Hidden Hill, Terms and Conditions

Hidden Hill Terms and Conditions

1. About these Terms

These Terms and Conditions apply to all bookings for accommodation at Hidden Hill. By making a booking, the Lead Guest confirms that they have read, understood and agreed to these Terms and Conditions on behalf of all persons included in the booking.

In these Terms and Conditions:

“Hidden Hill”, “we”, “us” and “our” means the owner/operator of Hidden Hill;
“Lead Guest” means the person making the booking;
“Guest” or “Guests” means all persons staying at the property under the booking;
“Property” means the accommodation and any permitted areas at Hidden Hill.

Hidden Hill Terms and Conditions are made available to you before payment is taken. By proceeding with your booking and ticking the relevant box at checkout, you confirm that you agree to these Terms and Conditions.

2. Booking Eligibility and Guest Details

The Lead Guest must be aged 18 or over at the time of booking and must stay at the Property for the duration of the booking.

The Lead Guest must provide the full names and ages of all Guests at the time of booking. Any request to change the guest list must be made in writing before check-in. Hidden Hill may refuse such changes where reasonably necessary for operational, insurance, licensing, safety or capacity reasons.

The number of Guests staying at the Property must not exceed the number stated in the booking confirmation.

3. Making a Booking and Payment

A booking may be secured either by payment in full or by payment of the deposit amount stated at the time of booking.

If a deposit is paid, the balance is due no later than 8 weeks (56 days) before the arrival date.

Bookings made within 8 weeks of the arrival date are payable in full at the time of booking.

If the balance is not received by the due date, Hidden Hill may cancel the booking and retain the deposit, subject always to applicable consumer law and these Terms and Conditions.

The Lead Guest is strongly advised to obtain suitable travel or holiday insurance before making a booking.

4. Booking Confirmation and Contract Formation

A booking is only confirmed once Hidden Hill has issued a booking confirmation email to the email address provided by the Lead Guest.

A binding contract is formed when Hidden Hill sends the booking confirmation email.

It is the responsibility of the Lead Guest to provide accurate contact details and to check the booking confirmation carefully. Any discrepancy or error must be notified to Hidden Hill as soon as reasonably possible.

Where a booking is secured by deposit, the booking remains subject to payment of the balance by the due date.

Bookings are personal to the Lead Guest and are not transferable without Hidden Hill’s prior written consent.

The Property may only be occupied by the Lead Guest and the approved Guests named in the booking. The booking must not be assigned, resold, sub-let or otherwise transferred to any third party without Hidden Hill’s prior written consent.

If the booking is purchased as a gift for another person or group, Hidden Hill must be informed before booking. The person who will stay at the Property as Lead Guest shall remain responsible for the booking and for compliance with these Terms and Conditions.

5. Price

Prices displayed on the website may be changed at any time before a booking is confirmed.

The price confirmed in your booking confirmation email or confirmation invoice is the price payable for your booking.

Unless expressly stated otherwise, the booking price covers accommodation only. Any additional products, packages, extras, experiences or services requested by the Lead Guest may incur additional charges, which will be confirmed at the time of booking or request.

If the guest uses any additional extras prior to paying for them, the lead guest will be liable and billed accordingly. If the lead guest fails to pay the invoice within 48 hours, Hidden HIll will seek to recover the original cost plus any additional costs of payment recovery.

6. Grace Period

After placing your booking, a grace period of 2 hours applies to allow you to review these Terms and Conditions. During this 2-hour period, the Lead Guest may cancel or amend the booking and receive a refund of sums paid, less any non-refundable third-party payment processing charges incurred by Hidden Hill and an administration fee of £25.

After the 2-hour grace period has expired, the cancellation terms set out below shall apply.

7. Security / Damage Deposit

All bookings are subject to a refundable security deposit of £150, payable by bank transfer no later than the day before arrival, unless otherwise agreed in writing.

The security deposit will be returned within 7 days of check-out, subject to bank processing times, provided no chargeable damage, loss, exceptional cleaning, other chargable costs, or other breach of these Terms and Conditions has occurred.

If Hidden Hill proposes to make any deduction from the security deposit, Hidden Hill will notify the Lead Guest and may provide reasonable supporting evidence, which may include photographs, invoices, quotations or cleaning records.

If the Lead Guest does not receive the returned deposit, or any communication regarding deductions, within 7 days after check-out, the Lead Guest must notify Hidden Hill within a further 7 days.

