COVID-19 'BOOK WITH CONFIDENCE' POLICY
Enjoy making plans in 2021 with our Covid-19 ‘Book with Confidence’ policy. We want you to look forward to your staycation, that’s why we’re automatically applying the ‘book with confidence’ policy to all existing and new bookings for 2021.
The policy means you’ll be covered if you have to change your plans due to a Covid-19 disruption. If we can’t offer you the accommodation you’ve booked, there are travel restrictions in place, local lockdowns or you’ve been asked to self-isolate by the NHS app or a health official, we will offer you a full refund or waive any administration charges to move your dates.
In these booking conditions, ‘you’ and ‘your’ means all people named on the booking (including anyone who is added or replaced at a later date). ‘We’, ‘us’ and ‘our’ means Roydon Marina Village. Roydon Marina Village is a trading name of Lakeland Leisure Estates Ltd. Before booking with us or a third party website, please read these booking conditions carefully and all other relevant information as you are entering into a contract with Roydon Marina Village and your booking with us is subject to these booking conditions. The sole purpose of holiday lettings, unless expressly agreed otherwise in writing by Roydon Marina Village Management is for the sole purpose of short term holiday accommodation. You accept that you are not offered any rights to the property other than the right to occupy the property as holiday accommodation for the period of your booking. No booking of any kind is an ‘Assured Shorthold Tenancy’ or protected under the Protection from Eviction Act 1977.
1. MAKING YOUR BOOKING
All bookings depend on the property being available. You as the person in charge of the party (the “party leader”) must be at least 21 years old at the time of booking. All other members of the party must authorise you to make the booking on the basis of these booking conditions. By making the booking, you confirm that you are authorised to make the booking and that all other members of the party agree that the booking will be governed by these conditions. You as the party leader are responsible for making all payments due to us. Group Bookings: The organiser or leader of a group booking is responsible for identifying the booking as such and for providing the party details. Should you arrive in a group without notifying us of the required details, Roydon Marina Village reserves the right to refuse to hand over the property to you without a refund or compensation. As long as the property is available and we have received all relevant payments from you, we will provide written confirmation as soon as reasonably possible. The confirmation will show your booking details and the amount payable. Your binding contract will apply from the date we issue you with written confirmation. If we take a deposit, this does not confirm the booking, written confirmation must be received. Written confirmation will be by post or email, if you book directly online we will acknowledge the booking by email and then confirm it by email. It is your responsibility to check your emails and keep us updated if your email address changes.
We have the right to refuse any booking before we send you your written confirmation. If we do this, we will tell you verbally or in writing and promptly refund any money you have paid to us. We have no legal responsibility to you.
You must check the details outlined in the written confirmation. If anything is incorrect you must notify us immediately otherwise we cannot accept responsibility.
Telephone Bookings: If booking by telephone, the accommodation will be released back to general sale in 24 hours if the booking isn’t confirmed in writing.
Even if we have sent a written confirmation, we have the right to cancel a booking where there are reasonable grounds to believe that i) It is not legitimate ii) You are likely to breach any of our booking conditions iii) Information supplied by you in relation to your booking is incorrect. If we cancel your booking we will tell you in writing and have no legal responsibility to you.
When you book, you must pay the amount in full by debit or credit card. We also accept BACS transfer with your booking reference clearly stated as the payment reference. If you do not make a payment due in relation to your booking by the appropriate date we are entitled to assume that you want to cancel your booking. In this case, your booking will be cancelled immediately.
Prices are under constant review and the price of unsold accommodation may be increased or decreased at any time. The price of your booking will be confirmed when you make it. All prices quoted include charges and any tax or government charges which may apply to your booking at the time it is made.
You may be required to pay any additional taxes that arise after your booking has been confirmed. All accommodation prices are for the room or property, they are not on a per person basis, except when an additional person charge is added to the booking.
Lowest Price Guarantee: In the unlikely event that you find the same holiday accommodation, available on the same day you make your booking (like for like) at a lower price, we will only charge you that lower price. The holiday accommodation concerned must be the same as the one you book with Roydon Marina Village and must in particular have:
All you need to do is provide us with proof of the lower price you have been quoted by giving us evidence (including the telephone number or the details of the website where the price can be confirmed). We reserve the right to reject claims if reasonable proof is not available or if the accommodation is not the same. The lowest price must be available on the day that you make your booking. All terms and conditions continue to apply.
4. BROCHURE AND WEBSITE DETAILS
We aim to make sure that the information provided is accurate on our website, in brochures and other promotional literature or material we produce and provide. It is intended to present a general idea of the park and accommodation. Not all details of the facilities may be included in our brochure or on our website. Furthermore, there may be small differences between the actual property/arrangements and its description. This is due to constant improvements and alterations to our properties, rooms and facilities. Certain items in photos (soft furnishings etc) are subject to change, and may not always be exactly as shown. Please check specific concerns with us before booking. We do offer free Wi-Fi as a facility, please note that its provision is subject to availability and network conditions. It may not be available 24 hours a day and is provided for pleasure not for business. Bookings are not accepted if they are wholly reliant on the uninterrupted, unlimited provision of Wi-Fi.
