Cheshire Glamping at Lady Heyes

Terms and Conditions

By making a booking and staying at Lady Heyes Holiday Park, guests agree to comply with these Terms and Conditions, together with the Welcome Brochure and any reasonable safety or operational instructions provided during their stay.

Nothing within these Terms and Conditions affects your statutory rights as a consumer.

1. General

1.1 All guests staying in glamping accommodation must be included on the booking and comply with the occupancy requirements of the accommodation booked.

1.2 Guests must comply with these Terms and Conditions, the Welcome Brochure and any reasonable safety or operational instructions issued by Lady Heyes staff.

1.3 Lady Heyes may introduce reasonable temporary restrictions or rules where necessary for:

Health and Safety
Security
severe weather
Fire risk
Maintenance
Protection of the park or its infrastructure
Another legitimate operational reason

1.4 Lady Heyes reserves the right to refuse entry or terminate a stay where there are reasonable grounds to do so, including:

Non-payment
Fraudulent, misleading or materially incorrect booking information
Serious or repeated breaches of these Terms and Conditions
Threatening, abusive, discriminatory or violent behaviour
Illegal activity;
Deliberate or serious damage
Behaviour creating a risk to staff, guests, contractors, property or the safe operation of the park
Circumstances where allowing the booking to continue would place Lady Heyes in breach of a legal or regulatory obligation

Where a stay is terminated because of serious misconduct or a serious breach by the guest, no refund or credit will normally be due for the unused portion of the stay, subject to applicable consumer law.

2. Check-in, Reception & Departure

2.1 Check-in

Check-in is from 2:00pm for:

Glamping Pods
RV Trailers
Static Caravan

2.2 Reception Opening Hours

Reception is open until 8:00pm.

On Fridays from Easter until the end of October, Reception is open until 9:00pm.

Reception: 01928 788 557

Once Reception closes, the park operates on an out-of-hours basis.

2.3 Arriving After Reception Has Closed

Guests expecting to arrive after Reception has closed must contact us on the day of arrival on 01928 788 557 so that key collection can be arranged with Security.

After-hours arrival / Security: 07841 204 963

Guests arriving after Reception closes must have arranged key collection in advance.

Latest Check-in

Check-in is not permitted after 10:30pm due to the park’s quiet hours.

Guests who fail to arrive before 10:30pm may not be able to access their accommodation until the following morning.

2.4 Check-out

Late check-out may be available subject to availability. Please ask Reception on arrival.

Glamping Pods: By 10:00am
RV Trailers & Static Caravan: By 12:00pm (midday)

Guests must depart by the agreed check-out time.

Unauthorised late departure may result in a reasonable additional charge where extra cleaning, staffing or operational disruption is caused.

2.5 Early Departures

Guests departing before Reception opens should:

Lock their accommodation;
Place their keys in the Night Safe located on the front right-hand wall of Reception
Text 07841 204 963 with their name, accommodation number and confirmation that they have departed

3. Identification & Booking Requirements

3.1 The lead guest must be aged 18 or over.

3.2 Valid photographic identification, such as a passport or driving licence, may be requested.

The lead guest’s identification must match the booking details.

3.3 Third-party Bookings: Where a booking is made on behalf of another guest, this must be declared.

The person actually occupying the accommodation must satisfy the applicable age and identification requirements.

3.4 At least one responsible adult aged 18 or over must occupy each accommodation unit.

Under-18s must not stay without an appropriate parent, legal guardian or responsible adult.

3.5 Group bookings are not accepted through the standard website booking process and must be arranged directly with the Booking Team.

3.6 Hen and stag parties are not permitted unless specifically agreed as part of an organised event or private-hire arrangement.

3.7 Minimum stays may apply on selected dates. Any applicable minimum stay will be displayed or advised before booking.

4. Accommodation & Occupancy

4.1 Guests must comply with the maximum occupancy applicable to the accommodation type booked.

4.2 Guests must not allow additional or undeclared people to stay overnight in the accommodation.

4.3 Exceeding occupancy limits or deliberately concealing additional occupants may result in termination of the stay.

4.4 Accommodation Substitution

In exceptional circumstances, including unforeseen maintenance, safety or operational issues, Lady Heyes may need to substitute the accommodation booked.

