Terms and Conditions

Terms and Conditions (Version 6.3, September 2023)

For the purposes of these terms of letting the ‘guest’ shall mean the person named on the reservation form and Wallops Wood Ltd shall be referred to as ‘we’.

1. Deposit
A provisional booking shall be held for no longer than 48 hours (unless by agreement) and shall become a firm booking when we have received a completed booking form and a deposit equal to one third of the total amount.

2. Payment
Remittances must be made in £s sterling as set out in the invoice by one of the following methods: cheque (made payable to Wallops Wood Ltd); bank transfer (sort code: 30-96-61, account number: 27755060); debit card; or credit card. Any charges raised against Wallops Wood Ltd by a guest’s bank for handling dishonoured cheques, bank transfers or other payments or shortfalls will be passed on to the guest.

3. Contract
When a booking enquiry is submitted via our online reservation system, an automatic summary is generated and sent to the email address provided. This summary does not form a contract between the guest and Wallops Wood Ltd. A contract shall only arise when the deposit has been paid and we have confirmed the booking in writing by email. The contract is governed by English Law, and any statutory rights are not affected by anything contained in these booking conditions.

4. Joint Bookings
In the event that two or more parties are taking a single holiday cottage/holiday house together, or more than one holiday cottage/holiday house, the booking is to be made under a single name (the guest), who shall be responsible for all payments and damage.

5. Communication
All correspondence will be by email unless postal correspondence is specifically requested at the time of booking. We do not warrant, and are not responsible for, the accuracy of any verbal information given or any statement made by our staff or employees.

6. Refundable Breakages Charge
A refundable breakages charge of £250 will be required at the time of making the final payment (Clause 7). This will be refunded no later than 7 days after your holiday (subject to Clause 16 below).

7. Final Payment
The full balance of the total holiday cost is payable no later than 8 weeks before the date of arrival. Reminders or receipts will not be sent unless requested. If the full balance is not paid on time, we reserve the right to cancel the holiday booking, in which case the deposit will be forfeited.

8. Cancellation
Cancellations must be immediately notified to us by phone and confirmed in writing or by email.

Cancellations must be for the whole property booked. If multiple holiday accommodation has been booked, it is possible to cancel one or more cottage(s)/house(s) and for other members of the party to stay in the remaining booked cottage(s)/house(s).

Guests wishing to cancel will be offered the opportunity to rebook their stay for future dates subject to availability. Monies already paid will be transferred towards the new booking, at the price pertaining to the new dates. Any balance due is to be paid 8 weeks before arrival, as per clause 7.

If eligible for a refund payment, reimbursement will be made to the cancelling guest on the scheduled check-out date of the original booking, to the card or nominated bank account used for payment.

Cancellations for Covid-related Local and National Lockdowns or Travel Restrictions:
We guarantee a full refund of monies paid in the event of
(1) a National Lockdown and/or
(2) the government placing the address given on the booking form into a Tier with a Do Not Travel restriction.

Our refund guarantee does NOT cover guests for
(1) falling ill with Covid (or any other illness),
(2) a requirement to self-isolate or quarantine, or
(3) a Track & Trace alert preventing them from travelling.

Those situations can all be covered by taking out suitable travel insurance.

Other Cancellations:
Guests wishing to cancel will receive refunds on the following scale:

100% refund if cancelled up to and including 7 days prior to arrival;
50% if cancelled between 6 days and up to and including 3 days prior to arrival;
0%  if cancelled between 2 days and up to and including arrival date.

As soon as we are informed in writing by email of a cancellation, we will make the dates available for rebooking on our website.

For cancellations from 6 days and up to and including arrival date: if we are successful in re-letting, we may be able to refund in full, less any discount we have had to make for the new booking. It may not be possible to resell all the dates for the price previously paid by the cancelling guest, particularly if we have had to discount.

We emphasise that guests should obtain their own travel insurance (we regret that we are unable to recommend specific companies and policies).

8.1. Circumstances On Site Beyond The Control Of The Owner
If for any reason we have to cancel your booking in advance due to circumstances beyond our control at our site – for example fire, flood, or destruction/damage to the property – then we will at our sole discretion seek to find you comparable accommodation for your dates, or will offer you alternative dates, a full value voucher, or we will refund the full amount of the booking. If we have to terminate your holiday early for the above reasons you will be relocated/credited/refunded part of the booking fee value based on the time remaining of the booking. This will be the full extent of the liability of the Owners. No additional compensation, expenses or costs will be payable.

