PLANNING YOUR HOLIDAY

Arrival and departure times Accommodation is available from 1.00pm, or earlier for some models - please check the key collection time on your booking confirmation. We ask that you vacate your accommodation by 10.00am on your day of departure.
Early arrivals Guests arriving early are welcome to check in and enjoy the Park facilities until their accommodation is ready.
Late arrivals (after 6.00pm) If you expect to arrive after 6.00pm please let the Park know to arrange key collection.
Non-arrival Unless the Park is previously notified, accommodation unclaimed by 10.00am on the day following your holiday start date will be treated as a cancelled booking.
Accommodation Guarantee: If, for whatever reason, on the day of arrival for your holiday you are not satisfied with the standard of your accommodation in terms of cleanliness, condition or maintenance and we are unable to resolve the problem to your satisfaction, then you have the option to leave the Park that day in which case you will be given a full refund of the price of your holiday without quibble.
If you choose not to leave the Park but still have a complaint regarding your holiday experience you will need to write into our Head office guest relations team here at Hemel Hempstead. However you do need to report any issue with the Park team on the day – we must be given an opportunity to rectify the problem as it will be extremely difficult for us to action any form of refund or compensation after the holiday has ended.
Satellite Navigation Systems Please double check the postcode you enter for the Park of your choice and be aware that not all Sat Navs work in the same way. Please, therefore, use the Sat Navs in conjunction with the directions to the Park of your choice shown in the brochure or online at www.haven.com.

ALL YOU NEED TO BRING

Self-Catering All cooking items, crockery and cutlery are provided. Bed Linen is provided with the holidays shown within this brochure except in Standard and Standard Plus accommodation where it is available for hire. On certain promotional offers bed linen may be charged as an extra in all Self-Catering accommodation. Bring washing up items, towels, toilet rolls, toiletries and your personal holiday belongings.
Launderettes Lighten your luggage. All Parks have modern launderettes, at normal charges.
Hire Goods deposit A deposit of £10 will be required for each hire goods item.
Bed linen Please note promotional bookings and bookings from third parties (ie News International Promotions) may incur additional charges for bed linen and bed make up. Bed linen is also an extra charge in Standard and Standard Plus accommodation.

SPECIAL REQUIREMENTS

If you have any special requests regarding your holiday accommodation please advise us when making your booking and confirm your request in writing. Please include a telephone number in case of any query. We will endeavour to meet your requests, but we are very sorry that these cannot be guaranteed. Unfortunately, we cannot take requests for accommodation to be located in specific areas of Parks.
Disabled guests We aim to make our holidays and facilities available and accessible for all. However, our adapted Holiday Homes are not suitable for independent wheelchair users travelling alone. We provide advice, information and a good choice of Parks that meet a variety of access needs. Many Self-Catering caravans and chalets on selected Parks are modified or fully adapted for wheelchair use. Please discuss your requirements with us in detail before making your booking to ensure a holiday is available that will meet all your needs and expectations. Please visit the Adapted Caravans page in the Accommodation section for more details and to find the find the number to contact for further enquiry.
Honest advice We will provide honest and accurate advice - for example, which Parks are only suitable for some disabled guests with assistance, where wheelchair access is limited and where wheelchair friendly accommodation is not suitable for bigger electric wheelchairs. Please confirm your special requirements in writing. We regret that special requests cannot be made a condition of your booking as they are always subject to availability.

CHILDREN

Cots and highchairs in Self-Catering and Half Board accommodation are available for an extra charge. A maximum of 2 cots can be accommodated in caravan Holiday Homes. Cots in Self-Catering need to be located in the living area and in Half Board accommodation cots are usually located in the main sleeping area. Please note that only one cot can be accommodated in caravan living areas if the pull out bed is being utilised. You will need to bring your own cot linen. Please call 0871 230 1908 for full cost and hire deposit details. Highchairs are available in the restaurants. In all accommodation cots and highchairs need to be requested at the time of booking and are subject to availability.
Children’s Clubs and activities We provide a range of special indoor and outdoor facilities for children. Little Cubs (1 - 4’s) and Club R&B (5 - 11’s) operate on all Parks excluding Lydstep Beach from March right through to October. Little Cubs is an activity programme suitable for parents with children aged 12 months up to the age of 4. We recommend you reserve a place on arrival at the Park, as places are limited. Club R&B activities provide fun and entertainment for the 5 - 11 age groups.
Parental responsibility and supervisionChildren remain the responsibility of their parents or guardians at all times, their presence being required throughout the above activities, which are not child care or child minding services. It is important that parents always know where their children are and the times activities start and finish.
T-Co Zone (12-16+) With their own dedicated leader, T-Co Zone provides (parent free!) activities and facilities for teenagers, on all Parks excluding Lydstep Beach during the main School Summer Holidays.
Please ensure your children understand that they should always obey the instructions of the FunStars, T-Co Zone leaders, Sports Instructors/Co-ordinators and Lifeguards, to ensure proper control and safety.

