Owls Nest Hideout Logo - Owl's Nest Hideout Wye Valley - Luxury Holiday Cottages with Hot Tubs - Wye Valley

Terms & Conditions

Reservations for accommodation by guests and any person accompanying them (the Guest) are accepted by Lucy Chisholm the property owner. The contract is deemed to have been made once the Guest has paid a deposit (part payment), and the owner  has dispatched a confirmation of booking. The Guest must be over 18 years of age at the time of booking.


  1. CORONAVIRUS NOTICE: For all future bookings I will continue to offer a full refund or    postponement if government travel regulations, at 10am on the start date  of your booking, prevent your whole party from travelling to the property or the Owner is prevented from offering their property for rental. This offer, which is outside our normal Terms and Conditions, does not apply to  illness or advice to self-isolate. Travel Insurance including Covid is now  widely available and I strongly recommend taking out travel cover to cover cancellation costs.
  2. Booking: The Guest who makes the booking and agrees to these Terms and Conditions, will be responsible  for all persons included in the booking, and should ensure that they are  all aware of these Terms & Conditions. The Owner has the right to decline any booking or refuse to hand over a key to any Guest or person accompanying a Guest who has not complied with these Terms & Conditions.
  3. Payment: For bookings made more  than 6 weeks before arrival, a deposit (part payment) of 25% of the total  cost of the holiday, is required. This must be paid 6 weeks before the  holiday commences. For bookings made less than 6 weeks before arrival, the total amount must be paid when the booking is made. The Guest must pay the      balance of the payment 6 weeks before the holiday is due to start. Email  reminders are sent, but delivery cannot be guaranteed. If a Guest fails to  pay their balance by the due date the booking may be cancelled by the Owner and the deposit will be retained.
  4. Cleaning: The Guest is  responsible for leaving the accommodation in good order and in a clean  condition; otherwise a cleaning charge will be levied. Please note that      the convention for UK Holiday cottages is that Guests are expected to  leave the property in a similar state to which they find it (reasonable cleaning excepted). Please abide by this convention so we can continue to  provide good value for Guests.
  5. Number of People using Holiday Accommodation: The Owner permits the Guest and members of the Guest’s party (but no one else) to occupy the property for holiday purposes only. The Guest must declare  the correct number of additional Guests during booking and, if this  changes, must inform the Owner before the rental commences of any change.  No more than the maximum number of persons stated on the website may occupy  Owls Nest property unless by prior written agreement with the Owner. Extra  charges may be applicable if the number of Guests exceeds the number on  the booking.
  6. Arrival/Departure: Owls Nest Hideout (unless otherwise agreed with the Owner Lucy Chisholm) are available for occupation from  4.00 pm on the first day of the holiday and must be vacated by 10.30 am on  the last day.
  7. Cancellation or Changes by the Guest: Once the holiday is booked the Guest has entered into this Contract with the Owner Lucy Chisholm. If the Guest cancels, for any reason (including medical and weather related) no refund of the deposit will be due. If the  Guest cancels within 6 weeks of the holiday no refund is due to the Guest.  In the event that the property is re-let, for the cancelled period, the Owner Lucy Chisholm may at their  complete discretion refund the amount paid subject to an admin fee and any other costs; in the event the cancelled period is re-let for a lesser  amount the lesser amount will be refunded.
  8. Holiday insurance: The Guest should take out a holiday insurance policy (which includes cancellation insurance covering sickness and unavoidable reasons for      cancellation) prior to their stay. No liability whatsoever shall be  accepted by the Owner for any losses sustained by the Guest as a  consequence of the Guest not having obtained holiday insurance.
  9. Pets: Owls Nest Hideout does not allow pets  and this this is binding within  these Terms & Conditions. If in exceptional circumstances a pet has been agreed, then they must be well-behaved and should not be left  unattended in the property. They are not permitted in the bedrooms or on any furniture in the property. If damage or extra cleaning is caused by  pets the Guest may be billed for that charge. ‘No Pets’ in a description may  not guarantee that pets have never occupied the property. 
  10. Guest Responsibility: The  supervision of children, babies, dogs and any adults requiring care remains the responsibility of the Guest at all times. Guests should put      all furniture etc back to where it was at the beginning of the rental  period. Guests should not leave any items at the property and, if left,  the Owner has the right to charge for the removal, return or disposal of  those items.
  11. Damage, Loss, Theft: Guests  agree to inform the Owner of any damage or loss however caused, excluding  reasonable wear and tear incurred during occupation. Guests should not  remove any item from the property. The Owner may ask for reasonable  replacement costs. In the instance of damage the Owner reserves the right for reimbursement  via the payment  method provided at booking.
  12. Nuisance: This  Contract shall be treated discharged fully by the Owner in their sole and  reasonable discretion, and they may repossess the property immediately, if      any Guest makes unreasonable demands before or during their stay including      vexatious, meritless and unreasonable complaints about the condition or cleanliness of the property, its contents, defects or damage, or if a  Guest causes nuisance to other people or neighbours. The Guest will remain liable for the whole cost of rental and no refund or compensation for loss  of holiday or enjoyment whatsoever shall be due.
