Terms & Conditions
NB ALL OUR PROPERTIES ARE NO SMOKING. If there is evidence of smoking following your stay, there will be a minimum £150.00 deduction from your security deposit.
The following Booking Conditions together with the General Information contained on this website form the basis of your contract with the Owner of your holiday let property as marketed by Crown Gardens Ltd, 92B Trafalgar Street, Brighton BN1 4ER. Please read carefully as they set out our respective rights and obligations.
In these Booking Conditions, "you" and "your" means the person named on the booking confirmation and all other persons staying at the property during the rental period. "We" and "us" means Crown Gardens Ltd.
All reservations are made subject to these Booking Conditions.
1. Making a booking
Bookings can be made by completing the on-line booking form at www.crown-gardens.co.uk (please follow the on-screen instructions) or by contacting us by telephone at our office to make your booking. We regret we cannot accept bookings where all the guests are under the age of 21.
Once we have received your deposit payment, we will confirm your stay by issuing a booking confirmation by email. Please check the details & contact us immediately if there are any errors or omissions to any information which appears on the confirmation or any other document as it may not be possible to make changes later. We regret we cannot accept any liability if we are not notified of any inaccuracies in any document within 24 hours of its transmission.
Number of persons
The number of persons (adults and children) must not exceed the maximum number of sleeping places indicated on the website. Sofa bed supplements should be added on the booking form, and these are included in the total number of persons permitted to stay. If you have not added sofa bed supplements to the booking, we accept no responsibility for the beds and linen not being available for your stay. If you are unsure please call or email the office to clarify each property‘s information. Sofa beds are intended as additional and temporary sleeping arrangements. The term 'sofa bed' applies to a variety of different products. These include foam fold out chair beds, fold out 'Z' beds, pull out sofa beds, couches, day beds, etc. We endeavour to provide as much information as possible on the website. However, we regret that no refunds for these additional sleeping arrangements can be made once booked.
You must call/email the property manager at least 48 hours prior to arrival, they will give you instructions with regards to key collection. Please have your booking confirmation ready for identity purposes.
NB: Please have your maps and booking confirmation with you, as we accept no responsibility for failure to bring directions with you.
In order to confirm your booking, an initial deposit plus service fee (or full payment if booking within 56 days of arrival) must be paid at the time of booking. This deposit is non-refundable/non-transferable in the event of your cancellation or failure to pay on time as set out below.
The balance of the cost of your booking is due 56 days prior to arrival (or at the time of booking if this date has passed). If we do not receive the full balance on time we reserve the right to treat your booking as cancelled by you. In this case the cancellation charges set out in clause 6 below will be payable.
You must pay a non-refundable service fee of between £10 and £20 per person according to the property you have booked. This service fee helps us run our secure platform and offer housekeeping support over the duration of your stay and give you the peace of mind that your transaction is safe. Please note if your guest numbers decrease, this fee is non-refundable.
You must pay a security deposit of between £200 and £1000, according to the property you have booked, 14 days prior to arrival. The cost of any damage to the property or to any items in and/or at the property caused or any service charges incurred by you or any member of your party (for example excess cleaning charges) will be deducted by us from the security deposit at the end of your stay. If no deductions are required, your security deposit will be refunded in full to you 14 working days after your departure from the property. If the security deposit is not sufficient to cover any damage caused or service charges incurred by you, you will be responsible for paying us any additional monies required immediately on request from us. Excess cleaning charges may occur if you do not remove rubbish bags and recycling from the premises or if you leave the property in an unacceptable condition.
3. Your contract
A binding contract comes into existence when the deposit payment is paid (see clause 2 above). If you cancel after paying the deposit, our normal cancellation charges will apply. This contract and all matters arising out of it are governed by United Kingdom law. We both agree that any dispute arising out of or connected with your holiday will be dealt with by the Courts of United Kingdom.
