Direct booking terms

1. Who you are booking with

Your direct booking is with [detail to be confirmed] trading as Crown Cove House, at 51 Kirkley Cliff Road, Lowestoft, Suffolk, NR33 0DF.

You can contact us at hello@crowncovehouse.co.uk (opens in a new tab) with questions or bookings@crowncovehouse.co.uk (opens in a new tab) about a booking.

These terms apply to bookings made directly with us, including through this website. Bookings made through Airbnb are subject to the booking terms and cancellation policy shown on Airbnb.

2. The accommodation and your party

Crown Cove House is a private self-catering space within our family home. It has its own entrance, living and sleeping area, separate kitchen-diner, bathroom and courtyard. We live in the main house.

The main bed is a double pull-down bed in the living room. There is no separate bedroom. Up to two small children can use foldaway beds in the same room, making the space compact when all beds are in use. A travel cot may be available by arrangement for an extra charge.

The maximum normal occupancy is two adults and two small children, including any infant within the agreed party. Please give accurate guest details and discuss any proposed change before arrival. We do not accept bookings for groups of adults.

The lead guest must be an adult and is our main contact for the booking. Please make sure everyone in your party knows the arrangements and house rules.

We provide self-catering accommodation; breakfast is not included.

3. Making a booking and paying

For online bookings, payment is due in full through our secure payment provider. Your total, including cleaning and any selected charges, is shown before you pay.

A reservation is confirmed when successful payment has been verified and we issue a booking confirmation. A price quotation, enquiry, temporary checkout hold or payment-processing screen is not confirmation.

Please check your confirmation and tell us promptly if anything is incorrect. The confirmation records your dates, party, agreed price and the terms applying to that booking.

You can normally book between one and 14 nights online. Please contact us about longer stays or repeat visits. Any different arrangements must be agreed in writing before they apply.

4. Prices and optional services

Cleaning is included in the accommodation price. We do not add an Airbnb booking fee to direct bookings.

The pet charge and its basis are displayed in your booking summary before payment. EV charging is available by arrangement at £10 per charge. Laundry for stays longer than a week may be arranged at £5 per load. We will agree any charge for a cot, extra cleaning, dog sitting or other optional service before you commit to it.

Optional services depend on availability and prior agreement. We will not substitute an unagreed charge or automatically add an optional service.

5. Cancelling your booking

Please cancel using your secure booking link or by contacting us at cancel@crowncovehouse.co.uk (opens in a new tab). If you cannot use either, telephone us so we can help. The relevant cancellation time is when we receive your cancellation, not when we read it or send an acknowledgement.

All deadlines use UK local time, including the change between GMT and British Summer Time. Your booking summary shows your exact full-refund deadline.

Before the full-refund deadline

You receive a full refund if you cancel before 2pm five calendar days before your arrival date.

After that deadline, but before arrival

The usual cancellation charge is the accommodation price for the first night plus 50% of the accommodation price for each remaining night.

This is the maximum under this part of the policy, not an automatic penalty. We reduce the charge to reflect costs saved and replacement bookings for the same dates, and will not retain more than our reasonable net loss caused by the cancellation. If there is a later reduction, we will make a further refund.

Unused prepaid optional services and the pet charge are refunded when the whole stay is cancelled.

Leaving early

If you leave after your stay has started, you pay for nights already used. For the unused part of the stay, the maximum cancellation charge is the next unused night plus 50% of the remaining unused nights. We reduce this for costs saved and replacement bookings, so that the charge does not exceed our reasonable net loss.

Unused prepaid optional services are refunded where they have not been supplied or reasonably incurred for you. A pet charge already incurred for the stay is not treated as unused simply because you leave early.

Not arriving

Please tell us if you will be late or cannot arrive. A missed arrival without contacting us may be treated as a no-show. We will try to contact you before treating the remainder of the stay as cancelled.

A no-show charge will not exceed the accommodation price of the booking and will be reduced for costs saved and replacement bookings. Unused prepaid optional services and a pet charge for a stay that never begins will be refunded.

Refunds and your rights

We will explain the cancellation calculation and any adjustment. Refunds are normally returned to the original payment method. We aim to initiate an agreed refund within 14 days; your payment provider may take further time to display it.

Bookings for accommodation on specified dates do not generally have the automatic 14-day cooling-off right that applies to some other online purchases. This does not remove your rights if we fail to provide the agreed service or your other statutory rights.

You may wish to consider travel insurance suitable for your circumstances.

6. Changing your dates

Contact us if you would like to change your dates or party. Changes depend on availability and may affect the price. We will explain any difference before you agree.

A change is effective when we confirm it in writing. If we cannot agree a change and you cancel instead, the cancellation policy applies to your existing booking.

