Terms and Conditions - Holiday Bookers

1. Who your agreement is with

Park Holidays UK Limited is the operating company of the holiday parks shown in our brochure and on our website. References to ‘the Company’, ‘we’, ‘us’ and ‘our’ in these terms and conditions are to this company. References to ‘you’ in these terms and conditions are to you, as the person making this booking and, where applicable, to every member of your party.

2. These terms and conditions

These terms and conditions and those relating to the ‘Cancellation Protection Plan’ (if applicable) will be incorporated into your booking when we have received full or part payment from you. We are unable to accept bookings from anyone under the age of 18.

3. Alterations to your booking

Your booking shall be in accordance with the details confirmed at the time of booking. Your booking shall be non-transferable and non-alterable within 30 days of your holiday start date. You may make alterations to your booking up to 30 days before your holiday start date. You may change your accommodation or park to another within the same calendar year subject to availability and payment of a non-refundable £20 administration fee and any outstanding difference in price. If you wish us to make an alteration to your booking we will use reasonable endeavours to accommodate your request but no guarantee can be given.

4. Our service to you

We do all that we can to ensure you enjoy your holiday. However, occasionally problems occur and if they do or you have any concerns or complaints about your holiday when staying with us please tell the Park Reception team immediately and we will respond to you as soon as possible. If once you have returned from your holiday you still have any concerns or complaints, you can contact our customer care team via email at c[email protected] or by writing to us at Customer Care, Park Holidays UK, Glovers House, Glovers End, Bexhill-On-Sea, TN39 5ES. All complaints should be from the lead name on the booking and contain your booking reference number. Our customer care team will ensure your complaint is fully investigated and ask the park to respond to you directly within 14 days. All complaints should be registered within 21 days from the end of your holiday as otherwise we will not be able to consider the matter further.

5. Cancellation by you

Should you need to cancel your booking you must advise us by telephone and then confirm this cancellation in writing to us by post, fax, or email to [email protected] quoting your booking reference number. Your cancellation will only be effective as at the date we receive your written confirmation. Our cancellation charges are those detailed below unless you have taken out our ‘Cancellation Protection Plan’.

Period before arrival date:        Cancellation charges as a % total cost

More than 30 days                       Loss of deposit
30 - 22 days                                  50%
21 -15 days                                   60%
14 - 8 days                                    80%
7 days or under                           100%

If you need to cut short your holiday after it has commenced, we regret that we are unable to refund any monies paid.

6. Cancellation or changes by us

In exceptional circumstances, we may have to cancel or change some aspects of your booking. If we do so, we will tell you as soon as possible prior to your holiday date and you may choose to either:

a) Accept the changes offered by us
b) Receive a full refund
c) Accept an alternative holiday with us at the same price.

We do not pay compensation in circumstances where we have to cancel your booking including those arising from Force Majeure. Force Majeure means circumstances beyond our control including (but not limited to) industrial disputes, natural disasters, fire, technical problems, bad weather and acts of government.

7. Paying for your holiday

A payment of not less than £20 is required as a non-returnable deposit at the time of booking. Any balance due shall be paid not less than 30 days before your holiday start date. This excludes newspaper promotional bookings where payment is due no more than 30 days after receiving confirmation from Park Holidays UK or immediately if arrival is within 30 days. If payment is not made by this date then we will assume that your holiday has been cancelled and we may re-sell the holiday to another customer. We reserve the right to pass on any costs or bank charges we incur if we have to resubmit a cheque for payment or a cheque is declined for non-payment. Cheques will not be accepted as a method of payment if your arrival date is less than 56 days from Park Holidays UK receiving the cheque. All Cheques should be sent to Holiday Support, Park Holidays UK, Glovers House, Glovers End, Bexhill, East Sussex, TN39 5ES.

8. Prices

All prices are current at the time of publishing and we guarantee that the price of your holiday will be as agreed and shown on your holiday booking confirmation. However we reserve the right to alter or amend our published prices so long as we notify you of any difference before you book. All prices shown are inclusive of VAT at the prevailing rate at the time of payment. Certain accommodation units are sublet on behalf of the owners who are not registered for VAT. In this case the total cost of your holiday is not subject to VAT, but a further handling fee, so the price for the holiday will remain the same.

9. Special offers and discounts

Discounts and special offers may be made in conjunction with our published prices. The cost per holiday, after any discounts, must be a minimum of £149 per week and £89 per short break. All discounts and special offers are subject to availability and may be withdrawn without prior notice. Details of Special offers can be found on our website at www.ParkHolidays.com. Special offers cannot be combined with any other discount or promotion and will only be honoured if mentioned at the time of booking. The price confirmed at the time of booking is the price you will pay, discounts cannot be applied retrospectively. Only one offer per booking.

