Contact Details

How to contact us: You can contact us in the following ways; by telephone on 07399159805 or 0191 406 5212, by email at info@coastcountryretreats.co.uk or holidaybookings@hensonpm.co.uk, or by writing to us at Henson House, Ponteland Road, Newcastle Upon Tyne, NE5 3DF.

How we may contact you: If we need to contact you, we will do so via telephone, email or writing, based on the contact information you have provided us with on booking.

   Our Contract with you.

Accepting your booking: A 50% deposit will be taken on any direct booking, card details will be taken from you and used to guarantee your stay. The remaining balance is 28 days before your arrival. We reserve the right to take payment from the card details provided at the time of booking. Bookings made through a third party may require 100% payment in advance. A confirmation will follow via email, or where email is not available, we can post it to you.

If we cannot accept your booking: In most cases we will notify you before your booking is finalised, however where there are extenuating circumstances that prevent us from fulfilling your booking, we will contact you in advance prior to your arrival time. In the very unlikely situation where your booking cannot be accepted you will not be charged.

Confirmation number: Each reservation has a unique booking number/code which is provided to you at confirmation. Confirmation numbers are provided regardless of whether you have a direct reservation or booked through a third party. We are able to locate your reservation more efficiently if you have this with you should you wish to discuss your booking.

Age: You must be at least 18 years of age to make a booking, or stay with us unless you are accompanied by someone over the age of 18. We are entitled to ask all guests to produce identification documents to prove their identity, nationality, and age and we may refuse to allow check in if suitable identification is not available for all guests.

Booking guarantee: You must provide a credit or debit card upon booking to secure your reservation. If you fail to provide us with one or it later comes to our attention that the card has been lapsed or cancelled, we reserve the right to cancel your booking immediately without notice. In this instance your deposit paid is non-refundable. We accept all Visa and MasterCard cards.

Requests: We strive to comply with all reasonable requests made in advance of arrival, however we cannot guarantee we will be able to fulfill any special requests made and these requests do not form part of the contract between you and Coast & Country Retreats.

Transferring this contract: This booking is unique to you, and you cannot transfer this booking to another person. We reserve the right to cancel the reservation without compensation to you if the lead guest is not present at check in, or if you cannot produce identification to prove you are the lead guest named during the booking process.

Our room prices.

Our prices: We operate a pricing model which means the rates can fluctuate based on the time of the year, day, and demand. The price paid at the point of booking is the price which will be committed to you during your stay and is inclusive of VAT. It will be confirmed and sent to you via email per Clause 2a.

Group bookings: Potential discounts could be applied on a case-by-case basis, see Clause 7. This is solely at our discretion and may not be available for every booking.

Our prices include: All bookings include VAT in the price. In the event of fluctuations in VAT rate then Coast & Country Retreats will absorb the price of VAT and the booking will remain the same price throughout. Most of our rates are on a self-catering basis however at times we may have offers or additional extras added into your reservation which will be confirmed in writing at the price quoted.

We must know: You are required to state the number of guests who will be staying in each cottage when submitting your booking request. Any alterations to number of occupants must be brought to our attention prior to arrival and agreed with a member of staff.

Your room: We will endeavour to keep the cottage held for the reservation the same on arrival and throughout your stay, however, we reserve the right to change the room allocated to you for another room that is of either equivalent or higher standard and you will not be entitled to compensation for the change. In extreme circumstances we may require you to move cottages during your stay and will endeavour to move you to a room of equivalent or higher standard without compensation.

We are dog friendly.

Dogs with us: Should you wish to bring your fellow four-legged-friends, you must notify us at the time of booking if you are bringing a dog(s) to ensure you allocated to a dog-friendly cottage. Should your plans change and you notify us later we may need to change your cottage and you will not be entitled to compensation for this change. If there are no dog friendly rooms cottage we reserve the right to cancel your booking at the point of discovery and the cancellation fees in Clause 6 may apply.

Restrictions: We do not allow dogs on the furniture or bedding. During your stay with us, or on departure should we find any damages or cleaning which could have been avoided, there may be a linen charge or charges for the damages added to your bill. There is a maximum of three dogs allowed per cottage.

Fee: Our dog supplement is £25.00 per dog per stay.

Cancellation and alteration.

Cancellation window for standard rate: You must cancel your booking within 48 hours of confirmation to be entitled to a refund.

