Travel Booking - Terms and Conditions
PetsPyjamas acts as booking agent for the hotels and other properties advertised on the websitewww.petspyjamas.com (the "Site"). The Site is owned, operated and provided by PetsPyjamas. In these Terms references to 'we' or 'us' or 'our' are references to PetsPyjamas and references to 'you' or 'your' are references to Site users and/or visitors.
By using, browsing and/or visiting the Site (either via a mobile, desktop or any other platform including personal tablets) you acknowledge that you have read and agree to these Booking Terms and Conditions and you expressly consent and agree to be bound by the Terms, as may be amended from time to time, and all applicable laws and regulations that govern this Site and your booking.
Please take a moment to familiarise yourself with our Terms before using the Site. They may have been amended since your last visit. Your attention is drawn in particular to the section below called ‘Our Liability’. If you do not agree to our Terms please do not visit our Site. The Terms shall also apply where bookings are taken via the telephone by one of our contact centre staff members.
Occasionally additional terms and conditions may apply, for example if you enter competitions or use our interactive services. Do not worry, the relevant terms and conditions will always be made clear at the time.
References to "accommodation providers" means the owner/providers of the hotels, apartments, cottages and other accommodation of any description featured on the Site and "accommodation" means the accommodation including all facilities and services advertised on our Site that we have agreed to arrange in connection with your confirmed booking.
2. 0 Liability
PetsPyjamas provides an online platform for you to browse and search accommodation, and acts as booking agent only in respect of bookings we make on your behalf. By booking accommodation on our Site you will be entering into a contractual relationship with the accommodation provider, we act solely as an intermediary and agent.
PetsPyjamas shall not be liable for any losses, expenses or damages of any sort due to you as a result of the acts, errors, omissions, breaches, negligence, fraudulent intent, misleading or untrue statements, breach of contract, breach of statutory duty, wilful misconduct or any other tortious act attributable either wholly or in part to accommodation providers or any other independent business or suppliers of services who sell their products and services through us, which includes their employees, directors, officers, agents, representatives or affiliates. This means that in the event of you suffering personal injury, illness or death as a result of any act or omission of an accommodation provider or other supplier of services (or their employees or agents) or you have any complaint about the quality of the services provided or having any other complaint at all, your sole right of redress will be against the independent third party who provided such service and PetsPyjamas will be under no liability at all (whether in contract, tort or otherwise).
You understand that we may not have conducted any quality or other checks on the accommodation providers and we make no representations about the suitability of the accommodation and/or services offered for sale through the Site. The inclusion or offering for sale of accommodation and/or services by PetsPyjamas does not constitute an express or implied endorsement or recommendation by PetsPyjamas of such accommodation or services. We do not guarantee the accuracy of, and disclaim liability for any inaccuracies relating to the accommodation and services offered for sale through us. We shall not be liable for any damages arising as a result of any inaccurate information or errors on our Site which relate to accommodation information. We shall not be liable to you for any losses in the event of accommodation providers overbooking, cancelling bookings in full or in part, force majeure events or any other cause beyond our or their control.
You accept that we have not in any way selected or assembled your travel arrangements for you. Your accommodation arrangements are not a package and do not fall within the meaning of The Package Travel, Package Holidays and Package Tours Regulations 1992.
By proceeding to book accommodation and/or other services through the Site or by contacting us via the phone, you accept that you will be entering into a contract with the accommodation provider on their standard terms and conditions. If they are provided, we will endeavour (but undertake no liability to do so) to make copies of the accommodation provider's terms and conditions available to you. Please review the accommodation information for any applicable terms and conditions.
Where you, or any of the people that you are booking on behalf of, are in breach of any of the provisions of these Terms or contravention of any laws or rights of a third party, we reserve the right to cancel your booking without refund or compensation in any way and recover from you any costs incurred as a result of your behaviour.
Nothing in these Terms shall, nor shall be deemed to exclude or limit the liability of PetsPyjamas for any death or personal injury caused as a result of our negligence, or the negligence of our employees or for fraudulent misrepresentation.
