Booking terms and conditions
The following terms and conditions apply to all direct holiday and short break bookings made both online & over the phone.
1. Our Name
Polhawn Lookout is our trading name. When you book your holiday your contract will be with Polhawn Lookout.
2. The agreement you make when booking your holiday
When you book a holiday or short break with us there will be a contract between yourself and Polhawn Lookout. The person making the booking accepts the contract on behalf of your other party member and is responsible for making sure they adhere to our booking terms and conditions. Please note that we are unable to accept bookings from anyone under the age of 18 years.
3. Deposits, return deposits and paying the balance of your holiday
When making your booking we require you to pay a 25% deposit with the remaining balance of your holiday due for payment 4 weeks before your arrival date. Please note that when making last minute bookings for arrivals within 4 weeks, you will be required to pay the balance of your holiday in full at the time of booking. We also request a £100 fully returnable damage deposit, please allow 2 days after departure for this to be returned unless any damage has been made which will be in contact to discuss. Your balance is due and payable by the date printed on your invoice (4 weeks before your holiday start date). Please be aware that if the deposit and/or balance are not paid on time we may cancel your booking. We reserve the right to refuse any booking without explanation. If payment is not made by this date, then we will assume that your holiday has been cancelled and we may re-sell the holiday to another customer.
4. Alterations to your holiday booking
Your booking shall be in accordance with the details confirmed at the time of booking. Your booking shall be non-transferable and non-alterable. If you wish us to make an alteration to your booking we will use reasonable endeavours to accommodate your request but no guarantee can be given. An administration fee of £25 will be charged for making any alteration to your booking and increased rates may apply for altered accommodation and/or timings. Once the contract is made it can not be transferred to anyone else or changed without our agreement.
5. Cancelling your holiday booking
Should you need to cancel your booking you must advise us by telephone and then confirm this cancellation in writing to us by post or email quoting your booking reference number. Your cancellation will only be as effective as at the date we receive your written confirmation. Our cancellation charges are those detailed below.
Period Before Arrival Date Cancellation charges as a % total cost
More than 30 days Loss of deposit
30 - 22 days 50%+
21 - 15 days 60%+
14 - 8 days 80%+
7 Days or less 100%
We strongly advise that you take out holiday insurance to protect against any potential loss of your deposit in the event you need to cancel your booking.
If you need to cut short your holiday after it has commenced, we regret that we are unable to refund any monies paid.
6. Paying for your holiday
Once you have booked your holiday, you will be required to pay the balance in full, 4 weeks before your holiday start date. Your holiday is confirmed when either a deposit or the full balance is paid, you will then receive your email confirmation. If payment is not made by this date then we will assume that your holiday has been cancelled and we may re-sell the holiday to another customer. Late bookings (bookings made less than 4 weeks before your holiday start date), short breaks and some special offers may require customers to pay the full balance of the holiday at the time of booking.
7. Special offers and promotions
Please ensure that you mention any special offers when you make your booking. We cannot apply special offers to a booking once payment has been taken. Please note that special offers are entirely subject to availability and may be withdrawn at any time. Special offers cannot be combined with any other discounts or promotions and are limited to one special offer per booking.
8. Prices
The holiday price paid at the time of booking will be the final price you pay and will not change, unless you make a change to your booking. Please note that we reserve the right to change our pricing/tariff at any time however this will not, under any circumstances, affect bookings already confirmed.
9. Who’s in your party?
It is important that you confirm who will be joining you for your holiday or short break. Only those people listed on your booking confirmation can occupy your holiday accommodation. The total number of guests must not exceed the maximum capacity of the accommodation as advertised on our website. We are not able to accommodate stag and hen parties guests.
10. Arrival and departure times
Your self checking accommodation will be available for you from 16:00hrs on your arrival day. We will be in contact a couple days before arrival with the code as this is changed regularly. If you think you may arrive after dark on your arrival day you must be aware that the short 2 min walk is down is a public (uneven) un-lite path so a torch is advised. I would advised you to wear sensible boots/walking boots especially when the weather is bad. Please kindly vacate by no later than 10:00hrs on your departure date unless a later checkout has been arranged.
11. Special requests
Please note that we will do our best to meet any special requests. However, we are unable to guarantee any special requests. Special requests do not form part of the booking contract and are not a condition of booking. No compensation will be offered should we (Polhawn Lookout) are unable to fulfil any ‘special requests’ made at time of booking.
12. Allergies and smoking
If any member of your party suffers from an allergy we would strongly recommend that you do not book accommodation before making us aware. We are a dog friendly cabin and some pillows are feathered, we can make arrangements for our cleaner to do a more thorough deep clean and remove blankets before your arrival. Our accommodation is strictly non-smoking. Please respect this request for the comfort of other guests. Any guests found to be disrespecting our no-smoking policy will incur additional charges (this may include paying additional nightly room tariffs where we are unable to offer the room to another guest due to the lingering smell of smoke as well as any additional deep cleaning costs).
