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Scottish Borders, United Kingdom

Last cache: 00:46:56, Tuesday 20 October 2020

Roulotte Retreat

Not suitable for children

Not suitable for pets

A red-gold dash of the Orient in a Scottish meadow - with its own eco hot tub!


Your hosts Avril & Alan have been on an amazing journey through the world of traditional French gypsy caravans, eventually bringing seven beautiful wagons back to their wildflower meadow near Melrose. This vibrant roulotte arrived in spring 2013 from an artisan workshop in France, made to a traditional design using hand-carving techniques. Shades of red and gold create a beautiful palette throughout the salon, complete with oriental daybed, through to the boudoir with double bed, kitchen area and quirky shower, washroom and toilet, with porthole-style windows! 

The eco hot tub (exclusively for Zenaya's guests!) is available to hire through Avril before you arrive, and adds a real dash of luxury, though there are plenty more roulottes to choose from if it's not your thing. There’s a deck outside for alfresco dining too, perfect for an aperitif, and the Studio provides a gathering place where you may meet like-minded guests. Roulotte Retreat is on the edge of a village (though a bit far to walk), you can pop to Melrose for dinner, and the seven roulottes are dotted around one central lochan. Once inside Zenaya, though, its Eastern calm will make you feel miles away...

*Bookings at Zenaya will have an additional hot tub fee, payable to the owner. If you don't wish to use the hot tub for your whole stay, please choose another roulotte. See 'Essentials' for more details*


The important stuff

  • Check in: 4 - 6pm. Check in after 8pm, £15. After 10pm, £20 (cost per roulotte and payable direct to the owners)
  • Check out: 10:30am
  • Zenaya is not suitable for children
  • Bring wellies for paddling in the lochan and stream and slippers for the roulottes
  • Wifi is available from the Studio deck 
  • There is an outdoor eco hot tub available for the exclusive use of Zenaya guests (robes provided). If you are not going to use the hot tub for the whole duration of your stay, please choose another roulette. There is an extra charge, payable direct to the owners:
    • £85 for 2 days
    • £100 for 3 days
    • £115 for 4 days (please enquire with owners for prices for longer stays)
  • 1950's wooden studio with covered deck amidst Scots pine trees available for hire – great for get togethers, celebrations and boutique weddings.
  • Sleeping arrangements
  • 1 double


  • Baby Belling electric cooker
  • Small fridge with small freezer compartment
  • Kettle
  • Toaster
  • Cafetière 
  • Full crockery and cutlery for two
  • BBQ firepit


  • Private shower, toilet and washroom facilities

Heating, lighting & bedding

  • All bedlinen and towels are provided
  • Woodburner & electric radiator (eco fuel provided)
  • Electric sockets


  • Private eco hot tub
  • A good selection of books
  • Board games and deck of cards
  • Radio
  • Petanque
  • Wifi available from the Studio deck

Getting there

Roulotte Retreat, Bowden Mill House, Melrose TD6 OSU

Front door: ///jacuzzi.airbrush.rocked

By car

(We would appreciate it if you didn't use sat nav when you get close to Roulotte Retreat as most sat navs tend to send everyone to our neighbours, thank you).

Roulotte Retreat is just off the A699 which is near the A68 from Newtown St Boswells or St Boswells and A7 which runs through Hawick, Selkirk or Galashiels. If coming from the north, come off the A68 at Newtown St Boswells, follow the road for Bowden, next to the Borders Regional Council Offices. In the village of Bowden, just before the village green look out for a sign on the left, marked 'Bowden Kirk'. Follow this road down the hill and just before the bridge, turn right up our drive. There are a few big rocks at the bottom of our drive next to the wooden fence. There is a sign, saying 'Private Drive, No Turning'. Come up the drive and half-way up, just before the stable block and follow the sign to our car park. Ring us on any of the numbers and we shall come and find you.

Alternatively, if you are coming from the south coming from either A68 at St Boswells or from Selkirk on the A7 and are on A699 then come off at the sign for Bowden Kirk which is just opposite a white house. Turn up into this road, past Bowden Kirk and follow the road down over the bridge and then turn left up our drive. Halfway up the drive turn right up into our car park.

By public transport 

Buses run from Edinburgh, Carlisle and Newcastle to nearby St Boswells, Newtown St Boswells or Galashiels. The bus companies are Perrymans or First Buses, details on our website. You can then reach us by short taxi ride which should be booked in advance, just ask us for details.

The nearest train stations are at Edinburgh and Berwick upon Tweed.

By air

The nearest airports are Edinburgh, Glasgow and Newcastle.

