We want our guests to relax and enjoy their stay with us, from the point of booking onwards. This includes not having to worry that you may lose the money you have paid us if you are prevented from taking up your booking by circumstances outside your control. At the same time, we all know that it requires some money to prepare and maintain the facilities you are going to use, even if it turns out that you are not able to do so.
To try to keep a fair balance between these interests, we will keep the money you have paid us in a Client Account until you arrive. If you are prevented from taking up your booking by circumstances outside your control we will refund you 75% of the total, retaining 25% in accordance with our Terms & Conditions. However, we will immediately offer your dates for booking by someone else and if we are able to re-book your cancelled dates we will refund the remaining 25%. The sooner you are able to let us know that you have to cancel, the more opportunity we will have to find a replacement booking and refund you in full.
If you have any concerns about these or other questions not addressed, please don’t hesitate to get in touch on 01823 451959 or email firstname.lastname@example.org.