• Telephone: 01233 629950
  • Email: info@venueholidays.co.uk

Booking Conditions

Please read the following conditions carefully as they form the basis of your contract with Venue Holidays and the company providing any transport arrangements booked through Venue Holidays. Our booking conditions are publicised on our website and in our brochure. By making a booking by telephone, e-mail or online it is understood by Venue Holidays that you have read and accepted these booking conditions and other important information outlined in our brochure or on our website. The contract will be governed by English law. On this page the words “you” and “your” refer to you (the party leader) and any members of your party. The words “we”, “our” and “us” refer to Venue Holidays. 
Venue Holidays is the trading name of Venue Holidays Ltd (company registration number 2201903). 

YOUR BOOKING


BROCHURE AND WEBSITE INFORMATION

Venue Holidays has made every effort to ensure that the contents of our brochure are correct at the time of going to print. Our website information will be up-dated as soon as changes are notified to us. However, we do not accept liability at any time for any changes, omissions or errors in our brochure or on our website.

PAYMENTS

At the time of booking you must pay a deposit of 25% of the holiday cost. You will then be sent a booking confirmation. Once you have paid a deposit, a contract will exist between you and Venue Holidays. Please check carefully all documentation that we send you and contact us immediately if you have any questions. 
Venue Holidays must receive the balance of the holiday costs no later than 8 weeks before your departure. If full payment is not received by this time Venue Holidays reserves the right to cancel the holiday. In this case the normal cancellation charges will apply. Bookings made less than 8 weeks before departure must be paid for in full at the time of booking. For last-minute bookings we may insist on payment by debit or credit card.
Nearer your departure we will send you a Holiday Voucher including a Holiday Guide for your campsite(s), or you can download this information using your online account. The party leader (who must be at least 21 years old at the time of booking) is responsible for making all payments on behalf of the other party members. 
We accept payment by debit card, UK cheque or bank transfer. Venue Holidays does not charge for payment by debit card, UK cheque (payable to Venue Holidays Ltd) or bank transfer. We also accept credit card payments by Visa or MasterCard. A 2% charge applies to all credit card payments.

CANCELLATION

If you wish to cancel your booking you must notify Venue Holidays as soon as possible. We may ask you to confirm the cancellation in writing. On the date that the cancellation request is received the following cancellation charges apply, expressed as a percentage of the total holiday cost:

Over 56 days prior to departure 25% 
29 - 56 days 50%
15 - 28 days 70%
7 - 14 days 90%
Later than 7 days before departure 100%

We recommend that you take out adequate travel insurance, which includes cancellation cover. 

CHANGES MADE BY YOU

After confirmation, if any of the details on the booking require amending, please contact us as soon as possible. We will endeavour to accommodate the request but cannot guarantee that we will be able to make the amendment. A £20 amendment fee applies to any changes notified to us. You will also be charged amendment fees and/or increased costs levied by third parties for services booked on your behalf. You will also be charged for any increased costs arising from the changes that you make to your accommodation booking with Venue Holidays e.g. accommodation/campsite upgrade. If you reduce the number of nights on the original booking, or accept a lower grade of accommodation/campsite you will still be liable to pay for the entire holiday as originally booked. If you move the start date of your holiday by more than 7 days we will treat the original booking as cancelled, and the standard cancellation charges will apply. It is not possible to change your holiday dates within 28 days of departure. If we cannot make your requested change and you do not wish to continue with your holiday then your booking will be deemed cancelled and the standard cancellation charge will apply. 
We reserve the right to refuse any changes to your booking. 

