Escape Holidays Limited
Booking Terms and Conditions
Escape Holidays Limited Booking Terms and Conditions
In these booking terms and conditions, 'you' and 'your' means all people named on the booking form (including anyone who is added or replaced at a later date). 'We', 'us' and 'our' means Escape Holidays Limited.
Before booking through us, please read these booking terms and conditions carefully and all the other information relevant to your booking, including:
the property rental conditions (which means all information in any specific conditions or
restrictions set out in the brochure or website description of your chosen properties);
the Important Information section of the brochure, the website or other publication we tell
you about; and
any other written information we brought to your attention prior to confirming your
We arrange bookings of properties and travel arrangements as: • An agent of the owner of the property
A service provider.
When you book a property either with us acting as agents for the owner or arrange any travel or other services through us, you are entering directly into a contract with the owner or the service provider (whichever applies) and we may charge a fee for arranging your booking (booking fee).
With the exception of package holiday bookings, as we act as agents when taking your booking, we accept no legal responsibility for any contract you enter into for the property or travel arrangements or for the acts or failure to act of any owner or supplier or other person connected with your booking. Your contract will be with the supplier of the arrangements. When making your booking we will arrange for you to enter into a contract with the applicable supplier. Your booking with us is subject to these booking conditions and the specific terms and conditions of the supplier you contract with.
All properties on our website and in our brochures are offered by the owners for the sole purpose of holiday lettings. Accordingly you agree that your booking is for the sole purpose of holiday accommodation and 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, or any similar legislation that applies in Wales.
1 Making your booking
All bookings depend on the property and other arrangements being available. You, as the person in charge of the party (“the party leader”), must be at least 18 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 booking conditions. You, as the party leader, are responsible for making all payments due to us.
As long as the property is available and we have received all the relevant payments from you, we will give you written confirmation (see below) as soon as reasonably possible. This confirmation will show your booking details, the amount you have paid and the amount you still owe for the booking. Your binding contract with the owner and us will begin when we issue you with the written confirmation on behalf of the owner.
For bookings made within 30 days of the arrival date, you will have a binding contract with the owner and us when we give written confirmation of your booking to you and you have made the appropriate payments to us. If you pay the deposit into our bank account, it will not mean we have accepted a booking unless we have issued you with written confirmation. Please do not make any other travel arrangements (such as flights) until we have issued you with a written confirmation. We will issue your written confirmation either by post or by email. If you book with us online, we will acknowledge that we have received your booking and then send you confirmation by email. If you book by phone, we will send your confirmation by email unless you tell us at the time of booking that you would prefer it to be provided in another format. It is your responsibility to check your emails regularly and to let us know about any change to your email address.
We, on behalf of the owner, have the right to refuse any booking before we send you your written confirmation. If we do this, we will tell you in writing and promptly refund any money you have paid to us. In this case, neither we nor the owner or other service provider (if any) will have any legal responsibility to you.
As soon as you receive your confirmation, you must check the details carefully. If anything is not correct, you should tell us immediately. Please ensure that names are exactly as stated in the relevant passport, driving license or alternative proof of identification. As we act only as booking agent, we have no responsibility for any errors in any documentation except where an error is made by us. We will send your confirmation and all other documents to our owners. Where we offer the option of a provisional telephone booking, the property will be re-released for bookings after the agreed time period unless you fully confirm the booking.Even if we have sent a written confirmation, we on behalf of the owner, 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 (iv) you have behaved in a vexatious, abusive or unlawful manner to owners, suppliers or to our staff. If we cancel your booking, we will tell you in writing and neither we nor the owner, will have any legal responsibility to you. If your booking is cancelled or breached due to (i, ii, iii, iv) above we have the right to remove an administration cost of £100 from the refund issued to you.
To achieve a friendly, family atmosphere for families and couples, we reserve the right to refuse or cancel bookings (without refund) from (i) persons under the age of 18; (ii) all-
adult or single-sex groups for example hen or stag parties; (iii) solo travellers (if we feel the reason for your stay isn't in line with our family focused values); or (iv) anyone else who we think may spoil things for other guests.
