Terms
Website Terms and Conditions
1) Introduction
These terms of use govern your use of our website; by using our website, you agree to these terms of use in full. If you disagree with these terms of use or any part of these terms of use you must not use our website.
You must be at least 18 years of age to use our website. By using our website and by agreeing to these terms of use, you warrant and represent that you are at least 18 years of age.
Our website uses cookies. By using our website and agreeing to these terms of use, you consent to our use of cookies in accordance with the terms of our privacy policy/cookies policy.
2) Credit
This document was created using an SEQ Legal template.
3) Licence to use website
Unless otherwise stated, we or our licensors own the intellectual property rights in the website and material on the website. Subject to the licence below, all these intellectual property rights are reserved.
You may view, download for caching purposes only, and print pages from the website for your own personal use, subject to the restrictions set out below and elsewhere in these terms of use.
You must not:
a) Republish material from this website (including republication on another website);
b) Sell, rent or sub-license material from the website;
c) Show any material from the website in public;
d) Reproduce, duplicate, copy or otherwise exploit material on our website for a commercial purpose;
e) Edit or otherwise modify any material on the website;
f) Redistribute material from this website except for content specifically and expressly made available for redistribution.
Where content is specifically made available for redistribution, it may only be redistributed within your organization.
4) Acceptable use
You must not use our website in any way that causes, or may cause, damage to the website or impairment of the availability or accessibility of the website; or in any way which is unlawful, illegal, fraudulent or harmful, or in connection with any unlawful, illegal, fraudulent or harmful purpose or activity.
You must not use our website to copy, store, host, transmit, send, use, publish or distribute any material which consists of (or is linked to) any spyware, computer virus, Trojan horse, worm, keystroke logger, rootkit or other malicious computer software.
You must not conduct any systematic or automated data collection activities (including without limitation, scraping, data mining, data extraction and data harvesting) on or in relation to our website without our express written consent.
You must not use our website to transmit or send unsolicited commercial communications.
You must not use our website for any purposes related to marketing without our express written consent.
5) Restricted access
Access to certain areas of our website is restricted. We reserve the right to restrict access to other areas of our website, or indeed our whole website, at our discretion.
If we provide you with a user ID and password to enable you to access restricted areas of our website or other content or services, you must ensure that the password is kept confidential.
You must notify us in writing immediately if you become aware of any unauthorised use of your account or password.
You are responsible for any activity on our website arising out of any failure to keep your password confidential and may be held liable for any losses arising out of such a failure.
You must not use any other person’s user ID and password to access our website, unless you have that person’s express permission to do so.
We may disable your user ID and password at any time in our sole discretion with or without notice or explanation.
6) User content
In these terms of use, “your content” means material (including, without limitation, text, images, audio material, video material and audio-visual material) that you submit to our website, for whatever purpose.
You grant to us a worldwide, irrevocable, non-exclusive, royalty free licence to use, reproduce, adapt, publish, translate and distribute your content in any existing or future media. You also grant to us the right to sub-license these rights and the right to bring an action for infringement of these rights.
You warrant and represent that your content will comply with these terms of use.
Your content must not be illegal or unlawful, must not infringe any third party’s legal rights and must not be capable of giving rise to legal action whether against you or us or a third party (in each case under any applicable law).
You must not submit any content to the website that is or has ever been the subject of any threatened or actual legal proceedings or other similar complaint.
We reserve the right to edit or remove any material submitted to our website, or stored on our servers, or hosted or published upon our website.
Notwithstanding our rights under these terms of use in relation to your content, we do not undertake to monitor the submission of such content to, or the publication of such content on, our website.
7) Limited warranties
We do not warrant the completeness or accuracy of the information published on this website; nor do we commit to ensuring that the website remains available or that the material on the website is kept up to date.
To the maximum extent permitted by applicable law, we exclude all representations, warranties and conditions relating to this website and the use of this website (including without limitation, any warranties implied by law in respect of satisfactory quality, fitness for purpose and/or the use of reasonable care and skill).
8) Limitations and exclusions of liability
Nothing in these terms of use will:
a) Limit or exclude our or your liability for death or personal injury resulting from negligence;
b) Limit or exclude our or your liability for fraud or fraudulent misrepresentation;
c) Limit any of our or your liabilities in any way that is not permitted under applicable law;
d) Exclude any of our or your liabilities that may not be excluded under applicable law.
