Suffolk Stables And Barn

Booking Terms and Conditions

We don’t like writing terms and conditions, and we know you don’t like reading them, but they’re here for a reason, and that’s to protect both you and Big House Experience. So, make yourself a cup of tea (or coffee) and take the time to read our small print before booking your big house rental.

If you have any questions about our Booking Conditions, please call us on 01242 352 747 and chat with a member of our team. It is important to us that you understand the terms on which we are making our agreement. Please read these terms carefully. These terms include important information you need to know before you book.


1. Your obligation


When the following words are used in these Terms, this is what they will mean:

  • Big House: Big House Experience Limited, a company incorporated in England and Wales with company number 10061213 whose registered office address is at Darwin House, 67 Rodney Road, Cheltenham, GL50 1HX;
  • Cautionary Deposit: a cautionary deposit payable to Big House by BACS two weeks prior to the Commencement Date completing the Booking in accordance with condition 3.3 which shall be an amount between £500 and £5,000 pursuant to the House Conditions;
  • Booking: the booking of the Property by You in accordance with condition 3, subject to these terms and conditions and the House Conditions;
  • Cancellation: a cancellation of the Booking Agreement in accordance with these terms and conditions;
  • Booking Agreement: an agreement between the Owner and You for the letting of the Property;
  • Commencement Date: the date from which You have booked the Property;
  • Deposit: a deposit of 33% of the total Rental Fee, payable by You to Big House in accordance with Condition 4.4 when making a Booking;
  • Due Date: 90 days prior to the Commencement Date;
  • House Conditions: any special terms that Big House notifies to You that the rental of the Property shall be subject to;
  • Late Departure Fee: an amount equivalent to any and all costs incurred by Big House as a result of Your late departure from the Property, including (but not limited to) charges incurred as a result of cleaners being prevented from accessing a Property at the departure time;
  • Owner: the owner of the Property;
  • Properties: the properties advertised by Big House;
  • Rental Fee: the fee payable by You for the use of the Property;
  • Rental Period: the period which the Property is let to You in accordance with the terms of the
  • Booking Agreement and the House Conditions;
  • Terms: the terms and conditions set out in this document; and
  • You: the person or persons making the Booking.
  • Where the words ‘writing’ or ‘written’ are used in these Terms, this will include e-mail unless stated otherwise.

2. Big House’s contract with You


Big House acts as a booking agent for the Owner and has been engaged to market the Properties and arrange Bookings.


Big House has no proprietary interest in any of the Properties.


The contractual relationship in connection with the Booking is between the Owner and You, and Big House are authorised by the Owner to enter into the Booking Agreement on behalf of the Owner.


These Terms and the House Conditions apply to any Bookings and the relationship between You and Big House as agent for the Owner.


Please ensure that You read these Terms carefully, and check that the details You provide in accordance with clause 3 are complete and accurate, before You sign. If You think there is a mistake or require any changes, please contact Big House to discuss.  Big House will confirm any changes in writing.

3. Making a Booking


Bookings may be made by telephone, email or via the Big House website at


Where a Deposit is payable in accordance with condition 4.4 and Big House do not receive the Deposit within 3 days of the provisional Booking being made, Big House reserve the right to cancel Your Booking and re-advertise the Property


When making Your Booking You must specify the maximum number of people that will be staying at the Property and then, a month prior to your stay, provide information about each member of the party including their names and ages. Where any person not listed on the booking form is found to be staying at the Property, Big House, on behalf of the Owner and, have the right to immediately terminate the Booking Agreement and remove You and the entire party from the Property without any refund or alternative accommodation being provided.


When You submit a booking form, this does not mean that Big House has accepted Your order.  Big House’s acceptance of Your order will take place as described in clause 3.5.


Your Booking will not be complete until You receive a confirmation document.


Big House reserve the right to accept or refuse Bookings.

4. Payment


Payments can be made by cheque, electronic transfer, debit card, Visa or Mastercard credit cards. Amex and Diners Club cards are not accepted. 

Cautionary deposits must be made via bank transfer or by cheque.  If paying by cheque the balance must clear prior to the stay.


There will be no surcharge for payment made by credit card.


Cheques must be made payable to Big House Experience Limited.


A Deposit will only be payable when making a Booking more than 3 months prior to the Commencement Date. If a Booking is made 3 months or fewer before the Commencement Date, full payment of the Rental Fee is required along with any Cautionary Deposit.


Big House may, request a Cautionary Deposit pursuant to the terms of the House Conditions.


