Terms & Conditions

These are the terms and conditions that apply when you book accommodation with THE GEM HOUSE or its subsidiaries. By booking with us you are hereby confirming your acceptance of these terms and conditions when you make a reservation. We reserve the right to amend these terms and conditions at any time and you should therefore check them on each booking occasion.

• References to 'you' or 'your' are references to the person or organisation making the booking.
• These terms apply to bookings made via THE GEM HOUSE website, by email or telephone or in person. Bookings made via Booking.com, TripAdvisor, Airbnb and HomeAway will be subject to their terms and conditions and additionally our own terms noted here.
• You agree that the booking is for a short term stay for leisure, business or temporary purposes and does not give rise to an assured shorthold tenancy or lease and is an excluded agreement within the meaning of s.3A(7)(a) of the Protection from Eviction Act 1977.
• Bookings can be for any length from one night up to three months.

To reserve your accommodation please follow the instructions on the website, mobile site or app (as applicable). You will need to provide your credit or debit card details to secure your reservation.

• The total price for your entire stay will be presented to you before you confirm your booking and make payment. Our pricing is dynamic and therefore the price for the same or similar accommodation may vary over time after your booking is made. This does not confer THE GEM HOUSE any right to require additional payment where the price increases and does not confer any right on you to a discount if the price decreases.
• We use a secure third-party service to process card payments (Stripe). This service is PCI-DSS compliant and allows us to make charges to your credit and debit card in accordance with these terms. We do not make or store any copy of your card details in our own systems or elsewhere. You can read the privacy policy of the third-party provider at stripe.com/gb/privacy.

Please check that the details of your reservation are complete and accurate before you confirm your reservation. We will not be liable for any delay or non-performance if you provide us with incorrect information.

We will confirm our acceptance of your reservation by sending you an email to the email address that you provide during the reservation process. The contract between us for the provision of your accommodation and any additional services added to your reservation will be formed when you receive this email confirmation from us.

If you think that there is a mistake in your reservation or if you require any changes to a confirmed reservation, please contact us to discuss.

When you make a reservation request, we will give you a total price for the accommodation and number of nights you have requested. The price you pay is the price quoted to you at the time you make your reservation.

Prices are per accommodation, per night and are inclusive of VAT at the applicable rate at the time of your reservation. If the rate of VAT changes between the date of your reservation and the date of your stay, we may adjust the rate of VAT but the price you pay will remain the same.

You must not exceed the maximum occupancy for the accommodation allocated to you. We reserve the right to conduct checks on occupancy. Occupancy is not transferable.

Although THE GEM HOUSE will try to accommodate special requests, all accommodation is subject to availability.

Payment for accommodation is an automatic agreement into the terms of our cancellation policy.

Accommodation may be cancelled within 12 hours of making a booking with a £50 admin fee. If you cancel your reservation within this period, a full refund will be processed to the same debit/credit card the next working day, however it may take a few days for the funds to reach your account.

After 12 hours of a booking being made, The Gem House cancellation policy retains the right to refund 50% of the booking up to 14 days prior to arrival.

After the 50% cancellation period and up to 14 days before arrival, if a cancellation is made THE GEM HOUSE reserves the right to retain any deposit or amount paid. If cancellation is made between 14 days and the day of arrival, THE GEM HOUSE reserves the right to retain the full balance. Such cancellation charge is to compensate for the late cancellation and is not for any service; any refunds issued that are deemed valid will be at the sole discretion of the Owner.

We may cancel your reservation at any time with immediate effect by giving you written notice (which includes email) if:

• you do not pay us when you are required to do so; or
• you break the contract between us in any way.

THE GEM HOUSE reserves the right to cancel bookings within 7 days of the first day of the reservation where it is necessary due to reasons outside of reasonable control or in the event of an overbooking due to delays or errors within the booking system. In the event of such cancellation the client will receive a full refund.

Events outside our control: We may also cancel your reservation if an event outside of our control (including industrial action, explosion, outbreak of disease, health and safety issues, fire, flooding, and failure of power and/or water supplies or emergency evacuation) means that we are unable to make your accommodation available to you. In this case we will contact you to let you know as soon as possible and discuss your alternatives. This does not affect your statutory rights.

If THE GEM HOUSE are unable to informally resolve any complaint you have at the time of your stay, then you may submit a formal complaint in accordance with this procedure.

Complaints must be made in writing within 7 days of the end of the stay to which your claim relates. To make a claim you should raise your complaint with the team as soon as possible. If you did not raise your complaint while at the accommodation or were unable to do so, you must contact us via our website. If your accommodation was booked as part of a group booking, the person who made the booking on behalf of the group must make the claim.

Any refunds deemed appropriate will be made to the card you used when you paid for your accommodation and are usually processed within 7 days.

