Terms & Conditions
We want to make sure you have thoroughly enjoyable stay, so, if there is anything you need to know, please don’t hesitate to ask all the staff we are here to help.
The Booking Contract
A credit or debit card is required to secure your reservation with a 25% non-refundable deposit at the time of booking.
All bookings made are non-refundable.
Once we receive your deposit, you enter into a binding contract with our company, which includes you being subject to our cancellation, curtailment or no-show charges as listed further below.
It is now your responsibility to check the confirmation letter/email to see that our details about your party & their needs are correct, please inform us immediately if you find any details on the confirmation letter that are not correct.
Remaining balances are due no later than 30 days prior to arrival.
For convenience, you should receive an automated email 30 days prior to your arrival containing a link to settle your balance safely and securely online. However, this should not be relied upon. It is your duty to ensure your balance is paid on time.
Please note – failure to settle your balance by your due date will be deemed as breach of contract and in such circumstances, we reserve the right cancel your reservation without refund as all deposits are non-refundable.
The company shall not be liable for any failure to provide accommodation contracted for hereunder in the event of it’s being prevented from doing so as a result of fire, storm, acts of God, civil disturbance, riot, industrial action or any other cause beyond its control or closure by order of the Government. In this instance deposits/payments received will only be transferred to an alternate date within 13 months of original arrival date. No cash refund will be given,
Should you need to cancel or change your booking in any way please advise us immediately in writing via email.
For cancellations made outside 30 days prior to arrival – the non-refundable deposit of 25% of the total booking fee will be claimed.
For cancellations made within 30 days prior to arrival – 100% of the total booking fee will be claimed.
We strongly recommend you take out some form of holiday insurance, which should include Cancellation, Curtailment, No Show, Theft, Loss and Damage.
BBQ & Fire Pits
Ensure complementary fire pits are used on the designated fire pits ONLY around the lake. Under no circumstances should you light/build a fire on the BBQ’s at your lodge. Do not use any faculties under the influence of alcohol or immediately after eating a meal.
If you have any concerns about the safety of the property, equipment or facilities, please contact our reception immediately.
Covid - 19 Guidance
The safety and health of our valued guests, staff and our small Family business is of paramount importance.
· Please adhere to current social distancing measures at all times, even where there are no signs or barriers.
· We have increased cleaning and disinfecting frequency throughout the site, paying attention to high-touch items.
· Please use the hand sanitiser stations where available.
· In preparation for your visit an enhanced cleaning and sanitising process will have taken place in your room creating your ‘Safe Haven’
· All linen and towels are washed at temperatures above 60°C for optimal disinfection.
· All cleaning and disinfection chemicals and materials used meet Covid-19 disinfection requirements.
We pride ourselves on providing a relaxing and enjoyable stay for families of all ages but please ensure children under the age of 16 are kept supervised at all times.
Please be aware that Cleveleymere has a 24 acre lake, large river, streams & ponds. Needless to say, there are inherent dangers, particularly for children.
We would strongly advise guests to take care and sensible precautions when using the facilities & grounds.
Please ensure only children use the play areas up to the age of 12 years old & are supervised at all times.
Dogs are allowed in specified pet friendly accommodation units for a charge of £15 per night. Dogs must be kept on-lead at all times whilst outside within our grounds. Please ensure you pick up any foul or face a fine of £100. Dogs must never be left unattended at any time. By accepting our terms you agree to pay for any damages caused to our property. Please ensure you bring a suitable dog bed, preferably a crate and a suitable towel to clean wet or muddy dogs. Never let any dogs on any furniture. Dogs are not permitted to swim in the lake. There is a nice walk across the road from us at Scorton picnic site where you can walk off-leash. We accept no responsibility for any loss or injury sustained to you dog. Dogs found to be in non-pet friendly accommodation will require to be removed from the unit and a relevant deep clean charge must be met by the lead booker following on from this.
Our hot tubs are on a regular cleaning schedule. However, overuse or abuse may cause the water to turn cloudy. Shower before use to remove any make-up, sun-screen, insect repellent or any other oil-based products. Only clean swimwear may be worn in the tub as the chemicals in the water will remove the coloured dye causing them to leech into the water and become cloudy. To rectify such issues may deny you the use of the tub for at least 24-hours.
Our team monitor tubs daily. We will arrange a time that is convenient for you so that we can check the status of your hot tub. On rare occasions, you may not be able to use the tub for a short time after it has been serviced. We apologize for this inconvenience, but it is necessary to keep the tubs sanitized.
In the event of a hot tub being out of service: we will offer a credit note OR cash refund up to but not exceeding the value of £20.00 per full day that you are unable to use the hot tub.
General Information/Damage/Theft From Our Bedrooms
CTV is recording within the site 24 hrs a day.
Guests whose behaviour becomes aggressive or abusive to other guests or staff will be ejected from the site immediately without a refund and will be blacklisted.
Guest/s who cause damage or steal items from our bedrooms will be charged the full replacement cost. Our team know exactly what stock is in our lodges & we carefully check every departure for theft of our towels, glasses, tea trays, bedding & general room accessories.
Cleveleymere takes the safety of its guests very seriously. Therefore, we ask that guests who stay in our properties take a few moments to think about their safety at the lodge.
In particular, please take a few moments to;
· Familiarise yourself with the layout of the holiday lodge, so that in an emergency you can exit to safety quickly and easily.
· Swimming in the lake is not permitted.
