Find Your Perfect Stay
frequently asked questions about staying with us in the cotswolds water park
Over the past 25 years we been asked a wide range of questions from both new and experienced holiday home owners. We’ve pulled the most frequently asked ones together here, and hope that you find them useful. If you don’t find the answer to your specific question please just get in touch with our team, we are here to help.
Before you book
I want to book but am not sure of my dates, can I reserve them?
Yes we allow you to reserve your dates for a period of time for Free whilst you speak to other members of your party.
Once you have located a property that is available for your potential dates, just give us a call on 01285 861839 and we will reserve them for you at no cost.
Some companies allow you to book for just a nominal amount, say £25 - do you offer that?
Many of the deals you see advertised are subject to lots of small print whereby should you need to cancel the full deposit is payable not just the nominal amount you have paid.
We prefer to be more transparent and therefore ask for a larger deposit to secure your booking from the start.
We do however allow you to reserve your dates initially for Free whilst you decide, and then offer a clear, no hassle cancellation policy should you no longer be able to visit.
We are a large party, can I book more than 1 property?
Yes, many of our guests are staying to celebrate family birthdays and events and need more than one property.
In this instance please contact our team and they will be happy to help. They can work out the best properties for your group size and configuration as well as make sure they are next to each other rather than you have to spend lots of time searching for different properties.
Do you have properties that are suitable for people with restricted mobility?
Unfortunately the style of many of our properties means that the main living areas are on higher floors to take advantage of the views across the lakes.
We do have some properties with ground floor bedrooms and different levels of access.
If you have specific access requirements we recommend giving our team a call to discuss your needs and they can make recommendations on suitable properties.
What is your cancellation policy?
We pride ourselves in operating a fair and open cancellation policy as we know that sometimes plans change.
If you need to cancel your holiday with us, we will try to re-sell your dates.
If we are able to resell your dates, we will refund the amount you have paid minus a £25 administration fee.
Unfortunately however, if we are unable to re-sell your dates we cannot provide a refund.
Do you provide accommodation for Corporate Bookings
Yes many of the businesses based locally use our properties rather than hotels for visiting guests and staff members.
We also work with airlines and film and tv production companies that require short term accommodation in the area, as they find it more cost effective and flexible than hotel rooms.
Learn more about corporate bookings, or contact our team on 01285 861839 to discuss your requirements.
Do the properties have Wifi?
Yes, all of our properties have Wifi available at no extra cost.
Do you have any pet friendly properties?
Yes many of our holiday homes are pet friendly so that your entire family can visit. The area is wonderful for dogs with many fantastic walks and pet friendly pubs nearby.
You can see all of our Pet Friendly properties here.
Please note that there will be an additional charge payable for pets details of which can be located within each property description.
Will there be information on the local area in the property?
We understand that when planning your trip you want to know what activities and places to visit there are in the local area.
We have therefore created a digital Guest Guide which you can download at any time to find out lots of information about things to do, places to visit as well as some exclusive discounts and special offers we have arranged with local businesses.
You can access the Guide here and we will also provide a link within your confirmation email and information on how to access it will be included within the Property Welcome Folder as well as your Discount card to access the special offers.
I am not sure which of the lakes would suit me best, how can I find out more?
We have lots of information about each of the Cotswold Water Park itself and the various lakes within it on our website. Learn more about the lakes here.
Our team are also local and are happy to advise you on which area of the waterpark might suit your needs best. You can give them a call on 01285 861839.
What days can I check in / out?
Our standard check in / out days are Monday to Friday however we may be able to accommodate other requests subject to availability.
Please contact our team on 01285 861839 to discuss your requirements.
What is the nearest train station to the waterpark?
The nearest train station is:
Kemble Train Station
Windmill Hill,
Kemble
GL7 6AW
Is the area good for fishing?
The Cotswold Water Park offers extensive opportunities for anyone to go fishing whether expert or novice.
Many of the holiday cottage developments are based around lakes, fishing is generally available either from your doorstep or certainly not far away. There are also a number of specialist fishing lakes close by if you wish to challenge yourself more for which day tickets are available.
You can find out more about Fishing Holidays in the Cotswold Water Park.
What's included within the properties?
Kitchens are fully stocked with all of the equipment and utensils you’ll need for your stay so you don’t need to worry about bringing anything with you. However, we do not have sterilisers for baby equipment, so if you need them, please bring your own.
