Making a booking

  1. Norfolk Holiday Homes Ltd are booking Agents for the 'Owners' holiday accommodation.  The contract is between the Owner and the guest who must be at least 18 years old.
  2. The Guest must make all payments to NHH.
  3. The booking is the guest’s responsibility; ensuring that this Rental Agreement is adhered to at all times.
  4. Guests must be familiar with the layout of the property, fire safety rules and escape routes.
  5. Payments: A deposit (approx. one third of the full cost) or full amount is payable prior to the holiday. A booking fee of £35 (inc. VAT) is payable when booking plus a non-refundable Accidental Damage Waiver Fee of £25. Any damages/accidents must be reported to the agents/owner immediately. If any accidental/unintentional damage occurs to the property/ contents during a guest’s stay then this will cover the cost of reparation up to the sum of £200.  Guests will be accountable to NHH/owner for the reasonable costs incurred in making good losses/damages over £200.  This is not an insurance policy.
  6. In certain exceptions, some bookings will be referred to the Owners before acceptance.
  7. Receipt and banking of monies upon guests making a booking does not confirm a booking.
  8. All payments constitute agreement of the Rental Agreement. A provisional booking means that it is not confirmed. After the initial confirmation of the holiday and deposit payment, no balance reminders will be sent.
  9. NHH will confirm the booking making a binding contract between the Owner and the guest. Please check all these details to ensure they are correct.
  10. Flights, ferry crossings, taxi, train or bus journeys, etc, must be done after your booking is fully confirmed.
  11. If a booking cannot be confirmed within 7 days the guest will be notified and an alternative offered/refund suggested. The Owner/NHH shall not be liable for any other losses or expenses caused.
  12. We strongly advise taking out comprehensive travel insurance to cover possible cancellation costs and your stay at the holiday accommodation. If you choose not to then you accept responsibility for any loss that you may incur due to your cancellation.
  13. Bookings within two days of a holiday commencement may not be tenable due to the holiday accommodation not being readily available at such short notice.  Please telephone to check availability. 
  14. A provisional booking will be held for 5 working days to pay the requested deposit after which time the booking will be released if no payment made.
  15. Properties will only accommodate the maximum persons as stated. If more persons are in the accommodation the holiday will be terminated and all monies retained.  The guest will be liable for any costs or expenses arising from this breach.
  16. The accommodation/fittings/fixture should be left in the same state of repair/cleanliness and general order in which it was found.  Any maintenance issues must be reported to NHH or as per the instructions outlined inside the property. If there is damage exceeding £200 then the guest will be liable for these costs.

Balance Payments

  1. The rental balance is payable 6 weeks before arrival.  Bookings received within 6 weeks must be paid in full including the accidental damage waiver, dog charges, and any extras stated in the accommodation details. Email confirmations will have a link for payment direct or please call NHH.
  2. If a balance is not paid within 7 working days of its due date, then the holiday will be cancelled and all payments will be non-returnable.  The guest will be notified.
  3. Telephone payment by credit/debit card, online or in NHH office.  Cheques by post and bank transfers are acceptable.
  4. The balance due date is stated on the confirmation details.
  5. A total of three interim payments may be made on the rental due. If the guest wishes to make more than three then an administration charge of £10+VAT will be added each time.


  • All rental hire figures (weeks/short breaks) are for the property per week. 
  • Rental figures are correct, however, there may be changes and mistakes beyond our control. The guest will be informed of the error and will pay correct rental.
  • There may be times when discounts are available. Please refer to the accommodation details or ask when booking.  These discounts may be for short notice availability, seasonal dates, returning guests or early booking. 

