Terms & Conditions
Booking Terms and Conditions – Mendip View Hot Tub Lodges
1. General
Your enjoyment and safety are paramount and therefore we ask you to read the following Booking Terms and Conditions before making your booking.
In these Booking Terms and Conditions ‘you’ means all people named on our booking system. The term ‘we’, ‘us’ or ‘our’ means Wookey Hole Ltd, who own and operate Mendip View Hot Tub Lodges. Your contract is with Wookey Hole Ltd.
These Booking Terms and Conditions form part of your contract with us.
2. Your Holiday Booking
2.1 All holidays offered with us are for the sole purpose of holiday lettings and you agree to only occupy the property for holiday purposes.
2.2 The maximum number of persons in letting units is determined by the number of berths and all persons staying must be included in the booking reservation. This provision is subject to clause 3 of these Terms and Conditions
2.3 Reservations must be guaranteed at the time of booking, this can be done with a credit or debit card. Please note that special package offers which include food, tickets or additional items may be subject to separate terms and conditions – please contact us for further information.
2.4 Once you have made your booking and paid the deposit, the price of the holiday will not be subject to any change unless the rate of VAT changes or you ask us to amend your holiday.
2.5 Any discounts, offers or promotions need to be stated at the time of booking; once a reservation has been made, we will be unable to amend the booking to include these. Wookey Hole Ltd reserves the right to withdraw or change any of its promotions without prior notification.
2.6 Reservations are non-transferrable and must not, under any circumstance, be sold or otherwise transferred to a third party who is not a member of your group. It is forbidden to market, advertise or offer for sale any Wookey Hole Ltd reservation.
2.7 The person who makes the booking is the responsible individual and warrants that they are over 21 years of age and will be in attendance throughout the duration of the holiday.
2.8 Please inform us of any discrepancy within 7 days unless your holiday is to start within 14 days, in which case you should inform us within 24 hours. The terms contained in this contract do not affect your statutory rights.
2.9 We do not accept bookings from or allow anyone to stay on the park site who is or has been listed on the Violent and Sex Offenders Register (or any register which supersedes this), or anyone who is subject to a Sexual Risk Order, Child Abduction Notice or any similar order, court proceedings or register. By making a booking, you are confirming that no one in your party is or has been on any such register, subject to any such order or otherwise the subject of any such court proceedings.
2.10 We reserve the right of entry to our park, and the right to refuse entry to our park without notice.
2.11 We reserve the right not to accept your booking or to cancel it if we are required to do so by any law or government regulation.
3. Group Bookings
3.1 We do not accept group booking of more than two letting units.
3.2 For such purposes, members of the same family and/or friends who book multiple accommodation units at the park on the same date and are adjudged to (i) previously be known to each other; (ii) travelling together; (iii) reside at the same address; or (iv) travelling for the same purpose such as a local event, will be considered as a group for the purpose of these terms, irrespective of whether separate bookings have been made. If you have not made a group booking and arrive in a group, or are pre-known to each other, we may tell you to leave the park, without a refund. If we do accept your group booking, and as a group you are unruly or antisocial, we will tell you (and your entire party) to leave the park immediately without a refund.
4. Prices
4.1 Prices listed are in UK pounds and include VAT at the current rate of 20%.
4.2 If we have mistakenly under-priced an accommodation type, we will not be liable to supply that item to you at the stated price, provided that we notify you within 72 hours of the booking being made. In those circumstances, we will notify the correct price to you so you can decide whether or not you wish to stay with us at that price. If you choose not to continue the booking at the new price stated, then you will be able to cancel the reservation free of charge without any penalties. We will notify you by email, post or phone within the 72-hour period, if however we have no response within that time, we will automatically cancel the reservation and send you a cancellation confirmation of the booking.
5. Payments
5.1 We accept payment by credit or debit card (except diners and Amex). We only accept payment in pounds sterling.
5.2 A deposit of £50.00 per letting unit is payable at the time of booking and is non-refundable.
5.3 The outstanding balance is due a minimum of 28 days prior to your arrival date.
5.4 If the outstanding balance is not paid in time, we will cancel the booking and retain your deposit.
5.5 If you book less than 28 days before the start of your stay, we must receive full payment of the total cost when making the reservation.