Please contact us if you have a question about current facilities. Occasionally, problems occur and mean that some facilities or services are not available or may be restricted. If this happens, we will tell you as soon as reasonably possible after we become aware of the situation. We cannot accept responsibility if some facilities or services are not available or restricted.
5. IF YOU CHANGE OR CANCEL YOUR BOOKING
If you want to change any detail of your confirmed booking, we must receive your instruction in writing by email or post. We may agree to accept changes over the telephone, but this at our discretion and will be confirmed in writing. We will do our best to make your changes, but changes can only be accepted in accordance with our terms and conditions.
You may be asked to pay an administration fee of £30 for changes, as well as additional costs associated with facilitating this change for you. Any charges will be at the current brochure or website price, which may be different from the price in the brochure or website from which you booked your chosen arrangements initially.
b. Cancellation by you
If you have to, or want to, cancel your booking after it has been confirmed, you must phone us on the number shown on your booking confirmation as soon as possible. The day we receive your notice to cancel is the date on which we will cancel your booking. If you cancel, you will have to pay a cancellation charge based on the number of days before the arrival date that we receive your notice of cancellation. We will not refund administrative fees, bookings fees or credit-card charges if you cancel.
The guidance below presents the refund percentage you are entitled to receive in accordance with the number of days before the start date of your trip that we receive your notice to cancel. The percentages below are in effect after administrative fees, bookings fees and credit-card charges have been deducted.
More than 28 days: Full refund
7 days - 28 days: 75% refund
49 hours - 7 days: 50% refund
Less than 48 hours: No refund
We may offer a goodwill refund if you need to cancel due to an unfortunate and unforeseen circumstance such as a medical emergency, or a family grievance. However this is at our discretion.
6. CANCELLATIONS OR CHANGES BY US, ROYDON MARINA VILLAGE
We do not expect to make any changes to your booking. However, sometimes problems can occur which may mean we need to change your accommodation type or, on rare occasions, cancel your booking. In either case, we will contact you by telephone as soon as possible to explain and confirm the significant changes or cancellation. However, we will have no further liability to you.
7. EVENTS BEYOND OUR CONTROL
We will not be legally responsible for any compensation if we are prevented from carrying out our responsibilities to you as a result of events beyond our control. This means an event we could not, even with all due care, expect or avoid, including but not limited to:
8. OUR LEGAL RESPONSIBILITIES TO YOU
We accept no responsibility for any information given, or actions taken, by third party providers, this includes, but is not limited to, booking.com and expedia. We recommend that you book with us directly. If you have any complaints about a service, property or facility we provide, you must let us know immediately in writing and within seven days of the end of your booking. Unfortunately, we cannot accept any legal responsibility if you do not let us know within this time frame. If we are found to be at fault in relation to a service we provide we will not pay more than the booking revenue, minus administrative and booking expenses, we have earned from the booking. We will not pay any amount to you if you are recovering the cost from elsewhere.
We do not exclude or limit what we will be legally responsible for if death or personal injury is caused as a result of our negligence or that of our employees whilst acting in the course of their employment, or for any criminal act we may commit.
We cannot be held responsible for noise or disturbance which comes from beyond the boundaries of the property or which is beyond our control. If we know about a problem before you arrive, we will contact you to let you know. We cannot be held responsible for the breakdown of mechanical equipment such as pumps, boilers, nor for the failure of public utilities such as water, gas and electricity.
9. DISABILITIES AND MEDICAL PROBLEMS
If you or any member of your party has a medical concern or disability that may affect your booking, please tell us before you make your booking. If we reasonably feel we are unable to properly meet that person’s particular needs, we can refuse or cancel the reservation. However, we will make every effort to accommodate that person's needs prior to cancelling a reservation, this may include recommending an alternative accommodation type.
10. YOUR PROPERTY
1. Arrival and departure: You can arrive at your property from 4pm (unless we tell you otherwise) on the start date of your rental period. You must leave by 10am on the last day. If your arrival is delayed beyond 7pm on the start date of your rental period, you must contact our reception team. If you fail to do so, you may not be able to get into the property. If you do not arrive by 12 noon on the day after the start date of your rental period and you do not notify us of a delay, we will treat your booking as having been cancelled by you. In this situation, you will not receive a refund of any money you have paid.
2. Electricity, Gas & Water: This is included in our rates unless otherwise stated. This is based on normal consumption (electricity 8kw per day). Excessive use of any of these services may incur an additional charge.
3. Linen, towels and keys: Except for cots, bed linen is provided. This includes duvets or blankets and sheets. Please bring bed linen for cots with you as required. Towels are provided. If you require additional towels or bedding this may incur an additional charge.
4. Security deposits: There is a mandatory security deposit taken for all lodge bookings at check in by either credit card or via a cash deposit. Guests are required to leave a fixed amount of GBP £250 in either cash or as an authorisation on their credit card. All unused amounts of the deposit will be refunded on departure. We may ask for a security deposit for hotel room bookings, this depends on your length of stay. Security deposits are only deducted from should damages occur during your stay.
5. Hot tubs: if you are staying in a lodge with a hot tub, you must not add any products, drinks or food to the hot tub. You must not enter the hot tub under the influence of alcohol, drugs or medication which may make you drowsy. You must take medical advice before using the hot tub if you are pregnant or have a severe illness. You must respect those around you and keep noise to a minimum. You will be required to adhere to our full hot tub policy, which will be given to you on arrival. If you damage the hot tub during your stay, you will be charged for the repair or replacement cost. If you would like to review the full hot tub policy before you book, please call or email us ahead of booking. If the hot tub needs refiling due to misuse or contamination this service will be charged at £50 per refill.
You are responsible for and agree to reimburse us for all costs incurred by us for all damage or breakages or loss caused by you and/or members of your party and/or any other persons invited into the property by you, to the property or its contents. This includes responsibility or paying for this damage and the cost of any work needed to put the damage right. We can ask for payment from you to cover any such costs. If you discover that anything is missing or damaged on arrival please notify us immediately.
We expect the accommodation to be left in a reasonable state on departure. If we feel additional cleaning is required, you will be liable to pay us for the cost of this cleaning.
Deductions from your security deposit for damages may include:
If severe damages occur, including breakage of the hot tub, the hot tub lid, the use of fire extinguishers and so forth, we reserve the right to request the full replacement cost or professional cleaning cost from you. If you refuse to pay we may be forced to take legal action. If you severely damage the property your booking will be immediately terminated and no refund will be given, this amount will not contribute towards the bill for damages.
12. RIGHT OF ENTRY
We have the right to enter the property (without letting you know first if this is not practical or possible) if special circumstances or emergencies happen (for example if repairs need to be carried out) or if you break the law, breach any of these booking conditions, or any other terms and conditions applicable to your booking and/or the property. We have the right to enter the property for the purposes of inspection (including but not limited to where you have complained about the property) by giving you reasonable notice of such entry. You agree to allow us (including workmen) access to the property as required by this clause.
13. BEHAVIOUR ON SITE
You and all members of your party agree:
We can refuse to hand over the property if anyone in your party behaves unreasonably or is likely to cause offence to other guests, staff members or neighbours, or in the event we have a reasonable cause to believe you or any member of your party will cause damage or loss to the property, its services or facilities. In these circumstances, the contract between us will be terminated, you will not receive any refund and we will not have any further liability to you.
We can terminate a stay after the keys have been handed over, if the unreasonable behaviour of anyone in your party (including anyone invited into the property by you) is likely to impair the enjoyment, comfort or health of other guests, residents, neighbours or members of staff or where you or any member of your party (or anyone invited into the property by you) has broken the law, breached or is likely to breach any of these booking conditions or our terms and conditions. In these circumstances, you will be required to leave the property immediately and no refund will be given. Furthermore, you may be liable to cover any costs incurred by us as a result of your behaviour.
14. MAXIMUM OCCUPANCY
You must not allow more people than the brochure or website states to stay overnight in the property. You cannot arrange additional overnight visitors to the property without our consent. You cannot significantly change the number of adults or children during your stay. (For example, if you book for two adults and two children, you cannot arrive with four adults and no children.) You must not hold events (such as parties, celebrations or meetings) at the property without the advance consent of us.
We reserve the right to refuse entry to the property or remove you from the property where this clause is breached. This will be deemed as a non-refundable cancellation. In this situation you will not receive a refund of any money you have paid for your booking and we will not be legally responsible to you. (This will include, for example, any costs or expenses you have to pay due to not being able to stay in the property, such as the cost of finding other accommodation.) We are under no obligation to find any alternative accommodation for you. An additional fee may be charged, should you require a cot.
Pets are not allowed in every accommodation type, we recommend that you telephone us prior to making a booking to ensure you reserve a pet-friendly lodge. You must tell us that you are bringing a pet when you make your booking. You must bring your pet basket with you and ensure that your pet(s) does/do not lie on bedding or furniture under any circumstances. Animals, other than dogs, can only be accepted with specific permission from us. Pets are not allowed in the public complex areas, shop or cafe/ bar. You must not leave any pets unattended in the property, including the garden, and you must keep dogs on a lead within the boundaries of Roydon Marina Village (including the grounds). You are required to clean up after your dog at all times and in all areas of Roydon Marina Village. Dogs are charged at £50 per stay.
Registered assistance dogs are allowed in most properties featured in our brochure/ website even if the property description says that pets are not allowed. If you or any member of the party has a pet allergy, we cannot guarantee that dogs, or other pets, have not stayed in your chosen property. We cannot accept any responsibility for any subsequent health issues.
16. SPECIAL REQUESTS
Please inform us of any special requests or requirements at the time of booking. We will do our best to accommodate your request however we cannot guarantee that any requests will be met. If we are unable to meet your request it does not mean we have breached the contract.
If you feel you need to raise a complaint please do so in writing, either by email or post. If you complain in person or over the telephone, we ask that you follow it up with a written complaint within 28 days of the end of your stay. We take all complaints seriously and will take action to resolve the issue as soon as possible. If there is a problem during your stay, contact the reception for a prompt solution. We cannot resolve complaints which have not been highlighted to a team member at the time of occurrence.