Where a Deposit has been paid in accordance with condition 4.4, payment of the balance of the Rental Fee (and the Cautionary Deposit, if requested) must be made by the Due Date.


If You fail to pay the balance of the Rental Fee, together with the Cautionary Deposit (if requested) by the Due Date, Big House reserve the right to re-let the Property You have booked and retain any Deposit Big House have received.

5. Booking changes by You


Once a Booking has been accepted and confirmed by Big House in accordance with condition 3, the Booking can only be changed:

a) with the prior written agreement of Big House on behalf of the Owner; and

b) by no later than the Due Date.


Big House reserve the right to charge an administration fee of £60 per change made to a Booking. Any administration fee that becomes payable must be paid before the Due Date, or if the Due Date has elapsed, before the Commencement Date.


Changes to the Commencement Date or to the chosen Property may result in the Cancellation of Your initial Booking and the creation of another. In these circumstances, Big House reserve the right to charge the cancellation charges which are set out in condition 6.3.

6. Cancellation by You


You may cancel Your Booking at any time by sending written notice to Big House Experience Limited, Suite 1.50, Formal House, 60 St George's Place, Cheltenham, GL50 3PN.


Where You cancel Your Booking in accordance with this condition 6.2 the cancellation charges set out in condition 6.3 will apply.


In the event of a Cancellation by You:

a) if Big House are unable to re-let the Property for the whole of the Rental Period, You will have to pay the Rental Fee in full (minus any Deposit and Cautionary Deposit paid); or

b) if Big House are able to re-let the Property for the whole or part of the Rental Period, You will have to pay the difference between Rental Fee and the fee obtained by Big House for the whole or part of the Rental Period (minus any Deposit and Cautionary Deposit paid).


Cancellation insurance is not compulsory but we strongly recommend insurance to protect you in the event that you need to cancel your booking.

7. Property Availability


The House Conditions set out the check-in and check-out times applicable to the Property.


Where You fail to vacate the Property in accordance with the House Conditions, Big House reserves the right to charge You the Late Departure Fee.


If for any reason beyond Big House or the Owner’s control a Property is not available on the date booked, or the Property becomes unsuitable for letting, Big House may:

a) cancel the Booking and refund all payments made by You in full (including the Rental Fee and any Deposit or Cautionary Deposit); or

b) find You an alternative Property.

Big House reserve the right to cancel a booking and return all payments made in full.

8. Use of Property


Specific terms relating to the use of the Property, including the number of permitted guests, types of use and noise are set out in the House Conditions.


Big House reserves the right to refuse You access to the Property and/or to terminate the Booking Agreement if the House Conditions are breached.

9. The Letting


The letting confers upon You the right only to occupy for a holiday within the meaning of Schedule 1, Paragraph 9 of the Housing Act 1988.

10. Your obligation


You agree:

a) not to enter the Property before the check-in time specified in the House Conditions on the Commencement Date unless otherwise agreed by Big House in writing, on behalf of the Owner;

b) to vacate the Property by no later than the check-out time specified in the House Conditions on the agreed day of departure unless otherwise agreed by Big House in writing on behalf of the Owner;

c) to pay for any losses or damages to the Property, caused by You or a member of Your party (reasonable wear and tear excluded);

d) to take good care of the Property, including but not limited to its grounds, furnishings, pictures, kitchen equipment and other fixtures and fittings, during Your stay and to leave it in a clean and tidy condition at the end of the Rental Period. Should Big House or the Owner be dissatisfied with the condition of the Property upon Your departure, You will be liable for any charges associated with additional cleaning (such as carpet cleaning or removal of unwanted items) or for damage caused during Your stay;

e) to permit Big House, the Owners and their agents reasonable access to the Property for the purposes of inspection, maintenance or repairs;

f) not to part with possession of the Property, or share it, except with the members of the party confirmed in the Booking;

g) not to sell or transfer the Booking to another party without Big House and the Owner’s written agreement;

h) not to have anyone, other than those detailed on the Booking, staying at the Property; and

i) to respect the well-being of those occupants of adjoining or nearby properties and not to cause any annoyance or become a nuisance. Complaints from adjoining or nearby occupants regarding Your behaviour may result in Big House, or the Owner, requiring You to leave the Property immediately without a refund of any monies paid by You.


Big House recommend that You take out Your own insurance to cover against any damages that may occur. You should ensure that any such insurance covers You for pre-booked UK self-catering holidays.