6. Changing your accommodation
We reserve the right to move / reallocate your reservation to alternative accommodation of a similar or higher standard. There will be no additional cost for this and where possible, we will give you advance notice of the change. No refunds will be given unless we need to downgrade your accommodation to a cheaper alternative, in which case you will be refunded the difference.
7. Cancellation of your holiday
7.1 We reserve the right to cancel any reservation under the following conditions:
7.1.1 the accommodation becomes unavailable to book for reasons beyond our control, such as closure or damage to the property, or booking system errors.
7.1.2 we become insolvent or enter into liquidation or receivership.
7.1.3 to avoid violation of these conditions.
7.1.4 if it may prejudice the reputation, or cause damage to, the accommodation.
In any of these circumstances at clause 7.1.1 – 7.1.4, we will refund any advance payments but will have no further liability to you.
7.2 We reserve the right to cancel any booking for any reason provided you are notified within 24 hours of that reservation being made.
7.3 You may cancel your booking at any time in writing to us. Any cancellation will only take effect on the date it is received by us.
7.4 We shall only be liable to refund you the following percentages of the total price:
7.4.1 Cancellation more than 28 days before the first day of booking, full refund minus the deposit paid.
7.4.2 Cancellation between 8 and 28 days before first day of booking, 50% refund minus the deposit paid.
7.4.3 Cancellation 7 days or less before first day of booking 0%.
8. Events beyond our control
Unless we say otherwise in these booking conditions, unfortunately we will not be legally responsible either jointly or individually for any compensation if we are prevented from carrying out our responsibilities under this contract as a result of events beyond our control.
This means an event we could not, even with all due care, expect or avoid, including (but not limited to):
• strike, lockout or labour dispute
• natural disaster
• pandemic
• acts of terrorism, war, riot or civil commotion
• malicious damage
• keeping to any law or governmental order, rule, regulation or direction
• accident
• breakdown of equipment or machinery
• insolvency or bankruptcy of an owner or service provider
• fire, flood, snow or storm
• difficulty or increased cost in getting workers, goods or transport and other circumstances affecting the supply of goods or services
9. Arrivals and Departures
9.1 The check-in time for Lodges is from 4:00pm and check-out is by 10:00am.
9.2 If we have not heard from you within 24 hours of your expected arrival, we reserve the right to re-let your lodge.
9.3 We do not provide refunds for early departure unless it as a direct result of a breach of some obligation on our part.
9.4 Failure to depart by the stated time will incur charges of one extra night’s accommodation. If you require a late check-out, please speak to reception on arrival and we will do our best to accommodate this. Additional costs will apply.
10. Vehicles
10.1 One vehicle can be parked next to the pitch or letting unit; any extra vehicles will be accommodated, if possible, in the overflow car park.
10.2 Please do not charge electric cars from the domestic sockets inside the accommodation. They are not designed for this purpose. This is not covered by our insurance due to the potential risks. The nearest charging station is located at Tesco’s in Wells, BA5 2DZ (1.5 miles from Mendip View Hot Tub Lodges).
10.3 All vehicles must conform to the Road Traffic Act and have current tax, MOT & insurance.
10.4 Provisions of the Highway Code apply to all roads at the park. Vehicles must be parked in designated areas and pathways /roadways must be kept clear.
10.5 No lorries, commercial or sign written vehicles will be allowed on site without prior approval.
10.6 No mechanical, repair work or car washing is allowed on site.
11. Right of entry
11.1 We are allowed to enter the accommodation (without letting you know first if this is not practical or possible) if special circumstances or emergencies happen (for example if repairs need to be carried out) or if you break any of these booking conditions or any other terms that apply to your booking and/or the accommodation.
11.2 We are allowed to enter the accommodation to inspect it (including but not limited to where you have complained about the accommodation). If this happens, you will be given reasonable notice first.
11.3 You agree to allow us (including workmen) access to the accommodation as required.
12. Loss and damage
12.1 You are responsible for any loss or damage to the letting unit and its equipment and will be charged accordingly for replacement items / repairs. If you discover that anything is missing or damaged on arrival, please notify reception immediately.
12.2 You are required to leave the letting unit in the same condition that you first occupied it; clean & tidy.
12.3 We do not accept any liability for any damages, loss or injury to any member of your party or any vehicle or possessions, unless proven to be caused by a negligent act by us or our employees or contractors whilst acting in the course of employment.
