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Please read these terms and conditions carefully as they make up your agreement with us. These terms and conditions apply only to booking contracts made with Waterside Holiday Group Ltd online, by phone or in person on one of our Parks but do not apply to private letting contracts made directly with a holiday homeowner.
Due to changes within the law, or indeed within our Company, these terms and conditions may need to change from time to time. If any such amendment causes radical changes to your booking, we will allow you the opportunity to cancel your visit and receive a refund in full. A copy of the most up to date version of our Terms & Conditions will always be available to view online at www.watersideholidaygroup.co.uk
To make these terms and conditions as easy to understand as possible please see our definitions of the phrases you may see:
‘you’ and ‘your’ – the person that makes the booking
‘we’, ‘us’ and ‘our’ – Waterside Holiday Group Ltd is a trading name used by three separate companies whose registered office is 10 Bridge Street, Christchurch, Dorset, United Kingdom, BH23 1EF; (the “Principal”)
‘we both’ – both Waterside Holiday Group Ltd and you
‘agreement’ – the contract between us based on these terms and conditions, any other conditions we refer to in our brochure and website, anything else we agree in writing and the terms of any promotional offer you have booked
‘party’ you and anyone holidaying with you, the total number of whom is specified on your booking confirmation.
The wellbeing of our guests, team and owners is our number one priority so if anyone travelling with you is feeling unwell prior to your arrival and exhibiting any symptoms of a communicable illness, you must not travel to our holiday park. Equally, whilst you are on holiday with us, if any member of your holiday shows any of the symptoms of a communicable illness, you must seek medical help immediately and notify our Park team. Depending on the individual case, we may contact a doctor, ask you to remain in your holiday accommodation or even curtail your holiday.
The total number of people coming with you (including children and babies) must not be more than the capacity your holiday home allows and as detailed on our website. In most cases this will be either 4, 6 or 8 for a Caravan Holiday Home and between 2 and 18 for our cottages (where available). Please check your booking confirmation carefully for this information as if you do exceed the maximum number, any additional guests over and above the maximum number will not be permitted to stay. This is a legal requirement.
When you make your booking, you will be required to give us details of your permanent home address. This will be checked against the electoral register, both to prevent fraud and to ensure that we can contact you by post before and after your holiday if we need to. If you are not on the electoral register because you have recently moved home, we may ask to see a council tax bill showing your new address.
Personal circumstances can change for a variety of health and financial reasons and although we do not offer a holiday insurance product, we strongly advise that you take out suitable policy to at least cover you for COMPREHENSIVE cancellation, medical cover and personal possessions during your holiday.
Waterside Group Terms for Cancellation due to sickness*, death or redundancy:
Should you suffer the disappointment of having to cancel your holiday due to you, or any member of your party suffering from sickness*, redundancy or death, please be reassured that our cancellation terms are included at no extra cost to you. As long as you notify us in writing by post or by email at least 7 days prior to the start of your holiday, you will be due a full refund minus the non-refundable £40 deposit.
If we refund you in line with the terms above, payment will be made to you in the same way the payment was made, e.g., the same payment card.
To claim under these terms:
Please note that these cancellation terms form part of this agreement with you. They are not an insurance policy. If you require comprehensive Travel insurance cover which may include cover right up to the day of arrival, we advise you take this out with a reputable 3rd party Travel insurance provider
* – The sickness cannot relate to any pre-existing condition and must be of a nature that presents a risk to fellow guests and our Team on park. Please note that accidents and injuries are not sickness and therefore are not covered.
