t: 07722 422039
e: stay@malthouse-somerset.co.uk
The Malthouse Booking Terms & Conditions
The Malthouse, Bell Hill, Norton St Philip, Somerset, BA2 7LT
Email: stay@malthouse-somerset.co.uk
Telephone: 07722 422039
Last updated: April 2026
These Terms & Conditions apply to direct bookings for The Malthouse and, where applicable, separate bookings for The Garden House. Please read them before booking.
The person making the booking (“Lead Guest”) accepts these terms on behalf of everyone included in the booking and is responsible for ensuring that their group and any permitted visitors follow them.
Nothing in these terms affects your statutory consumer rights.
1. Your Booking
A booking becomes confirmed when we have accepted it, received the payment required at the time of booking and issued your Booking Confirmation.
Please check your Booking Confirmation carefully and tell us promptly if anything is incorrect.
The Booking Confirmation will state the property booked, dates, number of guests, price, payments due and any additional services or charges agreed.
The Lead Guest must be at least 18 years old and have authority to make the booking on behalf of everyone staying.
The accommodation may only be used for the purpose agreed when booking. It must not be sublet or transferred to another person without our prior agreement.
2. The Malthouse and The Garden House
The Malthouse is separate accommodation and provides seven bedrooms for a maximum of 14 overnight guests.
The Garden House is not included when you book The Malthouse.
The Garden House must be booked separately through The Malthouse website and is subject to its own availability, price and Booking Confirmation.
The Garden House contains one main bedroom. By prior arrangement, two additional single beds can also be made up in the gallery area. These beds must be requested before arrival and confirmed by us.
Booking The Malthouse does not automatically give guests the right to occupy or use The Garden House, and booking The Garden House does not give guests the right to occupy or use The Malthouse.
Unless both properties have been separately booked by the same group, guests should not assume that booking one property provides exclusive use of all accommodation at the site.
The number of overnight guests must not exceed the maximum stated on your Booking Confirmation without our prior written agreement.
3. Prices and Payment
The total cost of your stay and payment schedule will be shown during booking or on your Booking Confirmation.
Any booking deposit or initial payment forms part of the total booking price.
All payments must be received by the dates stated on your Booking Confirmation. If a payment becomes overdue, we will contact you and give you a reasonable opportunity to make payment. If payment remains outstanding, we may treat the booking as cancelled and apply the Cancellation Policy below.
Any additional charges agreed after booking will be confirmed separately.
4. Cancellation by You
All cancellations must be made in writing, preferably by email to stay@malthouse-somerset.co.uk.
The cancellation date will be the date we receive your written notification.
Our standard cancellation policy is:
More than 60 days before arrival:
Payments made will be refunded, less a £50 cancellation administration fee.
30–60 days before arrival:
A refund equal to 50% of the total accommodation booking cost will normally be payable.
Less than 30 days before arrival:
No automatic refund will normally be payable because of the limited opportunity available to secure another booking. However, the re-letting provisions below will apply.
If we re-let your cancelled dates
We will make the cancelled dates available for re-booking where reasonably possible.
If we successfully re-let all or part of your cancelled stay, we will take the income received from the replacement booking into account when calculating our loss.
Any additional refund due to you will take account of reasonable losses and costs arising from the cancellation, which may include:
- any reduction in price required to obtain the replacement booking;
- booking or payment-processing charges;
- reasonable administration costs; and
- the £50 cancellation administration fee where applicable.
We will not seek to recover more than our reasonable loss arising from your cancellation.
We strongly recommend that guests take out suitable UK holiday cancellation insurance when making their booking.
5. Changes to Your Booking
If you need to change your dates or other important booking details, contact us as early as possible.
We will try to accommodate reasonable requests but changes are subject to availability and are not guaranteed.
Where alternative dates cost more, the difference will be payable. If we cannot agree to the requested change and you choose not to proceed with the original booking, this will normally be treated as a cancellation by you.
6. Cancellation by The Malthouse
Rare and unusual circumstances may mean we cannot provide the accommodation you have booked.
