THE HOLLIES FARM SHOP FOREST LODGES TERMS & CONDITIONS
Tel: 01829 760 761
E-mail: [email protected]
COVID-19 TEMPORARY CHANGE TO THE HOLLIES FOREST LODGE BOOKING AMENDMENT POLICY – Updated 13th May 2020
Following on from Government advice on the 23rd March 2020 that everyone must stay at home and avoid non-essential travel, and updates following this, we have made the decision to extend the closure of our forest lodges currently until the 13th of July 2020 to help contain the spread of COVID-19. In line with government guidance, we contacting all customers due to travel before 13th July 2020 to ask them not to travel and to instead amend their travel dates. The situation is daily changing and we are regularly reviewing our policies alongside this.
Existing bookings for stays before July 13th.
In this uncertain and changing environment, we understand that our guests may feel in need of a little more flexibility. For bookings affected by the current global situation, we have waived our booking amendment fees for travel up to and including July 13th, meaning if you were due to stay with us before July 13th, you can move your stay to a later date.
If you are unsure about a date currently, then we will be able to cancel your booking, hold the credit and then you can contact us when a date has been decided. If your new dates again fall into an extension of the Government’s advice, we will facilitate the movement of this booking too.
For any booking amendments, please email our team on [email protected] and they will be happy to assist.
Your future booking
Your future booking with us will be subject to availability. We have not altered our pricing for the remainder of the year, and our 2021 prices are price matched with 2020’s to help guests during this time. Like-for-like stays have remained the same price. Naturally there may be differences if you change from a mid-week stay to a peak season stay or a weekend, in light of Bank Holidays, school holidays, changing Lodge type etc. If you choose a break that is not similar to your current booking, there may be a difference to pay.
If you are unable to find suitable dates, please contact our team on [email protected] for advice.
Existing bookings for stays July 13th – August 31st.
During this uncertain time, we have relaxed our payment terms for bookings before August 31st. We will not ask you to pay the remaining balance of your stay until we are certain that your booking will go ahead. Payment on arrival on these bookings will be accepted.
If your stay falls into an extension of the Government’s advice, we will facilitate the movement of this booking for you.
New bookings for stays July 13th – August 31st.
For new bookings between June 15th – August 31st 2020, we will require a 20% deposit to secure the booking. We will not ask you to pay the remaining balance of your stay until we are certain that your booking will go ahead. Payment on arrival on these bookings will be accepted.
We ask you to be aware that your booking may be subject to change or cancellation beyond our control. If your stay falls into an extension of the Government’s advice, we will facilitate the movement of this booking for you.
* Please note, we are not currently taking any new bookings for stays before 13th July 2020.
Bookings beyond August 31st 2020
We can take your booking and will require a 20% deposit to secure the booking. We ask you to be aware that your booking may be subject to change or cancellation beyond our control. If your stay falls into an extension of the Government’s advice, we will facilitate the movement of this booking for you.
Thank you for your support
Please rest assured that we are doing all we can to keep our guests safe and we look forward to welcoming you on your future break.
Forest Lodge T&Cs
We aim to provide a relaxing break in a welcoming environment. To ensure the maximum enjoyment of your break and that of all our other guests you must comply with all of the requirements in this agreement.
We draw your particular attention to the paragraphs below and to any safety and other information you will receive on or before arrival. You must also note and comply with all verbal or written guidance, especially safety guidance supplied to you by us or one of our staff. You must comply with all notices. We reserve the right to cancel any booking without notice or refund in the event we believe it to be in breach of our terms and conditions.
You may pay by the following debit/credit cards – MasterCard, Maestro, Visa & Visa Debit. You will be required to supply the 3-digit security code.
We are sorry but we do not accept Diners, American Express, JCB payments or Cheques.
You will be asked to pay a deposit of 20% of total cost at time of booking. This is non-refundable.
The remaining balance is to be paid 28 days before the check-in date. Whilst we will endeavor to contact you, it is your responsibility to arrange the payment. If this is not arranged and we cannot make contact, we will cancel the reservation and reserve the right to resell the dates in question.
In the event that a booking is made less than 28 days prior to the date of arrival, but more than 7 days, then full payment is required at the time of booking.
Bookings made within 7 days of arrival be required to pay the whole balance on check-in by using our chip and pin machine (if paying by card) or by paying cash.
By booking you agree that we have the right either during or after your stay to recover from you, whether via the credit/charge or debit card used to pay for the break or otherwise, the costs of:
- Any accommodation charges which remain unpaid and in breach of the above payment terms, and/or
- Any property or accommodation damage, and/or
- Any compensation we may pay to others, and/or
- Any other costs, fees or levies which we may incur, resulting from your or any member of your party’s action or inaction and from any breach of this agreement
CANCELLATION AND CHANGES BY YOU
In the event that you may need to cancel your booking, please contact us immediately via email to [email protected]
This must be done in writing and cannot be done over the phone.
- Cancellations made more than 90 days prior to the date of arrival will forfeit the 20% deposit paid at the time of booking.
- Cancellations made less than 90 days but more than 60 days prior to arrival will be liable to pay 50% of the total cost of the booking.