Where the cost of damage, loss, cleaning, repair or other loss caused by the Guests exceeds the amount of the security deposit, Hidden Hill will invoice the Lead Guest for the balance. The Lead Guest must pay such invoice within 7 days of receipt. Hidden Hill reserves the right to recover any unpaid sums through legal proceedings.

8. Cancellations by the Guest

Any cancellation must be notified by the Lead Guest in writing by email.

If the Lead Guest cancels after the 2-hour grace period, the following cancellation charges will apply:

cancellations made 12 weeks or more before the arrival date: Hidden Hill will refund sums paid less 20% of the full booking price;
cancellations made 8 weeks or more before the arrival date but less than 12 weeks before arrival: 30% of the full booking price will remain payable;
cancellations made less than 8 weeks before the arrival date: no refund will be payable.

Where Hidden Hill is able to re-let the cancelled dates, Hidden Hill may, at its discretion, reduce the cancellation charges.

If a deposit has been paid and the balance is not received by the due date, Hidden Hill may treat the booking as cancelled by the Lead Guest and retain the deposit.

Any request to move a booking or process an exceptional refund outside these Terms and Conditions is entirely at Hidden Hill’s discretion and, if agreed, may be subject to an administration fee of £50.

9. Cancellations by Hidden Hill

Hidden Hill reserves the right to refuse or cancel a booking where reasonably necessary, including where:

payment is not received when due;
the Lead Guest or any Guest is in breach of these Terms and Conditions;
the booking was made fraudulently or with misleading information;
Hidden Hill reasonably believes the booking may cause damage, nuisance, risk, or disturbance; or
Hidden Hill is prevented from honouring the booking for operational, safety or other reasonable grounds.

Where Hidden Hill cancels due to the fault or breach of the Lead Guest or any Guest, any refund will be determined in accordance with the cancellation terms above.

Where Hidden Hill cancels for reasons not caused by the Lead Guest or any Guest, Hidden Hill will refund all sums paid for the booking and no administration fee will apply.

If Hidden Hill cancels your booking for reasons not relating to Force Majeure and not caused by any act or omission of the Lead Guest or Guests, Hidden Hill will offer a full refund within 30 days of cancellation or as soon as reasonably practicable.

10. Force Majeure

Hidden Hill shall not be liable for failure to perform, or delay in performing, its obligations where such failure or delay results from events beyond its reasonable control, including but not limited to war, terrorism, civil unrest, industrial disputes, flood, fire, severe weather, epidemic, pandemic, government restrictions, utility failure, or other similar events (“Force Majeure”).

If Hidden Hill is prevented from fulfilling the booking due to Force Majeure, Hidden Hill may cancel the booking and will offer either:

alternative dates, subject to availability; or
a refund of sums paid for the affected stay, less any costs which Hidden Hill is legally entitled to retain.

Hidden Hill shall not be responsible for any indirect or consequential losses suffered by the Lead Guest, such as travel costs, loss of enjoyment, loss of income, or other associated expenses.

The Lead Guest is strongly advised to obtain adequate travel or holiday insurance.

11. Booking Amendments

Requests to amend booking dates within 8 weeks of the arrival date will not normally be permitted. If the Lead Guest is unable to proceed with the booking, this will be treated as a cancellation and the cancellation terms above will apply.

Any request to amend a booking is subject to Hidden Hill’s prior written agreement and may be refused.

12. Breach of Booking Conditions

Hidden Hill may cancel a booking, refuse check-in, or require Guests to leave the Property immediately where Hidden Hill reasonably believes that the Lead Guest or any Guest has committed a breach of these Terms and Conditions, engaged in illegal activity, caused or is likely to cause nuisance or disturbance, behaved abusively or dangerously, or placed any person or property at risk.

If such breach occurs before or during the stay, no refund will be provided. Hidden Hill will further seek compensation where necessary.

Hidden Hill reserves the right to refuse future bookings from any person who has breached these Terms and Conditions, whether or not a later booking is made in the same name.

13. Arrival and Departure

Check-in is from 4:00pm on the day of arrival and check-out is by 10:00am on the day of departure, unless otherwise agreed in writing.

If the Lead Guest expects to arrive after 8:00pm, they must notify Hidden Hill in advance.

Check-in is required by 9:00pm, unless agreed prior.

If the Lead Guest fails to arrive on the arrival date and has not contacted Hidden Hill, Hidden Hill may treat the booking as a no-show, cancel the booking and retain sums paid in accordance with these Terms and Conditions.

Guests must leave the accommodation in a reasonably clean and tidy condition on departure.

