Terms & Conditions
Last updated: 11 November 2026
Welcome to Golden Octopus. We want every guest to enjoy a comfortable, safe and memorable stay. Please read these Terms & Conditions carefully before making a reservation.
By confirming a booking, the person responsible for the reservation (the Lead Guest) agrees to these Terms & Conditions on behalf of themselves and their booking party, subject to applicable law.
1. About Golden Octopus
Golden Octopus is the trading brand for the following serviced accommodation properties in Cumbria, England:
Clocktower House – operated by The Fells Retreat Ltd.
Victoria Villas – operated by Europa Properties Ltd.
Harrington Road – operated by Europa Properties Ltd.
The company operating the property booked is the accommodation provider and contracting party.
References to "Golden Octopus", "we", "us" or "the Host" mean the relevant operating company.
Our website is www.goldenoctopus.co.uk.
For booking enquiries and assistance, contact us on +44 7795 043991.
2. Booking and Reservations
2.1 The Lead Guest must be at least 25 years old at the time of booking, unless an exception has been expressly agreed in writing and is permitted by law.
2.2 The Lead Guest is responsible for ensuring that all members of their booking party understand and comply with these Terms & Conditions.
2.3 Bookings are subject to availability and are confirmed once the required payment has been received and confirmation issued.
2.4 Guests must provide accurate booking information, including the number of adults, children and infants.
2.5 The maximum permitted occupancy is specified in the relevant property listing and booking confirmation. It must not be exceeded without prior written approval, and any approved change remains subject to the property's legal occupancy limit.
2.6 Only registered guests may occupy the accommodation or use its facilities. Additional daytime visitors require prior written permission from the Host. Unauthorised overnight guests are not permitted.
2.7 The Lead Guest must notify Golden Octopus promptly of any material changes to the booking information.
3. Payments
3.1 For standard direct bookings, a deposit equal to 25% of the accommodation cost is payable when the reservation is made.
3.2 The remaining 75% balance must be paid no later than 28 days before arrival.
3.3 For reservations made within 28 days of arrival, the full booking amount is payable at the time of booking.
3.4 Any additional charges, including pet fees or agreed extras, will be communicated before they become payable.
3.5 If a balance payment is not received by the due date, Golden Octopus may contact the Lead Guest and provide a reasonable opportunity to complete payment before cancelling the booking. Any cancellation charges remain subject to these Terms & Conditions and applicable law.
3.6 Different payment arrangements may apply to bookings made through third-party platforms or to separately negotiated corporate reservations.
4. Cancellation Policy
For standard direct bookings:
4.1 More than 28 days before arrival
The Host will retain 25% of the accommodation cost. Any additional accommodation payments will be refunded.
4.2 28 days or fewer before arrival
The full accommodation cost will ordinarily be retained.
4.3 Non-arrival
Guests who fail to arrive without cancelling will ordinarily be charged the full accommodation cost.
4.4 Cancellation charges are subject to applicable consumer law and will not be enforced where doing so would be unlawful or unfair.
4.5 Guests should notify Golden Octopus as soon as possible if they need to cancel.
4.6 Refunds of separately purchased extras will be considered according to whether the relevant service has been supplied or non-recoverable costs have reasonably been incurred.
4.7 Security deposit pre-authorisations will be released where no charge is properly due.
Changes to Booking Dates
4.8 Guests may request a change of dates before arrival.
4.9 All changes are subject to availability and written approval from Golden Octopus.
4.10 Where replacement dates are more expensive, the guest must pay the difference.
4.11 Where replacement dates are cheaper, a refund of the difference is not automatic and will depend on the agreed amendment.
4.12 Date changes cannot be used to circumvent the cancellation policy.
4.13 Golden Octopus may decline date-change requests where reasonably justified.
Cancellation by Golden Octopus
4.14 Where Golden Octopus must cancel a booking and cannot provide the agreed accommodation, guests will receive an appropriate refund, normally including a full refund where no accommodation is provided.
