Group Bookings at Penhein
Monmouthshire, United Kingdom
Penhein Glamping
- Our low price promise from £1020 p/n
-
Camp
Sleeps 32 /
Extra space for 8 adults
- 8 tents each with a double bed (or two singles), two truckle beds and a sofa bed
Overview
Penhein Glamping is like having a little woodland festival all to yourself, but instead of flimsy tents, everyone has a stunning Persian alachigh to go home to when the night is over. There are eight of the luxurious tents dotted through the woods of Penhein. All have their own ensuite, flushing loo and three have their own personal enclosed shower unit just outside the door. The other five have a dedicated shower or roll-top bath within the luxurious Showerblock, only a minute or so from the tents. Each has its own fire pit and wood burner to cook on, but you can all gather in any one of three big communal areas. The first is the Cheat’s Kitchen, where you’ll find electric hobs and kettles. It’s probably your morning coffee and planning base. The second is the Petro, with sofas and armchairs that make it perfect for a bit of an afternoon nap or games session. The third is the truly magical Chehel Souton, named after the grand pavilions in which 17th-century Persian kings threw lavish celebrations. It’s a beautiful haven of light out in the woods, under a huge stretch of canvas hanging in the trees, with seating and sound for everything from daytime workshops to sit-down meals and dancing in its warm forest glow.
Depending on the feel you’re looking for, you can talk to owner Helen about arranging bushcraft courses and foraging expeditions, massages and catering, treasure hunts and screen printing, or a bit of all the above. There’s also plenty to keep the group occupied in the surrounding area, with hiking, cycling and canoeing (with paddle-up pubs!) in the Wye Valley and all sorts of castles, forts and grand gardens to explore. You’ll probably find though, that with all you have at Penhein, you won’t to do anything but wander the woods and the meadow before gathering round the fire for marshmallow toasting, stargazing and soaking up the soothing feel of a simpler, calmer way of life.
Essentials
The important stuff
- Check in from 4 pm
- Check out by 11 am
- ach accommodation tent can sleep up to 5 adults or 4 adults + 2 children in 1 kingsize double (splits into 2 singles), 2 truckle beds and 1 sofa bed for 1 adult or 2 children
- There is an £1000 refundable damage deposit to cover for major incidents
- Please bring slippers or thick socks to wear in the alachigh
- Bring a torch – there is no outdoor lighting within the site
- Scroll to the bottom of the 'Location' tab for full site map
- Mobile phone signal (dependent on network)
- No WiFi
Sleeping arrangements
- 8 tents each with a double bed (or two singles), two truckle beds and a sofa bed
Extra space available
Space for 8 adults from £10 per adult per night - or £10 for 2 children, sleeping on a sofa bed in each tent. Bedding provided
Space for 8 babies no charge. Cots for 8 babies available at no charge. Highchairs and step stools available on request.
Cooking
- Wood-burner in each alachighs
- Private fire pit outside each tent
- 3 extra large firepits ideal for larger groups
- Communal cooking area in the centre of the site know as the ‘Cheat’s Kitchen’ equipped with familiar mod-cons like microwave, toaster, kettle, halogen hobs, fridge and freezer
- Extra large Ccool box with frozen hot water bottles in each tent
- Each tent is amply stocked with cooking and BBQ equipment plus crockery cutlery etc
Washing
- Bespoke kitchen unit with running water in each alachigh tent
- Private ensuite flushing loo off main living area of each alachigh tent
- Personal enclosed shower unit outside 3 tents
- Dedicated shower or roll top bath for 5 tents within luxurious shower block
Heating, lighting & bedding
- All bed linen and towels provided
- Cot, stepstool and highchair provided on request (no charge)
- Woodburner in each alachigh, firepit outside each alachigh
- Accommodation tents lit by candles, hurricane lamps, solar lamps and tealights – all provided
- Electric lighting and several plug sockets in Petro and Chehal Sotoun (the two communal spaces), in the shower block and Cheat’s Kitchen (communal kitchen)
Entertainment
- Adventure playground, swings, rustic football pitch and Hearn Hideaway
- Big box full of kit for outdoor games, including cricket, 'kick the can' and 'blind man's bluff'
- Wide range of activities and courses that can be pre-booked, including bushcraft, foraging, forest bathing, campfire cookery, archery and much more
- Relaxation treatments can be pre-booked to take place in the comfort of an accommodation alachigh or Petro including massages, reflexology, facials, manicures and pedicures (check Activities tab for more information)
- Two communal tents – Petro a large alachigh with woodburner, comfy chairs, games and books plus seating for up to 30 for a meal. Chehal Sotoun a fabulous stretch marquee with seating for up to 48 for dining, next to a huge firepit with fabulous circular seating area called The Cwtch.
