Booking Terms and Conditions

Accommodation Booking Information and Conditions


The Booking information and Conditions below should be read in conjunction with the key features section on each property’s detailed listing on the character cottages website (WWW.CHARACTER-COTTAGES.CO.UK), which form part of the overall booking conditions.

Booking Information

Important information about your holiday

The following information has been provided for your assistance and safety and we recommend that you read this information in conjunction with our Booking Conditions. Whether you’re planning a short break or a longer holiday, you’ll be looking forward to the experience. Here are the answers to many of the questions that are asked - everything from when to arrive, to how to care for the property when you’re there. We’ve tried to cover the most common questions asked, however, please contact us if you have any further questions.

Travel insurance

We strongly advise that you take out adequate travel insurance, with appropriate cover for these terms and conditions, to cover your stay. In particular, access and availability can be affected by unforeseen circumstances, such as illness, adverse weather (including snow) or accidents, and events outside of the control of the owner, such as failure of public utilities, which can impact upon your stay and are not subject to refund or compensation.

Arriving, parking and departing

When you have paid for your holiday, you will be sent details of arrival and departure times, how to locate the property, where to park and how to access the property. Where a property has off-road parking space, this will be stated in the property description. If a property has on-road parking, please note that we cannot guarantee the availability of such parking.


Many properties have gardens or courtyards where you can enjoy peace and privacy. If you require an enclosed outdoor space suitable for children and pets, this will normally be stated in the property description, however, this does not guarantee that pets or children cannot find a way out. Some garden walls may be low enough in height that pets or children may be able to jump or climb over them. If you are in any doubt, please check with us before you book. We do not recommend leaving children or pets unsupervised in the garden.

Sleeping arrangements, bed linen and towels

Property descriptions show the "ideal" number that a property will sleep, based on a maximum of one or two guests in a room. If a property also shows a higher capacity (shown by, for example, "4+2" or "4-6"), this means extra guests can be accommodated in additional sleeping arrangements (for example, extra beds in a bedroom or sofa beds). Under no circumstances may more than the maximum number of guests indicated occupy a property.

Infants who sleep in a cot do not count towards the occupancy figure, however, due to space restrictions, owners are entitled to limit the extent to which the occupancy limit can be exceeded by infants.

Bed linen and towels are provided at no extra charge at most properties, unless otherwise stated in the property’s Key Features. Where a travel cot is provided at a property, this will not include cot linen (or cot pillows, blankets or duvets).


All properties are cleaned between lets, so all you have to do when you get there is unpack and put the kettle on. Normally, there is no extra charge for cleaning, unless significant additional cleaning is required after you leave, or you do not leave the property and its contents as you found them. To assist the Owner or housekeeper, we kindly ask that you tidy the property before you leave, in particular washing dishes or using the dishwasher and emptying all rubbish into bin bags provided.

Unless specifically stated in the property’s Key Features, there will be no additional cleans, or linen and towel changes during your stay, however, it will usually be possible to arrange these with us, prior to commencement of your holiday. Washing, drying and ironing facilities should be listed in the detailed inventory for each property.

Security deposit

Where owners require a security deposit, this will be stated in the property’s Key Features and the details will be provided to you at the time of booking. The security deposit is returned after the letting period, subject to an inspection of the property. For the avoidance of doubt, guests are requested to leave the property in a reasonable condition, consistent with the property's appearance upon arrival. Any other specific conditions will be detailed in the Key Features section of the property.

In the event that the owners, or their appointed housekeepers, have to spend additional time tidying up after your departure, then the cost of this extra time may be deducted from your security deposit. The security deposit is payable prior to arrival at the property, via a bank transfer or a valid debit or credit card.

Breakages and damage

We accept and understand that accidents do happen, which can result in breakages or damage to the property or equipment within the property, however, we ask that you report any such accident, or any missing items, to ourselves, the Owner or the housekeeper as soon as possible. Owners are entitled to charge you for the actual costs of any breakage or damage in or to the property, or the cost of replacing missing items, along with any additional costs that may result, however, they will be practical about the application of this rule and consider each incident on a case by case basis.

