Reservation Terms & Conditions

Bookings – General Terms and Conditions of Booking

- The holiday contract is made between you and us and is also bound by the terms and conditions of a reservation platform (Airbnb, Booking.com, or Trip Adviser/Holiday Letting,  which ever is applicable. Once we have accepted your booking including receipt of this booking form we then have entered into a contract. Our lodge is privately owned and we can cancel the booking at any time.

Key Points: We expect you to look after our lodge and also we need to know of any issues as soon as a guest/s becomes aware of a problem. Any accidental damage must be reported immediately so we can arrange repair/replacement. Please note we cannot be held responsible for any services provided by White Cross Bay - Park-dean Resorts Ltd, which they fail to deliver on – i.e WIFI not working, swimming pool or bar and restaurant closures or any Force Majeure situations which are beyond our control. Failure to make a payments on time through your booking platform will lead to them automatically cancelling your holiday. These are the main conditions of booking.

General & Damage Deposit / Good Housekeeping Deposits We do not accept any bookings without £150 damage deposit/good housekeeping deposit being secured against our lodge and hot tub. The booking platforms/agents operate collection of damage deposits differently, but as a rule, it is either held as a deferred payment or is collected and held on your account with the  booking company we do not hold this deposit personally – with the exception of Booking.com. If you have booked with Booking.com, then we will contact you 8 weeks prior to your holiday arrival and the £150 damage deposit will need to be paid directly to us. For all reservations, except Booking.com, the £150 should be included with your balance payment and it will be clearly indicated to your statement. If it is not included in your balance statement, then it will be listed as a deferred payment on your account. Any damage deposit payments taken by the booking agent is held by the booking agent and is fully refundable after your holiday, providing our lodge and hot tub is left in a clean and unmanaged condition. For all Booking.com reservations £150 damage deposits will be refunded by us within 7 days of departure from our property, providing our lodge and hot tub are left in a clean and undamaged condition. Our lodge is inspected at the end of your stay and any loss, damage, or extra cleaning required may be charged for. This also includes the misuse of the lodge’s Hot Tub. The Hot Tub is easy to use and comes with instructions. It is examined, tested, serviced & maintained daily by a professional specialist company. The general care of the tub Is monitored & recorded and any misuse to the normal servicing programme i.e: additional cleaning costs as a result of using Fake Tan and other cosmetic products including sun & body lotions, will be deducted from the Damage Deposit. This amount is £75. You are advised to read the Hot Tub Information for guest’s leaflet which is sent to you at this booking stage. It is available to read at the lodge & is also on show by the hot tub. Your damage deposit/good housekeeping deposit is refunded approximately 1 week following your departure. We do reserve the right to deduct the cost of any missing or damaged item from the lodge or deduct the cost of any additional cleaning. Please note that dogs (must be pre booked) are not allowed on the beds or the furniture and guests bringing a dog must provide Its own bedding. Do not allow your dog to use our rugs as their beds. You will be provided with keys for the lodge & a spare set. We reserve the right to deduct the cost from the damage deposit for replacing any  lost keys (£95) or misplaced keys should these not be returned back to their original points following your stay. The cost of £95 is to cover the change of locks by a locksmith. We advise you use the key safe at the lodge daily to mitigate key losses.

Cancellations/Travel Insurance

Please refer to your Booking Agent/Booking Platform for the cancellation policy attached to your reservation. If you have booked directly with ourselves then your deposit paid is non refundable/non transferable. The booking balance and £150 damage deposit will be due on or before 8 weeks prior to your arrival. This final payment is non refundable and non-transferable.

We strongly advise you to take out travel insurance to protect yourselves and your family and guests against all eventualities.

