The following terms and conditions, along with the booking confirmation/invoice, represent the contract between the customer and Venue Holidays. These booking conditions can also be found on the Venue Holidays website, www.venueholidays.com/UK/terms_and_conditions The contract will be governed by English law and the English courts will have exclusive jurisdiction. On this page the words “you” and “your” refer to you, the customer and any members of your party. The words “we”, “our” and “us” refer to Venue Holidays. By making a booking online, by telephone or e-mail it is understood by Venue Holidays that you have read and accepted these booking conditions and other important information in our brochure or on our website.
Venue Holidays is the trading name of Venue Holidays Ltd (company registration number 2201903). Our trading address is 1 Norwood Street, Ashford, Kent, TN25 5EU, UK. Telephone (01233) 629950 and e-mail firstname.lastname@example.org
Where we supply you with accommodation only, our liability to you is limited to our use of reasonable skill and care in the choice of our suppliers. Where we supply you with accommodation and additional travel services, then under the Package Travel and Linked Travel Arrangements 2018, we are responsible for the proper performance of the package holiday contract. Where we arrange a travel service on your behalf, we act as the agent of the relevant supplier of these services and a contract exists between you and the transport supplier, whose own terms and conditions will apply.
All of the accommodations featured in this brochure are owned by Venue Holidays. These booking conditions only apply to the accommodations featured in this brochure and not to other accommodations belonging to 3rd parties that we may book for our customers from time to time.
INFORMATION AND PRICES
Every effort has been made to ensure that the contents of this brochure are correct at the time of going to print. Our website information will be updated as soon as we are advised of any changes. However, we do not accept liability at any time for any changes, omissions or errors in our brochure or on our website.
We reserve the right to increase or decrease the price of unsold holidays at any time.
If a holiday has been incorrectly priced 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 us. Other than the above, we guarantee there will be no surcharges once bookings have been confirmed.
Our web offers can be withdrawn at any time and restrictions apply. “Free nights” will be the cheapest nights in the holiday package.
MAKING A BOOKING
We offer flexible arrival and departure days, with just one set non-arrival/departure day a week (please see campsite pages). We reserve the right to impose space restrictions and our minimum stay is 3 nights at each campsite.
Please do not make any travel arrangements until we have confirmed your booking.
To check availability and prices or to make a booking please visit our website www.venueholidays.com or contact our office. If you are unable to book your preferred holiday online it is always best to check with our office to find the nearest available alternative. Please see our website for office opening times.
We do not book flights on your behalf, and consequently we accept no liability for loss of enjoyment or expenses incurred due to flight delays or cancellations. Venue Holidays can book a return Channel crossing on your behalf with most of the cross Channel operators. Please see page 37 or contact our reservations team for further details.
A deposit of 25% (10% on bookings made before 1st December for the following year) of the total holiday cost is payable at the time of booking. We accept payment by credit card (Visa or Mastercard), debit card, UK cheque (payable to Venue Holidays Ltd) or bank transfer.
Once you have paid the deposit, a contract exists between you and us. You guarantee that you have the authority to accept, and do accept these bookings conditions and execute the terms of the contract on behalf of all party members. Please check carefully all documentation that we provide and contact us immediately if you have any questions. If you fail to check your documentation on receipt, we will not be responsible for any errors or omissions.
We must receive the balance of the holiday costs no later than 8 weeks before your holiday which is defined as your day of arrival at your first campsite, as stated on your booking confirmation/invoice. Reminders are not sent. If full payment is not received by this time, we reserve the right to cancel the holiday and retain the deposit. Bookings made less than 8 weeks before your holiday must be paid for in full at the time of booking. Last-minute holidays can only be paid for by debit or credit card.
Nearer your holiday you will receive a Holiday Voucher including a Holiday Guide for your campsite(s). Alternatively, this information can be downloaded using your online account.
CANCELLATION BY YOU
If you cannot take your holiday and you wish to transfer it to another family, we will charge you a total administration fee of £75 plus any amendment fees and/or increased costs levied by third parties involved with the contract. This transfer can only take place if the new family is a suitable customer. If you wish to cancel your booking you must notify us 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 (excluding amendment fees and non-refundable ferry deposits, which will be charged in full):
Over 56 days prior to holiday Loss of deposit
29 - 56 days 50%
15 - 28 days 70%
7 - 14 days 90%
Later than 7 days before holiday 100%
We strongly advise that you take out your own adequate travel insurance, which includes cancellation cover. We are not liable for any loss or disappointment that you may suffer in the case that you are not adequately insured.