Bicycles are welcome at all of our locations and provide a great way of travelling around the area. Please feel free to bring your own, alternatively, we can arrange cycle hire for you. Please let us know your requirements when you make your booking.
What do I need to bring?
- Toiletries e.g. Shampoo
- Condiments e.g salt, pepper, cooking oil etc
- Kitchen Roll
- If you are hiring a cot, you will need to bring your own bedding
- If your property has a Coal BBQ, you will need to supply your own Coal and matches
What is included?
- 1 x toilet roll per bathroom, you will need to supply additional rolls
- Towels (extra towels are provided in properties with Spa access, bath robes are provided in properties with a hot tub)
- Washing up liquid
- Scourer scrub
- Dishwasher tablets
- Bath mats
- Linen
- Bin Bags
- J Cloth
- Oven cloth
- T-towels
- Hand soap
- A small supply of logs and kindling if your property has a log burner
- Gas bottles for properties with a gas BBQ
- Welcome platter sachets- inclusive of tea, coffee, sugar and milk together with a biscuit for each guest
- Tin Foil
Before you arrive
What times are check in / departure?
Check in and departure times do vary slightly depending on your property. We will provide confirmation to you in advance but generally Check-in is possible from 4pm on the day or your arrival and we ask that you depart your property by 10am on your final day.
You can access the area and use the facilities on site prior to check in or after your departure to make the most of your stay in the area.
If you require an earlier check in, please contact us to see if this is possible.
What do we need to bring with us?
Kitchens are fully stocked with all of the equipment and utensils you’ll need for your stay so you don’t need to worry about bringing anything with you. However, we do not have sterilisers for baby equipment, so if you need them, please bring your own.
Bicycles are welcome at all of our locations and provide a great way of travelling around the area. Please feel free to bring your own, alternatively, we can arrange cycle hire for you. Please let us know your requirements when you make your booking.
What do I need to bring?
- Toiletries e.g. Shampoo
- Condiments e.g salt, pepper, cooking oil etc
- Kitchen Roll
- If you are hiring a cot, you will need to bring your own bedding
- If your property has a Coal BBQ, you will need to supply your own Coal and matches
What is included?
- 1 x toilet roll per bathroom, you will need to supply additional rolls
- Towels (extra towels are provided in properties with Spa access, bath robes are provided in properties with a hot tub)
- Washing up liquid
- Scourer scrub
- Dishwasher tablets
- Bath mats
- Linen
- Bin Bags
- J Cloth
- Oven cloth
- T-towels
- Hand soap
- A small supply of logs and kindling if your property has a log burner
- Gas bottles for properties with a gas BBQ
- Welcome platter sachets- inclusive of tea, coffee, sugar and milk together with a biscuit for each guest
- Tin Foil
Can I get a supermarket delivery to the property?
Yes there are a range of supermarkets nearby that will deliver to our properties.
Your booking confirmation will have the full address of your property as well as any specific access arrangements for the development to use when you arrange the delivery.
When is my balance due?
Your booking confirmation will provide you with the specific date of when your balance will be payable.
Generally balance payments must be made at least 6 weeks prior to your arrival date.
Will I get instructions on how to find the property?
Yes in advance of your arrival date we will send full details of how to locate your property and any specific access requirements for the development.
You will also be provided with any parking permits you will need for your stay.
Will I need parking permits?
Yes on many of the developments you will require a parking permit.
These will be provided to you prior to your arrival date.
What happens on my arrival?
We will provide you with all relevant information in advance of your arrival date so that you can locate and access your holiday property.
You can also find information in our digital Guest Guide.
We meet all of our guests shortly after their arrival at the property to make sure that everything is in order and to answer any questions they might have.
Are there any specific requirements for using the Hot Tub or Spa?
If your property has a hot tub we will provide you with information about how to use it safely and any specific requirements in advance of your arrival. Information will also be available within the welcome folder which is located inside your property.
If your property provides you with Spa Access, information about using the Spa will be provided in advance of your arrival. Information, Spa passes and robes are provided within the property.
You may wish to book treatments in advance of your arrival to ensure you get the times you wish.
Treatments should be arranged directly with the Spa.
Whilst You're Here
What are the consequences of being so close to nature?
The Cotswold Water Park is a lakeside reserve with many varieties of wildlife actively encouraged and protected.
