Following the government announcements, we are currently closed and will reopen on the 4th December 2020.
My holiday has been cancelled by Derwentwater House. What does this mean?
If your holiday has been cancelled by us, we will contact you to discuss your options. You will have the option of a refund, transfer of dates or a credit voucher depending on what you prefer.
I have received an email saying I need to pay my balance or it will automatically be taken from my card. Should I pay?
We understand that you may be hesitant to pay your final balance right now. The emails you receive are automatic and we will not take your balance without speaking to you first. If your stay is due to commence within the next 4 weeks, please ignore these emails and we will contact you to discuss your options. If your stay is commencing after 4 weeks and you are unable to pay your balance right now, please contact us to discuss.
I am coming from overseas for our stay. What are my options?
Please contact us to discuss.
I would like to book Derwentwater House. What is the current cancellation policy?
For any cancellations on bookings made from 16th March 2020 due local lockdowns, local travel restrictions or if someone in your party tests positive, you will have the option of a refund minus an admin fee of £125, transfer of dates or a credit voucher depending on your preference. We highly recommend that you take out travel insurance. In the event that you may need to cancel due to non COVID-19 related issues, our regular terms still apply. You can view them here.
What measures are you taking to make sure the house is safe?
Hand Sanitiser will be provided at each entrance and is mandatory that you and all your guests use this upon entering the house. We will also provide surface sanitiser and antibacterial wipes. Our cleaning team will wear gloves, masks and aprons whilst cleaning the property and will take extra time and care to sanitise door handles, light switches, remote controls and any regularly touched items and areas. Our properties are always cleaned to the highest standard and this standard will be met and maintained before your arrival.
Unfortunately we will be removing the children’s toys and board games from the house for the foreseeable, but you are more than welcome to bring your own. We ask that you please make sure these are taken home with you.
We ask that all guests follow the government guidelines of social distancing and washing hands regularly. This is the responsibility of the guest.
It is crucial that all guests staying arrive no earlier than 5pm and depart no later than 10am. There must not be a crossover of our cleaning team and guests within the house. If you have food you would like to put in the fridge, please contact us to arrange this in advance. Food items must then be left outside in crates or bags, which we will put in the fridge or freezer for you. Please keep all luggage and bags in your vehicle until check in time at 5pm. We also ask that you make sure the house is tidy and you have taken all your belongings before leaving the property as you will not be able to reenter after departing at 10am.
If you have any questions at all, please contact us.