CHANGES MADE BY YOU
After receipt of booking 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 £25 amendment fee applies to each and every change 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 made to your accommodation booking with us, 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 may still be liable to pay for the entire holiday as originally booked. If the start date of your holiday is changed by more than 7 days the original booking will be treated as cancelled, and our standard cancellation charges 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, your booking will be deemed cancelled and the standard cancellation charge apply. We reserve the right to refuse to apply changes to your booking.
YOUR PARTY AND RESPONSIBILITIES
In respect of the accommodation our standard package includes 1 car and up to 6 people. For parties of more than 6 people (where allowed) an extra charge of £10 per person per night will apply plus any additional Channel crossing charges. Some cross Channel operators have a different standard package. Not all campsites allow more than 6 people 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 going on holiday with you and 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. The campsites featured are not suitable for groups of young people (under the age of 25) and we will not accept bookings of this kind. As a general rule we do not accept non-family groups occupying more than 1 unit of accommodation. 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 us are 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 cases, no refund will be issued.
You are responsible for the supervision and 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.
ALTERATIONS TO YOUR HOLIDAY MADE BY US
We may occasionally have to make changes or cancel your booking and we reserve the right to do so at any time.
Changes. If we make a major change to your holiday, we will inform you as soon as possible, if there is time before departure. Subject to availability, you will have the choice of accepting the change offered; or book any alternative holiday that is available with us (on the basis that you will pay us for any increase in the value of the holiday and that we will pay you for any decrease in value of the holiday); or agree on a termination of the contract with a refund of all monies paid to us by you as part of the contract. In some cases we may pay you some compensation (see below).
These options don’t apply to minor changes, which include but are not limited to: Change of accommodation on the same resort to a higher standard, temporary withdrawal of facilities or seasonal variations in amenities.
Cancellation. In the unlikely event that we are forced to cancel your holiday we will give you a refund of all monies paid by you to us as part of the contract; or where possible offer you an alternative accommodation and/or campsite of a similar or higher standard. If you accept an alternative accommodation and/or campsite of a lower standard, we will refund the price difference. In some cases, we may pay you some compensation (see below).
We are not liable for any disappointment, charges or expenses that you incur in respect to other arrangements that you have made with other suppliers under separate contracts.
Compensation. If we make a major change or cancel your holiday, we may pay compensation as outlined below:
Over 56 days prior to holiday 0%, 29 - 56 days 10%,15 - 28 days 15%, less than 15 days 20%.
We will not pay the compensation stated above where the major change or cancellation arises due to unusual, unavoidable and unforeseeable circumstances or events beyond our control.
EVENTS BEYOND OUR CONTROL
We accept liability only for those parts of the holiday arrangements under our direct control. We do not accept liability where any damage, loss of enjoyment or expense caused to you is from circumstances of “Force Majeure”, your actions or the actions of any third party not under the control of Venue Holidays. “Force majeure” would include the acts, threats or consequences of war, terrorism, riots, industrial action, road blockades, natural, nuclear or man-made disasters, fire, adverse weather conditions, outbreak of disease, epidemics and pandemics, closure of ports and airports, delays at customs and immigration, other travel delays and action taken by any government, regional or local authority. This list is not exhaustive.
In cases where we do not accept liability you will not be entitled to compensation or any other costs incurred by you as a result of the disruption.
OUR RESPONSIBILITY TO YOU
Is to use reasonable skill and care in the choice of our suppliers and the execution of the contract with you. We may accept responsibility if any of the services that we agreed to provide in the contract are not reasonably performed by us or our employees.
If you have purchased a package holiday from us under the terms of the Package Travel and Linked Travel Arrangements 2018, we will accept responsibility for the improper performance during the contract, of our employees, agents, suppliers and sub-contractors, which you can prove caused you loss or damage. Our liability will be limited in accordance to the contractual terms of the companies that provide these travel services. Furthermore, our liability will also be limited in accordance with any relevant International conventions pertaining to the execution of this contract.
If we are found liable to you on any basis, we limit the amount we have to pay you to a maximum of two times the cost of your accommodation. This limit does not apply to cases involving death or injury.
A printed copy can be sent to you on request. Please e-mail email@example.com
Venue Holidays Ltd is your data controller and adheres to the 1988 Data Protection Act (DPA), Privacy and Electronic Communications Regulations 2003 (SI 2003/2426) (Privacy Regulations) and the General Data Provisions Regulations 2018 (GDPR).
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.
To undertake our legal responsibility to disclose your personal data to public authorities on request e.g. Customs and Immigration Services.
To create and publish customer reviews and satisfaction ratings via an external data processor.
