Booking Terms and Conditions

Thank you for choosing to book a stay at Ravendere Retreats. On paying your deposit, these terms and conditions will form a contract between us. We therefore ask that you read them fully prior to making a booking. 

  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 change 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. Covid-19 Policy

6.1 We understand that the effects of Covid-19 may continue to impact for some time. We would like to offer the assurance that if we are forced to close due to Covid-19 and cannot honour your booking, we will offer to rearrange your stay or refund you in full.

6.2 Should we be open and welcoming guests, but localised travel restrictions prevent you from travelling to us, we will offer to rearrange your stay.

6.3 If you are unable to travel due to any personal illness such as Covid-19, our cancellation policy will apply. 

6.4 If, during your stay, you begin to show any symptoms of Covid-19, we ask that you inform us straight away.

6.5 In the event you return home prior to your departure date due to illness, no refund will be payable for the proportion of your affected stay.

6.6 In the event you are unable to safely return home by your departure date due to illness, you will be liable to cover the cost of your extended stay.

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

  1. Cancellation Policy

7.1 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.

7.2 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. 

7.3 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.

7.4 If you notify us that you need to cancel you booking, we will do our utmost to rebook the cancelled dates. Should your cancelled dates be rebooked we will override 7.3b and 7.3c and refund your booking fee, minus a £25 admin charge. 

7.5 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 credit your account. 

7.6 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.

7.7 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.

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

  1. Gift Vouchers

8.1 Gift vouchers are available to purchase from £250, to be redeemed against a minimum stay of 2 nights at the Treehouse or the Woodland Spa.

8.2 Gift vouchers will be posted via Royal Mail Signed For™ 1st Class once full payment has been received.

8.3 Gift vouchers must be redeemed within 18 months of the date of purchase.

8.4 To redeem a gift voucher, the recipient should contact us at stay@ravendere.co.uk and provide their full name, address, contact number and unique gift voucher code.

8.5 For clarification, 'weeknights' are Sunday to Thursday nights and 'weekends' are Friday and Saturday nights.

8.6 If the total booking cost is greater than the value of the gift voucher, payment of the balance will be required no later than 8 weeks before arrival.

8.7 Should our pricing increase, the prevailing nightly rate at the time of gift voucher purchase will be honoured when calculating any balance payment due. 

8.8 Once the booking has been confirmed, any request to amend or cancel the booking will be subject to our Booking Terms and Conditions. 

8.9 Gift vouchers are to be redeemed against a stay of an equal or greater value and must be redeemed in full on booking. No balance is payable or transferable, and no credit balance is refundable.

8.10 Gift vouchers cannot be refunded or exchanged for cash, or used to purchase another gift voucher.

8.11 Our Booking Terms and Conditions apply to all bookings, and we require confirmation from the guest prior to booking that they have read and agree to these.

  1. Arrival and Departure Times

9.1 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.

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

  1. Exquisite Extras

10.1 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

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

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

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

  1. Damages

12.1 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

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

13.2 The maximum number of dogs allowed at the Treehouse is two, of a small to medium sized breed. Dogs must be trained and well behaved. 

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

13.4 Dogs are not, at any time, to be left alone in the Treehouse.

13.5 Dogs are not allowed upstairs to the Treehouse bedroom. We provide white Egyptian cotton bed linen, which is easily stained by paws prints and can become unusable if stained (or hairy). We provide a standing stair gate to help you enforce this rule.

13.6 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 or replacement linen required.

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

13.8 Please bring dog towels with you to wipe muddy paws after walks and before entering the Treehouse.

13.9 Please use your judgement before allowing dogs onto the Treehouse deck. If your dog has a tendency to jump or is very small (i.e. could fit through the natural wood balustrades) then the decking may not be suitable for them.

13.10 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.

13.11 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.

13.12 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.

13.13 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.

13.14 Dog owners are responsible for picking up their dog foul at Ravendere Retreats. A dog bin is provided in the Treehouse garden area for safe disposal.

  1. Smoking

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

14.2 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.

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

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

  1. Candles

15.1 Due to the high fire risk, the use of candles or tea lights is not permitted anywhere in your accommodation, on the surrounding decked areas or in the Ravendere Retreats woodland. 

  1. Camp Fires

16.1 A woodland fire pit area has been designed for guest use and is the only location where camp fires are permitted. Guests are not permitted to make camp fires anywhere else on the Ravendere Retreats site.

  1. Woodland Fire Pit Area

17.1 A purpose-built fire pit and seating area is provided for guest use in the woodland. The following rules are on display at the site and must be adhered to.

17.2 The fire pit must only be used in calm weather and a fire must not be lit in windy conditions.

17.3 The site has been designed with fire safety in mind and the fire pit and chairs positioned accordingly. Please do not move the fire pit or chairs.

17.4 We provide firewood, kindling, firelighters to be used in the fire pit. Please keep camp fires to the designated fire pit area and do not light fires anywhere else in the woodland.

17.5 Only the firewood and kindling provided in the log store are to be used in the fire pit, please do not use branches or twigs from the surrounding woodland.

17.6 Please only use the cushions and blankets in dry weather and return to storage before leaving the site.

17.7 All rubbish must be taken back to accommodation and disposed of in the waste / recycling bins accordingly.

17.8 Please note, the fire pit area is for the enjoyment of guests staying at both retreats. We therefore cannot guarantee its availability.  

17.9 Use of the fire pit is dangerous, and is at the users own risk. We provide a first aid kit for burns, and must be notified of any injuries or accidents.

17.10 A water fire extinguisher is provided for use in emergencies only.

  1. Utilities

18.1 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.

18.2 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. Safety

19.1 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.

19.2 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.

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

19.4 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

20.1 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.

20.2 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.

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

  1. Personal Property

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

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

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

  1. Items Left Behind

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

22.2 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

23.1 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.

23.2 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.

23.3 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.

23.4 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

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

24.2 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

25.1 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.).

25.2 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.

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

  1. Restrictions on Rental

26.1 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.

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

26.3 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)

27.1 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.

27.2 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.

27.3 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.

27.4 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

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