Updated December 2024
Upon booking with Upper House you are deemed to have read in full and accepted the following Terms and Conditions:
Enquiries can be made by email or WhatsApp via our Bookings page.
ID must be given before check in in the form of a valid passport or a current driving licence.
Full payment is due in advance of occupation, this will be taken on the day of booking. Upon receipt of payment we will send you confirmation of your booking via email. You may extend your stay at any time, subject to availability. No extra fees are charged for last minute bookings.
Payment must be made in full, in advance by bank transfer. All prices quoted are in UK Pounds Sterling and are correct at the time of publication. Payment must be made in UK Pounds Sterling. Bookings using a credit/debit card must be made by, or with the consent of the cardholder. Guests must be over 21 years old to make a booking with Upper House.
Bookings for stays of 6 weeks or less must be paid in full at the time of booking and prior to occupancy.
We reserve the right to take a holding deposit of £300 for any booking, this decision is made at our discretion.
Deposits are taken by way of a credit/debit card and are refunded once all keys are returned and the property is checked over for damages.
All bookings are non refundable if cancelled within 30 days of the start of the booking. No refunds will be made for non-arrivals.
Depending on the reasons for your cancellation, you may be able to reclaim cancellation charges from your insurance company if you have taken out travel insurance. We strongly recommend that clients purchase adequate travel insurance. Regrettably, for the reasons given above, we have to treat any curtailment of your stay as a cancellation.
In exceptional circumstances, it may be necessary for us (Upper House) to cancel a booking, in the event of this we shall make all reasonable efforts to offer a suitable alternative, if we cannot offer alternative accommodation we will provide a full refund for the dates we cannot accommodate.
IF THE GUEST AMENDS A BOOKING
If a guest wishes to amend a booking (dates of stay, accommodation required, check in/out time), we will make all reasonable efforts to comply with the request(s) however the guest will be charged for any additional charges incurred. If the guest makes amendments to the booking once the stay has commenced we may not be able to comply with the request(s). If on any occasion the guest vacates the property early and wishes to terminate the remainder of their stay, this must be confirmed in writing and the keys be returned on the new agreed check-out date. We accept no liability for loss, damage or expense and cannot guarantee reimbursement of any costs incurred. Similarly in the event of keys not being returned upon check-out, we reserve the right to charge guests for lock replacement and key replacement.
IF WE AMEND A BOOKING
Upper House reserves the right to make any changes or amendments to any booking at any time. If it is necessary to amend a booking, we will make every effort to allocate a similar property, either in the same or a similar building, this may however not always be possible and another alternative may be offered. We are not obliged to provide any reimbursement or compensation.
Note: No items are to be removed from any apartments or dismantled in any way. Furniture is not to be moved within the apartment.
We cannot be held responsible for failure or interruption of services within or outside of the property – this includes utilities, appliances and communications (includes but is not limited to Washing Machine, Tumble Dryer, Dishwasher, Television, Broadband, Wi-Fi, Electricity, Water, and Heating). We cannot be held responsible for inconveniences such as noise, access or supply of services caused by engineering or repair works within or in another part of the property.
If there is an interruption to any services, once we receive notification, we will use all reasonable efforts to rectify the issue within a reasonable period of time.
We reserve the right to add or remove any of its services without prior notice.
We endeavour to have the house cleaned and ready for new guests by the check in time, however on rare occasions and in the event of staff shortage there may be a delay in cleaning. In the event of this, guests will be given access to the apartment from the check in time and the apartment will be cleaned as soon as possible. No compensation will be given for this.
Wireless broadband (Wi-Fi) is available in the house and is provided free of charge. We cannot guarantee connectivity at any given time; however we endeavour to maintain the hardware and connection. If there is a fault with the hardware provided (wireless router) we will give support and maintenance.
Extra bed linen can be provided at a cost of £25 per set (a set consists of 4 pillow cases, 1 duvet cover, 1 flat/fitted sheet). Extra towels can be provided at a cost of £15 per set (a set consists of 2 bath towels & 2 hand towels). Extra linen must be ordered within office hours (9am-6pm Monday-Friday) and can only be delivered within these hours.
