Get in touch 01803 221255

Booking Terms & Conditions

LANDSCOVE HOLIDAYS LIMITED TERMS & CONDITIONS

Who your agreement is with

Landscove Holidays Limited is the operating company of Landscove Holiday Park and Riviera Bay Coastal Retreat.

Terms and conditions

  1. These terms and conditions will be incorporated into your booking when we issue our booking confirmation.

Who may stay with us

  • The person who completes the online booking, or who makes the booking with us by other means, is responsible for the booking and must be 18 years of age or older.
  • Only the people named on the online booking, or when the booking is made by another means, may stay with us.
  • If you request a booking for more than two people, we may ask you to provide evidence to our reasonable satisfaction that you are all couples or all members of the same family.
  • If you request a booking for more than one Pitch, then we may contact you before deciding whether to accept the booking to help us decide whether we are able to provide the holiday experience you are looking for.
  • You must tell us if your booking request is connected to any other booking, for example because you know the other party or you share a common purpose in visiting the Park. If you do not tell us about a connection, we may cancel your booking immediately and (if your stay with us has started) require you to leave the Park. You will only be entitled to a refund if a third party takes up your booking. In that event we will refund you up to the

money we receive for the rebooking less our reasonable administration charges.

  • The total number in your party (including children and babies) must not exceed the maximum capacity of the accommodation as advertised. In most cases this will be no more than six depending on the size of the accommodation concerned. 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 the holiday park.
  • As our parks are holiday parks, we do not accept bookings if you want to stay for work or use the park to travel to work or for residential use.
  • All adults booked must appear on the electoral roll at the address given when booking or provide evidence of their permanent address such as a utility bill if requested. You must bring ID (valid passport and current driving licence) with you as you may be asked for this on arrival or during your stay.

How to book

  1. Bookings can be requested in the following ways:

10.1. You may use the Online Booking system on our website.

10.2. By telephone on 01803 221255

  1. You must tell us your full requirements, for example if you are bringing any vehicles or other structures. We need this information when deciding whether we are able to accept your booking and we may not be able to accommodate changes. Where we are able to do so, there may be an additional charge.
  2. A contract exists when we have issued our confirmation to you.
  3. Please check our confirmation carefully to see that it reflects your wishes. Please let us know of any difference within seven days, unless your holiday is to start within 14 days in which case you should inform us within 24 hours.
  4. We reserve the right to refuse any booking.

Alterations to your booking

  1. Your booking is personal to you and you cannot assign or transfer it to any other person unless we give our prior written consent. Your booking will not be transferable or alterable within 42 days (6 weeks) of your holiday start date.
  2. Where you request alterations to your booking which we are able to accommodate an administration charge of £25 will be payable. No alterations can be made within 42 days (6 weeks) of the holiday start date.

Payment

  1.  Our prices include VAT.
  2. The prices will not be subject to any change unless the rate of VAT changes.
  3. When you request your booking, you must pay a deposit of 20% of the price of your holiday or (if you are requesting to book 28 days or less before the start date) the full price.
  4. Unless you paid in full when requesting your booking, the balance of the price of your holiday must be paid at least 42 days before the start of your holiday. We are not required to send you a reminder. If the balance is not paid in time, then we may cancel the holiday and retain your deposit as our cancellation charge. We will confirm the cancellation to you in writing by email or letter.  Please make sure that you book all the dates you need. We are not able to guarantee that we will be able to extend your booking.

Special offers and discounts

  • Discounts and special offers may be made in conjunction with our published prices.
  • All discounts and special offers are subject to availability and may be withdrawn without prior notice.
  • Special offers cannot be combined with any other discount or promotion and will only be honoured if mentioned at the time of booking.
  • The price confirmed at the time of booking is the price you will pay; discounts cannot be applied retrospectively.
  • Only one offer per booking.