10. Arrival and departure times

Check-in and key collection will be open from 4pm if you have booked Bronze accommodation, 3pm for Silver accommodation and 2pm if you have booked Gold or Platinum accommodation. If you have booked a touring or camping pitch, check-in is from Midday. If you arrive after 6pm on your date of arrival it is likely that your welcome pack and keys will be left in the parks entertainment venue or bar. If you believe you are likely to arrive after 11pm on the day of your arrival then you must inform us. If you do not inform us and/or your intended holiday home or pitch is not occupied by 9am on the day after your arrival date we will treat your booking as cancelled and re-let the holiday home to another customer. No refund will be paid in such instance. You are required to depart your holiday home by 10am on your departure date.

11. Standard of behaviour on our parks

Our parks are used primarily by families and we would ask that the behaviour of you and your party reflects this fact. Noisy, offensive or inappropriate behaviour or actions likely to cause harm to any other guest, members of our staff or anyone’s property at the holiday park will not be tolerated and we reserve the right to refuse entry to and/or eject any person who, in the reasonable opinion of the management of the park, does not comply with these standards of behaviour. No refunds will be issued in these circumstances. If, in the reasonable opinion of the management of the park, we believe that you or a member of your party may not comply with the above, on entry to the park, we reserve the right to refuse entry or not to hand over accommodation to any person or groups of persons at our discretion. In such cases a full refund will be issued to the lead name on the booking.

All children must be properly supervised by parents or guardians throughout your holiday, including all park organised activities. We reserve the right to deny access to our facilities and/or any children’s activities if, in the reasonable opinion of the management of the park, we believe that any child or children will be unduly disruptive.

12. Number of your party

The total number in your party (including children and babies) must not exceed the maximum capacity of the holiday home as advertised. In most cases this will be no more than six or eight depending on the size of the caravan concerned. In the event that these numbers are exceeded, we reserve the right to exclude or refuse entry to any or all members of your party from the holiday park. Where half or more of the party is aged between 17 and 25, you must tell us when you book. We have the right to refuse your booking or cancel after bookings have been checked and/or we reserve the right to refuse entry or not to hand over accommodation to any person or groups of persons at our discretion.

13. Single sex parties

We do not normally accept bookings from ‘all male’ or ‘all female’ parties and have the right to cancel any online booking that breaches our terms upon checking before the holiday arrival date and/or we reserve the right to refuse entry or not to hand over accommodation to any person or groups of persons at our discretion.

14. Guests with specific needs

Many of our holiday homes offer specific accommodation suitable for holidaymakers with wheelchairs or who may have mobility difficulties. However certain accommodation and locations may not be suitable. If your party includes someone with specific requirements please let us know at the time of booking.

15. Allergies

If any member of your party has an allergy to pets we would strongly recommend that you do not book accommodation which accepts pets. We cannot guarantee that pets have never occupied any of our accommodation.

16. Smoking policy

It is illegal to smoke inside enclosed public buildings and you and other members of your party are requested to smoke only in those areas which have been clearly designated as such. Smoking is also forbidden in all of our holiday accommodation; however we cannot guarantee that any accommodation has been smoke free.

17. Pets

Most dogs are welcome at our parks and in specific holiday homes with a maximum of two dogs per booking. Some breeds of dog including those listed in the Dangerous Dog Act 1991 are not allowed. Please provide us with the details of the breed of your dog when you book with us. Other pets may be permitted at the discretion of the Park General Manager, please check when booking. There is a charge of £40 per week and £25 per short break per pet. Assistance dogs for disabled guests are exempt from these requirements and charges. Pets must be kept on a lead at all times and you must clean up after your pet. Pets (other than assistance dogs) are not allowed in any of our park facilities or play areas. Pets should not be left unattended in holiday homes or elsewhere on the park and must not be allowed on bedding or seating. If we reasonably believe your pet is causing a nuisance on the holiday park or causing damage to the holiday home you will be required to remove it from the park and/or we reserve the right to refuse entry.

18. Special requests

Please note that we will do our best to meet any special requests; however we are unable to guarantee any special requests. Please note special requests do not form part of the booking contract and are not a condition of booking.

19. Use of your holiday home

You are required to take good care of your holiday home whilst you occupy it. At the end of your holiday you must leave your holiday accommodation thoroughly cleaned and tidy and free of all rubbish which must have been placed in the bins on the parks. We will take legal action to recover the cost of damage sustained during your occupation and any additional cleaning charges we incur in respect of your failure to comply. We reserve the right to enter your accommodation, at any reasonable time during your stay, in order to inspect the condition of the accommodation or without notice in the event of emergency. The Company does not accept any responsibility for the theft or loss of your personal possessions whilst on our parks or whilst you are in your holiday home and you should take appropriate security measures to ensure against theft and or loss.

