Terms & conditions of booking
1. The holiday contract
Your agreement is between you and Woolacombe Bay Holiday Village Ltd trading as Woolacombe Bay Holiday Parks. References to 'the Company', 'we', 'us', and 'our' in these terms and conditions apply to Woolacombe Bay Holiday Parks. References to 'you' and 'your' in these terms and conditions are to you, as the person making the booking and, where applicable, to every member of your party.
There will be a contract between you and us:
- If you book by telephone when we accept your initial payment
- If we issue you written confirmation
- If you book online when your booking is confirmed
The person making the booking accepts the contract on behalf of all members of your party and is responsible for making sure they accept the contract. You remain the lead guest and contact point for the booking; you must attend the holiday booked. We will only discuss details of the booking with you, the lead guest. We cannot accept bookings from anyone under the age of 18.
If you wish to book a single sex party you must tell us of this and the ages of all members of your party before you book. There may be restrictions on bookings from all male or all female parties of over 4 people, and restrictions, in addition to the capacity of the Holiday Home or pitch, on the number who can occupy the Holiday Home or pitch. Please check before you book.
We have the right to refuse your booking or not to issue keys on arrival to any persons or groups at our discretion. We do not accept bookings or allow anyone to visit our Parks who is named on the Violent and Sex Offenders Register, by making a booking you are confirming that no one in your party is on this Register. We reserve the right to cancel any booking that we reasonably believe breaches our terms and conditions of booking..
Bookings made through certain third-party promotions and some other privately organised breaks may have separate terms and conditions which are in addition to these.
2. Terms of agreement
Please note that all points covered in the 'Holiday Safeguard Scheme' also form part of these Terms & Conditions of Booking.
3. Alterations to your booking
Once there is a contract you cannot transfer your booking to anyone else or change it (including the members of your party) without our agreement. Once a booking has been confirmed by us to you, should you require it to be amended for any reason, if there is availability and we accept the change there will be an administration charge of £20 per alteration if you make your change by telephone, this fee is waived if you make the amendment yourself using the My Account portal on our website. If you alter your booking to a date with a higher tariff then you will be responsible for paying the additional holiday cost, if you amend your dates to a lower tariff then the total holiday cost will be reduced providing you purchased our Holiday Safeguard Scheme cover at the time of booking. When making a booking for the following year any amendments made after 31 October in the year the holiday was booked will be at the following year's brochure prices. It should be noted that we cannot change dates from one calendar year to the next. We are unable to amend your holiday dates or Park location within 56 days of arrival, or 14 days of arrival if Holiday Safeguard Scheme cover has been purchased at the time of booking, unless altering to an earlier date or will otherwise be treated as a cancellation (see below).
4. Cancellation by you
If you cancel your holiday you will always be responsible for the full cost of your holiday booking. However, if you have purchased our Holiday Safeguard Scheme at the time of booking you will be covered for these costs depending on when you cancel and the reason for cancellation. Holiday Safeguard Scheme charges and administration charges are non-refundable in any event. Full details of our Holiday Safeguard Scheme are available on our website.
If our Holiday Safeguard Scheme is not taken at the time of booking you will be liable for the full cost of the booking with NO refund given.
If you have purchased your own holiday cover then please liaise with your provider.
Should you need to cancel your booking for any reason please call us immediately and we will advise you of the procedure. Cancellation will not take effect until we receive signed written confirmation and relevant documentation as proof of cancellation for the stated reasons, sent by recorded delivery or using the ‘request cancellation’ function using the My Account portal on our website. If this is not received before the day of arrival no refunds will be given. All certificates, information and evidence provided by you shall be at your expense. Should you need to cut your holiday short after it has commenced, we regret that we are unable to refund any monies paid.
5. Cancellation by us
If a Holiday Home or Holiday Park is unavailable for whatever reason we will transfer your holiday at no extra cost to an alternative home or Park that is acceptable to you or alternatively, refund your total holiday cost paid, but you will have no additional claim against us. We reserve the right to move your booking to upgraded accommodation without prior notice and at our expense. Should a sole use event be booked subsequent to your reservation, in the interest of your holiday enjoyment, we reserve the right to cancel your booking and provide you with an alternative as outlined above. If your holiday is cancelled by us due to non-payment of the holiday balance by the date specified on your confirmation by yourselves then the above terms do not apply.
