Terms and conditions
The Tranquil Otter provides private and peaceful luxury lodge accommodation Cumbria - 5 star luxury lodges lodges with hot tubs, perfect holiday accommodation to rent, situated in area of natural outstanding beauty near Carlisle. All bookings are on our standard terms and conditions set out below.
Terms and Conditions
The Tranquil Otter Limited ("The Tranquil Otter", or "we" or "us") agrees to licence the guest identified on the Booking Form ("the Guest") to occupy the holiday lodge identified on the Booking Form ("the Lodge") on the terms and conditions set out below which will not be varied except in writing signed by a director of The Tranquil Otter Limited.
Lettings and use
The Guest agrees with the Tranquil Otter acting either for itself or as agent for the owner of the lodge to occupy the Lodge when and as booked by 1) the completion and return to us by post, fax or on-line of a booking form, 2) receipt by the Guest of our written confirmation of acceptance of the booking of the specified lodge and 3) the payment of the agreed occupancy charge in full by the specified payment dates. The lodge may be used as quiet holiday accommodation by the Guest and members of the Guest's party named on the Booking Form and accompanying the Guest only, not for business purposes or by others.
Confirmations and Online Booking
A contract will be made only when the booking is confirmed by us by post or email together with a copy of these terms of these lettings. Any Guest submitting a booking via our online reservation system will receive an automatically generated booking summary by email to the email address provided in the booking form. This does not form a contract between the Guest and us.
Each lodge at The Tranquil Otter, Thurstonfield, CARLISLE CA5 6HB ("the Site") is suitable for occupation in both Summer and Winter and is located at the water's edge with a clear view over the Thurstonfield Lough. Please see the "Accommodation" section of the web site for a summary specification of our entire lodge range.
The maximum number of occupants shown for each lodge on the specification includes all adults and children over three. Up to two babies may be accommodated in cots and high chairs that we can provide. Lodges may not be occupied by anybody except the people named on the booking form. Additional people may not be accommodated on site over night, whether in the lodges or in tents or vehicles. If this limit should be exceeded The Tranquil Otter reserves the right, but accepts no obligation, to make appropriate additional arrangements and charge for these.
A provisional booking, that we may agree to hold for up to three working days, may be made by telephone, fax or email. If a provisional booking is made, this must be followed within three working days by a completed booking form and payment. Bookings and other arrangements are firm only when confirmed by us in writing.
A non-refundable security deposit in case of cancellation of £150 is required with any booking plus the cost of Cancellation Cover, if any.
The full occupancy charge for the whole holiday must be paid at least six weeks before the start of the booking or at the time of booking if the booking is made less than seven weeks before the start of the holiday. We are not responsible for reminding the Guest to make any payments. We reserve the right to re-let the lodge if any balance due is not received by the correct date. The deposit will then be forfeit.
Cancellation Cover for Guests
Once the Guest has booked their holiday and we have confirmed the booking, our agreement is a legal contract and the Guest's deposit is not refundable under any circumstances. If for whatever reason the Guest cannot take the holiday and the booking cannot be re-let, the Guest is still liable to pay for the booking in full, even if we have not yet received your balance. If we do succeed in re-letting the booking, you are no longer liable for the balance, or we will refund it to you if you have already paid it, less a £50 administration fee. For this reason we strongly recommend that you take out cancellation insurance, which is inexpensive and can normally be obtained from any insurance broker. We can provide limited Cancellation Cover for persons named on the booking form at a cost of £15 for a short/midweek break, £25 per week or £35 for two weeks booked. Evidence of illness or accident including medical certificate(s) acceptable to us will be required in the event of a claim. Please see separate sheet for detailed terms.
Means of Payment
Payments of deposits, occupancy charge and cancellation cover may be made by cheque payable to The Tranquil Otter Limited or by credit or debit card (a surcharge equal to that which we are charged by the credit card company (normally 1.25%) applies to payment by credit card). Any other payments for equipment and supplies are taken at time of usage. It is a term of the agreement between us, if you use a credit card, that you authorise us to hold the card details until the seventh day after the end of your occupancy and to debit to the card on the due date any balance of the Occupancy Charge that may be due and unpaid and any amounts due to us for goods or services provided or breakages or damage for which the Guest is responsible.
