TERMS & CONDITIONS
INTRODUCTION TO THE TERMS AND CONDITIONS OF RIVERDALE LODGES
With any booking of holiday accommodation, comes the chapter of the Terms & Conditions. It outlines what you are entitled to, and what you can reasonably expect and what not. You can only make a reservation for Riverdale Lodges if you accept our Terms & Conditions. Nevertheless, do not hesitate to contact us if there is anything that you’d like to discuss first. Not everything is set in stone, and we aim to be flexible!
CONFIRMING YOUR RESERVATION
You can make a reservation online through our website, or you can contact us to ask us to enter the reservation for you. Your booking will be instantly confirmed and secured if you book online on our website and finish your reservation with a payment that goes through successfully. If you did not successfully make your payment at the end of the online reservation process, then your booking will initially be a provisional reservation. You will receive two emails when you make a reservation: a welcome email with instructions and a link to make your payment (if you didn’t pay already), and an email with a summary of your reservation. We guarantee to keep the lodge reserved for you on a provisional reservation for a maximum of 24 hours. When you make your payment you will receive a confirmation email within seconds. If you book over the phone or with a request by email, we will enter the reservation for you and you can pay over the phone if you have your card details ready, or you can pay when you receive the emails as described above.
You will receive an email with a link that enables you to pay online, if you did not pay already during the online bookings process. Please contact us on 01677 470532 if there are any problems with your payment. If we do not receive your payment within 24 hours, we will contact you to sort things out, but we reserve the right to cancel your reservation and accept bookings from other clients for your chosen dates. Your initial deposit will be 30% of the total amount of your booking, if your reservation is more than 8 weeks away. The full amount of your reservation needs to be paid not later than 8 weeks before your date of arrival at Riverdale Lodges. You will receive a reminder a few days ahead of the balance due date. If we do not receive full payment 8 weeks prior to your arrival date and after a second reminder, we will consider it a cancellation, in which case the Terms and Conditions regarding cancellations will apply.
• If you cancel your reservation before you made any payment, but after you confirmed your booking and after your booking has been accepted in our schedule and the confirmation of your reservation has been sent to you, we will charge you an administration and cancellation fee of £25.
• If you cancel your reservation more than 8 weeks before your arrival date, you lose your 30% deposit.
• If you cancel your reservation less than 8 weeks but more than 2 weeks before your planned arrival date, you will be liable to pay 70% of the total rental rate.
• If you cancel your reservation less than 2 weeks before arrival, you will have to pay the full amount of the rental agreement.
Of course, we will always be helpful if any unforeseen event prevents you from going on a holiday, and e.g. we will accept a 'swop' if you can find a friend or someone in your family to take your place and take over your reservation. Please note that travel insurance can cover the risk of cancellations in many cases.
We strongly recommend taking out travel insurance as soon as you book your holiday. It not only covers your expenses should accidents, injuries or loss of possessions happen while you are on your holiday, but the insurance also covers you when you have to cancel your booking (or curtail your holiday) due to unexpected events (but not if you just change your mind). That way, an unhappy event does not additionally cost you your holiday money. Usually, the insurance covers the loss of your payment in case you can not reach your destination because of extreme weather conditions and road closures, or when you have to cancel your holiday due to injury or illness/hospitalisation (of you or a close relative), bereavement, redundancy or other disasters in your life (like your house being flooded, e.g.).
Travel insurance comes in all shapes and qualities with different rules, conditions and prices, so check what is covered and what isn’t. Travel insurance is widely available online or with your own financial advisers. You will find up-to-date tips on where to look on comparison websites such as www.moneysavingexpert.com.
Please note: we will always apply our Terms & Conditions for cancellations, no matter what your reason for cancellation is. It is your own responsibility to protect yourself by taking insurance as soon as you have made your reservation.
It is your own responsibility that you travel with the right travel documents if you are visiting us from abroad. Within the European Union, only a valid passport will be required. It is your own responsibility to check any new regulations after Brexit. Please check the UK government travel information if you are travelling from outside the EU.
ARRIVAL TIME AND DEPARTURE TIME
Your lodge will be ready for your arrival from 17.00 pm. If you arrive too early and cleaning is still in progress, you can leave your luggage at the reception (at your own risk), so you can go out and explore, or have lunch/tea in the village, and return after 17.00 pm. On your departure day, we will have to ask you to leave by 10.00 am, so the lodge can be prepared for the next guests.
