Guest Terms & Conditions

1. About us

Marske Country Estate Ltd is the operator of Marske Country Estate, Marske, Richmond, North Yorkshire.

Registered company name: Marske Country Estate Ltd
Company number: 16952333
Registered office: 9 Station Road, Barnsley, South Yorkshire, S71 4EW
Guest correspondence address: Marske Sawmill, Cat Bank, Marske, Richmond, North Yorkshire, DL11 7NB
Email: info@marskesawmill.com
Telephone: 07498 446966

In these Terms:

• “we”, “us” and “our” mean Marske Country Estate Ltd;
• “you” and “your” mean the person making the booking and all members of their party;
• “Lead Guest” means the person in whose name the booking is made;
• “Property” means the accommodation, unit, cottage, apartment, suite or other premises included in the booking;
• “Estate” means Marske Country Estate and its buildings, grounds, access roads, parking areas and facilities; and
• “Booking Confirmation” means the written confirmation issued by us or by the relevant booking platform.

5. Deposit and payment

Unless different payment terms are shown when you book:

• a deposit of 30% of the total booking price is payable when the booking is made;
• the remaining balance is due no later than 30 days before the arrival date; and
• bookings made within 30 days of arrival must be paid in full when booked.

Any payment timetable stated in your Booking Confirmation will take precedence.

We may collect payment automatically using the payment method supplied at the time of booking where you have authorised us or the booking platform to do so.

It is your responsibility to ensure that payment is made by the due date. We may send reminders, but we are not obliged to do so.

If payment is not received when due, we may treat the booking as cancelled by you. The Cancellation Policy will then apply.

Payments must be made in pounds sterling. You are responsible for any bank, card, exchange-rate or international payment charges imposed by your payment provider.

7. Cancellation by you

All cancellations must be made by the Lead Guest in writing by emailing info@marskesawmill.com.

A cancellation is effective when it is received by us, not when it is sent.

Our separate Cancellation Policy forms part of these Terms. It explains:

• the applicable cancellation charges;
• how refunds are calculated;
• what happens if the Property is rebooked;
• the treatment of booking amendments; and
• the position for OTA bookings.

You should obtain suitable UK travel insurance immediately after booking. Insurance should cover cancellation, illness, accident, travel disruption, severe weather and other circumstances that may prevent you from travelling.

Failure to obtain insurance does not make us responsible for losses that would otherwise have been insurable.

12. Arrival and departure

Unless your Booking Confirmation states otherwise:

• check-in is from 4:00 pm on the arrival date; and
• check-out is by 10:00 am on the departure date.

Arrival instructions, keysafe information and access details will normally be issued before arrival, once all required payments and guest information have been received.

You must not enter the Property before the agreed check-in time unless we have authorised early access.

The Property must be vacated by the stated departure time. Unauthorised late departure may result in a charge reflecting additional cleaning, staffing, guest relocation or other losses caused.

Please tell us in advance if you expect to arrive late or require specific arrival assistance.

38. Complaints after departure

If a concern remains unresolved, the Lead Guest should submit a written complaint to info@marskesawmill.com within 14 days after departure.

The complaint should include:

• the booking reference;
• the Property and dates;
• a description of the issue;
• when and how it was reported;
• any relevant photographs or evidence; and
• the resolution sought.

We will acknowledge the complaint and aim to provide a substantive response within 14 days, although complex matters may take longer.

Nothing in this complaints procedure affects your statutory rights.

51. Contacting us

Questions about a booking or these Terms should be directed to:

Marske Country Estate Ltd
Email: info@marskesawmill.com
Telephone: 07498 446966