Wherever reasonably possible, replacement accommodation will be of an equivalent or higher standard.

If the only available alternative is materially inferior, Lady Heyes will discuss the available options with the guest, which may include an appropriate price adjustment or cancellation of the affected booking with an appropriate refund.

5. Payments

5.1 One-night stays must be paid in full at the time of booking.

5.2 For stays of two nights or more, guests may pay in full or use the deposit option generated by the booking system where available.

5.3 Where a balance remains outstanding, a payment link is normally sent approximately three weeks before arrival.

5.4 The remaining balance must be paid at least two weeks before arrival unless an alternative arrangement has been expressly agreed.

Payment is not accepted on arrival.

5.5 Failure to pay the balance by the due date may result in cancellation and release of the accommodation.

5.6 Guests are responsible for ensuring payment is made on time. Payment reminders may be sent but are not guaranteed.

To request a replacement payment link or make a payment, contact Reception on 01928 788 557.

6. Cancellations, Credits & Amendments

6.1 Cancellations

Cancellations must be made by the lead booker by telephone on 01928 788 557, unless Lady Heyes agrees another method.

Bookings made through a third-party booking platform must normally be cancelled through that provider.

6.2 Cancellation Policy

More than 14 days before arrival: Full refund
7–14 days before arrival: Credit for future use or rebooking
Less than 7 days before arrival: No refund will normally be provided due to the limited opportunity to resell the accommodation

Where a credit is issued between 7 and 14 days before arrival, the replacement stay must normally be at least two weeks after the original arrival date.

6.3 Cancellation Within 7 Days

One free name change may be permitted.

Where Lady Heyes is able to resell some or all of the cancelled accommodation, the amount retained may be reviewed to take account of any financial loss avoided through resale.

6.4 Credit Terms

Credits:

Are valid for 12 months from the cancellation date;
May be used for a stay taking place after expiry provided the replacement booking is Made before the credit expires
Cannot normally be used until at least 14 days after cancellation
Are non-refundable
Are non-transferable unless otherwise agreed or required by law

6.5 Date Changes

One date change may be made without an administration charge, subject to availability and any difference in price.

Additional changes may incur a £30 administration fee.

6.6 Early Departure

Where a guest voluntarily leaves before the scheduled end of their stay, no refund or credit will normally be provided for unused nights.

This does not affect any rights where the early departure results from a material breach by Lady Heyes.

7. Quiet Hours, Visitors & Behaviour

7.1 Quiet Hours

Quiet hours are 10:30pm–7:00am.

Guests must keep noise to a minimum during these hours.

Shouting, loud gatherings, amplified music or other disruptive noise is not permitted.

7.2 Outdoor Activity

BBQs, gatherings and music must end by 10:30pm.

7.3 Visitors

All visitors must leave the park by 8:00pm.

The lead guest is responsible for ensuring their visitors comply with site rules.

7.4 Behaviour

Guests must respect neighbouring guests, staff, contractors and other park users at all times.

Drunk, disorderly, threatening or unsafe behaviour will not be tolerated.

Serious incidents may result in removal from the park and police or other authorities may be contacted where appropriate.

7.5 Sound Systems

Large or amplified guest sound systems are not permitted.

8. Zero Tolerance — Harassment & Abuse

Lady Heyes operates a zero-tolerance policy towards:

Sexual harassment
Threatening behaviour
Verbal abuse
Discriminatory abuse
Physical abuse

This applies to behaviour towards:

Lady Heyes staff
Security
Contractors
Guests
Visitors
People working within independently operated businesses located on the park

Serious incidents may result in immediate removal from the park.

Police, emergency services or other appropriate authorities may be contacted where necessary.

9. Children & Supervision

Parents, guardians and responsible adults are responsible for the supervision and behaviour of children in their care at all times while on Lady Heyes Holiday Park.

Children must not be allowed to roam the park unsupervised.

Particular care must be taken around:

Roads and moving vehicles;
Hot Tubs;
Fire pits and BBQs
Accommodation areas
Communal areas
Recreational facilities
Electrical and restricted areas
Any other area presenting a potential safety risk

Attraction Village & Café

Children must be accompanied by and remain under the direct supervision of a parent, guardian or responsible adult when visiting the Attraction Village and Café.

