Accommodation Policies

 We’d much rather not have to have a list of policy documentation. 

However, it is necessary to protect guests, owners and the accommodation.

 

Please read these carefully.  Thank you.

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** Important Information from Haven **

No bookings permitted from commercial businesses, their staff and/or representatives

 

Seton Sands Holiday Village is operated by Haven. The caravan park is intended for holidaymakers only. As per Haven’s terms and conditions the caravan park cannot be used by commercial businesses or those that work for them. This includes, but is not limited to, e.g. shopfitters, electricians, construction workers etc. - essentially anyone that is intending to use the accommodation as a base for work purposes. If we are made aware that you have booked as a commercial business, or a staff member(s) representing a commercial business, your booking will be cancelled. Failure, at the point of booking or therafter, to dislcose that you are representing, or working on behalf of a commercial business,  will result in you (your group) being denied access to the caravan park by security staff.  You will also lose any payment made (excluding damage deposit) regarless of the timescale of the booking e.g. within 12 months, 30 days or 24 hours.. If you have booked in contravention of this policy and intend to arrive at the accommodation please be aware that it is highly likely that security will refuse you entry to the park and you will lose your full payment.

 

N.B.: The policy above applies to ALL accommodation on ALL Haven caravan parks

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We want you to relax and enjoy your holiday.

Please take time to read an understand the information below to make sure this is the right accommodation for you.

 

 

Payment Methods

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Booking with full payment

 

1. Full payment must be received 30 days prior to your arrival (accepting those that book within the 30-day period).

2. Should you need to cancel you have up until the 30th day prior to your arrival to do so at no charge.  Payment received will be returned to you, in full, via your initial payment method. 

3. Should you cancel on, or within, the 30-day period prior to your arrival the full amount will be forfeit. Any refund will be at the sole discretion of the owner.

4. The owner, at their own discretion, may allow for the payment to be transferred to alternative holiday dates.  N.B. the name under which the booking is held is not transferable.

 

Booking with deposit

 

1. The deposit must be paid at the point of booking.

2. The outstanding balance must be paid, in full, 30 days before your arrival (see exception Maximum Stay below).

3. The deposit to secure your holiday is non-refundable*.  However, the owner, at their own discretion may allow for the deposit to be transferred to alternative holiday dates – if required and if available.  N.B. the name under which the booking is held is not transferable.

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      * should the owner have to cancel the booking the deposit will be returned in full.

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Bookings within 30 days

 

1. Full payment must be received at the point of booking.

2. For those booking on, or within, a 30-day period and who have paid the full amount, that full amount will be forfeit in the event of a cancellation.  Any refund will be at the sole discretion of the owner.

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For security purposes payments, (including booking and damage deposits) are held by our third party payment provider.  Funds are transferred to us within a 48 hour period of a guest arriving at the accommodation.

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Same Day Arrival

There is no 24 hour cooling off period for guests booking within 24 hours of their arrival, or the same day as their arrival. Should a guest cancel in these circumstances the full booking payment will be forfeit, although the damage deposit will be returned in full.

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Cancellations

No fees charged for bookings cancelled within 24 hours of booking (except where the booking has occured within 24 hours or same day as arrival).  Payments made will be returned to the original method of payment and/or payment provider.

 

We offer an industry standard flexible cancellation policy i.e. the guest can cancel free of charge until 30 days before arrival. The guest will be charged the total price of the reservation if they cancel on, or within, the 30 day period before arrival.  Please note that it may take up to 30 days to return funds depending on the original method of payment and payment provider.

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For those booking on, or within, a 30-day period of their arrival and who have paid the full amount, that full amount will be forfeit in the event of a cancellation.  Any refund will be at the sole discretion of the owner.  The owner, at their own discretion, may allow for the payment to be transferred to alternative holiday dates. 

 

If, for whatever reason, the owner has to cancel a booking the owner will contact the guest and ask the guest if they would like the owner to attempt to source similar accommodation, at the same price, in the same park.  If the guest is not content with this a full refund will be issued and this would include any deposit.

 

Please see Payment Method section.

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If we are made aware of a booking via a commercial business, it's staff and/or representative(s) the booking will be cancelled and the lead guest notified.  No refund will be provided regardless of the original timescale of the booking e.g. within a year, 30 days, or within 24 hours.  The damage deposit will be returned.

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We reserve the right to cancel any booking made directly with ourselves or with a third-party partner without prior notice.  We expect this would only be used in exceptional, unavoidable circumstances or where our terms and conditions have not been met.

