WHAT DO YOU NEED HELP WITH?
How do I change or cancel my booking?
We’ll need you to request cancellation by drop us an email to firstname.lastname@example.org , 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.
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.
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.
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 email@example.com and we can check the details are correct and resend it to you.
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.
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 firstname.lastname@example.org.
You can also visit our Google and Facebook pages and leave reviews there.