13. Standards of behaviour
13.1 By making a booking with us you have entered a contract in which you undertake, on behalf of yourself and the people in your party to adopt the following standards of behaviour:
• To act in a courteous and considerate manner towards our staff and other guests.
• To supervise children properly so that they are not a nuisance or danger to themselves or others.
• To be considerate to your neighbours and local residents and keep noise to a minimum between 10pm and 8am, with absolute quiet between 11:00pm and 7:00am.
• To adhere to speed limits on site.
13.2 You further agree that you will not:
• Commit/undertake any criminal offence/activity on site, including the use of any unlawful drugs.
• Commit any acts of vandalism or nuisance.
• Keep or carry any firearm or any other weapon, including air rifles, imitation guns or bow and arrows.
• Create any undue noise or disturbance.
• Carry on any trade or business while on the Park.
• Use any of the following on site as they may pose a danger to other guests and their units: model aircrafts, drones, kites, sky lanterns.
13.3 In the event of behaviour falling below the expected standards, you will be asked to leave and no refund will be provided. Our decision is final.
13.4 We have a zero-tolerance policy on violence and abuse of our staff and guests. Anyone acting in a violent or abusive manner will be asked to leave and we will not hesitate to call the police to protect our staff and other guests.
14. Hot tubs
14.1 For those units with hot tubs, we will do our best to have your hot tub ready for you on arrival. However please bear in mind that they can take up to four hours to reach maximum temperature. This means that during busy periods we cannot guarantee that the hot tub will be ready before 6:00pm and even a little later in cold weather.
14.2 A member of our team will perform routine checks of your hot tub, once each day, to check the temperature and top up the water level where necessary and ensure the correct levels of chemicals in the water.
14.3 From time to time, the hot tub jets and pump will activate on their own accord. This is a normal part of the filtering and heating process.
14.4 Hot tubs will not be available for use on the day of departure due to our cleaning process ready for the next guests.
15. Hot Tub Rules and Guidelines
For your safety there are rules and guidelines that must be adhered to when using the hot tub. You acknowledge and agree to the following:
• We cannot be held responsible for your safety whilst you are using the hot tub. Please take care when entering and leaving the hot tub, likewise, please take care on the decking by the hot tub as water from the tub can cause it to be slippery.
• The maximum number of people in the hot tub must not exceed the number of available seats.
• Pregnant women, and persons with heart disease, low or high blood pressure, circulatory problems, or diabetes should consult a doctor before using the hot tub.
• Persons using medication should consult their doctor before using the hot tub. Some medications may cause drowsiness, do not use the hot tub if your medication induces drowsiness, affects your heart rate, blood pressure or circulation.
• The temperature of the hot tub is pre-set and cannot be changed.
• You are encouraged to take a shower prior to entering the hot tub to ensure that no contaminants i.e. hair products, make-up, tanning products, oils, creams and lotions etc. enter the water as this can upset the chemical balance of the water and can result in allergic reactions. This may result in the hot tub being drained, cleaned and re-filled, for which there will be a charge of £100.00.
• If any allergic reaction occurs leave the hot tub and rinse off in the shower. If the reaction persists, please contact our Reception team.
• All children under the age of 16 must be accompanied by an adult at all times when using the hot tub, children under the age of 5 are not advised to use the hot tub.
• Please avoid submerging your head under the water or allowing the water to enter your mouth. Do not drink the water.
• Please do not use any glassware or crockery in the hot tub. If glassware is broken this will result in the hot tub being drained, cleaned and refilled, for which there will be a charge of £100.00.
• Please do not take food in the hot tub.
• Please take all hanging jewellery off before entering the hot tub and any loose articles of clothing that may get caught in the rotating jets and other moving components.
• Please do not jump into the hot tub or play ball games in the hot tub. Pets are not allowed in the hot tub.
• If any fault or damage occurs with the hot tub, please contact our Reception team at the earliest convenience.
• If the hot tub becomes unusable during your holiday break due to your negligence; a charge of £100.00 may be levied. This will cover the cost of emptying, cleaning, recharging it with water and chemicals, and reheating it.
• You may be held responsible for any damage caused to the hot tub and any cost involved will be charged for.
• Prolonged exposure to hot water can lead to dehydration, overheating, and other health issues. Alcohol can impair your judgment and increase your risk of drowning or passing out and it is therefore recommended that guests do not drink alcohol whilst in the hot tub.
