TERMS & CONDITIONS

Please read these conditions carefully.  They set out the basis on which we arrange your accommodation.

 

Making a Booking / Payments  

All offers, and bookings are subject to availability.  We reserve the right to alter prices in our brochure or on the website.  We will advise you of the current price at the time of booking.  Once a booking has been confirmed you will be issued with a booking confirmation which will outline your accommodation details and dates, please check carefully upon receipt.  If any information appearing on your booking confirmation appears to be inaccurate, please notify us immediately.  We reserve the right to refuse any booking before we send your written confirmation.  If we do this, we will tell you in writing and promptly refund any money that you have paid to us. 

 

The person making the booking must be at least 18 years old at the time of booking.  By making the booking, you confirm that you are authorised to make the booking and that all other members of the party agree that the booking will be governed by these Terms and Conditions. The person making the booking is responsible for making all payments. 

 

For bookings made and no deposit received, we will hold a booking for 3 days to allow time for payment to be made.  Once we have received the payment due, we will issue a Booking Confirmation email as soon as reasonably possible. 

 

The Booking Confirmation email is our acceptance of your booking and the point at which a binding contract with us will begin. If no payment is received within 3 days, then we assume the booking to be cancelled and will notify you accordingly.

 

Once we have received a final balance payment, we will send a separate email detailing arrival instructions.

 

When you book you must pay a deposit as outlined in your booking documents, this is non-refundable.  This should be paid by direct bank transfer.  If booking within 4 weeks of arrival the full balance will be payable.

 

If you do not pay any final balance payment due in relation to your booking by the appropriate date, we are entitled to assume that you want to cancel your booking. In this case, we will be entitled to keep all deposits paid.

If you change or cancel your booking

  1. Changes.  If you require a change after your booking has been confirmed, we will do our best to accommodate your needs, subject to availability and reasonableness. A £25 charge will be payable for any changes.

  2. Cancellations.  Telephone us immediately if you have to cancel and follow up in writing.  Your cancellation is effective from the date we receive your telephone notification.  If you cancel, the following amounts will be refunded: (this does not include non-refundable deposit)

Brochure and Website Accuracy

We aim to make sure that the information provided is presented accurately on our website, in brochures and promotional literature.  There may be small differences between the actual property and its description, this is usually because we are aiming to improve services and facilities.  Occasionally, problems mean that some facilities may be restricted.  If this happens, we will tell you as soon as reasonably practical after we become aware of the situation. 

 

Our prices are inclusive of bed linen, towels and fuel. If wi-fi is provided free of charge this assumes that your usage is reasonable.  We reserve the right to invoice for any usage we consider unreasonable or excessive.

Duration of your stay  

All terms are either per week or per short break (start day as specified) for the accommodation as equipped and described.  The check in time is from 4pm.  We (the owners) will greet you on arrival and settle you into your accommodation.  Parking is at the rear of the property next to your accommodation.

The check-out time 10am, unless otherwise agreed.  You are obliged to leave everything in a clean & tidy condition & you are responsible for any damage done or loss sustained during your stay.  Late departure impacts on the next guests – please be mindful.

  

Hot Tubs (Studio/Woodside and whole site bookings) 

You and your party are reminded that you are responsible for your own safety whilst using the hot tub. All reasonable care must be taken, and all rules/conditions of hire must be obeyed (please see hot tub usage policy). Failure to observe these rules may result in the hot tub being closed immediately for safety reasons.

 

Every effort will be made to keep the hot-tub open at all times however, as it takes 24 hours to change and reheat the water there may be occasion when it has to be closed due to maintenance. This could be during your week stay if the water needs to be cleaned. Please note that in order to maintain the best levels of hygiene, your hot tub may have been refilled on the day of your arrival. If this is the case, it will not be fully warm for comfortable use until the late evening of your arrival.

 

We, the owners, cannot be held responsible for any faults that occur, due to unforeseen circumstances, prior to or during your stay which leave the Hot Tub inoperable. We will always try to ensure that the Hot Tub is in working order, however when a fault occurs some parts are not readily available and can take a number of days to arrive. 

Swimming Pool Use (Late May Bank Holiday to end September)

  • All children and non-swimmers must be supervised in the pool area at all times. 

  • Non swimmers should always wear appropriate swim aids (you supply). 

  • No lone swimming at any time.

  • Diving is not permitted.

  • The pool is a depth of 1.3m with no shallow end.

  • Our pool does not have a lifeguard and adults of every accommodation unit are responsible for the safety of everyone in their party. 