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Booking Communication

Approx. 28 days prior to arrival the main guest will receive an email requesting the names of all of the guests and, if applicable, the registration details of all cars.  If arriving by public transport, taxi etc. please present at security staff at the security gate with your reference number.

 

Subsequently, the main guest will receive a reference number by email.  This unique reference number is essentially your check-in code.

 

A further email will be sent that will include a screenshot(s) of all car passes – these are presented to security staff on arrival. Security staff then provide a physical car pass that must be displayed within the car at all times whilst within the park.  Additionally, a map of the park will be provided highlighting the route to your accommodation as well as the PIN to the key safe.

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Refundable Damage, Property Loss and Theft Deposit

N.B.: this section can, on occasion, be referred to by third party booking portals as damage deposit.  However, it also includes property loss and theft.

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Accidents can and do occur.  The sooner they are reported the less likely it is to affect your damage deposit (depending on the nature of the damage).

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A refundable damage, property loss and theft deposit of £150 must be made at the point of booking.  If no damage, property loss or theft has occurred the deposit will be returned to the original payment method.  However, in the event that damage, property loss or theft has occurred be advised that the total amount, or a reduced amount thereof, may be forfeit.

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Please be aware that staff take a full inventory at every change-over of guests.  The inventory check includes, but is not limited to, ornamentation, household items, bedding, pillows and towels.  If any of these items are damaged or missing the full cost for each item may be deducted from the damage, property loss or theft .

 

Please inform us immediately of any damages or loss of accommodation property  All guests agree to take photos of any damage and send this to the owner asap. This is essential as we need to ensure that you continue to enjoy your stay while accessing any potential impact on health and safety.  Reporting damages allows us the opportunity to resolve the issue quickly and potentially reduce further damage e.g. in the event of spillage wine /coffee. 

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We will claim for items that are fire or burn damaged as a consequence of naked flames e.g. lighter, matches, candles, birthday candles etc.  While the burn area may seem small – we, to keep the property to a standard, have to replace entire carpets, sofa, balustrade sections etc.

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Therefore, you are not permitted to burn candles or similar real flame items inside the accommodation - this includes, but is not limited to,  birthday candles.  Any real flame items used outside on the decking must be closely supervised at all times.

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Any item damaged by fake tan may incur a charge.  We'd advised anyone who is considering booking the accommodation to be fully aware of the potential consequences of fake tan damage.

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Please be advised that accidental and malicious acts of damage may incur charges - including, but not limited to, those incidents highlighted in this and accompanying documents

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The returnable damage, property loss or theft loss will be returned, in full, in the case of a non-arrival or cancellation - in line with non-arrival and/or cancellation policies relating to the booking.

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We strive at all times to provide a comfortable and relaxing holiday to all of our guests.  We can only do this with a full inventory and where damage has been mitigated.

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Age Restriction

The lead guest must be aged 25+.  Please note that security staff may check this at the point of booking-in and may request age verification documentation.

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Lead Guest Responsibilities

Please note that the lead guest is responsible for all those within their party and as such they may be requested to leave or be removed, from the caravan park based on the actions of one or more within their party.

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Minimum Stay

Our standard minimum stay in 3 nights.  We may, on occasion, reduce that minimum stay via direct bookings, or with third-party booking partners. Where nights less than three have been booked without our express consent e.g. a technological glitch with a third-party partner, we reserve the right to cancel the booking - superceding any third-party partner agreement. 

 

Maximum Stay

We offer 14 days as a standard maximum stay.  However, we can, by arrangement, agree a total of 28 days.  Stays of 21/ 28 nights (nights outwith the standard 14 nights) will only be agreed when a non-returnable £450 booking fee has been paid.  This is in addition to any required booking deposit payment or damage, property loss or theft payment.  Free cancellation in this instance is 60 days before arrival.  After this time full payment is required.

 

Capacity

Capacity of this accommodation must not exceed four people.

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Late Bookings

We consider late bookings those that are made up to 7 days before arrival.  On occasion, we may not be able to arrange the twin room to your preference i.e twin beds or double beds.

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Group Bookings

The Park does not permit group bookings for hen and/or stag parties.  Nor does the Park permit staff (invidually or, in groups) representing, or working on behalf, of commercial businesses to stay on the Park.  Please be advised that you may be asked to leave the accommodation if Park staff determine that the booking breaches it’s code.

