BOOKINGS TERMS & CONDITIONS
For amendments and cancellations relating to Covid-19 travel restrictions/lockdown please see our FAQs.
“Owner” , “Us”, “Our” and “We” refer to The Hop Garden of Tintern, Monmouthshire, NP16 7NX in respect of all bookings we take. Owner (‘’Owner’’) of the holiday accommodation (‘’Property’’) you will be staying in. These Terms will become binding on you (“ the person who made the booking”) and us when we issue you with written confirmation of your booking at which point a contract will come into existence between you and us.
When making your Booking you will enter into a contract with the The Hop Garden, as detailed in clause 1.2 below. Your Booking is subject to these Booking Terms & Conditions. Our booking conditions may limit and/or exclude the liability to you.
You may decide to make more than one Booking at the same time. The price charged in total for more than one Booking will always equal the prices charged separately for each individual Booking. All Bookings are available to be purchased separately at the same price as they are when more than one Booking is made. This means that any multiple Bookings do not constitute a package as defined in the Package Travel, Package Holidays and Package Tours Regulations 1992.
By making a booking, you agree that:
- You have read our Booking Terms & Conditions and agree to be bound by them;
- The lead name on the Booking will be the person responsible for the Booking and shall be responsible for paying the deposit and the full price, for making any amendment and cancellation requests and for the payment of any additional charges. The lead name accepts these Terms & Conditions on behalf of all persons in the Booking;
- You are over 18 years of age and where there may be age restrictions in place, you declare that you and all members of your party are of the appropriate age
The Hop Garden online booking system enables Guests to make Bookings 24 hours a day. To confirm your booking, you must pay a 25% deposit (or full payment if booking within 10 weeks of your check in date) and the entire Booking will be subject to the cancellation policy as outlined in clause 2.4.2 below. The Hop Garden telephone booking line is open Monday to Friday 9am to 5pm. When using the online enquiry form, please allow 2 working days for us to contact you by telephone or email. If we are unable to reach you by email we will attempt to contact you by phone. We will contact you during The Hop Garden working hours (Monday to Friday 9am to 5pm). Online or email enquiries will be dealt with in the order they are received, but please be aware that we cannot guarantee reservation of your selected dates until the receipt of suitable payment. Therefore, if possible, we do recommend that you book on the The Hop Garden website using the online booking system.
1. Booking and payments
1.1 In order to confirm your chosen Booking, you must pay a non-refundable deposit as required by the Owner of the Booking in question (or full payment if booking within 10 weeks of the date of your check-in). The deposit is non-refundable as it covers costs incurred and services provided to enable your Booking. These include, but are not limited to, webmaster fees, admin fees, marketing and PR, Owner management, booking management, credit card fees and customer service.
1.2 Your Booking is confirmed and a contract between you and The Hop Garden will exist when we receive payment of the deposit and send you a booking confirmation. This Booking confirmation will normally be sent out within 24 hours in the case of email and seven working days in the case of post and will contain the details of your Booking, Welcome pack and of payments made and due. If you have not received your Booking confirmation within the specified time, please check your spam folder and please notify us as soon as possible by email (firstname.lastname@example.org). Please check your confirmation carefully and report any incorrect or incomplete information to us immediately. As we act only as booking Agent, we have no responsibility for any errors in any documentation except where an error is made by us.
1.3 Once a deposit has been paid, the full balance payment will be due 10 weeks in advance of your check in. A reminder to pay your balance will be sent to you one week prior to this 10 week date, where applicable, by email. We automatically take the balance payment using the same card as used to make the deposit payment. It is your responsibility to advise us if we should use a different card and to contact us by telephone (01291 680 111) to arrange for an alternative payment method. If the automated balance payment does not successfully go through as there is a problem with your card, such as it expiring, then we will contact you to try and take alternative payment. If you do not make any payment due to The Hop Garden by the due date for payment and at the latest within 5 days of this date, then with regret, we may cancel your Booking and terminate the contract with you. In these circumstances, your rights to a refund are set out in clause 2.4.2. Please note that if you have paid in a currency that is different to the original pricing, we will not be able to guarantee the same conversion rate that was used to convert the deposit payment.
