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

Booking Conditions

Please read the following conditions carefully as they represent your contract with Venue Holidays and companies providing any transport arrangements booked through Venue Holidays. Our booking conditions can also be found on our website. 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. 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

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.

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.
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.

PAYMENTS

A 25% deposit 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. 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 departure. If full payment is not received by this time we reserve the right to cancel the holiday. In this case our standard cancellation charges apply. Bookings made less than 8 weeks before departure must be paid for in full at the time of booking. Last-minute bookings can only be paid for by debit or credit card.
Nearer your departure you will receive a Holiday Voucher including a Holiday Guide for your campsite(s). Alternatively, this information can be downloaded 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 all party members. 

CANCELLATION

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 (including any booked extras): 

Over 56 days prior to departure     Loss of deposit
29 - 56 days                            50%
15 - 28 days                            70%
  7 - 14 days                            90%
Later than 7 days before departure 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 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 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 will 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 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 (even those 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 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 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 us to amend the details on your booking, you will be informed 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 we only refund accommodation costs or travel services that are booked and paid for by us. 

OUR RESPONSIBILITIES 

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 war, acts of terrorism, riots, industrial action, closure of ports and airports, adverse weather conditions and other Acts of God or similar events. This list is not exhaustive.
In cases where we do not accept liability you will not be entitled to compensation.


GENERAL INFORMATION 


PRICES 

Our prices were calculated at a rate of £1 = €1.14 as of 1/11/2017. We reserve the right to increase or decrease the price of unsold holidays at any time. We guarantee there will be no surcharges once bookings have 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 us.  
Our Web offers can be withdrawn at any time and restrictions apply. “Free Nights” will be the cheapest nights in the holiday package.

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.
There may be a legal responsibility to disclose your personal data to government bodies, e.g. the immigration service, if requested.
Under the provision of the 1998 Data Protection Act you have the right to receive a copy of the information held about you. You have the right to amend that information, on payment of an administration fee. Please inform us in writing if you wish to remove your details from our database.

TRAVEL SERVICES 

Where you require a travel service, we act 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. 
No liability will be accepted for any delays and/or rescheduling of timetables by the suppliers. The suppliers’ 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. 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. Non-British citizens must check their visa requirements with the embassy of the country to be visited. 
All British citizens (including children) require a full valid passport. If your passport is due for renewal apply as early as possible. 
Up-to-date health requirements can be obtained from the Department of Health. 
Customers 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 equivalent to travel insurance as it does not cover private medical healthcare or other costs. We recommend that you travel with both an EHIC and a valid private travel insurance policy. The latest 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 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 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 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 is limited unless the above procedure is followed. 
We aim to resolve all complaints directly with you. 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 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 £20 handling fee.
Venue Holidays is not responsible at any time for loss of your personal belongings. 


CAMPSITES 


GENERAL FACILITIES

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 the lower prices for these low season 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 an activity or facility which is key to your holiday enjoyment is available.  
Some facilities on 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 you incur. 
We only agree to settle extra charges on your behalf that are notified and paid to us prior to departure. 
WiFi is normally a payable service and before you purchase your WiFi code you should check with the campsite that the WiFi service network covers the location of your accommodation.


SWIMMING POOLS

Use of the main swimming pool facilities is included in the price. There will probably be a charge for using auxiliary swimming pool services e.g saunas.
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 and chutes. 
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. 

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 refunds will not be issued.
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 lost. 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 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. 

LINEN SERVICE

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

BABY PACKS

Baby packs must be booked at least 3 weeks before departure 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.  

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 outside of the campsite. 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 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. You must notify us at the time of booking if you are bringing a mini-tent. We do not supply mini-tents.

PETS 

Pets are allowed in tent accommodations only, on certain campsites (see campsite pages), and we charge a £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. 

DAMAGE WAIVER

Venue Holidays offers a £20 non-refundable Damage Waiver, which will cover you for any accidental damage caused to our accommodation or equipment. If you have not paid the Damage Waiver a £200 damage deposit will be charged by our campsite staff on your arrival. This deposit will be returned after an inspection of your accommodation on the day of departure.

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 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 on your arrival, 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 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 of the campsite. 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 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. 


YOUR ACCOMMODATION

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. 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. 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. 
Please note that there is no running water or a toilet in the tents. All campsites have toilets, shower and washing facilities. 
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. When in use, close all windows and doors. Please ensure electric heaters or air conditioning units are switched off 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. Customers 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.

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 then undertake a re-clean of your accommodation. 
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. 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. 


FINANCIAL SECURITY 


Book with confidence

Venue Holidays is a member of AITO, ABTA and ABTOT. Your holiday payments to Venue Holidays are fully protected. 

ABTA

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

AITO

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.

ABTOT

The Association of Bonded Travel Organisers Trust Limited (ABTOT) provides financial protection under the Package Travel, Package Holidays and Package Tours Regulations 1992 for Venue Holidays, and in the event of their insolvency, protection is provided for the following:

1. Non-flight packages commencing in and returning to the UK;
2. Non-flight packages commencing and returning to a country other than the UK; 
3. Flight inclusive packages that commence outside of the UK and Republic of Ireland, which are sold to 
       customers outside of the UK and Republic of Ireland; 
4. Accommodation only bookings;

1, 2, 3 and 4 provides for a refund in the event you have not yet travelled. 1 and 3 provides for repatriation. Please note that bookings made outside the UK and Republic of Ireland are only protected by ABTOT when purchased directly with Venue Holidays.

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