PETS

Devon Cliffs Select is unable to accommodation pets. If you require a Holiday Home that allows pets please visit www.haven.com where you will be able to book accommodation that meets your needs.

MAKING THE MOST OF YOUR HOLIDAY

Family holidaysThe holidays we offer have been designed with families and couples in mind. Therefore, bookings by persons 21 years of age or under are not accepted unless they are a family booking. There may also be restrictions on bookings for ‘singles groups’ consisting of all male or all female single people. However, we may apply discretion in certain circumstances. The other exception will be where specific Sports and Leisure Groups have been taken. We therefore reserve the right to retain the keys for accommodation if this condition is contravened. We also reserve the right to terminate a booking where we feel that the comfort of our guests may be put at risk.
Sports and Leisure groups If you are part of a sports group or local sports tournament and are intending to stay on our Parks, you must book through our Groups Department and declare this at the time of booking. Failure to do this could result in the accommodation keys being retained and the booking cancelled with no refund available.
Care of facilities Please treat your holiday accommodation and Park facilities with care so that others may continue to enjoy them. We ask that you report any accidental damage to Reception immediately, so that we can make a repair or replacement. Accommodation is inspected at the end of every stay and any loss or damage may be charged for. We reserve the right to enter accommodation under exceptional circumstances, or for emergencies.
Ball games For the comfort of all our guests these are not permitted in the areas between and around accommodation.
Holiday home occupation Occupation of accommodation and use of facilities is strictly limited to those named on the booking. If this legal requirement is not met, the booking will be terminated and you will be asked to leave, with no refund available.
Unacceptable behaviour We reserve the right to terminate a holiday without compensation, where unreasonable or anti-social behaviour caused by those persons named on the booking or their guests impairs the enjoyment, comfort or health of other guests.
Infectious or contagious diseases Guests must inform the Duty Manager of the occurrence of any such illnesses during their stay that may affect other guests. For the protection of guests and employees, anyone found to have such a condition may be confined, or requested to leave. We strongly recommend all guests take out personal insurance, as in such circumstances refunds are not available.

MOTOR VEHICLES

We will only accept on Park an appropriate amount of vehicles relating to the occupancy of the accommodation. Parties with 3 vehicles or more will only be accepted at the Park General Manager’s discretion. If the Park General Manager’s decision is contravened or not sought then we reserve the right to terminate the booking and you will be asked to leave, with no refund available. No motorcycles, quad bikes, scooters or other such vehicles are allowed on the Park without the express written permission of the Park General Manager. It is important to check with the Park General Manager, as some of our Parks do not accept the above and/or their use may be restricted.
Large vehicles Due to limited parking space on some Parks please check with the Park before booking if you are planning to bring a van or a large commercial vehicle.

