PLANNING YOUR HOLIDAY
Arrival and departure times Accommodation is available from 4.00pm, or earlier for some models - please check the key collection time on your booking confirmation. We ask that you vacate your accommodation by 10.00am on your day of departure.
Early arrivals Guests arriving early are welcome to check in and enjoy the Park facilities until their accommodation is ready.
Late arrivals (after 6.00pm) If you expect to arrive after 6.00pm please let the Park know to arrange key collection. Dinner, Bed & Breakfast guests are reminded that restaurants close at 7.00pm, although food, drinks and snacks are available to purchase on the Park.
Non-arrival Unless the Park is previously notified, accommodation unclaimed by 10.00am on the day following your holiday start date will be treated as a cancelled booking.
ALL YOU NEED TO BRING
Self-Catering All cooking items, crockery and cutlery are provided. Bed Linen is provided with the holidays shown within this brochure except in Standard and Standard Plus accommodation where it is available for hire. On certain promotional offers bed linen may be charged as an extra in all Self-Catering accommodation. Bring washing up items, towels, toilet rolls, toiletries and your personal holiday belongings.
Dinner, Bed & Breakfast Towels and bed linen are provided, so all you need to bring are toiletries and your personal holiday belongings. Dinner, Bed & Breakfast & Diner’s Choice holidays and breaks provide breakfast and evening meals, including dinner on the day of arrival, and breakfast on the day of departure. All meals offer vegetarian options and we always try to meet other dietary requirements when informed in advance.
Launderettes Lighten your luggage. All Parks have modern launderettes, at normal charges.
Hire Goods deposit A deposit of £10 will be required for each hire goods item.
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. However, our adapted Holiday Homes are not suitable for independent wheelchair users travelling alone. We provide advice, information and a good choice of Parks that meet a variety of access needs. Many Self-Catering caravans and chalets on selected Parks are modified or fully adapted for wheelchair use. 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.
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 in Self-Catering and Dinner, Bed & Breakfast accommodation are available for an extra charge. A maximum of 2 cots can be accommodated in caravan holiday homes. Cots in Self-Catering need to be located in the living area and in Dinner, Bed & Breakfast accommodation cots are usually located in the main sleeping area. Please note that only one cot can be accommodated in caravan living areas if the pull out bed is being utilised. You will need to bring your own cot linen. Please call 0871 230 1908 for full cost and hire deposit details. Highchairs are available in the restaurants. In all accommodation cots and highchairs need to be requested at the time of booking and are subject to availability.
Children’s Clubs and activities We provide a range of special indoor and outdoor facilities for children. Little Cubs (1-4’s) and Club R&B (5-11’s) operate on all Parks from March right through to October. Little Cubs is an activity programme suitable for parents with children aged 12 months 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 5-11 age groups.
Parental responsibility and supervision Children 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 (12-16+) With their own dedicated leader, T-Co Zone provides (parent free!) activities and facilities for teenagers, on all Parks throughout the season.
Obeying instructions and safety 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 in selected accommodation at many Parks, but reserve the right to refuse certain breeds. We charge £40 per dog per 8/7/6 nights and £20 per dog per 5/4/3 nights with a maximum of two dogs per booking. 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. We accept dogs in Standard and Standard Plus accommodation excluding 2009 Model Caravans and Craig Tara Apartments. 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. 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 Brasiliero, plus any other type appearing to be bred for fighting.
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 the disabled. Please also note that at certain Parks dogs are not allowed on the beach between 1 May to end of October. (Note: where a public footpath or right of way crosses our Parks, dogs have every right to be there).
Registered Assistance dogs for the disabled There’s no charge for Registered Assistance dogs for disabled guests, in Self-Catering or Dinner, Bed & Breakfast accommodation. No other dogs are allowed in Dinner, Bed & Breakfast accommodation.
Other pets These may be permitted at the discretion of the Park General Manager. Please contact the Park direct to discuss charges prior to making your booking.
No pets Parks that do not permit animals are clearly identified on the individual Park pages. We regret that we cannot accept pets in Dinner, Bed & Breakfast accommodation.
MAKING THE MOST OF YOUR HOLIDAY
Family and adult holidays Our Holiday Parks and facilities are intended for family and adult holidays. Bookings by persons of 21 years of age or younger whether for couples or groups of this age group and whether single sex or mixed are not accepted. We also reserve the right to not accept single sex bookings of any age. We may apply discretion in certain circumstances. We reserve the right to retain the keys for accommodation if this condition is contravened. We also reserve the right to refuse or terminate a booking where we feel that the comfort of our guests may be put at risk.
Sports 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 and declare this at the time of booking. Failure to do this could result in the accommodation keys being retained and the booking cancelled with no refund available.
Care of facilities Please treat your holiday property and Park facilities 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. Accommodation is inspected at the end of every stay and any loss or damage may be charged for. We reserve the right to enter accommodation under exceptional circumstances, or for emergencies.
Ball games For the comfort of all our guests these are not permitted in the areas between and around accommodation.
