- Hello, before we start. Welcome to Butterswood Lodge!
- These are our terms and conditions
Please read these terms carefully as they make up your agreement with us, together with your booking confirmation and the information on our website.
These terms and conditions apply only to booking contracts made with Butters wood Lodge online or by phone. We may need to update our terms and conditions. You can always find the latest version on our website. Whether you book online, by phone or in person, these terms affect every booking. If we make a significant change to our terms after you’ve booked, we’ll give you the option of cancelling for a full refund. If you’re not happy with our terms or have any questions about them, please call us on 07795 977532. Lines are open seven days a week, 9am – 9pm. Otherwise, we’ll assume you’ve accepted these terms.
- Who’s who in our terms and conditions.
Just so everything’s clear, here are the definitions of some of the things we say in our terms and conditions:
‘you’ and ‘your’ = the person who makes the booking
‘we’, ‘us’ and ‘our’ = Butterswood Lodge, Soff Lane, Goxhill, DN19 7NA
‘we both’ = both Butterswood Lodge and you
‘agreement’ = the contract between us based on these terms and conditions, any other conditions we refer to on our website, anything else we agree in writing and the terms of any booking.
- Contact us
By telephone: 07795 977532.
Lines are open every day from 9am – 9pm
- Planning for your holiday
- Who’s coming?
It’s only the people on the booking confirmation who can use our cottage holiday homes and facilities. So please check this as soon as you receive it, and make sure you tell us if any of the details of your booking change after you’ve booked.
The total number of people coming with you (including children and babies) mustn’t be more than the capacity of your cottage. In most cases, this will 4 people maximum – please check your confirmation carefully. Because if you do go over the maximum number, we’ll, unfortunately, have to turn away any extra people at check-in.
We want our holidays to be enjoyable for all of our guests. So, we may turn down some bookings – for example, from people we think might spoil things for other guests. And if you come to Butterswood Lodge and you’re unruly or anti-social, we’ll tell you to leave immediately, with no refund. We reserve the right to decline all-adult parties of any age, if they are not a family party.
- Bringing a baby
If you need a travel cot or highchair, you need to ask for it when you book and we’ll supply you with one. Unfortunately, we can’t offer everything that families with babies need at Butterswood Lodge and the cottages cannot be considered ‘child friendly’
- Bringing your children
When your children are at Butterswood Lodge they’re still your responsibility at all times, and must never be unaccompanied. They are very welcome to use our play facilities but please be aware that we do not accept any responsibility for any loss or injury whilst using the play facilities. Children must be accompanied by an adult at all times whilst using the play facilities.
- Guests with special needs
If you have special needs or are travelling with someone who does, please call our Special Needs Advisors on 07795 977532 to book your holiday. We’re open seven days a week, 9am – 9pm. They can give you advice and information about our site, cottages and facilities – and they’ll do their best to design you a great holiday.
We do, of course, accept Registered Assistance Dogs in all of our cottages and in all areas of our site. This does mean we can’t guarantee that we’ve never had any pets in our accommodation.
- Travelling in a group
We want to give you and everyone else at the site a great holiday. If you’re travelling as part of a group and you’re using more than one cottage holiday home, call us on 07795 977532 so we can keep everyone happy. Lines are open Mon-Fri, 9am – 9pm and Sat, 9am – 4pm.
If you haven’t made a group booking and arrive in a group, we may tell you to leave the site without a refund. We’ve designed our holidays with families and couples in mind. So, we usually turn down non-family bookings from people under the age of 21, and we don’t allow hen or stag parties. We may also turn down your booking (or turn you away) if you’re coming on your own and we feel the reason for your stay isn’t in line with our family-focused values. In such (very rare) cases we’ll give you a full refund. If you visit us as a group and are unruly or antisocial, we’ll tell you (and your entire party) to leave the park immediately, with no refund.
- Bringing a vehicle to Butterswood Lodge
We’ll do our best to give you a parking space next to your cottage holiday home – but we can’t guarantee this. If you’re planning to bring something that’s not a car with you (a lorry, van, motorbike, jet skis or boat, for example), please check before you book. We don’t have space and can’t accept noisy vehicles.
