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 welcome book provided in every cottage for information you may require

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)

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.