If we have to cancel your booking because the accommodation cannot be provided, we will refund the accommodation payments you have made to us for the affected booking.
We will not normally be responsible for separate expenses or arrangements made with third parties, such as travel costs, event tickets, caterers or other suppliers, except where the law requires otherwise.
Nothing in this section limits your statutory rights.
7. Arrival and Departure
Your confirmed check-in and check-out times will be provided with your booking.
Early check-in or late check-out may occasionally be available by prior arrangement only and is not guaranteed.
Guests must not arrive before the agreed check-in time or remain after the agreed check-out time without permission, as we may need the property for cleaning and preparation.
If a meeting time has been agreed, the guest must notify us as soon as possible if they expect to be delayed. If no notice is given and the guest fails to arrive at the agreed time, the representative may leave, and an alternative meeting time may need to be arranged.
Access instructions, keys or key-safe information must be kept secure and must not be given to unauthorised persons.
8. Guests, Visitors and Special Occasions
The Malthouse welcomes family gatherings, birthdays, anniversaries, bridal parties, baby showers and other special occasions.
However, booking accommodation does not automatically provide permission to hold an unrestricted party or event.
Please tell us before booking, or as soon as possible afterwards, if you plan to have additional visitors, external caterers, entertainment, photographers or other suppliers at the property.
The number of overnight guests must never exceed the number agreed in your booking.
Large gatherings, commercial events, ticketed events or open-invitation parties are not permitted unless expressly agreed by us in writing.
The Lead Guest is responsible for the behaviour of everyone staying at or visiting the property.
Guests must respect neighbouring properties and the village. Unreasonable, persistent or excessive noise, nuisance or antisocial behaviour is not permitted.
9. Dogs
Well-behaved dogs are welcome by prior arrangement.
Please tell us when booking if you intend to bring a dog. Any applicable charge or limit on the number of dogs will be confirmed as part of your booking.
Owners are responsible for their dogs throughout the stay and must:
- keep them under reasonable control;
- clean up after them;
- prevent excessive barking or nuisance;
- prevent damage to the property, furnishings or garden; and
- pay reasonable additional cleaning or repair costs where their dog causes damage beyond normal use.
Assistance dogs will be accommodated in accordance with applicable law.
10. Looking After the Property
We ask guests to treat The Malthouse and The Garden House with the same care they would their own home.
Please:
- use furniture, appliances and facilities responsibly;
- secure doors and windows when leaving;
- follow reasonable safety and operating instructions;
- leave the accommodation in a reasonably clean and tidy condition;
- If used, please clean BBQ before your departure
- place rubbish in the appropriate bins; and
- tell us promptly about significant damage, faults or breakages.
Normal wear and tear will not be charged.
The Lead Guest may be responsible for the reasonable cost of damage, missing items or additional cleaning caused deliberately or negligently by members of their group, permitted visitors or pets.
Please report accidental damage promptly. We recognise that accidents happen and will always deal with damage reasonably.
11. Security Deposit
Where a refundable Security Deposit is required, the amount will be confirmed before or during the booking process.
Reasonable deductions may be made for matters such as:
- damage beyond normal wear and tear;
- missing or broken items;
- excessive cleaning;
- unauthorised occupants or events;
- damage caused by pets;
- smoking or vaping inside;
- lost keys; or
- other direct losses caused by a serious breach of these terms.
Where a deduction is made, we will explain the reason and may provide photographs, invoices, estimates or other evidence where appropriate.
If the reasonable cost of damage exceeds the Security Deposit, the Lead Guest remains responsible for the additional amount.
Any remaining Security Deposit will be returned after the property has been checked, normally within seven days of departure unless further investigation or quotations are reasonably required.
12. Historic Property and Safety
The Malthouse is a Grade II listed historic property, with parts dating back to the 15th century.
Its historic character means it may contain features not normally found in modern buildings, including uneven floors, changes in level, historic staircases, beams, stone surfaces, open fireplaces and other original architectural features.
