Whitecliff Bay Holiday Park

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Terms and conditions

Please read the park terms and conditions below and the Pitchup.com terms and conditions.

Your holiday booking is a contract between yourself and Away Resorts Ltd (The Company) and binds you and all the members of your party. It is your responsibility to ensure that all members of your party accept the terms of the contract set out in 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. We reserve the right to decline or terminate the booking of any guest(s) whose party make-up or behaviour interferes or may interfere with the general comfort of other guests or member of staff or the safe operation of the park. In this event no refunds will be made.

General Booking Conditions

Whitecliff Bay Holiday Park and our facilities are intended for use by families. We are unable to accept bookings from groups. Bookings for teenage parties not forming part of a family that is present at the park at the same time will not be accepted.

Scooter, motorcycle and single sex groups (of 3 or more) are not accepted. Any such parties found to be in residence without written permission from Away Resorts Ltd will be asked to vacate and shall not be entitled to any refund or compensation.

The person making the booking is responsible for the booking and by signing that he/she is over 21 years of age also warrants that the party is as stated and that he/she is included and will be present. Any changes to a booking requested by a guest are only allowed by prior agreement and written consent from The Company and we are happy to do this completely free of charge. The Company reserves the right to refuse any booking which, in The Company’s opinion, may be unsuitable either by reason of numbers, composition, false declaration or any other reason. The Company reserves the right to terminate any booking for whatever reason at their absolute discretion.

If you cancel your booking

As soon as you know you need to cancel, call the Holidays Hotline using the number in your confirmation email and confirm the cancellation in writing. The letter must be signed (where possible) by the person who made the booking. If you have not taken out our cancellation plan (available on request when your balance is paid), cancellation charges are calculated as follows from the date your written instructions are received:

43-55 days 30% of holiday cost*
29-42 days 50% of holiday cost*
8-28 days 90% of holiday cost*
7 days or less 100% of holiday cost*
* and Ferry and Cancellation Plan Premiums

If you have not arrived by 9am on the morning after your break was due to commence or contacted the Park concerned to confirm when you will arrive, we will assume that the break is cancelled and the total holiday cost including the cancellation plan and insurance premiums will be forfeited.

It may be necessary to cancel your holiday due to illness, accident or change of circumstances. If you have taken out our cancellation plan, payments arising from cancellation may be covered as detailed below:

Park Cancellation Plan

The Park Cancellation Plan is designed to protect guests from payments made towards the holiday cost, in the event that they are forced to cancel their holiday on the Park. It is strongly recommended on all holidays where the total holiday cost exceeds £30. The cost of the Plan is £4 per person (self catering) and £2 per person (caravan and camping), per booking regardless of age.

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. Guests are advised to arrange their own insurance cover for personal possessions, vehicle breakdown, emergency expenses, medical expenses etc. Refunds under the scheme will be made in respect of cancellations provided the following conditions are met: Notification of cancellation is made immediately and in any case before the date of arrival and confirmed in writing. A doctor’s medical certificate or other evidence is provided to show that the cancellation was unavoidable. Only members of the party specified and their immediate families are covered. The cancellation must relate to actual and certified illness, death or accidental injury, jury service, court of law witness summons and, provided the person is over 21 years of age, redundancy.

Camping and Touring Bookings

We happy to reserve specific individual or adjacent pitches or areas on the Caravan and Camping Park where practicable and subject to availability and we will do our best to meet your requirements.

Pitches are allocated on a first-come-first-served basis at the time of booking. Camping guests arriving after 9pm are requested to stay on the overnight holding area and move to their holiday pitch the next morning. Pitches must be vacated by 10am on the day of departure to assist the arrival of other guests. All caravan and camping guests are requested that when setting up, a three-metre gap is maintained between your own caravan/motor home or tent accommodation and your neighbours’ accommodation.

Anyone not adhering to this will be asked to move. Electric hook-ups are rated at 16amps/3680 watts 230v supply. Please do not exceed this limit. We regret that we do not permit the use of generators on the Park.

