Booking Terms and Conditions

  1. Making a Booking

1.1 You must be 18 years of age or over to book accommodation and stay at Ravendere Retreats.

1.2 The maximum number of guests per each accommodation is two adults.

1.3 Full payment or a deposit of 25% is payable via credit/debit card at the time of booking.

1.4 If a deposit is paid the balance payment is due 8 weeks prior to your arrival date. We will notify you by email when this becomes due.

1.5 Bookings made within 8 weeks of the arrival date are payable in full at the time of booking.

1.6 If full payment has not been received within 8 weeks of your arrival date, Ravendere Retreats reserves the right to cancel your booking and your deposit will not be refunded.

1.7 It is strongly recommended that you are protected by holiday / travel insurance prior to making your booking.

  1. Booking Confirmation

2.1 When you submit a booking via our online booking system you will receive an automatic booking summary via email, and a separate email confirming your card payment.

2.2 If you have paid a deposit we will be in touch when the balance payment is due, with a link to make the balance payment. If you would prefer to make the balance payment sooner than the due date, please let us know and we will arrange this accordingly.

2.3 All emails will be sent to the address provided by you on the booking form. When you receive each email please check all details carefully and contact Ravendere Retreats immediately if you find any discrepancies.

2.4 All bookings are provisional until payment has been received in full.

  1. Booking Amendments

3.1 After you have placed your booking a grace period of 7 days applies (or 48 hours if your arrival date is within 4 weeks) to ensure you have thoroughly read and understood these Terms and Conditions. During this period you may amend or cancel your booking and receive a full refund if required.

3.2 After the grace period has expired, any requests to rearrange your booking or transfer your booking to alternative accommodation at Ravendere Retreats will be at our discretion.

3.3 We regret that any request to amend booking dates or accommodation within 12 weeks of your arrival date will not be permitted under any circumstances. If you are no longer able to stay this will be classed as a cancellation and our cancellation policy will apply.

  1. Payment Methods

4.1 Payment must be made by debit or credit card via our automated online booking system. You will not be charged any credit or debit card surcharges.

  1. Pricing and Taxes

5.1 We reserve the right to modify our prices for accommodation and Exquisite Extras at any time.

5.2 Once you have made a booking or placed an order the price stated on your confirmation email is binding.

5.3 All pricing is inclusive of VAT with effect from 15th February 2021.

5.4 Our VAT Number is 371 2588 87.

  1. Gift Vouchers

6.1 You may purchase a gift voucher for either a value (minimum £100) or a stay (2 - 14 nights) at Ravendere Retreats.

6.2 When gifting a value, vouchers are available in multiples of £100.

6.3 When gifting a stay you can either purchase a gift voucher for specific dates, or specify midweek or weekend nights for the recipient to book.

6.4 Gift vouchers must be redeemed in full on a single booking. No balance is payable or transferable, and no credit balance is refundable.

6.5 Gift vouchers are valid for 18 months from the date of purchase and must be redeemed before expiry.

6.6 Where possible we aim to email or dispatch gift vouchers within 24 hours of receipt of payment.

6.7 Posted gift vouchers will be sent via Royal Mail Signed For™ 1st Class.

6.8 The gift voucher cannot be refunded, used to purchase another gift voucher or exchanged for cash.

6.9 All bookings made using a gift voucher are subject to our full Booking Terms & Conditions.

  1. Arrival and Departure Times

7.1 Your accommodation will be ready for you by 14:00 on the day of arrival, and must be vacated by 10:00 on day of departure, unless otherwise agreed.

7.2 Any arrivals after 20:00 must be notified in advance.

  1. Exquisite Extras

8.1 Please note, some of our Exquisite Extras are provided by third party suppliers. If for any reason they are unable to fulfil your order then our liability is limited to a refund of the cost of the item(s) that could not be provided.

  1. Accommodation Care

9.1 You agree to keep your accommodation clean and tidy and leave it in such condition at the point of departure.

9.2 Any damages must be reported to Ravendere Retreats prior to your departure.

9.3 Accommodation left in an excessively dirty or inappropriate state may be subject to an additional cleaning surcharge.

  1. Damages

10.1 Ravendere Retreats maintains a comprehensive inventory of all of the contents of each accommodation, both practical and decorative. Guests will be required to pay for any damage to such items and will be charged for any item that is removed or lost.

  1. Pets

11.1 Dogs are the only pets allowed at Ravendere Retreats. No other kinds of pets are permitted. 

11.2 The maximum number of dogs allowed in each accommodation at Ravendere Retreats is two, and they must be trained and well behaved. 

11.3  You must specify if you wish to bring dog/s with you at the point of booking.

11.4 Dogs are strictly not allowed on the bed, furniture or soft furnishings at Ravendere Retreats. If excessive pet hair or other evidence is found that suggests this rule has been breached, Ravendere Retreats reserves the right to charge for any additional cleaning required.