1.4 Except where otherwise advised or stated in the booking conditions, all monies you pay to us for a Booking will be held on our account.
1.5 Credit Card payments are processed via Stripe who provide merchants services facilities to The Hop Garden online booking system,
2. Cancellation and Amendment by You
2.1 If you have to, or want to, cancel or amend your Booking this request must be sent to us by email (email@example.com) and will be considered and responded to within 1 to 2 working days of receipt. You are also advised to confirm all changes to our booking team by calling 01291 680 111. Please ensure that you have received written confirmation of any changes to your Booking prior to travel. Whilst we will always try to help, we cannot guarantee that such requests will be met.
2.2 Any amendments to your Booking or cancellations made by you, at any time, may incur a £50 administration fee in addition to us retaining the non-refundable deposit as per clause 2.4.2. This represents the administration costs incurred by us to deal with such requests.
2.3 Amendments and cancellations can only be accepted in accordance with the booking conditions of your Booking. We may charge the cancellation or amendment charges shown in their booking conditions. We have outlined our charges at clause 2.4 and 2.5 below. The correct charges will be notified to you at the time of your cancellation or amendments. In the event of a cancellation your right to a refund is as per clause 2.4.2 below.
2.4 Our General Cancellation Charges:
2.4.1 Cancellation by you at any time will result in your deposit being forfeited, as all deposits are non-refundable. Where a Booking has been taken with a deposit which is less than our standard deposit (25% of the total Booking Fee), the Guest will, upon cancellation, be liable to pay the difference between the reduced deposit and our standard deposit.
2.4.2 In the event of cancellation within 10 weeks of check in the total cost of the accommodation including the deposit is non-refundable. In some circumstances it may be possible to swap the stay to another date as per clause 2.5.5 below. Cancellation should always be in writing to firstname.lastname@example.org. The deposit is always non-refundable as it covers costs incurred and services provided to enable your Booking. These include, but are not limited to, admin fees, software cost, marketing and PR, Owner management, booking management, credit card fees and customer service.
2.4.3 Cancellation of any holiday after it has been paid in full and at a date 10 weeks or more in advance of your check in date, will result in forfeiture of your deposit (or an amount equivalent where one was not paid as the holiday was paid in full) and the balance being returned to you. Refunds will be processed in the currency of the booking. Where this is different to the currency of the payment card, this will be converted at the current exchange rate on the day of the refund.
2.4.4 If extreme weather prevents you from reaching your holiday, taking or finishing your holiday, you are still subject to these cancellation terms as outlined in clause 2.4.2 above. We strongly recommend that you take out a travel insurance policy which covers this eventuality. In the event of the property becoming unavailable (such as due to fire or flooding), The Hop Garden will endeavour to provide the Guest with suitable alternative, or will refund all monies paid, or a proportion in the case of curtailment.
2.4.5 Cancellation insurance is not provided by The Hop Garden. You are strongly recommended to take out personal travel insurance for all members of your party for UK holidays and you must take out personal travel insurance for international holidays, including for illness and cancellation due to Covid-19. It is your responsibility to ensure that the insurance cover is adequate for your needs, including cancellation and curtailment.
2.4.6 If you fail to check-in on your date of arrival your Booking will be cancelled and no refund will be due.
2.5 Our General Amendment Charges:
2.5.1 Amendments to your Booking can only be made more than 10 weeks prior to the check in date, after which time amendments may be treated as cancellation and our refund policy as detailed in clause 2.4.2 above may apply. All amendments are subject to availability and may incur a fee which is at our discretion (and is in addition to the amendment fee as detailed in clause 2.2). You will be notified for the exact cancellation and amendment charges at the time of cancellation.
2.5.2 Differences in the total amount payable resulting from amendments to your Bookings will be refunded to you in the case of a decrease in price and paid by you in the case of increases in price.
