Lakeland Retreats’ booking terms & conditions

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Please note: LAKELAND RETREATS acts as an agent taking holiday bookings on behalf of the Owners of the property. The contract is therefore made between you (the hirer) and the Owner of the property for which the booking is made using the Terms and Conditions set below.


After receipt of your deposit, you will be sent confirmation of your booking. From this point a contract is formed between you and the Owner of the property. When you receive your confirmation, please check all the information carefully and if anything is incorrect, please inform LAKELAND RETREATS immediately. You are then legally responsible for the balance due on the holiday. This balance will be due 8 weeks prior to the date of arrival.

LAKELAND RETREATS has the right to refuse any booking at any time. If LAKELAND RETREATS needs to do this, we will inform you in writing and promptly refund any money paid to it. In this case, neither LAKELAND RETREATS nor the Owner will have any legal responsibility to you.


The person booking the property must be over 18 years of age and can certify the booking conditions on behalf of the whole party. The property is available to only the stated number of persons in the description. The Owner has the right to terminate the booking if over occupied with no refund or compensation. You must allow LAKELAND RETREATS or the Owner access for any maintenance issues or emergencies during your stay. Guests are agreeing to not using the property for any commercial, illegal, or sub-letting activities.


Entry into the property will be from 4pm on the day the booking commences, and departure must be made before 10am to enable timely changeovers. If there are any issues with the property LAKELAND RETREATS must be notified immediately by phone or email. We expect you to leave the property in the same good order as you found it. We ask that all crockery, pots, pans etc are washed and with all food and refuse removed from the property.

We have an on-call phone for any issues for late arrivals up to 8pm, but if you are arriving after this time, LAKELAND RETREATS cannot accept any responsibility for any issues. If you are going to be arriving late (after 8pm) please speak to a member of staff at the time of booking.

After office hours the on-call number is to be used for maintenance emergencies only. We will always try and get hold of contractors if a situation arises.


A non-refundable deposit of 25% of the total cost of the holiday will be due on booking. We advise you to make sure that you have sufficient holiday insurance as this amount is non-refundable. Full payment of the total cost is due 8 weeks before the start of your holiday and you are legally responsible to make a timely balance payment.


Some properties require a security deposit and this is clearly stated on the website description. This amount is held to your card a week before your holiday. A member of our team will contact you before your holiday to preauthorise your card details. When booking any properties with a security deposit you are agreeing for your card to be pre-authorised with the sum advertised. LAKELAND RETREATS housekeepers or the property Owners will inspect the condition of the property after your departure and if for any reason we feel we need to hold any deposit you will be contacted in writing as soon as possible. Examples of deposits being held back could be to cover the cost of any damage to furniture, goods or extra cleaning needed. You will be emailed with a written report before the deduction of any monies. The pre-authorisation will be held for up to 7 days after your departure.


If any damages or breakages occur to the properties, either inside or outside, you must advise LAKELAND RETREATS immediately. You may be asked to reimburse once we have contacted the Owner of the property. The Owner of the property’s decision will be final on reimbursements.


If for any reason beyond the agents control the property booked becomes unavailable to let or has been deemed unsuitable for holiday letting on the date booked, all monies will be refunded in full. Where alternative accommodation cannot be offered you shall have no further claims on the Owner or LAKELAND RETREATS.


Lost property should be reported as soon as possible to LAKELAND RETREATS and will be kept at our office for 14 days only. A charge of £10 plus P&P can be paid by BACS transfer for the return of your property. LAKELAND RETREATS do not take responsibility for returning any items. Food and drink will not be kept.


All beds are made up as standard as per our website descriptions. If you wish to request for any bed alterations, you must email [email protected] two weeks before your stay with your booking number. We will not be able to change beds after arrival without email correspondence.


All our properties operate a non-smoking policy. Smoking outside the properties is allowed if smoke does not enter the property and all evidence is cleared up before vacating.


If you wish to make a complaint, you must do so immediately to LAKELAND RETREATS. We require complaints in writing and no action can, or will, be taken if you choose to contact us after your holiday has ended as this denies us the opportunity of rectifying issues for you during your stay.


Cots and highchairs are available either in the property or can be collected from our office in Ambleside. Please note cots are provided without linen or mattresses. Both items must be erected and checked by the guest before use. If there are any concerns with either you must phone or email LAKELAND RETREATS immediately.


Pets are allowed at properties (if clearly stated on our website) on the condition that they are not allowed upstairs or on any furniture. It is up to you to ensure no evidence of your pet is left in the property or in the garden. Failure to do this will incur extra charges. Properties that advertise an enclosed garden may not be escape proof for your pet. No pet must be left alone in the property or garden at any time. If you bring a pet to a non-pet property, you may be asked to leave without refund or compensation.


Electricity/gas/oil/water are included in the cost of the holiday and are organised by the property Owner. Fuel is not always left for open fires or wood fires, but you can contact the office to arrange a delivery before your arrival at an extra charge. Wi-Fi will be available at most properties if stated but we cannot guarantee service due to the location and third-party agreements. Any appliance stated in the description should be working. If this is not the case we shall endeavor to fix it but no compensation will be given.


Whilst every effort goes into the details on our website, if there is any aspect of the property that you are unsure about please contact the office for clarification. If any changes are made to the property Lakeland Retreats will endeavor to contact you as soon as we become aware. Exteriors, furniture, and fittings may differ from the photographs on the website. LAKELAND RETREATS or the owner cannot be held responsible or liable for any inaccuracy.


No liability is accepted for any loss, damage, sickness or injury howsoever caused which may be sustained during the holiday to you, a member of the party or any invited person, or any car and its contents, or any possession of you or persons defined as above.


While LAKELAND RETREATS will where possible minimise the cost of your cancellation, we strongly recommend that you take out adequate holiday insurance including cancellation.

a. If we can re let the property you will be due back all monies paid less your non-refundable deposit.

b. If your holiday is longer than 8 weeks away, you will lose your non-refundable deposit.

c. If you have to cancel within 8 weeks, the cost of your holiday will not be refunded, except where the booking is moved to a different date (see CHANGING A BOOKING), or we are able to re-let the property, less your non-refundable security deposit.


If you need to change any details of a booking you should contact LAKELAND RETREATS to make a request. LAKELAND RETREATS cannot guarantee that the request will be granted. We expect 8 weeks’ notice and the Owners decision is final.

The request needs to be in writing and there will be an administration cost of £40.00 payable to LAKELAND RETREATS. If the new dates are more expensive than those already paid, the extra will be added and no refunds will be given if you are changing dates to a lower value holiday. We cannot move between properties on any occasion.


Neither the Owner nor LAKELAND RETREATS can accept responsibility or pay any compensation where events are beyond our control with unforeseen circumstances such as natural disaster, force majeure, fire, flood, weather damage or adverse weather conditions, natural or nuclear disaster, war or threat of war, actual or threatened terrorist activity and/or similar situations. In any or all these instances we would direct you to your holiday insurance.


We all know our cottages personally and are always on hand to provide you with as much information as possible to ensure the property you book meets your needs. Our descriptions are regularly reviewed to ensure they accurately describe the accommodation but if you require more detailed information such as the number of stairs or size of the shower cubicle, please ask for a copy of the property’s Access Statement and we’ll happily send it over to you before you make your booking.

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