YOUR PARTY AND RESPONSIBILITIES

In respect of the accommodation our standard package includes 1 car, 2 adults and up to 4 children (under 21 years) and outside of July/August also 4 adults and up to 2 children (under 21 years). Outside of these standard packages an extra person charge of £8 per person per night will apply plus any additional Channel crossing charges. Some cross Channel operators have a different standard package (see our website). Not all campsites allow more than 6 persons per pitch, irrespective of the size of the accommodation. On each campsite page, we indicate the maximum number of people allowed per accommodation type on that campsite. 
Any person under the age of 18 not travelling with both parents or legal guardians must have the written consent of the person(s) with parental responsibility (i.e. parents/legal guardians). Go to www.gov.uk/permission-take-child-abroad for the latest information.
All units of accommodation must be occupied by a legally responsible adult at all times. Our campsites are not suitable for groups of young people (even if they are over the age of 18) and we will not accept bookings of this kind. If you are in any doubt about this please inform us about the composition of your party at the time of booking or risk being refused entry to the campsite. Only guests notified to Venue Holidays will be admitted onto the campsite. If a member of your party has an infectious or contagious disease you may be asked to leave the campsite. In these circumstances, no refund will be issued. You are responsible for the general behaviour and safety of every minor in your party and in particular where there is the potential for danger e.g. in swimming pools, open water, roads, campsite entertainments and licensed bars, where parental supervision is required. We are not responsible for loss of enjoyment or disruption to your holiday as a result of failure to disclose information at the time of booking. We reserve the right to refuse any booking or amendment to a booking for any reason. Some campsites and/or accommodations may not be suitable for customers with restricted mobility. If you are in any doubt, please discuss this at the time of booking.

CHANGES MADE BY US

In the unlikely event of unforeseen circumstances causing Venue Holidays to amend the details on the booking, we will inform you as soon as possible. If this results in a significant change to your holiday (i.e. change of campsite, accommodation or dates) you will be offered a suitable alternative if available or, if this is not acceptable, a full refund. In this case Venue Holidays will only refund accommodation costs or travel services that are booked and paid for by Venue Holidays. 

OUR RESPONSIBILITIES 

We accept liability for those parts of the holiday arrangements, which are under our direct control except where any damage, loss of enjoyment or expense caused to you is from circumstances of “force majeure”, your actions or any third party not under the control of Venue Holidays. We do not accept liability for any event beyond the control of Venue Holidays such as war, riots, strikes, adverse weather and other Acts of God or similar events. 


GENERAL INFORMATION


PRICES 

Prices in our brochure and on our website were calculated at a rate of £1 = €1.18 as of 15/11/2016. We reserve the right to increase or decrease the price of unsold holidays at any time. We guarantee there will be no surcharges once the booking has been confirmed. 
If a holiday has been incorrectly priced on our booking system and where this pricing error should be obvious to you, we reserve the right to refuse or cancel the booking contract. You will be given the option to take the holiday at the correct price or to cancel the holiday, with a full refund of all payments made to Venue Holidays.  

DATA PROTECTION

In order to provide you with our services it is necessary to collect certain information about you and your party. These details can include the names and dates of birth of party members, a telephone number, a postal and e-mail address, your vehicle details, your debit or credit card details, specific health issues and any other information required to finalise your holiday booking. Strict measures are in place to protect your personal data. 
We will use your personal data for:
The processing of payments, which may include providing details at the request of credit reference agencies to perform identification and combat fraud.
In order to make any holiday or travel arrangements that you have requested with third party suppliers like campsites and cross Channel operators. Some of these suppliers may operate outside the EEA.
For our own marketing purposes to provide you with information about our products, offers and services.
To create and publish customer reviews and satisfaction ratings via an external data processor.
We may also have a legal responsibility to disclose your personal data to government bodies such as the immigration service, when requested.
Under the provision of the 1998 Data Protection Act you have the right to receive a copy of the information we hold about you. You have the right to change that information. We may charge an administration fee for such services. Please inform us in writing if you wish to remove your details from our database.