Holiday Safeguard Scheme
For peace of mind, we recommend you protect your holiday in the event that you have to cancel due to unforeseen circumstances. Our Holiday Safeguard Scheme provides you with a level of assurance against the possibility of having to pay the full cost of your holiday in the event of cancellation.
The cost of the Holiday Safeguard Scheme is:
£20 for 7 night holidays
£10 for holidays of up to 4 nights
£1.50 per night for Camping & Touring holidays
Our Holiday Safeguard Scheme must be added to your booking and paid with your initial deposit and cannot be added at a later date.
Qualifying reasons for cancellation:
If you are forced to cancel your holiday, the Holiday Safeguard Scheme will cover you for the following:
- Illness, death, injury or maternity of any person in your party listed at the time of booking, or
- Illness, death or injury of a close relative, or
- Redundancy of any person in your party listed at the time of booking, or
- Jury Service by any person in your party listed at the time of booking.
Provided the Holiday Safeguard Scheme has been paid at the time of booking and the circumstances affecting your ability to take the holiday arose after you made the booking you will not be liable for the remaining balance due on the holiday. You will be required to supply documentary evidence in the form of a Doctor's Certificate, Employer's or Court Notification showing the date they occurred.
If you cancel for a qualifying reason:
If we receive written notice of cancellation due to one of the qualifying reasons more than 56 days prior to the holiday start date then we will refund all money paid (less the Holiday Safeguard Scheme charge).
If we receive written notice of cancellation due to one of the qualifying reasons less than 56 days prior to your holiday start date then we will refund all money paid (less the Holiday Safeguard Scheme charge and the standard deposit).
If we receive written notice of cancellation due to one of the qualifying reasons less than 48 hours prior to the holiday start date the refund will be limited to 30% of the total holiday cost.
The Holiday Safeguard Scheme cover is only valid if the circumstances arise before you leave home for your holiday. If you need to cancel your holiday after 4pm on the holiday start date or cut short your holiday after it has commenced, we are unable to refund any monies paid.
Payments made with vouchers, credit notes or transfer notes will not be refunded.
If you cancel without a qualifying reason:
For bookings cancelled more than 56 days prior to your holiday start date you will forfeit your deposit but we will refund all other money paid (less the Holiday Safeguard Scheme charge).
For bookings cancelled less than 56 days prior to your holiday start date you will forfeit your full holiday cost.
If you cancel without Holiday Safeguard Scheme:
Should you choose not to take our Holiday Safeguard Scheme at the time of booking you will be liable for the full value of the holiday if cancelled by you, regardless of the reason for cancellation, or if full payment is not received 56 days prior to arrival. If you do not take out our Holiday Safeguard Scheme NO refund will be given on any monies paid.
How to cancel:
You must let us know immediately by using the ‘request cancellation’ function in the My Account portal on our website or by calling us on 01271 872 390 should you need to cancel your holiday, however if you cancel by phone your cancellation will only take effect once we receive written confirmation signed by the lead guest. Provided we receive this within 48 hours of your telephone call we will treat the date of the phone call as the date of cancellation.
When cancelling your booking in the My Account portal on our website you should upload your documentary evidence to your cancellation request. If you cancel by phone as soon as possible after cancelling your booking please send us documentary evidence to support your claim and within no more than 7 days of cancellation. If you are cancelling for medical reasons we will need to see medical certificates or written confirmation from your doctor. If you are cancelling for another reason covered by the Holiday Safeguard Scheme we will require sufficient evidence to substantiate your claim to our reasonable satisfaction. To ensure delivery we recommend all mailed cancellation letters are sent by recorded delivery. We will not make any refund until this evidence has been provided.
In the case of multiple or party bookings, such as where more than one Holiday Home or pitch is booked at the same time, cover is assessed on each Holiday Home or pitch individually.
The Holiday Safeguard Scheme is not a policy of insurance, nor does it replicate all the features of a typical holiday insurance policy. If you require insurance cover then you should contact an insurance broker authorised by the Financial Services Authority.