11.5 Dogs must not be left in your accommodation unattended. 

11.6 Please bring sufficient dog bedding, food and water bowls with you.

11.7 Please bring dog towels with you to wipe muddy paws after walks and before entering your accommodation. 

11.8 Dogs must be kept on leads at all times whilst at Ravendere Retreats. Wild deer and other animals inhabit the woodland and there are farmers fields at the top of the valley with livestock that would be spooked should an inquisitive dog stray. Farmers have a right to protect their livestock and Ravendere Retreats cannot be held responsible for any actions taken in order to do so.

11.9 Any harm caused by a guest’s dog to a person, another dog, stock animal or wild animal is the responsibility of the dog’s owner. It is the dog owners' responsibility to keep their dog/s under control at all times whilst at Ravendere Retreats.

11.10 Guests may be required to vacate their retreat if, after being warned that their dog is causing a nuisance, they continue to fail to control it. In such circumstance, no refund will be payable to the guest/s for the unexpired part of their stay.

11.11 Dogs must be up to date with their flea, worming and parasite (including tick) treatments, and vaccinations (including kennel cough) before coming to stay at Ravendere Retreats.

11.12 Dog owners are responsible for picking up their dog foul at Ravendere Retreats.

  1. Smoking

12.1 Smoking is not permitted inside your accommodation or outside on any wooden decked areas.

12.2 Smoking is permitted outside of the building off decked areas whilst on the Ravendere Retreats site but please extinguish cigarette butts fully and dispose of them responsibly.

12.3 If it is evident that guests have been smoking within the accommodation, Ravendere Retreats reserves the right to charge for any fumigation required.

12.4 Care must be taken when smoking and disposing of cigarette butts especially in the warmer months as foliage can be flammable.

  1. Candles

13.1 Due to the high fire risk, the use of candles or tea lights is not permitted in your accommodation or anywhere on the Ravendere Retreats site.

  1. Camp Fires

14.1 Guests are not permitted to make camp fires anywhere on the Ravendere Retreats site.

  1. Utilities

15.1 Should there be a failure in a utility or service (such as water, heating, electricity, WiFi, sewerage) please notify Ravendere Retreats immediately and we will aim to restore the service/utility as quickly as possible.

15.2 Should any failure of service/utility provided by Ravendere Retreats extend beyond a 12 hour period from notification, compensation will be proportionate to the loss of enjoyment suffered, unless the reason for the failure in a utility or service is beyond Ravendere Retreats control.

  1. Cancellation Policy

16.1 After you have placed your booking a grace period of 7 days applies (or 48 hours if your arrival date is within 4 weeks) to ensure you have thoroughly read and understood these Terms and Conditions. During this period you may amend or cancel your booking and receive a full refund if required.

16.2 In the event you need to cancel your booking for any reason after the grace period, the following shall apply:

a) Bookings cancelled 12 weeks or more prior to arrival date will receive a full refund;
b) Bookings cancelled 8 weeks or more prior to arrival date forfeit 25% of the full booking price;
c) Bookings cancelled with less than 8 weeks prior to arrival date receive no refund.

16.3 Ravendere Retreats must be notified in writing should you need to cancel your booking. We can only accept cancellation requests from the email account provided on the booking form. 

16.4 Any refund authorised will be refunded back to the card used for payment, and may take up to 10 days to show on your bank statement. If more than one payment has been made, each payment will be refunded separately. Please note, although multiple refunds will be processed at the same time there may be a delay before they all credit your account. 

16.5 If you pay a deposit but full payment has not been received within 8 weeks of your arrival date, Ravendere Retreats reserves the right to cancel your booking and your deposit will not be refunded.

16.6 Ravendere Retreats reserves the right to cancel bookings at any time if guests are found to be disruptive, rude, obstructive, abusive and/or break the terms of their bookings contract. In such circumstances, guests will be required to vacate the accommodation immediately and no refund will be payable to the guest/s for the unexpired part of their stay.

16.7 It is strongly recommended that you are protected by holiday/travel insurance to cover the above costs.

  1. Safety

17.1 Ravendere Retreats provides valley woodland holidays in a genuine rural environment. This environment presents inherent risks, and these form part of the experience you are buying into when you stay at Ravendere Retreats.

17.2 Ravendere Retreats is situated in an ancient woodland in an area of outstanding natural beauty. The landscaping at Ravendere Retreats has been left deliberately wild to protect the habitats of the plants and wildlife. The pond and stream at Ravendere Retreats have not been fenced for this reason, and are for the visual enjoyment of guests only.

17.3 The pond and stream are not for paddling, swimming or fishing and Ravendere Retreats prohibits anyone from entering the water at any time.