4.15 Guests' statutory rights and any additional remedies available under law remain unaffected.
5. Security Deposits and Guest Verification
To protect our properties and provide a safe environment, security deposits and guest verification are required before arrival.
Security Deposit Amounts
PropertySecurity depositClocktower House£500Victoria Villas£400Harrington Road£250
5.1 Security deposits are normally processed through Stripe as a temporary card pre-authorisation, rather than an immediate payment.
5.2 Pre-authorisation may be requested at any time before arrival and must be completed before access details are released.
5.3 The payment descriptor may appear as:
The Fells Retreat for Clocktower House.
Europa Properties Limited for Victoria Villas and Harrington Road.
5.4 Following departure and a satisfactory property inspection, the authorisation will be released. The time taken for funds to become available depends on the card issuer and payment processor.
Mandatory Pre-Arrival Requirements
5.5 Before arrival, the Lead Guest must:
Complete secure identity verification using valid identification.
Electronically sign the short-term rental agreement.
Complete the required security deposit pre-authorisation.
5.6 Check-in details and access codes may be withheld until these requirements have been satisfied.
5.7 Failure to complete these requirements may delay access or affect the booking, subject to applicable law and any relevant booking-platform rules.
Security Deposit Deductions
5.8 Golden Octopus may recover reasonable, evidenced costs arising from:
Damage to the property or its contents.
Missing or damaged items.
Excessive cleaning.
Damage caused by pets.
Misuse of facilities or equipment.
Lost keys or damaged security devices.
Other proven losses for which guests are legally responsible.
5.9 Charges will reflect actual reasonable losses, taking account of fair wear and tear, depreciation and the condition of affected items.
5.10 The Lead Guest will be informed of proposed charges and the reasons for them.
5.11 No automatic forfeiture of the entire security deposit will apply.
5.12 Where properly evidenced losses exceed the deposit amount, Golden Octopus may seek recovery of the reasonable outstanding balance through lawful means.
6. Check-in and Check-out
PropertyCheck-inCheck-outClocktower House4:00 pm10:00 amVictoria Villas3:00 pm10:00 amHarrington Road3:00 pm10:00 am
6.1 Early check-in and late check-out may be available subject to advance written agreement, availability and any communicated additional charges.
6.2 Guests must not arrive early or depart late without approval.
6.3 Unauthorised late departures may result in reasonable additional charges where actual costs or losses arise.
6.4 Detailed checkout instructions will be provided to guests before departure.
6.5 Guests must follow reasonable checkout requirements, including securing the property, returning keys and disposing of rubbish appropriately.
7. House Rules and Guest Conduct
7.1 Golden Octopus welcomes families, friends, corporate guests and other responsible groups.
7.2 Stag and hen parties are not permitted.
7.3 Unauthorised parties, events and gatherings are prohibited.
7.4 Quiet hours apply between 10:00 pm and 8:00 am.
7.5 Guests must avoid unreasonable noise and disturbance at all times, including in gardens and outdoor areas.
7.6 Guests must respect neighbouring properties, local residents and the surrounding environment.
7.7 Threatening, abusive, aggressive or antisocial behaviour will not be tolerated.
7.8 Illegal activities are prohibited throughout the property and its grounds.
7.9 The possession, use, supply or distribution of illegal drugs is prohibited.
7.10 Serious breaches may be reported to the relevant authorities.
8. Smoking and Vaping
8.1 Smoking and vaping are strictly prohibited inside all Golden Octopus properties.
8.2 This includes cigarettes, cigars, pipes, e-cigarettes and other smoking devices.
8.3 Smoking is permitted only in designated outdoor areas where applicable.
8.4 Cigarette ends and other smoking-related waste must be disposed of safely and responsibly.
8.5 Where there is reasonable evidence of smoking or vaping indoors, Golden Octopus may recover actual, reasonable and evidenced costs for specialist cleaning, deodorising or damage.
8.6 No automatic fixed smoking penalty applies.
9. Pets and Assistance Animals
9.1 Pets are welcome where permitted under the relevant property booking conditions and subject to any applicable additional pet fee.