Arrival and departure times

  • Check-in and key collection will be open from 4pm.
  • You must tell us by 4pm if you are likely to arrive after 6pm on your date of arrival and are staying at Landscove Holiday Park. In such situation, it is likely that your welcome pack and keys will be left in the park’s bar.
  • At Riviera Bay Coastal Retreat you will have been given the code prior to your arrival for the key safe at your holiday lodge.
  • You must not arrive after 11pm. For bookings of more than one night, the earliest you may then arrive on the next day is 9am.
  • If we have not heard from you by 9am on the day after your arrival date, we may treat your booking as cancelled and may re-let the holiday home to another guest. You will only be entitled to a refund if a third party takes up your booking. In that event we will refund you up to the money we receive for the rebooking less our reasonable administration charges. 
  • You are required to vacate your holiday home by 10am on your departure date. An additional charge may be made for late departure.
  • We will try to allocate you the location of your choice on the Park, but bookings are not conditional on this.
  • Your location on the Park and directions to it will be confirmed on arrival. If you are in any doubt, please check with us. Any guest staying in the wrong location may be required to move.

Changes caused by exceptional circumstances

  • We may make reasonable changes to our services. Our changes may reflect changes in relevant laws, guidance and regulatory requirements or implement minor technical adjustments and improvements, for example to address a health and safety risk.
  • If we make changes which mean we can only provide your holiday in a radically different way, we will give you the choice between confirming your booking, agreeing new booking dates with us or cancelling. We prefer that you postpone rather than cancel but will always allow you to cancel where the law gives you the right to do so.
  • If the law prevents us from performing our obligations under these Terms & Conditions at all, for any reason which is not the responsibility of either party, we may ask you to postpone but will allow you to cancel if you prefer to do so. For these purposes, reasons which are your responsibility include any arising from your personal circumstances. Examples are ill health (except if the law prevents you from visiting or staying with us in consequence, for example because you are legally required to self-isolate) and any restrictions arising from your chosen career.
  • If you decide to cancel where clause 35 or clause 36 applies and your holiday has not started, then we will refund your booking including any deposit. If your holiday has started, then we will refund any days unused. We will not charge an administration fee, and we will only deduct any costs we have already incurred which we cannot recover elsewhere (‘Direct Costs’). We will not be liable to make any other payment to you.
  • We may also cancel your holiday, or any unused days, if Government guidance means that you should not visit or stay with us, even if the law still allows you to do so. If we cancel and your holiday has not started, then we will refund your booking in full including any deposit. If your holiday has started, then we will refund in full any days unused when we cancel. We will not charge an administration fee and we will not deduct any Direct Costs.

Other Cancellations

  • Where you wish to cancel the booking you must notify us in writing as soon as practicable. The cancellation will be effective when we confirm receipt. The treatment of your cancellation depends on the date the booking was made, when the cancellation is made and the reason for cancellation.
  • You are not entitled to any refund if you or any of your guests leave before the end of your holiday, for any reason, unless clause 35 and 37 applies or if we are in serious breach of our obligations in these Terms and Conditions. If we are in serious breach of our obligations, we will refund you for the days of the holiday which have not been taken.
  • We may also cancel your holiday if you breach any of these Terms and Conditions. Clauses 64 – 66 give further details.

Travel Insurance

  • It is the responsibility of the Lead Guest to acquire suitable travel insurance to cover their holiday, including Cancellation and Curtailment Protection Insurance. We recommend appropriate holiday insurance which covers any cancellation charges and any additional losses which you may incur through cancellation of your holiday, whether by you or by us. We are only responsible for any additional losses if you were entitled to cancel because we were in serious breach of our obligations to you and the losses were both directly caused by our breach and reasonably foreseeable by us when the booking was made.