Getting there
Penhein Glamping, Llanvair Discoed, Chepstow, Monmouthshire, NP16 6RB
Front entrance: ///wharfs.outlawing.strikers
By public transport
The nearest train station is Newport, 11 miles away.
By car
From the East (M4)
Come West on the M4. At junction 21 slip onto the M48 to Chepstow.
Cross the old Severn Bridge and leave the motorway as soon as possible (junction 2)
At roundabout, take the 3rd exit to Chepstow. At the next roundabout a mile north of the motorway take the first exit to Caerwent. (A48)
Continue on the A48 including crossing the next roundabout (second exit). You go through the villages of Crick and Caerwent.
After leaving Caerwent and the 30 mph speed limit, there is a sign on the left pointing to the right saying Usk, Wentwood and Llanfair Discoed. Take that turning, and keep going for about two miles.
You get to the blue village sign of Llanvair Discoed. Take the next right turn (almost opposite the sign) and then turn immediately left up a narrow road. There is a wooden sign saying “Penhein Estate” and this is our driveway. Keep going as it’s about a mile long.
At the top of the hill there is a large grey house on the left; go past that, across another cattle grid, bear right when the road forks and after 50 yards you’ll see a large tree trunk on your left with a sign and arrow to Glampsite, turn right opposite the tree trunk, down the dirt track towards a metal gate. Go through the gate (please leave it as you find it ie open if open and closed if closed!) and continue down the dirt track which bends to the right and in front of you is a wooden gate with the glampsite logo on it which is the entrance to the glamping site.
Directions from the South (M5)
Use the M4 and cross the Severn using the old bridge for simplicity and use directions “From the East (M4)” above, however if using Sat Nav you may be brought through backroads which is marginally shorter.
Directions from the North (A449)
Take the first exit off large roundabout at end of A449. Get in the slow lane as you approach the roundabout or you will find yourself heading for Cardiff on the M4. You want to be east bound on the A48 signposted to Langstone.
Continue on A48 for approx. 6 miles. After 6 miles you will go past the council’s main rubbish and recycling depot and then after approx. 0.5 miles you’ll see turning to the left for Llanvair Discoed. Take this turning: it will be a single track road that winds past a couple of farms and eventually gets into the village. Take the first turning to the right, signposted to Chepstow and go down here for about 500 yards. The last house on the left has small black railings and gate and there will be a low square wooden box surrounded by herbs on the verge in front of you. Turn left after the house and then immediately left again. There is a wooden sign saying “Penhein Estate” and this is our driveway. Keep going as it’s about a mile long.
At the top of the hill there is a large grey house on the left; go past that, across another cattle grid, bear right when the road forks and after 50 yards you’ll see a large tree trunk on your left with a sign and arrow to Glampsite, turn right opposite the tree trunk, down the dirt track towards a metal gate. Go through the gate (please leave it as you find it i.e open if open and closed if closed!) and continue down the dirt track which bends to the right and in front of you is a wooden gate with the glampsite logo on it which is the entrance to the glamping site.
Directions from the West (M4)
Come East on the M4. Exit motorway at junction 24.
