Waterside Holiday Park

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Terms and conditions

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

Booking information

1. Who your agreement is with

Park Holidays UK Limited is the operating company of this holiday park. References to ‘the Company’, ‘we’, ‘us’ and ‘our’ in these terms and conditions are to this company. References to ‘you’ in these terms and conditions are to you, as the person making this booking and, where applicable, to every member of your party.

2. These terms and conditions

These terms and conditions and those relating to the ‘Cancellation Protection Plan’ (if applicable) will be incorporated into your booking when we have received full or part payment from you. We are unable to accept bookings from anyone under the age of 18.

3. Alterations to your booking

Your booking shall be in accordance with the details confirmed at the time of booking. Your booking shall be non-transferable and non-alterable. If you wish us to make an alteration to your booking we will use reasonable endeavours to accommodate your request but no guarantee can be given. An administration fee of £15 will be charged for making any alteration to your booking and increased rates may apply for altered accommodation and/or timings.

4. Our service to you

We do all that we can to ensure you enjoy your holiday. However occasionally problems occur and if they do or you have any concerns about your holiday when staying with us please tell the Park Reception immediately and we will respond to you as soon as possible. We will not be responsible for any matter, which you knew about during your stay but did not tell us about during your stay. If any matter is not resolved during your stay you must notify us in writing of this as soon as possible (and in any event within 21 days of the end of your holiday) as otherwise we will not be able to consider it.

5. Cancellation by you

Should you need to cancel your booking you must advise us using the telephone number in your confirmation and then confirm this cancellation in writing to us, by post, fax, or email quoting your booking reference number. Your cancellation will only be effective as at the date we receive your written confirmation. Our cancellation charges are those detailed below unless you have taken out our ‘Cancellation Protection Plan’.

Cancellation charges as a % total cost
Period before arrival date (excluding credit card charges)

More than 56 days loss of deposit
56 - 43 days 50%
42 - 29 days 60%
28 - 8 days 80%
7 days or under 100%

If you need to cut short your holiday after it has commenced, we regret that we are unable to refund any monies paid.

6. Cancellation by us

In exceptional circumstances, we may have to cancel your booking. If we do so we will tell you as soon as possible prior to your holiday date and you may choose either to receive a full refund or accept an alternative holiday, with us, at the brochure price. If we have to cancel because of circumstances beyond our control (e.g. damage, maintenance, fire, theft or flood) we will pay a full refund. If we cancel for reasons beyond our reasonable control we will have no further liability to you other than the offer of a full refund or a similar holiday at a similar price. The company reserves the right to move customers to upgraded accommodation without prior notice and at the company’s expense.

7. Paying for your holiday

Any balance due shall be paid not less than eight weeks before your holiday start date (or after submission of your Pitchup.com booking if the booking is for within 8 weeks). If payment is not made by this date then we will assume that your holiday has been cancelled and we may re-sell the holiday to another customer. We reserve the right to pass on any costs or bank charges we incur if we have to re-submit a cheque for payment or a cheque is declined for non payment. An administration fee of 2% will be applied to all payments made by credit card (minimum charge £1.00). This charge will not exceed £5.00 per transaction. There is no charge for debit card payments.

8. Prices

All prices are current at the time of publication and we guarantee that the price of your holiday will be as agreed and shown on your holiday booking confirmation. All prices shown are inclusive of VAT at the prevailing rate at the time of booking. Certain accommodation units are sublet on behalf of the owners who are not registered for VAT. In this case the total cost of your holiday is not subject to VAT, but a further handling fee is charged, so the price for the holiday will remain the same.

9. Special offers and discounts

Discounts and special offers may be made in conjunction with our standard prices. For static caravans, the cost per holiday, after any discounts, must be a minimum of £135 per week and £69 per short break. All discounts and special offers are subject to availability and may be withdrawn without prior notice.

Any special or promotional offers will only be met if mentioned or inserted on-line either prior to or at the time of booking not on arrival at the holiday park. Please enter any promotional codes during the online-booking process to ensure this discount is deducted from the full brochure price. Special offers or discounts cannot be combined with any other offer. Only one offer per booking.

10. Arrival and departure times

These differ by park - please check the 'arrival time' box in the 'Policies' section on Pitchup.com. If you believe you may arrive after 6.00pm in the evening on your date of arrival then you must inform us. If you do not inform us and/or your intended holiday home is not occupied by 8.00am on the day after your date of arrival we will treat your booking as cancelled and re-sell the pitch to another customer. No refund will be paid in such instance.

11. Standard of behaviour on our parks

Our parks are used primarily by families and we would ask that the behaviour of you and your party reflects this fact. Noisy, offensive or inappropriate behaviour or actions likely to cause harm to any other guest, members of our staff or anyone’s property at the holiday park will not be tolerated and we reserve the right to refuse entry to and/or eject any person who, in the reasonable opinion of the management of the park, does not comply with these standards of behaviour. If, in the reasonable opinion of the management of the park, we believe that you or a member of your party may not comply with the above, on entry to the park, we reserve the right to refuse entry or not to hand over accommodation to any person or groups of persons at our discretion. In such cases, a full refund will be issued to the lead name on the booking. All children must be properly supervised by parents or guardians throughout your holiday. We reserve the right to deny access to our facilities and/or any children’s activities if in the reasonable opinion of the management of the park that any child or children will be unduly disruptive.