9.2 Pets must be declared before arrival.
9.3 Pets are not permitted on beds or upholstered furniture.
9.4 Guests must clean up after their pets, including in gardens and outdoor areas.
9.5 Pets must not cause excessive noise, damage or disturbance.
9.6 Pets are prohibited from entering hot tubs, saunas and designated spa areas.
9.7 The Lead Guest is responsible for damage caused by their pets.
9.8 Reasonable additional cleaning or repair costs may be recovered where supported by evidence.
9.9 Assistance animals will be accommodated in accordance with applicable law, including reasonable adjustments where required.
10. Damage, Breakages and Excessive Cleaning
10.1 Guests must take reasonable care of the property, furniture, furnishings, appliances and equipment.
10.2 Accidental damage or breakages, including minor incidents, must be reported as soon as reasonably possible.
10.3 Guests are responsible for damage caused by themselves or their booking party, excluding fair wear and tear.
10.4 Repair and replacement charges must be reasonable and supported by evidence.
10.5 Guests must leave the property in a reasonably clean and tidy condition.
10.6 Additional cleaning charges may apply where the property requires cleaning beyond the normal changeover, including excessive rubbish, significant stains, pet-related mess or other exceptional cleaning requirements.
10.7 Charges will reflect actual reasonable additional costs, not automatic penalties.
11. Parking and Electric Vehicle Charging
These provisions apply to Clocktower House and Victoria Villas, where designated parking and EV charging facilities are provided.
11.1 Guests must park only in designated spaces.
11.2 Vehicles must not obstruct neighbouring properties, access roads or emergency access.
11.3 Guests are responsible for damage caused by negligent or improper use of parking facilities and EV charging equipment.
11.4 EV chargers must be used in accordance with the equipment instructions.
11.5 Additional charges may apply for EV charging. Guests must contact the Host before using the charging facilities to confirm availability and applicable fees.
11.6 Unauthorised extension leads or electrical connections must not be used for vehicle charging.
11.7 Parking and EV charging are not advertised as provided amenities at Harrington Road.
12. Hot Tub, Sauna and Spa Facilities
Applicable to Clocktower House.
12.1 Guests must read and follow all safety and operating instructions before using the hot tub or sauna.
12.2 Children must be supervised by a responsible adult and must comply with manufacturer age restrictions.
12.3 Children must never be left unattended in or around the hot tub or sauna.
12.4 Glass containers are prohibited in and around spa facilities.
12.5 Guests must not use the hot tub or sauna while intoxicated.
12.6 Guests must observe appropriate hygiene requirements and avoid contaminating the water.
12.7 Guests must not tamper with controls, filtration systems, electrical components or other equipment.
12.8 Pets are prohibited from the spa areas.
12.9 Golden Octopus may recover reasonable, evidenced costs arising from misuse, including contamination, damage or additional cleaning and maintenance.
12.10 Routine servicing, normal water treatment and fair wear and tear remain the Host's responsibility.
12.11 Guests with medical concerns should seek appropriate professional advice before using hot tubs or saunas.
13. BBQs, Fire Pits and Outdoor Equipment
Applicable to Clocktower House.
13.1 Guests may use the BBQ and smokeless fire pit provided at Clocktower House, subject to the instructions supplied.
13.2 Equipment must be operated safely and never left unattended while in use.
13.3 Children must be appropriately supervised and must not operate the equipment.
13.4 BBQs and fire pits must not be moved from their designated locations without permission.
13.5 Fires must be fully and safely extinguished after use.
13.6 Guests must not use equipment in unsafe weather conditions or where fire restrictions apply.
13.7 Guests may not bring their own BBQs, fire pits or outdoor cooking equipment to any Golden Octopus property without prior written approval.