Jumbo tents/motor homes may not fit on one pitch (approx 10m by 10m) when allowing for any awning/gazebo and the mandatory minimum 3 metre fire break between units. In this event, guests must book an additional pitch. If after arrival it is found that the combined dimensions of the tent/motor home/ gazebo/fire break exceed the pitch area, guests will be charged for an additional pitch and may be asked to re-site. Guests with caravans/motor homes are not permitted to erect tents on the same pitch but may erect one awning. Camping guests may erect one tent per pitch. Please note that trailer tents are regarded by us as tents.

We do not accept working vehicles on Park, this includes pickup trucks, vans and open back trucks.

Changes to Your Holiday

We try very hard to provide all facilities and entertainment as advertised. However it may be necessary to make some alterations in advance of or during your holiday. We will try to avoid making changes to your holiday during your stay. If any changes are necessary, we will endeavour to advise you as soon as possible. In some circumstances, and at the discretion of The Company, we may be able to give you the options in the section entitled ‘If we cancel your booking’ (see below). Please also see the section below entitled 'Availability of facilities and entertainment'. We cannot accept responsibility or compensation for circumstances such as *force majeure. *Force Majeure means circumstances beyond our control including (but not limited to) industrial disputes, natural disasters, fire, technical problems, bad weather and acts of government.

If We Cancel Your Booking

We always endeavour not to change the date or cancel your booking, but in exceptional circumstances this may be necessary. We will inform you of the change of date or cancellation as soon as possible and you will have the following options. You can either:
a. accept the alternative arrangements as notified to you
b. choose another available break from us at the advertised price
c. cancel your holiday with a full refund of any money you have paid In other circumstances, including those arising from force majeure* (see above), we do not pay compensation.

Travel Arrangements

Where you take up the additional offer of ferry travel, all party members are subject to the terms and conditions of the service operator(s). Full details are available on request. We cannot be held responsible for any unusual or unforeseen circumstances, including delays or breakdowns, on the part of ferry operators, which are beyond our control.

Payments

The full price of your Park Cancellation Plan premium (£4 per person, per holiday for self catering and £2 per person, per holiday for caravan and camping) must also be paid (if plan required) with all balances. The Company must receive the balance of monies due at least eight weeks prior to the date of arrival. Should this not be forthcoming The Company reserves the right to re-let the accommodation and shall not be liable for any loss or damage arising in consequence thereof.

INFORMATION ABOUT YOUR HOLIDAY

Arrival & Departure Times

Your accommodation is ready for you from 4pm on the day you arrive, once it has been cleaned and prepared for you. We are happy to welcome you to Whitecliff Bay Holiday Park earlier and as soon as your accommodation is ready you may move in. Please vacate your accommodation by 10am on your day of departure so that we may prepare for our next guests.

Late Arrivals

If you arrive after 7pm on the first day of your stay, please call us before 5pm to let us know. We can then make arrangements for you to collect your keys or be shown to your pitch. Unless you notify Whitecliff Bay Holiday Park, you must claim your accommodation by 9am on the day after your holiday was due to start, otherwise your booking will be treated as cancelled with no refund obtainable.

Special Requirements

If you have any special requests regarding your holiday accommodation please let us know when you book and confirm your request in writing either by post or email including your telephone number in case of any query. We endeavour to meet all requests; however we unfortunately cannot guarantee this and it is not a condition of booking.

Guests with Disabilities

We are happy to provide as much advice and information in advance as possible to people with disabilities who wish to holiday at Whitecliff Bay Holiday Park. For some facilities and entertainment venues, wheelchair access may be limited. Whitecliff Bay Holiday Park has specially adapted accommodation for wheelchair users (subject to availability). Please note that some accommodation may not be suitable for electric wheelchairs due to the weight and size of some wheelchairs. All requirements must be confirmed to us in advance, in writing or via email. Special requests cannot be made a condition of your booking as they are always subject to availability.

