Cancellation policy
We understand that plans can change. This Cancellation Policy explains how cancellations, changes and refunds are handled for bookings made directly with us.
1. Cancellations by the Guest
If you need to cancel your booking, please contact us as soon as possible using the contact details provided in your booking confirmation.
Our standard cancellation terms are as follows:
- More than 14 days before check-in: guests may cancel and receive a full refund, less any non-refundable payment processing fees, where applicable.
- 7 to 14 days before check-in: guests may cancel and receive a 50% refund of the accommodation cost.
- Less than 7 days before check-in: bookings are non-refundable.
- No-shows: if a guest does not arrive and does not contact us, the booking will be treated as cancelled and no refund will be issued.
2. Changes to Bookings
Requests to change booking dates are subject to availability and may be treated as a cancellation and new booking.
If the new dates are more expensive, the guest will be required to pay the difference. If the new dates are cheaper, any refund or credit will be at our discretion.
3. Non-Refundable Bookings
Some promotional or discounted rates may be clearly marked as non-refundable at the time of booking. These bookings cannot be cancelled for a refund unless required by law.
4. Security Deposits
Where a security deposit is required, it is held to cover possible damage, missing items, excessive cleaning, or breach of house rules.
Security deposits are normally released or refunded after check-out, once the property has been inspected. Deductions may be made where damage, loss or additional cleaning is required.
5. Cancellations by Us
In the unlikely event that we need to cancel your booking due to circumstances outside our control, we will contact you as soon as possible.
Where possible, we may offer alternative accommodation of a similar standard. If this is not available or not suitable, we will provide a full refund of any accommodation payments made to us.
6. Force Majeure
We are not responsible for cancellations, delays or changes caused by events outside our reasonable control, including but not limited to severe weather, natural disasters, government restrictions, utility failures, emergency repairs, or other events that make the property unavailable or unsafe.
7. Spa Access — Lake District Direct Bookings Only
Free use of offsite spa facilities is available only for direct bookings at our Lake District properties, subject to availability and the spa provider’s own terms and conditions.
Spa access is not included with London properties.
8. Booking Platforms
If your booking was made through a third-party platform such as Airbnb, Booking.com, Expedia, Vrbo or another booking agent, the cancellation policy shown on that platform will apply.