Frequently Asked Questions
Frequently Asked Questions
- Who are Luxury Lodges?
Luxury Lodges is a collection of self-catering resorts based in the UK. Our resorts are based in stunning locations in Ayrshire, Carmarthenshire, the Lake District, and North and South Cornwall.
- What methods can I use to book a holiday with us?
Visit www.luxurylodges.com or by telephoning our Reservations Team on:
+44 (0) 1994 426 006.
Please note, you must be over 18 years of age to make a booking.
- What are the payment methods?
Online bookings: We accept Visa or MasterCard payments to secure your booking with us. Payment will be automatically charged to your account within one working day.
Telephone bookings: We accept Visa, MasterCard and American Express.
Credit and debit cards will normally be authorised and charged to your account within two working days.
We do not charge an additional credit card fee.
- What are the booking Terms?
Bookings within 10 weeks:
Requires 100% of the holiday cost to be paid at the time of booking. Non-refundable or transferable.
Bookings outside 10 weeks:
A 25% deposit is required at the time of booking, then 10 weeks prior to the arrival date an automated e-mail prompt will be sent to you with a link allowing you to pay the remainder of your holiday or alternatively, our membership services team will give you a call and finalise the payment with you over the telephone.
The deposit is non-refundable.
- Payment of the final balance?
Online Bookings: Your booking confirmation will confirm the date when the final payment is due. Our membership services team will contact you via telephone to complete the final payment, alternatively you can contact them on telephone number: 01994 426 006
- Pricing and Best Rate Guarantee?
The most up-to-date prices for accommodation are shown on our website, we guarantee that we offer the best rates available. Any prices shown on our website or other communications are subject to regular review and may change throughout the day. The agreed price for your break will be quoted when you make a reservation and will be shown on the confirmation email. All prices are shown inclusive of VAT.
- Can I change or cancel my booking?
We understand that sometimes you are prevented or unable to take your break; please contact our Reservations Team at the earliest opportunity. We will do our best to make changes to your booking. We would require a minimum of 60 days’ notice to do this and cannot guarantee that an alternative date or resort would be available.
An administration charge may apply.
- Where are my confirmation documents and can I request a new confirmation?
Once your booking is confirmed we will send you, either electronically or by post, a confirmation showing the price of your holiday and any other associated charges. Please check the details on your confirmation carefully. If any of the details are incorrect you must inform our Reservations Team as soon as possible. Please ensure you present your confirmation to the resort upon arrival.
You are able to review your booking online at any time by visiting our website and sign into the ‘Update My Booking’ section of the site.
- Can I plan activities and extras prior to arriving?
You can add extras if available to your booking at any time by signing into the ‘Update my booking’ section of the website.
You can also plan in all of your activities by using the ‘Trip Planner’ and then emailing this to yourself too. (Clowance estate only)
All ‘Book Direct’ benefits will need to be booked directly with the individual resort such as: Spa Treatments and Segway Tours.
All ‘Book Direct’ vouchers will be provided to you when you check in. You can then redeem these whilst you enjoy your stay.
- What are the check in and out times for my booking?
The check-in time is: 4PM
The check-out time is: 10AM
If you will be arriving outside of these times, please contact the resort directly prior to arrival.
- What facilities do my accommodation and/or resort have?
All accommodation is self-catering, for a detailed list of the facilities in each lodge, please review the individual ‘Accommodation’ pages on our website.
For details of the estate’s facilities, please find the information on the ‘Facilities’ page on our website.
Travel to and from the resorts is the responsibility of the travelling parties.
You must use your accommodation and its contents with care and leave it in a clean and tidy condition on departure. We reserve the right to charge you for any extra cleaning, missing items or damage. We reserve the right to enter your accommodation at any time for any reasonable purpose, for example to make checks and carry out maintenance work or housekeeping.
The maximum number of guests in each accommodation unit (as stated on our website) must not be exceeded. If it is, we may move those additional persons to another accommodation unit and will charge you or them the appropriate full charge for the additional accommodation, from the date your party arrived for the holiday.
- Are towels and bed linen included?
Clean towels and bed linen is always provided.
- Is there a smoking policy?
Smoking is not permitted in any buildings, including accommodation (this includes e-cigarettes and tobacco), and it is only permitted where indicated on Resort.
- Can we bring pets to the resort?
We do not allow any animals, birds or reptiles to stay at our resorts or in any of the accommodation. Registered Guide Dogs may be accepted at prior agreement.
- Do we need travel Insurance?
We would recommend you take out holiday insurance.
- Who do I advise of any special requirements?
If you or any members of your party have any specific needs in relation to a resort (for example mobility requirements) please contact us to detail your requirements before making a holiday booking.
- I have lost some property?
Please contact the Resort as soon as you realise you’ve left something behind. We will do all we can to locate it for you, although we are not liable if this is not possible or if it is damaged.
Any such items will be returned to you, you will be responsible for the postage costs.
- What if I need assistance whilst on holiday?
Any assistance that you may require or concerns you may have during your holiday should be brought to the attention of a member of our team on resort. We aim to provide prompt assistance to you so that you can continue to enjoy your holiday.
Please review our terms and conditions below:
- We reserve the right to terminate any holiday booking without compensation, where we or the resort believes that the behaviour of any of the persons in your group does or might cause disruption to the resort. For the avoidance of doubt, you are directly liable to the resort for any damage caused during stay.
- Without prejudice to the clause above, we reserve the right to recover from you any costs incurred by us as a result of any damage caused by you or your party at a resort, including any compensation we pay to the resort or any other guest.
- Limitation of Liability.
We will not accept liability for any injury, loss or damage suffered by you or any member of your party unless death or personal injury is caused by our negligence or that of resort employees acting within the course of their employment and within the scope of their authority.
We try to ensure all information, photographs and accommodation descriptions have been compiled from the most accurate sources available at the time of going to press. It should be noted that some photographs and artists’ impressions are illustrative only. Some facilities may vary between the resorts, please read resort-specific information carefully. All details and information on the Luxury Self Catering resorts Website are correct at time of going to press/digital. Accommodation décor, size and layout may vary between resorts. Not all accommodation is identical to the pictures shown on the web site; also not all accommodation is at ground level. Luxury Self Catering Resorts may change these terms at any time by posting changes online. You should review these terms regularly to ensure you are aware of any changes.
If you have any questions please contact our Reservations Team on 01994 426 006.