Terms and Conditions

DEFINITIONS

The “Guest” (defined as the person who has rented the holiday accommodation) also known as the “Lead guest”.  The “park” is defined as Fairwood Lakes Holiday Park Ltd.

OVERVIEW

Guests understand that access to the park cannot be granted unless the agreed price is paid in full prior to the visit start date. Guests fully acknowledge and agree to the terms below:

Please be aware that any guest or visitor to Fairwood Lakes who is deemed as breaching any of our Terms and Conditions or being disrespectful to other onsite, will be asked to leave. We can refuse the right to entry and service at Fairwood Lakes if deemed appropriate by management.

RESPONSIBILITIES OF LEAD GUEST

The lead guest is responsible for providing all other guests with copies of documents provided by Fairwood Lakes Holiday Park Ltd, such as the Booking Confirmation etc. The Lead Guest is also responsible for ensuring that all members of the group are fully aware of the terms and conditions stated within this document. The lead guest must also provide a valid form of Identification on check-in otherwise entry will be refused to the site. Valid forms of identification that are accepted include Identiy Card, Drivers Licence or Passports.

In all adverts we give an honest description of our properties, it is the responsibility of the Lead Guest to ensure they have a good understanding of all information provided and check that bed configurations and all other aspects of the accommodation suit the needs of the group.

A booking is confirmed only when your booking is accepted by us.

We reserve the right to refuse any booking without explanation.

BOOKING PROCESS/PAYMENTS

LODGE ACCOMMODATION: A non-refundable deposit of 30% of the holiday accommodation cost is required to secure your booking. If the start date of your proposed holiday is less than 90 days from the date of booking, then full payment is required at the time of booking.

You must pay the balance of the cost of your holiday to us not less than 90 days before the commencement date of the holiday. An invoice will be sent as a reminder. If you do not pay any outstanding balance by the due date we may treat you as having cancelled your booking.

For the avoidance of doubt payment will only have been made under this contract when the monies have cleared into our bank account. You must allow for any reasonable delays in cheque clearance.

CANCELLATION BY GUEST

All payments are non-refundable (including deposit payments).  We strongly advise all guests to arrange their own holiday cancellation insurance.

CANCELLATION BY US

In exceptional circumstances beyond our control (e.g. damage, maintenance, extreme cold weather conditions such as those experience in winter of 2018 etc), we may have to cancel? your booking. If we do so choose and is not by advisement of government or other authorities we will tell you as soon as possible prior to your holiday date and you will be offered alternative holiday dates with us at the advertised price but you will have no further claim against us.

Should the need arise we reserve the right to change your accommodation during your stay, this would only be in exceptional circumstances and would be to a similar or higher standard of accommodation.

FORCE MAJEURE 

The park is not liable for failure to perform their obligations if such failure is as a result of Acts of God (including fire, flood, earthquake, storm, hurricane, pandemic, epidemic or other natural disaster), war, invasion, act of foreign enemies, hostilities (regardless of whether war is declared), civil war, rebellion, revolution, insurrection, military or usurped power or confiscation, terrorist activities, nationalisation, government sanction, blockage, embargo, labour dispute, strike, lockout or interruption or failure of electricity, internet or telephone service. In this situation no monies will be refunded to the Guest.

TRAVEL INSURANCE

We advise that ALL GUESTS have their own travel insurance.

PRICES/PAYMENT

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 of VAT or if any new taxes, levies or duties are imposed on your holiday.

SPECIAL OFFERS AND DISCOUNTS

Discounts and special offers may be offered in conjunction with our brochure prices. All discounts and special offers are subject to availability and may be withdrawn without prior notice. Only one discount or special offer may be added per booking. Discounts and special offers will only be applied if mentioned by you during the booking process and cannot be applied retrospectively.

SPECIAL REQUESTS

Please note that we will do our best to meet any reasonable special requests, however we are unable to guarantee any requests. Please note special requests do not form part of the booking contract and are not a condition of booking.

We will try to accommodate any requests for particular lodges but we are unable to make any guarantees on this matter.

PARK MEMBERSHIP/VISITORS

Our play facilities are open to members of the public who either hold an annual membership for their children or pay for a day visitor pass per child. The price of your holiday includes temporary membership for all children in your group, valid for the duration of your stay.  Membership entitles children (and accompanying adults) to attend any special members clubs/events held during their stay, subject to a) the child falling within the age group the event is aimed at 2) payment of any additional charges (if applicable) 3) availability of space/s.

Any day visitors must sign in at Reception and purchase day passes for the children in their party should they wish to use park play facilities. Day visitors must leave the park by 8pm. No visitors are permitted to stay overnight. Only the guests named at the time of booking are permitted on site overnight (8PM-8AM).

AVAILABILITY OF FACILITIES

The park is sometimes used for private functions. On such occasions we reserve the right to restrict access to some areas of the park or amend opening times of the café and other facilities accordingly.