  13. Access: Guests  must allow access to the property at any time by the Owner for maintenance  and rectification of any defect.
  14. Liability: The  Owner will not be responsible, nor liable to Guests for any events outside      the Owner’s reasonable control, such as the breakdown of domestic  appliances, plumbing, wiring, temporary invasion of pests, building works at adjacent properties, damage resulting from exceptional weather  conditions or other unforeseeable circumstances.
  15. Wildlife: Guests must respect  the wildlife at Owls Nest Hideout. 
  16. As an owner I am entitled to decide that wildlife is perfectly reasonable in the context and also reserve the right to take no action if they do not consider the existence of the wild life to be a serious threat to health. Please bear this in mind before booking and if this is likely to be a problem for you, it would be best not to book. 
  17. Complaints Procedure: If a Guest has any complaint about the property, it should be submitted to  the Owner or their housekeeper (who is responsible for the management and maintenance of the property) at the earliest opportunity and no later than 24 hours after its occurrence. This ensures I can act quickly to resolve any issues. If a Guest chooses to abandon the property because of any alleged defects (whether minor or significant) before the owner and  housekeeper have been given a reasonable time and opportunity to rectify any defect, no refund or compensation whatsoever shall be paid to the  Guest or any person accompanying the Guest.
  18. Rectification of minor defects, items which may not be present, and minor damage, which is not fundamental to the enjoyment of the property: Any minor defects and damage, including, but not limited to, non-functioning devices and installations, fittings  and fixtures, missing items such as kitchen equipment, or anything else considered to be minor defects which cannot be rectified by the housekeeper or Owner within a reasonable time or during the stay, shall not be deemed as defects which are fundamental to the Contract and will not be accepted as a complaint by the Owner, or subject to refund or compensation. Feedback opportunities are provided during and at the end of  the stay, and are welcomed.
  19. Property descriptions and details: The Owner takes great care in accurately depicting the property, which may  include verbal descriptions, through detailed photographs and written  descriptions, all of which are provided in good faith. Significant changes      are re-photographed and re-described from time to time on the website  where those changes significantly affect the overall description of the property. Property details, contents, fixtures and fittings, as well as  seasonal garden appearance and views, may vary over time from photographs and descriptions on the websites; any reasonable difference is not a breach of this Contract.
  20. Liability: The Owner accepts no liability whatsoever for any personal injury material loss, damage, additional expense or inconvenience directly or indirectly caused by or      arising out of the property, its plumbing, gas, electrical services or  exceptional weather or damage caused by a Force Majeure event (see below). No responsibility is accepted for loss or damage of property, (including pets), vehicles or vehicle contents belonging to the Guest or any member of the party during their occupancy. If a guest has hired the hot tub by separate arrangement they are must  follow the guidelines and safety advice given in relation to its use and operation. The owner accepts no liability for any injury caused when using  the hot tub. 
  21. Cancellation by Owners: The Owner reserves the right to refuse any booking and to cancel any bookings already made if the property is unavailable (eg through fire, flood, etc)  for any reason whatsoever, subject to a full refund of all monies paid   (but no further liability). The  Owner shall not be under any other liability if such cancellation occurs. Note: in the unlikely event of a cancellation the Owner will make every possible effort to recommend alternative accommodation if required.
  22. No Smoking: Owls Nest is strictly no smoking. Only the candles provided may be used at the property. The fire pit must not be  moved from its primary location, and BBQs must not be held in the gazebo.
  23. Force Majeure: The  Owner shall not accept responsibility and has no liability whatsoever for any alterations, delay or cancellation or any other loss or damage caused by war, civil strife, terrorist action, industrial disputes, fire, sickness, bad weather, flooding of the property or its surrounding area and access roads, rain, landslides, mudslides, ice, snow, power cuts,  fallen trees or branches, fallen fences; impeded, blocked, damaged or flooded access roads bridges or tracks, epidemics, acts of any government or public authority, or any other event outside our control or any lack of      access to the property due to the forgoing. If the Guest is unable to gain  access to or use the property for any of these reasons no refund shall be made and no liability for loss of holiday or enjoyment accepted  whatsoever.
  24. Waiver: The failure of the Owner to enforce or exercise, at any time or for any period      of time, any term of, or any right pursuant to this Contract does not constitute and shall not be construed as a waiver of such term or right.


Use of our website and services are bound in accordance with these Guest terms and conditions and our privacy policy which outlines how we use and protect your data in delivery of these services.

November 2023