GUEST TERMS & CONDITIONS
Reservations for accommodation by guests (the Guest) are accepted by Platten’s Fish & Chips Limited (the Agent) on behalf of property owners (the Owner).
The Agreement:
The rental agreement is between the Guest and (“the Owner”). The contract is deemed to have been made once the Guest has paid a deposit and the Agent has dispatched a confirmation of booking, on behalf of the Owner. The guest must be over 18 years of age at the time of booking.
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 grant access to the holiday property to any person who has not complied with these Terms & Conditions.
Payment:
For bookings made more than 6 weeks before arrival, a deposit (part payment) of 25% of the total cost of the holiday rental, is required. The balance is due 6 weeks before the holiday rental commences. For bookings made less than 6 weeks before arrival at the holiday rental, the total amount is payable in full at the time of booking.
The Guest agrees to pay the balance of the payment SIX (6) weeks before the holiday rental is due to start. Email reminders will be 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 retained.
Cleaning:
The Guest is responsible for leaving the accommodation in good order and in a clean condition; failure to do so will incur a cleaning charge. Please note that the convention is that guests are expected to leave the property in a similar state to which they find it (reasonable cleaning excepted). Please abide by this convention so we can continue to provide good value for guests.
Number of People using Holiday Accommodation:
The owners permit the Guest and members of the guest's party (but no one else) to occupy the property for holiday rental 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 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.
Arrival/Departure:
The properties (unless otherwise stated in the property details) are available for occupation from 4.00 pm on the first day of the holiday rental and must be vacated by 10.00 am on the last day.
Late checkouts and early arrivals may be available on request but cannot be guaranteed.
Linen/Bedding
Unless otherwise specified, all bed linen and bathroom towels are provided. Please note that the towels provided should not be taken out of the property and any stains on towels or linen not removable by normal laundering will result in replacement towels or linen being charged for. Swimming/beach towels are not provided.
Cot bedding and linen is NOT provided so please bring your own even if we are supplying a Cot.
All our bedding is hypo allergenic, however, if you do suffer from any allergies relating to bedding you must let us know at the time of booking.
Cancellation or Changes by the Guest:
Once the holiday is booked the Guest has entered into 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. It is recommended that a holiday cancellation protection plan should be taken out to cover forced cancellations.
Cancellations must be notified in writing (including by email) to the Agent immediately. The Agent will endeavour to re-let the property and if successful may at their discretion allow the guest to transfer to alternate dates and/or accommodation for a £25 administration fee plus any other expenses incurred in re-letting. The expenses incurred in re-letting will be at the discretion of the Agent or Owner.
Once a booking has been accepted by the Agent, it can only be changed to another property by treating the original booking as a cancellation as above. Holiday rental dates may be changed providing the property is available for the new dates and the owner is agreeable to the change. A £20 re-booking charge will be payable.
We recommend and expect 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 in by the guest at the time of booking. A charge will be made per pet. Not all properties accept pets; if the property details 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 may be billed for that charge. 'No Pets' in a description may not guarantee that pets have never occupied the property.
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 etc 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 has the right to charge for the removal, return or disposal of those items.
Damage, Loss, Theft:
Guests agree to inform owners 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.
Wildlife:
The rental properties are in a beautiful coastal area of outstanding natural beauty. 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 unbeknownst to the owner. Spiders in particular 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 agents 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.) the Agents 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:
The accommodation is inspected to ensure the standard of facilities in all properties meets a high standard on a regular basis. Our properties are constantly being improved by our owners so we cannot guarantee that furnishings, decoration and facilities will be exactly as per the photographs or specification on our website/literature.
The Agent cannot be held responsible for any perceived inadequacies in any of the properties. 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.
Disputes:
No complaints can be considered unless notified during the guest's stay in the property. In the first instance any complaints are to be made directly to the Agent. It is the duty of guests to minimise any loss to them and therefore it is their responsibility to inform the agent at the earliest possible opportunity of any problem.
