Holgates Booking Terms and Conditions

Please read these Holiday Booking Terms & Conditions carefully. You confirm, in making a booking, that you, as the lead name of the party, are 21 years of age or over and have the authority to and accept, on behalf of your party, the terms and conditions set out below. It is your responsibility to ensure that all members of your party are aware of these terms and conditions.

1. ‘We’ and ‘us’ means any one of the Holgates Family Group of companies which operates our holiday parks and include;
• Holgates (Caravan Parks) Limited, Co. Reg: 00570598; VAT No: 153 8708 49 – for Silverdale & Hollins Farm Holiday Parks, Cottages – The Barn, Hollins Cottage, Cove Lodge, Hillberry Cottage, Pier Cottage, Tower Cottage
• Holgates Leisure Parks Ltd, Co Reg: 06315158; VAT No: 920 3114 78- for Bay View & Marsh House Holiday Parks, Keer Cottage
• Holgates Silver Ridge Ltd, Co Reg: 07393061; VAT No: 998 8445 30- for Silver Ridge Holiday Park, Cottages – The Pepperpot, The Knott
• Rimington Leisure Park Ltd, Co Reg: 11723804; VAT No: 311 1570 56 for Ribble Valley Holiday Park
Registered Office (all companies): Middlebarrow Plain, Cove Road, Silverdale, Carnforth, LA5 0SH. Tel: 01524 701508. Email: info@holgates.co.uk

1.1 The relevant company is the owner of the accommodation. The contract is subject to English law and the courts within England and Wales. All terms are either per week, per short break, per night or any other agreed duration, for the accommodation or pitch, as equipped and described. Such accommodation/pitch can only be used for holiday letting for the duration of your booking. No booking is protected under the Protection from Eviction Act 1977 or any similar applicable legislation.

1.2 These Terms & Conditions apply whether you make a booking via our website, by email, telephone or in person. Any bookings made via a third-party booking agent, e.g. Cottages.com, Airbnb, PitchUp etc, are subject to the Terms and Conditions of the relevant booking agent in relation to the booking process, payment, cancellation, etc. Such bookings are however subject to our park rules, behaviour standards and other relevant requirements as set out in these Terms & Conditions.

2. Check-in times:
1pm Touring & Tent Pitches
4pm Holiday Homes, Lodges, Cottages & Glamping Pods
Check-in times are subject to change due to business needs and events beyond our control. If you expect to arrive after 6.00pm or are unable to arrive on the first day of your booking, please contact us as soon as possible to confirm our out of office check in process. If you have not contacted us and do not arrive within 24 hours of your scheduled arrival time your booking will be cancelled and no refund will be due.

2.1 Check-out times:
10am Holiday Homes, Lodges, Cottages, & Glamping Pods
12 noon Touring & Tent Pitches
Please ensure that you leave the accommodation/pitch in a clean and tidy condition. You are responsible for any damage incurred or loss sustained during your stay.

3. Your Party – We are a family holiday park operator and so normally only accept bookings from families or couples. The total number in your party must not exceed the capacity of the accommodation or pitch, as advertised by us. If you plan to travel in a larger group, please contact the Bookings Manager on 01524 701508 prior to making your booking to discuss your requirements. We reserve the right to decline parties of any size or age, if they are not a family or couple. We may ask for identification on arrival. If we ascertain bookings are being made individually in order to negate our policy, we reserve the right to cancel your booking prior to arrival or require you to leave the park if you do not comply with our policy. We do not accept bookings from unaccompanied teenagers, unisex parties or groups. Bookings must include a member of the party aged 21 years or over. We reserve the right to deny a holiday booking at any time. A group booking consists of three or more reservations at the same time/overlapping time period.
We do not knowingly accept bookings from or allow anyone to visit our parks who is subject to the requirements of the Sexual Offences Act 2003, subject to a Risk of Sexual Harm Order or Child Abduction Notice or is a convicted child sex offender.

4. Making a Booking – All offers and bookings are subject to availability. A binding contract comes into existence between you and the company once we have received your deposit and we have issued a booking confirmation by email. You must check your booking confirmation as well as all other documents we send you carefully as soon as you receive them. If any information appears to be inaccurate please let us know immediately. We regret that we cannot accept any liability to make changes if we are not notified of inaccuracies within 24 hours of issuing your booking confirmation. We aim to ensure that you receive the accommodation that you have booked but this can never be guaranteed. On occasion, it may be necessary to provide an alternative, for example upgraded accommodation, for reasons out of our control.