We’re really happy that some of our guests are using hybrid cars to help protect our lovely environment. While we’re working on ways we can help you charge your cars while you’re staying with us, please don’t use your cottage electricity to do this.
Visitor’s cars can be parked next to your cottage – but we can’t guarantee that there will be enough space.
- Special requests
Please let us know when you book if you’ll be celebrating something special while you’re with us, and especially if you’re planning to have a party or to wear fancy dress. We want to make sure your plans will fit in with the environment of our site, so we need to approve this before taking your booking.
If there’s anything else you’d like or need for your holiday, we’ll always do our best to get it for you. Please tell us when you book and put your request in writing, remembering to give us your phone number.
- Paying for your holiday
- Holiday Cottage Pricing
Beech, sleeps 1-4 – 1 double bedroom, 1 double sofa bed, 2 storey cottage
Oak, sleeps 1-4 – 2 bedroomed cottage, 1 double and 1 twin room that can be turned into a king size bed
Willow, Sleeps 1-4 – 2 bedroomed cottage, 1 double and 1 twin room, Dogs are allowed in this cottage, at a surcharge of £5 per pet per night.
Bookings can be made:
From 3 to 7 nights
£100 non-refundable deposit secures booking (will be taken off final bill)
Final settlement is on the day of arrival
£50 returnable deposit will be taken upon arrival for use of the gate fob (will be returned upon check-out following cottage inspection)
Check-in from 3pm on the day of arrival
Check-out by 11am on day of departure
- What you’ll pay
You’ll find up-to-date prices on our website. Once you’ve booked and have paid your deposit, we won’t change your holiday price.
If we find out we’ve undercharged you significantly because of a mistake on our part, we’ll get in touch to put things right. We’ll give you the choice of cancelling your holiday for a full refund or paying the full price. And if we’ve overcharged you by mistake, we’ll give you back the difference in price. Cottage prices include fishing for 4 responsible adults and all charges and any taxes or government charges that apply to your holiday at the time of booking.
- When to pay
We require a deposit of £100.00, which is non-refundable upon booking, if you cancel your booking, you won’t get your money paid back. We then require the balance to be paid on the day of arrival.
- Changing or cancelling your plans
- Want to make changes?
We know that people’s needs change – and we want to give you the best holiday we can. So, if you decide to change your booking, we’ll try our best to meet your needs. Unfortunately, what you want may cost more or may not be available. Please bear in mind that changing your dates within 56 days before your holiday starts may count as a cancellation. We will always try to accommodate changes to your holiday dates. But if this isn’t possible and you don’t want to keep to your original booking, this will count as a cancellation.
- Need to cancel your booking?
We always hope that you don’t need to cancel your holiday booking. If you do, please call our team on 07795 977532, as soon as you know so that we can offer you alternative options.
However, we will always aim to provide you with as many options as we can; for example, we may be able to change the date of your holiday, as an alternative to cancelling. Please call our team and we will discuss all possible options with you.
- If we have to change your holiday
We do everything we can to provide the great holidays we advertise on our website. But very occasionally we find we can no longer offer the holiday people have booked. If this happens to you, we’ll get in touch and offer you one of three options:
A replacement holiday that’s the same or even better than the one you booked
A replacement holiday that’s less expensive than the one you booked (together with the price difference)
A full refund
- When you’re at Butterswood Lodge
- Checking in
Admission is only permitted after registering at reception.
All guests spending the night at the site, must have their names on the booking form.
Check-in time; Guests can check in from 3pm.
If you’re planning to arrive after 6pm or are running late, please let us know so we can make arrangements for you.
We may ask you to leave a cash deposit with us when you check in. We’ll give this back to you once you have returned your gate fob – as long as your cottage holiday home is clean, tidy and not damaged.
Reception is open from 8 a.m. to 5 p.m. between 01/01 and 31/12.
