Terms & Conditions

Please read this document carefully before you sign the booking form as you are entering into a contract with us. The booking form must be signed by a person over 18 years of age who agrees on behalf of all named persons to abide by this Contract.

1. Contract

A Contract shall come into existence only if and when we issue a hire invoice and booking confirmation. The Contract shall be deemed to have been made at our offices at Pinelodge Holidays and be subject to English Law and the exclusive jurisdiction of the English Courts. These conditions of hire form the basis of our contract with you. We reserve the right to cancel your booking within 1 working day of you making the reservation. 

2. Terms

Prices apply from the week in which the greater number of nights are taken. Included in the price is the provision of bed linen, towels and electricity. 1 ½ hour daily admission to the swimming pool is free of charge but other facilities may be charged for separately; details available upon request. VAT is included at the current rate.

3. Conduct & Groups

The booking must be made by somebody over 18 years of age and at least one adult has to stay in each lodge. The total number of people occupying the lodge must not exceed its stated capacity, although babies under two do not count for this purpose. Babies under 2 are not counted as a  member of your party for this purpose. 

Unacceptable behaviour towards staff or guest (including disruption, bullying, harassment, coercion, discrimination, aggressive and / or abusive behaviour) will not be tolerated. If an incident occurs that has the potential to cause staff or guests to feel upset, threatened, frightened or physically at risk, we reserve the right to remove you from the premises. If behaviour is so extreme that it threatens the immediate safety and welfare of our staff and guests, we will report the matter to the appropriate authorities immediately and also consider taking legal action. In such cases, we may not give any prior warning.

Larger groups (who book multiple lodges) and any group of all adult males and all adult female parties are accepted only at our discretion and with our specific permission. Where the majority of a group are aged under 21 or includes any person who is normally closely supervised, there must be sufficient and responsible adults over the age of 21 in every accommodation to provide adequate supervision. We ask that all groups make us aware of the booking to enable us to locate you as close together as possible. We will provide a group booking form for you to complete and agree to. Should you arrive at the holiday park with a group which does not meet these criteria we reserve the right to refuse the use of the accommodation. You may be asked to pay a security deposit at time of take-over.

We also reserve the right to refuse to hand over accommodation to any person(s) who, in our opinion, is not suitable to take charge of it. In such cases, all hire charges paid will be refunded in full and the Contract shall be cancelled.

We will not knowingly allow anyone to stay on Park who is listed on the Violent And Sex Offenders Register (or any register which supersedes this).

If, in our opinion, any person(s) is not suitable to continue the holiday because of unreasonable behaviour, damage to property, or annoyance to the holiday makers, the Contract may be terminated. In this event the hirer shall remain liable to pay the hire price and no refund will be due.

The accommodation must be left in a clean and tidy state when vacated and any breakages or damage to unit must be paid for before departure. We reserve the right to charge for any abnormal cleaning which may be necessary. All accommodation is non-smoking; an additional cleaning charge of £150 will be made to those who fail to observe this rule.

We have the right to enter any accommodation (without prior notice if this is not practicable or possible) if special circumstances or emergencies arise.

A number of lodges are specially adapted to make them suitable for wheelchair users. However, the disabled visitor may need to be accompanied by others to attend to their mobility requirements. We try to provide wheelchair access wherever practical, but some facilities may not provide such access. It is essential that such parties state any special needs at the time of booking and we will do our best to accommodate them or point out which facilities may be unsuitable. Please also refer to our Accessibility statement. 

We reserve the right to provide alternative accommodation of (at least) an equivalent class, even when parties have been advised of their specific lodge number(s).

4. Your Information

As part of the booking process we will collect personal data from you. This will include your name, address, telephone number, email, date of birth and payment details. For group bookings we will also collect the names and ages of your party. As part of the booking process we will use your email and address to send you information that is relevant to your booking and will enhance your holiday experience. E.g. Information about the lodges, park facilities, booking activities, the local area and how to make payments. We may also contact you by phone if we have a question about your booking.  We will never pass your details on to third parties. Further information can be found in our Privacy Policy. 

5. Payments

5.1 Deposit

When booking you must pay the Initial Payment due. This Initial Payment includes your premium for the Cancellation Guarantee together with your Booking Deposit as part payment towards the cost of your holiday. If you do not wish to take out the Cancellation Guarantee Plan you must indicate this at the time of booking.

5.2 Balance

The balance is due 10 weeks before your holiday start date. For bookings made within 10 weeks of your holiday start date, the full monies are payable at the time of booking. If payment is not made according to these terms we reserve the right to cancel your holiday and retain the deposit paid.

