Booking Terms and Conditions

These booking terms and conditions can be revised at anytime and our page https://www.anchorbayholidays.uk/booking-terms-conditions/ displays the up to date T&Cs for all bookings. 

These terms are between you and us. 
 
1 – DEFINITIONS
1.1           When the following words with capital letters are used in these Terms, this is what they will mean:
 

• Agent – Anchor Bay Holidays Limited (ABH) act as the agent between the owner of the property (we) and you the holiday maker
• For the avoidance of doubt – ABH acts as the agent for your booking. These Terms should be read as the booking is between you (the guest) and us (the owner) of the property. 
• Arrival Date – the date and time on which your Booking will begin and the Property will be made available to you
• Balance Due Date – 8 weeks before your Arrival Date. A reminder of balance due date will be sent by us one week prior to its due date. Please note that in the week prior to the due date our system may automatically take the balance using the card you booked with. If you do not wish this card to be debited before the due date you are duty bound to inform us otherwise the payment may be taken. Bookings made less than 8 weeks prior to the arrival date must be paid in full at the time of booking.
• Booking – the confirmed reservation of the Property to commence on the Arrival Date and end on the Departure Date
• Booking Confirmation – the written acceptance from us of the Booking Reservation which may include more information such as details around arrival and departure, directions, House Rules, EV Policy etc
• Booking Deposit – 20% of the Booking Price required when making your Booking Reservation. Should the deposit not be paid within 24 hours of making the booking, the booking will be cancelled
• Booking Price – as set out on our Website and confirmed in the Booking Confirmation
• Booking Reservation – your request to book a Property
• Business Day – a day other than a Saturday, Sunday or public holiday in England when banks in London are open for business
• Cancellation Fee – a fee will be charged in accordance with clause 7
• Contact Details – the details found on the Contact Us page of our Website and which will be set out in all communication between us and you when in written form
• Departure Date – the date and time on which your Booking will end and you must vacate the Property
• Electric Vehicle Policy – our policy for electric vehicle charging as made available on our Website and in clause 3
• Events Outside of the Parties Control – as defined in clause 9
• Group – the named individuals attending the Property subject to these Terms
• House Rules – information contained in your arrival emails and therewith forming our contract.
• Permitted Pets – any animal attending the Property (other than assistance animals)
• Property – the property provided for holiday letting purposes, details of which have been made available on the Website and includes the outside spaces belonging to the Property
• Security Deposit – a fee of £150 (minimum and may vary by property) taken 14 days prior to the Arrival Date and held throughout the duration of the Booking in case damage is caused to the Property, its contents or the guest goes against our 24/7 helpline conditions
• Terms – the terms and conditions on which your Booking is supplied to you (also referred to as Booking Terms), being this agreement and any other documentation referred to in this agreement which constitute our overall contract
• Vouchers – We operate vouchers and special offers. Details of the specific terms and conditions of these can be found at https://www.anchorbayholidays.uk/special-offers/. Please note that voucher codes MUST be added at the time of booking and cannot be added afterwards and note that voucher codes cannot be used with any fixed price deals e.g. 4 nights for £350
• Website – www.anchorbayholidays.uk
• We/our/us – this is the owner of the property and they are represented by Anchor Bay Holidays – www.anchorbayholidays.uk but for the purposes of the contract the words we / our / us refer to the owner of the property who is commercially gaining from the rental
• You / your –the individual who makes the Booking Reservation, who must be over the age of 18

 1.2 When we use the words “writing” or “written” in these Terms, this includes email but does not include facsimile or any messaging service or platform. 
 
1.3 Unless the context otherwise requires, words in the singular shall include the plural and vice versa. 
 
1.4 These terms apply to bookings made direct through anchorbayholidays.uk and our channels including (but not limited to) VRBO, Airbnb, TripAdvisor, Welcome to Yorkshire, Discover Yorkshire Coast and booking.com. These booking terms and conditions can be revised at anytime and our page https://www.anchorbayholidays.uk/booking-terms-conditions/ which displays the up to date T&Cs for all bookings. 

1.5 If any of these Terms conflict with any term contained within the Booking Confirmation, these Terms will take priority. 
 