Rooms are available from 3pm on the arrival date. Please let us know if you are likely to arrive after 8pm. Rooms must be vacated by 10am on the day of departure. Failure to leave your accommodation by this time may result in a late check-out charge. We may request an additional payment for early check-in or later check-out.

We operate a self-check-in process wherein all guests will be asked to provide proof of identity upon booking. Acceptable forms of identification are a passport, driving licence, ID card or police warrant card.

You must not:

• Smoke anywhere inside THE GEM HOUSE premises. This includes the smoking of e-cigarettes. Smoking on premises outside of any designated smoking area will result in a fine.
• Cause any health and safety hazard to any of our team members or any of our guests.
• Bring any pets onto the premises, with the exception of assistance dogs.
• Bring any potentially dangerous or hazardous materials or equipment into the accommodation.
• Use any electrical appliances that may set off the fire alarm system, such as toasters, mini cookers or portable grills.
• Tamper with any fire alarms or emergency equipment.
• Utilise accommodation to store items which could in the sole opinion of THE GEM HOUSE cause damage to the accommodation or be a risk to the health and safety of staff or property.
• Prevent THE GEM HOUSE management, housekeeping and/or maintenance staff from access to your room(s) as and when required, with housekeeping permitted full access at least once every two days.
• Remove, damage or destroy any GEM HOUSE property.
• Use any of the technology provided by THE GEM HOUSE to download or access any unlawful or obscene material; or cause unreasonable disturbance to our other guests or any staff.
• Hot Tub: THE GEM HOUSE offer properties with HOT TUB use. Guests can have hot tub facilities prepared if booked within 48 hours and a formal request has been made. If no request is made, the hot tub will be self-service. HOT TUB information and rules will be provided and must be followed at all times. Please refer to our Hot Tub Rules and Safety Guide for further details.

If you or your group cause damage or loss of any kind to the accommodation, other guests or their property, you (as the person making the booking) will be responsible for that damage or loss and shall be liable to pay to THE GEM HOUSE on demand the amount required to make good or remedy such damage or loss.

You and the members of your group must not resell or transfer your reservation (or any part of it) nor advertise, market or otherwise offer any accommodation for sale either on its own or as part of a combined offer.

If you or your group cause damage to the accommodation, other guests or their property, or otherwise breach any of these terms and conditions, we reserve the right to: cancel your reservation with immediate effect and (if appropriate) eject you from the premises; restrict access to the premises; remove your items from the accommodation; retain all sums paid by you and/or charge you the full amount of your reservation; and/or refuse future reservations from you.

COVID-19: You must immediately notify us if you or anyone staying with you is self-isolating or should be self-isolating pursuant to Government guidelines. THE GEM HOUSE reserves the right to cancel any reservations (before or during the stay) to the extent it is for self-isolation.

We reserve the right to change your accommodation allocation at any point during your stay for any reason, or cancel any booking(s) due to health and safety concerns. In the event we have to cancel your booking(s) we will attempt to notify you and a full refund will be processed to the same debit/credit card.

We keep your personal data safe and secure. Full details about how we use your data are set out in our Privacy Notice. By providing information about you and your booking group when making a reservation, you consent to such processing and you warrant that all information provided by you is accurate.

This contract formed when we confirm your reservation is between you and us. No other person shall have any rights to enforce any of its terms, whether under the Contracts (Rights of Third Parties Act) 1999 or otherwise.

If you are a non-business customer, you have certain rights under consumer protection legislation. Nothing in these terms and conditions is intended to affect those rights.

We do not accept liability for failure to meet any of our obligations where such failure is due to events beyond our reasonable control.

If we breach these terms and conditions for reasons within our control, we shall only be liable for losses that are direct losses and a reasonably foreseeable consequence of such breach.

Save as prohibited by applicable law, we shall not be liable for: loss of income, sales or revenue; loss of business; business interruption; loss of profits or contracts; loss of anticipated savings; loss of data; loss of reputation and/or goodwill; or wasted management or office time.

Where we are liable to you, our maximum liability shall in no event exceed the price of your reservation unless the Hotel Proprietor's Act 1956 applies, in which case our liability will be limited to the maximum prescribed under that Act.

If any provision or provisions of these terms and conditions shall be held to be invalid, illegal, unenforceable or in conflict with the law of any jurisdiction, the validity, legality and enforceability of the remaining provisions shall not in any way be affected or impaired thereby.

The failure of any party at any time to require performance of any provision or to resort to any remedy provided under these terms and conditions shall in no way affect the right of that party to require performance or to resort to a remedy at any time thereafter, nor shall the waiver by any party of a breach be deemed to be a waiver of any subsequent breach. A waiver shall not be effective unless it is in writing and signed by the party against whom the waiver is being enforced.