These Booking Terms and Conditions apply to bookings for Salisbury City Centre Cottage, West Street, Salisbury (the full address is stated in your Booking Confirmation).
These Terms are between The Collicott Collection Ltd (“we”, “us”, “our”) and the person making the booking (“you”, “your”).
By making a Booking, you confirm that you have read, understood and agree to these Terms, the Booking Confirmation and the House Rules.
1. Definitions
In these Terms, the following words have the meanings set out below:
- Arrival Date means the date and time your Booking begins and the Property is made available to you.
- Booking means the confirmed reservation of the Property for the dates stated in the Booking Confirmation.
- Booking Confirmation means the written confirmation issued by us confirming the Booking, including the Property, dates, price, guest numbers, check-in and check-out times, and any other relevant details.
- Booking Price means the total price payable for the Booking, as confirmed in the Booking Confirmation.
- Departure Date means the date and time your Booking ends and by which you must vacate the Property.
- Group means all guests, visitors, children, dogs and any other persons attending the Property during the Booking.
- House Rules means the property-specific rules, safety instructions, fire safety instructions, guest guidance and house manual provided or made available to you before or during your stay.
- Lead Guest means the person who makes the Booking and is responsible for the Booking and the Group.
- Permitted Dogs means dogs agreed by us in advance and recorded in the Booking Confirmation.
- Property means Salisbury City Centre Cottage, Salisbury, Wiltshire (full address as stated in the Booking Confirmation), including any outside space belonging to the Property.
- Security Deposit means any refundable deposit, pre-authorisation or damage hold requested by us before or during the Booking.
- Terms means these Booking Terms and Conditions, together with the Booking Confirmation, House Rules and any other documents referred to in them.
- Website means the Property’s own website and any other website or booking platform used by us from time to time.
- Writing or written includes email and booking platform messages.
2. Our Contract with You
2.1 Your Booking is accepted only once we issue a Booking Confirmation.
2.2 These Terms, the Booking Confirmation and the House Rules form the contract between you and us.
2.3 You must be at least 18 years old to make a Booking.
2.4 You are responsible for ensuring that the details in the Booking Confirmation are complete and accurate, including dates, guest numbers, dog arrangements, vehicle details and any special requests.
2.5 The person making the Booking must be staying at the Property unless agreed with us in writing before arrival.
2.6 You are responsible for the acts, omissions and behaviour of all members of your Group.
2.7 The Property is provided for short-term holiday accommodation only. Nothing in these Terms creates a tenancy, assured shorthold tenancy, landlord and tenant relationship, right to sublet, permanent residence, or statutory security of tenure.
2.8 You must not use the Property as your main or permanent residence, register the Property as your address, or use the Property address for post, parcels, deliveries, business registration, official correspondence or personal registration purposes without our prior written permission.
2.9 We may accept Bookings made for or on behalf of a commercial entity — for example, a business booking accommodation for its staff (a “Commercial Booking”). You must clearly tell us in writing, before or when making the Booking, that it is a Commercial Booking, and we reserve the right to decline any Commercial Booking at our discretion. Where the person making the Booking will not be staying at the Property, you must provide the names and contact details of all members of the Group before arrival. Our acceptance of a disclosed Commercial Booking in the Booking Confirmation constitutes our written agreement for the purposes of clause 2.5. A Commercial Booking does not of itself permit any activity restricted by clause 4.4. If you fail to disclose that a Booking is a Commercial Booking, you will be in breach of these Terms and clause 19.4 will apply.
2.10 All photographs, illustrations and other imagery of the Property on our website or listings are for illustrative purposes only. Décor, furnishings and layout may change from time to time.
2.11 We may require the Lead Guest (and, for Commercial Bookings, the lead member of the Group who will be staying) to complete identity verification through our booking system before arrival. Access to the Property may be refused, and the Booking treated as cancelled by you, if required verification is not completed.
3. Arrival and Departure
3.1 The Property will be available from 15:00 on the Arrival Date, unless otherwise stated in the Booking Confirmation.
3.2 You must vacate the Property by 11:00 on the Departure Date, unless a late check-out has been agreed with us in writing.