Food & Drink

 At Roulotte Retreat

The following can be arranged directly with Avril and Alan:

  • Breakfast hampers (meat, vegetarian or vegan)
  • Champagne on ice, decorated Roulotte Retreat style

As a group visiting Roulotte Retreat you may wish to organise food for a special occasion. Ask Avril and Alan about excellent local caterers.

Pubs & restaurants

Marmions, Melrose (4 miles). A relaxed, laid-back bistro atmosphere with delicious food from many cultures, including Turkish-inspired dishes.

The Town House, Melrose (4 miles). A contemporary restaurant with first class food and beautiful décor.

Burts, Melrose (4 miles). Great bar suppers and restaurant.

Montecassino, Melrose (4 miles). Italian pizzas and much more, good family atmosphere.

Seasons, Gattonside (5.5 miles). Wonderful food in a relaxed inviting atmosphere – superb desserts.

The Buccleuch, St. Boswells (3 miles). Bar suppers both inside and in the delightful garden.

Main Street Trading Gallery, St. Boswells (3 miles). Bookstore and café with delicious cake and coffee.

The Denholm Meet, Denholm (10 miles). A fabulous bistro, well worth the drive, with Aladdin’s Cave style antique shop upstairs and monthly music nights.

The County Hotel, Selkirk (6.5 miles). Great coffee shop, bar food and excellent restaurant with exquisite décor.

The Flat Cat, Lauder (13 miles). Great café and art gallery featuring local artists, do leave room for the cakes! Furniture by Tim Stead.

The Jammy Coo, Lilliesleaf (10 miles). Café and art gallery with friendly atmosphere in a small local village.

Oscars, Kelso (12.5 miles). Excellent food in this Borders market town, open evenings – try the excellent fajitas, veggie and non-veg.

Damascus Drum, Hawick (13.5 miles). Excellent food from afar in a delightful bookshop atmosphere.

Beanscene, Hawick (13.5 miles). Café with music, cinema and events, overlooking the river.

The Glen Cafe, St. Mary’s Loch, Yarrow Valley (23.5 miles). After the wonderful views on the way up the valley and a walk by the lochs it is so refreshing to visit The Glen with its bistro-type atmosphere, all the Sunday papers and free internet.


At Roulotte Retreat

Lazying out on the jetty & wild swimming in the lochan


Yoga - stretch the body, discover the power of the breath and calm the mind with Yoga, in one-to-one sessions or small groups.

Massage – indulge yourself and let the tension melt away with a full menu of massage therapies.

Beauty treatments - treat yourself to some beauty treatments for an extra bit of pampering.

Personal training – work out with a personal trainer, either one-to-one or in small groups.

Roulotte Retreat often offer themed breaks, such as yoga, art, creative writing, fitness, the art of massage, active sport – ask Avril & Allan for more details.

Outdoor and active

St. Cuthbert’s Way long-distance footpath meanders nearby and woodlands, streams, waterfalls and hills complete the surrounding beautiful landscape.

The River Tweed flows nearby, in fact the very burn which runs through the meadow flows into this famous salmon fishing river, which meanders through the local countryside en route to the sea at Berwick upon Tweed.

The beautiful valleys of Yarrow and Ettrick fan out from Selkirk and onwards up towards Moffat and Eskdalemuir where the famous Tibetan Monastery of Samye Ling is situated. Another neighbouring valley moves towards Peebles and its mountain biking terrain. There's also horse-riding and canoeing, plus many other outdoor options nearby.

Places to visit

Melrose, home of Rugby Sevens and the Borders Book Festival - 3 miles away.

Plenty of events held in the Scottish Borders throughout the year as well as excellent restaurants, swimming pools, cinema and theatres.

Meet your hosts

a happy chicken

Avril and Alan are the inspiration and driving force behind Roulotte Retreat; their warm personalities and zest for life touch everyone who visits and from the vibrant colours of the roulottes through to the meadow with its wonderful wildlife, every aspect of Roulotte Retreat reflects their beliefs, values and interests. Even the chickens look happy…

In March 2008 the idea emerged of a romantic retreat in their meadow. A place where guests could restore, recharge, rejuvenate, just by being there, surrounded by nature. The first caravan to arrive was the traditional bowtop. They then discovered roulottes. In September 2008, Avril and Alan travelled to France to meet the artisans who would go on to create their dream of wooden Romany style caravans, or roulottes, as they are known in France.

Avril and Alan didn't just want roulottes, they wanted to work with highly skilled craftsman recognised for their beautiful carving and work, who could create designs unique to Roulotte Retreat inspired by Avril and Alan's ideas. This search has taken them to France as well as Holland and some of the next roulottes are currently being built in both countries. Made of oak, ash, chestnut, pine and wild cherry, each French roulotte takes two carpenters six months to complete. Quality furniture has been lovingly sourced over the last couple of years and exotic fabrics have been hand finished into the finest drapes to adorn the walls, perfecting the roulottes' unusual, quirky interiors.