We believe that we have a Legitimate Interest to use your customer data for the purpose of posting you our holiday brochure for next season. However, you still have a choice and you can opt out of this via your online account or by informing us by post, e-mail or phone.
Any marketing e-mails that we send you will contain an “unsubscribe” option within the message.
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.
You must check the passport and Visa requirements with the embassy of the country to be visited or through which you may be travelling. You can obtain up to date passport and visa information from the Foreign and Commonwealth office, visit ww.fco.gov.uk
All members of your party (including children) will require a full valid passport for travel. If your passport is due for renewal apply as early as possible. Non-EU citizens may require their passport to be valid for up to 6 months after the travel period.
Up-to-date health requirements can be obtained from the Department of Health.
EU citizens 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 currently available online at www.ehic.org.uk. The EHIC is not equivalent to travel insurance as it does not cover private medical healthcare or other costs.
We recommend that you travel with both an EHIC (if you are an EU citizen) and a valid private travel insurance policy.
The latest travel information is provided by the Foreign & Commonwealth Office at www.gov.uk/knowbeforeyougo
Should a problem occur during your holiday please notify our Campsite Representative immediately. Your holiday enjoyment is our priority 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.
If your complaint is not dealt with locally and you wish to register a complaint with Venue Holidays, please do so in writing within 28 days of leaving the campsite, allowing us to fully investigate the issues raised. Please send your complaint to firstname.lastname@example.org or write to:
Customer Services Department, Venue Holidays, 1 Norwood Street, Ashford, Kent, TN23 1QU, United Kingdom.
Please include all your customer details as well as concise details of the complaint.
If you fail to follow this procedure, we may have been deprived of the opportunity to investigate and rectify your complaint whilst you were at the resort. This may affect your rights under this contract.
We aim to resolve all complaints directly with you, under the terms of these Booking Conditions. 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.
If you would like to report an item as lost, you must contact our Head Office within 7 days after leaving the campsite. We will check with our Campsite Representative if the item has been found. At your request we will arrange for your property to be sent to your home address. You will be charged in advance of despatch, the full postal cost including insurance (if required) and a £25 handling fee.
Venue Holidays is not responsible at any time for loss of your personal belongings.
We do not own the campsites featured in our brochure or on our website and thus have 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 may not be open or fully operational outside of the high season and this is reflected in lower prices. 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 an activity or facility which is key to your holiday enjoyment is available.
Some facilities on campsites in Italy may be closed during the 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 you incur.
WiFi is normally a payable service and may only be available on certain parts of the campsite.
Use of the main swimming pool facilities is included in the price. Other facilities e.g. saunas, may incur a charge.
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 due to insufficient demand or adverse weather conditions.
Pool regulations vary and for safety, we ask that you adhere to the campsite’s swimming pool regulations.
Age or height restrictions may apply within some pool complexes, especially with regards to water slides.
Campsites also require parental supervision in and around the swimming pool facilities.
Some Italian and Spanish campsites insist that you wear swimming hats.
Many French campsites only allow conventional swimming trunks and ban longer legged swimwear e.g. swim shorts.
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, refunds will not be issued. Furthermore we will not pay any compensation or meet any costs for alternative accommodation or travel for your party.
Most campsites ask for night time silence normally starting between 22:00 and 23:00; and ending at 07:00 hours; and in Italy during the siesta period normally between 13:00 and 15:00 hours. During these periods all noise must be kept to a minimum. Campsites close their entrance gates and ban the circulation of cars during night time and siesta silence hours and you will not be able to enter or leave the campsite with your car during these periods.
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 lost. Personal identity wristbands must be worn at all times.
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 us to the campsite. Alternatively, it will have to be paid 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. Current tourist tax rates for each campsite are indicated on our website, but these rates can change at any time.
Bed linen, cot linen, beach towel and bath mat packs must be booked at least 3 weeks before departure and are subject to availability. Linen cannot be hired on arrival.
Baby packs must be booked at least 3 weeks before departure and are subject to availability. Travel cots may not always fit in the adults’ bedrooms and in these circumstances need to be placed in the living area.
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 outside of the campsite. You must notify us at the time of booking if you are taking an extra car.
On selected campsites, it may be possible to place a mini-tent on your pitch.
In some cases, the campsite management will charge you extra for this. You must keep your mini-tent and all belongings within the boundaries of your pitch. We do not supply mini-tents.
Pets are allowed in tent accommodations only, on certain campsites (see campsite pages), and we charge a £25 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.
