CORONAVIRUS

Caistor Lakes are following the government guidelines in line with the 'roadmap'.

 

How will Covid19 affect your stay? 

Caistor Lakes are committed to ensuring our guests are safe during their stay. To this endeavour we will do the following: 

  • Encourage face masks where appropriate 

  • Encourage hand washing and the use of antiviral/alcohol hand gel 

  • Track & Trace - we will ask our visitors to complete the NHS track & trace paperwork on arrival

  • Our tables are spaced 1 metre apart and we encourage social distancing

  • Intensified cleaning regimen, using government approved antiviral products 

  • Temperature checking upon arrival

  • Our restaurant will now close at 10pm

  • No groups larger than 6 people will be allowed to sit together 

Safe during Coronavirus, our staff wear face masks

CORONAVIRUS BOOKING GUARANTEE

If Caistor Lakes is forced to close due to lockdown, we will initially offer you an alternative booking date, or we can keep your booking open for 12 months, which means you can still enjoy your holiday at Caistor Lakes when things settle down. A further option would be to offer a full reimbursement. 

If you cancel within 3 days of arrival due to covid19, guests must provide documentation to support their request for refund/date amendment. 

 

TERMS & CONDITIONS 

Bookings
A booking cannot be secured without payment (deposit/full balance). 
If you book prior to 6 weeks of the arrival date, you can secure your booking with a 25% deposit. 
The outstanding balance will be due 6 weeks prior to arrival - we will contact you to inform you of this. 
When a booking is secured, you will receive a booking confirmation via email (please check your Junk or Spam mailbox). You will also receive a 'Touring Information Pack' - please download & keep this for your records. If you book via Pitch Up or Hoseasons, or other booking agent, they will send you the confirmation. 
Cancellations
In the unlikely event of booking cancellations (this includes fishing, lodges or touring) within 6 weeks of the arrival date, we will not be able to offer a refund or amend to alternative dates. In the event of such a cancellation (or no-show) please be advised that deposits and balances are non-refundable. Please be advised we cannot amend or move booking dates within this 6 week period. 
As a family run business we understand that circumstances may occur which may lead you to cancel your booking under short notice and whilst we sympathise completely, we cannot breach our 6 week cancellation policy. We thank you for your cooperation. 
Cutting your holiday short
We hope you'll have such a great time with us that you don't want to leave. But if you do end up going home early, we won't offer you a refund. 
Things beyond our control

Unfortunately, we can't take responsibility or pay compensation if we cancel or change your booking in any way because of events beyond our control.  Neither can we accept any liability for any injury, loss or damage you suffer because of events beyond our control.  Some of the things we mean by 'events beyond our control' are fire, flood, explosion, storm or other weather damage, break-in, criminal damage, riots or civil strife, industrial action, natural or nuclear disaster, epidemics or pandemics, adverse weather conditions, war or threat of war, actual or threatened terrorist activity, and unavoidable technical problems with transport.

