Terms & conditions

Terms of service

Who we are and how to contact us. Stonewood Country Lodge is owned and operated by Mr David Gleaves.

To contact us, please email: stonewoodcountrylodge@gmail.com

These booking terms (Booking Terms) are between the hotel, guesthouse, or self-catering unit (referred to as 'We/Us/Our') named under the 'Reservation Confirmed with' section of the Booking confirmation (Booking Confirmation) and the person or legal entity making the 'Booking' ('You/Your'). These Booking Terms are for the provision of accommodation services (Booking(s) by Us to You. These Booking Terms are governed by English Law and apply to all 'Bookings'. By making a 'Booking' 'You' are deemed to accept and be bound by these 'Booking Terms'.  

When 'You' make a payment using a credit card, 'We' (or our 'Parent Company' or our 'Trading Name' if different will be displayed as the merchant of record.

Your Booking

Your submission of a Booking via our website or otherwise is an offer on your part to stay on the dates requested at the rates stated when you submit the request. We will acknowledge your offer by email and will subsequently confirm if those dates are available within 48 hours of receiving your request. For all Bookings that have a check-in date of less than 10 weeks before check-in, payment for the Booking will be required in full. 

We cannot guarantee reservation of your selected dates until we have confirmed availability and we have received suitable payment. 

Your Booking is confirmed and a contract will be formed between you and us when we receive payment of the deposit and send you a booking confirmation. This booking confirmation will normally be sent out by email within 2 working days and will contain the details of your Booking and of payments made and due. If you have not received your booking confirmation within the specified time, please notify us as soon as possible by email (stonewoodcountrylodge@gmail.com). Please check your confirmation carefully and report any incorrect or incomplete information to us immediately. 

All payments should be made in pounds sterling.

Cancellation or Amendment to Bookings

Any cancellation or amendment request must be sent to us by email (stonewoodcountrylodge@gmail.com) and will be considered and responded to within 2 working days of receipt. Alternatively, this can be done via the company you placed the booking with. Whilst we will always try to help, we cannot guarantee that such requests will be met.

If you cancel before the holiday arrival date you may be due a partial refund. 

The refund will depend on the amount of notice you give us before the arrival date - please see the terms and conditions of the company you placed your original booking with.

If extreme weather, illness, or other similar events prevent you from reaching us for your stay, taking, or finishing your stay, you are still subject to our cancellation terms and no refund will be offered. 

We strongly recommend that you take out a travel insurance policy which covers this eventuality. Cancellation insurance is available but will be a third-party arrangement and not involve us in any way. We strongly recommend that you take out Travel Insurance to cover all members of your party. 

It is your responsibility to ensure that the insurance you purchase is adequate and appropriate for your particular needs 

Changes and Cancellations by Us

We will inform you as soon as reasonably possible if we need to make a significant change to your confirmed Booking or cancel it. We will also liaise with you to try to arrange alternative dates for your Booking and if no alternative dates are suitable or acceptable to you we will refund you in full. 

We will have no further liability to you and cannot accept any liability or responsibility to pay compensation or any reimbursement of any expenses or costs you may incur as a result of any such cancellation including, without limitation, the costs of any travel arrangements you may have incurred.

Right of Entry

Your Booking and stay at Stonewood Country Lodge is not intended to confer exclusive possession nor create the relationship of landlord and tenant between us and you. You will not be entitled to any tenancy, any assured shorthold or assured tenancy, or any statutory protection under the Housing Act 1988, or to any other statutory security of tenure now or upon the determination of this Agreement.

We reserve the right to enter the Stonewood Country Lodge during your stay (without letting you know first if this is not practical or possible) if:

  • your stay is for longer than 3 days, to change your towels and bedding;

  • exceptional circumstances or emergencies happen (for example if repairs need to be carried out) or if you break any of these terms, the Lodge Rules, the Safety Notices, or any other terms that apply to your Booking and/or the Lodge; and 

  • we wish to inspect it (including but not limited to where you have made a complaint). 

You agree to allow us and our representatives (including workmen) access to Stonewood Country Lodge required by this clause.

