TERMS AND CONDITIONS OF BOOKING YOUR CARAVAN
Requests to make changes to bookings within 28 days of your holiday start date will incur an admin fee of £25 plus any associated costs (additional persons for example)
Once you have your holiday confirmation from Butlins any amendments are charged at £35 plus any associated costs (name changes, additional persons etc).
Should you arrive on your check in day with additional persons not booked and we have to attend the reception to resolve this will be charged a further £50 (plus the above charges) this must be paid before the amendment is made and you can collect your keys to the caravan.
VERY IMPORTANT - We do not accept any cancellation or alteration to booking requests over the telephone, social media, messaging or any other method than by email to - and all requests must include the booking reference number.
A £50/£75/£100 deposit is required to book any break, this then becomes the damage/deposit for the holiday, this deposit must be paid by card and is not refundable after 7 days have past from the day of booking.
REFUND OF THIS DEPOSIT CAN TAKE UP TO 14 DAYS .
The balance must be paid 8 weeks prior to the commencement of the holiday and it is the hirers responsibility to make sure that payment is made on time.
Please contact us for details of how to make payment. You are welcome to pay in installments weekly or monthly at no extra charge, any payment must be at least £50.
All advertised prices are guide prices only we will confirm the price upon request at the time of booking.
2. LATE BOOKING
Bookings made within 8 weeks of the arrival date will require full payment at the time of submission unless agreed before booking.
Bookings made less than 72 hours prior to the start date will incur a late booking fee of £25 in addition to the advertised cost. This may not be displayed at time of booking but will be added to your invoice.
3. CANCELLATIONS & CHANGES TO BOOKINGS - PLEASE SEE OUR EMERGENCY INFO BELOW ABOUT COVID-19
We do advise strongly you to take out Holiday Insurance to cover you for losses should you need to cancel for any reason this includes if any event is cancelled due to adverse weather, no refunds will be made.
If you need to cancel your holiday prior to the start date due to illness, accident or injury you need to email us confirming your intention to cancel.
In the event that you are unable to take your holiday due to sickness, bereavement, jury service, redundancy or Jury Service you must supply relevant documentation to support this, for example a Doctors Certificate ,Redundancy Notification from your employer, Death Certificate or Court Service notification etc.
If you provide proof that you are unable to take your holiday your cancellation will be processed in accordance with our Cancellation Charges table below.
Failure to provide written proof within 14 days of cancellation will mean no refund is given.
A minimum charge of £25 for cancellation requests will be applied - this included requests made within 7 days of booking. This £25 becomes our admin charge for the booking and the cancellation work.
Cancellations after 7 days and before 56 days prior to arrival - all monies paid (less deposit and cancellation fee) will be refunded.
DETAILS OF DEDUCTIONS MADE FOR CANCELLATIONS WITHIN 56 DAYS OF ARRIVAL.
56 days or more prior to the start date - £25
55 - 43 days 33% of the holiday cost (or monies paid if full payment not made) - £50
42 - 29 days 50% of the holiday cost (or monies paid if full payment not made) - £100
NO REFUND WILL BE GIVEN FOR CANCELLATION WITHIN 28 DAYS WHATSOEVER, Instead you may transfer your booking to another date in the future with an admin charge of £35 added to the holiday cost.
We have no control over the supply and availability of entertainment,goods, services and facilities offered or advertised by Butlins. Any omission to an advertised break or non availability of facilities to include closure of the resort by Butlins etc is not reason for refund by ourselves, you should consider taking out travel insurance to cover these possible scenarios including ill health or bereavement, family member illness etc. We will assist with claims made under your holiday insurance for cancellations to the best of our ability at all times.
4. ARRIVAL AND DEPARTURE TIMES
The caravan will be available from the time indicated on your holiday confirmation on the day of arrival and after presentation of your paperwork to the Caravan Village check-in team you will handed the keys to the caravan.
4.1 The caravan must be vacated by 10am on the day of departure, late departure is charged at £10 per half hour.
Please leave the caravan in a clean and tidy condition remembering to lock the doors and windows and do not forget to hand the issued keys back into reception. Loss or non-return of keys will be charged so please don't forget!
If you leave at time when the office is closed please hand your keys to the security gate who will ensure they are handed back to reception.