Roulotte Retreat opened in August 2010 with the first two roulottes, Devanna and Karlotta, both from France. In 2011 four more roulottes from France and Holland arrived and settled in the meadow. Each roulotte has its own personality and unique style inviting guests to book according to their mood and taste…

Roulotte history

roulotte carving

There is much discussion about this but it is generally agreed that Gypsies are an Indian people who left the subcontinent in the 10th century for Persia. From there, the exodus continued to Armenia, Syria, the future Iraq, Byzantine Greece, the Balkans, Western Europe, and North America. Long past World War II, roulottes remained a way of life for European Gypsies.

Initially these groups left on foot, carrying their heavy loads, but later acquired donkeys to transport their belongings. The more affluent would buy wagons which were drawn by oxen and these would be covered by a felt cover – the original Gypsy caravan, or ‘living wagon’. At the beginning of the 19th century the first wooden carts were used as houses and by the end of the 19th century wooden Gypsy caravans replaced the wicker wagon predecessors and so became real homes on wheels with a door, windows, shutters and a chimney.

Like little wooden homes on wheels, roulottes have captured the imagination of all those who have seen them roll along the lanes and villages of France. Now they are being rescued, restored and new designs based on the originals are being created to bring them back to life again, representing the spirit of the proud nomadic people who lived in them.

In 1888 van Gogh painted Encampment of Gypsies with Caravans, in the area of Arles. ‘Madeline and the Gypsies’,written by Bemelman in 1959, is the story of the famous schoolgirl Madeline and Pepito and their adventure where they join the circus and tour France in a roulotte. The great Gypsy guitarist Django Reinhardt is also connected with the roulotte as are the Gypsy Kings, who come from Gypsy communities in Arles and Montpellier.

Environmental policy

the lochan

Avril and Alan are committed to being as environmentally friendly as possible and urge guests to be so too. In the meadow they have planted native trees and hedging to encourage wildlife, flowers and berries and increase biodiversity. The wildlife pond is lined naturally with clay and filtered by reeds so it is clean, fresh water supporting an abundance of aquatic life and plants.

The roulottes are made from locally sourced timber from near where they are made in France and Holland. Although being imported from France and Holland, they made a decision to buy them from the local artisans who have been carrying on this ancient craft and creating unique roulottes. They have used a local haulage company in the Scottish Borders who already travel over to France and Holland and so were able to transport the roulottes on their return journey. The roulottes and cottage are painted with eco-friendly paint and use natural materials whenever possible. The roulottes are equipped with many energy-efficient appliances including eco kettles and toasters. Solar lighting and minimal low level lighting only is used throughout the site to avoid light pollution in such a natural environment, which is excellent for star-gazing. All loos are low flush and 'water pebbles' are used in the showers to reduce water usage. The firepit and campfires are supplied with wood from local woodlands and water butts collect rainwater which helps to water the plants or clean wellies. Herbs are grown in the meadow and the meandering chickens can supply free range eggs. No cars are allowed in the meadow to preserve the natural integrity of the landscape. Guests are asked to arrive in one car only and they have space allocated in a natural car park sheltered by trees.



Avril and Alan have enhanced the beauty of the local landscape by planting more native trees, shrubs and wildflowers providing a natural environment where both holiday guests and the resident wildlife can happily co-exist in harmony with each other. Roulotte Retreat is situated in a beautiful three-acre meadow set below the Eildon Hills (as legend goes, home to the sleeping King Arthur and his Knights as well as the Queen of the Fairies and her Queendom who led Thomas the Rhymer astray all those years ago). The West Burn runs through the field offering delightful pools en route to its junction with the Bowden Burn and onwards to the River Tweed and the sea. In the middle of the meadow is a lochan complete with jetty and small shingle beach. The meadow landscape reflects that of the surrounding countryside with mounds of broom, gorse, hawthorn and wild rose. Wildlife abounds in and around the meadow – at night you can hear the hooting of owls, in the early morning you may catch a glimpse of the elusive deer. A family of badgers are known to come out and play at the end of the drive when they think no one is looking. Great bird-watching is right on your doorstep with nuthatches, yellowhammers, goldfinches, goldcrests, tree-creepers, long-tailed tits, woodpeckers, blue tits, sparrowhawks, swallows and kites amongst others. Herons arrive for a snack from the burn in the meadow and pheasants stroll in to share food with the chickens and geese. Voles, moles, fieldmice, rabbits, hares and foxes share the fields and hedgerows.

  • Overview

Our guests say...

A cosy and relaxing 2 night stay - hosts were welcoming and friedly.



