Please read these Terms & Conditions before booking your
Planning your holiday
Arrival and departure times
Accommodation is available from 15:00, or earlier for some models
please check the key collection time on your booking form and
We ask that you vacate your accommodation no later than 11.00am
on your day of departure.
MUST NOT VACATE YOUR ACCOMMODATION UNTIL KEYS HAVE BEEN HANDED
TO YOUR BOOKING AGENT.
ANY DAMAGE TO THE HOLIDAY HOME WHETHER ACCIDENTAL OR DELIBERATE
AND MUST BE REPORTED IMMEDIATLY. THIS INCLUDES DIRTY ACCOMMODATION,
SPILLS, STAINS ETC.
SMOKING IS PROHIBITED BY LAW & NO PETS ARE PERMITTED IN
OUR HOLIDAY HOMES.
Please treat your holiday property and Park facilities with
great care so that others may continue to enjoy them.
We ask that you report any accidental damage immediately, so
that we can make a repair or replacement.
Accommodation is inspected at the start and end of every stay
and any loss or damage will be charged for.
We reserve the right to withhold security bonds where damage
Damage will be billed for by the park and must be paid for immediately.
It is your responsability (The Hirer) to ensure the holiday
property is treated with respect.
We also reserve the right to enter accommodation at any time.
If you expect to arrive after 6.00pm please let us know.(A LATE
ARRIVAL CHARGE OF £20 MAY BE APPLIED)
Holiday accommodation unclaimed by 8.00am on the day following
your holiday start date will be treated
as a cancelled booking and no refund will be made.
you need to bring
All cooking items, crockery and cutlery are provided. Bed Linen
is provided if shown on your holiday confirmation letter.
At certain promotional times Bed Linen may be extra in all Self-Catering
So all you need to bring with you are, toilet rolls, toiletries
and your personal holiday belongings.
Security bonds are required on all private accomodation,
This is fully refundable as long as there as no breaches of
these Terms & Conditions.
DONT FORGET TO BRING YOUR CONFIRMATION LETTER, SECURITY BOND
, PROOF OF I.D
Linen deposit is included in the security bond.
If you have any special requests regarding your holiday accommodation
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.
Cots in our Private Self-Catering accommodation are available with no charge
Cots in Self-Catering must be located in the living area.
You will need to bring your own cot linen. Highchairs are available
in the restaurants.
In all accommodation cots need to be requested at the time of
booking and are subject to availability.
(A moderate charge may be applied at peak times)
Clubs and activities
Haven provide a range of special indoor and outdoor facilities
Paws (1-4’s) and Rory & Bradley’s FunTime (5-11’s) operate
on the Parks from March right through to October.
Paws 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.
Rory & Bradley’s FunTime activities provide fun and entertainment
for the 5-11 age groups.
responsibility and supervision
Children 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 (12-16+) With their own dedicated leader, T-Co provides
activities and facilities for teenagers, throughout the season.
instructions and safety
Please ensure your children understand that they should always
obey the instructions of the FunStars,
T-Co leaders, Sports Instructors/Co-ordinators and Lifeguards,
to ensure proper control and safety.
the most of your holiday
Family and adult holidays Havens Holiday Parks and facilities
are intended for family and adult holidays.
Bookings by persons of 21 years of age or younger whether for
couples or groups of this age group and whether single sex
or mixed are not accepted. We also reserve the right to not
accept single sex bookings of any age.
We may apply discretion in certain circumstances. We also reserve
the right to retain the
keys for accommodation if any of the terms & conditions
Occupation of accommodation and use of facilities is strictly
limited to those named on the booking confirmation letter.
Additional guests may be signed onto the confirmation letter.(£30
If this legal requirement is not met, the booking will be terminated with no refund available.
Vacant Possession: Holiday homes left vacant for 30% or more of the total duration of your stay will be treated as a cancellation
If you fail to surrender the keys to properties within 48 hours of notice we reserve the right to change locks.
We reserve the right to terminate a holiday without compensation
and withhold security bonds where unreasonable or anti-social
behaviour caused by those person named on the booking confirmation
letter. This icludes unnaceptable behaviour towards staff &
We also reserve the right to refuse or terminate a booking where
we feel that the comfort of our other guests may be put at risk.
For the comfort of all our guests these are not permitted in
the areas between and around accommodation.
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 to take out personal insurance,
as in such circumstances refunds are not available.
& Commercial Vehicles
Please check with the Park before arriving if you are planning
to bring a transit or a large commercial vehicle.
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 his/her 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 not 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.
Your total holiday cost includes linen and utilities.
Funpasses are included if shown shown on your booking form.
Some Holiday Dates do not include funpasses so please check at time of booking.
We guarantee that once you have paid the 25% deposit we will
not change your holiday price
unless you make a change to your booking. Customers are reminded
that our prices are subject
to change at any time and may go up or down in response to changing
the Holiday Balance
Deposits are deducted from the full amount, To qualify for early
booking discount you must pay
the holiday balance by the agreed due date. Failure to do so
will result in the discount being withdrawn.
If the balance is not received by the due date, the holiday
will be treated as a cancellation and you will
loose your deposit and entitlement.
