These terms apply when you book Harrogate Hidden Stay directly through this website. Please read them before you book. Ticking the box at checkout confirms you accept them.
Harrogate Hidden Stay is run by its owners from The Duchy, Harrogate. You can contact us at [email protected] or on 07734 023826.
1. Your booking
- The lead guest must be 18 or over and is responsible for everyone in the party keeping to these terms.
- Your booking is confirmed, and a contract formed, when your payment succeeds and we send you a confirmation email with a booking reference.
- The apartment sleeps up to 4 guests, with a maximum of 3 adults. It is best suited to 2 adults or families with younger children. No more people may stay overnight than the number booked.
- The apartment may not be sub-let or used to host parties, events or business activities involving visiting clients or customers. Guests are welcome to work remotely during their stay.
2. Price and payment
- The price shown at checkout is the full price of your stay, including the cleaning fee and any extras you choose. There is no booking fee.
- Payment is by card through Stripe. We never see or store your card details.
- If you book more than three weeks before arrival, you pay a non-refundable deposit of £100 when you book, and the balance is due three weeks (21 days) before you arrive. If you book within three weeks of arrival, you pay in full when you book. Checkout and your confirmation email show exactly what is due and when.
- If you pay a deposit, you authorise us to take the balance from the same card on the date shown at checkout and in your confirmation email. Stripe keeps your card details securely for this. If that payment does not go through, we will email you a secure link to pay. If the balance is still unpaid 14 days before your arrival date, we may cancel the booking under section 3.
- Discount codes must be entered before payment and cannot be added afterwards.
2a. Good Housekeeping Bond
- A £200 Good Housekeeping Bond is required for all bookings to cover any damage, breakages, missing items or additional cleaning beyond normal wear and tear.
- For stays of up to 5 nights: the bond will normally be arranged as a temporary pre-authorisation on your payment card through Stripe shortly before arrival. This is a hold on funds rather than a payment. If your bank asks you to approve the hold, we will email you a secure link.
- For stays of 6 nights or longer: as card pre-authorisations are time-limited, we will contact you before your arrival to arrange an alternative method of providing the £200 Good Housekeeping Bond. This may involve a refundable payment, and the arrangements will be clearly explained in advance.
- Returning your bond: provided the apartment is left in good order, we will release the pre-authorisation or arrange for the return of any bond paid within two days of check-out, subject to any reasonable deductions. The time taken for funds to become available may depend on your bank or payment provider.
- Damage or additional cleaning: if there is any damage, breakage, loss or additional cleaning required beyond normal wear and tear, we may deduct reasonable costs from the bond. We will explain any proposed deductions and provide supporting evidence where appropriate. Any deductions will reflect the actual loss or cost incurred.
- The £200 bond does not limit responsibility for reasonable costs arising from damage or loss exceeding this amount.
3. If you need to cancel
We understand that plans can sometimes change, and we'll always do our best to accommodate you where possible.
Cancellations
- If you need to cancel your booking, please let us know in writing by emailing [email protected].
- Your £100 booking deposit is non-refundable, subject to your statutory rights and applicable consumer law.
- If you cancel more than 21 days before arrival, any outstanding balance will not be collected.
- If you cancel within 21 days of arrival, the full booking amount will normally be retained, subject to applicable consumer law.
- We strongly recommend taking out suitable travel insurance to cover unexpected changes to your plans.
Changing your dates
- If your plans change, we're happy to offer you the opportunity to move your booking to alternative dates, provided you contact us at least 14 days before your original arrival date.
- Date changes are subject to availability and must be agreed with us in writing.
- One date change is permitted per booking, with the new stay taking place within 12 months of your original arrival date.
- If your new dates are more expensive, you'll simply pay the difference. If they're less expensive, the original booking value will be retained.
- Once your new dates are confirmed, the revised booking will remain subject to our booking terms and cancellation policy.
Your statutory rights
As bookings are for accommodation on specific dates, the usual 14-day cooling-off period for online purchases does not apply. Nothing in these terms affects your statutory rights.
4. If we need to cancel
We will only cancel your booking if circumstances beyond our control make the apartment unavailable. If that happens we will refund everything you have paid, promptly and in full. In the rare event that someone else books the same dates at the exact moment you pay, our system refunds you in full automatically and we will contact you.
5. Arrival and departure
- Check-in is from 4pm on your arrival day. Check-out is by 11am on your departure day, unless we have agreed otherwise in advance. Early check-in or late check-out may be possible by prior arrangement.
- We will send your welcome guide two days before you arrive, which will include your unique door code for access to the property, Wi-Fi information and other details needed ahead of your arrival.
- Please park only in the apartment's private space. We are not responsible for vehicles or their contents.
- Electric vehicles must not be charged from the apartment's sockets.
6. Looking after the apartment
- Please treat the apartment and its contents with care, and tell us straight away about anything damaged or not working when you arrive.
- You are responsible for any damage, breakage or loss caused during your stay beyond normal wear and tear, and for extra cleaning if the apartment is left in a poor state. We will contact you with details and costs, and may take them from the Good Housekeeping Bond (section 2a).
- Lost keys or fobs may be charged at the cost of replacement.
- Smoking and vaping are not allowed anywhere inside the apartment. Candles and fireworks are not permitted.
- Log burner and barbecue: if you choose to use the log burner and/or barbecue, you are required to follow the safety instructions, and they are used at your own risk.
- Before you leave, please switch off all the lights, close and lock all windows and doors, and turn the heating down to 16 degrees.
7. Pets
We are sorry, but pets are not allowed at the apartment. Assistance dogs are considered in accordance with applicable equality law.
8. Access and accessibility
Access to the apartment is via external steps leading to the entrance. Inside, there are some changes in floor level, with up to two steps between certain rooms.
We may need to enter the apartment during your stay for urgent maintenance or safety reasons. Except in an emergency, we will give you reasonable notice first.
9. Problems during your stay
If anything is not right, please tell us during your stay so we can put it right. It is very hard to resolve a problem we only hear about afterwards.
10. Our responsibility to you
We take care to ensure Harrogate Hidden Stay is safe, comfortable and ready for your arrival, and we'll always do our best to make your stay an enjoyable one.
We cannot accept responsibility for loss of or damage to guests' personal belongings or vehicles unless this results from our negligence or a failure to meet our legal obligations. We recommend that guests have appropriate travel insurance to cover their personal possessions.
Occasionally, services such as electricity, water, heating, Wi-Fi or television may be interrupted for reasons beyond our reasonable control. Should this happen, we'll make every reasonable effort to resolve the issue as quickly as possible.
If a guest's behaviour causes serious damage, creates a safety risk or results in significant disturbance to neighbours, we reserve the right to end the stay early. Any decision to retain payments or make deductions will be reasonable, proportionate and in accordance with applicable law.
Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded or limited. Your statutory rights remain unaffected.
11. General
These terms are governed by the law of England and Wales. We may update these terms from time to time; the version on this page when you book is the one that applies to your booking.
Questions? Email [email protected] or call 07734 023826.