Terms & Conditions

Our Booking Terms & Conditions – please scroll to the bottom for an explanation of returning guests discounts and voucher codes

The Role of Lake District Lodge Holidays Ltd

Lake District Lodge Holidays Ltd (hereafter known as LDLH) arrange bookings of holiday lodge accommodation as agents for the owners of the property. LDLH does not own any lodge accommodation and reserves the right to refuse any booking where in line with owners wishes. The hiring contract is therefore between the hirer and the owner of the property for which the booking is made and incorporates the conditions set out below.

Authority

The person whose name appears on the booking form certifies that he or she is authorised to agree the Booking Conditions on behalf of all the persons staying at the property booked, including those substituted or added at a later date. This person must be a member of the party occupying the property, and must be 18 years of age or over. Bookings for single sex groups are only allowed by prior arrangement and for persons over 25 years of age. A security deposit may be required (see below).

Hirer’s Obligation

The hirer agrees:
1) To permit the owners and agents reasonable access to the property to carry out any urgent maintenance. Where possible prior arrangements will be made.
2) Not to sublet or share the property, except with persons nominated on the booking form.
3) The maximum number of persons allowed at the property is clearly stated, and must not be exceeded (Owners reserve the right to refuse entry to the property or to terminate the hire without notice and without refund in the event of a hirer breaching this condition).
4) Any problems you may encounter with the property must be reported to LDLH as agents as soon as possible and not left until the day of departure or returning home.

Park Rules & Operations

All stays are at a holiday park owned by a 3rd party with which LDLH has no association or responsibility for the provision of any services of that holiday park. Guests agree to follow the rules of that park during their stay which includes going to reception to register on arrival. A copy of these rules is available within the lodge and upon request. Any issues relating to a stay at a privately owned lodge should be reported back through LDLH as the park are not responsible for managing the lodge or booking for private sublet guests during their stay.

You will be staying on an operational holiday park which means work may be undertaken from time to time by the park owners during your stay. Although we will always try to inform guests in advance if something may impact on a stay if we have prior knowledge, we regret that we are not informed of most operations and therefore cannot be held responsible or accept any liability for park matters which are outside of our control.

Damage charge

When accepting our booking terms guests accept responsibility for any damage caused by any member of their party (including pets) and agree to pay in full for any costs incurred as a result.
This includes the cost of any damage to furniture, fittings, goods, or to the property itself or loss of keys or to cover any extra cleaning over and above that reasonably expected after the duration of the stay. If a claim is made being made an appropriate amount will be taken from the card used to pay the balance under advice together with an explanation as to the reason. If we are unable to take the amount from the card an invoice or payment request will be issued.

Security deposit

On occasions a £100 security deposit in advance of a stay which will be required. This will be taken as a pre-authorisation against a credit or debit card within 14 days of arrival. This will only be called upon under advice if there is damage to furniture, fittings, goods, or to the property itself or loss of keys or to cover any extra cleaning over and above that reasonably expected after the duration of the stay. A security deposit will be required without exception for single sex groups, mixed sex groups under 25 years old and overseas guests with no permanent UK residence.

Single sex groups/groups of young persons

Your stay will be on a family park. As such bookings for single sex groups will only be allowed where all persons in the group are over the age of 25. Bookings for mixed groups of young persons will be allowed where all persons in the group are over 18. No stag or hen parties are permitted without exception. When accepting these bookings a security deposit will be required along with some additional information about a stay. Specific park rules which are appropriate will be pointed out and written assurance sought from the person who is making the booking that these requirements will be followed. The park management will ask people to leave if there are reports of noise or unsociable behaviour. No refund will be given should this happen.

Electricity & Gas

Is included in the rental, however we reserve the right to take an additional charge if usage exceeds what is the norm for the time of year/number in the party.

Linen

Bed linen and towels (one hand/bath towel per person and tea towel/kitchen towel) are included in the cost of the hire of the lodge. Additional towels are available at £10 per stay. Where stays are for 10 days or more a change of linen and towels is available free of charge if required.

Pets

Only house trained dogs (to maximum of TWO unless where specified on the booking form) are welcome at lodges which are clearly stated as pet/dog friendly. We regret we are unable to accept any other pets including cats. Occasionally by arrangement we will accept more than two dogs if they are of small breed. There is a supplement of £10 per dog per stay.

a) Where dogs are allowed, owners are responsible for any extra cleaning that may be required, either in the property or the grounds and any costs so incurred will be pursued as above.
b) Dogs MUST NOT under any circumstances be left in the lodges unattended or be allowed to sit or sleep on any furniture or beds.
c) There are additional rules for accepting dogs at the various parks where the lodges are located. These will be pointed out when final payment is made.
d) Dogs shall not cause any annoyance or become a nuisance, or intimidate occupants of adjoining premises. We regret we are unable to accept certain breeds of dog (generally those deemed dangerous under the dangerous dogs act or large dogs which we deem unsuitable for a family holiday park). If in doubt guests should check in advance.
e) Owners and their agents, reserve the right to insist upon the removal of animals in the event of a breach of these conditions. Please note: Most lodges which accept dogs have a gated outside deck area unless specified.

