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Booking Information

Alterations to bookings

Once a booking has been confirmed by us, alteration fees will apply should you require us to amend or re-invoice your booking for any reason. See clause 7 of the Booking Conditions.

Cancellations

If you have to cancel your booking, please call us immediately. See clause 7 of the Booking Conditions.

Arrival and departure

Start days are usually Friday to Sunday .  Monday  to Friday  or  Monday to Monday . To allow time to prepare your accommodation thoroughly, please follow the guidance times on your confirmation for arrival (usually 4.00pm) and departure (usually 10.00am). If you are expecting to arrive later than 6.00pm or you encounter delays en route please telephone Silverwood reception (as detailed on your confirmation) to make arrangements for collection of the keys. Please note that some receptions close at 8.00pm. If your expected arrival is later than this, you may have to arrange alternative first night accommodation at your own expense.

Special requests

Please remember it is always worth asking if Silverwood can accommodate any special needs or requirements you may have, such as champagne, flowers or chocolate, a non-smoking accommodation, or a specific location, etc. Please check with our booking team. Kindly note that special requests are not guaranteed. Please see booking conditions for more information. Please also see ‘Visitors with limited mobility’ paragraph on this page.

Assistance dogs

Registered assistance dogs are accepted free of charge at Silverwood, subject to availability. Please bear this in mind if you suffer from pet allergies please contact us .

Bed linen and towels

 Fresh Bed linen is included in the hire charge,  and beds will be made up , Towels are provided and longer stays fresh towels are supplied mid-week , any mid-week change of  soiled linen will be subject to charge.

Cleaning

Your accommodation will be cleaned before your arrival. As a limited amount of time is available to clean between visitors, please help Silverwood to maintain their standards by leaving your accommodation and its contents in a clean and tidy condition. Cleaning is not provided during your stay.

Complaints

If you encounter any problems during your stay, you should contact the Silverwood reception  so that remedial action, where possible, can be taken. If your complaint remains unresolved, you Please also see section c,5 of the booking conditions and kindly note that if you do not register any difficulties during your stay, it may not be possible for us to provide effective assistance by way of a retrospective investigation upon your return.

Cots and highchairs

Cots and highchairs are available on prior request . There is often an extra charge for these which will be shown in the description and is payable with your booking charge. Please note that cots and highchairs must be ordered in advance (not all of the bedrooms in your chosen accommodation may be large enough to accommodate cots – if this could be a problem please check with our booking team). Cots are only suitable for children under 2, who may or may not be counted as members of your party – see individual descriptions for details. Linen for cots is not provided.

Electricity, gas  & heating charges

Standard Electricity and gas charges are included in the hire charge, over use will incur  an extra cost charged by meter reading, this will be payable at the end of your stay. This is to ensure visitors care for the environment by not wasting electricity & heating. Unit charges will & meter readings will be confirmed on check in .

Extra persons

The maximum number of persons is always clearly shown in the description, It is forbidden for unauthorised or undeclared visitors to stay in your accommodation. See section B3 & A,15  of the Booking Conditions.

Groups and party bookings

We define a ‘group’ as a non family party of three or more. Our Holiday accommodation is mainly families and couples in mind – and there may be restrictions on group bookings, including stag and hen parties and those with party members under the age of 18. If you want to make a booking with all of the family together or with a large group of friends, please contact our booking team. They

Dogs

There will be a charge for dogs at silverwood, which will be shown in the description, and pet charges are payable with your final balance (there is no charge for assistance dogs – see ‘Assistance Dogs’). There are restrictions on some breeds  (even if muzzled). If you are in any doubt, please check with our booking team. Some lodges allow a maximum of one dog per accommodation. You will be responsible for your pet’s behaviour and should bring a basket, as pets are not allowed on the furniture. Please bear in mind that pets should not be left unattended, and that gardens and grounds may not have ‘pet proof’ boundaries. Remember, too, that many public areas and leisure buildings may be ‘out of bounds’ to dogs, Silverwood is set in farmland surrounded by wildlife & game birds no dogs may be allowed to run free or endanger wildlife and must remain on leads at all times out with the lodges.

Pet-free accommodation

Please note that we cannot guarantee that pet-free accommodation will be free of allergens and that it has not been occupied by an assistance dog. Although dogs are only allowed in certain lodges which are deep cleaned after occupation.

Smoking ban

Smoking is prohibited in all enclosed public spaces in the UK. This means that smoking & vaping will not be permitted in enclosed communal areas, including on-site restaurants,  No member of your party is permitted to smoke in a property listed as non smoking. Smoking & vaping  areas are provided .

Standard equipment

Every accommodation we feature should contain the following standard equipment, although the styles and size will vary. Each accommodation is fully equipped and furnished to include fully furnished living accommodation with suite or sofa bed, colour TV, bedrooms with all bed linen supplied unless stated otherwise (except cot linen) and with beds made up where stated, private bathroom or shower room, kitchen with fridge, microwave grill and microwaveable, crockery and cutlery.

Wheelchair access

Information about ‘Wheelchair access is description available in some accommodation rooms* and is accessible to one visitor in a wheelchair. Help from other members of the booking party may be required to assist with some manoeuvres, and access cannot be guaranteed to all of the facilities and grounds at the location. Please self-assess your mobility level using the following accessibility rating system known as the National Accessible Scheme, then a booking agent at our reception can assist you to choose suitable holiday accommodation in a lodge that matches your requirements.

In Scotland and Wales only, the following categories apply: Category 1: Suitable for independent wheelchair users. Category 2: Suitable for wheelchair users travelling with assistance. Category 3: Suitable for someone with limited mobility but able to stand, walk a few paces, and (in some circumstances) up a maximum of three steps. It is very important that you inform us at the time of booking about any special needs and that you particularly read no. 13 – Disabilities and Medical Problems and no. 18 Special Requests in the Booking Conditions.  * Principal rooms means the sitting room, dining room, kitchen, one of the bedrooms, a WC and a bathroom or shower room.

Wi–Fi Access

Where Wi-Fi is an advertised facility please note that its provision is subject to availability and network conditions. It may not be available 24 hours and is provided for pleasure not for business. Bookings are not accepted if they are wholly reliant on the uninterrupted provision of Wi-Fi. Download limits may apply, please check when booking.

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