Booking Terms and Conditions
These booking terms (‘Booking Terms’) are between the person or legal entity making the Booking (‘You/Your’) and the accommodation provider (Spectrum Holidays) stipulated in Your confirmation email (‘Booking Confirmation’) (‘We, Us, Our’). These Booking Terms are governed by English law and apply to all Bookings placed with Us. By making a Booking You are deemed to accept and be bound by these Booking Terms.
You must be able to enter into a legally binding contract and be over 18 years of age to make a booking.
Covid-19 and arrivals process
Haven are asking all visitors to the park to pre-register before they arrive, this includes Haven holiday guests, owners, contractors and private letting guests. There is a new contactless arrival process in place which allows guests to arrive on park and get to their holiday home quickly and safely. Haven need the details of all arrivals to ensure this process goes smoothly.
Please note: All Haven guests are being asked to supply the same information above and will only be used in conjunction with our new arrival process and to ensure we are safe and compliant.
The details we need to pass to Haven are:
All vehicle registration numbers.
All guests’ names and children’s ages.
Lead guest’s email address and contact number
Estimated arrival time
We cannot register your arrival on park without these details and you will not be granted access should you attempt to check in.
Covid-19 and Cancellations
Due to the current situation we have updated our terms and conditions. We are pleased to offer a full peace of mind guarantee. If your holiday can not go ahead due to park closure then we will offer to move your dates to an available date later this year or next, or give a full refund of monies paid to date.
If you believe that your holiday may need to be moved or cancelled then we ask you to contact us at the earliest time possible by phone or by email.
Covid-19 and our responsibilities
We will be undertaking extra cleaning precautions in addition to our already exceptionally high cleaning standards. We will be cleaning all areas with effective disinfectants and we will also be using a sanitising “Fogging” machine in line with the governments “best practices”. We will be wearing PPE during the time that we spend cleaning the caravan to ensure that we are Covid-19 secure before you arrive. We have installed a hand sanitising station on the outside of the caravan for everyone to use before entering the caravan.
Covid-19 and your responsibilities
If you or any of the guests that are due to stay with us display symptoms of Covid-19 prior to your stay then it is your responsibility to advise us immediately.
It is your responsibility to follow government guidelines during your stay regarding social distancing in public areas and the use of face covers as and when necessary. We would also ask that whenever you return to the caravan that you everyone that has been outside uses the hand sanitising gel which will be next to the steps outside the caravan and that everyone washes their hands with warm soapy water.
If, at any point during your stay, you or any of your guests become unwell with Covid-19 symptoms then you and your party will be required to advise us immediately. You will also be required to pack up and leave the premises immediately with no refund being given for the remaining time of your stay.
Covid-19 and Haven Facilities/Activities
As the situation with Covid-19 is fast moving the facilities and activities that are offered may vary on each Haven Holiday Park depending on changes to government guidance and regional restrictions. Haven passes may be needed for some activities and to access the complex and these can be bought from reception if activities are open when your holiday takes place.
Between 12th April and 17th May Haven can only offer facilities and amenities that are set out in the governments road map to lifting lockdown restrictions. These rules are set to be reviewed regularly and may change at short notice.
We provide accommodation only and no refund will be given for changes in facilities and amenities offered.
Dates of hire
The dates of hire agreed between the lead guest and the owner are from 4:00pm on your check in date and 10:00am on your check out date any unauthorised use of the holiday accommodation by the hirer outside of these dates and times is chargeable as an extra cost to the hirer.
In order to secure your holiday, we ask all guests to provide a £50 refundable deposit. This deposit is in addition to the hire cost and is refunded after a satisfactory check of the caravan once guests have checked out.
It is the responsibility of the guests to report any damage to the property or its contents. Failure to do so could result in extra charges or forfeit of your security deposit.
You are responsible for the behaviour and safety of yourself and the members of your party.
Children should be supervised at all times
Spectrum packs/Sensory equipment
We provide all our properties with a “Spectrum pack” of sensory toys and equipment for use by our guests. While we understand that accidents do happen, we ask that you inform us straight away if anything gets broken so we can organise a replacement in time for the next guests checking in. If any of the equipment is found to be maliciously damaged or stolen we may seek reimbursement or retaining part or all of your security deposit.
A full list of equipment can be found inside the sensory packs within each property and a full inventory will be taken before your arrival and after your departure. All equipment supplied by Spectrum Holidays is for use under adult supervision, you are responsible for the safety of your party at all times. The latch locks that we provide are NOT a guarantee of a secure environment. Spectrum Holidays cannot be held responsible the safety of you, or any members of your party.
In the event of any accident that occurs in the property and that results in injury to any guest you must contact Spectrum Holidays immediately and we will complete an accident report form.
Cost of hire
The TOTAL amount payable for the period of hire is shown on your booking form. This includes any extras including Fun passes. The total balance MUST be received by date specified, non-payment will result in the cancellation of the holiday, please be sure that you have read our cancellation policy.
We are happy to offer interest free payment plans to those who have booked a qualifying property, Payments will be made on a monthly basis by direct debit and your full payment schedule will be given to you. The full balance of your holiday must be paid 10 weeks before the arrival date.
We understand that sometimes things don’t always go to plan. If for any reason you are not able to make the payment that has been agreed please contact us immediately and we will try our best to find a solution and make alternative arrangements. Missing a payment may result in the holiday being cancelled with immediate effect and any monies paid will be retained.
Play passes are not included in the caravan hire cost. You can add passes on to the cost of your holiday as an added extra. The cost of the passes will be added to the total cost of your holiday. If you are taking advantage of our payment plans the payment calculated will include the cost of the Play passes. Alternatively, if you would like to purchase Play passes after you arrive then these can be purchased from reception.