4.1 Payment – To secure your booking, you will need to pay a non-refundable standard deposit. When you book you must pay the applicable deposit requested or full amount. Payment may be made in full or by deposit to secure your holiday booking. Deposits may be taken up to 6 weeks prior to the commencement of your holiday. The full balance is due no later than 6 weeks before the start of your holiday. Please keep your final confirmation safe as you must present this on arrival at Park. If the balance is not received by the due date, then your holiday will be treated as a cancellation. Bookings made within 6 weeks of the holiday start date must be paid in full at the time of booking.

4.2 Prices – We reserve the right to alter prices at any time, which may go up or down. We will advise you of the current price at the time of booking. If you take advantage of a special offer or promotion, we will not increase the price after we have confirmed your holiday. Promotion codes cannot be used alongside other offers. If the price of your holiday goes down after we have confirmed your holiday, we are unable to refund the difference.

4.3 Our prices and charges shown are inclusive of VAT (where applicable). We reserve the right to amend the VAT element of our pricing due to any government changes in VAT.

4.4 Additional supplements may apply such as pets etc. If we have undercharged you due to a genuine and honest mistake on our part, we will contact you to cancel your booking and offer you a full refund or give you the option to pay the full price. If we have overcharged you due a genuine and honest mistake on our part, we will contact you and issue a refund of the overcharged amount.

5. Bed Linen/Towels (Accommodation/Luxury Pod/Deluxe Dens only)
Except for cots, bed linen is only provided in the following accommodation types;
• Holiday Homes and Lodges
• Cottages (+ towels incl.)
• Luxury Pods, Deluxe Dens
Bed linen will only be provided for the number of guests booked.

5.1 Towels can be provided at an extra charge of £5 per person to include 1 x hand towel and 1 bath towel for the following accommodation types, for the number of guests booked.
• Holiday Homes and Lodges
• Luxury Pods and Deluxe Dens
Please bring your own towels if you are planning to use the on-park swimming pool (where applicable) or visit a local beach. Towels provided by Holgates should not be used outside of the accommodation.

5.2 Cots and Highchairs – Cots and highchairs are available with no extra charge by contacting our reception team prior to your stay. Please note, cots do not fit in the bedroom in all accommodation, please contact the reception team for more information. Please note that you will need to bring your own cot linen.

5.3 Special Requests e.g. for adjacent or specific accommodation – Whilst these cannot be guaranteed, every effort will be made to satisfy special requests. When booking online, you will be allocated the first available accommodation unit. Any special requests or requirements must be organised through our team on 01524 701508.

5.4 Pets – We welcome well-trained dogs in designated accommodation at our Parks on payment of an additional fee. Subject to the accommodation type (see below) you may bring a maximum of two dogs on payment of a surcharge of £45 for one dog, or £65 for two dogs, for each booking.
• Holiday Homes and Lodges – max. 2 dogs
• Cottages – max. 2 dogs
• Glamping Pods – max. 1 dog
There is no charge for Registered Assistance dogs using our accommodation. You must tell us that you are bringing a pet at the time of making your booking and may only use designated accommodation. The company reserves the right to apply additional charges and/or terminate the booking if you fail to disclose that you are bringing a pet. You must bring your own pet basket with you and ensure that your pet(s) do not lie on the beds or chairs. If you would like to bring a pet other than a dog please contact us prior to making your booking.

5.5 We reserve the right to require the owner of any dog or pet considered disruptive or affecting the comfort of guests to remove it from the park. Dogs must not be left unattended in accommodation or on the park. They must be exercised on a lead, and in the charge of an adult at all times. You are responsible for cleaning up after your dog. Dogs are allowed in designated areas only, please speak to your park team on arrival for details of where your dog is welcome on individual parks.

5.6 Under no circumstance are dogs specified in the Dangerous Dogs Act permitted on our parks.

5.7 Smoking – Smoking is not permitted in any accommodation or public facilities. This includes the use of E-cigarettes and vaporisers. There are designated smoking areas outside the bar and restaurant facilities and an ashtray is provided outside the accommodation.

8. Activities and Facilities – We reserve the right to alter or withdraw amenities or facilities or any activities without prior notice where reasonably necessary due to repairs, maintenance, weather conditions and/or circumstances beyond our control. Opening times may be limited outside the main holiday season. Certain facilities and activities are subject to an additional cost and have age restrictions. Some facilities may be restricted to peak periods only, please check at the time of booking. In accordance with UK licensing laws, we can only sell alcohol to persons aged 18 or over. The company operates a Challenge 25 policy in all licenced premises. We may require you to show proof of age using an approved form of identification. Whilst we are a family holiday park operator, we cannot take responsibility for children in your party. When using the facilities, you are responsible for your children, and they must be always supervised.