3.0 Accommodation information
Any information placed on the Site relating to accommodation advertised on the Site including, but without limitation; details of the accommodation, the availability of rooms at the accommodation, the price of the rooms, the facilities available at the accommodation, any accreditations afforded to the accommodation such as a star rating, details relating to any other services advertised on the Site have been placed on the Site by accommodation and/or other service providers who are independent businesses and are not agents or employees of PetsPyjamas or its affiliates. Such information does not constitute any advice or recommendation given by PetsPyjamas and PetsPyjamas shall not be held liable for inaccuracies or errors (including obvious manifest or typographical errors) in the accommodation information or any of its elements including rates and availability. These independent businesses provide the services in accordance with their own terms and conditions which may limit or exclude their liability to you.
Please note in particular that any accreditations or descriptions of quality such as a star rating have been placed on the Site by accommodation providers and not by us. We do not independently verify star ratings and the star is only indicative of what level of quality you can expect from a particular accommodation provider.
As PetsPyjamas acts only as a booking agent we will have no responsibility for any errors or inaccuracies in any documentation supplied by the accommodation providers. Rates shown on our Site are per room per night, (and not per person). It is your responsibility to check the total price before completing the booking form.
Obvious errors and mistakes (including misprints and typographical errors) are not binding. In the event of an error or mistake being made, we or the accommodation provider reserve the right to cancel your booking and refund all monies paid (if relevant), this will be without any liability to you. We will make all reasonable effort to advise you of any cancelled bookings as soon as possible.
4.0 Special requests
Please advise at the time of booking if you have any special requests in order that this information is given to the accommodation provider. We cannot guarantee this request will be met. Such requests will be subject to availability and if the accommodation is unable to meet any such request, neither PetsPyjamas, nor the accommodation, will have any liability to you in this respect. This request may only be available at an additional cost unless otherwise expressly stated in the description of the accommodation provider, and if any additional cost is applicable this should be paid by you direct to the accommodation provider.
5.0 Special access requirements
If you have special requirements, such as needing a room with wheelchair access, please contact us before making your booking so that we can ensure that your needs can be meet. Please note that all such special requests are subject to availability and PetsPyjamas cannot guarantee that all accommodation providers will be able to meet your needs. Once you have booked your accommodation, depending on the cancellation policy of the applicable accommodation provider, your booking may be refunded, cancelled, modified or you may be offered alternative accommodation if your request cannot be met.
6.0 Confirmation of booking
To confirm a booking, you must be authorised to make the booking by all persons named on the booking and their parent or guardian for all party members who are under 18 when the booking is made. By making the booking, you are confirming that all persons named on the booking accept the Terms and that you will inform the other persons named on the booking of the confirmation details and any other appropriate information.
By making the booking you also become responsible for making all payments due under the booking.
The display of hotel rooms for sale on our Site is an invitation to treat only. Neither completing the booking process online or making a booking via the telephone constitutes acceptance of your offer. We will send you an email confirmation following your booking on behalf of the accommodation provider confirming acceptance of your offer and forming the legally binding contract subject to any applicable terms and conditions of these Terms.
If you cancel, amend or change a booking:
You may modify or cancel your booking at any time prior to your arrival date by contacting us via telephone.
If you cancel or amend your booking, there may be a cancellation charge or amendment fee levied by the accommodation or other service provider. In any event, if you fail to cancel or amend your booking in accordance with the accommodation provider's cancellation or amendment policy, you will be charged a cancellation or amendment fee by the accommodation or other service provider. Further details of cancellation policy are set out in our email to you confirming your booking and are also shown on the hotel's room details page prior to you making a booking.
Where the cancellation charges imposed by the accommodation provider are less than 90% of the total value of the booking, in all cases PetsPyjamas will charge an additional cancellation fee of 10% of the total value of the booking.
If, for whatsoever reason, you do not turn up at the accommodation on the arrival date stated on your booking confirmation email, without prior warning to PetsPyjamas ("a no show"), this shall be considered a cancellation. Accommodation providers will charge you a cancellation fee.
If you fail to arrive at your accommodation on time on the day of your reservation and do not tell the accommodation provider in advance, the accommodation provider may cancel the remaining days on your reservation and you may be charged a cancellation fee, please see details in the accommodation providers’ cancellation policy for details.
The accommodation provider’s cancellation policy will continue to apply even after your arrival at your hotel. So for example, should you decide to shorten the duration of your stay, such a request will be dealt with at the discretion of the accommodation provider, and not by us in our capacity as the booking agent. If you amend your booking in this way there may be a cancellation fee levied by the accommodation provider and you should refer to the provider’s cancellation policy for more details.
