Terms and Conditions
Conditions of Booking
All refunds provided, whether they are partial or full are excluding the 1% booking fee.
In this section, when we refer to 'the property and it's contents', we are referring to or anything provided by the owners of the lodge and not brought by guests, which is located or intended to be located within the curtilage of the land which belongs to 'Serenity Lodge' according to its registered deeds and lease.
Other Relevant Conditions - Miscellaneous
- A contract between you and us will come into existence when we receive payment and accept your booking by issuing a confirmation of booking for the holiday dates shown in the rental agreement.
- The contract binds you & all the members of your party
- It is your responsibility to ensure that all members of your party accept the terms of the contract set out in these terms & conditions of booking
- Failure to disclose all relevant information or comply with these terms may lead to termination of the contract & loss of the booking.
- The contract binds you & all the members of your party
- Bookings cannot be accepted from persons under eighteen years of age.
- We reserve the right to terminate the booking without notice and without refund in case of a breach of this condition.
- We reserve the right to refuse a booking without giving any reason.
- We reserve the right to enter the property at any time to undertake essential maintenance or for inspection purposes.
- The guests right to occupy the Property may be forfeited without compensation nor refund if;
- Any activity is undertaken which is illegal, or may cause damage, disturbance to neighbours or unreasonable behaviour
- Any of the guests smoke in the property. This includes the use of E-Cigarettes, Vapes and products alike.
- We accept no responsibility for personal injury to, or death of, any guests, or loss of; consequential loss of; or damage to their property, where matters/circumstances our outside of our control, except to the extent such personal injury or death is caused by our negligence or wilful default.
All refunds provided, whether they are partial or full are excluding the 1% booking fee.
- Standard:
- A full refund (excluding the 1% booking fee) or the option to change dates* will be given to any bookings which are cancelled at least 30 days before their check in date.
- Any bookings which are cancelled within 29 days of their check in date will be subject to a partial refund - The following will be applied:
- 100% Refund - 30+ Days prior to check in date
- 75% Refund - 21-29 days prior to check in date
- 50% Refund - 11-20 days prior to check in date
- 25% Refund - 10 days or less prior to check in date
- If we are able to rebook the cancelled dates for full price then we will offer a full refund (excluding the 1% booking fee) - even if the booking was cancelled within one of the partial refund dates listed above.
- COVID19:
- In the event the booking is unable to go ahead due to Government restrictions relating to covid, current/and or newly introduced, we will offer a full refund (excluding the 1% booking fee) or the ability to change* your dates.
- Cancellation By Us
- We reserve the right to refuse or cancel any booking, for whatever reason, within a 48hr cooling off period of the booking being received.
- We will contact you and confirm a cancellation in writing if we have to cancel a booking before the check in date due to;
- an event outside our control,
- the unavailability of key personnel or key materials, without which we cannot provide the holiday.
- Any payments made in advance of the Holiday will be refunded.
- An Event Outside our Control means any act or event beyond our reasonable control, including without limitation;
- Strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster,
- or failure of public or private, power networks or water supplies, local building works or road works
- An Event Outside our Control means any act or event beyond our reasonable control, including without limitation;
In this section, when we refer to 'the property and it's contents', we are referring to or anything provided by the owners of the lodge and not brought by guests, which is located or intended to be located within the curtilage of the land which belongs to 'Serenity Lodge' according to its registered deeds and lease.
- Guests are required to take good care of the property and its contents and leave the lodge clean and tidy on the day of departure and in a similar condition to when they arrived.
- Guests are responsible for all damage, breakages or loss caused between the time of their check-in and check out. In the event such occurs, guests will be expected to reimburse the owner of the lodge
- Any breakages, damage or loss caused are required to be reported as soon as reasonably practicable, but always before the end of the hire period
- We reserve the right to add a security deposit up to the amount of £150 to any and all bookings, before or after the booking is confirmed.
- If you refuse to pay the deposit we reserve the right to terminate your booking and provide you notice of cancellation in writing.
- We reserve the right to charge saved card payment details of which have been provided up on booking up to 10 days after checkout if;
- there has been damages to the property and its contents which have been reported but are deemed to be caused by mistreatment
- there has been damages caused to the property and its contents which we have not been notified of before check out
- If you refuse to pay the deposit we reserve the right to terminate your booking and provide you notice of cancellation in writing.
- Security deposits will only be used to cover damage or mistreatment to the the property and its contents
- Damage can include but is not limited to;
- Any visible change to the property and its contents, whether this has any effect on the intended use of the damaged item, fixture or appliance, or not.
- Any damage to the property and its contents, which is not visible but does have an effect on the intended use.
- Damage can include but is not limited to;
- If during the hire period we are concerned about the extent of any damage or breakages then we reserve the right to enter the lodge, where we can;
- require the Guests to vacate the property and the site.
- If difficult behaviour or refusal occurs then Police intervention will be introduced.
- If this step is taken then the booking and hire period will be terminated with immediate effect and the guests, and anybody within the group, shall not be entitled to a refund or any compensation for any reason due to the hire period coming to an early end.
- require the Guests to vacate the property and the site.
- Smoking anywhere on the premises will result in immediate termination of occupancy and forfeiture of all payments. This must be strictly adhered to.
- and any damage or extra cleaning caused by smoking will be at the expense of you.
- Theft will not be tolerated and criminal action will be brought where necessary. Theft is considered to be, but is not limited to;
- The removal of anything from within the property and its contents, or where it is considered to be belonging to the lodge owner, or property and contents of other lodge owners, visitors, guests and or of anything which is not rightfully owned by the guest/persons in possession of suspected missing items.
Other Relevant Conditions - Miscellaneous
- WiFi
- WiFi is included free of charge. However, please note that if this stops working for any reason, guests are not entitled to a refund or compensation.
- We will endeavour to get you back on-line asap but please be aware that this is not always within our control and working hours will apply.
- Pets
- Pets are only permitted if notice of them was provided up on booking or at the latest of 24 hours before arrival.
- We reserve the right to refuse entry if this condition is not met.
- Pet owners must observe the conditions outlaid in the welcome guide and within our primary website. These are but not limited to the following:
- All pets must be well behaved, housetrained and stay out of the bedrooms at all times.
- We would prefer pets to remain off the sofas, however if they are to be on them then please ensure you place one of the dog blankets provided on the sofa first.
- When walking them around the site please ensure they are on a lead at all times for their safety
- pets must be kept under strict control at all times and guests must clear up any fouling of gardens or grounds without delay.
- If our web site and/or communications describe a garden/outside area as ‘enclosed, gated, secured or fenced’, this does not mean that it is ‘escape proof’ for pets and we cannot be held responsible if this happens.
- The site is within a protected woodland national park and wild animals are common and encouraged, we can not be held responsible for any trauma or injury caused to your pet by wild animals on site
- Pet owners will be held responsible for any damages or loss caused by their pets to;
- our property and its contents, other properties and their contents within the entire Otterburn Hall Lodge site, other lodge owners or their guests, the national park wildlife, any site visitors and their vehicles,
- Pets are only permitted if notice of them was provided up on booking or at the latest of 24 hours before arrival.