YOUR BOOKING

Price guarantee All prices are inclusive of VAT (where applicable). We guarantee that once you have paid the appropriate deposit we will not change your holiday price unless you make a change to your booking. We reserve the right to amend the VAT element of prices in the event of a change to the rate of VAT.
Paying the holiday balance Deposits are deducted from the full amount, leaving a balance payable 10 weeks before the start of the holiday. This date is clearly shown on your holiday confirmation and balance reminders will not be sent. Bookings made within 10 weeks of the holiday start date are payable in full. We cannot accept cheques within 4 weeks of your holiday start date. If the balance is not received by the due date, the holiday will be treated as a cancellation and any monies already paid will be forfeit.
Your final confirmation Please keep your final confirmation safe as this must be presented on arrival.
Holiday payment and Holiday Protection Cancellation Plan Payment can be made in full or by deposit to secure your holiday booking. Cheques should be made payable to Haven Holidays. We strongly recommend that you take out our Holiday Protection Cancellation Plan which covers you and your holiday party if you cancel your holiday, or a plan giving comparable cover. Our Holiday Protection Cancellation Plan can be added to your holiday booking - £24 per 8/7/6 nights or £16 per 5 or less nights, per accommodation unit booked. Any cancellation should be notified in writing to us, and, where appropriate, claims made through the alternative supplier. If you do not take out our Holiday Protection Cancellation Plan or cover of your own NO REFUND WILL BE GIVEN ON ANY MONIES PAID
Special and promotional offers All offers are subject to availability at the time of booking and to specific offer terms and conditions and may be withdrawn at any time. These offers only apply to the promotional period stated and cannot normally be combined with any other offer.
Privately owned caravans Certain caravan accommodation is not owned by us, but managed and let by us on behalf of the owners. Where owners are not registered for VAT an additional handling fee equivalent to the prevailing rate of VAT is incurred (inc. of VAT), making the price for similar accommodation identical.
Errors Whilst every effort is made to avoid changes or errors, we’re only human. Please check and/or query the details and price of your chosen holiday at the time of booking. Please also thoroughly check your holiday confirmation and contact us straightaway if you have any queries.

PARK FACILITIES

FunWorks Passes For every guest a FunWorks Pass is included in the holiday price, allowing use of the swimming pools, children’s clubs, leisure and entertainment facilities at the Park at which you have purchased your holiday. This must be presented when requested. Passes can be collected at Reception on arrival, and should be kept safe as there is a charge for replacing lost passes - please check at Reception for details. The cost of these FunWorks passes is based on the capacity of your accommodation and is included in your holiday price. FunWorks Passes are nontransferable and are date & Park specific and only valid for the holiday duration you have booked. For some specific promotional activity FunWorks Passes may be an additional charge. All holidaymakers’ names are registered at the club on the Park. To comply with Local Club Licensing Laws, all names and addresses must be registered a minimum of 48 hours in advance. Passes for Spring and Autumn (Off Peak) excluding Bank Holidays are at a lower (included) rate to reflect any reductions in entertainment and facilities and this is reflected in the holiday prices shown in the grids.

Off-peak season availability of facilities Individual Holiday Park opening dates are clearly shown on each price grid. Parks with more than one evening entertainment venue may provide entertainment in one venue only at certain times of the year, for optimum enjoyment. During some of these periods, selected Parks provide evening entertainment at weekends only, although our bars will be open during the week. Also at selected Parks venue opening hours may be reduced
Extra charges Your holiday cost includes the use of the majority of the main Park venues and facilities and activities. Certain facilities and activities are subject to an additional cost or refundable booking deposit and some facilities may be restricted off-peak. Guests are welcome to use their own sports equipment, or can hire equipment at the Park for a nominal charge. Parks with fishing facilities require a rod licence and may attract small additional charges.
Health & Safety The operation of our Parks is subject to legislation and the guidelines laid down by the Health & Safety Executive and Local Authorities and their codes of practice. We reserve the right to adjust our services in order to meet these standards. In extenuating circumstances accommodation, entertainment, sports activities or any facility may be withdrawn, due to maintenance, renovation, adverse weather conditions, changes in governmental legislation, or any other factor outside our control. We reserve the right to make such changes without prior notice, and are unable to accept liability for the loss of an advertised facility, or to pay compensation for any inconvenience caused. Where possible, we will advise of any significant changes prior to booking and endeavour to advise guests already booked of any significant changes as they occur. Certain facilities have height, weight and/or age restrictions, and session bathing may occur in the Indoor and Outdoor Pools at certain times - please check at the time of booking.
Smoking Policy As a result of Government legislation, it is now illegal to smoke inside enclosed public buildings in England, Scotland & Wales. No smoking areas will be clearly designated and outdoor smoking areas provided. We ask guests to comply with these laws. We would also ask guests to refrain from smoking in all holiday accommodation. In certain accommodation we do not allow smoking. However, we cannot guarantee that any accommodation has been completely nonsmoking.
Age restrictions Due to space considerations and licensing laws, some venues have age restrictions covering certain times.
Selling alcohol We are only permitted to sell alcohol to persons aged 18 or over. Proof of age may be asked for, such as the following forms of ID: full passport or a new style driving licence incorporating a photograph.
Lost property If you leave property in your accommodation after leaving, whilst we will endeavour to do everything within our remit to return the item, we cannot be held responsible for any loss or damage.
TV’s Please note the actual size of the TV and whether the reception is analogue or digital varies by Park.
Activity Pass This is only available at the discounted rate prior to arrival on the Park and must be purchased at least 3 working days prior to arrival. Most of the activities within the Activity Pass are suitable for children 8 years and upwards and adults. Please note that the Activity Pass Voucher is not guaranteeing your place on the activity, merely the discounted purchase. It is therefore advisable to book your required activity using the relevant vouchers as soon as you check in as activities do become full very quickly. Please note that Vouchers are non-refundable.
CCTV Please note that we use CCTV cameras on our Parks to ensure the safety of all our guests.

