This document includes vital information regarding cancellation policies and services available at Fifinella and Gainsborough Retreats and may help you with planning your holiday. The contract for a short term holiday rental will be between Orcop TreeTops Ltd (for Fifinella Retreat) or GBRO Retreat Ltd (for Gainsborough Retreat), referred to as ‘us’, ‘we’ or ‘our’ and the person making the booking and all members of the holiday party referred to as ‘you’ or ‘your’.

Any guest found to be repeatedly breaking any of our below rules will be asked to leave the site immediately without refund.

Payment Policy

A 30% deposit is required at the time of booking, with the remaining 70% due 8 weeks before your stay. Payment can be made via BACs or the website payment portal. We do not accept cheques.

Cancellation/No-show Policy

In the event of cancellation by you: (a) before the balance is due (8 weeks prior to your stay), we would retain the deposit with no further payment required; (b) after the balance has been paid, and upto 4 weeks before the stay, we would keep the full deposit amount and return the balance, (c) within 4 weeks of your stay commencing, we would keep the full booking fee, unless we were able to sell the slot to another customer, in which case we would refund the balance only.

If for any reason we had to cancel the booking (see section below: Force Majeure), we would refund all monies paid and offer an alternative stay with us at a 20% discount. This will be the full extent of our liability and no additional compensation, expense or costs (such as travel or replacement lodging cost) will be payable. There will be no refunds for no shows.

Force Majeure

We won’t be deemed to be in breach of the Contract or otherwise liable to you by reason of any delay in performance or non performance is caused by circumstances beyond our reasonable control (e.g. if access to and use of our property is prevented by fire, flood, exceptional weather conditions epidemics, pandemics, destruction/damage, internet or other communications failure, blocked roads, war/terrorism, nuclear/radioactive disaster affecting us or our property – these are sometimes referred to as ‘Force Majeure Events’). In the unlikely event that we have to cancel your stay for any reason before your holiday is due to begin, then we would refund all monies paid and offer an alternative stay with us at a 20% discount. This will be the full extent of our liability and no additional compensation, expense or costs (such as travel or replacement lodging cost) will be payable.

Travel Insurance

We strongly recommend that you take out an appropriate travel insurance policy to give you peace of mind that your financial commitment is protected, should you be forced to cancel your holiday for any reason.

Arrival / Departure Procedures

Check-in time is after 4pm.
Check out is by 10am on the day of departure.

We expect guests to leave the cabin in a clean and tidy condition. All refuse and recycling must be deposited in the outside bins provided by the cabin or the wheelie bins provided by the car parking. Please leave all used bathroom and hot tub towels on the bathroom floor. Please remove ALL food from the cabin on your departure. We reserve the right to charge you extra if you do not adhere to this.

Breakages / Damages

We reserve the right to charge you an additional fee should the cabin be left in an unsatisfactory condition or if there is any damage to the cabin or the furnishings therein. It is requested that guests advise us in the event of an accident or any damage that may occur.

Smoking

Smoking is not permitted inside the cabins (including e-cigarettes/vapes). Please dispose of cigarette butts responsibly (use ash bins provided in the porch), and do not leave them on the cabin decking or surrounding areas.

Pets

Unfortunately, we are unable to accommodate pets of any kind.

Fires/Barbeques

Fires only to be lit in the fire pit provided at Fifinella Retreat. No outside fires to be lit at Gainsborough Retreat. Please do not use disposable BBQs – please only use the kettle BBQ provided and operate on the stoned or decked areas (DO NOT use inside the shack).

Chinese lanterns and fireworks are strictly prohibited. Pizza oven is only to be used where it has been set up for you.

Group Bookings

We regret we are unable to accommodate hen and stag parties.

Complaints Procedure

We take all comments from our guests very seriously and in the unlikely event that you need to make a complaint you may contact us directly by Whatsapp, telephone on 07445216877 or email us and we will respond. We will attempt to resolve any issues as soon as possible.