2 – OUR CONTRACT WITH YOU
 
2.1 Please ensure that you read these Terms carefully, and check that the details on the Booking (including the Arrival Date and time, number of guests etc) are complete and accurate before you submit the Booking Reservation. 
 
2.2 These Terms will become binding between us once we issue you with the Booking Confirmation. 
 
2.3 Your Booking is accepted only once we issue a Booking Confirmation.
 
2.4 The maximum number of people who can stay in the Property under the terms of the Booking will be confirmed in the Booking Confirmation. 
 
2.4 You agree not to arrive at the Property before the Arrival Date and to depart from the Property no later than the Departure Date. The Property will not be available at any time outside of the times reserved by you and set out in the Booking Confirmation and you may be charged if you do not leave by the agreed time on the agreed Departure Date. 
 
2.5 All illustrations, photographs and other imagery displayed are for illustrative purposes only and décor and layout are subject to change and no warranty or other representation is made as to the quality of the Property by us via the Website. 
 
2.6 As lead for the Group, you are liable for the acts and/or omissions of all individuals or animals attending the Property whether permitted by us or not. 
 
2.7 The Property is provided for holiday letting purposes only for the specified period, as detailed in your Booking Confirmation. For the avoidance of doubt, these Terms do not create a landlord and tenant relationship between you and us and you will not be entitled to any:

• 2.71 a tenancy;
• 2.72 the right to sub-let the Property in part or in whole;  
• 2.73 an assured shorthold or tenancy (AST); or 
• 2.74 any statutory protection either under the Housing Act 1988 or by way of a statutory security of tenure. 

3 – ENJOYING THE PROPERTY

3.1 Access to the Property is subject to adherence to these Terms and House Rules, which are contained in a separate document and form part of these Terms. 

3.2 Your use and enjoyment of the Property must be solely in accordance with these Terms, the House Rules and any signage, guidance on use, safety or operational instructions given to you by us. You hereby acknowledge that enjoyment of the Property and grounds is at your own risk. 

3.3 During your Booking at the Property, you shall take proper care of the Property and its contents during your Booking you may lose your Security Deposit and/or receive an invoice for any damage caused or loss suffered if the Property and its contents are not left in the same state in which they are found at your Arrival Date. You shall report to us any damage, destruction, loss, defect, or disrepair affecting the Property as soon as it comes to your attention, to allow us to investigate and take steps to rectify where deemed necessary.  

3.4 Decorating the property – if you do decorate the property (e.g. for a birthday celebration) then you must not damage the walls, painting or woodwork in any way – do not use Sellotape and make sure you clean all the items away after use

3.5 Internet access is offered on the basis that it is provided for recreational use only. Neither a minimum speed, unrestricted bandwidth nor uninterrupted provision of access is guaranteed, and we will not be liable for any form of compensation or expenses claimed by you in respect of the provision or quality of internet connectivity. 

3.6 SMART TV Services – If your property has a SMART TV, then you login to streaming services at your risk. ABHL or the owner will not be responsible for content downloaded / purchased during your logged in session or after you check out. Therefore you must log out of all services prior to leaving the property. Please note that none of our properties provide login to streaming services due to this not be a shared licensing agreement and if you want to use streaming services such as Netflix you need your own account.

3.7 Any recommendations for third party services, establishments and amenities made by us are our personal recommendations only and do not guarantee any level of service or quality. 

3.8 It is your sole responsibility to ensure that the Property is suitable for you and your Group’s needs ahead of making your Booking Reservation. 

3.9 We reserve the right to request your immediate departure without refund where you have in our sole discretion acted unreasonably, illegally, immorally or in a manner which may impair the enjoyment, comfort or health of other parties or causes, or is likely to cause, damage to the property. 

3.10 We, or an authorised representative or agent acting on our behalf (including but not limited to tradespeople), reserve the right to enter the Property at any time for the purpose of inspection or to carry out any repair deemed necessary to the Property or its contents. 

3.11 All belongings and vehicles are left at the Property at your own risk. Please ensure all of your belongings are removed by the Departure Date as the return of any of your lost property cannot be guaranteed and will incur charges to post to you. 