Where towels and bed linen are provided, this is for your convenience and comfort and we ask that you take special care when using them, so as not to damage or permanently stain them. The use of self-tanning lotion/fake tan is a particularly common example of something that causes permanent stains.

Please do not remove anything from the property. If you take something away by accident, you must notify us or the Owner immediately and return the item to the property at your own expense.

Minor incidents

Our Owners work hard to ensure that everything is in good order at a property before your stay, however, it is possible that there may be minor incidents during your stay (for example, a light bulb failing or a fuse blowing). We ask for a degree of cooperation and application of common sense from you in order to resolve any issues that do occur during your stay (for example, replacing a broken light bulb with one of the spares). The Owner will work with you to try and resolve any issues that occur during your stay, however, neither we nor the Owner can guarantee that we can do so in good time and neither we nor the Owner can be held liable for any perceived or actual loss resulting in this failure.

Fuel and utilities

In most properties, there is no additional charge for electricity, gas, heating, water or other fuels, including logs for open fires. Where charges are made, this will be detailed in the property’s Key Features.

In the event of a partial, intermittent, or major failure in the supply of a public utility, please report the issue to the Owner, or designated property manager, as soon as possible, so that they can report the problem to the appropriate utility company and attempt to seek a quick resolution. The supply of public utilities is beyond the control of the Owner or ourselves and, even after the issue has been reported to the appropriate utility company, a resolution may not be possible in a timely fashion. These events are classified as Force Majeure in this contract and are not subject to compensation, therefore we strongly recommend that adequate travel insurance is taken out to cover the risk of a utility failure.

IT and other appliances

All properties (unless stated otherwise in the Key Features) have at least one television that receives terrestrial channels and therefore channels local to the relevant destination. Additional channels may be available where satellite, freeview or cable television is listed in the Key Features. The provision of any additional channels is a complimentary service and therefore, in the event of failure, owners will not be liable to make compensation payments.

Most properties have free wireless internet access, the availability of which is dependent on the supplier (such as British Telecom) and cannot be guaranteed. Unless specifically stated, this is a complimentary service and therefore, in the event of failure, owners will not be liable to make compensation payments.

Some properties contain a telephone for guest use and this will be stated in the property’s Key Features. Where a non-coin operated phone is provided, there will usually be an honesty box available, for you to make a reasonable contribution towards the costs of any calls made. The owner has the right to claim reimbursement from you if there is a material difference between the cost of any telephone calls made during your stay and any contribution you make. Please take extra care to ensure that telephone calls are properly terminated and that phones are kept away from children, as a connected international call left overnight could result in a very substantial telephone bill.

All properties (unless stated otherwise in the Key Features) have a cooker and a fridge.

Residential properties

If you choose to holiday in an older property, remember that much of its character and charm is due to its age. Many of our properties are over 100 years old and were built before the days of damp-proof courses and cavity insulation. Bear this in mind if you're planning to take elderly people or very young children on your holiday, especially if it's going to be between October and April. Also, please remember that should traditional cottage features (steep stairs or low beams, for example) be a problem for any member of your party, please mention this when you book.

In rural locations, people around you will often be earning their living and country hours can start in the early morning and run into the late evening, therefore please be tolerant when it comes to sounds and scents - it's all part of being in the country! In addition, please bear in mind that holiday cottages are normal residential homes and, from time to time, work may occur near to the property, such as planned or unplanned road works, utility works, or building work on neighbouring properties. Please accept that these are normal occurrences, beyond the control of either the property's owner or Character Cottages, and, as they may happen without any prior warning, we ask that guests try to be understanding in such circumstances.

It's also worth remembering that because all the properties we market are privately owned, they are decorated and furnished according to the individual owners' tastes.


Many of our properties welcome pets for a small additional charge, to cover additional cleaning costs. Look out for the pets welcome symbol, or use the online search facility on our website.

If you are taking your pet on holiday, we ask you to respect these few simple, common sense requests:

  • Please keep your pets off the furniture;
  • Please exercise your pets outside the garden;
  • Please remove pet hairs from carpets before you leave;
  • Please don’t leave your pets unattended in the property or garden;
  • Please clean up any residual mess, including in the garden;
  • Please do not allow pets upstairs or in the bedrooms.

Where pets are not permitted at a property, this is clearly stated in the property description, however, registered guide and support dogs belonging to those with visual and hearing impairments are allowed in all our properties, even where the property description states that pets are not allowed. Customers with allergies should be aware that we cannot guarantee that a registered guide and/or support dog has not stayed in their chosen property, nor can we accept liability for any suffering which may occur as a result of such animals having been present.

Special requirements

We'll do everything we can to help those in your party with special requirements, by suggesting properties that are especially suitable - just let us have all relevant information at the time of booking.

Many of our properties have cots and high chairs, but please note these properties may not necessarily offer other infant equipment. Please check with us when booking.

If any guests in your party require easy walking or wheelchair access, please contact us and we will be happy to help you to choose a suitable property.

Gas appliances

Gas appliances in UK properties, by law, have to be installed and maintained by Gas Safe registered engineers and a copy of the service certificate is available at each property. If you have any doubts about the efficient operation of any gas appliance, particularly boilers or hot water heaters, in your property, please contact us, the owner or the housekeeper immediately.

As you would at home, please ensure that gas cookers and fires are turned off after use and, in particular, check this before you go to bed. When a gas fire is on, children should be supervised at all times.

Caring for your safety

Although we do not own any of the properties shown on our website, we do our best to ensure that owners take the safety and wellbeing of all our guests very seriously and that their properties are well maintained for your comfort and safety. Nevertheless, please remember that when you stay in unfamiliar surroundings, you should take extra care of yourself and your family, in particular:

  • Check the layout of your holiday property so that in an emergency you can get out quickly and easily;
  • Check for a fire extinguisher and fire blanket, and read the instructions on their use;
  • If the property has open fires or wood burning stoves, make sure you use the fireguard, keep children and pets under close supervision and ensure that the fire is safely out before you go to bed;
  • If you are unsure of how to use any electrical appliances, please ask the owner or housekeeper;
  • If your property has night storage heaters, these must never be covered;
  • Take special care when moving around the property at night;
  • If cots or highchairs are damaged or deficient in any way, please let us know;
  • Look out for glass patio doors or glazed interior doors;
  • Keep young children off balconies;
  • If there is a garden pond or other water feature, please ensure that children or anyone at risk cannot access it. Look for any steep drops or steps in the garden and if there are garden sheds or outbuildings, ensure that children or anyone at risk cannot get into them;
  • Equipment in children’s playgrounds should be safe and in good condition. The surface of the play area should be soft, ie: sand, soft earth or wood chippings. You should satisfy yourself that the equipment is safe and in good condition before use. Children should be supervised by a responsible adult at all times;
  • All activities during your holiday are undertaken at your own risk.

If you have any concerns about the safety of your holiday property, then please tell us, the owner or the housekeeper immediately.

We want you to have a safe and happy holiday - a few minutes taking some simple precautions could make the difference between a holiday enjoyed and a holiday spoiled.

Customer satisfaction

We are committed to providing quality holidays and we are always keen to get feedback from our guests, as your comments and suggestions provide valuable information on how we can further improve our services.

We work very hard with our property owners to ensure that you will have an enjoyable holiday, however, in the unlikely event that you are dissatisfied with your accommodation, then it is very important that you register this straight away with us, the owner or the housekeeper and do not wait until you return home, when the chance of actively helping you has passed. Even if you think nothing could be done to make your situation better, you must say something while you are on holiday. Please see our Booking Conditions for further information on our complaints procedure.


In these booking conditions, 'you' and 'your' means all guests in your party. 'We', 'us' and 'our' means Character Cottage Holidays Limited of 28 Claremont Road, Surbiton, Surrey, KT6 4RF.

Before booking through us, please read these conditions carefully, along with all the other information relevant to your booking, including any specific conditions or restrictions set out in the website description of your chosen property or properties. In particular, the specific information provided on the website in the Key Features section of each property forms part of these booking conditions.

