FAQ & Guest Information
Everything you need to know for a safe, comfortable and enjoyable stay at James Ville Marina.
If you have any questions or experience a problem during your stay, please contact us as soon as possible so that we have the opportunity to help.
Important – Please Report Any Problems on Arrival
If you notice any damage, missing items, faults or other problems with your lodge when you arrive, please report them to a member of staff immediately, or as soon as the issue is discovered.
Reporting a problem promptly gives us the opportunity to inspect it and, wherever possible, resolve it during your stay.
If an issue is not reported and we are not given a reasonable opportunity to investigate or rectify it while you are staying with us, this may be taken into account when considering any later request for a refund or compensation.
Please be aware that any refund or compensation considered may take into account reasonable costs already incurred in preparing and providing your stay, including housekeeping, laundry, cleaning, electricity and other associated costs.
Where a lodge includes a hot tub, this is provided free of charge for guests as part of the stay.
We want you to enjoy your time at James Ville Marina, so if there is anything you are unhappy with, please speak to a member of staff straight away. We will always do our best to resolve any genuine issue as quickly as possible.
Contact & Your Stay
How do I contact James Ville Marina during my stay?
If you need assistance during your stay, please contact management on:
For non-urgent enquiries, you can also text us or email:
Please include your booking name and lodge number when contacting us.
We will respond to messages and emails as soon as we can.
Are the lodges self-catering?
Yes. All James Ville Marina lodges are self-catering and have a fully equipped kitchen for preparing meals during your stay.
All lodges include an air fryer and washing machine, along with the usual kitchen and cooking facilities.
Individual lodge layouts and additional facilities vary, so please check your chosen lodge for full details.
Brigg also has a great selection of cafés, restaurants, pubs and takeaways if you fancy a break from cooking. See our Nearby Restaurants page for some local recommendations.
Is Wi-Fi available?
Wi-Fi router boxes are available on request.
The router requires a data mini SIM card, which is not supplied by James Ville Marina. These can be purchased from most retailers.
Where can I park?
One parking space is provided for each lodge in an allocated space marked with the lodge number.
If you are bringing additional vehicles, please let us know in advance so that we can arrange alternative parking where possible.
Vehicles and their contents are left at the owner’s risk. James Ville Marina cannot accept responsibility for loss or damage to vehicles or their contents.
How do I control the heating?
The heating can be adjusted using the thermostat located on the ground floor of your lodge, usually in the kitchen or living-room area.
When you leave at the end of your stay, please turn the heating off.
What happens if I lose a key?
Please contact management immediately if you lose a key during your stay.
A £10 charge applies for a replacement key.
What should I do before check-out?
Check-out is at 10:00 AM.
Before leaving, please:
- Turn off all electrical appliances.
- Turn the heating off.
- Check that you have not left any personal belongings behind.
- Complete the review and feedback form provided in your lodge and leave it for our team.
Your feedback is really important to us and helps us continue improving the experience for future guests.
Lodge Rules
What can I flush down the toilet?
Only toilet paper should be flushed down the toilet.
All other items, including products labelled as “flushable”, must be placed in the bin.
Thank you for helping us protect the lodge plumbing system.
Is smoking or vaping allowed?
Smoking and vaping are not permitted inside any lodge.
You may smoke outside on your decking area. Please use the ashtray provided and do not stub cigarettes out on lodge walls, decking or grassed areas.
How is rubbish collected?
Please place rubbish bags at the front of your lodge by 9:00 AM for collection.
Please do not leave rubbish outside overnight, as local wildlife may get into the bags.
Can we have a BBQ?
Disposable BBQs must not be placed directly onto decking or grass.
If you would like to use a BBQ during your stay, please contact us and we can provide a suitable surface for a disposable BBQ to sit on.
Are illegal drugs permitted?
No.
Illegal drugs are not permitted anywhere on site, including the smoking of cannabis.
Damage, Missing Items & Additional Cleaning
Do you require a payment card for damage or additional cleaning?
A valid payment card is required as part of the booking process.
Guests are responsible for looking after the lodge, its contents and any facilities provided during their stay.
Where damage, missing items, excessive cleaning beyond normal changeover cleaning or misuse of facilities results in James Ville Marina incurring additional costs, the main guest may be charged the reasonable cost of cleaning, repair or replacement.
Normal wear and tear will not be charged.
Where an additional charge is necessary, we will keep a record of the reason for the charge and the costs incurred.
Hot Tubs
Are all lodges supplied with a hot tub?
No.