During the pandemic Haven may offer limited facilities and amenities and Play Passes may be limited in number.
Adding play passes to your booking is not a guarantee that we will be able to secure passes for you. If no passes are available to purchase on the day of arrival, we will refund the cost of the passes back to you. No refund will be given for the cost of the holiday home hire.
Lead guests will be advised in their booking confirmation of the checking in process for their chosen accommodation. This will also tell you where to get your keys and where they should be returned when you check out.
Lost keys will be charged for at £10 per set.
The holiday property is for the sole use of the persons listed on the booking form. The Hirer will be responsible for the entire party. Anyone reported to over occupy the property will be asked to leave immediately and will not be given a refund.
Disposable BBQ's are only permitted on the grass area to the side and well away from the caravan. DO NOT put your BBQ under the caravan for any reason and they are NOT permitted on any part if the decking
Chip pans and fryers
The use of chip pans or deep fryers of any kind is strictly prohibited.
As our caravans are all sited on family parks, we only accept bookings from family groups. We cannot accept bookings from young singles or groups of all male/female parties.
No Smoking Policy
There is a strict NO SMOKING policy in any of our holiday homes or their grounds, please refer to the welcome pack which can be found within each holiday home for any acceptable smoking areas.
Pets are only accepted in properties that advertise as being pet friendly. If you are found to have a pet in a property that does not allow animals you will be asked to leave the property and will not be given a refund.
Our sensory caravan does not accept pets
We pride ourselves on the high standards of cleanliness of our holiday homes and request that guests leave them clean and tidy. We ask that any cutlery, crockery and cooking utensils that are used are cleaned and returned to where they are kept. Extra cleaning will be charged at £15.00 per hour in the exceptional circumstance that the property and its contents have been left in a state deemed unreasonable by the owners or their representative.
Our cleaning staff take time and date stamped photos after every clean as proof of cleanliness.
If, in the opinion in of The Owner, our representative or a Park manager, any member of the party is guilty of conduct detrimental to the wellbeing of others, The Owner, our representative or a park manager may re-take possession of the accommodation immediately without compensation to The Hirer.
We DO NOT accept liability for injury, loss or damage suffered by any member of the party. You are responsible for your safety as well as those in your party.
We strongly recommend that you take out holiday insurance to cover accidents, losses, cancellation etc. These policies are available quite cheaply from most insurance providers.
Cancellation by You
It may be necessary to cancel your holiday due to illness, accident or change of circumstances. If you have taken out our cancellation plan, payments arising from cancellation may be covered as detailed below.
As soon as you know you need to cancel, you must confirm the cancellation by writing to our Customer Services Team via email to firstname.lastname@example.org
The email must be signed (where possible) by the person who made the booking or their travel agent. If you have not taken out our cancellation plan, cancellation charges are calculated as per the table below.
If you have not arrived by 8am on the morning after your break was due to commence or contacted the Holiday home owner/Holiday park concerned to confirm when you will arrive, we will assume that the break is cancelled and the total holiday cost including the Cancellation Plan, fees and postal charge will be forfeited.
Length of time Cancellation charge – no cancellation protection plan:
70 days or more - Spectrum Holidays will retain your deposit.
43-69 days - Spectrum Holidays will retain 30% of holiday cost or deposit, whichever is greater.
29-42 days - Spectrum Holidays will retain 50% of holiday cost.
15-28 days - Spectrum Holidays will retain 90% of holiday cost.
14 days or less - Spectrum Holidays will retain 100% of holiday cost.
Spectrum Cancellation Protection Plan
When making a booking you will be offered the option to take out our Spectrum Cancellation Protection Plan which covers you and your holiday party.
Our Spectrum Cancellation Protection Plan covers you should you, or any other member of your party, be forced to cancel your holiday because of sickness, bereavement, redundancy or jury service.
£30.00 per booking
We will need written proof of your cancellation; this will need to be as follows: Sickness – Doctors Certificate
Redundancy – Formal notification
Jury Service – Court notification
Bereavement – Death Certificate
Customers covered by our Spectrum Cancellation Plan and complying with these conditions will be entitled to the following:
70 days or more before the holiday start date – All monies paid minus deposit and cancellation plan fee.
29 - 69 days before the holiday start date – 75% of holiday cost minus cancellation plan fee (25% of monies paid or £100 original deposit will be retained whichever is greater).
15 – 28 days or less before the holiday start date – 50% of holiday cost minus cancellation fee.
If you cancel your holiday within 14 days of arrival date no refund will be given.
Please note: Our cancellation scheme covers you until you arrive on site after which refunds cannot be given if for any reason you decide you leave early. You may wish to take out your own holiday insurance to cover this. Completion of our Cancellation Form and Proof will be required, by recorded delivery prior to the confirmed start date of your holiday. Please see the cancellation plan for details on how to request a refund under the plan.
If the Spectrum Cancellation Plan is not taken out at the time of booking, we recommend you make your own arrangements. Please note the sliding scale of monies payable, under Conditions of Booking, should you not participate in the Cancellation Plan.
If we change or cancel your booking
As a responsible operator, our aim is to provide all the services, facilities as described in our brochure. Should it be necessary for us to make any major changes to your booking, or in exceptional circumstances cancel your booking, we will endeavour to advise you, and provide the following options:
a) A replacement holiday comparable or superior to the one booked or
b) A replacement holiday together with the difference in price between the replacement holiday and the holiday booked or
c) A full refund.