Holiday Terms and Conditions

HOLIDAY BOOKING TERMS AND CONDITIONS

Last updated: 09/01/2026

INTRODUCTION

We are ELL Hold Co Limited, trading as Hornbeam 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 hornbeamlodgeescape.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.

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.

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.

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.

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.

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.

Barbecues

• You are permitted to operate any type of conventional BBQ, such as a coal or gas-powered BBQ, as long as you keep it raised off the ground.
• 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.

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@hornbeamlodgeescape.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

• We process your personal data in accordance with our Privacy Policy.
  

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.