OTHER INFORMATION

Whilst on Holiday Should you have a concern or problem with any part of your holiday whilst at the Park, you must report this to the Reception Team at the Park straightaway. This provides the team the opportunity to rectify any issue immediately. Unfortunately, any refund or compensation claim cannot be dealt with after the holiday has taken place and any claim may be rejected if a report has not been logged by the team at the Park. If, however, you feel that the reported matter has not been resolved during your holiday then please write to our central Guest Relations Team at Haven, 1 Park Lane, Hemel Hempstead, Herts. HP2 4YL within 7 days of returning from your holiday. Any correspondence must be in writing, from the lead guest on the booking and letters must carry the signature of the lead guest due to the Data Protection Act 1998. Please write your holiday reference number on your letter and include your daytime and evening telephone numbers. The Guest Relations Team, on receipt of your letter, will contact the Park for a full report into your concerns in order to respond appropriately. Therefore, it is imperative that the issue is reported to the Park whilst on holiday to enable a speedy and complete response. Our response to your concerns will be replied to within 28 days.
Any questions? We aim to provide all the information you need in our brochure, but should you have any queries or special requirements please don’t hesitate to call our Customer Care Department on 0871 230 1908 (9am-7pm Monday-Saturday).

CONDITIONS OF BOOKING

The Holiday Contract A contract between you and Haven is made when either of the following “booking conditions” are met:
1. We accept your booking and deposit payment by issuing written confirmation or
2. When booking by telephone or online, we inform you that your booking is confirmed or
3. Your Travel Agent tells you your booking is confirmed.
The contract binds you and all the members of your party. It is your responsibility to ensure that all members of your party accept these terms and conditions of booking. Failure to disclose all relevant information or comply with these terms may lead to termination of the contract, and loss of the booking.
If you change your booking Should you wish to make a change after your booking is confirmed, such as the type of accommodation, we will always try to meet your request. However, a charge of £20 per alteration will be payable. Substantial changes, such as a different location or dates, will be treated as a cancellation (see below). Any changes which result in the holiday being cancelled within 8 weeks of the departure date may result in no refund being due. If you have purchased the Holiday Protection Cancellation Plan any refund will be subject to the sliding scale shown below. If you have purchased your own holiday cover then please liaise with your provider.
If you cancel your booking Should you wish to cancel your holiday please call the Customer Care Department immediately on 0871 230 1908, and they will advise you of the procedure.
Our Holiday Protection Cancellation Plan covers cancellation of your holiday should you or any other member of your holiday party be unable to travel, especially in respect of sickness, jury service or redundancy. Should you or any member of your party be unable to travel due to sickness, redundancy or jury service and have taken out our Holiday Protection Cancellation Plan, written proof in the form of a doctor’s certificate, employer’s or court notification will be required by recorded delivery 48 hours prior to your confirmed holiday start date. Having complied with this requirement, guests who need to cancel their holiday due to sickness, redundancy or jury service will be entitled to a full refund of all monies paid subject to:
1. An administration charge based on the deposit amount paid at the time of booking
2. Notice to cancel with written proof, being received at least 48 hours prior to the start of the holiday, whereafter the refund will be capped at 30% of the total holiday costs.
3. Payments made with vouchers, credit notes or transfer notes, which will not be refunded.
Holiday Protection Cancellation Plan sliding scale of cancellation charges

