Terms & Conditions

Polmanter is a family park, catering for touring caravans, trailer tents, tents, motorhomes and self catered guests. Our guests’ enjoyment and safety always comes first and for this reason we ask you to read our terms and conditions below before making a booking.

 

Touring Holiday Terms and Conditions

Polmanter Touring Park – Touring Holidays

Polmanter is a family park, catering for touring caravans, trailer tents, tents, motorhomes and self catered guests. Our guests’ enjoyment and safety always comes first and for this reason we ask you to read our terms and conditions before making a booking.

 

COVID-19 specific Terms & Conditions:
  • To be permitted to operate, we must comply with the Government Test and Trace system. We will be required to confirm the names of all members of the party prior to check-in, and have up-to-date contact details for the lead guest. Regretfully, we may not be able to accept day visitors to the park this year.
  • You must not travel to Polmanter if you have symptoms which may suggest COVID-19, such as fever, cough, shortness of breath or loss of smell (‘anosmia’). Please remain at your home address, and follow government guidance on self isolation and testing.
  • For the safety of other guests and staff, you may not self-isolate at Polmanter. You should respond promptly to any suspected symptoms of COVID-19 to seek a test or immediately return home. We will help you to arrange transport if you are unable to make your way independently, but you would be responsible for the cost of this or consequential loss to the following guest if their break has to be cancelled or curtailed due to a delay in your departure, where we cannot provide them with alternative accommodation.
  • You must inform us if you or your party develop symptoms, so that we can consider any immediate actions required to help reduce the risk to others. You must also let us know if you have a positive test result, during or after returning from your stay, so that we can support the Test and Trace process.
  • We will provide information before arrival, at check-in, and displayed around the park, to detail the measures in place to promote the safety of guests and staff, guided by Government advice at that time.
  • By making or continuing with this booking, you agree that you and members of your party will follow this guidance. Parties refusing to comply with safety requirements may be asked to leave the park, without refund.

 

Our facilities are reduced or curtailed according to the season

We will aim to ensure that The Stable Bar and Restaurant, and swimming pool will be open from the end of May to mid-September. We’ll take every effort not to, but we may need to make alterations to or withdraw certain facilities to ensure guest safety, following risk assessment, government and local authority guidance. No refunds or discounts will be offered in this circumstance.

Please contact our reception team for additional low season availability (including Easter weekend) or detailed opening dates/times for the Stable Bar.

 

Advance bookings

from Saturday 17th July to Friday 27th August 2021 and Saturday 16th July to Friday 26th August 2022 can only be made to arrive/depart on a Friday, Saturday or Sunday, for a minimum of seven nights. Advance bookings made at other times should be for a minimum of three nights.

 

Booking conditions

We cater for families and couples, and we cannot accept bookings from all-male or all- female parties of three or more, (unless this comprises of couples). We may turn down any booking we don’t feel is appropriate for our environment.

To book:

The person making the booking is responsible for it and warrants that they are over 18 years of age and that the party will contain six people or fewer.

 

This contract

is with Polmanter Ltd, Polmanter Touring Park, Halsetown, St Ives, Cornwall TR26 3LX.

A contract exists as soon as you have paid a non-refundable deposit of £50 per week or part week and we have issued our confirmation email / letter. We recommend that you check this carefully to make sure that it reflects your wishes. If you notice any discrepancies, please let us know within seven days (or 24 hours if your holiday is due to start within 14 days).

The terms outlined in this contract do not affect your statutory rights.

The price of your holiday includes VAT.

Once your booking is made, the price of your holiday will not change unless your requirements change. The deposit is non-transferable, and comprises of a booking fee and reservation fee.

We ask that the balance of your holiday be paid at least 42 days (six weeks) before the start date. This applies to all holidays and no reminders are sent out. If your balance isn’t received in time, your holiday could be cancelled and your deposit lost. We are unable to transfer holidays to another person or year.

 

If we cancel your holiday

If we are unable to provide the booked holiday and have to make a cancellation before it is due to start due to circumstances within our control, you will be entitled to a full refund of the money you have paid. Polmanter Ltd will not accept liability for any associated costs or compensation.

Polmanter Limited are not liable for refunds, or expenses you incur, in the event we are prevented from fulfilling your booking as a result of circumstances beyond our control. Such circumstances shall include (but not be limited to) war, terrorism, riots or civil unrest, industrial action, flooding, natural disaster, epidemics, health risks or such similar events (“Force Majeure”). We recommend that you ensure you have adequate holiday insurance in place to cover this.

