Help & FAQ
IMPORTANT BOOKING INFORMATION AND TERMS AND CONDITIONS
Please check your booking confirmation. We are unable to accept any responsibility for misunderstandings or errors arising from telephone or internet bookings and your confirmation is our understanding of your booking. Bookings and amendments can only be made in the name and address of the person staying.
- YOUR HOLIDAY BALANCE PAYMENTS and DEPOSITS
For any bookings under £100 full payment is required at the time of booking. Hire Accommodation, Touring and Glamping – the balance is due not less than 70 days (10 weeks) before the start of your holiday. Camping pitches, the balance is due not less than 28 days (4 weeks) before the start of your holiday. Reminders are issued via email only. If the balance is not received within 70/28 days of the commencement of the holiday the booking will be cancelled.
- HOLIDAY AMENDMENTS
Clause 3 deals with amendments and changes to your booking. Clause 4 deals with cancellations.
If you book directly with WDLH then you may make changes to your booking 21 days or more before your arrival date but will incur an admin charge of £25 per change, plus any increased holiday charge for example if you increase the length of your stay. If you book via an Online Travel Agent then you may make ONE change to your booking 21 days or more before your arrival date but will incur an admin charge of £25 plus any increased holiday charge. No changes to your Holiday can be made less than 21 days before your arrival date unless these are due to medical or other exceptional circumstances. We may ask you to provide evidence of the medical or other exceptional circumstances
- CANCELLATIONS, INSURANCE AND REFUNDS
May we remind you that your booking is a legally binding contract. In the event of cancellation or curtailment we will retain any payments you have made to us until we established whether or not it is possible to rebook your accommodation/pitch. If it is not possible to do so or only possible at a reduced fee we will then retain all or part of your payment to compensate us for our loss and we may ask for further payment to cover any balance. If we exercise our rights under clauses 6 or 22 to end your booking early then you will only be entitled to a refund in accordance with this clause 4, ie to the extent we are able to rebook your accommodation/pitch. We strongly recommend that you take advantage of insurance to cover your booking and a leaflet will be enclosed with your confirmation. Alternatively visit www.guestfirst.co.uk.
- COMPLAINTS AND BEHAVIOUR
In the unlikely event that you have any cause for complaint or suggestion during your stay, please let a member of the Reception Team or Management know. Bringing your complaint to our attention during your stay gives us the opportunity to investigate and resolve any problem. As we can only use the evidence which is available to us when you tell us, your complaint may be prejudiced if you do not tell us until you leave. If you feel your reported matter has not been resolved during your stay and would like further feedback and discussion on the issue, please send an email to firstname.lastname@example.org and we will get back to you. Again, we encourage you do this within 7 days of leaving if possible to give us (and you) the best chance of a resolution. Finally, the Parks are family Parks and therefore the co-operation of visitors will be expected in that they will not do, or allow to be done, anything which is detrimental to the quiet enjoyment or comfort of other people staying on the Parks.
- BOOKING INFORMATION
Check in and Departure Time – Hire Accommodation & Glamping visitors may arrive from 4.00pm and must depart by 10.00am on the day of departure. Touring, Motorhome and Camping pitches may arrive from 3.00pm and must depart by 11.00am on the day of departure. Please report to reception on your arrival and check in. Please advise us if you are going to arrive later than 6.00pm by calling the park directly. If you have not arrived and we have not heard from you by 9.00am on the day after your arrival date, we reserve the right to re-let the Holiday Home or pitch. Any refund will be calculated in accordance with clause 4.
Holiday Accommodation Reservations are normally for a minimum of one week from a Friday, Saturday or a Monday, while short breaks are available as advertised arriving on a Monday for 4 nights or a Friday for 3 nights.
Customers MUST refrain from smoking in the hire accommodation for the consideration of all guests as we operate a non-smoking policy in all of our hire accommodation.
