Book with confidence with our reassuring holiday terms

Updated: 03/05/2022

Guests who book direct via or via the Pinelodge Holidays Reception and are travelling from within the UK*** can be reassured that they are booking their holiday with an established family business they can trust. You can request a full refund*, a credit note* or amend* your booking to a future date for the following reasons: 

From the 1st May 2022

We will continue to monitor the Covid Government Guidelines but at this point in time, there are no restrictions or guidelines that would affect your ability to come on holiday.

However, the Book with Confidence promise will cover your holiday if Government restrictions are reintroduced and any of the following apply:

  • There is a national or local lockdown in the UK
  • You cannot travel within the UK due to UK Government public health measures which includes laws relating to Covid and the reintroduction of isolation rules
  • Your party make up ** is not compliant with UK Government Guidelines.

** It is the Lead bookers responsibility to ensure that your party make-up is fully compliant with the current COVID laws and guidelines as per the detailed information that is provided by the Government at

Please note that information is subject to change at very short notice. 


*Terms & Conditions if Government restrictions are reintroduced:

Cancellations covered by our Book with Confidence promise will be processed within 28 days of us receiving your cancellation request in writing.   

If you choose to receive a credit note it will be valid for 12 months.

For amended holidays, if the cost of your new holiday is lower, then we will refund the difference and if the cost is higher, you will need to pay the difference. 

Evidence that you or a member of your party are unable to travel due to UK government public health measures or a positive test result must be provided before your cancellation or amend is processed.

The policy only covers an individual lodge. If you are part of a larger group booking with several lodges booked, only the lodge that has the positive test result or cannot travel due to UK government public health measures will be able to cancel.

The Book with Confidence promise only covers a positive Covid result prior to arrival. If your holiday is curtailed due to a positive Covid test then no partial refunds are provided. If you wish to be covered for curtailment, please take out the Cancellation Guarantee Plan at the time of booking. 

We would recommend you take out our Cancellation Guarantee plan to be covered for other cancellation reasons that do not relate to Covid. Details can be found here.

***The Book with Confidence Promise does not cover international travel. If you will be travelling from overseas you will need to take out your own travel insurance.