Hot tubs are available with selected lodges only. Please check the facilities listed for your chosen lodge when booking.
Where a lodge includes a hot tub, it is provided free of charge for guests to enjoy during their stay.
What can contaminate the hot tub?
Please shower thoroughly with soap and water before entering the hot tub.
Please do not enter the hot tub while wearing fake tan, body lotions, oils, creams or other products that may contaminate the water or filters.
Food, drinks, soap and other substances must not be introduced into the hot tub.
Nappies & Swim Nappies
Anyone wearing a nappy or swim nappy must not use the hot tub.
This is necessary to prevent contamination of the water and filtration system.
Is there a charge if the hot tub is contaminated or misused?
If a hot tub is contaminated, misused or damaged during your stay and requires a full water change, deep clean, filter replacement or other remedial work, a charge of up to £250 may be applied to the main guest to cover the reasonable cost of putting the hot tub back into a safe and usable condition.
This includes contamination caused by products such as fake tan, lotions, oils or other substances, as well as other misuse that results in additional cleaning or maintenance.
Any separate physical damage to the hot tub, cover or other equipment may also be charged at the reasonable cost of repair or replacement.
What are the hot tub safety rules?
For your safety, please:
- Shower with soap and water before entering.
- Enter and exit the hot tub slowly.
- Do not enter if the water temperature is above 40°C.
- Limit each soak to around 15 minutes and cool down before re-entering.
- Do not jump or dive into the hot tub.
- Do not take glassware into or near the hot tub.
- Do not use soaps, oils or sun lotions in the water.
- Tie up long hair or wear a swimming cap.
- Children must be supervised at all times.
- Replace the hot-tub cover after use.
- Never sit or lie on the hot-tub cover.
Can children use the hot tub?
Children under five years old are not permitted in the hot tub.
Children who are old enough to use the hot tub must be supervised by an adult at all times.
Anyone requiring a nappy or swim nappy must not use the hot tub.
Who should seek medical advice before using the hot tub?
Guests should seek medical advice before using a hot tub if they are pregnant or have conditions including heart disease, diabetes, high or low blood pressure or another serious medical condition.
Do not use the hot tub while under the influence of alcohol, tranquillisers or other substances that may cause drowsiness or affect blood pressure.
Children & Pets
Are children welcome?
Yes.
Children are welcome at James Ville Marina.
Because the property is surrounded by water, young children must always be accompanied and supervised by an adult, particularly when outside the lodge or close to the marina.
Children must not play unsupervised near the water’s edge.
Are dogs allowed?
One dog is permitted in designated pet-friendly lodges only.
Please check that your chosen lodge is marked as dog-friendly before booking.
Dogs must be kept on a lead when outside the lodge and are not permitted on furniture or in bedroom areas.
Please always carry dog-waste bags and dispose of waste appropriately.
Marina & Water Safety
Can guests enter or swim in the marina?
No.
Guests must not enter the marina or surrounding water areas.
Swimming, wading and entering the marina water are not permitted.
There are no lifeguards on duty, water depth can vary considerably and water quality can be unpredictable.
Why do guests need to take extra care around the marina?
James Ville Marina is a waterside property and some areas may have:
- Unprotected water edges.
- Deep water.
- Slippery decking, walkways or steps.
- Cold water, even during warmer weather.
- Uneven or moving surfaces around waterside areas.
Guests with limited mobility should take particular care.
What should I do if someone falls into the water?
Do not enter the water yourself unless you are trained to do so.
Raise the alarm immediately and call 999 or 112 if emergency assistance is required.
If available, throw a life ring or reach towards the person using a pole or similar aid.
Keep the person in sight at all times until help arrives.
When speaking to emergency services, give the address:
James Ville Marina
Mill Lane
Brigg
DN20 8NA
Explain the nature of the incident and where on the property it has happened.
Fishing
Can guests fish at James Ville Marina?
Yes.
Fishing at the marina is free for guests staying at James Ville Marina.
We do not provide fishing equipment, so please bring your own.
Can we keep the fish we catch?
No.
Please return all catches safely to the marina.
Can I enter the water while fishing?
No.
The water must not be entered at any time.
Children may enjoy the marina area only when accompanied and supervised by an adult.
Juliet Window Safety
Are there any special rules for Juliet windows?
Yes.
Juliet windows can present a fall risk, particularly for children and pets.
Please:
- Supervise children and pets around Juliet windows.
- Never allow anyone to climb on or through the opening.
- Do not lean against or apply excessive force to the railing or guard.
Lodge & Property Security
Should I lock the lodge when I go out?
