Terms & Conditions of Booking
Please read these Terms & Conditions carefully, as together with your Confirmation of Booking and the information on our website and in our brochure, they make up your agreement with us. You will also be agreeing to abide by our Park Rules, which are available on our website. These rules incorporate Health and Safety and other regulations and legislation we must abide by, including the Site Licence for the Park as issued by the Local Authority.
We aim to provide Terms & Conditions which are easily understandable. If there is any term that you do not understand, please discuss it with us before booking.
For any other issues, questions or queries about any of your experiences whilst on the Park please contact Guest Services.
1.1. When the following words are used in these Terms & Conditions, this is what they will mean:
(a) Accommodation: the accommodation that we are providing to you as set out in the Booking, including the pitch and facilities;
(b) Authorised Group Booking: a Booking, or series of related Bookings, which has been specifically authorised as such in writing by Away Resorts prior to acceptance of the Booking (see Clauses 6.3 and 7.3);
(c) Bank Holiday Booking: your request to us for Accommodation where this includes a Bank Holiday period and is for a minimum number of 5 nights;
(d) Booking: your request to us for Accommodation, including a Bank Holiday Booking;
(e) Booking Confirmation: our acceptance of your Booking;
(f) Event Outside Our Control: as defined in clause 14.2;
(g) Park: the Away Resorts Park at which you have booked to stay
(h) Park Rules: the rules that apply on the Park, by which you agree to abide while you are on the Park. These can be viewed on our website and are displayed at the Guest Services of your chosen Park;
(i) Away Resorts/we/our/us: Away Resorts Ltd.
1.2 When we use the words “writing” or “written” in these Terms, this will include email or any other contact unless we state otherwise.
2.1 You submit the Booking to us, but this does not mean we have accepted it. We may or may not do so. Our acceptance of the Booking will take place as described in clause 2.2. If we are unable to supply you with your chosen Accommodation, we will inform you of this and we will not accept the Booking.
2.2 These Terms & Conditions will become binding on you and us when we send you a Booking Confirmation, at which point a contract will come into existence between you and us.
2.3 These Terms & Conditions apply whether you make a Booking via our website, by email, post, telephone or in person. Third party bookings are subject to both the terms and conditions of the booking company, and the park rules and booking terms and conditions of Away Resorts.
2.3.3 If you book to stay privately with a holiday home owner, then you are subject to the terms and conditions of the holiday home owner or any private letting company which they may use Except where they have been caused personal injury by our negligence, Away Resorts cannot accept responsibility or liability for private let guests and any changes, cancellations or booking problems will be referred back to the private letting agent. Private letting guests will still be subject to the park rules outlined below and will also be required to purchase an additional activity & facilities pass if you wish to use any of the facilities on site.
We do not accept bookings from or allow anyone to stay on a holiday park who is listed on the Violent and Sex Offenders Register (or any register which supersedes this). By making a booking you are confirming that no one in your party is on this Register
4.1 The price of the Accommodation will be set out at the time we confirm your Booking. Our prices may change at any time, but price changes will not affect Bookings already confirmed with you whether they go up or down.
4.2 Our prices include the supply of linen, provision of electricity and gas plus entry to the facilities on Park and are inclusive of VAT where applicable, except for certain newspaper promotions such as The Sun annual promotion. Certain grades of accommodation also include towels & other extras, please check the list of inclusions at time of booking.
4.3. The minimum price for any accommodation booking, is £50.
4.4. We do our very best to ensure all prices are correct at the time of publication. If, however, we publish an error, we will contact you as soon as possible to correct this by refunding any overpayment or where there has been an underpayment then (at your choice) either collecting the underpayment or refunding and cancelling your break.
4.5. When you make a Booking, we will ask you to pay a deposit of at least 10% of the cost of your Booking immediately. Where promotional bookings are subject to different rules they will be clearly indicated. If the date for your holiday is within 8 weeks from the date of booking, then the full amount must be paid.
