Policies & Guidelines

Who We Are and Your Contract

Killymoon Lodge is operated by Downend View Escapes Ltd. Downend View Escapes Ltd is a company registered in England and Wales under company number 17057518, with registered office at Office 4 Baring Chambers, 13 Denmark Road, Cowes, Isle of Wight, PO31 7SY. Your booking contract is with Downend View Escapes Ltd.

The lead guest must be at least 18 years old, must have authority to book for everyone in the party and is responsible for ensuring that all guests and visitors comply with these terms and the House Rules. Killymoon Lodge is an adults-only property: every overnight guest must be aged 18 or over.

Booking Confirmation and Price

A booking is confirmed only when we issue a booking confirmation and successfully take the payment then due. Please check the confirmation promptly and tell us straight away if anything is incorrect.

The total price shown before payment includes the accommodation price, the mandatory £95 cleaning fee and any taxes or compulsory charges shown in the booking summary. Optional hampers, retail items, dog charges, EV charging and other extras are charged separately where selected or agreed. No verbal quotation or provisional hold is binding until confirmed in writing.

The booking is personal to the named lead guest and may not be transferred, resold or used by another party without our written agreement.

Payment

An initial payment of 25% of the booking total is due when the booking is made. The remaining balance is due and will be collected automatically three days before arrival using the authorised payment method. If a booking is made within three days of arrival, the full amount is due at booking.

If an automatic payment fails, we will use the contact details on the booking to ask you to provide a valid payment method. If the amount remains unpaid by the deadline stated in our notice, we may treat the booking as cancelled by you and apply the cancellation terms below. We will not knowingly make an additional card charge that was not disclosed or authorised.

Changes By The Guest

Requests to change dates, guest numbers, dogs or other booking details are subject to availability and our written agreement. A change may alter the price. Moving a booking does not automatically reset or remove the original cancellation terms. If we cannot agree the requested change, the original booking remains in place unless it is cancelled under the cancellation policy.

Standard Cancellation Policy

- If you cancel within 24 hours after booking, and the booking was confirmed at least seven days before check-in, payments made will be refunded in full.

- If you cancel 14 days or more before check-in, payments made will be refunded in full.

- If you cancel between seven and 13 days before check-in, 50% of the accommodation charge is payable and the balance of the accommodation charge will be refunded.

- If you cancel fewer than seven days before check-in, do not arrive, or leave early, the accommodation charge is not refundable.

The mandatory cleaning fee will be refunded if the booking is cancelled before check-in and no stay takes place. Optional extras will be refunded unless they have already been ordered, prepared, delivered or otherwise irreversibly committed for your booking; any unrecoverable amount will be explained.

If we re-sell some or all of cancelled dates, we will take the net amount recovered into account and make any additional refund needed so that we do not recover more than our genuine loss and reasonable unrecoverable costs. Total refunds cannot exceed the amount you paid.

Where a clearly labelled discounted **non-refundable rate** is selected, the accommodation payment is not normally refundable if you cancel. Statutory rights, cancellation by us and the re-sale principle in the paragraph above still apply.

Accommodation booked for a specific date or period does not normally carry the general 14-day cooling-off right that applies to some distance contracts. The cancellation rights stated above still apply. We strongly recommend suitable travel insurance.

Cancellation or Material Change By Us

We may need to make a change or cancel because the property is unsafe or unavailable, because of an emergency, or for another event outside our reasonable control. We will contact you as soon as reasonably possible. If we cannot provide the booked stay, you may choose any suitable alternative we offer or receive a refund of the amount paid to us for the accommodation or service we cannot provide. We are not responsible for separate travel or other third-party costs except where the law requires otherwise.

We may end a stay without a refund where there is serious or repeated breach of the House Rules, unlawful or dangerous conduct, deliberate or reckless damage, unauthorised parties, material disturbance to others, or occupancy above the booked maximum. We will act reasonably and take the seriousness of the situation into account.

Occupancy, Access, and Use of the Property

Check-in is from 3:00 pm. Check-out is by 10:00 am. Early arrival or late departure is permitted only when agreed in writing.

The maximum occupancy is six adults. Only guests named or included in the reservation may stay overnight. Visitors require prior agreement and must not cause the maximum occupancy to be exceeded. Parties and events are not permitted. Commercial photography or filming is not permitted without prior written permission.

Guest use is limited to the lodge, its private deck, hot tub and barbecue area, two designated parking spaces and the normal access routes. The wider grounds are private unless we expressly say otherwise. The lodge is reached by four steps and does not have step-free access.

The accommodation and its facilities must be used lawfully, safely and with reasonable care. Please respect neighbours, staff, wildlife and the site. Recommended quiet hours are 10:00 pm to 8:00 am 

Smoking, Vaping, Candles, and Fire

Smoking and vaping are not permitted inside the lodge, in the hot tub or on the deck. Candles, fireworks, Chinese lanterns and other naked flames are not permitted. Barbecues and any approved outdoor fire equipment must be used only in their designated position, never left unattended, and left safe after use.