Where the accommodation provider requires a minimum stay for rooms attracting a certain price, this will be clearly stated on confirmation. Some accommodation providers may also charge additional fees for early check in or late check out. Please check the accommodation details thoroughly for any such conditions prior to making your reservation.
Policy details as of 20th December 2020 in regards to customer bookings and the COVID-19 outbreak. Please note that all bookings are still subject to the standard T&C’s
From the date shown above, these Terms & Conditions are now in place and will apply to all bookings.
Updated 20th December 2020
The safety and wellbeing of our customers are paramount to what we do. In support of the Government efforts to control the spread of COVID-19 in the United Kingdom, all of our properties in 'Tier 3' and 'Tier 4' are closed from Saturday 19th December 2020 until it’s safe to reopen and welcome PetsPyjamas travellers once more. If this should change, we will provide an update on this page. Customers living in 'Tier 4' should not leave their local area.
If you have a booking with us, there is no need to call. We are contacting our customers due to check-in during this period to rearrange travel plans. Please bear with us while we work through these bookings on a consecutive basis.
What is your policy/ cancellation policy/ where does PetsPyjamas stand with COVID-19?
As per our Terms and Conditions, we have posted the following Covid-19 policy on the website, to be found at this URL: https://www.petspyjamas.com/about/coronavirus/
If restrictions are put in place due to significant reasons such as events of force majeure and/ or the'four tier restrictions' put in place by the government and/ or the ‘national lockdown’ these restrictions collide with your booking (please check the official Government website:https://www.gov.uk/coronavirus, then your booking will be automatically cancelled. Please see below for your cancellation options:
1. We are able to rebook your stay to an alternative date. This can be arranged for you to stay at the same accommodation or other accommodation found on the PetsPyjamas website. This is our suggested option as preferred properties have very limited availability for dog-friendly travel due to many customers not travelling abroad in late 2020 and early 2021. In order to avoid the disappointment of your preferred property being fully booked, we would highly recommend to change dates or rebook now.
2. We can transfer the amount you have paid onto a credit voucher, which can then be used towards a new stay of your choice. This option provides full flexibility if you are unsure as to when you would next like to travel. Your voucher can be used towards multiple holidays and we will also include a 10% discount code as a goodwill gesture, which can be used towards a new stay. Both voucher and code are valid for up to 12 months.
3. If this is an option to you at all, you can amend your booking by reducing the number of people on your booking to six people or less, which then adheres to the current official Government guidelines.
4. You can request a full refund to your account*. Refunds will be returned to the same account used when the booking was made. Unfortunately, we are unable to refund vouchers and so, your voucher will be reactivated, allowing you to rebook your future PetsPyjamas stay at a date of your choice. Refunds can only be approved and issued following an investigation by our Support and Finance teams, in line with the property's own cancellation and refund policy.
5. We would strongly recommend that you take personal travel insurance that covers your party for any travel arrangements you confirm with us. This should include adequate COVID cancellation cover which covers you in the event that you or someone in your party contracts COVID and you are prevented from travelling even if the destination you are travelling to is not under a lockdown.
Postcode Tier Check
Are the hotels still conducting business as usual?
Due to the ever-changing circumstances surrounding COVID-19 and the number of uncertainties that come with it, we understand that our customers will need to make changes to their travel plans. We are working around the clock with our property partners to try and help our customers with this.
We will update this page should our policy on this change.
Should you have any further questions, please email: email@example.com
*If you would like request a refund, please email our Customer Support team directly at firstname.lastname@example.org who will investigate each individual case on your behalf. Due to property closures, this investigation may take up to 30 working days to complete and refunds may take up to 30 working days to process. In offering vouchers as credit and a further 10% discount, PetsPyjamas is providing a generous and flexible set of options that enable you to continue with your holiday plans when this global crisis ends.
Standard Deposits –
*For some bookings we may require a higher deposit amount. The exact deposit amount will be notified to you at the time of booking.
This also applies to all special promotional low deposit days. The remaining balance will still be due 10 weeks before departure. Any promotional discounts applied to bookings where a deposit is payable, discount will be applied to the balance and not the deposit amount. i.e. If the total booking is £1,000.00 and a 10% discount is applied, then the total booking will be £900.00 (minus £100 discount amount)
We must then receive the rest of the money owed no less than 10 weeks before the start of your trip. However, if you book less than 10 weeks before the start of your trip, we must receive full payment of the total cost of your booking when you make the booking. For any arrangements booked less than two weeks before the start of the trip, you must pay for the booking in full by debit/credit card/bank transfer at the time of the booking.
