Booking Terms & Conditions

These terms explain how bookings, payments, cancellations and stays at The Lobster Pot work.

England and Wales · Last updated August 2026

1. About these terms

These Booking Terms and Conditions apply to bookings for The Lobster Pot holiday accommodation. In these terms, “we”, “us” and “The Lobster Pot” mean the owners and operators of The Lobster Pot. “You” means the lead guest who makes the booking. The lead guest is responsible for the booking and for ensuring that every guest and visitor complies with these terms.

2. Making a booking

A booking request may be submitted through The Lobster Pot website or another booking method that we expressly accept. An automatically generated booking summary or acknowledgement is not confirmation of a booking.

A binding contract is formed only when we issue written booking confirmation and receive the payment stated as due at the time of booking. The booking confirmation, these terms and any information expressly incorporated into them form the contract.

The lead guest must be at least 21 years old and must provide complete and accurate booking information. The lead guest must tell us promptly if any booking information changes.

Bookings for accommodation on specified dates do not normally carry a statutory 14-day cooling-off right. Your cancellation rights are therefore those set out in section 5, together with any rights you have under applicable law.

3. Prices and payment

The total booking price and any compulsory charges will be shown before the booking is confirmed. We do not charge a surcharge for payment by consumer credit card or debit card.

• A deposit of 30% of the total booking price is payable when the booking is made.

• The remaining balance is due 30 days before the arrival date.

• For bookings made fewer than 30 days before arrival, the total booking price is payable when the booking is made.

• Payments from outside the United Kingdom must be made in pounds sterling. You are responsible for charges made by your own bank. We may recover only bank charges actually and reasonably incurred by us in receiving the payment.

If the balance is not received on its due date, we will send a payment reminder. If it remains unpaid seven days after that due date, we may treat the booking as cancelled by you. The deposit will be retained and any additional cancellation charge will be calculated under section 5, taking account of any amount recovered by rebooking the property.

4. Changes requested by you

Requests to change dates or other material booking details must be made in writing. Changes are subject to availability and are not effective until confirmed by us in writing. We may charge a £45 administration fee plus any difference in the booking price. If we cannot agree the requested change, the original booking remains in place. If you do not proceed with the original booking, this will be treated as a cancellation under section 5.

5. Cancellation by you

You must notify us in writing if you wish to cancel. The cancellation takes effect when we receive your notice. Subject to the provisions below, the following cancellation charges apply:

Cancellation charges are intended to reflect the loss we are likely to suffer, not to penalise you. We will take reasonable steps to rebook the property. If we recover money from a replacement booking for the same dates, we will refund the amount recovered after deducting any reduction in the replacement price and our reasonable, evidenced administration or rebooking costs. We will not retain more than our actual loss.

We strongly recommend that you obtain suitable UK holiday cancellation insurance covering illness, travel disruption, severe weather and other circumstances that may prevent you from travelling.

6. Cancellation or significant changes by us

If we have to cancel because the property is unavailable, unsafe or cannot lawfully be provided, we will contact you as soon as reasonably possible and offer either suitable alternative dates, where available, or a full refund of all amounts paid for the affected booking.

If cancellation results from circumstances within our reasonable control, this clause does not limit any additional rights or remedies you may have under consumer law. If cancellation results from circumstances beyond our reasonable control, our liability will be limited, to the extent permitted by law, to refunding the amounts paid for the accommodation or the affected part of the stay.

Refunds due under these terms will normally be made to the original payment method within 14 days after the refund amount has been agreed or confirmed.

7. Events beyond reasonable control

Neither party will be responsible for failing to perform an obligation where performance is prevented by an event beyond that party’s reasonable control. Examples may include serious damage to the property, interruption of essential utilities, government restrictions, natural disasters, extreme weather or other emergencies.

This section does not remove your statutory rights. If an event means that we cannot provide the property, section 6 applies. If the property remains available but you are unable or choose not to travel, the cancellation provisions in section 5 apply, which is why suitable travel insurance is strongly recommended.

8. Arrival and departure

• Check-in is from 4:00 pm on the arrival date.

• Check-out is by 10:00 am on the departure date.

Key-access arrangements will be provided before arrival. Keys must be returned in accordance with the departure instructions. If late departure prevents scheduled cleaning or causes other direct costs, we may recover the reasonable and evidenced additional cost from you.

A starter supply of lavatory paper, washing-up liquid, bin bags and basic cleaning products will be provided. These supplies are intended for arrival and are not an unlimited supply for the entire stay.

9. Occupancy, visitors and use of the property

• The maximum overnight occupancy is four guests, including children and infants unless otherwise confirmed by us in writing.

• No more than two dogs may stay at the property, and they must be included in the booking.

• Only the guests named or otherwise approved as part of the booking may stay overnight.

• Day visitors require our prior approval. Visitors must not stay overnight unless added to the booking, and the total number of people at the property must remain appropriate to its size, amenities and fire-safety arrangements.

• The property must not be used for parties, events, unlawful activity, business activity or commercial photography or filming without our prior written agreement.

• Noise must be kept at a considerate level, particularly during the evening and overnight. Guests must respect neighbours and the residential character of the area.

If booking information is materially false or incomplete—including the identity or age of the lead guest, guest or dog numbers, intended use of the property or information relevant to safety—we may refuse access or terminate the stay where reasonably necessary. Any refund or charge will reflect the circumstances, our actual loss and applicable consumer law.