Adult Only
Due to the close proximity to water and thorough risk assessments we cannot allow children to stay overnight. However, as a Lincolnshire fishery we want to promote angling for Juniors, so if parents/guardians/carers want to bring their children (7+) fishing on a day ticket, we encourage this. We will ask the responsible adult to sign a disclaimer on arrival. 
Child Disclaimer
As a Lincolnshire fishery, we work closely with the Angling Trust and want to promote angling as a sport for Juniors, so if parents/guardians/carers want to bring their children (7years+) fishing on a day ticket, we encourage this. We will ask the responsible adult to sign a disclaimer on arrival. This disclaimer states that the accompanying adult is fully responsible for the child at all times, they will not be left unsupervised at any point. 
Children on site
When visiting the site or restaurant with children, they must be supervised at all times. Caistor Lakes is not responsible for any injury or damage that occurs if a child is left unsupervised. This is the full responsibility of the accompanying adult. Please bear in mind that our lakes have very deep water and are unbounded and our car park and access roads are very busy; please take this into consideration when visiting with small children. 
Noise Abatement Agreement
Upon arrival all residents will be asked to sign a Noise Abatement Agreement; this is to give us reassurance that we will not receive noise complaints from the neighbours, staff or other guests. If you breach this agreement, you may be asked to leave and no refund will be given. 
Lodge Check-In
Check in at 15:00pm - this has been altered to 17:00pm due to Covid19 following the 'Safer Stays' guidelines as outlined by our Partner, Hoseasons. Upon check-in we will ask you to sign a damage disclaimer (covering any damage and theft) along with a Noise Abatement Agreement. We will also ask for a pre-authorisation of your credit/debit card to cover the damage deposit. If you have arranged/would like to arrange a later check-in you must organise this on booking. Any guests arriving after 6:30pm would incur a late check-in charge of £25.00
Damage Deposit
Upon check-in we will also ask for a pre-authorisation of your credit/debit card to cover the damage deposit. This covers any damage to the lodge (interior and exterior, including decking), the furnishings or linens. This also covers theft and/or excessive mess. When a guest checks out, a member of staff will check the lodge and once confirmed, refund the pre-authorisation back onto the guest's card. 
No Smoking
Caistor Lakes' luxury lodges are NON-SMOKING. Guest should NOT smoke inside the lodges. If the lodge smells like cigarette smoke upon check-out, guests will incur a fumigation charge, as stated on the Lodge Disclaimer. 
Lodge Inclusions
All cutlery, cooking utensils, pots and pans, drinking glasses and mugs are included, along with tea towel and washing up liquid and sponges. We also provided 4 bath towels, 4 hand towels, 2 bath mats and 4 spa robes. All bed linen is also provided. We could advise guests to bring a swimming towel to use for the hot tub. 
Lodge Check-Out 
Check out is at 10:00am - staff will check the lodge prior to you leaving and will then reimburse the £150.00 damage deposit (providing there are no issues i.e. damage, theft etc.) 
Lodge Fishing
We want our guests to enjoy their holiday at Caistor Lakes, and although we make every effort to support a positive fishing experience we cannot guarantee a high rate of catch; there are many factors that can affect the catch rates including weather, bait, and much depends on the angler's skill level - BUT that's why it's called 'fishing' and not 'catching', it's all part of the sport! Anglers, please be advised Arthur's Pool is now open for lodge fishing exclusively. 
Touring
When booking it is vital that guests provide an accurate measurement of their caravan, campervan or motorhome. Incorrect sizes may lead to issues on arrival. E.g. if the vehicle is too long for the allocated pitch, we may have to send you home if we have no alternative pitches available. This also applies if you have a change of vehicle (i.e. if you buy a new caravan), we will make every effort to facilitate your holiday but this isn't always possible particularly in peak times. No refund will be offered under these circumstances. 
Pitch Allocation
Although we will make every effort to allocate the pitch you have requested, we cannot guarantee this every time. We appreciate your co-operation with this matter. 
Electric/Fob Deposit
Touring guests will be asked to leave a £25.00 cash deposit upon check-in. £20.00 covers the electric - any not used will be refunded back to the guest on departure. £5.00 will cover a fob deposit, which provides access to the park. It is important for guests to have a fob for emergencies etc. 
Touring Check-In
All touring guests must check-in between 12 noon and 6pm. If you have arranged/would like to arrange a later check-in you must organise this on booking. Any guests arriving after 6:30pm would incur a late check-in charge of £25.00
Touring Check-Out
Guests must check out prior to 12 noon. 
Special Offers
All special offers/discounts apply to direct bookings only. 
Personal Belongings
We take all reasonable steps to safeguard our premises and hope you will have no cause for concern during your holiday, but guests remain responsible for looking after their own belongings.  Please remember to secure any vehicles or bicycles and try not to leave any valuable items on display.  If you are bringing anything valuable on holiday you should check it is adequately covered by your insurance.
Filming & Photography
Occasionally our staff will film/photograph different areas of the park for promotion/marketing purposes. With this agreement, you give us the rights (free of charge) to anything containing your image (or the image of the other people with you) that's made while you're with us. (This doesn't affect your own photos or videos of course!) If you stray into a photo or video without meaning to and you want us to remove it from our library, we'll do our best to do so.
Restaurant - Allergens / Dietary Requirements
It is the responsibility of the diner to inform Caistor Lakes staff of any allergens or dietary requirements on when ordering. 
Alcohol in the Restaurant
We operate the 'Challenge 25' policy, if ID cannot be presented, we will not serve you alcohol. Alcohol will not be sold for customers under 18 (16+). 
Birthday Meals in the Restaurant - Birthday Offer
Guests must book the table on their birthday, proof of date of birth must be provided. For that individual only, not including Desserts or Drinks. Value of Free meal up to £15.00 - Minimum table of four only.
Zero Tolerance
We will not tolerate any form of aggressive behaviour (verbal or physical) towards our staff or other guests. This also includes antisocial behaviour. If you are aggressive or verbally abusive on the telephone, the call will be terminated immediately. If you are aggressive or verbally abusive whilst on site, we will ask you to leave immediately and without a refund. If needed, we will contact the authorities to support us in these rare situations. 
We have a zero-tolerance policy on drugs, firearms and offensive weapons.  Whilst on site, if you take illegal drugs or any other illegal substance or are in possession of a firearm or offensive weapon, we will ask you to leave the park, without refund.
Complaints

Even though we'll do all we can to give you a fantastic holiday, things do sometimes go wrong. Here's what to do if you need to complain:

  • When you're on holiday: If there's something wrong with your holiday, tell the Reception Team at the park straight away so we can try to put things right. Claims may be reduced or rejected if we have not been given the opportunity to put matters right or investigate your concerns. 

  • Write to us - info@caistorlakes.co.uk / Caistor Lakes, 99a Brigg Rd, Caistor, Lincs, LN7 6RX. We will respond within 7 working days. 

   
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