4. The cost of your stay
The price of your stay will be confirmed at the time of booking, subject to the correction of any errors. We reserve the right to correct errors in both advertised and confirmed prices. We will do so as soon as we become aware of the error and no later than 4 working days of your deposit being received.
5. Changes by you
Should you wish to make any minor changes to your confirmed booking, you must notify us by email as soon as possible. Whilst we will endeavour to assist, we cannot guarantee we will be able to meet any such requests. Where we can, an amendment fee may be payable together with any costs incurred by ourselves. This excludes a change of property whereby this will be treated as a cancellation and new booking.
6. Cancellation by you
Should you need to cancel your stay after the contract has begun (see clause 3 above), the party leader must immediately advise us in writing. Your notice of cancellation will only be effective when we receive by email and we have acknowledged this as received and read. As we incur costs from the time we confirm your booking, and may be unable to re-sell your period of stay, the following cancellation charges will be payable. The service fee is not refundable in the event of cancellation.
If you cancel more than 56 days prior to your scheduled arrival date, you will forfeit the deposit paid. If you cancel 56 days or less prior to your scheduled arrival date, you will forfeit the total cost of the booking and remain liable to pay any outstanding balance.
If you book using the Flashsale or any other promotions where the total balance was paid at the time of booking, the balance in non-refundable.
Depending on the reason for cancellation, you may be able to reclaim these cancellation charges (less any applicable excess) under the terms of any insurance policy you may have. Claims must be made directly to the insurance company concerned.
It is strongly recommended that you take out adequate travel insurance. Please read your policy details carefully. It is your responsibility to ensure that the insurance cover you purchase is adequate for your particular needs.
8. Changes and cancellation by us
Occasionally, we have to make changes to and correct errors on our website descriptions and other details both before and after bookings have been confirmed and cancel confirmed bookings. Whilst we always endeavour to avoid changes and cancellations, we must reserve the right to do so.
If we have to make a significant change to, or cancel your booking, we will tell you as soon as possible. We will endeavour to offer you an alternative should a significant change or cancellation occur.
We regret we cannot pay any expenses, costs or losses incurred by you as a result of any change or cancellation.
Very rarely, we may be forced by "force majeure" (see clause 9) to change or terminate your stay after arrival but before the scheduled departure. This is extremely unlikely but if this situation does occur, we regret we will be unable to make any refunds, pay you any compensation or meet any costs or expenses you incur as a result.
9. Force Majeure
We regret we cannot accept liability or pay any compensation where the performance or prompt performance of our contractual obligations is prevented or affected by or you otherwise suffer any damage or loss as a result of "force majeure". In these Booking Conditions, "force majeure" means any event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. Such events may include war or threat of war, riot, civil strife, actual or threatened terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire and all similar events outside our control.
10. Our Liability to you
10.1. We promise to provide your accommodation with reasonable skill and care. We do not accept responsibility if any death, personal injury, failure or deficiency of your accommodation arrangements is not caused by any fault of ours. When we talk about "fault" above, this means failure by ourselves to use reasonable skill and care in performing or providing the service in question. Please note it is your responsibility to show that reasonable skill and care has not been used if you wish to make a claim.
We will not be responsible for any injury, illness, death, loss (for example loss of enjoyment), damage, expense, cost or other sum or claim of any description whatsoever which results from any of the following: -
- the fault of the person(s) affected or any member(s) of their party or
- the fault of a third party not connected with the provision of your accommodation by us which we could not have predicted or avoided or
- an event or circumstance which could not have predicted or avoided even after taking all reasonable care (see clause 9)
In addition, we will not be responsible where you do not enjoy your stay or suffer any problems because of a reason you did not tell us about when you booked your stay or where any problems you suffer did not result from any breach of our contract or other fault of ourselves or any losses, expenses, costs or other sum you have suffered relate to any business.
Please note, we cannot accept responsibility for any services that do not form part of our contract. This includes, for example, any additional services or facilities any other supplier agrees to provide for you.
