Policies, Terms and Conditions

You can check-in to Hay's Wood Retreat any time from 4pm, if you are due to arrive after 5pm then please give us a call, lodge keys will be available at reception when open or alternatively in a key safe. If reception is closed. Details of the key safe if applicable will be sent to you closer to your arrival date. Please note that check-in cannot be completed until full payment has been received. A lodge key is provided at check-in time, along with a blue gate fob, that allows access in and out of the main electric gate. Any keys or fobs that are lost will be charged for. During check-in via reception, our receptionist will provide you with any information which may be required during your stay such as the location of near-by shops, good places where you can eat, sights you may like to see, places to go at night, etc. Always ask our receptionist for anything that would make your stay more enjoyable and convenient. If you are collecting keys from one of our key safes, there is a QR code to scan for our welcome book provided in every lodge for information you may require. Should you need there is a hard copy of the welcome pack in reception. 

Check-out is at 10am - You can check-out of Hay's Wood Retreat on or before 10am. Later check-out times may be requested, a charge of £10 per hour applies up to a maximum of 2 hours (subject to availability) At check-out time please drop your keys back to reception, or alternatively pop them in the post box at the front of the reception building. Please note that a more detailed inspection of the lodge is usually made after the check-out time and we reserve the right to make charges for any damages or breakages found before the accommodation is occupied again. Extending Your Stay - After you have booked your stay with Hay's Wood Retreat, you can extend your stay (depending on availability) by simply letting us know before you arrive. If you are already staying with us and you would like to stay longer, please let us know at least 24 hours before your check- out date. We will do our best to accommodate you subject to availability.

Guests may cancel their booking and receive a full refund if the cancellation is made at least 1 day before the scheduled arrival date.

Cancellations made on the day of arrival or later are non-refundable.

Cancellations must be confirmed in writing to process the refund.

For event cancellation please see our event policy.

To book a lodge at Hay's Wood Retreat, the lead booker must be 18 or over.

The Standard Booking price at Hay's Wood Retreat includes the following:
 

VAT

Utilities (water and electricity) (Extra charge applies for electric car charging points

WIFI

Towels, bed linen and hairdryer

Cleaning before and after your stay

All apartment amenities and facilities as mentioned on our website pages and in our correspondence

Important -
When you make a reservation with Hay's Wood Retreat, you are booking a lodge type (not a specific lodge). Each lodge type includes similar layouts of similar size and equipment; however, interior design can be different. We will process your booking within 24 hours of receiving your request. Please note, your booking has not been confirmed until you receive a confirmation email from Hay's Wood Retreat.

During your stay, the lodge and all equipment and furniture should be treated with care and kept in order. Immediate notification to Hay's Wood Retreat will be expected of any damages or breakages in the lodge.

You (the lead booker) is financially responsible for any damage to the lodges. This includes losses caused by you (the lead booker) or a third-party negligent actions and behaviour, a detailed review of the condition of the lodge and all equipment and facilities will be made soon after check-out and before another guest occupies the lodge.

The lead booker is responsible for any damages or breakages found that are over and above normal wear and tear and usage. In this case, a detailed statement of damage along with an invoice for the repair or replacement cost will be sent by email immediately.

No smoking is permitted within our lodges at Hay's Wood Retreat, or event centre, this includes the use of electronic vapes and e-cigarettes. No illegal substances should be brought or consumed on the site.

Smoking is permitted on the lodge patios, however, please ensure the lodge doors are closed, to prevent smoke and ash from travelling inside. All cigarettes should be extinguished using the ash trays provided, Ash trays should be regularly emptied, in to the wheelie bins situated in the outside bin store.

No ash trays, should be emptied in the lodge bin inside. Smoking is not permitted on the event centre patio or any of the grounds, due to the risk of fires and the harm this could cause to our wildlife.

Hay’s Wood Retreat does not have an alcoholic bar on site, any alcohol brought to the site must be consumed within your lodge or on the lodge patio. Alcohol cannot be consumed on the grounds or within the event centre.

No more than 2 dogs are allowed in a pet-friendly lodge at Hay's Wood Retreat. No dogs are allowed in the event centre or in a non-pet friendly cottage (accept for assistance dogs). No breed which is on the dangerous dog list is allowed to stay on our site. The owner is responsible for their dog at all times. All dogs must be kept on a lead at all times when out of the lodge and walking in the grounds. All dog waste must be put into the dog bins provided. Hay's Wood Retreat has the right to ask you to leave if your dog is continuously barking and disturbing others or showing any signs of aggressive behaviour to any persons or our live stock. No dogs are allowed on any furniture within the lodge, including beds. Owners, need to bring all dog bedding and feeding bowls for their pets.

Hay's Wood Retreat have the right to terminate the booking if - 
 

- More guests stay in the property than agreed

- Excessive noise is made after 11pm or before 8am either within the lodge or on the grounds

- Subletting

- Pets to be found in a non-pet friendly lodge

- Anyone uses aggressive or abusive behaviour

- Anyone is under the influence of illegal substances, or excessive alcohol, or partaking in any illegal activity

- Anyone is burning any naked flame (excluding a cigarette) or using explosives which includes firework.