11. Payments for damages and return of Cautionary Deposit


Any damages, breakages or the need for additional cleaning that is discovered at the Property at the time of Your departure must be paid for upon departure. If any damages, breakages or the need for additional cleaning is discovered following Your departure, Big House will invoice You for those damages, breakages or additional cleaning and such invoices will be payable immediately upon Your receipt of them.


Where a Cautionary Deposit has been provided, Big House will deduct the cost of any damages, breakages or additional cleaning from the Cautionary Deposit and return the balance (if any) to You within 3 weeks of Your departure.  If the amount is greater than the Cautionary Deposit, You must pay for any amount which exceeds the Cautionary Deposit.

12. Liability


Big House and the Owner accept no liability for any loss of income or revenue, loss of business, loss of profits or contract, loss of anticipated savings or for any indirect or consequential loss or damage of any kind however arising and whether caused by tort (including negligence), breach of Booking Agreement or otherwise, even if foreseeable.


Nothing in these conditions excludes or limits our liability or, that of the Owners:

  1. death or personal injury caused by Our negligence or the negligence of Our employees, agents or subcontractors;
  2. fraud or fraudulent misrepresentation; or
  3. breach of the terms implied by section 2 of the Supply of Goods and Services Act 1982 (title and quiet possession).


Big House and the Owner accept no liability for complaints or concerns which relate to the Property or to the Property’s condition which You raise after Your departure from the Property. All complaints about the Property and the Property’s condition must be raised in accordance with condition 15.1.


In all cases, except for personal injury or death, the Owners liability to You for the total of all claims arising out of the letting is limited to the Rental Fee.


This Booking Agreement is between You and Big House. No other person shall have any rights to enforce any of its terms.

13. Pets


You must adhere to the pet policy as set out in the House Conditions.


Where the House Conditions provide consent to a pet at the Property, You agree to be responsible for cleaning the Property before Your departure so as to remove all traces of the animal being at the Property.


You will be responsible for any cleaning or other costs that are incurred by Big House or the Owner as a result of You failing to meet Your obligations under condition 13.2.

14. No smoking policy


None of the Properties permits smoking on the premises.

15. Complaints


Any complaints or concerns that You may have about the Property or the Property’s condition must be communicated to Big House at the time the issue first comes to Your attention.


Big House will accept no liability for complaints or concerns raised by You which relate to the Property or to the Property’s condition which You raise after Your departure from the Property.


Complaints must not be raised directly with the Owner of the Property.

15.4.    If a complaint is not resolved during the Booking, You should write to Big House within fourteen days providing details and evidence relating to the complaint.

16. Website and advertisements


All information relating to the Properties has been provided to Big House by the Owner. Big House cannot accept any responsibility whatsoever for the accuracy of that information.

17. Termination of the agreement


If You commit a breach of any of these conditions, Big House and the Owners reserve the right to re-enter the Property and terminate the Booking Agreement with immediate effect and with no sums (of whatever nature) refunded to You.


Termination of the Booking Agreement pursuant to this condition 17 does not affect the Owner’s other rights and remedies.

18. Changes to Terms


Big House may revise these Terms from time to time.


If Big House has to revise these Terms under clause 18.1, We will give You at least 1 week’s written notice of any changes to these Terms before they take effect. You can choose to cancel the contract in accordance with clause 6.

19. How Big House may use Your personal information


Big House will use the personal information You provide to:

  1. facilitate the Booking
  2. process Your payment for the Booking; and
  3. inform You about similar products or services that Big House provide, but You may stop receiving these at any time by contacting Big House.


Any information provided to Big House on the Booking Form in accordance with clause 3.3 may need to be provided to the Owner (or their representatives) but will not otherwise be disclosed to any third parties without Your consent.

20. Jurisdiction and governing law


These Terms are governed by English law. You agree to submit to the non-exclusive jurisdiction of the English courts. However, if You are a resident of Northern Ireland You may also bring proceedings in Northern Ireland, and if You are a resident of Scotland, You may also bring proceedings in Scotland.

21. General


Big House may transfer their rights and obligations under these Terms to another organisation, and will notify You in writing if this happens, but this will not affect Your rights or Big House’s obligations under these Terms.


Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.


If Big House or the Owner fails to insist that You perform any of Your obligations under these Terms, or if Big House or the Owner do not enforce the Owner’s rights against You, or if Big House or the Owner delays in doing so, that will not mean that Big House or the Owner has waived its rights against You and will not mean that You do not have to comply with those obligations. If Big House or the Owner does waive a default by You, Big House or the Owner will only do so in writing, and that will not mean that Big House or the Owner will automatically waive any later default by You.