BOOKING TERMS AND CONDITIONS THE LOFT WIGWAMS

Before confirming your booking at The Loft Wigwams please take the time to read the information below. It includes vital information regarding cancellation policies and the amenities and services available at the site, which will assist you with planning your holiday. Please do not hesitate to contact us by telephone 01343850111 or email theloft@eastgrange.co.uk with any queries or any further information you may need to make your holiday extra special.


COVID-19

Our site has signed up to the Wigwam Holidays Health & Safety Guarantee and new measures will be in place on site to keep or guests and staff safe during this time. All guests are asked to abide by the onsite rules and maintain social distance and follow positive hygiene practices.

Our site has also signed up to the Wigwam Holidays  Payment Guarantee.  

IMPORTANT.

The Loft supports all Government directives in line with COVID-19 guidance and site rules are adapted accordingly to ensure the safety of guests and staff as instructed by the government. 

In support of Government directives, The Loft reserves the right to defer any bookings as required by lock down regulations as stated by the Scottish government and non-essential travel. This is in the interest of public safety and COVID-19 transmission reduction. Please advise us as soon as possible if your area is placed within lock down, late notice may result in your booking not being able to be deferred. If we discover that you are travelling from an area in lock down, we reserve the right to refuse you access to the site.

 All guests are expected to comply with site rules in the interest of their own safety and the safety of other guests and staff on site.

These will include (but are not exhaustive):

 Please do not travel to Te Loft if you are exhibiting any symptoms of COVID-19 or have been in contact with anyone who has had a positive test.

If any guest becomes ill while on site and exhibits ant symptoms of COVID-19 they will immediately notify the site by phone to the emergency number provided and will  leave site (along with all members of their group/family) and will self isolate at home as per government advice. In this circumstance should a positive COVID-19 test result be received upon any test guests will inform the site.

Guests must practice social distancing- including following communal facilities usage rules (communal facilities are mandatory mask areas- please always carry a mask with you ad wear this as appropriate).

Children must be supervised on site at all times to ensure they are abiding by social distancing guidance.

Follow hand washing guidance.

Socialising areas will remain closed in line with site decisions on safe operation. 

No visitors are allowed on site, only residents are to visit the site.

The failure of any guests to abide by any instructed or noted safety rules will be asked to leave and no refunds will be issued. Please understand any instruction will be in the interest of pubic safety.

Payment Policy

Full payment or a 25% deposit payment is taken at the time of booking.

Deposits are be non refundable (as they cover commission and booking cost charges that cannot be recovered by the site) however dates will be changeable with appropriate notice for 18 months from the date of booking.

"The Wigwam Holidays Guarantee"

We accept all major debit and credit cards (excluding American Express).

All data collected is for the sole use of The Loft and Wigwam® Holidays in relation to your booking and services provided by The Loft and we will not pass or sell this information onto any third party.

Occupancy

The number of persons occupying the holiday accommodation shall not exceed the maximum occupancy of the cabins booked.  

Site facilities at the accommodation is reserved for guests booked to stay in the accommodation. Visitors are welcome but must depart site before 6pm unless staying in onsite accommodation and must not pose a nuisance to other guests on site. Management reserve the right to request any additional guests leave. We have experienced a small number of bookings for one cabin and this being used as a base for parties with large numbers attending, this is not acceptable, if this occurs, we reserve the right to ask all attending to leave the site.

Unaccompanied children (under 18) are not permitted to stay in the Wigwam® Cabins. They must be accompanied by an adult over 25 years of age. This is for the protection of minors.

Children and dogs must not be left unattended in Wigwam® Cabins at any time.

Cancellation/No-Show Policy

In the event of cancellations or no-shows we do not offer any (either full or partial) refund. However, if more than 72 hours’ notice is given, we may, at our discretion, offer an alternative date.

COVID-19 adaptations (April 2020): The Loft supports the Government directives on non-essential travel and social distancing and we are not accepting guests onsite from lock down areas until advised that it is safe to do so. 

All bookings made are being offered the opportunity to re-book within the 18 months. 

We understand that the COVID-19 pandemic will affect many bookings made and are thus are adapting our cancellation policy in line with the difficulties people are experiencing at this time. All bookings that cannot be honoured due to our site closure or due to government regulations surrounding COVID-19 are being offered the opportunity to move their holiday date, subject to availability, up until the end of June 2021 (or 18 months from the booking date). 

Travel Insurance

We strongly advise you to take out the appropriate levels of travel insurance, so you can have peace of mind that your costs will be covered, should you need to cancel your holiday for any reason.

It is the client’s responsibility to get to The Loft Wigwams for the booking whatever weather conditions prevail.

Bedding

Please remember to bring your own bedding, towels and pillows.

You can hire bedding from The Loft, please book this at the time of booking your accommodation online or please call us to arrange in advance on 01343850111. We may not be able to provide bedding if this is not booked in advance. Due to COVID-19 bedding will not be available for hire until further notice.

Farm Safety & Site Safety

Whilst much of the farm is accessible by farm tracks for walks on site farm buildings and farm machinery are strictly out of bounds.

Please do not allow children to play on farm machinery or in farm sheds/buildings as this is dangerous. You must always supervise your children. Farm tracks are used for farming activity as well as activities and you must always pay due care and attention.

Gates should be left as found and the country code adhered to.

Please be aware that our farm is a natural space and care must be taken to avoid potential dangers, paths can be uneven and slippery (especially when wet), natural occurrences like stinging nettles and insects are present.

Our site safety rules must be adhered to. They have been created for your safety to give you safe guidance to the use of equipment and facilities on site. Please always follow guidance given.

