Booking Conditions

All bookings accepted by Norfolk Holiday Properties (NHP), on behalf of the Owner, are subject to the following terms.

When you make a Booking with us, you confirm acceptance of these terms and conditions and agree to abide by them.


Booking: a reservation for use of a Property between two specified dates.

Contract of Hire: the legally binding contract between the Hirer and the Owner, for use of a property.

Rental fee: the total price payable by the hirer for use of the property. This includes the accommodation fees (if VAT is applicable, it is included in the price), a booking fee, as well as any other booking extras such as pet fees.

Hirer: the person (“You”) who makes the booking and thereby enters into the Contract of Hire with the Owner.

NHP: Norfolk Holiday Properties is a trading name of Hostberry Limited, registered in England and Wales company number: 11702678.

Owner: the Owner of the property.

Property: the property booked by the Hirer, subject to the terms and conditions.

Force Majeure Event: any circumstances not within a party’s reasonable control including but not limited to acts of god, war, natural disasters, epidemic or pandemic (if declared by official health organisation), strike action, explosion or accident, fire, flooding, or terrorist attacks, any UK government legislation introduced as a result of the previous examples, which either directly or indirectly affect the ability of the relevant party to fulfil their contractual obligations.

Hostberry Limited trading as Norfolk Holiday Properties are agents for the property Owners. The Contract of Hire is between the Hirer and the Owner of the property.

The Contract of Hire is not effective until NHP send written confirmation of the booking. Bookings are not permitted by Hirers under 18 years of age. NHP reserves the right the cancel a booking made by anyone who is, or is believed to be, under 18 at the time the booking was made.

Bookings can made on our website, by calling our office on 01603 981390 or by contacting us at with your requirements.

A booking deposit is required to secure a booking. The booking is taken on a provisional basis until the deposit has been paid in full and the booking confirmation email has been issued.

Deposit and balance payments must be paid on time and prior to the start of the holiday. Failure to pay the deposit or balance in full by the due dates stated at the time of booking and in your booking confirmation emails will constitute a cancellation of the booking by the Hirer.

Where VAT applies to a property it is included in the price shown.

We accept payments by credit card, debit card or BACS. There is no charge for paying by credit or debit card.

Funds must be cleared before the start date of your booking.

The Rental Period commences, from the check-in time stated on your booking confirmation email on the first day of your booking and terminates at the check-out time stated on your booking confirmation email on the day of departure.

The property must be vacated by the agreed check out time on the day of departure. Late departure will result in an additional charge being made.

NHP will endeavour, but is under no obligation, to consider a request from you to change the Rental Period after it has been confirmed and accepted, including a change of dates and early check ins or late check outs.

When requesting to change dates You will be required to pay the difference if your new dates are advertised at a higher price.

NHP charge a booking fee, due at the time of booking. Once a booking is confirmed, the booking fee is non-refundable.

To cancel a confirmed booking you must send written notification to as soon as possible. Your booking will be cancelled the same day we receive your written notice.

In the event of a cancellation, You are liable to pay a cancellation fee, in addition to the non-refundable booking fee, the amount is dependent on the number of days before the Rental Period start date that the written notice of cancellation is received.

The amount you will be charged when cancelling:
1-28 days before arrival: 100% of the accommodation cost.
More than 28 days before arrival: 30% of the accommodation cost.

Following a cancellation, we will re-advertise and attempt to re-book your dates. Provided your dates are rebooked in full, for the same price, we will normally, but at our absolute discretion refund You the cancellation fee you are liable to pay less a handling charge of £50.

If You depart voluntarily before the end of your Rental Period no refund will be issued.

We strongly recommend you take out holiday cancellation insurance.

You agree to take reasonable precaution to ensure the property You book is suitable for Your needs. This includes but is not limited to accessibility, property type, location, facilities and garden / grounds. NHP can answer any queries as to the suitability of a property.

The property, furnishings, kitchen equipment, crockery and glasses must be left clean and tidy at the end of your booking. We retain the right to make an additional charge for cleaning should the property not be left in a similar condition to the way it was found at the start of the holiday.