NUMBER OF GUESTS
The lodges can sleep a maximum of 6 guests. It is not allowed to stay with more than 6 people in your lodge, and all guests need to be announced with their full names at the latest a week before your arrival. A child under the age of 2 years that sleeps in a travel cot does not count towards the maximum number of guests. If there are more children under the age of 2, only one can be considered not to count, so the maximum number including babies/infants is 7 people.
HIGH CHAIR AND TRAVEL COT
On request and free of charge we can make a high chair and/or travel cot available to you to use in your lodge. Please check the availability with us, because we could be short of these items in the unlikely event that all lodges need these extras at the same time. Use of the travel cot and high chair: please note that it is your own responsibility to check the safety standards and to correctly apply the safety measures. We chose a popular model highchair from the Ikea Family collection and a travel cot branded ‘Cuggl Deluxe’ (‘MUMS’ award). We also supply a fitted sheet and an extra cot mattress as we learned that the general opinion is that this is needed to make the cot more comfortable. But: we are not qualified in childcare and cannot judge the suitability and safety for your child. We cannot tell you how to use the items available to you and leave this to your own responsibility as parents or carers.
We can only allow access to the park to the persons that are registered with us as our guests. Please inform the park manager if you want to receive friends or family visiting you at your lodge during your stay. Your visitors will be welcome, but we need to be informed about the number of people present at every lodge. Visitors must be announced, and permission must be granted, even when reception is not staffed (by phone or email message), before visitors are allowed to enter the park. We reserve the right to deny access if numbers exceed safety limits or are likely to annoy other guests. Your visitors should leave the park before 10 pm.
If you have ‘empty spaces’ inside the 6 guests allowance per lodge, your visitors can stay overnight, but ONLY if you have informed us in advance with their full names.
Although the lodge will be cleaned by a professional team as soon as you leave, we still expect you to tidy up a bit and leave the lodge in good order, without the dirty dishes still in the sink or cups and plates all over the place. We ask you to put things back where you found them, empty the dishwasher and make sure you leave no belongings in the fridge/freezer and put the garbage in the container before you leave.
Please note: we don’t expect you to do a full clean and leave the lodge impeccable (as is often required at other holiday accommodation). We will do a professional full clean and it’s all included. But if you leave the lodge behind in an exceptionally soiled or distressed state, we could ask you to pay a cleaning charge.
If you stay two weeks or more, then we offer to do a mini-clean during your stay, included in the price, after every week of stay. The mini clean will take 3-4 hours, or shorter if we can arrange a larger team. We will hover, change towels and bed linen and give the kitchen and bathrooms a clean. We can arrange a suitable time with you (e.g. when you are out). Should you prefer to look after your lodge yourself during a longer stay, then you will find everything needed in your lodge (Dyson hoover and all the usual cleaning materials) and we can deliver a new set of towels and/or linen to you.
On request, we can also do an extra round of cleaning during a one-week stay. We can do a mini-clean as described in the previous paragraph for the price of £95, or we can provide our standard full-clean, like we normally do between guests, for the price of £145. Please let us know when you book should you want to order extra cleaning services, or inform us closer to your stay, so we can schedule this.
ITEMS LEFT BEHIND
Please make sure you leave no belongings behind. We cannot be responsible for retrieving and posting of your lost items. If it is of great importance to you, then please contact us as soon as you can and we will do our very best, but we can only send items back to you if you pay for the postage.
TOWELS AND BEDLINEN, OUR PILLOW MENU AND YOUR MATTRESS
Bed linen, kitchen towels, and a generous supply of bath towels will be provided. You will always find a set of bath towels put ready for every person and a second set for everyone in the cupboard. Should you need more towels, then you can simply ask us. If you stay two weeks or longer, your towels and bed linen can be changed after every week of your stay. Please note that the cupboard in the master bedroom supplies a waterproof mattress cover should you need this. It's your responsibility to apply it to prevent damage to the mattress topper, or even to the mattress.