We at HWR have the right to access the lodge at any time if we feel a guest’s safety is being compromised, or the lodge is at risk. We would obviously always respect the guest’s privacy. All valuables are left at the owner’s risk. Hay's Wood Retreat is not responsible for lost or forgotten valuables or personal items.

Due to reducing our carbon footprint, room refreshes will not be offered during stays. Should you need fresh towels or linen, please call reception (additional charges may apply)

Complimentary Wi-Fi is available in all lodges at Hay’s Wood Retreat. While we strive to maintain a consistent connection, on rare occasions technical issues or external outages (such as those caused by our service provider) may temporarily affect availability. Should this occur, we will do our best to restore service as quickly as possible, but please note that some circumstances may be beyond our control.

We operate as a cashless site to enhance efficiency, security, and convenience for our guests and staff.  To ensure a smooth experience, we accept the following payment methods:

Debit and credit cards (Visa, Mastercard, etc.)

Contactless payments

Mobile wallets (Apple Pay, Google Pay, etc.)

Important Information
Guests are responsible for ensuring they have a valid payment method before arrival.

No cash will be accepted for any transactions on-site, including purchases, deposits, or additional services, other than coins in our current vending machine.

In the event of a payment issue, alternative electronic payment options should be arranged.

As part of our commitment to guest safety, employees will not disclose the identity, or lodge number or presence of a guest to anyone other than appropriate legal services. This includes the taking of or delivery of messages or indirect forwarding of phone calls. It is the responsibility of guests to communicate their presence and lodge number to any person they wish to receive calls or visits from. CCTV cameras are used throughout the site, and anyone on our property may be recorded

Hay's Wood Retreat assumes no responsibility for any personal bodily injury incurred while using the gym/fitness centre facilities, where available. If you use the gym/fitness centre facilities, you do so at your own risk. A gym disclaimer must be filled in before the first time of using the gym. Anyone using the gym must be 16 or over.

There is parking for one vehicle next to your lodge at Hay's Wood Retreat, any further vehicles must be parked in the main carpark once you have unloaded. Strictly no parking on any of the grass areas, HWR have the right to remove any vehicle that is parked on the grass. All vehicles are left at the owner’s risk.

Electric vehicle charging is only permitted at the designated EV bays near the main reception.  Charging at any other location, including lodges or lodge-side sockets, is strictly prohibited.

For fire safety reasons, charging vehicles at lodges is not allowed under any circumstances.

Attempting to charge a vehicle at a lodge will result in: Immediate disconnection of electricity to the lodge and a £250 charge added to your account to cover the safety breach and call-out.

EV bays at reception are available on a pay-as-you-go basis.

Charging access is subject to availability and is on a first-come, first-served basis. Full instructions and rates are available at reception.

Vehicles must be actively charging while parked in an EV bay. Once charging is complete, vehicles must be moved to allow others access. Hay’s Wood Retreat accepts no responsibility for damage to vehicles during charging.

At Hay’s Wood Retreat, we offer both pet friendly and non-pet friendly lodges. Our non-pet friendly lodges are intended for guests who prefer to stay in accommodation without pets.

Medical and Assistance Animals

Please note that we are required by law to accept registered medical and assistance animals across all lodges, including those designated as non-pet friendly. For this reason, while we take care to maintain high standards of cleanliness and hygiene, we cannot guarantee that a non-pet friendly lodge has never, at any time, housed an animal.

Allergies and Sensitivities

We make every reasonable effort to prepare lodges for guests with allergies, including thorough cleaning procedures. However, as animals may have been present in the past, we cannot accept liability for allergic reactions or sensitivities that may occur during your stay.

Guest Support

If you have specific allergy concerns, we encourage you to contact us before your visit. We are happy to discuss your requirements and will do our best to provide guidance on which lodge may be most suitable for your stay.

Terms and Conditions for 7-Night Stay Discounts

Discount Eligibility:

The 7-night stay discount is valid for bookings with check-out no later than 30th September 2026.

The 7-night stay discount is only valid for individual bookings.  Group bookings of 5 lodges or more/events stays will not be eligible for this discount. 

Consecutive Nights Only:

Discounts apply to consecutive night stays only. Nights cannot be split across multiple visits.

Deposit Requirement:

A deposit must be paid at the time of booking to secure the discounted rate.

Lodges Only:

The discount applies to lodge bookings only and does not extend to event spaces, additional amenities, or services.

Subject to Availability:

Discounts are offered on a first-come, first-served basis and are subject to availability at the time of booking.

Non-Transferable:

Discounts are non-transferable and cannot be applied to existing bookings or combined with other offers.

Cancellation Policy:

Standard cancellation terms apply. Deposits are non-refundable unless otherwise stated.

Booking Adjustments:

Changes to booking dates or lodge types may result in the loss of the discount if the amended booking no longer qualifies.

Pricing Adjustments:

Hay's Wood Retreat reserves the right to amend or withdraw the discount offer at any time without prior notice for future bookings.

This offer is valid on direct bookings only.

The booking must include a stay over 14 February 2026.

The offer applies to all lodge types.

