Terms and Conditions - Holiday Bookers
Who your agreement is with
These terms and conditions
Alterations to your booking
Our service to you
Cancellation by you
Cancellation or changes by us
Park Holidays UK Limited is the operating company of the holiday parks shown 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.
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.
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 42 days (6 weeks) of your holiday start date. You may make alterations to your booking up to 42 days (6 weeks) 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.
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 contact the Park Reception team immediately who 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 guest care team via email at email@example.com or by writing to us at Guest 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 guest 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.
Should you need to cancel your booking you should advise us immediately by telephone and then confirm this cancellation in writing to us by post, or email to firstname.lastname@example.org 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 42 days||Loss of deposit|
|41 - 22 days||50%|
|21 - 15 days||75%|
|14 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.
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:
- 1. Accept the changes offered by us
- 2. Receive a full refund
- 3. 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. If you need to cut short your holiday after it has commenced, we regret that we are unable to refund any monies paid.
Paying for your holiday
A payment of not less than £30 is required as a non-refundable deposit at the time of booking. Any balance due shall be paid not less than 42 days (6 weeks) before your holiday start date. 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 guest. Any monies paid up to this point will not be refunded. 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 70 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.
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.
Special offers and discounts
Discounts and special offers may be made in conjunction with our published prices. The cost per holiday, after any discounts, will vary by grade and must be a minimum of £209 per week and £129 per short break. The cost per holiday of a Platinum Lodge, after any discounts, must be a minimum of £399 per week and £229 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 here. 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.
Arrival and departure times
Check-in and key collection will be open from 4pm . 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 may re-let the holiday home to another guest. No refund will be paid in such instance. You are required to depart your holiday home by 10am on your departure date.
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. Park Holidays UK will not tolerate physical or verbal abuse towards its staff. We have a zero tolerance policy and you will be asked to leave the park and/or accommodation immediately. In these cases no refund will be offered.
Number of your party
The total number in your party (including children and babies) must not exceed the maximum capacity of the accommodation as advertised. In most cases this will be no more than six or eight depending on the size of the accommodation 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.
We do not accept bookings from or allow anyone to stay on any of our holiday parks who is listed on the Violent and Sex Offenders Register (or any register which supersedes this). By making a booking, you are confirming that no one in your party is on this Register.
Travelling alone or in a group
Our holidays are designed with families and couples in mind. We don’t allow hen or stag parties. We may also refuse your booking or turn you away on arrival if you are travelling alone, or in a group where in the reasonable opinion of the management team of the park or management of the reservations team that you or your party may be unduly disruptive.
As our parks are holiday parks we do not accept bookings if you want to stay for work or use the park to travel to work or for residential use. All adults booked must appear on the electoral roll at the address given when booking or provide evidence of their permanent address such as a utility bill if requested. Commercial vehicles will not be permitted to enter our holiday parks. You must bring ID with you as you may be asked for this on arrival or during your stay.
Family and friends who live at the same address or know each other or who travel together will be considered as making a group booking even if they have made separate bookings. Group bookings (whether made by 1 person or a number of people) of 5 or more holiday homes or pitches must be made through our Allocations Team by calling 0343 178 7080. If this is not done, we will cancel any bookings that are part of a group booking. In this instance a full refund will be given. The lead booker for a group is responsible for the conduct of the other members of the group and for ensuring they comply with these terms and conditions. We may require the lead booker to provide a deposit as security in the event of any damage by any member of the group.
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.
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.
Smoking is not permitted in any of our holiday accommodations, if you smoke in any of our accommodations you will be charged £100 for it to be specially cleaned. 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. Park Holidays UK does not allow the use of e-cigarettes or vaping inside enclosed public buildings.
Most dogs are welcome at our parks and in specific accommodations 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 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 unless otherwise stated 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.
If you bring a pet to stay in an accommodation that has not been graded as pet friendly, you will be charged £60 for it to be specially cleaned.