13. Pets
Polhawn Lookout welcome all dog breeds with a maximum of one dog. If we think you have brought a dog and not confirmed this on your booking then you will be charged. There is a charge of £8 per night. Guide/assistance dogs assisting visually impaired guests are exempt from these charges. You must clean up after your dog. Your dog can't be left unattended in the property and any damage to the property will be charged. Dogs must not be allowed on bedding or seating. If we think your pet is causing a nuisance, damage or is distressed staying, you will be required to remove your pet from Polhawn Lookout. Please be considerate of the local neighbours.
14. Your personal possessions
Please note that you are responsible for your personal possessions and we are unable to accept any liability for any loss or damage of your personal belongings during your stay.
15. Bed linen
We provide all bed linen and towels for guests to use during their stay with us, Please leave all used linen and towels in your accommodation upon check out.
16. Bath Tub/Hot Tub
While the bath tub is available for you to relax we must inform you that its to be used at your own risk. Please be advised that the bathtub is not intended for washing your pet, and we kindly ask you to refrain from doing so. Additionally , we encourage you to bring your own bubbles for a luxurious bathing experience as we do not supply this, however we kindly ask that you avoid buying any bathing products thats may stain the bath.
17. The Accommodation
Polhawn Lookout is located in a rural, cliffside coastal location and as such we try to preserve the rural character of the area. Therefore the accommodation may have areas of uneven ground, unmade paths/ roads and limited lighting. We ask you to take special care to avoid accidents. Take note of all safety signs throughout the accommodation and take special care on the decking when the weather is wet or icy.
18. Your car
Polhawn Lookout is a short walk away to the accommodation, Polhawn Lookout parking is at your own risk and we will not be held responsible for any loss or damage except where it is caused by our negligence.
19. Our service to you
We will do all that we can to ensure you enjoy your holiday with us. Occasionally problems may occur, if they do or you have any concerns about your holiday while staying with us, please tell us immediately. Please be aware that we cannot be held responsible for any issue during your stay with us, of which you did not inform us whilst staying. We will work hard to resolve any issues you may experience whilst you are staying with us. If any issue is not resolved during your stay, you must notify us in writing, as soon as possible (and in any event within 21 days of the end of your holiday). Letters received more than 21 days after your holiday will be deemed irrelevant.
20. If we make changes to your holiday
The operation of our cabin are subject to legislation and guidelines laid down by the Health and Safety Executive and Local Authorities and their codes of practice. Likewise there are other circumstances beyond our control that may affect the holiday booked and we accordingly reserve the right to adjust our services in order to meet these standards and possible issues. Very occasionally it may be necessary that our accommodation, may have to be temporarily withdrawn, or changed due to maintenance, renovation, extreme weather conditions or changes in government legislation, or any other factors outside of our control. We reserve the right to make such alterations in the above circumstances without prior notice and are unable to accept liability for the loss of an advertised events, or to pay compensation for any inconvenience caused. Should any changes occur, we will make you aware of these, where made prior to booking and will use reasonable endeavours to advise guests already booked of any alterations made after their booking and before their holiday commences.
21. Cancellation by us
Very occasionally, in exceptional circumstances, we may have to cancel your booking. If we have to do so we will inform you as soon as possible and you will be offered either a full refund or alternative holiday arrangements. If we need to cancel your holiday due to circumstances beyond our control (Force majeure) we are unable to refund any monies paid. We recommend you have holiday insurance to protect you against this. If we cancel and refund your holiday, we will have no further liability to you.
22. Website accuracy
Whilst every care is taken to ensure that the details on our website, including any promotions, are correct at time of being published, we cannot accept responsibility for errors contained therein or results thereof. We are not responsible for unforeseen events or matters over which we have no control. While we do our best to ensure that all information is up to date and accurate, there is always possibility for human error. Our accommodation is subject to availability. Please enquire when booking or contact me on 07507795010 for confirmation. All images used are representative and are used for illustrative purposes only.
23. Our liability to you
We accept liability for any loss or damage you may suffer as a result of our negligence or wilful default, but otherwise are not liable to you for any loss or damage you may suffer. Our liability to you is limited to the cost of your holiday less any insurance premium, except in the case of death or personal injury.
24. Information you have given us
The information you give us in connection with your booking is held securely on our computer system and dealt with in accordance with the Data Protection Act. By providing us with this information you (and the rest of your party) are deemed to accept and agree to all of our terms and conditions. It is the responsibility of the lead name on the booking to ensure that the rest of their party are aware of and agree to our terms and conditions. We keep your information to help us improve our service to you and to help provide you with information about the services which we offer. We will not disclose this information to any person outside of Polhawn Lookout, unless we are legally required to do so or for the purposes of crime prevention.
These Terms and Conditions are correct at time of publishing and may be subject to change. Revisions to these terms and conditions will be published here on our website.
Last updated 21st February 2024