• Spa heat speeds up effects of alcohol, drugs, or medicine and can cause unconsciousness. Immediately leave the hot tub if uncomfortable or sleepy.
• Water attracts children – always attach the cover when you have finished using the hot tub.
16. Dogs
16.1 Dogs and responsible owners are welcome; however dogs are only permitted in units that are allocated as being pet friendly. For information about access to Wookey Hole Caves, please see the Wookey Hole website for further information.
16.2 Dogs must be on a lead at all times, and we ask you to clean up after your dog.
16.3 Dogs must not be left alone in accommodation for any extended period of time.
16.4 In accordance with the UK Dangerous Dogs Act (1991), the following breeds (and any associated crossbreeds) are strictly prohibited from being brought onto the site, whether accompanied or unattended: Pit Bull Terrier, Japanese Tosa, Dogo Argentino, Fila Brasileiro, XL Bully. Any other type of dog, which in our opinion presents a danger or alarm to other guests, may also be excluded.
17. Smoking/vaping
We consider the use of e-cigarettes the same as cigarettes and as such, all legal requirements should be adhered to in their use during your stay. Smoking/vaping is not permitted inside any enclosed public buildings nor any of the accommodation provided by us. If you are found smoking/vaping or having smoked/vaped inside a unit you will be charged a penalty of £100.00.
18. Naked flames
We have a no naked flame policy on site and do not allow open fires, barbeques or fire pits.
19. Other matters
19.1 We do not accept any liability for any damages, loss or injury to any member of your party or any vehicle or possessions, unless proven to be caused by a negligent act by Wookey Hole Ltd or our employees or contractors whilst acting in the course of employment.
19.2 Lost property – where possible/practical we will aim to return any items of lost property by post – guests will be required to cover the cost of postage. All items posted will be at the owner’s risk and we accept no responsibility for lost or damaged items once they have been handed over to the postal service.
19.3 Generators are not permitted on site.
19.4 The natural conditions of the park are not to be disturbed; no cutting, digging or damaging nor tree climbing.
19.5 Litter is to be disposed of properly in the designated refuse area(s).
19.6 No signs or advertisements are allowed to be displayed.
19.7 Day guests are not permitted to bring pets into the Lodges.
19.8 Travel cots and high chairs are available to hire. Please ask for further details at Reception.
19.9 The charging of E-bikes and E-scooters from the domestic sockets in the accommodation is strictly prohibited due to the associated risks. We politely request that these devices remain in your vehicle when not in use.
19.10 Bicycle use is permitted during daylight hours only – helmets are advised.
20. Access statement and policy
20.1 We seek to provide the very best service to all our guests and have an accessibility statement available which describes the facilities we have to offer.
20.2 Click here to view the accessibility statement for Mendip View Hot Tub Lodges.
20.3 If you wish to discuss any other special needs, please tell us at the time of booking.
21. Our complaints policy
21.1 Even though we will do all we can to give you a fantastic holiday, things do sometimes go wrong. Here is what you need to do if you need to complain.
21.1.1 If there something wrong with your accommodation or holiday, tell the Reception team straight away so we can try to put things right. Claims may be reduced or rejected if we have not been given the opportunity to put matters right or investigate your concerns whilst you are on site.
21.1.2 If your holiday is over and you are still unhappy, you must, within 14 days of your departure date, write to us at Wookey Hole Ltd, Wookey Hole Caves, The Mill, Wookey Hole, BA5 1BB or [email protected] explaining the situation. The submission must be made by the person that made the booking, as the Booking Summary is in their name.
21.1.3 We will review and investigate your complaint, and we will try to respond back to you within 14 days of receiving your letter.
22. Your Information
We will never share your personal information with anyone else. We may from time-to-time email you offers or events. If you would rather not receive these then let us know by unsubscribing, calling or emailing [email protected] with REMOVE in the subject line. We may also disclose your data to Campstead Ltd who may contact you, inviting you to complete a questionnaire and review regarding your stay at our park.
CONTACT
Mendip View Hot Tub Lodges
Wookey Hole Ltd
The Mill, Wookey Hole, Wells Somerset, BA5 1BB
The Mill, Wookey Hole, Wells Somerset, BA5 1BB