You are required to put refuse/recycling in the appropriate place to await collection in accordance with the instructions left at the Property. You are also required to return the bin to the appropriate location following collection. You must notify NHP if a collection is missed.

Towels must not be removed from the property, please bring your own beach towels.

You agree to allow the Owner and/or NHP access to the property at all reasonable times and in the case of emergency with or without You or Your party present to allow maintenance work and visits to allow the Owner and/or NHP to comply with regulatory requirements.

Under no circumstances can party numbers exceed the maximum stated occupancy of a property. If it is found that more people than agreed are using the property, this will be considered a breach of contract and the Hirer and their party will be asked to leave immediately without any refund. Sub-letting or assignation of the let is prohibited.

No party, event or gathering may take place at the property without prior consent. It is also not permitted for any commercial enterprise or supplier of leisure activities to visit the property during your stay without the Owner’s consent e.g., a caterer, performer etc. Should any of these terms be breached the Owner has the right to repossess the property without any compensation or refund due to You or your party.

10. PETS
Any property which accepts pets will have this information clearly displayed on the property listing. All pets must be house trained, and the number and type of pet must not exceed what was agreed at the time of booking, otherwise a breach of contract will be deemed to have taken place.

Pets must not be left unaccompanied in the property at any time. Any fouling of lawns must be cleared up without delay. Guests must bring the pets own bed or basket for sleeping in. Pets must not lie on beds or furnishings, and hair must be well cleared up before departing. Pet owners must ensure that their pets are free from parasites and fleas before they occupy the property. Failure to do so will incur subsequent charges.

Guests with pet allergies
Please note that pets may have been present at your chosen property even if it is not “pet friendly” as standard. This may include assistance dogs or the Owners dog for example. Neither NHP nor the Owner accept responsibility or liability for suffering which may occur as a result of pets being present. The Owner and NHP cannot guarantee that the property will be free from pet hair.

Use of the property and any other amenities offered such as tennis courts, swimming pools, hot tubs, gyms, beach huts and boats are entirely at the Hirer’s risk and neither NHP nor the Owner accepts responsibility for injury, or loss or damage to the Hirer or visitor’s possessions. When using either a swimming pool or hot tub you agree to adhere to any rules / terms of use displayed in the property and in the property guide. Unless otherwise stated, swimming pools are self-regulated and do not have lifeguards. You are responsible for the supervision of children at all times.

Neither NHP nor the Owner accept liability for happenings outside their reasonable control, such as breakdown of equipment, domestic appliances, plumbing, wiring, temporary invasion of pests and damage resulting from exceptional weather conditions. You also accept that NHP acting as agent for the owner are not liable for any negligence on the part of the Owner resulting in loss, injury or accident.

Neither the Owner or NHP can be held responsible for the non-availability or poor quality of WIFI or mobile phone signal at the property as these are matters beyond their control. Where a property is advertised as having WIFI neither the Owner or NHP guarantee availability or data speed.

Fuel for open fires/stoves is not provided unless specifically advertised as being provided. If inappropriate fuel is used on an open fire or stove, you will be liable for the cost of making good any damage.

Electric vehicles are catered for wherever possible. Not all properties are suitable however, we highly recommend enquiring prior to booking to confirm this for your property. If your property does not have a designated vehicle charger installed, then under no circumstances can you plug your vehicle into the mains socket using an adapter instead. The Owner reserves the right to charge additional fees for vehicle charging and to refuse access to vehicle charging points if they do not think it is suitable or may cause damage to their properties electrical installation.

Properties with hot tubs or swimming pools:
In the unlikely event that an included hot tub or swimming pool is unavailable during your stay, you are entitled to a 20% refund of the nightly rate paid, per 24 hours that the hot tub or swimming pool is not operational.

NHP and the Owner reserve the right to ask the Hirer and their party to leave the property, without refund, should the behaviour of the Hirer and/or their party be considered, in their opinion, unreasonable.

We reserve the right to refuse entry to anyone, who in the Owner’s opinion is not suitable to or capable of taking care of the property.

In the unlikely event the Property is not available during the Rental Period as a result of a Force Majeure Event or if the Hirer is legally prohibited from travelling as a result of a Force Majeure Event, then the booking may be cancelled.