Reception is unmanned after 5 p.m. Please inform the site while on your way there should you expect to arrive after this time, so that the team can provide information about your Cottage.
Arrivals and departures
Late arrivals must notify us as soon as possible. Your booking will be held for 24 hours. After this period the management reserves the right to re-let your Cottage Holiday Home.
No refunds/discounts for inclement weather, late arrivals or early departures.
There’s strictly no smoking of vaporisers, e-cigarettes and tobacco in any of our cottages. Smoking is allowed in the outside areas but we ask that all cigarette butts etc are picked up and placed in the bin. If any guests smoke inside the cottages they will be ask to leave the site with no refund
- Cutting your holiday short?
We hope you’ll have such a great time at Butterswood Lodge that you don’t want to leave. But if you do end up going home early, we won’t normally offer you a refund.
Let us know if you come down with something, we will offer all the help we can.
- If you leave something behind
Let us know as soon as you realise you’ve left something behind. We’ll do all we can to find it, although we’re not liable if this isn’t possible or if it’s damaged. If we find it, we’ll keep it in our lost property area.
- Personal belongings
We take all reasonable steps to safeguard Butterswood Lodge premises and hope you will have no cause for concern during your holiday but guests remain responsible for looking after their own belongings. Please remember to secure any vehicles or bicycles and try not to leave any valuable items on display. If you are bringing anything valuable on holiday you should check it is adequately covered by your insurance. We cannot accept any liability for loss or damage to your belongings unless it is due to our negligence.
- Check-out time
Check-out time is 11am. Your cottage will be checked for damage and if acceptable your £50 deposit will be returned.
Barbecues are permitted but must be raised off the ground and attended by an adult at all times.
Open fires are prohibited.
In the event of a complaint, please speak to reception immediately. Complaints which are not brought to the management’s attention during your stay cannot be dealt with once you have left the site.
Quiet hours must be respected between 10:30 pm and 8:00 am.
Radio, music and TV players must be kept at a low volume. Car doors and boots must be closed quietly.
The management reserves the right to deny access or terminate the stay of those guests whose behaviour is deemed unsuitable. No refunds will be offered.
You’ll need an Environment Agency rod licence (you’ll need to apply for this beforehand).
Dogs, (except Registered Assistance Dogs), are only allowed in Willow cottage, we allow up to 2 small/medium dogs to stay with our guests (as long as they are well behaved). The dog (s) will have the run of Willow Cottage’s enclosed garden but must be kept on a lead whilst on the grounds around the lakes. Owners MUST bag up and place in the bin provided, all dog excrement. If any dog is found to be unruly, anti-social i.e. excessive barking or being aggressive, we’ll tell you to leave immediately, with no refund. There is a £5 pet surcharge payable per night, per pet, which goes towards the cost of cleaning.
Motorbike(s) can be brought instead of the car(s) included.
- Keeping you safe and healthy
We do everything we can to keep you and your party safe (and, of course, we have to do what the law, Health and Safety Executive and local authorities say).
If there’s an issue at Butterswood Lodge we know about before you book, we’ll warn you. It’s important that you always follow our advice for staying safe while you’re with us. We don’t put lots of silly rules in place just for the sake of it, but we do have a few important ones designed to keep you safe. And here’s some of them: No guests must ever be in the water, if any of your property falls into the water you should ask the management to retrieve it for you. No guest should ever have electrical items near or in the water. No guest is to enter any areas with keep out notices on them. We want you to have fun at the site, but we need to ensure that we keep you safe. For that reason, we do not permit guests to fly drones at the site. If we are found legally responsible for loss of or damage to any personal possessions (including money), the most we will have to pay you and your party is £25.00 per person, as you are required to have adequate insurance in place to cover this kind of loss.
- Our promises to each other
We want you to have a great time at Butterswood Lodge. So here are some promises we’ll make when we accept your booking. And because it’s a two-way street, you’ll also be making promises to us when you book.
- Our promises to you
We’ll do our best to give you and the other people in your party a great holiday.