13.8 BBQs and fire pits are not provided amenities at Victoria Villas or Harrington Road.
14. Children and Supervision
14.1 Parents and responsible adults are responsible for appropriately supervising children throughout the property.
14.2 Particular care must be taken around stairs, outdoor areas, cooking equipment and other potential hazards.
14.3 At Clocktower House, children must never be left unattended around the hot tub, sauna, BBQ or fire pit.
14.4 The Lead Guest must ensure that all members of their booking party follow the relevant safety instructions.
15. CCTV and Security
15.1 External CCTV cameras and Ring video doorbells are installed at all three Golden Octopus properties.
15.2 These systems are used for legitimate security, safety and incident-investigation purposes.
15.3 Cameras monitor designated external areas, including property entrances and other outdoor security locations.
15.4 Video recording is enabled. Audio recording is deliberately disabled.
15.5 No cameras are installed inside guest accommodation.
15.6 Guests must not tamper with, obstruct, disconnect or damage security equipment.
15.7 Recordings are retained in accordance with the applicable Ring subscription, configured retention settings and Golden Octopus's data retention policy.
15.8 Recordings may be retained longer where reasonably necessary for security investigations, legal claims or regulatory obligations.
15.9 CCTV and personal data will be handled in accordance with applicable UK data protection law and the Golden Octopus Privacy Policy.
16. Property Access and Maintenance
16.1 Golden Octopus and its authorised representatives may access the property during a stay where reasonably necessary for essential maintenance, urgent repairs, safety inspections or emergencies.
16.2 Reasonable advance notice will be provided for non-emergency access wherever practicable.
16.3 Immediate access may be necessary where there is a serious risk to people or property.
16.4 All access will be limited to what is reasonably necessary, with appropriate respect for guest privacy.
17. Keys, Locks and Security Devices
17.1 Guests must take reasonable care of keys, access codes, locks and security devices.
17.2 Lost keys, damaged locks and missing security devices must be reported promptly.
17.3 Guests may be responsible for reasonable replacement, repair or emergency locksmith costs where the loss or damage is attributable to them.
17.4 Normal wear and tear is excluded.
17.5 Access codes must not be shared with unauthorised persons.
18. Wi-Fi and Internet Use
18.1 Complimentary Wi-Fi may be provided for lawful personal and business use.
18.2 Guests must not use the internet connection for illegal downloading, distribution of unlawful material, cybercrime or other unlawful activities.
18.3 Golden Octopus may restrict internet access where there is reasonable evidence of serious misuse.
18.4 Internet speeds and uninterrupted connectivity cannot be guaranteed at all times.
18.5 Any material service failure will be handled fairly, taking account of the accommodation and services advertised.
19. Lost Property
19.1 Guests are responsible for taking reasonable care of their personal belongings.
19.2 Where lost belongings are recovered, Golden Octopus will normally retain them for up to eight weeks after departure.
19.3 Guests must contact Golden Octopus to arrange collection or return.
19.4 Reasonable postage, packaging and handling costs may be charged for returning items.
19.5 Unclaimed items may be donated or disposed of after eight weeks, subject to applicable law.
19.6 Valuable items will be handled with appropriate care.
20. Facilities Availability
20.1 Golden Octopus may temporarily restrict access to facilities where necessary for maintenance, repairs, hygiene or safety.
20.2 This may include hot tubs, saunas, EV chargers and other advertised amenities.
20.3 Guests will be informed as soon as reasonably practicable.
20.4 Reasonable efforts will be made to restore affected facilities promptly.
20.5 Where a significant advertised facility is unavailable, appropriate remedies, including a proportionate refund where justified, will be considered in accordance with applicable law.
21. Serious Breaches and Termination
21.1 Golden Octopus reserves the right to take proportionate action where guests seriously breach these Terms & Conditions.
21.2 Serious breaches include unauthorised parties, persistent excessive noise, illegal activities, threatening behaviour, deliberate property damage and serious safety violations.
21.3 Where appropriate, guests will be given an opportunity to resolve the issue.
21.4 Serious safety or security incidents may require immediate action, including lawful termination of the stay.
21.5 Any refund or additional charge will be assessed fairly, taking account of the circumstances, applicable law and actual losses.
