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Terms & Conditions

The Mermaid Accommodation Limited Terms & Conditions


General terms

This is a legally binding contract between the property owner, the property manager, and the holidaymaker. The property owner & the property manager is also referred to as “we”, “our” and “us”.

The property manager being; Mermaid Accommodation Limited, Unit 2A, SMT Technology Centre,  Prospect Road,  Cowes,  Isle of Wight,  PO31 7AD.

The holidaymaker is the person who signs the booking form or, in the case of online booking, the person who makes the online payment. This person is responsible for ensuring all members of the holiday party accept and adhere to these terms and conditions. The holidaymaker is also referred to as “you”.


  1. Making your booking

    All bookings depend on the property and other arrangements being available, You, as the person in charge of the party (“the party leader”), must be at least 18 years old at the time of booking. All other members of the party must authorise you to make the booking on the basis of these booking conditions. By making the booking, you confirm that you are authorised to make the booking and that all other members of the party agree that the booking will be governed by these booking conditions. You, as the party leader, are responsible for making all payments due to us.

    As long as the property is available and we have received all the relevant payments from you, we will give you written confirmation (see below) as soon as reasonably possible. This confirmation will show your booking details, the amount you have paid and the amount you still owe for the booking. Your binding contract with the owner will begin when we issue you with the written confirmation on behalf of the owner. For bookings made within 14 days of the departure date, you will have a binding contract with the owner when we give written confirmation of your booking to you or your travel agent and you have made the appropriate payments to us or your travel agent. If we pay the deposit into our bank account, it will not mean we have accepted a booking unless we have issued you with written confirmation. Please do not make any other travel arrangements (such as flights) until we have issued you with a written confirmation. We will give you your written confirmation either by post or by email. If you book with us online, we will acknowledge that we have received your booking and then send you confirmation by email. If you book by
    post or phone, we will send your confirmation to you by post unless you tell us at the time of booking that you would prefer it to be provided by email. It is your responsibility to check your emails regularly and to let us know about any change to your email address.

    We, the property manager, on behalf of the property owner, have the right to refuse any booking before we send you your written confirmation. If we do this, we will tell you in writing and promptly refund any money you have paid to us. In this case, neither we nor the owner or other service provider (if any) will have any legal responsibility to you

    As soon as you receive your confirmation, you must check the details carefully. If anything is not correct, you should tell us immediately. Please ensure that names are exactly as stated in the relevant passport. As we act only as a booking agent, we have no responsibility for any errors in any documentation except where an error is made by us. If you book through a travel agent, we will send your confirmation and all other documents to your travel agent.

    Where we offer the option of a provisional telephone booking, the property will be released for general sale after the agreed time period unless you fully confirm the booking.

    Even if we have sent a written confirmation, we the property manager, on behalf of the owner, have the right to cancel a booking where there are reasonable grounds to believe that; 
    (i) it is not legitimate booking; 
    (ii) you, the holidaymaker, are likely to breach any of our booking conditions;
    (iii) information supplied by you, the holidaymaker, in relation to your booking is incorrect;
    (iv) you have behaved in an abrasive, abusive or unlawful manner to owners, suppliers or our staff. If we cancel your booking, we will tell you in writing and neither we, the property manager nor the property owner will have any legal responsibility to you.

  2. Payment

    a. When you book a stay, you must pay the deposit amount then due by debit or credit card.

    b. The booking is taken as a provisional basis until the deposit had been paid in full and funds have cleared through the banking system (where appropriate). The booking then becomes confirmed. Until the booking becomes confirmed, it can be cancelled at any time without prior notice.

    c. The deposit must be paid within 7 working days of the provisional booking being taken.

    d. We only accept payment in pounds sterling (£).

    e. We must then receive the rest of the money owed no less than 6 weeks before the start of your stay.

    f. We will automatically collect the balance owed on the card that you used to pay the deposit, unless you settle the amount  owed before that date or unless you tell us otherwise, however, if you book less than 10 weeks before the start of your stay, we must receive full payment of the total cost of your booking (including any insurance premiums) when you make the booking.

    g. For any arrangements booked less than two weeks before the start of your stay, you must pay for the booking

  3. Cancellations

    a. Cancellation by the Holidaymaker:

    Cancellation of the booking by the holidaymaker should be made in writing and addressed to:

    Mermaid Accommodation Limited,
    Unit 2A, SMT Technology Centre,
    Prospect Road,
    Isle of Wight,
    PO31 7AD.

    The holidaymaker can alternatively contact the property manager through:

    You should include your full name and also your unique booking reference number. Your unique booking reference number will be given to you on your booking confirmation. You should also include the property name and the dates you booked to stay. Failing to provide these details may lengthen the time to process your cancellation.

