PLANNING YOUR HOLIDAY
Arrival and departure times On your day of arrival, pitches are available from 12 midday and pitches must be vacated by 10am on the day of your departure. The pitch should be left clean and ready for incoming guests. If you are likely to arrive after 6pm, it is essential that you telephone the Park in advance of your arrival so that we can make arrangements for you. Some Parks have restrictions on arrivals after darkness or after 8pm so if you are planning to arrive after this time please check with the Park before booking.
Non-arrival Unless prior arrangements have been made with the Park, pitches will not be held after 6pm on the day of arrival.
Satellite Navigation Systems Please double check the postcode you enter for the Park of your choice and be aware that not all Sat Navs work in the same way. Please, therefore, use the Sat Navs in conjunction with the directions to the Park of your choice shown in the brochure. www.haventouring.com
SPECIAL REQUIREMENTS
If you have any special requests regarding your holiday accommodation please advise us when making your booking and confirm your request in writing. Please include a telephone number in case of any query. We will endeavour to meet your requests, but we are very sorry that these cannot be guaranteed. Unfortunately, we cannot take requests for accommodation to be located in specific areas of Parks.
Disabled guests We aim to make our holidays and facilities available and accessible for all. We provide advice, information and a good choice of Parks that meet a variety of access needs. Please discuss your requirements with us in detail before making your booking to ensure a holiday is available that will meet all your needs and expectations. Please call our Special Needs Helpline on 0871 230 1926 (Calls cost 10p per minute plus network extras). Please confirm special requirements in writing. We regret that special requests cannot be made a condition of your booking as they are always subject to availability.
Honest advice We will provide honest and accurate advice - for example, which Parks are only suitable for some disabled guests with assistance, where wheelchair access is limited and where wheelchair friendly accommodation is not suitable for bigger electric wheelchairs. Please confirm your special requirements in writing. We regret that special requests cannot be made a condition of your booking as they are always subject to availability.
CHILDREN
Cots and highchairs are available for an extra charge and need to be requested at time of booking and are subject to availability. Please remember to bring your own cot linen. Please call 0871 230 1908 for full cost and hire deposit details. Highchairs are available in the restaurants.
Children’s Clubs and activities We provide a range of special indoor and outdoor facilities for children. Little Cubs (0 - 4’s) and Club R&B (5 - 8’s) operate on all Parks excluding Lydstep Beach from March right through to October. Little Cubs is an activity programme suitable for parents with children up to the age of 4. We recommend you reserve a place on arrival at the Park, as places are limited. Club R&B activities provide fun and entertainment for the 5 - 8 age groups. Skillz Club activities are suitable for children aged 9 - 12 years old.
Parental responsibility and supervisionChildren remain the responsibility of their parents or guardians at all times, their presence being required throughout the above activities, which are not child care or child minding services. It is important that parents always know where their children are and the times activities start and finish.
T-Co Zone (13-16+) With their own dedicated leader, T-Co Zone provides (parent free!) activities and facilities for teenagers, on all Parks during the School Holidays.
Please ensure your children understand that they should always obey the instructions of the FunStars, T-Co Zone leaders, Sports Instructors/Co-ordinators and Lifeguards, to ensure proper control and safety.
PETS
We welcome well-trained dogs at most Parks, but reserve the right to refuse certain breeds. There is a charge of £1 per dog, per pitch, per night (up to a maximum of two dogs per booking). Registered assistance dogs for disabled guests are exempt from this charge. We do not allow on Park any breeds of dog listed under the Dangerous Dogs Act 1991. At time of press, these were: any dog of a type known as the Pit Bull Terrier, Japanese Tosa, Dogo Argentino and Fila Brasilieno, plus any other type appearing to be bred for fighting. Where dogs are allowed, they must always wear a collar and identity tag and be kept on a lead under control of a responsible adult at all times. We reserve the right to require the owner of any dog or pet considered a nuisance, or to be affecting the comfort of guests, to remove it from the Park. Please ensure your dog wears a collar and identity tag and is on a lead under the control of a responsible adult at all times.
