Terms and Conditions
The Small Print...
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 nontransferable and non-alterable. 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. An administration fee of £20 will be charged for making any alteration to your booking and increased rates may apply for altered accommodation and/or timings.
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 about your holiday when staying with us please tell the Park Reception immediately and we will respond to you as soon as possible.
We will not be responsible for any matter which you knew about during your stay but did not tell us about during your stay. If any matter is not resolved during your stay you must notify us in writing of this as soon as possible (and in any event within 21 days of 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 the addresses shown on page 99 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’.
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 £60 is required as a non-returnable deposit at the time of booking. Any balance due shall be paid not less than 8 weeks before your holiday start date unless you have booked through a reader promotion in which case any outstanding balance will be due within 21 days of the date of your first confirmation.
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 re-submit a cheque for payment or a cheque is declined for non-payment.
An administration fee of 2% will be applied to all payments made by credit card (minimum charge £1). This charge will not exceed £5 per transaction. There is no charge for debit card payments.
8. Prices
All prices are current at the time of printing 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 brochure 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 is charged, 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 brochure prices. The cost per holiday, after any discounts, must be a minimum of £135 per week and £69 per short break. All discounts and special offers are subject to availability and may be withdrawn without prior notice. Special offers are detailed on page 9 of the brochure.
Special offers cannot be combined with any other discount or promotion. Special promotional offers will only be honoured if mentioned when booking, or the relevant promotional code is entered online at the time of booking. Discounts cannot be applied retrospectively. Please enter any promotional codes during the online booking process to ensure your discount is deducted from the full brochure price. Special offers or discounts cannot be combined with any other offer. Only one offer per booking.
10. Arrival and departure times
Check-in and key collection will be open from 4pm on your date of arrival (unless you have booked Gold or Platinum accommodation, which will be available from 2pm). If you believe you may arrive after 6pm on your date of arrival then you must inform us. If you do not inform us and/or your intended holiday home 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 large ‘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 special needs please let us know your specific requirements at the time of booking. Please note wheelchair friendly accommodation cannot be booked online.
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 (pets are accepted in Bronze accommodation only). We cannot guarantee that pets have never occupied any of our accommodation.
16. Smoking policy
It is now 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 homewhilst 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 in the brochure and 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 within the brochure and 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. Caravan and camping
Maximum pitch size on all parks is 6m x 6m including guide ropes/pegs.
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 0845 815 9797 (local call rate), fax on 01424 752283, email them on holidaysupport@ParkHolidays.com or write to:
Holiday Information, Park Holidays UK Limited, Coghurst Hall, Ivyhouse Lane, Hastings, East Sussex, TN35 4NP.
