Terms and Conditions

We’ve tried to make our T’s and C’s as straightforward as possible. But they are still a contractual document between you and us, so please make sure you read them carefully and that you’re happy with them before booking. Please note The Bay also has site regulations in place that they expect any of us staying in the village to abide by – ask at reception for a copy of these.

The person making the booking accepts responsibility for ensuring any other guest(s) with them understand and follow these Ts and Cs.


Occupancy is a maximum of 2 adults (there is 1 double bed). We’re happy for an infant (under 2 years old) to stay at Clara’s Den at no exra cost, but please note there is no travel cot or high-chair at the apartment so you will need to bring your own.

What you need to know

We have a strict clean air policy, so no smoking, e-cigarettes or vaping is allowed in the building – which includes the staircase areas and communal areas. If you do smoke outside please put any cigarette butts in the communal bins. Please do not use any candles or tea-lights.

On arrival please familiarise yourself with the Fire Action Notice in the apartment hallway.

Sorry, we don’t allow pets at Clara’s Den as we wish for people with pet allergies to be able to book with confidence.

All necessary details for example key safe code, WiFi password, travel instructions and contact numbers in case of problems or difficulties will be sent by email at least two days prior to your arrival day.

Earliest arrival time: 4pm.
Latest departure time: 10am.

Free WiFi is included and password protected, but please note if you have vulnerable people in your party there is no adult content filter on the WiFi. Also we don’t log your internet usage, but our ISP may do.

Please help our lovely housekeeper by ensuring you empty the kitchen and bathroom bins and making sure you leave the apartment in a reasonable state of tidiness on departure.

Please note The Bay’s sewerage and waste tank system can be damaged by wipes flushed down the toilet. So please try to remember not to flush wipes down the toilet, even those marked ‘flushable’, as in this instance they’re not!

If you have an electric vehicle please be aware that you must not charge your vehicle from the standard sockets in the property. Not only does this invalidate our insurance, it is also against site rules, and there are serious risks to our property and your vehicle. Please do not do it! There is a charging point for electric vehicles on Woodspring Way, a short walk from the apartment. It takes card payments, you can charge for a maximum of 3 hours at a time, and there are spaces for 2 cars.

All guests staying at Clara’s Den do so at their own risk. We cannot be held responsible for any injury, illness, loss or damage to personal property. Our maximum liability is also limited to the total fees you have paid to us. We advise you to take out holiday insurance for your own protection.

For your safety while staying at Clara’s Den we have a gas safety certificate for the boiler which is serviced annually. The portable electrical appliances are PAT tested yearly, and a fire extinguisher and fire blanket are available in the kitchen area. We provide a small step-ladder to help you reach the higher kitchen cupboards if necessary. There is a grab rail in the shower, and a non-slip shower mat stored in the bathroom cabinet should you wish to use it.

We hope you enjoy your stay at Clara’s Den, but if there is anything that you are unhappy with please contact us as quickly as your possible during your stay so we can try to rectify the problem.

Sorry, bookings are non-transferable.

Cancellation policy

Should you need to cancel your booking, we offer a full refund up to five days before your arrival date. If you have extenuating circumstances which mean you need to cancel within five days of your arrival date, please contact us and we will try to help.


If you make a booking and your arrival date is more than 6 weeks away, 50% of the total price is payable within 3 days of making the booking. We’ll send you details on how to make payment by email.

The remaining balance is due 6 weeks before your arrival date. Unfortunately, if the final balance is not paid by this date we’ll have to treat your booking as cancelled, and allow your dates to be made available to someone else.

If you make a booking and your arrival date is less than 6 weeks away, then full payment is due with 3 days of making the booking. Unfortunately, if the money due is not received in time then we’ll have to treat your booking as cancelled, and allow your dates to be made available to someone else.

If the total cost of your booking (including damage deposit) is £600 or more, and your arrival date is more than 18 weeks away, then if you prefer payments can be split into 3 equal amounts. The first third of the total price is payable within 3 days of making the booking. The final third is due 6 weeks before your arrival date. and the middle third is due mid-point between the other two!

The price you pay includes:

  • Bedding
  • Towels
  • Utilities (gas, electricity, hot water, central heating)
  • Housekeeping
  • WiFi
  • Leisure pass for free access to the swimming pool, gym, sauna and steam room

Damage deposit

We require a £100 ‘damage deposit’ for every booking. If our housekeeper charges us for any extra cleaning due to the state of the apartment after your stay then these costs will be deducted from your damage deposit. Likewise, we’ll use your damage deposit to cover the cost of replacing keys, the leisure pass or to pay for significant damage. We understand that breakages happen from time to time so we won’t charge you for reasonable accidental damage.

Providing our housekeeper gives us the ‘green light’ after you leave, your damage deposit (minus any necessary deductions) will be returned to you by bank transfer within five working days of us receiving your account details.

The Bay site rules

Please observe the following regulations from The Bay/Away Resorts management team which apply to owners and guests alike.

  • The following are not permitted on The Bay:
    • Electronic or motorised toys
    • Remote control cars/aircraft
    • Fireworks
    • Scooters/skateboards
  • Please don’t hang washing outside
  • Please supervise your children at all times, especially when close to the lakes and ponds
  • Only park in a designated parking area

Your information

All personal information sent to us by you while you are making your booking is used only for managing your booking, contacting you about it, or sending you special offers (if you requested them). We do not and will not ever give, sell or otherwise transfer your information to anybody else without your permission. We hate spam as much as you do. The only caveat to this would be if we have to comply with police or other law enforcement agency requests for information.

We’ll keep your details on file for 3 years, and after that we anonymise them. You can at any time after your booking has ended contact us to ask for a copy of all the information we hold about you, or to request we delete it all.

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We’re serious about keeping your personal information safe, so we’re registered with the Information Commissioners Office.