Our bed linen is a top quality Egyptian cotton with a high thread count. There also is a pillow menu: on the bed, you will find a ‘firm support’ pillow and a medium density pillow. A softer pillow is waiting in your cupboard so you can choose or arrange your favourite combination.
Our extra deep mattresses are of a high-quality medium/firm support, with an ‘ultra-bounce’ mattress topper. This combination seems to hit the right note whatever you are used to at home, as we hear from guests’ comments, reviews, or when, after your first night, we ask how you slept. Should you find the mattress too soft, then we can remove the topper. Should you require more softness, then we can add an extra topper or provide a thicker memory foam topper. You’re welcome to ask us for these extras!
Also: as an extremely dog-friendly accommodation we attract a lot of visitors that are inseparable from their dogs. We can imagine that your dog in an unfamiliar setting wants to be close to you and we don’t mind if you must bring their basket closer so they can see you, but please make sure that your dog does NOT get in or on the beds and does not get in contact with our bed linen. This is where we draw the line between extreme dog-friendliness and our high standards of hygiene. We provide a dog gate that can be helpful to keep them out of the bedroom, while they still can have eye contact with you. Please do NOT book a lodge with us if the dogs must sleep in or on your bed. More details in the next chapter, DOGS WELCOME.
DOGS: MORE THAN WELCOME
Dogs are not just ‘accepted’ at Riverdale Lodges, we actually LOVE to see you bring your dog(s). We don’t see dogs as a nuisance that we have to deal with, we really like to have dogs around at the park and see dogs as a joy and enrichment that brings out the best of what we have to offer. We consider Riverdale Lodges to be Doggy Paradise and we even have extra facilities in place and provide a lot of extras for your dog to make your stay with your dog(s) even more enjoyable and worry-free.
- number of dogs
Please contact us first if you want to bring more than 2 large dogs, more than 3 medium sized dogs, or more than 4 minis. Usually, we will be able to accommodate your request, but we like to discuss with you how we can ensure that all dogs will fit in, how we can adjust the dog beds, and we’d like to be sure that a lot of extra dogs will not annoy other guests. So please tell us about your plans and how you manage your oversized dog-pack before you hit the BOOK NOW button!
- house-trained a must
It should go without saying that we expect you to only bring dogs that are house trained*(1) and that will not have ‘accidents’ in the house and on the decking**(2) that surrounds your lodge. I apologize to all the owners of well-trained dogs that I have to mention being house-trained at all!
At *(1): We can only accept dogs that are trained to go outside to wee and poo. We cannot accept dogs using wee pads. The use of indoor toileting aids will leave a smell that no chemicals can hide from the next visiting dogs who then might get confused.
At **(2): As experienced dog people ourselves, we can see that "the decking" is a tricky one! One could understand the mistake that a dog would think that the decking is a part of the outdoors where he can do his business and/or mark a fence post! Especially when at home ‘outside the backdoor’ is the place for that. Please watch your dog(s) closely when you have just arrived and they are exploring the decking, so that a well-timed warning will make the dog understand that this time the decking around the lodge belongs to the house-trained zone and that the garden starts outside of the terrace, just a few steps down .
- dog beds and throws
We supply a flatbed or a basket for small and medium-sized dogs. For large and extra large dogs we provide a dog bed. We have very deep and fluffy dog beds, we have memory foam dog beds and flatter dog beds for dogs that will only get too hot in a deep fluffy bed. We will ask for the preferences of your dog when we prepare your arrival. We do request to NOT allow dogs in bedrooms. If your dog gets on the sofa, then we ask you to use the special sofa covers. In the cupboard in your lodge, you will find full-size sofa covers, a stack of dog towels in different sizes, and 'doggy' throws. Please don't give your dogs the more luxurious ‘human’ throws that are draped over your sofas’ armrest when you arrive and that are there for your comfort. And certainly, do not use the bed throws in the living room. There are plenty of throws in each lodge to keep the basic dog throws and the luxury throws for humans separate, and to leave the bedroom throws in the bedroom.
Our sofas and dog beds are sanitized with power steam equipment to make sure everything is clean and hygienic and nothing is transferred from one dog to the next. We wash the dog throws and the soft inlays of the dog baskets (in a separate washing machine that we use only for the dog stuff) so they are hygienically safe and clean, but you will nevertheless spot dog hair on the dog beds and dog throws – it will be washed dog hair that has survived a washing cycle – dog hair simply does not wash out completely.
