Confirmation of your booking
CHECK YOUR CONFIRMATION CAREFULLY, ANY ERRORS NEED TO BE NOTIFIED TO US IMMEDIATLEY.
Your booking will not be confirmed or guaranteed until we have recieved the requested information and any payments due that are required. Failure to send us this within 28 days will lead to your booking being cancelled with no refund or entitlement to any compensation. As per any holiday whether in the UK or overseas we recommend you take out adequate travel insurance.
Cancellation or changes to a booking.
You have up to 14 days before your arrival date to make any changes to details or changes to dates, after this period we cannot make changes to a booking. Any insulting behaviour, insinuations or fabrication of comments made by guests to benefit them in any way will result in the booking being cancelled immediately with no compensation. If you have taken out our optional £10 cover you are able to change the booking up to 7 days before arrival and rebook within the same season, we cannot carry over to the following year (Subject to availability). If you choose to cancel a promotional / discount booking from a third party then a £45 cancellation fee will be charged.
Paying for your holiday
Full payment is required to secure your booking unless agreed otherwise and a 50% non-refundable deposit will be offered, in this case full payment must be made a full three months before check-in date otherwise your booking will be cancelled with no reimbersment. Please ensure that you have sufficient holiday insurance to cover you in the unlikely event that you need to cancel. In some circumstances payment is transferable in the event of cancellation minus a £180 admin fee and on the condition that the cancelled unit/s can be re-booked.
We reserve the right to charge a discretional non refundable £10 booking fee for all bookings (to be paid 14 days prior to arrival or we cannot guarantee your booking) this covers admin costs in dealing with your booking, payable by credit/debit card. Payment details will also act as a deposit should there be any damage or misuse of the property during you stay. All bookings made with discounts or vouchers for food, drink or accomodation are non-transferabe and non-refundable.
Offers & Voucher Deals
All offer and voucher deals are sold as non-refundable and non-transferable, we will redeem the voucher before we send any communication to you, the value of the offer or voucher is deemed to be the 50% non-returnable deposit that is required to book a stay with Oak Lodge Retreat Ltd otherwise known as Oak Lodge Escape.. In extreme circumstances we will, using our own discretion, offer an alternative date break, this is an offer of good will and in no way of any monetary value. (Subject to availability).
Arriving at Oak Lodge Retreat
Check in is strictly 3pm to 6pm, if you would like to arrive before 3pm or after 6pm please call in advance to arrange and we will do our best to accommodate you.
Check out is strictly 10.00am – Please leave the unit how you found it. We do allow for a grace period upto 10:30am but if you check out later than this you will be charged £15 per hour starting from the original check out time, part of an hour will be charged for a full hour (If you check out at 11:05 you will charged for 2 hours). We have contract cleaners that will be on site at 10:00am and charge us from when they arrive, not when you check out.
Please settle any outstanding balances before you leave. There will be a £200 (But not limited to) cleaning/damage charge per unit should the unit not be left how you find it, this includes but not limited to rubbish/food being left inside or outside, failure to clean facilities on the unit, especially the cooking area (if applicable), fire pit not being emptied, excess rubbish above what would be considered general waste, any damage to the accommodation or surrounding areas. Any items that pose a health risk to others including (but not limited to) alcohol and sharp implements. A lost key will be charged at £50, this will be refunded minus a £10 admin fee should the key be returned.
Take care during your stay
We cannot accept responsibility for loss or damage to personal possessions or vehicles. The tents cannot be locked, so keep valuables with you at all times. Guests must take full responsibility for any children in their party. Children using swings and hammocks must not be left unattended and do so at their own risk. The very nature of camping in a woodland means that there are hazards to be aware of at all times. Please be careful of your footing over fallen branches, be careful at the edge of the decks, watch out on wooden surfaces as they can be slippery when wet and take care wandering round the site at night. Every effort has been made to ensure guests safety but we cannot accept responsibility for any accidental injuries.
Campfires and stoves
Fires should be kept small and manageable and can only be lit in designated areas after 6pm. These areas are the wood burning stove inside your unit (if installed) , the BBQ on the decked area and any of the fire pits. Only wood purchased from us can be used for the fire pits. The lighting of fires can be dangerous and extreme caution must be exercised at all times, we can not accept liability for injuries caused by the building of or lighting of a fire. Fire buckets are provided for your safety. If you are unsure as to how to light a fire please ask. In the unlikely event that a fire becomes out of control due to negligence £1000 clear up fee will be charged per unit. Damage to property in the event of a fire will be charged at cost, loss and expenses. DO NOT REMOVE LOGS FROM THE SAUNA TO USE ON YOUR FREPIT OR THERE WILL BE A CHARGE OF £30
We are a no smoking site, there is a designated smoking area opposite the car park.
Consideration for other guests
Strictly no music on site at any time.
All noise to a minimum after 10pm (midnight for groups that have booked the whole site), especially if there are families with children staying too. Noise travels in the countryside and you may be surprised how much can be heard! Communal areas to be kept clean and tidy at all times.
To make a complaint email firstname.lastname@example.org. If you wish to make a complaint then you will need to refrain from making/posting any comments on review/social media sites until the complaint has been resolved. Should any comments be posted this way then you will forfeit any inquiry into the complaint and we will not uphold it as this may have an impact to the outcome.
We are unable to accommodate pets or wild animals.
Oak Lodge Retreat has the right to cancel/amend any booking without notice to the booker/guests should we see fit to do so to ensure the safety of our guests or staff. Compensations in this instance is discretional and conditional to source of original booking.
The Glamping Site are not liable for refunds or expenses you incur in the event they are prevented from fulfilling your Booking as a result of circumstances beyond their control. Such circumstances shall include (but not be limited to) war, terrorism, riots or civil unrest, industrial action, flooding, natural disaster, epidemics, health risks or such similar events (“Force Majeure”). We recommend that you have adequate holiday insurance in place to cover this.