It is your responsibility to settle holiday balances as agreed
We cannot accept cheques within 4 weeks of your holiday start
and Promotional Offer
All offers are subject to availability at the time of booking,
specific offer terms and conditions, and may be withdrawn at
These offers only apply to the promotional period stated, and
cannot normally be combined with any other offer.
The accommodation offered is privately owned.
Whilst every effort is made to avoid changes or errors, we’re
Please check the details and price of your chosen holiday at
the time of booking.
The operation Haven Parks is subject to legislation and the
guidelines laid down by the
Health & Safety Executive and Local Authorities and their
codes of practice.
Haven reserve the right to adjust their services in order to
meet these standards.
In extenuating circumstances accommodation, entertainment, sports
activities or any
facility may be withdrawn with little or no notice, due to maintenance,
renovation, adverse weather conditions,
changes in governmental legislation, or any other factor outside
Haven & Bourne leisure 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 and/or age restrictions, and session bathing
may be provided in the Indoor and Outdoor Pools at certain times
- please check at the time of booking.
and Pets Policy
We regret that we cannot accept pets in any of our accommodation.
As a result of recent Government legislation, it is now illegal
to smoke inside enclosed public buildings
or public caravans in England, Scotland & Wales. No smoking
areas will be clearly designated and outdoor smoking
areas provided. We ask holiday makers to respect these regulations.
The smoking policy is clearly indicated through
signs in the accommodation and around the park.
any of the above is contaveined we will charge you for a full
valet costing £75 + replacement of all bedding and cushions.
Due to space considerations and licensing laws, some venues
have age restrictions covering certain times.
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.
Due to operational circumstances, activities sometimes may be
Acts and artists Those featured on havens website are representative
of those planned to appear in 2011 at Haven
holiday parks, and all reasonable efforts are made to ensure
Please check when booking what entertainment is available
Please remember complex passes can be purchased from park reception.
filming and photography
Due to the increasing popularity of Haven Holiday Parks we receive
requests from TV and other companies to film or photograph on
Every effort is made to ensure filming does not intrude into
or affect any holiday activity, and that it is clear to guests
filming/photography is taking place. Please ensure that you
and your family are aware of positioning of cameras
at all times. We will not accept responsibility if, contrary
to your wishes, you appear on film or
in photographs and are unable to make any financial award or
payment of any kind.
If you have a complaint about your holiday home,
you must immediately notify us Calagrancaravan.com, or the
Guest Relations Team at the Park during
your stay so that we can resolve any problems immediately.
If, at the end of your holiday, you feel that we have not dealt
with your complaint satisfactorily,
please write to the General Manager at the Park or alternatively,
write to Havens Guest Relations Team
All complaints must be in writing, from the lead passenger on
the booking and letters must carry the signature
of this passenger due to the Data Protection Act 1998.
Unfortunately if you do not give us the opportunity to resolve the problem locally by reporting it,
then we may not be able to deal positively with any complaint
on your return.
All complaints must be submitted within 7 days to allow it to
be investigated properly.
You will receive a response to your complaint within 28 days.
Please note Cala Gran Caravan offers their own private hire caravans at Cala Gran Holiday Park
If you'd like to book directly with Haven then please Click Here .
We aim to provide all the information you need, but should
you have any queries or
special requirements please don’t hesitate to call CalagranCaravans
Customer Care Department on 0800 970 4898
The Holiday Contract
A contract between you and us is made when either of the following
“booking conditions”are met:
1. We accept your booking and deposit payment by issuing written
2. When booking by telephone or online, we inform you that your
booking is confirmed or
3. Your Booking Agent tells you your booking is confirmed.
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
may lead to termination of the contract, and loss of any booking
you change your booking
Should you wish to make a change after your booking is confirmed,
such as the date,
we will always try to meet your request. However, a charge of
£25 per alteration will be payable plus the difference
in holiday price.
Substantial changes, such as a different location or size of
caravan, will be treated as a cancellation.
Changes must be made at least 8 weeks before the holiday start
date, and be confirmed to us in writing
or by telephone by the person who made the booking. Changes requested within 8 weeks
of the holiday start date will be treated as a cancellation,
and subject to cancellation charges as outlined below.
you cancel your booking
Should you wish to cancel your holiday please call immediately on
0800 970 4898, and we'll advise you of the procedure.
Cancellation will not take effect until we receive written confirmation
sent by recorded delivery.
If this is not received before your holiday is due to start
no refund will be given.
scale of cancellation charges if you opt for cancellation protection.
Number of days in advance of holiday start date. cancellation
charges are payable
56 days or more Deposit will be retained. 25%
55-43 days 30% of total holiday cost will be retained by us
42-29 days 50% of total holiday cost will be retained by us
28-8 days 90% of total holiday cost will be retained by us
7 days or less 100% of total holiday cost will be retained by
we change or cancel your booking
As an experienced and responsible operator, our aim is to provide
facilities and entertainment as described on our website and
in our brochures. Should it be necessary for us to make any
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
b) a replacement holiday together with the difference in price
between the replacement holiday and the holiday booked or
c) a full refund
Limitation of Liability (a,b,c)
We will only accept responsibility for those arrangements of your holiday
which are within our control,
We cannot accept liability for any injury, loss or damage suffered
by you or any other member of your party,
We strongly suggest that you take out an additional travel insurance
you cut your holiday short or are evicted from the park for
whatever reason we are not obliged to offer a refund.