Cheltenham Cottage

Arrival and Departure Times

You can arrive from 3:00 PM onwards unless we’ve arranged something different. Please let us know roughly when you’ll get here so we can arrange check-in. Check-out is by 10:00 AM.

Use of Property

The maximum number of guests allowed is (10)– please ensure you stick to this.

Please keep the property safe and peaceful, and be mindful of noise, especially outside – we want to keep the neighbours happy!

Deposit and Balance

When you book more than eight weeks ahead, we’ll ask for a 20% non-refundable deposit to secure your stay. We’ll then take the remaining balance (80%) from your pre-authorised card eight weeks before you arrive.

If you’re booking within eight weeks of your stay, we’ll need the full payment when you book. Once your payment’s sorted, we’ll pop you an email with your booking confirmation, a handy digital guidebook, and then three weeks prior to your stay we send arrival information.

We’re flexible with payments and accept BACS or Card. We’ll only cancel if balance isn’t paid within 7 days of due date (20% and 80% intervals).

Guest Verification

For your security and ours, we work with Truvi, a trusted guest verification service. They help us verify guest identities and ensure everything meets current rental regulations, all while keeping your personal information safe and secure. This is industry-standard and is a requirement of booking.

Security Deposit / Damage Waiver

For your stay, you’ll also need to choose between two deposit options: a refundable £500 security deposit or a £35 non-refundable damage waiver. Truvi, who are ICO regulated, safely manages these funds. After booking, you’ll receive a message from Truvi, and the verification process takes just a few minutes to complete. We promise it’s easy!

Cancellation Policy

Just like with a holiday abroad, we suggest taking out cancellation insurance. It’s not expensive and can protect your booking costs if something unexpected comes up.

• If you cancel more than eight weeks before your stay, you won’t need to pay the remaining balance, but we’ll need to keep the deposit.
• If you cancel within eight weeks or haven’t paid the balance on time, you’ll need to pay the full amount unless we can find new guests.
• Good news if we re-let the property at full price – we’ll refund what you’ve paid minus the deposit. If we re-let for less, you’ll just need to cover the difference.
• We’ll process any refunds once the new booking is fully paid.

Non-Availability

If something unexpected means your accommodation isn’t available, we’ll do our best to offer you somewhere else lovely to stay. If that’s not possible or doesn’t suit you, we’ll refund everything you’ve paid. Our liability stops at this refund.

Transferring a Booking

While we can’t transfer bookings to different dates, our cancellation policy applies. We’ll always try our best to help where we can.

Smoking and Vaping

We don’t allow smoking or vaping inside. If you smoke outside, please dispose of your cigarette ends thoughtfully.

Car Parking

Parking for (one) car is available on our site – Your lodge’s digital guide will show you exactly where to park.

Hot Tub Use

We keep our hot tubs properly treated with chemicals for everyone’s safety. It’s best to leave your jewellery off when you’re in there, as the chemicals might react with it. Sometimes swimwear can fade a bit too – worth keeping in mind before you hop in. We can’t take responsibility for any damage to these items. We legally are required to treat the hot-tubs, and can’t let them without using said chemicals. This is for your hygiene and safety.

Care of the Property

Please look after the property and let us know quickly (by text or WhatsApp) if anything needs attention. Don’t worry too much about minor breakages – just let us know before or when you leave.

Party Policy and Noise

Our retreats are located in residential areas where people live year-round. We don’t allow parties, loud gatherings, or disruptive hen/stag groups. We want everyone to enjoy their stay while respecting our neighbours and maintaining the peaceful atmosphere of our community. Excessive noise, particularly outside or late at night, may result in immediate intervention and could affect your security deposit.

Lake Usage and Water Sports

Guests are welcome to swim and use water sport equipment in the lake at their own risk. For safety and insurance purposes, we require all guests to sign a waiver before participating in any water activities. This waiver will be provided upon check-in.

Liability

Cotswold Water Park Retreat isn’t liable for:

• Any injury, illness or loss during your stay
• Damage to personal belongings
• Extra costs due to travel, weather or property conditions
• Problems with plumbing, gas, electricity or extreme weather

Data Protection

We’ll only use your details to manage your booking and meet our obligations to you. We never share your personal information with other companies.