3.3 Early check-in and late check-out are not permitted unless agreed with us in advance.
3.4 Additional charges may apply if you arrive early without permission, fail to leave on time, or prevent cleaning, maintenance or the next guest’s arrival.
3.5 Access details, including any smart lock code or lock box code, are provided for your Group only and must not be shared with anyone else.
4. Occupancy and Use of the Property
4.1 The maximum occupancy is 4 guests, unless agreed with us in writing.
4.2 Only booked guests may stay overnight.
4.3 Visitors are not permitted without our prior agreement.
4.4 The Property must not be used for parties, events, gatherings, commercial purposes, professional photography, filming, content creation, meetings or business activity without our prior written permission.
4.5 You must not sublet, assign, transfer or resell the Booking, or allow anyone else to occupy the Property instead of you.
4.6 You and your Group must comply with these Terms, the House Rules, Fire Safety Instructions, Fire Action Notice, signage and any reasonable instructions provided by us.
4.7 We reserve the right to require you and your Group to leave the Property immediately where there is a serious breach of these Terms or the House Rules. No refund will be due where your stay is ended because of your serious breach.
5. Behaviour, Noise and Neighbours
5.1 You and your Group must behave responsibly and must not cause nuisance, disturbance, distress, annoyance, damage or inconvenience to neighbours, the local community or the Property.
5.2 Noise must be kept to a minimum, especially between 11pm and 8am.
5.3 Illegal, anti-social, unsafe, offensive, threatening or unreasonable behaviour is not permitted.
5.4 Fireworks, lanterns, drones, model aircraft, remote-controlled vehicles or unmanned systems must not be operated from, over or immediately outside the Property without our prior written permission.
5.5 If we reasonably believe that your Booking may cause damage, nuisance, safety risk, unlawful use or breach of these Terms, we may cancel the Booking or require you to leave the Property.
6. House Rules
6.1 The House Rules form part of these Terms.
6.2 You acknowledge that you have received or been given access to the House Rules before your stay.
6.3 The House Rules include important information on occupancy, dogs, smoking, fire safety, log burner use, electric vehicle charging, e-bikes, e-scooters, noise, parking, waste, check-out and emergency procedures.
6.4 Failure to comply with the House Rules may result in additional charges, recovery of costs, cancellation of the Booking, or a requirement to leave the Property.
7. Children, Supervision and Accessibility
7.1 You are responsible for supervising all members of your Group, including anyone under the age of 18, at all times.
7.2 The Property has steep stairs and may not be suitable for all guests. You are responsible for deciding whether the Property is suitable for you and your Group before booking.
7.3 Stair gates, cots, high chairs or other family equipment may be available on request but must be requested in advance. Availability is not guaranteed unless confirmed by us in writing.
7.4 Children must not be left unattended at the Property.
8. Dogs and Assistance Animals
8.1 Dogs are only permitted where agreed by us in advance and recorded in the Booking Confirmation.
8.2 A maximum of 2 well-behaved dogs are permitted unless agreed otherwise in writing.
8.3 Dogs must comply with the House Rules, including any rules on where dogs are allowed within the Property.
8.4 Dogs must not be left unattended in the Property.
8.5 You are responsible for cleaning up after your dog, including in the outside space.
8.6 You are responsible for any damage, additional cleaning, nuisance, fouling, infestation or parasite treatment required as a result of dogs or other animals brought to the Property.
8.7 We reserve the right to require the immediate removal of any dog that causes nuisance, damage, danger, distress or unreasonable disturbance.
8.8 Registered assistance animals are permitted in accordance with applicable law. Please notify us in advance where possible so we can make appropriate arrangements.
9. Price and Payment
9.1 The Booking Price will be confirmed in the Booking Confirmation.
9.2 Payment must be made in accordance with the payment terms shown at the time of booking and/or in the Booking Confirmation.
