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Willow Bay Lodge Escape Holiday Terms and Conditions

Holiday Terms & Conditions for Willow Bay Lodge Escape - read booking, cancellation and pet policies for dog-friendly hot tub lodges in Devon.

HOLIDAY BOOKING TERMS AND CONDITIONS

Last updated: 09/01/2026

INTRODUCTION

We are ELL Hold Co Limited, trading as Willow Bay Lodge Escape, 1st Floor, Olympus House, Quedgeley, Gloucester, GL2 4NF (“we”, “our”, “us”).

These terms and conditions apply to all bookings made with us, whether through our website willowbaylodgeescape.co.uk, by telephone or otherwise. When you make a booking, you enter into a contract with us, and you are accepting these terms and conditions on behalf of your whole party.

Please remember to read and check the terms and conditions each time you make a booking with us as they may have changed since your last booking.

BOOKING CONFIRMATION AND PRICING

Booking 

  • When you make a booking providing your email address, you will receive a booking confirmation email.
  • Please check all details are correct including party members, accommodation type, arrival date and break duration. Please contact us as soon as possible if any of the details are wrong.
  • We may decline bookings at our discretion. When this happens, we will let you know as soon as possible and refund any sums you have paid.

Prices

  • The price of your holiday will be set out on our website which is current at the time you place your booking with us.
  • Prices include VAT at the current rate.
  • We reserve the right to amend the price of your booking if we agree to make changes to your accommodation type, length of stay, or additional services.
  • All discounts and special offers are subject to the terms of that promotion and must be read along with these terms and conditions.
  • Only one discount or special offer may be added per booking. Discounts and special offers cannot be applied retrospectively.

Payment       

  • You will need to pay a deposit when you submit your booking request. The deposit amount is £50 and you will be asked to pay this when you submit your booking request.
  • The full balance is due 10 weeks prior to your arrival date.
  • If the start date of your break is less than 10 weeks from the date of booking, then the full payment is required at the time of booking. 

Party Details

  • At least one guest in the party must be aged over 21. We may require you to provide photographic identification (e.g., driving licence or passport) on arrival at the park or at any time during your stay.
  • You are responsible for the welfare and behaviour of any members of your party who are under the age of 18 years whilst they are at the park.
  • The maximum number of guests (including babies and children) permitted to occupy all types of accommodation is strictly limited to the room capacity of your accommodation.
  • We do not accept hen or stag parties except by prior arrangement with the General Manager of the park.

Cancelling your booking

  • If you want to cancel your booking, you must notify us as soon as possible and confirm this in writing by email to info@evergreenescapesgroup.co.uk
  • Cancellation 10 weeks prior to arrival. For cancellations made at least 10 weeks prior to your stay, you will receive a 100% refund of your booking total, minus the deposit. You will not incur any additional charges, nor will you be responsible for paying your holiday balance.
  • Cancellation 4-10 weeks prior to arrival. For cancellations made between 4 to 10 weeks before your arrival, we will refund 50% of the total booking amount, minus the deposit.
  • Cancellation less than 4 weeks prior to arrival. If you cancel your booking less than 4 weeks prior to your arrival, no refund will be issued.
  • Cancellation by us. In rare instances, we may need to cancel your booking due to unforeseen circumstances. Should this occur, we will notify you promptly, and you will have the option to either receive a full refund or accept alternative arrangements for another date or location.
  • Early departure. No refunds will be provided if you or any of your guests choose to leave before the end of your booked stay.

Changes to your booking

  • If we can accommodate your change request and it is received 8 weeks or more prior to your start date, there will be no administration charge. Please note that any difference in price will be due.
  • We can’t guarantee that we will be able to accept any changes to bookings within 8 weeks prior to your arrival but we will do our best to support you.

Special requests

We will do our best to meet any reasonable special requests, such as requests regarding the location of the holiday accommodation within the park, however, we cannot guarantee to do so.


Pets

  • We welcome well-trained dogs and offer a selection of pet-friendly accommodation. You may bring a maximum of two dogs if you have booked a dog-friendly unit.
  • We do not accept dog breeds listed under the Dangerous Dogs Act 1991.
  • All dogs must be kept on a lead at all times, unless in a sign-posted designated and enclosed dog exercise area.
  • Dogs must be accompanied by a responsible adult. All dog waste must be collected, please make use of the dog litter bins provided.
  • We allow assistance dogs in any holiday accommodation where this is required to support a disability. We therefore cannot guarantee that our holiday accommodation has never had a dog in it. If this is a concern due to an allergy, please contact the park prior to booking and we can discuss your needs and the options available. Where possible, we will make reasonable adjustments as required.

