TERMS AND CONDITIONS
GENERAL:
We ask that advance bookings are confirmed either by us or via a booking agent (Booking.com Air BnB). We aim to respond to any enquiries within 48 hours but sometimes it may be longer depending on our business responsibilities.
We do not accept American Express. Debit/Credit card transactions are free of charge. Payment can also be made in cash/personal cheques in pounds sterling.
The offer of accommodation is made subject to availability at the time of confirmation. Rooms will be held until 6pm, unless prior arrangements have been made for a later arrival; please telephone ahead if it looks as though you will arrive later than 6pm.
Room rates are provided on request which includes single occupancy rates.
Special business rates are available.
Twin Oaks Guest House is a NON SMOKING establishment.
Breakfast times vary – please ask when checking in.
Standard Check-in time is from 4.00pm until 6.00pm. We sometimes use a lockbox if we are unable to meet and greet guests. You will get a text with codes and instructions should this be required so please make sure we have your mobile number. Check out time is 10.00am. (Cruise guests can keep their room until 12noon for a small fee)
Children are welcome, but must not be left unattended in the Guest House at anytime.
PARKING – Please park at the front of the B&B, there is enough room for 4 cars so please park sensibly. Please DO NOT park around the back as we share this area with our neighbours. If you are going on a cruise, we will show you where to park on the day of your departure.
TWIN OAKS ACCESS STATEMENT – We aim to cater for the needs of all visitors in our six bedroomed bed and breakfast. Please ask for a copy of our Access Statement which has been produced as a guide in accessing our property.
Please note there are no downstairs rooms available.
TWIN OAKS CANCELLATION POLICY- We offer a flexible cancellation policy when booking through us directly. A minimum of 7 days’ notice is required for cancellation. If cancelled later, the first night only will be charged. However , if cancelled on the day of arrival or for a no-show, the total amount of the reservation will be charged.
For AirBnB and Booking.com reservations, please refer to their site for cancellation terms.
We would only cancel your booking if your accommodation was unavailable for reasons beyond our control. We would, however, attempt to offer you alternative accommodation. If this was not possible or unacceptable to you, then we would refund all monies paid by you for the holiday. Except in exceptional circumstances, our liability would not extend beyond this refund.
TWIN OAKS ENVIRONMENTAL POLICY- To help ensure the conservation of the beautiful New Forest and its wildlife for generations to come, Twin Oaks Guest House is committed to environmental management of our resources through re-cycling, energy and water conservation, restriction of waste and noxious matters, and the screening of all our suppliers.
If you would like to see a copy of our Environmental policy please ask.
TWIN OAKS GENERAL POLICIES-
Conduct We reserve the right to ask you to leave if your conduct or behaviour is unacceptable or disturbs other guests and you will be liable for the full cost of your stay. Food and drink provided by yourselves may be consumed on the premises without our prior agreement.
Liability We do not accept any liability for any damage, loss or injury to you or any of your party or vehicles or possessions, unless proven to have been caused by a negligent act by ourselves, employees or agents acting in the course of employment.
Privacy Any information collected in the course of a booking will be stored on our computer(s) unless you advise otherwise. This will not be shared with any third parties and only used for contacting you with reference to bookings.
Damage Please take care with our accommodation as it is also our home! You are responsible for any damage or breakages you cause to the accommodation or its contents. Please report these as soon as they occur. We do not usually charge for minor breakages but may seek recompense for repair or making good if the damage or breakage is significant. There will be an additional administration fee of £30.00 if you did not report the damage.