It is your responsibility to pay the balance 8 weeks before your stay, if you fail to do this we may cancel your booking. We will always try to contact you before doing this but this is not always possible due to change of contact details etc. We do not accept responsibility for cancelled bookings due to none payment on time. We ask all guests to contact us around 1 week before their stay to arrange key collection etc.
Please aim to check-in between 4pm and 6pm as we may not be available to welcome you otherwise, if you intend to arrive later this is not a problem but please let us know.
Departure is 10am prompt to allow cleaning.
We do not accept changeover of guests, if you intend to have anyone staying or using the facilities they must be on the booking form and paid for. We have priced your stay as per the booking from and we must be strict for legal and insurance purposes. You may add extra guests for a small fee, we reserve the right to turn away extra guests unless agreed in advance. We do not allow guests to depart and be replaced by different guests during your stay.
Security and Damage
On arrival we require a valid credit/debit card with available credit as a security/damage deposit. We will take a pre-authorisation payment of £100 to £400 per cottage from this card, depending on the cottage, which will be returned to your card shortly after departure, unless there is damage, however caused, or outstanding amounts such as Wi Fi or failing to leave on time (10am), extra guests, etc etc. Any damage or underpayment will be charged to the card, we would always notify you before we do this. By coming here and when returning a booking form you accept and agree to these terms.
We accept pets at a cost of £30 per pet.
This is payable in advance and is to cover the extra cleaning and extra work we have found this creates. Pets are strictly not allowed on the furniture, upstairs and cannot be off lead within the area of the cottages. As have many children staying here, guests must have a bag in hand to pick up after their pets if within the cottage area. We need to be very strict on this due to toxocara and other diseases passed on to children through dog faeces. We are set in 60 acres and have no problems with pets being off lead outside the area of the cottages so long as they are not a threat the sheep etc. This is a great place for pets but we need simple respect and courtesy to other guests and our beautiful cottages. Dogs are strictly not allowed to be locked in the cottages while the guests are out, unless in a suitable box/cage. All cottages have white paintwork and we do charge if we have to repaint.
Included for Durham, Brancepeth, Heartwell and Raby cottages: Please note the price includes one fill and one heat, we can add chemicals to keep the water clear but it’s highly recommend to shower before using it, we cannot change the water during your stay if you contaminate it due to the time it takes to heat and the costs involved. Due to respect to other guests they may not be used after 11pm. They are for over 16’s only and may not be suitable for some guests due to medical conditions (if in doubt please seek independent advice and always read the info sheet your the cottage) There is also a indoor hot tub in the pool area.
We advertise as a quiet family retreat and our other family guests will be expecting this. Whilst we do take parties of non family groups and have had many in the past without problems, we must try to keep everyone happy. This is a very beautiful place with bbq’s and picnic tables etc, as well as the pool, sauna, hot tub and snooker room. We expect all guests to be considerate to the other guests as well as us, so always advise these parties, with no children, before they come, that;
If its peace, tranquility, beautiful countryside, and a relaxing get together time, this place is for you. If it is for a wild, up all night party, drinking heavily, with loud music, it is not for you and you should not book. We live on site and reserve the right to terminate any stay, without refund, if guests are spoiling someone else’s holiday or disrespecting our beautiful property, I am sure you understand. We also may need an extra security deposit from non family groups, if unsure please ask. We do not accept young all male parties.
We accept no liability for any loss however caused during the stay. Please have suitable holiday insurance.
We suggest you take out holiday insurance to cover any loss of rental fees if you cancel or damages. We will only refund as follows ;
Up to eight weeks before your holiday, loss of deposit.
Within eight weeks of your holiday, we will refund you fully for only what we can re-sell your period for, less the deposit. If you cancel very late this may be nil. In July and August we are very likely to be able to re-sell at full price. We can not offer refunds or changes at all to voucher or low budget breaks of less than £200. If you fail to advise us or cancel your contract any amount outstanding will be deemed payable and recoverable by us.
We reserve the right to terminate any holiday, without refund if the cottage is being damaged, used recklessly, dangerously or you are upsetting other guests. By booking to stay here you are agreeing to these terms and conditions. We will always endeavor to keep our road open in the winter but cannot be held responsible for extreme weather or other issues beyond our control such as power failure etc.
We do have cctv (outside areas only) which records 24/7, we do not view this footage but can “wind it back” if there is a problem or damage. We reserve the right to use this, if necessary.
Problems or complaints
In the unlikely event of there being a problem or issue please contact us immediately so we can do our best to resolve or help, please do not leave and then complain.
You are not booked until you have written confirmation.
We reserve the right to refuse bookings.