 

Changing your holiday

Once we have accepted your booking, you may request to change the dates (within the same calendar year) or amend booked extras up to 42 days before arrival. An admin fee of £10 will apply.

Should you need to change your holiday dates less than 42 days before your arrival date, our standard cancellation terms apply. We recommend you consider our Holiday Protection Plan or purchase holiday insurance which may provide you with additional flexibility.

Should you require other amendments to your booking such as refunding booked extras, please contact us to request this, an admin fee of £10 will apply.

 

If you cancel your holiday

You can cancel your holiday at any time and this cancellation will be effective on the date it is received by us in writing or via email. Our standard cancellation charges are:

  • More than 43 days: value of deposit
  • 42 days and under: 100% of total holiday

If you do not take out our Holiday Protection Plan we strongly recommend taking out your own holiday insurance to protect against loss of your holiday cost for cancellations less than 42 days before arrival, as we cannot issue refunds in this circumstance.

 

Cancellation due to national or local COVID-19 restrictions:

Where the law prevents you from visiting or staying with us due to the COVID-19 pandemic travel restrictions:

  • If your holiday has not started we will credit your booking in full towards a future holiday with us, or you may request a full refund less any costs we have already incurred which we cannot recover elsewhere (“Direct Costs” – capped at £15 per booking where only a deposit has been paid, and £25 where the full balance has been paid).
  • If your holiday has started, then we will refund in full any full days unused when you/we cancel, again less any Direct Costs.

 

COVID-19 illness or requirement to Self-isolate:

COVID-19 is now a known risk and it is possible for you to insure your holiday against it. If you do not take out our Holiday Protection Plan we strongly recommend that you seek insurance with COVID-19 cover to reimburse you in the event that you or one of your party becomes ill or is required to self-isolate due to COVID-19, as you must not proceed with your holiday in these circumstances, and we will not provide a refund.

 

Our Holiday Protection Plan

We are pleased to introduce our Holiday Protection Plan for touring holiday guests, which offers the reassurance of knowing that your holiday is protected should or a named member of your party experience:

(1)

  • sickness preventing travel in a member of your party – including illness or the requirement to self isolate due to COVID-19;
  • redundancy;
  • jury service;
  • or death of a member of the party or an immediate relative*.

*spouse, parent, child, or sibling of you of a named person in your party

You will only be eligible for payment under the Holiday Protection Plan if these circumstances arose after the date you purchased the protection and affect your ability to take your holiday.

Or:

(2) you need to cancel your holiday for another reason.

This scheme must be taken out at the time of booking or prior to payment of your holiday balance, and may only be applied to Touring and Camping holiday bookings.

The plan covers individuals named on your booking at the time it is purchased.

Cost: £2.50 per pitch, per night.

 

In the unfortunate circumstance that you need to use our Protection Plan due to the specified reasons in (1) please contact us as soon as possible. On receipt of satisfactory evidence of the reason for cancellation including Doctors certificate, formal notification of redundancy or jury service, death certificate, COVID-19 test result or evidence of requirement to self-isolate, we will issue a credit note or process a refund of the following sum within 10 working days:

  • 28 days or more before the holiday start date – Full refund of all monies paid after deduction of the Holiday Protection Plan payment.
  • 8-27 days before the holiday start date – 80% refund of all monies paid after deduction of the Holiday Protection Plan payment.
  • 7 days or less before the holiday start date – 60% refund of all monies paid after deduction of the Holiday Protection Plan payment.
  • Cancellation as a result of infection or the requirement to self-isolate due to COVID-19 up to the holiday start date – Full refund of all monies paid after deduction of the Holiday Protection Plan payment.

 

(2) If you are cancelling for any other reason and you have taken our Holiday Protection Plan, please contact us as soon as possible, and we will issue a credit note or process a refund of the following sum within 10 working days:

  • 43 days or more before the holiday start date: Full refund of all monies paid after deduction of the Holiday Protection Plan payment.
  • 28-42 days before the holiday start date – 70% refund of all monies paid after deduction of the Holiday Protection Plan payment.
  • 15-27 days before the holiday start date – 50% refund of all monies paid after deduction of the Holiday Protection Plan payment.
  • 14 days or less before the holiday start date – 40% refund of all monies paid after deduction of the Holiday Protection Plan payment.

 

Please note: 

  • Our Holiday Protection Plan covers you until you arrive on site, after which refunds cannot be given if, for any reason, you decide to leave early.  
  • The holiday protection plan will not cover you for losses incurred other than those sums paid to Polmanter Limited.

You may wish to take out your own holiday insurance to cover this.

