Legal

Guest Booking Terms

Last updated: 4 May 2026

These terms apply when you enquire about or book a stay through Pet Retreat. They should be read with our Website Terms, Privacy Notice and any property-specific terms sent before booking.

Booking Model

Pet Retreat acts as a booking facilitator and disclosed agent for owners or property managers unless we state otherwise in writing. The accommodation contract is normally between you and the owner, host, manager or agency responsible for the property.

Pet Retreat may handle enquiries, guide pricing, booking administration, payment collection as agent, guest communications and service support. Pet Retreat is not responsible for supplying the accommodation unless expressly confirmed in writing.

Confirmed stays are holiday accommodation licences for the agreed dates only. They do not create a tenancy, assured shorthold tenancy, right to occupy beyond the booking, or security of tenure.

Lead Guest

The person making the enquiry or booking is the lead guest. The lead guest must be at least 18 years old, and some properties may require a higher minimum age. The lead guest is responsible for payment, accuracy of booking details, and ensuring every member of the party complies with these terms, property-specific terms, house rules and pet rules.

Pet Retreat or the owner may request guest names, ages, contact details and pet details before arrival. Changes to the guest list, visitors, pets or the nature of the stay must be requested in advance and may be refused or carry additional charges.

Enquiries Are Not Bookings

An enquiry does not reserve a property or create a booking. A booking is only formed when all required booking details are confirmed in writing and any required payment or deposit is accepted.

Do not make non-refundable travel arrangements until your booking has been confirmed in writing. Pet Retreat is not responsible for travel, transport or alternative accommodation costs arranged before confirmation or outside the booking.

Prices, Fees And Availability

Prices shown on the website are guide prices. Guide totals may include nightly rate, cleaning fee, pet fee, linen fee or other owner-supplied charges. The final price, payment schedule, cancellation terms, damage deposit and any property-specific charges will be confirmed before booking.

Availability shown on the website is based on current data, including owner-supplied calendar feeds where available. Availability can change and is not guaranteed until confirmed.

Payment And Non-Payment

Payment terms vary by property and will be confirmed before booking. Payments may include a deposit, balance payment, damage/cautionary deposit, pet fees, cleaning fees or other property-specific charges.

If Pet Retreat collects payment, it does so as disclosed agent or booking facilitator unless confirmed otherwise. If required payments are not received by the stated deadline, the owner or Pet Retreat may cancel the booking and apply the cancellation terms confirmed for that booking.

Cancellations And Changes

Cancellation and change terms vary by property and will be confirmed before booking. Cancellation requests must be made in writing and are effective only when received and acknowledged.

Refunds, date changes, guest changes and property changes depend on the confirmed booking terms, owner approval, availability and applicable law. Pet Retreat may charge reasonable administration fees where confirmed before booking.

For accommodation arranged for specific dates or a specific period, statutory cancellation rights that apply to some distance purchases may not apply in the same way. Your cancellation rights are therefore set out in the confirmed booking terms, subject always to rights that cannot be excluded by law.

We strongly recommend guests take out suitable travel insurance, including cover for cancellation, illness, travel disruption, pets, personal belongings and other risks relevant to the stay.

Owner Cancellations Or Property Unavailability

If an owner cancels, double-books, sells, withdraws or cannot provide a confirmed property, Pet Retreat will try to help communicate options. Where available, this may include alternative dates, an alternative property, or refund handling under the relevant owner terms.

Pet Retreat is not responsible for additional travel, event, catering, activity, lost holiday, inconvenience or consequential costs caused by owner cancellation or property unavailability, except where law does not allow that exclusion.

Guest Responsibilities At The Property

Guests must:

• Use the property for private holiday accommodation only.
• Not exceed the advertised or confirmed occupancy.
• Not hold parties, events, weddings, stag/hen groups, commercial activity, filming, subletting or visitor gatherings without prior written approval.
• Follow check-in, check-out, parking, noise, smoking, waste, hot tub, pool, fire, garden, pet and house rules.
• Keep the property and contents in good condition.
• Report damage, faults or urgent issues promptly.
• Leave the property reasonably clean and tidy.
• Allow owner, manager or emergency access where reasonably required for inspection, repair, maintenance, safety or emergency reasons.

Breach of these responsibilities may result in charges, deposit deductions, refusal of access, or termination of the stay without refund where permitted by the confirmed terms and applicable law.

Pets

Pets are allowed only where confirmed for the property and booking. Guests must disclose the type, number, size, breed and relevant needs or behaviour of pets when asked. Pet fees and pet-specific rules may apply.

Guests are responsible for pets, pet damage, nuisance, excessive cleaning, garden fouling, unauthorised pets and compliance with property rules. Pet-friendly properties are not necessarily modified or risk-free for pets.

Assistance dog and accessibility-related requests are handled carefully and should be raised as early as possible so the property can be assessed appropriately.

Facilities, Amenities And Local Area

Properties are generally self-catered unless stated otherwise. Starter supplies, toiletries, logs, towels, linen, equipment, hot tubs, pools, gardens, EV charging, broadband, mobile reception and local attractions vary by property and season.

Broadband, utilities, appliances, pools, hot tubs, heating, EV charging, local services and attractions may be interrupted, unavailable or subject to restrictions. Guests should ask before booking if a feature is essential.

Unless specifically confirmed, electric vehicle charging is not permitted from standard domestic sockets and may require prior approval and additional charges.

Complaints

If something is wrong with a stay, tell Pet Retreat or the property contact as soon as possible so there is a fair chance to investigate and help. Complaints involving safety, legal issues, refunds or disputes are escalated for human review.

You may be asked for photos, timestamps, messages, receipts or other evidence. Failure to report issues promptly may affect the ability to investigate or resolve them.

Liability

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, breach of statutory rights that cannot be excluded, or any liability that cannot lawfully be limited.

Pet Retreat is not the property owner or operator unless expressly stated. Owners and managers are responsible for supplying the accommodation and complying with applicable property obligations. Pet Retreat remains responsible for the booking facilitation services it provides with reasonable care and skill.

Subject to applicable law, Pet Retreat is not responsible for owner acts or omissions, property defects, guest conduct, local disruption, personal belongings, vehicles, pets, travel arrangements, loss of enjoyment, business losses, indirect losses, or losses that were not reasonably foreseeable.

If Pet Retreat is found liable in connection with booking facilitation, liability will be limited to the amount of Pet Retreat commission or booking/admin fee received for the relevant booking, except where law does not allow that limitation.