TRAVEL SERVICES 

Where you require a travel service, Venue Holidays acts as the agent of the relevant supplier of these services and a contract exists between you and the transport supplier. No liability can be accepted for any of the travel services in our brochure or website or any other aspects of the holiday where liability is governed by international convention and where liability may be limited or excluded. 
Travel information is prepared ahead of the start of the season and should be used for guidance only. No liability will be accepted for any delays and/or rescheduling of timetables by the suppliers. The suppliers’ own terms and conditions of carriage apply to all their customers and it is your responsibility to adhere to these. It is your responsibility to pay for any costs incurred by you, which are not included in the holiday price; and for any loss or damage caused by you on-board cross Channel carriers. Please read the brochure or website carefully for information on what is included in each price. Cross Channel operators have a number of policies in place for people travelling who are pregnant and/or disabled. Please inform us at the time of booking.

HEALTH AND TRAVEL DOCUMENTS 

It is your responsibility to be in possession of all required travel and/or health documents and to ensure that you and your party have adequate personal travel and vehicle insurance for your holiday.
There are no visa restrictions for British citizens to visit any of the countries featured in our brochure and on our website. 
All British citizens (including children) require a full valid passport. If your passport is due for renewal apply as early as possible, especially with busy holiday periods approaching.
Non-British citizens must check their visa requirements with the embassy of the country to be visited. 
Up-to-date health requirements can be obtained from the Department of Health. 
Travellers are advised to carry a valid European Health Insurance Card (EHIC) which provides reciprocal healthcare within the EU. The EHIC is free of charge and must be renewed every 5 years and is available online at www.ehic.org.uk. The EHIC is not an alternative to travel insurance as it does not cover private medical healthcare or other costs, please check before you undertake treatment. We recommend that you travel with both an EHIC and a valid private travel insurance policy. Up-to-date travel information is provided by the Foreign & Commonwealth Office at www.gov.uk/knowbeforeyougo 

COMPLAINTS PROCEDURE

Should a problem occur during your holiday please notify our Campsite Representative immediately. Your holiday enjoyment is our main concern and in most cases our Campsite Representative or Area Manager will be able to resolve any issues. If the problem is not resolved, please ask the Campsite Representative or Area Manager to contact our Head Office for guidance. On your return home, if you wish to register a complaint with Venue Holidays, please do so in writing within 28 days of leaving the campsite, so we can fully investigate the issues raised. Please send your complaint to info@venueholidays.co.uk or write to Customer Services Department, Venue Holidays, 1 Norwood Street, Ashford, Kent, TN23 1QU, United Kingdom.
Our ability to deal properly with your complaint will be limited unless you follow the above procedures.
Venue Holidays aims to resolve all complaints directly with the customer. However, if we cannot agree you may call upon the low-cost AITO Independent Dispute Settlement Service (details on request). Claims are limited to up to £2,500 per person and £10,000 per booking. The settlement service cannot be used where the claim is solely or mainly in respect of physical injury or illness or the consequences thereof. 

LOST PROPERTY 

If you would like to report an item as lost, you must contact our Head Office within 7 days after leaving the campsite. You will be asked for your booking reference number, a full description of the property and where it was last seen. We will check with our Campsite Representative if the lost property has been found. 
If found, our Campsite Representative will obtain an estimate for the various postage options. If you wish to add postal insurance, it is your responsibility to inform us immediately. There is a handling charge of £20 for the return of lost property plus the full cost of postage, all payable to Head Office before the item is dispatched. Once payment has been received, we will advise our Campsite Representative to dispatch the item. 
Venue Holidays is not responsible at any time for loss of your personal belongings. You should inform your travel insurance provider as soon as you realise that you have lost any property, as you may need to make a claim if the items cannot be found or are lost in transit. 
Items left on the campsite and not claimed within 7 days will be destroyed.

CAMPSITES

GENERAL FACILITIES

Venue Holidays does not own the campsites featured in our brochure or on our website and thus has no control over how they are run. While great care has been taken to ensure accuracy, campsites may change or withdraw facilities, opening dates/times and regulations at their own discretion at any time. 
Some facilities described by us may not be open or fully operational outside of the peak season and this is reflected in the lower prices for these periods. On the campsite pages LS = Low Season and HS = High Season. In general high season is July and August but this may vary. Please check at the time of booking if there is an activity or facility which is key to your holiday enjoyment.  
Some facilities on the campsites in Italy may be closed during the daily siesta period normally between 13:00 and 15:00 hours. 
Campsites charge for certain sports and services and it is your responsibility to pay for any costs incurred by you. 
Venue Holidays only agrees to settle extra charges on your behalf that are notified and paid to us prior to departure.