If you book any break less than 14 days before the start of your break, the lead guest will need to make payment via electronic bank transfer or with a debit or credit card (in your name only) either over the phone or at Manage my Account. For payments made via over the phone, this card must be presented along with a form of photo identification at check in before accommodation keys are issued. Identification accepted are driving licences or passports.
4.6. Once your Booking is confirmed you are responsible for payment of the balance, which is due at least 8 weeks prior to commencement of your holiday. If the balance remains unpaid after that time your Booking will be cancelled without a refund.
4.7. To ensure that we are able to communicate with our guests in a speedy and efficient manner all correspondence and invoicing will be via email. Customers requesting paper copies of any documentation to be posted to them will incur a £1.50 charge per item to contribute towards the costs of administration and postage.
4.8. All discounts and special offers are subject to availability, cannot be guaranteed and only one offer can be used for booking.
4.9. Please also note that all discounts and special offers are NOT available on all parks. Please call us on 0330 053 7000 and ask us directly if the offer applies.
4.10. Unless stated, ferry charges are not included within our prices but we can assist you with booking ferry travel if requested. Ferry bookings made within 24 hours of travel cannot be guaranteed and are subject to availability.
The law and how we have to operate the Park may change from time to time. If this happens then we may need to update our Terms & Conditions and Park Rules. You will be able to find the latest version online at http://www.awayresorts.co.uk/terms-and-conditions. If we make any significant changes to our Terms & Conditions or Park Rules after you have booked, which affect your Booking, we will give you the option to cancel your holiday with a full refund.
6.1 We will supply the Accommodation to you from the date set out in the Booking Confirmation, for the number of people stated on the Booking Confirmation and with any additional Special Requests that may have been requested by you, which we may be able to provide.
6.2 We will make every effort to provide the Accommodation, however we may be unable to do so due to an Event Outside Our Control,.
6.3 We may need certain information from you in order to provide the Accommodation, including but not limited to the following:
(a) The number of people for whom the Booking is made, whether they are each under the age of 18 and their names;
(b) Whether you wish to bring a dog or pet (limited to two per Holiday Home);
(c) The number of vehicles you will bring and any special requirements, such as disabled or easy access.
6.4 If you do not provide us with this information after being asked to do so, or if you provide us with incomplete or incorrect information, we may make an additional reasonable charge to cover any extra items supplied or work required. Alternatively we may cancel your Booking. If you do not pay any additional charge we may then cancel your Booking.
6.5. Please note we make every effort to accommodate special requests, however these are never guaranteed.
6.6. The total number of people travelling must not exceed the capacity of the accommodation booked . This includes infants and babies that may be in travel cots. A maximum of 6 guests per tenting or touring pitch applies.
7.1 We do not accept Bookings from persons under the age of 21. No person under the age of 21 is permitted on the Park unless they are on a Booking made by a person over the age of 25 years who is staying on the Park, in accordance with that Booking. If this requirement is not met your Booking may be cancelled.
7.2 Group bookings are available at the discretion of the management.. Should you wish to make a group booking, please call us on 0330 053 7000.
7.3 Our Parks are used by families and friends and although we welcome groups and clubs, bookings for the following may only be made if they are accepted as Authorised Group Bookings:
(a) Stag or hen parties;
(b) Motorcycle or scooter groups;
(c) Other groups, Clubs or Associations;
(d) Bookings for more than 5 pitches or more than 5 units, or related bookings for more than 5 pitches or more than 5 units in total.
7.4 Any groups who come to the Park without such prior authorisation may be asked to leave without refund or compensation.
8.1 Visitors are permitted on the Park.
8.2 Visitors are required to comply with these Terms & Conditions, including the minimum age restriction. It is your responsibility to ensure they are aware of them before they enter the Park.
8.3 Visitors must sign in and may park in the visitors’ car park only.
9.1 The following are not permitted on the park:
(a) Jumbo tents (longer that 10m) or tents with extending pods;
(b) Motor homes more than 7.315 metres (24 feet) long;
(c) Fifth wheelers of any kind;
(d) Converted commercial or working vehicles of any kind, including but not limited to buses, vans and trucks;
(e) Oversized awnings (larger than 10X10 metres);
(f) Sleeping in awnings;
(g) Electric heaters in awnings;
(i) Open fires, fireworks and ground level BBQs.