6. Cancellation

If you have to cancel your holiday for any reason, send us written notification and your cancellation will be effective from the date of receipt. If you cancel more than 10 weeks before the start date your deposit will be forfeited.

If you cancel less than 10 weeks before the start of your holiday and have not taken out the Cancellation Guarantee Plan a refund will not be due.

7. "Force Majeure"

We regret we cannot accept responsibility or pay any compensation where the performance or prompt performance of our contract with you is prevented or affected by reason of circumstances which amount to force majeure.

Circumstances amounting to force majeure include any event which we could not, even with all due care, foresee or avoid. Such circumstances include the destruction or damage of your holiday home (which cannot reasonably be remedied to a satisfactory standard before the start of your holiday) through fire, flood, explosion, storm or other weather damage, break-in, criminal damage or any similar event. Such circumstances also include riots or civil strife, industrial action, natural or nuclear disaster, fire, adverse weather conditions, war or threat of war, actual or threatened terrorist activity and all similar situations beyond our control.

In such an event we will endeavour to offer you alternative holiday accommodation if available. If we cannot do so or if you do not wish to accept the alternative we offer, we will refund all monies you have paid to us in full. Where any cancellation or change results from force majeure, our liabilities are limited to offering you an alternative holiday home (where available) or full refund as set out above. We regret we cannot pay any compensation or meet any expenses or costs you may incur as a result of any such cancellation or change.

8. Occupancy

Occupancy shall be from 4 pm on the day of arrival to 10 am on the day of departure, unless special arrangements have been made (the housekeepers have only a limited time to prepare the property for the next guest and you are asked to respect this). The Vista Exclusive and Willow Exclusive lodges have a check-in time of 2pm. 

9. Pets

We allow guests to bring two dogs to stay in our lodges that are designated as pet friendly. We do not allow cats or birds.  Dogs are charged at £30 each per short break and £45 each per week. All our pet friendly lodges have an enclosed veranda or a gate.

We want you and your dog to enjoy your holiday and our team are more than happy to advise you about local walks and pet friendly places to eat and attractions in the area.

To ensure that you and other guests enjoy your holiday, please adhere to the following.

Keeping your dog under control: It is a legal requirement that your dog is kept under control at all times.

Dog Fouling: Please ensure that you pick up and dispose of all dog fouling in a responsible manner.

Around the park: Please keep your dog under control and on a lead at all times around the park and on the woodland walk. Dogs are not allowed in the games room, toddler play room or playground.

Countryside Code: Please adhere to the countryside code when walking around the woodland walks and footpaths in the area. Please keep your dog on a lead in any fields where there is livestock, especially lambs, and be mindful of ground nesting birds.

Accommodation etiquette: Only well-behaved dogs can be left unattended in the lodge and then only for short periods of time. Dogs should be kept off furniture and beds. If you cannot keep your dogs off furniture and beds, please ensure you bring a blanket or throw to protect the furniture. Use of our blankets is prohibited. Please bring your own dog beds and dog bowls.

Please use the dog washing facilities to clean your dogs paws as much as possible before entering the lodge. We would encourage you to bring a dog towel to assist with cleaning.

Any damage or additional cleaning caused by dogs will be charged for.

Restricted Breeds: Certain dangerous breeds are not allowed on park. We do not accept the following types of dogs; XL Bully, American Pit Bull Terrier, Japanese Tosa, Fuila Brasileiro and Dogo Argentino. Any other type of dog which could present a danger or alarm to other visitors is also excluded.

If you dog shows aggressive behaviour you will be asked to leave the park immediately with no compensation.

Charges: Pinelodge Holidays Ltd reserves the right to charge a £150 bond for bringing dogs and charge for damage to the lodge or extra cleaning of furniture.  

10. Vehicles

Your vehicles and their accessories and contents are left entirely at your risk. We will not be responsible for any loss or damage from or to any vehicle from any cause whatsoever other than in the case of negligence of our employees or agents.

11. Liability

We cannot accept liability for any damage, expenses, injury, death or loss of any nature whatsoever suffered by any person(s) from any cause other than in the case of the negligence of our employees or agents.

You are strongly recommended to take out appropriate personal insurance for your holiday.

12. Shortcomings

You must notify us of any shortcomings with your Pinelodge immediately so that corrective action can be taken. We cannot accept liability in relation to any shortcomings or claim of whatever nature if you fail to notify us of any complaint or claim during your holiday and write to us within 28 days of the end of your holiday.