Where your dog can’t go Dogs and other pets are not allowed entry to Park facilities, restaurants, food servery and swimming pool areas, with the exception of registered assistance dogs for disabled guests. Please also note that at certain Parks dogs are not allowed on the beach between 1 May to the end of October. (Note: where a public footpath or right of way crosses our Parks, dogs have every right to be there)
There’s no charge for Registered Assistance dogs There’s no charge for registered assistance dogs for disabled guests.
Other pets may be permitted at the discretion of the Park General Manager. Please contact the Park directly to discuss charges prior to making your booking.
No pets Parks that do not permit animals are clearly identified on the individual Park pages.
MAKING THE MOST OF YOUR HOLIDAY
Family holidays The holidays we offer have been designed with families and couples in mind. Therefore, bookings by persons 21 years of age or under are not accepted unless they are a family booking. There may also be restrictions on bookings for ‘singles groups’ consisting of all male or all female single people. However, we may apply discretion in certain circumstances. The other exception will be where specific Sports and Leisure Groups have been taken. We therefore reserve the right to terminate a booking where we feel that the comfort of our guests may be put at risk.
Sports and Leisure groups If you are part of a sports group or local sports tournament and are intending to stay on our Parks, you must book through our Groups Department on 0871 230 1911 and declare this at time of booking. Failure to do this could result in the booking being cancelled with no refund available.
Care of facilities Please treat the property, Park facilities and amenities with care so that others may continue to enjoy them. We ask that you report any accidental damage to Reception immediately, so that we can make a repair or replacement.
Use of your Touring pitch Only those people listed on the booking may occupy and use the pitch allocated. If unauthorised persons occupy or use the pitch, your booking will be terminated and you will be asked to leave, with no refund made. One tourer, motorhome, tent or trailer tent only is permitted per pitch measuring 6m x 6m. Any area taken that falls outside the measurements has an additional supplement charged. If you have a larger unit (over 6m/approx. 20ft) please declare this at the time of booking and check that your chosen pitch is the right size for your unit. If you do not declare the size of the unit and check that your chosen pitch is suitable at time of booking, you may be charged to upgrade to a suitable pitch on arrival. We will do our utmost to accommodate you, however we reserve the right to terminate your booking if we cannot do so. On some Parks it is possible to pitch a ‘Pup Tent’ for two people on the same pitch for a supplement of £3 per night. Awning space is available on certain Parks and certain pitch types - see individual Park price panels. Please note: sleeping in awnings is not permitted at selected Parks, some Parks cannot take awnings with annexes and gazebos are not allowed on certain Parks. Please see individual Park pages. Where gazebos and awnings with annexes are allowed they must be pitched within the 6m x 6m pitch area
Electricity usage/capacity In general our Parks offer a maximum of 16 amps excluding Marton Mere & Perran Sands with only 10 amps and Wild Duck, Lakeland & Golden Sands whereby a 10 or 16 amp restriction applies depending on the pitch. Please note: that in times of high usage, it is possible for the supply to be temporarily interrupted. Please rest assured that we will do our utmost to restore the service as soon as it is practical to do so. Fuel generators are not allowed.
Ball games For the comfort of all our guests these are not permitted in the areas between and around accommodation.
Unacceptable behaviour We reserve the right to terminate a holiday without compensation, where unreasonable or anti-social behaviour caused by those persons named on the booking or their guests impairs the enjoyment, comfort or health of other guests.
Infectious or contagious diseases Guests must inform the Duty Manager of the occurrence of any such illnesses during their stay that may affect other guests. For the protection of guests and employees, anyone found to have such a condition may be confined, or requested to leave. We strongly recommend all guests take out personal insurance, as in such circumstances refunds are not available.
MOTOR VEHICLES
We will only accept on Park an appropriate amount of vehicles relating to the occupancy of the pitch. Parties with 3 vehicles or more will only be accepted at the Park General Manager’s discretion. If the Park General Manager’s decision is contravened or not sought then we reserve the right to terminate the booking and you will be asked to leave, with no refund available. No motorcycles, quad bikes, scooters or other such vehicles are allowed on the Park without the express written permission of the Park General Manager. It is important to check with the Park General Manager, as some of our Parks do not accept the above and/or their use may be restricted.