(j) Gazebo’s at Whitecliff Bay
9.2. Away Resorts cannot accept responsibility for vehicles or their contents when parked on site except where negligent. Each lodge, holiday home, caravan or pitch is allocated one car parking space next to or close by. Guests may be asked to park second vehicles elsewhere around the park at our discretion. During peak periods there may be charges for l parking more than [one/two] vehicles at some of our parks.
9.3 A 3.5 metre gap must be maintained between your own caravan/motor home or tent accommodation and your neighbours’ accommodation to serve as a firebreak.
9.4 If, after allowing for any awning/gazebo and the mandatory minimum 3.5 metre gap between units, a tent (which term includes a trailer tent) or motor home will not fit on a single pitch of approximately 10 metres by 10 metres, you must book an additional pitch. If, after arrival it is found that the combined dimensions of your tent/motor home/ gazebo/fire break exceed the pitch area, you will be charged for an additional pitch and may be asked to move to a different pitch.
9.5 Guests with caravans/motor homes are not permitted to erect tents on the same pitch but may erect one awning per pitch. Camping guests may erect only one tent per pitch.
9.6 Electric hook-ups are rated at 16amps/3680 watts 230v supply and you may not exceed this limit.
10.1 Check in times vary depending on the grade of accommodation you have booked. Check in times are generally between 2:30 and 4:00pm. Please check the time listed on your booking confirmation. Early check in may be considered if arranged previously. You are asked not to arrive earlier without calling us first. Your Accommodation will usually be ready by check-in time on the day of your arrival but in the event of any delay we will provide somewhere for you to leave your luggage temporarily.
10.2 After hours check in: Guest Services closes each day at 6pm, however after hours check-in is available by contacting Security. If you expect to arrive after 6:00pm please contact us to let us know. If you do not arrive by 9:00 a.m. on the second day of your Booking and have not contacted us the Booking will be treated as cancelled.
10.3 You must vacate the Accommodation by 10:00am on the day of your departure. Late checkout may be permitted between 10:00am and 6:30pm but is subject to availability & a small charge (after prior agreement with us).
10.4. Please check your Accommodation carefully prior to departure. We cannot accept responsibility for items left behind.
10.5. Touring and camping guests may arrive from 12 noon. Pitches must be vacated by 10:00 a.m. on the day of departure to assist the arrival of other guests. Guests arriving after 9:00 p.m. are requested to stay on the overnight holding area so as not to disturb other guests and move to their allocated pitch the next morning.
11.1 Please let us know at the time of booking whether you require assistance with access. We will be pleased to provide, in advance, as much advice and information as possible to people with disabilities who wish to holiday at Away Resorts.
11.2 Wheelchair access for some facilities and entertainment venues at some parks may be limited. Away Resorts has some specially adapted accommodation for wheelchair users (subject to availability) but some accommodation may not be suitable for electric wheelchairs due to their weight and size.
11.3 Special requests cannot be made as a condition of your booking, as some requests are subject to availability, however we will always try to accommodate them if we are able.
12.1 In the unlikely event that there is a problem with the Accommodation:
(a) Please tell us as soon as is reasonably possible;
(b) Please give us the opportunity to put it right;
(c) We will make every effort to repair or fix any defect as soon as is reasonably practicable.
(d) If we are unable to fix the problem we may offer to re-locate you to another unit of similar grade or higher. If no upgrade or similar grade is available, then we may allocate a lower grade and refund the price difference. This is subject to availability and if we are not able to re-accommodate you then the following remedies will apply:
12.2. We may enter any Accommodation on the Park during the term of your Booking in order to inspect it and carry out any repairs that may be found to be necessary, or should we reasonably consider there to be an emergency,.
12.3 Please treat the property, facilities, accommodation and touring pitches at Away Resorts Ltd with respect and care so that other guests may continue to enjoy them. In the event that you notice damage to any facility or equipment on the Park, please report it to Guest Services immediately so that we may take the appropriate action.