Booking Transfers/Managing your Booking & Occupancy

Reservations & Bookings are accepted only for the person who made the original booking through the Booking Agent/Booking Platform and the reservation is non transferable. Before we release your arrival and authorisation documents, we will require all guests names and ages & contact details. Reservations & Bookings are NOT transferrable to any other person or to any other date. The person making the booking agrees to accept the terms and conditions of the Booking Agent/Booking Platform and also they accept our terms and conditions listed here. They also accept White Cross Bay park rules which are available at our lodges and copies are available from the resort centre. The lead guest does this on their behalf and on the behalf of the other guests that they name. All correspondence is dealt with the main lead guest only. The lodge are offered only on the understanding that no more than 6 persons max occupy Mistletoe Lodge with Hot Tub. We reserve the right to refuse or curtail any booking which exceeds this number. The lodge can be entered from 3pm on the day of arrival. In order that the lodge can be prepared for future guest the lodge & the lodge car parking areas must be vacated by 10am promptly on the morning of departure. A full arrival pack will be sent to you approximately 7 days prior to your holiday. White Cross Bay Holiday Park is intended for the enjoyment of families & responsible adults. Single groups of same gender are not accepted unless agreed when booking. The park does not allow any Stag or Hen Parties. We do not let our lodge to lead guests and parties of guests under the age of 25 years.

Unreasonable Behaviour

We reserve the right to terminate a holiday without notice & compensation, where unreasonable or anti social behaviour by those persons named on the booking or their guests impair the Enjoyment, comfort or health of other guests within the lodge or on the park and resort. This is the ruling of White Cross Bay Holiday Park. We also wish to inform you that White Cross Bay operates a ‘quiet evening’ policy up from 8pm until 10pm. From 10pm until 7.30am they operate a zero tolerance to noise. This is their ruling and we are obliged to inform all our guests of this, and request that you adhere to their policy particularly when using the hot tub and the outdoor areas at night times.

Liability

We accept no Responsibility for any accident or injury to, or illness of any guest or any other person whilst staying or visiting our lodge or the resort. Nor will we accept any responsibility for any loss or damage to the lead guest or any member of their party, their belongings, baggage, car, or contents resulting from riot, war, strikes, adverse weather conditions or sickness or injury or for any theft, loss or damage by a third party.

Access

The property owners their representatives or Agents shall be allowed access to the holiday accommodation at any reasonable time for essential maintenance. Whenever possible this will be by prior arrangement and we would seek minimum disruption to you. We also reserve the right of access to our Lodge at any time under circumstances of emergency. N.B. Our hot tub servicing company are allowed external access to our hot tub area from 8am to monitor on a daily basis.

Dogs are Welcome at Mistletoe Lodge

Subject to Prior Arrangement. White Cross Bay and the Lake District is a fantastic place to walk & enjoy the countryside with the company of your best friend – Should you wish to bring along your well behaved dog/s there is a charge of £20 per dog. We will allow up to 2 small dogs well behaved dogs. Never leave your dog/s unattended in our Lodge. Guests will be held responsible for any damage caused by their dog/s and will incur extra cleaning costs if deemed necessary. You are expected to keep your dog/s under the control of an adult at all times. Dogs need to be on a lead at all times whilst walking in White Cross Bay Park, and must be under their owner’s control around the Lodge’s car parking area and the Lodge. You must bring your dog/s own bed and bedding. They are not allowed, on the rugs or use the throws which we provide for your use and they are not allowed in the bedrooms at any time. Also, in the interest of cleanliness we insist that all fouling be dealt with appropriately and removed and deposited in one of the specialist red bins which are provided throughout the park. Please clean your dog/s thoroughly before they enter the lodge. We have an outside tap for assisting with cleaning dirty dogs and muddy boots. Please leave outdoor shoes at the entrance to the Lodge and remember to bring along your slippers. There is a covered area for your outdoor footwear. Dogs are allowed in a small section of restaurant/bar area of White Cross Bay. Dogs that are specified in the Dangerous Dogs Act are not permitted on the Park. We will not accept puppies and all dogs must be fully housetrained. We do not accept any other type of pet, cat or animal, bird, insects or reptiles etc.