SWIMMING POOLS

The use of the main swimming pool facilities is included in the price. Swimming pools on the campsites are open for the duration of the season unless otherwise specified on the campsite pages. However, campsites may decide not to open the swimming pools if demand is not sufficient or in adverse weather conditions. 
On Camping Ca’ Savio the swimming pools are closed one day a week until 15:00 hours for cleaning and maintenance purposes. 
Pool regulations vary and some campsites insist that you wear swimming hats. Some campsites only allow conventional swimming trunks and ban longer legged swimwear e.g. swim shorts. Age or height restrictions may apply within some pool complexes. Campsites also require parental supervision in and around the swimming pool facilities. 

REGULATIONS

You must be aware of and obey the rules and regulations of the campsite. You are also expected to show consideration to other customers. If you act in a manner that causes danger or annoyance to other people at the campsite we, or the campsite management, reserve the right to ask your entire party to leave the campsite. In these circumstances Venue Holidays will not issue refunds.
Most campsites ask for night time silence normally between 22:00 and 07:00 hours and in Italy during the siesta period normally between 13:00 and 15:00 hours. 
Some campsites issue barrier cards for vehicle access and/or personal identity wristbands. You may be charged a cash deposit for these, which may not be refunded if you lose them. Personal identity wristbands must be worn at all times.

TOURIST TAX

Tourist tax is payable at most campsites and this will be collected in one of two ways. It may be added to your invoice and then paid on your behalf by Venue Holidays to the campsite. Alternatively, you will have to pay it immediately on arrival at the campsite. Please see campsite pages for details of which payment method applies to the campsite booked by you. If you are paying the tourist tax to the campsite, please ensure that you have the payment ready on arrival. Tourist tax rates quoted in our brochure and on our website are subject to change at any time.

LINEN SERVICE

Bed linen, cot linen, beach towel and bath mat packs must be booked at least 3 weeks before departure. 

BABY PACKS

Baby packs must be reserved in advance of departure. Travel cots may not always fit in the adults’ bedrooms, and in these circumstances need to be placed in the living area.  

EXTRA CARS 

A second car is allowed on certain campsites only, but the campsite management would normally levy a supplementary charge. It is your responsibility to pay this to the campsite. On some campsites extra cars must be parked in the car park. You must notify us at the time of booking if you are taking an extra car.

MINI-TENTS 

On selected campsites, it may be possible to put up your own mini-tent on your pitch. Sometimes the campsite management will charge you extra for this. You must keep your mini-tent and all belongings within the boundaries of your pitch. You must notify us at the time of booking if you are taking a mini-tent. Venue Holidays does not supply mini-tents.

PETS 

Pets are allowed in tent accommodations only, on certain campsites (see campsite pages), and Venue Holidays charges £20 damage insurance per pet per holiday. Campsites and cross Channel operators may also charge a fee. Restrictions may be imposed on your pet. Some campsites may not allow more than one pet per tent. You must notify us at the time of booking if you are taking a pet or risk being refused admission to the campsite and the accommodation. 

