We look forward to welcoming you. When you make your booking, you are entering into an agreement with us and agreeing to our terms and conditions. Please ensure you read the terms and conditions below prior to making a booking.
We reserve the right to alter these terms and conditions at any time and it is your obligation to check if changes have been made.
“Booking” means the period for which you have paid to stay at the Property.
“Property” means Shepherds Retreat at Carraw Farm, Humshaugh, Hexham, Northumberland, NE46 4DB and all its fixtures, fittings and equipment.
“Management” means the owners and managers of the Property.
“You” and "Guests" means the persons who stay overnight in the Property during the Booking.
When you submit a booking via our online reservation system you will receive an automatically generated booking summary by email to the email address you provide in the booking form. This does not form a contract. A contract shall only arise when your booking is subsequently confirmed in writing via a letter of confirmation sent to you by post or email.
All offers and bookings are subject to availability. The party leader must be at least 18 years of age at the time of booking. Your booking is made as a consumer and you agree that no liability can be accepted by the management for any expenses, costs, losses, claims or other sums of any description which relate to any business, however, suffered or incurred by you. The management have the right to refuse any booking prior to the issue of your written confirmation by email.
When you book the property you should pay the amount due by bank transfer or credit / debit / charge card via the tab on the booking form. If a booking is made 42 days or more before the holiday is due to start a non-refundable deposit of 25% of the rental is payable. Providing the booking can be confirmed the management will send your written confirmation by email to you as soon as reasonably possible confirming your booking details and the balance of your total holiday cost which must be received no later than 42 days before your arrival date at the property. However, if you book less than 42 days before your arrival date, full payment of your holiday costs is due straightaway. Please note it is your responsibility to pay the remaining funds by the due date.
Overseas guests may pay by International electronic transfer. Any charges for payments from overseas will be passed on to the guests. Overseas cheques are not accepted.
The management do not expect to have to make any changes to your booking, but occasionally problems occur and bookings must be changed or cancelled. If this does happen, the party leader will be notified as soon as is reasonably practicable, explaining what has happened and inform you of the cancellation or change.
If you do not wish to accept any significant change to your booking or indeed the booking is cancelled you will receive a full refund of all monies paid. In the unlikely event that the party leader fails to acknowledge they wish to accept the changes the management will assume you wish to cancel your booking and receive a full refund of all monies paid by you. Please note that no compensation is payable for changes.
If you want to change your booking once your confirmation has been issued an administration fee of £50 will be payable to the management once any change has been made. However, it is important to realise that a change of dates may have to be treated as a cancellation. The management will advise the party leader if this is the case when the change is requested.
If you have to or wish to cancel your booking, the party leader must email their intent to cancel to email@example.com as soon as possible.
The treatment of a cancellation will depend on a) the date the booking was made, and b) when the cancellation is made. The following costs will be charged.
More than 42 days notice of cancellation - Full refund of any monies paid by you (excluding the non-refundable deposit and a £50 administration fee).
14 to 42 days notice (excluding bookings at Christmas and New Year) - 50% refund of any monies paid by you (excluding the non-refundable deposit and a £50 administration fee). Bookings at Christmas and New Year - 75% of any monies paid by you is retained. Any refunds will incur a £50 administration fee.
Less than 14 days before arrival date - total cost.
If any payment due in relation to your booking is not paid by the appropriate date the management will assume that you wish to cancel your booking.
All refunds are subject to an administration fee of £50.
The management shall not be liable jointly or individually for any changes, cancellations, effects on your holiday, loss or damage suffered by you or for any failure by the management to perform or properly perform any of our respective obligations to you which is due to any event(s) or circumstance(s) beyond the reasonable control of management (referred to as force majeure) in these conditions. By way of example only – force majeure includes war or threat of war, riot, civil strife, terrorist activity or actual threatened terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire, contagious diseases, destruction or damage of the property and all similar events outside our control. Where your booking has to be cancelled as a result, the management will refund to you all monies paid by you for your booking or part thereof if the booking has commenced. No compensation expenses, costs, or other sums of any description including the cost of securing alternative property or accommodation will be payable in such circumstances.
Your inability (or the inability of any, some or all of your intended occupants) or disinclination to travel to and stay at the rented property for any reason. This includes - but is not limited to – illness (including Covid), a requirement or recommendation to self-isolate or quarantine, a call to jury duty, incarceration, change in personal or work circumstances, family emergencies, travel delays, vehicle breakdown, and delays with public transport. These remain at your risk and do not give rise to a right to cancel or to receive a refund unless we re-let the property. You are strongly recommended to take out UK travel insurance to cover these eventualities. If you choose not to take out UK travel insurance then you accept responsibility for any loss that you may incur due to your cancellation
The management shall have no liability for any death or personal injury. No liability is accepted by the management in respect of damage to or loss of your personal property. You must take all necessary steps to safeguard yourself and your personal property.