17.4 You are reminded of the higher degree of risk the rural valley woodland environment presents and you should take appropriate and reasonable care for your safety and the safety of others at all times. This includes wearing suitable clothing and footwear for the terrain and weather conditions. You are responsible for your own safety.

  1. Environmental Considerations

18.1 Ravendere Retreats is situated in an area of outstanding natural beauty and accommodation has been carefully and considerately designed to provide maximum comfort to guests whilst respecting the surrounding wild environment. We politely ask that you close the blinds as dusk falls and internal lights are switched on, to minimise the impact of lighting on wildlife.

18.2 Please be mindful that Ravendere Retreats is located in a village with neighbouring properties nearby. We ask that you keep noise levels to a minimum (including the use of music) when on the premises and likewise when you are entering and leaving your accommodation.

18.3 We have provided recycling bins for your waste and ask that you separate waste into these bins accordingly.

  1. Personal Property

19.1 Ravendere Retreats will not be held responsible for any loss or damage to any property on the Ravendere Retreats premises.

19.2 Vehicles, accessories and contents are left at the owner’s risk.

19.3 It is recommended that your holiday insurance covers loss or damage to personal effects.

  1. Items Left Behind

20.1 If the item left behind can be posted we will arrange its return to you, subject to you covering the postage and packing costs.

20.2 If an item left behind cannot be posted then we will keep the item for 14 days to enable you to arrange collection.

  1. Access and Parking

21.1 Ravendere Retreats has a fairly steep access track from the main road to the parking area. Please drive slowly and carefully on the track and be considerate of neighbouring properties on your arrival and departure from the premises. Be mindful that people and wild animals also use the track.

21.2 In adverse weather conditions involving excessive snow or ice, it may not be possible to get your vehicle up to the parking area. In such circumstances Ravendere Retreats will suggest alternative parking arrangements.

21.3 Each retreat has sufficient parking for one vehicle only. In the event you need to bring more than one vehicle you must notify Ravendere Retreats in advance who will advise where to park the additional vehicle/s.

21.4 Please note that the Treehouse is situated at the top of the valley and is approximately a 5 minute walk from the parking area. The route to the Treehouse is relatively steep and comprises a track and a winding woodland staircase.

  1. Availability

22.1 Each booking is made in good faith with the belief that your accommodation will be available to you on the date stated.

22.2 If for any reason due to circumstances out of Ravendere Retreats' control your accommodation is not available, we will refund your deposit and balance payment in full. You will have no further claim against Ravendere Retreats.

  1. Adverse Travel Conditions and Inclement Weather

23.1 Ravendere Retreats holds no responsibility for guests unable to attend their retreat due to extreme weather or traffic conditions (i.e. snow, flooding, wind, road congestion etc.).

23.2 If a guest is unable to reach Ravendere Retreats due to poor weather conditions or travel issues, they will lose their full payment and an alternative stay will not be offered.

23.3 Please ensure you have full travel insurance to cover such an instance.

  1. Restrictions on Rental

24.1 Ravendere Retreats reserve the right to remove any person or persons from the accommodation due to unreasonable behaviour, or any behaviour that adversely impairs the enjoyment of other guests (including excessive noise), damage to the property or exceeding the stated occupancy. In such circumstances, guests will be required to vacate their accommodation immediately and no refund will be payable to the guest/s for the unexpired part of their stay.

24.2 It is a condition of booking that accommodation may only be occupied by the person named in the booking and/or their companion.

24.3 Ravendere Retreats accommodation may not be sub-let to a third party. If this is found to be the case, the third party will have no legal right of occupancy and will be required to vacate the accommodation immediately.

  1. Force Majeure (Extraordinary Circumstances)

25.1 In these terms and conditions "Force Majeure" means any circumstances beyond our reasonable control, which we could not, even with all due care, foresee or avoid. Such events may include war or threat of war, riot, civil strife, actual or threatened terrorist activity, industrial dispute, natural or nuclear disaster, epidemic or pandemic, adverse weather conditions, fire, flood and all similar events outside our control.

25.2 If the property is not available for letting as a result of Force Majeure at the commencement of the time booked by you, in such cases booking amendments or refunds will be at the discretion of Ravendere Retreats.

25.3 In the event that the property becomes unsuitable for letting as a result of Force Majeure during your stay you will be required to vacate the property immediately. Booking amendments or partial refunds for the proportion of your affected stay will be at the discretion of Ravendere Retreats.

25.4 Ravendere Retreats will not be liable for any other claim for loss or damage by you. It is strongly recommended that you are protected by holiday / travel insurance prior to making your booking.

  1. Review of Booking Terms and Conditions

26.1 Ravendere Retreats reserves the right to change or amend these Booking Terms and Conditions at any time.