10.2. The promises we make to you about the accommodation we have agreed to provide or arrange as part of our contract - and the laws and regulations of the country in which your claim or complaint occurred - will be used as the basis for deciding whether the accommodation in question had been properly provided. If the particular accommodation which gave rise to the claim or complaint complied with local laws and regulations applicable to those accommodation at the time, the accommodation will be treated as having been properly provided.
10.3. We limit the maximum amount we may have to pay you for any and all claims or parts of claims which do not involve personal injury, illness or death. Except where loss of and/or damage to luggage or personal possessions is concerned or a lower limitation of liability applies to your claim, the maximum amount we will have to pay you for such non personal injury claims if we are found liable to you on any basis is the price (excluding insurance premiums and amendment charges) paid by or on behalf of the person(s) affected in total. This maximum amount will only be payable where everything has gone wrong and you have not received any benefit at all from your stay.
Where we are found liable for loss of and/or damage to any luggage or personal possessions (including money), the maximum amount we will have to pay you is £35 per person affected as you are assumed to have taken out adequate insurance at the time of booking.
11. Complaints and problems
11.1 In the unlikely event that you have any reason to complain or experience any problems with your stay whilst away, you must immediately inform your property manager during your stay. Any verbal notification must be put in writing and given to us as soon as possible. Until we know about a problem or complaint, we cannot begin to resolve it. Most problems can be dealt with quickly. For all complaints and claims which do not involve death, personal injury or illness, we regret we cannot accept liability if you fail to notify the complaint or claim entirely in accordance with this clause.
11.2 Please note, we cannot accept responsibility for any services that do not form part of our contract. This includes, for example, any additional services or facilities any other supplier agrees to provide for you. We do not guarantee internet connections and are not responsible if installed broadband services fail. Data usage may not be unlimited at all properties and should excess charges be incurred, we reserve the right to pass on these costs.
11.3 We will acknowledge any complaint within 48 hours of receipt (Monday to Friday). In order for us to resolve complaints, we need to thoroughly investigate any issues raised with a number of different parties such as Landlords, Housekeepers, Property Managers etc. We endeavor to bring matters to an amicable resolution as soon as possible, however depending on the complexity this can take up to 14 days.
You accept responsibility for any damage or loss caused by you or any member of your party. Full payment for any such damage or loss must be paid direct to us at the time. If you fail to do so, you will be responsible for meeting any legal costs we incur in full in recovering full payment from you.
We expect all clients to have consideration for other people, in particular noise levels after 10.30pm. If in our reasonable opinion or in the reasonable opinion of any other person in authority, you or any member of your party behaves in such a way as to cause or be likely to cause danger, upset or distress to any third party or damage to the property, or in any way damage the reputation and/or goodwill of the Owner we are entitled, without prior notice, to terminate the occupation of the person(s) concerned. In this situation, the person(s) concerned will be required to leave the accommodation. We will have no further responsibility toward such person(s). No refunds will be made and we will not pay any expenses or costs incurred as a result of the termination. Should we receive complaints concerning your behaviour and specifically noise we reserve the right to permanently withhold some or all of your security/damage deposit.
13. Special requests and medical problems
If you have any special request, you must advise us at the time of booking and clearly note it in the extra information section of the booking form. Although we will endeavour to meet any reasonable requests we regret we cannot guarantee any request will be met. Failure to meet any special request will not be a breach of contract on our part. We regret we cannot accept any conditional bookings, i.e. any booking which is specified to be conditional on the fulfilment of a particular request. All such bookings will be treated as "standard" bookings subject to the above provisions on special requests.
If you or any member of your party has any allergies, medical problems or disability that may affect your stay, please tell us before you confirm your booking so that we can advise as to the suitability of the chosen arrangements. In any event, you must give us full details in writing at the time of booking. If we reasonably feel unable to properly accommodate the particular needs of the person concerned, we must reserve the right to decline their reservation or, if full details are not given at the time of booking, cancel when we become aware of these details.