We arrange bookings as agent of the owners of the accommodation (the "Owner"). When you book a property with us acting as agent for the Owner, you are actually entering into a contract with the Owner.

As we act as agents when taking your booking, we accept no legal responsibility for any contract you enter into for accommodation or for the acts or neglect of any Owner or other person connected with your booking.

When you accept the booking, you are deemed to have accepted these terms and conditions.

Making your booking

All bookings depend on the property being available. You as the person in charge of the party (the party leader) must be at least 18 years old at the time of booking. All other members of the party must authorise you to make the booking on the basis of these conditions. By making the booking, you confirm that you are authorised to make the booking and that all other members of the party agree that the booking will be governed by these conditions. You are responsible for making all payments due to us.

As long as the property is available and we have received any relevant payments, we will aim to provide written confirmation as soon as reasonably possible. Your binding contract with the Owner will begin when we issue the written confirmation. For bookings made within seven days of the arrival date, we require specific owner confirmation. Likewise, for bookings greater than, or equal to, 21 days in length, we also need owner clearance before proceeding.

We will give you written confirmation by email. It is your responsibility to check your emails regularly and to let us know about any change to your email address.

We, on behalf of the Owner, have the right to refuse any booking before we send you your written confirmation. If we do this, we will tell you in writing and promptly refund any money that you have paid to us. In this case, neither we nor the Owner will have any legal responsibility to you.

As soon as you receive your confirmation, you must check the details carefully. If anything is not correct, you should tell us immediately.


When you book, you should pay the deposit amount due by either debit or credit card, or bank transfer. We must then receive the balance of the money owed no less than 10 weeks before your arrival date at the property. If you book less than 10 weeks before your arrival date, we must receive full payment of the total cost when you make the booking. Payments are only accepted in pounds sterling and you must take any relevant bank charges and exchange rates into account if you are making a bank transfer, to ensure that we receive the correct amount in pounds sterling.

If you do not pay any balance payment due in relation to your booking by the appropriate date we will send out a reminder to you explaining that your payment is late and giving you the opportunity to pay us. If we do not receive payment within one week of sending out a reminder, we will be entitled to assume, on behalf of the Owner, that you want to cancel your booking. In this case, we will be entitled to keep all deposits paid or due at that date and pay them to the Owner. We will also be entitled to release your booking and re-let the property.


We may increase or reduce the prices of unsold products and services or correct mistakes in pricing at any time before we confirm your booking. We will confirm the price of your booking when you make it. As changes and mistakes can happen, you must check all details at the time of booking.

All prices quoted or otherwise given to you include all charges and any UK taxes or government charges which may apply to your booking at the time it is made.

Unless stated otherwise, all prices are for the property and are not on a per person basis.

Marketing details

We aim to make sure that information is presented accurately on our website and in other promotional literature or material we produce and provide, however, changes and errors occasionally occur. You must therefore ensure you check all property details and arrangements, including the price, with us at the time of booking.

There may be small differences between the actual property and its description, usually because Owners are always seeking to improve services and facilities. Occasionally, problems mean that some facilities or services become unavailable or subject to restriction. If this happens, we will tell you as soon as reasonably practical after we become aware of the situation.

We cannot accept responsibility for any changes or closures to local services or attractions mentioned on our website, by our holiday advisers or advertised elsewhere. We make reasonable efforts to ensure that information supplied to you in relation to the property and its facilities or services, as well as advertised travel and other services, is accurate and complete as at the date given.

We cannot accept responsibility for any inaccurate, incomplete or misleading information about any property or its facilities and services, unless this was caused by our negligence.

Changes or cancellations by you

If you want to change any detail of your confirmed booking, we will do our best to make the changes, however, we cannot guarantee that the Owner concerned will be able to meet your request. Where changes can be made an administration fee may be payable to us and there may be additional fees payable to the Owner – any fees will be notified to you prior to making changes to your booking. We may treat changes to your dates or accommodation as a cancellation of the original booking and in such cases cancellation charges may be incurred, as set out below. We will advise you if this is the case when the change is requested. You must then inform us as soon as is reasonably practical whether you still wish to change your booking. If you advise us that you do or you fail to contact us as soon as is reasonably practical, your booking will be treated as having been cancelled by you.