We do not knowingly allow any guest to use or visit our accommodation who: (i) has an unspent criminal conviction; (ii) has an entry on a criminal register (including the sex offenders' register); (iii) has any record of any order indicating antisocial behaviour, violence, abuse, public disorder, or criminal damage or any other form of antisocial behaviour; (iv) is a convicted sex offender, subject to the notification requirements of the Sexual Offences Act 2003; or (v) is subject to a Risk of Sexual Harm Order or Child Abduction Notice. If you don not disclose this information about yourself or any other member of your party, and it later becomes known to us, we reserve the right to cancel your booking and require that you, and the other members of your party, leave the park immediately, without refund.
We will endeavour to provide you a parking space next to your holiday home – but we cannot guarantee this. If you are planning to bring something that's not a car with you (a lorry, van, motorbike, jet ski or boat, for example), please check with us before you book. Branded vehicles or vehicles with signage on the side are not allowed on park and may be turned away.
We are really happy that some of our guests are using hybrid cars to help protect our lovely environment. Whilst we are working on ways we can help you charge your cars while you are staying with us, please don not use your holiday home electricity to do this.
Many of our holiday homes are owned by families, just like you, so we want to make sure they don not end up with a surprisingly big electric bill.
When you book you must pay (debit or credit card) the deposit amount due plus an applicable booking fees. You may be asked to pay for your holiday in full at the point of booking. We only accept payment in pounds sterling. We must then receive the remainder of the money owed no less than 8 weeks before the start of your stay.
We will automatically collect the balance owed on the card that you used to pay the deposit, unless you settle the amount owed before that date or unless you tell us otherwise. however, if you book less than 8 weeks before the start of your stay we must receive full payment of the total cost of your booking when you make the booking.
If you do not pay any payment due in relation to your booking within seven days of the request or notification we, on behalf of the owner, are entitled to assume that you wish to cancel your booking. We will notify you by email off this decision and you will have a further 24 hours to action any outstanding payments. If payment fails or no correspondence is received from you, your booking will be cancelled immediately. If this should happen we will follow our cancellations policy which can be seen in section 6 of this document. In addition to this we also have the right to charge a £100.00 administration fee from your refund. You will also not be refunded any booking fees or booking deposits that were payable at the point of booking.
There is no charge for debit or credit card payments. If your bank refuses to make your payment for any reason, we are entitled to charge an administration fee of £25.
Please note that we act as an agent and that other than any booking fee (which we may charge ourselves for the services we provide in administering your booking) all charges (including cancellation charges) and refunds are made for and on behalf of the owner. Except where otherwise advised or stated in, all monies you pay to us for the arrangements (except for booking fees and our commission) will be held by us on behalf of the owner, and forwarded on to them in accordance with our agreement with them.
We keep the prices charged by the owner or service provider under constant review and the prices of unsold arrangements may be increased or reduced at any time. We may also correct mistakes in the pricing of unsold arrangements at any time.
We will confirm the price of your booking when you make it. As changes and mistakes can happen, you must check the price and all other details of your chosen arrangements at the time of booking.
All prices quoted or otherwise given to you include all charges and any taxes or Government charges which may apply to your booking at the time it is made.
All accommodation prices are for the property as a whole and are not on a per person basis, except when an extra person charge applies.
We can charge a booking fee for the services we provide in administering your booking. Any booking fee will be stated in our brochure and on our website and will be shown as a separate charge on your confirmation.
4 Offers with a Low Deposit
Occasionally we make offers giving you the chance to book properties with either no deposit, or a deposit which is lower than usual. We will supply you with details of any extra terms that may apply to the offer before, or when, you make your booking. You should read these extra terms with these booking conditions as both apply to your booking.
We can decide to extend or withdraw any offer at any time, should we wish to do so.
Booking Value Deposit Amount
£0.00 - £2000.00- £50.00
For some bookings we may require a higher deposit amount. The exact deposit amount will be notified to you at the time of booking. All deposits are non-refundable.
