Terms & Conditions

TERMS & CONDITIONS

Please take a minute to read our Terms & Conditions, which outline our obligations to you & your responsibilities to us.

Bookings

To make your booking request, you, as the person in charge of the party (“the lead booker), must be over eighteen and have the authority of all persons in your party to book on their behalf. As the lead booker providing credit/debit card details, you agree that you shall be responsible for paying the deposit and the full price, for making any amendments, any cancellation requests and for the payment of any additional charges. You also agree that you will be personally liable for any loss or damage caused by any member of your party or animal accompanying the party and that you accept these Terms & Conditions on behalf of all persons in the Booking. Our Contract continues until the last member of the party has left Swallowfields, and any monies owed are paid in full.

You as the lead booker will complete the Booking using the online booking system on our website. On completing the Booking, you declare that the information provided is accurate. Provisional bookings made by telephone or email will be cancelled after 7 days if not booked online. We accept no responsibility for mistakes made when booking and paying a deposit over the telephone, so please make sure you check your confirmation carefully once received. We require a 30% non-refundable deposit to secure your booking. You and your party members agree to be bound by these Terms and Conditions by submitting a booking request.

Confirmation

Our acceptance of your booking request is at our discretion and will only occur once a deposit has been received and we issue an email confirming your booking, subject to these terms. At this point, a contract shall exist between you and us on these Terms and Conditions.

Prices

You will pay us the price of your break as set out online when you submit your booking request. Prices include VAT at the current prevailing rate. The price includes:

• Your accommodation for the maximum number of guests we indicate; and
• Any other amenities or services included in the price in the information provided on our website

Prices do not include any additional services, features or facilities unless they have been specifically included as part of a promotion to your booking. Additional charges may apply for these services, features and activities. Please note that an additional separate agreement with activities booked with one of our external partners may be required.

Price adjustments, promotions and discounted offers are introduced at our discretion and are subject to availability. Offers cannot be used in conjunction with any other promotion or discounted offer and may be withdrawn at any time before the Contract is formed.

Payment

Full payment is due for bookings received within 8 weeks of your holiday start date. If you place your booking more than 8 weeks before the start date of your holiday, we will request a 30% deposit. The balance of the total payment will be due 8 weeks before the start date of your holiday. If we do not receive full payment from you by the due date, we will treat this as a cancellation of the booking, and you will forfeit the total cost of any payments made to date. We will give no refund if you reduce your dates booked or early departure.

Payment for bookings can be made by Debit or Credit Card, either online or by telephone.

You must pay for all items on your honesty shop tab before you leave.

Cancellation and changes to your booking

If you want to cancel your booking, you must notify us as soon as possible and confirm this in writing. Once your booking has been confirmed, minor changes will not incur a charge. However, excessive amendments could incur a £25 administration charge.

Provided written notice of cancellation is received by us not less than 8 weeks before your holiday’s start date, only the deposit will be forfeited. If we receive less than 8 weeks’ notice, you will be liable to pay the total cost of the holiday, including any extras or unrecoverable commitments made by us to third parties connected with your pre-booked activities and events. We strongly recommend that all guests take out UK travel insurance for protection if they cannot travel.

We reserve the right to cancel your holiday. In the unlikely event of us having to cancel your holiday (except where you have failed to make full payment on time), we will offer you the choice of a full refund of all monies paid to us (unless due to force majeure) or the option of re-booking your holiday. Please note that refunds can only be made to the original payment method.

Arrival and departure

We offer a self-check-in process for your convenience.

Check-in is available from 4 PM to 8 PM. If you arrive before 4 PM, we recommend visiting the nearby Robin Hood Inn, just under a mile away at Gloucester Road, Castlemorton, Malvern, WR13 6BS. It’s a dog-friendly pub where you can relax and enjoy a drink while you wait for check-in. Your lodge will be open and ready for your arrival. Check-in using the Smart Welcome Tablet that is located next to your Welcome box of traybakes, and we’ll know you’ve arrived!

We kindly request that guests arrive before 8:00 PM. Our location has limited lighting after dark to protect local wildlife. Early arrival will ensure you can safely navigate the area and get settled in comfortably.

Check-out is at 10 AM on your last day. Please ensure you check out on your Welcome Tablet so the cleaning staff know when your lodge is vacated and can access it for cleaning.

