Terms & Conditions

Terms and Conditions

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, PayPal (as friends and family payment), card, or cash. Just remember that we’ll need to cancel your booking if the balance isn’t paid within 7 days of when it’s due.

Dog Friendly:

We love well-behaved dogs! If a property is specified as dog friendly, you can bring up to two large ones or three medium/small ones, but please book them in advance and pay the pet cleaning fee. The charge is basically £20 per dog per stay. Check our Pet Policy for the full details.

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.

Once you’ve paid your deposit, we can only refund it if the property becomes unavailable (see “Non-Availability”).

• 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.

Insurance Cover

We strongly recommend getting holiday insurance for peace of mind.

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 property is just for you and your confirmed guests. Each lodge has a maximum number of guests allowed – we need to stick to this.

Day visitors are welcome (just let us know first), but they’ll need to head off by 23:00. Please keep the property legal and peaceful, and be mindful of noise, especially outside – we want to keep the neighbours happy!

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 is available outside your property. Your lodge’s digital guide will show you exactly where to park. While each lodge has limited parking spaces, we’ll do our best to help find additional visitor parking when needed, though this can’t be guaranteed at all locations.

Care of the Property

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

Hot Tub Use

We keep our hot tubs properly treated with chemicals for everyone’s safety. 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.

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.