6. Holiday prices
The prices on the individual Park listings and offers are 'from' prices and are the lowest prices available in the applicable date range. All prices quoted include VAT and insurance premium tax at the prevailing rate and are subject to change if these tax rates change before you make final payment. If any new taxes or levies are introduced during the year we will re-invoice you accordingly. In the event of exceptional circumstances, we reserve the right to vary holiday specifications and prices without notice. All prices and charges are subject to change and may go up or down in response to changing market pressures. Any quotations obtained before confirming a booking are subject to change.
Your holiday cost includes the use of all the main Park venues, facilities, activities and entertainment with very few exceptions. Certain facilities and activities are subject to an additional cost or refundable booking deposit, and some facilities/entertainment may be restricted off-peak which is why these holidays cost less.
During the Summer Holidays, we reserve the right to restrict bookings in certain Holiday Homes to 7 and 14 nights only.
7. Special offers
All offers are subject to availability at the time of booking, and to specific offer terms and conditions, and may be withdrawn at any time. These offers only apply to the promotional period stated, and cannot normally be combined with any other offer. Discounts apply to the accommodation or pitch element only and exclude any additional services and extras. Please ensure you claim any special offers when you make your booking as we cannot apply offers retrospectively if you do not claim them before your booking is confirmed. Once your holiday has been confirmed, any subsequent special offers that are made available cannot be redeemed against an existing booking and we are unable to refund the difference between your confirmed holiday price and any special offer prices.
8. Paying for your holiday
On receipt of your deposit we will send you a confirmation and this will clearly show the date that the balance is due by. Payment is acceptable by debit card, credit card, cheque or postal orders.
For self-catering accommodation a non-refundable deposit of £40 per Holiday Home per week or short break plus any applicable Holiday Safeguard Scheme fee is payable when you book your holiday. For Camping & Touring Holidays a non-refundable deposit of £5 per pitch per night plus any applicable Holiday Safeguard Scheme fee is payable when you book your holiday (a minimum of 2 nights may be required on peak dates). The full balance of your holiday is due 56 days prior to the arrival date (84 days if the accommodation has a hot tub), or by the date specified on your confirmation for some special offer bookings. On bookings made fewer days in advance, full payment must be made at time of booking.
Please make cheques payable to Woolacombe Bay Holiday Village Ltd. We regret that we are unable to accept cheques if received 4 weeks or less prior to holiday arrival date. We do not accept cash on the day of arrival.
Returned cheques or unpaid credit/debit card charges will be charged a £20 administration fee and we reserve the right to pass on any costs or bank charges we incur. Post-dated cheques will not be accepted and any bank charges incurred for these cheques are solely your responsibility. We reserve the right to cancel your holiday and retain all monies paid if we have not received full settlement by the balance due date and resell this holiday to another customer. Please note we do not send another reminder after your initial holiday confirmation has been sent to you.
9. Number in your party
The total number in your party (including children and babies) must not exceed the maximum capacity of the accommodation as advertised. In the event that these numbers are exceeded, we reserve the right to exclude or refuse entry to any or all members of your party from our Parks. Only the persons listed on your booking are entitled to stay in your booked accommodation. Group bookings of 6 units or more accepted by advance arrangement and at the Park Manager's discretion only and may require an additional security deposit payable on arrival that will be returned after your holiday provided that your accommodation is undamaged, clean and tidy.
As our Parks are holiday parks we do not accept bookings if you want to stay for work or use the Park as a base to travel to work or for residential use. We may refuse holiday bookings for single occupancy.
On Camping & Touring pitches a maximum of one car is permitted per pitch only with one tourer, motorhome or tent with the exception of pre-booked pup tents on selected pitches. Our largest pitches will allow a 6-8 berth tent; we will not be responsible for any tent not fitting on a pitch if it is over a 6-berth tent.
10. Cots, bed guards and high chairs
These can be hired in all accommodation for a moderate extra charge and pre-booking is recommended as they are subject to availability. A maximum of 2 cots can be accommodated in caravan Holiday Homes and may need to be located in the lounge area; if the convertible bed in the lounge area is being used only 1 cot can be accommodated. You need to bring your own cot linen and may wish to bring a thicker mattress.