If Guests fail to vacate the Property by the agreed check-out time without Hidden Hill’s prior written agreement, Hidden Hill may charge for the additional time reasonably incurred, including any resulting cleaning, staffing, compensation to incoming guests, or additional overnight charge where applicable.

Hidden Hill reserves the right to request proof of identity from the Lead Guest or any Guest at check-in, including a valid passport or driving licence.

For security reasons, The Lead Guest must provide the car registration prior to entry.

Hidden Hill will provide access instructions to the Lead Guest, on the day of arrival. For security reasons, all guests are required not to share this information with any other person or party.

Hidden Hill reserves the right to enter the Property without prior notice where reasonably necessary in an emergency or where urgent maintenance, inspection, repair or safety action is required. Where possible, Hidden Hill will give prior notice.

14. Guest Behaviour

Guests are granted the right to occupy the Property only for the booked holiday period and for no other purpose.

Children and babies remain the responsibility of the accompanying adult Guests at all times and must be supervised at all times.

Guests must behave in a lawful, safe and respectful manner towards Hidden Hill, the Property, neighbours, other guests and any third parties.

Guests must keep noise, music and amplified sound to a reasonable level at all times and to a minimum between 10:00pm and 7:00am, with particular regard to neighbours and the rural setting.

If any Guest behaves illegally, dangerously, abusively, or in a manner that causes or is likely to cause nuisance, damage or disturbance, Hidden Hill may require that Guest and/or the whole party to leave the Property. Any refund in such circumstances will be determined in accordance with these Terms and Conditions.

Hidden Hill reserves the right to recover from the Lead Guest any loss, damage, cost or injury caused by any Guest in the booking party.

15. Breakages, Damage and Missing Items

Guests must take reasonable care of the Property and its contents.

Any damage, breakage, loss or defect occurring during the stay must be reported to Hidden Hill as soon as reasonably possible.

Minor accidental breakages may not be charged at Hidden Hill’s discretion. However, failure to report damage or breakage may result in a charge where that failure causes additional loss, cleaning, repair cost or administrative time.

Guests must not remove from the Property any furnishings, equipment, utensils, soft furnishings, decorative items, consumables provided for use during the stay, or any other item belonging to Hidden Hill. Missing or removed items may be charged at reasonable replacement cost.

Hidden Hill may deduct appropriate sums from the security deposit or invoice the Lead Guest for the reasonable cost of repair, replacement, cleaning or administration arising from damage, missing items or unreported breakage.

16. Noise and Environment

Hidden Hill is located within a small hamlet in a rural setting surrounded by agricultural land, woodland and residential properties. Hidden Hill is not responsible for noise, disturbance or activity arising from neighbouring land, nearby properties, wildlife, farming, weather or other matters outside Hidden Hill’s reasonable control.

Guests must dispose of litter, rubbish and recycling responsibly using the bins and facilities provided.

17. Additional Cleaning

Standard cleaning and laundry for normal use are included in the booking price.

Guests must leave the Property and its contents in a reasonably clean, tidy and orderly condition.

If additional cleaning is required as a result of the condition in which the Property is left, including excessive washing up, soiling, staining, misuse of fixtures and fittings, smoking, pet-related cleaning, or additional laundry, Hidden Hill may charge for such work at a rate of £30 per hour.

Accommodation left in an excessively dirty, stained, smoky or otherwise inappropriate state may be subject to additional cleaning, repair or replacement charges.

Hidden Hill may deduct such charges from the security deposit and/or invoice the Lead Guest following the stay.

18. Number of Guests and Visitors

The number of Guests staying at the Property must not exceed the number stated in the booking confirmation.

Hidden Hill may refuse entry to, or require the immediate departure of, any unauthorised person.

If the maximum permitted occupancy is exceeded without prior written agreement, Hidden Hill may require the entire party to leave immediately and no refund will be payable.

Day visitors are not permitted unless Hidden Hill has given prior written consent.

Unauthorised cars are not permitted.

Unauthorised persons on site may result in immediate cancellation of the booking and all Guests being required to leave the Property without refund.

19. Pets

Pets are not permitted at Hidden Hill unless expressly agreed in writing in advance.

If a Guest brings a pet without prior written permission, Hidden Hill may refuse accommodation or require the Guest and their party to leave the Property. No refund will be payable in such circumstances.

Any costs due to the presence of pets at Hidden Hill, will be charged to the Lead Guest.