5 Brochure and website details
We aim to make sure that the information provided by owners is presented accurately 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 arrangements.
Not all details of the relevant facilities can be included on our website. Furthermore, there may be small differences between the actual property/arrangements and its description. This is usually because the owners/service providers are always aiming to improve services and facilities.
Occasionally, problems mean that some facilities or services are not available or may be restricted. If this happens, we will tell you as soon as reasonably practical after we become aware of the situation. We cannot accept responsibility for any changes or closures to local services or attractions mentioned in the brochure or on our website, by our advisers or advertised elsewhere.
We make reasonable efforts to make sure that information we give you about your property and its facilities or services, as well as advertised travel and other services, is accurate and complete on the date given.
We cannot accept responsibility for any inaccurate, incomplete or misleading information about any property/arrangements or its facilities and services, unless this was caused by our negligence.
Where Wi-Fi is an advertised 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 purposes. Bookings are not accepted if they are wholly reliant on the uninterrupted, unlimited provision of Wi -Fi.
6 If you change or cancel your booking
If you wish to change any detail of your confirmed booking, we will do our best to make the changes. However, we must receive your notice in writing by email. We may agree to accept notice over the telephone, but this should be arranged with us first. Some owners/ service providers may treat changes to your dates or property as a cancellation of the original booking and so you will have to pay cancellation charges. Also, we cannot guarantee that the owner or service provider concerned will be able to meet your request. Changes can only be accepted in accordance with the owner/service provider’s terms and conditions. You will be asked to pay an administration charge of £25 for each change or £60 for each change if we have already issued your travel documents. Where the owner/ service provider can meet your change request, you will be required to pay any costs incurred by them in facilitating this change, which will be charged at the current brochure or website price, which may be different from the price in the brochure or website from when you booked your chosen arrangements.
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 by phone to cancel is the date on which we will cancel your booking with the owner.
You will be required to pay a cancellation charge based on the number of days before the arrival date at the property that we receive notice, as shown in the following table. This means that if you have paid the balance of your total holiday cost and then have to, or want to, cancel, you may receive a refund of part of the cost. However, if you have not paid your total booking cost, including any booking fee by the time of your cancellation, you may have to make a further payment to cover the cancellation charge.
For the purpose of the table below, total cost means the total cost of the accommodation booking, including any extra items. You will still have to pay booking fees, credit-card charges and administration fees for making any changes. If you have already paid booking fees, credit card charges and administration fees, we will not refund these if you cancel. The cancellation charges below have been calculated as a genuine pre-estimate of the losses we would incur in the event you cancel your holiday within the stipulated time period.
Number of days before the start date of your trip that we receive your notice to cancel (or on which you are deemed to have cancelled)
Days to Arrival Date Refund Amount
61 Days or More - 100% minus any charges
60 to 30 Days - 95% minus any charges
30 Days or Less - 0% minus any charges
Please also refer to our COVID-19 Cancellation & Refund Policy
No refunds are issued if
• Any member of your party needs to cancel • Cutting short your stay
If only one person in your party needs to cancel, this will not normally affect the total cost of your booking unless you cancel any travel arrangements or extra services which are charged on a ‘per person’ basis. In these instances, the owner may provide a refund of any per person charges remaining after taking off any applicable cancellation charges.
7 Changes by the Owner or Service Providers
The owners and service providers do not expect to have to make any changes to your booking. However, sometimes bookings have to be changed or mistakes have to be corrected. Owners, and service providers have the right to do so. If they do, we, on their behalf, will contact you (by phone if reasonably possible in the case of a significant change or email in the case of a minor change) as soon as is reasonably practical. We will explain what has happened and let you know about the change. However, we will have no further liability to you.
Cancellations due to COVID-19 or Government Advice
Escape Holidays Limited have adopted the following terms and conditions surrounding cancellation of your holiday relating to COVID-19
We ask all guests to first consider moving the date of their holiday. This should be your first option in all instances. Escape Holidays Limited will request that you move your holiday booking to an alternative date without administration charges. You will be liable to price increases if applicable.
