Terms and conditions for

bookings and stays at Firefly House, Cowes


Firefly House, 41 Mill Hill Road, Cowes, Isle of Wight, PO31 7EG

Please see our additional COVID-19 policy, in place from June 2020 which may override some of the following clauses

Please note that this T&Cs refer to our online bookings through www.fireflyiow.com up until December 2020.

New terms and conditions for 2021 will be posted in Spring 2021


Booking payment conditions for Firefly House website bookings 

  • Booking terms will be different when booked through a booking agent eg AirBNB, Booking.com.  Please see their specific T&Cs when booking. 

  • Deposit.  Firefly House requires an initial deposit of 25% of the full payment (to be not less than £250) to secure the booking on the property.  This deposit is refundable up to 16 weeks before the arrival date if the request is made in writing by the Guest.  

  • Balance.  The remaining balance is payable at least 6 weeks before Guests’ visit.

  • Late booking. If Guests’ booking is less than 6 weeks before your visit, Firefly House requires the balance to be paid in full.

  • Cancellations by guest.  Please note that cancellations are not accepted within 6 weeks of arrival date and Guests’ payment is non-returnable.  If Guests cancel before this 6 week period, the remaining balance is fully refundable (see note above regarding deposit).  

  • Cancellation by Firefly House. In the event of the accommodation becoming unavailable (eg fire, flood, disease, etc), Firefly House will endeavour to provide Guests with suitable alternative accommodation or will refund all monies paid or a proportion in the case of curtailment.  Firefly House will not, however pay any compensation or expenses as a consequence of such an event.

  • Change of booked dates.  Guests may be able to change their booked dates subject to their chosen dates being available, and this will be subject to an additional fee.

  • Payment.  Firefly House accepts MasterCard, Visa, American Express credit cards (payable through invoice), or payment by Bank transfer.  Firefly House does not accept payments by cash or cheque.

  • Refundable security deposit.  A fully refundable security deposit of £200 for incidentals is to be paid 7 days before Guests’ arrival.  This deposit is fully refundable within 14 days after Guests’ check-out, and is subject to a damage inspection of the accommodation.  The security deposit invoice will be sent separately to Guests.

    • It is Guests’ responsibility to ensure that Firefly House and its furniture, fixtures, fittings and effects (including keys) are left in the same state and order as was found at the start of the stay, beyond normal wear and tear from a short-term stay.  

    • The owners of Firefly House expect refuse to be placed in rubbish bins, soiled dishes cleaned or placed in the dishwasher and the cooker and BBQ cleaned.  

    • Firefly House reserves the right to make a charge for any additional cleaning necessary as a result of failure to comply.  Firefly House will deduct the cost of extra cleaning and/or breakages from the Refundable Security Deposit and forward the balance to the Guest.  

    • Guests are required to report any breakages or damage to the owners of Firefly House as soon as possible.

  • Rates.  Rates are subject to change without notice, and prices may go up or down. 

  • Length of stay.  We request a minimum stay of 3 nights.  Stays of shorter length may be accepted but will be subject to an additional cleaning fee.

  • Occupancy.  The maximum occupancy for Firefly House is 8 persons (2years+).  Babies are accepted and do not count as a person.

  • Additional bedroom.  By prior written agreement it may be possible to have an additional guest bed, this will be subject to an additional fee.Inclusive fees.  The total price to book Firefly House includes linen for all beds (set up as requested) and 1 set of towels per person (bath towel, hand towel, face cloth).  Additional towels may be requested, and this will be subject to an additional fee.

  • Additional linen / cleaning.  By prior written agreement it may be possible to book additional linen and/or cleaning, this will be subject to an additional fee.

  • Falsified bookings.  Any booking obtained under false pretence will be subject to forfeiture of advance payment, deposit and/or rental money, and the party will not be permitted to check in. 


Check in/out policy

  • Check-in:  After 4pm.  Checkout time: Before 10am

  • Cleaners will enter the property and commence cleaning shortly after 10 am on the morning of Guests’ checkout regardless of whether Guests have vacated the property.  Any enquiries regarding check-in and out times must be put in writing to Firefly House.


  • This is a NON-SMOKING property. Any damages caused by smoking on or inside the premises will be taken from the security deposit.


  • Pets are not permitted at Firefly House.





  • Firefly House has off-road onsite parking for 2 cars.  Cars must be parked so that they do not block neighbours’ shared access to rear of houses.  Any cars parked on the premises are parked entirely at the owners’ risk.

  • Parking is also available at nearby carparks and streets.  Firefly House cannot be held responsible or liable for any fines or penalties incurred by Guests or visitors from parking on the street or in car parks (where local parking restrictions/metered parking applies).


Parking campervans, caravans, trailers and/or boats

  • Parking campervans, caravans and trailers (with or without boats) is permitted ONLY with written permission from Firefly House.  Guests will be required to remove any campervans, caravans or trailers without written permission.  

  • If a Guest fails to comply, the item may be towed away at the Guest’s expense and charges will be deducted from Security Deposit.  Any such items parked on the premises are parked entirely at the owners’ risk.



  • Firefly House has a lockable cycle bar for several bicycles (number dependent on size, please enquire).  Bicycles must not be left at the front of the property, or in the side access and must not block neighbours’ shared access to rear of houses.  Any bicycles left at the premises are entirely at the owners’ risk.

  • It is recommended that you have adequate bicycle insurance for your stay on the Isle of Wight.  

