Travel Booking - Terms and Conditions

1.0 General

PetsPyjamas acts as booking agent for the hotels and other properties advertised on the (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. 

 Standard Deposits –

Total Booking Price

Deposit Per Booking

Up to £200


£201 - £350


£351 - £500


£501 - £750


£751 - £1,000


£1,001 - £1,500


£1,501 - £2,000


£2,001 - £2,500


Over £2,501


 *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 between 12 and 4 weeks before departure. The actual balance due date will be communicated to you prior to confirming your booking. 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).

Hotel Bookings

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. Some of our hotel rates are non refundable or have special conditions associated - these will be communicated to you at the time of booking.

Cottage Bookings

We require the full amount of your booking to be paid up to 12 weeks prior to your check-in date. Cancellations within 12 weeks of your check in date will be subject to cancellation charges, levied by the supplier of the accommodation

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 contact and we will be happy to help!

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)

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)

Cancellation charge

More than 84 days


57 – 83 days

50% of total cost

43 – 56 days

60% of total cost

29 – 42 days

75% of total cost

8 – 28 days

90% of total cost

7 days or less

100% of total cost


*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 (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 at 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.


9.0 Insurance

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 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.


13.0 Miscellaneous

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. 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 at 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

This offer allows you to book your stay with PetsPyjamas with a deposit as low as £23

Hotel Bookings

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.

Cottage Bookings

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. Any cancellation received within 12 weeks of your arrival date will be subject to cancellation fees levied by the accommodation provider

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 and we will be happy to help!

23.0 Price Match Guarantee

If you have found a lower price online for a hotel and you have already booked with us or you wish to make a booking, then we will match the price subject to the conditions outlined below:

We will not price match if the price is;


24.0 5% Discount for 2023

If you are making a booking before 30 November 2022 for travel during 2023, you will be eligible for a 5% discount from the total value of your booking if you make full payment at the time of booking

This offer applies to all accommodation types when booked online or through our concierge service