For ALL Travel Cancellations - Number of days before the start date of your trip that we receive notice to cancel (or on which you are deemed to have cancelled)
*charges above do not include any administrative fees, these will be explained at the time of cancellation
All Charges are subject to a 10% PetsPyjamas Administrative charge, which may in some instances be waived at the discretion of PetsPyjamas.
Refunds will be subject to reason and agreement from both PetsPyjamas and all third-party accommodation/companies. If you request a refund to be issued, please send all enquiries email@example.com (Please allow 14 working days for your request to be investigated before hearing a response). Refunds can only be approved and issued following an investigation by our Support and Finance teams, in line with the property's own cancellation and refund policy.
Once your refund request has been acknowledged, your refund can take up to 28 days from the date of original acknowledgement. Once your refund has been processed it may take your banking provider up to 10 days before it appears in your bank account.
7.0 Age and responsibility
You warrant that you are 18 years of age or over and have legal capacity to use the Site and to create a legally binding contract with the relevant accommodation provider. You warrant that all Personal Information submitted during accommodation booking is correct and you accept financial responsibility for all transactions made under your name or account. You undertake that the credit or debit card you use to secure your booking is your own and that there are sufficient funds to cover the cost of the booking you make with us. In the event that you suspect credit or debit card fraud or unauthorised use of your card by third parties, you should contact your bank or card issuer immediately.
8.0 Before you travel
PetsPyjamas is not liable for damages or losses that may result from travel to any particular destination. The British Foreign and Commonwealth Office help travellers stay safe overseas. Check the government website athttps://www.gov.uk/foreign-travel-advice for the latest advice on conditions and general information concerning specific countries before making any travel arrangements. By displaying accommodation in particular destinations, PetsPyjamas does not represent or warrant that travel to such destination is either advisable or risk-free.
It is your responsibility to ensure you have the relevant travel and health documents before departure for the country you are visiting, which shall include, but is not limited to, any inoculations that may be required, ID's and passport, any visa requirements. PetsPyjamas shall not be liable for any expense incurred resulting from your missing, incomplete or incorrect documentation or any non-compliance with requirements.
You are strongly advised to take out adequate travel insurance prior to arriving in your destination. It is your responsibility to check you have adequate insurance cover. The insurance should cover, amongst other things, the cost of cancellation by you, personal losses, all medical costs and the costs of assistance including return to the UK in the event of an accident or illness.
10.0 Force Majeure
PetsPyjamas.com will not be liable for any changes, cancellation, effect on your booking, loss or damage suffered by you or for any failure by the accommodation providers and/or PetsPyjamas to perform or properly perform any of our respective obligations to you which is due to any event(s) or circumstance(s) if the non performance is caused by force majeure. By way of example force majeure includes, but is not limited to, war, revolution, terrorist act, closure of borders, epidemic, natural catastrophe or other causes that seriously affect both parties and other unforeseeable causes beyond PetsPyjamas' control.
11.0 Complaints or issues with your accommodation
In the unlikely event that you have reason to complain or experience any problems with your accommodation please inform the accommodation reception staff or management immediately, to enable them to take appropriate action. As stated above, accommodation providers (and not PetsPyjamas) are responsible for the information they upload to our Site including descriptions of the accommodation and/or services offered. If you think that the accommodation does not match the description you saw on the Site please address your complaints to the accommodation staff during your stay.
12.0 Legislation and Courts of Jurisdiction
This agreement and these Terms will be governed by English law and any disputes will be dealt with exclusively by the English courts.
You agree that financial compensation alone may not be adequate for us if there is a breach or threatened breach of our Terms and that we are entitled to seek all remedies available to us. Each right or remedy of you and us in respect of these Terms shall not affect any other right or remedy of us whether under these Terms or otherwise. The rights and remedies provided under this agreement are in addition to, and not exclusive of, any rights or remedies provided by law.
In the event that any provision of these Terms is found by a court or administrative body to be unenforceable, that provision shall not be a part of these Terms and the remaining provisions shall continue to apply.
Nothing under the Terms shall give rights to any person who is not a party to it (whether under the Contracts (Rights of Third Parties) Act 1999) or otherwise.