Leisure facilities

All lodges have complimentary use of the leisure facilities at Choices Health Club in Troutbeck Bridge (full details are on our website) . Because this membership is renewed annually in March it may not be available when the stay is taken. In these circumstances no refund or compensation will be provided. Should the facility no longer be available we will endeavour to notify all bookings which are affected.

All guests staying at lodges at White Cross Bay have the option to purchase a leisure pass on arrival for £15 which allows them to use the swimming pool, small gym and steam room. This is at the discretion of the park owners and we have no responsibility or liability for this service or if any charge is subsequently introduced.

No Smoking

All our lodges are non-smoking and guests are requested not to smoke inside any of the lodges. If there is evidence of smoking and a lodge needs to be de-odorised then a charge of £100 will be taken.

Lost Property

We will retain lost property items for 28 days from the date of departure. Please inform us if you have left anything behind and we will endeavour to return it as soon as possible if it has been found. No food or drink items will be retained. A £15 minimum charge will be passed for return of items to cover the collection, packaging and time involved in returning the item. Alternatively items can be collected from our Windermere office.

Cause for Complaint

If there is a complaint, it must be reported immediately to allow us, where possible, to redress the situation. It is too late to report a problem after your holiday and no compensation or redress will be allowed once a holiday has been completed. Whilst everything will be done within our power to attend to repairs to the lodges, furniture or equipment during a stay no guarantees will be given. No refunds or compensation will be considered if any breakdown should occur unless the problem is not rectified within a reasonable time and will have impacted on a guests stay. Any compensation given will be proportionate to the issue arising and may take the form of a discount off a future stay. The maximum level of compensation for a cleaning related issue is £50.

LDLH will endeavour to resolve complaints within 7 days of receipt but on occasions we reserve the right to pass this back to the property owner to agree a resolution.

Hot Tubs – where compensation is sought and agreed because the tub is unable to be used due to a fault the value is deemed to be £15 per day maximum.

Payments & additional fees

A £20 non refundable booking fee is payable at the time a booking is placed.

A non-refundable deposit of £100 per lodge is required to secure a booking. Payments should be made by card either by using our secure online booking system (provided by Supercontrol) or by telephone. We no longer accept cheques. There is a 1.25% fee for using credit cards for payment, with no charge for debit cards. Exceptionally, bank transfers can be arranged (although a damage deposit of £100 will need to be included which will be refunded within 7 days of the end of the stay providing no damage has been incurred – see damage above). We regret we cannot accept American Express at the present time.

The balance of the rental should be paid 56 days (8 weeks) before the commencement of the holiday. The full rental is payable if you are due to occupy a property within the 56 days (8 weeks) period from the date of booking. Under exceptional circumstances and by prior arrangement we can agree payment up to 1 month later than the due date subject to a £10 administration charge which is added to the booking total. Late payment without prior arrangement will attract an additional charge of £20.
We can accept part payments subject to a minimum of £100 and a £25 administration fee which is added to the booking total.

Tariff

This is updated and published on our website www.lakedistrictlodgeholidays.co.uk

Cancellation

If the hirer wishes to cancel their booking, he/she should advise us immediately by telephone, followed by a confirmatory letter or email.

If only a £100 deposit (plus £20 booking fee) has been paid then this is non refundable. Once the balance has been paid (i.e within 8 weeks of a stay) then a refund will only be made if we are able to relet the lodge. The amount will depend on the rental received less the £100 non-refundable deposit element (plus £20 booking fee) of the booking.

If we are not able to re-let, the owner shall be entitled to retain all payments already made, and to recover, if not already paid, the balance of the hiring charge. Cancellation of bookings due to “Acts of God” or matters beyond our control will not be accepted where access is still possible to the property.

To cover against any potential financial loss which may be incurred by cancelling a stay (in line with our cancellations policy) we recommend all guests consider taking out a suitable travel insurance/cancellation policy. A suitable policy through Booking Protect www.bookingprotect.com which provides a comprehensive Refund Guarantee (subject to specific terms) will be offered at the time an online booking is made. This can only be taken at the time of booking or at any time up to when the balance is paid . It cannot be added after full payment has been made.

Where this cover is not taken there are also details of another potentially suitable policy on our website where . In providing information about this policy we are not recommending or advising on this product.

Arrival and departure times

Lodges are usually available 3.00 pm on the day of arrival (this will be confirmed on a lodge by lodge basis on the arrival information) and must be vacated BY 10.00 am on the day of departure. This allows time to have the lodge ready for both you and the following arrivals. It may be possible for an earlier entry time to be arranged but this must be done in advance and there may be a small charge for this service. We kindly ask that guests do not enter their lodge before 3pm to ensure it is cleaned, prepared and checked for arrival.
Similarly if the lodge is not vacated by the designated departure time we reserve the right to charge for overstaying by up to £50.