  • Firefly House cannot be held responsible for any bicycles lost or stolen either at the property or anywhere else. 


Toilet turbo flushes

  • Certain toilets at Firefly House pump through a turbo flush.  Guests must NOT put anything in any toilet other than toilet paper.  No feminine products should be flushed at any time.  

  • Failure to comply may result in loss of security deposit.


Young families

  • Whilst Firefly House is suitable for children/babies, it is the responsibility of the Guests to ensure that all children/babies are supervised at all times.  There may be a number of items at ground level such as glass vases, electrical leads etc, and it is the responsibility of ALL guests to ensure that removable items are positioned away from the child/baby, the child/baby is closely supervised or the child/baby is not allowed in the vicinity of such an item.

  • A number of safety features and family equipment are available at Firefly House such as stair gates, high chair, baby bath, step, child proof locks, electric socket guards etc.  All items have been purchased from reputable baby equipment suppliers (eg Ikea, Mothercare) and at the time of purchase met the required BS standard.  It is the responsibility of ALL adult Guests to ensure that all equipment is suitable for each baby/child, is sterile, and in full safe working order, when first checking-in to the property.  Instructions for assembly of flat packed equipment (eg high chair) is provided, and it is the responsibility of adult Guests to ensure that ALL equipment is assembled correctly EVEN IF found already assembled.  

  • Please note that due to the Victorian design of the house, stair gates may not fit securely and children must be monitored at all times to ensure they are not near stairs.  

  • Guests must contact Firefly House IMMEDIATELY if any equipment (or any components of equipment) is missing, not working or not considered safe for use.  Firefly House will endeavour to replace such items as soon as possible.  

  • Firefly House accepts no responsibility for any accident or injury incurred to baby/child/adult by such equipment either freestanding or structural.

  • Whilst it is expected that babies and young children will make a certain amount of noise, Guests are expected to have consideration of near neighbours and ensure that noise is kept to a minimum. 




  • Keys will be available at the property upon arrival.  Guests will be provided with details of the key location and/or access codes via email before their visit to the property (and after the security deposit has been received).

  • Guests are requested to take the key information with them in order to access the property.  

  • Failure to return all keys may result in loss of security deposit.




  • Wireless internet is provided for guests for the purpose of email, perusing social media, and web browsing.  Excess usage may be charged and deducted from the Security Deposit.  Guests’ use of the Wi-Fi is at their own risk and Firefly House is not responsible for any damages, losses, costs or expenses Guests suffer because the Wi-Fi is unavailable, does not operate as expected or causes loss or damage to any data.

  • Guests are reminded that their use of the Internet will be directly traceable to Firefly House Internet address. You must NOT therefore visit sites which are:

    • Illegal under current law;

    • Defamatory, threatening or intimidatory or which could be classed as harassment;

    • Contain obscene, profane or abusive language;

    • Contain pornographic material whether in writing, pictures, films or video clips;

    • Contain offensive material regarding sex, race, religion, disability, sexual orientation or any other legally protected characteristic

    • Infringe third party rights or are otherwise unlawful.

  • Failure to comply will result in termination of the WIFI signal and possible loss of Security Deposit.  In certain cases, Guests’ right to occupy Firefly House may be forfeited without compensation.


Noise and anti-social behaviour


  • Firefly House expects that Guests have consideration of neighbours.  Excessive noise is not permitted.

  • Guests’ right to occupy Firefly House may be forfeited without compensation if:

    • Anyone other than the 8 named persons occupy the house overnight

    • Any pet enters the Firefly House

    • There is any smoking at Firefly House

    • Any activity is undertaken which is illegal, or may cause unreasonable damage, noise, behaviour or disturbance (including online activity).


Guests’ personal belongings


  • It is recommended the Guests have adequate insurance to cover their own belongings as Firefly House is not liable for any loss, damage or theft occurring to Guests or visitors to the House.  Guests must secure the property, as detailed in Welcome Pack at all times.

  • Any effects that are found after check-out date will be held by the owners of Firefly House for a period of 4 weeks only.  Firefly House will attempt to contact guests to determine owners.  If located, items will be sent to owners by the most cost efficient method.  Return costs and tracking of items are the Guest’s responsibility.




  • Guests must familiarise themselves with the Safety sheets provided at the property, and should note the gas, bbq and candle instructions.   


Property presentation


  • The description of Firefly House is given in good faith.  From time to time, changes in furnishings and equipment may occur.  If these changes could affect Guests’ stay, they will be notified in writing before the check-in date.

  • Firefly House is situated close to the centre of Cowes and the ferry port of East Cowes.  From time to time, there may be building works on nearby houses, or noise (including fog horns) from ships or ferries. Firefly House takes no responsibility for issues relating to any such unavoidable noise.


Access to the property


  • The Owners of Firefly House shall be allowed access to the Property at any reasonable time during any Guests’ occupancy.


Written exceptions 


  • Any exceptions to the above-mentioned policies must be approved in writing in advance. 




  • Should Firefly House not meet acceptable standards and there is cause for complaint, the matter must be taken up immediately with the Owners of Firefly House, while the Guests are in occupation (telephone number supplied).  

  • The Owners reserve the right to access the property to make an on-the-spot investigation in order to take remedial action if required.  

  • Compensation cannot be considered for complaints raised after the holiday has ended if Guests did not report the complaint nor allow access to the property.