4a. ERRORS AND OMISSIONS
In the event we discover that an error has been made during the booking process or with the price of an advertised holiday we reserve the right to amend that booking up to and including the date of arrival. We reserve the right to cancel any booking at any time, If a holiday is advertised incorrectly we SUES CARAVANS can and will offer that break at its correct price to the booker whenever possible but also we may simply cancel the booking and return any monies paid to the person booking.
All our holidays are advertised as offers to treat only.
Smoking is not permitted inside the caravan and if smoking outside please do not stub cigarettes out on the decking - it's plastic and will mark, please dispose of any cigarette ends and do not leave them on the ground outside the caravan.
Evidence of smoking in the van or damage to the veranda will result in you losing your bond.
No pets are allowed in the caravan and if found you will be asked to leave, this includes visitors to the caravan.
Duvets and pillows are provided for all beds, however you are required to supply your own bed linen or you can hire the linen from our cleaners who will provide this service to you.
Soiled bedding is charged for and will be taken from your bond. If there is a little accident let us know please - you can of course replace bedding yourselves provided it is of the same quality, if we discover after your departure soiled bedding we will charge you the cost of replacing the item and a service charge of £10. We provide waterproof mattress covers for your use if you need them and all beds and pillows have protectors too.
If you choose bed linen supply only please ensure you remove the bedding and place inside one of our quilt covers and leave on one of the beds. Bed linen supplied and not fitted by us must be removed if it is not we will charge £5 from your deposit for doing so.
This does not apply to fitted linen as you have paid for the fitting and removal in the cost.
We strongly advise that if you choose to bring your own bed linen that you take a photograph of each bed showing you had linen on, if you do not do this and we suspect you have not used bed linen you will lose your refundable bond.
Gas and electricity is included in the booking price.
9. RESTRICTIONS INCLUDING PASSES
We are not able to accept bookings from single sex parties or groups under 25 years of age without prior agreement.
Any person staying in the caravan must be named on the booking form and have a wristband or pass to enter and use any of Butlins Facilities, any attempt to over occupy the caravan or avoid payment for wristbands/passes WILL result in your holiday being terminated and you will asked to leave the resort without refund. Our inclusive passes are based on 4 persons in our 3 bedroom caravans and 6 persons in our 4 bedroom holiday homes
Extra persons are charged at £50 per break and £60 per person on an Adult Music Weekend.
We cannot accept liability for personal injury or the loss or damage to persons named on the booking form or your personal belongings,this applies to any visitors you may have to the caravan your stopping in. In addition we cannot accept responsibility for damage to or theft from any vehicle parked within the boundaries of the caravan plot, this should be covered by your own holiday insurance.
11. DAMAGE/LOSS BONDS AND DEPOSITS
We do ask for a £50/£75/£100 damage/loss bond. £50 for our Silver £75 for Gold Plus and £100 for our Platinum caravans.
(£100 is the minimum amount for adult weekends and an additional bond may be required at our discretion).
Any damage found after your departure is chargeable, this includes accidental damage, that said each incident will be treated on its own merits so please do let us know if anything gets damaged accidently, if you cause damage or break something and it is obvious you have attempted to hide this from us then you will forfeit your whole deposit.
You are expected to leave the caravan in a clean and tidy condition upon your departure, if you choose to not do this you may well be charged an extra cleaning charge of £45.
Damage, missing items or soiling of the carpets, bedding, mattresses, quilts pillows etc. will be charged for.
Evidence of smoking or pets in the caravan (damage or smell) - your bond will be lost in full.
The lead guest is responsible for all guests behaviour and only those named on booking form will be able to stay in caravan.
You cannot buy additional passes yourselves and all guests staying in the caravan must be named on the booking form. The deposit is also retained if you break any of the rules regarding over occupancy.
12. BOOKING DEPOSIT
Your deposit secures your holiday and until payment is made to us we cannot guarantee that your chosen date is yours and we will continue to advertise your date until that payment is made we will hold any break or quoted price for 7 days to allow payment to be made.
13. FAKE TANNING PRODUCTS AND HAIR DYE
We do not allow the use of these products inside our caravan the spray tan leaves a residue that adheres to all surfaces, Any evidence of fake tan on our linen, carpets, curtains or anywhere else will result in full loss of your bond.
