Standard Booking Terms & Conditions

Standard Booking Terms & Conditions

Please read the Standard Booking Terms & Conditions before making a booking and entering into a Contract with Pinelodge Holidays Ltd. The Contract binds “you”, the person named on the booking confirmation and all members of your party including children and day visitors. By making a booking you confirm on behalf of all persons in your party that:

• you are over 18 or, if the booking being made does not include yourself that there is at least one person in your party that is at least over 18 at the time of the stay;

• you have read and agree to be bound by these Terms & Conditions and ensure that all persons in your party are aware of, and agree to comply with them;
• you accept financial responsibility for payment of the booking on behalf of all persons in your party;
• you will be responsible for any loss or damage caused by you, any member of your party or animal accompanying you;
• You must ensure that all information you provide to us is true, accurate, current and complete. You must update us promptly if your details change;
• You have informed us in writing of any medical condition, disability or any other factors that might affect you or any party member whilst on holiday. You are responsible for satisfying yourself that the accommodation and location meet your party’s needs before booking.

1. Contract

The Contract shall come into existence when we issue a Booking Confirmation. The Contract shall be deemed to have been made with Pinelodge Holidays Ltd and be subject to English Law and the exclusive jurisdiction of the English Courts. These Terms & Conditions 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. Prices

You agree to pay the price as confirmed at the time of making the booking and as shown on the booking confirmation. Prices can change over time and the holiday price may go up and/or down after you have made the booking. We may also undertake promotions or special offers. Refunds will not be provided for any changes to the booking price. Promotions and special offers cannot be retrospectively added once the contract is made. We reserve the right to remove a promotion or special offers from a booking at any time, if the booker is found to be ineligible.

The price includes use of the accommodation for up to the maximum number of guests that we have specified in the accommodation’s capacity.  Included in the price is the provision of bed linen, towels and electricity and/or gas. 1 ½ hour daily admission to the swimming pool is included free of charge but other facilities may be charged for separately; details available upon request. Wi-Fi for personal use is provided free of charge but the availability and level of service cannot be guaranteed. 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 are not counted for this purpose.

Unacceptable behaviour towards staff or guests (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 charges paid will be refunded in full and the Contract shall be cancelled.

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, no refund will be due and you will be liable for any charges.

The accommodation must be left in a clean and tidy state when vacated and any breakages or damage to accommodation 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.

You may not bring or use fireworks, Chinese lanterns, knifes, firearms, air weapons, archery equipment, illegal substances or similar items. You are not allowed to have open fires or firepits.

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, age 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 telephone 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 Standard Booking Terms & Conditions and Standard Deposit

For bookings made within 10 weeks of your holiday arrival date, the full monies are payable at the time of making the booking. This is either by paying in full via our website or via a secure payment link sent via Reception.

If your arrival date is more than 10 weeks away when making the booking, then you must pay at least the Initial Payment that is due.  The Initial Payment includes the 20% standard deposit and if you have chosen to purchase the Flexible Holiday Plan (“FHP”) at the time of making the booking, then your FHP fees will also be included.  If you do not wish to take out the FHP you must opt out of this at the time of booking. Please note that bookings made before the 25/11/25 would have had the option to take out the Cancellation Guarantee Plan (CGP).

5.2 Balance

The balance of your holiday is due 10 weeks before your holiday arrival date. If payment is not made according to these terms we reserve the right to cancel your holiday and retain the deposit paid. 

5.3 Monthly Instalment Payment Plan

If your arrival date is more than 14 weeks away when making the booking, and you purchase the holiday via our website, then you can choose to pay via Monthly Instalments. An Initial Payment of a 10% deposit (and the FHP fee if purchased) will be taken at the time of booking with the final payment due 6 weeks before your arrival date.  The remaining balance will be split into monthly payments. Full Terms & Conditions can be found here. 

6. Cancellation & Amendments

If you want to cancel or amend your holiday, you will need to send Reception written confirmation by email. We will confirm receipt and process your cancellation or amendment. If you have not taken out the FHP or the previous CGP, then the Standard Booking and Cancellation Terms and Conditions shown in Table 1 apply.

Table 1:

 6.1 Amend*

When amending a holiday to a different arrival date and/or a different accommodation grade, the new holiday will be charged at the price valid on the date of making the amendment. If the price of the new holiday is higher, you will need to pay the difference in price, plus any applicable admin charges.  If the price of the new holiday is lower, we will refund the difference in price, minus any applicable admin charges. Under the Standard Booking and Cancellation Terms & Conditions, no amends are allowed within 42 days of your arrival date.

** If you amend your original holiday 42 – 70 days before arrival then any amended holiday will always be bound by the cancellation T&Cs that apply at either 42 - 70 days before arrival or 0 - 42 days before arrival. 

6.2 Refunds

We will endeavour to provide any refunds due within 30 days. 

6.3 Flexible Holiday Plan

The Flexible Holiday Plan (“FHP”) provides greater flexibility for amending or cancelling your booking.  The full Flexible Holiday Plan (FHP) Booking and Cancellation Terms & Conditions (T&Cs) can be found here. 

6.4 Cancellation Guarantee Plan

Please note that bookings made before the 25/11/25 would have had the option to take out the Cancellation Guarantee Plan (CGP). The full Cancellation Guarantee Plan (CGP) Booking and Cancellation Terms & Conditions (T&Cs) can be found here.

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 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.

Please note that we reserve the right to temporarily close facilities due to maintenance, health & safety, extreme weather, power cuts and other unforeseen circumstances. 

8. Accommodation & Occupancy

Standard occupancy times shall be from 4pm on the day of arrival to 10am on the day of departure, unless special arrangements have been made and confirmed in writing. The Glade Exclusive and Spinney Exclusive lodges have a check-in time of 2pm and the Coppice Pet Spa, Spinney Pet Spa and Meadow Lodges have a check-in time of 3pm. 

Accommodation and facility descriptions and photos are intended to present a general representation. There may be some differences in layout and interior design between the actual accommodation and its description and photos. Some facilities may be unavailable or restricted. 

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).

A number of lodges are specially adapted to make them suitable for wheelchair users. These lodges are classified by the AA National Accessible Scheme

as being ‘suitable for assisted wheelchair users’ which is if you're a wheelchair user and travel with a friend or family member who helps you with everyday tasks.

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 note that we do not have any hoists onsite. Please refer to our Accessibility statement for further information. 

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 walks shown on the back of the park map. The footpaths have a high footfall and are used by cyclists, walkers and families with young children.

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. Use of our blankets for pet use 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.

Which facilities are dog friendly: Dogs are allowed in the bar area of the Foresters, Explorer’s café and reception. Dogs are not allowed in the playground, activity den, shop, Evolution Health & Fitness, Little Monkeys or the restaurant area in the Foresters.

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 or persistent non-compliance then 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 to charge for damage to the lodge or for extra cleaning.  

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