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Accommodation Purpose

This is short-term holiday accommodation.  It is not intended to be used by commercial businesses or those that work for them.  This includes, but is not limited to, e.g. shopfitters, electricians, construction workers etc.  It is not a base for workers.  Where such bookings take place the business, or the person booking on behalf of that business is at risk of losing their entire payment.

 

​Pets

Pets are not permitted at this accommodation.

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Electric Vehicle (EV) Charging

Electric vehicle charging points are available and are located at the car park closest to reception.  Electric vehicle charging is not permitted at the accommodation and guests should not attempt to charge their cars at the accommodation as this could be dangerous.  Guests can only charge their car at the charging points located at reception.  For safety and security anyone attempting to charge their car directly from the accomodation will be reported to security and will be asked to leave the park.   Electric consumption is checked after each guest departs.   Any significant increase in electricity consumption will be charged to the guest, or deducted form the damage deposit. 

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Please keep everyone safe.  Only use designated charging points.

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Arrival

All guests arriving by car must check-in at security at the entrance to the park.  Security staff will check details against the booking reference and car registration (if applicable).

 

Check In

From 1.00pm to Midnight

 

Check Out

From 7.00am to 10.00am

 

No Smoking Policy

Guests cannot and must not smoke cigarettes or e-cigarettes inside the accommodation or on the decking adjoining the accommodation.  If it comes to our attention, via Park staff, that smoking or e-smoking has taken place within the accommodation, or on the decking, you will be advised to leave the accommodation with immediate effect.  Consequently, you will forfeit any and all booking payments, this may also include the damage deposit*.

 

We therefore strongly advise guests to be fully aware of this accommodation rule and it’s consequences prior to booking.

 

*Taking into account any littering as a direct consequence of smoking i.e. cigarette butts discarded in close proximity to the accommodation.

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Behavioural Policy

Guests should not be expected to experience or accept aggressive behaviours from us, nor should we be expected to experience or accept such behaviours from guests – this includes online behaviours.

 

Such behaviours whether written, verbal or physical should not be acceptable to guests, or to staff.  Online threats or behaviours that include reputational damage on social media and/or booking/review platforms should not be accepted by guests, or staff.  We will not accept any online attempt at reputational damage or threats of this nature.  If a guest has a complaint then that complaint should, in the first instance, be made with us, so that we may be given an opportunity to resolve it.

 

If a guest feels that they have experienced aggressive behaviours from staff (or our representatives) we ask that the guest raises this with us immediately.

 

We work closely with our online platform partners and social media groups to ensure a safe, friendly, supportive environment.

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Policy Antecedence

Please note that our policies supercede those of any third-party partners - except where we and the third-party partner comes to an alternative agreement.

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Cancellations

No fees charged for bookings cancelled within 24 hours of booking (except where the booking has occured within 24 hours or same day as arrival).  Payments made will be returned to the original method of payment and/or payment provider.

 

We offer an industry standard flexible cancellation policy i.e. the guest can cancel free of charge until 30 days before arrival. The guest will be charged the total price of the reservation if they cancel on, or within, the 30 day period before arrival.  Please note that it may take up to 30 days to return funds depending on the original method of payment and payment provider.

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For those booking on, or within, a 30-day period of their arrival and who have paid the full amount, that full amount will be forfeit in the event of a cancellation.  Any refund will be at the sole discretion of the owner.  The owner, at their own discretion, may allow for the payment to be transferred to alternative holiday dates. 

 

If, for whatever reason, the owner has to cancel a booking the owner will contact the guest and ask the guest if they would like the owner to attempt to source similar accommodation, at the same price, in the same park.  If the guest is not content with this a full refund will be issued and this would include any deposit.

 

Please see Payment Method section.

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We reserve the right to cancel any booking made directly with ourselves or with a third-party partner wihtout prior notice.  We expect this would nly be used in excpetional, unavoidable circumstances or where our terms and conditions have not been met.

 

Non-arriving Guests

Non-arrival guests, who are unable to attend, or fail to attend, for whatever reason forfeit full payment, deposit payment and/or balance payment related to the booking. The damage deposit will be returned.

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Quiet Hours

The Park request that guests respect the quiet hours of 11.00pm to 8.00pm

 

Parking

There is a private parking space for one car.  Please do not park on the grass adjacent to the accommodation.  There is a car park at the Golf Club less than one-minute walk away for additional cars.