The businesses and services operating within the Attraction Village and Café are independently owned and operated.

Individual businesses may have their own:

rules;
opening hours;
age restrictions;
admission requirements; and
terms of use.

Their location within Lady Heyes Holiday Park does not transfer responsibility for supervising children away from their parent, guardian or responsible adult.

10. Vehicles, Parking, Bicycles & E-bikes

10.1 Speed Limit

The maximum speed anywhere on the park is 5mph.

Drivers and cyclists must give priority to pedestrians and take particular care around children.

10.2 Parking

One allocated parking space is provided per accommodation unit unless otherwise stated.

Original Pods have nearby allocated parking rather than parking immediately beside the accommodation.

Additional vehicles must use the Main Car Park or another area directed by Lady Heyes.

Vehicles must not:

Obstruct roads
Block emergency access
Park in another guest’s allocated space
Park in unauthorised areas

10.3 Bicycles & Electric Bicycles

Pedal bicycles and electric bicycles/e-bikes are permitted but may only be ridden on the park’s one-way road system.

The 5mph speed limit applies at all times.

Bicycles and e-bikes must not be ridden:

Across grass;
Through accommodation areas
Through landscaped areas
On decking
Through pedestrian-only areas
Anywhere cycling has temporarily been prohibited for safety reasons

Children riding bicycles must be appropriately supervised.

10.4 Powered Recreational Vehicles

Electric scooters/e-scooters, hoverboards, powered go-karts, quad bikes, trial bikes and similar powered recreational vehicles must not be ridden on the park.

This restriction does not apply to mobility scooters, powered wheelchairs or other mobility aids used for accessibility purposes.

11. Electric Vehicle & E-bike Charging

11.1 Electric Vehicles

Charging electric cars, vans or other motor vehicles anywhere on Lady Heyes Holiday Park is strictly prohibited.

Electric vehicles must not be connected to:

accommodation electrical supplies;
communal electrical sockets; or
any other electrical supply on the park.

Lady Heyes Holiday Park does not provide electric vehicle charging facilities.

Guests requiring EV charging must use a suitable off-site public charging point.

11.2 E-bike Charging

E-bikes and removable e-bike batteries must not be charged:

Inside guest accommodation
From accommodation sockets
From communal sockets
From any other Lady Heyes electrical supply

Lady Heyes Holiday Park does not provide e-bike charging facilities.

11.3 Lithium-ion/ Lead Acid Battery Safety

Damaged, modified, swollen, leaking, excessively hot or otherwise defective lithium-ion batteries must not be brought into guest accommodation or communal buildings.

Serious or repeated breaches of these rules may result in termination of the stay where reasonably necessary for safety.

12. Pets

Dogs are permitted only in:

Windsor Pods
Stagecoach accommodation
Static Caravan

A maximum of two dogs per accommodation unit is permitted unless otherwise stated.

Applicable pet charges apply.

Dogs are not permitted in other glamping accommodation unless agreed by Lady Heyes in advance or required by law in relation to an assistance dog.

Dogs must:

Remain under proper control
Not cause nuisance, excessive noise or disturbance
Not damage accommodation or facilities
Have waste cleaned up immediately

Dogs must not be left unattended where doing so could cause distress, excessive barking, damage or disturbance.

Where a dog causes significant mess, staining, damage or additional cleaning requirements beyond normal use, the lead guest will be charged the reasonable cost of:

Additional cleaning
Specialist cleaning
Repair
Replacement

Dogs regulated under the Dangerous Dogs Act or other applicable legislation, including XL Bully types where relevant, must comply fully with legal requirements.

Assistance dogs are permitted in accordance with applicable law and should be declared at booking or as soon as reasonably practicable.

13. Fire Safety, BBQs & Log Burners

Only approved fire safety logs purchased from Reception may be used where applicable.

Only one approved log may be burned at a time.

Guests must not burn:

Ordinary wood
Coal
Paper
Kindling
Accelerants
Other unauthorised fuel

BBQs and fire pits must:

Remain raised above 30cm above ground
Be used only on designated stands or stone/plinth areas
Never be placed on decking, grass, picnic tables or other combustible surfaces

They must not be used during high winds, extreme weather or when Lady Heyes has temporarily suspended their use for safety reasons.

