Booking Ts&Cs.

The Boring But Important Stuff

The terms and conditions of this short stay booking agreement are a binding agreement made between the parties: Hello Ted Ltd. Hello Ted act as a managing agent on behalf of the owner of the property. and The Guest, as shown on the Booking Form, you The Guest agree to these terms and conditions as an individual but also on behalf of all the members of your party who stay with you at the property or visitors invited by you, whether you are booking the property for yourself or on behalf of another person/s. In respect to: The Property, is at the address shown on the Booking Form.
1. Holiday Let Booking Agreement To Occupy A Property For The Purpose Of A Holiday:
You, The Guest are granted a licence to occupy the property which is a holiday property and is only to be used by you as holiday accommodation. The property is not to be used as the main principal home of the Guest; You, the Guest, will not by your occupation of the property have any claim or entitlement to a tenancy (assured shorthold, assured or any other type) of the property. You the Guest will not be or become a tenant of the property and no statutory security of tenure exists now or after your occupation has ended. If you or any member of your party fails to vacate at the end of the period you will be charged the appropriate accommodation charges for the continued period of occupation. No persons other than the guests have the right to use the apartment. These conditions constitute an excluded agreement under S(3A)(7)(a)of the Protection from Eviction Act 1977 (as amended) and cannot be construed as an assured tenancy under the Housing Act 1988 (as amended).

2. Payment Methods
The accommodation payment can be made either in its entirety at the point of booking or in two payments as set out below:
o Initial Payment - 50% of accommodation costs payable upon booking. This payment is non-refundable in the event of a cancellation or if the balance payment is not made.
o Balance Payment - 50% of accommodation costs payable 1 month (or earlier) prior to your Arrival Date.
If payment does not reach Hello Ted within the time period specified above, Hello Ted reserve the right to cancel any booking made.
2.1 Additional Information Relating to Payments and Bookings
o Payments can be made via our secure online payment processing system or via BACS
o A card registered in the name of the Guest must be used as this provides an identity check.
o Hello Ted requires details of all persons in your party who will be occupying the property during the letting period, including names and ages. Bookings will not be confirmed by Hello Ted until this detail has been received. If additional guests are joining and/or leaving between the booking dates, we also require their names and ages and on which nights they will be staying. Only persons named within the booking are authorised to stay at the property.
o By making the Initial Payment to secure the booking, you are confirming that you have read, understood and agree that you and any accompanying guests staying at the holiday accommodation shall be bound by these terms.
Hello Ted regrets that we cannot accept (or will only accept, at our discretion) bookings from;
o Stag and/or Hen Parties
o Groups where all Guests are under the age of 25 (in particular, for houses/areas where there have been reported anti-social issues) o Parties where the majority of the members are under the age of 25 (in particular, for houses/areas where there have been reported anti-social issues) with the exception of families or supervised groups;
o Large same sex groups

3. Services Included
3.1 Utilities
All costs for gas, electric, water, and Council Tax accrued in respect to the Property, during the Guest's stay at the property are included within the nightly rate.
3.2 Cleaning
The property will be cleaned on a weekly basis or as agreed, including a change of bed linen and bath towels. The cleaning service is a general clean of the property.
3.3 Furnished & Equipped
The property is provided to the Guest furnished and equipped for their occupation.
3.4 Internet
If WiFi internet is included then full connection details are held in the property folder left at the serviced property.
3.5 Telephone
No telephone service is provided.
3.6 Keys
The Guest will be provided with Keys and if required access fobs. Unfortunately, we cannot provide additional sets of keys. If keys or fobs are lost or stolen the Guest is liable for the full replacement costs.
3.7 Car Parking
Where the property is offered to the Guest with the benefit of car parking, the Guest will be advised of a designated car parking space. The guest must not park a vehicle in any other car parking space other than the designated parking space made available to the Guest. Some developments operate car park management services which could result in the Guest's car if improperly parked to receive a fine or to be impounded.
3.8 Repairs & Maintenance
If a non-urgent repair or maintenance issue occurs, they will be dealt with by Hello Ted or our contractors. Non-urgent maintenance issues must be notified via email or telephone and will attended to at a mutually convenient time. Hello Ted should give The Guest 24 hours’ notice that access to the property is required. In the unlikely event that an emergency repair is needed to prevent further damage occurring, then the property owner will require immediate access.
Hello Ted are not to be held liable for any interruption of the above services, for whatever reason.