3.12 EV Charging – If you use any communal paid for chargers please note these are not supplied or operated by ABHL and are outside our control. Should you charge your EV from an extension lead or by any other means not communal chargers you may be asked to leave. Please note that trailing wires are strictly prohibited as are extension leads to any internal or external socket in the properties and the use of any means to charge any EV will make you in breach of contract. 

3.13 EV Charging At Properties – Some properties feature an EV charger dedicated for your use. This will be activated for your stay if you select EV charging when you book at an additional cost. Unless you have selected this you will not be able to use the dedicated charger. If you have purchased this then you can use the charger as many times as you like for the duration of your stay. Please note you will need to bring your own cable as the charger is just a “socket” (7kWh). Should the charger at the property not be working, we will attempt to allow you to use another owners charger. If that isn’t possible, especially at busy times, then we will refund the monies paid and you will need to use communal chargers.

3.14 Bikes, E-Bikes, E-Scooters and electrical appliances / E-cigs – If you want to bring bikes, E-bikes or E-Scooters then please note these are NOT permitted INSIDE the property. In addition the charging of e-scooters, e-bikes or e-cigs is strictly prohibited using our electrical circuits (this includes bringing the batteries inside and leaving the device outside). Any damage caused by you bringing them inside the property may results in a charge to your damage bond.  You will need to have a way to secure (and charge) these outside and / or lock them to / on your vehicle. (for example you may choose to chain these to the property patio furniture but if any damage is caused to the property or its furniture you may be charged from your damage bond). Please note that the use of deep fat fryers and other high energy electrical appliances is also prohibited. 

3.15 Third party providers (e.g. caterers, private chefs, entertainers etc.) are not permitted at the Property without our prior written permission or unless using one of our approved contractors (advertised on our website). 

3.16 More than one property – if you have booked more than one property (whether that be a combined booking or another of your party has booked another property) then you must NOT move items between the properties. If you do both properties will have their damage bond used to cover the costs of moving the items back. 

4 – PETS

4.1 Only Permitted Pets or registered assistance animals are permitted to stay in the Property.

4.2 Where pets that are not permitted but have been brought with you for the Booking, we reserve the right to request immediate departure. 

4.3 We reserve the right to refuse admission or request immediate departure from the Property to anyone who their Permitted Pet is considered to be, in our sole discretion, a nuisance or danger to others. No refund will be due.

4.4 You will be liable for any damage caused by animals or parasites introduced by your Permitted Pets.

4.5 We are not liable for any allergies that are affected as a result of pets present in a previous occupancy. 

4.6 If the property is pet – friendly, dogs are allowed in the property subject to the property owner’s agreement. All pets must be house trained, and the number and type of pet must not exceed what was agreed at the time of booking, otherwise a breach of contract will be deemed to have taken place.

4.7 Pets must not be left unaccompanied in the property at any time and must not be allowed on the beds or furniture. The holidaymaker shall be liable for all damage caused by his/her pet or any pet belonging to the holidaymaker’s party. A charge will be made for any additional cleaning required. The property owner cannot be held responsible for any accident or injury to a pet during their stay.

4.8 The Bay Filey – Specific rule for guests staying in The Bay Filey. Whilst in the village, all dogs must wear a collar and identity tag and be kept on a lead under the control of a responsible adult at all times.  Dog owners are responsible for clearing up after their dogs and disposing of dog fouling in the bins provided.

4.9 All our properties – allowed dog breeds. Certain types of dog are not allowed in the property, in order to maintain the safety and wellbeing of all the guests in the locality. These include: XL Bully, Pitbull Terrier, Dogo Argentino, Fila Brasiliero and Japanese Tosa, and any other dogs listed in the Dangerous Dogs Act or which are legally required to be muzzled. Please note that on The Bay Filey these dogs are not allowed (even to visit) in the village grounds.

4.10 Allergies / Pet Free Properties / Assistance Dogs – Our pet-free properties are not let with a guarantee that a dog has not stayed in the property. If you have a certified assistance dog these will be permitted in pet-free properties. 