Change of Booking

  • If booking numbers change or a pet is to be added then the guest must notify NHH immediately. 
  • If the guest wishes to alter dates, cancel or transfer to another property within 7 working days of the booking being confirmed (through NHH only) there will be an admin. fee of £50.
  • If the guest wishes to make any date changes for the property after seven (7) working days after confirmation has been made, NHH will do their best to make the changes. There will be an admin. fee of £50.  Notice by telephone must be confirmed by email.  Some Owners will treat a change of dates as a cancellation therefore the guest will still be responsible for payment of the original dates if they are not rebooked.  Adequate time up until the date of the transferred holiday must be given by the guest to allow the chance of a replacement booking.  Sometimes NHH cannot guarantee that the change can be made.  If the change of dates involves an increase in the rental, then the guest will be responsible for this difference.  If the change of dates involves a decrease in price, then it will be the Owner’s decision if the difference can be altered.
  • Moving to a different property constitutes a cancellation and the guest will be liable for the original rental as well as the new booking, unless the original holiday can be rebooked.  Adequate time up until the date of the transferred holiday must be given by the guest to allow the chance of a replacement booking. The holiday could be re-booked by the guest to a friend/family member – all information to be passed over to them by the guest and NHH to be informed of the details of the new ‘guest’.

Cancellations by the Guest

  • The guest must inform NHH immediately by phone and then in writing of any cancellation for whatever reason. The admin/cancellation fee is £50 and the deposit is forfeit.  If the deposit and balance have been paid and holiday is rebooked, then these will both be refunded but the cancellation/administration fee will still be charged. If the deposit has just been paid, and the holiday has not been re-booked, the balance is still payable as outlined below.  The admin/cancellation fee is still payable and the deposit is not refundable.
  • If cancelling 43 days or more prior to holiday then 30% of the balance is payable. If cancelling within 42 days or less of holiday then 100% of balance is payable. An account will be sent out as appropriate.
  • If the guest has taken out Insurance Cover, the guest must make application for cancellation through his Insurers. 
  • No refunds if a guest cuts short their stay.

Cancellations by the Owner or due to other circumstances

  • No changes should be expected to happen but sometimes unforeseen issues arise which are beyond control.  If the Owner cannot accept the booking due to unforeseen circumstances beyond his/her control, i.e.; death, illness, theft, fire, flood, squatters, financial difficulties, damage to the property, the Agents will make every effort to find alternative property from their portfolio but if this is not possible a refund will be made immediately for deposit, balance, booking fee, and other charges outlined on the booking confirmation which the guest has paid. The guest will be informed of the situation as soon as possible. The Owner or NHH will have no legal liability or responsibility to the guest and no claims will be made by the guest or their representative against them.
  • NHH/Owner is not responsible for any matter outside their control, i.e.; damage, injury, strike or disputes, delays or loss, in connection with the holiday arising directly or indirectly from mechanical or electrical breakdown, inclement weather, flood, fire, temporary invasion of pests or other Acts of God war, farming or building activities, nuisance caused on neighbouring properties, nor for the Owner withdrawing the property due to bankruptcy/ insolvency. Not including Rulings of local or central government, contagious or pandemic diseases – see below.  NHH will transfer holidays to alternative dates and/or properties should such incidents arise - the guest will be asked to transfer to another date on the same property either later in the year or within 12 months of the date of the original holiday. The guest will be liable for a higher rental if the transfer is more than the original booking.  If the cancellation relates to an individual property and its owner then this will be reviewed on an individual basis. The Owner or NHH will have no legal liability or responsibility to the guest and no claims will be made by the guest or their representative against them.
  • NHH nor the Owner are responsible for any matter outside their control concerning rulings of local or Central Government, contagious or pandemic diseases including advice from the Foreign Office, Government and local authority health officials.  NHH will do their best to rearrange bookings. Depending on circumstances, and each occasion may be different, NHH will have a plan in place and all guests will be notified and kept up to date with such situations should they occur.  Further details may be explained if requested. The Owner and NHH will have no legal liability or responsibility to the guest and no claims will be made by the guest or their representative against them.

Items left behind

  • If the guest does not report missing belongings, then they will remain in our store for 2 months before being given to a Charity Shop or the local recycling centre. Only in exceptional (ie; medications, etc) then NHH will contact the guest. A charge of £15 for collection of property from accommodation and postage will be made.