Large vehicles Due to limited parking space on some Parks please check with the Park before booking if you are planning to bring a van or a large commercial vehicle.
YOUR BOOKING
Your total holiday cost The prices shown in the Park price panels are for advance bookings only made prior to arriving at your chosen Park. Advance bookings are those made at least 12 hours prior to arrival. Holidaymakers arriving at the Park without an advance booking may be charged up to 10% more on the pitch/supplement rates and may be asked to pay for the holiday using a credit or debit card only. We reserve the right to use fixed durations during main holiday periods. Prices are in £’s, are inclusive of VAT at the prevailing rate in 2011 and are based on eight people sharing.
Prices for Haven Holidays will fluctuate throughout the day based on demand for that particular holiday, pitch type or Park. Therefore, when calling or going online prices may change. If customers book close to arrival then this will occur on a much more frequent basis. It is therefore advisable to book early. Customers are reminded that our brochure prices are subject to change and may go up or down reflecting changes in demand and the market place environment. Prices given are only valid at time of booking. Any quotation obtained prior to booking is subject to change.
Included in the price The prices and charges shown on the Park price panels include the cost of pitching your tourer, motorhome, trailer tent or tent plus awning (where applicable) and car parking space for one car (each additional car will carry a supplement of £3 per night).
Price guarantee All prices are inclusive of VAT (where applicable). We guarantee that once you have paid the appropriate deposit we will not change your holiday price unless you make a change to your booking. We reserve the right to amend the VAT element of prices in the event of a change to the rate of VAT.
Your total holiday cost The prices shown on the Park price panels show the holiday cost for the type of pitch as a nightly charge by date. Simply calculate the pitch price according to the number of nights in the price band required. Supplements will be charged for pup tents, pets (where applicable), cars and hire goods. The price also includes the FunWorks entertainment passes mentioned further in this document. Please also note, supplements such as Holiday Protection Cancellation Plan and Personal Travel Insurance or Vehicle Breakdown Insurance cover if required, must also be added and are strongly recommended to give you peace of mind.
Reserving your holiday, holiday deposit and balance payment The deposit required to reserve your holiday booking is £25 per pitch. Deposits are deducted from the full amount due. Bookings made within 10 weeks of the holiday start date must be paid in full. We cannot accept cheques within 4 weeks of your holiday start date. Full balance payment for your holiday is due no later than 10 weeks before the start of your holiday. This date is clearly shown on your holiday confirmation and balance reminders will not be sent. If the balance is not received by the due date, the holiday will be treated as cancellation and any monies forfeit. Seasonal pitches (Long Lets) require a 10% deposit of the total holiday value at time of booking.
Your final confirmation Please keep your final confirmation safe as this must be presented on arrival.
Holiday Payment and Holiday Protection Cancellation Plan Payment can be made in full or by deposit to secure your holiday booking. Cheques should be made payable to Haven Holidays. We strongly recommend that you take out our Holiday Protection Cancellation Plan which covers you and your holiday party if you cancel your holiday, or a plan giving comparable cover. Our Holiday Protection Cancellation Plan is automatically added to holiday bookings - £5 per 1-4 nights or £10 per 5 nights or more, per pitch booked. Should you have alternative arrangements or prefer not to have cover, please let us know at the time of booking and we will remove this charge. Any cancellation should be notified in writing to us and, where appropriate, claims made through the alternative supplier. If you do not take out our Holiday Protection Cancellation Plan or cover of your own NO REFUND WILL BE GIVEN ON ANY MONIES PAID. Holiday payment and Holiday
Special and promotional offersAll offers are subject to availability at the time of booking and to specific offer terms and conditions and may be withdrawn at any time. These offers only apply to the promotional period stated and cannot normally be combined with any other offer.