Hair dye stains everything and we do not permit its use in our caravan. Please do it before arriving or find a hairdresser to do it for you , there is a salon located on the Butlins site.
14. VERY IMPORTANT IF YOUR BOOKED ON AN ADULT MUSIC WEEKEND WITH US.
Please check we have been given the correct details of all guests including dates of birth and please please remember to read the confirmation you will get from Butlins once we have submitted the booking to Butlins.
Once you have the confirmation ANY alterations to the bookings are charged at £25. Any guests arriving without photo ID (either photo driving licence or passport) will not be allowed to check in by Butlins and we charge £50 plus any amendment fee (£25) for a call out to resolve this. it is imperative you all have that ID.
15. CHANGES OF HOLIDAY HOME
Sometimes the holiday homes we advertise and you book may need to be changed at short notice, this is not ideal for anyone but things do happen very occasionally, for example there may be an electrical issue or the boiler may be broken and we are awaiting parts to repair etc. If a caravan is not in a condition we can allow you to use it we may offer alternative accommodation to you, this may be a caravan of a different grade, if the replacement caravan is of a higher grade you will not be asked to pay for that upgrade but if we have to offer you a lower grade than you booked you are entitled to a refund of the difference between the two grades.
As we act as agents for private owners we cannot always guarantee a particular holiday home will be available but we will always try to offer you alternatives and we will also use our contacts to find a caravan with another company on the Butlins site. We cannot guarantee any specific location for a replacment and you accept that you may be in a different area should your booking need to be moved. No refunds for change of location will be made.
16. COVID-19 - CANCELLATIONS - REFUNDS
Back in July 2020 when we opened our doors again to guests we had no idea if anyone would come, they did and during the summer holidays we were fully booked, no access to Butlins was possible but still people came and to be honest we were really surprised at how many took up the opportunity to take a break after the lockdown.
We took care to ensure that all our holiday homes were cleaned and sanitised following all the advice we were given by the goverment and our associations, people said how much they had enjoyed just getting away and enjoying some family time, of course we lost a huge amount of bookings but each of those who booked and didn't want to come were refunded, we asked if they would reschedule, some did, some didn't, we still treated them fairly after all some had booked when we had no idea what Covid-19 even was.
As we look forward to 2021 lets hope at some point we begin to get back to some kind of normality in our lives. Restrictions we will have to continue to live with for a while longer no doubt but with the prospect of a vaccine on the horizon let's hope that those restrictions soon ease and we can return to some normality.
Our 2021 prices included wristbands for access to Butlins as we hope we may be allowed to use the facilities on the main resort next year, we have to price this way, if for any reason we are unable to offer access to Butlins again then we will offer a reduction on the price paid, the reductions given were fair and welcomed by many of our guests though of course some still did cancel but the majority chose to still come and enjoy our beautiful holiday homes and enjoy the area.
It has hit home to us that people still need a break, flights to go further for holidays are going to be at a premium making it super expensive so if you do want to consider booking a break in 2021 we need to try and work out a way to be fair to both us and you the guests. This is an incredibly difficult thing to do.
Unlike last year we are all aware of Covid-19 and the disruption it can cause to our lives, so in the event that holidays are impacted by the coronavirus and you are unable to take your holiday either due to travel restrictions for example or if you or a member of your party sadly tested positive then we will reschedule your holiday, if that rescheduled break is more than 8 weeks later and you have paid your balance in full you may have the balance refunded back to your account.
The affect on any small business is massive and so we will ask that if you are able to reschedule you do so. If you or any of your party test positive for Covid-19 then we will need to see the test result. If the area you live is under restriction then we will need to see that you are resident in an area with goverment restrictions.
Unfortunately even though guests are understandably protected, business owners are not sadly. We will treat ALL genuine situations as we are obliged to do but sadly some people will use a situation to benefit themselves, for example we have had guests booked who have seen a better price and use Covid-19 to cancel and rebook elsewhere this is not what the law says it should be used for. We therefore will require sight of proof that you are not able to travel.
If we cannot from our end fulfil a holiday due to the resort being closed then you are entitled to a full refund.
We hope you understand our situation and hope you choose to book with us your 2021 break.