11. Special requests
We will endeavour to meet any special requests when we are advised at the time of booking and you confirm your request in writing if you did not make your booking online; please include a telephone number in case of any query. However, we are unable to guarantee any special requests (ie, for adjacent accommodation or a specific location on Park) and these do not form part of the holiday contract and are not a condition of booking. If you are planning a celebration on the Parks or if you are planning to wear fancy dress, you must make us aware before booking and to gain approval from the Park General Manager to ensure this fits in with the needs of all our guests and the Park environment.
12. Guests with special needs
Some Parks and accommodation may have steep gradients, steps or stairs and may not be suitable for prams, wheelchair users or visitors with mobility difficulties. Please let us know at the time of booking if you have any specific requirements and we will try our best to comply with any special requests. If you do not make us fully aware of any requirements before you book we cannot be responsible if the Park or accommodation are unsuitable.
Responsible dog owners are welcome to bring well-behaved dogs in designated accommodation at Woolacombe Bay and Twitchen House and on Camping & Touring pitches at Twitchen House and Easewell Farm. There is a charge to bring each pet, subject to pet friendly accommodation being available. There is a maximum of three pets per booking. Unfortunately, no refund can be given if pets are not in attendance. However, registered guide and hearing dogs belonging to those with visual and hearing impairments are allowed at all Parks free of charge even where the property description states that pets are not allowed. Customers with allergies should be aware that we cannot guarantee that a registered guide dog and/or hearing dog has not stayed in the accommodation nor can we accept any liability for any suffering which may occur as a result of such animals being present. We reserve the right to refuse certain breeds including all dogs listed in the Dangerous Dogs Act 1991. Other pets may be accepted at the discretion of the Park General Manager; please contact us before making your booking to discuss availability and charges. Dogs must be kept on a lead under the control of a responsible adult at all times and wear a collar with an identity tag. You must clean up after your pet. Pets are not permitted in Park facilities including indoor and outdoor swimming pools, entertainment venues, amusement arcades, convenience stores or other retail outlets such as pottery studios, spa and nature activities. Pets are accepted in clearly specified areas only inside bars and restaurants as well as on outdoor dining terraces. Pets should not be left unattended in accommodation or elsewhere on the Park and must not be allowed on bedding and seating. If we think your pet is causing a nuisance or damage on the Holiday Park you will be required to remove it from the Park. Dogs are allowed on the beach in Woolacombe all year but may be restricted to certain areas during the main Summer season.
14. Arrival and departure times
Self-catering accommodation is available from 4pm (or from 2pm for Exclusive, Platinum, Surf Lodge, Surfscape Lodge, Surfview Lodge and Surf Pod, and from 3pm for Gold grades) on the stated day of arrival and must be vacated by 10am on the day of departure. Camping & Touring pitches are available from 12 noon on the stated day of arrival and must be vacated by 10am on the day of departure.
In order to maintain the highest levels of hygiene, any hot tubs are refilled on the day of arrival and may not be fully warm for comfortable use until the evening of your arrival. Hot tubs will be emptied from 8am on your day of departure and so you should not use them after this time.
Please plan to arrive on Park on or after your stated check-in time and be aware that, although we do not run as many activities on check-in days, most of our facilities are open.
Reservations will not be held after 12 midnight on the day of arrival unless prior arrangements have been made with us. If you have not contacted us to advise us of your late arrival we will assume the holiday is cancelled and the total holiday cost will be retained by us.
15. Behaviour and vehicles on Park
Our Parks are intended for families and couples and behaviour of all party members should be appropriate and respectful of other guests and members of staff. If we feel your behaviour is illegal, offensive, disruptive or inappropriate you will be asked to leave immediately and no refund of monies paid will be made. You will be responsible for any damage or breakages occurring in your accommodation during the period of your occupation. You should comply with speed limits, parking and other traffic regulations whilst on Park; all vehicle registration numbers must be provided to us when you check-in at your Park. Portable generators are not permitted. Designated electric car charging points are provided on all Parks but for safety reasons you are not permitted to charge your car using your accommodation or pitch electricity. We are only permitted to sell alcohol to persons aged 18 or over and proof of age may be asked for in the form of a passport or a new style driving licence which includes a photograph.