 

Pitches

Please tell us the size of your unit, including any tents, when making your booking so that we can allocate you a pitch large enough for your needs (maximum tent size 8x8m including guy ropes). If your requirements later change, we can’t guarantee to provide an appropriately sized pitch. We are unable to accept bookings for large American-style motor homes.

If you’d like a particular pitch without electricity, water or drainage, please give us a call.

Whenever possible, your pitch will be ready by 12.30pm on arrival day. Please use the arrivals area provided at the entrance to the park. This space is available after 2am on the first day of your holiday. Do not plan to arrive before 2am.  To avoid disruption to other guests, the latest time you can move onto your pitch is 10pm on your arrival day. If for any reason you do not arrive on the date booked, and if you haven’t let us know that you are still coming, the pitch may be re-let from 6pm on the next day.

We will try our hardest to allocate the pitch of your choice, but acceptance of a booking is not conditional on the allocation of a particular pitch.

Your pitch number and directions to it will be confirmed on arrival. If you are in any doubt about whether you are on the correct pitch, please check with a member of staff, as you are likely to need to move if you are on the wrong pitch.

While we’ll do our best to help, if you would like to extend your stay beyond the booked dates we are unable to guarantee that the same pitch will be available.

On your departure day, you will need to have vacated your pitch by 11am, so that we can have the pitch ready for the next guest by 12.30pm. If your pitch is not booked, we may be able to offer a late departure for a small fee, please contact reception for details.

 

Dogs

We welcome up to two dogs per pitch. If you bring your dog with you, we ask that you:

  • Keep the dog on a short lead (two metres) within the park at all times.
  • Make use of the designated field to exercise your dog off a lead.
  • Clean up after your dog.
  • Do not leave your dog unattended at any time

We may ask owners to remove dogs from the park if they become a nuisance or danger to other guests. Refunds will not be given in this instance.

 

Wireless Internet Access

Wireless internet access is provided on site by Camping Connect. The service is provided for pleasure and not business purposes, and parental supervision is advised for use by children. Unforeseen circumstances may interrupt this service, and no compensation will be given in this event. For more information, please see support.campingconnect.co.uk/polmanter

 

Power and Electric Vehicle Charging

Payment for a ‘Serviced’ or ‘Multi-serviced’ pitch includes a fee to cover use of a single 16amp electric socket for light domestic use such as lighting your caravan / tent and powering appropriate appliances such as television, kettle, toaster or charging handheld devices. You may not use a splitter or adaptor at the post, to increase the number of external sockets available to you. The supply may not be used to power large appliances, such as space heaters for awnings, or for charging Electric Vehicles, as these may overload our system and are not included within the fee paid.

We welcome electric vehicles, and our team are happy to advise drivers regarding onsite and other local EV charging facilities.

 

Day visitors

If you wish to have visitors during your stay, please ask them to report to reception on arrival with their car registration number. Four hours’ free parking is provided for visitors (up to 10pm) in the designated area. For visits longer than four hours, there is a parking charge of £4.50. Cars are parked at the owner’s risk. For insurance reasons, use of the park facilities is for guests only.

 

Holiday behaviour standards

To maintain the happy atmosphere of the park, we reserve the right to ask anyone contravening these terms and conditions or behaving in a manner likely to cause distress or nuisance to leave immediately. If this happens, the holiday will cease and we will not be liable for any extra costs incurred.

By making a booking with us you will enter into a contract in which you agree, on behalf of yourself and the other people in your party (including children), to respect our standards of behaviour:

  • To act in a courteous and considerate manner towards our staff and guests.
  • To ensure children are not disruptive or a danger to themselves or others. Parents are reminded that they are responsible for the behaviour of their children at all times and we reserve the right to insist that a child is continually supervised should their behaviour be identified as a nuisance to others. All children and teenagers should be with their parents/guardians by 10pm and must not be allowed to roam the park.
  • To ensure all ball games are played in the sports area provided and not in the rest of the park.

 

You also agree that you will not:

  • Commit any criminal offence at the park or undertake any criminal activity.
  • Commit any acts of vandalism or nuisance.
  • Create undue noise or disturbance and keep noise to a minimum, especially after 10pm and before 8am.
  • Carry on any trade or business while at the park.
  • Allow any underage drinking on the park.
  • Fly remote-control helicopters, quadcopters or drones, for the safety and privacy of other guests, without our express written permission.