- Cancellations made less than 60 days but more than 30 days prior to arrival will be liable to pay 75% of the total cost of the booking.
- Cancellations made less than 30 days prior to arrival will be liable to pay 100% of the total cost of the booking.
Should you fail to arrive for your booking, you will be liable for the full balance.
Any request to amend booking dates within 30 days of arrival will be treated as a cancellation and dealt with as detailed above.
Any requests to amend booking dates with more that 30 days until arrival will be subject to a £20 admin fee and will be subject to Lodge availability.
We will make every effort to resell dates where bookings are cancelled, and in the event we are successful the cancellation charges (less an administrative charge of £50) would be refunded to you.
We would of course recommend that all of our guests have appropriate insurance in place to deal with unforeseen circumstances for their protection.
Due to the popularity of bookings for Christmas and New Year, the above cancellation terms and conditions do not apply and any cancellations for Christmas or New Year will be subject to the full cost of the booking regardless of notice given.
CANCELLATION AND CHANGES BY US
We have the right to cancel your booking, or to instruct you or your party to leave immediately, without compensation or refund, should you or any of your party not comply with this agreement, particularly terms relating to behaviour and conduct.
In the unlikely circumstances of a “Force Majeure” we may have to cancel your booking. We will tell you as soon as possible and offer you an alternative or full refund. We cannot pay any compensation or any reimbursement of any expenses or costs you may incur as a result of any such cancellation or charge. Again, we would of course recommend that all of our guests have appropriate insurance in place to deal with unforeseen circumstances for their protection.
We reserve the right to obtain the full name, date of birth and address each member of your party before confirming your booking or at any time. You (the booker) must be a member of your party unless we agree otherwise. Failure to provide us with full details of your party prior to your arrival if requested may result in cancellation of your reservation.
We permit you (the booker) and members of the booker’s party (but no one else) to occupy the property for holiday purposes only. You must declare the correct number of additional guests during booking and, if this changes, you must inform us before the booking commences. No more than the maximum number of persons stated on our website may occupy the accommodation unless by prior written agreement with us. Extra charges may be applicable if the number of guests differs from the number on the booking.
We consider children to be those aged 16 or under. Those over the age of 16 will be treated as adults for occupancy/charging purposes.
Please note that we do not accept bookings from Stag and Hen parties, if you are found to be a booking that we feel fits into this category and you did not disclose this at the time of booking then we reserve the right to cancel your booking and/or remove you from the site. No refund or compensation would be offered.
Check-in is between 3pm and 7pm (3pm-6pm on Sundays). Please check in at the Farm Shop. Check-in outside of these hours is subject to prior arrangement and availability.
As of the 7th November 2019, The Hollies Forest Lodges require all guests to provide a valid credit or debit card on check- in. The Hollies Forest Lodges will pre-authorise your card for £250 per stay for any additional charges which you may incur during your stay with us. Payment can still be made in cash or via another card on check-out if charges are incurred. HFS Tarporley LTD accepts no responsibility for any bank or credit card charges should your account become overdrawn as a result of this. More information on pre-authorisation can be found here.
We reserve the right to request photographic ID at check-in for the booker/lead member of your party and reserve the right to withhold access to the accommodation if you are unable to provide this. No refund or compensation will be given if you are unable or unwilling to comply with this requirement.
A member of staff will, subject to availability, offer a tour of the accommodation at check-in and deal with any questions you may have regarding the site and/or accommodation.
You are responsible for the behaviour of all members of your party. Behaviour should be in keeping with the environment and should not be excessive, noisy or disruptive, especially at night. We ask that noise is kept to a minimum after 10pm. Offensive or illegal behaviour will not be tolerated and may result in the police being involved. Offensive or aggressive behaviour or language towards our staff is not acceptable.
We may ask you and/or any member of your party to leave immediately if your conduct results in police attendance or is considered by us to be inappropriate; likely to cause harm; or impair the enjoyment, comfort or safety of anyone; or is likely, in our belief, to breach any of this agreement. No refunds or compensation will be given in these circumstances and we reserve the right not to accept any future bookings from you or any member of your party.
There must be at least one capable and responsible adult over the age of 21 in every accommodation unit. You are responsible for the supervision of all members or your party under the age of 21.
Children must be supervised by a responsible adult at all times on site.
We do not allow animals in any of the accommodation, with the exception of assistance dogs.
There is a no smoking policy inside of all accommodation. Ashtrays are provided for guest’s convenience outside. Guests who disregard or breach our no smoking policy within the accommodation will be charged for de-fuming costs and may be liable to further sanctions.
We would kindly request that the accommodation is kept in a reasonable order and that on the day of departure any used kitchen items are placed into the dishwasher and the programme is started. Should the accommodation require excessive cleaning then an additional charge (set at a minimum of £50.00) will be made.
Any faults, breakages, damage or other issues with the accommodation must be reported to us at the earliest convenience. Any issues which could be deemed to affect the security or safety of your party, the accommodation or the site must be reported immediately and there is a 24-hour telephone number listed within the accommodation handbook to enable you to do so. We will endeavour to deal with any issues raised as soon as they are brought to our attention, however please be aware this may not always be possible, and we are not obliged to offer any refund or compensation as a result of any such issues.