14. Passports, visas and health requirements
It is your responsibility to ensure that you are in possession of all necessary travel and health documents (including Passports and Visas (where applicable) before departure. You must pay all costs incurred in obtaining such documentation.
15. Prices and Website Accuracy
We reserve the right to increase or decrease the prices of accommodation at any time. Please note, the information and prices shown on our website may have changed by the time you come to book your stay. Whilst every effort is made to ensure the accuracy of the website and prices at the time of requesting the booking, regrettably errors do occasionally occur. You must therefore ensure you check all details of your stay (including the price) on your booking acceptance.
16. Complaints procedure
In the event of any problems you must contact your property manager immediately, plus you undertake to do your best to resolve or minimise the problem in order to avoid any prejudices that could result. You must immediately notify your property manager by telephone on the day of your arrival, confirming your complaint in writing within 24 hours of your departure. You are obliged to give us the time necessary to resolve the problem.
Should there be no written complaint supplied as above specified and you leave the accommodation prematurely and without an explicit authorisation by us, you forfeit your rights for a refund of the rental price, unless the terms of this contract have been breached. Complaints received at the end of the stay will not be taken into consideration and no refunds will be given.
Please note that the property is not an official tourist structure, such as a hotel, residences, etc. but a private dwelling. As such, there is no standard or categories that are internationally recognised; indeed it reflects the architecture and furnishings, the local traditions and the personal taste of the owner. This is precisely the kind of holiday that we offer: the chance to partake in the culture of the area chosen, living for a few weeks in the same surroundings as an inhabitant would. We cannot however exclude the possibility that these differences can sometimes result in minor inconveniences - due to the special nature of its architecture and of traditions in the area - but which cannot be accepted as complaints.
17. COVID-19 Policy
Government backed measures to delay the spread of Covid-19 such as closing of schools, banning public events and encouraging home working are all likely to disrupt businesses further in the coming weeks and months. We as a business are acutely aware of the potential impact the virus might have on our customers and indeed on our own operation. Therefore, we began contingency planning several weeks ago to mitigate the potential risks.
Whilst nobody can predict the full impact of the COVID-19 outbreak, we are confident that the measures we have planned for and introduced over the past few weeks will put Crown Gardens in a strong position to maintain business continuity.
Will my booking still go ahead?
Our properties remain open, if you wish to continue with your booking then please do so. See the housekeeping information below. We are monitoring the situation very closely on a daily basis. Should anything change, we will contact customers to offer alternative arrangements where possible.
I want to cancel because I am worried about the current Covid-19 situation
We are closely monitoring the situation and at present there are no government travel restrictions in place. Therefore our normal terms and conditions apply, meaning that if you choose to cancel, a refund will not be offered. Please remember that balance payments are not due until 56 days prior to your arrival. We recommend you wait and see what the situation is at that point in time rather than cancelling your holiday now as things may change.
Moving to alternative dates due to the Covid-19 situation
Understandably as many weddings and events are postponed you may feel you wish to move your booking to a later date in 2020 or to next year 2021. We will need to refer to individual landlords to ask them directly if they are willing to do so. We will need to deal with each request on a case by case basis and this will only be possible if the owner is happy for your holiday date to be moved and this cannot be guaranteed. We will not make any extra charges for dates moved to the same price band of dates. We will not be able to offer any reductions in price or refunds due to change of dates by yourselves.
What happens if I need to cancel my booking because I catch Covid-19?
You will need to check your travel insurance as to whether this would be covered. We do not offer refunds and our current terms and conditions apply, however we are happy to help as much as we could in terms of offering a change of dates - please note this is entirely at the discretion of the property owner, we cannot guarantee this will be possible.