We’ll do our best to give you the holiday we’ve described on our website and in our agreement.
We’ll do everything we can to prevent things going wrong.
- Your promises to us
You’ll tell us who’s coming with you to Butterswood Lodge and you’ll only let the people on the booking confirmation into the site.
You’ll look after our cottage and facilities so that other people can enjoy them after you. And if you cause any damage, you’ll tell our Reception team straight away so we can sort it out.
You won’t spoil things for other guests by being loud, antisocial or a pain in the neck.
You – and everyone who comes with you – promise not to break any of our terms and conditions. If you do, we’ll ask all of you to leave the site immediately. No ifs or buts. And no refunds.
We hope you don’t have any mishaps while you’re with us. But if your accommodation is damaged by you or someone in your party during your stay, we have the right to recover the cost of this from you, including any extra cleaning costs. We may also go into your cottage at a reasonable time (and on reasonable notice) during your holiday to check the state of things. And if there’s an emergency we can come into your accommodation without warning.
- If you need to complain
Even though we’ll do all we can to give you a great holiday, things do sometimes go wrong. Here’s what to do if you need to complain.
If there’s something wrong with your accommodation or holiday, tell the reception team straight away so we can try to put things right.
If your holiday is over and you’re still unhappy, email our Guest Relations team at butterswoodlodge.co.uk or write to us at Butterswood Lodge, Soff Lane, Goxhill DN19 7NA within seven days of the end of your holiday. The letter or email must be from you (the lead booker) as you’re the person we made this agreement with. Please make sure you write your name on your letter or email and include your daytime and evening phone numbers.
Our Guest Relations team will find out what happened. We’ll try to write back to you within 14 days of getting your letter or email.
If when you check in to your accommodation you are not happy (with its condition or cleanliness, for example) and you’re still unhappy after we’ve tried to put things right, you can leave on the first day of your holiday and we’ll give you a full refund. Because we’re so sure of the quality of our cottages, we guarantee our accommodation. But please let us try to sort it out first. Otherwise, we can’t give you your money back.
- Our service charter
We’re always working hard to make sure everything is as you’d expect when you’re on holiday with us. In the unfortunate event that you have an issue, we promise to resolve it as quickly as we can. If you have an emergency issue such as loss of electricity, gas or water, or a major water leak we’ll work with our service providers to make sure your services are restored as soon as possible. We promise to fix it within 1 hour, 24 hours a day, 7 days a week. If we’re not able to fix an emergency issue within the time promised, we will give you a £50 ex gratia payment. Unfortunately, problems of this nature caused by external suppliers or regional outages are out of our control and won’t be subject to this ex-gratia payment.
If you arrive at your accommodation and find any of the following essential issues; cleanliness issues with the inventory (such as plates and cutlery), carpets, upholstery or the bathroom, kitchen, bedroom or living areas; problems with your boiler, cooker, fire, toilet, TV or shower; or if you need replacement of bed linen, pillows or duvets; we promise to fix it within 3 hours during our office hours, which are 9am to 5pm, 7 days a week. If we’re not able to fix an essential issue within the time promised, we will give you a £25 ex gratia payment.
- Fish Care
At Butterswood Lodge we consider fish care to be of the utmost importance. If anyone is found to be mistreating, mishandling, abusing or causing damage to any of our fish, whatever the size or species, they will be asked to leave the fishery with no refund.
Examples of mistreating fish:
- Keeping the fish out of the water for too long. Fish must be returned to the water as soon as possible.
- Not keeping fish wet. You must use pond water for this, not tap water.
- Dropping fish whilst stood up trying to take a photo or returning it to the water. If you do want to take a photo, the fish must be held as close to the ground as possible over an unhooking mat or cradle. And whilst returning it to the water it must be in a landing net, weigh sling or suitable carrying device.
- Handling the fish with dry cloths, towels etc.
- Using incorrect hook size and barbed hooks. Barbed hooks are not allowed, maximum barbless hook size is a size 10.
- Using braided line.
- Using fixed rigs.
