FAQs

 
 
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What time can I check in?
Check in is between 16:00 and 20.00hrs.  If in rare occasions you arrive outside these times, please call the site manager and kindly inform about your arrival time.

What time is check out?

Check out time is 10am on the final day of your stay with us. 


If my lodge has a hot tub, is there any additional charge?

The hot tubs are included in the price and for private use during the whole stay for you and your party – no extra cost or need to be booked in advance


Are hot tubs for my use only?

The hot tubs are not shared and are for you and your party to enjoy.

How many people can go in the hot tub at once?

Hot tub sizes vary. Dependent on the hot tub capacity, it can accommodate approximately from 4 to 6 (max) people.


Can I bring my dog?

We are pet friendly and we do accept dogs in most of our lodges. Please check this upon booking. We apply a pet fee of £45 per pet, per stay.


What is included in the lodge?

Towels and linen provided upon arrival onlyhair dryer, iron and ironing board upon request and to be returned upon check out.

Cutlery and kitchen utensils are also part of your package. Most of our lodges have fully equipped kitchens with washing machines and dishwashers in most, but some of them have kitchenettes only with microwave and cooker but with no washing machine or dishwasher.
Please contact us should you require more details about your lodge. Kindly note that we do not provide cleaning materials, to avoid and prevent allergies


Are linen and towels included?

Towels and linen are provided upon arrival only. No additional linen changeovers/towels are provided during your stay.


Can I add additional people to my booking?
It depends on the lodge type. We have lodges which can accommodate up to 6 people and up to 8.

Is there any extra cost?

We do not charge any extra for the occupancy.


What do I do if I need to cancel my booking?

If you have any questions about your reservation, please contact your booking agent or get in touch with our reservations team at enquiries@staycation-breaks.com or call us on
020-3893-8907.


What is your refund policy?

Any refund due will be processed after check out and according to our terms and conditions.

What is your cancellation policy?

We apply our cancellation policy on different rate plans and/or booking channels.

Details will be provided under our terms and conditions.

https://www.staycation-breaks.com/privacy-policy/


What do I do if I have a complaint?

An email is required to be sent with details of the complaint to enquiries@staycation-breaks.com

A standard procedure will be followed and you will be provided with a final resolution after thorough investigation.

What is the £ 150 damage deposit and how is it held?

We reserve the right to pre authorise a damage deposit of £150 on your card as stated in our terms and conditions.

Two days prior to arrival a sum will be held, as stated in the payment summary, for the duration of your stay. This payment is merely “held” but when a pre-auth is made the money is removed from the guest’s available balance but not debited and deposited into our account.  It is only debited fully if we intervene this automatic process, due to damages occurring. Please note, due to us needing the ability to debit, it will say this on any statements.

Once the purchase order aborts/cancels automatically the payment will show in your account within 2/3 working days after your departure as funds available.

Do you provide baby cot and/or highchair? Is there any extra cost?

Highchairs and baby cots are available upon request and subject to availability at no extra cost

Do you provide toiletries and/or washing liquid/cleaning materials?

Kindly note that we do not provide toiletries and/or cleaning materials to avoid and prevent allergies

How does the check in work?

Upon arrival you will be met and shown to your accommodation as stated in your confirmation email. If you are arriving at one our parks where self check-in is implemented, you will be provided with a site map and code for the key box outside your lodge.

Can I pay on site for my booking upon arrival?

If you booked directly with us, via our website or via VrBo, a partial payment upon booking will be required and the outstanding balance to be settled 21 days prior to arrival through payment link attached to your email confirmation.

If your booking has been made through booking.com or AirBnB, the booking will be prepaid and the payment terms will be handled by the portals you booked through.

Can I order take away food?

You certainly can and the site manager will be delighted to provide you with some recommendations, if needed.

Which is the closest station/bus stop?
This will depend on the site you booked and directions will be given through email confirmation


What do I do if I have any problem or need any assistance on site?
Please call the manager on site for all the site queries you might have.His/her contact number will be enclosed in your email confirmation.


I left something behind, can you post it? do I need to pay for the postage?
In case of lost property, please feel free to call the site manager of the property you stayed in.You will find his/her contact number on your email confirmation.If you have any problem allocating it, please call us on 0203 893 8907 and we will be happy to assist.

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