Booking payment and cancellation policy

You have the option to pay a deposit, this will depend on the property and when you are booking. For all stays in 12 weeks’ time or less the full balance is due at the time of booking.

30% deposit due at the time of booking for Journeyman, Oriana, Walden, Venn & Humboldt, full balance due 12 weeks before your stay. The booking is non-refundable after this point. If you cancel more than 12 weeks before your stay then you can receive a full refund of your deposit minus a £50 admin fee.

25% deposit due at the time of booking for The Oast House, full balance due 12 weeks before your stay. The booking is non-refundable after this point. If you cancel 12 weeks or more before your stay then you can receive a full refund of your deposit minus a £50 admin fee.

Any food bookings can be purchased at the time of booking or up to five days prior to your stay. Any extras must be paid for prior to your stay.

If you do not pay the deposit after making your booking request then we will release the dates after 24 hours. 

If the full balance is not paid 12 weeks prior to your stay then we will issue another payment reminder. If this remains unpaid after 72 hours then we reserve the right to withhold the deposit and release the dates. 

Checking in and out

Check in is between 4pm - 6pm and check out is at 10am.

These timings are so we can air the cabins and clean them thoroughly. On departure your cabin and the site are to be left clean and tidy. If anything is broken, damaged or lost, make sure you report it to staff (as soon as you can, and certainly before you check out). Keys must be left hanging on the hook. All rubbish/recycling is to be tidied responsibly. Please check you haven't left anything. Thank you!

If the cabin is not left in satisfactory condition then we reserve the right to charge for additional cleaning/maintenance. Similarly, if you have not left the property by 10am we reserve the right to charge a late check out fee as this has a knock-on effect for our changeover processes.

Security deposit

A hold will be placed on your card for a security deposit this is to cover any damages or additional fees incurred during your stay. The money will not leave your account and if there are no damages/additional fees then this will be released after your stay. In case of any issues then we will notice you before charging. 

Lost property 

We will post any lost property back to guests but postage and packaging will be charged beforehand and Brook House Woods will not be liable for any lost property. 

Minimum stay nights

Depending on the property there are minimum stay requirements;

Journeyman & The Oast House - three night stays

Oriana, Humboldt, Venn and Walden - two night stays

Arrivals are on Monday, Wednesday and Friday. We sometimes offer flexibility on this depending on room availability so please do get in touch and we will see if we can accommodate. 

Babies

If you are travelling with your baby, we can provide travel cots and high chairs just let us know when you book so we can let you know if they’re available. You will need to bring your own bedding and towels for your little one. 

Tennis Court

The tennis court is available to use all year round at your risk. You will need to bring rackets and balls. 

Room occupancy

Some of our rooms have different rates depending on occupancy, please make us aware so we can accommodate catering and housekeeping. If we find additional guests have been staying in the bedrooms, guests will be charged accordingly at check out. 

Dog policy 

Dogs are permitted in certain treehouses including Venn, Walden, Humboldt and downstairs in Journeyman. Dogs will be charged at £30 per dog to cover reasonable additional housekeeping costs. Maximum of 2 dogs per cabin. We provide a dog towel. We have outlined a few house rules below to follow should you decide to bring your dog: 

• Dogs should always be kept on a lead around livestock

• Dogs are strictly not allowed on beds and sofas

• Dogs or guests should not enter the hop fields (the ones with wire frames) as hops are very vulnerable to infection. 

• Dogs must be supervised at all times

• Owners should pick up any mess from their dogs 

• Dog towels are provided. Please bring your dog’s bedding with you. 

• If your dog has caused any damage or been in/on the bed or furniture then you will be charged accordingly. 

Smoking

Given our location, we are a smoke free site and kindly ask that you refrain from smoking or vaping while on site. Damage from smoking will result in a charge to ensure the cabin is returned to a satisfactory standard. 

Damages

Should any damages or theft be made to the property by guests during their stay, guests are fully liable and will be charged in full to cover the costs incurred. We also reserve the right to charge for excessive cleaning where the cabin has been left in an unacceptable condition.

Liability

Brook House Woods and Brook House Farm accept no responsibility for injury incurred anywhere on the site or in the cabin. 

Negligence

Guests will be held responsible for any fire, damage or alteration to the huts or other parts of the site caused by negligence. Tea lights and unenclosed candles are strictly forbidden inside or outside. Please do not leave anything on or rested against the wood burners.

Stolen Property

You are responsible for your property including your car whilst you are staying at Brook House Woods and we do not accept any responsible for your personal effects.

Woodburners, BBQs and Pizza Ovens

Do not place anything on or within 1m of the wood burner. Only use the pellets and firefighters provided for cooking on the pizza ovens. When leaving the cabin, ensure that you have put the wood burner in the power down setting. If you’re planning to BBQ, you can pre-order charcoal before your stay. 

Code of Conduct

No audio players are permitted outside of the accommodation. Guests agree to not act in any way which would cause disturbance to other guests or nearby residents. In exceptional circumstances we reserve the right to ask a party to leave is there is repeated noise and a request to keep things tranquil is ignored. This would mean that you have breached the terms of our contract so there will be no refund.

Customer complaints

If you have an issue during your stay please inform us as soon as possible either in person, by phone or email so that we can investigate and put it right. Please note, complaints received after your stay cannot be reliably investigated.