Ash must be allowed to cool fully before disposal.

Deluxe Pod Log Burners

When using a Deluxe Pod log burner:

Crack a rear window into the filter position for ventilation
Never leave a burning log unattended
Use the supplied glove/poker where required

Reception sells approved fire safety logs subject to availability.

Security cannot sell fire safety logs once Reception has closed.

14. Fireworks & Pyrotechnics

The following are prohibited anywhere on Lady Heyes Holiday Park:

Fireworks
Rockets
Firecrackers
Sparklers
Smoke devices
Pyrotechnics
Chinese/sky lantern or similar devices
Open Fires

Guests must not bring onto, store, ignite or release these items anywhere on the park.

This does not prevent an organised display specifically authorised and controlled by Lady Heyes management.

15. Fire Safety Equipment

If a fire alarm sounds, guests must leave their accommodation immediately and proceed to the designated muster point opposite Reception unless otherwise instructed.

Tampering with fire-safety equipment is strictly prohibited.

This includes:

Smoke detectors;
Carbon monoxide detectors;
Alarms
Fire extinguishers
Break-glass points

Guests responsible for damage may be charged the reasonable inspection, repair or replacement costs.

Serious interference may result in immediate removal from the park.

16. Hot Tubs

16.1 Hours

Private Hot Tubs may be used between 7:00am and 10:30pm.

16.2 Temperature

Hot Tub temperatures are maintained between 37°C and 40°C.

During warmer weather, Lady Heyes may reduce the temperature within this range for guest comfort and seasonal operating conditions.

Temperatures are controlled by Lady Heyes staff and must not be adjusted by guests.

A temperature anywhere between 37°C and 40°C is considered within the normal operating range.

16.3 Capacity & Children

A maximum of four people may use a Hot Tub at one time.

Children:

Must be at least 2 metres tall; and
Must be supervised by a responsible adult at all times.

16.4 Use

The following are prohibited in Hot Tubs:

Glass
Food
Smoking or vaping
Candles
Oils
Gels
Salts
Bubble bath; and
Other additives.

Built-in Bluetooth systems are disabled.

16.5 Daily Checks

Routine safety, chemical and water-quality checks take place from 8:00am daily.

Staff may briefly access decking or patio areas as necessary to complete these checks.

16.6 Departure Day

Pods: No Hot Tub use after 9:00am.
RV Trailers & Static Caravan: No Hot Tub use after 11:00am.

16.7 Hot Tubs on Arrival

Hot Tubs are cleaned, prepared and heated for arriving guests.

Because a Hot Tub may have been drained, cleaned and refilled, there may occasionally be a delay before it reaches its intended operating temperature.

A minor or temporary heating delay will not normally qualify for a refund or credit and does not prevent guests from checking into their accommodation.

Where a significant problem prevents the booked Hot Tub facility from being provided, Lady Heyes will assess the circumstances and any appropriate remedy.

17. Water Usage

Water supplied on the park is provided for normal domestic, drinking and approved holiday-use purposes.

Guests must not use the park’s water supply to wash, hose down or pressure-wash:

Cars
Vans or other vehicles
Bicycles or e-bikes
Other personal equipment

Guests must use water responsibly and avoid unnecessary or excessive consumption.

This does not prevent water being used where specifically instructed by Lady Heyes staff, including topping up a Hot Tub where required.

18. Smoking, Vaping, Drugs & Drones

18.1 Smoking & Vaping

Smoking and vaping inside guest accommodation is strictly prohibited.

Where smoking or vaping results in additional cleaning, de-fuming or remediation, the responsible guest may be charged the reasonable costs incurred.

18.2 Recreational Drugs

Recreational drugs are prohibited on the park.

This includes recreational possession or use of nitrous oxide.

Illegal drug activity or conduct creating a risk to others may result in removal and police may be contacted.

18.3 Drones

Drones must not be flown anywhere on Lady Heyes Holiday Park.

19. Rubbish, Housekeeping & Damage

19.1 Rubbish

Guests must:

dispose of rubbish in designated bins;
separate glass where instructed; and
leave their accommodation and surrounding area reasonably clean and tidy.