From 2018 Linen packs are provided in all hire caravans and will need to be made up upon your arrival. Please note that towels and tea towels are not provided. In Lodges, Apartments, Bungalows, Safari tents and Bell tents, bedding/linen is provided and is made up prior to your arrival. Lodges, Apartments and Bungalows are also provided with Towels and Tea Towels
No linen or towels are provided in the camping pods so please bring your own bedding or sleeping bags. Touring and Camping Pitches
During high season, reservations are normally for a minimum of 3 nights. If you wish to book 1 or 2 nights please telephone 4 days before arrival. To comply with Health & Safety and fire regulations: you must pitch according to the instructions given to you on arrival. The maximum dimension for your accommodation (tourer excluding tow bar, tent etc) is 23ft (7m) x 14ft (4.5m). If you pitch incorrectly you will be asked to move. It is recommended that customers with large RV’s, Tourers or Motorhomes phone in advance for availability, due to a limited number of suitable pitches (only Highlands End can accommodate). Gazebos are not normally permitted – please ask if you wish to use a Gazebo for a short time or special occasion during your stay.
Specific pitches cannot be reserved, but, every effort will be made to arrange neighbouring pitches for two families who wish to be together. However, as pitches are selected upon arrival, this cannot be guaranteed.
All of our parks are dog friendly. We make no charge for guide/assistance dogs and they do not count against the limits on dog numbers. We may ask you for reasonable evidence of your dog’s status, such as your Assistance Dogs ID Book. The charge for other dogs in the allocated hire accommodation is given on the price section of the website and on your booking confirmation. There is a maximum of two dogs per booking allowed, dogs are only allowed in designated dog friendly accommodation and dogs are not allowed on the furniture or soft furnishings. In the Lodges, dog beds are provided.
For touring/motorhome/camping bookings, there is a charge for other dogs of between £1 and £4 per dog per night depending on the time of year. Again, there is a maximum of two dogs allowed per booking. Dogs must be kept on leads at all times on the Parks and exercised in the designated areas and must not be left unattended. All dog fouling on the park must be cleared up and bins are provided around the parks for this purpose. No liability can be accepted for damage or injury caused by them. The number of dogs booked cannot be reduced after payment has been made. No other pets are permitted unless agreed at the time of booking. We do not allow any dangerous breeds as per the Dangerous Dog act 1991.
- PARKING AND USE OF VEHICLES
The speed limit is 10mph and is strictly enforced. Traffic movements are restricted after 11.00pm to minimise disturbance on the Parks.
One car may be parked beside touring, camping and glamping units. Guests staying in front row holiday homes and bungalows at Highlands End must park in the nearby car park and all other guests will be shown where to park on arrival. There is an unloading bay between the caravans and bungalows. The Apartments at Highlands End have private parking. At Golden Cap, parking will be explained on arrival but please advise the Reception if you are bringing more than one car. We do not permit the use of any non-road legal motorised vehicles e.g. mini scooters, quad bikes etc. All vehicles on the Parks must be taxed, insured and have passed MOT regulations and it must be noted that all motoring laws which apply to the highway also apply on the park.
- HIRE OF EQUIPMENT
Cots and Highchairs may be hired subject to availability (see price list on website) , please note your requirements at the time of booking. Cot bedding is not supplied.
- LAUNDERETTE FACILITIES
Launderette facilities are available including washing machines, tumble dryers, deep sinks and ironing boards. The machines, where available are coin operated. Washing Machine/Tumble Dryer provided for apartments and lodges.
The hirer is held responsible for the contents of the Holiday Home whilst in their possession. If you leave the Holiday Home in a messy or untidy state, you will be charged for extra cleaning at an hourly rate of £22.00. All damages or losses are chargeable and should be reported to reception before departure or you will be sent an invoice. Keys – we only supply one key per unit of accommodation. There is a £10 charge for lost keys. Lost property – Please call reception as soon as possible as any lost property will be disposed of after one month.
Wi-Fi is chargeable unless you are staying in a Lodge or an Apartment. Our Wi-Fi is very restricted due to our rural location and is not for streaming as the service may not be the same as you are used to at your home; particularly if you live in an urban location. Please ensure you check you can log on to the system before purchasing a code from reception as this service is only refundable for any full day on which the park’s Wi-Fi service is not accessible by any users on the park.