21.6 Golden Octopus will not use unlawful eviction or other unlawful enforcement measures.
22. Complaints and Problem Resolution
22.1 Guests should report problems with the accommodation or facilities as soon as reasonably possible.
22.2 Golden Octopus will make reasonable efforts to investigate and resolve reported issues promptly.
22.3 Guests should allow reasonable access where necessary to inspect or rectify problems.
22.4 Complaints raised after departure will also be considered fairly.
22.5 Nothing in these Terms & Conditions limits guests' statutory consumer rights.
23. Events Beyond Our Control
23.1 Golden Octopus will not be responsible for delays or failures caused by events genuinely beyond its reasonable control, to the extent permitted by law.
23.2 Such events may include severe weather, flooding, widespread utility outages, natural disasters, government restrictions or other exceptional circumstances.
23.3 Where these events materially affect a booking, Golden Octopus will communicate promptly and consider appropriate alternatives, refunds or remedies in accordance with applicable law.
23.4 This clause does not exclude liability where doing so would be unlawful or unfair.
24. Travel Insurance
24.1 Guests are strongly encouraged to obtain suitable travel insurance.
24.2 Insurance may provide protection against cancellation, illness, travel disruption, personal belongings and other unforeseen circumstances.
24.3 Travel insurance is optional and does not affect guests' statutory rights.
25. Liability and Personal Safety
25.1 Guests must take reasonable care of themselves, their belongings and other members of their booking party.
25.2 Facilities must be used safely and in accordance with the instructions provided.
25.3 Golden Octopus will not be responsible for losses caused solely by a guest's own negligence or misuse of facilities.
25.4 Nothing in these Terms & Conditions excludes or restricts liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or any other liability that cannot lawfully be excluded.
25.5 Guests retain all applicable statutory consumer rights.
26. Corporate and Extended-Stay Bookings
26.1 Golden Octopus may offer separately negotiated arrangements for corporate and extended-stay bookings.
26.2 These may include alternative rates, payment schedules, cancellation conditions and occupancy arrangements.
26.3 Any variations must be agreed in writing before the booking is confirmed.
26.4 Agreed corporate terms take precedence over conflicting standard booking provisions to the extent expressly agreed.
26.5 Property safety, security, legal occupancy limits and applicable legal requirements remain in force.
27. Third-Party Booking Platforms
27.1 Bookings made through Airbnb, Booking.com, Vrbo or other third-party platforms may be subject to the relevant platform's payment, cancellation and dispute-resolution policies.
27.2 Where platform rules conflict with these Terms & Conditions, the applicable platform rules will take precedence to the extent required by the platform agreement or applicable law.
27.3 Golden Octopus's lawful property rules, safety requirements and guest conduct expectations continue to apply where properly disclosed and permitted by the platform.
27.4 Any security deposit or verification requirements will be administered in accordance with the relevant platform's rules and applicable law.
28. Privacy and Personal Data
28.1 Golden Octopus processes personal information for legitimate booking, accommodation, security and administrative purposes.
28.2 This may include booking details, contact information, identity verification records, payment-related information and external CCTV recordings.
28.3 Personal information will be processed in accordance with applicable UK data protection legislation.
28.4 Further information is available in the Golden Octopus Privacy Policy published on our website.
29. Governing Law and Jurisdiction
29.1 These Terms & Conditions are governed by the laws of England and Wales.
29.2 Disputes will be subject to the jurisdiction of the courts of England and Wales, without restricting any mandatory consumer protections or legal rights that may apply.
30. General Provisions
30.1 If any provision of these Terms & Conditions is found to be invalid or unenforceable, the remaining provisions will continue to apply where legally permissible.
30.2 Any changes to a confirmed booking agreement must be agreed in writing, except where a change is otherwise permitted by law.
30.3 Golden Octopus may update these Terms & Conditions from time to time. Changes will not retrospectively remove contractual rights from existing confirmed bookings.
30.4 Guests should review the Terms & Conditions applicable at the time of booking.
Golden Octopus
Luxury Group Accommodation in Cumbria
Website: www.goldenoctopus.co.uk
Telephone: +44 7795 043991
Operated by The Fells Retreat Ltd and Europa Properties Ltd, according to the property booked.