Dogs

We welcome dogs in selected Value accommodation at a charge of £5 per dog per night to a maximum of £25 per holiday break. We also welcome dogs on our Caravan and Camping pitches at a charge of £1 per dog per night during low season and £3 per dog per night during high season to a maximum of £25 per holiday break. Up to a maximum of two dogs are allowed per accommodation unit or per caravan and camping pitch. All dogs must always 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 foul in the bins provided. Dogs must not be left in accommodation unattended. Dogs are not allowed inside any facility buildings, restaurants, food serving areas and swimming pool areas. These restrictions are not applicable to guide dogs. We reserve the right to require the owner of any dog to remove it from Whitecliff Bay Holiday Park if we consider it a nuisance or to be interfering with the general comfort of our guests in any way. Certain types of dog are not allowed on Whitecliff Bay Holiday Park, in order to maintain the safety and well being of all our guests. These include, but are not restricted to, Pitbull Terrier, Dogo Argentino, Fila Brasiliero and Japanese Tosa and other dogs as described on the Dangerous Dogs Act. Dogs that are also legally required to be muzzled are not allowed at Whitecliff Bay Holiday Park.

Cots and Highchairs

Travel cots and highchairs for caravans and chalets are available at a charge of £10 per item per break including VAT. A £10 deposit is also payable. Your travel cot or highchair will be delivered to your accommodation. This deposit is returnable to you once the travel cot or highchair is taken back to Reception in the condition it was hired, at the end of your holiday. Please remember to bring your own cot linen. In most accommodation the travel cots will fit in the living room only. Travel cots and highchairs are subject to availability. Please request at the time of booking.

Children

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. 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 make sure that your children understand that they should always obey the instructions of the Entertainments Team members, Sports Instructors and Lifeguards, so that the possibility of accidents can be reduced.

Park Regulations

The operation of a business, buying, selling or trading under whatever conditions is strictly prohibited on the Park without the express authority of The Company. No excessive noise is permitted in the grounds, accommodation units or camping site after midnight. The management may evict persons who abuse this regulation. The Company cannot be held responsible for any loss or damage to personal property or persons howsoever caused. Please note that the flying of kites is not permitted at Whitecliff Bay Holiday Park.

Your Holiday Environment

Our Park is situated in a rural and coastal location, 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 contain aspects of wildlife such as rabbit holes that you and your children need to avoid.

Local Authority planning constraints, that help to preserve the rural nature of Whitecliff Bay Holiday Park, also limits the amount of street lighting we can provide in some areas of the Park. It is also intentionally reduced to assist children to sleep at night. So please take care when walking around the Park and remember that you are in an unfamiliar environment, particularly at night. It is always advisable to carry a pocket torch to assist you and to avoid any accidents. In line with current legislation, please note that all venues at Whitecliff Bay Holiday Park are designated non smoking areas. The legislation does not apply to holiday accommodation.

Please Take Care

Please treat the property, facilities, accommodation and touring pitches and facilities at Whitecliff Bay Holiday Park with respect and care so that other guests may continue to enjoy them. In the event that you notice damage to any facility or in your accommodation please report it to Reception immediately so that we may take appropriate action.

Club Membership/Guest Passes

Club Membership/Guest Passes are issued to all guests on arrival at the Park. Guests should carry their membership cards with them at all times as they will be asked to present these on entry into the Park facilities. Lost membership cards can only be replaced by The Company’s management for which there will be no extra charge. All holidaymakers’ names are registered as members of the club on the Park.

Licensing Laws

In accordance with UK 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. We accept the following forms of ID: full passport, a new style driver’s licence incorporating a photograph, a valid proof of age card.

Accommodation Bookings

Whilst we will do our best to meet requests for specific accommodation, we cannot guarantee allocation of specific units or areas. Guests should be aware that at busy times clean linen, high chairs and travel cots may not be delivered until 4pm or later on their day of arrival. Any wilful, malicious or negligent damage will be charged to the holiday guests and may result in immediate termination of the holiday and possible legal action. Guests should report any maintenance problems immediately to Reception and not attempt remedial action themselves.

