Terms and Conditions

These Terms and Conditions apply to bookings made before 7th February 2022 only. For bookings made since then, please click here.

Terms and Conditions

Terms and Conditions updated 24th November 2021.

For our Covid-19 related cancellation policy, please refer to section 5.2 below.

Terms and Conditions

Your contract is with Treeline Chalets Ltd a limited liability company registered in England and Wales (no. 6941877) whose registered office is at DELL FARM, DIRTHAM LANE, EFFINGHAM, LEATHERHEAD, KT24 5SE, UNITED KINGDOM (referred to as “Treeline Chalets”, “we” or “our”).     

Your contract for the provision of accommodation incorporates these terms and conditions (“Conditions”) and by making a booking with us you confirm your acceptance of these Conditions. As a result of the Covid-19 pandemic we have introduced new terms in relation to cancellations and these are set out in Condition 3.2.1 and Condition 4.2.1.  


1.1 When you have chosen your accommodation any request to us to book it is on the basis these Conditions shall apply to any contract between us. Any request must be accompanied with payment of your deposit or full payment (as applicable – see Condition 2.2 below) within 24 hours. Your booking will be taken as confirmed in respect of all persons named on your booking form and a binding contract (“Contract”) between us (incorporating these Conditions) will come into existence only when we send written confirmation and acceptance of your booking (“Confirmation”) to you.  Prior to doing so, we may send you an acknowledgement of your booking request. Any such acknowledgement simply indicates that we have received your booking request.

1.2 Please check your Confirmation together with all other documents sent to you as soon as you receive them. Contact us immediately if any information which appears on the Confirmation or elsewhere appears to be incorrect or incomplete, as it may not be possible to make changes later. We regret we cannot accept any responsibility if we are not notified of any inaccuracies in any document within ten days of our sending it out.  Whilst we will do our best to rectify any inaccuracies notified outside these time limits, you will be responsible for any costs and expenses involved in doing so except where we made the mistake and there is good reason why you did not contact us within the above time limits.

1.3 Any Contract is with the “Leader” as shown on your booking request form.  We can only accept a booking if the Leader is at least 18 years old on or before the date when we send our Confirmation.

1.4 When you make a booking you guarantee that you have the authority to accept and do accept on behalf of your party these Conditions. This means that you are responsible for making all payments due, notifying us if any changes or cancellations are required and for receiving the Confirmation and keeping your party informed.  


2.1 All prices are shown in pounds sterling.  We reserve the right to alter prices shown in any of our brochures or in any website and we will inform you of any price changes prior to the issue of our Confirmation.  Once our Confirmation has been issued then the price shall remain fixed, save as referred to in Condition 3.1 where you request a change or in the case of manifest error.

2.2 When you make your booking you are usually required to pay a deposit of 30% of the total price for the accommodation.  If your arrival date is within 10 weeks of your booking, then the total price shall be payable at the time of booking.  Your booking will not be confirmed until we receive your deposit.  

2.3 We will send you an invoice for the final balance at least 12 weeks prior to your arrival date showing the remainder of the balance due.  The full balance of the total price of your accommodation must be received in cleared funds at least 10 weeks prior to arrival.  If the final balance is not received in cleared funds within 10 weeks of your arrival date, Treeline Chalets reserves the right to cancel the booking and any deposit paid will be forfeited.  We will make every effort to contact you within this period but if payment is not made, Treeline Chalets reserves the right to re-book the accommodation without further notice.  

2.4 The catered weekly prices stated are for 7 nights’ accommodation, breakfast for 7 mornings (2 self-serve), afternoon tea and evening meal with wine for 5 nights (2 staff days off). Lunch is not provided. The flexi-catered weekly prices stated are for 7 nights’ accommodation, a breakfast hamper, afternoon tea on 5 days and evening meal with wine for 5 nights (self-serve). Lunch is not provided. The self-catered weekly prices stated are for 7 nights’ accommodation.  



3.1.1 If you want to change your booking (for example name change or dietary requirements) you must inform us in writing as soon as possible. We will try to help you, although we cannot guarantee that we will always be able to do this.

3.1.2 Where we can make a change, we will charge for any additional services, facilities, or other items changed, at the price which applies on the day the change is made.  In addition, we reserve the right to apply an administration charge of £100 for each person on the booking together with any further costs we incur, for example with our suppliers, in making any change.

3.1.3 Any change to your departure date or accommodation has to apply to all members of your booking unless we agree otherwise in writing.


