Terms & Conditions – Holiday Booking
- We use the “Anytime Booking Service” to manage Wyldecrest Holiday bookings. Please view the Anytime Booking Terms and Conditions here.
I – Your Agreement is with Wyldecrest Parks
Wyldecrest Parks and Wyldecrest Parks Northern (part of Wyldecrest Group) are the operating company of the holiday parks shown on our website. 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 the booking and, where applicable, to every member of your party.
II – Your booking
Your booking shall be in accordance with the details confirmed at the time of booking. When you submit a booking and before any monies are exchanged, you will receive an email with your provisional booking and receipt. Please note this does not form a contract between us and it is not a guarantee of your booking. Any provisional booking made is subject to both partial or full payment and our authorisation. A provisional booking will be held for up to 48 hours by the booking system, until your deposit has been made. If no payment is made the booking system cancels the booking. The price, as shown on your provisional receipt, will also only be guaranteed for the same period of 48 hours.
Although not frequent, sometimes mistakes and errors on the system may occur. We reserve the right to not accept your provisional booking in such circumstances, as long as we inform you of this before any payment has been made.
III – Changing your booking
Your booking shall be non-transferable and non-alterable within 14 days of your holiday start date. You can however make alterations to your booking, such as changing your accommodation or park to another within the same year, as long as you do so up to 14 days before your holiday start date. Alterations are always subject to availability and payment of a non-refundable £25 administration fee as well as any outstanding difference in price. We regret that we are unable to refund any monies paid in the case that any alterations reduce the total cost of your holiday. We always try our best to accommodate your requests but no guarantees can be given.
IV – When we change your booking
If we, in exceptional circumstances, have to change or cancel your booking, we will contact you as soon as possible before the start of your holiday to make you aware of any alterations/cancelation and you may choose to either:
- Accept the changes we offer you
- Accept an alternative holiday with us at the same price
- Receive a full refund including deposit
Please note that we do not pay compensation in any circumstances where we have to change or cancel your booking, including those arising from unforeseeable circumstances (i.e. natural disasters, bad weather, technical issues, mechanical breakdown, unforeseen plumbing issues, etc.)
V – Cancelling your booking
If you wish to cancel your booking you must do so in writing. You can send your cancellation by post to; Holiday Lettings Department, Wyldecrest House, 857 London Road, Grays, Essex, RM20 3AT, or contact us here
Your booking reference number must always be quoted along with the lead name on your booking. Please note that your cancellation will only be effective from the date we receive your written confirmation.
If you cancel 31 days prior to your holiday, we will retain the deposit amount but refund any balance paid. If your cancellation is made between 15 – 30 days prior to your holiday, we will retain the deposit amount and you will be charged 50% of the balance. If you cancel within 14 days of arrival we regret that we are unable to refund any monies paid. If you decide to leave earlier after your holiday has commenced, no monies will be refunded.
VI – Our prices and how to pay for your stay
All prices are current at the time of booking and we guarantee that the price for your holiday will be as shown on your holiday booking confirmation. All prices are inclusive of VAT at the prevailing rate at the time of payment or, in the case of sublet units on behalf of owners not registered for VAT, inclusive of a handling fee, so the price of your holiday will remain the same. We reserve the right to alter and amend our prices if and when required. The full price of your holiday will always be confirmed at the time of booking. We always encourage our customers to check the price and other details of their bookings prior to any monies being exchanged.
At the time of booking, we require a payment of not less than 25% of the total holiday price as a non-refundable deposit (unless we have to cancel your holiday as per the terms stated above, in which case the deposit amount will be refunded to you). Any balance must be paid not less than 31 days before your holiday start date. Full payment is required when you book a holiday within 31 days of its start date. These payment terms may exclude any specific promotional bookings or last-minute offers which may have their very own terms and conditions available at the time of booking or upon request. If we do not receive all monies by the referred timeframe, we reserve the right to cancel and re-sell your holiday.
Your holiday can be paid:
- Over the phone by calling 0844 567 0011/ 0844 567 7300/ 0844 892 7390
- Online, by visiting www.wyldecrestholidayparks.com and logging into your account
VII – What we expect from you
Our parks are family-friendly and most have a mixture of holiday guests and owners. Each of our Holiday Parks has its own specific set of park rules which will be given to you at the time of booking and/or upon check-in on site. We will not in any circumstances, tolerate offensive, abusive and inappropriate behaviour from any of our guests. The park management reserves the right to eject any person that shows signs of this type of behaviour, without any refund being issued. If, in the reasonable opinion of the park management, we believe that you or any members of your party may not comply with our standards of behaviour, we also reserve the right to refuse entry to the park and accommodation and a refund will be processed.
Children shall be supervised at all times by their parents or guardians.
VIII – What you can expect from us
We hope you always enjoy your stay with us. Although we do our very best to ensure you have a pleasant stay, we know that sometimes problems may occur. If this is the case, we always ask you to, firstly, share any concerns with our team on park. Our staff will always do everything they can to help you. We will not be held responsible for any matters that occurred during your stay, which you did not make us aware of whilst still on your holiday.
If any matter is not resolved during your stay, you must contact us in writing within 14 days from the end of your holiday or we will not be able to consider any matters further. Please follow our Complaints Policy
IX – Taking care of our holiday home
Please treat your accommodation with care and respect; it will be inspected at the end of your break by our housekeeping team. We will take legal action if necessary to recover the cost of any damages occurred during your stay as well as any additional charges incurred further to that (e.g. cleaning).
When you check in, at the point you collect your keys, we will ask for a £100.00 security deposit. We will put a temporary hold of a pre-authorisation amount of £100.00 against the available balance on your payment card. When your holiday has finished and you hand back your keys, the pre-authorisation funds will be released by your card issuer – as long as your accommodation is clean and there is no damage. Depending on your card issuer it can take up to 14 days before this is reflected in your account balance. Please note: even though a pre-authorisation is not an actual charge, it will temporarily reduce the available balance on your payment card.. We reserve the right to enter your accommodation to inspect its condition, at a reasonable time during your stay. In the event of an emergency, we reserve the right to do so without notice.
You are solely responsible for your personal possessions during your stay on our parks and we will not accept responsibility in the event of any loss or theft.
X – Check in and Check out
Check in will usually be open from 4pm on your date of arrival. However, please note that sometimes our check in and check out hours may vary, according to the time of year and the parks’ location, so make sure you double check this information at the time of booking. If you believe you may arrive after 7pm on your date of arrival then you must inform us and/or contact the park directly so we can try and make the necessary arrangements for you. If you do not inform us and you do not check in by 9am on the day after your expected arrival date, we will cancel your booking and we may re-sell your allocated accommodation to someone else without issuing you with a refund.
You are required to check out by 10am.
XI – You and your party
We are unable to take bookings from anyone aged under 18 years old and you must notify us at the time of booking if half or more of your party is aged between 17 and 25 years old. The amount of people in your party, including children, must not exceed the maximum capacity of the holiday home.
We usually do not accept bookings from large single sex parties. We reserve the right to cancel your booking or refuse entry to the park/accommodation to some or all members of your party, at our discretion, if the above criteria is not met.
XII – Guests with special needs
We do have accommodations available for those who require disabled access but this may not be available on all our parks, so if you or a member of your party has any specific needs, please make sure you contact us prior to your booking to ensure we can cater for those same needs.
XIII – Pet-friendly accommodation
We welcome dogs to most of our parks, as long as you book an available pet-friendly unit with a maximum of 2 dogs per booking. Some breeds of dog, including those listed in the Dangerous Dog Act 1991 are not allowed on our sites. Please make sure you provide us with all the details, including the breed of your dog, before you book. There is a charge of £15 per pet. Assistance dogs for disabled guests are not charged and they are the only ones allowed in the park facilities.
Pets must never be left unattended. They must be kept on a lead whilst on park and you must clean up after your pet. We reserve the right to request your pet to either leave the park if causing disturbance and/or any damage to the holiday home or any of the park’s areas. Although we endeavour to keep pet-free units as such, we cannot guarantee that pets never occupied them.
XIV – Smoking policy
Smoking is forbidden in our holiday homes but we cannot guarantee that any accommodation has been smoke free.
XV – Your vehicles
You must comply with speed limits, park rules and other traffic regulations on our parks. You are fully responsible for you own vehicle and we will not take any responsibility for any loss or damage that may occur during your stay, unless it is directly our fault.
XVI – Enjoying your parks
Some of our parks provide our guests with facilities such as clubhouses, shops or restaurants, which have their own private management. Although we always value your comments and feedback, we cannot be held responsible for any problems encountered during your visit to any of these facilities and we will not offer any refunds or compensations on their behalf. We do our best to keep the information regarding these facilities as accurate and as up to date as possible (e.g. on our website) but we cannot guarantee certain information, such as show times have not changed in the meantime. If you have any complaints regarding the service and/or products provided by these facilities, you should always contact them directly during your stay.
We endeavour to provide any entertainment organised by us as advertised online and/or on any of our promotional materials but we reserve the right to change or withdraw those activities without notice.
XVII – Care of Your Possessions
It is your responsibility to look after and care for your possessions, valuables and money whilst on the park. You should not leave valuable items unattended in your accommodation or elsewhere and we suggest you do not bring such possessions on the park unless absolutely necessary. We cannot accept any liability for loss or damage unless due to our negligence.
We recommend that you have comprehensive insurance and use any safe deposit facilities we offer (subject to availability).
In case of any loss, please contact Reception. After the holiday, the return of any lost property will incur a charge for postage and packing.
XVIII – Marketing, promotion materials and vouchers
We always do our best to make sure that all details about our parks and accommodation are published correctly and the information presented is up to date; however, these details may vary per park and may change from time to time. Some images, photographs and illustrations used are for illustration purposes only.
We constantly develop close relations and partnerships with other businesses and attractions, which we may promote from time to time through different channels, including, but not limited to, our website, social media and brochures. We may even present you with vouchers and special discounts for you to use on these services/businesses/attractions. For any questions, bookings or complaints, please contact the services’ providers directly and refer to their own rules and terms and conditions. We will not be held responsible for any matters regarding any of those off-site services.
XIX – TV filming and photography
Due to the increasing popularity of Wyldecrest 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. We also reserve the right to use any images or content gathered on our Parks. Any picture or video taken on our Parks premises or off our Park premises will be considered ours and we reserve the right to use.
XX – CCTV
All of our parks operate forms of CCTV which are used for security purposes. Should the need arise, this footage can and will be used as evidence to assist Wyldecrest Parks ensuring that safety is maintained on the park. By agreeing to these terms and conditions and booking with us you accept that footage of you may be used should the need arise.
XXI – Data Protection
The information you give us in relation to your booking is held securely on our computer system and dealt with in accordance with Data Protection rules and regulations. By providing us with your information, you and your party are deemed to have accepted our Data Protection policy. We keep this information to help us improve our service to you and to provide you with information about our holidays and services by telephone, e-mail, post and SMS and to keep you informed of our latest news and offers. If you would prefer not to receive this information from Wyldecrest Parks and its subsidiaries, please notify us in writing to Wyldecrest House, 857 London Road, Grays, Essex, RM20 3AT.
XXII – Third Party Bookings
If you book your stay with us via any third party company (e.g. Hoseasons; PitchUp.com) please refer to their own Terms and Conditions and follow their procedures and policies before contacting us directly. We will not be able to help you with any matters that have not been raised with your primary holiday provider. You must have followed their own procedures and appropriate channels before contacting Wyldecrest Parks.
XXIII- Add-Ons and special requests
Sometimes, depending on the park, availability and accommodation, some other costs may be added to the base cost of your holiday in order to accommodate extra requests and/or services you may need (e.g. travel cot, pets). You will be made aware of these extra costs at the time of booking. We also cannot guarantee we will be able to accommodate these requests, if they are not clearly stated and paid for at the time of booking.
XXIV – Hot Tub usage
Some of our units come with hot tubs. If your booking has an allocated hot tub, you must comply with its terms of usage which are provided to you on park. In the event these terms are not included in your welcome pack, handed out to you or left on your holiday home, please make sure you request them from the park reception.
Our Hot tubs are cleaned between lets and checked thoroughly. Please be aware that the process of emptying, cleaning and refilling is a long process therefore your hot tub may not be warm and ready for 4pm when you arrive. We hope you understand this is for your health and safety.
XXV – Gambling Restrictions
Any guest included in the booking that has self-excluded themselves from any other gambling premises must make themselves known to the management of the Park at the commencement of their stay. The Company will not accept any liability for any loss incurred by any guest who has self-excluded themselves and then continue to gamble on our Parks.
XXVI – Alcohol and Drugs policy
For the safety, wellbeing and enjoyment of all our guests, we do not allow guests to bring excessive quantities of alcohol onto our parks. The quantity that is deemed excessive will be at the absolute discretion of the park manager. Where excessive quantities of alcohol are/have been brought onto the resort, then the alcohol will be removed and returned only at the end of the break. Where repeated attempts to breach this condition are made, Wyldecrest reserves the right to terminate the contract without notice and without refund of monies paid.
We have a zero tolerance policy on drugs. Anyone found taking illegal drugs or any other illegal substance will be asked to leave our resort and will not receive a refund for any part of their break.
XXVII – How to cancel
If you need to cancel your holiday with us you must advise us by telephone immediately and send us written confirmation by post quoting your booking reference number. Your cancellation is effective from the date that we receive your written confirmation of cancellation and to ensure delivery we recommend that letters of cancellation are sent to us by recorded delivery.
XXVIII – 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 on:
0844 5670011 (7p per min plus standard rate call),
or write to: Wyldecrest House, 857 London Road, Grays, Essex, RM20 3AT