Code of Conduct

Noise pollution is taken seriously. We expect all guests to respect the beautiful rural setting, as well as our neighbours, and keep noise to a minimum. There should be no noise audible after 10.30pm.
We expect all our visitors to respect the quiet, unspoilt and tranquil nature of our site and look after the cabin you are staying in. Gates should always be shut behind you. Please pick up your litter and dispose of in the correct manner. We reserve the right to ask you to leave without refund if your behaviour is considered inappropriate or offensive.

Extra Visitors

By prior arrangement only, we may allow extra visitors on site during your stay (we reserve the right to refuse the request). All extra visitors must be off site by 10.30pm. Under no circumstances must the overnight occupancy of cabin exceed the number that we have been advised of at the time of booking. We shall be allowed the right of entry to the property at all reasonable times for purposes of inspection or to carry out any necessary repairs or maintenance.

Liability

We take no responsibility for any damage that occurs to your property or car whilst on site unless such losses have occurred as a direct result of our negligence. No responsibility will be taken for any personal injuries to yourselves or any of your party. The site is a rural, outdoor environment and it is your responsibility to ensure that you take all reasonable precautions to ensure the safety of yourselves and your family.

Vehicles

Vehicles are not allowed by the side of the cabins. Please park your car in the car park.

Age Restriction

We do not accept bookings from unaccompanied adults aged 21 or under.

Orcop TreeTops & Livery Yard

There may be times during your stay when people are undertaking equine activities (riding, paddock maintenance) or using agricultural machinery on site. Whilst there may be horses grazing in the paddocks nearby the cabin, please do not feed them as they have special diets.

Wood Fired Hot Tub Rules and Regulations – to ensure the safe and enjoyable use of the hot tub, guests are required to read and adhere to the following safety rules and user instructions.

Wood-Fired Hot Tub Safety Rules

• The stove is HOT during operations – especially the flue – as such WHEN THE STOVE IS ON, DO NOT EVER TOUCH IT.
• Enter and exit the hot tub slowly – do NOT jump or dive in and out of it!
• Due to increased heat present in a hot tub, you should NOT use the hot tub if you are under the influence of Alcohol. This also applies to any other conditions wherein bathing would be an issue; if you are unsure you should speak to your doctor about this.
• The lid for the hot tub should remain on whenever the tub is not in use to reduce debris and maintain temperature, but most importantly, to keep children from accessing it.
• Children should never be left in control of the stove while in use, and should also NEVER be left unattended either while bathing.
• For your own safety you should not bathe alone.
• Please use the floating thermometer to check the temperature is an ideal 40°C for use.
• Please do not allow the temperature to go above 43°C, as this could cause costly damage to the hot tub – you can add cold water from the hose pipe if you need to cool the temperature.
• Hot Tubs are not the same as a normal baths. Water does not cool as rapidly as it otherwise would due to the firewood burning. For this reason IF YOU FIND IT TOO HOT, GET OUT. It is also important to only use the hot tub for shorter periods initially. Otherwise you are in danger of becoming dizzy and perhaps even fainting.
• If you are elderly, pregnant or suffer from an illness that affects blood pressure particularly e.g. heart disease, diabetes, high or low blood pressure, or any other serious illness, you should consult a doctor before using the hot tub.
• People with skin, ear, genital or other body infections should not use the hot tub to avoid spreading infection.
• Do not use any contaminants such as bubble bath, oils etc in the water.

Hot Tub User Instructions

1. Read and adhere to the above Safety Rules
2. Change into a bathing costume; strictly no underwear or daywear allowed in the hot tubs.
3. Shower thoroughly with soap and water before using the hot tub to remove lotions, deodorants, creams etc.
4. Please place the hot tub lid on the stone next to the tub whilst it is in use. Do not dive into the hot tub. Take care when entering and leaving, the surfaces may be slippery when wet. Place two hands on the top rim when using the steps as these may also be slippery and unstable.
5. Keep glass and sharp objects away from the hot tub. Please only use plastic drinking glasses.
6. Please do not reheat the hot tub on the morning of your departure – you may use it in the morning, but only at the remaining water temperature.
7. Do not empty the hot tub yourself – we will do this on the morning of your departure.

If you have any other queries regarding your stay, please contact us via email, Whatsapp or telephone directly on 07445216877