A maid service is provided for stays of more than 14 nights at an additional cost. This service includes cleaning and refreshing the bed linen and towels. This does not include washing up or loading and unloading of the dishwasher (where applicable). We shall endeavour to give notice of our intention to attend, but cannot guarantee this. We will need you to ensure the floors and surfaces are not covered with personal effects.
The number of persons permitted to occupy the house is limited to the number of beds (we have 6 beds and can sleep 9). The house cannot be re-let/sublet to any other group/party. Under no circumstances may more than the maximum number of persons specified in the house description, or the reservation, occupy the house. We reserve the right to refuse admittance or terminate the stay if this condition is breached.
The number of beds available for use within the house is restricted to the number of guests booked on the reservation (ie one guest may use up to one bed and two guests may use up to two beds only). It is not acceptable, without good reason, for guests to use numerous beds (ie two guests using three or four beds). We reserve the right to assume that additional guest/s have been given access to the apartment to sleep overnight and we reserve the right to amend the accommodation charges. This decision is entirely at our discretion and evidence will be collected.
Check in is from 4.00pm. Checkout is by 10.00am.
If there is a delay in departing, Upper House reserves the right to charge for an additional night’s stay for every day the keys are not returned.
In the event of a late check-out or refusal to vacate the property by the booked check-out time, we reserve the right to remove all persons and property from the apartment. Any items left in an apartment past the agreed departure time are left at the owners risk – we accept no responsibility for these items and reserve the right to remove and store them.
In the event of keys not being returned, we reserve the right to charge guests for lock replacement, key replacement, building fob replacement - £75
Valid credit/debit card details must be supplied at the time of booking, in the event of damages to the property these card details will be used to charge the appropriate amount. We reserve the right to deduct from the relevant credit/debit card, without prior notice, all amounts chargeable under these conditions.
The house should be left in a reasonable state on departure, if (at our absolute discretion) we consider additional specialist cleaning is required (for example carpet cleaning to remove a stain), or an excessive amount of time to return a property to its previous state (eg glitter, excessive makeup) we will charge an additional fee of £150. When the duration of the booking is in excess of 28 days, a discretionary final cleaning charge of up to £150 may be charged. If the house is deemed unfit for occupation, you will be obliged to pay compensation to us for loss of revenues in addition to the costs of cleaning and repair.
We reserve the right to charge £250 (in addition to the general cleaning charges) for specialist cleaning to the property and/or its contents where it is left in an exceptionally bad condition or if we believe smoking has taken place in the house.
Damages to the apartment or contents must be paid in full by you. In the event of any breakages or damage discovered whilst your stay or after you vacate, we will notify you by e-mail or telephone immediately or within 10 days of your departure, providing a detailed breakdown of the damage and where possible a cost of rectification. Where possible, photographic evidence will also be supplied. It is your responsibility to check all items and that there is no damage to these items. Condition reports can also be provided at the beginning and at the end of the accommodation period if requested. Nothing in these terms and conditions limits or excludes our liability for death or personal injury resulting from our negligence or for any damage or liability incurred by you as a result of fraud or fraudulent misrepresentation by us or any liability that cannot by law be excluded.
Subject to the above, we shall not be liable for any loss of profits, loss of business, depletion of goodwill and/or similar losses, loss of anticipated savings, loss of goods, loss of contract, loss of use, loss of corruption of data or information, or any special, indirect, consequential or pure economic loss, costs, damages, charges or expenses.
Within 14 days of any deduction of any additional charges from a debit / credit card, we will provide you by e-mail or otherwise with a breakdown of the additional charges. In relation to any additional charges. The hirer is responsible for taking all reasonable care of the property and its contents. The property and all equipment, utensils, furniture etc. must be left clean and tidy at the end of the hire period, except in the case of normal wear and tear. The hirer will be responsible for making good any damage to the house or its contents which has occurred due to negligence, wilful damage or irresponsible behaviour on the part of those occupying the apartment or their guests. Such damage must be reported, without delay, to our office. The cost of the repair or replacement must be paid to Upper House. The hirer responsible for booking undertakes that no person will suffer anything to be done which would endanger the policy of our insurers in respect of the apartment and its contents which might make the same void or avoidable.