Arrival and departure times

Check in times vary by type of accommodation, please check your booking confirmation details. All accommodation must be vacated by 10 am on the day of departure.

Swimming pools and hot tubs

  • Children under 8 years old and non-swimmers under 12 years old must always be accompanied by an adult while in the water. Each supervising adult may accompany a maximum of two children under 8 years old, or one child under 4 years old.
  • You must follow the rules displayed at the pool or hot tub at all times. Failure to comply with these rules may result in immediate eviction from the park without refund.


Behaviour

  • As a guest, you are required to ensure that your party adheres to the following standards of behaviour:
  • Conduct yourselves in a courteous and considerate manner towards both team members and other guests. We have a zero- tolerance policy for any form of harassment, abuse or inappropriate behaviour; and any breach of this policy may result in immediate termination of your booking.
  • Supervise children to ensure they do not become a nuisance or pose a danger to themselves or others.
  • Do not commit any criminal offence (whether or not at the park or in its vicinity) which could cause your name to be entered on the Violent and Sex Offender Register or could cause you to be subject to a Risk of Sexual Harm Order or Child Abduction Warning Notice (or any register, order or notice succeeding these.)
  • Do not engage in any criminal activity or commit any other criminal offences within the park or its vicinity.
  • Do not commit any acts of vandalism or cause a nuisance within the park.
  • Do not use fireworks within the park.
  • Do not keep or carry any firearms or other weapons within the park.
  • Do not keep or use any unlawful drugs within the park.
  • Do not create undue noise or disturbance or engage in antisocial behaviour within the park.
  • Refrain from carrying out any trade or business activities within the park.
  • Failure to comply with these standards may result in immediate eviction from the park without refund.

Vehicles

  • You must comply with all posted speed limits within the park.
  • You must not bring any sign-written van, commercial vehicles, boats or trailers onto any of our parks unless prior authorisation has been obtained by you from the General Manager.
  • Charging an electric vehicle from any plug socket within the accommodation units is strictly prohibited. Guests are permitted to charge their vehicles only at designated charging areas specified by the park, where available.

Accommodation

  • Accommodation must be left in a clean and tidy condition. You will be responsible for all damage done to the property (including the cost of any repairs or replacement of facilities) or loss sustained during your stay.
  • We or our authorised representatives may enter your accommodation at any time for any reasonable purpose. If we need to do so we will give you as much notice as possible, except in an emergency.
  • We hold a key to all the accommodation we own or manage on the park.

Smoking

Smoking or vaping is not permitted in our accommodation or any other place other than at designated smoking areas.

Barbecues

  • You are permitted to use disposable BBQ trays only on the metal BBQ racks provided.

  • You must not use any barbecue directly on the grass, decking or inside your holiday home.
  • Be respectful of other guests and keep your BBQ at a sensible distance from yours and others holiday homes.
  • You are responsible for any damage or remedial works required as a result of barbecue misuse.

Drones

Unless you have obtained written agreement from park management, we do not allow the use of drones.

General

Complaints

  • Complaints should be made to the General Manager of the park during your stay to resolve issues promptly.
  • We hope to resolve your issue during your stay. However, if you return home and still have an unresolved complaint, please contact us at info@evergreenescapesgroup.co.uk within 14 days of returning from your stay with us. We will let you know that we’ve received your complaint, carry out any further investigations that we reasonably believe are required, and will respond to you within 7 days.

Personal data

Accuracy of information

  • We strive to ensure the accuracy of information on our website and marketing materials, but we reserve the right to cancel bookings where an error has been made. In such event, we will let you know and provide you with a refund if applicable.

Our liability to you

  • We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these terms and conditions that is caused by any act or event beyond our reasonable control.
  • Our liability for death or personal injury caused by our negligence or for any fraud or fraudulent misrepresentation is not excluded or limited.

Governing Law 

  • These terms and conditions are subject to English law and English courts shall have jurisdiction to hear any claims or disputes under these terms and conditions.
  • However, if you are a resident of Northern Ireland, you may also bring proceedings in Northern Ireland, or if you are resident of Scotland, you may also bring proceedings in Scotland.


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