Booking Terms and Conditions


a. This agreement is for the hire of the (agreed) property for short term holiday let. This agreement is formally entered into between Pack Holidays and the Hirer when the deposit payment has been received.

b. Pack Holidays payment terms are as follows: 25% of the total cost of the holiday secures the booking. The payment of the deposit must be made within seven days of the date the booking is acknowledged by Pack Holidays (which is completed by email).

Your booking will be held for that time but not fully secured until the deposit is received. The balance of the total of your holiday will be due for payment six weeks before the start of your holiday.

If you make a booking within six weeks of the start of the holiday we will request the full amount for the booking within 7 days. A booking admin fee of £20 is payable on all bookings and a fully refundable bond of £100 is also to be paid at the same time as the balance (6 weeks before the start of your holiday).  Poets Corner, Eden Hall and Heath Cottage have a refundable bond of £200.

Use of zed beds in any property will incur a £15 laundry charge each.  Use of the sofa bed in Echoes will incur a £50 weekly charge and a £35 charge for a short break.

Excessively soiled linen which requires extra cleaning will be subject to a laundry charge.  Linen which cannot be cleaned will be charged for and deducted from the security bond.

The booking will automatically be forfeited if the deposit is not made within 7 days (although if there are unavoidable delays, please do contact us to discuss).

Should the full payment of the balance not be paid within the timescales above, the booking will be cancelled and the deposit is forfeited. (We would recommend you contacting us at your earliest opportunity if you feel there may be unavoidable delays..

All payments will be acknowledged and payment reminders sent by email.

c. Payments can be made by bank transfer, cheque and credit/debit card, only in £ sterling. All necessary details will be supplied via email. Credit/debit card payments are via WorldPay / Opayo and your deposit can be made online at time of booking. Card payments can also be made over the telephone.  You can use your online Guest Login to make payments also, once you have made your booking.   You can also pay by instalments if you wish, please advise Gail at time of booking so we can arrange for this to be set up for you.  You can make your staged payments via your Guest Login

d. A fully refundable bond of £100 is also required (£200 for Fenside, Poets Corner, Eden Hall and Heath Cottage). We expect this to be paid at time of the balance request (or before). (See timescales above). This bond will be returned in full within 7 days of the end of the booking. However, if any damage to the property or contents, beyond reasonable wear and tear, be incurred by the Hirer or excessive additional cleaning be required, the cost of this will be advised to the Hirer after the booking is complete and taken from the bond with proof of damage and costs supplied where possible.

e. Please advise us as soon as possible should a booking need to be cancelled.

If you cancel your holiday more than 6 weeks before the start of your holiday, there will be a £50 (from bookings incepted from 08.12.21) administration charge incurred. Your deposit will be returned to you (less the admin charge) as soon as a replacement booking has been made. If another booking cannot be secured, the full deposit will be retained.

If you have paid the deposit and / or the full amount for your holiday, the amount paid to Pack Holidays will be returned (less £25 admin charge for bookings made pre 08.12.21 and £50 admin charge for bookings made 08.12.21 onwards) as soon as a replacement booking has been found. If no replacement can be secured, the full amount already paid for your booking will be retained.

We will make every attempt to replace your booking should you need to cancel. If this can be achieved, a full refund will be given less £50 admin fee (£25 for bookings made pre 08.12.21). It might be necessary to reduce the price or length of the booking to obtain a replacement and it is therefore is cheaper than the original term, the cost of this difference will be retained as well as the £50 admin fee (£25 for bookings made pre 08.12.21).

Pack Holidays strongly recommend that hirers take out holiday insurance to cover this eventuality.  If you choose not to take out your own insurance, there is an option when you book a Pack Holiday (from 20.05 onwards) to review and select Booking Protect refund protection.  (See bolded paragraph below about BOOKING PROTECT)

Should Pack Holidays have to cancel any bookings the only liability we have will be to return any payments made in full.

f. Hirer’s Responsibilities – The Hirer is responsible for the property hired and is expected to take care of it. All equipment and utensils etc, and the property itself to be left clean and tidy at the end of a stay. All damages/breakages should be reported as soon as they occur to the owner or to Gail at Pack Holidays.