ARRIVAL AND DEPARTURE 

This is a self-drive holiday and it is your responsibility to plan your route and ensure that your car is roadworthy and adequately insured for use outside the UK. No refunds will be issued for unused accommodation should your vehicle break down or in the event that you experience travel delays of any kind. 
Arrival at the campsite is between 16:00 and 19:00 hours and Venue Holidays is not responsible for any disappointment, loss of nights or extra accommodation costs should you arrive outside of these hours. If you arrive before 16:00 hours, please contact our Campsite Representative on arrival. However we cannot guarantee that the accommodation will be ready until 16:00 hours. Although we make every effort, we cannot guarantee that our Campsite Representative will be available after 19:00 hours. Please advise us at the time of booking if you are planning to arrive late.
Customers booking flights must inform us of their arrival times. 
Please note that campsites close their entrance gates to cars from about 22:00 hours, so if you arrive later than this you will have to park outside. Some campsites in Italy also close their gates during the siesta period, which is normally between 13:00 and 15:00 hours.
If you fail to arrive on the day specified on your Holiday Voucher you should inform us of your new arrival time by midday of the following day. If you fail to do so we reserve the right to treat the booking as cancelled. 
On the day of departure you should vacate the accommodation by 10:00 hours as stated on your Holiday Voucher. It is your responsibility to leave the accommodation and equipment in a clean and satisfactory condition, so you must carry out the following before 10:00 hours on the day of departure:
- All crockery, cutlery and kitchen utensils washed up and correctly stored.
- All tables and outside furniture cleaned and tidily arranged.
- All rubbish bins and buckets empty and clean.
- Barbecues clean and charcoal removed.
- Toilets, showers and sinks cleaned in the mobile homes.
- Hired sheets left on beds and hired towels left on the clothes drier.
- Clean all surfaces and sweep the floor.
You should arrange for your Campsite Representative to inspect your accommodation before 10:00 hours on your day of departure. We reserve the right to charge you £50 for final cleaning if your accommodation is not left in a satisfactory condition. We reserve the right to access the accommodation from 10:00 hours on the day of departure in order to prepare for the next guests. 

YOUR ACCOMMODATION

When you make a booking you agree to accept the accommodation allocated to you by our Campsite Representatives, irrespective of any special requests notified to Venue Holidays at the time of booking. If you are not happy with the condition or cleanliness of the accommodation you should report this to our Campsite Representative as soon as possible after your arrival. It is your responsibility to look after the accommodation and equipment during your holiday. If you have paid the £20 Damage Waiver you will be covered for any accidental damage caused to the accommodation or equipment. However you will be liable for all non-accidental damage that you or your party cause to the accommodation or equipment. If you have not paid the Damage Waiver your £200 damage deposit will be returned after inspection of your accommodation on the day of departure. It is your responsibility to safeguard your belongings at all times whilst on the campsite. All items and belongings owned, borrowed or hired by you must be kept within the boundaries of the pitch on which the allocated accommodation is placed. 
All our accommodations are non-smoking.
Electric heaters and, where applicable, air conditioning units should be operated in an environmentally correct and responsible manner. When in use, close all windows and doors. Switch off electric heaters or air conditioning units when you are not in your mobile home. 
At Camping Ca’ Savio the cost of the electricity to run the air conditioning units is not included in the holiday cost. Please see campsite page for details.
Full details of accommodations can be viewed on pages 4, 5, 6 and 7 of our brochure or on our website.

SPECIAL REQUESTS

If you have a special request regarding any aspect of your holiday please inform us at the time of booking. We will forward this information to our Campsite Representatives, who will do their best to accommodate your request(s). We regret that we cannot guarantee special requests, regardless of how far in advance a booking is made. 

CAMPSITE REPRESENTATIVES 

We employ our own representatives on each of the campsites featured in our brochure and on our website. 
Our Campsite Representatives are employed to ensure the cleanliness and good maintenance of the accommodation prior to your arrival, to welcome you on arrival and to address any queries during your holiday.
If you are not happy with the standard of preparation of your accommodation, please inform our Campsite Representative immediately on arrival. We will undertake a re-clean of your accommodation right away. 
Please leave your accommodation clean and tidy on departure.
Our Campsite Representatives are not allowed to engage in any other commercial or non-commercial arrangements with you. Venue Holidays does not accept liability for any damage, injury, loss of enjoyment or expense incurred by you as a result of such arrangements.

Registered Address: Venue Holidays Ltd. Stourside Place, Station Road, Ashford, Kent TN23 1PP.