If you have to, or want to, cancel your booking, you must phone us on the number shown on your booking confirmation as soon as possible. The day we receive your notice by phone to cancel is the date on which we will cancel your booking with the Owner. You will then be entitled to a refund of your total booking cost less a Cancellation Charge based on the number of days before the arrival date at the property from the date we receive notification of your cancellation, as shown in the following table. This means that if you have paid the balance of your total booking cost and then have to, or wish to, cancel, you may receive a refund of part of such cost. However, if you have not paid your total holiday cost by the time of your cancellation, you may be required to make a further payment to cover the Cancellation Charge.

For the purpose of the table below, booking cost means the total cost of the booking, including any extra items, booking fees and administration fees paid for making any change:


Number of days before arrival date that we receive your notification of cancellation

Cancellation Charge

More than 56 days

Full deposit (including any balance of deposit due)

29-56 days

50% of booking cost or full deposit (including any balance of deposit due), whichever is the greater

15-28 days

75% of booking cost

1-14 days

90% of booking cost

On arrival date or later

Total booking cost


The conditions for getting a refund referred to above only apply if the cancellation applies to all members of your party. All prices are for the whole property and not on a per person basis.

For the avoidance of doubt, the cancellation rights under the The Consumer Protection (Distance Selling) Regulations 2000 do not apply to holiday accommodation (please see:

The property

Details of arrival and departure times are set out in each property’s Key Features section on the website.

If you fail to arrive by 12 noon on the day after the start date of your rental period and you do not let us or the person whose details are on the location details know you are arriving late, we may treat your booking as having been cancelled by you. In this situation, we will not refund any money you have paid.

If an Owner requires a security deposit we will tell you the amount and how the deposit is to be paid at the time of booking. The Owner will refund the security deposit at the end of your rental period (less any costs for breakages, damage and so on, if it applies).

You and all members of your party agree to keep the property clean and tidy, to leave the property in a similar condition as you found it when you arrived and to behave in a way at all times whilst at the property that does not break any law. You and all members of your party also agree not to use the property for any illegal or commercial purpose, including subletting it or otherwise allowing anyone to stay in it who we have not previously accepted on behalf of the Owner. You are responsible to the Owner for the actual costs of any missing items, breakage or damage in or to the property, along with any extra costs that may result, which are caused by you or any members of your party. The Owner can ask for an extra payment from you to cover any related costs.

The owner can refuse to allow you into the property or ask you to leave if they reasonably believe that you or any member of your party is behaving illegally, or is in breach of any condition of these Booking Conditions (including any Property specific terms shown in the Key Features section of the Property on the website), or that any damage is likely to be caused, has been caused or is being caused by the behaviour of you or any members or your party. We will treat these circumstances as a cancellation by you.

You must not allow more people than the website states to stay in the property. If you do, the Owner can refuse to hand over the property to you, or can repossess it. If the Owner does this, we will treat this as you cancelling the booking. In these situations you will not receive a refund of any money you have paid for your booking and neither we nor the Owner will be legally responsible to you as a result of this situation (including, for example, any costs or expenses you have to pay due to not being able to stay in the property, such as the cost of finding other accommodation). Neither we nor the Owner are under any obligation to find any alternative accommodation for you.

You must allow the owner or their representative (including workmen) access to the property at any reasonable time during your stay (except in an emergency or if a problem needs sorting out quickly and you cannot be contacted in time. In these situations, the owner can enter the property at any time without giving you notice).

If you make a formal request for the Owner to call out a trade person to investigate or rectify a perceived problem and it transpires that there was no actual problem or that the problem was caused by you, then you will be liable for the cost of the trade person’s visit.

Pets are not allowed unless stated on the website. If you take a pet with you, it is not allowed on beds or furniture. Do not leave any pets unattended in the property. You are responsible for the safety of your pets and for ensuring that your pets do not cause damage to any furniture, fixtures, fittings or structures within the boundaries of the property. The Owner is entitled to recover the actual costs of any breakage or damage in or to the property, along with any extra costs that may result, which are caused by your pets. Registered guide and support dogs belonging to those with sight and hearing difficulties are allowed in all properties even if the property description says that pets are not allowed. If you or any member of the party has an allergy, we cannot guarantee that a registered guide or support dog has not stayed in your chosen property nor can we accept any legal responsibility for any suffering as a result of animals having been there.