9.3 Where a deposit or part-payment is taken, the balance must be paid by the date stated in the Booking Confirmation.
9.4 Where a Booking is made after the balance due date, the full Booking Price is payable at the time of booking.
9.5 No access to the Property will be provided unless the Booking Price and any required Security Deposit, fees or charges have been paid in full.
9.6 We reserve the right to cancel the Booking if payment is not made when due.
10. Security Deposit, Damage and Additional Charges
10.1 We may request a Security Deposit, refundable deposit, pre-authorisation or damage hold before or during the Booking.
10.2 You must take reasonable care of the Property, its contents, fixtures, fittings, furniture, appliances, keys, access equipment and outside areas.
10.3 You must leave the Property and its contents in broadly the same condition as you found them, except for reasonable use and normal cleaning.
10.4 You must report any damage, breakage, loss, defect, maintenance issue, safety issue, alarm fault, water leak, electrical issue, lock issue or fire safety concern as soon as possible.
10.5 You may be charged for reasonable costs, losses or expenses arising from:
- damage to the Property or its contents;
- missing items;
- excessive cleaning;
- smoking or vaping inside the Property;
- unauthorised guests or visitors;
- unauthorised dogs or animals;
- damage, nuisance or additional cleaning caused by dogs;
- lost keys, damaged locks, damaged access equipment or avoidable call-outs;
- misuse of appliances, utilities, heating, smart devices or safety equipment;
- breach of fire safety instructions or House Rules;
- failure to leave the Property by the agreed check-out time;
- any other breach of these Terms or the House Rules that causes us loss or cost.
10.6 Any charges will be limited to our reasonable costs, losses or expenses.
10.7 We may deduct reasonable charges from the Security Deposit or request payment from you. If the Security Deposit is insufficient, you remain responsible for the balance.
11. Cancellation by You
11.1 You may cancel your Booking by notifying us in writing.
11.2 The refund due, if any, will be calculated in accordance with the cancellation policy shown at the time of booking and/or stated in your Booking Confirmation.
11.3 The time and date of cancellation will be the time and date on which we receive your written cancellation notice.
11.4 We strongly recommend that you take out appropriate travel insurance to cover cancellation, illness, travel disruption, personal circumstances and other events that may affect your stay.
11.5 If you leave voluntarily before the Departure Date, fail to arrive, or are unable to travel due to personal circumstances, illness, transport disruption, vehicle breakdown, work commitments, family emergencies or other circumstances affecting you or your Group, this will be treated as a cancellation by you unless we are legally required to treat it otherwise.
11.6 If you cancel your Booking, we may try to re-let the Property for the cancelled dates. If we are able to re-let the Property, we may refund any amount recovered, less reasonable administrative costs and any difference between the original Booking Price and the re-let price.
12. Cancellation by Us
12.1 We may cancel your Booking before or during your stay if:
- you fail to make payment when due;
- you provide false or misleading booking information;
- you exceed the maximum occupancy or bring unauthorised guests;
- you bring unauthorised dogs or animals;
- you materially breach these Terms or the House Rules;
- we reasonably believe that the Booking may cause damage, nuisance, safety risk or unlawful use of the Property;
- the Property becomes unavailable due to an Event Outside Our Control;
- the Property becomes unsafe, uninhabitable or unsuitable for guest accommodation.
12.2 If we cancel because the Property cannot be provided, we will refund payments made for accommodation not provided.
12.3 If we cancel because of your serious breach, no refund will be due and we may recover any additional losses, costs or expenses caused by the breach.
12.4 We are not responsible for travel, alternative accommodation or other costs unless we are legally required to be responsible.
13. Repairs, Maintenance and Services
13.1 You must report maintenance issues promptly.
13.2 We will take reasonable steps to repair faults or restore services as soon as reasonably practicable.
13.3 We cannot guarantee that appliances, Wi-Fi, heating, hot water, utilities, smart devices or other facilities will be uninterrupted or fault-free at all times.
13.4 No refund or compensation will be due for temporary failure of appliances, Wi-Fi, utilities or services unless required by law, although we will consider each case fairly and reasonably.