Brighton Head Office working practices COVID-19 statement
We supply handwash, paper towels and sanitiser in our offices. Our offices and communal areas are professionally cleaned and sanitised weekly. Every staff member has the ability to work from home so in the event of an office closure, school closures or if self-isolation is necessary everyone's work will be unaffected. Whilst usual office hours may change with staff working from home we can assure you that our usual daily tasks will be completed every day as usual. We have a call answering and transfer service that is active 7 days per week aswell as our online chat and guest support which we have been assured, will remain unaffected.
Housekeeping, Linen and Hygiene
1. Cleaners are instructed to avoid travel using public transportation where possible.
2. Delivery drivers and cleaners disinfect their hands before entering the company premises- and before leaving the premises.
3. Our Cleaners are being asked to disinfect door handles and their own hands before entering the client’s premises.
4. Our Cleaners are being asked: - to wear face masks and gloves which must be worn throughout their time on the client’s premises. - To clean cleaning supplies such as disinfectant bottles, by wiping them down with disinfectant before leaving the premises.
5. All linen and towels will be washed and dried in temperatures of 65°C to ensure disinfection. And they are washed in an antibacterial solution to kill germs
6. Any staff members whose tasks can be carried out remotely will be asked to work from home until further notice.
7. All surfaces and areas are being washed down with antibacterial sprays to kill germs
8. We will routinely monitor guidelines established and advised by the NHS to ensure our processes and procedures are in-line with risk-mitigating measures.
18. Hot Tub Terms and Conditions
1.) Crown Gardens will not be held liable for any damage, accidents, injuries or death caused by misuse of our tubs; this includes falling over on wet surfaces or falling in or out of the hot tub etc. We will not be held responsible for any accident, injury or death caused by misuse of alcohol or drugs whilst using our hot tubs. We highly recommend you DO NOT use a hot tub on your own. We also recommend consulting your GP before hiring our hot tubs if you have any medical condition or are pregnant. Again we will not be held responsible for any accident, injury, loss of wages or death in these circumstances.. Customers should note that all tubs are regularly PAT tested, complete with RCD if required.
Chemicals Your health is of up most importance to us. Our tub is thoroughly cleaned before each new hire period this is done using detergent and bacteria killer.
Hot Tub Do’s and Don’ts
The customer must agree to the following conditions set out by Crown Gardens or the hire will be terminated and we will not be held responsible for non-compliance.
DO NOT allow children of any age to play in or around the hot tub unsupervised – risk of drowning.
DO NOT have any mains electrical appliances near the hot tub, please ensure that any electrical appliances including lights/music systems etc are a minimum of 6 metres away to avoid any risk of electrocution.
DO NOT consume excess alcohol whilst using the hot tub.
PLEASE DO take a shower before using the hot tub, especially if you have tanned before your weekend!!
PLEASE DO wash or wipe your feet before entering the hot tub to prevent dirt/debris getting into the water.
DO NOT make excess noise after 10.30pm. The house is situated in a residential area and if we receive noise complaints your security deposit will be at risk. Please respect the neighbours, thankyou.
DO NOT use the hot tub if you have taken any prescription medication that could make you drowsy or if you have taken any recreational drugs that could impair your judgement.
DO NOT use any glasses/bottles in the hot tub, please only use plastic
DO NOT do not dive into the hot tub
DO NOT add anything to the water including bubble baths/detergents/dyes etc
DO NOT use the hot tub in any way that could damage it. This includes sitting on the cover, standing or sitting on any of the motor housing or standing or sitting on any of the filter covers. Any breakages will be charged to the hirer and failure to compensate Crown Gardens Ltd will result in a claim being made to the Small Claims Court.
PLEASE DO ensure the thermal cover is put on the hot tub when it isn’t being used.
PLEASE DO READ THE FULL INSTRUCTIONS.
Limits of our liability
If the hot tub breaks down or stops working we will determine the problem as soon as possible after you have reported it to us, and then try to repair it as soon as possible. Please note we will not provide any compensation if the issue is out of our control. We will not be responsible for any damage caused to your property or persons.