Reporting of breakage/damage just allows us to resolve the issue as soon as possible.

Pack Holidays reserves the right to charge for any serious damage/breakages/extra cleaning which is deemed outside the normal wear and tear and Hirers are deemed jointly and severally liable. Hirers should not assume that the insurance policy in place at individual properties will be used to cover damage/replacement costs. If substantial damage/repair costs are incurred which exceed the Refundable Bond amount, the Small Claims Court may be used to recoup these.

The Hirer is required to observe and adhere to the requests and instructions in the individual properties.

The Hirer must not use the property or allow its use for any dangerous, offensive, excessively noisy, illegal or immoral activities or carry on there any act that may be a nuisance or annoyance to the property neighbours. This would be deemed a serious breach of the terms of the Agreement and Pack Holidays has the right to terminate the Agreement with immediate effect in this instance.

Should you require to bring specialist medical equipment such as oxygen tanks, please do inform us in advance as this may need to be advised the owners insurance company.

Pack Holidays and its employees and its representatives shall not be liable to the Hirer or any member of the Hirer’s party for loss or damage to property howsoever arising. You must take all necessary steps to protect and safeguard your personal property.

g. Owner’s/Manager’s Responsibilities – The owner/manager is responsible for ensuring the property is supplied to the Hirer clean, warm and with all appliances/devices/furniture in proper working order. The owner/manager is also responsible for dealing with any problems, equipment malfunction etc as they occur and will make best efforts to remedy any problems that occur during your stay if they are advised of them. Owner/manager details are included in the information folder of each property. If you are unable to contact the owner/manager then contact Gail at Pack Holidays directly either using the contact information also in the information folder, or via the phone numbers noted on Pack Holiday website.

h. Arrival and Departure – Arrival details will also be sent by email approx. 2 weeks before the commencement of the booking unless the booking commencement date is less than 2 weeks when the arrival details will be sent when full payment has been made.

The properties will be ready for your arrival after 4pm and need to be vacated by 10am on your day of departure to allow for a full clean and changeover, unless otherwise agreed. Earlier arrivals and later departures are sometimes possible but this will depend on adjacent bookings and is at the discretion of the owners. We reserve the right to charge for an extra night or part thereof if the extension to either an arrival or departure time is more than an hour.

i. Numbers of people occupying a property – Under no circumstances may more people stay at each property than there are beds, unless agreed in advance with the owner via Pack Holidays.

This is an important insurance requirement.

The number of guest in the original booking confirmed by Pack Holidays cannot be exceeded without notification to Pack Holidays before the commencement of the hire period.

j. Keys and Directions – Keys and arrival arrangements will be provided by Pack Holidays to the Hirer approximately two weeks before the commencement of hire period.

k. Fuel and Electricity – Electricity charges are included in the cost of renting all the properties

l. Complaints – In the event of a complaint or problem with the provision of the accommodation it must be brought immediately to the attention of the owner/manager who will endeavour to rectify the problem as soon as possible, to ensure the continued enjoyment of your holiday. Should this not be possible please contact Gail at Pack Holidays as soon as possible and in all instances before the end of your period of hire. Complaints cannot be addressed if notified after the hire period.

m. Property rules Each property has its own set of polite requests for guests but all properties do not allow smoking inside. This is an important requirement to enable the properties to comply with their Fire Hazard assessments.

n. Owner access. Owners are entitled to enter their property at any time but will always endeavour to contact guests to arrange a mutually agreeable time.  