You will incur a late stay charge of £50 if you stay later than the departure time. On the day of departure, please leave your safari lodge in a good state of cleanliness, including bins emptied in the appropriate waste bin or recycling bins located behind your safari lodge, sink, fridge, and oven left clean and empty.

Number in Party

We accept 6 people (plus one baby/toddler in a travel cot) and 2 dogs per safari lodge. If maximum occupancy is exceeded, then two safari lodges must be booked. Group and single-sex bookings are welcome by Swallowfields, provided that our low noise policy is agreed to (see Low Noise Policy for more details). During school holidays, Swallowfields is primarily a family site. We would request that groups and same-sex parties contact us before your booking to discuss your needs to ensure that we are the right fit for your break.

Visitors

Visitors are welcome on site with prior consent, but we ask that there are at most 2 adult visitors (and any associated children) per Safari Lodge. Any visitors will need to depart by 10.00 pm. We ask that visitors remain respectful of other glampers whilst on site and that large groups don’t gather.

Dogs

A maximum of 2 dogs per safari lodge is welcome, subject to booking and paying the £25 supplement per dog online. Owners must keep their dogs under control and on a lead at all times (can be off lead in your private, secure garden). They must not be left unattended at any time, including in your car. Accident fouling must be cleared up immediately for obvious health and hygiene reasons and put in the dog waste bins provided.

Dogs must be microchipped (as the law requires) and be up to date with their vaccinations. 

We reserve the right to refuse entry to any dog we deem dangerous, and any owner unable to control their dog will be asked to leave. Dangerous dogs act 1991 – Under the Act, it’s illegal for a dog to be ‘out of control’ or bite or attack someone. The legislation also makes it an offence if a person is worried or afraid a dog might bite them (the term is ‘reasonable apprehension’). It’s important to ensure that your dog is kept under control at all times and in all places. (www.rspca.org.uk).

Weather

We regret the weather conditions are beyond our control and cannot refund any monies if you cancel your booking or reduce your stay due to the weather.

Car Parking

We offer free parking. Our glampsite is car-free; all vehicles must be parked in the designated private guest car park. Vehicles and their contents are left at the owner’s own risk, and we do not accept responsibility for loss or damage (save as may not be excluded or restricted by applicable law).

Guest Behaviour

Guests are requested to conduct themselves appropriately and comply with our procedures and requests about conduct and respect for the property of the safari lodges, our employees and guests, and their own or others’ health and safety. Guests are requested not to disrupt the comfort and enjoyment of other guests or cause offence to other guests or our staff members.

Low Noise Policy

This is a quiet glampsite. Please respect fellow glampers, and our neighbours, no loud music, and please keep all noise to a low level between 10.00 pm and 8.00 am. Everyone has different needs on holiday, and this enables everyone to enjoy the site. Whilst we do accept small groups, we are a retreat and not a party glampsite. This means no music, musical instruments, shouting, singing, or any significant noise that disturbs the stay of others. If you are sitting out at night on your deck, around the fire pit or hot tub, please be aware that noise carries easily, so please keep your voices low.

Poor behaviour or anyone found damaging or defacing facilities or property will be evicted from the site. We reserve the right to terminate the visit of any person or group at any time during the stay whose behaviour is unacceptable. Where this is the case, we shall have no obligation to refund you for lost accommodation, other services or any other loss or expense incurred. We reserve the right not to accept any future bookings from you or any party member.

Noise and Local Festivals

Please be aware that our glamping site is located in the scenic Malvern Hills, an area that regularly hosts vibrant local festivals, outdoor events, and live music concerts during the summer months (particularly in July and August). Depending on the dates of your stay, music and event noise may carry across the valley and continue late into the night. While we hope you enjoy the festive atmosphere, these events are beyond our control. We recommend checking the official Visit The Malverns website ahead of your stay to view upcoming local event schedules and festival dates. We cannot accept liability, offer refunds, or issue compensation for any noise disruption or disturbances caused by these external community events during your stay. By confirming your booking, you acknowledge and accept that a completely quiet, rural environment cannot be guaranteed during active festival weekends. 