    In the event of a cancellation, we will attempt to re-let the property and if successful, a discretionary payment may be made. However, we strongly
    recommend you take out holiday cancellation insurance.

    b. Cancellation by the Property Owner:

    The property owner will endeavour to make sure the stated property is available for the dates contracted. In the unlikely event, the property becomes not available and the property owner has to cancel the booking, the property owner will endeavour to find the holidaymaker suitable alternative accommodation. If suitable alternative accommodation cannot be found, the holidaymaker shall be entitled to a full refund.
    The property owner shall only be liable to return the monies received. No compensation or consequential losses shall be paid.

    c. Cutting short your stay:

    No refunds are payable in the event that you cut short your stay.

    d. Events beyond our  control:

    Unless we say otherwise in these booking conditions, unfortunately, we or the owner, and property manager will not be legally responsible either jointly or individually for any compensation if we or they are prevented from carrying out our responsibilities under this contract as a result of events beyond our control. This means an event we or they could not, even with all due care, avoid, including:
         • natural disaster;
         • malicious damage;
         • strike, lock-out or labour dispute;
         • fire, flood, snow or storm;
         • insolvency or bankruptcy of a property owner;
         • keeping to any law or governmental order, rule, regulation or direction, including advice from the foreign office to avoid or leave a country;

  4. Miscellaneous

    a. Whilst every care is taken to provide a true and accurate description of the property, over time, alterations are made and some things do change. The holidaymaker accepts that no refunds are available for such discrepancies.

    b. The property owner and or, property manager, reserves the right to enter the property, at a reasonable time, in the event of an emergency or remedial repair work being required.

    c. The property owner and or, property manager, is entitled to ask the holidaymaker to leave the property without any refund if, in the property owner’s opinion, the behaviour of the holidaymaker and/or his/her party is unacceptable.

    d. The property owner and or, property manager, reserves the right to refuse entry to anyone, who in the property owner’s opinion is not suitable to or capable of taking charge of the property.

    e. The property owner and or, property manager, reserves the right to ask the holidaymaker and their party to leave the property, without refund, should the behaviour of the holidaymaker and

  5. Number of Guests

    The maximum number of people entitled to stay is shown on each property page and is highlighted for your attention. Furthermore, only those people named on the booking form are entitled to stay. If it is found that more people than agreed are using the property, this will be considered a breach of contract and the holidaymaker and his/her party will be asked to leave immediately without any refund. Subletting or assignation of the let is prohibited.

  6. Pets

    a. Pets are allowed in the property subject to the property owner’s agreement. All pets must be house trained and the number and type of pet must not exceed what was agreed at the time of booking, otherwise, a breach of contract will be deemed to have taken place.

    b. Pets must not be left unaccompanied in the property at any time and must not be allowed on the beds or furniture. The holidaymaker shall be liable for all damage caused by his/her pet or any pet belonging to the holidaymaker’s party. A charge will be made for any additional cleaning required. The property owner cannot be held responsible for any accident or injury to a pet during their stay.

  7. Arrival and Departure

    Every effort will be made to have the property available from 15:00 (3 pm) on the day of arrival. This time could vary depending on the property. The property must be vacated by 10:00 (10 am) on the day of departure. Late departure will result in an additional charge being made. Information about keys and how to collect them will be provided once full payment has been received.

  8. Liability

    a. The property owner and property manager take no responsibility for the personal possessions of the holidaymaker or the holidaymaker’s party. Vehicles and possessions are left entirely at the risk of the holidaymaker.

    b. Children must be supervised in the properties at all times.

  9. Cleaning

    We would like to think the holidaymaker and party would treat the property as they would their own home and at the end of the holiday, the property is left in a clean and tidy condition. The property owner retains the right to make an additional charge for cleaning should the property not be left in a similar condition to the way it was found at the start of the holiday.

  10. Breakages

    The holidaymaker should make every effort to keep the property, fixtures and fittings and all contents in the same state of repair and condition as at the start of the holiday. Any accidental dame or breakages should be reported to the property manager prior to departure. The property owner & property manager retains the right to make an additional charge for damage and breakages although it should be noted that minor breakages and
    reasonable wear and tear (in the opinion of the property owner & manager) will not be charged for.

  11. Complaints

    a. Every endeavour is made to ensure your stay with us is memorable for all the right reasons. However, we do recognise that from to time things do go wrong. In these circumstances, it is the responsibility of the holidaymaker to make any such problem known to the property manager immediately it becomes apparent, thereby giving the property manager the opportunity to correct the situation. Unless this procedure is followed, no subsequent claim will be entertained.

    b. The property owner will make every endeavour to rectify any identified problems as soon as is reasonably possible.

  12. Return of Breakage Deposit

    Your breakage deposit, minus any deductions, will be returned to you within 2 weeks of the departure.

UK Telephone Number: +44 (01983) 300237 Contact us

01983 300237