- PARK FACILITIES
Anyone who appears to be under 25 will be asked to provide photographic identification in our Retail outlets if necessary. We only accept the following forms of ID: Passport or a Photo Driving Licence.
All facilities are open from 1 March until the 30 November but may be restricted during low season.
From 1 December to 28 February only limited facilities may be available. Guests are welcome to use the facilities at our other parks, there are admission fees to use the leisure club facilities at Highlands End Holiday Park and the Pool Rules are displayed in the Reception.
Children under 15 must be supervised by an adult swimmer but please note there is no spectator area and 1 adult can supervise up to 3 children. Parental/Guardian Forms are available at the Leisure Club Reception to confirm you allow 15-18 years olds to swim unattended.
Times are restricted for children during specified periods which vary according to the season.
All leisure facilities across the parks incur an additional charge except for lodge and apartment bookings for which this is included complimentary. Please contact reception for further details.
Rooms within Martin’s Bar and Restaurant at Highlands End Holiday Park are sometimes reserved for private functions. The Management reserve the right to suspend or change the opening times and entertainment without prior notice. The play equipment is for children of 12 years and under and may be closed between 9.00pm and 9.00am for the comfort of all customers.
- FIRE & BBQ’s
There are strictly no fire pits or open fires on any of our parks. BBQs must be raised off the ground and bricks are available by the recycling bays for this purpose.
- CUSTOMER ACCESS
If you require assistance, please do not hesitate to contact a member of staff at any time. For your benefit, we have customer assistance packs at all Park Receptions as well as in Martin’s Bar & Restaurant and Highlands End Leisure Club. These contain useful items to assist you, such as large print menus, pen & paper and magnifying glasses. Access statements are also available, please contact us for a copy. Some parks accommodation may be more suitable for those with disabilities please ask.
- SMOKING POLICY
It is illegal to smoke or use e-cigarettes inside enclosed public buildings. Customers MUST also refrain from smoking or using e-cigarettes in the hire accommodation and glamping units.
- SAFETY ON HOLIDAY
When you arrive, please ensure you read the safety advice about the West Dorset Coastline. Also, please note that for your security CCTV is operated on the parks at key locations and buildings.
The use of Drones on our Parks is not permitted in accordance with the Drone Code issued by the Civil Aviation Authority. Drones must not be taken off or landed on land owned by West Dorset Leisure Holidays and must not be flown within 50 metres of people, vehicles or buildings.
- PRICES AND OFFERS
With the constant improvements on the Parks, the brochures, other printed material, the websites and photographs may become out of date or inaccurate. They are provided for general marketing and information purposes only and cannot be relied upon by any person as being complete or accurate. All prices are correct at the time of publication. However, we reserve the right to alter or amend our published prices so long as you are notified before booking. Our published tariffs include VAT at the applicable rate. We reserve the right to amend our prices to reflect any change in the rate or VAT or if any new taxes, levies or duties are imposed on your holiday. Special offers are subject to availability and can be withdrawn without prior notice. Only one offer can be used on a booking and must be applied at the time of booking and cannot be added retrospectively.
- SITE LICENCE
You must observe the conditions of the Site Licence, a copy of which is available in every Park Reception.
- a) Neither WDLH nor any employee servant or agent shall be liable for any loss of, or loss or damage to any property including tents, awnings motor vehicles and motor cycles or the like or any death, injury, loss or other damage, directly or indirectly sustained by or occasioned to any person unless caused by our negligence.
If you commit a material breach of these Terms & Conditions which is not capable of remedy then we may cancel your booking on such notice, if any, as is reasonable. A material breach of the quiet enjoyment or comfort of other people staying on the Parks is one example of such a case. If you commit any other breach of these Terms & Conditions which is capable of remedy then we may give you a written notice to remedy the breach within such time as is reasonable in the circumstances. If you fail to so do we may then cancel your booking on such notice, if any, as is reasonable.
“WDLH” is short for West Dorset Leisure Holidays, the trading name for West Dorset Leisure Holidays Limited, Highlands End Farm Caravan Park Ltd, Graston Copse Holiday Park Ltd, Sandyholme Holiday Park Ltd and any associated companies.