Holiday home occupation Occupation of accommodation and use of facilities is strictly limited to those named on the booking. If this legal requirement is not met, the booking will be terminated and you will be asked to leave, with no refund available.
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 Parkan appropriate amount of vehicles relating to the occupancy of the accommodation. 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 price grids on the individual Park pages show the holiday cost for the holiday dates and accommodation you choose. This includes the FunWorks entertainment passes element mentioned below. Add to this all supplements for cots, pets and hire goods deposits etc., not forgetting Cancellation Plan, Personal Insurance and Car Breakdown cover, to arrive at the total holiday cost.
‘Brochure Prices Held’: 2009 brochure prices are held at 2008 2nd Edition brochure prices, subject to the yearly movement of Easter dates and Bank Holiday periods. Please note that prices in the 2008 2nd Edition brochure which were incorrect due to genuine errors or misprints, have subsequently been amended and are displayed accordingly.
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 in the rate of VAT.
Customers are reminded that our brochure prices and charges are subject to change and may go up or down in response to changing market pressures.
Paying the holiday balance Deposits are deducted from the full amount, leaving a balance payable 8 weeks before the start of the holiday. This date is clearly shown on your holiday confirmation and balance reminders will not be sent. Bookings made within 8 weeks of the holiday start date are payable in full. We cannot accept cheques within 4 weeks of your holiday start date. If the balance is not received by the due date, the holiday will be treated as a cancellation and any monies already paid will be forfeit.
Your final confirmation Please keep your final confirmation safe as this must be presented on arrival.
Holiday payment and 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 Cancellation Plan which covers you and your holiday party if you cancel your holiday, or a plan giving comparable cover. Our Cancellation Plan is automatically added to holiday bookings - £24 per 8/7/6 nights or £16 per 5/4/3 nights, per accommodation unit 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 Cancellation Plan or cover of your own NO REFUND WILL BE GIVEN ON ANY MONIES PAID.
Special and promotional offers All 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.
Privately owned caravans Certain caravan accommodation are not owned by us, but managed and let by us on behalf of the owners. Where owners are not registered for VAT an additional handling fee of 17.5% (inc. of VAT) is incurred, making the price for similar accommodation identical.
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.
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. For some specific promotional activity FunWorks Passes may be an additional charge. Please note that all adults booked must appear on the Electoral Role 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. 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 seasonavailability 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 all the main Park venues and facilities and activities, with very few exceptions. 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 and/or age restrictions, and session bathing may be provided 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 now 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. We would also ask holidaymakers to refrain from smoking in all holiday accommodation. In certain accommodation we do not allow smoking. However, we cannot guarantee that any accommodation has been smoke free.
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.
Lost property If you leave property in your accommodation after leaving, whilst we will endeavour to do everything within our remit to return the item, we cannot be held responsible for any loss or damage.
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.
Comments or concerns If you have a complaint about your holiday whilst on the Park, you must immediately notify Reception or the Guest Relations Team at the Park during your stay so that we can resolve any problems immediately. If, at the end of your holiday, you feel that we have not dealt with your complaint satisfactorily, please write to the General Manager at the Park or alternatively, write to our Guest Relations Team at Haven, 1 Park Lane, Hemel Hempstead, Herts, HP2 4YL, within 7 days of returning from your holiday. All complaints must be in writing, from the lead passenger on the booking and letters must carry the signature of this passenger due to the Data Protection Act 1998. Please write your holiday reference number on your letter and include your daytime and evening telephone numbers. Unfortunately, if you do not give us the opportunity to resolve the problem locally by reporting it to the Park, then we may not be able to deal positively with any complaint on your return. All complaints must be submitted within 7 days to allow it to be investigated properly. You will receive a response to your complaint 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 accommodation, we will always try to meet your request. However, a charge of £20 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 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. Cancellation will not take effect until we receive written confirmation sent by recorded delivery. If this is not received before your holiday is due to start no refund will be given. Please note, if we do not receive full payment for your booking by the due date, we will be forced to cancel your booking and you will forfeit any monies paid.
Our Cancellation Plan This covers cancellation should you or any other member of your holiday party be unable to travel due to sickness, redundancy or jury service. Proof in the form of a doctor’s certificate, employer’s or court notification will be required in writing by recorded delivery prior to your confirmed holiday start date. Customers covered by our Cancellation Plan and complying with any of the conditions above in respect of sickness, redundancy or jury service will be entitled to a full refund of all monies paid subject to:
1. An administration charge of £50.
2. The sliding scale below applies when cancelling a holiday.
3. Payments made with vouchers, credit notes or transfer notes, which will not be refunded.
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 days or less Insurance premium(s) plus 100% of total holiday cost
The minimum charge is £50 per accommodation unit cancelled. Where repaid, payments made by Credit/Debit Card will be repaid to the same Card. If you do not take out our Cancellation Plan or cover of your ownNO REFUND WILL BE GIVEN ON ANY MONIES PAID.
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. 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.
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 ‘Easy Booking’ 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.