o. EV CHARGING:  Please do not use any external / internal sockets for charging your electric / hybrid vehicle, that have not been specifically designed for electrical vehicle charging purposes. There are insurance and safely risks associated with using internal / external sockets not designed for vehicle charging and therefore there are legal implications of doing so.  EV Charging must have a specific type of socket designed to allow the full 13A to be drawn with no damage.  The Protected Multiple Earthing system installed is therefore not a safe connection.  Please see your Guest Login for details of local charging locations.

p. Pack Holidays receives an amount of 14% commission per commission booking with the balance being paid to the owner of the property booked.  (8% for The Beach Hut and 12% for Cosy Cottage)

q.  Shopping deliveries can be put away for your arrival with the exception of The Shielings in Sea Palling.

r.  Please note that Booking Extras such as beauty treatments and deep tissue sports massage cancelled within 24 hours of your appointment cannot be refunded

Booking Protect (20.05.22) 

As of 20th May 2022 we are offering all new bookings from this date, the offer of a refund protection with BOOKING DIRECT. 

To be clear, this is refund protection which allows you (as booker) to apply for a refund of your booking payment (deposit and / or balance) if you cannot attend your holiday and therefore have to cancel. 

It is not an insurance policy.  If you choose to select the option of having Booking Protect on your holiday (at time of your booking) you can apply for a refund of your payment should you or anyone in your booking, not be able to travel.  This could be due to any unforeseen circumstance, such as injury or illness happening to you, or a member of your immediate family, adverse weather conditions, including snow, frost, fog or storm where the police or Gov’t have issued travel warnings, or mechanical breakdown, accident, fire, theft en route of a private vehicle taking you to the booked cottage.  Do have a look at the full cover noted on the Booking Protect website and if you need to apply for a refund, do select this link – Booking Protect

Privacy Statement 

Pack Holidays is committed to protecting and respecting your privacy.

This statement explains how and when we collect information about you, how we use this information and when and who it may be shared with. It also explains how you can request information held about you.

Who are we?

Pack Holidays is a holiday rental cottage business, specialising in dog-friendly holidays. We arrange the booking and provision of holiday rental accommodation. Any questions relating to this statement, our privacy practices, or a request for your personal information should be addressed to the data protection officer and sent to the following email –, or the address or telephone number detailed on our website at Near the Lodge, Honing Road, Dilham, NR28 9PN 01692 535741 or 079353 75899

What information do we collect?

Pack Holidays collects information about you as part of our business process and functions. The information normally includes your name, address, telephone number, names of party members, a contact email address, payment arrangement details and special requirements such as those relating to any disability or medical condition which may affect any party member’s holiday arrangements.

What do we use your information for?

Pack Holidays collects information about you (our guest) to

– Process your booking
– Communicate throughout the process of booking and managing your holiday experience.
– Carry out our obligations arising from any contracts entered into by you and us
– Seek your views or comments on the services we provide
– Notify you of any changes to our services
– Send you communications which may be of interest to you, for example, sending you emails or details of future promotions and offers
– Analyse and review and for marketing purposes of Pack Holidays.

Who do we share your information with?

Pack Holidays may pass on your personal details to individuals and organizations (such as the property owner(s) or key holders), as part of our business process and functions. This is so that your holiday booking, rental and any travel-related services (if any) may be managed and provided. We keep your information securely and do not share it with third parties other than as outlined in this statement or where permitted by law.

How do we treat your information?

All details you give to Pack Holidays at any time will be kept for the period of your booking, holiday and such reasonable period thereafter. We keep your information securely and do not share this information with third parties other than as set out in this statement. Only names, contact details and any booking preferences will be used for marketing purposes unless you are informed otherwise when you provide the information. The companies and third parties (owner / key holders) to whom we disclose customer details may contact you. If you do not wish to receive any of the communications set out in this statement, please inform us as soon as possible by letter or e-mail, the details of which are set out above.

How do I find out more about information rights?

In the first instance, please contact Pack Holidays should you have any query about how your information is being collected, processed and used. The Information Commissioner’s website contains further useful information and advice: