Pomeroy Treehouse
Somerset, United Kingdom
The Orchard
- Our low price promise from £275 p/n
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Treehouse
Sleeps 2
- One king-sized bed (low ceiling) reached by a ladder style staircase
Overview
You’ll spy the space aloft amongst the pine trees, with willow branches draped around the circumference like a glistening green fringe. Up the handcrafted staircase, you’ll find a trap door, that you can lower behind you to shut yourself away from the world. The lounge, a deeply calm and inviting space, has floor to ceiling windows, and a wood burner for the chillier nights. With a vast expanse of countryside surrounding you, why not take out the vintage Dutch bikes to explore the area, tiring yourself out ready for an evening of relaxation.
Despite having a generously equipped and stylishly furnished kitchen, Pomeroy also sports an outdoor kitchen area, with its own sink, BBQ, pizza oven and even an outdoor fridge – so either make an intimate meal for two in the warm confines of the kitchen or take to the balcony to enjoy food al fresco, with a view of fields towards the vineyard and the cathedral. The deck is coincidentally where you’ll also find the grand bathtub with an air spa system, large enough for two, which you can enjoy as an end of the day treat, staring out on the skyline glistening with stars as it fades from blue to black. The bath could also serve as a welcome rinse after a spell in the Finnish electric sauna on the deck, should you not be tempted to use the double outdoor showers just outside it. Were every meticulously crafted detail of this treehouse not enough, there is one last surprise, a pièce de résistance, hiding away in plain sight. If you follow the winding turn of the spiral staircase inside, you’ll emerge at the roof terrace – an enclosed square of relaxing real estate, draped in tumbling willow leaves, with seating by a gas fire pit, an outdoor tv built into the wall, and even a dumb waiter to bring snacks up from the main deck and back again, as well as a breakfast bar for taking your meals to new heights. Pomeroy isn’t just a mind-blowing treehouse stay, it’s the chance to visit your dreams.
Essentials
The important stuff
- Check in: 4 PM (earlier can be arranged depending on availability)
- Check out: 11 AM
- Approx. 50 meters from other buildings, although separated by trees
- Private parking behind electric gates, with EV charging point
- The track to the cabin is lit, parking 150 meters from treehouse, wheelbarrow provided for luggage
- Near the car park, there is a communal pétanque area, and a seating area with lovely views towards the vineyard
- Please bring wellies, umbrella and a torch
- All firewood is provided
- Ultrafast WiFi
- Good phone signal depending on network
- Plug sockets
- Host feeds the fish and ducks at the pond each day, and you may be aware of her doing so
Sleeping arrangements
- One king-sized bed (low ceiling) reached by a ladder style staircase
Cooking
- All cooking facilities private
- Kitchen equipped with gas hobs, combination microwave oven, indoor and outdoor fridge with ice box
- Cutlery, crockery and glassware provided
- Cooking basics provided (salt, pepper, oil)
- BBQ
- Pizza oven
- DIY pizza packs are available to order from hosts, please request 24hrs in advance. The outdoor kitchen comes complete with flour to prepare your pizza, olive oil, red wine vinegar and salt/pepper.
Washing
- All private
- Indoor shower
- Sink
- Flushing toilet
- Outdoor shower
- Outdoor bath
- Shampoo, shower gel, bubble bath and soap provided
- Hot water thoughout treehouse
Heating, lighting & bedding
- Bed linen provided
- Towels provided
- Good quality bathrobes & slippers
- Wood burner
- Heated towel rail and underfloor heating in bathroom
- Hobbit stove and radiator in main room
- Electric lighting
- Candles
Entertainment
- Outdoor area with gas firepit and tv
- Borrow vintage Dutch bikes from the owners and explore the surrounding areas
- Bluetooth speaker and DAB radio inside the treehouse
- Bluetooth speaker inside the sauna
- Tablet provided with preloaded welcome information and Netflix
- Sauna
- Board games
- Deck chairs
Getting there
The Orchard, Castle Lane, Fenny Castle, Wookey, Wells, BA5 1NN
What3Words: ///midwinter.stood.grower - What3Words is a new more accurate version of a postcode. This will take you directly to the entrance so we recommend using this in your Sat Nav, but always remember to look at the owners’ directions too!
Once the owners receive confirmation of your booking you will be sent a link via email and SMS to their welcome guidebook which contains not only directions and gate codes etc. but details to help you get the most from your stay. So that this information can be viewed offline it is important that you add the guidebook app to the Home Screen of your device as instructed.
By public transport
The nearest bus station is Wells (3 miles).
The nearest train station is Castle Cary (15 miles).
By car
Please refer to the What3Words provided above. Your hosts will provide further instructions upon booking.
Food & Drink
At The Orchard
Upon arrival a complimentary welcome basket awaits which contains all local produce including cider, jam, pickle, cheese, milk and butter. Plus a loaf of fresh bread baked at the local mill.
Cooking essentials are provided such as oil, salt, pepper, tea, coffee, sugar, milk and alternative milks.
Book a private chef to cook at your accommodation with Ellison's Dining.
Your hosts also offer beautiful celebration packages which will make your stay extra memorable. Pricing below is for two people, please enquire with your hosts after booking for prices for more people.
For £85 (2 people):
Hand-tied flowers, mostly locally grown, arranged by nationally celebrated local florist 'Goldfinch'. Their ethos 'Out of the ordinary flowers for out of the ordinary people' A seasonal selection of beautiful flowers are presented in a water-filled vase and carry bag for-that true wow factor! Enjoy them whilst you're here, and easily take them home after your stay.
Handmade chocolates made locally by Craft House Chocolates in Somerton - a very yummy selection of milk, dark and white chocolates in a presentation box for you to enjoy whilst you are here.
A choice of either a chilled bottle of Champagne or a chilled bottle of award-winning English Blanc de Noir sparkling wine made by the neighbouring Fenny Castle vineyard. Described as 'a brilliant wine' at the English Wine Awards, you can either savour or quaff as you please, whilst taking in the stunning views of the celebrated local vineyard.
Prior to your arrival your hosts will display an artisan-made celebration banner in the accommodation which is relevant to your own special occasion i.e. birthday, anniversary, honeymoon, congratulations etc. Please note that to keep the presentation pack at a reasonable cost, your hosts kindly ask you to leave the banner in the accommodation upon your departure.
For £45 (2 people):
Prosecco & Peroni Package.
Two chilled bottles of premium Italian Prosecco for you to toast your arrival and celebrate your stay, sipping slowly in the bath tub or on the deck.
Twelve bottles of Peroni (330ml) perfectly chilled and ready to enjoy whist you soak up the stunning view and prepare your outdoor dining.
For £30 (2 people):
A chilled bottle of champagne or the local award-winning English Blanc de Noir from the neighbouring vineyard can also be ordered separately
For £20 (2 people):
BIY (Bake it yourself) authentic Neapolitan pizza pack.
This includes the perfect ingredients to create four (4) yummy and quality individual pizzas.4 x ready-to-roll Caputo 00 dough balls, 1 x Mutti pizza sauce, 2 x Fresh Mozzarella and a bunch of fresh basil. This will be refrigerated and ready for you to prepare together. Or one to prepare while the other lounges in the bath!! N.B. as an alternative, guests have an option of 4 (four) Caputo gluten-free pizza bases instead of the standard four (4) dough balls. £25.
All other ingredients in the pack are vegan and gluten-free. Additional pizza packs can be purchased during your stay with a minimum of 24 hours notice. These come as whole packs only, and are £20 or £25 as gluten free.
Local shops
There's a community shop 2 miles away.
The closest supermarket is Morrisons which is 3 miles away.
Pubs & restaurants
The Sheppey (3.7 miles) - an award-winning pub, and a lovely cycle ride away offering brilliant, modern European food. A constantly changing roster of beers and ales, and a bar covered in casks of local ciders.
The Pheasant Inn (15 minute walk) - your host's local pub and only a short walk through the lanes. The Pheasant is a friendly, rustic, traditional village pub, offering good wholesome pub food, with a menu that changes regularly and a selection of daily specials.
The Ring 'O Bells (20 minute walk) - this refurbished 14th Century Ale House has a friendly atmosphere, quality ales, ciders and lagers. A distinctly different village pub, offering superb, locally sourced, freshly prepared dishes.
The Wookey Hole Inn (3.5 miles) - nestling against the beautiful Mendip Hills, this pub looks outwardly traditional to the uninitiated, but once inside an explosion of taste, colour and texture awaits you. A laid back gastro pub, which draws influence from the local Wookey Hole caves and the old-world and new-age Glastonbury.
Root (3.5 miles) - a Michelin star graded restaurant serving modern, veg-led sharing plates in the heart of Wells. Root champions local suppliers and producers, and has a 'more veg, less meat' ethos.
Activities
At The Orchard
Massage by Jo - Jo creates a spa environment in your treehouse or cabin, inside, outside, underneath or by the bath, the choice is yours and of course weather permitting. Please contact Jo directly to book.
Play on the on-site Petanque court.
Explore the countryside using the on site vintage Dutch bikes. The Somerset Levels with narrow country lanes in one direction make cycling very easy, and there's no better way to discover the fantastic abundance of places to visit. The bikes are provided for daytime use, however, please bring your own lights and helmets if you so wish. The bikes are fully maintained and have puncture resistant tyres. Guests do however use them at their own risk.
Places to visit
Fenny Castle Vineyard (15 minute walk) - producing award-winning English wine in the neighbouring vineyard, which also does vineyard tours and cellar door sales. Only a short walk away!
Avalon Marches Centre (9 miles) - this magnificent and varied nature reserve is at the heart of the Avalon Marshes (part of Somerset’s Levels and Moors). It is steeped in history and is a superb place to watch wildlife, whether it’s an elusive bittern, an otter lurking in the reed beds, or the swirling flocks of starlings that come to roost in winter.
Wells Cathedral (3.7 miles) - Wells Cathedral is set in the medieval heart of England’s smallest city and is the earliest English cathedral to be built in the Gothic style. Free guided daily tours of the Cathedral are available all year round (except Sundays).
Glastonbury Abbey (4.8 miles) - England's largest Benedictine Monastery from the medieval ages lie in ruins amid 36 acres of pristine parklands with wildflowers, orchards and ponds. Featured on The Coolest Places on Earth TV show. The Glastonbury Abbey is full of history, including the alleged site of King Arthur's grave and the Glastonbury Thorn.
Somerset Rural Life Museum (4.5 miles) - discover Somerset’s landscapes, rural crafts, food and farming heritage.
Wilkins Cider Farm (5.8 miles) - located on a working farm, you can visit the barn to see the cider press in production and taste the golden stuff; alongside Cheddar and Stilton cheeses.
Outdoor & active
Parrett Trail Bikes (16.8 miles) - offers cycle hire on both full day and half-day rates. All the bikes are well-maintained and comfortable.
Duchess of Cocklemoor (16.8 miles) - Langport’s community boat operating from Spring to Autumn. Runs on solar energy, so blissfully tranquil experience.
Cheddar Gorge & Caves (9.7 miles) - Cheddar Gorge is one of Britain's most spectacular natural landmarks and boasts awe-inspiring cliffs and extraordinary subterranean stalactite show caves, plus many fascinating secrets about our prehistoric ancestors.
Stockhill Wood (7 miles) - renowned for its nightjar and long-eared owl populations, there is no shortage of wildlife to see if you enjoy bird watching.
Meet your hosts
Meet Hannah and Christian
Hannah, Christian and family are happy to share the beauty of the grounds with their guests. The original concept was for a single retreat to supplement a pension but it was not long before they realised the appeal and potential of their location and gardens and the current business was formed in late 2018. The main house is part Tudor and Victorian and has been a family home for 40 years. The business is the latest episode in a renovation story which has been ongoing since 2014.
Wildlife & the environment
The 3 acre site has lovely views and is well planted with many different species of mature trees which provide homes for several families of squirrels. They are justifiably proud of their topiary no more so than the large yew peacock that greets you at the entrance. There is a lake stunningly framed with weeping willows and which is fully stocked with carp and tench . The lake is also home to different types of duck and wildfowl. You may see deer, foxes and badgers. The fields to the East of the site are flooded during the rainy season and are a haven to many different types of birdlife. Other birdlife such as buzzards and kites can be viewed soaring in the thermals.
Reviews
We wanted somewhere special to celebrate our 25th wedding anniversary. Somewhere that provided luxury, unique and private which the Pomeroy treehouse was perfect. Thoroughly enjoyed our stay and used all the facilities plus made our own pizza ( ingredients provided) and had massage at the treehouse by local Jo( highly recommend) .
25/11/2024paul
We arrived in biblical tai, however, that didn't dampen our smiles from the moment we saw Pomeroy. It had been a dream holiday for me, as I always wanted to stay in a treehouse, but it had to be a proper treehouse. Wow Pomeroy far surpassed our expectations, the luxuries they have fitted in, are equivalent to a Spa experience. Despite the weather, we managed to use the outdoor bath and kitchen area. The sauna was fabulous too, so we used that each day too. The top floor had an outdoor TV, who knew you could do that! The gas firepit was a great addition, with comfy bean bags to sit on. Unfortunately, due to the rain, we didn't get to enjoy it as much as we would have liked. We added the Pizza kit package, this was a fun experience too. Making a proper pizza and cooking it outside in the gas pizza oven. We cannot recommend Pomeroy enough. The owners certainly know what their guests need, to make the best experience ever. We left feeling relaxed and refreshed, so don't hesitate, just book it!
23/09/2024Jacqueline
We had an amazing mini moon at The Orchard. We stayed in the Pomeroy Treehouse and it was just simply amazing - from the bath with jets, the sauna, the pizza oven, outdoor shower, TV rooftop area - I could go on! Trevor and the team were great, very friendly and the guidebook is very helpful. The location is lovely - we walked into Wookey (the Wookey Hub Cafe was fab!) and to the Sheppey for an amazing lunch. Felt like extremely good value too. Highly, highly recommend :)
16/09/2024Matilda
What an amazing space! We had a lovely weekend relaxing on the deck, listening to the various birds and watching the cows wander around the field below us. We had a lovely bike ride over to the nature reserve and then the pub, then watching the sunset from the amazing bathtub on the deck. Such a great weekend!
13/09/2024Fran
We stayed for four nights in this tranquil and private getaway. The outdoor bath and showers were a delight and we loved the large decking area. We visited Wells,Glastonbury and made use of the bikes to the Westhay Moor natural reserve on flat and quiet roads. Would recommend The Sheppey for a meal out and the Ring O'Bells for a 30 min walk and drink - it was packed on a sunny Monday evening. We highly recommend this treehouse for a short break.
12/08/2024Rupert
Booking Terms
Canopy & Stars low price promise
Book with us in confidence knowing you won’t find that place cheaper elsewhere. All of the prices we display are set and matched by our Owners. (In this world of foreign currency, we do have to say 'subject to exchange rates' for some of our European places.)
What does ‘from price’ mean?
Our ‘from price’ is based on a four night stay in low season and designed to help you to compare different prices across our collection. Some of our Owners vary their nightly rates and check in days throughout the year, so it may differ from the rate quoted below the calendar. It is quite common (although by no means universal) for places to charge a little more in peak season or for shorter stays, to cover changeover costs. Consider booking longer stays during the cooler months if you’re looking for the lowest nightly rates.
Agency Terms & Conditions
Except where otherwise specified, we Sawday’s Canopy & Stars Ltd (Company No 09088366) of Merchants House, Wapping Road, Bristol, BS1 4RW act only as an Agent in respect of all bookings we take and/or make on your behalf. As an Agent we act as an intermediary between you and the owner (‘’Owner’’) of the holiday accommodation (‘’Property’’) you will be staying in. We help to arrange reservations and bookings between you and the Owner and take payments from you on behalf of the Owner.
We are only arranging a contract between you and the Owner for hire of the Property and for any other services or arrangement you purchase from the Owner (the “Booking”). This means the legal contract for the Booking is between you and the Owner despite the fact that a payment for the Booking has been made to the Agent. Your contract for the Booking is not with Sawday’s Canopy & Stars Ltd (Canopy & Stars).
Canopy & Stars is part of the Sawday’s family of companies, a majority employee owned business, 24% owned by a charitable trust and a B Corp. We accept no liability in relation to any contract you enter into in relation to Bookings or for the acts or omissions of any supplier(s) or other person(s) or party(ies) connected with any Booking.
When making your Booking we will arrange for you to enter into a contract with the Owner, as detailed in clause 1.2 below. Your Booking is subject to these Agency Terms & Conditions and any other specific booking conditions of the relevant Owner(s) you contract with. The Owner’s booking conditions may limit and/or exclude the Owner’s liability to you.
You may decide to make more than one Booking at the same time. The price charged in total for more than one Booking will always equal the prices charged separately for each individual Booking. All Bookings are available to be purchased separately at the same price as they are when more than one Booking is made. This means that any multiple Bookings do not constitute a package as defined in the Package Travel, Package Holidays and Package Tours Regulations 1992.
By making a booking, you agree that:
- You have read these Agency Terms & Conditions and agree to be bound by them;
- The lead name on the Booking will be the person responsible for the Booking and shall be responsible for paying the deposit and the full price, for making any amendment and cancellation requests and for the payment of any additional charges. The lead name accepts these Terms & Conditions on behalf of all persons in the Booking;
- You consent to our use of your information in accordance with our Privacy Policy;
- You are over 18 years of age and where there may be age restrictions in place, you declare that you and all members of your party are of the appropriate age
The Canopy & Stars online booking system enables Guests to make Bookings 24 hours a day. To confirm your booking, you must pay a 25% deposit (or full payment if booking within 10 weeks of your check in date) and the entire Booking will be subject to the cancellation policy as outlined in clause 2 below. The Canopy & Stars telephone booking line is open Monday to Friday 9am to 6pm and Saturdays 10am to 2pm. When using the online enquiry form, for those Properties without online booking, please allow 24 working hours for us to contact you by telephone to confirm the Booking. If we are unable to reach you by phone, we will attempt to contact you by email. We will contact you during Canopy & Stars working hours (Monday to Friday 9am to 6pm and Saturday 10am to 2pm). Online or email enquiries will be dealt with in the order they are received, but please be aware that we cannot guarantee reservation of your selected dates until the receipt of suitable payment. Therefore, if possible, we do recommend that you book on the Canopy & Stars website using the online booking system.
1. Booking and payments
1.1 In order to confirm your chosen Booking, you must pay a 25% non-refundable deposit as required (or full payment if booking within 10 weeks of the date of your check-in). The deposit is non-refundable as it covers costs incurred and services provided to enable your Booking. These include, but are not limited to, marketing and PR, property inspection fees, Owner management, booking management, credit card fees and customer service.
1.2 Your Booking is confirmed and a contract between you and the Owner will exist when we receive payment of the deposit and send you a booking confirmation on the Owner’s behalf. This Booking confirmation email will be sent within 24 hours and will contain the details of your Booking and of payments made and due. If you have not received your Booking confirmation email within the specified time, please notify us as soon as possible by email (bookings@canopyandstars.co.uk). Please check your confirmation carefully and report any incorrect or incomplete information to us immediately. As we act only as booking Agent, we have no responsibility for any errors in any documentation except where an error is made by us.
1.3 Once the 25% deposit has been paid, the full balance payment will be due 10 weeks in advance of your check in. A reminder to pay your balance will be sent to you one week prior to this 10 week date, where applicable, by email. We automatically take the balance payment using the same card as used to make the deposit payment. It is your responsibility to advise us if we should use a different card and to contact us by telephone (0117 204 7830) to arrange for alternative payment method. If the automated balance payment does not successfully go through as there is a problem with your card, such as it is expiring, then we will contact you to try and take alternative payment. If you do not make any payment due to Canopy & Stars by the due date for payment and at the latest within 5 days of this date, then with regret, we will notify the Owner who will cancel your Booking and terminate their contract with you. In these circumstances, your rights to a refund are set out in clause 2.3 and 2.4 below. Please note that if you have paid in a currency that is different to the original pricing, we will not be able to guarantee the same conversion rate that was used to convert the deposit payment.
1.4 Except where otherwise advised or stated in the booking conditions of the Owner concerned, all monies you pay to us for a Booking will be held on behalf of the Owner(s) concerned.
1.5 Credit Card payments are processed via Elavon who provide merchants services facilities to Sawday’s Canopy & Stars Ltd.
2. Cancellation by You
2.1 If you have to, or want to cancel or amend your Booking, this request must be sent to us by email (bookings@canopyandstars.co.uk) and will be considered and responded to within two working days of receipt. Please ensure that you have received written confirmation of any changes to your Booking prior to travel. Whilst we will always try to help, we cannot guarantee that such requests will be met.
2.2 Cancellation by you at any time will result in your 25% deposit being forfeited. The deposit is always non-refundable as it covers costs incurred and services provided to enable your Booking.
2.3 All bookings are non-amendable and non-refundable within 10 weeks of your check in date. If you need to cancel your booking within 10 weeks, the total cost of the accommodation including the deposit will be forfeited. Cancellation should always be in writing to bookings@canopyandstars.co.uk.
2.4 If you need to cancel your booking at a date 10 weeks or more in advance of your check in date, the 25% deposit will be forfeited. If the booking has been paid in full the balance will be returned to you, minus the 25% deposit. Refunds will be issued in the same form and ratio as the original payment was made. Therefore, if a Gift Voucher was used to book your stay, the refund will be back onto a new Gift Voucher at the same amount as originally used. Alternatively, if you paid in cash, your refund will be processed in the currency of the booking. Where this is different to the currency of the payment card, this will be converted at the current exchange rate on the day of the refund.
2.5 Cancellations made by you, at any time, may incur a £50 administration fee in addition to us retaining the non-refundable deposit. This represents the administration costs incurred by us on behalf of the Owner to deal with such requests.
2.6 If extreme weather prevents you from reaching your holiday, taking, or finishing your holiday, you are still subject to these cancellation terms as outlined in clause 2.3 above. We strongly recommend that you take out a travel insurance policy which covers this eventuality. In the event of the property becoming unavailable (such as due to fire or flooding), Canopy & Stars will endeavour to provide the Guest with suitable alternative accommodation, starting with any other accommodation that may be available with the same Owner of your Booking, or will refund all monies paid, or a proportion in the case of curtailment. The Agency cannot, however, pay any compensation or expenses as a consequence of such an event.
2.7 Cancellation insurance is available to purchase from many providers, but will be a third-party arrangement and not involve Canopy & Stars or the Owner in any way. You are strongly recommended to take out personal travel insurance for all members of your party for UK holidays and you must take out personal travel insurance for international holidays, including for illness and cancellation due to Covid-19. It is your responsibility to ensure that the insurance cover is adequate for your needs, including cancellation and curtailment.
2.8 If you fail to check-in on your date of arrival your Booking will be cancelled and no refund will be due.
3. Amendments to your booking, requested by you
3.1 Amendments to your Booking can only be made more than 10 weeks prior to the check in date, after which time amendments may be treated as cancellation and our refund policy as detailed in clause 2.3 above may apply. All amendments are subject to availability and may incur a £50 admin fee detailed in clause 2.5 above.
3.2 If we can fulfil your request to amend your booking, any differences in price as a result of the amendment, will be paid by you in the case of an increase and refunded to you in the case of a decrease in price, e.g. amending your booking from low season to high season.
3.3 In the event that a date swap is offered, this will normally be agreed with a set timeframe to rebook and sometimes a credit against a future stay will be offered. The credit can only apply to a stay at the same space as originally booked.
3.3.1 If a date swap is offered, then the Agency Booking Terms and Conditions applied at the time of your original booking will still apply. Therefore, if your date was swapped within 10 weeks of the original check in date, the 10 week cancellation policy set out in clause 2.3 applies to your new stay, even if the new check in date is beyond 10 weeks.
4. Refunds
If a refund is issued it will be in the same form and ratio as the original payment was made. Therefore, if a Gift Voucher was used to purchase the original stay, the refund will be back onto a new Gift Voucher at the same amount as originally used.
5. Insurance
You are strongly recommended to take out personal travel insurance for all members of your party for your holiday, including holidays in the UK. It is your responsibility to ensure that the insurance cover is adequate for your needs, including cancellation and curtailment for any reason. Please read your policy details carefully and take them with you on holiday.
6. Changes and Cancellations by the Owner
We will inform you as soon as reasonably possible if the Owner needs to make a significant change to your confirmed Booking or to cancel your Booking. We will also liaise between you and the Owner to try and organise an alternative Booking offered by the Owner, or a refund but we will have no further liability to you.
7. Cancellations due to events outside of Owner’s control
An Owner may have to cancel a booking due to events outside of their reasonable control (see clause 22). In such circumstances, we will liaise between you and the Owner to try and organise an any alternative Booking offered by the Owner, or a refund but we will have no further liability to you.
8. Complaints & Procedure
We always aim to provide the best possible holiday experience, however, if you have any complaint or problems during your stay, please immediately notify the Owner during the stay itself, so that the Owner has the opportunity to resolve the problem at the time. If you do not follow this procedure, there will be less opportunity for the Owner to investigate and resolve your complaint and to make your stay as enjoyable as possible. Delays may also mean that the amount of compensation you may be entitled to, may be reduced or negated.
Whether or not your complaint is dealt with satisfactorily, please also let us know of the problem as soon as possible by emailing info@canopyandstars.co.uk. We will aim to respond within 1 working day to acknowledge your email. We will then review your feedback and investigate the complaint. This may involve discussing your concerns with the owner, revising the website listing for inaccuracies, and reviewing previous guest feedback and internal inspection notes. This process can take time to complete, so please allow approx. 7 working days for a final response.
We also welcome you to fill in our feedback survey which will be sent to you via email the day after you check out. It is important for us to gather as much information as possible about the experiences our guests are having. This is what helps us support our Owner in fulfilling their potential and identifying if anything could be improved.
9. Our Responsibility for your Booking
Your contract is with the Owner and its booking conditions apply. As Agent, we accept no responsibility for the actual provision of the Booking. Our responsibilities are limited to making the Booking in accordance with your instructions and acting properly in accordance with our legal duties as an Agent. We accept no responsibility for any information about the Booking that we pass on to you in good faith. However, in the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to twice the cost of your Booking (or the appropriate proportion of this if not everyone on the Booking is affected). We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence or that of any of our employees whilst acting in the course of their employment.
10. Your Responsibilities
10.1 Please note that you have a contract with the Owner of the property. As such you are under a responsibility to behave in a proper, appropriate and legal manner whilst staying at the property with due respect to the Owner, the Property and other guests and their Property.
10.2 You are responsible for informing the Owner of any losses or damage to the property as soon as possible. Please note that you will be liable to pay the Owner for any losses or damage to the property caused by you or a member of your party (except reasonable wear and tear). Some Owners may also require a damage deposit. If so, this information will be provided on the website place page under ‘essentials’.
10.3 You must also leave the property by the check-out time specified on your Booking. If any guest behaves inappropriately or improperly (of which the Owner will be the final judge on their Property), or illegally, the Owner reserves the right to ask the guest and their party (at their discretion) to leave the Property before the end of the holiday period and/or refuse any future bookings from you. Please note that this would be without the right to any refund.
11. Pets
11.1 Not all properties accept pets. If you wish to take your pet on holiday, please advise us before booking and we can check whether pets are accepted at the property. You must obtain the prior consent of the Owner before taking any pets to the property. If you take a pet to a place that doesn’t allow pets, or you exceed the number of pets allowed at a place, the Owner has the right to refuse you to stay at the Property, and/or they may ask you to leave the Property before the end of the holiday period. Please note that this would be without the right to any refund.
11.2 A nightly charge may be made by the Owner for each pet and additional terms may apply, you will be notified of this at point of Booking. Please check these terms carefully before booking and arriving.
11.3 Please do not leave your pets alone or unsupervised in the property at any time during your stay. For the safety and comfort of your pet we request that Owners exercise due diligence at all times, especially where the property is located near a road/livestock. Canopy & Stars nor the Owner can accept responsibility for the safety of your pet.
11.4 If any guest has an allergy to pets, please be aware that Owners (and we) cannot guarantee that a pet has not stayed in a particular Property. We and Owners cannot accept responsibility for any suffering which may occur as a result of such animals having been present in a property.
11.5 We ask that all owners of pets keep their pet under control at all times and to be responsible for ensuring that they do not damage the Property, livestock or vegetation during the stay. You will be liable for any damage caused by your pet. Any damage is to be reported to the Owner immediately. Any additional cleaning required, that may incur an additional charge, will be at the Owner's discretion.
12. Special requests
If you have any special requests (for example dietary requirements, allergy, cots or room location), please let us know at the time of booking. We will pass on all such requests to the Owner, but unfortunately, we can't guarantee that they will be met and we will have no liability to you if they are not.
13. Maximum Numbers
Please note that except by prior arrangement confirmed in writing, only the number of persons specified on a booking confirmation may occupy a property. Most owners reserve the right to refuse admittance or revoke a Booking if this condition is not observed and you are unlikely to receive any refund.
13.1 The Owner reserves the right to sue the guest for any loss, damage or injury caused to the Owner, the Property or to other guests and/or their property. As Agent, we will have no liability to you in these circumstances.
13.2 The Owner only supplies the Property for domestic and private use. You agree not to use the Property for any commercial, business or re-sale purpose, and the Owner has no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity. If you do wish to use the Property for a commercial purpose, you must contact Canopy & Stars prior to confirming your booking.
