Terms & Conditions
Terms and Conditions of Booking
Please read these terms and conditions carefully as they make up your agreement with us. These terms and conditions apply only to booking contracts made with Waterside Holiday Group online or by phone, but do not apply to private letting contracts made directly with a caravan holiday home owner.
Due to changes within the law, or indeed within our Company, these terms and conditions may need to change from time to time. A copy of the most up to date version will always be available to view online at www.Watersideholidays.co.uk.
To make these terms and conditions as easy to understand as possible please see our definitions of the phrases you may see:
‘you’ and ‘your’ – the person that makes the booking
‘we’, ‘us’ and ‘our’ – Waterside Holiday Park is a trading name of Waterside Holiday Group Ltd, registered in England and Wales, no 2328741. Registered Office 10 Bridge Street, Christchurch, Dorset, BH23 1EF
‘we both’ – both Waterside and you
‘agreement’ – the contract between us based on these terms and conditions, any other conditions we refer to in our brochure and website, anything else we agree in writing and the terms of any promotional offer you’ve booked
The total number of people coming with you (including children and babies) mustn’t be more than the capacity your caravan allows. In all cases this will be either 6 or 8, please check your booking receipt carefully for this information. If you do exceed the maximum number, they will not be permitted to stay.
We want the holidays we provide to be enjoyable for everyone, therefore we have the right to decline a booking, especially if we think things may get spoilt for our other guests. If you come to the park and cause a problem, we will ask you to leave immediately, or at the very earliest opportunity. No exceptions will be made and no refunds will be given.
Where some of the party is under 21, there must be sufficient capable and responsible adults over the age of 21 to provide suitable supervision for the party and each member of it.
Vehicles at Waterside:
There is parking alongside each caravan for 1 car. If you bring more than 1 car you may need to use additional parking provided, however we cannot guarantee this will be by the caravan. Please note we do not permit jet-skis, boats, lorries, vans or other commercial or sign written vehicles on our park.
Paying for your holiday:
Like most things supplied these days, prices can change every day, depending on availability. You will find our up to date prices on our web site, although the price of your holiday will be confirmed
at the time you book. Once you’ve booked your holiday, we will not change the price unless things out of our control change, such as the rate of VAT.
If we find that when making your booking we have made a mistake and substantially undercharged you, we may get in touch to put things right. You will have the choice of cancelling your holiday and receiving a full refund, paying the full price, or transferring the money you have already paid to alternative dates, depending on availability. If on the other hand, we have overcharged you in error, we will refund the difference to you.
No deposit is required from you when you book your holiday. You have the choice to make payments as and when you wish to, so long as the full balance is received 10 weeks before the holiday commences. If when booking your holiday the start date is less than 10 weeks away, you will need to pay for the holiday in full. If you don’t pay the balance of your holiday when required, we may cancel the booking, and no refund of monies paid will be given. Promotional offers cannot be used in conjunction with another offer or discount unless specifically stated and apply to new bookings only. Offers are subject to change and can be withdrawn at any time. Only one offer or discount per booking will apply unless otherwise stated and the offer of next year’s holiday at this year’s price refers only to the listed brochure price. When booking your holiday, we will always do our best to accommodate any special requests, such as choosing a specific caravan, however, we cannot guarantee this request, especially if the unit that you want is already booked or unavailable due to circumstances beyond our control. The closest alternative will be offered to you. A number of our caravans are built to accommodate guests with special needs and access requirements. Please call us on 01305 833103 to discuss those needs, or alternatively see our access statement on www.Watersideholidays.co.uk
Should you suffer the disappointment of having to cancel your holiday due to you, or any member of your party suffering from sickness, death, or redundancy, please be reassured that our cancellation policy is included at no extra cost to you. As long as you notify us by telephone, in writing or by email, at least 7 days prior to the start of your holiday, you will be due a full refund. If however, the situation arises within 7 days of the start of your holiday, every effort will be made to re-let your accommodation and if successful, a partial refund may be given, but not guaranteed. If we refund you in line with the terms above, payment will be made to you in the same way the payment was made, i.e the same payment card. Refunds cannot be given if the holiday was paid for with a voucher, however this credit can be transferred to alternative dates, depending on availability. To claim under this policy, the first step is to call us and make us aware of the need to cancel, (you may of course just wish to change the dates of your holiday, and depending on availability, every effort will be made to accommodate those changes – no charge will be made). We then need to receive your instructions in writing, along with proof of why you wish to cancel i.e a doctor’s certificate. We will get in touch as soon as we have received this information to let you know if and how your refund will be processed.