You are responsible for all key sets in your possession for the duration of your booking. If you lose a key set, the Owner is entitled to charge you £50 per lost set.

Where the property contains a telephone for guest use, the Owner has the right to claim reimbursement from you if there is a material difference between the cost of any telephone calls made during your stay and any contribution you make towards these calls.

Hot Tubs

All of our property owners are asked to confirm to us that their hot tubs are maintained to strict industry standards and HSE guidelines. This includes changing the water between guest stays and checking the water condition on a regular basis. Whilst every effort is made to have a hot tub ready for immediate use by the arrival time stated, this may not always be possible. In such cases the hot tub will usually be ready to use later that day unless otherwise advised. In such cases no compensation or refund is payable unless the hot tub is faulty.

Information about using a hot tub safely is provided in the guest information pack at the property. All hot tub users should wear an appropriate bathing suit. Usage of a hot tub is at a guests own risk and Character Cottage Holidays Ltd accepts no liability for anything which may happen to a guest as a direct result of using a hot tub.

Disabilities and medical problems

If you or any member of your party has any medical problem or disability that may affect your booking, please tell us before you confirm your booking and give us full details in writing as early as possible before you travel. If the Owner reasonably feels unable to properly meet that person’s particular needs, we can refuse or cancel the reservation.

Special requests

If you have any special requests, you must let us know when you make a booking and confirm them in writing. Although we will try to pass any reasonable requests on to the Owner, we cannot guarantee that any request will be met. Confirmation that we have noted a special request or passed it to the Owner, or of the fact it is shown on any written confirmation or any other document, is not confirmation that the request will be met. If we or the Owner fail to meet any special request, it will not mean we or they have broken your contract.

Circumstances beyond the control of the Owner (Force Majeure)

Except where otherwise expressly stated in these Booking Conditions, neither we nor the Owner shall be liable, either jointly or individually, for any changes, cancellations, effect on your holiday, loss or damage suffered by you or for any failure by us to perform our obligations to you which is due to any event(s) or circumstance(s) beyond our reasonable control (“Force Majeure”).

Force Majeure events may include, but not be limited to the failure of public utilities (including both intermittent and total failure) such as water, gas and electricity; strike, lock-out or labour dispute; natural disaster; epidemics; acts of terrorism, war, riot or civil commotion; malicious damage; keeping to any law or governmental order, rule, regulation or direction; accident; breakdown of equipment or machinery; insolvency or bankruptcy of an owner; fire, flood, snow or storm; difficulty or increased cost in getting workers, goods or transport; and other circumstances affecting the supply of goods or services.

In such circumstances no refund, compensation, expenses, costs or other sums of any description (including without limitation the cost of securing an alternative property/accommodation) will be payable by us.

We strongly recommend that you take out adequate travel insurance to mitigate this risk to you and to protect your holiday investment.

Major changes or cancellations by us or the Owner

Neither we nor the Owners expect to have to make any changes to your booking, however, sometimes problems happen and bookings have to be changed or cancelled or mistakes in brochures or other details corrected. The Owner has the right to do this. If they do, we, on their behalf, will contact you (by phone if reasonably possible in the case of a significant change or cancellation – we will let you know about minor changes by e-mail or post) as soon as is reasonably practical. We will explain what has happened and let you know about the cancellation or change. You should tell us as soon as is reasonably practical whether you wish to accept any change or wish to cancel the booking. In the unlikely event that you fail to tell us that you wish to accept any change, we are entitled to assume that you wish to cancel your booking. In the event of a cancellation or a significant change that is not acceptable to you, we will immediately refund all monies paid to us.

If we have to cancel your booking, neither we nor the Owner shall be liable, jointly or individually, for any other changes, cancellations, costs, expenses, effect on your holiday, loss or damage suffered by you or for any failure by us to perform or properly or promptly perform any of our obligations to you.