Please check that the cleanliness of the property is to your satisfaction on arrival as cleaning complaints can only be responded to if notified within 2 hours of arrival. We cannot accept responsibility for noise or nuisance caused by neighbouring properties including unsociable occupants, local events or building works where this is out of the direct control of the Agents, we will however, make every effort to mitigate these where we can.
The agent is not responsible for resolving any complaints arising from the holiday in question. Accidents howsoever caused during the holiday are not the liability of the Agent. The responsibility for the upkeep of the property and any relevant Health and Safety considerations lie with the Owner. Complaints received by the agents after departure cannot be accepted as the Owner thereby has no opportunity to resolve the complaint at the time.
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 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:
A no smoking policy is in force within all 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, 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.
Please note that unless dedicated parking is specified the apartment details, we cannot guarantee parking – there are usually spaces to be found either in the local car parks or on the surrounding streets.
Special offers – please note that when we have more than one special offer on bookings available at any given time, they cannot be used in conjunction with each other.
PRIVACY POLICY
This policy covers information held by Platten’s Fish & Chips Limited.
Your use of our services contained therein, constitutes your agreement with the content of this privacy policy. If you do not agree with any element of this policy or seek clarification on any point please get in touch by emailing berni@plattens.com.
Who we are?
Plattens Fish & Chips Limited is the data controller of the personal information that we collect from you. It is a company registered in England and Wales (registration number 4592710), whose registered office is at Quayside, Wells next the Sea, Norfolk, Nr23 1AH.
We are committed to a responsible use of any personal data that we collect during your interaction with us via our website or other means and any bookings you make. We do not collect or store personal data on our websites.
Your personal information
We are committed to a responsible use of any personal data that we collect during your interaction with us via our website or other means and any bookings you make.
If you are seeking to rent a property or to obtain further details about a potential holiday, we will usually collect the minimum information required to fulfil your needs. This could include but isn’t limited to; your name, contact details, payment details, date of birth, details of other members of your party plus information on your specific requirements in order to customise your holiday and deliver your specific requirements. This information will be collected together with your consent to receive communications from us by agreeing to our Terms & Conditions and Privacy Policy. This consent can be removed at any time simply by using the unsubscribe on any of our email communications.
If you are a supplier to Platten’s Fish & Chips Limited, then we will collect the minimum amount of business specific personal data, usually, your name, business role and business contact details to enable us to manage the business relationship.
We do not collect or store personal data on our websites.
How we store, use and share your personal information
We collect, store and use your personal details as outlined above for our legitimate business interests so that we can fulfil both your immediate and any potential future holiday booking or enquiry needs.
This storage and use of your personal information allows you to be contacted about both your current booking or enquiry and also allows us to update you with offers, opportunities and developments which could be both interesting and beneficial to you. We do not believe that this storage and use of personal information will unduly prejudice your rights or freedoms.
Individuals on and who join our mailing list
We collect, store and use your personal details as outlined above so that we can contact you with details of our properties, services, offers and other marketing items which we believe will be of interest or potential benefit. You can remove your consent at any time using the unsubscribe button on any of our e-mail communications to you.
Use of website and our services
We collect, store and use your personal information for the following purposes:
· To make the site available to you; and
· To provide any services that you request.
Sometimes, our use of your personal information is for purposes which are ancillary to the provision of the sits and services, or which are desirable in order to make them to operate more effectively. In those circumstances, we believe we have a legitimate business interest in handling your personal information, and do not believe that this storage and use of your personal information will unduly prejudice your rights or freedoms.
The relevant circumstances are:
· Detecting and preventing fraud;
· Keeping our websites, apps, products and IT systems secure;
· Ensuring that our own processes, procedures and systems are as efficient as possible;
· Analysing and enhancing the information that we collect;
· Determining the effectiveness of our promotional campaigns and advertising; and
· If you have joined our mailing list and you have given us your consent, contacting you (including by SMS and e-mail) with products and services which we think may interest you.