5 – PRICE AND PAYMENT

5.1 The Booking Price will be based on your Booking Reservation and confirmed in your Booking Confirmation. 

5.2 Where your Booking Reservation is before the Balance Due Date, you must pay a minimum Booking Deposit as notified to you upon submitting the Booking Reservation. The remaining balance of the Booking Price must be paid by the Balance Due Date. 

5.3 Where your Booking Reservation is made after the Balance Due Date, you must pay the full balance of the Booking Price at the time of making a Booking Reservation.

5.4 No entry to the Property will be permitted where payment of the full Booking Price has not been made.

5.5 Like many companies we operate a dynamic pricing model which uses an automatic algorithm to set the pricing according to market forces and demand. The price you pay at the point of booking is the price set for your holiday. Should the price increase from when you booked we will not charge you any more and should the price reduce we will not match the lower price. 

5.6 Channel Bookings – If you booking is made using booking.com / Airbnb / VRBO or other channel the FULL payment may be taken at the point of booking. Please note that channel bookings are non-refundable or amendable.

6 – OUR LIABILITY TO YOU

6.1 No party can exclude or limit in any way their liability where it is illegal to do so, and this contract does not seek to exclude or limit liability which cannot be excluded or limited by law. 

6.2 If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of the Terms or our negligence. We are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if they were an obvious consequence of our breach or if it had been brought to our attention by you before the loss or damage occurred. For the avoidance of doubt, we are not responsible for any transport and/or alternative accommodation costs.

6.3 We make the Property available for domestic and private use only. You agree not to use the Property for any commercial, business or re-sale purpose, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

6.4 We do not have any responsibility or liability to you (other than as outlined above) for loss of or damage to any of your items, belongings, pets or vehicles, howsoever caused.

7 – YOUR RIGHTS TO CANCEL AND APPLICABLE REFUND

7.1 We strongly recommend that you take out an appropriate travel insurance policy before placing your Booking Reservation. 

7.2 You may cancel a Booking before the Arrival Date by contacting us in writing using the Contact Details. A Cancellation Fee (the deposit) will be charged if you cancel your booking. 

7.3 Cancellations by the Holiday Maker must be made in writing via email to office@anchorbayholidays.uk and refunds from us will be made on the following basis:

• The deposit paid is NON refundable
• If you cancel more than 8 weeks before your arrival date the balance only (i.e. not the deposit) will be returned to you (if the balance has been paid)
• If you cancel less than 8 weeks before your arrival date then NO money will be returned. 

7.4 In the event of a cancellation, we will attempt to re-let the property and if successful, a discretionary payment may be made. However, we strongly recommend you take out holiday cancellation insurance as your booking is final once you have paid the balance. 

7.5 Insurance – at the point of booking (direct bookings only) – you can opt for “X-Cover” which will protect your booking for a premium. The terms of the protection is offered by X-Cover and ABH are not responsible for the level of cover and / or the premium / cover that this provides. 

7.6 We will confirm your cancellation with you in writing and notify you of any payment or refund due to you at that time.

7.7 If you cancel your Booking, we will try and re–let the Property. If we are able to re-let the Property, we will refund money paid less our administrative costs and subject to any difference in price between the Booking Price and the re-let price.  

7.8 Please note that if you need to cancel because you are ill, including where you are showing symptoms of illness (for the avoidance of doubt this includes Covid19 and/or self-isolating due to any other contagious condition), this will be treated as a cancellation by you.

7.9 If you depart voluntarily from the Property before the Departure Date, no refund shall be given. Similarly, if you fail to show for your Booking this will be regarded as a cancellation on the arrival date and will not be refundable. For example: self-isolation or quarantine, performing statutory duties or mandatory obligations (such as jury duty, military service, incarceration), changes in personal or work circumstances, family emergencies, travel delays, vehicle breakdown, and delays with public transport will all be treated as cancellation by you in accordance with this clause.

8 – OUR RIGHTS TO CANCEL AND APPLICABLE REFUND 

8.1 We may have to cancel a Booking before the Arrival Date of your Booking due to an Event Outside of the Parties Control. We will promptly contact you if this happens. 