Waterside Group Terms for Other Cancellations
Naturally, we will be extremely disappointed not to welcome you to the park, but we do appreciate that circumstances change, and you may need to cancel your holiday with us. If you are cancelling for any other reason, your refund will depend on how close you are to the holiday start date when you advise us that you no longer wish to travel. The table below details your refund entitlement:
Days before scheduled arrival, Refund entitlement
71 days or more, FULL refund less your non-refundable holiday deposit
70 – 36 days, 70% of the holiday cost less the non-refundable deposit
35 – 15 days, 30% of the holiday cost less the non-refundable deposit
14 – 8 days, 10% of the holiday cost less the non-refundable deposit
7 days or fewer, no refund
If we make the change:
On very rare occasions we may be unable to provide the holiday booked or, in exceptional circumstances, we may need to cancel your booking. In the unfortunate case that you are affected, we will advise you at the earliest possible opportunity and offer one of the three following options.
Needless to say, you will be informed of the circumstances relating to the change and receive a full apology for the inconvenience caused.
Us to you:
We will do everything in our power to ensure your holiday experience is as described in our agreement and that we will do all we can to prevent things going wrong.
On occasions, this may involve us upgrading your accommodations by allocating you a 3-bedroom holiday home of the same or better grade rather than a 2-bedroom model.
We want you to have a fantastic stay with us and cannot fix something we know nothing about. So, if you feel that we have failed in this commitment, please contact us immediately and we will do our utmost to put things right, as quickly as possible.
You to us:
We want the holidays we provide to be enjoyable for everyone, therefore we have the right to decline a booking, especially if we think things may get spoilt for our other guests.
Where some of the party is under 21, there must be sufficient capable and responsible adults over the age of 21 to provide suitable supervision for the party and each member of it.
Please note that our policy to decline a booking extends to anyone who is or has been listed on the Violent and Sex Offenders Register (or any register which supersedes this), or anyone who is subject to a Sexual Risk Order, Child Abduction Notice or any similar order, court proceedings or register.
You therefore agree to tell us who is coming with you and you will only let those people into our park
For the benefit of the whole park community, holidaymakers, team and Owners and their guests, anti-social behaviour is not tolerated. Therefore, you and your party agree to not acting in any way that can be reasonably considered as being antisocial and adversely affecting the experience of other persons on Park in a serious way. In such circumstances, we will require that you and your party leave the park immediately with no refunds unless the behaviour is capable of being remedied. If it is capable of being remedied we will issue a single and final warning.
You and every member of your party promise to abide by our terms and conditions. If you break them in a serious way, we will require that you and your party leave the park immediately with no refunds unless the breach is capable of being remedied. If it is capable of being remedied, we will issue a single and final warning.
If we have required you to leave the park then we reserve the right not to accept any future booking from you or any member of your party
Finally, you agree to look after the accommodation allocated to you along with the facilities, so that other guests can enjoy them after you. If you cause damage, you will tell Reception straight away so that we can sort it out.
What is included in the price?
Your holiday price includes your accommodation along with bed linen, your beds made up on arrival. Towels are included in ONLY Luxury Lodges, Signatures and Deluxe accommodation. In addition, you receive a Pass so you can access and book a wide range of free and paid for activities and dine in any of the eateries on park. This means that you have use of our swimming pools and most other leisure facilities included, however some activities or Spa treatments may cost extra, and some may not be suitable for everyone. Please note that we can ONLY make facilities available for use when both the law and our internal health and safety risk assessments tell us we can open them safely. Since we cannot promise that the facilities will always be open, should we need to withdraw them you will not be entitled to either receive compensation or to cancel.
Please note that during the off-peak periods, access to some facilities may be restricted for other reasons which is why these holidays are less expensive.
Your Holiday Price:
All ‘Now’ prices quoted on this website include any applicable promotional offers or discounts.
Like most things supplied these days, prices can change from day to day depending on availability. You will find our up-to-date prices on our website, although the price of your holiday inclusive of VAT will be confirmed at the time you book. Once you have booked your holiday, we will not increase the price unless costs out of our control, such as the rate of VAT, increase.
In this technologically complex world, on the very rare occasions that pricing errors occur, and we find that a mistake has been made and you have been substantially undercharged, we may get in touch to put things right. You will have the choice of cancelling your holiday and receiving a full refund, paying the full price, or transferring the money you have already paid to alternative dates, depending on availability. If on the other hand, we have overcharged you in error, naturally we will refund the difference to you with a full apology!
Holiday Discounts:
From time to time, we may offer promotional offers however these cannot be used in conjunction with another offer or discount unless specifically stated and apply to new bookings only. Offers are subject to change and can be withdrawn at any time. The offer of next year’s holiday at this year’s price excludes any promotions or discounts.
What to pay and when:
If booking more than 10 weeks before your arrival date you have the flexibility of paying a low £40 non-refundable deposit, the full amount or anything in between. If not paying in full, you then have the choice to make payments as and when you wish as long as the full balance is received 10 weeks before the holiday commences.
If your holiday booking is made less than 10 weeks from the arrival date, you will need to pay for the holiday in full.
Please note that it is your responsibility to ensure that there is no outstanding balance on your holiday on the balance due date else we may cancel the booking and no refund of monies paid will be given.
If you make the change:
We do understand that sometimes circumstances change, and it is no longer possible to have your holiday on the dates initially booked.
Changes more than 10 weeks before your holiday arrival date – If this happens and you are not within 10 weeks prior to arrival, please telephone 01305 833103 as soon as possible and we will do all we can to accommodate those changes. Whilst we do not always make a charge for changing your booking, it may not always be possible to meet your requirements and the best options will be discussed with you. If an alternative booking is found for you but is at a higher cost, you will be required to pay the additional cost. If the change to your booking results in a lower cost holiday and those changes are made at least 10 weeks prior to the start date of the original booking, the difference in cost will be refunded.
Changes less than 10 weeks before your holiday arrival date – If the change of dates occurs within 10 weeks to 7 days prior to the start of the holiday, the alteration to the booking will be treated in line with our cancellation policy and is at the discretion of the management team and dependant on availability.
We reserve the right to charge a £20 amendment Fee for any change made to your booking within 10 weeks of the arrival date.
Special Requests:
When booking your holiday, we will always do our best to accommodate any special requests, such as choosing a specific holiday home, however, we cannot guarantee this request, especially if the unit that you want is already booked or unavailable due to circumstances beyond our control. The closest alternative will be offered to you.
Specially adapted holiday Homes:
A number of our holiday homes are built to accommodate guests with special needs and access requirements. Please call us on 01305 833103 to discuss those needs, or alternatively see our access statement on www.watersideholidaygroup.co.uk
Arriving at the start of your holiday:
Check in times will vary depending on the grade of accommodation booked and are detailed on your Holiday Confirmation. All holidays at both Osmington Mills and Tregoad have a 4pm check-in time as do Classic and Superior holiday homes at Bowleaze Cove Park & Spa and Chesil Beach. At both Bowleaze and Chesil, Deluxe holiday homes and Deluxe Safari Lodges have a 3pm check in time whilst Signature holiday homes and Signature Safari Lodges have a 2pm check in time. When you arrive, please check in with Reception. Every effort is made to get your holiday home ready ahead of the provided check in times, and you may find that if your holiday home is ready early, you can check straight in. If your holiday home is not quite ready, we can issue you with your facility passes so that you can enjoy them whilst you wait.
Arriving Late, or not at all?
If you are planning to or find yourself running late, please let the park know so we can make alternative arrangements for your arrival. If you do not arrive on your scheduled arrival date and you have not informed us otherwise, we will assume that you have chosen not to travel, and your booking is treated as cancelled. The consequence of this is that from noon on the day after the booked arrival date, we reserve the right to re-let the accommodation to another guest. You will only be entitled to a refund if the cancellation terms apply.
Holidaying with children?
We do everything we can to keep you and all children in your party safe throughout your holiday on park with us however minors in your party remain your responsibility at all times, and you are required to ensure they do what our team say for their own safety and to ensure they are supervised appropriately. In particular after dark, we expect all minors to be in the presence of a parent or guardian.