If you cause damage to the accommodation in which you are staying, you must fully reimburse Venue Holidays for the cost of the damage before the end of your stay if the cost has been established by then or as soon as it has been established if later.
Venue Holidays offers a £20 non-refundable Damage Waiver, which will cover you for any accidental damage caused to our accommodation or equipment.
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 in the countries to which you are travelling. Please ensure that your driving licence is valid for the countries to which you are travelling. 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 we are not responsible for any disappointment, loss of nights or extra accommodation costs should you arrive outside of these hours. If our Campsite Representative is not present at the Venue Holidays reception during these hours, it is likely that they are showing other guests into their accommodation. In this case we advise you to wait at the Venue Holidays reception. If you arrive before 16:00 hours, please contact our Campsite Representative on arrival. However, we cannot guarantee that the accommodation will be ready before 16:00 hours. Although we make every effort, we cannot guarantee that our Campsite Representative will be available after 19:00 hours and not all campsites allow early or late arrivals.
We reserve the right to make a charge for late arrivals.
Customers booking flights must inform us of their arrival times.
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. Please note that on certain campsites we operate a non-arrival/non-departure day (see brochure), when there will be no Campsite Representative present for this day.
On the day of departure you should vacate the accommodation by 10:00 hours. 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 emptied and cleaned.
- Barbecues cleaned 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.
- All surfaces cleaned and floors swept.
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 the accommodation for the next guests.
When making a booking you agree to accept the accommodation allocated to you by our Campsite Representatives, regardless of any special requests notified to Venue Holidays at the time of booking.
It is your responsibility to look after the accommodation and equipment during your holiday. 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.
Barbecues should be kept a safe distance away from any accommodation. Campsite management and or local authoritites may impose restrictions or a complete ban on use of barbecues at any time.
Electric heaters and, where applicable, air conditioning units should be operated in an environmentally correct and responsible manner and switched off when you are not in your mobile home. When in use, close all windows and doors.
At Camping Ca’ Savio the cost of the electricity to run the air conditioning units is not included in the holiday cost and you must purchase a Climacard from the campsite reception to operate the air conditioning in the mobile home. Climacards cost €10 or €20, average cost about €0.50 per hour for normal use.
Full details of accommodations can be viewed on pages 4, 5, 6, 7 and 8 of our brochure or on our website.
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.
We employ our own representatives on each of the campsites featured in this brochure.
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 then undertake a re-clean of your accommodation.
Our Campsite Representatives are not allowed to engage in any other commercial or non-commercial arrangements with you. We do not accept liability for any damage, injury, loss of enjoyment or expense incurred by you as a result of such arrangements.
Please note that most of our representatives are English speakers.
Our staff have 1 whole day per week off with no arrivals or departures. In the case that there will be no Campsite Representative present for this day, you will be informed beforehand and an emergency phone number will be supplied.
BOOK WITH CONFIDENCE
Venue Holidays is a member of AITO, ABTA and ABTOT. Your holiday payments to Venue Holidays are fully protected.
Venue Holidays is a Member of ABTA. When you book with an ABTA Member you can expect high service standards, fair terms of trading and accurate information. ABTA’s strict joining criteria for Members, code of conduct, customer helpline and approved ADR scheme to resolve complaints are all there to give you confidence and peace of mind when booking your travel arrangements. For more information see www.abta.com
Venue Holidays is a member of the Association of Independent Tour Operators. The Association represents Britain’s leading independent tour operators and encourages high standards of quality and service. Venue Holidays abides by the Association’s Code of Business Practice and adheres to the AITO Quality Charter which can be viewed on www.aito.com
Visit the website to find out more about the Association or call 020 8744 9280.
The Association of Bonded Travel Organisers Trust Limited (ABTOT) provides financial protection under The Package Travel and Linked Travel Arrangements Regulations 2018 for Venue Holidays and in the event of their insolvency, protection is provided for the following:
1. non-flight packages;
2. flight inclusive packages that commence outside of the EU, which are sold to customers outside of the EU; and
3. accommodation only bookings.
ABTOT cover provides for a refund in the event you have not yet travelled or repatriation if you are abroad. Please note that bookings made outside the EU are only protected by ABTOT when purchased directly with Venue Holidays.
In the unlikely event that you require assistance whilst abroad due to our financial failure, please call our 24/7 helpline on 01702 811397 and advise you are a customer of an ABTOT protected travel company.
You can access the Package Travel and Linked Travel Arrangements Regulations 2018 here:
Registered address: Venue Holidays Ltd. 5th Floor, Ashford Commercial Quarter, 1 Dover Place, Ashford, Kent, TN23 1FB.