12.4. Any malicious, wilful or unreported damage to our property may result in termination of your holiday without refund.
12.5 You may be liable for the cost of repair of any damage to our property which is caused maliciously, wilfully or negligently.
13.1 If we fail to comply with these Terms & Conditions or are negligent, we are responsible for loss or any damage you suffer as a natural consequence of our breach or our negligence. However, we are not responsible for any loss or damage that is not foreseeable. Loss or damage is natural if it is an obvious consequence of our breach or if it was contemplated by both you and us at the time we entered into this contract.
13.2 Unless we agree otherwise in writing, we only supply the Accommodation for private use. You agree not to use the Accommodation for any commercial purpose and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
13.3 We do not exclude or limit in any way our liability for:
(a) Death or personal injury caused by our negligence or the negligence of our employees, Agents or Subcontractors;
(b) Fraud or fraudulent misrepresentation.
14.1 We will not be liable for compensation, or responsible for any failure to perform any of our obligations under these Terms & Conditions caused by an Event Outside Our Control.
14.2 An Event Outside Our Control means any act or event beyond our reasonable control, including without limitation strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications networks.
14.3 If an Event Outside Our Control affects the performance of our obligations under these Terms:
(a) We will contact you as soon as reasonably possible to notify you;
(b) We may cancel your Booking and refund your payments, or provide alternative accommodation and refund any payments you have made to us, less the cost of alternative accommodation;
(c) If the cost of the alternative accommodation is greater than the payments owed to us, you may cancel your booking and we will refund any payments you have made to us.
15.1 If you need to cancel your booking, please contact us as soon as possible by calling the Guest Services Team at your chosen Park and then confirming the cancellation in writing, ensuring it is signed by the person who made the booking.
15.2 If your stay has already commenced you may cancel your Booking but we will not provide any refund.
15.3 You have the following rights to cancel a Booking for Accommodation (if booked directly with Away Resorts, either via Guest Services, by phone or via our website awayresorts.co.uk):
(a) You may cancel any Booking by contacting us in writing prior to the start of your stay and within 14 days of receipt of your Booking Confirmation. We will then confirm your cancellation to you and refund payments you have made to us less your deposit. If your holiday start date falls within the 14 day period then the cancellation charge applicable will be as per clause 15.3(b)
(b) You may cancel any Booking after 14 days of receipt of your Booking Confirmation. Subsequent cancellations charges are calculated based on the number of days prior to your arrival and upon receipt of your written confirmation:
(i) 7 days or less, 100% of holiday cost;
(ii) 8-28 days, 90% of holiday cost;
(iii) 29-41 days, 50% of holiday cost;
(iv) 42-55 days, 30% of holiday cost;
(v) 56 days or more, no refund of deposit;
15.4 You have the following rights to change your Booking for Accommodation (subject to a £10 admin fee outside of 14 days prior to arrival):
(a) You may ask us to change the start date of any Booking by contacting us in writing prior to the start of your stay, subject to the following conditions:
(i) All requests are subject to availability
(ii) The alternative date must be within 3 months of the original Booking date
(iii) If the cost of your alternative date is higher than that of your original Booking then the difference in price at the date the request is made will be charged
(iv) If you request the change within 14 days of receiving your Booking confirmation and your original holiday start date falls within the same 14 day period then a cancellation charge will be made in addition as per clause 15.3
(iv) If you request the change within 14 days of receiving your Booking confirmation and the cost of your alternative date is lower than that of your original booking then no refund will be given, although you will be permitted to cancel your original booking with no cancellation charge and make a new booking for the new dates
(v) If you request the change after 14 days of receiving your Booking confirmation and the cost of your alternative date is lower than that of your original booking then no refund will be given, although you will be permitted to cancel your original booking and make a new booking for the new dates. The cancellation of the original break will be subject to the charges listed in clause 15.3
(b) If you wish to shorten your Booking we will refund you the difference between your original booking and the new booking less a pro rata percentage of the cancellation charge which would have applied to a full cancellation of the Booking. This refund will not include the deposit you have already paid.
