Booking Terms and Conditions
We ask that guests read all our Booking Terms and Conditions prior to calling/making a reservation.
*Covid-19 outbreak. Owing to the difficult times and extra responsibilities placed on us to safeguard your health (and ours) during your stay, please read all T&Cs especially with regards to refunds and insurance. Please regard the social distancing advice during your stay.
Booking your Holiday
A deposit of a third of the price of the holiday cottage is required to secure the booking; the balance is due six weeks before the start of your holiday. If you book within six weeks of the beginning of your stay the full amount will be required. You can do this by filling out an online booking form with a number to contact you on, or by making a telephone booking with a card payment.
Please note that our minimum price/stay is for 2 nights. Short breaks may not available over the bank holidays or festive/peak periods, please contact us before submitting your booking form.
Arrival/ Departure. We accept guest arrivals up until 10:00pm; after which, special arrangements will need to be made directly with us (24 hrs in advance), to ensure that the accommodation remains accessible. Please call 01697 321439 and do check your booking confirmation for any dispensations made at the time of booking. Departure is strictly agreed at 10:00am latest; therefore charges will be applied (for extra cleaning and arrangement), without exception.
Ellen Hall Cottages are ideal for couples but unfortunately children & babies cannot be accommodated. Our holiday cottages sleep two people only and therefore we cannot accommodate families or group parties in single cottages.
***Filling in an online reservation form does not secure a booking. We require a deposit to ensure the cottage is booked in your name, please do not use the online form as an enquiry.***
If you cancel your holiday we cannot return any money received from you unless we manage to re-book the cottage*. If the cottage is re-booked at a discount, then we will send back money received from you minus the discount and any deposit paid (all deposit payments are non refundable). We will also retain a £30 cancellation fee from any money received. Your money will be sent back to you only upon a new/replacement booking being paid for in full, or from the date that the booking was to due commence.
We reserve the right to cancel any booking for which the balance has not been paid for in full, by the agreed time; the deposit in this instance is non-refundable.
Please note that refunds can only be made using the card used to pay for the booking. We do not keep card details for security reasons and therefore request that you call us with your booking number (found on the booking confirmation email). If you paid by cheque, please call us with your address details.
*Cancellations made within 4 weeks of the actual stay cannot be refunded. Further information on refunds can be found below.
All cancellations due to circumstances beyond our control are covered by the above conditions, please see below for our recommendations for insurance.
Covid-19 update: refers to bookings made after July 4th 2020 and only whilst social distancing and the virus prevention measures are necessary-
Our forced cancellation policy at present is that should restrictions be imposed which means that our business must close to holiday makers, we will offer you the choice of: a refund of all money (less £5 admin fee) or the issue of a full credit note towards a stay for another time. Any credit note that has been issued is not transferable to another person or property without our agreement. The credit can only be used toward a stay in a similar cottage and season/price bracket. This will not cover illness (including the requirement to isolate) on yours or your partner’s behalf or regional lockdown which does not affect our area, instead our usual T&Cs will apply.
ALL arrivals must be no earlier than 3pm, to allow us to fully clean, sanitize and ventilate your accommodation.
We do not provide holiday insurance at Cottages Made For Two so you may wish to consider taking out your own cover. Your household or car insurance brokers can probably arrange this.
Your insurance may cover you for circumstances that are beyond our control: including weather conditions, travel and your health.
We would kindly ask that anyone wishing to smoke does so in the grounds or courtyard as smoking is strictly not allowed inside any of the cottages or in their doorways. Please also refrain from smoking in the spa area.
A charge of £200 will enforced to cover the costs involved in professionally cleaning: furniture, carpets and curtains and all surfaces, to ensure following guests are not subjected to the smell of old cigarette smoke.
We do not charge a damage deposit although we reserve the right to charge for any replacements needed or any additional cleaning necessary to restore the cottage to the high standards that our guests expect, please leave the cottage as you find it.
Pet owners are asked to pay particular attention to the above request, and are reminded that animals are strictly not allowed on the beds or furniture, and are not to be left unattended in the cottage at any time. Because we do not make an additional charge for pets, we expect in turn that owners clean their accommodation thoroughly before leaving, especially upholstery and other soft furnishings.
All our cottages, except stables 2, accept 1 well behaved dog at no extra cost by prior arrangement. If you would like to bring a second dog it will be at our discretion. We ask that they are not allowed on the beds or furniture and are not left unattended in the cottages or grounds.
Please note that under no circumstances are dogs allowed in stables 2 because we keep this for people with pet hair allergies.
You are invited to exercise your animals on the far side of the stream across the bridges, or along the Bridle path which you can find at both ends of Ellen Hall rather than in the gardens. Please clean up after your animals to keep the grounds pleasant for other guests.
Refunds can only be considered if we are notified of your reason to request one before you vacate the property. You can do this by: emailing us, coming to Ellen Hall Farmhouse personally, or calling us and leaving a telephone message if we are out. We will then give you or arrange for a refund request form to be sent to you.
We cannot accept responsibility for any complaints or arrange to make a refund after you have vacated the property; as in most cases the cottage will made ready and occupied by the next guests that same day. If there is anything you are not satisfied with, we will be grateful to you for bringing it to our attention straight away, action can then be taken as soon as possible.
For facilities provided outside of the cottages, such as: hot tub, bike hire and laundry (not included in the accommodation price), refunds are not made due to said facilities not being available due to servicing/repairs.
Please note- Refunds will not be given if our terms and conditions are not adhered to, especially in regards to the above points on: Smoking, Damage and Pet Owners.
See above for refunds due to Cancellations.