- Using any banned bait. Please see our website or rules posted on the bait shop wall for a full list of banned baits.
- Laying fish on the ground or pegs whilst unhooking. Unhooking mats must be used at all times, with no exceptions.
The small print
- The holiday agreement
When you make a booking request, you’re offering to buy one of our holidays, and you’re agreeing to follow our terms and conditions. We do have the right to turn down your booking request – if, for example, we don’t have space or we think you’d spoil things for our other guests.
The agreement between you and Butterswood Lodge starts when:
We accept your booking and deposit – and give you a booking confirmation, or
We confirm your booking online or by phone.
Our contract is with you, as the lead booker. Don’t forget that you’re making an agreement with us on behalf of everyone coming to Butterswood Lodge with you. It’s up to you to make sure that they all know about these terms and accept them. This agreement doesn’t allow either us or you to transfer or subcontract any of the things in it without getting permission in writing. If a court or a similar organisation questioned any of these terms, the rest of the agreement would still be valid. It would also still be valid if we allowed you to do something that we wouldn’t normally allow under the agreement. When you make your booking, we’ll ask you for details of your permanent home address. We have the right to check this information against the electoral register – both to prevent fraud and to make sure we can contact you by post before or after your holiday if we need to. All guest’s resident in the UK are required to appear on the Electoral Roll, guests from outside the UK may be required to produce their residential address (such as a bank or credit card statement no more than 3 months old) and an item of photographic identification, such as a passport or driving licence. We want to maintain a safe and secure environment for you and your family and may ask for your identification on arrival. We don’t knowingly allow anyone to use, or visit, our site who is a convicted child sex offender, subject to the notification requirements of the Sexual Offences Act 2003, or subject to a Risk of Sexual Harm Order or Child Abduction Notice.
- When things are our fault
We’ll do our best to give you a great holiday, and we accept responsibility for things that go wrong that we should have foreseen or prevented when you booked. We’ll deal reasonably and proportionately with any claims for loss or damage that are our fault, and we’ll never try to avoid responsibility for things that the law says we can’t.
If you or someone you bring with you gets hurt in some way, or any of your belongings are lost or damaged, it will only be our fault if we really ought to have done something to stop it happening but didn’t.
- Things beyond our control
Unfortunately, we can’t take responsibility or pay compensation for things beyond our control that destroy or damage our cottages or facilities. Some of the things we mean by ‘things beyond our control’ are fire, flood, explosion, storm or other weather damage, break-in, criminal damage, riots or civil strife, industrial action, natural or nuclear disaster, adverse weather conditions, war or threat of war, actual or threatened terrorist activity and epidemics.
- English law
We’re based in Goxhill, so we’re subject to English law – which means that if it ever came to it (and we hope it never would), we both agree that English law would apply to this agreement. And if things went really wrong, we both agree to allow the English courts to make the decisions.
- Using your personal information (our data protection policy)
When you book with us, you’ll be giving us some personal information about you and the other people coming with you. We may use it to:
Handle your booking and give you your holiday
Pass on to other companies that have been involved in your transaction like insurance. We’ll only talk to you about your information. By booking with us, you’re agreeing that we can use the information as described – and you’re confirming that everyone who’s coming on holiday with you have agreed as well.
- The accuracy of our website
We do our best to make sure that our website is accurate.
You can’t copy anything from website (even photos) without our written permission. Nothing in our agreement gives you or the people who come with you any rights over our trademarks or other intellectual property. And you promise that you won’t acquire any rights to any of our trademarks or intellectual property.
- TV filming and photography
With this agreement, you give us the rights (free of charge) to anything containing your image (or the image of the other people with you) that’s made while you’re with us. (This doesn’t affect your own photos or videos of course!)
Get in touch with us, we’re here to help
The prices and booking conditions displayed supersede all those previously published.
Prices and booking conditions may be updated, changed or varied subsequent. Please see our website for the latest details.
Registered office: Butterswood Lodge, Soff Lane, Goxhill, DN19 7NA.