The total room fee is payable at the time of booking. When you submit a booking via our online reservation system you will receive an automatically generated booking confirmation by email, to the email address you provide in the booking form.
We accept several payment types via our payment partner, Stripe. By proceeding with your reservation, you consent to us initiating a payment for the expressed amount on your behalf.
Yes. Our website encrypts all communications between you and us (you should see a green padlock or similar by the URL in your browser). When making a direct booking on Durhamcitycottages.co.uk you will be passed through to our secure booking engine, powered by Planyo. Security, booking process data storage, is of critical importance and as such Planyo uses Amazon AWS (Zurich Switzerland region), considered the most secure cloud provider on the market. All data and transaction process is encrypted. Payments are processed through Stripe. We may temporarily store card information until you have checked out, so that we can easily make any additions to stay. We also retain card in case of unexplained, malicious damage or theft. We will contact you on discovery and aim to resolve without charge, however we reserve the right to charge your payment card for any damage or theft of property up to a maximum value of £500.
Yes, we store the data we need to allow us to take your booking and provide a service to you, in accordance with GDPR 6(1)(b). Data is held by us, and by Planyo, the company we use to administer your booking. All information is held securely.
In the event of cancellation within 4 weeks of the start date of your stay, you will be liable for the full amount. If you wish to cancel more than 4 weeks before your arrival date, you can do so by either contacting us direct, or using the Amend / Cancel facility on our website: Durhamcitycottages.co.uk/your-booking.php.
If for any reason beyond the control of the Owner the property is not available on the date booked (owing to fire damage for example) or the property is unsuitable for letting, all rent and charges paid in advance by the guests will be refunded in full, but the guests will have no further claim against the property owner.
Rooms will be ready for you from 3pm on your arrival date. You will be sent an email with your room number and code to retrieve the key from the secure lock box by the door. Please contact John if you have any questions before or after arrival. Please ensure you vacate the property by 10am on the day of your departure. Early arrivals or late departures are sometimes possible – please contact John to discuss this.
Your room(s) will be made up for the number of people stated on your booking. Please note that double rooms have one double bed. The Superior 2 bed suite has one double bed and twin single beds. We expressly do not allow additional guests to stay in your room, unless by prior agreement. Note that we will provide a temporary camp bed only and additional charges will apply. Any additional guests not booked in prior to arrival may be requested to leave.
Please report accidental damage or breakage if and when it happens so that repairs or replacement items can be arranged. All damages and breakages are the responsibility of the guests and the cost of making good shall be payable on demand. We do not accept liability for loss or damage to personal effects or for personal injury or accident and we suggest you make suitable insurance arrangements to cover these.
Up to 2 well behaved dogs are welcome to stay in certain rooms at Durham City Cottages, subject to the following. Please do not leave your dogs unattended at any time. Please do not allow dogs on soft furnishings. Please ensure you pick up after your pet, whether you are staying in a room with a courtyard garden or when out and in the car park. There is an additional charge of £20 per stay.
Great effort is made to maintain the highest standards for our guests. Should you experience a problem, please call John on +447749082266 during your stay so that we can arrange for things to be put right. We reserve the right to make changes to our website, description, images, pricing, terms etc, with immediate effect and without prior warning. We reserve the right to allocate rooms as that may be different from the one reserved. The room may be of the same or superior standard. You will be notified 24 hours before arrival of your room number and access key lock box code. For all enquiries, please contact John Khan by email, durhamcitycottages@btinternet.com or phone +447749082266.
Durham City Cottages is owned and operated by Khan Rooms Ltd.