14. Group Bookings
Not all Owners accept Bookings for a single sex group (for example, a stag or hen party). Guests wanting to make such a Booking should check with us beforehand to enable us to check whether the Owner is prepared to accept the Booking. We will then advise you accordingly. In event that an Owner does not accept this type of Booking then it is with regret, that the Booking may be cancelled, and cancellation fees may apply. It is the Guest’s responsibility to enquire with Canopy & Stars and/or check on our website beforehand to make sure that this type of Booking is permitted.
15. Pricing
15.1 Canopy & Stars reserve the right to amend advertised prices at any time on behalf of the Owner. We also reserve the right to correct errors in both advertised and confirmed prices. Special note: changes and errors sometimes occur.
15.2 Rates are set per place in the currency specified by the Owner. Where this has been converted into the currency of your preference, until the payment stage this will be an estimation only, based on a recent exchange rate. The original rate will be displayed before you confirm your payment and you will be given the option of paying in your own currency at our guaranteed rate, or paying in your own currency and leaving the conversion and any associated fees to your card provider.
16. Information & Accuracy
The information and prices shown on this website are varied from time to time and may change between the time you first view a property and make a Booking. You should check that all the details are as you expect prior to making a Booking. It is always possible that, despite our best efforts, some of the properties (including the features and extras available) may be incorrectly described and/or priced. If we discover this is the case after you have made a Booking, we reserve the right to contact you with details of the correct information and/or pricing and will give you the option to:
(1) proceed with the Booking based on the correct information and/or pricing, which may require the payment of an additional amount by you
OR
(2) subject to availability, change your booking dates to dates when the pricing can be honoured and so no additional charge to you. In the event that a lower price can be offered for alternative dates then the difference would be refunded
OR
(3) cancel the Booking. If we do not receive your instructions within 5 days of contacting you, we reserve the right to cancel your Booking without liability to you.
17. VAT
Many of the Owners of properties in the Canopy & Stars portfolio are not registered for VAT in which case no tax is payable. Where VAT is payable, the tax is included in the advertised holiday rental price. If the rate of VAT changes between the date of the Booking and the date of the stay, Canopy & Stars may adjust the rate of VAT that you pay, unless you have already paid for the Booking in full before the change in the rate of VAT takes effect.
18. Visa, passport and health requirements
Unless you tell us otherwise, we assume that all members of your party are British citizens who hold or will hold full British passports valid for the entire duration of the international Booking. Information on visa, passport and health requirements, where given and applicable, is so given on this basis. Requirements may change and you are therefore strongly recommended to check the up to date position with the Owner of the Booking, Passport Office, appropriate embassy or consulate or your doctor as applicable in good time before the commencement of your holiday. Prior to international travel it is your responsibility to check whether it is safe to travel by visiting the FCO website www.gov.uk/foreign-travel-advice.
19. Governing Law and Jurisdiction
These terms and conditions have been drafted in accordance with and are governed by English law and the courts of England and Wales have exclusive jurisdiction in relation to any and all disputes arising out of these Agency Terms & Conditions.
20. Discrepancies
In case of a discrepancy between these Agency Terms & Conditions and any other Canopy & Stars literature, these Agency Terms & Conditions shall prevail.
21. Validity clause
In the event that a court finds that a condition in these Agency Terms & Conditions is illegal or void, the illegal or void provision will be severed from the remainder of the Agency Terms & Conditions, which will continue to be valid and have full force and effect.
22. Events beyond an Owner or Agency’s control
If an Owner or Canopy & Stars is prevented or delayed from complying with any of their respective obligations under these Agency Terms & Conditions or a contract for a Booking due to events or circumstances beyond their reasonable control, the inability or delay in performing those obligations will not be treated as a breach of these Agency Terms & Conditions or a contract for a Booking. Examples of such events or circumstances include fire, flood and other acts of God, strikes, trade disputes, lock outs, restrictions of imports or exports, riot, accident, disruption to energy supplies, civil commotion, acts of terrorism or war, pandemic (including Covid-19), any national/local/regional government restrictions.
Thank you for wading through all the very boring, but very important stuff above.
Now the outdoors is calling, so go and get wild in nature!
We wanted somewhere special to celebrate our 25th wedding anniversary. Somewhere that provided luxury, unique and private which the Pomeroy treehouse was perfect. Thoroughly enjoyed our stay and used all the facilities plus made our own pizza ( ingredients provided) and had massage at the treehouse by local Jo( highly recommend) .
25/11/2024