Electoral Roll Please note that all adults booked must appear on the Electoral Roll at the address given on the booking without exception. If you or your guests fail to provide this information, we reserve the right to terminate the contract without a refund. Please also refer to our Data Protection policy.
Errors Whilst every effort is made to avoid changes or errors, we’re only human. Please check and/or query the details and price of your chosen holiday at the time of booking. Please also thoroughly check your holiday confirmation and contact us straightaway if you have any queries.
PARK FACILITIES
FunWorks Passes For every guest a FunWorks Pass is included in the holiday price, allowing use of the swimming pools, children’s clubs, leisure and entertainment facilities at the Park at which you have purchased your holiday. This must be presented when requested. Passes can be collected at Reception on arrival, and should be kept safe as there is a charge for replacing lost passes - please check at Reception for details. The cost of these FunWorks passes is based on the capacity of your accommodation and is included in your holiday price. FunWorks Passes are nontransferable and are date & Park specific and only valid for the holiday duration you have booked. For some specific promotional activity FunWorks Passes may be an additional charge. All holidaymakers’ names are registered at the club on the Park. To comply with Local Club Licensing Laws, all names and addresses must be registered a minimum of 48 hours in advance. Passes for Spring and Autumn (Off Peak) excluding Bank Holidays are at a lower (included) rate to reflect any reductions in entertainment and facilities and this is reflected in the holiday prices shown in the grids.
Off-peak season availability of facilities Individual Holiday Park opening dates are clearly shown on each price grid. Parks with more than one evening entertainment venue may provide entertainment in one venue only at certain times of the year, for optimum enjoyment. During some of these periods, selected Parks provide evening entertainment at weekends only, although our bars will be open during the week. Also at selected Parks venue opening hours may be reduced
Extra charges Your holiday cost includes the use of the majority of the main Park venues and facilities and activities. Certain facilities and activities are subject to an additional cost or refundable booking deposit and some facilities may be restricted off-peak. Guests are welcome to use their own sports equipment, or can hire equipment at the Park for a nominal charge. Parks with fishing facilities require a rod licence and may attract small additional charges.
Health & Safety The operation of our Parks is subject to legislation and the guidelines laid down by the Health & Safety Executive and Local Authorities and their codes of practice. We reserve the right to adjust our services in order to meet these standards. In extenuating circumstances accommodation, entertainment, sports activities or any facility may be withdrawn, due to maintenance, renovation, adverse weather conditions, changes in governmental legislation, or any other factor outside our control. We reserve the right to make such changes without prior notice, and are unable to accept liability for the loss of an advertised facility, or to pay compensation for any inconvenience caused. Where possible, we will advise of any significant changes prior to booking and endeavour to advise guests already booked of any significant changes as they occur. Certain facilities have height, weight and/or age restrictions, and session bathing may occur in the Indoor and Outdoor Pools at certain times - please check at the time of booking.
Smoking Policy As a result of Government legislation, it is illegal to smoke inside enclosed public buildings in England, Scotland & Wales. No smoking areas will be clearly designated and outdoor smoking areas provided. We ask holidaymakers to comply with these laws.
Age restrictions Due to space considerations and licensing laws, some venues have age restrictions covering certain times.
Selling alcohol We are only permitted to sell alcohol to persons aged 18 or over. Proof of age may be asked for, such as the following forms of ID: full passport or a new style driving licence incorporating a photograph.
TV’s Reception varies by Park and could be analogue or digital - please check at time of booking.
Activity Pass This is only available at the discounted rate prior to arrival on the Park and must be purchased at least 3 working days prior to arrival. Most of the activities within the Activity Pass are suitable for children 8 years and upwards and adults. Please note that the Activity Pass Voucher is not guaranteeing your place on the activity, merely the discounted purchase. It is therefore advisable to book your required activity using the relevant vouchers as soon as you check in as activities do become full very quickly. Please note that Vouchers are non-refundable.
CCTV Please note that we use CCTV cameras on our Parks to ensure the safety of all our guests.