If you are booking for, as or on behalf of a business or business employee, that business shall indemnify us against all liabilities, costs, expenses, damages and losses (including any direct or indirect consequential losses, loss of profit, loss of reputation and all interest, penalties and legal and other reasonable professional costs and expenses) suffered or incurred by us arising out of or in connection with your, or your businesses, breach or negligent performance or non-performance of these terms and conditions. If you are booking for, as or on behalf of a business or business employee, our total liability in contract, tort(including negligence or breach of statutory duty), misrepresentation, restitution or otherwise arising in connection with the performance or contemplated performance of your booking shall be limited to the fees paid to us under your booking.
We shall not be liable for any failure or delay in performance of our obligations which results directly or indirectly from any cause or circumstance which is beyond our reasonable control, including (but not exclusively) act of God, outbreak of hostilities, riot, civil disturbance, acts of terrorism, revolution, the act of any government or authority (including but not limited to refusal or revocation of any licence or consent),fire, flood, lightning, explosion, fog or bad weather, interruption or failure of a utility service (including but not limited to electricity, gas, water or telecommunications), renovations undertaken at the property, strikes, lockouts or boycotts, embargo, blockade.
Other than in relation to death or personal injury caused by our negligence, or any other liability that by law cannot be excluded or restricted, our liability to you in relation to these conditions is limited to the higher of (i) GBP £1,000; and (ii) the value of the booking made with us.
Upper House offers free off road parking, the spaces will be available from 3pm onwards and must be vacated by 10 am on the day of departure.
We will not be liable for the theft of or damage to your vehicle or its contents.
We cannot be held responsible for any theft and/or damage of your personal belongings during your stay in any apartments or suites booked. Therefore you are advised to ensure you have appropriate insurances in place.
All warranties, conditions and other terms implied by statute or common law or otherwise are, to the fullest extent permitted by law, excluded from any contract with us and these conditions shall apply in their place.
We regret that we cannot accept liability for any loss, damage or additional expense where the booking needs to be altered or cancelled or we are unable to perform our contractual obligations.
As a result of events of ‘force majeure’. In these booking conditions ‘force majeure’ means any event which could not have been reasonably foreseen, or the consequences could not have been reasonably avoided, by us or the suppliers of the relevant services in question, even with the exercise of all due care. Such events may include war or threat of war, civil strife, terrorist activity, industrial dispute, natural or man-made disaster, fire, adverse weather conditions, and all similar events outside our or the relevant suppliers’ control. Nothing in these terms and conditions shall affect your statutory rights if you are a consumer.
These conditions and terms of contract and all matters arising there from are subject to the law of England and Wales and in the event of dispute; the client will be subject to the exclusive jurisdiction of the courts of England and Wales.
Upper House has the right to terminate a booking at any time on the grounds of partying, playing loud music, general nuisance behaviour, abusive behaviour whether verbal or physical, mistreatment of the house, non-payment or criminal activity on the part of those occupying the house or their guests. In such circumstances, Upper House is not obliged to provide or locate alternative accommodation. The period of notice is at the discretion of Upper House.
Upper House cannot be held responsible for any personal injury to any guests while in the property. Nor can we be held responsible for loss or damage to personal effects howsoever arising at the accommodation. Neither we, nor our representatives, can be held responsible for any circumstances beyond our control including, but not limited to, mechanical breakdown, illness or failure of any public service supply.
Representatives of Upper House or their subcontractors have the right of access to the property at any time, with due regard to the convenience of the hirer, for the purpose of inspection of the property and to carry out any essential repair or maintenance work.
Pets are permitted at Upper House by prior arrangement. Please see our Pet Policy.
Smoking or vaping is not permitted in the house at all. A surcharge of £250 will be made if evidence of smoking is discovered inside the house.
We do not expect and certainly do not want dissatisfied customers, but in the event that you are not entirely satisfied with the service offered, you should notify any complaint to us within 24 hours of arrival at the property by email to info@upperhouseworcestershire.co.uk. We will take all reasonable steps to settle the problem. Upper House shall not have any liability for any complaint submitted after the completion of the rental period.
All information supplied by Upper House, is given in good faith and is based on information available at the time. All reasonable measures have been taken to ensure the accuracy of any statement made either in writing or otherwise, but Upper House is not liable for any variation however caused. Upper House has the right to add or remove any of its services or facilities without prior notice.