We don’t knowingly allow any guest to use or visit our parks who:

  • has an unspent criminal conviction;
  • has an entry on a criminal register (including the sex offenders’ register);
  • has any record of any order indicating antisocial behaviour, violence, abuse, public disorder, or criminal damage or any other form of antisocial behaviour;
  • is a convicted sex offender, subject to the notification requirements of the Sexual Offences Act 2003; or
  • is subject to a Risk of Sexual Harm Order or Child Abduction Notice.

If you don’t disclose this information about yourself or any other member of your party, and it later becomes known to us, we reserve the right to cancel your booking and require that you, and the other members of your party, leave the park, without refund.

 

Health and safety

For your wellbeing and safety, we ask that you respect the following guidance:

  • The speed limit within the park is 5mph
  • The provisions of the Highway Code apply to roads on the park.
  • Commercial vehicles cannot be brought into the park unless pre-arranged.
  • No mechanical or repair work is to be undertaken within the park.
  • No recreational vehicles can be used in the park, including motorised and electric scooters.
  • Bicycles and non-motorised scooters must be ridden with care and helmets should be They must not be ridden on steps/footpaths, or inside buildings. Young children must be supervised when riding on or near the site roads.
  • Electric bikes may be used on site by guests over the age of 18yrs, and the 5mph speed limit must be observed.
  • Skateboards should not be used.
  • The sports field should be used for all ball games, kite flying etc.
  • Children should be supervised by an adult and follow the displayed rules at all times while using the indoor soft play.
  • Guidance for use of the swimming pool is displayed at the pool entrance. Children under 15 years of age must be supervised by an adult (18 years or older), and anyone misusing the pool will be excluded from the area for the remainder of their stay. Only swimming aids, such as armbands, are allowed; inflatables, surfboards or balls cannot be accommodated. Diving in the pool is not allowed. The lead guest agrees to familiarise themselves with the Swimming Pool Rules, and will ensure that their party follows these, for the safety of themselves and others.
  • Please make yourself aware of the nearest fire point.

 

General
  • If you lose anything whilst staying on site, please report it to reception. We cannot accept liability for any lost or stolen property.
  • Raised barbecues are welcome, and blocks are available for use with disposable barbecues (please enquire at reception). However, we do not permit open fires and chimineas.
  • Litter and tied bin refuse bags must be placed in the bins provided. Rubbish must not be left outside tents, caravans or motorhomes due to seagulls. We have recycling points on site, which we encourage you to use when possible.
  • We ask that you do not use generators.
  • We are unable to accept gazebos, event shelters or day tents on site.
  • To preserve the dark sky and avoid disturbance to fellow guests, we request that lighting on and around tents, caravans and motorhomes is kept to a minimum. This means that from 2021, we will no longer allow guests to display illuminated flag poles. We reserve the right to request other lights are removed or turned off, and flags which cause a noise disturbance are taken down, if affecting other guests’ enjoyment of the park.
  • No refunds will be given if you leave the park before the end of your booked holiday, unless this is due to a breach of some obligation on our part, which would justify cancelling the holiday.
  • We reserve the right to make changes to these conditions at any time if the need arises.
  • Information you share with us will be stored on our systems in accordance with EU General Data Protection Regulations (GDPR). We will not share this information with a third party. For further information, see our Privacy Policy.

 

Complaints

We hope you will have a fantastic stay but if you have a complaint about anything during your holiday, please let a staff member know immediately so that we can have the opportunity to address the issue. If you’d like to follow it up after leaving, we ask that you get in touch within 28 days of departure.

 

Access statement and policy

We aim to provide the very best service to all of our guests and have a specially prepared access statement available at www.polmanter.com/accessibility, which describes the facilities we have to offer. We can also provide a copy of our terms and conditions or booking form in large print. If you would like a copy, or wish to discuss any other special needs, just make a member of our booking team aware.

 

Updated February 2021

Self Catering Holiday Terms and Conditions

Polmanter Touring Park – Self Catering Holidays

Polmanter is a family park, catering for touring caravans, trailer tents, tents, motorhomes and self catered guests. Our guests’ enjoyment and safety always comes first and for this reason we ask you to read our terms  and conditions before making a booking.