Wonderful 2 night stay in Zenaya. Traditional and cosy. Wood burner, hot tub and the comfiest bed I’ve stayed in for a long time. It was nice to get away from it all and reconnect with each other and nature. Star gazing in the evening with a glass of bubbles in the hot tub was a real highlight.



Our stay was perfect couldn't ask for better weather relaxing in the hottub on a night stargazing .Avril and Alan are the perfect hosts explaining how everything works .Will definitely be rebooking in the future.



Awesome couple of nights in a lovely place.



A secluded, romantic retreat with fantastic walks nearby. Climbing the Eildon Hills is a must followed by a well deserved spot of star gazing in the private hot tub.



Awesome quirky place to spend a weekend in, lovely hosts and great location for exploring some of the borders countryside.



We had a fabulous stay for our mini moon. We were delighted with the quirkiness of the accommodation, the welcome we got from Avril and Alan was great and we absolutely loved the eco tub!



We went to Zenaya for 4 nights, to relax and unwind after a very hectic and stressful time. Right from the moment we arrived we fell in love with the place. Avril and Alan were extremely welcoming and went out of their way to make sure we were comfortable, and explained how everything worked. We were particularly impressed by Avril and Alan's commitment to sustaining an ecological environment at the Retreat, everything is as natural as possible. We will definitely be returning to the Retreat as soon as our busy schedules allow, and for longer next time!



Was booked as a last minute get away. We had a relaxing 2 nights in the zenya with hot tub, really enjoyed the peace and quite of the location



Stayed for 2 nights at roulette retreat, Melrose. A quirky little boutique caravan sight. Our caravan, zenaya was the best! Our own private hot tub out back and we loved the cosy caravan! Had all the amenities needed, excellent place! We really loved just getting away the two of us and spending proper quality time! Had such an amazing 2 nights just wish it could of been longer! Can't rave about this place enough, recommended it to all our friends who were really jealous once they saw all our pictures! Just such a lovely weekend away, wish we could do it all again! Thank you so much



"We both felt so welcomed on arrival and once we were shown to our roulotte we fell in love with it. Amazing weekend altogether"



"We certainly did enjoy our stay! We were made to feel right at home from the offset, Alan and Avril made us so welcome.. it was clear that they have put their hearts into the Retreat and want to share as much of the experience as possible with their guests. It was so easy to snuggle in and make ourselves at home. Such a beautiful place with no detail spared.

The breakfast was fab, all fresh produce - hand wrapped bacon, haggis and a selection of sausages straight from the butchers! What a treat, and such fun to make ourselves, there was enough for seconds and for the following day.. We've already booked up to experience the foraging workshop in September, can't wait!  A simply perfect mini moon - we'll never forget it.

The best thing was that it felt like home. We would walk around the lochan in out flipflops early morning with a cup of tea and feel like we had the place to ourselves. The surroundings are so peaceful.. although there was a sneezing sheep believe it or not! The sunsets in the eco hut tub were like something out of a movie. Avril and Alan had it all set up when we arrived, they even brought us flowers and champagne!! what more could newlyweds ask for?! I can honestly say there was nothing we would have changed."



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  • Roulotte for 2

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Not suitable for children

Not suitable for babies

Not suitable for pets

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Additional information

Please note this does not include the hot tub charge. 

We'll ask you for your details and secure payment on the next step. Terms & Conditions

25% deposit available at payment

*You can choose to pay a deposit of 25% at check out as you’ve selected a check in date that’s more than 10 weeks away.

Any questions?

0117 204 7830

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Booking Terms

Canopy & Stars low price promise
Book with us in confidence knowing you won’t find that place cheaper elsewhere. All of the prices we display are set and matched by our Owners. (In this world of foreign currency, we do have to say 'subject to exchange rates' for some of our European places.)

What does ‘from price’ mean?
Our ‘from price’ is based on a four night stay in low season and designed to help you to compare different prices across our collection. Some of our Owners vary their nightly rates and check in days throughout the year, so it may differ from the rate quoted below the calendar. It is quite common (although by no means universal) for places to charge a little more in peak season or for shorter stays, to cover changeover costs. Consider booking longer stays during the cooler months if you’re looking for the lowest nightly rates.

Agency Terms & Conditions

Except where otherwise specified, we Sawday’s Canopy & Stars Ltd (Company No 09088366) of Merchants House, Wapping Road, Bristol, BS1 4RW act only as an Agent in respect of all bookings we take and/or make on your behalf. As an Agent we act as an intermediary between you and the owner (‘’Owner’’) of the holiday accommodation (‘’Property’’) you will be staying in. We help to arrange reservations and bookings between you and the Owner and take payments from you on behalf of the Owner.