13.5 We, our agents, cleaners, contractors or tradespeople may enter the Property where reasonably necessary for inspection, repair, maintenance, emergency, safety, security or compliance reasons.
13.6 We will give reasonable notice before entering the Property where practicable, except in an emergency or where immediate access is reasonably required.
14. Wi-Fi, Smart Devices, Utilities and Locked Areas
14.1 Wi-Fi is provided for reasonable domestic and recreational use only.
14.2 We do not guarantee Wi-Fi speed, bandwidth, availability or uninterrupted service.
14.3 You must not use the internet or Property utilities for unlawful purposes.
14.4 You must not tamper with safety equipment, utility equipment, smart devices or locked/private storage areas, including locked cupboards, under-bed storage, the Wi-Fi router, smart lock, thermostat, fuse box, water stopcock, smoke alarms, carbon monoxide alarms, fire alarm remote, emergency torches or fire safety equipment.
14.5 You must not attempt to force, unlock, open or access locked cupboards, locked rooms, private storage areas or areas marked as private or not for guest use.
14.6 You must not interfere with, disable, cover, remove or damage any alarm, detector, emergency torch, safety notice, fire safety equipment or security equipment.
15. Fire Safety, Smoking, Log Burner and Charging
15.1 Smoking, including e-cigarettes and vapes, is not permitted inside the Property.
15.2 You and your Group must comply with all fire safety instructions, Fire Action Notices, House Rules and any safety guidance provided at the Property.
15.3 Candles, tea lights, incense, portable heaters, BBQs, disposable BBQs, firepits, fireworks, lanterns, ethanol burners and outdoor cooking appliances are not permitted.
15.4 The log burner must only be used with wood/logs and strictly in accordance with the House Rules and House Manual.
15.5 You must not leave cooking, the log burner, candles, electrical appliances or other heat sources unattended.
15.6 You must keep escape routes, stairs, landings, halls, doorways and exits clear at all times.
15.7 You must not overload sockets or use extension leads or plug adapters where avoidable.
15.8 There is no electric vehicle charging facility at the Property. Domestic sockets must not be used to charge electric or hybrid vehicles.
15.9 Electric bikes, scooters, mobility batteries or similar battery-powered transport devices must not be charged at the Property and must not be stored in hallways, stairways, landings, doorways or escape routes.
15.10 Any fire, suspected fire, carbon monoxide alarm, serious safety incident or life-threatening emergency must be reported to the emergency services first by calling 999.
16. Parking and Vehicles
16.1 Any parking information provided is for guidance only and does not guarantee availability of a parking space unless expressly stated in the Booking Confirmation.
16.2 Where a parking permit is provided or arranged, you must provide accurate vehicle details when requested.
16.3 You are responsible for complying with all parking rules, restrictions, permit requirements, road markings and local regulations.
16.4 We are not responsible for parking fines, penalties, vehicle damage, theft, loss or lack of available parking.
16.5 Vehicles and belongings are left at your own risk.
17. Belongings and Lost Property
17.1 You are responsible for your belongings throughout your stay.
17.2 All belongings must be removed by the Departure Date.
17.3 We cannot guarantee the return of lost property.
17.4 Where we agree to return lost property, you may be charged reasonable postage, packaging and administration costs.
17.5 Unclaimed items may be disposed of after a reasonable period.
18. Recommendations and Third Parties
18.1 Any recommendations for restaurants, attractions, activities, transport, services or local amenities are personal recommendations only.
18.2 We are not responsible for the availability, quality, safety, conduct, pricing or service of third-party businesses or services.
18.3 Third-party providers, including caterers, entertainers, private chefs, photographers, film crews, contractors or service providers, must not attend the Property without our prior written permission.
