Terms and Conditions
Thank you for choosing to book your stay at The Lost Garden Retreat in Suffolk. We look forward to welcoming you to our Glamping site. By making this booking you are entering into an agreement with us. At all times you must adhere to our House Rules, of which you will have received a copy in your confirmation email there is also a copy available in each tent. Failure to do so will result in possible expulsion from our site.
Site Terms & Conditions
COVID-19 Cancellation Policy
For bookings that are made where the arrival date may fall during a COVID-19 lockdown and therefore our unexpected closure, we are offering all our guests the ability to reschedule their dates to a later date in 2021 or dates in 2022. The deposit and any funds made for these bookings maybe applied to that future date. This rule will be applied to any future lockdown that may occur as a result of COVID-19. If your booking cannot be rescheduled for a later date or a date in 2022 then we are happy to offer you a full refund less a £35 admin fee to help cover our costs. This applies to all direct bookings only.
We understand that these are unprecedented times and that should you or a member of your household/group become symptomatic or ill then you will not be able to travel. In this instance we ask that you inform us as soon as you become aware so that we can look to reschedule your booking to a future date and have the chance ourselves to rebook the unit to another potential guest. The refund policy would also apply in this situation.
This policy is reviewed regularly inline with Government guidelines and therefore is subject to change.
Bookings and payments
All guests must pre book online, either directly with The Lost Garden Retreat via our website or with the acting agent’s website Canopy & Stars. All bookings require a non-refundable booking deposit in the event of a cancellation in order to cover the administration costs incurred by us or Canopy & Stars. If a booking is made more than 6 weeks in advance of your visit, reservations are confirmed on receipt of a booking deposit. The deposit is 20% of the total fee. The balance is then due six weeks prior to your arrival date.
Bookings made less than 6 weeks in advance of the visit are confirmed on receipt of the payment in full. The full amount of the booking will become non-refundable 6 weeks prior to your arrival date. Any cancellations must be made before this time in order for any refunds to be processed.
Add-on extras will be available to purchase at the time of booking online. Please order and purchase these no less than 2 weeks prior to the arrival date to ensure that we can provide all items for you. If your booking is made within 2 weeks of the arrival date then please contact us directly in order to check availability for the extras. This also applies to any Wellness extras such as massages or yoga sessions etc. If you have any special requirements please email these to us and we will do our best to accommodate them
You cannot make a booking directly from the website if:
- You want to book a visit which is less than 24hours away.
- Your group size is larger than six.
- The booking is for children or teenagers only i.e there are no adults (18+) on the booking
- You have a gift voucher.
There is a 5% discount for 3 tent bookings and 10% for a full site booking (all four tents). 7-14 night stays receive an automatic £150 discount off the booking.
Please contact us via email at firstname.lastname@example.org for questions regarding whole site bookings.
Booking confirmation and emails
Upon booking you should receive confirmation and any payment receipts applicable via email. Please pay any deposits online or via the booking link in your confirmation email using your booking reference.
If for any reason you do not receive your booking confirmation please email or call the team and let us know.
You will then receive a further email with all your Guest Information that is needed for your stay. This should arrive 1 month prior to your stay or immediately upon booking thereafter. Please read through all the Terms & Conditions and Guest Information documents prior to your arrival. Once you have read all the relevant information, if you have any further questions or concerns please email us via email@example.com or call 07947194401 and leave a short message and we will call you back.
All direct payments made are non-refundable within 6 weeks of the booking arrival date. Prior to this only the 20% paid is non-refundable. All other monies paid would be reimbursed back into your account after cancellation.
Nonavailability of accommodation
We would only cancel your booking if your accommodation was unavailable for reasons beyond our control. We would, however, attempt to offer you alternative accommodation. If this was not possible, or unacceptable to you then we would refund all monies paid by you for the booking. Our liability would not extend beyond this refund.
Whole site bookings
We welcome families, friends and couples and group bookings however we are sorry we DO NOT accept bookings for Stag do’s or Hen do’s or weddings. If you just want some outdoor fun then we would love to have you, however, this site is not suitable for very drunk & rowdy groups.
Breakages and damages
Please be up front and let us know of any breakages or damage to the unit. We are understanding in most instances and the benefit really is so that we can make sure items are replaced in time for the enjoyment of our next guests. Therefore please notify us as soon as you can during your stay if this happens.
If the damage is significant or to items such as upholstery, furniture, garden/patio equipment and bespoke props etc, these are hard to replace and therefore a cost will be incurred to you as the guest. £100 excess WILL BE deducted from the payment card used to make the booking and this will be to cover the cost of the damage or excess cleaning incurred.
If the cost of the damage is significantly higher than this then the amount taken will be reflective of the damage caused. Please adhere to your departure information and leave the tent as you found it or as near as possible. All furniture should be placed back to where it was found, if it is moved and all inventory items to be in the correct tent. All bins inside the tents must be emptied and taken to the car park bins for each unit upon departure. Failure to adhere to the departure information causes excess cleaning time and therefore will incur extra cleaning costs for us as a business. Please be considerate where possible.
Inventory and bespoke items
Each tent has a full inventory that our cleaners and staff have access to due to the bespoke designs of each Safari Tent. We have spent a long time carefully choosing certain items especially for your comfort and to help with the theme of each tent. Please be respectful of this and try to replace items as you find them.
The site will be regularly monitored by the management team. Please contact Richard 07500068030 if you have any concerns during your stay.
Check in/ Check out
Unless previously agreed check in is between 4pm and 7pm on the day of arrival and check out is by 10am on the day of departure. *Due to the impact of coronavirus on our changeover days and deep clean we cannot accept requests for earlier check ins and later check out at this time.
Arrivals / Departures
Please contact Richard on 07500068030 at least 1 hour before your approximate arrival time. We will be there to greet you at the car park of your chosen accommodation and show you around your Safari tent and its facilities at a safe social distance. On request we can offer a remote check in. Please drive ONLY on the tracks to the site – there is a Golf Course to the right on approach so please be aware of golfers and respect their play. Do not drive over fairways or greens. Also when walking near the golf course please use the footpaths and tracks provided. All guests should exit the site the same way they came into the woodland which is the entrance via the golf course. There is no vehicle right of way on any other routes.
Lastly, we thank you for taking the time to read all the necessary information about your stay and Safari tent and we hope it is of use throughout your stay.
Elisa and Richard
The Lost Garden Retreat Team