If you change or cancel your Lodge accommodation booking

a) Changes
If you want to change any detail of your confirmed booking, we will do our best to make the changes. However, we must receive your notice in writing by post or email. We may agree to accept notice over the telephone, but this should be arranged with us first. Also, we cannot guarantee that we will be able to meet your request. You may be asked to pay us an administration charge of £31 for each change.

b) Full cancellations
If you have to, or want to, cancel your booking after it has been confirmed, you must phone us on the number shown on your booking confirmation as soon as possible. The day we receive your notice by phone to cancel is the date on which we will cancel your booking. Depending on your reason for cancellation, you may receive a refund of all money you have paid to us for your booking. We will also charge a cancellation administration fee of £53 for each week or part of a week per booking.

The conditions for getting a refund referred to above only apply if the cancellation applies to all members of your party. All prices are for the whole property and not on a per person basis.

To qualify for a refund you must have one of the following reasons and you may be asked to send evidence:

  • Illness or pregnancy (we will need to see medical evidence that you or a member of the party is unfit to travel). We will not cover pregnancy if the relevant person was pregnant before the booking was made. And we will not make a refund if the woman is due to give birth within 14 weeks of the arrival date home
  • Death
  • Redundancy (as long as the employment has been a continuous with the same employer for at least two years).
  • Jury or witness service (in a court of law).
  • Illness or death of a close relative (a close relative is defined as a husband, wife, civil partner, son or daughter, son or daughter-in-law, parent, mother-in-law or father-in-law, grandparent, sister or brother or fiancé or fiancée).
  • Your home is damaged and cannot be lived in because of fire, storm, flood, subsidence or malicious damage.
  • The police have asked you to stay at home, following a burglary at your home or place of business, during the period of your holiday or within the seven days before this.
  • You are in HM Forces and are posted unexpectedly or have leave cancelled if you are in the police (unless you can recover the cost of the lost booking from another source) or
  • You are placed in quarantine.

Please note that all of the above reasons must have arisen after you made your booking and must not have been within your knowledge at the time of your booking. This particularly applies to pre-existing illness.

You may also receive a full refund from the owner if you cannot reach your destination due to snow or flood conditions or as a result of being involved in an accident while on the way there (This only applies if you have made every effort to try and complete your journey. You will need to produce evidence to us from the police or Highways Agency). Although a refund is available in these circumstances, you may prefer to delay your arrival. In these cases, we will give you a 15% refund for each 24-hour delay (up to 72 hours maximum = 45%). For short breaks, we will give you a fixed refund of 45 % for all arrivals delayed for more than 24 hours.

We will ask you to fill in a booking cancellation form which may need signing by a medical practitioner or employer. In this case we may also need you to give us more information/evidence from other people (we will tell you at the time).

The following reasons for cancellation do not qualify for a refund as set out above:

  • Suicide or attempted suicide;
  • deliberate self-injury;
  • the effect of alcohol or drugs;
  • or any other reason which is not specifically referred to above.

If the reason for cancellation does not fall within one of those given above, for example, you do not want to travel, your leave is cancelled by your employer (other than HM Forces or the police) and so on, you will have to pay a cancellation charge based on the number of days before the arrival date at the property that we receive notice, as shown in the following table. This means that if you have paid the balance of your total holiday cost and then have to, or want to, cancel, you may receive a refund of part of the cost. However, if you have not paid your total booking cost, including any booking fee and the premiums for any insurance (if you have bought this) by the time of your cancellation, you may have to make a further payment to cover the cancellation charge.

For the purpose of the table below, total cost means the total cost of the accommodation booking, including any extra items.

Cancellation charges

Number of days before the start date of your trip that we receive your notice to cancel (or on which you are deemed to have cancelled)

Cancellation charge

More than 70 days

Full deposit (including any balance of the deposit due)

43 to 70 days

50% of the total cost or full deposit (including any balance of deposit due), whichever is greater.

29 to 42 days

75% of total cost

8 to 28 days

90% of total cost

7 days or less

100% of Total cost

c) Cancellations or changes by the owner 
The owners do not expect to have to make any changes to your booking. However, sometimes problems happen and bookings have to be changed or cancelled or mistakes in brochures or other details corrected. Owners have the right to do so. If they do, they will contact you (by phone if reasonably possible in the case of a significant change or cancellation). They will explain what has happened and let you know about the cancellation or change.

d) Events beyond our control
The owner will not be legally responsible for any compensation if they are prevented from carrying out their responsibilities under this contract as a result of events beyond their control. This means an event they could not, even with all due care, avoid, including:

  • natural disaster;
  • acts of terrorism, war, riot or civil commotion;
  • malicious damage;
  • accident;
  • breakdown of equipment or machinery;
  • fire, flood, snow or storm;