Interest on overdue invoices shall accrue from the date when payment becomes due, From day to day, until the date of payment, at a rate of 4% above Lloyds Bank base rate in force at the time and shall accrue at such a rate after, as well as before any judgement.
The property is occupied as short stay accommodation and on this basis no rights of tenancy are created, they are exempt from security of tenure under the Rent Act. Upper House reserves the right to access the apartment and or terminate your stay at any time without prior notice if it deems necessary.
The properties cannot under any circumstances be used for partying, playing loud music or general nuisance behaviour. Guests must have regard for the neighbours. Upper House reserve the right to terminate your stay if they deem such behaviour has occurred. In the event of such a breach, no refund will be made, if such behaviour is deemed to have occurred an additional fee of £250 will be charged. An additional fee will be charged for any extra cleaning.
We do not knowingly accept bookings of this nature. Group bookings will be required to give a reason for their stay. If the booking is allowed and guests are found to be holding parties of any kind, you will be evicted immediately with no refunds due & a fee of £250 will be charged.
Use of the house for any behaviour deemed by the management of Upper House to be inappropriate or illegal will result in the immediate eviction of all guests without refund and, where necessary, reporting to the local police force for further investigation.
Reasonable care has been taken that the content of our website (and/or other means of promotion or advertising) is correct but it is subject to amendment at any time without notice. All content on our website (and/or other means of promotion or advertising) is published in good faith. We do not warrant that the content of our website (and/or other means of promotion or advertising) accurately or completely describe any of the properties. Our web site may link to other web sites and we are not responsible for the data policies, content or security of these web sites. You should note the following points about properties:
You and your party must comply with any rules and regulations set by us. We recommend that you take time to familiarise yourself with the safety procedures in the house, the building and local area, paying particular attention to fire evacuation details and security.
You and the other members of your party are responsible for payment of rental, any charges made for use of facilities, such as additional laundry services, and for any other fees levied by us for the use of amenities.
Where internet or broadband connectivity is available, you agree to use such services in a responsible manner and not for any illegal or immoral purpose.
All promotional codes promoted and distributed by Upper House via web/email/print/phone are subject to change/expiry/refusal at any time. Upper House reserves the right to change/refuse the details of promotions without notice. All valid promotions/discounts are added to the order before payment when booking; this allows clients to see whether or not the promotion has been added to the order. Upper House cannot apply discount/promotional codes for bookings over the phone or after the order has been placed.
Upper House often provide toiletries and condiments on arrival, these are complementary and provided at the discretion of Upper House. Toiletries, condiments etc will not be replenished throughout the stay; it is not the responsibility of Upper House to provide such items.
As standard, Upper House will often (but is not obliged to) provide the following on arrival; Sample of washing up liquid, one toilet roll per bathroom, one dishwasher tablet, one jay cloth, one bin bag, selection of toiletries.
Upper House accepts well-behaved pets.
If you have pre-arranged to bring a pet, please ensure you adhere to our pet policy that has been created with love and respect for you, our properties and your pooch…
Please bring your own dog beds, towels for drying them if wet, food bowls and water bowls.
Please no dogs on any of the furniture.
Please no dogs upstairs to protect our other guests who have allergies, we ask that all dogs sleep in the kitchen.
If dogs are dirty we ask that you do not allow them to leave the kitchen until mud has dried off to protect the sisal carpets and furniture.
Please always supervise your dog in the garden.
Please ensure your dog is not left unattended in the house unless in a dog crate.
Please pick up any poop straight away and place it in the black bin by the garage for disposal.
Please do not use our bathtowels to dry your dogs!
We live very close to working farms and there is livestock in our fields. We would therefore ask you to keep your dog on a lead anywhere outside the house.
Please leave the cottages free of any dog hair or paw marks on departure day.
If you have any questions, please ask. We're happy to help! Contact us by email or WhatsApp via our Bookings page.
All bookings are subject to these terms and conditions that are deemed to have been accepted in full by the hirer and all persons in the party. Payment of deposit and/or cottage fee also indicates acceptance of these Terms and Conditions.