Please check your smoke alarm on arrival. The Company reserves the right to enter any accommodation unit on the Park whilst it is let in order to inspect and affect any repairs that may be found to be necessary. If you have any friends who wish to visit you while you are staying with us, please contact reception where they will be issued with a day pass.

Infectious Illnesses

Please inform the Duty Manager via Reception 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.

Swimming Pools

The Company’s Swimming Pool policy is displayed in both pools and entry into either pool will be deemed to confirm that guests accept and will abide by this policy. The lifeguard’s decision is final in all matters of pool safety. Please check with the Park for the opening times of our outdoor pool.

Prices

Holidays booked directly with The Company and charged in accordance with the current published tariff are fully inclusive of the supply of linen and provision of electricity and gas and entrance to the Park’s facilities. The Company reserves the right to make a supplementary charge for any of the above should a booking be made through a third party or agent.

We reserve the right to increase prices only where there is an increase in Value Added Tax or any other tax applicable to your holiday. Please note that all prices shown are inclusive of VAT at the current rate. Certain caravans are sub-let by us on behalf of private owners who are not registered for VAT. In such cases the price shown does not include VAT on the booking charge, but does include a handling fee (which includes VAT). In any event the price shown remains the same.

In the event that Ferry Operators make changes to their prices we reserve the right to amend our published tariffs and charge the revised rate.

Availability of Facilities and Entertainment

Indoor and outdoor swimming pools are subject to seasonal opening times. Please contact us for details. Please note that guests must be over one metre tall to use our swimming pool flume. Children under eight years old must be accompanied by an adult in the water of the swimming pool. The operation of our Park is subject to legislation and the guidelines laid down by the Health & Safety Executive and Local Authorities and their codes of practice. We accordingly reserve the right to adjust our services in order to meet these standards.

It is possible that in some circumstances accommodation, entertainment or a facility may have to 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 alterations in the above circumstances without prior notice, and are unable to accept liability for the loss of an advertised facility, or to pay compensation for any inconvenience caused. Should changes occur, we will advise of these changes, where made prior to booking and will use reasonable endeavours to advise guests already booked of any changes made thereafter.

Data Protection

The information you give us in connection with your booking is held securely on our computer system and dealt with in accordance with the Data Protection Act. By providing us with the information you are deemed to accept this and to have the consent of all members of your party to this. We keep this information to help us improve our service to you and to provide you with relevant information about our products and services by telephone, e-mail and post. We will contact you to keep you informed of our latest news and offers. If you would prefer not to receive this information from Whitecliff Bay Holiday Park then please let us know in writing at the address provided in your confirmation. We will not disclose this information to any person outside Away Resorts Ltd, other than our agents and contractors for the purpose of carrying out your instructions, unless we are legally required to do so or for the purpose of crime prevention. We use CCTV cameras on our Park for crime prevention and safety reasons.

Information Accuracy

We take every care to ensure that the details in this website are accurate at the time of going to press. Photographs taken of the Park and other photographs included are intended for guidance only. Layout plans are for illustrative purposes only.

Your Comments

We try to ensure that this website has all the information you need to book the right holiday for you. Should you have any queries or special requirements not covered here please call Whitecliff Bay Holiday Park direct using the telephone number in your confirmation.

If you are dissatisfied with any aspect of your holiday, firstly please speak to our Park Reception. In most cases they will be able to help you immediately so that you can enjoy the rest of your stay. However, if you are still dissatisfied, you must see the General Manager and record your complaint.

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 Whitecliff Bay Holiday Park no later than 28 days after the end of your holiday. We are only able to take action on any complaints that are first brought to the attention of the General Manager whilst you are on your holiday and secondly received in writing within 28 days, unless there are exceptional circumstances. It is necessary for Whitecliff Bay Holiday Park to impose these limitations so that we have the opportunity to solve the problems concerned

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