It is illegal to smoke inside enclosed public buildings. Outside smoking areas are provided. Smoking is also not permitted in our accommodation, however we cannot guarantee that any accommodation has always been smoke free. Also e-cigarettes and vapourisers are not permitted in enclosed public areas or accommodation either. In the event that we find that you have been smoking in our accommodation, we reserve the right to charge you a cleaning fee of £75.
17. Parental responsibility
Children remain the responsibility of their parents or guardians at all times but they should always obey the instructions of the ParkStars, Sports Instructors, EXplorers Rangers and Lifeguards to ensure proper control and safety. We reserve the right to deny access to our facilities/activities to any child we reasonably believe will be unduly disruptive. Parents or guardians are required to remain on Park during kids’ entertainment and EXplorers sessions as these are not child minding services.
18. Bed linen
We provide all linen other than cot linen in all self-catering accommodation. You will need to bring your own tea towels, toilet roll and washing up utensils. Towels are provided in all accommodation with a hot tub, in all other accommodation types please bring your own towels or hire in advance. We do not provide or hire pool towels so please ensure you bring these.
19. Availability of facilities
Whilst every effort is made to ensure all advertised facilities are available during your stay it may sometimes be necessary to limit or close a facility for improvement or additions to the Parks for the future enjoyment of our guests, for health and safety reasons, or essential maintenance or other reasons beyond our control including weather. Should we need to close or withdraw certain facilities or activities we will not be liable to you. Opening times and level of entertainment may be limited outside of peak times which is reflected in the holiday price. Artists and acts featured in our website are representative of those planned to appear in 2022 and all efforts are made to ensure that these acts or those of a similar calibre appear. Our entertainment venues are subject to maximum capacities set by the local Fire Officer, and as such entrance to venues is not guaranteed. As our venues are popular seating cannot be guaranteed or reserved. For health and safety reasons some facilities and activities may have height and/or age restrictions. Children under the age of 18 must be supervised by an adult in the swimming pool. Outdoor pools will be open end May to mid-September (weather permitting). You will need to bring your own pool towels as we do not provide or hire them.
20. Use of facilities
Facilities and activities shown as ‘free’ means they are included in the price of the holiday. To use the facilities, activities and entertainment included in your holiday price you must wear a Woolacombe Bay Holiday Parks wristband. These are issued to guests at check-in. It is your responsibility to ensure that you look after and wear your wristband at all times whilst on Park. These wristbands are issued at Reception at the Park where you are staying according to each guest named on the booking and are only valid when worn. There is a charge for replacing lost wristbands although damaged wristbands can be exchanged at Reception for a replacement. Wristbands from your issuing Park are valid at Woolacombe Bay, Twitchen House and Easewell Farm during your stay.
21. Your holiday environment
Our Parks are situated in country locations and we work hard to preserve their rural character. You may encounter areas of uneven ground, unmade up tracks and paths and limited lighting. You may not be used to walking over grassy, undulating ground or wooded areas and you should take care that you avoid naturally occurring hazards such as slippery mud, low hanging branches or rabbit holes. Some Parks also have lakes, ponds, streams and other areas of open water. After you have checked in we advise you to familiarise yourself with the area around your accommodation and supervise your children appropriately.
22. Limitation of liability
We will not be liable to any person staying at Woolacombe Bay, Twitchen House or Easewell Farm, or to any person visiting the Parks, for any personal injury, fatal or non-fatal unless caused by a negligent act or omission by the Company or its Employees. Nor shall the Company be liable for any injury, loss or damage to any property including motor vehicles, personal effects or luggage however caused or sustained except where it is caused by our negligence or fault. If you leave any property in your accommodation after departure, we will aim to return this to you upon payment of postage and packaging but we cannot be held responsible for any loss or damage.