3.2.1 If you wish to cancel all or part of your booking, you must notify us in writing.   If the reason for wishing to cancel is a Covid-19 Restriction (as defined in Condition 5.3) you may only do so within 7 days of your arrival date and you must inform us of this when you write to us providing details of the exact Covid-19 Restriction that you believe applies.   If we accept your cancellation due to a Covid-19 Restriction the provisions of Condition 5.2 apply.  If some or all of your party cancel their booking or we are entitled to treat your booking as cancelled in accordance with these conditions for any reason other than a Covid-19 Restriction, we will levy a cancellation charge on the scale shown in the table set out in Condition 5.  These charges are based on the estimated cost of cancelling your arrangements and the expenses and losses we are likely to suffer if we cannot resell the accommodation.

3.2.2 If the reason for your cancellation falls within your insurance cover, you may be able to claim a refund of your cancellation charges from the insurance company less any applicable excess.

3.2.3 If you or anyone included within your holiday booking is unable to go for any reason or decides that he/she does not want to travel, you may transfer the whole holiday or the place on the holiday of the person(s) concerned to someone else/other people suggested by you and acceptable to us subject to the following: You must write to us with full details of who cannot or does not want to travel and who you would like to go instead. We must receive this information at least 7 days before departure; If the change can be made, you will have to pay any reasonable costs we incur or are asked to pay in order to make the change; Anyone who travels in place of anyone who was originally due to travel must agree to these booking conditions and any other requirements which apply to the holiday before the change can be finalised. If the full cost of the holiday should have been paid when the change is requested but if it has not been, this must also be paid before the change can be finalised.

3.2.4 If any person on the holiday booking no longer wishes to travel and you cannot fill that person’s place, the full cost of the accommodation will still be payable (to the extent not already paid) and you will not be entitled to any reimbursement. 

3.2.5 If you do cancel, you must still pay any amendment charges, which arose before the cancellation.



4.1.1 We hope and expect to be able to provide you with all the services we have confirmed to you in the Confirmation.  On occasions changes do have to be made, particularly where holidays are planned well in advance and we reserve the right to make these changes. Most of these changes are minor and we will inform you of them in writing in a clear, comprehensible and prominent manner.

However, if we consider them a “Significant Change” we will endeavour to advise you as soon as reasonably possible.  A Significant Change is where we are constrained by circumstances beyond our control to alter significantly any of the main characteristics of the booking and includes, purely by way of example, a change of accommodation to that of a lower category and/or price. 

4.1.2 Save where Condition 9.1 applies if, before your departure, we have to make a Significant Change we will endeavour to contact you as soon as possible to advise you of any change and we will, if possible, provide you with the alternatives referred to in condition 4.1.3.

4.1.3 The alternatives are: alternative accommodation of equivalent or of very closely similar standard and price, if available; or cancel your booking with a full refund of all monies paid. 

4.1.4 If you accept any alternative accommodation offered pursuant to condition condition, compensation will be paid as detailed in Condition 5 below unless the change: occurs as a result of circumstances attributable to a third party unconnected with the provision of the services included in the Contract and is unforeseeable or unavoidable; or is due to unavoidable and extraordinary circumstances where Condition 9.1 will apply.

4.1.5 Please bear in mind that Covid-19 and the measures and other actions being taken by governments, public authorities and businesses to manage its effects (including implementation of social distancing) is likely to have an impact on holiday arrangements for a considerable period of time. We may, for example, be unable to provide certain advertised services or facilities as a result. Such measures / action may be introduced or changed with little or no prior notice. Greater flexibility is therefore likely to be required for the foreseeable future which we would ask you to bear in mind at all times, both before and after departure. Any impact which such measures / action has on your arrangements will not constitute a significant alteration to your contracted arrangements and will not entitle you to cancel without payment of the applicable cancellation charges as a result.


4.2.1 In the unlikely event we need to cancel your booking we will tell you as soon as possible. However, we will not cancel your booking less than 14 days before departure unless it is for a reason outside our control as provided in Condition 9.1 or a Covid-19 Restriction (as defined in Condition 5.3). If we have to cancel your booking for any reason other than a Covid-19 Restriction we will, if possible, provide you with the alternatives referred to in Condition 4.1.3.

4.2.2 If you accept the alternative accommodation as referred to in Condition, compensation will be paid as detailed in Condition 5 below. 