Guests should take appropriate care and are responsible for adequately supervising children and pets.
Parents and guardians must satisfy themselves that the property is suitable for children in their care.
Open fires, barbecues and other facilities must be used responsibly and must never be left unattended while in use.
If anyone in your party has particular mobility or accessibility requirements, please contact us before booking so that we can provide further information about the property’s layout.
13. Smoking and Vaping
Smoking and vaping are not permitted inside The Malthouse or The Garden House.
Where guests smoke outside, cigarette ends and other materials must be disposed of safely. In extreme heat any form of smoking is not permitted outside due to the risk of fire. This is particular important if near grass or the BBQ.
Reasonable additional cleaning or repair costs caused by smoking or vaping inside may be charged.
14. Problems During Your Stay
We want guests to enjoy their stay, so please contact us promptly if something is not right.
Telephone: 07722 422039
Email: stay@malthouse-somerset.co.uk
Where reasonably possible, guests should give us an opportunity to investigate and correct a problem during their stay.
We may need access to the accommodation to deal with an emergency, undertake urgent repairs, investigate a significant problem or protect the property from serious damage.
Except in an emergency, we will try to give reasonable notice before entering.
15. Services Outside Our Control
We take reasonable steps to ensure facilities and services are available as advertised.
Occasionally, services such as Wi-Fi, electricity, water, heating, television or mobile reception may be interrupted by circumstances outside our reasonable control.
Please report any significant problem promptly so we have an opportunity to investigate it.
A temporary interruption will not automatically give rise to compensation, although this does not affect any legal rights you may have where the accommodation or service has not been provided as required by law.
16. Personal Property and Vehicles
Guests remain responsible for their own belongings, valuables and vehicles during their stay.
We are not responsible for loss or damage where it has not resulted from a breach of our legal duties.
Nothing in these terms excludes or restricts liability where it would be unlawful for us to do so, including liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation.
17. Serious Breach of These Terms
We may take reasonable action where a guest or visitor:
- seriously damages or threatens to damage the property;
- creates a serious safety risk;
- causes serious or persistent nuisance to neighbours;
- significantly exceeds authorised occupancy;
- holds an unauthorised large event;
- engages in unlawful activity; or
- otherwise commits a serious breach of these terms.
Where the circumstances are sufficiently serious, we may require the persons responsible to leave.
Any action taken will be reasonable and proportionate to the circumstances and will not affect rights either party may have under consumer law.
18. Leaving Early
If you voluntarily leave before the end of your booked stay for personal reasons, unused nights will not normally be refundable.
This does not affect your rights if you leave because we have materially failed to provide the accommodation or services required under the booking or by law.
19. Complaints
If you have a complaint, please contact us as soon as possible so we have an opportunity to resolve it.
Complaints can be sent to:
The Malthouse
Bell Hill
Norton St Philip
Somerset
BA2 7LT
Email: stay@malthouse-somerset.co.uk
Telephone: 07722 422039
Photographs or other supporting information may help us investigate a complaint involving the condition of the property.
20. Consumer Rights and Governing Law
These Terms & Conditions are intended to be fair and transparent and do not remove or reduce any statutory rights available to you as a consumer.
If any provision of these terms conflicts with a mandatory legal right, the applicable law will take priority.
The Booking Agreement is governed by the laws of England and Wales.
The terms applying to your booking will normally be those provided or made available to you when the booking is confirmed.
By completing a booking and making the required payment, the Lead Guest confirms that they have had the opportunity to read and accept these Terms & Conditions on behalf of their booking party.
Cancellation Policy – At a Glance
More than 60 days before arrival
Refund of payments made, less a £50 administration fee.
30–60 days before arrival
50% refund of the total accommodation booking cost.
Less than 30 days before arrival
No automatic refund, but if we successfully re-let the dates, replacement income will be taken into account when calculating our reasonable loss and any further refund due.
Cancellations must be made in writing.
We strongly recommend taking out suitable holiday cancellation insurance when you book.