GUESTS WITH MOBILITY DIFFICULTIES

If your party includes someone with mobility difficulties please let us know prior to booking and we’ll be pleased to offer further advice.

EMERGENCIES

Information on dealing with emergencies can be found in each lodge. Any emergency contact numbers for site staff are to be used only in the event of emergency and not for routine enquiries.

DOGS

Our park welcomes well-trained dogs however we ask that Owners adhere to the following site rules:

• • Dogs are not permitted in any of our lodges EXCEPT in Barnacle which is our only dog friendly Lodge.
  • Certain areas of the park are dog-free and signs are clearly displayed to this effect. These areas include the café, main arena and all play areas.
  • We accept dogs on designated touring pitches subject to the following terms a) we must be notified at the time of booking b) applicable charges must have been paid in advance of arrival c) a maximum of 2 dogs allowed per pitch.
  • Under no circumstances will we allow any dog (except guide dogs or a specially trained assistance dog) to be taken into the café building.
  • If a member of your group needs to bring a guide dog or specially trained assistance dog please notify us at the time of booking.
  • Dogs must be kept under control, on a lead and accompanied by a responsible adult at all times.
  • Some breeds of dog including those listed in the Dangerous Dogs Act 1991 are not allowed. Please provide us with the details of the breed of your dog when you book.
  • Dogs are not permitted in any play areas.
  • Owners must pick up after their dogs immediately and with no exceptions.
  • Management reserve the right to ask any dog Owner who is not adhering to the above rules to leave the park.

ARRIVAL/DEPARTURE TIMES & LATE ARRIVALS

Checking in times: These vary by type of accommodation, please refer to your booking confirmation. As a general rule our luxury lodges for check in are available from 4pm on day of arrival.

LATE ARRIVALS ARE PERMITTED UP UNTIL 9PM BY ARRANGEMENT WITH OUR WARDENS ON 07876 030595. THE PARK CLOSES STRICTLY AT 9PM. A £25 FEE CAN BE PAID TO ARRIVE AFTER THIS TIME. THIS FEE RISES TO £50 AFTER 11PM. WE RESERVE THE RIGHT TO REFUSE ANY ENTRY AFTER 9PM IF WE CANNOT ARRANGE A LATE MEET AND GREET.

Departure times: On the day of departure luxury lodges must be vacated by 10am.

YOUR GROUP

All guests must be declared by name at the time of booking.  Following confirmation of booking any required changes to the group must be requested by email in advance of your stay and confirmed by our management team.

We have a strict policy on the maximum number of guests we allow. The maximum number of guests permitted to occupy any of our lodges is strictly limited to the number of berths provided and this includes babies and children.

The maximum stay is 28 consecutive days.

We will not accept your booking if your group does not include a person over 18, nor will we accept bookings from single sex parties of three or more persons, except by prior arrangement. We may require you to show proof of age on arrival at the park.

If you do not comply with these conditions we have the right to cancel your booking or require you to leave the park and you will not be entitled to any refund of monies paid for your holiday.

We retain the right to refuse any booking if we consider it necessary to do so in order to preserve the comfort and enjoyment of our other guests.

BEHAVIOUR/NOISE

You must comply with decent standards of behavior during your stay and must show consideration for all other persons on the park. If your behavior is unsatisfactory or your group are making excessive noise, then we may elect to terminate this agreement and require you to leave the park immediately.

In these circumstances we will treat your booking as having been cancelled by you from the moment of termination and no refund will be due to you.

If you or any person for whom you are responsible causes damage to any property on the park or causes us loss you must pay such sum as is necessary to make good the damage or loss including any sums we may expend in compensating other people.

We ask that all guests are mindful of the comfort of other guests. No loud music or loud noise will be tolerated. All guests are asked to pay particular care to noise levels from 9pm onwards.

VEHICLES

All guests and visitors must comply with the park speed limit of 5mph.

You must not bring a van, commercial vehicle, boat or trailer on to the park, unless you have first obtained permission to do so.   We retain the right to refuse permission without giving any reason.

You are entitled to park one vehicle only in an area designated by us for the duration of your stay. Additional cars must be included in the booking and must be parked in the main car park.

ACCOMMODATION

Towels and bed linen are included in the price of your stay. Beds will be made up on arrival.

Accommodation must be left in a clean and tidy condition. You will be responsible for all damage done or loss sustained during your stay, please refer to the information relating to payment for damage/missing items in the section below. We reserve the right to enter your accommodation at any time for any reasonable purpose. If we need to do so we will give you as much notice as possible, except in an emergency.

CLEANING & PROVISIONS

All accommodation is prepared prior to your stay. There is a change of linens once a week for multiple week bookings. The rental agreement is strictly SELF-CATERING and the property must be left in a fair and reasonable condition upon exit. Guests must provide ALL provisions required for their stay. Any accomodation left in a state which requires extra cleaning over and above our reasonable cleaning time. may result in extra charges.