4.2.3 If we cancel due to a Covid-19 Restriction the provisions of Condition 5.2 apply.


Where you have been offered the options set out in Condition 4.1.3, you are expected to advise us which proposal you wish to accept within seven (7) days of being notified.  If you have not notified us within seven (7) days, then we will write to you to obtain confirmation of your choice of the options available.  If you fail to respond within a further seven (7) days, we will cancel your booking and refund all payments made by or on behalf of you.


5.1 Subject to Condition 5.2, the following table sets out the sums payable to us or you in the circumstances referred to in Condition 3.2.1, Condition 4.1.3 and Condition 4.2:

Period before departure in which notice of cancellation or Significant Change is received Amount you will receive from us if we make a Significant Change and you accept alternative accommodation in accordance with Condition Amount you will receive from us if we cancel Cancellation Charge if you cancel (save where you cancel as a result of a Significant Change)
More than 70 days £10 per person Return of all monies paid Deposit only
70 – 42 days £10 per person Return of all monies paid 75% of total price
Less than 42 days £20 per person Return of all monies paid  100% of total price

5.2 If your booking is cancelled as a result of a Covid-19 Restriction then we will, if possible, provide you with the following alternatives: 

5.2.1 you will be issued with a credit note to the value of your booking payments to be used at a future date within 24 months from the date of cancellation, subject to availability. You will need to pay any unpaid balance, and you will need to pay the difference if the price for the new booking is higher. No refunds will be given for partial use of this credit note; or

5.2.2 a refund of all monies paid by you save for a retention equal to 20% of the total price, which covers our operational cost in accepting the booking.  If Covid-19 Restrictions no longer apply at the time your booked holiday was due to take place and we have been able to re-sell the accommodation to someone else, we will refund the retention. 

5.3 For the purposes of Condition 3.2.1, Condition 4.2.1 and Condition 5.2, a Covid-19 Restriction means any of the following applying at the date of the notice of cancellation:

5.3.1 the Foreign & Commonwealth Office, or the government authorities of your home country, has advised against travel to Morzine, the Haute-Savoie region, or France in general; or

5.3.2 the UK Government has introduced quarantine requirements for travellers returning from Morzine, the Haute-Savoie region, or France in general; or

5.3.3 the French Government has introduced quarantine measures for travellers from the UK; or

5.3.4 the French Government has introduced local or general lockdown measures which result in us being unable to operate.  


We consider comprehensive travel insurance to be essential and by submitting your booking request you confirm that you and your party have (or will have before travelling) appropriate travel insurance. If you have no pre-existing policy, we recommend that you take out a policy at the same time that you make your booking. Travel insurance is widely available and insurance providers should have a policy available for you to purchase. Please read your policy details carefully and take them away with you. It is your responsibility to ensure that the insurance cover you purchase is suitable and adequate for your particular needs and any particular activities that you may wish to take part in whilst away.  In particular, we recommend your policy must include, at least, the following: – 

– Emergency Medical Expenses including, amongst other costs; ambulance charges and repatriation;

– Pandemic and epidemic cover including coronavirus, including but not limited to additional costs if self-isolation is required during or following your stay;

Cancellation of your trip or Curtailment cutting short your trip including but not limited to contracting coronavirus;

– Personal Liability to include, amongst other liabilities; damage caused by your (or your party’s) negligence to the property in which you are staying and may not include a clause which restricts actions being taken against a travelling companion other than family and must include contractual liability of the party leader for the actions of his part; 

– Travel and transfer delays which must include amongst other costs; additional costs incurred in the event of a delay;

– All the activities you are likely to undertake including skiing and snowboarding whether on or off piste and whether with or without a guide.

The policy must cover the period from the date of booking to the last day of your trip and may not have a clause allowing the insurer to cancel the policy nor vary the terms usually following medical reasons unless there has been individual underwriting with specific terms.  

Note:- There are of course other sections to a Travel Insurance policy such as Baggage and ski equipment, Legal Expenses, Personal Accident and so on. 

In the event that you fail to obtain suitable Travel Insurance we shall not be liable for any costs incurred or claims made against us due to your failure to comply with this condition.


7.1 We do not own, operate or control most of the services included in the booking which we arrange for you. These services are usually contracted by us with independent suppliers who are themselves responsible for the performance of their own services. We undertake to use our reasonable skill and care in the provision of any services which are provided by our employees in the course of their employment. For all services which are provided by any person or entity other than our employees, we undertake to use our reasonable skill and care in the selection of those suppliers, we will be responsible for booking the service, paying for it and passing on any essential information. Providing we have done this we are not responsible for their acts and omissions or for the actual performance of those services.