We reserve the right to charge the cost of rectifying damage caused by the accidental, deliberate, negligent or reckless act of any member of your party to the property, it’s contents or structure. Should this damage become evident after you have departed, we reserve the right to make a charge to your credit or debit card, used at the time of booking or take any other necessary steps to recover the same. We will however make every effort to rectify any damage internally prior to contacting specialists to make the repairs, and therefore will make every effort to keep any costs that you would incur to a minimum.
We reserve the right to charge you for the cost of replacing any items that are removed from the premises without consent. The charge will be the full replacement amount of the missing item, including any carriage charges. Should the fact that any item is missing become evident after your party has departed, we reserve the right to make a charge to your credit/debit card or send an invoice for the amount to the registered address, and to take further action if required. We reserve the right to contact the appropriate authorities if we feel items have been stolen or damaged intentionally.
We reserve the right to take action against any person found to have tampered/interfered with any fire detection equipment throughout the accommodation and/or the site, including detector heads, break glass points and fire extinguishers. Any person found to have tampered with any fire detection or firefighting equipment will be charged with any costs incurred by us due to their actions and may be asked to leave. Should any tampering/interference become evident after your party has departed, we reserve the right to make a charge to your card or send an invoice for the amount to the registered address.
There will be a minimum £25.00 charge should you or any member of your party lose or damage keys. Failure to return keys on departure could also incur the same charge.
We will not be held liable should you lose any belongings or incur any damage to your property during your stay. If we find any lost property, we will make every reasonable effort to contact you and return it but if we cannot contact you and an item is not reclaimed with 3 months of your departure it will be disposed of by us.
In all cases, except personal injury or death, our liability to you for the total of all claims arising out of your booking with us is limited to the cost of your booking less any insurance, cancellation, amendment or separate charges. We will not be responsible for any matters that result from any unforeseeable and unforestallable events that are beyond our control.
Accommodation descriptions and all details both written and verbal are given in good faith and believed to be correct, but interpretation thereof can be subjective and as such their accuracy cannot be guaranteed. Accommodation details may vary over time from photographs and descriptions on the website, and we will not be accountable for any perceived inadequacies or discrepancies which do not materially affect your stay. Should you have any specific requirements or requests, we would advise that you contact us via email to discuss these at the earliest convenience.
Parking is available at the accommodation for two cars, further vehicles can be parked in the main car park.
All vehicles are left at the accommodation or in the car park at the owner’s/customer’s own risk, we do not accept responsibility for loss or damage. If a vehicle is left in the car park without the consent of the company, we reserve the right to remove the vehicle at the owner’s expense.
HOT TUB/JACUZZI USAGE
Please note that whilst the hot tubs are an added feature of the accommodation to be enjoyed by you and your party, they are by design a mechanical piece of equipment and as such can be subject to malfunction. Some faults are not always possible to repair immediately if and when they occur, and whilst every effort will be made to rectify the problem it may be beyond our control. We will not be liable for any inconvenience caused if upon arrival or during your stay the hot tub does malfunction and is out of action. We would ask that you notify us of any issues as soon as they become apparent, in order that we may deal with them promptly.
Please note: –
- For your comfort and enjoyment, the hot tubs are maintained at approximately 40 degrees in temperature.
- They are checked and cleaned on a daily basis and any chemicals required will be added.
- Children under 3 years of age are NOT permitted in the hot tubs.
- Children under 16 years of age must be supervised by a responsible adult.
- You are responsible for your actions and those of your party whilst using this facility and we cannot be held responsible for any misuse, accidents or injuries incurred whilst using the hot tubs.
- It is not advisable to drink alcohol whilst using the hot tubs, however should you wish to do so, please note no glass is permitted in the hot tubs or immediate surrounding area and plastic items are provided for this purpose.
- For safety and hygiene reasons please shower before use to remove skin creams, nail polish and cosmetics.
- Take care when wet to avoid slipping on decking.
- Do not add any product of any kind (e.g. shampoo, soap etc.) to the hot tub water.
- Please be respectful of other guests and residents and keep noise to a minimum.
- We kindly ask that you respect our intention to maintain high levels of hygiene and safety at all times and that should the hot tub be found to be contaminated in any way we reserve the right to charge to cover additional cleaning and decontamination processes. This can happen when the terms and conditions of use are not followed by all users. A charge of £200.00 will be made for extra cleaning of any Hot Tub. Where any Hot Tub has had to be drained because of glass or foreign matter found in the tub then a further charge of £200.00 will be made against the booking.
Check-out time is 10am. Please check out at the Farm Shop.
Should you wish to extend your stay, a late check out may be available until 12 noon at an extra charge of £50.
Your booking and any dispute between us will be governed by and construed in accordance with the laws of England and Wales. You agree to submit to the exclusive jurisdiction of the Courts of England and Wales over any matter arising out of our agreement or your visit.
Should any of these terms and conditions be deemed by law to be void, the remainder of will, if capable, continue in full force and effect. The headings are included for convenience only and shall not affect its interpretation or construction.