2.5.3 In the event that a refund is issued it will be in the same form and ratio as the original payment was made. Therefore, if a Gift Voucher was used to purchase the original stay, the refund will be back onto a new Gift Voucher at the same amount as originally used.
2.5.4 In the event that a date swap is offered, this will normally be agreed with a set timeframe to rebook and sometimes a credit against a future stay will be offered via a Gift Voucher. Unless agreed otherwise, this Gift Voucher will only be redeemable with the same Owner as per the original Booking Terms and Conditions would apply.
2.5.5 If a date swap is offered, then the Booking Terms and Conditions applied at the time of your original booking will still apply. Therefore, if your date was swapped within 10 weeks of the date of the original booking was made, the 10 week policy applies to your new stay, but from the date of the original booking only. Any applicable refunds, as detailed in clause 2.4.2 will follow on this new stay, but will be calculated from the date that the original booking was made, as opposed to the date that the date swap was offered or the new date of stay.
3. Changes and Cancellations by The Hop Garden
We will inform you as soon as reasonably possible if we need to make a significant change to your confirmed Booking or to cancel your Booking. We will also liaise with you to try and organise an alternative Booking, or a refund.
4. Cancellations due to events outside of our control
We may have to cancel a booking due to events outside of our reasonable control (see clause 20). In such circumstances, we will liaise with you to try and organise any alternative Booking, or a refund.
We always aim to provide the best possible holiday experience, however, in the event that you have any complaint or problems during your stay, please immediately notify us during the stay itself, so that we have the opportunity to resolve the given problem at the time. Please let us know of the problem as soon as possible by emailing email@example.com or phone 01291 680 111 so we are aware and can support you with resolving anything. If you do not follow this procedure there will be less opportunity for us to investigate and resolve your complaint and so make your stay as enjoyable as possible. Delays may also mean that amount of compensation you may be entitled to may be reduced or negated. Whether or not your complaint is dealt with satisfactorily, please also contact us as we appreciate all feedback. It is important to us to know that you’ve enjoyed your stay or if anything could have been improved.
6.1 The Hop Garden reserve the right to amend advertised prices at any time. We also reserve the right to correct errors in both advertised and confirmed prices. Special note: changes and errors sometimes occur.
6.2 Rates are set per place in the currency specified by the us. Where this has been converted into the currency of your preference, until the payment stage this will be an estimation only, based on a recent exchange rate. The original rate will be displayed before you confirm your payment and you will be given the option of paying in your own currency at our guaranteed rate, or paying in your own currency and leaving the conversion and any associated fees to your card provider.
7. Information & Accuracy
The information and prices shown on this website are varied from time to time and may change between the time you first view a property and make a Booking. You should check that all the details are as you expect prior to making a Booking. It is always possible that, despite our best efforts, some of the properties (including the features and extras available) may be incorrectly described and/or priced. If we discover this is the case after you have made a Booking, we reserve the right to contact you with details of the correct information and/or pricing and will give you the option to:
(1) proceed with the Booking based on the correct information and/or pricing, which may require the payment of an additional amount by you;
(2) subject to availability, change your booking dates to dates when the pricing can be honoured and so no additional charge to you. In the event that a lower price can be offered for alternative dates then the difference would be refunded;
(3) cancel the Booking. If we do not receive your instructions within 5 days of contacting you, we reserve the right to cancel your Booking without liability to you.
8. Our Responsibility for your Booking
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, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if it was an obvious consequence of our breach or if it was contemplated by you and us at the time we entered into this contract.
Our cabins are not suitable for pets. We regret that we do not accept pets under any circumstance.
We are not registered for VAT in which case no tax is payable. If the rate of VAT changes between the date of the Booking and the date of the stay, We will adjust the rate of VAT that you pay, unless you have already paid for the Booking in full before the change in the rate of VAT takes effect.
11. Visa, passport and health requirements
Unless you tell us otherwise, we assume that all members of your party are British citizens who hold or will hold full British passports valid for the entire duration of the Booking you chose to purchase. Information on visa, passport and health requirements, where given and applicable, is so given on this basis. Requirements may change and you are therefore strongly recommended to check the up to date position with the Owner of the Booking, Passport Office, appropriate embassy or consulate or your doctor as applicable in good time before the commencement of your holiday. Prior to international travel it is your responsibility to check whether it is safe to travel by visiting the FCO website www.gov.uk/foreign-travel-advice.