(c) If you wish to extend your Booking, then the additional nights will be charged at the rate available on the date at which you make the amendment to the Booking
15.5 Once we have confirmed your Booking you may cancel the contract for Accommodation and receive a full refund at any time by giving us written notice if:
(a) We break this contract in any material way and we do not correct or fix the situation;
(b) We change these Terms & Conditions to your material disadvantage.
The Park Cancellation Plan is designed to protect guests from forfeited deposits and other payments made towards the holiday cost in the event that they are forced to cancel their holiday on the Park. The Cancellation Plan is strongly recommended on all holidays where the total holiday cost exceeds £30. The cost of the Plan for self-catered accommodation is £16 per break for four berth accommodation, £24 for six berth and £32 for eight berth. The cost of the Plan for touring accommodation is £12 per break for up to six people and £16 per break for up to eight people per booking, regardless of age, as shown on the Booking form. The charge for Mill Rythe Holiday Village bookings is £4 per person for breaks of less than 7 nights duration and £6 per person for breaks of 7 nights or more.
Holidays with a total cost of less than £30 are not covered under this scheme and refunds in respect of these holidays cannot be made. The scheme covers holiday cancellation only. This cancellation plan is an additional payment which you make to us in return for additional cancellation rights. It is not an insurance policy and guests are advised to arrange their own insurance cover for personal possessions, vehicle breakdown, emergency expenses, medical expenses etc. Refunds under the plan will be made in respect of cancellations provided the following conditions are met:
(a) Notification of cancellation is made immediately and in any case before the date of arrival and confirmed via email or in writing;
(b) A Doctor’s Medical Certificate or other evidence is provided to show that the cancellation was unavoidable;
(c) Only members of the party included on the Booking Form and their immediate families are covered;
(d) The cancellation must relate to actual and certified illness, death or accidental injury sufficient to prevent a member of the party taking part in the Booking, Jury Service, Court of Law Witness Summons and redundancy from a job which has been held for at least 2 years.
The cancellation plan cannot be added once you have received your Booking Confirmation.
17.1 We may have to cancel a Booking due to the unavailability of key Personnel or key facilities, without which we cannot provide the Accommodation or if accommodation is no longer available due to a change in break theme. We may cancel before your Booking starts or in the course of it. If this happens:
(a) We will promptly contact you to let you know;
(b) We may cancel your Booking and refund your payments for any part of the Booking not yet taken, or offer alternative accommodation and refund any payments less the cost of alternative accommodation;
(c) If we offer alternative accommodation you may still choose to cancel your booking and we will refund the payments you have made to us for any part of the Booking not yet taken.
17.2 We may cancel the Booking at any time with immediate effect if:
(a) You do not pay us when you are supposed to; or
(b) You are in breach of the terms of this contract in any other material way and you do not remedy the situation within a reasonable period after we ask you to.
17.3. Refunds will be returned in the same way your original Booking was made. Refunds take 7-10 working days to return to you once processed. If you have used vouchers or coupons to make your Booking, these may transfer to another break (subject to the conditions of the voucher or coupon) but will not be cash refunded.
18.1 The following is prohibited on the Park:
(a) The operation of any business or buying, selling or trading on the Park without our prior written permission;
(b) The flying of kites or drones;
(c) Excessive noise or loud music after 11pm; and
(d) Smoking in any of our Accommodation, facilities, restaurants or entertainment areas on the Park. You may only smoke in our designated areas.
(e) Any illegal behaviour such as violence, theft, drug use, verbal or physical abuse or any other anti-social behaviour towards other people on the Park including other guests or staff.
18.2 If during your stay with us you breach clause 18.1 or if your behaviour (including on social media) is antisocial or in our reasonable opinion is likely to spoil the enjoyment of the Park for others, or cause damage to property, or behave aggressively or abusively towards our staff (again including on social media), you will be required to leave the Park immediately and you will not be entitled to a refund.
18.3 If prior to your stay with us you breach clause 18.1 or 18,2, for example when you are visiting the Park for any reason or when you are communicating with us or on social media, we may cancel your Booking and you will not be entitled to a refund.
18.3 We use CCTV on our Parks for crime prevention and safety purposes and all calls are recorded for quality and safety purposes.
All holidaymakers will receive an activity & facility pass to use amenities on the Park. These passes are issued to all guests on arrival at the Park and are included in bookings made directly with Away Resorts. Guests should carry their passes with them at all times as they will be asked to present these on entry into the Park facilities and to make purchases. Lost passes can only be replaced by us, please speak to the Guest Services Team. Private letting guests require these passes to be purchased separately in order to gain access to park facilities. The cost of these passes is higher than the cost for Away Resort’s guests and current prices can found here https://www.awayresorts.co.uk/faq/how-much-do-entertainment-passes-cost/.
19.1 Fishing is available at some of our parks. You are required to have the necessary fishing permits to comply with local bylaws. Fishing licences may be arranged via Tom’s Tackle at Tattershall Lakes and via the Activity centre at Sandy Balls. Rod licences can be purchased over the phone.
19.2 Fishing is dawn till dusk only (no night fishing) with 1 person per peg and maximum of 2 rods per peg. All fish must be returned and keepnets are not permitted. Only barbless hooks may be used and all baits must be used in moderation (nuts and pulses are banned). This applies to anyone fishing on the park, including accommodations booked with Away Resorts that have a private fishing peg.
19.3 Items such as irons and hair dryers may be available for hire and are subject to availability.
In accordance with licensing laws, we can only sell alcohol to persons aged 18 or over. We may require you to show proof of age using an approved form of identiﬁcation such as a full passport, a new style driver’s licence incorporating a photograph, a gun licence or a valid Proof of Age card.
If any member of the Booking has self-excluded themselves from any other gambling premises, they must highlight this to the Park Management on arrival. We cannot accept any liability, unless negligent, for losses incurred where a guest has self-excluded themselves from another gambling establishment and gambled on the park.
22.1 The supervision of children on the park is the responsibility of their parents or guardians at all times. Particular attention must be paid to children in the playground and swimming pool areas. The club activities form part of our entertainment programme and are not childcare facilities. We do not provide supervision of the children during sessions.
22.2 It is important that you always know where your children are and that you know the times that the activities start and ﬁnish. It is particularly important that you ensure your children understand they should always obey the instructions of the Entertainment Team members, Sports Instructors and other staff so that the possibility of accidents can be reduced.
22.3 There are open waterways such as lakes, rivers and beaches on some of our parks and care must be taken to supervise children at all times around these waterways.
22.4 Travel cots and highchairs for use in caravans and chalets may be hired (subject to availability) at a charge of £15 per travel cot, and £12 per high chair per break, including VAT, payable at the point of hire. A £10 deposit is also payable and is returnable to you once the travel cot or highchair is taken back to Guest Services at the end of your holiday in the condition in which it was hired.
22.5 Travel cots and highchairs should be requested at the time of booking and you should bring your own cot linen. In most accommodation the travel cots will ﬁt in the living room only.
23.1 Subject to the rules in this clause, we allow pets at the following parks: Sandy Balls, Tattershall Lakes, Whitecliff Bay, Mersea Island and Barmouth Bay. We do not allow dogs at Mill Rythe Holiday Park.
23.2 Certain types of dog are not allowed on any of our parks, in order to maintain the safety and well-being of all our guests. These include: Pitbull Terrier, Dogo Argentino, Fila Brasiliero and Japanese Tosa and any other dogs designated by the Dangerous Dogs Act or which are legally required to be muzzled.
23.3. We will require the owner of any dog to remove it from the Park if it causes a nuisance or interferes with the comfort of our guests.
23.4. We welcome up to a maximum of two well-behaved dogs per accommodation unit at all of our Parks barring Mill Rythe Holiday Village where dogs are not allowed. A charge of £30 per short break (5 nights or below) and £50 per long break (6 nights or more) applies. For touring guests at Tattershall Lakes and Whitecliff Bay, the cost is £2 per dog per night, up to a maximum of two well behaved dogs per tourer or camping pitch. Pets may not be permitted in some accommodation grades due to allergy prevention.