· In some, relatively limited, circumstances we need to handle your personal information in a certain way to be able to comply with our legal obligations – for example: if we are requested to disclose your personal information to regulatory bodies or if we need to demonstrate our compliance with applicable law such as any tax and national insurance legislation relating to the payment of personal service company contractors and immigration law.
We also collect anonymised details about our visitors to our website for the purposes of generating site statistics, reporting purposes or improving our website and marketing effectiveness. However, no single individual will be identifiable from the anonymised details we collect for these purposes.
How we might otherwise share your personal information and who we share it with.
We will disclose information under the following circumstances:
· Third-party service providers: When we share information with third-party service companies for them to facilitate or to provide certain services on our behalf. This will include IT support service providers, third-party service providers who track our customers’ use of the sites and our services for us.
These companies are contracted to use your personal information only as necessary to provide the relevant services to us and are required to maintain full security and confidentiality.
· Compliance with laws and legal proceedings: When we respond to court orders, or legal process, or to establish or exercise our legal rights to defend against legal claims. When we believe it is necessary to share information in order to investigate, prevent or take actions against illegal activities, suspected fraud, situations involving potential threats to the physical safety of any person, violations of our terms of use, or as otherwise required by law.
Cookies
Like most websites we use cookies to deliver a smooth user experience as well as to help us better understand our visitors. Your browser will allow you to disable cookies should you wish to, though this may diminish your user experience on our sites. The main areas in which cookies (small files that record interactions and which reside on your own device) are used are:
· To gain visitor statistics through third-party application Google Analytics
· To remember users’ setting and for authentication.
· To manage maps through third-party application Google Maps
· To record search preferences and favourites
· Other minor functional uses such as displaying certain elements only once during an initial visit
Data retention
Our booking providers may keep personal information (excluding bank/credit card details) to allow for a record of guests to help us understand trends and improve our service. Through booking providers, our automatic data-retention policy is:
Personal booking information is maintained indefinitely for returning guests, until such time as 10 years has passed without activity. After this period of inactivity (e.g. the guest has never re-booked), the personal data will be deleted, and they will be removed from our mailing list
Owners who have access to guests' personal information through our booking system will no longer be able to view those details after 3 months from the end of the guests' stay
The only exceptions are in cases where we need to keep limited personal information to comply with our legal obligations, resolve ongoing disputes, or enforce our agreements.
Marketing
We maintain, in line with GDPR rules, an 'opt-in' policy for marketing. You will only receive emails should you have clearly chosen to do so via either verbal or written confirmation with us, or a clear indication through our site signup form or during booking. When marketing via email newsletters etc., we utilise a list that is managed by ourselves and you can unsubscribe at any time by clicking the 'unsubscribe' link in any email marketing communication. If you wish for us to do this for you and confirm your removal, feel that you are receiving unwanted emails, or simply wish to update us on any changes to your subscription details (email address etc.) please contact berni@plattens.com
Your rights
You have certain rights in relation to your personal information. You have the right to request that we:
· Provide access to any personal information we hold about you;
· Update any of your personal information which is out of date or incorrect;
· Delete any personal information which we are holiday about you;
· Restrict the way in which we process your personal information;
· Prevent the processing of your personal information for direct marketing purposes;
· Provide your personal information to a third-party provider of services;
· Provide you with a copy of any personal information which we hold about you; or
· Consider any valid objections which you have to our use of your personal information.
We will consider all such request and provide our response within a reasonable period (and in any event within any time period required by applicable law). Please note, however, that certain personal information may be exempt from such requests in certain circumstances. If an exception applies, we will tell you this when responding to your request. We may request you provide us with information necessary to confirm your identity before responding to any request you make.
Further information and help
For any further information on the above, or any queries on issues or subjects not covered here, please contact Berni.Bracken@Plattens.com and we will be pleased to help.
27th November 2019