Changing your holiday:
We do understand that sometimes circumstances change and it is no longer possible to have your holiday on the dates initially booked. If this happens please telephone 01305 833103 as soon as possible and we will do all we can to accommodate those changes. Whilst we do not make a charge for changing your booking, it may not always be possible to meet your requirements and the best options will be discussed with you. If an alternative booking is found for you but is at a higher cost, you will be required to pay the additional cost. If the change to your booking results in a lower cost holiday and those changes are made at least 7 days prior to the start date of the original booking, the difference in cost will be refunded. If the change of dates occurs within 7 days of the start of the holiday, the alteration to the booking will be treated in line with our cancellation policy above.
Arriving at Waterside:
There are two different check-in times at Waterside depending on the category of caravan booked. For guests checking into the Capri, Harmony, Moselle & Provence caravans check in time is 2pm. Any other caravans have a guaranteed check in time of 4pm. When you arrive here please check in with Reception. Every effort is made to get the caravans ready ahead of those guaranteed times, and you may find that if your caravan is ready early, you can check straight in. If your caravan is not quite ready, we can issue you with your facility passes so that you can enjoy them whilst you wait.
The facility passes that you receive on check in give you free use of our swimming pools, sauna & steam rooms, and our gymnasium, along with our licenced entertainment venue and some organised children’s activities. These facility passes are valid from the day of arrival until 12pm on your day of departure. There are other activities on the park which are available for an additional cost, i.e the SPA. Not all treatments are suitable for everyone, but you can find out more from our SPA brochure or by talking to a therapist. It is advisable to pre-book your treatments and SPA time to avoid disappointment. The entertainment listed in our brochure and on our website show what was booked and planned for your stay. Due to circumstances beyond our control it may sometimes be necessary to make changes, however if this happens, we will always do our best to replace that act with something similar.
Smoking is not allowed in any of the buildings or accommodation that we provide. Smoking includes tobacco cigarettes, vaporisers and e-cigarettes. We do our best to ensure that all guests do not smoke in these areas, however if it is apparent that smoking has taken place i.e in a caravan, additional cleaning costs will be charged.
Pets are not permitted in any of our accommodation, however some owners of privately owned caravans do bring their dogs which you may see on the park.
All refuse should be placed in the general and recycling bins placed for your convenience around the park.
If you realise once you have left us that you may have left something behind, please call us on 01305 833103. Every effort will be made to locate the missing item, however we are not liable if this isn’t possible or if it is damaged. When we find your item we will return it to you, but you will be asked to cover the postage cost.
Check out time is at 9.30am. Please remember to give us back the caravan key, along with the barrier pass, and always leave your accommodation in a clean and tidy condition. If, when you pack to leave us, you realise that you have lost or misplaced your caravan key, a charge may be made for the key and the tag, and if necessary the changing of the lock. Having returned home, if you realise that you mistakenly packed the key and you return it to us, a refund may be made. No refunds will normally be made in the event that you unfortunately have to leave us earlier than planned, please see our cancellation policy for further details.
Security and safety are our priority at Waterside and we take all reasonable steps to ensure our guest’s wellbeing and hope that there will be no cause for concern during your holiday with us. However, guests at Waterside are responsible for their own belongings and need to remember to secure any vehicles and bicycles and refrain from leaving any valuable items on display. If you are bringing expensive items away with you, we would advise that you check any personal insurance policy (if applicable) to ensure they are adequately covered. We cannot accept any liability for loss or damage to your belongings unless as a direct result of our negligence.