If you or PetsPyjamas waive any rights in result of a breach or default under, any part of these Terms by the other will not be deemed a waiver of any subsequent breach or default. Further it will not affect the other Terms unless expressly confirmed in writing by the party waiving its rights.
PetsPyjamas reserves the right to change our Terms at any time. We shall post such updated Terms on our Site and your continued use of our Site shall be deemed acceptance of such updated Terms.
14.0 £25 off promotion
A minimum spend of £250 or a minimum stay of two-nights is required to qualify for the offer. You must quote the code when booking to qualify for the offer. Not available with any other offer.
15.0 £50 off promotion
A minimum spend of £500 is required to qualify for the offer. You must quote the code when booking to qualify for the offer. Not available with any other offer.
16.0 £100 off promotion
A minimum spend of £1000 is required to qualify for the offer. Applies to all bookings made for 2018. You must quote the code when booking to qualify for the offer. Not available with any other offer.
17.0 10% off promotion
A minimum spend of £250 is required to qualify for the offer. You must quote the code when booking to qualify for the offer. Not available with any other offer and exclusions may apply to Festive (Xmas and NYE packages and bookings)
18.0 All inclusive
All inclusive packages differ per destination. Please refer to the exclusive offer listing for specific package details.
19.0 Accessories Free Delivery
Free delivery promotions are for standard delivery and UK mainland delivery only.
20.0 PetsPyjamas Experiences
Important information - dogs will not be able to attend if they have aggression towards humans, reactivity towards dogs or resource or territory guarding. Subject to availability and restrictions may apply.
21.0 Priority Paws free night stay
As a Priority Paws member, once you have made five bookings with PetsPyjamas you are eligible for a free night stay at one of our selected dog-friendly properties. To find out how to redeem this free stay, you can find more information athttps://www.petspyjamas.com/partnership/priority-paws-redemption/. Please note, certain properties do have restrictions and exclusions on dates and days that the free night can be booked, please enquire with our VIP concierge to find out which terms apply.
22.0 Low Deposit and Full Refund Guarantee Offer
This offer allows you to book your stay with PetsPyjamas with a deposit as low as £20 and a full refund guarantee on all bookings made onwards from the 19th May 2020!
We require the full amount of your booking to be paid up to 4 weeks before your check-in date. You can cancel your stay up to 72 hours before you are due to check-in, if you fail to comply with these regulations our standard terms & conditions will apply and charges will be incurred.
We require the full amount of your booking to be paid up to 12 weeks in advance from the date of your check-in date. You have until 6 weeks to cancel your stay, failure to do so, and our standard terms & conditions will apply.
You are welcome to top-up your balance paid at any time from date of deposit due till balance due. If you have any questions, please feel free to firstname.lastname@example.org and we will be happy to help!
23.0 Free £25 gift e-voucher when booking a holiday with one of our 2021 Travel Award Winners
In order to qualify for a free £25 gift e-voucher, you must make a one travel booking at one of our 12 travel award winners for 2021. Quote code upon booking:
Please see all award winners here:
Balance is due two weeks before travel.
Cancellations no less than 24hrs notice and does not apply to bookings over the festive season. Cancellation fees will apply.
Not available with any other offer.
Offer runs between 16th December 2021 at 06:00 to 17th December 2021 at 21:00.
We cannot promise gift vouchers will be sent before Christmas and/or New Years.
24.0 Two-night stay at SCHLOSS Roxburghe Hotel & Golf, Scottish Borders with welcome drink and pre-dinner drinks two included.
The competition runs from 9:00am on the 1st January 2022 to 11:59pm on the 31st January 2022.
The winner must be 18 or over.
A two-night stay at SCHLOSS Roxburghe Hotel & Golf, Scottish Borders (https://www.petspyjamas.com/travel/location/schloss-roxburghe-hotel-golf-scottish-borders-td5-8jz). The prize also includes...
- Two-night stay in a Superior Room
- Pre-dinner drink for two people
- One welcome drink per person
- Two dogs maximum
- Free access to 24/7 emergency vet line during your trip
- Dogs stay free
Subject to availability. Blackout dates include 23rd December to 27th December, 30th January to 31st January and 4th January to 24th January.
Must be booked by 7th December 2022.
Offer cannot be exchanged for cash or other equivalents.
The prize is non-exchangeable and non-transferrable.
The prize does not include travel to and from the hotel.