Terms and conditions of your booking
The Holiday Contract
The following terms and conditions (the booking conditions) will apply to your booking. The person who books the holiday by telephone, Internet or travel agent will be accepting the booking conditions on behalf of the holiday party. A contract between you and Brockwood Hall will come into existence.
The contract binds you and all members of your party. It is your responsibility to ensure that all members of your party accept the terms of the contract set out in these terms and conditions of booking. Failure to disclose all relevant information or comply with these terms may lead to termination of the contract and loss of booking. We reserve the right to decline or terminate the booking of any guest(s) whose party make up or behaviour interferes or may interfere with the general comfort of other guests. In this event no refunds will be made.
Deposits: If your arrival date is greater than 56 days away, a £100 deposit (or 10%, whichever is greater) will be required to secure your booking. If arriving within 56 days, the full balance of the holiday is payable, unless other arrangements have been made.
Full Balance: This is due no later than 56 days prior to arrival. We do not send out reminders, and therefore your responsibility to ensure the balance is paid on time.
Payments accepted: Credit/Bank cards or Cheque. We do not accept payment on arrival.
Changes to your holiday by you
After you have paid your deposit you may wish to change some elements of the holiday, eg type of accommodation or lead name. Please contact us to do so. Substantial changes, such as a change of holiday date will be treated as a cancellation (see below).
Any changes must be made at least 8 weeks before the holiday date, and be confirmed to us in writing by the same person who made the booking, or their travel agent. Where changes are sought to be made within 8 weeks of the start of the holiday it will be treated as a cancellation, and be subject to cancellation charges as outlined below.
If you cancel your booking
As soon as you know you need to cancel, call the Reservations team on 01229 772329 (calls charged at standard national rate), or see your travel agent and confirm the cancellation in writing.
The letter must be signed (where possible) by the person who made the booking or their travel agent.
If you have not taken out a cancellation plan*, cancellation charges are calculated as follows from the date your written instructions are received.
|Length of time
56 days or more
7 days or less
30% of holiday cost
50% of holiday cost
90% of holiday cost
100% of holiday cost
If you have not arrived by 8am on the morning after your break was due to commence or contacted Brockwood Hall to confirm when you will arrive, we will assume that the break is cancelled and the total holiday cost will be forfeited.
*Brockwood Hall does not offer a cancellation/insurance plan. We recommend that you take out suitable holiday cover for peace of mind.
Changes to your holiday during your stay
We limit changes to your holiday during your stay, however we cannot accept responsibility or compensation for circumstances such as force majeure*
* Force Majeure means circumstances beyond our control including (but not limited to) industrial disputes, natural disasters, fire, technical problems, bad weather and acts of government.
If we make any major alterations to your booking
We try very hard to provide all facilities and entertainment as advertised in our website and brochure. It may however be necessary to make some alterations in advance of your holiday. If such changes are necessary, we will endeavour to advise you, or your travel agent in writing as soon as possible, and give you the option in the section entitled “if we cancel your booking”. For minor or last minute alterations, please see the section entitled “Availability of facilities and entertainment”.
If we cancel your booking
We always endeavour not to change the date or cancel your booking, but in exceptional circumstances this may be necessary. We will inform you of the change of date or cancellation as soon as possible and give you the following options.
a. accept the alternative arrangements as notified to you
b. choose another available break from us at the advertised price
c. cancel your holiday with a full refund of any money you have paid
In other circumstances, including those arising from force majeure*, we do not pay compensation.
* Force Majeure means circumstances beyond our control including (but not limited to) industrial disputes, natural disasters, fire, technical problems, bad weather and acts of government.
Limitation of Liability
We accept responsibility for those arrangements for your holiday that are within our control, but we cannot accept liability for any injury, loss or damage suffered by you or any member of your party, unless one of the following applies:
1, there was wilful default by us, our employees or agents; or
2, death or personal injury was caused by the negligence of Brockwood Hall, or employees or agents.
No action can be taken in respect of any complaint not brought to the attention of the Duty Manager. Please see the section entitled “if you have a comment” for full details of our customer services policy
Please note that all points covered in the “information about your holiday” (see enclosed sheet) form part of these Conditions of Booking. All bookings are subject to these Conditions of Booking and to availability.
The information you give us in connection with your booking is held securely on our computer system and dealt with in accordance with the Data Protection Act. By providing us with the information you are deemed to accept this and to have the consent of all members of your party to this. We keep this information to help us improve our service to you and to provide you with information about our holidays by telephone, e-mail and post. If you have registered to receive news and special offers by post, e-mail or sms, by any means other than booking then we will contact you by your preferred contact method to keep you informed of our latest news and offers. If you would prefer not to receive this information from Brockwood Hall then please contact us at the address below.
