Terms & Conditions
Before you book your fabulous self-catering break in one of our luxury Lodges, take a look at our Ts and Cs below.
Stoke by Nayland Country Lodge Reservations Terms and Conditions
These Terms and Conditions (from now on called “these Terms”) govern the relationship between: you and all members of your party and your invitees - for all of whom you accept responsibility - (from now on called “you”); and The Stoke by Nayland Club Limited trading as Stoke by Nayland Hotel, Golf & Spa (from now on called “the Company”)
- regarding your stay in the Stoke by Nayland Country Lodges, an adjunct of the Stoke by Nayland Hotel, Golf & Spa complex.
The Country Lodge or Lodges you hire, the other Lodges, the Communal Buildings and facilities at the Country Lodges complex, and the premises of the Stoke by Nayland Hotel, Golf & Spa are together and separately from now on called “your Lodge”, “the Lodge” or “the Property” as the situation requires.
1. Rates and Charges
All rates listed are per Lodge unless otherwise stated. Rates are based on the maximum occupancy of the accommodation and are subject to availability.
A 25% non-refundable deposit must be paid at the time of reservation. This deposit is based on the Lodge rate and does not include any additional services you may wish to reserve.
Full payment must be received 8 weeks prior to your stay. For reservations made less than 8 weeks before the start of your stay, all accommodation charges must be paid at the time of reservation.
Cancellation of any reservation will incur the following charges: Up to 8 weeks prior to scheduled arrival: 25% of full balance forfeited Up to 6 weeks prior to scheduled arrival: 50% of full balance forfeited Up to 4 weeks prior to scheduled arrival: 80% of full balance forfeited Within 1 week of scheduled arrival: 100% of full balance forfeited
A security deposit of £200 is required for all reservations, to cover any loss or damage which may be incurred during your stay. We take this deposit at the time of full payment, and provided no retention is justified, it will be refunded within 48 hours of check-out or as soon thereafter as banking permits.
2. Included in your stay
All rates are based on self-catering accommodation and therefore do not include any meals or drinks during your stay.
The following will be included in your rate: All bed linen and towels for the maximum number of guests permitted in your Lodge; A small supply of cleaning items i.e. dishwasher tablets, washing up liquid, tea towels, dish cloths; A „welcome!‟ hamper on stays of 3 nights or more; Complimentary use of Peake Fitness poolside facilities and Technogym
gymnasium. (Please note that additional charges will apply for equipment hire and Spa treatments.); Your Lodge will be fully serviced for your arrival. For stays over 3 nights there will be additional cleaning service days when your Lodge is refreshed. You will be informed of these times upon check in; Complimentary Wi-Fi in all Lodges.
3. General Conditions
a. You are responsible for ensuring that you do not exceed the occupancy limit of your Lodge. This limit may vary depending on the size of your Lodge and available beds. Exceeding this limit would be a breach of these Terms as well as fire, health and safety regulations. Anyone found exceeding the limit may be requested to vacate the Lodge and forfeit their deposit.
b. Persons making a reservation must be over the age of 21.
c. You are expected to use the Lodges with care and will be liable for any loss or damage to a Lodge or contents regardless of whether this damage is the result of your own negligence or conduct, or that of other guests for whom you are responsible.
d. You will be expected to pay for any breakage, damage or additional cleaning. Smoking in any part of the Lodge buildings is strictly prohibited, and any party found to have broken this rule will incur a deep-cleaning and lost revenue charge of £200.
e. The Company reserves the right to carry out inventory and other checks at any time prior to your departure.
f. The Company reserves the right to seek compensation for any damage discovered after your departure.
g. All reservations are subject to availability and we reserve the right to reallocate accommodation as necessary.
h. No Lodge may be used for any illegal or immoral purpose or for any trade or business.
i. No flammable or explosive material may be stored or placed in or near any Lodge.
h. Only the fitted curtains or blinds in each Lodge may be used to cover or obstruct the windows of the Lodge.
j. Entertainment devices, musical instruments and similar equipment must be used in a way as not to cause any annoyance or disturbance to any other member or occupant. In particular, the volume of all equipment must be inaudible outside any Lodge between 10:00pm and 9:00am.
k. Cars may be parked only in designated parking areas for the appropriate Lodge.
l. No animals are permitted in the Lodge, with the exception of guide dogs.
m. You agree to keep the Lodge clean and tidy and to leave the Lodge in a similar condition as you found it upon your arrival. You may not assign or
sublet the Lodge or allow anyone not authorised by the Company to occupy it.
n. You must allow the Company and any representative of the Company (including workmen) access to the Lodge at any reasonable time during your occupation of the Lodge (except in cases of emergency or where a problem needs remedying quickly and you cannot be contacted in time - in these situations the Company is entitled to enter the Lodge at any time without giving you prior notice.
