1. Who we are

Glendower Guest Apartments is a trading name of Huge Ltd, registered in England and Wales, company number 03283542, registered office Market House, Church Street, Harleston, Norfolk, England, IP20 9BB. Payments are made to Huge Ltd.

Contact: 01362 652960 · steve@glendowerbb.com · Glendower House, 10 Commercial Road, Dereham, Norfolk NR19 1AE

 

2. When these terms apply

These terms apply to bookings made by all guests however they booked.   

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3. Making a booking

The person making the booking ("the lead guest") must be 18 or over, and is responsible for all members of the party and for payment of the whole booking. A booking is confirmed only when we have confirmed it to you in writing and received your deposit.

4. Payment

A deposit of 30% is payable at the time of booking. The balance is due on arrival, or earlier if you prefer.

We accept all mainstream debit and credit cards, cash, and bank transfer.

Any extras or services taken during your stay are payable before departure.

 

5. Prices

Prices are per apartment per night. The price confirmed at the time of booking is the price you pay. No VAT is applicable

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6. If you cancel or change your booking

Please tell us as soon as possible. Cancellation takes effect from the date we receive written notice.

When you cancel What you pay

More than 7 full days before arrival Nothing — full refund of any deposit

Within 7 days of arrival 25% of the total booking

Within 48 hours of arrival The first night, or 50% of the total booking — whichever is greater

No-show The full booking amount

 

If you leave early See below

If you leave early, the full booking amount remains payable. However, we will make reasonable efforts to re-let the accommodation for the remaining nights, and will refund you for any nights we succeed in re-letting.

Where payment has not been made in advance, the amount due will be invoiced.

We strongly recommend taking out travel insurance covering cancellation.

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7. If we cancel

We would only cancel if the accommodation became unavailable for reasons beyond our control. We would try to offer suitable alternative accommodation; if we cannot, or if you do not accept it, we will refund everything you have paid. Our liability will not extend beyond that refund.

8. Arrival and departure

Check-in is from 2.30pm. Check-out is by 10.30am.

Later departure may be possible by arrangement and is charged at £12.50 per hour after 10.30am.

Please leave keys in the black wall-mounted post box by the front door of the main house.

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9. Who may stay

Only the guests named on the booking may stay in the apartment. Please tell us in advance if numbers change — occupancy is limited by fire safety and insurance as well as by the number of beds.

We reserve the right to refuse entry, or to require the party to leave without refund, where the number of guests exceeds the number booked.

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10. Behaviour

We ask all guests to be considerate of other guests and of our neighbours, particularly between 10pm and 8am.

We reserve the right to require any guest to leave immediately, without refund, where their behaviour is unreasonable, causes damage or distress, or is unlawful.

Parties and events are not permitted in the apartments without our prior written agreement.

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11. Smoking

Smoking is not permitted inside any apartment or building.

Tobacco may be smoked outside, with the door closed.

Smoking cannabis or using any illegal or controlled drug is not permitted anywhere on our premises, inside or out. Guests who ignore this will be asked to leave immediately with no refund. We will also charge for additional cleaning and for removal of persistent odours, and for lost income where the apartment cannot be re-let.

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12. Pets

Well-behaved pets are welcome by prior arrangement. A charge of £11.50 per pet per night applies. Pets must not be left unattended in the apartment and must not go on beds or furniture. You are responsible for any damage or additional cleaning.

Assistance dogs are welcome at no charge and do not require prior arrangement.

 

13. Damage and breakages

You are responsible for any damage or breakage caused by you or your party. Please tell us as soon as it happens.

We do not normally charge for minor breakages. We reserve the right to charge for repair, replacement or making good where damage, breakage or odour is significant, and to charge for lost income where an apartment cannot be re-let as a result.

14. Cleaning

Please leave the apartment in a broadly similar condition to how you found it: food removed from cupboards and fridge, crockery and pans washed and put away, oven and oven dishes clean, furniture back in place, used towels left in the bathroom.

Where the condition on departure requires cleaning significantly beyond the normal changeover, we reserve the right to charge a minimum of £30.

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15. Keys, parking, wifi and lost property

Keys. Please return all keys on departure. A charge of £25 applies for lost keys, to cover replacement and any lock change.

Parking. Free on-site parking is provided. Please park so the driveway is unobstructed, and do not drive on the grass or in the courtyard. Vehicles are left at your own risk.

Wifi. Provided free of charge for reasonable personal use. It must not be used for anything unlawful. We cannot guarantee availability or speed.

Lost property. We will hold items found for [28 days] and return them at your cost. After that we may dispose of them.

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16. Our liability

We do not accept liability for loss, damage or injury to any member of your party, or to vehicles or possessions, except where caused by our negligence or that of our employees or contractors acting in the course of their employment.

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot lawfully be limited.

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17. Events beyond our control

We are not liable for failure to perform our obligations where this is caused by events beyond our reasonable control, including fire, flood, extreme weather, utility failure, epidemic or government restriction. Where such an event prevents your stay, section 7 applies.

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18. Complaints

If something is wrong, please tell us during your stay so we can put it right. We cannot resolve problems we do not know about. If a matter remains unresolved, write to us at steve@glendowerbb.com and we will respond within [14 days].

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19. Your personal information

We collect your name, contact details and payment information in order to take and manage your booking. We keep it only as long as necessary for that purpose and for our legal and accounting obligations. We do not sell it or share it for marketing.

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20. Governing law

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction