Terms & Conditions

Last Updated July 2023

We advise you to read our terms & conditions. You might want to know how you stand if you need to cancel for any reason. By paying your deposit you have agreed with these conditions.

Your booking – When you make a booking over the phone, a contract is formed between Hazelwood Holiday Park (us) and the customer (you) once we have accepted your initial payment whether it is a deposit or the full amount owing.  When you make an online booking a contract is formed between Hazelwood Holiday Park (us) and the customer (you) once we have reviewed the online booking and a confirmation email is sent to you from us and we have accepted your initial payment whether it is a deposit or the full amount owing.  Prior to the booking being accepted we reserve the right to refuse a booking.  If no payment is received no contract has been entered into. Here are the terms and conditions of that contract:

Alterations – Once you have confirmed your booking you cannot change any of the details without our agreement. In these circumstances we will do our best to help you make minor alterations in advance of your holiday.

Cancellations – If you cancel your holiday you will be responsible for the full cost of the holiday unless you have purchased any cancellation cover or holiday insurance (see below). If you wish to cancel you must telephone us on 01626 865005 and then confirm in writing either by post or email.

Paying – When you make a booking we require an initial deposit in order to hold the booking. We then require the full payment no later than 56 days before the start of your holiday. If you make your booking within 56 days of the start date we will require full payment for your holiday. If the balance of your payment is not received 56 days prior to the start of your holiday we will assume that you no longer require the accommodation and we reserve the right to re-let it.

Hire Service – Any linen or equipment hired as part of the booking must be reserved as part of the initial holiday payment. All free linen packs must also be reserved at this time.

Prices – All Chalet Apartment prices stated in the website are inclusive of VAT (where applicable). If the rate changes we reserve the right to change our prices according to the new rate.  All of our prices are subject to change and can alter at any time.

Your Group – Primarily we run a family holiday park. Only those listed with the booking can occupy your holiday accommodation. We reserve the right to ask any person not listed to leave the park.  Your party must have a permanent residential address and must not intend to use the accommodation as a residence.

Number of People – The number of people in your group (including children and babies) must not exceed the maximum capacity of the holiday accommodation.

Single Sex and Non Family Groups – We do not normally accept large single sex groups e.g. Hen or Stag parties, or non family groups. If you wish to make this type of booking you must let us know and we may ask questions that could mean your party will be accepted but we reserve the right refuse your booking or ask you to leave the park if we have been mislead.

Your Age – To make a booking you must be over 25. We do not normally accept bookings where more than half of the party are aged 17 – 25. If this is the case you must let us know when you attempt to make the booking as we have the right to refuse it or ask you to leave the park if we have been mislead.

Children – Children must be supervised whilst on the park and are the responsibility of their parent or guardian during their stay. Children may only use the swimming pool if accompanied by an adult.

Dogs – Some of our holiday accommodation is particularly set aside for dog owners with a maximum of 3 dogs per accommodation. We reserve the right to decline certain breeds of dog so you must give us details. There is a charge to bring your dog(s) on holiday with you. If you have not revealed the fact that you have brought your pet on holiday and have not booked into a dog specific accommodation, you will be asked to move units and incur any further costs if applicable. If there is no availability you will be asked to leave the Park.

Dog Rules – Dogs must be kept on a lead at all times and you must clean up after them. Dogs are not allowed in the play area. Dogs must not be left unattended in the holiday accommodation or elsewhere on the Park. You must provide your dog with its own bedding and discourage it from sitting on the furnishings. If your pet causes a nuisance or any damage you will be asked to remove it from the Park.

Arrival – We do our best to get you into your accommodation before 4 pm but this is not guaranteed.  If you think your arrival time will be later than 6.00pm we need to make arrangements for you to pick up your keys somewhere other than Reception. Please make us aware if this is the case. If you have not arrived by 10.00pm on the day of arrival we will consider the booking to be cancelled unless we have been notified in advance.

Departure – You must vacate your holiday accommodation by 10.00am on the day of your departure. A late check-out may be available for a fee.  Ask at Reception during your stay.

Use of the Accommodation – No holiday can be more than 3 weeks in total.  At the end of your holiday you must leave everything in a clean, tidy and undamaged condition. You are responsible for any damage or loss that may occur during your stay. We reserve the right to enter your accommodation under special circumstances or emergencies.

Your Personal Possessions – You are responsible for your own personal possessions on the Park or in your accommodation and we are not responsible for any loss or damage to these.

Driving – There is a speed limit on the Park of 5 miles an hour which you must adhere to. Everyone driving on the Park must be in possession of a driving licence.

Your Car – There are speed limits on the Park that you must comply with. Vehicles are driven into the Park at your own risk and we are not responsible for any loss or damage.

Your Behaviour – We run a family holiday park and if the management considers your behaviour to be offensive, illegal, disruptive or inappropriate we will ask you to leave. No refund will be given in these circumstances.

Brochure and Website – We have taken care to make sure the details of our brochure and Website are correct when published, however we shall not be held liable if any facilities become unavailable.

Complaints Procedure – We will do our best to ensure that you enjoy your holiday, however sometimes problems do occur. If you have any concerns or problems during your stay please notify the Reception staff immediately and we will attempt to put things right as soon as possible. We will not be held responsible for any concern that you knew about during your stay but did not report whilst you were here. If we did not resolve any matter satisfactorily during your stay you must notify us in writing. Any complaint received more than 14 days after your departure will not be considered. Please write to us at holidays@hazelwood.co.uk