7.2 We will not be responsible for any injury, illness, death, loss (including loss of enjoyment or possessions), damage, expense, cost or other sum or claim of any description whatsoever which results from any of the following: –

– the act(s) and/or omission(s) of the person(s) affected; or

– the act(s) and/or omission(s) of a third party not connected with the provision of your arrangements; or 

– ‘circumstances beyond our control’ as defined in 9.1

7.3 Please note, we cannot accept responsibility for any services which do not form part of our contract. This includes, for example, any additional services or facilities which any supplier agrees to provide for you where we have not agreed to provide these as part of our contract and any activities which we arrange for you during your holiday. Regardless of any wording used by us on our website, in any advertising material or elsewhere, we only promise to use reasonable skill and care as set out above and we do not have any greater or different liability to you.

7.4 Where we are found liable for loss of and/or damage to any luggage or personal possessions (including money), the maximum amount we will have to pay you is £250.00 per person affected. Any payment is subject to your producing appropriate proof of the contents and value of the luggage or personal possessions concerned and demonstrating that you have taken proper care of your property. For all other claims which do not involve death or personal injury, we limit the maximum amount we will have to pay you in the event that we are found liable to you on any basis to twice the cost paid by the person(s) affected.



You are responsible for ensuring that you and all other persons included in the booking satisfy all passport, visa, travel insurance and health certificate requirements and Treeline Chalets accept no responsibility for any refusal of travel or entry into any destination or for any liabilities, losses, delays or expenses incurred through any irregularity in such documentation. If you have any queries with regard to documentation and insurance requirements you must raise them with Treeline Chalets well in advance of arrival.


8.2.1 You should check what vaccinations and other health precautions are required or are advisable from your point of origin to  France, with consideration to your journey and any transit destination, with your doctor in good time before departure. If you are unable to meet the entry requirements, cancellation charges will apply as per table 5.1 (i.e. this would not be covered by our Covid restrictions listed in 5.3).

8.2.2 You must provide Treeline Chalets with full details of any existing medical problem or disability (including but not limited to food allergies and dietary requirements) that may affect your accommodation requirements at the time of booking.  Provided you do so and unless Condition 8.2.3 applies, we will do our best to cater for these requirements.  However, you should be aware that because of operational restrictions we do not have separate food preparation areas for guests with allergies and accordingly all food prepared may contain traces of nuts and other foods which cause allergies.  If you have a severe food allergy this may fall within Condition 8.2.3.  This information is likely to constitute “special category data” for the purposes of the General Data Protection Regulation and we would draw your attention to Condition 9.2 below. 

8.2.3 If, in our reasonable opinion, your chosen arrangements are not suitable for your medical problem or disability or you are not travelling with someone who can provide all assistance you may reasonably require, we have the right to refuse to accept the booking. If you do not give us full details of your medical problem or disability at the time of booking, we can also cancel the booking when we find out the full details if in our reasonable opinion the arrangements are not suitable or you are not travelling with someone who can provide all assistance reasonably required. If we cancel in this situation, cancellation charges as set out in the last column of the table in Condition 5 must be paid by you in respect of the person(s) whose accommodation is cancelled.


You should be aware that unless you have booked the whole chalet, there may be other guests sharing the accommodation with you and you will be expected to behave appropriately at all times as regards other guests.   You are responsible for the behaviour of yourself and your party.  We can refuse to accept you as a customer or refuse to continue dealing with you and/or any other member of your party by terminating your booking (and thereby any further right to stay in the accommodation) if behaviour is or is likely to be, in our reasonable opinion, or in the reasonable opinion of any accommodation supplier or other person in authority, disruptive, upsetting or dangerous to yourself or anyone else or if you or any member of your party have caused or are likely to cause damage to property. If you cause damage or loss to property you may be required to pay for any losses arising in accordance with clause 7.6.  Without prejudice to the generality of the foregoing you must not carry out or allow to be carried out any illegal activity in the accommodation (including but not limited to bringing into or consuming any illegal substances at the accommodation) nor act in a manner which affects or is likely to affect or disrupt the enjoyment of the other guests in the chalet, the neighbours or the local residents or have a negative effect on the reputation of Treeline Chalets.  This includes excessive noise within the chalet.  We will not pay any refund, compensation or other sum whatsoever or any costs or expenses incurred by you if we have to terminate your booking (and thereby any further right to stay in the accommodation) due to such unacceptable behaviour. In this situation we will then have no further responsibility for you or any other member of your party (including but not limited to any return travel arrangements). 