Owner’s terms and conditions

In some cases Owners may provide services in line with their own terms and conditions. Some of these terms and conditions may limit or exclude what they are legally responsible to you for. We may send any relevant terms to you on their behalf.

General liability

As we act only as agent for the Owner, we cannot accept any liability for any act or neglect on their part or of anyone representing or employed by them. We cannot accept any liability for any problems or faults with or in any property as all properties are controlled by the Owners.

If you have any complaints about any services that we provide (as opposed to any provided by the Owner), you must let us know immediately in writing and in any event within seven days of the end of any holiday booked through us. We regret we cannot accept any legal responsibility if you do not let us know.

We will not pay more than the booking price paid by you, if we are found to be at fault in relation to any service we provide (as opposed to any service provided by the Owner, for whom we are not responsible). Similarly, the Owner will not pay more than the booking price paid by you, if they are found to be at fault in relation to any service they provide.

Neither we nor the Owner can be held responsible for noise or disturbance which comes from beyond the boundaries of the property or which is beyond the Owner's control. We cannot be held responsible for the breakdown of mechanical equipment such as pumps, boilers or swimming pool filtration systems, nor for the failure of public utilities such as water, gas and electricity.

Neither we nor the Owner shall be liable to you for any loss of profit, consequential loss or other indirect losses under the terms of this Agreement. Neither we nor the Owner exclude or limit what we will be legally responsible for if death or personal injury is caused as a result of our negligence or that of our employees, or for any criminal act we may commit.


Property Owners aim to do everything reasonably possible to ensure that you have an enjoyable stay at their property, however, occasionally things can go wrong.

The contract for your accommodation is between you and the Owner, therefore, if a problem does occur, you should contact the Owner or their appointed representative immediately, during the course of your stay. This gives the Owner the opportunity to rectify any problems, as quickly as possible. Please note that any complaints raised after your stay at the property has ended will not result in any form of compensation.

One of the pleasures of holiday cottages is that they are normal domestic homes, however, this does mean that they do not always have immediate, 24 hours a day, access to maintenance services. On behalf of the Owners, we ask that you employ a reasonable degree of patience and agree to work in a practical manner with the Owner, to resolve any problems.

If you cannot contact the Owner or their representative, we can be contacted during normal office hours and we will attempt to contact them on your behalf. As we act only as an agent for the Owner, we cannot accept any legal responsibility for your accommodation or personal property. Any assistance provided by us in resolving a complaint in relation to your booking is provided on a goodwill basis only and in our capacity as an agent. For the avoidance of doubt, unless specifically stated otherwise, we do not have the authorisation to appoint tradesmen, purchase supplies, or approve any expenditure on behalf of an Owner.

Communicating with you

In order to process your booking we will need to collect and process personal information. For more detailed information about how we use personal information please see our Privacy Notice which can be found on our website.

Governing law

Any dispute, claim or other matter which may arise in relation to your booking will be governed by English law and you must agree that any dispute will be dealt with by the courts of England and Wales.

The prices and booking conditions on the website supersede all those previously published and they may be updated, changed or varied subsequently.

Character Cottage Holidays Limited

Registered office: Character Cottage Holidays Limited, 28 Claremont Road, Surbiton, Surrey, KT6 4RF. Please use this address for all correspondence.

Cotswold office: Character Cottages, France House, Digbeth Street, Stow-on-the-Wold, GL54 1BN.

Registered in England and Wales. Company registration number: 05519222

Platform Fee

Included in your total booking value is a Platform Fee of 2% (including VAT) of the accommodation cost, which is payable to Character Cottage Holidays Limited. The Platform Fee is separate to the accommodation cost, which is the value of your booking contract with the property Owner, and is governed by the Accommodation Booking Information and Conditions above. For the avoidance of doubt, the payment of the Platform Fee does not make Character Cottage Holidays Limited a party to the booking contract between you and the property Owner.

The Platform Fee is payable to Character Cottage Holidays Limited at the same time as your accommodation payments, and is included in the value of any deposit, balance or total payments that are notified to you in your Booking Confirmation.