Terms and Conditions of Booking

This Agreement
Once a reservation is made, the guest has entered a binding contract with The Physicians House, Paradise Cottages Ltd, and these terms and conditions apply in full. Where a company, agency, or similar has made the booking on behalf of the guest, the agreement is with that third party. Third parties should ensure that the guests are aware of these terms and conditions. This agreement applies for all bookings.

Deposits
Deposits are non-refundable.

Cancellations
In respect of all cancellations, we will try to be as flexible as possible and will first try to rebook your stay with us at a future convenient date.
Balance Refunds: If you cancel after paying the balance of your stay, usually between 4-6 weeks prior to your arrival, we will endeavour to refund you 50% of your stay.
Short-Notice Cancellations: Cancellations made between 14 and 7 days prior to arrival will receive a 25% refund. Cancellations made within 7 days prior to your arrival will be charged in full.
We are usually unable to rebook these short-notice vacancies and kindly advise you to ensure you have travel insurance for such eventualities.

Our Responsibilities
The Physicians House (Paradise Cottages Ltd) undertakes to provide short-term accommodation, suitable for a holiday or business trip, comprising the exclusive use of the entire property, for the dates agreed in the reservation.

Arrivals and Departures
Check-in: You can check in from 16:00 PM.
Check-out: We ask that guests vacate by 10:30 AM.

Your Booking
Duration: Your booking is contracted for the specified number of nights.
Minimum Stay: We have a minimum booking period of 3 nights.

Children
Children are welcome to stay at The Physicians House. However, we kindly remind guests that this is an old property with fixtures and fittings reflecting the age of the property, which are not readily replaced. We will seek financial recovery for any breakages or damage to the walls, furniture, fixtures, and/or fittings caused by children (or adults). We reserve the right to send an invoice for the amount to the registered address.

Behaviour
Please remember that while you have exclusive use of The Physicians House during your stay, you are the custodian of the property. The guests who follow you rely on your respectful and responsible use of the house.
Consideration for Neighbours: Be aware of neighbours, local residents, and other visitors to Alnwick, especially when arriving late or leaving early.
Respectful Conduct: We do not tolerate racist, sexist, homophobic, or otherwise discriminatory language or behaviour.

Payment
When you book, it is preferred that you make a payment directly by BACS. We will take a deposit of up to 1/3 of the cost of your stay, with the balance due 4 weeks prior to your arrival. If the balance is not settled within 7 days of your arrival, we reserve the right to cancel your booking. Deposits are non-refundable in such circumstances.
The Physicians House can accept payment by credit or debit card via Stripe (Free to Book platform).

Complaints
In the event of a complaint, we will investigate and respond in a timely and courteous manner. Where appropriate, we will make immediate amends.

Housekeeping and Guests’ Liabilities
No Smoking Policy: The Physicians House is strictly a no-smoking accommodation. If smoking occurs within the property, an additional cleaning fee of £100 per night will apply, and an invoice will be provided to the registered address.
Mattress Hygiene: The hygiene and cleanliness of any mattresses compromised by urine, faecal matter, spilled alcohol, or fake tan will require replacement. An invoice will be issued to the registered address.
Damage and Breakages: We reserve the right to charge guests for damage caused by deliberate, negligent, or reckless acts. Should damage come to light after departure, we will send an invoice to the registered address. The Physicians House is a prestige property with bespoke fixtures and fittings that reflect its age and character; some items may be difficult to replace, and we reserve the right to charge the market rate for any breakages.
Missing Items: We reserve the right to charge guests for items removed from the property without consent. The charge will cover the full replacement amount, including carriage. Should missing items be noticed after departure, we will issue an invoice to the registered address.
Fire Safety Equipment: Tampering with fire detection or firefighting equipment is strictly prohibited. Guests found tampering with these devices will incur charges for any costs incurred and may be asked to leave the premises. If tampering is discovered post-departure, an invoice will be issued to the registered address.
Additional Charges:
Fast Food: Please avoid eating fast food in the bedrooms or lounge.
Lost Keys: Replacement keys are charged at £25.00 each.
Locksmith Services: Guests requiring a locksmith for re-entry will be invoiced for the service cost.
Lost Property: We will make best efforts to return items left behind; however, unclaimed lost property will not be kept for more than 7 days.

Pets
For the comfort of other guests, The Physicians House does not allow pets. If you have a registered assistance dog, please inform us prior to booking.

Security
Please ensure that the front door of the property is closed and always locked when you are not using it.  We request that all guests follow this safety and security measure.
We strongly advise guests to use the key safe on the front of the property to ensure that they do not lock themselves out of the property. We do have another key safe on site in another location. Please call 07503615525 in emergency instances only.

Fire Safety
The Physicians House is equipped with smoke alarms and appropriate fire safety equipment in the kitchen. A fire safety certificate is available in the drawing room and guest information folder, updated yearly. In case of an emergency, the main entrance serves as the primary exit, with a fully openable window on the third floor in the Green Room as a secondary option.

Data Protection
The Physicians House retains your contact details as part of the booking process. We are required to keep your registration for one year and will not share your information with third parties.
Under the General Data Protection Regulation (GDPR) (EU) 2016/679, we have a legal duty to protect any information collected. Information in emails and any attachments may be privileged or confidential and intended solely for the original recipients.

Recovery of Losses
In the event of damage, breakages, or losses as set out in the terms above, we reserve the right to issue an invoice to your registered address. We will seek recovery for invoices not settled within 21 days.