Refunds

  • All refunds will be subject to deduction of a non-refundable administration fee of £50 to cover our costs and third-party costs related to the cancellation and remarketing (these costs include our admin costs, re-marketing costs, bank fees, accounting fees and agency fees or commission payments).
  • A cancellation charge is payable as follows unless you are doing so because we are in serious breach of our obligations in these Terms and Conditions.  
Cancellation received more than 56 days before start date No charge; full refund (including any deposit)  
Cancellation received more than 21 days but no more than 56 days before start date Charge is deposit price plus an administration fee of £25. Any balance payment will be refunded.  
Cancellation received 21 days or less before start date Charge is 100% of holiday price; no refund  

Authorised means of payment

  • You may pay us in any of the following ways:
  • By credit card payment in person at the Park office or by phone. Please note we do not accept AMEX.
  • By debit card payment in person at the Park office or by phone.
  • By cash in person at the Park Office.
  • Online via the secure payment gateway of Opayo through your customer portal.

Our service to you

  • We do all that we can to ensure you enjoy your holiday. However, occasionally problems occur and if they do or you have any concerns or complaints about your holiday when staying with us, please contact the Park Reception team immediately on 01803 221255 or info@landscoveholidaysltd.co.uk who will respond to you as soon as possible.
  • If, once you have returned from your holiday you still have any concerns or complaints, please contact us again within 21 days of your departure and we will try to help. You can contact our guest care team via email at info@landscoveholidays.co.uk or by writing to us at Landscove Holidays Limited, Landscove Holiday Park, Gillard Road, Berry Head, TQ5 9EP. All complaints should be from the lead name on the booking and contain your booking reference number.
  • Our reception team will ensure your complaint is fully investigated and ask the park to respond to you directly within 14 days of the complaint being received.

Our promises to you

  • We will allow you to stay with us for the duration of your booking for holiday and recreational purposes, provided you comply with your obligations in these Terms and Conditions and except where exceptional circumstances prevent us from doing so.
  • We will provide, maintain and keep in good state of repair the Services, except where these have to be interrupted temporarily for the purposes of repair or development or for other reasons caused by exceptional circumstances outside our control.
  • We will insure the Park against usual third-party risks to a minimum of £5,000,000 per claim.
Your promises to us

You agree that you will:

  • Keep to these Terms and Conditions and the Park Rules.
  • Stay with us only for holiday and recreational purposes.
  • Pay promptly for your holiday and other charges due to us.
  • Pay to us interest at 3% per annum over the published base rate of Barclays Bank plc from time to time (in Northern Ireland, the Ulster Bank) on any undisputed sums overdue from the due date to the date we actually receive such amounts from you, both before and after any judgment that we may obtain against you.
  • Not cause any damage during your holiday.
  • Not do or fail to do anything which might put us in breach of any condition of the Site Licence, which is always available on the Park in a conspicuous place. For example, the conditions of the Site Licence which may affect you include those requiring the space between caravans and other structures to be kept clear, those prohibiting combustible structures, those regarding car parking and those requiring the underside of caravans to be kept clear.
  • Not make any alteration to any accommodation or Pitch.
  • Permit us to move you to another location on the Park if necessary. We will ensure that any alternative location will be of similar quality and be responsible for all reasonable costs incurred.

Behaviour standards

These standards will apply from when you request your booking until your holiday ends. Unless stated otherwise, they apply whether or not you are on the Park at the time.

You agree to, and you must make sure that you, your party and any visitors (including, in each case, their children), keep to the following standards of behaviour:

  • To act in a courteous and considerate manner towards us, our staff and anyone visiting, using or working on the Park including other customers.
  • To supervise children so that they are not a nuisance or danger to themselves or other people using the Park.
  • Not to:
  1. Commit any criminal offence (whether or not on the Park or in its vicinity) which causes your name to be entered on the Violent and Sex Offender Register or causes you to be subject to a Risk of Sexual Harm Order or Child Abduction Warning Notice (or any register, order or notice succeeding these);
  • Use the Park in connection with any criminal activity or commit any other criminal offence (i.e. any offence not already subject to clause 62(a)) at the Park or in its vicinity;
  • Commit any acts of vandalism or nuisance on the Park;
  • Use fireworks, Chinese lanterns or any similar open flame heat source on the Park;
  • Keep or carry any firearm or any other weapon on the Park;
  • Keep or use any unlawful drugs on the Park;
  • Create undue noise or disturbance or commit antisocial behaviour on the Park;
  • Carry on any trade or business at the Park;
  1. Permit anyone who is to your knowledge on the Violent and Sex Offender Register or subject to a Risk of Sexual Harm Order or a Child Abduction Warning Notice (or any register, order or notice succeeding these) to use or visit the Park.
  • You agree that if you or any of your family members or visitors or guests whom you have invited to the Park break the behaviour standards listed above then we may terminate your booking.