In all cases the minimum cancellation charge is £50 per Holiday Home cancelled but varies dependent on the deposit amount paid at time of booking. Where repaid, payments made by credit/debit card will be repaid to the same card. If you do not take out our Holiday Protection Cancellation Plan or cover of your own NO REFUND WILL BE GIVEN ON ANY MONIES PAID.
If we change or cancel your booking As an experienced and responsible operator, our aim is to provide all the services, facilities and entertainment as described in our brochure and on our website. 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, or your travel agent, 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
In addition to the above and provided it does not arise from circumstances beyond our control, we will also pay you compensation for any provable loss. Should a sole use event be booked subsequent to your reservation, in the interest of your holiday enjoyment, we reserve the right to cancel your booking and provide you with an alternative as outlined above. If your holiday is cancelled through non payment by yourselves then the above terms DO NOT apply. Please therefore ensure that you read these terms and conditions in relation to when payment must be received by Haven Holidays.
Limitation of Liability We accept responsibility for those arrangements of your holiday which are within our control, but we cannot accept liability for any injury, loss or damage suffered by you or any other member of your party, unless one of the following applies:
(1) there was wilful default by us, our employees or agents
(2) death or personal injury was caused by the negligence of Haven Holidays, our employees or agents.
For all claims other than death or personal injury, which result from the non-performance or improper performance of our contract, we will pay compensation that is reasonable in all circumstances. However, our liability to you is limited to the total cost of the holiday amount paid as per your final holiday invoice from Haven Holidays. Please notify any shortcomings or complaints to the Reception/Duty Manager immediately, so that they can be remedied. Claims may be reduced or rejected if we have not been given the opportunity to put matters right or investigate your concerns.
If you cut your holiday short we are not obliged to offer a refund.

GENERAL
In these booking conditions ‘you’ and ‘your’ refers to the person who makes the booking; ‘we’, ‘us’ and ‘our’ refers to Haven (a trading division of Bourne Leisure Limited of 1 Park Lane, Hemel Hempstead, Herts, HP2 4YL); ‘holiday party’ refers to those persons named on the booking and any person added at a later date; the ‘Park’ means the Holiday Park you have chosen for your holiday. Please note that all points covered in the ‘Holiday and Booking Information’ and ‘How to Book’ sections of this brochure also form a part of these Conditions of Booking. All bookings are subject to these Conditions of Booking and to availability.

CONDITIONS OF HIRE

1. We regret that we are unable to accept bookings from: -
   a) Groups of persons of all one sex.
   b) Groups under 21 years of age.

2. Devon Cliffs is a family holiday park and anyone whose unreasonable conduct causes a nuisance to any other persons on the park will be asked to leave.

3. In order for us to clean and check the caravans, departures must be made before 10am on the day of departure; failure to vacate on time will result in an additional charge of £30 per hour. No keys will be released before the designated check in time on the day of your arrival. Your check in time can be found on your booking confirmation.

4. The caravan must be left in a clean and tidy condition. The hirer is responsible for all members of the party and must make good any losses, breakage, or damage done to the caravan or its contents during their stay.

5. DAMAGES/ ADDITIONAL CLEANING: should any damage be caused or the caravan / lodge require in depth cleaning time cleaning this will be chargeable direct to the named hirer. Any damage or will be logged and photographs will be taken to assist Devon Cliffs with any claim against the hirer. An initial charge will occur and you will be required to make this payment before departure to cover costs. Should the charge on departure not be sufficient to cover the extra cleaning or damage caused the hirer will be required to pay the outstanding balance which we must receive within 14 days to avoid legal action being taken. PLEASE NOTE: Photographs are ALWAYS taken and kept on file should any claim be disputed.

6. DOGS: please note under non circumstances are dogs allowed in these holiday homes. Any booking found to be accommodating a dog will result in your holiday being terminated without refund. You will also be required to cover any cleaning costs. If you wish to bring a pet on holiday you will require to holiday with Haven direct so please call the park on 01395 226 226 as these caravans are not available to accommodate pets.

7. Should accommodation booked become unavailable due to circumstances beyond our control, we will notify you as soon as possible. We will offeralternative accommodation to the same value whenever possible. In the event the park has no availability to accommodate this, then will a full refund be offered.