- NOT on or in the beds (dog gate available)
We do not allow dogs on or near the beds in the bedrooms. This is where we draw the line between extreme dog-friendliness and our high standards of hygiene/top-grade facilities. Please do NOT book a lodge with us if the dogs must sleep in or on your bed.
As an extremely dog-friendly accommodation we attract a lot of visitors that are inseparable from their dogs, and we can imagine that your dog in an unfamiliar setting wants to be close to you, but please make sure that your dog does NOT get in or on the beds and does not get in contact with our bed linen made of the finest Egyptian cotton. Our bed linen is serviced by a company specialising in servicing 5* hotels and all used bed linen is screened before washing and rejected if it is soiled with dog hair.
If your dog cannot sleep separated from you, you can move their bed down the corridor so they can still see you, and we even provide a dog gate that you can install just in front of the entrance to the bedroom to prevent the dogs from entering the bedroom. Or you can bring a small or medium sized crate to put in the corner of the bedroom. We can provide a dog crate (size XL, 70 x 100 cm floor size, available on request, please notify us in advance), but it’s quite large for the bedroom and too large for the corridor.
Please make sure that your children do not take the dogs on the beds during the day and their play. If we find evidence that dogs have been on the beds, then we will charge you for the replacement of our bed linen. In our experience as dog-owners, dog hair never washes out completely, and throws and sheets with dog hair will need to be replaced when rejected at the laundry. Our guests with and without dogs need to be confident that we will not let our dog-friendliness affect our high standards of hygiene.
We do NOT accept the policy that guests can bring their own bed linen in order to allow dogs on the beds. We cannot accept your ‘doggy bed linen’ as dog hair will already be present in your own bed linen and will soil our mattress toppers. Please do NOT book a lodge with us if the dog(s) must sleep in or on your bed.
- dog gate or crate
We provide a child gate (or better to say a dog gate in this instance) that you will find in the back of the wardrobe of the first bedroom and it can be installed within seconds. This will help you to keep the dog(s) out of your bedroom, if you need eye contact and can’t simply close the door. We can demonstrate how easy it can be installed just outside of the bedroom entrance when we show you around in your lodge at check-in. We also have a dog crate at your disposal, should that be easier (please book this in advance. It’s free of charge but availability is limited).
- not without your company
It is not advised to leave your dog(s) alone in the lodge without your supervision. Please contact the park manager if you want to make plans where you cannot take your dog along, and we might find a better solution than leaving them behind all alone in a place that’s not their home. But this is a rule that's not set in stone: we can imagine a situation where a well-travelled dog is completely happy to have a snooze after a long walk, while his owners visit the only restaurant nearby that does not accept dogs. And we have seen a young puppy so fast asleep in its crate after a busy day that it was no concern either, he slept all the way through the absence of his owners. But you must inform us before a dog is left alone in the lodge, so we can keep an eye (and an ear) to know all is well. And we can provide a crate (size XL, 70 x 100 cm floor size) if that’s any good for your dog.
Alternatively, I can offer to keep an eye on your dog, or put the crate with me in the office if it’s just for an hour or two, or I can take my laptop and do my office work in your lodge if that’s preferred. We can now formally offer this dog-sitting service without worries about all the red tape regarding licensing, liability and insurance cover for dog boarding and dog-sitting, thanks to Dogbuddy.com, an intermediary that covers all of this. We can discuss this when you arrive and instantly book it on Dogbuddy.com to benefit from this service. You will find all the details with this link: https://uk.dogbuddy.com/LWDKK.
If you want to go away without the dog(s) for longer, then we can give you the contact details for our local doggy daycare and dog walking service, right here in West Tanfield.
- hot-water dog-shower and drying facilities
The hot-water dog-shower and drying facilities (shampoo and towels provided) makes it easy to flush off the excess dirt (dogs and wellies!) if you've been out and about in the mud. Or after a swim in the river, no worry if your dog decides to do a good mud-roll on the way back, it will be easy to flush off. The dog wash is situated next to the reception, strategically at the entrance of the park. After walking back to the lodge on the gravel paths, your dog will be drip dry even if you don’t use the drying facilities, so everything stays clean and tidy. You will also find dog brushes at the dog wash, but there is a set of brushes in your lodge too.