 

COVID-19 specific Terms & Conditions
  • To be permitted to operate, we must comply with the Government Test and Trace system. We will be required to confirm the names of all members of the party prior to check-in, and have up-to-date contact details for the lead guest. Regretfully, we may not be able to accept day visitors to the park this year.
  • You must not travel to Polmanter if you have symptoms which may suggest COVID-19, such as fever, cough, shortness of breath or loss of smell (‘anosmia’). Please remain at your home address, and follow government guidance on self isolation and testing.
  • For the safety of other guests and staff, you may not self-isolate at Polmanter. You should respond promptly to any suspected symptoms of COVID-19 to seek a test or immediately return home. We will help you to arrange transport if you are unable to make your way independently, but you would be responsible for the cost of this or consequential loss to the following guest if their break has to be cancelled or curtailed due to a delay in your departure, where we cannot provide them with alternative accommodation.
  • You must inform us if you or your party develop symptoms, so that we can consider any immediate actions required to help reduce the risk to others. You must also let us know if you have a positive test result, during or after returning from your stay, so that we can support the Test and Trace process.
  • We will provide information before arrival, at check-in, and displayed around the park, to detail the measures in place to promote the safety of guests and staff, guided by Government advice at that time.
  • By making or continuing with this booking, you agree that you and members of your party will follow this guidance. Parties refusing to comply with safety requirements may be asked to leave the park, without refund.

 

Our facilities are reduced or curtailed according to the season

We will aim to ensure that The Stable Bar and Restaurant, and swimming pool will be open from the end of May to mid- September. We’ll take every effort not to, but we may need to make alterations to or withdraw certain facilities to ensure guest safety, following risk assessment, government and local authority guidance. No refunds or discounts will be offered in this circumstance.

Please contact our reception team for additional low season availability (including Easter weekend) or detailed opening dates/times for the Stable Bar.

 

Advance bookings

can only be made to arrive/depart on a Saturday (the cottage) or Sunday (the apartments), for a minimum of seven nights in peak season. Short breaks, and alternative arrival days may be available at other times.

 

Arrival and departure times

We will aim to have your property ready on arrival day by 3pm, and it must be vacated by 10am on your departure day. When you get here, please use the arrivals area provided at the entrance to the park. This area is available from 2am on the first day of your holiday, should you arrive early, and in the touring season, after you have checked in at our reception, you are welcome to use the facilities at the Touring Park until your property is available. If an earlier check in is required, please contact us.

 

Booking conditions

We cater for families and couples. We may turn down any booking we don’t feel is appropriate for our environment.

To book:

The person making the booking is responsible for it and warrants that they are over 18 years of age and that the party will contain a maximum of: 4 people (+/- infant in a cot) for the apartments (Kerenza and Demelza) and 6 people including infants in The Cottage.
We reserve the right to ask your whole party to leave the premises without refund, if you exceed this occupancy rule.

 

This contract

is with Polmanter Limited, Polmanter Touring Park, Halsetown,  St Ives, Cornwall TR26 3LX.

A contract exists as soon as you have paid a deposit of 30% of the holiday cost, and we have issued a confirmation email/letter. We recommend that you check this carefully to make sure it reflects your wishes. If you notice any discrepancies, please let us know within seven days (or 24 hours if your holiday is due to start within 14 days).

The terms outlined in this contract do not affect your statutory rights.

The price of your holiday includes VAT.

Once your booking is made, the price of your holiday will not change unless your requirements change. The deposit is non-transferable, and comprises of a booking fee and reservation fee.

We ask that the balance of your holiday be paid at least 42 days (six weeks) before the start date. This applies to all holidays and no reminders are sent out. If your balance isn’t received in time, your holiday could be cancelled and your deposit lost. We are unable to transfer holidays to another person or year.

 

If we cancel your holiday

If we are unable to provide the booked holiday and have to make a cancellation before it is due to start, due to circumstances within our control, you will be entitled to a full refund of the money you have paid. Polmanter Ltd will not accept liability for any associated costs or compensation.

Polmanter Limited are not liable for refunds, or expenses you incur, in the event we are prevented from fulfilling your Booking as a result of circumstances beyond our control. Such circumstances shall include (but not be limited to) war, terrorism, riots or civil unrest, industrial action, flooding, natural disaster, epidemics, health risks or such similar events (“Force Majeure”). We recommend that you have adequate holiday insurance in place to cover this.

 

Changing your holiday

Once we have accepted your booking, you may request to change the dates (within the same calendar year) or amend booked extras up to 42 days before arrival, subject to availability. An admin fee of £10 will apply.

Should you need to change your holiday dates less than 42 days before your arrival date, our standard cancellation terms apply. We recommend you purchase holiday insurance which may provide you with additional flexibility.

Should you require other amendments to your booking such as refunding booked extras, please contact us to request this, an admin fee of £10 will apply.

 

If you cancel your holiday

You can cancel your holiday at any  time and this cancellation will be effective on the date it is received by us in writing or via email.