We are only arranging a contract between you and the Owner for hire of the Property and for any other services or arrangement you purchase from the Owner (the “Booking”). This means the legal contract for the Booking is between you and the Owner despite the fact that a payment for the Booking has been made to the Agent. Your contract for the Booking is not with Sawday’s Canopy & Stars Ltd (Canopy & Stars).

Canopy & Stars is part of the Sawday’s Group of Companies, a majority employee owned business and a B Corp. We accept no liability in relation to any contract you enter into in relation to Bookings or for the acts or omissions of any supplier(s) or other person(s) or party(ies) connected with any Booking.

When making your Booking we will arrange for you to enter into a contract with the Owner, as detailed in clause 1.2 below. Your Booking is subject to these Agency Terms & Conditions and any other specific booking conditions of the relevant Owner(s) you contract with. The Owner’s booking conditions may limit and/or exclude the Owner’s liability to you.

You may decide to make more than one Booking at the same time. The price charged in total for more than one Booking will always equal the prices charged separately for each individual Booking. All Bookings are available to be purchased separately at the same price as they are when more than one Booking is made. This means that any multiple Bookings do not constitute a package as defined in the Package Travel, Package Holidays and Package Tours Regulations 1992.

By making a booking, you agree that: 

  • You have read these Agency Terms & Conditions and agree to be bound by them;
  • The lead name on the Booking will be the person responsible for the Booking and shall be responsible for paying the deposit and the full price, for making any amendment and cancellation requests and for the payment of any additional charges. The lead name accepts these Terms & Conditions on behalf of all persons in the Booking; 
  • You consent to our use of your information in accordance with our Privacy Policy


  • You are over 18 years of age and where there may be age restrictions in place, you declare that you and all members of your party are of the appropriate age 

The Canopy & Stars online booking system enables Guests to make Bookings 24 hours a day. To confirm your booking, you must pay a 25% deposit (or full payment if booking within 10 weeks of your check in date) and the entire Booking will be subject to the cancellation policy as outlined in clause 2.4.2 below. The Canopy & Stars telephone booking line is open Monday to Friday 9am to 6pm. When using the online enquiry form, for those Properties without online booking, please allow 24 working hours for us to contact you by telephone to confirm the Booking. If we are unable to reach you by phone we will attempt to contact you by email. We will contact you during Canopy & Stars working hours (Monday to Friday 9am to 6pm). Online or email enquiries will be dealt with in the order they are received, but please be aware that we cannot guarantee reservation of your selected dates until the receipt of suitable payment. Therefore, if possible, we do recommend that you book on the Canopy & Stars website using the online booking system.

1. Booking and payments

1.1 In order to confirm your chosen Booking, you must pay a non-refundable deposit as required by the Owner of the Booking in question (or full payment if booking within 10 weeks of the date of your check-in). The deposit is non-refundable as it covers costs incurred and services provided to enable your Booking. These include, but are not limited to, marketing and PR, property inspection fees, Owner management, booking management, credit card fees and customer service.

1.2 Your Booking is confirmed and a contract between you and the Owner will exist when we receive payment of the deposit and send you a booking confirmation on the Owner’s behalf. This Booking confirmation will normally be sent out within 24 hours in the case of email and seven working days in the case of post and will contain the details of your Booking and of payments made and due. If you have not received your Booking confirmation within the specified time, please notify us as soon as possible by email ( Please check your confirmation carefully and report any incorrect or incomplete information to us immediately. As we act only as booking Agent, we have no responsibility for any errors in any documentation except where an error is made by us.

1.3 Once a deposit has been paid, the full balance payment will be due 10 weeks in advance of your check in. A reminder to pay your balance will be sent to you one week prior to this 10 week date, where applicable, by email. We automatically take the balance payment using the same card as used to make the deposit payment. It is your responsibility to advise us if we should use a different card and to contact us by telephone (0117 204 7830) to arrange for alternative payment method. If the automated balance payment does not successfully go through as there is a problem with your card, such as it expiring, then we will contact you to try and take alternative payment. If you do not make any payment due to Canopy & Stars by the due date for payment and at the latest within 5 days of this date, then with regret, we will notify the Owner who may cancel your Booking and terminate their contract with you. In these circumstances, your rights to a refund are set out in clause 2.4.2. Please note that if you have paid in a currency that is different to the original pricing, we will not be able to guarantee the same conversion rate that was used to convert the deposit payment.

1.4 Except where otherwise advised or stated in the booking conditions of the Owner concerned, all monies you pay to us for a Booking will be held on behalf of the Owner(s) concerned.

1.5 Credit Card payments are processed via Elavon who provide merchants services facilities to Sawday’s Canopy & Stars Ltd.