Smoking

Smoking is not permitted in the Wigwam® Cabins/Lodges or in any communal areas.

Dogs/Animals

Well behaved dogs are welcome on our site, but owners must always be responsible for them. There is a charge for dogs.

Dogs are not allowed inside the "Bothy" or "Nissen Shed" amenity blocks or other communal areas and any damage caused by your dog will be chargeable.

Dogs must not be left unattended in the Wigwam® Cabins/lodges.

Dogs must always be kept on leads whilst on site.

All mess must be cleaned up and deposited in bins.

Only 1 dog per booking is permitted. Additional dogs may be added but this must be discussed with us.

Noise & Code of Conduct

We expect all our Visitors to respect and look after the Site and the Wigwam® Cabin you are staying in.

We also require you to respect your fellow visitors and keep noise levels to a minimum after 10pm. 

If you experience noise issues, please call the emergency number provided in your welcome pack and a nominated member of our team will deal with this. Whilst we aim to be aware of noise onsite we cannot always hear noise in all areas and do not parole the grounds in the evening or through the night so please call to make us aware of any problems, we are here to help you enjoy your stay.

If any guests do not adhere to noise or any other warnings by management, you will be asked to leave, and the police may be called to deal with any issues.

Parents are responsible for their children, as such children must always be supervised.

Group Bookings

We do welcome group bookings but only by prior arrangement so we can accommodate you appropriately. Please contact the owners directly to organise parties or any corporate events. We reserve the right to cancel group bookings or ask guests to leave site without refund if they fail to disclose groups gatherings to us in advance. This is for the enjoyment of all site users. Please call us to discuss before booking.

Arrival/Departure Procedures

Arrivals: You can check in from 4pm onwards. 

Late night arrivals can be arranged in advance, please call to let us know if you will arrive late (after 5pm). 

If Reception is not manned we will make appropriate arrangements for your arrival with key to accommodation and site maps in the "Wigwam Arrival Post Box" situated next to Reception and contact telephone numbers for on site staff. 

Departure: Please check out by 10am. Late checkout may be able to be arranged if circumstances permit but must be arranged in advance. Late checkout that has not been arranged will be subject to an additional charge. If departing early (before 9am) please leave your key in the "Post Box" at Reception.

Cars on Site

We now operate a car free site by the Wigwam Cabins for the safety and enjoyment of all guests. Cars cannot be driven on the grass or parked next to the accommodation. 

Please park in the allocated parking area for your accommodation.

 Only 1 car per booking, unless by prior arrangement. Additional cars must be parked in the overflow car park.

On our Wilderness Campsite each pitch is allocated 1 car parking space next to the pitch. Please ensure you park within this space.

Cleaning

Whilst we employ cleaners, guests are expected to leave the Wigwam® Cabin and pitches in a neat and tidy fashion. No rubbish is to be left in the Wigwam® Cabins/lodges. No food is to be left in the fridges. We reserve the right to charge to the credit/debit card details given on booking an additional fee should the Wigwam® Cabin/lodge be left in an unsatisfactory condition or if there is any damage to the Wigwam® Cabin/lodge or the furnishings therein.

Guests are reminded that there are other customers on site and the kitchen area, showers and toilet facilities should be left in a clean and tidy manner for the next user.

Fires & BBQ

Please be attentive and responsible with all fires and BBQ's.

Campfires and standalone BBQ (NO DISPOSIBLE BBQs please) are permitted on site.

Fire Baskets and wood must be booked from reception at time of booking or before 4pm on the day required. If you wish to have a fire you must  hire a fire-pit from us (you cannot bring your own fire pit- this is for safety and site damage reasons) but you may bring your own wood to site or you can purchase firewood from us. Please do not burn wood "found" on site or taken from wood piles on site.

Due to the dangers, frequency and high cost of damage caused by disposable BBQs these are now banned on site. Free standing BBQs may be used on site in the designated areas only. 

Please be aware that damage caused to grass, picnic benches and decking (or any other areas) due to negligent placement of BBQs or fire baskets will be charged for. We do not enjoy making high charges for damages incurred but repair, replacement and staff time is very costly regarding to BBQ and fire damages.

In addition to damage to property fires pose a very real danger to yourself and other residents (as well as the wider area with forest fires) so please do not place fires on decking or picnic benches or in long grassy areas or on grass. Please only place these on the concrete slabs located close to your accommodation. 

Fires and BBQ must always be attended. Never leave unattended. Never leave children unattended with a fire or BBQ. Extinguish all BBQ and fires before going to bed (handy tip, fill your kettle with cold water and use this to carefully extinguish your BBQ or fire before going to bed, beware of steam produced).

Damages & Breakages

Please report any damage or breakages as soon as possible to the management.

Any damage to accommodation, facilities, contents or grass/surrounding area will be charged for. We reserve the right to charge damages to the credit/debit card given on booking.

Additional

The owner and their representatives retain the right to enter the holiday accommodation at any time.

Failure to comply with these terms and conditions will make you liable to lose your booking or your right to stay in the property without refund.

Your email address will be added to our database to send out our monthly newsletter, please let us know if you would not like to receive this. All data collected is for the sole use of The Loft and Wigwam® Holidays in relation to your booking and services provided by The Loft and Wigwam® Holidays and we will not pass or sell this information onto any third party

Complaints Procedure

We take all comments from guests seriously and in the unlikely event that you wish to make a complaint you can contact us in person whilst you are on site where we will do all we can to rectify the situation. Alternatively, you can contact us by telephone or email, and we will respond. We will try to resolve any issues as soon as possible and ideally this will be done while you are on site and we can rectify the situation, so you can enjoy your holiday.