We will not disclose this information to any person outside Whicham Services Limited, other than our agents and contractors for the purpose of carrying out your instructions, unless we are legally required to do so or for the purpose of crime prevention. We use CCTV cameras at some locations at Brockwood Hall for crime prevention and safety reasons.
Registered in England No: 7016425
Whicham Services Limited
If you have a comment
If you are dissatisfied with any aspect of your holiday, please speak to Reception. In most cases they will be able to help you immediately so that you can enjoy the rest of your stay. However, if you are still dissatisfied, you must then make an appointment to see the Duty Manager and record your complaint with them. If, at the end of your holiday, you feel that we have not dealt with your complaint satisfactorily, please write to the General Manager at Brockwood Hall no later than 28 days after the end of your holiday. We are only able to take action on any complaints that are first brought to the attention of the Reception team and Duty Manager whilst you are on your holidays and secondly received in writing within 28 days, unless there are exceptional circumstances. It is necessary for Brockwood Hall to impose these limitations so that we have the opportunity to solve the problems experienced.
Information About Your Self-Catering Holiday
Arrival and Departure times
Your accommodation is available from 4pm on the day of your arrival once it has been cleaned and prepared for you. We are happy to welcome you at Brockwood Hall earlier and when your accommodation is ready you may move in. In order for us to prepare for our next guests we do ask that you vacate your accommodation by 10am on your day of departure. Late departures are subject to a £5 per half hour fee.
If you expect to arrive after 9pm on the first day of your stay, please let Brockwood Hall know so that we can make arrangements for you to collect your keys. Unless Brockwood Hall is previously notified, you must claim your accommodation by 8am on the day after your holiday was due to to start, otherwise we will treat your booking as cancelled. Please note Brockwood Hall is not manned 24 hours.
Great family holidays
Brockwood Hall and our facilities are intended for family holidays. We are therefore sorry that we cannot accept any parties of single people under the age of 18. Other parties of young people are accepted only at the Company’s discretion. Please note that if you look younger than 21. you may be asked to prove you are over 18.
If you have any other special requirements regarding your holiday accommodation please advise us when making your booking and confirm your request in writing either by post or e-mail including your telephone number in case of any query. We will endeavour to meet your requests; however this cannot be guaranteed and is not a condition of booking.
Guests with disabilities
We are happy to provide as much advice and information as possible to people with disabilities who wish to holiday at Brockwood Hall. It is important that you talk to our Reservations Team before making the booking as, for example, not all areas of Brockwood Hall or our accommodation are suitable for guests with disabilities and wheelchair access may be limited. All requirements must be confirmed in writing or e-mail. Special requests cannot be made a condition of your booking as they are always subject to availability.
A pre-authorisation swipe of a credit or bank card will be required upon check in. A nominal amount of £25 will be entered. Please note that we do not take any monies at this point.
A fixed utility charge of £2.00 per day (plus VAT) + electric used at current tariff rates will apply to all guests (except for Brockwood Hall owners).
Brockwood Hall uses a computerised metering system to work out all utility charges. A full copy of this report is available for you upon check out.
If you require information regarding current tariff rates for electricity, please contact Brockwood Hall accordingly.
Dogs and other pets
Most dogs are welcome in selected accommodation, at a charge of £35 per dog per stay, up to a maximum of two animals per accommodation unit. Other pets may be permitted at the discretion of the Brockwood Hall General Manager. Please Contact Brockwood Hall direct to discuss charges prior to making your booking.
When dogs are allowed, they must wear a collar and identity tag and be kept on a lead under the control of a responsible adult at all times. They must not be left in accommodation unattended. Dogs and other pets are not allowed in facility buildings, restaurants or food serving area and swimming pool areas. These restrictions do not apply to guide dogs. We reserve the right to require the owner of any dog or other pet to remove it from Brockwood Hall if we consider it a nuisance or to be interfering with the general comfort of guests
All guests are requested to not allow their pets into the bedrooms - otherwise a further charge will apply (please ask for details).
Your vehicles, and their accessories and contents, are left at your own risk. Brockwood Hall will not be responsible for loss or damage thereto from any causes whatsoever through wildlife and/or natural surroundings and/or proven negligence of its employees, and associates or other guests. Where possible, we provide parking outside or nearby to lodge
Travel cots and highchairs
Travel cots are available at a charge of £10 per break. In most instances, the travel cot will be left in your lodge, but this cannot be guaranteed. Please remember to bring your own cot linen. Space available for travel cots differs from lodge to lodge, please check before confirming. A limited number of highchairs can be hire at Brockwood Hall at a charge of £8 per stay. Please contact Brockwood Hall direct for details. All the above are subject to availability. Please request at time of booking.
All bed linen is provided in each lodge except travel cots. From 1st July 2009, all lodges will be provided with both bath and hand towels for the numbers booked. Please note that these towels are not for swimming use, but that swimming towels may be hired for a minimal fee.
