Terms & Conditions

Queenwood Holidays Terms and Conditions

Please take the time to read these Booking Terms and Conditions, we appreciate that it is tempting to skip the content but these things are important.

Our Agreement and Your Booking

Queenwood Holidays registered address is Queenwood Lodge, Queenwood Grove, Off Mill Lane, Prestbury, Cheltenham, Gloucestershire, GL52 3NG

A contract is made when your booking is confirmed by Queenwood Holidays. Queenwood Holidays do not hold any proprietary interest in the properties but merely act as agents for the owners (“the Owners”) of the property. The letting arrangements are made by Queenwood Holidays on behalf of the Owner and the contractual relationship in connection with the lettings is between the Owner and you.

You (“the Hirer”) agree to the terms and conditions and accept the contract on behalf of all members of the party and are responsible for making sure they adhere to our booking terms and conditions and that full payment is made. Please note that we are unable to accept bookings from anyone under the age of 18 years

Making your booking

To make a reservation you can book directly via our website or alternatively with Amy Tucker Brown on 07801 417252.

For all properties a 25% non refundable deposit is payable at the time of booking and the remaining balance is due 10 weeks prior to your arrival. Any bookings made within 10 weeks of arrival, will require full payment on booking. If payment is not made by this date, then we will assume that your holiday has been cancelled and we may re-sell the holiday to another customer.

Payment and Pricing

We accept the following forms of payment: Delta / Maestro / MasterCard / Visa or BACS transfer.

The holiday price paid at the time of booking will be the final price you pay and will not change, unless you make a change to your booking. Please note that we reserve the right to change our pricing/tariff at any time; however, this will not, under any circumstances, affect bookings already confirmed.

Booking Amendment

Your booking shall be in accordance with the details confirmed at the time of booking. Your booking is non-transferable and non-alterable. Requests to change confirmed booking dates must be made no later than 4 weeks prior to the arrival date. Queenwood Holidays will make every effort to facilitate a booking amendment, however requests are subject to availability and any additional costs.

An administration fee of £20 may be charged per booking for making any alteration to your booking and increased rates may apply for altered accommodation and/or timings. Where an alteration results in a reduction in duration and/or is for a downgrade in property, no refund will be given, but we will attempt to waiver our administration fee where possible. Once the contract is made it cannot be transferred to anyone else or changed (including the members of your party) without our agreement.

Allocation

Please note that whilst you may have requested a specific accommodation, we reserve the right to move your reservation to another accommodation of the same standard. We are unable to guarantee a specific accommodation number or if you booked more than one that these will be next to each other. This is in the event of any situation arising that we have no control over – such as maintenance issues etc. No refunds will be given in this instance. We reserve the right to amend your reservation into alternative properties, sometimes more than one property and to a different standard, should we deem it necessary. We will notify you of any changes and our reasons for this at our earliest convenience. No compensation will be paid in this instance

Booking Cancellation Policy

A booking can only be cancelled prior to the accommodation start date.

Should you need to cancel a booking please call Amy Tucker Brown on 07801 417252. We would also require written confirmation of this via email to stay@queenwoodholidays.com and must be issued by the lead name on the booking.

Cancellation charges are calculated from the date we receive your written instructions, please see table below

Please note that some separate charges, such as credit card charges, are non-refundable.

We highly recommend all of our guests take suitable holiday insurance.

Cancellation by us

Very occasionally, in exceptional circumstances, we may have to cancel your booking. If we must do so we will inform you as soon as possible and you will be offered either a full refund or alternative holiday arrangements. If we need to cancel your holiday due to circumstances beyond our control (Force majeure) we are unable to refund any monies paid. We recommend you have holiday insurance to protect you against this. If we cancel and refund your holiday, we will have no further liability to you

COVID Cancellation Policy

Should the government announce a lockdown with a travel ban, a restriction on your area mixing with Cornwall or vice versa, Queenwood Holidays will move your booking to a future date or refund your holiday depending on your preference, minus our standard £20.00 change to booking admin fee. We will always do what we can to assist in these most difficult times. We would kindly ask for as much notice as possible in these circumstances.

Should one of your named party test positive for Covid and there be a mandatory isolation period imposed by the government in such an event, with upto 3 days notice, we will move your booking to a future date or refund your holiday depending on your preference.

Your Reservation

Your booking will only be confirmed once the deposit has been paid. When you receive your confirmation of booking, please check the details carefully and email stay@queenwoodholidays.com if any of the details contained are incorrect.

If you have made a booking through an external agency please note your reservations is not confirmed until you have received written confirmation from Queenwood Holidays.