9. Supplementary Packages
The holiday cottages and holiday houses are well equipped and a welcome pack is supplied. We can provide a broad range of supplementary packages as listed on the website. Full payment of these packages must also be made at the time of the final payment. Or, if supplementary packages are booked after this date, full payment is required at the time of booking the supplementary package.

10. Non-Availability
If the holiday cottage/holiday house booked becomes unavailable or unusable for some reason prior to the date of arrival, we will immediately notify the guest and offer an alternative cottage/house. Or, in the event that one is not available, shall reimburse the guest with any monies paid for the accommodation.

11. Occupation
Accommodation is limited to the number of persons for whom the booking is made. We can supply travel cots and additional beds in some our of holiday accommodation for an additional cost, and beds will be made up as twins or super king-size, as agreed. The holiday cottages/holiday houses are not designed for the use of youth groups or student parties. Sleeping in tents or motor vehicles onsite is not permitted. In the event of a breach of this condition, we reserve the right to require the guest and their party to vacate immediately, without recourse to compensation.

The maximum number of persons per holiday cottage/house is as per the advertised number, and no over occupation is permitted, (subject to cots and additional beds as above, by prior arrangement). Any over occupation without prior agreement will be deemed to be in contravention of our Terms and Conditions and subject to clause 28.

12. Loss Of Property
We cannot be held responsible for loss or damage of guests’ belongings or for injury sustained during their stay at the holiday property. In the event of property being left behind, best efforts will be made to locate the items and arrange return at the guest’s expense.

13. Pets
Up to two pets are welcome in each holiday cottage/house for a supplementary charge of £30.00 per animal to cover additional cleaning and we do welcome guide dogs for the blind and hearing dogs for profoundly deaf guests.

Please ensure worming and flea control programmes are up to date for the benefit of your pets and as a courtesy to subsequent guests. Please refrain from allowing your pets on the furniture or leaving them unattended in the holiday cottage/house. Towels, blankets, bags and scoops are provided, please use these and dispose of animal waste in the bins provided. Each holiday cottage has an enclosed garden and a gate with access to the meadow. Please do not allow dogs to run free unattended on the meadow as this space may be used by other guests of Wallops Wood Ltd, and is not enclosed.

We are in a rural location and there are livestock in the fields nearby, please obey the Countryside Code and keep your dog(s) under close control at all times for their own safety as well as the benefit of livestock and other walkers and their dogs.

14. Rights Of Entry
Wallops Wood Ltd and/or its agents reserve the right to enter the holiday cottages/holiday houses at any reasonable time for any reasonable cause.

15. Damages
The guest undertakes to keep the holiday cottage/holiday house and all the furniture, fixtures, fittings and effects in the same state of repair and condition as at the date of arrival subject to reasonable wear and tear. Breakages and damages must be reported as soon as possible. In the event of any damages notified during the stay, or identified during the inventory check following departure, we shall retain all or any part of the damages deposit to cover the cost of repair or replacement.

16. Cleanliness
Every effort is made to ensure the holiday cottages/holiday houses are maintained to the highest standard of cleanliness. The guest undertakes to leave the accommodation in a clean and tidy state at departure. We reserve the right to make a charge for extra cleaning in the event that the accommodation is deemed to have been left in an unsatisfactory state at the time of the inventory check following departure.

17. Smoking
Smoking is not permitted inside the holiday cottages/holiday houses. A designated smoking area and cigarette bin is provided.

18. Arrival And Departure
Check-in by the guest and their party is from 4pm onwards. Check-out should take place no later than 9am on the day of departure. Due to our COVID-19 cleaning protocols, we are unable to offer earlier check-ins or later check-outs for the foreseeable future.

19. Complaints
Every care is taken to ensure that the holiday accommodation is maintained and presented to a high standard. If, upon arrival or during your stay, you have any cause to complain, please do let us know immediately. Every effort will be made to assist and rectify the situation. We will not be liable to make any refund in respect of complaints made after departure. We value every booking and want all our guests to enjoy their holidays.