Special Requests/Disabilities/Medical issues/Dialysis

  • Many people have conditions which may affect their holiday stay so if you have any queries about medical issues, size of rooms or gardens, etc which may affect your stay, please inform NHH as soon as possible.  Any special medication requirements ie; oxygen etc, can be arranged via your own surgery/hospital and then they may contact us to arrange delivery. District nurses or specialist teams can be arranged via your surgery/hospital too.  There is a Dialysis Centre in Dersingham and Wells where you can make arrangements to suit your holiday.


  • Pets are only permitted in certain properties.  They are not permitted on furniture, beds, soft furnishings etc. and the guest must ensure that measures are taken to clean up gardens for health/hygiene reasons.  Pets must have their own bedding/cage, etc. and not be left in a property alone or in the garden unattended. Wherever possible a property will state if the garden is enclosed or not.  This does not mean that the garden or boundaries are totally enclosed and pet proof.  The owners nor NHH accept any liability/legal responsibility for checking the property or for any allergic or adverse health reaction. NHH advise that if the properties, where the owners bring their own pets but do not allow guests to bring them so please be aware of this when booking too.  The charge for each pet is £30 (inc. VAT) per week.  NHH will use their discretion on the number of pets permitted but the limit is usually just one.  Some property details may specify.  Please contact NHH for more information on charges if necessary. Whilst the owner and NHH do their best to ensure that no pets have stayed in a ‘no pet’ property, we cannot guarantee that a guest has declared having a pet.


  • Smoking and ‘E’ smoking/vaping are not permitted in any property. If you do smoke outside a property then please remove all ash and cigarette ends before you vacate.