Children remain the responsibility of their parents or guardians at all times, as they do at any of our activities or facilities. Any activities we provide are not childcare facilities. We do not provide supervision of the children during activities. It is important that you always know where your children are, as the nature of Brockwood Hall, with its many trees etc, can encourage children to have a little wander.
Your Holiday Environment
Brockwood Hall is situated in a rural area, in an area of Lake District National Park and of other natural interests.
They will probably be unfamiliar to you, and because of this it is advisable to acquaint yourselves with your holiday environment as soon as you arrive. Walking over grassy and often undulating ground or through woodland may also be unfamiliar, and contain aspects of wildlife such as rabbit holes that you and your children need to avoid.
Local Authority planning constraints, that help to preserve the rural nature of the area, also limits the amount of street lighting that can be provided at Brockwood Hall for the same reason. It is also intentionally reduced to assist children to sleep at night.
So please take care when walking around Brockwood Hall and remember that you are in an unfamiliar environment, particularly at night. It is advisable to carry a pocket torch to assist you and avoid any holiday accidents.
No Smoking Policy
In line with current legislation, all public areas and lodges at Brockwood Hall will be designated non smoking areas.
Please Take Care
Please treat the property, facilities and accommodation at Brockwood Hall with respect and care so that other guests may continue to enjoy them. In the event that you notice damage to any facility or in your accommodation please report it to reception immediately so that we can take appropriate action.
Accommodation will be inspected at the end of the holiday and you may be charged for any loss or damage found. We reserve the right to enter accommodation under any special circumstances or emergencies.
In accordance with UK licensing laws, we can only sell alcohol to persons ages 18 or over. We may require you to show proof of age using an approved form of identification.
Use of your holiday lodge
The maximum capacity of your lodge must not be exceeded at any time. If the legal requirement is not met, your booking will be terminated and you will be asked to leave, with no refund made. If you have any friends who wish to visit you whilst you are staying with us, this is fine so long as the maximum capacity of your lodge is not exceeded.
Filming and photography
Due to the ongoing promotion of Brockwood Hall we receive requests from TV and other companies to film or photograph, including shooting our own material. Every effort is made to ensure filming does not intrude on your holiday and we will always endeavour that it is made clear to guests when taking place. We will not accept responsibility if, contrary to your wishes, you appear on film or in photographs we will not make any financial award or payment of any kind.
For the convenience of our guests, we reserve the right to terminate the party’s holiday without compensation, where the unreasonable behaviour of the persons in the holiday party might impair the enjoyment, comfort or health of other guests, our team members or staff. This may include but is not limited to verbal or physical abuse and will be up to management discretion.
Infectious or contagious diseases could easily be passed to other guests whilst on holiday. You must inform the Duty Manager should you contract any illness whilst on holiday. In order to protect our guests and staff, anyone found to have such a condition may be confined or requested to leave Brockwood Hall. Please note that in such circumstances we are unable to offer refunds and we therefore recommend you take out insurance.
Availability of facilities and entertainment
Our indoor swimming pool is open all year round, 9.00am till 9.00pm, with the last hour being for adults only. The swimming pool is unmanned and watched via CCTV, for this reason all parties sign in at reception and get an entrance code. No person under the age of 16 can use the pool unsupervised. Only persons over the age of 18 can supervise minors. Posters around the pool inform bathers of proper use, breaking theses rules will lead to a ban of use at the manager’s discretion. Brockwood Hall may refuse entry to the swimming pool if it means your entry would make the pool to overcrowded and therefore unsafe for use.
Entertainment may be provided during school holidays and other times at the discretion of Brockwood Hall. At times, small fee’s may be payable in order to participate.
The bar at Brockwood Hall is open all year round, times may vary and during low season, operating times are at the discretion of the Duty Manager. Food service may close out of peak times a couple of days a week, please check upon booking.
The operation of Brockwood Hall is subject to legislation and the guidelines laid down by the Health & Safety Executive and Local Authorities and their codes of practice.
We accordingly reserve the right to adjust our services in order to meet these standards. It is possible that in some circumstances accommodation, entertainment or a facility may have to be temporarily withdrawn, due to maintenance, renovation, adverse weather conditions, changes in governmental legislation, or any other factor outside our control.
We reserve the right to make alterations in the above circumstances without prior notice, and are unable to accept liability for the loss of an advertised facility, or to pay compensation for any inconvenience caused. Should changes occur, we will advise of these changes, where made prior to booking and will use reasonable endeavours to advise guests already booked of any changes made thereafter.
We reserve the right to increase prices only when there is an increase in Value Added Tax or any other tax applicable to your holiday.
We take every care to ensure that the details in this website are accurate at time of going live. Photographs are taken at Brockwood Hall during various seasons and are intended for guidance only. Layout plans are for illustrative purposes only. Please note that not all items are identical at all lodges/areas at Brockwood Hall.