Frequently Asked Questions
We understand the evident challenges we all continue to face around COVID-19, so we wish to provide assurance via our Stay Confident programme that your experience and stay will take place in a safe and healthy environment where the strictest hygiene procedures are in place.
Our measures are specifically designed to give you the customer confidence that we have robust processes and procedures to tackle the ongoing threat of COVID-19 and these processes are also endorsed by the World Health Organisation and the UK Government.
In addition our Book Confident assurance means if you book a stay which cannot go ahead due to government imposed travel or tier restrictions, we will work with you to move the booking to an alternate date where you can travel, or we will provide a refund in full.
The majority of our properties offer WI-FI, you can search under features on our website to identify which properties offer this. It is also confirmed on the property description for each retreat. Please note that some retreats are in areas with a faster and more reliable connection than others and some have satellite provision. The property owner nor we have control over the provision of the service and the owner is only responsible for ensuring that the equipment in the house (router etc) is functioning. If the service is not available during your stay, for reasons over which the owner has no control, then no compensation for loss of this service is applicable.
Properties that welcome pets are clearly indicated via the features section on our website. If the property does not display this feature, then unfortunately the property does not accept pets. Fees apply per pet when added to the booking. The rules around pets can be found within the booking terms and conditions.
Assistance dogs and registered dogs are allowed in each of our retreats, even if the feature states that pets are not permitted.
We will always try to be as accommodating as possible to honour requests for early arrivals and late departures, however all changes to the specified arrival and departure times must be by prior agreement. Please check your booking confirmation for specific arrival and departure times for your property. Late departure may be possible by arrangement during your stay if there is no following booking expected. If there is a booking following your departure day the standard checkout time will apply. Charges may apply for early arrivals and late departures.
Stag and Hen parties are not permitted as a rule at any of our retreats, however we ask that contact is made with our team at firstname.lastname@example.org for further information regarding this. In the event that an unauthorised Hen Party or Stag party is booked, Retreat Group reserves the right to cancel the booking at the time of arrival with no refund given.
There are a range of supermarkets that deliver to the majority of our retreats. Use the retreat postcode to check if your chosen supermarket will deliver. Please ensure you book your delivery slot after your specified arrival time in your booking confirmation on the day of arrival and that there is someone there to sign for it.
There is a small quantity of wood provided to get you started, this is normally sufficient for 3 days. We can arrange a wood delivery, and this is more cost effective than buying bags of logs from nearby. For weekly breaks we suggest an order of 2 cubic tons. This can be added at point of booking, or by contacting our team at email@example.com
Your booking confirmation will give specific travel details unique to your retreat based on its location. Our team can assist by contacting firstname.lastname@example.org
An enclosed garden is considered to have walls, hedges or fences surrounding it, offering some degree of privacy. This does not guarantee however that the garden is pet proof or child friendly, this is the same for decked and patio areas. Specific information regarding a retreat can be found by contacting our team.
There is no additional cost for gas, electric or water, these costs are included in the cost of your booking.
Bed linen and towels are provided at no extra cost, however cot linen isn’t supplied, even if you have requested a cot.
Many owners provide cots and highchairs in the retreat, however, to be sure please ensure you enquire at point of booking and check the property features. Cots and highchairs provided will always conform to British or European standards. If they are damaged, please inform us immediately via email@example.com
Cot bedding isn’t provided in any of our retreats, meaning you will need to provide your own even if we are supplying a cot. This includes cot pillows and blankets.
All our retreats offer fridge freezer and cooking facilities. The individual property specification will provide details of what is provided within the retreat.
Each of our retreats differ and have varying degrees of accessibility. Where possible we outline the key accessibility features of each property. We recommend that you contact our team on firstname.lastname@example.org to discuss any specific accessibility needs which you feel may need prior discussion or clarification.
We ask that all retreats are left in a similar condition upon departure as you found them. Generally, there is not a cleaning fee for our retreats unless heavy additional cleaning is needed after you leave, or you have failed to leave the property in the same condition as you found it. Charges will be applied where customers have left a property in an unacceptable condition or where damage has been caused.
All of our retreats are non-smoking, this includes vaping and electronic cigarettes.