· Check the locations of the fire extinguishers and fire blanket & emergency contact numbers.
· Check the location of the first aid box (in the main reception).
· Look out for the glass patio doors, steps, balconies & walkways which can be slippery.
· Look out for any steep drops in the areas and ensure that children are supervised at all times.
Bikes may be available to hire for a daily rental fee of £5 per bike per day – subject to availability. Pre-booking is advised due to limited availability. Please enquire. Note – a separate rental agreement must be signed prior to hire.
Helmets are available should you request them and we advise that they are worn when riding.
Smoking in our cabins and lodges is strictly prohibited and we operate a zero tolerance policy for those who have been found to have smoked inside a cabin or lodge. In the event that you, or a member of your party are found to have smoked inside a cabin or lodge a £100 deep clean find will be charged and you may be ejected from the site. In such cases, no refunds will be given and management’s decision is final.
Smoking outdoors is permitted however please ensure you are at least 1.5 meters away from the cabin/lodge and at least 1.5 metres away from combustible items such as the decking.
Please be responsible with your ash and cigarette butts as these are a hazard for our animals & wildlife. E-cigarettes – are okay to use indoors. However, never leave an e-cig charging unattended.
Parking is provided free of charge for staying residents. Please ensure vehicles are parked responsibly and that your vehicle is securely locked. Never leave any valuables inside the vehicle. Adequate parking spaces are provided outside each lodge. Cars must never be parked on any grass surface. Cleveleymere accepts no responsibility or liability for any damages or theft to vehicles.
Registered Guests Only
We have a strict Guests booked in the lodges only policy, sorry no day visitors are allowed in any circumstance. (We want to maintain safety and privacy for all our guests & animals)
The members of your party and the allocation of guests in each accommodation unit must remain the same for the whole of your stay. The maximum number of guests booked in each accommodation type must not be exceeded.
Great effort is made to maintain high standards of furnishing and fittings at Cleveleymere.
On the very rare occasion should you experience a shortfall in housekeeping or maintenance, please call our reception on 01524 793644 during your stay so we can minimise any inconvenience, discomfort or dissatisfaction.
Life jackets are compulsory & must be worn at all times on any watercraft. Under no circumstance wear wellingtons on any watercraft.
Life safety rings are available and are clearly visible in the deck area of each lodge and around the sides of the lake and in prominent positions.
Do not swim in the lake. Do not swim or fish in the nearby river. Ensure only 4 Guests or 2 adults 3 children use the boats at one time. Do not use boats at dusk or night.
You are responsible for the behaviour of all members of your party. Behaviour should be in keeping with the family environment and should not be excessive, noisy or disruptive, especially at night and therefore we do not tolerate noise or music after 10pm. Offensive or illegal behaviour will not be tolerated and may result in the Police being involved. Offensive or aggressive behaviour or language towards our staff is not acceptable. We may ask you and/or any member of your party to leave immediately if your conduct results in Police attendance or is considered by us to be inappropriate; likely to cause harm; or impair the enjoyment, comfort or safety of anyone; or is likely, in our belief, to breach any of this agreement. No refunds or compensation will be given in these circumstances and we reserve the right not to accept any future bookings from you or any member of your party.
We do not encourage large noisy single sex parties due to the quiet and relaxed nature of the park.
If you still wish to make a booking for a large single sex party please speak to our staff in advance. We can accommodate those genuinely looking for a quieter getaway.
We understand in times like these you are looking for reassurance. We want to be as clear as possible with our Covid-19 policy. That way you know where you stand in the event that you are unable to travel.
For all bookings affected by Covid-19 Government enforced restrictions on travel, including national and local lockdowns and restrictions on numbers or households mixing, these are the options open to you.
Option 1. We will offer you a free rearrangement (with no admin fees) of your booking within 12 months of original arrival date, subject to availability. We will also price match another ‘same season’ stay, subject to availability.
If you have booked for low season dates, we guarantee you will have nothing more to pay for another low season stay within 12 months. If the new dates are cheaper than the original dates, there will be no refund in price however. If your new dates are in a higher season tariff, the price difference will be payable.
Option 2. Your funds can be held in your client account, which can then be transferred to another date in 2022 or 2023. Please contact us once you have found a suitable date, we will then be able to take the booking out of a pending transfer account and book the new chosen date for you.
Please note, in order to be covered by our Covid-19 Policy, the restriction on travel must be UK Government enforced legislation rather than advise.
If your booking does not fall into the Governments dates of restrictions and you cancel your booking normal terms and conditions will apply. In this instance we advise that you wait until further announcements, and we will contact you if your booking is going to be affected.
All elements that are not covered in The Covid Guarantee will need to be covered by your travel insurance. These include the following examples
· Illness, injury or if you contract Covid
· If you have to self isolate
· If anyone in your household contracts Covid and you have to self isolate
We want you to have a safe and happy holiday at Cleveleymere.
A few minutes to follow some simple precautions could make the difference between a holiday enjoyed and a holiday spoiled.
We will do everything we can to help those in your party with special requirements by recommending lodges that are suitable – just let us know at the time of booking.
Therefore, we would strongly advise you to discuss any particular needs that you may have with our sales staff prior to booking.
If you are unsure about access around the lodge and grounds please read our access statement Facilities are being up dated all the time and are subject to change.
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The Lake House,
Cleveley Bank Lake,
T. 01524793644 E. firstname.lastname@example.org