7. If we cannot provide your stay

If we need to cancel or cannot provide the accommodation as agreed, we will contact you as soon as reasonably possible. Before your stay, we will refund all payments for the cancelled booking. If a problem affects only part of a stay, we will refund the unprovided part and any unused services.

Any alternative accommodation or dates require your agreement. A refund under this clause does not limit any other rights or remedies you may have under applicable law.

8. Arrival, departure and keys

Check-in is from 2pm and checkout is by 11am. Earlier arrival, later departure and other arrangements depend on availability and must be agreed beforehand.

We normally greet guests and hand over the keys. If we are unavailable, we may arrange keysafe access and send private arrival instructions.

Keep keys and access codes secure, and return the keys as instructed. Tell us promptly about a lost key. Any claim for replacement keys or necessary lock changes will be based on the reasonable actual cost, not a fixed penalty.

9. Dogs and assistance dogs

We welcome one large pet dog or two small pet dogs. Please include them in the booking details. The £20 pet charge and the applicable charging basis are shown before payment.

Dogs must not be left alone in the space or courtyard. Use the supplied dog blankets on furniture, keep the courtyard gate closed, supervise your dog and clear up after it.

Dog sitting is only available if specifically agreed in advance. Please do not make plans that depend on it until we have confirmed arrangements and any charge.

Assistance dogs are welcome without the pet charge. Please contact us about any adjustments that would help your stay. We do not require assistance-dog certification or details of a medical diagnosis as a condition of booking.

10. Access and suitability

The space is on the ground floor, with an internal step between the living room and kitchen. It is not fully step-free. The bathroom has a bath.

Please ask if you need measurements, photographs or more detail to decide whether the layout suits you. We will discuss reasonable adjustments and explain what we can provide.

11. House rules

Please treat the space, equipment and neighbours with care.

• No smoking or vaping, including e-cigarettes.
• Quiet hours are from 10pm to 7am.
• No parties or events.
• No commercial photography or filming.
• Keep within the agreed guest and pet arrangements.
• Do not leave dogs alone at the property.
• Follow the practical safety instructions supplied for the accommodation and equipment.

If there is a problem, we will normally explain it and give you a reasonable opportunity to put it right. For serious or repeated breaches, or behaviour that threatens people or property, we may require the stay to end. We will act proportionately. Any amount retained for unused accommodation must reflect our reasonable loss; this is not an automatic right to keep every payment.

12. Parking, charging and equipment

Free on-street parking is available at the front, subject to a space being available. It is not a reserved space. Private rear parking requires advance arrangement. Please check with us about larger vehicles.

EV charging is by arrangement at £10 per charge. We will explain the charging equipment and arrangements before use.

The barbecue, firepit, kayak and beach equipment are available by arrangement. Please check suitability, availability, any charge and the instructions before using them. Weather or other conditions may affect what can be provided. Equipment availability is not a promise of a supervised activity.

Please tell us promptly about faults or damage so we can help. Nothing in this section excludes responsibility that we have under the law.

13. Cleaning, damage and missing items

Normal cleaning is included. Please leave the accommodation reasonably tidy and report breakages or other problems during your stay.

We may seek the reasonable cost of damage, missing items or exceptional cleaning caused by your party beyond normal use and fair wear and tear. We will explain the claim and provide supporting details. We will take account of an item's age and condition rather than automatically charging for a new replacement.

We will contact you to discuss any claim and the proposed way to resolve it. We will not automatically charge a saved card for disputed damage.

14. Our responsibilities

We will provide the accommodation and agreed services with reasonable care and skill. Please give us a reasonable opportunity to resolve problems during your stay where possible.

We are responsible for loss or damage that is a foreseeable result of our breach of contract or failure to use reasonable care and skill. We do not exclude or limit liability where doing so would be unlawful, including for death or personal injury caused by negligence, fraud, or your statutory consumer rights.

15. Cameras and personal information

There is a Ring front-doorbell camera and exterior security cameras in the owners’ areas. Rear garden cameras cover our own garden, not the guest courtyard. We provide further information about relevant camera processing and booking information in our privacy notice.

16. Questions or complaints

Contact us at hello@crowncovehouse.co.uk (opens in a new tab) or bookings@crowncovehouse.co.uk (opens in a new tab) if you have a concern, ideally while we can still help during your stay. Please include your booking reference and explain what has happened.

We will consider your concern fairly. Raising a complaint does not affect your statutory rights.

17. These terms

The version accepted for your booking applies to that booking. Later website changes do not retrospectively change it without agreement.

These terms are governed by the law of England and Wales. This does not take away any mandatory consumer protection or right to bring proceedings in your home jurisdiction where the law provides it.