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.
Non-arrival Unless prior arrangements have been made with the Park, pitches will not be held after 6pm on the day of arrival.
Back to topSpecial Requirements
If you have any special requests regarding your holiday 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.
Back to topDisabled 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.
Honest advice We will provide honest and accurate advice - for example, which Parks are only suitable for some disabled guests with assistance and where wheelchair access is limited.
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.Back to topChildren
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 1933 for full cost and hire deposit charge details. High chairs are available in the restaurants.
Kids’ 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.
Back to topPets
We welcome well-trained dogs at most Parks, but reserve the right to refuse certain breeds. There is a charge of £3 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.
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 the 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.
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.
Back to topMaking 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 not to accept single sex bookings of any age. We may apply discretion in certain circumstances. 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.
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 please contact the Park direct. 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 Park 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 whereby a 10 or 16 amp restriction applies depending on pitch. Some pitches at Lakeland have a 6 amp restriction. 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.
Ball games For the comfort of all our guests these are not permitted around the pitches and 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 to 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.
Back to topYour Booking
Holiday Prices The prices shown on 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 and are inclusive of VAT and are based on 2 people sharing. Less than 2 people must pay the 2 person pitch price.
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. 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 available) and car parking space for one car, (each additional car will carry a supplement of £3 per night).
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 night of the week. Simply calculate the pitch price according to the number of nights in the price band required. Supplements will be charged for parties of over two people, 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 Cancellation Plan and Personal Insurance or Car Breakdown and Recovery Insurance cover if required, must also be added, and are strongly recommended to give you peace of mind.
Price Guarantee We guarantee that once you have made your booking and paid a deposit we will not increase your holiday price unless you make a change to your booking, although we reserve the right to amend the VAT element of prices in the event of a change in the rate of VAT.
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 8 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 8 weeks before the start of your holiday. Seasonal pitches (Long Lets) require a 10% deposit of the total holiday value at time of booking. The balance due date will be shown on your holiday confirmation. Please note balance reminders will not be sent.
Final Confirmation Please keep your final confirmation safe as you must present this on arrival at your Holiday Park. If the balance is not received by the due date then your holiday will be treated as a cancellation and any monies already paid will be forfeit.
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 - £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 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.
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.
Back to topPark facilities
FunWorks Passes For every guest a FunWorks Pass is included in the holiday price, allowing use of the swimming pools, Kids’ Clubs, leisure and entertainment facilities. 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. Passes for Spring and Autumn (Off-Peak) excluding Bank Holidays and School Holidays are at a lower (included) rate to reflect any reductions in entertainment and facilities and this is reflected in the holiday prices shown on the price panels. The cost of these FunWorks passes is included in the prices shown on the price panels on each Park. All holidaymakers names and addresses 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. 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.
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 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 pitches, entertainment, sports activities or any facility may be temporarily 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 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.
Back to topOther 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 selected offers (unless otherwise stated). Advance bookings are those made at least 12 hours prior to arrival. Membership of the Freedom Trail Club is on an annual basis, is not transferable and we reserve the right to increase, withdraw, alter or amend any offers and benefits of the Freedom Trail Club.
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.
Acts and artists Those featured in our brochure are representative of those planned to appear in 2009, 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.
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 and 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.
Comments or concerns If you have a complaint about your holiday whilst on the Park, you must immediatelynotifyReception 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 during your holiday, 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 Departmenton0871 230 1908 (9am-7pm Monday-Saturday).
Back to topConditions 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 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 £25, unless your cancellation occurs within 48 hours of your holiday start date, in which case the refund will be limited to 30% of the total holiday cost. 2.The sliding scale below applies when cancelling a holiday for reasons other than those shown above. 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 £25 per pitch 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 own
NO 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. Please note we cannot accept responsibility for any loss or damage caused to your Tourer, Motorhome, Tent or Trailer Tent and any other property when left unattended.
If you cut your holiday short we are not obliged to offer a refund.
Back to topGeneral
In these booking conditions ‘you’ and ‘your’ refers to the person who makes the booking; ‘we’, ‘us’ and ‘our’ refers to Haven Holidays (trading divisions of Bourne Leisure Limited of 1 Park Lane, Hemel Hempstead, Hertfordshire, 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 ‘Your 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.
Back to topData Protection Policy Statement
Use of Your Personal Information Bourne Leisure Ltd is notified (registered) as a data controller under the Data Protection Act 1998. The Data Protection Act places obligations on users of personal information and lays down principles for its use. Information has to be processed fairly and lawfully, and you are entitled to know how we intend to use any information you provide. Bourne Leisure Ltd will use the personal information that you or your Travel Agent provide to process your booking and provide you with your holiday. We may also need to pass your information to third party service providers such as insurance companies and travel providers. We will only correspond with the lead customer on the booking or their Travel Agent in respect of your booking. It is your responsibility to inform all other members of your party what information about them you are providing to us, and what we will use it for. Information about health to enable us to assist with any special needs will only be used for the specific purpose(s) for which you have provided it. Where you have booked your holiday through a Travel Agent, or have asked us to book any additional facilities on your behalf you should also refer to the agent/service provider’s own data protection policy for details of how they will use your personal information. Bourne Leisure Ltd, and carefully selected third parties, will also: a) use your information for internal statistical, market research and records purposes. b) share this information with other companies within the Bourne Leisure Group. c) use your information to contact you about other holidays or services brought to you by Bourne Leisure Ltd, or our trading partners. Where we also have contact details in respect of any other persons (over the age of 18) on the booking, we will use this information to contact them about other holidays or services brought to them by Bourne Leisure. If you or adult members of your party do not wish to receive such information please contact the Data Protection Officer, Bourne Leisure Limited, 1 Park Lane, Hemel Hempstead, Herts, HP2 4YL.
Use of ‘Cookies’ Regarding online customers, our website may use ‘Cookies’, a piece of text which asks permission to be placed on your computer’s hard drive. Once you agree, your browser adds that text in a small file. A cookie helps analyse web traffic or logs when you visit a particular site, enabling web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.
Improving our online service Traffic log cookies enable us to identify which pages are being used, by which type of customer and develop our website to better meet our customers’ needs. We only use this information for statistical analysis purposes, then the data is removed from the system. Denial of a traffic log cookie should not prevent you from using one of our sites.
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