- on the lead / off the lead
Most of the time, there is no reason to request that your dog is kept on the lead at the park. As far as we are concerned, you can let them run free, play, and have a good time. Dogs love it here, and every guest tells us how relaxed the dog is at Riverdale Lodges. Probably because we don't restrict their freedom from the moment they hop out of the car, so they can sniff out the territory to get familiar with their new surroundings and feel it as their home away from home. But we CAN ask you to keep your dog on the lead or close at heel if other guests are scared or annoyed by your dog, or if there are concerns that dogs don’t get along.
The decking around your lodge is fully enclosed (with a locked gate) and there you can let your dog enjoy the fresh air without any supervision but it is not allowed to leave your dog to roam the landscaped grounds of the park without your close supervision. You can use the more than 3 acres, shared by only 4 lodges, as your garden to let your dog(s) play and run, as long as you are watching your dog(s) and clean up after your dog(s). Please bring your own poo bags, but there is an extra roll of poo bags in your lodge, should you accidentally be without. Poo bags can be disposed of in the main waste bin within the palisade halfway between reception and the lodges.
The area just outside the park's borders is all natural and 'wild', no one will expect you to follow the dog with poo bags when they roam the rougher parts and shrubs on the river bank, as long as they don’t do their business right at the walking track. We need to keep the grounds of the park, the walking tracks and the access road clean. The field behind Lapwing Lodge, on the track of the Ripon Rowel Walk, has a small flock of sheep grazing at some times of the year (usually only in winter), so it’s for animal health reasons that we then ask you to clean up after the dogs in this field as well.
- fencing around the park
The park is fenced nearly all around, but, obviously, the park is not closed off in front of the reception where our drive enters the park. The fencing around the park is post and rail with sheep wire, on average 3 feet high, with (newly planted) hedges and shrubs in front. On the riverside, there is just a very unassuming ‘old sheep wire’ fence that doesn’t hinder your view, 4 feet high. Having a fence around the 3 acres of landscaped grounds will help you to control your dog (compared to open spaces), but it’s not suitable or allowed to let your dog roam the park without being supervised. The fence is NOT escape-proof. Large dogs can jump the 3’ fence and smaller dogs will find gaps and slip underneath the fence or through the bars of the field gates.
Therefore: please be extra careful when you notice there are sheep in the field to the East side of the park (behind Lapwing Lodge), as can be the case (mainly during the winter months).
We aim to have some mountain bikes ready for you later this summer (please check with us, before assuming we will have it all at the ready). There will be a variety of sizes that you can use, for free, as and when available at our reception. Please note that using the bikes is entirely at your own risk and that Riverdale Lodges does not provide a bike rental service. We have NO professional or technical knowledge about the quality of the bikes and their maintenance, and these bikes are not new or ‘high end’ quality. It will be your own responsibility to assess for yourself whether the bike, helmet or high-viz jacket that is at your disposal is in a proper and safe condition to be used by you.
If you want professional advice, road bikes, or high-end mountain bikes, we can refer you to local stores.
If you bring your own bikes, you can use our dog-wash facility that doubles up as a bike-wash and maintenance space, but you will store them at your own risk. If it is a valuable bike, you should bring and apply your own bike lock.
THE PARK RULES
Before you made your reservation, you will have learned from our website and promotions that Riverdale Lodges is primarily a park for nature lovers and families looking for peaceful surroundings and tranquillity, rather than a hot spot for partying and late-night festivities.
And if you find yourself at the park with only your own companions, you’re welcome to make as much noise as you like, because no one else will hear you. But when the lodges near you are occupied, we expect you to be considerate with your neighbours. Park management will ask you to keep the noise down if loud music or party noise appears to be a disturbance for other guests. Guests that repeatedly do not follow these recommendations and/or behave disorderly will be asked to leave the park and will not be entitled to a refund.
That being said, the lodges are quite far apart, sharing 3 acres with just 4 lodges, so it’s unlikely that normal sound levels of music or people amusing themselves will be heard by your neighbours.