Use of Equipment and Facilities

We want all our guests to relax and enjoy the facilities available at Swallowfields in safety. When using equipment or facilities, you must safeguard your health and safety, including others. You will be responsible for any loss or injury caused to yourself, other people or the equipment or facilities through your unsafe or improper use of the equipment or facilities (including your use of them whilst under the influence of alcohol or medication) or your failure to advise staff of a medical condition relevant to your use of the equipment or facilities.

Please be aware that some guest equipment, including fire pits, wood-burning stoves, and hot tubs, may be hazardous if misused. Use of the facilities and any other activity at Swallowfields is entirely at the members of your party’s own risk.

Children

Children must be supervised by a parent/guardian throughout your stay, especially on the Adventure Castle, Nature Hideout area, hot tub and open fires. We want your children to enjoy the surroundings, but please ensure they respect other guests and their privacy. Please do not use the adventure castle and nature hideout after 9.00 pm and respect our low noise policy.

Fire Safety

Hot Tubs

The hot tub is cleaned, filled, treated and heated ready for your arrival. If the hot tub rules are followed, the water will remain clean and suitable for use for the duration of your stay. We set the temperature to  37°C during the summer months and  38°C, just above body temperature during the Spring and Autumn months.  In very hot weather, the hot tub temperature may rise slightly above its normal set temperature of 37°C due to the hot tub insulation. If this happens, please do not try to lower the temperature using the control panel, as this can take time to adjust. Instead, simply open the hot tub cover for 20 to 30 minutes before use to let the water cool naturally, then check the temperature on the display before getting in. If needed, leave it open a little longer and recheck until it returns to the set temperature.  

Daily Hot Tub Health & Safety Maintenance
To ensure strict compliance with UK health and safety standards, a mandatory water quality and chemical safety check must be performed on your hot tub every day of your stay. This brief, essential maintenance check is carried out by a member of our team daily at approximately 10.00 am to ensure the water remains safe, clean, and hygienic for your continued enjoyment. This check requires access to your outdoor deck space for a few minutes; however, our team will fully respect your privacy and will not enter your safari lodge. By confirming your booking, you agree to allow our team access for these vital safety checks.

Operating Hours & Safety Guidelines
We know you want to get the most out of your hot tub, and we want you to enjoy it. To preserve the peace of our rural surroundings, hot tub use is strictly limited to the hours of 8.00 am to 10.00 pm. For your safety and enjoyment, please ensure you follow our safety guidelines:

• Swimwear: Essential when using the hot tub and must be worn at all times.
• Showers: Always shower to remove any creams and lotions before entering the hot tub.
• Head Position: Keep your head out of the water at all times.
• Child Supervision: An adult must closely supervise children in and around the hot tub area.
• Age Limits: Please do not allow children under 4 years of age, or those unable to keep their heads above the water level, to use the hot tub.
• Child Temperatures: The temperature for children should be slightly lower (around 35°C), and soaking time should be limited to 10 minutes to allow their body temperature to regulate.
• Babies and Toddlers: Should not be allowed in a hot tub as their thin skin makes them more susceptible to overheating. Their skin will also be more sensitive to the chemicals in the hot tub, which could lead to severe irritation.
• Under 16s: An adult must accompany all bathers under 16 years of age.
• Medical Conditions: Seek medical advice if you are receiving medical attention, have a long-term illness, are pregnant, or have a condition affected by heat (for example, a heart condition or high/low blood pressure).
• Substances & Food: Do not use the hot tub after a heavy meal or under the influence of alcohol or sedatives.
• Banned Items: No food, glass, sharp objects, liquids, pets, bubble bath, or oils are allowed. Bringing these items into the tub may result in the hot tub being drained. Plastic wine glasses are provided in your drinks cabinet.
• Wellbeing: You should get out of the tub immediately if you start feeling unwell, uncomfortable, giddy, or faint.
• Time Limits: At 39–40°C, limit your time in the hot tub to a maximum of 15 minutes, as extending this time can affect your inner organs and cause fever-like conditions. At 36–37°C, this time can be extended as this is body temperature and there is no risk. However, overuse will affect the chemical balance and overall enjoyment.
• Capacity: Do not exceed the maximum permitted number of bathers for your specific unit.
• Slippery Surfaces: Please take care when getting in and out of the hot tub, as the steps can be slippery when wet.
• Weather:  Do not use the hot tub during a storm.