19.2 Housekeeping

Where accommodation is left in a condition substantially beyond what would reasonably be expected following normal use, Lady Heyes may charge reasonable additional cleaning costs.

19.3 Damage, Loss & Excessive Cleaning

The lead guest is responsible for damage, loss or excessive mess caused by:

Themselves
Members of their booking
Children in their care
Pets
Visitors

Charges may apply for:

Damage to accommodation
Theft or missing contents
Damage to furniture, fixtures or fittings
Significant staining
Excessive mess
Damage to decking
Damage to Hot Tubs or fire equipment
Lost keys or access cards
Damage to communal areas or landscaping
Damage to electrical, solar or other infrastructure

Charges will reflect the reasonable cost of:

Additional or specialist cleaning
Repair
Replacement
Labour
Contractor costs reasonably incurred

Charges are intended to recover Lady Heyes’ reasonable loss and are not intended to operate as a penalty.

20. Guest Property & Liability

Guests are responsible for taking reasonable care of their:

Vehicles
Equipment
Valuables
Personal belongings

Lady Heyes will not be responsible for loss, theft or damage to personal property where the loss or damage was not caused by Lady Heyes, its employees or agents.

Nothing within these Terms and Conditions excludes or limits liability where it would be unlawful to do so.

21. Wi-Fi

Complimentary Wi-Fi is provided as a courtesy service.

Availability, speed and performance may be affected by:

Demand
Equipment
Weather
External networks;
Third-party services
Circumstances outside Lady Heyes’ reasonable control.

Temporary interruption, reduced speed or loss of connectivity will not normally qualify for a refund or partial refund.

Wi-Fi should not be relied upon for essential, business-critical or emergency communications.

22. Padel Courts & Independently Operated Businesses

22.1 Padel Courts

Normal sounds associated with:

General play
Coaching
Racket and ball impact
Reasonable social activity

may be audible from nearby accommodation.

Reasonable noise from normal operation of the courts during authorised hours forms part of the park environment and will not, by itself, normally constitute grounds for a refund, discount or compensation.

22.2 Attraction Village & Café

The Attraction Village, Café and various other businesses located within Lady Heyes Holiday Park are independently owned and operated.

They may set their own:

Opening hours
Prices
Terms
Admission requirements
Operating procedures

Availability or closure of an independently operated business does not form part of the Lady Heyes accommodation contract unless expressly stated otherwise at the time of booking.

23. Challenge 25

Challenge 25 is enforced for alcohol, tobacco and other applicable age-restricted sales.

Valid photographic identification may be required.

24. CCTV, Video & Audio Recording

24.1 CCTV

Lady Heyes Holiday Park operates CCTV and video surveillance in selected areas across the park for the safety and security of guests, staff, contractors and visitors.

CCTV may be used for purposes including:

Protecting guests, staff and visitors
Preventing and detecting crime
Protecting Lady Heyes property and facilities
Investigating accidents, incidents and security concerns
Investigating complaints or disputes
Investigating threatening, abusive, discriminatory or inappropriate behaviour
Investigating serious or repeated breaches of these Terms and Conditions or site rules

CCTV may operate 24 hours a day in areas covered by the surveillance system.

24.2 Audio Recording

Some CCTV and surveillance equipment also records audio as well as video.

Audio recording is used only in selected areas where Lady Heyes considers this necessary for legitimate safety, security or incident-management purposes.

This includes certain areas such as Reception, where audio recording is used to help protect both guests and members of staff and to provide an accurate record where an incident, complaint, dispute or threatening or abusive behaviour occurs.

Audio recording is not in operation on every CCTV camera or throughout every area of the park.

Signage will be displayed where CCTV and/or audio recording is in operation.

24.3 Use of Recordings

CCTV and audio recordings may be reviewed where reasonably necessary in connection with:

An accident or reported incident;
A complaint or dispute
Suspected criminal activity
Threatening, abusive, discriminatory or inappropriate behaviour
Damage to property
A safety or security concern; or
A serious or repeated breach of these Terms and Conditions or site rules

Where lawful and appropriate, recordings may be provided to relevant third parties including the police, emergency services, insurers, legal advisers or regulatory authorities.