Our standard cancellation charges are:

  • More than 43 days: value of deposit only.
  • 28-41 days: 60% of the holiday cost
  • 14-27 days: 75% of the holiday cost
  • 0-13 days: 100% of total holiday cost.

If we are able to re-let the dates which you had booked, then we may be able to make a greater refund, less any expenses incurred and a £50 administration fee.

If you depart voluntarily from the property before the end of the date of the rental period, no refund shall be given in respect of the remainder of your holiday.

We strongly recommend taking out your own cancellation insurance, including cover for COVID-19 related illness.

 

Cancellation due to national or local COVID-19 restrictions

Where the law prevents you from visiting or staying with us due to the COVID-19 pandemic travel restrictions:

  • If your holiday has not started, we will credit your booking in full towards a future holiday with us, or you may request a full refund less any costs we have already incurred which we cannot recover elsewhere (“Direct Costs” – capped at £25 per booking where only a deposit has been paid, and £50 where the full balance has been paid).
  • If your holiday has started, then we will refund in full any full days unused when you/we cancel, again less any Direct Costs.

 

COVID-19 related illness or requirement to Self-isolate

COVID-19 is now a known risk and it is possible for you to insure your holiday against it. We strongly recommend that you seek insurance with COVID-19 cover to reimburse you in the event that you or one of your party becomes ill or is required to self-isolate due to COVID-19, as you must not proceed with your holiday in these circumstances, and we will not provide refunds other than those summarised in our standard cancellation terms above.

 

Rooms

We will require information about your party, including the bed configuration you require for your party, whether you are bringing an infant, and whether you are bringing a dog.

We can provide a wooden (folding) cot, mattress and highchair that meet European safety standards, for guests under 2yrs of age. Please bring your own cot bedding/linen.

One set of linen and towels is provided for your holiday of less than 2 weeks. A mid-stay linen change will be provided for holidays lasting two weeks or more, unless otherwise instructed. 

We will aim to have your property ready on arrival day by 3pm at the latest, and it must be vacated by 10am on your departure day. When you get here, please use the arrivals area provided at the entrance to the park. This area is available from 2am on the first day of your holiday, should you arrive early, and in the touring season, after you have checked in at our reception, you are welcome to use the facilities at the Touring Park until your property is available. If an earlier check in is required, please contact us.

We will try our hardest to allocate the apartment of your choice, but reserve the right to offer an alternative apartment should your chosen property be unavailable. In this event, any difference between the listed cost of the booked apartment and alternative would be refunded, but no further compensation would be offered.

 

Damage deposit

1 week before your arrival, we will require payment of a £250 security deposit. An inventory is provided in your welcome pack, please report any discrepancies to reception within 24 hours of arrival, otherwise the inventory will be deemed to be correct.

We will issue you one or two sets of keys to the property. All keys must be returned on departure. If you lose a set of keys, we will deduct the cost of the replacement from your security deposit.

The property will be checked following your departure. We will report to you in writing within 7 days of departure, with details of the damages/loss incurred and/or additional cleaning costs beyond reasonable wear and tear, with an indication of any possible deductions along with photographic evidence (where applicable). We do not routinely charge for minor breakages of crockery etc. however we do request that you report any breakages, spillages etc. as soon as possible so that we can arrange any necessary cleaning or replacements.

You will have 5 working days to respond with any queries. Once investigations are complete, we will confirm final deductions and refund any monies owed to you within 48 hours.

We reserve the right to seek to recover further reasonable costs if the deposit total is insufficient to replace or repair damage caused to the property or its contents during your stay.

 

Dogs

We welcome up to two dogs per property. If you bring your dog with you, we ask that you:

  • Do not permit your pet in the bedrooms or on the furniture
  • Do not leave your pet in the property unsupervised as this can result in considerable damage to the property and distress to the pet.
  • Keep them on a short lead (two metres) within the park at all times.
  • Make use of the designated field to exercise your dog off a lead.
  • Clean up after your dog.

A weekly charge of £35 will be made for each dog.

We may ask owners to remove dogs from the park if they become a nuisance or danger to other guests.

 

Smoking

You or your party must not smoke in any part of the apartment.  If it is evident that smoking has occurred during your stay you may be required to vacate the property and forfeit the remainder of your holiday.  If there is evidence of smoking at the holiday property after departure, a charge may be made to rectify the issue caused by the effects of this, up to and including liability for the cost of cancelling all or part of any subsequent bookings if the property has been rendered uninhabitable.

 

Wireless Internet Access

We aim to offer high-quality WiFi internet in our self catering accommodation, but it is provided for pleasure and not business purposes. Unforeseen circumstances may interrupt this service, and no compensation will be given in this event. We cannot accept bookings if they are reliant on the provision of uninterrupted and unlimited provision of WiFi.