Dogs

One well-behaved dog may stay when included in the booking and paid for at £5 per night. A second dog is accepted only with prior written agreement, taking its size and suitability into account. No other animals are permitted unless required by law.

Dogs must be kept under control, supervised and away from any private grounds. They must not be left alone if likely to cause distress, noise or damage. Please keep dogs off beds and upholstered furniture, clean up waste promptly and keep them under close control around the resident peacocks and other wildlife. The lead guest is responsible for reasonable additional cleaning or damage caused by a dog.

Hot Tub

The hot tub is for registered adult guests only and must be used in accordance with the instructions displayed or supplied. Do not take glass into the hot-tub or deck area; use the non-breakable drinkware provided. Do not add oils, soaps, bubble bath or other substances. Do not use the hot tub while excessively affected by alcohol, medication or any substance that makes its use unsafe. Anyone who is pregnant or has a relevant health condition should obtain appropriate medical advice before use.

Observe the stated maximum occupancy and any published operating hours. Replace and securely fasten the hot-tub cover whenever the tub is not in use and again before departure. Do not leave glasses, towels or personal belongings on the decking.

EV Charging

The property has a 7.4 kW untethered Ohme ePod charger. Guests must bring a compatible cable. Charging must be agreed and paid for; the current usage price is 45p per kWh based on actual metered usage. A £50 advance payment is taken, with any unused balance refunded after checkout. Please message us if you would like to use the charger. Do not charge a vehicle from a domestic socket or extension lead. 

Peacocks, Wildlife, and External Cameras

Peacocks live on the site. Do not feed, chase or handle them, and keep a respectful distance. Please keep food and waste secure.

External security cameras cover parking and access routes for safety, security and the investigation of incidents. There are no cameras inside the lodge or in private-use areas such as the hot-tub area. More information about use and retention of camera footage appears in our Data Privacy Policy.

Food Hampers, Substitutions, and Allergens

Optional food hampers and grocery items are supplied chilled or otherwise stored as appropriate and are subject to supplier availability. Where necessary, we may substitute an unavailable item with a reasonably equivalent local product. If a material substitution is needed, we will contact you where reasonably possible.

Ingredients, recipes and allergen information can change between suppliers and product batches. You must tell us about any allergy, intolerance or dietary requirement before ordering and no later than the published order cut-off. We will accept an allergy-specific order only after we have checked the current product labels and the relevant sourcing, storage and handling arrangements and confirmed in writing what we can provide. Unless we expressly confirm otherwise in writing, we cannot guarantee that a product or hamper is free from a particular allergen or from cross-contamination.

Food orders may be cancelled or changed only while we can still recover the relevant supplier cost. If an item has already been ordered, prepared, delivered or otherwise irreversibly committed for your booking, the unrecoverable amount is payable and will be explained.

Damage, Extra Cleaning, and Missing Items

Please report damage, breakage, a maintenance problem or a safety issue as soon as possible so that we can help and limit further loss. The lead guest is responsible for the reasonable cost of damage, missing items, specialist cleaning or other loss caused deliberately, recklessly or through a serious breach by a guest or permitted visitor, excluding fair wear and tear.

Where we seek payment, we will explain the reason and provide reasonable evidence. Any charge to a stored or authorised payment method will be made only where the payment terms and applicable law permit it. 

Departure Checklist

Before leaving by 10:00 am, please:

- gather used towels in the location stated in the Welcome information;

- dispose of rubbish in the stated bins;

- wash used kitchen items or leave the dishwasher running;

- securely replace the hot-tub cover;

- remove glasses, towels and personal belongings from the decking;

- return the keys to the lockbox or other stated location; and

- close windows, lock the lodge and check that you have all belongings.

Ferries and Third-Party Services

Any ferry discount, promotional fare or free-return offer is subject to the ferry operator’s availability and terms and may be changed or withdrawn by the operator. A ferry ticket is a separate contract with the operator and is not part of the accommodation contract. The current free Red Funnel return-ferry promotion for qualifying five-night-or-longer stays is intended to run to the end of 2026 and is subject to the stated vehicle, passenger, route and availability limits.

Third-party goods and services are also subject to their supplier’s terms. Nothing in these terms limits rights you have against the relevant supplier.

Problems and Complaints

Tell us promptly if there is a problem during the stay and give us a reasonable opportunity to investigate and put it right. Contact: 07928 980 768 and info@downendviewescapes.com If the issue is not resolved during the stay, send a written complaint as soon as reasonably possible after departure, including relevant details and evidence.

Liability and Legal Rights

Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or your statutory consumer rights. We are not responsible for loss that was not reasonably foreseeable when the contract was made, or for business loss arising from a consumer booking.

These terms are governed by the law of England and Wales. A consumer resident elsewhere in the United Kingdom retains any right to bring proceedings in the courts of the part of the United Kingdom where they live.