8.4.1 You shall: be responsible for and pay for any damage or loss to the accommodation (including damage to or loss of any fixtures, fittings, inventory and equipment) during your stay and any losses thereby suffered by us or the accommodation supplier that is caused by the wilful, negligent or careless actions or omissions of you, any member of your party or any invitee of yours to the accommodation (including any damage done by or losses arising from the misuse of equipment); be responsible for and in the event of loss or damage pay for all keys and remote control handsets for garages provided to you; leave the accommodation in a clean and tidy condition before departure; and remove all rubbish from the accommodation before departure.  

8.4.2 You must report any loss, damage or breakages to us as soon as reasonably possible and in any event within 24 hours. If you fail to report any damage or loss found at the property within 24 hours of arrival it will be assumed you are responsible for that damage or loss.   We reserve the right to require the payment of a security deposit prior to or upon arrival as security against any breach by you or your obligations in Condition 8.4.1.  We will confirm the amount required upon before arrival and will also confirm whether this is to be paid to us or the accommodation supplier upon arrival.  We reserve the right to refuse access to any booked accommodation if the full amount of the security deposit is not paid when requested by us.  The security deposit will be returned to you (subject to any deductions to cover any breach by you of your obligations in Condition 8.4.1) either upon check-out or within 14 days of the end of your stay.  Please note that the lodging of any security deposit does not in any way limit your liability under the provisions of these Conditions.


If you have a special request, we will do our best to help, but we cannot guarantee it except as set out below. Please advise us of your request at the time of booking and make sure that we are given as much detail as possible. A special request would include (but is not limited to) a social event which you would like to host in the accommodation such as a wedding or other reception or any large social gathering of whatever description where in any circumstance the number of guests exceeds the total size of your booked party. If your special request is vital to your arrangements, it must be specifically agreed with us before or at the time you book. We promise to comply with any special request which we have specifically agreed and confirmed in writing. General confirmation that a special request has been noted or passed on to the supplier or the inclusion of a special request on your Confirmation or on the acknowledgement of your booking or any other documentation is not confirmation that the request will be met. Unless and until specifically confirmed in writing all special requests are subject to availability. If any additional cost is applicable, it will either be invoiced to you prior to your arrival or should be paid for locally.


Please note that under no circumstances may any person stay in the accommodation other than the persons identified in the booking without the prior consent of both us and the relevant accommodation supplier.  Whilst you may invite guests during the day to the accommodation, parties and other large gatherings are not permitted unless you have sought our consent pursuant to the provisions of Condition 8.5 and we have given consent.  If it is discovered that any person (other than those identified in the booking) have stayed the night at the accommodation we reserve the right to apply an immediate surcharge of up to [£     ] per person per night.  


We will advise you of the check-in and check-out times at the point of booking.  If you are expecting to arrive at the accommodation after 9pm (local time) on the day of arrival or check-out after 10am (local time) on the day of departure then we reserve the right to make an additional charge of [£100] if special arrangements have to be made with the relevant accommodation supplier to provide you with access or check the property on departure.  On departure you are expected to leave the accommodation in a reasonably tidy and clean condition (with all rubbish removed) and if additional cleaning is required over and above what is normally expected or rubbish has to be removed then you will be charged for this and/or a deduction may be made from any security deposit.


You must act responsibly at all times in relation to the accommodation.  Without prejudice to the generality of the foregoing you and your party must:

  • Follow all guidelines provided or displayed in the accommodation in respect of the use of any facilities and/or equipment at the accommodation; 
  • If permitted in the accommodation, ensure that any naked flames (eg fireplaces or candles) are supervised by an adult and not left unattended (by an adult);
  • Ensure the accommodation is not left unlocked or unsecured by ensuring that all doors are locked and windows properly closed before leaving. 

If any equipment at the accommodation breaks down, then you should contact a member of our team as soon as possible.  Please note that we cannot be liable for any problems suffered as a result of matters occurring outside of the accommodation such as power cuts or water shortages or failures and problems with shared amenities. 


Please be aware that our accommodation is not “child-proof” and there are a number of dangers including (but not limited to) stairs, fires, hot tubs, kitchens and cleaning products.  You must act responsibly at all times in relation to children in your party.  Without prejudice to the generality of the foregoing you and your party must ensure that children are properly supervised at all times. You agree that any travel cots, high chairs or travel seats supplied by us are provided on the basis that we are not liable save in the case of death, injury or illness caused by the negligence of Treeline Chalets, its suppliers, agents or employees.