20. Acts of God
Acts of God means any unforeseeable event that is beyond the control of Wallops Wood Ltd, and shall include, but is not limited to: war, natural or nuclear disaster, fire, epidemics or terrorist activity. We are not liable to provide a refund in event of Acts of God and recommend you have appropriate Holiday Insurance to cover this possibility. If the holiday cottages/holiday houses become inaccessible due to bad weather we will do our best to inform the guest and to offer you alternative dates.

21. WiFi
The holiday cottages/holiday houses have a good WiFi signal and the guest will be provided with a code to access this. The guest agrees reasonable and lawful usage of this service.

22. Noise
Loud music is not permitted. Please ensure noise is kept to a minimum between the hours of 11pm and 9am either inside the holiday cottage/holiday house or in the outside space. Please ensure hot-tubs are vacated by 10.30pm, as per hot-tub usage policy, and be considerate of other guests of Wallops Wood Ltd at all times.

23. Special Needs
Please inform us at the time of booking if you have any special requirements, for example food allergies or reduced mobility. We have a selection of mobility aids and will ensure they are made available in your holiday cottage/holiday house by prior arrangement. In the event that we are not notified prior to arrival, we will do our best to meet special needs. We may not be able to accommodate specific requests if our mobility aids have already been booked for other holiday accommodation. Please note we are M3A rated, we do not offer profiling beds, ceiling hoists or clinical waste removal. All soiled bedding used by Care Homes holidaying with us are to be bagged separately and cannot be washed in the washing machine of the holiday cottages/holiday houses. Please hand the bagged bedding to a member of staff.

24. Parking
There is adequate parking for guests of the holiday cottages/holiday houses. At the Wallops Wood Cottages site, we request that only those booked in Woodbrook, Teal and/or Hedgehunter use the spaces adjacent to Teal as these are allocated for disabled parking.

25. Toiletries
We have commissioned New Forest Aromatics to supply organic and sustainable toiletries. Shower gel, hand wash and room fragrances are in every bathroom, toilet and kitchen and remain the property of Wallops Wood Ltd. They are changed and refilled after every guest, so that we minimise plastic use and also offer the best service we can. If you would like to purchase these items separately, please speak to a member of staff.

26. If A Guest Suspects They Have COVID-19 Symptoms
If a guest arrives with or develops COVID-19 during their stay, they must immediately advise Wallops Wood Ltd by telephone and return home to self-isolate. This is to avoid close contact with guests who may be at higher risk from COVID-19. Once a property is vacated post infection, appropriate cleaning procedures will be followed.

27. Post Covid-19 Disclaimer
Wallops Wood Ltd continue to adhere to COVID-19 cleaning protocols in an effort to minimise the risk of COVID-19 infection for the safety of guests and staff. Please see our COVID-19 page for the latest information.

Guests choosing to stay at Wallops Wood Cottages and Grenville at Wallops Wood, including the use of shared areas, do so at their own risk. Wallops Wood Ltd will not be liable for any losses or damages in connection with the use of our premises.

28. Contravention Of Our Terms And Conditions
Wallops Wood Ltd and/or its agents reserve the right to require the guest and their party to vacate immediately, without recourse to compensation, should any of our Terms and Conditions be contravened.

29. Electric Vehicle Charging
Our Electric Vehicle chargers, at Wallops Wood Cottages and Grenville at Wallops Wood, are installed with a 22 kWh three-phase supply. kWh units are charged at 50 pence.

To charge your Electric Vehicle, you’ll need to download the VoltShare App from Google Play, or the Apple Store. Create an account and follow the instructions on the electric vehicle charging notice in the car park:

  1. Scan the QR code on the chargepoint (use the blue QR Code circle at the bottom of the map)
  2. Plug in your car to the chargepoint, and click on Confirm Payment
  3. Add a valid payment card and select it. Your payment will be handled by Stripe
  4. Click Start Charging.

You must not connect your electric vehicle to charge from a 3-pin domestic socket anywhere on site; not in our holiday cottages/holiday houses, nor any external 3-pin socket. This is a fire risk and therefore an insurance issue. If we become aware that you are using a domestic socket for Electric Vehicle Charging, you will be considered to be in breach of contract and will be asked to vacate site immediately.