4. Security Deposits
4.1 Payment of security deposit
Every property booking requires a refundable, security deposit to be paid by the Guest as a deposit towards any damage, loss or loss of rental suffered by the Owner as a result of the conduct of a Guest or any member of the Guest’s party or other person authorised to enter the property by the Guest or a member of the Guest’s party.
The security deposit amount will vary from property to property as the amount is determined by each property Owner. The security deposit amount will be confirmed when you make your provisional booking. If the Owner reasonably requires an increased security deposit after the booking has been confirmed, Hello Ted will notify the Guest at the earliest opportunity. Any such increase shall be proportionate to the nature of the booking and accommodation.
Guests are required to pay the security deposit (in cleared funds) at the time of making your final payment (either 1 month before the start date of the letting period or, if the booking is made less than 1 month before the start date of the letting period, at the time of booking).
4.2 Guest liability for property loss, damage and condition of property on departure
Whilst ordinary and fair wear and tear is expected and allowance made for such, all Guests are liable for loss and damage caused to the rented property and/or its contents (and for any loss of rental income suffered by the Owner as a result of any such damage) to the full value of the Owner’s loss, which shall be deducted from the security deposit at the Owner’s discretion.
Guests must also leave the rented property in a clean and tidy condition at the end of the letting period and will be liable for the costs associated with any additional cleaning required at the property if this requirement is not complied with. Guests must be aware that the security deposit does not limit your liability to the Owner against loss and/or damage and/or loss of rental income suffered by the Owner. Guest liability for losses applies even if the value of the loss exceeds the security deposit amount (in which case Guests will be liable to pay for the full amount in excess of the security deposit).
We strongly recommend that Guests take out holiday insurance that, in addition to protecting against cancellation costs and unforeseen circumstances etc., protects Guests in the event of liability incurred against (and in addition to) the security deposit.

5. Further Charges For Beyond Fair Usage
The security deposit will also cover any further costs caused by The Guest or his or her visitor/s. These costs will be deducted from the security Deposit held or from the debit/credit card supplied, any security Deposit balance remaining after such deductions have been paid and cleared through our bank will be refunded to you, along with a written statement itemising any further costs. It is unlikely that Hello Ted will be asked by the property owner to charge the Guest for further costs that have occurred during the Guest's occupation and that are seen reasonably to be beyond the fair usage of the property. Keys and fobs for example often have to be ordered via a block management company and can be expensive to replace if lost. The properties booked by Hello Ted are self-catering and self-service, and do not include reception services and any out of hours services will be arranged via Hello Ted. The Hello Ted office is open Monday to Friday 9:00 – 17:30.

5.1 Further Charges
Hello Ted list below some examples of possible further charges, this is not an exhaustive list, and does not limit the property owner to make other further charges not included in this Booking Agreement:
o Loss or damage to the fabric of the property or its fixtures, fittings and contents.
o Cleaning over and above reasonable usage. £20 per hour plus vat
o Remove stains to carpets, upholstery, or mattresses – a specialist company will be used
o Specialist cleansing charges will apply where the Guest or their visitor/s have smoked inside the serviced property. - £300
o Lost keys, fobs or access cards - £50 - £400 depending on which building
o Out of Hours charge for locked out Guests £100 (if available)
o Damages or missing items – These will be individually priced

6. Guest Conduct
The Guest is expected to comply with any regulations for use of the property. These are available on arrival usually in the Property Folder, found in the property. If any guest breaches any of these conditions or regulations, Hello Ted or the property owner reserve the right to request that the Guest vacate the property immediately without refund.
6.1 Smoking
Smoking is not permitted inside the property or in the communal areas of the property.
6.2 Parties and Events
The guest understands that no parties are permitted in any of the properties managed by Hello Ted. We retain the right to terminate your accommodation services, on the spot, where you are found to be in breach of this policy. Where the accommodation services have been terminated as a result of this breach, there will be no refunds provided under any circumstances.
6.3 Pets
Pets or any animal of any sort are not allowed at the property unless agreed by the property owner and shown on your booking form, prior to your booking being accepted. Where pets are permitted, they must not be left inside the property unattended, nor allowed on any furniture and will not be allowed upstairs if applicable or into bedrooms.
6.4 Nuisance
The Guest should act as a reasonable householder, and not cause a nuisance to neighbours. The most common consideration is unreasonable noise levels especially late at night. We employ a strict no noise policy between 23:00 – 7:00 as per The Shared Regulatory
Service. 6.5 Damage and Breakages
The Guest should keep the furniture, fixtures, fittings and equipment provided in the property in the same condition as found on arrival. The Guest has an obligation to notify Hello Ted of any damage or breakages that occur during the Guest's stay at the property. If found to beyond fair usage then the Guest will be charged the full cost of replacement, repair, or cleaning.
6.6 Cleaning
The Guest should keep and leave the serviced property in a reasonable state of cleanliness. The property will receive a general clean before and at the end of the Guest's occupation, however, further charges may be made to the Guest for any extra cleaning or specialist cleaning required to return the apartment to the same state as found at the start of the Guest's occupation.
6.7 Remove Your Personal Effects
The Guest on the departure date should remove all of their possessions from the property. Any items found after the Guest has vacated will be kept for up to 3 months after the departure date. Email: info@helloted.co.uk

7. Arrival and Departure Times
The property is not available until 3pm on the day of arrival You, the guest must vacate the property by 10am on the day of departure. If a Guest (or their guests) fails to vacate the property or associated land by this time, Hello Ted reserve the right to deduct an amount equal to the scheduled nightly rate from the security deposit to cover the extra period of occupation and any extended or delayed cleaning arrangements caused by the delay.