Take 2nd exit off roundabout – A48 signposted to Langstone.
Continue on A48 for approx. 6 miles. After 6 miles you will go past the Council’s main rubbish and recycling depot and then after approx. 0.5 miles you’ll see turning to the left for Llanvair Discoed. Take this turning: it will be a single track road that winds past a couple of farms and eventually gets into the village. Take the first turning to the right, signposted to Chepstow and go down here for about 500 yards. The last house on the left has small black railings and gate and there will be a low square wooden box surrounded by herbs on the verge in front of you. Turn left after the house and then immediately left again. There is a wooden sign saying “Penhein Estate” and this is our driveway. Keep going as it’s about a mile long.
At the top of the hill there is a large grey house on the left; go past that, across another cattle grid, bear right when the road forks and after 50 yards you’ll see a large tree trunk on your left with a sign and arrow to Glampsite, turn right opposite the tree trunk, down the dirt track towards a metal gate. Go through the gate (please leave it as you find it ie open if open and closed if closed!) and continue down the dirt track which bends to the right and in front of you is a wooden gate with the glampsite logo on it which is the entrance to the glamping site.
Food & Drink
At Penhein
A welcome hamper will be waiting for you when you arrive, filled with Welsh produce.
Penhein is fully self-catering, but the basics (coffee, tea, sugar, dried herbs, spices, salt and pepper etc) are provided for you.
If you’d like to be catered for, Penhein has teamed up with several excellent local caterers who provide a range of delicious options from hog roasts, wood-fired pizzas to a la carte menus of your choosing, Woodland Banquets or even Firepit Fine Dining.
There is also the option of ordering meals from a local caterer ready to heat up- top quality dishes made from locally-sourced free range produce.
The Penhein Pantry comprises a tuck shop, drinks cabinet, celebration cakes and deli counter, and offers a selection of delicious food and drink for guests to enjoy. Stock up on ready-to-go goods, treat yourself to something sweet, or take something home with you. With all but a few exceptions, everything is sourced locally or homemade on the farm. Pre-order from the Pantry ahead of your stay and it’ll be in your tent when you arrive.
Pubs & Restaurants
The Woodlands Tavern - the local pub located in the village and within walking distance, The Woodlands Tavern has recently reopened under new management and prides itself on serving freshly cooked food to order.
Ego at The Groes Wen – just a few minutes drive from Penhein, Ego is extremely popular and booking is essential.
The Rock & Fountain, Penhow
Abergavenny is renowned for its food and the surrounding area has a number of excellent restaurants for a treat:
The Walnut Tree (Michelin starred) – definitely worth a visit if you fancy a treat!
The Hardwick, Abergavenny
The Whitebrook, Whitebrook (Michelin starred)
The Tudor Farmhouse, Clearwell
The Angel Hotel, Abergavenny
The Ostrich Inn, Forest of Dean
Activities
At Penhein
Penhein has a huge range of activities, courses and relaxation treatments that take place on the farm exclusively for Penhein guests and are ideal for groups. All handpicked by Helen, they are run by expert instructors who will ensure you have a top quality experience without needing to get in your car or minibus
Adventurous activities
Archery
Bushcraft - for adults, juniors and families: build a shelter and light fires without matches, cooking over the results!
- Treasure hunt: a classic blend of general knowledge clues and creative tasks are designed to get you thinking out of the box and off the wall!
- Foraging days: these include Feast & Forage, as well as specialised Gin, Perfume and Mushroom forages
- Campfire Cookery Classes
- Clay pigeon shooting
- Stargazing with Dark Sky Wales
- Flower Crown Making
- Forest Bathing
- Talking Trees - tree talks with author Adele Nozedar
- Willow Weaving
- Wine Tasting
- Meadow Yoga
- Relaxation treatments:
- Take it easy and treat yourself to a relaxation treatment in your tent or Petro. Choose from reflexology, massages, manicures, pedicures, cupping and facials. There is also the option of Pamper parties which work well for larger groups.