Guests will receive one complimentary brick pizza per lodge, per stay.

The pizza must be one of our on-site brick pizzas.

Event bookings are exempt from this offer.

Pizza flavours are subject to availability.

The offer is subject to availability and may be withdrawn at any time.

No cash or alternative product is available.

This offer cannot be used in conjunction with any other promotion unless otherwise stated.

1. Definitions

1.1 "Event" refers to any booking that includes more than five lodges. 1.2 "Guest(s)" refers to individuals attending the event and any public guests staying on-site. 1.5 "Organiser" refers to the individual or entity responsible for booking and managing the event. 1.6 "Events Centre" refers to the entire building, including the reception, gym, commercial kitchen, serveries, and all event rooms.

2. Events Cancellation Policy

2.1 Lodges and event spaces, booked as part of an event may be cancelled as follows:

Free cancellation up to 4 weeks before the arrival date.

Cancellations between 2 and 4 weeks before arrival will incur a 50% charge of the total cancelled booking cost.

Cancellations made from 2 weeks before arrival up to the arrival date will be charged at 100% of the total cancelled booking cost.

3. Event Bookings & Use of Event Spaces

3.1 Room & Venue Hire

Events may hire out individual rooms on an hourly basis or hire the entire Events Centre.

All events must share the site with public guests, unless exclusive use of the entire site and all lodges are booked by the event.

Events must be booked for a minimum of 2 nights.

Hay’s Wood Retreat does not hold a day licence and cannot accept day guests. All attendees must stay overnight.

The Events Centre closes at 11:00 PM due to licensing restrictions and cannot be open past this time under any circumstances.

3.2 Shared Use Policy & Liability Waiver

Events operating under Shared Use conditions must ensure that their guests do not disrupt public guests.

If disruption occurs, and Hay’s Wood Retreat is required to issue refunds to public guests, the Event Organiser will be liable for covering these costs.

4. Exclusive Use Packages

4.1 Classic Package

Requires a minimum booking of 5 lodges and a 2-night stay

Events Centre hire: £1000 per night.

Includes:

Access to Hay’s Wood Hall

Exclusive Use of the Media Centre (please see separate media terms and conditions)

Professional Commercial Kitchen

Pre-Designed Setups

Additional Terms:

No external equipment or items may be stored at Hay’s Wood Retreat.

Events must use our table layout.

Events are indoor only.

4.2 Bespoke Package

Requires a minimum booking of 5 lodges and a two-night stay

Events Centre hire: £1250 per night.

Includes:

Customised Designs and Layouts

Pre-Event Consultations

Indoor and Outdoor Options

Access to Additional Features

Additional Options:

The Organiser may hire marquees, specialty décor, and unique entertainment at an additional cost.

5. Payment & Documentation

5.1 A 10% deposit is required at the time of booking to secure an event space or exclusive use package. 5.2 The remaining balance must be paid no later than 4 weeks prior to the event. 5.3 All paperwork, lodge allocations, and required documents must be submitted by the Lead Booker 2 weeks before arrival. 5.4 Any additional costs for damages, excess cleaning, or policy violations will be charged post-event. 5.5 For last-minute bookings made less than 2 weeks before the event date, full payment and all required documents must be submitted within 7 days of arrival.

6. Catering & Kitchen Use

6.1 The Lead Booker is responsible for hiring any external caterers. 6.2 All caterers must complete the required documentation and hold official certification before being permitted on-site. 6.3 Only individuals with the appropriate documentation will be allowed access to the commercial kitchen. 6.4 Caterers must review and acknowledge what Hay’s Wood Retreat does and does not supply before arrival. 6.5 Hay’s Wood Retreat is a dry site; however, vendors can be hired at an additional cost. Alcohol cannot be served inside the Events Centre, but may be served outside in designated areas.

7. Media Centre Use

7.1 The Media Centre is not staffed by Hay’s Wood Retreat and can only be used by a qualified technician. 7.2 The technician must meet with our on-site technician prior to the event to receive instructions on how to use the equipment. 7.3 This meeting must be pre-arranged and booked no later than 4:00 PM on the arrival date. 7.4 Failure to complete this meeting will result in the Media Centre being locked and unavailable for use, including microphones, sound systems, TVs, and stage lighting.

8. Guest Conduct & Damages

8.1 The Organiser is responsible for ensuring all guests comply with site rules. 8.2 Any damages caused to property, lodges, or event spaces will be charged to the Organiser. 8.3 Noise must be kept to a minimum after 10:00 PM.

9. Liability & Insurance

9.1 Hay’s Wood Retreat accepts no liability for:

Loss, theft, or damage to personal property.

Injury or accidents that occur due to negligence of the event organisers or guests.

10. Force Majeure

10.1 Hay’s Wood Retreat is not liable for cancellations or disruptions caused by circumstances beyond our control, including but not limited to:

Extreme weather conditions

Natural disasters

Government restrictions

11. Amendments & Discretion

11.1 Hay’s Wood Retreat reserves the right to amend these Terms & Conditions as needed. 11.2 Failure to adhere to any policy outlined may result in additional charges or refusal of future bookings.