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Legals

The important information about your stay

What’s included?
The price of your Hideaway includes accommodation, electricity, heating, bed linen, towels, robes, supplies for kitchen-cleaning and dish-washing, and logs for the wood burning stove (as well as kindling, newspaper and matches).

Payment
When you need to pay depends on the rate you choose:

Flexible
Booking more than six weeks ahead? Secure your Hideaway with a 25% deposit, and get free cancellation until you pay the balance (we’ll automatically take this six weeks before your stay).

Advanced purchase
Get the best deal by paying the full, non-refundable price today.

Your booking confirmation
We’ll confirm your booking (and any upgrades or changes) straight away, using the email address you gave us. If you don’t get this email, we may not have received your booking. Please check your junk-mail folder – if it’s in there, add us to your contacts to make sure you don’t miss any later updates. If you still can’t find it, phone us – as soon as possible to increase the chances we can still offer you the dates/options you want.

Cancelling or rescheduling
We know that plans can change, so if you’ve booked our best available rate, we’ll do everything we can to accommodate changes to your stay. However, as a small business, this isn’t always possible, so we strongly recommend taking out holiday insurance for your stay.

 

Rescheduled stays follow the same terms as cancellations. But instead of returning the money, we discount it from your new stay.

Checking in and out
Check-in time for all our Hideaways is 4pm.

Your check-out time depends on which Hideaway you stay in:

Check-out at 11am:

 

Check-out at 12pm:

 

Early check-in and late check-out
To guarantee you can check-in earlier or check-out later, you need to upgrade – this is offered as an option when you book. You can also add this option later, just give us a call to arrange.

Some packages already include extended check-in and check-out times. Where this applies, you’ll see the details listed in the package description (you can also check them in your confirmation email when you’ve booked). If nothing is mentioned, standard check-in/check-out times apply.

Happy to be more spontaneous? Phone us on the day you’re due to arrive, and we’ll let you know when your Hideaway will be ready. If it’s before your official check-in time, you’re welcome to arrive early at no extra cost.

After-hours arrivals
You Hideaway will be left open for you until 9pm. If you plan to arrive later than this, let us know so we can arrange for someone to let you in.

Children
A Hideaway Experience is designed as an adults-only event – the accommodation isn’t suitable for children. All guests must be over 18 (with the exception of babies up to 6 months).

Smoking
The Hideaways aren’t suitable for smokers.

We don’t allow smoking inside or outside the properties – if we see, or find evidence of you smoking during your stay, we’ll ask you to leave immediately with no refund. We’ll also charge you £100 for your Hideaway to be professionally deep-cleaned before our next guests arrive.

Pets
Most of our Hideaways are pet-free, but if you’re staying in The Romantics you can bring up to two well-behaved dogs or cats. To add your pets to your booking select ‘bring my pet’ as an extra when you book – a small charge applies.

Not all our guests are animal lovers, so please be considerate inside the Hideaway. Keep pet(s) off the furniture – including the sofa and bed and put their waste straight in the outside bin. You’re welcome to walk your dogs around the farm as long as you keep them on a lead. However, they’re free to run off the lead in the community woodland next door.

Questions and requests while you’re here
If there’s anything we can do to make your stay more comfortable, don’t wait until after you leave to let us know – tell us right away so we can do what we can to help.

Complaints
If you’re unhappy with something during your stay and want to make a complaint, please talk to us during your stay. You can visit Caroline and Ross at the farmhouse or phone us on 01382 320 707 or 07584 660 541.

We treat all complaints seriously and will do everything we can to resolve your issue as soon as possible so you can get on with enjoying the rest of your Experience.

We don’t provide refunds or compensation for complaints made after guests have returned home, so be sure to speak to us or email us during your stay. 

The condition of your Hideaway
Please leave your Hideaway clean, tidy, and in the same general condition it was in when you arrived. Each Hideaway is thoroughly cleaned between bookings – if a deep-clean is necessary after your stay, we may pass the £100 charge for this on to you. If this applies, we’ll send you an invoice within 48 hours.

Damage and repairs
If something in your Hideaway gets broken or damaged while you’re here, please tell us straight away. You can phone us on 01382 320 707 or 07584 660 541. We treat each incident case by case, but may charge a £100 'damage charge’ for one-off breakages, or more for substantial damage or valuable item(s). All items in the Hideaway have been itemised and valued – if you’d like to see this inventory, please ask.

If you don’t tell us about damage and we find it after you’ve left, we’ll invoice you for repairs within 48 hours.

Inventory
We keep an inventory of everything in each Hideaway, and refer to it before and after every couple’s stay. If you remove something from your Hideaway (on purpose or by accident), we may invoice you for its replacement.

Visitors
The Hideaway Experience is about peace, quiet and some well-deserved one-on-one time. To keep it this way for you and any guests staying nearby, we don’t allow visitors during your stay.

Massage treatments – booking
Massages are one of our most popular extras. To make sure you get the VIP treatment you deserve, book at least seven working days before you arrive.

We’ll do our best to meet your request but from time-to-time a masseuse may not be available. If this happens, we’ll let you know straight away and refund the full cost of your treatment.

Massage treatments aren’t suitable for people with certain medical conditions. By booking a massage, you agree that the treatment you’ve chosen is appropriate.

Common conditions that can affect massage treatments include:

 

This isn’t a complete list and we are not medical experts. We strongly advise that you check with your doctor and then let us know about any medical conditions before you book so we can check with your masseuse that it’s safe to go ahead. We can often offer an alternative if the treatment you want isn’t suitable.

Massage treatments – cancellations and refunds
If you need to cancel your massage, please let us know least 72 hours before your treatment – otherwise it’s too late to reschedule the masseuse and you’ll have to pay the full price. This applies even if you have a medical reason for cancelling.

If you’re not in or don’t answer the door when your masseuse arrives, you’ll still be charged for your treatment(s).

In the unlikely event that we need to cancel your appointment, we’ll refund the cost in full.

Responsibility
The freedom to do whatever you please is a big part of the Hideaway Experience. But we can’t accept any responsibility for any accidents, injuries, illness, loss or damage suffered during your stay – either in the Hideaway or around the farm.

Subletting
We don’t allow subletting. Only the people named on your booking are permitted to stay in your Hideaway.

Unforeseen circumstances
Occasionally, events outside our control can affect our guests’ bookings. If we’re unable to provide accommodation ourselves, we’ll do our best to arrange an alternative through another holiday provider – but sadly we can’t guarantee this. If we’re unable honour your booking, we’ll refund your payment in full.

Guest no-show
If you can no longer arrive on the first day of your booking, let us know. If you haven’t arrived by midday on the second day of your stay and we haven’t heard from you, we’ll cancel your booking and may re-let your Hideaway.

Inappropriate conduct
Anyone who is aggressive, abusive or otherwise inappropriate to staff or management at the Hideaway Experience will be asked to leave immediately. Your booking will be cancelled without a refund, and you’ll be banned from returning.

General
Our terms and conditions exist to keep our staff and customers safe, and help us deliver high quality experiences time after time. If you break the terms of your stay, we reserve the right to ask you to leave without a refund.