Unless otherwise arranged and confirmed by us in writing, you may collect the key of your lodge between 4:00 pm and 7:00 pm on the day of arrival and the lodge should be vacated, and the keys returned, between 7:30 am and 10:00 am on the day of departure. We would appreciate a call or email in advance to indicate your expected arrival time particularly if you anticipate arriving after 6:00 pm. This is so that we can be around to welcome you on arrival. If you do not let us know when you are arriving, then we cannot sure to be there when you arrive.
If, for any reason, the booked Lodge is unavailable and an acceptable substitute is not available, our liability is limited to the lesser of loss shown to have been suffered by the Guest and twice the amount paid to us for the holiday.
The Guest acknowledges that The Thurstonfield Lough and its surrounding woodlands are a Site of Special Scientific Interest and as such a natural environment specially protected by law. The Guest agrees to treat the Site and to use the Lodge, the log burner, any boat, cycle, disability scooter or other equipment provided with care and in accordance with any instructions provided and to leave them in the state in which he found them, excepting fair wear and tear. Any damage to, or loss of, any such item must be reported to us. The Guest is liable for the cost of repair or replacement of any missing or damaged items or any cleaning necessitated by anything other than normal holiday use by the Guest's party. In particular, the Guest agrees to use any hot-tub or sauna in accordance with the guidance provided in the Lodge and to observe the rules for the accommodation of animals (see below). We reserve the right to charge £50, or cost if greater, for a water change of a hot-tub if misuse (such as failure to take a shower before entering the tub) should necessitate it or for cleaning up after a dog. It is a condition of the occupancy that the Guest agrees to pay sums due for damage or misuse promptly on first demand and authorises us to charge the cost of any such damage or misuse to the Guest's credit or debit card, if provided.
What's Included With a Lodge?
- A set of clean bed linen and towels.
- Use of a boat.
- Reasonable electricity and gas usage.
- The saunas are on a coin meter and are paid for separately as used.
- A log burner for which for safety reasons only dry seasoned logs obtained from us may be used. An initial barrow load of logs is provided with each lodge. More logs are available for purchase.
- Use of Laundry room with a washing machine and tumble drier.
- Free access to lake and woodlands of the site, subject to safety and environmental considerations.
No animal may be brought onto the Site or into a lodge without our express written agreement on each occasion.
- Up to 2 well behaved small or medium sized dogs per lodge are normally welcome at an additional charge of £30 per dog per week/part week. The Guest is fully responsible for anything done by his animal.
- Animals must not be allowed to disturb other Guests or the wild-life (for example, by excessive barking) and are to be under control at all times and never allowed to roam.
- Dogs are not to be left unattended.
- Dogs are not to go into bedrooms or on beds or chairs under any circumstances, nor may they be dried with, or sleep on, any of the linen or furnishings provided. Additional cleaning charges may be incurred for cleaning if these points are ignored.
- Dogs should have their own beds or blankets to sleep on.
- Dogs are to be cleaned and, if wet, towelled dry before entering lodges.
- Animals are not to be allowed to foul the Lodge, decking, roads, paths or lawns of the site.
- In the event of a pet fouling any of these areas the owner must immediately clean it up.
For animals other than dogs, please ask, but our status as a Site of Special Scientific Interest means that we cannot take any animal that might take up residence with us on a permanent basis!
The Tranquil Otter is an unspoilt country site with an unfenced lake and woods in their natural states. These inevitably present potential hazards and merit care on the part of guests. There are, for example, small bridges over streams, boardwalks across swampy ground, fallen trees left lying to provide rich habitats for birds, mammals and invertebrates. There is much unfenced water around the site that can be dangerous, even for good swimmers. Guests must accept the need to exercise care. Children must be supervised by a responsible adult at all times. Bicycle helmets and buoyancy aids are strongly recommended.
All lodges are strictly non-smoking inside.
We offer our Guests at The Tranquil Otter a tranquil setting and high quality accommodation in a site of Special Scientific Interest which is also our home. In the interests of the Site, visitors, fellow guests and our family, we reserve the right at our absolute discretion to terminate or cancel a holiday or booking at anytime without notice if we judge that any Guest is in breach of these conditions or liable to disturb or damage the Site or the legitimate interests of fellow guests or of our family. (Neither we nor our predecessors have yet had to exercise this right.)