The limitations and exclusions of liability set out in this Section and elsewhere in these terms of use:
a) Are subject to the preceding paragraph; and
b) Govern all liabilities arising under these terms of use or in relation to the subject matter of these terms of use, including liabilities arising in contract, in tort (including negligence) and for breach of statutory duty.
We will not be liable to you in respect of any losses arising out of any event or events beyond our reasonable control.
We will not be liable to you in respect of any business losses, including (without limitation) loss of or damage to profits, income, revenue, use, production, anticipated savings, business contracts, commercial opportunities or goodwill.
We will not be liable to you in respect of any loss or corruption of any data, database or software.
We will not be liable to you in respect of any special, indirect or consequential loss or damage.
9) Indemnity
You hereby indemnify us and undertake to keep us indemnified against any losses, damages, costs, liabilities and expenses (including, without limitation, legal expenses and any amounts paid by us to a third party in settlement of a claim or dispute on the advice of our legal advisers) incurred or suffered by us arising out of any breach by you of any provision of these terms of use.
10) Breaches of these terms of use
Without prejudice to our other rights under these terms of use, if you breach these terms of use in any way, we may take such action as we deem appropriate to deal with the breach, including suspending your access to the website, prohibiting you from accessing the website, blocking computers using your IP address from accessing the website, contacting your internet service provider to request that they block your access to the website and/or bringing court proceedings against you.
11) Variation
We may revise these terms of use from time to time. Revised terms of use will apply to the use of our website from the date of publication of the revised terms of use on our website.
12) Assignment
We may transfer, sub-contract or otherwise deal with our rights and/or obligations under these terms of use without notifying you or obtaining your consent.
You may not transfer, sub-contract or otherwise deal with your rights and/or obligations under these terms of use.
13) Severability
If a provision of these terms of use is determined by any court or other competent authority to be unlawful and/or unenforceable, the other provisions will continue in effect. If any unlawful and/or unenforceable provision would be lawful or enforceable if part of it were deleted, that part will be deemed to be deleted, and the rest of the provision will continue in effect.
14) Exclusion of third party rights
These terms of use are for the benefit of you and us, and are not intended to benefit any third party or be enforceable by any third party. The exercise of our and your rights in relation to these terms of use is not subject to the consent of any third party.
15) Entire agreement
Subject to the first paragraph of Section 8, these terms of use, together with our privacy policy, constitute the entire agreement between you and us in relation to your use of our website and supersede all previous agreements in respect of your use of our website.
16) Law and jurisdiction
These terms of use will be governed by and construed in accordance with English law, and any disputes relating to these terms of use will be subject to the exclusive jurisdiction of the courts of England and Wales.
17) Our details
HB Holiday Lettings Ltd is a company registered in England and Wales under company number 15775045.
Registered office:
HB Holiday Lettings Ltd
15 High Street
Bembridge
Isle of Wight
PO35 5SD
Director: Annabel Harrison
Email: enquiries@hbholidaylettings.co.uk
18) Consumer Reviews Policy
1. Definitions
1.1 The following defined terms apply to this Consumer Reviews Policy:
Agent (we, us, our)
HB Holiday Lettings Ltd
Booking
a consumer’s reservation of the Property.
OTAs
Online Travel Agencies used by the Agent.
Owner
the Property owner who is deemed a trader under consumer rights legislation.
Property
the property provided by the Agency on behalf of the Owner for the Booking.
Reviewer (you, your)
the consumer leaving, or considering leaving, a review.
Service
the agency service provided by the Agency.
Third Party Review Platform
any third party platform used by the Agent (or Owner) to obtain, manage or present consumer reviews and review information.
Website
www.hbholidaylettings.co.uk
2. Who can submit a review
2.1 We welcome reviews about your experience with us and your stay at the Property, directly and via Third Party Review Platforms.
2.2 We send our customers who have made a direct Booking with us an invitation to submit a review. For more information about leaving reviews, please see the How to leave a review section.
2.3 We also welcome reviews about your experience by submitting a review via Third Party Review Platforms.
2.4 You can leave a review about a recent experience with us even if you haven’t made a Booking. You can review the Service provided by us (for example, you can review how we handled your enquiry).
2.5 You must be over 18 to leave a review.
3. We do not incentivise reviews
3.1 We do not offer any incentives for reviews (whether positive or negative).
4. How to leave a review
4.1 Following a direct Booking, we may provide you with a link via email inviting you to leave a review on Google. If you have any questions, please contact us via the contact details on the Website.