 

Electric Vehicle Charging

A 7kW universal electric car charging socket is available at a dedicated parking space for each property. Unforeseen circumstances may interrupt this service. We will endeavour to provide an alternative charging point on site where possible, if unavailable, compensation would be limited to £45 per week.

 

Day visitors

If you wish to have visitors during your stay, please ask them to report to reception on arrival with their car registration number. Four hours’ free parking is provided for visitors (up to 10pm) in the designated area. For visits longer than four hours, there is a parking charge of £4.50. Cars are parked at the owner’s risk. For insurance reasons, use of the park facilities and hot tub are for resident guests only.

 

Access

In the event of emergency, we may need to gain access to the property with or without your presence. In the rare circumstance that we otherwise need access to repair or maintain the property, we will provide notice and aim to arrange this at a mutually convenient time.

 

Holiday behaviour standards

To maintain the happy atmosphere of the park, we reserve the right to ask anyone contravening these terms and conditions or behaving in a manner likely to cause distress or nuisance to leave immediately. If this happens, the holiday will cease and we will not be liable for any extra costs incurred.

By making a booking with us you will enter into a contract in which you agree, on behalf of yourself and the other people in your party (including children), to respect our standards of behaviour:

  • To act in a courteous and considerate manner towards our staff and guests.
  • To supervise children so that they are not a nuisance or danger to themselves or others.
  • To ensure dogs are not allowed in bedrooms or on the lounge furniture.

You also agree that you will not:

  • Commit any criminal offence at the park or undertake any criminal activity.
  • Commit any acts of vandalism or nuisance.
  • Create any undue noise or disturbance and keep noise to a minimum, especially after 10pm and before 8am.
  • Carry on any trade or business while at the park.
  • Allow any underage drinking on the park.
  • Fly remote-control helicopters, quadcopters or drones, for the safety and privacy of other guests without our express written permission.

We don’t knowingly allow any guest to use or visit our parks who:

  • has an unspent criminal conviction;
  • has an entry on a criminal register (including the sex offenders’ register);
  • has any record of any order indicating antisocial behaviour, violence, abuse, public disorder, or criminal damage or any other form of antisocial behaviour;
  • is a convicted sex offender, subject to the notification requirements of the Sexual Offences Act 2003; or
  • is subject to a Risk of Sexual Harm Order or Child Abduction Notice.

If you don’t disclose this information about yourself or any other member of your party, and it later becomes known to us, we reserve the right to cancel your booking and require that you, and the other members of your party, leave the park, without refund.

Health and safety

For your wellbeing and safety,  we ask that you respect the  following guidance:

  • Please read and adhere to the information provided in the property, particularly that relating to Fire Safety. Appliance instruction manuals are provided, please contact us if you have any concerns or queries.
  • The speed limit within the park is 5mph.
  • The provisions of the Highway Code apply to roads on the park.
  • Commercial vehicles cannot be brought into the park unless pre-arranged.
  • No mechanical or repair work is to be undertaken within the park.
  • No recreational vehicles can be used in the park, including motorised and electric scooters.
  • Bicycles and non-motorised scooters must be ridden with care and helmets should be They must not be ridden on steps/footpaths, or inside buildings. Young children must be supervised when riding on or near the site roads.
  • Electric bikes may be used on site by guests over the age of 18yrs, and the 5mph speed limit must be observed.
  • Skateboards should not be used.
  • The sports field should be used for all ball games, kite flying, etc.
  • Children should be supervised by an adult and follow the displayed rules at all times while using the indoor soft play area.
  • Guidance for use of the outdoor swimming pool is displayed at the pool entrance. Children under 15 years of age must be supervised by an adult (18 years or older) and anyone misusing the pool will be excluded from the area for the remainder of their stay. Only swimming aids, such as armbands, are allowed; inflatables, surfboards or balls will not be accommodated. Diving in the pool is not allowed. The lead guest agrees to familiarise themselves with the Swimming Pool Rules, and will ensure that their party follows these, for the safety of themselves and others.