Yes.
Please lock all doors and windows whenever you leave the lodge.
We also recommend locking doors and windows overnight.
James Ville Marina cannot accept responsibility for loss or theft of personal belongings.
Vehicles and their contents are also left at the owner’s risk.
What happens if I leave something behind?
Our cleaning team report and hand in any personal property found after departure.
If we find something belonging to you, we will contact you.
We can arrange to post items back at your request. Postage costs must be agreed and paid before the item is sent.
Can anything belonging to the lodge be taken home?
No.
Please do not remove any property from the lodge or grounds.
Our cleaning team complete an inventory after each stay, covering everything from kitchen utensils to decorative items.
Missing property may be followed up with the guest and, where necessary, reported to the appropriate authorities.
Guest & Staff Wellbeing
What behaviour is expected from guests?
We want everyone to enjoy their stay.
Our staff work hard to look after our guests and the property, and we ask that guests treat staff and other visitors with respect.
Abusive behaviour will not be tolerated.
Fire & Emergency Information
What should I do if there is a fire?
If there is a fire:
Leave the lodge immediately.
Do not stop to collect belongings or move your vehicle.
Go directly to the designated fire assembly point.
Where is the fire assembly point?
The fire assembly point is located towards the entrance gate, on the right-hand side of the driveway.
What is the address for emergency services?
James Ville Marina
Mill Lane
Brigg
DN20 8NA
Important emergency numbers
Emergency Services – Police, Fire & Ambulance: 999
Alternative emergency number: 112
Scunthorpe Hospital: 01724 282 282
Cliff Gardens, Scunthorpe, DN15 7BH
Riverside Pharmacy: 01652 600302
Barnard Avenue, Brigg, DN20 8AS
Medivet Veterinary Surgery: 01652 655 200
Wellholme House, Bridge Street, Brigg, DN20 8NQ
Cancellation Policy
If you need to cancel your booking, please contact James Ville Marina as soon as possible.
More than 28 days before arrival
A full refund will be provided.
14–27 days before arrival
A 50% refund will be provided.
If we are able to rebook the lodge for the cancelled dates, this will be taken into account when considering whether any further refund can be made, less any reasonable non-recoverable costs.
Less than 14 days before arrival
No automatic refund will be due.
However, if we are able to rebook all or part of the cancelled stay, this will be taken into account when considering any refund, less any reasonable costs incurred.
No-shows and early departure
If a guest does not arrive for their booking, or chooses to leave early for reasons unrelated to a problem with the accommodation, no refund will normally be due for the unused nights.
If James Ville Marina cancels
If we have to cancel your booking and cannot offer a suitable alternative, you will receive a full refund of payments made to James Ville Marina.
Third-party bookings
If you booked through another company or booking platform, that provider’s cancellation terms may also apply.
Refund & Compensation Policy
At James Ville Marina, we want every guest to enjoy their stay.
If you experience a problem with your lodge, facilities or any aspect of your stay, please let us know as soon as the issue is discovered.
Reporting a problem promptly gives us the opportunity to inspect the issue and, wherever reasonably possible, resolve it during your stay.
Problems During Your Stay
Where an issue is reported, we will consider:
- The nature and seriousness of the problem.
- How long the issue affected your stay.
- Whether we were given a reasonable opportunity to investigate and resolve it.
- Whether an alternative solution was offered.
- Any reasonable costs already incurred in providing your stay.
Depending on the circumstances, this may include arranging a repair, replacing an item, offering an alternative solution or, where appropriate, considering a partial or full refund.
If a problem is not reported during the stay and we are not given a reasonable opportunity to investigate or rectify it, this may be taken into account when considering any later request for a refund or compensation.
Refunds & Compensation
Any refund or compensation will be considered fairly and on a case-by-case basis.
Where only part of the stay or service was affected, any refund may reflect the part of the booking that was impacted rather than the full value of the stay.
Refunds are not automatically available simply because a guest changes their mind, chooses to leave early or does not use all of the facilities available.
If James Ville Marina Cancels
If we have to cancel your booking and cannot provide a suitable alternative, any payment due to be returned will be refunded.
Third-Party Bookings
If you booked through a third-party booking provider, their own refund and cancellation terms may also apply.
Where appropriate, refund requests may need to be handled through that provider.
Statutory Rights
Nothing in this policy is intended to remove or restrict your statutory consumer rights.
Thank You
We hope you enjoy your stay at James Ville Marina.
Please remember that if you have a question, concern or problem during your stay, speaking to us straight away gives us the best opportunity to help.
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