit/debit card information provided by guest is their responsibility and should be correct at time of submission. We cannot be held responsible for any cancelled or rejected reservation which arises from invalid details.
• We require guests to check all confirmations. It is the guests responsibility to ensure that all details are correct and and the booking is consistent with the guests requirements.
• The credit/debit card used to make the booking will be used by Penrose House as a guarantee against damaged/missing items incurred during the stay. If payment was made by cheque or cash then details of a credit/debit card (to be used as guarantee) will be required on the date that full payment is made (two weeks priot to arrival).
Cancellations/changes
• If guest wishes to adjust their booking at any point, Penrose House will endeavour to meet those requests where possible.
• Bookings may be cancelled up to the date of two weeks prior to arrival, with full refund of deposit to the card used for payment.
• For cancellations after two weeks prior to arrival date, monies paid by guests will be returned to card used for payment. 30% deposit will be retained by Penrose House and will only be reimbursed to guest if booking can be subsequently filled.
• If you fail to cancel and do not show up your deposit will be retained by Penrose House.
• We reserve the right to make changes/cancel confirmed bookings at any time accompanied by full refund to guest.
Other
• We will not be responsible for any injury, illness, death, loss (eg loss of enjoyment), damage, expense, cost or other sum or claim of any other description whatsoever which results from the fault of a person or third party or an event or circumstance which could not have been predicted or avoided even after taking all reasonable care.
• Any comment or complaint regarding a stay at Penrose House should be made at the time using the contact details provided in the welcome pack inside the apartments. If we do not know about the problem how can we fix it?!
• If in our reasonable opinion a guest behaves in such a way as to be likely to cause danger, upset or distress to any third party or damage to the property, we are entitled, without prior notice, to terminate the stay of the guest(s) concerned. In this situation the guest(s) concerned will be required to leave the accommodation. We will have no further responsibility toward the guest(s). No refunds will be made and we will not pay any expenses incurred as a result of the termination.