At the point of booking you will have paid a non-refundable deposit. This deposit is non-refundable in all COVID-19 outcomes.
Your final balance will not have been taken until two weeks before your arrival date. Upon final balance being taken your entire booking becomes non-refundable. You can again move your holiday to an alternative date with no administration fees.
Should the government announce a national lockdown (UK Wide Lockdown) you will be refunded the cost of your holiday minus fees which will be detailed to you via email upon refund.
Should the government announce a local lockdown in the county where the accommodation is based you will be refunded the cost of your holiday minus fees which will be detailed to you via email upon refund.
Should the government announce a local lockdown in your area you will be entitled to move the date to an alternative date without administration fees. If your final balance has been paid this is non-refundable.
8 Cancellations by us, the owner or service providers
If we or the owner or the service provider cancel your booking or are prevented from providing the accommodation you have booked, you may choose to:
accept alternative accommodation – you will have to pay any difference in price if the cost of the new accommodation is higher or be reimbursed the difference if the cost of the new accommodation is lower;
move your booking to an alternative date dependent on availability – you will be required to pay any difference in price if the cost of the new accommodation is higher or be reimbursed the difference if the cost of the new accommodation is lower; or
obtain a refund of the amount already paid by you for the booking.
We will contact you to inform you of these options.
9 Our Legal Responsibilities to you
As we act only as agents for the owner or service provider, we cannot accept any legal responsibility for any act or neglect on their or our part or of anyone representing or employed by them. And we cannot accept any liability for any problems or faults with or in any property or travel arrangements.
Our responsibilities to you are limited to making the booking in accordance with your instructions. We accept no responsibility for any information about the arrangements that we pass on to you in good faith. If you have any complaints about any services we provide e.g. our booking service (as opposed to the arrangements provided by the owner, or service provider), you must let us know immediately in writing and in any event within seven days of the end of any arrangements booked through us. Unfortunately, we cannot accept any legal responsibility if you do not let us know.
If we are found to be at fault in relation to any service we provide (as opposed to any service provided by the owner, or service provider for whom we are not responsible), we will not pay more than the commission we have earned for the booking (or the appropriate proportion of this if not everyone on the booking is affected), plus any reasonable expenses you cannot recover 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.
Neither we nor the owner can be held responsible for noise or disturbance which comes from beyond the boundaries of the property or which is beyond the owner’s 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, for the failure of public utilities such as water, gas and electricity, nor for the lack of services offered by the park such as shop, clubhouse and laundrette.
We advise all guests to obtain UK Travel Insurance. Insurance may be available via an Escape Holidays Limited third party company. This may/will be offered to you at the point of booking. It does however remain the sole responsibility of the lead guests and the other guests in your party to obtain the correct travel insurance for your booking/holiday.
11 Disabilities and Medical Conditions
If you or any member of your party has any medical conditions or disability that may affect your booking, please tell us before you confirm your booking and give us full details in writing as early as possible before you travel. If the owner or service provider reasonably feels unable to properly meet that person’s particular needs, we can refuse or cancel the reservation.
12 Your Accommodation
The owner and Escape Holidays Limited have set the following conditions on your stay at the property:
Arrival and departure
You can arrive at your property at any time after 4pm (unless we tell you otherwise, for example on your confirmation) on the start date of your rental period. If you arrive after 8pm you may/will be expected to undergo self check-in at the property. If your arrival is delayed beyond 8pm on the start date of your rental period, you must contact us. If you fail to arrive by 12 noon on the day after the start date of your rental period and you do not let us know you are arriving late, we on behalf of the owner may treat your booking as having been cancelled by you. In this situation, we will not refund any money you have paid.
You must leave by 10am on the last day.
If you arrive before your check-in time, you can relax and enjoy the park’s facilities until we are able to check you in. Most of our facilities will be open but these are run as independent businesses and therefore cannot guarantee their operational hours.