WELCOME PACKAGES

Various welcome packages are available to book in advance of your stay. Please refer to your Booking Confirmation for details. Any provisions supplied, either standard welcome packages or otherwise, are to be paid for in full in at the time of booking.

SMOKING POLICY

It is now illegal to smoke inside enclosed public buildings. Smoking is also forbidden in all of our holiday accommodation. E-cigarettes are not permitted in enclosed public areas or accommodation either.

CHILDREN

You are responsible for the welfare, safety and behavior of any members of your party who are under the age of 18 years whilst they are on the park.

HOT TUBS
All our hot tubs are changed over for each new guest and are tested twice daily by the staff. ON YOUR FIRST NIGHT OF ARRIVAL AND IF THE TUB HAS BEEN CHANGED IN THE MORNING THE TUB MAY NOT BE FULLY UP TO TEMPERATURE WHICH IS 38.5 DEGREES.
PLEASE DO NOT PUT ANY BATH SALTS OR BUBBLES INTO THE TUBS. PLEASE FOLLOW THE INSTRUCTIONS FULLY. ANY MISUSE OF THE TUBS MAY LEAD TO AN EXTRA CHARGE.

BARBECUES/CARE OF ENVIRONMENT

Open fires and ground level barbecues are not permitted. Bricks for barbecues to prevent grass damage are available for you to borrow.

The use of generators is not permitted on site.

Cutting or damaging trees and other vegetation is strictly prohibited and the natural conditions are not to be disturbed. This includes tying ropes to, or driving nails into trees.

INCLEMENT WEATHER

You will not be entitled to any refund as a result of inclement weather conditions.

PARK SETTING

Our park is in a countryside location and as a result we try to preserve the rural character. Therefore in areas the park may have uneven ground and limited lighting. We also have large lakes on site. It is imperative that children are properly supervised at all times. Children and dogs remain the responsibility of the lead guest at all times.

Due to our rural location we have many species of wildlife present and we ask that you respect all wildlife (in particular birds in nesting seasons).

FISHING

A fishing permit must be purchased if you wish to fish the lakes. Please visit Reception to purchase your permit and obtain a copy of our fishing guidelines leaflet.

Where fishing has been included in the price of your stay the agreed number of permits will be issued on arrival, along with a copy of our fishing guidelines leaflet.

Any Angler over the age of 12 years is required by law to hold a valid rod license. This is the responsibility of the Angler.

Under 18s must be accompanied by a responsible adult when fishing our lakes.

No bathing or paddling is allowed in the lakes.

We reserve the right to ask any Angler to leave our lakes if, in our opinion, they are not adhering to our fishing rules as set out in our fishing guidelines leaflet.

LIABILITY

We shall not be responsible for any loss that you may suffer as a result of any act or omission by any person who is not employed by us. We do not accept responsibility if you suffer illness, injury or death on holiday unless it is due to the negligence of our employees.

We accept no responsibility whatsoever for your personal belongings whilst they are on the park.

OUR SERVICE TO YOU

We do all that we can to ensure you have an enjoyable stay. However, occasionally problems occur, if they do please report to the park reception immediately.

If any reported matter is not resolved during your stay, the person who is the lead guest on the booking must notify in writing within 7 days after the end of your holiday. We are only able to take action on any complaints that have been bought to the reception or duty manager’s attention during your stay so we have the opportunity to solve the problems experienced fairly and effectively.

MARKETING ACCURACY

Whilst all care is taken to ensure the details in our brochure and on our website are correct at the time of publication, we reserve the right to make changes to, suspend or withdraw any advertised facility, amenity or service.

The photography used in marketing material including on our website is intended for guidance only. Any off park attractions mentioned in our marketing are subject to the operator’s relevant opening times, restrictions and prices. If you are planning to visit an attraction mentioned in any of our marketing material please visit their website to check seasonal opening times prior to your trip.

MISCELLANEOUS

This agreement is personal to the parties named in the booking and cannot be transferred.

If you or any member of your party breaches their obligations under this agreement we may take action against all or any of you. Should any part of this agreement be void then it shall be disregarded and the remainder will continue in full force and effect.
This agreement shall be subject to English law and to the non-exclusive jurisdiction of the English Courts.

HOW TO CONTACT US

If you need to contact us please call 01373-826792, email bookings@fairwoodlakes.com  or write to Fairwood Lakes Holiday Park Ltd, Fairwood Road, Dilton Marsh, Wiltshire BA13 4EL.

PUTTING IT RIGHT

We want everyone who stays at Fairwood Lakes to enjoy a fantastic stay. But we know that every now and then things don’t go entirely to plan. We are fully committed to getting your holiday back on track quickly.  In the unlikely event that you are not happy with any aspect of your holiday, please tell us so we can do something about it:

If Reception is open please call in and speak to a member of staff.

If Reception is closed and your needs are urgent please call our out of hours number.

If Reception is closed but the issue is not urgent please visit as soon as Reception re-opens.

If Reception are unable to resolve your problem please ask for our Park Manager.