19. Our Liability to You
19.1 Nothing in these Terms excludes or limits our liability where it would be unlawful to do so.
19.2 We are responsible for foreseeable loss or damage caused by our breach of these Terms or our negligence.
19.3 We are not responsible for loss or damage that is not foreseeable.
19.4 Unless confirmed otherwise in the Booking Confirmation, we make the Property available for domestic and private holiday use only, and you agree not to use the Property for any commercial, business or resale purpose. If we discover that your Booking was made for a commercial or business purpose that was not disclosed to us before we issued the Booking Confirmation, this will be treated as a material breach of these Terms and we may cancel your Booking immediately, in which case no refund will be due. Any permitted commercial or business use is strictly limited to the use confirmed in the Booking Confirmation.
19.5 We are not responsible for loss of profit, loss of business, business interruption, loss of opportunity, travel costs, alternative accommodation costs, or loss of or damage to belongings, vehicles or pets, except where we are legally responsible.
19.6 All belongings, vehicles and pets are brought to or left at the Property at your own risk.
20. Events Outside Our Control
20.1 Neither party will be liable for delay or failure to perform obligations where caused by events outside reasonable control.
20.2 Events outside reasonable control may include extreme weather, fire, flood, storm, utility failure, appliance failure, pest issue, civil emergency, pandemic, epidemic, government restriction, strike, war, terrorism, public disorder, road closure, or other events beyond reasonable control.
20.3 If the Property cannot be provided because of an event outside our control, we will contact you as soon as reasonably possible and arrange any refund due for accommodation not provided.
20.4 We are not responsible for travel, alternative accommodation or other costs arising from events outside our control unless we are legally required to be responsible.
21. Personal Information
21.1 We will use your personal information to manage your Booking, communicate with you, process payments, arrange access, manage parking permits, protect the Property, comply with legal obligations and operate our business.
21.2 Personal information may include your name, contact details, payment details, booking details, guest numbers, vehicle registration, access records and messages with us.
21.3 We will process your personal information in accordance with Hospitable’s Privacy Policy and our own Privacy Policy.
22. Changes to Booking or Terms
22.1 Any change to your Booking must be agreed by us in writing.
22.2 We cannot guarantee that requested changes can be accommodated.
22.3 Additional charges may apply for changes to dates, guest numbers, dogs, length of stay or other booking details.
22.4 We may update these Terms from time to time.
22.5 The Terms that apply to your Booking will be those provided or made available to you at the time your Booking is confirmed, unless a change is required by law or agreed with you.
23. Complaints and Problems During Your Stay
23.1 If you experience a problem during your stay, you must notify us as soon as reasonably possible so that we have the opportunity to investigate and, where appropriate, put things right.
23.2 You must not wait until after departure to report an issue that could reasonably have been raised during your stay.
23.3 We will deal with complaints fairly and reasonably.
24. Other Important Terms
24.1 We may transfer our rights and obligations under these Terms to another person or legal entity, provided this does not affect your rights.
24.2 You may not transfer your rights or obligations under these Terms without our prior written permission.
24.3 No person other than you and us has any right to enforce these Terms.
24.4 Each clause of these Terms operates separately. If any court or relevant authority decides that any clause is unlawful or unenforceable, the remaining clauses will continue in full force and effect.
24.5 If we do not enforce a right immediately, this does not mean we have waived that right.
24.6 If we choose to waive any right, we will only do so in writing.
24.7 These Terms are governed by the law of England and Wales.
24.8 The parties agree to submit to the non-exclusive jurisdiction of the courts of England and Wales. If you are resident in Scotland or Northern Ireland, you may also bring proceedings in Scotland or Northern Ireland respectively.
25. Guest Acknowledgement
By making a Booking, you confirm that:
- you are at least 18 years old;
- the information you have provided is accurate;
- you will be staying at the Property unless agreed otherwise in writing;
- you have told us if your Booking is a Commercial Booking (clause 2.9);
- you accept responsibility for your Group;
- you have read, understood and agree to these Terms;
- you have received or been given access to the House Rules;
- you agree to comply with the House Rules, fire safety instructions and any reasonable instructions provided by us.
The Lead Guest name, booking reference, arrival and departure dates, number of guests and dog arrangements are as stated in your Booking Confirmation.
Booking Terms and Conditions — Version 3, August 2026.