Blutack / Drawing Pins / Sellotape – Guests must not use these items to affix decorations etc to the walls within the property. PLEASE NOTE a minimum £100 cleaning / repair charge will be applied for any work to make good damage incurred.
Candles – No candles are to be used by guests unless in circumstances such as a power cut.
Car Parking - A car park is available for guests’ use at the side of the property. Cars parked on site are at owners’ risk.
Check In / Check Out– You can arrive at the property after 4pm on the start date of your stay and must leave by 9.30am on the last day.
Fireworks and Sparklers – These may not be used either inside the house or in the garden.
Fuel - Electricity and oil is included in the rental fee.
Garden – No tents or other structures should be erected in the garden. Maintenance of the garden is ongoing and the management try to schedule these times when guests are not resident, however this is not always possible.
Guest Details – Details of all guests staying at the property must be declared prior to arrival and under no circumstances may more guests than those specified stay in the property.
Internet – a free wireless internet service is provided. If for any reason the wireless internet service is unavailable during the stay, then the management are not liable for any consequent loss or inconvenience caused.
Parties - Guests may not hold parties in the house or garden, which includes the playing of loud music.
Pets – This property is a no pet property. Assistance dogs are welcome but must be declared in advance of arrival.
Smoking – This property is a no smoking property. Smoking, including the use of e-cigarettes, is not permitted within the property. PLEASE NOTE – a minimum £500 cleaning fee will be charged if you smoke in the house.
Third Party Access - Guests may not bring unknown third parties into the property without giving notification. Likewise, guests cannot rent the accommodation for more people than permitted by the applicable regulations.
The management hold no responsibility for guests unable to reach the property due to inclement weather or traffic conditions (i.e. snow, flooding, wind, road congestion etc.). If a guest is unable to reach the property due to poor weather conditions or travel issues, they will lose their full payment and an alternative break will not be offered. Please ensure you have full travel insurance to cover such an instance.
Upon arrival it is your responsibility to thoroughly inspect the property for any uneven surfaces, trip hazards, sharp edges and generally anything which could cause harm to children or adults alike. You should then discuss any potential hazards as a group to ensure that everyone is aware and any appropriate action is taken. The management cannot be held responsible for any injury sustained whilst staying in the property and by booking you accept this and will conduct the thorough property assessment.
You and all members of your party agree both to keep the property clean and tidy and to leave the property in a similar condition to that in which you found it upon your arrival. A cleaning service (unless previously arranged) is not provided during your stay.
You are responsible to the management for the actual costs of any breakages or damage in or to the property (above general wear and tear) – along with any costs that may result – which is caused by you and / or members of your party, and the management can require payment from you to cover any such costs.
You must allow the management and / or any of their representatives access to the property at any reasonable time during your occupation of the property (except in case of emergency or where a problem needs remedying quickly and you cannot be contacted in time – in these situations the management are entitled to enter the property at any time without giving you prior notice).
In addition to the property, there are a small number of bed and breakfast rooms in the Farmhouse and the neighbouring land is managed by a third party and as such it would be very much appreciated if respect is paid to all guests within the Farmhouse and our neighbours. The adjoining paddocks and gardens are not to be entered under any circumstances. Please be careful when playing ball games in the garden that the ball does not go into the fields.
Before each booking, the management will have thoroughly checked the property to ensure that it is as good as it can be before your arrival; this also forms the management’s knowledge regarding damages identified after a booking. By booking you accept that the management’s identification of damages are correct and this cannot be challenged. Should you find some form of damage in the property upon your arrival, you should endeavour to contact the management immediately.
Before departure, all food must be removed from fridges, all rubbish put in the appropriate bins provided, and crockery and cutlery washed and packed away. The Property must be left in the same condition as it was received on arrival.
Extra cleaning charges may be incurred for the cleaning of dirty dishes, washing machine, dishwasher, emptying the fridge / freezer, removal of excessive rubbish etc. Should the cleaning fee be more than the usual cost for cleaning the property, you will be charged the additional costs over and above the normal cleaning fee which will be charged to your credit card.
All furniture and furnishings must be left in the position they were in when you arrived.
The property should be vacated on time and secured. All windows and doors are to be locked. All keys must be returned to the Farmhouse or as otherwise directed.
You are responsible for the safekeeping and replacement of accommodation keys. Lost keys will be charged at £50.00 per set plus any additional costs incurred if any additional work is required, such as, locks having to be changed.
Every effort has been made to make your stay an enjoyable and memorable one. If however, if something is not quite right please contact the management. The management are keen that problems are resolved as soon as possible. All electrical and plumbing items are always best dealt with immediately and early notification will ensure that any problems are fixed as soon as is possible.
The management strongly recommend all guests purchase travel insurance since the management are not responsible for any injuries, illness or accidents that may occur whilst staying at the property.
Due to the constantly changing nature of HM Government guidance and advice, our internal operating practices and protocols will be continuously reviewed and immediately updated. The information previously provided may therefore change without notice.