Complaints

If you have any queries or concerns please email us at (stonewoodcountrylodge@gmail.com). If you have any complaints about your stay, please notify us as soon as possible and we will investigate and try to resolve your complaint to make your stay as enjoyable as possible. Whether or not your complaint is dealt with satisfactorily, please also contact us as we appreciate all feedback. It’s important to us that you’ve enjoyed your stay or if anything could have been improved.

Pricing, Information, and Accuracy

The information and prices shown on our site are varied from time to time and may change between the time you first view a property and make a Booking. You should check that all the details are as you expect before making a Booking. It is always possible that, despite our reasonable efforts, the Lakehouse and the features and extras available may be incorrectly described and/or priced. If we discover this is the case after you have made a Booking, we reserve the right to contact you with details of the correct information and/or pricing and will give you the option to:

  1. proceed with the Booking based on the correct information and/or pricing, which may require the payment of an additional amount by you; or

  2. subject to availability, change your booking dates to dates when the pricing can be honored and so no additional charge to you. If a lower price can be offered for alternative dates then the difference would be refunded; or

  3. cancel the Booking. If we do not receive your instructions within 5 days of contacting you, we reserve the right to cancel your Booking and will refund you in full.

We will have no further liability to you and cannot accept any liability or responsibility for any travel arrangements or other costs you may have incurred.

Stonewood Country Lodge Rules

We ask that you abide by our 'Lodge Rules' (see welcome pack) and our 'Safety Notices' these are there for your safety and to try to keep Stonewood Country Lodge and its facilities in the best condition possible for you and our other guests.

Your Responsibilities

Please note that you have a contract with us as the owner of the property. Our acceptance of your booking is on the basis that you will be responsible to: 

  • behave in a proper, appropriate, and legal manner whilst staying at the property with due respect to us, Stonewood Country Lodge, the surrounding grounds, and our other property at Northwood Caravan and Holiday Park and to any other visitors and their property;

  • ensure that only those people named in your booking occupy Stonewood Country Lodge; and

  • inform us of any losses or damage to Stonewood Country Lodge or any other property as soon as possible. 

Please note that you will be liable to pay for any losses or damage to the property caused by you or a member of your party (except reasonable wear and tear). 

If we discover that any persons not named in the booking or otherwise not authorised to be in Stonewood Country Lodge or the grounds of Northwood Caravan and Holiday Park, we reserve the right to ask them to leave immediately.

We hope it never comes to it but if any guest behaves inappropriately or improperly (of which we will be the final judge), or illegally, we reserve the right to ask the guest and their party (at our discretion) to leave Stonewood Country Lodge before the end of the holiday period and/or refuse any future bookings from you. If it comes to that we’re afraid that there will be no refund of any sum you have paid for your stay. 

The rights set out above are without prejudice to any other rights and remedies we may have including the right to bring legal action against to recover any loss, damage, or injury caused to us, Stonewood Country Lodge, any other part of our property, or to other visitors and/or their property. 

Liability

Except as stated in the last paragraph of this clause, we do not accept liability for loss of property, personal injury, or any accident during your stay. We welcome you to use our bikes and other facilities provided but you do so at your own risk.

Your vehicles, their accessories, and their contents are left entirely at your own risk. We are not responsible for any loss or damage from or to any vehicle. Please park in the parking space provided.

Except as stated in the last paragraph of this clause, if we are found liable to you on any basis whatsoever, our maximum liability to you is limited to the cost of your Booking (or the appropriate proportion of this if not everyone on the Booking is affected). 

We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence or that of any of our employees whilst acting in the course of their employment.

Governing Law

These terms and conditions have been drafted in accordance with and are governed by English law and the courts of England and Wales have exclusive jurisdiction in relation to any and all disputes arising out of these terms or your stay at Stonewood Country Lodge.

Discrepancies

In case of a discrepancy between these terms and any other literature you may find or discover in relation to Stonewood Country Lodge, these terms shall prevail.

Validity clause

In the event that a court finds that a condition in these terms is illegal or void, the illegal or void provision will be severed from the remainder of the terms, which will continue to be valid and have full force and effect.