Cancelling the booking because you are in breach of these Terms and Conditions.

  • We may cancel your holiday if you are in serious breach of your obligations in these Terms and Conditions and the breach is not capable of being remedied or is such that it causes a breakdown in the relationship between you and us (for example violence or intentional damage to property) by serving upon you reasonable notice in writing to cancel your booking. In deciding what period of notice is reasonable, we shall have due regard to the nature of the breach and other relevant circumstances. In appropriate cases, this may mean requiring you to leave the Park immediately.
  • If you are in breach of any of your obligations under these Terms and Conditions which is capable of being remedied (for example, a failure to comply with the behaviour standards in clauses 60-63 which has not caused a breakdown in the relationship between you and us) we may write giving you warning, specifying the breach and asking you to remedy the breach within a reasonable and specified time. If you do not comply with that warning and the breach is either serious and/or amounts to persistent breaches of obligation, which taken individually would be minor but which taken together cause a breakdown in the relationship between you and us, we are entitled to write to you to cancel your booking. In appropriate cases, the warning we give you may be very short and we may then require you to leave the Park immediately.
  • If we cancel your booking under clauses 64 or 65 you will only be entitled to a refund if a third party takes up your booking. In that event we will refund you up to the money we receive for the rebooking less our reasonable administration charges.

Smoking policy

  • Smoking, e-cigarettes, and vaping is not permitted in any of our holiday accommodations.
  • If you smoke or vape in any of our accommodations, you will be charged £100 for it to be specially cleaned.
  • It is illegal to smoke or vape inside enclosed public buildings and you and other members of your party are requested to smoke only in those areas which have been clearly designated as such.

Pets

  • Most dogs are welcome at our parks and in specific accommodations with a maximum of two dogs per booking in accordance with rule 78 of the park rules. There is a charge of £40 per week and £25 per short break per dog.
  • Some breeds of dog including those listed in the Dangerous Dog Act 1991 are not allowed. Please provide us with the details of the breed of your dog when you book with us.
  • Assistance dogs are exempt from these requirements and charges.
  • If you bring a pet to stay in an accommodation that has not been graded as pet friendly, you will be charged £100for it to be specially cleaned.

Allergies

  • We cannot guarantee that pets have never occupied any of our accommodation as we do permit dogs in particular accommodation. Therefore, if any member of your party has an allergy to pets, please book through our reception team to ensure you are provided with suitable accommodation.

Special requests

  • We will do our best to meet any special requests; however, we are unable to guarantee the fulfilment of these requests. Special requests do not form part of the booking contract and are not a condition of booking.

Use of your holiday home

  • You are required to take good care of your holiday accommodation whilst you occupy it.
  • At the end of your holiday, you must leave your holiday accommodation undamaged, thoroughly cleaned and tidy and free of all rubbish which must have been placed in the bins on the parks.
  • By booking with us you agree that we have reserved the right to recover from you any costs or fees incurred by us for damage to any of our property caused by you or any member of your party.
  • The reasonable costs we may incur if you damage our holiday accommodation are likely to include additional cleaning costs, costs for repair or replacement of anything damaged by you or any member of your party and may include a daily charge for any period the holiday accommodation is unusable due to damage.
  • We reserve the right to enter your accommodation, at any reasonable time during your stay, to inspect the condition of the accommodation or without notice in the event of emergency.