Other Information

  • The guest shall occupy the holiday accommodation for the period booked commencing at 4.00pm on the day of arrival until 10.00am on the day of departure unless alternative arrangements have been made and confirmed by NHH.  The guest must ensure that the property is vacated and keys returned to NHH or as outlined in the final confirmation letter, no later than 10.00am on departure day.  If the accommodation is not vacated and keys not then the agent or his representative shall have the right to enter the premises, remove the guest’s belongings and prepare the accommodation for the next guest. If a ‘safe key’ which has been forwarded to the guest for access arrangements has not been returned to NHH’s office, then the guest will be liable for replacement keys at a cost of £10.00 + VAT each.  This charge also applies to house keys if they are lost.
  • The Owner is responsible for ensuring that the property is available to the guest for the duration of the holiday, i.e.; ensuring that it is in a fit, reasonable, and acceptable state for the occupation but the Owner is not responsible for any defect of which they or NHH were not aware.  Any equipment/appliance used in the property is entirely at the guest’s own risk.  Barbeques are to be cleaned down by guests and gardens clear of cigarette ends and dog excrement for the next guest’s use. The guest is responsible for the control of children, pets and all persons in their party in order to protect them from injury. The Owner and NHH accept no liability or legal responsibility for injury where the guest has not taken due care and attention in gardens, grounds and property. 
  • The accommodation is sole for the purpose of a holiday.  No parties, subletting, or commercial or illegal purposes to take place. Guests must not behave in an anti-social or disruptive manner inside or outside the property nor breach the peace or disturb the surrounding area. The Owner/NHH reserve the right to terminate the holiday should such situations arise. Most areas are residential. Please be considerate and ensure that there is no excess noise between the hours of 10pm and 8am and if children are playing ball games they are to be careful of the close vicinity and safety of others in the surrounding area. The Owner/NHH reserve the right to terminate the holiday should such inconsiderate behaviour be continuous.
  • Refuse collections can be problematic both to residents/holiday units.  NHH/Owners kindly ask that all rules and instructions regarding waste disposal and recycling are adhered to very strictly especially on Public Bank Holidays. Please follow all refuse instructions which you will find in each property.
  • Should the guest experience any problems during their stay, they must be reported to the Owner/Caretaker/NHH as soon as possible who will try their best to rectify matters. Problems need to be reported immediately so, if necessary, any reparation can be made so current guests can enjoy their holiday without any breakdowns in services etc. and the incoming guests can arrive without any ongoing issues unless such problems cannot be rectified immediately.  All guests, current and incoming will be kept up to date with the repairs etc. if necessary.  Do not leave any damage reports or problems to the end of your stay or even after you have vacated.   We regret that any correspondence relating to complaints, received after the termination of the holiday cannot be entertained. NHH acts as agent for the owner and cannot accept any legal liability or responsibility for any issues that occur due to a complaint and will use their best judgement to rectify matters on behalf of the owners. Please be aware that maintenance engineers have schedules and therefore unless particularly urgent they will do their best to arrange reparation, etc. as soon as possible.
  • Please understand that although internet is advertised as available at certain properties, or you have paid for access there may be times when connection/availability is unavailable caused by circumstances beyond NHH/Owners’ control. NHH nor Owner are responsible. No compensation will be given.  Please be aware that where the internet is provided to guests it is on the understanding that it is used for general browsing/retrieving emails, etc and any excessive usage for streaming films and games, etc, will be payable to the Owner. Most Owners will be keeping control over such usage and will therefore report back to NHH.  Internet users must understand that as the service is provided by an Internet Service Provider (ISP), they accept the Terms and Conditions of that ISP.
  • The guest will allow the Owner, his representative, NHH or workman into the property at any reasonable time to make repairs, replace items, or make inspection and if the guest cannot be contacted in the case of emergency, the guest agrees to allow access in order for problems to be rectified immediately. Certain problems may require attention in the interest of health, safety and hygiene.
  • The guest is responsible for the safety of all children and adults within their party.  Safety gates, electric sockets, table corners and cupboards are not normally covered and protected so parents/carers are responsible for their children’s safety.  Safety also extends to the garden and surrounding area of the property.  Small children must be supervised at all times and parents/carers to be aware of plants/shrubs/trees in gardens that they may pick/eat.  The Owner/NHH will not accept any liability or legal responsibility for any accidents/negligence which may occur. If a property has a swimming pool, then a form for completion and agreement to comply with the owner’s safe pool rules will be issued to the guest to sign and return.
  • All vehicles are parked at the guest’s own risk. The Owner/NHH will not accept any liability or legal responsibility for any accidents/negligence which may occur.
  • Under no circumstances are electric vehicles to be charged. Insurance will not cover external appliances in holiday homes and windows/doors etc must not be left open and the property unattended.
  • Where loss or damage arises from breach of contract, negligence, and misrepresentation or otherwise, neither NHH/it’s employees/ Owners will be under any liability to the guest or to third parties for any loss or damage howsoever arising subject to any statutory entitlement to the contrary.
  • All monies received from the guest except booking fees and commissions are held in an account on behalf of the Owner and passed over to them as per NHH contract with them.  Other monies are paid over to the relevant parties as per NHH agreement with them also. 
  • All the information and statements contained in the brochure and online are made in good faith and NHH use their best endeavours to check as far as possible all the information given to guests. NHH shall not however, in any event be liable for any damage or loss resulting from any information or statements made whether orally or in writing. The information contained online is believed to be accurate at the time of going to press.  However, NHH reserve the right to make alterations if necessary and will inform the guest as soon as possible.
  • Notice is hereby given by Norfolk Holiday Homes who are duly authorised by the owner to apply for possession of the holiday accommodation under Ground 3 or Part 1 of Schedule 2 of the Housing Act 1988 at any time after determination of any licence to occupy the holiday accommodation.
  • Upon completing a booking on line or by telephone the guest accepts the Rental Agreement.


  • NB Guest information and data will not be shared, passed on or sold to third parties. All payment/bank data is destroyed and cannot be accessed through our booking system.




Company Reg. No: 9788723                         VAT No: 307765880                                     January 2024


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