Non-Availability of Property

If for any reason beyond the agent’s control, a property becomes unavailable on the date booked, all rent paid in advance will be refunded in full where alternative accommodation cannot be offered. The hirer shall have no further claims against the owners or agents. If, for reasons beyond our control, a property becomes uninhabitable during your stay ïf, for example, the heating fails and cannot be repaired within an appropriate time frame, we shall make every endeavour to offer suitable alternative accommodation if it is available. If none is available, we shall offer a refund of monies paid to us on a pro rata amount depending on the length of stay prior to departure.

Transfer of booking/amendments

In exceptional circumstances and at our discretion, we will permit the hirer to transfer their booking to another date at the same property (subject to availability) or another property. There is a £25 administration charge for all booking transfers and material amendments to a booking once placed (e.g adjustment of days in a stay involving the reissue of booking confirmations).

Liability

No liability is accepted for any loss, damage, sickness or injury, howsoever caused, which may be sustained, during the holiday to the hirer, or any member of the hirer’s party or any invited person, or any car and it’s contents, or any possession of the hirer or any member of the hirer’s party unless this results from the negligence of the agent or it’s employees acting in the course of their employment. As LDLH acts only as agent for the owners of the properties it lets, it cannot accept any liability for any acts(s) or omission(s) of the owner or anyone representing or employed by the owner. Compensation payments will not apply where we cannot fulfil our obligations due to unforeseeable circumstances such as natural disaster, adverse weather conditions, health risks and epidemics, fire and other similar factors beyond our control. We reserve the right to make changes without notice, and are not responsible for errors or omissions.

Availability

If something in or as part of the property becomes unavailable (e.g. washing machine, dishwasher, wi-fi etc.) LDLH accept no liability whatsoever although we will endeavour to put things right as soon as possible if we are able.

Property information and website accuracy

Whilst every effort is made to ensure the accuracy of information given either written, verbally or on the website and all representations are made in good faith, no such representations will create any liability on behalf of LDLH. There may be changes made to certain equipment provided in lodges and we cannot be held responsible for this although where possible we will try and replace or provide this as appropriate.

Whilst to the best of our knowledge the details relating to any lodge were correct at the time of enquiry or booking, we reserve the right to make alterations and will endeavour to advise the Holidaymaker of any such alterations where we consider they will impact on a stay. LDLH cannot accept responsibility for any changes or closures to area amenities, attractions or services offered by a third party mentioned in any correspondence or on the website.

If a price of a booking has clearly and obviously been recorded within the booking system in error then we reserve the right to amend this to the correct price. We will contact the guest as soon as possible after any error is discovered and will give the guest option to continue with the booking or a full refund will be made.

Disabled access

All lodges have steps leading up to the decking and front door (except where detailed). Most lodges may therefore be unsuitable for wheelchair users, people with mobility problems or the elderly. Guests should check with us before booking.

Hot Tubs

All hot tubs are maintained to industry standard and HSE guidelines. Information about using a hot tub safely is provided before a stay at all lodges with a hot tub and on a prominent notice near the tub. Usage of a hot tub is at a guests own risk and Lake District Lodge Holidays accept no liability for anything which may happen to a guest as a direct result of using a hot tub. Park rules specify that noise is kept to a minimum and guests are not expected to use the hot tub after 10pm.

Data Protection

Information that Lake District Lodge Holidays Ltd has collected from your booking will be held in confidence and will not be passed onto any other person without your permission.

Important note

Once you have received your receipt and confirmation of your booking, you must check it carefully and report any discrepancies or errors immediately. We reserve the right to modify our booking terms and conditions at any point. A copy of the latest booking terms and conditions is available on our website.

Contract

When you submit a booking via our online reservation system you will receive an automatically generated booking summary by email to the email address provided in the booking form. This is your contract which shall only arise when your booking is confirmed. This could subsequently be via an amended letter of confirmation sent to you by post or email after the booking has been made online.

Loyalty Discounts and Use of Voucher Codes

All guests who book again through Lake District Lodge Holidays will receive a 10% discount on a return stay to the same lodge (except Horseshoe Lodge and High Borrans which are 5%, Easedale Lodge – nil) or 5% when returning to another lodge in our portfolio.

From time to time limited amounts of voucher codes will be available for additional discounts on certain stays at certain lodges. These may apply in addition to any other late availability discounts applicable at the time of booking. Voucher codes can only be used for online bookings and only one voucher code per booking will apply. All current voucher codes are detailed within the special offers section on our website.

Standard returning guest discounts (outside of voucher codes issued for that purpose) may still apply but will be reduced by 50% of their normal value respectively unless otherwise stated in any offer. This discount is applied to the full price before the voucher code is deducted.

A revised booking confirmation will be issued where there is an amendment required to the price of a booking reflecting a returning guest discount or use of a voucher code.

May 2017