9. Your Vehicle(s) – We aim to provide you with a parking space for one car which is within a short walking distance of your pitch or accommodation, although this cannot be guaranteed. Your vehicles, their accessories, and contents, are left entirely at your own risk. We cannot accept responsibility for any loss or damage from or to any vehicle from any cause whatsoever. A speed limit of 10 MPH is in force on the park must be followed for the safety of all our guests. Only private motor vehicles should be brought onto the park. All commercial vehicles, including vans and all sign-written vehicles, can enter the park but must be parked in designated areas away from pitches. Parking and other regulations may vary between our Parks.

10. Behaviour Standards – By making a booking you agree, for yourself as well as all members of your holiday party:
• To keep the accommodation clean and tidy;
• To leave the accommodation in a similar condition as you found it when you arrived;
• To behave in a way at all times while at the accommodation which does not break any law;
• Not to use the accommodation for any illegal or commercial purpose;
• Not to sublet the accommodation or any part thereof or otherwise allow anyone to stay in it who we have not previously accepted as a member of your party;
• Not to behave in an anti-social manner, breach the peace or otherwise act in a way which may disrupt or affect the enjoyment of others;
• To comply with any restrictions/requirements including but not limited to any restrictions on party composition.
• To act in a courteous and considerate manner towards anyone visiting, using or working on the holiday home or the park including us, our staff, other customers of ours and users of other holiday homes and accommodation at the park
• To supervise children and pets properly ensuring that they are not a nuisance or danger to themselves or others
• Not to commit any criminal offence at the park or use the holiday home in connection with any criminal activity, commit any acts of vandalism or nuisance, use fireworks, keep or carry any firearm or any other weapon at the park, use any unlawful drugs, create undue noise or disturbance, carry on any trade or business at the park or permit to occupy the holiday home anyone who to your knowledge has committed a sexual offence against a child (other than one that is spent by reason of the Rehabilitation of Offenders Act 1974), is subject to the notification requirements of the Sexual Offences Act 2003 (as amended) (‘on the sex offenders register’, or has been issued with a Risk of Sexual Harm Order or a Child Abduction Notice
You accept that any breach of these behaviour standards may bring about the immediate termination of your holiday booking as well as any other associated holiday bookings without notice or refund due. You acknowledge that you will be required to leave the park within one hour of such termination and future bookings may not be accepted.

10.1 Unreasonable Behaviour – We reserve the right to terminate a holiday after you have checked in if, in the opinion of the management, the unreasonable behaviour of you or anyone in your party is likely to impair the enjoyment, comfort, safety, or health of other guests or members of staff. In such cases, no refund will be provided.

10.2 Damage to the Accommodation – You are liable for any damage caused in the accommodation during the period of hire and may be charged for it, including any additional cleaning costs incurred by us. We retain the right to enter the accommodation (without prior notice if this is not practical or possible) in exceptional circumstances or if emergencies arise, for example, if repairs need to be carried out. All guests are expected to treat our holiday accommodation and park facilities with care so that others may continue to enjoy them. Any accidental damage must be reported to Reception immediately so that we can make the necessary repair or replacement. Accommodation will be inspected at the end of your stay.

11. Changing Your Booking
If you have booked your holiday directly with Holgates online, via phone or in person, and need to rearrange your dates or amend your accommodation, please contact us as soon as possible by calling 01524 701508 and on the same day send us written confirmation by email to reception@holgates.co.uk quoting your Booking Reference Number. You may be able to rearrange your holiday, during the same calendar year, subject to payment of an administration fee of £30.00 incl. VAT (for accommodation bookings and glamping pods) or £15.00 incl. VAT (for touring & tent pitch bookings) and payment of any difference in price for the new dates.
You are not entitled to any refund should you or any of your guests leave before the end of your holiday.

11.1 Cancellation by You
You may cancel your holiday at any time. If you need to cancel, please contact us as soon as possible by calling us on 01524 701508 and on the same day send us written confirmation by email to reception@holgates.co.uk including your Booking Reference Number. Cancellation will be effective on the date on which we are informed of your cancellation. We will confirm your cancellation in writing to you and refund any payments you have made to us in respect of the booking according to the schedule below
More than 42 days – We will retain the full standard deposit paid but refund all other payments
29 to 42 days – we will refund 50% of the total accommodation cost paid
28 to 14 days – we will refund 35% of the total accommodation cost paid
14 days or less – we will refund 20% of the total accommodation cost paid

11.2 Changes or Cancellation by Us – If, for reasons out of our control, we are unable to provide the holiday you have booked, we will offer you an alternative holiday which is of equivalent value, a replacement holiday which is less expensive than the one you have booked (with a refund of the difference) or a full refund. Very occasionally, in circumstances of ‘force majeure’ as defined in paragraph 12.1, we may have to cancel your booking. We will tell you as soon as possible and offer you an alternative holiday of equivalent value, a replacement holiday which is less expensive than the one you have booked (with a refund of the difference), a credit note to be used against a future stay or a full refund. We regret that we cannot pay compensation or any reimbursement of any costs or expenses which you may incur as a result of any such cancellation or change.

