terms & conditions

We have some standard terms and conditions that are designed to ensure that we comply with regulations relating to matters such as fire, health and safety, and to enhance the comfort and wellbeing of our guests. If you would like more information relating to any aspect of these terms and conditions, please contact us on 01803 606550.

Bookings : A deposit equal to the first night tariff is required to secure your reservation. Please note that your deposit is non-refundable and non-transferable.  The deposit may be paid either by credit/debit card, or by cheque made payable to ‘Cloudlands’. We only accept cheques as a deposit if they can arrive in time to clear before arrival (minimum of 5 working days). Your deposit will be deducted from your final account. Bookings can only be accepted from individuals over the age of 18.

Cancellation and Insurance : By making your booking, our agreement is a legal contract. In the unlikely event that you have to cancel your reservation, our charges are as follows:

Over 42 days prior to arrival - loss of deposit
29 – 41 days prior to arrival - 50% of total stay
15 – 28 days prior to arrival - 60% of total stay
1 – 14 days prior to arrival - 90% of total stay
Within 24 hours of arrival / non arrival / early departure - 100% of total stay

Please note that your deposit is not re-fundable under any circumstances.

We advise that adequate holiday insurance is arranged to cover any eventuality.

Non-availability of Accommodation : We would only cancel your holiday 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.
Our liability would not extend beyond this refund.

Group Bookings : We do not accept ‘Hen’, ‘Stag’, or similar same sex group reservations. Please note that any group bookings of any other description must be approved at the time of booking. The on-line booking facility is designed for individual bookings and Cloudlands reserves the right to review the validity of any reservations that are not made in this spirit.

Payment : Although the balance of your accommodation is generally paid on departure it would be helpful if you could pay sooner if your departure time is likely to coincide with the service of breakfast. We accept payment by MasterCard, Visa, Maestro, Delta, and Solo cards. We do not charge for payments made by credit or debit card. You may of course pay using cash. Please note that cheques are no longer an accepted method of final balance payments.

Check-in and Departure Times : Bookings cover from 2.00pm on day of arrival to 10.00am on day of departure. Early arrivals and late departures may leave luggage with reception. Failure to vacate your room by 10.00am, without prior agreement, may incur extra charges. If your estimated time of arrival is after 9.00pm please call us to make arrangements.  Please note that to be fair to other guests we cannot accept very late arrivals (latest time is 10:30pm).

Breakfast : English Breakfast is served each morning between 8.00am and 9.15am. Please notify us before arrival of any special dietary requirements.

Takeaway food is not permitted anywhere on the premises.

Children : We regret that we are unable to accommodate children under the age of 5 years. Children aged 16 years and under must be sharing a room with a parent or guardian.

Dogs and other pets : We regret that facilities for dogs and pets are not available. Assistance dogs are welcome in Bedroom 4. The five registered charities that form Assistance Dogs (UK) are: Canine Partners; Dogs for the Disabled; Hearing Dogs for Deaf People; Support Dogs; and The Guide Dogs for the Blind Association.

Smoking Policy : Smoking is not permitted within the building at any time. Those wishing to smoke may do so in the garden area and car park. If we suspect that this rule is not being adhered to, we reserve the right to ask you to leave and make a charge for any additional cleaning that we deem necessary. Where a reservation has been secured using a credit or debit card, that card will be debited unless another payment method is offered and approved.

Non Residents : For security reasons only registered guests are allowed upstairs and in guest rooms; if you wish to entertain any other person this must be done with our permission.

Booking Liability : We have the right to discontinue to accommodate any person who, in our opinion, behaves unreasonably, damages property, is in danger to, or significant annoyance to others. In this event we reserve the right to make a charge for any additional charges that we deem necessary. Where a reservation has been secured using a credit or debit card, that card will be debited unless another payment method is offered and approved.

Safety Issues : The amenities are provided entirely at the user’s risk and we do not accept any responsibility, or liability, for any injury, loss, or damage, either to yourself, or any members of your party, or to any motor vehicles which may be parked on the premises.

Damages and Breakages : Please take care when staying in our property. The person who made the booking is responsible and liable for any breakages, or damage caused to the accommodation, or its contents. Any payment to cover this will be required either prior to departure, or after departure once the room has been checked. Please report any incidents as they occur. We do not normally charge for minor breakages, but we may send you an invoice for repair or making good if the damage or breakage is significant. Always use an ironing board when ironing in the bedroom as we will make a charge for any damage caused to carpets, including iron burn marks. Ironing boards and irons are available on request.

Privacy Policy : Any data collected during the course of this booking will be stored on our computer. With your permission we may from time to time contact you about promotions and offers. We will not share your details with any third party.

Walkers : Would walkers please be kind enough to remove boots and dirty clothing before entering the house. We do have some limited facilities for storing wet boots and clothing.

Bikers : Whilst we welcome motor cyclists we would ask you to be sensitive to any oil that may be carried into the building and into your bedroom.

A warm welcome awaits you at Cloudlands in Torquay.

All information is correct at the time of publishing and is subject to change and availability.

The proprietors reserve the right to alter these terms at its absolute discretion without prior notice.

Cloudlands, St Agnes Lane, Torquay, Devon TQ2 6QD
Tel: 01803 606550  Email: info@cloudlands.co.uk