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Luxury self-catering accommodation in Hay-on-Wye

Terms & Conditions

Payment Terms

To confirm your booking a one third deposit is required. The balance is then due 8 weeks before the start of your holiday except for nights booked for the 11 days of the Hay Festival. The Hay Festival balances are due 26 weeks before your arrival.

Payment may be made by credit card via our secure on-line service. All transactions are payable in UK Sterling.

Cancellation & Refund

Following your reservation and receipt of your deposit, cancellation within 8 weeks of your arrival date (or 26 weeks for Festival bookings) will entail both the loss of your deposit and responsibility on your part for payment of the outstanding balance. If your accommodation is re-let for any of the nights that you reserved, then we will be pleased to reimburse you in full for any re-let nights at the nightly rate that we are able to re-let them for.

Conditions of Rental

  • To optimise our availability to guests and thereby ensure they can secure the dates they require we occasionally need to change which house is available to a guest. For this reason we reserve the right to reallocate houses to guests for the same dates they have booked. Unless we do this, we end up across the three houses having lots of stranded nights that are not usable. There are also lots of housekeeping issues relating to the presentation and upkeep of the properties where we sometimes need to find a way to have access without disturbing guests. We do this in the knowledge that the three properties exactly mirror one another in terms of size, presentation and outlook.
  • Accommodation at Hay Retreats is let on the understanding that our guests are responsible for their own safety and well-being.
  • We reserve the right to make reasonable amendments or additions to these terms and conditions without notice.
  • We reserve the right to make reasonable amendments or additions┬áto your booking including cancellation at the owners discretion. Notification will be given of the cancellation as soon as possible and we will promptly refund all payments made for your holiday within the terms of the refund policy. Our liability for cancellation will be limited to payments made to us.
  • Bookings cannot be accepted from persons under eighteen years of age.
  • We (the owner) reserve the right to refuse a booking without giving any reason.

Conditions for Clients bringing Dogs

  • Guests seeking to bring pets to the Riverside town houses are required to give us advance notification on the Reservation Request Form by making a request at the bottom of the form in the message/ special instructions.
  • A refundable deposit of £100 is paid by the guest to cover the cost of any damage, replacement or additional cleaning.
  • Should damage occur or redecoration/additional cleaning be required, the guest agrees that these costs will be taken from the deposit, and the balance then refunded electronically to the card used for payment of the booking
  • Should the deposit be insufficient to meet these costs the guest agrees to reimburse the full amount outstanding on receipt of an invoice from Hay Retreats.
  • Guests bring no more than two dogs/pets per property, and will notify us on the reservation request form of the number of pets being brought to stay.
  • The dog carers ensure that their dog is well behaved and quiet, inside and outside the house.
  • Because there are fitted carpets and soft furnishings on the two upper floors, and some guests are allergic to animal hair, guests agree to keep their pets on the ground floor, and to bring suitable bedding, baskets and bowls for eating and drinking.
  • Guests are expected to clear up dog mess and put it in bins provided around town. Immediately below the Riverside properties is a wonderful riverside walk, with woods alongside the path, where there are bins also.
  • At many times of the year, local paths can be muddy and wet. Please dry your dog off before coming indoors. The covered car port offers a dry lighted area where you can do this.

Receipt of your deposit or full fee will be taken as confirmation that you have read and accept the Terms & Conditions detailed on this page.

Castara Retreats You may also enjoy renting our small eco
resort superbly located overlooking the bay of
Castara on the beautiful Caribbean island of Tobago

Unique silver and stone jewellery hand crafted by Tuareg artisans Hay Retreats supports the Jump4Timbuktu
charitable trade initiative with the Tuareg artisans of
Timbuktu, helping them to trade their way out of poverty.