12. Number of your party

The total number in your party must be disclosed via your booking before arrival on the park. Failure to do so may incur additional charges.

13. Ages of your party

We will not accept bookings where the lead customer is under the age of 18 and will not accept bookings where half or more of your party is aged between 17 and 25. We have the right to cancel any online booking that breaches our terms upon checking before the holiday arrival date and/or we reserve the right to refuse entry or not to hand over accommodation to any person or groups of persons at our discretion.

14. Single-sex parties

We do not normally accept bookings from large all male or all female parties and have the right to cancel any online booking that breaches our terms upon checking before the holiday arrival date and/or we reserve the right to refuse entry or not to hand over accommodation to any person or groups of persons at our discretion.

15. Guests with specific needs

Many of our parks offer specific accommodation suitable for holidaymakers with wheelchairs or who may have mobility difficulties. However certain accommodation and locations may not be suitable. If your party includes someone with special needs please let us know your specific requirements at the time of booking. Please note wheelchair friendly accommodation can not be booked online.

16. Allergies

If any member of your party has an allergy to pets we would strongly recommend that you do not book accommodation which accepts pets (pets are accepted in Bronze accommodation only). We cannot guarantee that pets have never occupied any of our accommodation.

17. Smoking Policy

It is now illegal to smoke inside enclosed public buildings and you and other members of your party are requested to smoke only in those areas which have been clearly designated as such. Smoking is also forbidden in all of our holiday accommodation; however we cannot guarantee that any accommodation has been smoke free.

18. Pets

Most dogs are welcome at our parks and in specific holiday homes with a maximum of two dogs per booking. Some breeds of dog including those listed in the Dangerous Dog Act 1991 are not allowed. Please provide us with the details of the breed of your dog when you book with us. Other pets may be permitted at the discretion of the Park General Manager, please enter into 'special requests' on the Pitchup.com booking form when booking. Assistance dogs for disabled guests are exempt from these requirements and charges. Pets must be kept on a lead at all times and you must clean up after your pet. Pets (other than assistance dogs) are not allowed in any of a park's facilities or play areas. Pets should not be left unattended in holiday homes or elsewhere on the park and must not be allowed on bedding or seating. If we reasonably believe your pet is causing a nuisance on the holiday park or causing damage to the holiday home you will be required to remove it from the park and/or we reserve the right to refuse entry.

19. Special requests

Please note that we will do our best to meet any special requests, however we are unable to guarantee any special requests. Please note special requests do not form part of the booking contract and are not a condition of booking.

20. Use of your holiday home

You are required to take good care of your holiday home whilst you occupy it. At the end of your holiday you must leave your holiday accommodation thoroughly cleaned and tidy and free of all rubbish which must have been placed in the bins on the parks. We will take legal action to recover the cost of damage sustained during your occupation and any additional cleaning charges we incur in respect of your failure to comply. We reserve the right to enter your accommodation, at any reasonable time during your stay, in order to inspect the condition of the accommodation or without notice in the event of emergency. The Company does not accept any responsibility for the theft or loss of your personal possessions whilst on our parks or whilst you are in your holiday home and you should take appropriate security measures to ensure against theft and or loss.

21. Availability of Facilities

For health and safety reasons some of our facilities have age and/or height restrictions. Please check these with us when you book. In our swimming pools children under the age of 13 must be accompanied by an adult. At busy times access to facilities may be restricted. Occasionally we need to close or withdraw certain facilities (e.g. for health and safety reasons, maintenance or reasons beyond our control).

22. Entertainment

The company will endeavour to provide the entertainment as advertised in the brochure and on websites, however, the information provided is for illustration purposes only and, at selected parks and during certain periods of the year entertainment may be limited to weekends only. We reserve the right to alter or withdraw any facilities or programmed entertainment without prior notice.

23. Your car

You should comply with speed limits, parking and other traffic regulations on our parks. All vehicles are brought onto the holiday park at their owners risk and the Company does not accept responsibility for loss or damage to these except where it is caused by our negligence or fault.

24. Marketing accuracy

Whilst every care is taken to ensure that the details in the brochure and on websites are correct at time of being published, the photographic images shown are for illustration purposes and the details may be subject to alteration from one park to another. The photography within the brochure and website is to be used as a guide and some might not be of the park itself. The ‘out and about’ sections contain options for off park entertainment. Please check with the operators for relevant opening times.

25. TV filming and photography

Due to the increasing popularity of Park Holidays UK holidays we receive requests from TV and other companies to film or photograph on our Parks. We also undertake our own promotional filming & photography. Every effort is made to ensure filming does not intrude into or affect any holiday activity and that it is clear to guests that filming/photography is taking place. 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.

How to contact us

If you need to contact us about your holiday or in connection with these terms and conditions please call our team using the email address or telephone number in your confirmation or write to: Holiday Information, Park Holidays UK Limited, Coghurst Hall, Ivyhouse Lane, Hastings, East Sussex, TN35 4NP.

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