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FAQs

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BOOK WITH CONFIDENCE & CORONAVIRUS FAQS

Easy and flexible date changes & refunds 

If you are unable to stay because the area you are travelling from, or to, has issued a COVID travel ban, or you test positive for Coronavirus, we will offer you the opportunity to change your dates. Where this isn’t possible, we can offer a credit voucher to book an alternative cabin at another time or a refund. 

Happy guests   

Since the start of the pandemic, we have been able to move 90% of bookings for stays impacted by Coronavirus so our guests can still look forward to their holiday, just a little later than planned. Our friendly guest experience team will be happy to help you.

Our Covid Clean & Safe Rules

We are taking extra measures in order to keep you and the team safe during your stay.   

CORONAVIRUS FAQs 

Last updated 19/02/21 

Can I still book a holiday?  

Yes, we are currently taking bookings for all of our cabins for stays from 21 March 2021.

Before making a booking, we always recommend checking the government websites for the most up to date advice on travel in EnglandScotlandWales and Northern Ireland. For international locations check the FCO website for the most up to date travel advice.  

Can I still go on my holiday?  

If your booking is over the next few weeks, unfortunately you will not be able to travel. The UK is in lockdown and everyone is instructed to stay at home and only leave where necessary. To date, we have contacted all guests with bookings up to 21 March and we will keep this under review in line with government guidelines. 

If you have a booking before 21 March look out for the email from us or if you have not received one, please email our Team on booking@thehopgarden.co.uk with your booking reference and we will get back to you. If you are unable to travel due to a government health measure, we will offer you a date change, or if that is not possible, a refund.   

If your booking isn’t before 21 March, we will contact you in the coming weeks once we know more about the restrictions for the date of your booking. We please ask that you don’t contact us whilst we first help those guests who have been immediately affected. 

If I have a booking credit, how do I use it  for a new booking?    

If we are holding credit against a booking and you are now ready to rebook, drop us an email to booking@thehopgarden.co.uk , fill our contact form or call us on 01291 680 111 with your preferred new dates and we will get you booked in. If the new dates are higher in price, i.e. in a more expensive period, you will need to pay the additional amount at the time of booking.   

Should I buy travel insurance?  

Yes, we always recommend that you have comprehensive travel insurance, including for stays in the UK. We recommend you take out a policy which covers you in the event of cancellation and has good medical coverage for international trips. Your coverage in the event of Coronavirus-related issues will depend on your insurer. Please contact them if you have questions. Guests booking international stays must have travel insurance which covers cancellation.

AMENDMENTS TO BOOKINGS

How do I change or cancel my booking?

We’ll need you to request cancellation by drop us an email to booking@thehopgarden.co.uk , fill our contact form or call us on 01291 680 111 . We’ll then get in touch for a chat. Alterations to your booking can only be made more than 10 weeks prior to the check in date, after which time alterations will be treated as cancellations. All alterations are subject to availability and may incur a £50 administration fee.

Please see our Booking Terms for full information

Can I have an early check in / late check out? 

Our check-in is 4pm and check out is 10 am. Please contact us directly to see whether we can make any special arrangements, but this is not guaranteed and may incur a fee. 

GIFT CARDS

How can I purchase a gift card?

You can purchase Gift Cards online 24/7. Select the e-card option to get a digital card straight away.

Can I buy a gift card for a particular space?

We want to offer people as much flexibility as possible, so we don’t offer space-specific Gift Cards, but instead allow our guests to redeem against a booking at any of our spaces.

Can Kingstone Brewery vouchers be used for The Hop Garden spaces?

Sadly no, The Kingstone Brewery is our sister company but the two are administered separately. But you can buy  Kingstone Brewery Gift Cards online on its own website.

PRICING AND FLEXIBILITY

Why is the ‘from price’ different to the actual price of my selected dates?

The ‘from price’ is based on a low season, mid-week 4 night stay. So for example, if you have selected weekend dates in peak season, the total price will be higher than the “from” price multiplied by the number of nights.

Are there any additional charges apart from the advertised price?

No, we do not add on any additional fees. We may have additional charges for wood, or other extras you might like to add, but these will always be clearly stated at the time of booking or on the cabin page.

Are hot tubs included in the price? 

Yes, the hot tub is included in the price.

Can I change my payment method? 

We will collect the remaining balance 10 weeks prior to your stay, automatically from the card you paid the deposit with. If for any reason you need to change the card, just call us on 01291 680 111 and we can process the payment over the telephone using your preferred card. 

PAYMENT METHODS

Do I need to pay a deposit on booking?

Yes, if your booking is more than 10 weeks ahead of your stay, you can either choose to pay a deposit of 25% or pay the full amount. If you do pay a deposit, the balance will be due 10 weeks before your stay. For bookings made within 10 weeks of your check in day, the full amount is required at time of booking.

Can I pay off my balance in instalments?

We’re afraid not. We require a 25% non-refundable deposit for all bookings with check in dates of more than 10 weeks away. The balance will be due 10 weeks before check in day. It can be paid in advance of that date, but only in a single payment.

What card can I pay with?

We accept any debit or credit card.

Can I pay via BACS payment?

Sorry, but we don’t offer a BACS payment service.

What currency do I have to pay in?

Rates are set for GBP. Where this has been converted into the currency of your preference, the total cost of your booking will be an estimation only, based on the recent exchange rate, until the payment is made. 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 a guaranteed rate, or leaving the conversion and any associated fees to your card provider.

Why might my card be declined?

We are not notified with a reason as to why a payment has been declined. We can only see the card type, amount charged and success or failure of a transaction. Transaction failure may be due to a problem with your card, your bank or potentially our payment system. Please call us on 01291 680 111 and we will see if we can help complete your booking.

What do I do if I haven’t received my booking confirmation email?

Firstly check your Junk/Spam Mail just in case it’s ended up in there. If not, give us a call ASAP on 01291 680 111 or email to webmaster@thehopgarden.co.uk and we can check the details are correct and resend it to you.

MY ACCOUNT

How do I create an account?

This is not possible at the moment but we are always looking to improve our website. To enquire, amend, cancel, manage your booking, please contact us and we will help you with your request.

LEAVING FEEDBACK

How do I leave feedback on my stay?

You will receive an automated feedback survey via email the day after you check out. Please follow the link in the email. Your feedback is really important to us, so please do fill it in! You can also send your feedback on our website. If you want to reach out to us directly you can email webmaster@thehopharden.co.uk.

You can also visit our Google and Facebook pages and leave reviews there.

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ACCOMMODATIONS

Hop Cabin

Sleeps 2, en-suite bath, shower and cooking facilities.
brambling cross at the hop garden

Brambling Cross

Sleeps 2, hot tub, en-suite shower and toilet, cooking facilities.

Goldings Cabin

Sleeps 2, firepit, shower and cooking facilities.

Cedar Falls

Sleeps 2+2, hot tub, shower and cooking facilities.
Glamping at the wye valley Pioneer

Pioneer

Sleeps 2, en-suite shower and cooking facilities.

Contact

The Hop Garden

Tintern, Monmouthshire, NP16 7NX

Tel: 01291 680 111

booking@thehopgarden.co.uk

Location