Terms & Conditions


1. Your Holiday Booking

Your booking is direct with the Owners, Waterways Holidays Ltd trading as Willowbank Lodges and subject to the booking Terms and Conditions as set out below. To make your booking, you will be requested to pay a booking deposit of 25% of the hire cost if your holiday start date is more than 8 weeks after the date of making your booking. If booking within 8 weeks of your holiday start date, full payment will be required at the time of booking. Your booking is not confirmed until either your deposit or full payment has been received.

On receipt of your booking deposit (or full payment if within 8 weeks of the start date of your holiday), a contract of hire will exist between you (hereafter referred to as 'the Hirer') and Waterways Holidays Ltd trading as Willowbank Lodges (hereafter referred to as 'the Owners').

2. Minimum Age of Hirer & Single Sex parties

We welcome couples, families and groups of friends but regret that we are unable to accept Stag or Hen party bookings or young groups of four or more friends where the age of the hirer (who must also be a guest) is less than 25.

3. Paying the balance of hire

Your balance of hire is due for payment, without demand, no later than 8 weeks prior to your arrival.

4. Variations of price

We reserve the right to vary prices without notice. The price of your holiday is however guaranteed once a booking confirmation has been received by you.

5. What is included in the price?

Your holiday hire includes use of the property from the time as specified in your booking confirmation until 10.00am on the specified day of departure. Your rental cost includes all bed linen and towels (one bath towel and one hand towel per guest), heating, electricity and water. Complimentary WiFi is provided for use by guests including via the large internet connected smart TV. Please read our full terms of usage in regards to the WiFi below.

6. Changes to your booking

After your booking has been confirmed, any changes will incur an administration cost of £50.00 to cover the cost of replacement paperwork. Changes within 8 weeks of the start date of your holiday may incur additional cancellation charges and all requested changes will be subject to availability.

7. Damages & Breakages

You are liable for any breakages or damages which you cause to the accommodation, its contents and to the surrounding property. Please report any incidents as they occur so we can deal with them immediately. We do not normally charge for minor breakages but would expect you to cover the cost of any repairs or replacement items of a more significant nature, such cost would be charged to your credit/debit card within 1 week of departure. Loss of keys will result in a flat fee of £30 per set of keys.

8. Cancellation by you

On confirmation of your booking, a contract of hire will exist between the Hirer and the Owners. In the event of cancellation by you 8 weeks or more before your holiday, your 25% booking deposit will be non refundable and you may be eligible to claim on your holiday cancellation insurance if taken (see item 11 below). Cancellation within 8 weeks of your holiday will forfeit the full hire amount paid (or due) unless the owners can re-let the property in which case only the 25% booking deposit will be forfeit to cover administration and re-letting costs. Optional cancellation insurance is available.

9. Cancellation by us

Should a property suddenly become unavailable for the dates hired by you due to unforeseen circumstances, all efforts will be made to offer suitable alternatives. If this is not possible, then all monies paid by you (the Hirer) will be refunded to you in full with no deductions but the Owners will incur no further liability of any kind. Under no circumstances will the Owners be liable to refund any amount exceeding the amount paid by the Hirer.

10. Liability

The Owners accept no liability whatsoever for any Loss, Damage, Injury or Accident to the Hirer or any member of the Hirer's party or property whilst in occupation of the property or its grounds insofar as this results from proven negligence of the Hirer or any member of the Hirer's party.

11. Cancellation and Personal Insurance

It is very strongly recommended that you have adequate personal and holiday cancellation insurance to cover you and all members of your party. This should be suitable for UK self catering holidays arranged independently of a travel agent and should include cancellation protection cover to safeguard you against loss of the cost of your holiday in the event of unexpected cancellation.

Under no circumstances will the Owners be responsible for loss of life, personal injury, medical expenses, accidents, damage to the Hirers property, personal effects or motor vehicle(s) and you should ensure that any insurance covers such eventualities.

Our system will offer you the option to add protection to your booking through XCover, which is a third party supplier. More information can be found online here.

12. Pets

1 medium/large or 2 small well behaved pets are welcome in any of our lodges at a charge of £30.00 per pet to cover additional cleaning. Please note that guests are responsible for the cost of any damages or excessive cleaning charges.

13. Smoking

For the comfort of all guests, smoking is no permitted anywhere inside the premises.

14. Noise Disturbances

All guests must endeavour to keep the noise at a level which will not disturb other people, especially between 22.00 and 09.00. The playing of loud music, excessively loud televisions or loud and offensive behaviour is prohibited at all times and the owners or their manager reserve the right to terminate the letting without notice if the guests cause a disturbance or nuisance to the other guests, owners or manager of the site.

15. Risks On-Site

Swimming in the lake or stream is strictly forbidden.

Whilst we welcome children to our log cabins, we must point out that the cabins are positioned very close to the stream and the lake; furthermore, there is a small river bordering the site. Children are brought at their parents’ risk and young children must be supervised at all times.

16. Electric Vehicle (EV) Charging

For the convenience of guests, a fast (7kW) Type 2 electric car charger is available at extra cost based upon the actual kWh used to charge your car. This is a non-tethered charger and you will need to bring our own Type 2 charging cable. Payment for charging can be made by credit or debit card or Google Pay and is made using a third party app 'Tap Electric' (https://www.tapelectric.app) which can be downloaded free from the Google Play Store or Apple App Store. You can sign up to reduce the rate per kWh by up to 10% or use as a 'guest' without the need to pre-register. The cost to charge will vary slightly based on current electricity supply costs but will always be set to remain competitive. Current charging cost will be shown on the 'Tap Electric' app prior to commencing your charging session.

17. Web Site & literature differences or omissions

Our web site and literature is intended as a guide to the properties and facilities only, and we reserve the right to make changes to the facilities provided or to the properties without prior notice. We regret we cannot accept any liability for errors mistakes or omissions which may arise from any differences between the properties or the facilities provided and our website or literature.

18. Terms of Use of Guest WiFi

Use of the complimentary WiFi is subject to the Terms & Conditions of Use which can be downloaded here. Connection to the Free WiFi network always implies that you have read and accepted these Terms of Use.