OTHER INFORMATION
Freedom Trail Loyalty Club Freedom Trail membership applies to the named member and members of their household. The Freedom Trail discount is applicable to advance bookings only and can be combined with other offers unless stated otherwise. Advance bookings are those made at least 12 hours prior to arrival. Membership of Freedom Trail Club is on an annual basis and benefits stated apply to 2011. Membership is not transferable and we reserve the right to increase, withdraw, alter or amend any offers and benefits of the Freedom Trail Club.>br>
Brochure accuracy Every care is taken to ensure that all brochure information is accurate at the time of going to press. Park photographs are taken at our Parks, and are intended for guidance only. Layout plans and artist’s impressions are for illustrative purposes only. Not all facilities and activities are identical at all Parks. Due to operational circumstances, activities sometimes may be withdrawn. All maps shown are for representation only and mileages shown throughout the brochure are approximate and dependent on the route taken.
Acts and artists Those featured in our brochure are representative of those planned to appear in 2011 and all reasonable efforts are made to ensure their appearance, otherwise acts of a similar calibre will replace them - please check when booking.
Copyright No party is allowed to reproduce any of the contents of this brochure (including photographs) or our website without the written permission of Haven Holidays, or any other copyright owner.
Your protection Please note that in order to protect the privacy of our guests, photography within and around our swimming pools and other selected activities is prohibited.
TV filming and photography Due to the increasing popularity of Haven 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. Please ensure that you and your family are aware of positioning of cameras at all times. 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.
Call charges Please note that the 0871 numbers shown within this brochure will cost no more than 10p per minute from a BT landline - calls from other networks may vary. Charges correct at time of going to press.
Whilst on HolidayShould you have a concern or problem with any part of your holiday whilst at the Park, you must report this to the Reception Team at the Park straightaway. This provides the team the opportunity to rectify any issue immediately. Unfortunately, any refund or compensation claim cannot be dealt with after the holiday has taken place and any claim may be rejected if a report has not been logged by the team at the Park. If, however, you feel that the reported matter has not been resolved during your holiday then please write to our central Guest Relations Team at Haven, 1 Park Lane, Hemel Hempstead, Herts. HP2 4YL within 7 days of returning from your holiday. Any correspondence must be in writing, from the lead guest on the booking and letters must carry the signature of the lead guest due to the Data Protection Act 1998. Please write your holiday reference number on your letter and include your daytime and evening telephone numbers. The Guest Relations Team, on receipt of your letter, will contact the Park for a full report into your concerns in order to respond appropriately. Therefore, it is imperative that the issue is reported to the Park whilst on holiday to enable a speedy and complete response. Our response to your concerns will be replied to within 28 days.
Any questions? We aim to provide all the information you need in our brochure, but should you have any queries or special requirements please don’t hesitate to call our Customer Care Department on 0871 230 1908 (9am-7pm Monday-Saturday).
CONDITIONS OF BOOKING
The Holiday Contract A contract between you and Haven is made when either of the following “booking conditions” are met:
1. We accept your booking and deposit payment by issuing written confirmation or
2. When booking by telephone or online, we inform you that your booking is confirmed or
3. Your Travel Agent tells you your booking is confirmed.
The contract binds you and all the members of your party. It is your responsibility to ensure that all members of your party accept these terms and conditions of booking. Failure to disclose all relevant information or comply with these terms may lead to termination of the contract, and loss of the booking.
If you change your booking Should you wish to make a change after your booking is confirmed, such as the type of pitch, we will always try to meet your request. However, a charge of £10 per alteration will be payable. Substantial changes, such as a different location or dates, will be treated as a cancellation (see below). Any changes which result in the holiday being cancelled within 8 weeks of the departure date may result in no refund being due. If you have purchased the Holiday Protection Cancellation Plan any refund will be subject to the sliding scale shown below. If you have purchased your own holiday cover then please liaise with your provider.
If you cancel your booking Should you wish to cancel your holiday please call the Customer Care Department immediately on 0871 230 1908, and they will advise you of the procedure.