2. Cancellation and Amendment by You

2.1 If you have to, or want to, cancel or amend your Booking this request must be sent to us by email ( and will be considered and responded to within one working day of receipt. You are also advised to confirm all changes to our Guest Experience Team by calling 0117 204 7830. Please ensure that you have received written confirmation of any changes to your Booking prior to travel. Whilst we will always try to help, we cannot guarantee that such requests will be met.

2.2 Any amendments to your Booking or cancellations made by you, at any time, may incur a £50 administration fee in addition to us retaining the non-refundable deposit as per clause 2.4.2. This represents the administration costs incurred by us on behalf of the Owner to deal with such requests.

2.3 Amendments and cancellations can only be accepted in accordance with the booking conditions of the Owner of your Booking. The Owner may charge the cancellation or amendment charges shown in their booking conditions (which may be as much as 100% of the cost of the Booking and will normally increase closer to the date of departure). The Owner may charge cancellation or amendment charges in accordance with its own booking conditions, however for the sake of convenience only, we have outlined the Owner’s charges at clause 2.4 and 2.5 below. Please note that these are the Owner’s own cancellation and amendments charges, not Canopy & Stars’, and therefore the Owner may vary their charges as they wish, without notice to us. The correct charges will be notified to you at the time of your cancellation or amendments. In the event of a cancellation your right to a refund is as per clause 2.4.2 below.

2.4 Owner’s General Cancellation Charges:

2.4.1 Cancellation by you at any time will result in your deposit being forfeited, as all deposits are non-refundable. Where a Booking has been taken with a deposit which is less than our standard deposit (25% of the total Booking Fee), the Guest will, upon cancellation, be liable to pay the difference between the reduced deposit and our standard deposit.

2.4.2 In the event of cancellation within 10 weeks of check in the total cost of the accommodation including the deposit is non-refundable. In some circumstances it may be possible to swap the stay to another date as per clause 2.5.5 below. Cancellation should always be in writing to The deposit is always non-refundable as it covers costs incurred and services provided to enable your Booking. These include, but are not limited to, marketing and PR, property inspection fees, Owner management, booking management, credit card fees and customer service.

2.4.3 Cancellation of any holiday after it has been paid in full and at a date 10 weeks or more in advance of your check in date, will result in forfeiture of your deposit (or an amount equivalent where one was not paid as the holiday was paid in full) and the balance being returned to you. Refunds will be processed in the currency of the booking. Where this is different to the currency of the payment card, this will be converted at the current exchange rate on the day of the refund.

2.4.4 If extreme weather prevents you from reaching your holiday, taking or finishing your holiday, you are still subject to these cancellation terms as outlined in clause 2.4.2 above. We strongly recommend that you take out a travel insurance policy which covers this eventuality. In the event of the property becoming unavailable (such as due to fire or flooding), Canopy & Stars will endeavour to provide the Guest with suitable alternative accommodation, starting with any other accommodation that may be available with the same Owner of your Booking, or will refund all monies paid, or a proportion in the case of curtailment. The Agency cannot, however, pay any compensation or expenses as a consequence of such an event.

2.4.5 Cancellation insurance is available but will be a third party arrangement and not involve Canopy & Stars or the Owner in any way. You are strongly recommended to take out personal travel insurance for all members of your party for your holiday including holidays in the UK. It is your responsibility to ensure that the insurance cover is adequate for your needs, including cancellation and curtailment. 2.4.6 If you fail to check-in on your date of arrival your Booking will be cancelled and no refund will be due.

2.5 Owner’s General Amendment Charges:

2.5.1 Amendments to your Booking can only be made more than 10 weeks prior to the check in date, after which time amendments may be treated as cancellation and our refund policy as detailed in clause 2.4.2 above may apply. All amendments are subject to availability and may incur a fee which is at the Owner’s discretion (and is in addition to the Agency amendment fee as detailed in clause 2.2). Generally Owners will charge cancellation and amendment charges, the exact charges will be notified to you by the Owner at the time of cancellation and/or can be found in the Owner’s own booking conditions which are available from the Owner on request.

2.5.2 Differences in the total amount payable resulting from amendments to your Bookings will be refunded to you in the case of a decrease in price and paid by you in the case of increases in price.

2.5.3 In the event that a refund is issued it will be in the same form and ratio as the original payment was made. Therefore, if a Gift Voucher was used to purchase the original stay, the refund will be back onto a new Gift Voucher at the same amount as originally used.

2.5.4 In the event that a date swap is offered, this will normally be agreed with a set timeframe to rebook and sometimes a credit against a future stay will be offered via a Gift Voucher. Unless agreed otherwise, this Gift Voucher will only be redeemable with the same Owner as per the original Booking and Agency Booking Terms and Conditions would apply.