8.2 Cancellation by the property owner – The property owner will endeavour to make sure the stated property is available for the dates contracted. In the unlikely event the property becomes not available and the property owner has to cancel the booking, the property owner will endeavour to find the holidaymaker suitable alternative accommodation. If suitable alternative accommodation cannot be found, the holidaymaker shall be entitled to a full refund. The property owner shall only be liable to return the monies received. No compensation or consequential losses shall be paid and it should be noted that as the contract is with the owner, the holiday maker will have no claim on Anchor Bay Holidays Limited.

8.3 If we have to cancel a Booking under clause 8 and you have made any payment in advance for your Booking that have not been provided to you, we will refund these amounts to you in full.

8.4 We may cancel your Booking at any time with immediate effect by giving you written notice if you:

• 8.4.1 do not pay us when you are supposed to; or
• 8.4.2 breach the contract in any other material way, including but not limited to any of the terms of clause 3 or the House Rules.
• 8.4.3 We shall not be liable for any refund if we cancel the contract under clause 8 

9 – EVENT OUTSIDE OF THE PARTIES CONTROL
 
9.1 Neither party shall be in breach of this agreement nor liable for delay in performing, or failure to perform, any of its obligations under this agreement if such delay or failure result from events, circumstances or causes beyond its reasonable control. 
 
9.2 An Event Outside our Control includes, but is not limited to: strike, civil unrest, civil emergencies, government prohibition or restriction on all or part of the economy or trade including local lockdowns, pandemic, epidemic, environmental disaster, domestic appliance failure, temporary invasion of pests or utilities failure or interruption. An Event Outside our Control also includes extreme weather (including but not limited to snow and ice, high winds and flooding).
 
9.3 In the event of a pandemic, epidemic or restriction of the movement of peoples as dictated by the government or public authority, we reserve the right to issue specific terms at such a time via the Website and will communicate this to you via the contact details provided us. 
 
9.4 Should an Event Outside our Control occur which means the Property cannot be provided to you, we will let you know as soon as possible so a refund can be arranged for you. 
 
10 – HOW WE MAY USE YOUR PERSONAL INFORMATION
 
10.1 We will use the personal information you provide to us in accordance with our Privacy Policy https://www.anchorbayholidays.uk/privacy/
 
11 – CHANGES TO BOOKING OR TERMS
 
11.1 We may revise these Terms from time to time.
 
11.2 If we have to revise these Terms under clause 11 we will give you at least fourteen (14) days written notice of any changes to these Terms before they take effect, or as much notice as possible where your Arrival Date is less than fourteen (14) days before the date of the change. 
 
11.3 If you wish to change the dates of your Booking or amend your Booking in any way, please contact us via our Contact Details. We cannot guarantee that your requests will be accommodated and reserve the right to charge for any differences in price. 
 
11.4 Please note that if the owner of the property has been paid by us then it is not possible to move you to an alternative property.
 
12 – OTHER IMPORTANT TERMS 
 
12.1 We may transfer our rights and obligations under these Terms to another individual or legal entity, but this will not affect your rights or our obligations under these Terms.
 
12.2 Except for you and us, no other person shall have any rights to enforce any of these Terms.
 
12.3 Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
 
12.4 If you fail to perform your obligations under these Terms and we do not enforce our rights against you, this does not mean we have waived our rights against you. If we choose to waive any of our rights under these Terms you will be informed in writing. 
 
12.5 These Terms are governed by the law of England and Wales. All parties agree to submit to the non-exclusive jurisdiction of the English courts. However, if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are a resident of Scotland, you may also bring proceedings in Scotland.
 
13 – PROVISION OF SAFETY / PROPERTY FACILITIES / RESORT FACILITIES / ACTIVITIES and DAYS OUT
 
13.1 Premises Safety – ABH has no responsibilities for and does not give any warranties in relation to the accommodation, and that the accommodation owner is responsible for ensuring the accommodation is compliant with all applicable laws and regulations including premises safety. For the avoidance of doubt this is due to your contract being with the owner and not ABH. 
 