20. Candles, Fires and Safety Equipment

Candles, naked flames and fireworks are not permitted anywhere on the Property.

The only fires permitted are those specifically provided by Hidden Hill for use with the internal log burner, hot tub burner and kadai oven, and these must be used strictly in accordance with the instructions provided.

No fire or burner may be left unattended. If a Guest is unsure how to use any appliance or fire-related equipment safely, it must not be used until guidance has been obtained from Hidden Hill.

Guests must not bring hazardous, flammable or dangerous materials onto the Property and must not tamper with any fire alarm, smoke detector, carbon monoxide detector, extinguisher or other emergency or safety equipment.

21. Woodfired Hot Tub, Wood Burner and Kadai Oven

Guests must read and follow all instructions relating to the wood-fired hot tub, wood burner and kadai oven, and must seek advice from Hidden Hill where needed. Guests must not use such equipment unless they feel competent to do so safely.

A fair use policy applies to the amount of wood supplied for burners and cooking facilities.

22. Hot Tub Use

Use of the hot tub is limited to Guests aged 14 and over. Children must be supervised at all times by a responsible adult when in the vicinity of the hot tub.

Guests use the hot tub at their own risk.

If any Guest has a medical condition or other health concern that may be affected by hot tub use, including pregnancy, high blood pressure, heart conditions, skin sensitivities or open wounds, that Guest should not use the hot tub unless they have taken appropriate medical advice.

Guests must shower before entering the hot tub. Sun cream, tanning products, lotions, oils, deodorant, makeup, fake tan, sand and similar substances may damage the hot tub or affect hygiene and water quality. Hidden Hill may charge for additional cleaning, drainage, repair or maintenance required due to misuse.

Failure to comply with the hot tub rules may result in deductions from the security deposit and/or additional charges.

23. Smoking and Vaping

Smoking and vaping are strictly prohibited inside the accommodation, including all sleeping areas, living areas and bathrooms.

Smoking and vaping are permitted only in designated outside areas, if any, and all cigarette ends, ash, vaping materials and related waste must be disposed of safely and responsibly.

Where smoking or vaping inside the accommodation causes odour, staining, damage, specialist cleaning requirements, cancellation loss or other cost, Hidden Hill may deduct the reasonable cost of such loss from the security deposit and/or recover further sums from the Lead Guest where necessary.

Guests who breach this clause may be required to leave the Property immediately without refund.

24. Utilities, Services and Wi-Fi

If any utility or service fails during the stay, including water, heating, electricity, Wi-Fi or drainage, the Lead Guest must notify Hidden Hill as soon as reasonably possible.

Hidden Hill will use reasonable endeavours to restore the relevant utility or service as quickly as reasonably practicable.

If any failure of utility or service occurs before arrival, Hidden Hill will notify the Lead Guest as soon as reasonably possible.

Any Wi-Fi or internet access provided at the Property must be used lawfully and responsibly. Guests must not use it to access, download, transmit or distribute unlawful, offensive or obscene material, or to infringe the rights of any third party.

Guests may use personal electrical items at the Property at their own risk, provided they are in good condition, used safely, and switched off when not in use. Hidden Hill reserves the right to prohibit use of any item that appears unsafe.

Hidden Hill shall not be liable for utility or service failures caused by events outside its reasonable control, but this does not affect any rights the Lead Guest may have under applicable law.

25. Liability

Guests are responsible for taking reasonable care of themselves, their children, their belongings and any persons for whom they are responsible during their stay.

Children must be supervised by an adult at all times.

All outbuildings and private areas not designated for guest use are out of bounds. Entry into restricted or private areas may result in immediate cancellation of the booking and removal from the Property without refund.

The Property and surrounding land may include uneven ground, steps, low lighting, slippery surfaces, natural water features and other rural hazards. Guests must ensure the Property is suitable for their needs before booking and must take appropriate care during their stay.

Hidden Hill is not responsible for theft of, or damage to, personal belongings, bicycles, vehicles or other personal property, unless caused by Hidden Hill’s negligence.

Nothing in these Terms and Conditions excludes or limits Hidden Hill’s liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other liability which cannot lawfully be excluded or limited.

Subject to the paragraph above, Hidden Hill shall not be liable for any indirect or consequential loss, or for loss of enjoyment, travel costs, accommodation elsewhere, loss of income or other associated expense, unless caused by Hidden Hill’s breach of contract or negligence.

26. Travel Insurance

The Lead Guest is strongly advised to obtain suitable travel or holiday insurance for all guests in the group, to cover cancellation, curtailment, injury, accidental damage, loss, theft and other foreseeable risks associated with the stay.