2.5.5 If a date swap is offered then normal Agency Booking Terms and Conditions would apply on the new date and Booking.

3. Changes and Cancellations by the Owner

We will inform you as soon as reasonably possible if the Owner needs to make a significant change to your confirmed Booking or to cancel your Booking. We will also liaise between you and the Owner to try and organise an alternative Booking offered by the Owner, or a refund but we will have no further liability to you.

4. Cancellations due to events outside of Owner’s control

An Owner may have to cancel a booking due to events outside of their reasonable control (see clause 20). In such circumstances, we will liaise between you and the Owner to try and organise an any alternative Booking offered by the Owner, or a refund but we will have no further liability to you.

5. Complaints

Because the contract for your Booking is between you and the Owner, any queries or concerns should be addressed to them. We always aim to provide the best possible holiday experience, however, in the event that you have any complaint or problems during your stay, please immediately notify the Owner as during the stay itself, so that the Owner has the opportunity to resolve the given problem at the time. Please also let us know of the problem as soon as possible by emailing so we are aware too and can support you and the Owner with resolving anything. If you do not follow this procedure there will be less opportunity for the Owner to investigate and resolve your complaint and so make your stay as enjoyable as possible. Delays may also mean that amount of compensation you may be entitled to may be reduced or negated. Whether or not your complaint is dealt with satisfactorily, please also contact us as we appreciate all feedback. It is important to us and the Owner to know that you’ve enjoyed your stay or if anything could have been improved.

6. Pricing

6.1 Canopy & Stars reserve the right to amend advertised prices at any time on behalf of the Owner. We also reserve the right to correct errors in both advertised and confirmed prices. Special note: changes and errors sometimes occur.

6.2 Rates are set per place in the currency specified by the Owner. Where this has been converted into the currency of your preference, until the payment stage this will be an estimation only, based on a recent exchange rate. The original rate will be displayed before you confirm your payment and you will be given the option of paying in your own currency at our guaranteed rate, or paying in your own currency and leaving the conversion and any associated fees to your card provider.

7. Information & Accuracy

The information and prices shown on this website are varied from time to time and may change between the time you first view a property and make a Booking. You should check that all the details are as you expect prior to making a Booking. It is always possible that, despite our best efforts, some of the properties (including the features and extras available) may be incorrectly described and/or priced. If we discover this is the case after you have made a Booking, we reserve the right to contact you with details of the correct information and/or pricing and will give you the option to:

(1) proceed with the Booking based on the correct information and/or pricing, which may require the payment of an additional amount by you;


(2) subject to availability, change your booking dates to dates when the pricing can be honoured and so no additional charge to you. In the event that a lower price can be offered for alternative dates then the difference would be refunded;


(3) cancel the Booking. If we do not receive your instructions within 5 days of contacting you, we reserve the right to cancel your Booking without liability to you.

8. Our Responsibility for your Booking

Your contract is with the Owner and its booking conditions apply. As Agent, we accept no responsibility for the actual provision of the Booking. Our responsibilities are limited to making the Booking in accordance with your instructions and acting properly in accordance with our legal duties as an Agent. We accept no responsibility for any information about the Booking that we pass on to you in good faith. However, in the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to twice the cost of your Booking (or the appropriate proportion of this if not everyone on the Booking is affected). We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence or that of any of our employees whilst acting in the course of their employment.

9. Pets

9.1 Not all properties accept pets. If you wish to take your pet on holiday, please advise us before booking and we can check whether pets are accepted at the property. You must obtain the prior consent of the Owner before taking any pets to the property. If you take a pet to a place that doesn’t allow pets, or you exceed the number of pets allowed at a place, the Owner has the right to refuse you to stay at the Property, and/or they may ask you to leave the Property before the end of the holiday period. Please note that this would be without the right to any refund.

9.2 A nightly charge may be made by the Owner for each pet and additional terms may apply, you will be notified of this at point of Booking. Please check these terms carefully before booking and arriving.

9.3 Please do not leave your pets alone or unsupervised in the property at any time during your stay. For the safety and comfort of your pet we request that Owners exercise due diligence at all times, especially where the property is located near a road/livestock. Canopy & Stars nor the Owner can accept responsibility for the safety of your pet.

9.4 If any guest has an allergy to pets, please be aware that Owners (and we) cannot guarantee that a pet has not stayed in a particular Property. We and Owners cannot accept responsibility for any suffering which may occur as a result of such animals having been present in a Property.

9.5. We ask that all owners of pets keep their pet under control at all times and to be responsible for ensuring that they do not damage the Property during the stay. You will be liable for any damage caused by your pet. Any damage is to be reported to the Owner immediately. Any additional cleaning required, that may incur an additional charge, will be at the Owner's discretion.