13.2 Property Facilities – The property owner will endeavour to make sure all facilities in the property are operational and working. Where something breaks then we will endeavour to have this resolved during the stay ASAP – e.g. replacement of a toaster / kettle. There may be a delay whilst we seek a contractor for larger repairs but most things can be repaired on the day it is reported. Where the fault is outside the control of the owner and a replacement cannot be offered then a gesture of goodwill may be offered but there is no obligation to do so (e.g. failure of Internet / power cut). We (ABH) are not liable for any act, neglect or default on the part of the owner and will always strive to repair items on behalf of the owner within a reasonable timescale. 
 
13.3 Property Photographs – The photographs used on our website show the actual property that you are booking. Any food / drink, bedding and other soft furnishings as well as flowers and other items used to “dress” the property are not included in the holiday price and the holiday maker accepts that no refunds are available for such differences.  
 
13.4 The Bay Filey – Specific rule for guests staying in The Bay Filey. Resort Facilities – The facilities across the resort are owned and operated by Away Resorts – ABHL nor the owner are not responsible for the quality of or provision of these facilities. Where the facility is unavailable we will try to communicate this to you at the earliest opportunity. There is no financial obligation for the property owner to reimburse due to facilities on resort being non-operational / offered. For the avoidance of doubt resort amenities / facilities covers (but is not limited to) the shop, gym, pool. tennis, table tennis, football pitch, meadows, beach access and all free and paid activities bookable through Away resorts. 
 
13.5 Free Gifts (Bay Filey) – All of our properties (on The Bay Filey) offer a free gift such as a Beach bag / beach cooler bag and a sweet treat. These are subject to availability and cannot be guaranteed especially at busy times. 

13.6 Welcome Packs – Some of our other properties may offer welcome packs (Bay Filey and all locations). These are subject to availability and cannot be guaranteed especially at busy times. 
 
13.7 Coffee Machines – Our properties include a Tassimo Coffee / Drinks machine provided for you to use. We do not provide pods, and these can be sourced from many supermarkets. It is your responsibility to dispose of used capsules and to empty the water tank prior to departure otherwise your damage bond may be charged.  

13.8 Love to Visit / Other recommended providers – Should you book a day out with Love to Visit or any other activity listed on our website or guest area, ABH cannot be held responsible for the provision of, quality of or any other aspect of their provision. 
 
14 – FIRE SAFETY
 
14.1 Your arrival emails online guidebook (sent by email and in the property) contain clauses that you must abide by in terms of your obligations with regard to fire safety. This incudes a list of requirements you must follow including:
 
14.2 You (all guests in the party) are duty bound to familiarise yourself with the fire procedures in the property including the ABH Fire Action Poster and Door Sticker which are displayed in all properties and ensuring that all exits are clear at all times
 
14.3 You are not to mess with, tamper with or interfere with any fire equipment (e.g. emergency lighting, torches or extinguishers) and if the property has fire doors you are obligated to ensure these are closed (these are clearly marked)
 
14.4 No Smoking or E-Cigarettes are allowed in the properties. E-Cigarettes are not permitted to be charged in the property
 
14.5 No naked flames are permitted in the property under any circumstances including lighters, candles or matches.
If your property has a log burning stove this must be used according to the instructions in the property. You are not allowed to keep kindling, logs or firelighters near the fire itself
 
14.6 No charging of electric vehicles, electric bikes, electric scooters, hover boards is permitted
 
14.7 The Bay Filey – Specific rule for guests staying in The Bay Filey. Portable BBQs, fireworks, Chinese lanterns are not allowed anywhere in the property or in The Bay Village. If your property has a BBQ then you will be sent the relevant information and permissions for how disposable BBQs are permitted only
 
15 – ENERGY USAGE 
 
15.1 Your holiday includes all energy use (electric and gas) and strictly excludes the charging of electric vehicles (see above). We ask that energy is not used excessively and that the heating is not set to any higher than 22 degrees. If the thermostat or other device records the heating set to more than 22 degrees for a prolonged period, we may contact and/or charge you for excessive energy usage. 
 
15.2 When you check out you are also given instructions how to leave the thermostat and if these are not followed you may also be charged for excessive energy use.
We ask you to use energy as sparingly as possible and should the government impose restrictions / time limitation on certain high consuming items (e.g. tumble dryers after a certain time) you are required to adhere to these.
 