We will do our best to meet any special requests; however, we are unable to guarantee the fulfilment of these requests. Special requests do not form part of the booking contract and are not a condition of booking.
Use of your holiday home
You are required to take good care of your holiday accommodation whilst you occupy it. At the end of your holiday you must leave your holiday accommodation undamaged, thoroughly cleaned and tidy and free of all rubbish which must have been placed in the bins on the parks. By booking with us you agree that we have reserved the right to recover from you any costs or fees incurred by us for damage to any of our property caused by you or any member of your party. We may either, at our sole discretion, request the immediate payment of our reasonable costs during your stay, or charge the payment card details provided at the time of booking, or instruct a 3rd party to contact you after your stay to recover our reasonable costs. The reasonable costs we may incur if you damage our holiday accommodation are likely to include additional cleaning costs, costs for repair or replacement of anything damaged by you or any member of your party and may include a daily charge for any period the holiday accommodation is unusable due to damage. Should we be unable to process a payment against the payment card used to confirm your stay we will take legal action to recover the cost of damage sustained during your occupation. If you request we will send a breakdown of these costs to the address used for the booking. 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.
Your personal possessions
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.
Availability of facilities
For health and safety reasons some of our facilities and activities have age and/or height restrictions. Please check these with us when you book. In our swimming pools, children under the age of 12 must be accompanied by an adult. All children under the age of 8 and all non-swimmers must be accompanied in the water by a competent adult and kept within arm’s length at all times. 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).
The company will endeavour to provide the entertainment as advertised on our website and in your welcome brochure; 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.
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. Our Parks are not currently designed to supply the electricity required to support vehicle charging. In addition to the additional load on the accommodation’s supply, there is an increased risk of electric shock and a trip hazard from any charging cables that would be in use. Although we are fully committed to doing our bit for the environment and welcome hybrid cars, we therefore have to insist that guests do not use the accommodation’s electricity supply to charge their vehicle.
Whilst every care is taken to ensure that the details on our website are correct at the time of being published, the 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.
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.
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.
Some of our holiday parks have open water sources such as ponds, rivers, lakes or dykes. Please ensure you familiarise yourself with the park layout and supervise children and vulnerable adults appropriately. Our holiday parks are often located in rural areas, which may restrict lighting levels. Please take care to avoid accidents and consider using a torch if you are in any way uncertain about the lighting conditions in place. Please also take extra care on uneven ground and paths.
If you have booked accommodation that included a hot tub it will have been completely emptied, cleaned and refilled on the day of your arrival in order for us to maintain the required hygiene standards. Given the quantity of water involved, it may not be at the regular running temperature of between 37°C and 38°C until the evening of your arrival. For your health and safety reasons, we test your hot tub’s chemical and water quality twice a day and have to insist when using your Hot Tub you: Supervise all children between the ages of 5 and 16 years. No child under 5 years should use the Tub.
The Cancellation Plan will cover the following:
If you cancel your holiday less than 42 days (6 weeks) 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 Payment 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.
- You or a member of your party test positive for Covid-19 in the 5 days leading up to your arrival.
The Cancellation Protection Plan will only pay out if these circumstances arose after the date you made your booking and affect your ability to take your holiday. You may 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 event, you should refer to clause 5 of our Terms and 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 usIf you need to contact us about your holiday or in connection with these terms and conditions, please contact our team on: 0343 178 7070 (standard rate call), email us at email@example.com or write to: Holiday Support, Glovers House, Glovers End, Bexhill-On-Sea, East Sussex, TN39 5ES
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. Our cancellation charges are those detailed below unless you have taken out our "Cancellation Protection Plan".
Cancellation Charges should you NOT take Cancellation Protection Plan
- Period before arrival date
- More than 42 days
- 41-22 days
- 21-15 days
- 14 days or under
- Cancellation charges as a % total cost
- Loss of deposit
If you need to cut short your holiday after it has commenced, we regret that we are unable to refund any monies paid.
Terms and Conditions updated 31/01/2023