*All activities are run exclusively for guests at Penhein Glamping but availability is limited so pre-booking is essential. Some activities have a minimum group size.
Places to visit
All the following are maximum 45 minutes drive from Penhein, many much closer!
Bathurst Open Air Pool
Beechenhurst in the Forest of Dean
Berkeley Castle
Caerleon Roman Fortress and Baths
Caerwent Roman Ruins (3-mile walk away)
Chepstow – especially the Castle
Castles in Caldicot, Chepstow, Raglan, Monmouth and Usk
Dewstow Gardens and Hidden Grottoes
Monmouth – could be combined with White Castle for a full day out
Dean Forest Railway
International Centre for Birds of Prey
Perrygrove Railway
Tintern Abbey and Tintern Railway which no longer operates but has been converted into an amazing tea shop and museum
Wye Valley Butterfly Zoo
St Fagans National Museum of History
Outdoor & Active
Walks galore!
- Wye Valley (AONB) – fabulous walks starting in Chepstow and going all the way up the Wye Valley
- Wales Coastal Path (starts in Chepstow)
- Offa’s Dyke (starts in Sedbury, near Chepstow)
Racing at Chepstow Racecourse
Canoeing / kayaking / stand up paddle boarding on the River Wye
Golf at Celtic Manor or St Pierre
Puzzlewood
Rock climbing/abseiling/caving in the Wye Valley
Mountain biking in the Forest of Dean
Go Ape in the Forest of Dean
Archery at Wye Valley Archery
Dark Wales Tours
Elton Giant Maze
Wye Valley Greenway Trail
Rainy days
Blaenavon World Heritage Site including the Big Pit
Tredegar House (National Trust)
Clearwell Caves
The Royal Mint
Usk Rural Life Museum
Caving
Or relax in Petro, the communal tent beside the wood burning stove - there's electricity and plug sockets and a toy box of board and card games so you'll be warm and cosy with plenty to entertain you.
Group Activities
In addition to the activities run at Penhein (detailed above), all of which are excellent for groups, here are some of the best run in the Wye Valley:
Adventure mission: Have you ever been on a walk through the forest that starts with you being kitted out with harness and helmet? If not, you've never been on one which starts with a 100 foot abseil down the Buttress at the Yat!
Operation Welshcake: This day challenge involves each team finding all the ingredients for welsh cakes by canoeing, abseiling, navigating, walking and team work.
Symonds Yat Adventure: You start by abseiling down to the cave where you explore a series of caves at the famous Symonds Yat Rock, where you can take in the beautiful views and drops of the Wye Valley. Traverse into Bowlers Hole, relax and have lunch. After lunch you have a 60ft abseil to negotiate, also traversing to Blue Spot where you test your skills in climbing, as the only way is up!
Bridge/raft building
Canoe Team Building Day
Rock climbing & abseiling
Meet your hosts
Helen grew up at Penhein and the farm has been in her family for 5 generations, since 1867. Since Helen and her family decided to leave London and return home, she has worked hard to make the farm a going concern. She also wanted to share the beauty of Penhein with more people, and glamping seemed the ideal way to achieve that aim. The Persian theme of the glampsite itself comes from the children's heritage via their grandfather, who is Iranian.
Wildlife & Environment
Penhein is wonderfully unspoilt having been managed firstly by Helen's father and then, since 2011, by Helen. For over 25 years both have made sure that conservation has been a paramount concern. So whilst there are cows and sheep, the 100 acres of woodland have been improved by the creation of 10 miles of woodland corridors running along the edge of most fields, allowing wildlife to move freely across the farm. Consequently, there is an abundance of animal wildlife including wild deer, dormice, foxes, hedgehogs and numerous breeds of bird. One of the woods is an SSSI and the field through which you drive to approach the house and the glampsite is a registered Historic Park and Garden.
Our guests say...
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The Canopy & Stars team
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.
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