8. Keys
8.1 Key Collection
You the Guest will be given Key collection details prior to your arrival. Many of our properties are accessed by key safes and you will be given a code to enter the property.
8.2 Key Return
Instructions will be given to you to leave the keys in the key safe.

9. Changes, Extensions and Cancellations
All notification of extensions and cancellations must be made by telephone or email to our office.
9.1 Changes
All changes of arrival or departure dates are subject to availability.
9.2 Extensions
Hello Ted cannot guarantee that the Guest will be able to extend their occupation of the property beyond the dates initially booked. We will always try to accommodate your requests to extend your stay, but your request will be subject to availability.
9.3 Cancellation Policy
In the event of a cancellation, Hello Ted will employ the following cancellation charges;
o More than 21 days’ notice: Full refund, less the first nights’ accommodation charges which will be deducted and retained from the total
o Less than 21 days’ notice: No refund will be given
No refunds can be given to the Guest where the Guest arrives later or departs earlier than the Arrival or Departure Date shown on the Booking Form.
If for any reason, beyond the control of Hello Ted and/or the Owner, the property becomes unavailable for example because of flood, fire damage or other circumstances, Hello Ted will notify you as soon as possible. Hello Ted will, where possible, try and provide alternative accommodation for you, although unfortunately we cannot guarantee that we will be able to find a suitable alternative for you. If no alternative is available, or if you choose not to take the alternative property offered to you, Hello Ted will cancel your booking and a full refund will be provided to you.

10. Insurance
Hello Ted are not responsible for the theft or damage of your personal belongings during your stay in any property. The Guest is advised to take out appropriate insurances for their personal belongings. The Guest should take out appropriate travel insurance if they wish to also cover accommodation cancellation fees and medical costs.

11. Website
Hello Ted ensure that the content of our website is correct but it is subject to amendment at any time without notice. All content on our website is published in good faith but you acknowledge that we cannot check the accuracy of all information provided by our property owners for whom we act as a Managing Agent. Given the above factors, we do not warrant that any of the content on our website accurately or completely describes any of the apartments.
If any given facility is of particular importance to you, we recommend you checking that the Property provides it, prior to booking.

12. Liability
12.1 Liability to you
Hello Ted is responsible to you for loss and damage caused by us if we fail to use reasonable care and skill whilst acting in our capacity as agent between you and the Owner. Hello Ted does not exclude or limit in any way our liability (or the liability of Owners) to Guests where it would be unlawful to do so.
This includes;
o Our liability for death or personal injury caused by Hello Ted’s negligence or the negligence of our employees; or
o The Property Owner’s liability for death or personal injury caused by the Owner’s negligence or the negligence of its employees; or
o For fraud or fraudulent misrepresentation; or
o For breach of your legal rights in relation the Owner’s contract with you.

12.2 Where we are not liable
Other than the exceptions set out above, Hello Ted will not be liable for any act, neglect or default on the part of the Owner or any other person not within their employ or otherwise under their control for any accident, damage, loss, injury, expense or inconvenience whether to personal property which the Guest or any other person may suffer or incur arising out of or in any way connected with the occupation of the property unless Hello Ted has been negligent (such as by failing to use reasonable care and skill). In addition, Owners and Hello Ted accept no liability for loss or damage to Guests’ possessions on the Owner’s property or land.

12.3 Business use Liability
Each property is provided for Guests’ personal enjoyment only. Neither Hello Ted nor the Owner are liable for business losses. If a Guest uses the property for any commercial or business purpose, neither Hello Ted nor the Owner will have any liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

13. Health and Safety
On arrival, you should familiarise yourself with the layout of the property and any communal areas. Fire emergency action signage is usually shown on the back of the property's entrance door, this will detail the evacuation route for you to take in the event of a fire.

14. Complaints Procedure
In the event of there being cause for complaint concerning the property, the matter should be taken up with Hello Ted at once. It is important that this is done whilst you are still at the property so that an on the spot investigation can be made if necessary, and remedial action taken if required.
In no circumstances, will compensation of any kind be considered for complaints raised after the holiday has ended, where the holiday makers have not informed Hello Ted of the issue, therefore disallowing them the opportunity of investigating the complaint and endeavouring to remedy matters during the holiday.
Hello Ted take their customer service very seriously and work hard to meet your complete satisfaction. If you have a complaint or wish to offer some helpful feedback then please contact our office via;
Email: info@helloted.co.uk Post: Hello Ted, 12 Sneyd Street, Pontcanna, CF11 9DL

15. Privacy Statement
We may use your contact details to let you know about offers and deals or events occurring in Cardiff that might be of interest. If you do not want us to contact you please opt out by email to info@helloted.co.uk

16. Legal Jurisdiction
These conditions shall be governed by and in accordance with the laws of England & Wales.

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