27. Gardens

The gardens and pool are private and are not included in the accomodation booking.

Guest access is only permitted in the private gardens when Hidden Hill has expressly confirmed guest use, and only after the guest has agreed to and paid the charge set by Hidden Hill.

Guests who use the private gardens as an added extra, can do so only between the hours of 9am and 9pm. The Pool is open between 9am and 7pm.

Any areas shared with the owners or the owners’ guests remain subject to the owners’ control and may be withdrawn from access at any time.

Hidden Hill maintains access rights at all times.

Where Hidden Hill permits use of any outdoor area or land, Guests do so at their own risk.

28. Parking and Access (including Accessibility)

Guests must use designated parking and access routes only and comply with any instructions given by Hidden Hill.

Access routes and outdoor areas may be steep, narrow, uneven, muddy or slippery, especially in adverse weather, and Guests are responsible for taking appropriate care.

Parking is limited to the number of vehicles agreed at the time of booking unless otherwise agreed in writing.

Before arrival, the Lead Guest must provide Hidden Hill with the registration number of the vehicle that will enter the site. The Lead Guest is responsible for ensuring this information remains accurate and for promptly notifying Hidden Hill of any change before the vehicle enters the site.

Due to the nature of the style of accommodations and location within and of the site, there are accessibility restrictions.

These include but are not limited to the following:

There are steps to get into the accomodations.

There are steps to get into the hot tub.

The Horsebox Bathroom is accessed through a small side door.

Parking is at the bottom of a gradual hill and approximately 1-2 minutes walk to accomodations, via gradual uphill gravel paths. There are no hand rails.

If any of the party has any accessibility requirements, the lead guest must ensure that this is discussed with Hidden Hill prior to booking.

29. Photography, Videography and Drones

Guests must not use drones anywhere on or above the Property or surrounding land.

Guests may take photographs and videos for personal use only from within the enclosed guest area.

Any commercial photography, filming, videography, content creation or publication requires Hidden Hill’s prior written permission.

Hidden Hill does not give permission for commercial use of any images or footage relating to the Property, its grounds or wider premises. Permission must be sought and agreed in writing.

30. Third-Party Services and Recommendations

Any recommendations made by Hidden Hill in relation to third-party services, activities, experiences, restaurants, transport or other suppliers are provided for convenience only.

Any contract for such services is between the Guest and the third party concerned, and Hidden Hill accepts no responsibility for their acts, omissions or services.

31. Items Left Behind

If Guests leave items behind, Hidden Hill may, at its discretion, arrange for their return at the Lead Guest’s expense.

Items which cannot reasonably be posted will be held for up to 14 days for collection, after which they may be disposed of or donated.

32. Authority to Book

By making the booking, the Lead Guest confirms that:

they are authorised to agree to these Terms and Conditions on behalf of all persons included in the booking, including any approved substitutions or additions;
they are over 18 years of age;
they accept responsibility for the conduct of all Guests in the booking party; and
they will notify Hidden Hill if they will not personally be staying at the Property.

33. Complaints

If the Lead Guest has any complaint or concern during their stay, they should notify Hidden Hill as soon as reasonably practicable, so that Hidden Hill has a reasonable opportunity to investigate the matter and, where appropriate, take reasonable steps to resolve it during the stay.

If the matter has not been resolved during the stay, the Lead Guest should notify Hidden Hill of the complaint in writing by email as soon as reasonably practicable and, where possible, within 7 days of the end of the stay. Hidden Hill will investigate the complaint and provide a substantive response within a reasonable period.

34. Privacy

Hidden Hill will collect and use personal information provided in connection with a booking for the purposes of administering the booking, contacting the Lead Guest, complying with legal obligations and protecting Hidden Hill’s legitimate business interests. Further details of how personal data is used should be set out in Hidden Hill’s Privacy Notice.

35. Governing Law

These Terms and Conditions and any dispute or claim arising out of or in connection with them or any booking shall be governed by the law of England and Wales.

36. General

If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, unlawful or unenforceable, that provision shall be severed and the remaining provisions shall remain in full force and effect.

No delay or failure by Hidden Hill to enforce any right or remedy under these Terms and Conditions shall constitute a waiver of that right or remedy.

37. Declaration

By making the booking, the Lead Guest confirms that they have read these Terms and Conditions, are over 18 years of age, and agree on behalf of all members of the booking party to comply with them.