Our Holiday Protection Cancellation Plan covers cancellation of your holiday should you or any other member of your holiday party be unable to travel, especially in respect of sickness, jury service or redundancy. Should you or any member of your party be unable to travel due to sickness, redundancy or jury service and have taken out our Holiday Protection Cancellation Plan, written proof in the form of a doctor’s certificate, employer’s or court notification will be required by recorded delivery 48 hours prior to your confirmed holiday start date. Having complied with this requirement, guests who need to cancel their holiday due to sickness, redundancy or jury service will be entitled to a full refund of all monies paid subject to:
1. An administration charge based on the deposit amount paid at the time of booking
2. Notice to cancel with written proof, being received at least 48 hours prior to the start of the holiday, whereafter the refund will be capped at 30% of the total holiday costs.
3. Payments made with vouchers, credit notes or transfer notes, which will not be refunded.
Holiday Protection Cancellation Plan sliding scale of cancellation charges
| Number of days in advance of holiday start date cancellation charges are payable | Cancellation charge |
| 56 days or more | Insurance premium(s) plus Deposit |
| 55-43 days | Insurance premium(s) plus 30% of total holiday cost |
| 42-29 days | Insurance premium(s) plus 50% of total holiday cost |
| 28-8 days | Insurance premium(s) plus 90% of total holiday cost |
| 7 or less days | Insurance premium(s) plus 100% of total holiday cost |
In all cases the minimum cancellation charge is £25 per pitch cancelled but varies dependent on the deposit amount paid at time of booking. Where repaid, payments made by credit/debit card will be repaid to the same card. If you do not take out our Holiday Protection Cancellation Plan or cover of your own <strong>NO REFUND WILL BE GIVEN ON ANY MONIES PAID.</strong>
If we change or cancel your booking As an experienced and responsible operator, our aim is to provide all the services, facilities and entertainment as described in our brochure and on our website. Should it be necessary for us to make any major changes to your booking, or in exceptional circumstances cancel your booking, we will endeavour to advise you, or your travel agent, and provide the following options:
a) a replacement holiday comparable or superior to the one booked or
b) a replacement holiday together with the difference in price between the replacement holiday and the holiday booked or
c) a full refund
In addition to the above and provided it does not arise from circumstances beyond our control, we will also pay you compensation for any provable loss. Should a sole use event be booked subsequent to your reservation, in the interest of your holiday enjoyment, we reserve the right to cancel your booking and provide you with an alternative as outlined above. If your holiday is cancelled through non payment by yourselves then the above terms DO NOT apply. Please therefore ensure that you read these terms and conditions in relation to when payment must be received by Haven Holidays.
Limitation of Liability We accept responsibility for those arrangements of your holiday which are within our control, but we cannot accept liability for any injury, loss or damage suffered by you or any other member of your party, unless one of the following applies:
(1) there was wilful default by us, our employees or agents
(2) death or personal injury was caused by the negligence of Haven Holidays, our employees or agents.
For all claims other than death or personal injury, which result from the non-performance or improper performance of our contract, we will pay compensation that is reasonable in all circumstances. However, our liability to you is limited to the total cost of the holiday amount paid as per your final holiday invoice from Haven Holidays. Please notify any shortcomings or complaints to the Reception/Duty Manager immediately, so that they can be remedied. Claims may be reduced or rejected if we have not been given the opportunity to put matters right or investigate your concerns.
If you cut your holiday short we are not obliged to offer a refund.
GENERAL
In these booking conditions ‘you’ and ‘your’ refers to the person who makes the booking; ‘we’, ‘us’ and ‘our’ refers to Haven (a trading division of Bourne Leisure Limited of 1 Park Lane, Hemel Hempstead, Herts, HP2 4YL); ‘holiday party’ refers to those persons named on the booking and any person added at a later date; the ‘Park’ means the Holiday Park you have chosen for your holiday. Please note that all points covered in the ‘Holiday and Booking Information’ and ‘How to Book’ sections of this brochure also form a part of these Conditions of Booking. All bookings are subject to these Conditions of Booking and to availability.