4.2 We also use Third Party Review Platforms to collect reviews about the Service. Information about the Third Party Review Platforms we use, including links to guidance produced by the Third Party Review Platforms on submitting reviews can be found at the end of this policy.
4.3 Links to our Third Party Review Platforms are either:
4.3.1 sent automatically via email to consumers who make a Booking;
4.3.2 accessible via the Website; and/or
4.3.3 provided directly by the Third Party Review Platform.
4.4 If you booked your stay via an OTA, the OTA may request your feedback directly. The OTA’s review collection process and policies will apply. Links to guidance produced by the OTAs we use on submitting reviews can be found at the end of this policy.
4.5 You can also leave feedback via publicly available websites such as social media channels and Google public review function.
5. Review Standards
5.1 Your review must:
5.1.1 Reflect your genuine experience (both positives and negatives).
5.1.2 Not be incentivised in any way.
5.1.3 Not relate to a product or service you are connected with (for example, because you (or someone in your family) has a financial interest in or works for the business that provides it).
5.1.4 Not manipulate ratings (for example, you cannot submit multiple reviews for the same product or service).
6. Where and how we display reviews
6.1 We publish all reviews that comply with our Review Standards (whether positive or negative). Sometimes we remove old reviews and make clear the time period of review information being displayed.
6.2 Reviews for our Service or Properties made via Third Party Review Platforms or directly with OTAs may appear on the Third Party Review Platforms/OTAs website. Our Website also links to reviews made on some Third Party Review Platforms and OTA sites.
6.3 We may display review information such as an overall rating by averaging the ratings received. Where such information is displayed, we explain what information is being displayed and the calculation.
6.4 We reserve the right to hide all reviews (whether genuine or fake) and cease taking reviews at any time.
7. We may use your review in our marketing
7.1 We may include all (or a representative part) of your review in our marketing material in any media (for example, on our website, in a brochure or in advertising). Your identity will not be revealed.
8. Please report suspicious reviews
8.1 All reviews must comply with clause 5: Review Standards.
8.2 If you think any review is fake or otherwise does not comply with clause 5, please report to us via the contact details on our Website.
8.3 If you think any review submitted to a Third Party Review Platform is fake or otherwise does not comply with clause 5, please report to the Third Party Review Platform via the Third Party Review Platform website. Please see the end of this policy for useful links.
9. How we investigate and deal with suspicious reviews
9.1 If our own monitoring or a report from you or someone else suggests that a direct review does not comply with the Review Standards, we will promptly investigate.
9.2 Our investigation shall commence on notification (clause 9.1) and we will use reasonable endeavours to complete the investigation within 14 days. Investigations shall be conducted by the Director of HB Holiday Lettings Ltd.
9.3 We may:
9.3.1 immediately remove it (or not publish it, where it has been detected before publication). We will do this where we are certain it is non-compliant.
9.3.2 investigate it further (which may involve contacting the reviewer for evidence that it is compliant) and flag it as a possibly fake review until our investigation is complete or remove the possibly fake review until our investigation is complete. If we then determine the review is non-compliant we will permanently remove it.
9.4 If we identify one review as non-compliant we may remove all reviews submitted by the same reviewer and refuse to publish any further reviews from the same reviewer.
9.5 If we remove a review or are investigating it, we will not include that review in any aggregated review score.
9.6 If you disagree with our decision as to whether a review is compliant, you can contact us via the contact details on our Website. We will deal with the issue you raise in accordance with our customer complaints procedure.
9.7 Where we host reviews regarding the products or services of other traders (e.g., reviews about the Owner and/or the Owner’s Property) and, on assessment, deem the trader responsible for the banned reviews, we may take the following additional steps if we deem necessary on an assessment of the facts:
9.7.1 notify consumers that the trader has benefited from banned reviews by putting a clear notice on the website;
9.7.2 terminate the commercial relationship with the trader; and/or
9.7.3 notify the CMA of the trader's breaches of the banned practices.
9.8 For information on how the Third Party Review Platforms sanctions people who submit fake reviews, please see the Third Party Review Platform’s website.
9.9 If a review is removed from a Third Party Review Platform or otherwise does not comply with our Review Standards, we will remove it from our website.
5 September 2026 – Version 1
Schedule 1 – Third Party Review Platforms
Use of the Platform: Reviews of the Service.
Guidance provided by the Platform: Google review policies.
Use of the Platform: Reviews of the Property where the Booking was made via OTA.
Guidance provided by the Platform: Reviews – Airbnb Help Centre.