Please note that 95% of our guests bring dogs and that even the kindest dog will usually bark when they see strangers passing by, especially when they are outside on the decking. Thanks to the large distance between the lodges, you will only hear a barking dog from a distance once you are at your lodge, but some barking cannot be prevented. With just 4 lodges, the coming and going of people is minimal, but you can have a closer look at the little sketch at the bottom of the description of each lodge, on each lodge’s own page on our website. That will show you whether your lodge will see anybody walking past at all, or whether you would be able to hear a dog at another lodge when you are sitting outside and they bark.
If you are visiting Riverdale Lodges around Bonfire Night or New Year, chances are you are doing so to escape the fireworks. But in case you are not aware of our ban on fireworks: please note that we will not allow any fireworks to be set off at the park. Not at Bonfire Night or New Year, and not for your special Birthday Party either. We prioritise the wellbeing of dogs and wildlife, and with no other fireworks being any closer than the nearest towns Masham and Ripon, we endeavour to supply a FIREWORKS FREE ZONE for guests that want to escape the stress of fireworks at home.
The damage deposit is £250 per lodge for parties up to 4 people and £350 for parties of more than 4 people and/or more than 1 dog. Your deposit will be returned immediately if you leave the lodge in good order. When you arrive at the lodge you can check that everything is in good order, and when you leave and hand in the keys, you can show us if any damage occurred that you would like to settle with us.
- why do I pay a deposit
You are responsible for the lodge and its inventory while you are the keyholder. When items go missing or are damaged while you are ‘in charge’, the replacement value or repair costs will be calculated against your deposit (but not limited to the deposit).
The deposit is an easy way of quickly settling damages and little accidents that we can hold you responsible for, e.g. when your dog chewed the carpet, or your toddler got creative all over the kitchen cabinet doors with a set of permanent markers. We do however understand little things will always happen and we will not charge you for just a broken dinner plate (unless you decide to break them all!), or for the can opener that broke on normal wear and tear. We’d appreciate to hear about it, rather than charging you for it, so we can prevent that next guests find themselves without these utensils.
- how to pay the deposit
You can choose to hand the damage deposit in cash to the park manager when you arrive and receive it back the same way on departure. You can also choose to pay it at least 2 days before your arrival using Paypal, in which case we will send you an invoice and will refund the deposit also through Paypal on the day of your check out. It’s an easy way to manage your deposit with just a few mouse clicks and in many cases, it will not even leave the section of ‘pending transactions’ in your bank account before it’s already refunded.
In some cases, we will not bother to ask for a deposit, to avoid the hassle of money going back and forth, but you will still be liable for any damage and will be asked to refund this to us should damage occur.
The park manager will assist you throughout your stay and leave a telephone number for the hours when reception is not staffed: 01677 470 532. We are happy to be at your service and answer your questions inside and outside of normal office hours, but please note that you should NOT use this contact number during night time (22.00 pm-09.00 am) unless you have an emergency.
Please report any damage, any appliance not working properly, or any other problem that you notice as soon as possible to the park manager, even if it does not bother you (but it might be important to the next guests), so the problem can be addressed immediately. It’s difficult for us to find out if an appliance is not working properly, or a window or door is ‘sticky’, so we really appreciate it if you share these things with us, as soon as you notice it.
ACCESS TO YOUR LODGE
If we need access to your lodge e.g. for maintenance purposes or to change or check the settings or functioning of appliances and installations in your lodge, we will inform you and ask you whether you prefer this to happen in your presence or when you are out, so we can do this without disturbing you. We reserve however the right to enter the lodge during your absence if circumstances make this inevitable and it is not possible to consult you first. We will regularly (depending on the weather) water the plants and flowers on your terrace and do this when you are out, so this will not disturb you, or you can tell us if you prefer to water the plants yourself.
In the unlikely event that anything during your stay at the lodge is not to your satisfaction or as described, you should bring that to the attention of the park manager as soon as possible and allow us to rectify, repair or supply replacement within a reasonable time. If you fail to inform us or deny us the possibility to correct the situation, you lose any possible right to compensation.
For any other issues or events not mentioned in our Terms and Conditions, we will adhere to the customs, regulations and trading standards that are predominantly used in the travel industry in general and for self-catering short term rental at holiday parks in particular.