23.5. Whilst on our Parks all dogs must wear a collar and identity tag and be kept on a lead under the control of a responsible adult at all times. Dog owners are responsible for clearing up after their dogs and disposing of dog fouling in the bins provided.
23.6. Dogs must not be left in any accommodation unattended and they are not allowed inside any facility buildings, restaurants, food-serving areas and swimming pool areas unless stated. This excludes Assistance dogs. Dogs are currently permitted in The Woodside Inn at Sandy Balls and in specific areas within The Spitfire Complex at Tattershall Lakes.
23.7. We do not accept any other pets without our written consent prior to your arrival at the park.
23.8. If you fail to comply with this clause we may require you to leave the park immediately without a refund.
23.9. You must notify us if you bring a dog onto the park. Failure to do so may result in us requesting you to leave, or to pay the additional dog supplement.
24.1 It is possible that in some circumstances accommodation, entertainment or a facility may have to be temporarily withdrawn due to health and safety reasons, maintenance, renovation, adverse weather conditions, changes in Governmental legislation or other factor outside our control. Should changes occur we will endeavour to advise guests who have already booked but we are unable to accept liability for the loss of an advertised facility or to pay compensation for any inconvenience this may cause to our guests.
24.2 For health and safety reasons some of our facilities have age and / or height restrictions
24.3 Indoor and outdoor swimming pools are subject to seasonal opening times. Please check with Guest Services upon arrival at the Park for details of opening times during your stay. Children under the age of 14 must be supervised by an adult in the swimming pool at all times. One adult may not supervise more than two children aged under 14 and over 3 and any children under 3 must be supervised on a one to one basis. Guests under the age of 16 are not permitted in the sauna and steam rooms.
24.4 Our swimming pool policy is displayed at pools on our Parks and by entering the pool area you agree to abide by the policy and the decision and instructions of the pool Lifeguard in all matters of pool safety. There is a maximum number of guests permitted in the swimming pool at any one time. We operate a wrist band system to limit the time guests can use the pool to give a fair opportunity to all users. In busy times, we will require you to exit the swimming pool once your session is complete.
24.5 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 and we have the right to adjust our services in order to meet these standards.
25.1 Our parks are situated in rural and coastal locations, partly covered by an Area of Outstanding Natural Beauty, on Heritage Coasts and adjacent to Sites of Special Scientiﬁc Interest or Conservation Areas. These areas may be unfamiliar to you and because of this it is advisable to acquaint yourselves with your holiday environment as soon as you arrive. Walking over grassy and often undulating ground, or through wooded parkland, may also be unfamiliar and may contain aspects of wildlife such as rabbit holes that you and your children need to avoid.
25.2 Local Authority planning constraints, which help to preserve the rural nature of Away Resorts Ltd properties also limit the amount of street lighting we can provide in some areas of the park. Lighting is also intentionally reduced to help children to sleep at night. So please take care when walking around the park, particularly at night, and remember that you are in an unfamiliar environment. It is always advisable to carry a pocket torch to help you avoid any accidents.
25.3 We check smoke alarms regularly and always between bookings but please check yours on arrival and throughout your stay and inform us if they are not working. Never remove batteries or disable or interfere with smoke alarms.
You must inform the Duty Manager via Guest Services should you suffer from an infectious illness whilst you are on holiday. For the protection of our guests and staff, anyone found to have such an illness may be conﬁned to their accommodation or requested to leave the park.
27.1 We are a company registered in England and Wales. Our registered office address is Away Resorts Ltd., Biz Space Building, 575-599 Maxted Road, Hemel Hempstead, Hertfordshire, HP2 7DX. Our registered company number is 6458827. Our registered VAT number is 918 5823 95.
27.2 If you have any questions please contact us. You can contact us by telephoning 0330 053 7000, by fax to 01442 502105 or by emailing [email protected]
27.3 If you wish to contact us in writing or if any clause in these Terms & Conditions requires you to give us notice in writing (for example, to cancel the contract), you can send this to us by email to [email protected], by hand, or by pre-paid post to:
Freepost RTHA-CHBL-SEYS, Away Resorts Ltd., 575-599 Maxted Road, Hemel Hempstead Industrial Estate, Hemel Hempstead, Hertfordshire, HP2 7DX.