Outside the cancellation window: If you cancel outside of the cancellation window but with more than 14 days’ notice in advance of your arrival, we will try to move your booking to another mutually convenient date (please note that charges may apply for bookings moved to higher price dates) or to resell your dates via advertisement on our social media channels, website, and other third-party sites. In the instance that we can resell your dates we will arrange a full refund, if the dates cannot be sold, or you cancel with less than 14 days’ notice then you will not be entitled to a refund.

How to cancel: Please call our team or send them an email explaining that you wish to cancel. Please ensure you provide all relevant details they request about your booking; they will confirm this cancellation via email.

Corporate and group bookings.

Terms: Any booking that consists of four or more cottages is regarded as a group booking and the provisions of this clause will apply instead of the provisions in clause 4.

Payments: We require a 100% non-refundable deposit at time of booking of the total reservation value. No later than 28 days prior to arrival, we require the confirmed number of guests in each cottage, their names, ages and tariff. It is the responsibility of the lead booker to ensure the balances are paid no later than 28 days before arrival. Failure to pay the balance on time could lead to potential cancellation of whole booking.

Cancellations: In the event of a cancellation, you must contact us no later than 15:00 on the day that is 28 days before your arrival date. Once the balance of the booking has become due under clause 5b above, you may not cancel the booking. If you try and cancel after this cut off point or do not arrive, the booking will be charged in full of the total reservation value inclusive of any package items or upgrades included in your booking. This charge is to compensate us for the cancellation and is not a charge for any service.

Smoking policy.

No Smoking: In line with current UK legislation we are an exclusively non-smoking establishment. Any guest who is found smoking inside the premises including their rooms, will be charged £100.00 which will be added to your bill to cover additional cleaning costs.

Triggering the fire alarm: In the event of the fire alarm being triggered due to smoking, a further £100.00 will be added to the bill to cover the costs of the fire brigade call out.

Our right: To keep our cottages up to their current standards, we reserve the right to charge guests the cost of rectifying damage which has been caused by the deliberate, negligent, or reckless acts of the guests to any property or structure.

Charging: If such damage is discovered during the stay, it will be brought to the attention of guests at the time to rectify. If such damage is discovered after departure, we reserve the right to charge the card used as a guarantee at time of booking. We can send an invoice for the costs to the lead guest’s registered email or postal address.

Our effort: We will try our best to rectify any damages to our property internally prior to contracting specialists to make the repairs, therefore making every effort to any costs that the guests would incur to a minimum.

Your conduct.

A promise: When the booking is made, the booker agrees to be held personally liable for the booking and is to be held to this contract.

Group bookings: Where there has been a single lead booker for multiple cottages, they agree to be liable for all cottages in the booking. Should the lead booker not wish to be liable for other cottages or guests, each guest in the party needs to contact the hotel directly to secure a guarantee and provide contact information.

Guarantee: Where the booker has supplied a credit or debit card as a guarantee, they hold liability for the cost of charges incurred during the stay. Online or over the telephone bookings must be secured either by using an acceptable valid credit/debit card, of which we take 100% at time of booking. If you don’t turn up for your booking, the full amount of the entire stay will be charged in full.

When we can end your stay. If you or any member of your party breaks the conduct rules set out above or any of the other provisions of the contract between us, we will have the right to:

Immediately end your booking and cancel any remaining part of your stay.

To require you and all your party to immediately leave the premises, including any car park or other land we own, or to eject you if you refuse to leave.

Remove any possessions that may remain in your cottage and (if you do not collect them within 7 days) to dispose of them without any liability to you; and/or

To prohibit you from coming to any of our venues in the future, either to stay or for food and/or drinks.

Arrival & Departure.

Parking: The parking available differs from cottage to cottage. Details of this should be requested in advance however where there is not designated private parking there are multiple options in the area.

Check in: As standard practice, our bedrooms will be available for use from 17:00 

Departure: Rooms should be vacated, and all room keys returned to us by 11:00 on the day of your departure.

Marketing

At the time of collecting your personal information, we will ask for your consent to email you our marketing communications. If you say no, we will make a note of this on your profile and, unless you notify us to the contrary at a later date, only send you information relating directly to your enquiry or booking.

If you say yes, you can change your mind at any stage by clicking on the unsubscribe link at the bottom of our promotional emails. If you prefer, you can email your request to info@coastandcountrystays.co.uk, or call us on 0191 406 5212.

As part of agreeing to receive marketing material from Coast and Country Stays, this may also involve receiving promotional information from our sister companies, Beadnell Towers and Beach House Hotel.