4. Force majeure
Except where otherwise expressly stated in these Terms, the Company accepts no liability for any changes, cancellations, effect on your holiday, loss or damage suffered by you or for any failure by the Company to perform or properly or promptly perform any of their respective obligations to you which is due to any event(s) or circumstance(s) beyond the reasonable control of the Company: for instance, because of fire, flood, exceptional weather conditions, epidemic, destruction or damage of the property by any cause (other than negligence of the Company) and all similar situations. In appropriate cases (for example where your reservation has to be cancelled by the Company due to force majeure) the Company will, however, refund to you all monies paid to the Company by you for your reservation. No compensation, expenses, costs or other sums of any description (including without limitation the cost of securing alternative accommodation) will be payable in such circumstances by the Company to you.
The Company accepts no liability for any death or personal injury unless resulting from negligence of the Company or its employees (providing they were at the time acting in the course of their employment).You must take all necessary steps to safeguard your personal property. No liability is accepted by the Company for damage to, or loss of, any personal property except where such damage or loss is caused by the negligence of the Company or its employees (providing they were at the time acting in the course of their employment). Except where loss of and/or damage to luggage or personal possessions is concerned, in all other claims which do not involve death or personal injury, if the Company is found liable to you on any basis, the maximum amount the Company will have to pay you is twice the accommodation charge (excluding insurance premiums and amendment charges) paid by or on behalf of the person(s) affected in total. This maximum amount will be payable only where you have not received any benefit at all from your holiday. Additionally, the Company cannot accept liability for any business losses. Nothing in this Section or elsewhere in these Terms excludes or limits any liability the Company may have to you (a) for any fraudulent act or omission or (b) under Part 1 of the Consumer Protection Act 1987 (or any substitution or amendment thereof) provided always that nothing in this Section confers any right or remedy to which you would not otherwise be entitled by law. Please also refer to Section 4 (Force majeure) above.
We may provide a link on our website to a specialist holiday and travel insurance company. There are of course, many companies providing holiday and travel insurance but whichever one you choose you should carefully read the policy wording. Most of the policies available in the market today provide for refunds in the event of cancellation or curtailment but there may well be circumstances where cover does not apply - thus the need to understand the policy terms. They might not cover the charges for cancellation made by the Company. If you live outside the UK and have reserved your stay through a local agent the cost paid to your local agent by the Company might not be refundable.
You can arrive for your stay at any time after 4:00pm (unless advised otherwise, for example on your confirmation) on the start date of your reservation and you must leave by 10:00am on the last day. If you fail to arrive by 12 noon on the day after the start date of your reservation and you do not advise the Company, your reservation may be treated as having been cancelled by you. No refund of any monies paid by you will be made in this situation.
For the purposes of the Data Protection Act 1998, the Company is the sole data controller of all personal data provided to it by customers and prospective customers. In order to process your reservation the Company needs to collect certain personal details from you, for example names and addresses of party members, credit/debit card or other payment details, special requirements such as those relating to any disability or medical condition which may affect your arrangements and any dietary restrictions which may disclose your faith. If the Company needs any other personal details, it will ask you before obtaining them from you. The Company also needs to process and store your personal details for their own administration, market analyses and operational reviews. The Company would also like to store and use your personal details for future marketing purposes (for example, sending you brochures, emails or details of promotions and offers which the Company feels may be of interest to you). All details you give to the Company at any time will be kept, but only names, contact details and any reservation preferences will be used for marketing purposes unless you are informed otherwise when you provide the information. There is a tick-box to indicate your willingness to receive such marketing material.
Except where expressly permitted by the Data Protection Act 1998, the Company will only deal with the personal details you give to it as set out above unless you agree otherwise. You are entitled to ask the Company (by letter, fax or e-mail) if and how it is processing your personal details. The Company is entitled to charge a fee for responding to such a request. The Company promises to respond to your request within 40 days of receipt and payment of the appropriate fee (if required by the Company). In certain limited circumstances the Company is entitled to refuse your request. The Company may also record or monitor telephone calls to and from the Company without notification for staff or training purposes.
This contract is governed by English law and no other. It is agreed that any dispute you may have with Company will be dealt with by the Courts of England and Wales.