23. Our service to you
In the unlikely event of there being a problem or dissatisfaction with any matters under our control during your holiday please report them to the Reception Team at the Park immediately so that we may have the opportunity where possible to rectify issues. We will not be responsible for any issue which you knew about during your stay but did not report to us during your stay. If you feel the reported matter is not resolved to your satisfaction during your stay, please write to the General Manager at your Holiday Park within 7 days of returning from your holiday. Any correspondence must be in writing, from the lead guest on the booking and must be signed by the lead guest due to the General Data Protection Regulation. We cannot accept liability in relation to any claim of whatever nature if you fail to notify us in writing within 7 days from the end of your holiday. We will respond to your concerns within 28 days of receipt.
Whilst every effort is made to avoid changes or errors, we're only human. Please check and/or query the details and price of your chosen holiday at the time of booking or immediately on receipt of your confirmation. If we discover an error in the pricing of your holiday after you have booked, we will tell you and ask whether you wish to continue with the booking or cancel it free of cancellation fees.
25. Marketing accuracy
Every care is taken to ensure that all marketing information is accurate at the time of going to press. Photographs are intended for guidance only. Layout plans and artists impressions are for illustrative purposes only. Due to operational circumstances, activities sometimes may be withdrawn.
26. Photography & filming
We regularly take photographs and videos for promotional and training purposes and we occasionally receive requests from TV or other companies to film/photograph on the Parks. Please be aware that filming may be in progress during your break. Should you not wish to appear in any such material please notify us on or before your arrival at the Parks. We do not accept responsibility if, contrary to your wishes, you appear in film or photographs and will not make any financial reward or payment of any kind. In order to protect the privacy of other guests, photography in swimming pool areas and at other selected activities is prohibited.
27. Data protection
The information you give us in connection with your booking is held securely on our computer systems in accordance with the Data Protection Act 1998. By providing us this information you are deemed to accept this and to have the consent of all members of your party to this. However, please note that we can only discuss/amend a booking with the lead guest. Please make sure the other members of your party agree to this. We keep this information to help us improve our service to you and to provide you with information about our holidays by telephone, email and post. If you have registered to receive special offers by post, email, or sms, or by any means other than booking then we will contact you by your preferred contact method to keep you informed of our latest news and offers. If you would prefer not to receive this information from Woolacombe Bay Holiday Parks then please contact us at Woolacombe Bay Holiday Parks, Woolacombe, Devon EX34 7AH. We will not disclose this information to any person outside of Lancaster Leisure Ltd. other than our agents and contractors for the purpose of carrying out your instructions, unless we are legally required to do so for the purpose of crime prevention. We use CCTV cameras in some locations at our Parks for crime prevention and safety reasons. Calls to Woolacombe Bay Holiday Parks may be recorded and used for security and training purposes.
Our websites may use 'cookies' to help analyse web traffic or logs when you visit a particular site, enabling web applications to respond to you as an individual. A cookie is a piece of text which asks permission to be placed on your computer's hard drive, which once you agree the browser adds that text in a small file. The web application can tailor its operations to your needs, likes and dislikes by collecting and saving information about your preferences. Cookies enable us to identify which pages are being used by which type of customer and enable us to develop our website to better match our customers' expectations. We only use this information for statistical purposes then the data is removed from the system. Should you deny our website to place a cookie on your browser this should not prevent you from using our website although you may not be able to book and/or amend a holiday online.
How to contact us
If you need to contact us about your holiday or in connection with these terms and conditions please call or email our Reservations Team via woolacombe.com/contact or write to us at Reservations, Woolacombe Bay Holiday Parks, Woolacombe, Devon EX34 7AH.
Copyright © Woolacombe Bay Holiday Parks 2022.
These booking conditions were published on 21 December 2021 and supersede all those previously published. Prices and booking conditions may be changed or varied subsequently.
Woolacombe Bay Holiday Parks is a trading name of Woolacombe Bay Holiday Village Ltd. Registered in England number: 01853817. VAT registration number: 409 0253 79. Registered office; 30 Bear Street, Barnstaple, Devon EX32 7DD.
To help us to continually improve the quality of service to our guests, we may record or observe some telephone calls. And whilst we always aim to give accurate information and price quotations to telephone enquiries, we are unable to accept responsibility for such information unless it is confirmed in writing. Regrettably we cannot quote for holidays by email or through social media channels.