Please bring your booking confirmation reference number (which can be quoted rather than showing the full document). Your payment card must be presented, along with a form of photo identification, before accommodation keys can be issued at check-in.
Check-out time is 10am and we reserve the right to remove any items remaining in your accommodation after this time. Please remember to give us back the keys or leave them in the key safe found on the exterior of the property. Always leave your accommodation in a clean and tidy condition. You are welcome to use the park’s facilities until closure.
• Security deposits - Some owners require payment of a security deposit. If this applies to your chosen property, this is a direct arrangement between you and the owner, which we may or may not administer on behalf of the owner. The amount and details of how the payment should be made and how and when it will be returned (less any costs for breakages, damages etc. if applicable) will be provided at the time of booking.
You also agree to read the Woodland Park Rules which will be issued to you upon booking.
Behaviour - You and all members of your party agree:
To keep the property clean and tidy;
To leave the property in a similar condition as you found it when you arrived;
To behave in a way at all times while at the property which does not break any law;
Not to use the property for any illegal or commercial purpose;
Not to sublet the property or any part thereof or otherwise allow anyone to stay in it who
we have not previously accepted on behalf of the owner as a member of your party;
To not use or hold any illegal substances at the park or in the property
Not to behave in anti-social manner, breach the peace or otherwise act in a way which
may disrupt or affect the enjoyment of others.
You also must not allow more people than the brochure states to stay overnight in the
You cannot arrange for visitors to the property without the advance consent of the owner.
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 the owner. If you do any of these things, the owner can refuse to hand over the property to you, or can repossess it. If the owner does this, we will treat this as you cancelling the booking. In these situations you will not receive a refund of any money you have paid for your booking. And we or the owner will not be legally responsible to you as a result of this situation. (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.) Neither we nor the owner are under any obligation to find any alternative accommodation for you.
Pets are not allowed unless we say so in the brochure/website.
If you take a pet with you, it is not allowed on beds or furniture unless using the throw
You must not leave any pets unattended in the property, including any garden/deck area,
and you must keep dogs on a lead within the boundaries of the park at all times.
Registered assistance dogs are allowed in most properties featured in this brochure
even if the property description says that pets are not allowed. This decision will be made by the owner of the property and any discrepancies should be raised with them directly via Escape Holidays Limited.
all properties are no smoking (including E-cigarettes).
Smoking is permitted outside and on the deck area but smoking items must be disposed
of correctly and extinguished fully before disposal.
You are responsible for and agree to reimburse to the owner and us, all costs incurred by the owner and/or us as a result of any breakage or damage in or to the property which is caused by you or any members of your party, or any other persons invited into the property by you. The owner and/or we can ask for an extra payment from you to cover any such costs.
The owner expects the accommodation to be left in a reasonable state on departure. If in the owner’s, Escape Holidays Limited or our cleaners opinion, additional cleaning is required, you will be liable to the owner for the cost of this cleaning. The additional cleaning requirements will be assessed by an Escape Holidays Limited Representative (Company Manager/Director).
You may need to check and sign an inventory of the property and its contents on arrival at the property.
If you discover that anything is missing or damaged on arrival please notify Escape Holidays Limited immediately.
14 Right of Entry
The owner, Escape Holidays Limited or any of its representatives is allowed to enter the property for inspection (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 any of these booking conditions, the owner’s own terms and conditions or any other terms that apply to your booking and/or the property.
The owner, Escape Holidays Limited or its representative are allowed to enter the property to inspect it (including but not limited to where you have complained about the property). If this happens, you will be given reasonable notice first.
The owner, Escape Holidays Limited or its representative are allowed to enter the property to inspect it (including but not limited to a suspected breech in any of our Terms and Conditions). If this happens, you will be given reasonable notice first.
You agree to allow the owner or their representative (including workmen) access to the property as required by this clause.
15 Personal Belongings
We take all reasonable steps to safeguard our premises and hope you will have no cause for concern during your holiday, but guests remain responsible for looking after their own belongings.