8.10 NO PETS

As a general rule the bringing of pets or any other animal into the accommodation is prohibited. However, with the consent of the property owner, pets may be admitted to some of the accommodation.  If you wish to bring a pet please inform us at the time you request us to make a booking and we will advise you as to whether or not pets are permitted in the accommodation requested. Please note you may be required to pay an additional security deposit. 


For the safety and convenience of all our guests we operate a strictly no smoking policy in all our accommodation buildings and vehicles. Any breach of this provision may result in an additional cleaning charge of up to £500.


We are not liable for any theft or loss of personal possessions (including for the avoidance of doubt rented ski/snowboard equipment) from our accommodation or vehicles. You should be aware that the risk of burglary or theft in holiday destinations is particularly high.  Accordingly, you are advised not to travel with expensive and/or personally valuable items but rather to leave them at home.


8.13.1 You accept that we and the owner of the accommodation are entitled to access any accommodation which is self-contained at any time during your stay for the purposes of verifying your compliance with these Conditions and for inspection and maintenance.

8.13.2 Self-contained accommodation is cleaned thoroughly before your arrival and following your departure but not withstanding this you are required to comply with your obligations in Condition 8.4 and Condition 8.7.  If you wish us to arrange cleaning during your stay we will endeavour to accommodate this but you will be required to pay an additional charge.

8.13.3 Linen is included with your accommodation. If you require a change during your stay we will endeavour to accommodate this, but you will be required to pay an additional charge.  You are advised to bring your own beach towels and cot linen.

8.13.4 Any photographs taken of the accommodation may not be used commercially without our prior written consent.

8.13.5 We may occasionally film or take photographs of our clients for publicity purposes, including reproduction on our website. By booking through us you irrevocably waive all rights in these recordings and photographs and agree that we may use them in perpetuity and without limitation in any promotional, advertising or publicity material in any format whatsoever without payment, notification or credit to you. You further agree that all copyright within these recordings lies solely with us.



We will not be liable to pay any compensation if we are forced to cancel or in any way change your booking as a result of unusual or unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even with all due care. These include unavoidable problems with the accommodation, war or threat of war, civil strife, industrial disputes, natural disaster (including but not limited to landslides and ash clouds), bad weather, nuclear disaster, epidemic or terrorist activity.  In addition we cannot be liable for any problems with amenities, building works, power supplies, TV and data reception or for any loss of enjoyment of your holiday arising out of matters which are not within our direct control or within the direct control of the relevant accommodation supplier.


Information about you and members of your party, including your names, contact details and any special needs, disabilities or dietary requirements is collected by Treeline Chalets when you request information or make a booking with us. We may disclose this information to our service providers (who may be located outside the UK) for the purpose of providing you with your accommodation. Only information necessary for this purpose will be disclosed to them. We may use your information for the purposes set out in our data protection registration with the Office of the Information Commissioner. We may disclose the same to companies who act as data processors on our behalf. Some information, for example relating to your health, may be “special category data” within the meaning of the General Data Protection Regulation. We need this information to cater for your needs, but it is collected on condition that we have your positive consent. If you do not agree to our use of your information, we cannot accept your booking. From time to time we may contact you by post or email with information about special offers or services that we provide. If you do not wish to receive such information, please notify us. You have the right to ask us in writing for a data subject access request form to obtain a copy of the information which we hold about you. [You will be charged a fee for this.] Any request should be by email to [email protected].


If you have cause for complaint during your stay, you must bring it to the attention of our team immediately. They will do their best to rectify the situation. If your complaint is not resolved locally, please follow this up within 7 days of your return home by email to [email protected] giving your booking reference and all other relevant information. Please keep your letter/email concise and to the point. This will assist us to quickly identify your concerns and speed up our response to you. It is strongly recommended that you communicate any complaint to our team without delay and complete a report during your stay. If you fail to follow this simple procedure we may be deprived of the opportunity to investigate and rectify your complaint during your stay and this may affect your rights under the Contract. 


You agree that any dispute, claim or other matter of any description (and whether involving personal injury or not) which arises out of or in connection with your booking must be brought in the Courts of England and Wales only (unless you are a resident of Scotland or Northern Ireland in which case any proceedings must be brought in either the Courts of your own country or those of England and Wales). You also agree that English law (and no other) will apply to your Contract (unless proceedings are brought in Scotland or Northern Ireland, in which case Scottish or Northern Irish law, as applicable, will apply instead). If this provision is not acceptable to you, you must tell us at the time of booking.

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