16 – LOST PROPERTY
 
16.1 Should you leave any item at your property you must notify the housekeeper. Items will be returned for a nominal fee of £10 (plus postage) which you should pay the housekeeper or us (Depending how this is going to be returned to you. Failure to pay the money will result in the items being destroyed / donated to charity if not claimed within 2 weeks.
 
16.2 We do not charge for storing items and you can freely pick up lost property from us in Filey after your stay however these will not be available after two weeks after your stay. 
 
16.3 Please note that any medicines or food left will be disposed of by the cleaners immediately following your stay. 
 
17 – SECURITY DEPOSIT / DAMAGE BOND / HELP and Assistance
 
17.1 Security Deposit – We do take damage bonds / charge your card to ensure the properties are kept as nice as possible – all of the houses are privately owned and the owners do love them and want them to be treated well so we operate a minimum of £150 damage bond / credit card hold on your payment card. This is not taken from your account but is held against your card 2 weeks prior to your arrival. After you depart this hold is released after 3 days providing no damage has been done. 
The card provider for this may show as a pending transaction on your card as Holiday Rent Payments or Yapstone. You do not need to pay this or do anything – this is an automatic process. Once you depart the money wont be returned to your account – the hold is simply cancelled and it will be like it never left and your available funds will be back to normal. 
Please note – you need to have £150 available funds in your account two weeks prior to arrival (or at the point of booking for last minute breaks) otherwise the system will decline the transaction and you will need to contact us to use a different method of payment / hold otherwise the holiday wont be able to go ahead. 

17.2. Help and Assistance – should you require any help and assistance in the property we operate a 24/7 emergency call out facility. Should a trades person or other supportive call out be made to the property these will be done free of charge to resolve any problem not of your making. Should the call out be deemed unnecessary – e.g. to fix a problem that you have caused (e.g. loss of key / interfering with the heating / boiler) then your security bond may be charged for that call out. In addition, calls out of hours to our 24/7 number that are not an emergency will be charged at a cost of £50 / call. Actual examples of an unnecessary calls received are “I need a Chinese takeaway (at 11pm)” or “my partner hasn’t given me the keysafe code and I am in a different car (0645am)”.

18 – COMPLAINTS
 
18.1 Every endeavour is made to ensure your stay with us is memorable for all the right reasons. However, we do recognise that from to time things do go wrong. In these circumstances, it is the responsibility of the holidaymaker to make any such problem known to the property owner (or their representative) immediately it becomes apparent, thereby giving the property owner / us the opportunity to correct the situation. Unless this procedure is followed, no subsequent claim will be entertained.
 
18.2 The property owner will make every endeavour to rectify any identified problems as soon as is reasonably possible.

Cancellation Policy for Anchor Bay Holidays

Cancellations by the Holiday Maker must be made in writing via email to office@anchorbayholidays.uk and refunds from us will be made on the following basis:

• The deposit paid is NON refundable
• If you cancel more than 8 weeks before your arrival date the balance only (i.e. not the deposit) will be returned to you (if the balance has been paid)
• If you cancel less than 8 weeks before your arrival date then NO money will be returned.
• In the event of a cancellation, we will attempt to re-let the property and if successful, a discretionary payment may be made. However, we strongly recommend you take out holiday cancellation insurance as your booking is final once you have paid the balance.
• Insurance – at the point of booking (direct bookings only) – you can opt for “X-Cover” which will protect your booking for a premium. The terms of the protection is offered by X-Cover and ABH are not responsible for the level of cover and / or the premium / cover that this provides.

Cancellation by the Property Owner

The property owner will endeavour to make sure the stated property is available for the dates contracted. In the unlikely event the property becomes not available and the property owner has to cancel the booking, the property owner will endeavour to find the holidaymaker suitable alternative accommodation. If suitable alternative accommodation cannot be found, the holidaymaker shall be entitled to a full refund. The property owner shall only be liable to return the monies received. No compensation or consequential losses shall be paid and it should be noted that as the contract is with the owner, the holiday maker will have no claim on Anchor Bay Holidays Limited.