• Life-Threatening Emergencies: Dial 999 or 112 immediately from your mobile phone to reach emergency services.
• Site Management: For urgent on-site hot tub issues or safety concerns, contact the site manager immediately using the phone numbers listed on your Welcome Tablet.
• What3Words Location: To help emergency services locate your exact safari lodge in this rural area, quote your unique lodge location listed below:
  • Meadowsweet Lodge: ///butlers.save.different
  • Betony Lodge: ///ketchup.save.crackled

Hot Tub Water Quality

The hot tub is cleaned, filled, treated and heated ready for your arrival. If the hot tub rules are followed, the water will remain clean and suitable for use for the duration of your stay. To help keep the water clear, please ensure that no drinks, food, glass, sun cream, fake tan, makeup, deodorant, oils, bubbles or other products are taken into the hot tub, and that all guests shower before use. If these rules are not followed, the water can become cloudy or murky, and the hot tub may need to be fully drained, cleaned and refilled.  

Mid-Stay Refill Charge

If a full drain, clean and warm refill of the hot tub is requested during your stay, a charge of £40 will apply. This charge helps cover the cost of emptying, cleaning, refilling, reheating and re-treating the tub. Please note that this process takes approximately 2 to 2.5 hours and, as the tub is refilled with warm water, it will be ready to use again straight away.

Smoking

E-cigarettes and Vapes are permitted within your private garden area. We operate a non-smoking & non-vaping policy throughout our safari lodges, including the deck area and the rest of the glampsite. A £150.00 fine will be charged to guests that do not adhere to this policy.

Safari Lodge Housekeeping and Maintenance

The safari lodge must be left in a clean and tidy condition. Including any washing up, bins emptied in the appropriate waste bin or recycling bin located outside the safari lodge, sink, fridge and oven to be left clean and empty and for group bookings, equipment put back in the correct safari lodge. Additional housekeeping and cleaning will incur a charge of £50. 

Please make us aware of any breakages caused during your stay to replace items for the next guest. Whilst we expect a degree of wear and tear, we reserve the right to charge you for any costs or expenses we incur due to any breakages.

We aim to carry out any maintenance and repairs on change over days. Still, should there be an emergency that we consider may pose a risk to our guests or staff’s health or safety, we reserve the right to carry out emergency maintenance work during your stay. We will seek to ensure that any such facility or service is reinstated as soon as practicable. In this instance, no refund or compensation will be given.

Damage to property

We reserve the right to charge your credit or debit card for any damage to the property or structure (including specialist cleaning) that has been caused by the accidental, deliberate, negligent or reckless acts of guests or for any items that are missing or damaged when you leave.

Force Majeure

We cannot offer refunds or compensation as a result of force majeure or any circumstances beyond our reasonable control, including, but not limited to, floods, earthquakes, extremely adverse weather conditions, natural disasters, other acts of God, epidemics or pandemics, acts of terrorism, fire or failure of electric power, gas, water, or other utility services, plant machinery, computers, vehicles or any collapse of building structures. In this instance, we will offer the option of re-booking your holiday.

Limitations of Liability 

Swallowfields, its staff and agents shall not be liable for any loss, damage or injury suffered by them or their property, howsoever caused, save in respect of death or personal injury to the extent caused by the negligence of Swallowfields, its staff and agents. All items brought into Swallowfields are brought and left entirely at your risk. This is not intended to affect any mandatory rights you may have under local law that we cannot legally restrict or exclude.

We shall have no responsibility for loss, damage, or injury related to any services, features or facilities provided or supplied by third parties. It would be best if you established separate arrangements with those third parties.

Complaints

At Swallowfields, we do everything possible to create a positive holiday experience. Should you have cause for complaint, please let us know immediately, and we will endeavour to resolve your issue as quickly as possible during your stay.

After your holiday, if you feel that your complaint is unresolved after addressing the issues during your stay, you must put your complaint in writing to us within 14 days of departure. Please email your complaint to hello@swallowfieldsretreat.co.uk with the detail of your complaint. Due to data protection, we can only discuss the complaint and booking details with the lead booker.

Information about you

We are committed to keeping your personal information safe and confidential, both online and offline. Please read through our Privacy Policy to ensure you know how Swallowfields obtains and uses your information and how we keep it safe.