11.3 Even after we have sent you written confirmation, we retain the right to cancel a booking where there are reasonable grounds to believe that the booking is not legitimate, you are likely to breach these booking conditions, you have provided inaccurate information, or you have behaved in a vexatious, abusive or unlawful manner towards our staff. If we cancel your booking in these circumstances, we will tell you in writing and will not hold any legal or financial responsibility to you.

12. Liability – Neither we, nor our employees or agents, accept liability for any personal injury, loss or damage which may be sustained by you or any other members of your party except where it arises from the negligence or wilful default of us, 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 may compensate you through either monetary payment or offer you a reduced or complimentary holiday break. No compensation will be payable unless matters have been reported in line with our complaints procedure as set out in paragraph 15. Where alternative accommodation has been offered and refused, we reserve the right not to make any further compensatory offers.

12.1 Force Majeure – We cannot accept responsibility or pay any compensation where the performance or prompt performance of the contract is prevented or affected by reason of circumstances which amount to “force majeure”. These include any event which we could not, even with all due care, foresee or avoid. Such circumstances include the destruction or damage of your accommodation (which cannot reasonably be remedied to a satisfactory standard before the start of your holiday) through fire, flood, explosion, storm or other weather damage, break-in, criminal damage, riots or civil strife, industrial action, natural or nuclear disaster, war or threat of war, actual or threatened terrorist activity, epidemic or similar situations beyond our control.

13. Website Accuracy – We have taken care to ensure accuracy with the website, however information and prices may have changed by the time you book. We may use representative images and artists impressions for visualisation purposes. Whilst every care is taken to ensure that the details and photos shown on the website are correct, we cannot accept responsibility for errors contained therein or the results thereof.

14. Privacy Policy – Holgates is committed to protecting your privacy. Our Privacy Policy, outlined below and on our website, www.holgates.co.uk/privacy-policy/ explains our data processing practices and your options regarding the ways in which your personal data is used. If you have any requests concerning your personal information or any queries about our processing, please contact us at reception@holgates.co.uk

14.1 Information Collected – We collect details provided by you on completing an enquiry form, brochure request or holiday booking. This information is likely to include your name, contact details, payment details, party information and any additional information that we may need to help meet your personal requirements. Please note that we do not retain debit/credit card details. We may collect additional information in connection with your participation in any promotions or competitions offered by us and information you provide when giving us feedback.

14.2 Use of Your Information
Your information may be used by all Holgates group companies. We may use the information you provide for the following reasons;
– process your request for a holiday booking
– to provide information or details that you have requested
– to personalise our website for repeat visitors
– for statistical purposes
– to prevent fraud
– manage customer service enquiries
– to tell you about products or services we think may interest you and/or inform you about changes to our website, services, goods, or products

14.3 We will never pass your personal information to anyone else, except where we are required or permitted to do so by law, for any successors in title to our business and suppliers that process information on our behalf in the UK. We may also use and disclose information in aggregate (so that no individual customers are identified) for marketing and strategic development purposes.

14.4 By providing your personal data to us, you agree to your data being processed and stored for any of the reasons above. We do our utmost to ensure that all reasonable steps are taken to make sure that your data is treated and stored securely. If you book a holiday with us, we are legally obliged to retain and store your information for seven years. If you request a brochure, or complete an enquiry form, we will retain and store your information for one year. We retain and store your information whilst it is required for relevant purposes or to meet legal requirements. Your information will be disposed of in a secure manner when it is no longer required.

15. Complaints, Comments and/or Concerns – We will do everything possible to provide you with an acceptable standard of accommodation. However, if you experience a problem, please report it immediately to Reception where remedial action, as appropriate, will be taken. We will do our best to resolve the problem as quickly as possible. If we are unable to resolve the problem to your satisfaction, we will endeavour to move you to an alternative unit or pitch in a similar or upgraded category, subject to availability. If, at the end of your holiday, you feel that we have not dealt with your complaint satisfactorily, please email reception@holgates.co.uk within 28 days of your return providing full details. You will receive an acknowledgement allowing us 14 days to investigate. The company cannot accept any liability in relation to any shortcomings or claim of whatever nature if you fail to notify us of any complaint you have during your stay, allowing us the opportunity to resolve issues to your satisfaction whilst you are on park.