Health & Safety:
We take all reasonable measures to ensure the health and safety of you and your party (which includes all of the things that we are required to do by law, the Health and Safety Executive and the local authority). This may mean that at certain times we have to close a facility, however we will make sure that we re-open as quickly as possible, and that we let you know of any issues as soon as they arise. It’s important to us though that you follow our rules and advice whilst you are here. More than anything we want you to enjoy your holiday so we won’t weigh you down with lots of silly rules, but there are one or two that are important. One example is for our swimming pools, and means that if you are under 8 years old (or if you cannot swim and are under the age of 14) you must be accompanied by a responsible adult. The responsible adult can supervise 2 non-swimmers but must ensure that they do not go out of their depth. All swimming pool users are required to do exactly what our lifeguards ask. At all times when driving through the park please give way to cyclists and pedestrians, keep to the left and within the 10mph speed limit
Our aim is to provide you with the best holiday we can, so we both agree the following
1.We will do our best to give you and your party a fantastic holiday
2. We will do our best to give you the holiday described in our brochure and on our website
3. We will do all we can to prevent things going wrong
4. You agree to tell us who is coming with you and you will only let those people into our park
5. You will look after the accommodation allocated to you along with the facilities, so that other guests can enjoy them after you. If you cause damage, you will tell Reception straight away so that we can sort it out
6. You won’t spoil another guest’s holiday by being loud, rude or antisocial
7. You and every member of your party promise to abide by our terms and conditions. If you break them, you will all be required to leave the park immediately, no refunds will be given and we reserve the right not to accept any future booking from you or any member of your party
When you make your booking, you will be required to give us details of your permanent home address. This will be checked against the electoral register, both to prevent fraud and to ensure that we can contact you by post before and after your holiday if we need to. If you are not on the electoral register because you have recently moved home, we may ask to see a council tax bill showing your new address.
Should there be an accident whilst you are staying with us, and damage is caused to the accommodation or the inventory in the accommodation, and that damage is caused by you or a member of your party, we have the right to reclaim this cost from you. This may include any additional cleaning costs. We may also access your accommodation at a reasonable time during your holiday to check on the condition of things. If there is an emergency we have the right to enter your accommodation without prior warning.
We will do all we can to ensure you have an amazing holiday with us, however sometimes things can go wrong. If that is the case please see below what to do to make a complaint:
- If there is something wrong with your accommodation please tell us straight away so that we can attend and rectify matters
- If your holiday has come to an end and you still feel unhappy please write to us at Waterside Holiday Park, Bowleaze Cove, Weymouth, Dorset, DT3 6PP, or email email@example.com. The letter or email must be from you (the lead booker), and should include your reservation number
- Once we have received this we will investigate and endeavour to come back to you by letter within 14 days
- Please be aware that we will not be responsible for any matter that you were aware of, and that was not brought to our attention during your stay
- Any matter that has been brought to our attention, and resolved during your stay, is deemed to be concluded. No further correspondence will be entered into once you have returned home.
Finally – The Agreement:
When you make a booking with us you are agreeing to buy our holiday and to follow our terms and conditions. We have the right to refuse your booking request if we do not have the availability or if we think you would be unsuitable guests at our park.
The agreement starts when you have made your booking and we have confirmed it either by post or by email.
Whilst the agreement is between us and you, the lead booker, you are responsible for ensuring that each member of your party knows about and agrees with these terms and conditions.
We will do our best to give you a great holiday, and we accept responsibility for anything that has gone wrong that we should have foreseen or prevented. We will deal responsibly, reasonably, and proportionately with any issue or claim for loss or damage that is our fault, and we will never try to avoid responsibility for things that the law says we can’t. We cannot though take responsibility or pay compensation for things beyond our control that destroy or damage our accommodation or facilities. Things beyond our control include fire, flood, explosion, storm or other weather damage, break-in, criminal damage, riots or civil strife, industrial action, natural or nuclear disaster, war or threat of war, actual or threatened terrorist activity, and epidemics.
As we are based in Dorset, we are bound by English Law. This means that whilst we would hope it never came to it, if it did, we agree that English Law would apply to this agreement. If things went really wrong we both agree that English courts would oversee any decisions.
We do our best to ensure accuracy within our brochures, websites and any other form of social media or advertising when published. You cannot copy anything from our brochure or website without written permission.
Please understand that no photos or filming can take place in our swimming pool areas. However, occasionally we employ professional photographers to take photos of these facilities and whilst we will do our best to give you prior notice, if you object to being in these photos please let us know so that we can do our best to remove you from the shot. With this agreement however, you give us the rights (free of charge) to use anything containing your image that was taken while you were with us.