10. Smoking, vaping and fireworks

Smoking and vaping are not permitted inside the house or in its garden. Fireworks must not be brought into, used at or released from the property or immediately adjacent land.

11. Dogs

Dogs are welcome, but their owners remain responsible for their supervision, behaviour and welfare. Dogs must not be left unattended where doing so may cause distress, nuisance or damage. Waste must be removed promptly and disposed of appropriately.

You are responsible for the reasonable and evidenced cost of repairing damage or carrying out exceptional cleaning caused by a dog in your party, excluding fair wear and tear. Please report any incident promptly so that we can arrange repairs or replacement before the next guests arrive.

12. Care of the property, breakages and cleanliness

You must take reasonable care of the house, its contents, fixtures, fittings and amenities and leave them in a reasonably clean and tidy condition. Dishes should be washed or placed in the dishwasher, rubbish placed in the appropriate bins and moved furniture returned to its original position.

Please report damage, breakages or significant cleaning issues as soon as reasonably possible through the contact details or app reporting facility provided. Accidental breakage of an ordinary glass or similar low-value item will not normally be charged.

Where damage, loss or exceptional cleaning is reasonably attributable to you, a guest, visitor or dog in your party, we may request payment of the reasonable and evidenced cost of repair, replacement or cleaning, allowing for age, condition, fair wear and tear and betterment. We will provide relevant evidence and give you a reasonable opportunity to comment before requesting payment. We will not impose punitive or arbitrary surcharges.

13. Utilities, heating and electric vehicles

Electricity, heating and water are included for reasonable domestic use. Heating and hot-water controls must be used in accordance with the house guide and must not be tampered with or reconfigured beyond normal guest controls.

Electric and hybrid vehicles may be charged only using the designated vehicle charging point and in accordance with its instructions. Domestic sockets, extension leads and trailing cables must not be used to charge a vehicle.

14. Wi-Fi

Wi-Fi details will be provided in the house and/or app. Wi-Fi is provided as a convenience and uninterrupted availability or speed cannot be guaranteed, particularly where interruption results from a third-party network or circumstances beyond our reasonable control.

15. Access to the property

We or our authorised representative may enter the property where reasonably necessary for inspection, maintenance, repair, safety, legal compliance or to prevent damage. Except in an emergency or where urgent action is reasonably required, we will give reasonable notice, attend at a reasonable time and minimise disruption to your stay.

16. Health, safety and children

Guests must follow reasonable safety information and appliance instructions provided in the house or app. Faults, damage or safety concerns should be reported promptly and affected equipment should not be used until confirmed safe.

The lead guest is responsible for appropriately supervising children and any vulnerable guests. Cleaning products and household items may be stored in cupboards; adults responsible for children must ensure they cannot access unsuitable products. Bathrooms and showers may be slippery when wet, and guests should use the mats provided and take ordinary care.

17. Complaints and problems during the stay

Please report any problem as soon as reasonably possible so that we have an opportunity to investigate and, where possible, resolve it during your stay. We may reasonably ask for photographs or access to inspect and correct the problem. If you unreasonably refuse an opportunity to remedy an issue, this may affect any remedy that would otherwise have been available.

Failure to report an issue promptly may affect our ability to investigate it, but does not remove or restrict your statutory rights. Complaints may also be submitted after departure using the contact details in section 1.

18. Parking, belongings and lost property

Vehicles and belongings are left at the property at the guest’s own risk except where loss or damage is caused by our negligence or another liability that cannot lawfully be excluded.

We are not responsible for belongings left behind, but will make reasonable efforts to identify and return them. You must pay the reasonable postage or courier cost before return. Unclaimed items may be disposed of after 28 days, subject to taking reasonable care with identification documents, medication or items that appear especially valuable or sensitive.

19. Liability

Nothing in these terms excludes or restricts liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of your statutory consumer rights, or any other liability that cannot lawfully be excluded or restricted.

Subject to the paragraph above, we are not responsible for loss or damage that is not a reasonably foreseeable result of our breach, results from your own act or omission or that of a guest, visitor or dog in your party, or arises from an independent third-party service that we do not provide or control. Recommendations for local businesses are provided for convenience and do not make us responsible for their services.

20. Website, app, privacy and communications

We process personal information to administer bookings, provide the stay, meet legal obligations, protect the property and communicate essential booking and safety information. Further information is set out in our Privacy Notice at the URL in section 1.

Booking confirmations, payment reminders, check-in instructions, safety messages and other communications necessary for the stay are service communications and do not require marketing consent.

Newsletters, promotional offers, return-stay marketing and promotional app notifications are optional. Where consent is required, they will be offered through a separate, unticked opt-in and will not be made a condition of booking or using the guest app. Consent may be withdrawn at any time using the unsubscribe or preference controls provided.

The website and app may contain links to third-party services. We are not responsible for third-party content, availability or privacy practices. Essential property and safety information will remain available through an appropriate alternative if the app is temporarily unavailable.

21. General

If any provision of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in effect. A delay in enforcing a right does not waive that right. No person other than you and us has any right to enforce this contract unless the law provides otherwise.

These terms and the booking contract are governed by the law of England and Wales. The courts of England and Wales will have jurisdiction, although a consumer resident elsewhere in the United Kingdom may also have rights to bring proceedings in their home jurisdiction where applicable law permits.

Nothing in these terms affects your statutory rights as a consumer.

22. Acceptance

By submitting a booking and accepting these terms, the lead guest confirms that they have read and understood them and have authority to make the booking on behalf of the guest party.