Please remember to secure any vehicles or bicycles and try not to leave any valuable items on display. In a some Escape Holidays Limited properties our owners have supplied a safe. You will be provided with the code upon check-in if your accommodation is fitted with a safe. We welcome our guests to use the safe during their stay but guests lock thier valuables in this safe at their own risk.
If you are bringing anything valuable on holiday you should check it is adequately covered by your insurance.
We cannot accept any liability for loss or damage to your belongings unless it is due to our negligence.
16 Special Requests
If you have any special requests, you must let us know when you make a booking and confirm them in writing. Although we will try to pass any reasonable requests on to the owner/service provider (whichever applies), we cannot guarantee that any request will be met. Confirmation that we have noted a special request or passed it on to the owner or service provider, or of the fact it is shown on your written confirmation or any other document, is not confirmation that the request will be met. If we or the owner or service provider fail to meet any special request, it will not mean we or they have broken your contract.
If you want to complain, we, together with the owner or service provider (whichever applies), will want to take action to address your complaint as soon as possible. Because the contract for your arrangements is between you and the owner, service provider and/or Escape Holidays Limited, you should put any queries or concerns direct to Escape Holidays Limited.
It is essential that you contact us immediately if any problems arise so that it can be addressed as quickly as possible.
It is often extremely difficult (and sometimes impossible) to address difficulties properly unless we are advised promptly. If you discuss the problem with us or our representative during your stay at the property, it can usually be addressed promptly. In particular, complaints which would only be temporary (for example, complaints on how the property is prepared or the heating not working) cannot possibly be investigated unless registered during your stay.
If, after this, you feel that the problem has not been dealt with to your satisfaction, you must, within 28 days of returning from your stay, put your complaint in writing to us. We will then discuss this with the owner.
Send your email to email@example.com. We have designed this procedure to make sure we can sort out complaints as quickly as possible. Please help us and the owner to help you by following this procedure. If you fail to do so, this may affect any legal responsibility for your complaint. If we help to sort out a complaint, we are doing so as an agent only and have no legal responsibility to you for any refund or compensation.
Guests who take to social media or any form of review service and broadcast their complaint prior to letting us come to a resolution with them may be represented with legal proceedings against the lead guest. We will also hold the right to refuse to investigate your complaint at a later date and refuse future stays in any Escape Holidays Limited Property.
18 Governing Law and Jurisdiction
Any dispute, claim or other matter which may arise in relation to your booking will be governed by English law and you agree that any dispute will be dealt with exclusively by the courts of England and Wales.
19 Filming and Photography
We undertake our own Escape Holidays Limited promotional films and photographs on the park throughout the year. They could be shooting anywhere in the park, but we will try to make sure the filming doesn't affect your holiday and that you always know what's going on. With this agreement, you give us the rights (free of charge) to any promotional item containing your image (or the image of the other people in your party). (This doesn't affect your own photos or videos of course!) So, if you don not want to be in shot, please try and stay away from the filming or photo shooting area which will be clearly signposted. And if you or someone in your family does stray into a photo or video without meaning to and you want us to remove it from our library, we will do our best to do so.
You should always seek permission before taking pictures or filming any location or person on the park or within an Escape Holidays Accommodation. You are not permitted to film or take photographs of any property owner or Escape Holidays Limited Staff without first receiving written confirmation from us.
20 Illness and Contagious Diseases
Let us know if you become unwell with something that you think will affect any of our other guests. If we become aware, or have reasonable grounds to suspect, that you have contracted a contagious disease or illness that has the potential to infect many people quickly, you and your party may be asked to leave the park immediately. If this is not possible, then restrictions will be placed upon your activities and movements to prevent the disease or illness being transmitted to other guests.
21 If you leave something behind
Let us know as soon as you realise you've left something behind. We will do all we can to find it, although we are not liable if this isn't possible or if the item is found to be damaged. If we find the item we will return it to you, but you will be responsible for postage and packaging costs.
22 Access to the Park and Accommodation
We reserve the right of entry to the park and our accommodation, and the right to refuse entry to the park and our accommodation without notice.