  • Remember pools can be dangerous if care is not taken and rules not followed.

  • When the pool is not open (October to May) the pool is covered at ground level and fenced off to prevent access.  Gates to the pool area can be padlocked upon request. 

 

PLEASE ADVISE us in advance if you have any serious medical conditions which may affect your ability to swim/use the hot tub or medical requirements when you complete your registration form.

 

A First Aid Box is provided, and Fire Regulations adhered to.  Hospital, dentist and local doctor details are available in all accommodation.

 

Smoking is only permitted outside the lodge area – under no circumstances should anyone smoke within the properties by law.

Injury or damage to guests or their belongings   

Poolside Lodges is not responsible for death or personal injury or for loss or damage to guests or their belonging, unless caused by our negligence or wilful default. 

 

Your vehicles, their accessories and contents are left entirely at your own risk.  We are not responsible for any loss or damage from or to any vehicle from any cause whatsoever.

Cancellations or change by the owner 

We do not expect to have to make any changes to your booking.  However, sometimes problems happen and bookings have to be changed or cancelled.  If we do, we will contact you (by phone if reasonably possible in the case of a significant change or cancellation – we will let you know minor changes by post/email) as soon as is reasonably possible.  We will explain what has happened and let you know about the cancellation or change.  We regret we cannot pay compensation or any reimbursement of any expenses or costs you may incur as a result of any such cancellation or change.

 

Force Majeure 

We cannot accept responsibility or pay compensation in “force majeure” circumstances.  Such as circumstances include the destruction or damage of your accommodation (which cannot be reasonably be remedied to a satisfactory standard before the start date of your arrival) through fire, flood, explosion, storm or other weather damage, and similar situations beyond our control.

We cannot be held responsible for noise or disturbance which comes from beyond the boundaries of the property or which is beyond our control.  We cannot be held responsible for the failure of public utilities such as water and electricity.

 

Personal Travel Insurance 

You are recommended to take personal travel insurance for your holiday to protect yourself.

 

Data Protection 

By making a booking, you agree that we may use your contact details to fulfil your booking.  We do not share your data with any third-party organisations.  Occasional marketing information will only be sent if you have agreed on your registration form.

 

Complaints or Concerns 

If you have a complaint, don’t wait until after your stay please raise with us as soon as possible, we will do our best to remedy the issue.

 

Number in your Party 

The total number in your party must not exceed the capacity of the accommodation as advised. You must notify the owners if you wish to invite extra guests on site at any time.

Linen & Towels   

Except for cots, bed linen is provided.  This will be sheets, duvets and additional blankets if required.  Towels will be provided for everyday use, but we ask that you bring additional towels for use with the pool/hot tub.  We provide washing up items.

 

Electricity/Heating  

There is no extra charge for electricity, provided that guests switch off heating and appliances when not in use.  These include heaters, shower heaters and towel rails. DO NOT place any items on the heaters to dry this could cause a fire, airing racks are provided.   Switch off lights when not in use, please think of the environment.

 

Unreasonable Behaviour 

We reserve the rights to terminate any booking after the keys have been handed over if the unreasonable behaviour of anyone in your party is likely to impair the enjoyment, comfort or health and safety of other guests or members of staff.  In these circumstances, no refund will be given.  Please be mindful of other guests using the site.

 

Damage to Accommodation/Damages/Breakages 

You are liable for any damage caused in the accommodation during your stay.  We reserve the right to inspect for any damage before departure and after.  You are responsible for the actual costs of any breakages or damage in or to the property – along with any extra costs that may result.  We reserve the right to ask for an extra payment from guests to cover related costs.  We may ask for a damage deposit for large group bookings, this will be confirmed on booking.

 

We have the right to enter the accommodation (without prior notice if this is not practical or possible) under special circumstances or emergencies arise (for example if alarms are sounding).  If workman require access to rectify an issue, we will liaise with you.

 

Pets 

We do not accept dogs/pets on site.  Under no circumstances should any pets be bought onto site without the prior agreement from the owners. 

 

Left Property 

We charge a £10 administration fee plus postage, to compensate for our time in retrieving and packing the item.  We reserve the right to charge more for heavier or valuable items.  We will dispose of unclaimed items left behind to charity shops after 2 weeks.

Adherence to these terms and conditions

ensures all guests enjoy their stay.

CONTACT US

Tel: 01603  720000

Poolside Lodges @ South Lodges, Salhouse Road,

Rackheath, Norwich, Norfolk NR13 6LD

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