Smoking and BBQs & Candles

For Health and Safety reasons smoking is NOT PERMITTED in our Lodge or on the decking of our lodge. If we detect that smoking has occurred, we will make an additional charge of £150 for intensive cleaning. Smoking is also not permitted in the public areas/play grounds etc of the park. We request that smokers do so in our car parking area at our lodge and we request that they dispose of their cigarette ends considerately making sure they are extinguished properly as the lodge is surrounded by woodland and bracken. . Please Note that WE DO NOT ALLOW BBQs on any part of our decking which surrounds our lodge. BBQs are permitted on the shale base of our car parking area only. Should you cause any loss, damage or we are required to do additional cleaning, then we reserve the right to deduct an appropriate amount from your Damage Deposit or invoice you separately for any additional costs we incur. Please also be aware that candles or incandescent items are not permitted in our lodge or on our decking areas. We are not insured for use of these items and you are going to be staying in a wooden log cabin lodge.

Parking & Access to the Lodge

Private parking is available at the side of our lodge for up to 4 or 5 cars. Access to the lodge is via approx 9 steps from this car park. The single track driveway to the lodge is on an incline.

Park Rules & WIFI

On arrival Guests should familiarise themselves with the Park Rules. A copy of which is normally available in our Welcome File at the lodge or you can request a copy from the reception of White Cross Bay. Temporary Memberships to the Leisure Facilities is an optional extra and is payable at reception. Please contact White Cross Bay for the up to date prices. If you want to use the swimming pool/gym facilities you must bring your own towels. The towels we provide are for use inside our lodge only and must not be removed. The resort does provide free WIFI throughout the resort, but it can be intermittent & ineffective at times at the Lodge and works better in the resort’s centre. 3G and 4G now work reasonably well around the area. We apologise to all guests for the lack of good WIFI signals. The Lake District is one of the regions within the UK who have been slow to respond to the need or faster secure connections and White Cross Bay have plans to deliver a more reliable service during 2022.

General Information

Whilst every effort is made to ensure the accuracy of information given either orally, on line or written and all representations are made in good faith, no such representation will create any liability on the part of us the owners.

Hot Tub Rules

We have installed a Hot Tub for the enjoyment of our guests. Guests use the Hot Tub completely at their own risk. Please read the notices which are positioned by the Hot Tub and abide by the Rules. We are not liable for any injuries, accidents or harm caused to anyone using our hot tub. A person enters completely at their own risk. Our fully serviced hot tub is monitored tested and recorded daily for signs of damage, cleanliness and chemical imbalances. It is serviced by a professional company (see note above for access). Full instructions on usage are clearly listed at the lodge. Any misuse i.e. – entering the hot tub wearing FAKE TAN or wearing other cosmetics and skin preparations including SUN TAN LOTION & BODY LOTIONS will contaminate the water and will result in the tub being emptied, deep cleansed and refilled. This is a lengthy process and can cause delays in guest’s usage. If this is required we reserve the right to pass on the charge for this additional service and the fee will be £75 and is deductible from your Damage Deposit. Any damage to the controls or jets will be assessed and may be claimed against the damage Deposit. Also Children must not be allowed to use the hot tub on their own and MUST BE SUPERVISED at all times. NO FOOD MUST BE CONSUMED IN THE HOT TUB and STRICTLY NO GLASSWARE – plastic glasses are available for use. Also please be aware that the hot tub cover is £450 to replace and can easily be damaged by sitting, walking and placing heavy items on this cover top. Please read the Hot Tub information/rules that are In situ at the lodge before use.

White Cross Bay Leisure Fees

Should you require access to the White Cross Bay leisure facilities - indoor swimming pool and sauna  you must purchase these passes at Reception at White Cross Bay (please contact reception for more price details) N.B. White Cross Bay requires all under 16 children to be accompanied by an adult when they are using their leisure facilities. It Is free to access the bar, restaurant and other entertainment areas of the White Cross Bay Resort. White Cross Bay Resort do host live entertainment during peak times - Please ask for details at the reception.