In this situation the Hirer will be offered a choice of rescheduling their booking and / or transferring to another property or to receive a full refund of any monies paid (less the administrative costs such as the booking fee).

When choosing to reschedule, the Hirer is liable to pay the difference if the alternative property is advertised at a higher cost. A refund of the difference will be issued if the alternative property is advertised for less.

The Hirer should make every effort to keep the property, fixtures and fittings and all contents in the same state of repair and condition as at the start of the Rental Period. Any damage or breakages should be reported to either NHP, the Property Owner (or their representative) prior to departure. The Owner retains the right to make an additional charge for damage and breakages although it should be noted that minor breakages and reasonable wear and tear (in the opinion of the Property Owner) will not be charged for.

Smoking is strictly prohibited inside any property, including E-cigarettes and other Vaping products. Smoking or vaping inside a property will incur additional charges or retained deposit.

Most properties require either an Accidental Damage Deposit or charge an Accidental Damage Deposit Waiver.

You will be notified at the time of booking if your reservation requires an Accidental Damage Deposit, this is due with the balance payment of your booking. This is held by NHP and may be retained partially or in full to cover the costs of repairs, replacements or additional cleaning required after your booking. The balance of the breakage deposit (subject to deductions) will be returned within 7 working days of Your departure date. Where such costs exceed the amount of the breakage deposit you will be charged the difference and agree to pay NHP within 14 days of being notified.

Where you are instead charged an Accidental Damage Deposit Waiver you are not liable to pay the Accidental Damage Deposit. Instead, a smaller, non-refundable payment is made to NHP. The Accidental Damage Deposit Waiver covers the cost of making good any loss or damage to the Property and/or its contents caused through act or omission of You, any of your guests or accompanying animals up to a predetermined amount will not be recoverable from You, the amount will be stated in your booking confirmation email (if the cover is included).

Where any such damage caused exceeds this amount, you agree to pay to NHP, acting on behalf of the Owner, the additional amount to make good any such loss or damage above the predetermined amount. Criminal or deliberate damage will not be covered by the Accidental Damage Deposit Waiver.

Some of our properties are period homes well over 100 years old and much of their character and charm is due to their age. When choosing to stay in an older property You must keep in mind that many were built before damp proof courses and cavity wall insulation and so may show signs of damp, which often becomes worse at certain times of the year. Please keep this in mind if your party includes elderly/infirm persons or very young children.

Older homes will typically feature steep stairs, low ceilings / beams and uneven floors, You must take these factors into consideration when choosing your property. Please note that features such as these are stated on each property’s’ listing and NHP can advise you as to the suitability of the property for you needs.

NHP acts as agents on behalf of the Owner and cannot accept liability for any act or neglect on their part, or anyone employed by or representing them. NHP accept no responsibility for personal injury or death of the Hirer or guests, or loss or damage to their property, relating to matters which NHP has no control over, except to the extent that personal injury or death is caused by the negligence or fraudulent misrepresentation or for any liability which cannot be excluded by law.

Whilst every care is taken to provide a true and accurate description of all properties, over time, alterations are made, and some things do change. Please be advised if a property is listed as having an enclosed garden, this does not necessarily mean it is secure.

Every endeavour is made to ensure your stay with us is memorable for all the right reasons however if you do have any issues or complaints, these must be made to NHP immediately so we can investigate and do our best to put it right.

In no circumstances can compensation or refunds be made for any complaints that are made after the booking has ended, or where the Hirer has denied NHP or the Owners the opportunity to try to put matters right during their stay.

Neither NHP or the Owner can accept responsibility for building / road / maintenance work taking place outside the boundary of the property or from noise or nuisance resulting from a third-party activity of which we have no control.

NHP will process your data in accordance with its Privacy Policy. Your Party names and contact information will only be shared with the Owner in order to manage your booking. NHP will hold the information you provide when making your booking as part of your booking record unless you ask us to delete it. To request your information is removed email us at

Norfolk Holiday Properties reserves the right to alter these Booking Conditions at any time. These Booking Conditions supersede all previous versions.

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