Your personal possessions

  • The company does not accept any responsibility for the theft or loss of your personal possessions whilst on our parks or whilst you are in your holiday home, and you should take appropriate security measures to ensure against theft and or loss.

Availability of facilities

  • For health and safety reasons some of our facilities and activities have age and/or height restrictions. Please check these with us when you book.
  • In our swimming pool, children must be accompanied by an adult. All children and all non-swimmers must be accompanied in the water by a competent adult and always kept within arm’s length.
  • At busy times access to facilities may be restricted for health and safety reasons.
  • We may operate session swims in our pools during periods of high demand.
  • Occasionally we need to close or withdraw certain facilities (e.g. for safety, maintenance, or other reasons beyond our control), in this case no refund or compensation will be offered.

Entertainment

  • The company will endeavour to provide the entertainment as advertised on our website; entertainment is limited to weekends only.
  • We reserve the right to alter or withdraw any facilities or programmed entertainment without prior notice.

Marketing accuracy

  • Whilst every care is taken to ensure that the details on our website are correct at the time of being published, some images shown are for illustration purposes only.
  • The photography on our website is to be used as a guide and some might not be of the park itself.
  • ‘The Area’ sections contain options for off-park days out and nearby attractions. Please check with the operators for relevant opening times.

Data Protection

  • The information you give us in connection with your booking is held securely on our computer system and dealt with in accordance with the Data Protection Act 2018. By providing us with this information you are deemed to accept this and to have the consent of all members of your party to this.
  • We keep this information to help us improve our service to you and to provide you with 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 Landscove Holidays Limited, please contact our reception office at Landscove Holidays Limited, Landscove Holiday Park, Gillard Road, Berry Head, TQ5 9EP.
  • Further details relating to our Privacy Policy can be found on our website.

Changing the Park Rules

  • It may be necessary or desirable to change the Park Rules from time to time, including for reasons of health and safety, the efficient running of the Park, environmental issues, local authority requirements, and/or changes in law or regulations or in the interpretation of law and regulations imposed upon us, in which case we will notify you in writing using your contact details at the address on the Booking Form.
  • Any changes made to the Park Rules after we accept your booking may affect you because you will be required to comply with the changed Park Rules, but will not affect anything else to which you are entitled under these booking Terms and Conditions.

Keys

  • We hold a key to all the accommodation we own on the Park.
  • If you are staying in our accommodation, we may use the key for any purpose authorised by you, for example if you ask us to give access to an authorised visitor. We may require you to confirm your authority in writing.
  • We may also use the key in an emergency, such as an immediate concern for the health and safety of any person, to carry out urgent repairs or preventative work, or to check and secure the accommodation if it appears to be insecure.
  • We will take reasonable care when accessing any accommodation.

Communications

  1. We agree that any letters or other communications between us shall be sent using the details for us in these Terms and Conditions and for you on the Booking Form. Email may be used.

Interpretation

  1. ‘Company’, ‘we’, ‘us’ and ‘our’ in these terms and conditions are to Landscove Holidays Limited.
  2. “Park Rules” means the rules of conduct and practice issued by us from time to time and applicable to the Park. The Park Rules which currently apply to your booking are in Part II of these Terms and Conditions.
  1. “Pitch” does not include any part of the Park except that on which the accommodation in which you are staying stands.
  2. “Services” means the services which we have promised to make available without a separate charge to you, for example any utilities to your Pitch. Services for which we make a separate charge are provided under separate agreements and not these Terms and Conditions.
  1. “Site Licence” means the caravan Site Licence applicable to the Park issued to us by the local authority under Section 3 of the Caravan Sites and Control of Development Act 1960 (or in the case of Northern Ireland under Section 3 of the Caravans (Northern Ireland) Act 1963) and other relevant statutes.
  2. “You/your” means the person making the booking and all members of their party excluding children under 18. Where there is more than one person, each is fully responsible for the obligations in these Terms and Conditions.
  3. References to taxes and laws are references to them as extended, amended or replaced from time to time.