20. Availability of facilities

For health and safety reasons some of our facilities have age and/or height restrictions. Please check these with us when you book. In our swimming pools, children under the age of 13 must be accompanied by an adult. At busy times access to facilities may be restricted for health and safety reasons. We may operate session swims in our pools during periods of high demand. Occasionally we need to close or withdraw certain facilities (e.g. for safety, maintenance or other reasons beyond our control).

21. Entertainment

The company will endeavour to provide the entertainment as advertised in the brochure and on the website, however, at selected parks and during certain periods of the year, entertainment may be limited to weekends only. We reserve the right to alter or withdraw any facilities or programmed entertainment without prior notice.

22. Your car

You should comply with speed limits, parking and other traffic regulations on our parks. All vehicles are brought onto the holiday park at their owners risk and the Company does not accept responsibility for loss or damage to these except where it is caused by our negligence or fault.

23. Marketing accuracy

Whilst every care is taken to ensure that the details on our website are correct at the time of being published, the photographic images shown are for illustration purposes only and the details may be subject to alteration from one park to another. The photography on our website is to be used as a guide and some might not be of the park itself. The ‘Out and About’ sections contain options for off-park entertainment. Please check with the operators for relevant opening times.

24. TV filming and photography

Due to the increasing popularity of Park Holiday UK holidays, we receive requests from TV and other companies to film or photograph on our parks. We also undertake our own promotional filming & photography. Every effort is made to ensure filming does not intrude into or affect any holiday activity and that it is clear to guests that filming/photography is taking place. We will not accept responsibility if, contrary to your wishes, you appear on film or in photographs and we are unable to make any financial award or payment of any kind.

25. Data Protection

The information you give us in connection with your booking is held securely on our computer system and dealt with in accordance with the Data Protection Act. By providing us with this information you are deemed to accept this and to have the consent of all members of your party to this. We keep this information to help us improve our service to you and to provide you with information about our holidays and services by telephone, e-mail, post and SMS and to keep you informed of our latest news and offers. If you would prefer not to receive this information from Park Holidays UK then please contact us at Park Holidays UK, Glovers House, Glovers End, Bexhill, East Sussex, TN39 5ES.

26. Gambling Restrictions

Any guest included in the booking that has self-excluded themselves from any other gambling premises must make themselves known to the management of the park, on arrival at the commencement of their stay. The Company will not accept any liability for any loss incurred by any guest who has self-excluded themselves from any other gambling establishment when they continue to gamble on park.

Cancellation Protection Plan

Great value peace of mind

For peace of mind Park Holidays UK offers holiday cancellation cover. Make a one-off payment to us at the time of booking to ensure that you do not lose the sums you have paid to us in the event of any of the unforeseen circumstances referred to below. Please note that the Cancellation Protection Plan will not cover you for losses incurred other than those sums paid to Park Holidays UK Limited.

The cost of the cancellation plan is:

£20 for 7 night holidays

£10 for holidays of up to 4 nights

The Cancellation Protection Plan will cover the following:

If you cancel the holiday more than 30 days before the arrival date, we will refund you all the sums you have paid (less the Cancellation Protection Plan cost – see above) less a £20 administration charge, providing you cancel under a qualifying reason – for qualifying reasons see below. If you cancel less than 30 days before the arrival date we will refund you all the money paid (less the Cancellation Protection Plan cost) less a £40 administration charge providing you cancel under a qualifying reason – for qualifying reasons see below.

Qualifying reasons for cancellation

The following are ‘qualifying reasons’ for the purposes of this Cancellation Protection Plan:

• Death, serious injury, admission to hospital, serious illness or diagnosis of serious illness of any member of your party or immediate relative of any member of your party.

• Your redundancy or that of your spouse

• Jury service or witness service in a court of law by you or any member of your party

The Cancellation Protection Plan will only pay out provided that these circumstances arose after the date you made your booking and affect your ability to take your holiday. You will be required to supply official documentary evidence to our reasonable satisfaction of their occurrence and the date they occurred.

If you cancel without a qualifying reason

The Cancellation Protection Plan will not cover you in the event that you need to cancel for reasons other than one of the qualifying reasons shown above. For cancellation in such an event you should refer to clause 5 of our Terms & Conditions.

How to cancel

If you need to cancel your holiday with us you must advise us by telephone immediately and send us written confirmation by post or email quoting your booking reference number. Your cancellation is effective from the date that we receive your written confirmation of cancellation and to ensure delivery we recommend that letters of cancellation are sent to us by recorded delivery.

How to contact us

If you need to contact us about your holiday or in connection with these terms and conditions please call our team on:

0343 178 7070 (standard rate call), email us at [email protected] or write to: Holiday Support, Park Holidays UK Limited, Glovers House, Glovers End, Bexhill, East Sussex, TN39 5ES.