 

General
  • You have the right to occupy the property for a holiday only (within the meaning of Schedule 1, Paragraph 9 of the Housing Act 1988).
  • If you lose anything whilst staying on site, please report it to reception. We cannot accept liability for any lost or stolen property. You are responsible for ensuring the accommodation is emptied of all your belongings and we do not accept liability for returning items left behind.
  • We do not provide barbeques or fire pits. Should you bring your own, you must ensure that only smokeless fuels are used to avoid disturbance to neighbouring residents.
  • Bagged waste must be put in the external general waste and recycling bins provided. Please inform reception should these require emptying during your stay.
  • No refunds will be given if you leave the park before the end of your booked holiday, unless this is due to a breach of some obligation on our part, which would justify cancelling the holiday.
  • We reserve the right to make changes to these conditions at any time if the need arises.
  • Information you share with us will be stored on our systems in accordance with EU General Data Protection Regulations (GDPR). We will not share this information with a third party. For further information, see our Privacy Policy.

 

Hot Tub use: (Morwenna cottage only)

Morwenna Cottage benefits from the use of a private hot tub for an additional fee.

For your safety and enjoyment, the rules and guidelines below must be adhered to when using the hot tub. The party leader, is responsible for making sure that all members of their party are aware of and strictly adhere to the guidelines.

The hot tub is only to be used by named guests staying at the property, and not by visitors.

The tub is drained and sanitised between every booking, and regular daily checks must be carried out to monitor and adjust the water quality.

It is vital that the hot tub is kept clean for your own safety – please follow the provided rules around showering before use, and not using sun-cream or fake tan. Failure to do so may result in a deduction from your security deposit to pay for additional draining and cleaning of the hot tub mid-stay (£100), or no further access to the tub for the remainder of your stay.

The hot tub thermostat is pre-set and you cannot adjust this manually. If you prefer a slightly lower temperature for the duration of your stay, you can request that we adjust this prior to your arrival or one of our regular checks. The water temperature will drop during use, particularly during cold weather. The temperature will rise again once the cover is replaced.

Please also note:

  • Children under the age of 4 must not be allowed to use the hot tub.
  • People with infectious diseases should not use the hot tub.
  • Pregnant women, persons suffering from obesity, heart disease, low or high blood pressure, circulatory problems, diabetes, or individuals on medication that induces drowsiness, affects your heart rate, blood pressure or circulation should consult a doctor before using the hot tub.
  • Persons using medication should consult their doctor before using the tub.
  • Do not allow any pets in the tub
  • Do not use the tub immediately after strenuous exercise.
  • The hot tub must not be switched off at the mains switch, and for safety and water cleanliness, the cover must be in place when the tub is not in use.
  • Always unclip the lid before removal is attempted. Do not drag the vinyl cover using the cover straps, always use the handles. Do not stand on the tub cover. Any damage to the cover or tub will be charged for.
  • Do not interfere with any filters or other compartments.
  • Always shower and use the toilet before use.
  • Do not submerge your head under the water, do not drink the water, or allow the water to enter your mouth.
  • Keep all loose articles of clothing or hanging jewellery away from rotating jets and other moving components.
  • Do not use any glassware or crockery in the tub. Broken glass will be dangerous to users of the tub and its mechanism, so please inform us as soon as possible if an accident occurs.
  • Do not use detergent or soaps of any kind in the hot tub.
  • The use of drugs, alcohol or medication before or during hot tub use, may lead to a danger of drowning.
  • Please take every care to use the hot tub responsibly and please do consider your neighbours if using the hot tub at night, as noise complaints will be taken seriously.
  • The hot tub must not be used between 10pm and 8am.

 

Complaints

We hope you will have a fantastic stay but if you have a complaint about anything during your holiday please  let a staff member know immediately so that we can try to rectify any issues.

If you’d like to follow it up after leaving, we ask that you get in touch within  28 days of departure.

 

Access statement and policy

We aim to provide the very best service to all of our guests and have a specially prepared access statement available, which describes the facilities we have to offer. We can also provide a copy of our terms and conditions and a booking form in large print. If you would like a copy, or wish to discuss any other special needs, just make a member of our booking team aware.

 

Liability

We cannot accept liability for failure to perform any of our obligations if this results from circumstances beyond our reasonable control (including, but not limited to breakdown of domestic appliances, internet access, plumbing or wiring, exceptional weather conditions, natural disaster, health risks and changes to services provided by a third party).
We will not accept liability for any death or personal injury unless this results from our negligence. Our total liability in respect of any losses arising in relation to the letting of the property shall not exceed the amount paid by you for the property.

 

Updated April 2021

Optional Holiday Protection Plan for Touring Park guests

Please see our full Terms and Conditions above, or click here for a summary of our Holiday Protection Plan for Touring Park guests.

 

Regretfully, we are unable to offer this plan to Self Catering guests, and strongly recommend you take out travel insurance to offer financial protection in the event that you need to cancel.

Privacy Policy