You are strongly recommended to take out personal travel insurance for all members of your party for your holiday, including holidays in the UK. It is your responsibility to ensure that the insurance cover is adequate for your needs, including cancellation and curtailment. Please read your policy details carefully and take them with you on holiday.
13. Special requests
If you have any special requests (for example dietary requirements, allergy, cots or room location), please let us know at the time of booking. But unfortunately, we can’t guarantee that we will be met and we will have no liability to you if they are not.
14. Group Bookings
We accept Bookings for a single sex group (for example, a stag or hen party). Guests wanting to make such a Booking should check beforehand to enable us to check whether we are prepared to accept the Booking. We will then advise you accordingly. In event that we do not accept this type of Booking then it is with regret, that the Booking may be cancelled, and cancellation fees may apply. It is the Guest’s responsibility to enquire with The Hop Garden and/or check on our website beforehand to make sure that this type of Booking is permitted. Hen and stag parties may be permitted depending on the Guest’s plans and it is the The Hop Garden’s discretion to accept these plans. For instance, no amplified music is allowed outside. The Hop Garden is not the space for a raucous party.
15. Maximum Numbers
Please note that except by prior arrangement confirmed in writing, only the number of persons specified on a booking confirmation may occupy a property. The Hop Garden reserves the right to refuse admittance or revoke a Booking if this condition is not observed and you are unlikely to receive any refund.
16. Your Responsibilities
16.1 Please note that you have a contract with us, Owner of the property. As such you are under a responsibility to behave in a proper, appropriate and legal manner whilst staying at the property with due respect to the Owner, the Property and other guests and their Property.
16.2 During the period of Covid-19 or any other pandemic it is also your responsibility to ensure that you are healthy and safe to travel and that you respect the safety of the The Hop Garden Team and any other guests by conforming to social distancing and other government guidelines relating to your stay.
16.3 You are responsible for informing us of any losses or damage to the property as soon as possible. Please note that you will be liable to pay us for any losses or damage to the property caused by you or a member of your party (except reasonable wear and tear).
16.4 You must also leave the property by the check-out time specified on your Booking which is 10am. If any guest behaves inappropriately or improperly (of which we will be the final judge on our Property), or illegally, we reserve the right to ask the guest and their party (at their discretion) to leave the Property before the end of the holiday period and/or refuse any future bookings from you. Any refund for so doing will be at the entire discretion of The Hop Garden.
16.5 We reserve the right to sue the guest for any loss, damage or injury caused to the Owner, the Property or to other guests and/or their property.
16.6 The Hop Garden only allows the Property for domestic and private use. 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. If you do wish to use the Property for a commercial purpose, please contact The Hop Garden.
17. Governing Law and Jurisdiction
These terms and conditions have been drafted in accordance with and are governed by English law and the courts of England and Wales have exclusive jurisdiction in relation to any and all disputes arising out of these Terms & Conditions.
In case of a discrepancy between these Terms & Conditions and any other The Hop Garden literature, these Terms & Conditions shall prevail.
19. Validity clause
In the event that a court finds that a condition in these Terms & Conditions is illegal or void, the illegal or void provision will be severed from the remainder of the Terms & Conditions, which will continue to be valid and have full force and effect.
20. Events beyond The Hop Garden’s control
If we are prevented or delayed from complying with any of our respective obligations under these Terms & Conditions or a contract for a Booking due to events or circumstances beyond our reasonable control, the inability or delay in performing those obligations will not be treated as a breach of these Terms & Conditions or a contract for a Booking. Examples of such events or circumstances include fire, flood and other disasters, strikes, trade disputes, lock outs, restrictions of imports or exports, riot, accident, disruption to energy supplies, civil commotion, acts of terrorism or war, pandemic (including Covid-19), any national/local/regional government restrictions.