10. VAT

Many of the Owners of properties in the Canopy & Stars portfolio are not registered for VAT in which case no tax is payable. Where VAT is payable, the tax is included in the advertised holiday rental price. If the rate of VAT changes between the date of the Booking and the date of the stay, Canopy & Stars will adjust the rate of VAT that you pay, unless you have already paid for the Booking in full before the change in the rate of VAT takes effect.

11. Visa, passport and health requirements

Unless you tell us otherwise, we assume that all members of your party are British citizens who hold or will hold full British passports valid for the entire duration of the Booking you chose to purchase. Information on visa, passport and health requirements, where given and applicable, is so given on this basis. Requirements may change and you are therefore strongly recommended to check the up to date position with the Owner of the Booking, Passport Office, appropriate embassy or consulate or your doctor as applicable in good time before the commencement of your holiday. Prior to international travel it is your responsibility to check whether it is safe to travel by visiting the FCO website

12. Insurance

You are strongly recommended to take out personal travel insurance for all members of your party for your holiday, including holidays in the UK. It is your responsibility to ensure that the insurance cover is adequate for your needs, including cancellation and curtailment. Please read your policy details carefully and take them with you on holiday.

13. Special requests

If you have any special requests (for example dietary requirements, allergy, cots or room location), please let us know at the time of booking. We will pass on all such requests to the Owner, but unfortunately, we can't guarantee that they will be met and we will have no liability to you if they are not.

14. Group Bookings

Not all Owners accept Bookings for a single sex group (for example, a stag or hen party). Guests wanting to make such a Booking should check with us beforehand to enable us to check whether the Owner is prepared to accept the Booking. We will then advise you accordingly. In event that an Owner does not accept this type of Booking then it is with regret, that the Booking may be cancelled, and cancellation fees may apply. It is the Guest’s responsibility to enquire with Canopy & Stars and/or check on our website beforehand to make sure that this type of Booking is permitted.

15. Maximum Numbers

Please note that except by prior arrangement confirmed in writing, only the number of persons specified on a booking confirmation may occupy a property. Most owners reserve the right to refuse admittance or revoke a Booking if this condition is not observed and you are unlikely to receive any refund.

16. Your Responsibilities

16.1 Please note that you have a contract with the Owner of the property. As such you are under a responsibility to behave in a proper, appropriate and legal manner whilst staying at the property with due respect to the Owner, the Property and other guests and their Property.

16.2 During the period of Covid-19 or any other pandemic it is also your responsibility to ensure that you are healthy and safe to travel and that you respect the safety of the Owner and any other guests by conforming to social distancing and other government guidelines relating to your stay.

16.3 You are responsible for informing the Owner of any losses or damage to the property as soon as possible. Please note that you will be liable to pay the Owner for any losses or damage to the property caused by you or a member of your party (except reasonable wear and tear). Some Owners will also require damage deposits.

16.4 You must also leave the property by the check-out time specified on your Booking. If any guest behaves inappropriately or improperly (of which the Owner will be the final judge on their Property), or illegally, the Owner reserves the right to ask the guest and their party (at their discretion) to leave the Property before the end of the holiday period and/or refuse any future bookings from you. Any refund for so doing will be at the entire discretion of the Owner.

16.5 The Owner reserves the right to sue the guest for any loss, damage or injury caused to the Owner, the Property or to other guests and/or their property. As Agent, we will have no liability to you in these circumstances.

16.6 The Owner only supplies the Property for domestic and private use. You agree not to use the Property for any commercial, business or re-sale purpose, and the Owner has no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity. If you do wish to use the Property for a commercial purpose, please contact Canopy & Stars.

17. Governing Law and Jurisdiction

These terms and conditions have been drafted in accordance with and are governed by English law and the courts of England and Wales have exclusive jurisdiction in relation to any and all disputes arising out of these Agency Terms & Conditions.

18. Discrepancies

In case of a discrepancy between these Agency Terms & Conditions and any other Canopy & Stars literature, these Agency Terms & Conditions shall prevail.

19. Validity clause

In the event that a court finds that a condition in these Agency Terms & Conditions is illegal or void, the illegal or void provision will be severed from the remainder of the Agency Terms & Conditions, which will continue to be valid and have full force and effect.

20. Events beyond an Owner or Agency’s control

If an Owner or Canopy & Stars is prevented or delayed from complying with any of their respective obligations under these Agency Terms & Conditions or a contract for a Booking due to events or circumstances beyond their reasonable control, the inability or delay in performing those obligations will not be treated as a breach of these Agency Terms & Conditions or a contract for a Booking. Examples of such events or circumstances include fire, flood and other acts of God, strikes, trade disputes, lock outs, restrictions of imports or exports, riot, accident, disruption to energy supplies, civil commotion, acts of terrorism or war, pandemic (including Covid-19), any national/local/regional government restrictions.