Additional Supplements

Every effort is made to quote accurate rental prices; we do hold the right to apply an additional supplement. If a circumstance arises & is beyond our control and we were unaware of an increase in costs we will make you aware as soon as possible. Any additional supplements applied must be settled along with your holiday balance at 8 weeks prior to your arrival.

We appreciate that the need for these terms and conditions are somewhat formal, however, they are necessary to ensure that we remain good friends with you and in turn the Management and

Staff of White Cross Bay.

With thanks Kate Foster - Mistletoelodge1@gmail.com.

Tel: 07739134304

HOT TUB INFORMATION FOR GUESTS

Our Hot Tub Is Professionally cleansed at the start of your holiday. It is maintained and monitored daily for misuse and chemical imbalances - INFORMATION PROVIDED BY THE HOT TUB MAINTENANCE COMPANY IS AS FOLLOWS:

A hot tub is a wonderfully relaxing experience, which we hope you will enjoy during your stay. We take rigorous steps to regularly test and maintain our tub to a high standard in line with the industry code. There are a few points we wish to advise you of:

PREPARATION

• Shower and thoroughly clean your body before using the Hot Tub this is very important.
• Do not enter tub if you are wearing or have worn Fake Tan in the past 7 days, this will result in tub having to be emptied, cleaned & refilled which we will charge you £75 for an unscheduled deep cleanse.
• Remove All Suntan lotions, skin creams, make up and cosmetics prior to entering tub.

PROPER OPERATION

• Hot Tub Cover & Lifter - Fold the cover over the central lifter bar, then lift the bar so that the cover hangs vertically at the back of the tub. DO NOT REMOVE THE HOOD OFF THE LIFTER great care when removing and storing the cover while using the tub. Internal insulation panels within the cover are easily damaged and very expensive to replace (£400-£600)
• All Food products are strictly prohibited from being consumed in the Hot Tub. Please use plastic glasses for drinks.
• Control Panel – To operate JETS press once for first speed, twice for second speed and finally a third time to turn off Jets completely. To operate LIGHTS press once to turn on and again to turn off. DO NOT TOUCH SET BUTTON or any two control buttons at the same time. This can change the program and cause the tub to not heat up or function correctly. Continued.

  PROPER USAGE

  • The recommended length of bathing time in a Hot Tub is 30-45 minutes; guests should then replace cover and take a 2-3 hour break before returning to the tub.
  • The Hot Tub should not be used as a paddling pool or bath for children to play in and use unsupervised. Young children can develop painful red rashes if they spend longer than the recommended period of bathing in the Hot Tub.
  • Children’s use of the Hot Tub should be strictly limited to 30 minutes and supervised.
  • Under no circumstance should you allow children to put their heads under the water in the Hot Tub.
  • The floating dispenser should be deposited in the basket outside the hot tub upon entering and always replaced when exiting. Do not let children play with the dispenser as strong Chlorine Tablets are held within.
  • The temperature of the Hot Tub should not be increased past 38°C.
  • Exiting the Hot Tub – Replace cover and secure it properly. It is not necessary to turn off the jets as after 5 minutes the computer automatically takes control.

  MEDICAL

  • The temperature of the water can increase your heart rate and therefore guests with heart or circulatory related medical conditions should seek advice from their doctor before using any Hot Tub.
  • Pregnant women should consult with their doctor before using a Hot Tub.
  • Anyone who has suffered from stomach or bowel discomfort in the last 14 days should not use the tub.
  • Guests with sensitive skin conditions should test the water first (with elbow) before using the tub.

  CHILDREN

  • Children must be closely supervised by an adult when using the Hot Tub. They should never immerse their heads in the water, or consumer the water.

  SAFETY

  The tub has an irregular floor, which is hidden from view with jets on, slippery surfaces and hard walls so take care when entering or exiting the Hot Tub.

  Guests should avoid running around the tub; with wet feet one can easily slip and hurt oneself. In addition please avoid constantly getting in and out of the tub; each time someone exits the tub, this will cause the hot tub heater to automatically switch off and a drop In temperature.