24.4 Data Protection

CCTV and audio recordings are handled in accordance with applicable UK data protection legislation and Lady Heyes’ privacy procedures.

Access to recordings is restricted to authorised persons where there is a legitimate reason for access.

Recordings will be retained only for as long as reasonably necessary for the purposes for which they were collected, subject to any requirement to retain footage relating to an incident, complaint, investigation, legal matter or insurance claim.

Guests and visitors may have rights in relation to personal information captured by CCTV or audio recording in accordance with applicable data protection law.

Further information regarding CCTV, audio recording and the processing of personal information can be requested from Lady Heyes Holiday Park.

25. Solar Array & Restricted Electrical Infrastructure

Restricted solar and electrical infrastructure must not be accessed or interfered with.

Guests and visitors must not:

Enter fenced electrical areas
Climb on solar equipment
Interfere with solar panels
Interfere with fencing
Interfere with cabling or inverters
tamper with restricted electrical infrastructure

These systems may operate at high voltage and interference can result in serious injury or death.

Children must be kept away from restricted electrical and service areas.

Damage may be charged to the responsible guest.

Any fault, damage or concern must be reported to Reception immediately.

Unauthorised entry or deliberate interference may result in immediate removal where reasonably necessary to protect health and safety.

26. Pricing Errors

Where an obvious pricing error is identified before a stay, Lady Heyes will inform the guest as soon as reasonably practicable.

The guest may choose to:

Proceed at the correct price
Cancel the affected booking and receive a full refund of sums paid for that booking

27. Complaints & Problems During Your Stay

27.1 Reporting Problems During Your Stay

If something is not right with your accommodation, Hot Tub, facilities or stay, please inform Reception, Security or another appropriate member of Lady Heyes staff as soon as reasonably possible.

Reporting an issue while you are still on site gives Lady Heyes the opportunity to:

Inspect the issue
Investigate what has happened
Provide assistance
Arrange maintenance or cleaning
Where possible, resolve the problem during your stay

Guests should provide reasonable access to their accommodation where access is necessary to inspect, investigate, repair or resolve a reported issue.

27.2 Formal Complaints

If an issue cannot be resolved during the stay, or a guest wishes to make a formal complaint, this should be submitted by email to:

[email protected]

The complaint should include, where applicable:

Lead booking name
Booking reference
Accommodation type and number
Dates of stay
Full details of the complaint
When and to whom the issue was reported during the stay
Relevant photographs, videos or other supporting information.

27.3 Response Times

Lady Heyes will provide an initial response or acknowledgement within 48 hours of receiving a formal complaint.

Where further investigation is required, the initial response may confirm that the complaint has been received and that further enquiries are being carried out.

A full response will be provided once the relevant information has been reviewed and the investigation completed.

Complex complaints may require information from several departments, members of staff, contractors or other relevant parties and may therefore take longer to conclude.

Lady Heyes will aim to keep the guest appropriately informed where additional time is required.

27.4 Opportunity to Resolve Issues

Guests are encouraged to report concerns during their stay wherever reasonably possible.

Where an issue could reasonably have been inspected or resolved during the stay but was not reported until after departure, Lady Heyes may take this into account when investigating the complaint and considering any appropriate resolution.

This does not affect a guest’s statutory rights.

28. Events Beyond Our Reasonable Control

Lady Heyes will not be responsible for delay, disruption or failure to provide a service where this results from circumstances outside its reasonable control which could not reasonably have been avoided.

Examples may include:

Severe or dangerous weather
Fire
Flooding
Failure of public utilities
Failure of external telecommunications networks
Emergency closure ordered by an authority
Major infrastructure failure
Epidemic or public-health restrictions
acts of terrorism or civil emergency; or
other comparable events outside our reasonable control.

Lady Heyes will take reasonable steps to minimise disruption.

Where the booked accommodation or a reasonable alternative cannot be provided, any appropriate refund, credit or remedy will be considered according to the circumstances and applicable consumer law.

29. Statutory Rights

Nothing within these Terms and Conditions is intended to exclude, restrict or limit any right or remedy that cannot legally be excluded under UK consumer law.

If an individual provision is found to be invalid or unenforceable, the remaining provisions will continue to apply so far as legally permitted.