However, there are consequences of being so close to nature at times, one of which is that the exterior of some properties (despite a concerted and active maintenance regime) can sometimes be a little less than ‘pristine’. This usually takes the form of Willow flock (seed fluff from willow trees), spiders webs, ‘deposits’ from the many hundreds of nesting House Martins and other protected wildlife.
Mayflies, abound, and not just in May: they damselflies (and others) are an important source of food for birds, dragonflies, fish, and water beetles. They are important to the maintenance of the lakes through bioturbation, and their abundance is testimony to the purity of the water in the lakes.
Most of our guests happily accept this, whilst the odd few mistakenly see it as neglect, (which, hand on heart ….. it is not). Windows are cleaned every 6 weeks and house exteriors and decks are washed down at least twice a year, and more often when needed. Whilst we try our level best to keep things ‘ship shape’, we are the first to admit that external maintenance cannot be absolute, and nature can get the upper hand at times.
All we ask is for you to try to embrace the ethos for what it is… A holiday home complex embedded into a wonderful, natural habitat.
What is there to do in the area?
The Cotswold Water Park and surrounding area has a wide range of things to do and places to visit to suit everyone.
Our free digital guidebook can be downloaded at any time full of information about what to do as well as some exclusive discounts for Orion guests.
We also provide lots of additional information on our blog and finally, our team all live locally and love to share their own recommendations so feel free to give them a call.
Can I use the facilities on other holiday home developments?
Unfortunately, you can only use the facilities available on the holiday home development you are staying on. Spring Lake is however open to everyone although there is a charge for watersports and gym access.
What do I do if something unexpected happens?
Our team are based on site and available 24/7. If you have an emergency please contact us immediately, otherwise please get in touch during our normal office hours or even pop in to see us – our office is at Gateway Centre.
Can you recommend nearby restaurants?
The area has many great restaurants and local pubs to eat at, many of which are dog friendly.
You can find a full list of recommendations in our free Guest Guide which you can download from this link. Through this guide, you can discover how to find us, check-in instructions, local restaurants and cafes, special offers and more!
The link will also be sent as part of your confirmation email or there are further details on how to download the guide in the property welcome folder.
What if there is something missing or broken in the property when I arrive?
Our properties are equipped to a high standard and so we rarely find that something isn’t available for guests. If however, you feel something is missing please contact our team and we will provide assistance.
We undertake thorough pre-arrival checks to ensure that everything is in working order, but should you find something is broken on your arrival or if something gets broken during your stay please contact the team and they will come out to fix or replace the broken item.
After You Leave
When do I get my secuirity deposit back?
Following your departure, once we have heard from housekeeping that everything was left fine in the property, your refundable security deposit will be returned back to the card on which you made payment.
This may take 3-5 working days but we will notify you via email to let you know once this has been issued.
What happens if we have broken something during our stay?
We understand that no matter how careful people are, accidents can happen and things can get broken or damaged.
Please let us know as soon as possible about the broken item or damage. We will assess the position and let you know how it impacts on the return of your security deposit.
We have left something behind in the property, what do we do?
Please note that we cannot guarantee the return of any personal items you have left behind in the property. However. if you do discover that you have left something behind please get in touch with us as soon as possible after you leave and we will try to help.
Our housekeeping team complete a full search of the property during the post stay cleaning and any personal items left behind are advised to us. If we located the items you have left behind we will let you know and discuss arrangements for there return with you.
We have some feedback about the property, who should we contact?
You will receive a request for feedback from our customer service team 2 days after your stay has ended.
This will be sent to you by email and enable you to rate the property across a number of different categories and provide additional feedback.
Should you wish to provide feedback directly outside of this process then please feel free to call us on 01285 861839 or email contact@orionholidays.com and one of our team will be in touch.
We would like to book again, do you offer any discounts for returning visitors?
Yes many of our properties offer a discount for returning visitors, please contact our team on 01285 861839 and we can discuss this with you.
We really love the area and would like to buy our own holiday home. Can you help?
Yes in addition to our holiday property management business we have a sister company Orion Sales, an estate agency that specialises in Holiday Homes in the Cotwswold Water Park.
You can find out more at our Orion Sales website.
Interested to find out more?
Not sure where to stay on the Cotswold Water Park then download our Holiday Brochure which has lots of information about the different lakes, properties and activities on offer.