Before you arrive

We highly recommend to pre book your activities prior to your arrival –These include FlowRider sessions, Wakeboarding, Spa treatments and Restaurant Reservations at the Lookout restaurant. These can be booked by calling the resort on 01638 882400.

As part of my service to you I will be delighted to help in any bookings to ensure you of excellent service prior to your stay. From private chefs to surf school bookings, whatever I can do, please just ask. This is a free service.

Guests with a disability

If you have special requirements, please let us know at the time of booking. We will do our best to meet these requirements but they cannot always be guaranteed. If your special request is a necessity for you to be able to take a break, or any member of your party has restricted mobility or access requirements, please do make us aware so that we can ensure we do all we can for your comfort.

Single Sex Groups

Single sex groups are requested to inform Queenwood Holidays on booking. In addition a £500.00 security deposit is requested for these bookings should they be accepted. Single sex groups are reminded Retallack Resort is a family resort and as so, respect of noise, privacy and general courtesy to other guests is asked. Please note we reserve the right to ask any guest to leave who causes disruption to others with unacceptable levels of noise or behaviour.

General Information

Health and Safety

Please note Retallack Resort under Aria Resorts reserves the right to remove any facilities which are deemed unsafe due to health and safety reasons without prior warning.

For the safety and wellbeing of our guests, not all facilities within the resort are available to everyone and height restrictions do apply on certain activities.

Please be aware that there are a number of ponds and streams around the resort which can be a danger to small children.

Hot Tubs

Our hot tubs have safety and usage instructions in view on each tub. Please ensure you have read these fully before using the hot tub.

Your personal possessions

Please note that you are responsible for your personal possessions on the resort and in your holiday home- Queenwood Holidays are unable to accept any liability for any loss or damage of your personal belongings during your stay.

Arrival and departure times

Your accommodation will be available for you from 16:00hrs on your arrival day

Please kindly vacate your accommodation by no later than 10:00hrs on your departure date.

We are unable to guarantee an early check in, even where your travel arrangements result in you arriving on the resort prior to 4.00pm. You are more than welcome to use the facilities on site either side of these times.

Please be careful on property balconies and always supervise dogs and children on them. Balconies are used at your own risk. The layout of the accommodation varies, should you have a specific requirement for the bedrooms in the house please let us know at your earliest convenience.

Guest Complaints

From time to time guests may experience a fault with an item in one of our properties or be unsatisfied by presentation. The policy at Queenwood Holidays is that we are available 7 days a week to remedy any situation. We kindly request 48 hours to remedy items during week days and 72 hours over weekends ( however our aim is to attend extremely quickly). We ask that our guest reports an item to our house keeper Hannah Smaldon or Amy Tucker Brown. Please note that any complaint must be raised prior to departure. We are sure that Queenwood Holidays will meet all of your expectations, however, guests are reminded that any dissatisfaction must be notified within the first 48 hours from arrival.

Resort and Lodge facilities

Access to facilities that are advertised to be at Retallack Resort are correct at time of publication. Please note the AquaPark is not open in winter months and opens when the lake temperature is acceptable by Health and Safety but is estimated to be open April to end of October. The FlowRider is open year round as is the spa, indoor pool, gym and wellness. From time to time, facilities may experience faults and whilst the management of the Resort ‘Away Resorts Ltd’ will work to open these at their soonest opportunity, Queenwood Holidays can not be held accountable for this. In all holiday homes managed by Queenwood Holidays facilities and appliances are regularly serviced and checked. Should an item become unusable Queenwood Holidays will make every endeavour to have this made operational. Should this not be possible the use of a similar item in a neighbouring Queenwood Holidays managed home may be offered and where possible a replacement sourced. In the unlikely event that a hot tub, sauna or private swimming pool experiences a fault and becomes unusable during your holiday due to the availability of parts of specific labour required, the maximum refund award is £250.00

Breakages and damage the to property

We fully understand that accidental damage can occur during your holiday. We kindly ask that any items damaged or broken during your stay are reported at your your earliest opportunity to stay@queenwoodholidays.com. so that we may assist in any clear-up or replacement to ensure the enjoyment of your holiday.  Misuse and international damage to holiday homes managed by Queenwood Holidays will not be tolerated and the hirer (lead booking name) will be pursued for financial compensation in addition to any loss of earnings the property may incur.

Holiday Insurance and Lost property

Holiday insurance can be taken ahead of your stay. We ask all guests to check through your house prior to departure to ensure you have all your belongings with you. In the event of personal items being left at one of the holiday homes managed by Queenwood Holidays, please note we do not can not accept any responsibility for these items.  Should an item be located and require postage the minimum fee for this is £20.00 + P + P