Ruen Lake

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Frequently Asked Questions

Find answers to common questions about our services, mission, and how you can get involved. Explore our FAQs for quick and helpful information.

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Are the lodges pet friendly?

Friendly dogs are welcome in all lodges. You must clean up after your pet. Pets (other than registered assistance dogs) are not allowed in any facilities or play areas. Pets should not be left unattended in lodges and must not be allowed on bedding or seating. If we think your pet is causing a nuisance or damage you will be required to remove it from the site. If you take a pet into a lodge which is not booked as pet friendly you will be required to pay an additional fee of £80 for the deep cleaning of the accommodation.

What meals or dining options are available?

Please brings your own food. Cooking facilities are available in lodges. Alternatively, there are local dining options available off the premises.

Is there equipment or bait available for purchase or rental?

Nets, slings and cradles are provided. No other supplies or bait is available for purchase/rent.

Can I alter my booking?

Alterations to your booking. Once there is a contract, if you need to make changes to your confirmed booking, you must contact us as soon as possible using the contact form online at https://www.ruenlake.com/contact/ or calling us on 07519522026. Whilst we will do our best to assist, we cannot guarantee that we will be able to meet your requested change.

What is the cancellation and refund policy?

Cancelling your booking. If you decide to cancel your confirmed booking, please contact us as soon as possible by calling us on 07519522026. The date that you contact us is the date of the cancellation.

Should one or more members of your party cancel, it may increase the per person holiday price of those remaining on the booking and you will be liable to pay this increase.

Because we incur costs in cancelling your booking, if you do not have cancellation cover protection, you will have to pay cancellation charges as follows:

Number of days prior to arrival that cancellation notification is received Cancellation Charge as a % of total holiday value More than 70 Days Full standard deposit (if you have paid a discounted deposit you will also need to pay an amount up to the standard deposit) plus administration fee 70-57 days 60% 56-29 days 80% 28 days or less 100%

Where possible, we will deduct the cancellation charge(s) from any monies you have already paid to us. Insurance premiums for holiday insurance, cover costs and administration fees are non-refundable in any event.

If you have bought holiday cancellation cover you will be covered for more of the cancellation charges depending on when you cancel and the reasons for cancelling. Full details of our holiday cancellation cover are on our website.

Except where you have booked a Package, this clause 34 outlines the rights you have if you wish to cancel your booking. Please note that there is no automatic statutory right of cancellation under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (Directive 2011/83/EU).

Is Wi-Fi available?

Each lodge has its own wifi. Pods do not have wifi at this moment in time.

What’s the check-in/check-out policy?

Your accommodation will be available from 2pm on your arrival day. If you think you may arrive after 2pm please let us know. You should leave your accommodation by 10am on your departure date. At the end of your holiday please leave everything in a clean and tidy condition. You will be required to pay for any damage you cause to your lodge during your stay. Keys are to be left in door and rubbish put in bins located in car park.
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