We will confirm receipt of this by contacting you in writing. If we have to contact you or give you notice in writing, we will do so by email, by hand, or by pre-paid post to the address you provide to us in the booking.
28.1 We will use the personal information you provide to us to:
(a) Provide the Accommodation;
(b) Process your payment to us; and
(c) Where you have opted in to receive these communications, inform you of offers, special events and news. You can opt out at any time by contacting us
29.1 If you are dissatisﬁed with any aspect of your holiday, please speak to a member of our Guest Services Team in the ﬁrst instance to record your complaint. In most cases they will be able to help you immediately so that you can enjoy the rest of your stay. If we aren’t given the opportunity to resolve your complaint whilst you are on holiday, we may not be able to fully investigate any feedback on your return and claims may be rejected.
29.2 If, at the end of your holiday, you feel that we have not dealt with your complaint satisfactorily you should write to Guest Solutions at Away Resorts Ltd or email [email protected] within 28 days from the end of your holiday setting out your complaint. Please note, the correspondence must be from the lead booker on the confirmation. Please remember to include your booking reference number and contact details.
29.3 As a consumer, you have legal rights in relation to this agreement. Advice about those rights is available from Citizens’ Advice Bureau or Trading Standards. Nothing in these Terms & Conditions will affect these legal rights.
30.1 We may transfer our rights and obligations under these Terms & Conditions to another organisation and we will always notify you in writing if this happens, but this will not affect your rights or our obligations under these Terms.
30.2 You may only transfer your rights or your obligations under these Terms & Conditions to another person if we agree in writing.
30.3 This contract is between you and us. No other person has the right to enforce any of its Terms.
30.4 Each of the paragraphs of these Terms & Conditions operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in effect.
30.5 If we fail to insist that you perform any of your obligations under these Terms, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a breach of these Terms & Conditions by you, we will only do so in writing, and that will not mean that we will automatically waive any later breach by you.
30.6 These Terms & Conditions are governed by English law. You and we both agree to submit to the jurisdiction of the English Courts.
31.1 From time to time, Away Resorts employs a photographer or videographer to film events and activities at our parks. Reasonable notice will be given prior to filming. You may appear in the background of these shots or even be featured or interviewed. We hope you enjoy being photographed, and in most cases we are happy to share a copy of the image with you. If you do not wish to be captured in the photos or videos, please speak with the film crew. Away Resorts reserves the right to use any images or video taken on the parks for marketing or promotional purposes, including social media. Additionally, if you post any images taken on our parks on the Away Resorts social media channels (including, but not limited to Facebook, Instagram, Twitter, Snapchat or other platform) then we reserve the right to use these for promotional purposes.
31.2. Please note that the use of filming and photography is not permitted in any part of our swimming pool areas.
32.1 Once you have made a Booking for Accommodation using your Leisure Voucher Gift Card, you are bound by the Away Resorts Terms and Conditions of Booking. There will be no refund issued to the Leisure Voucher Gift Card in the case of a cancellation to the Booking. You may;
(a) change your Booking for Accommodation to a new date
(b) receive an Away Resorts Credit Voucher for the value of the gift card issued to be used on a future Booking for Accommodation
May we welcome you to our park and hope you will enjoy your stay with us.
Away Resorts Ltd.
575-599 Maxted Road,
Telephone: 01442 50 88 50
The Consumer Charges (Information, Cancellation and Additional Charges) Regulations 2013 say that the main contract terms must be provided to the customer in a permanent form, which excludes websites as they may be updated.
You should consider either including the current park rules as an appendix, or providing these to the customer in another way – eg as an email attachment when they book. If you let me know what works for you I would be happy to amend these terms further.
The Package Travel and Linked Travel Arrangements Regulations 2018 may apply if you make or facilitate both bookings. Please let me know if you would like more advice about these regulations.