Cots
Cots can be hired both at the time of booking or any time prior to your arrival on park, just give our reservations Team a call to add this on. We do need to advise that the fitting of a standard sized travel cot in the bedroom of holiday homes is not always possible so it may be necessary to position the cot in the living area.
Groups
To make a booking at Waterside, approval is required if your group consists of any of the following:
The number of people staying in any accommodation must not exceed the maximum occupancy as specified when making your booking and only those listed as party members on your booking may stay in the accommodation.
Being family friendly holiday parks, our holiday experience is built around the expectations of both families and couples and not groups. Please therefore note that:
Should you break our groups policy, we may terminate your holiday effective immediately without refund and require you to leave the park.
Health & Safety:
Including the use of Waterside Group operated CCTV on our Parks, we take all reasonable measures to ensure the health and safety of you and your party (which includes all of the things that we are required to do by law, the Health and Safety Executive and the local authority). This may mean that at certain times we have to close a facility, however we will make sure that we re-open as quickly as possible, and that we let you know of any issues as soon as they arise.
Emergency access: If there is an emergency on park, we can enter your accommodation without notice.
It is also extremely important to us though that you follow our rules and advice whilst you are with us. More than anything we want you to enjoy your holiday, so we will not weigh you down with lots of petty rules, but there are one or two that are especially important.
Swimming Pool Safety – Children under 8 years old (or who cannot swim and are under the age of 14) must be accompanied by a responsible adult. The responsible adult can supervise 2 non-swimmers but must ensure that they do not go out of their depth. All swimming pool users are required to do exactly what our lifeguards ask. Regardless of the presence of lifeguards, you remain responsible for the behaviour and safety of all the children in your party at all times.
Enjoying your Hot Tub ….. where applicable:
Firstly, we appreciate your understanding and patience as we cannot guarantee that your Hot tub will be at its optimal operating temperature of between 37°C and 38°C immediately after you have checked in to your accommodation. This is due to the fact that prior to your arrival, your Hot Tub will have been completely emptied, cleaned, and refilled to maintain the required standards of cleanliness. Re-heating the volumes of water involved takes time.
We sincerely want you to enjoy use of your Hot Tub, and for you to do so in a safe and secure manner. With this in mind, on the one hand we test both chemical balance and water quality twice a day. On the other hand, we have to insist that you observe the following when using your Hot Tub:
e-Scooter Safety – Unfortunately there are increasing numbers of reports of e-scooter batteries overheating and combusting whilst being recharged. Due to the potential fire risk, for your safety and that of your fellow guests, we must insist that you do not charge these in your holiday accommodation.
Recreation:
We ask that you do not use a drone, powered model aircraft or any other powered flying object on the park.
Skateboards, roller skates/blades and scooters and e-scooters should be used with care and attention to others. As these cannot be used on public roads/highways, we ask the same on our park roads to avoid accidents and incidents, for the safety of all park users.
In line with our Park Rules, ball and other games must not be played within the confines of your Pitch so as not to cause damage to cars or caravans or become a nuisance to other guests. All ball games should take place in areas specifically set aside for this.
Vehicles and Parking:
There is designated parking alongside or adjacent to your holiday home for 1 car. If you bring more than 1 car you may need to use additional parking provided, however we cannot guarantee this will be by the holiday home. Please note we do not permit jet-skis, boats, lorries, vans or other commercial or sign written vehicles on our parks.
At all times when driving through the park please give way to cyclists and pedestrians, keep to the left and within the 10mph speed limit.
We do have public electric vehicle charging points, but our Parks are unable to supply the electricity required to support vehicle charging at your accommodation. (In the absence of a public charging point at Osmington, guests are welcome to use the charging points at both Bowleaze Cove and Chesil Beach). The additional load on the accommodation’s supply would result in the increased risk of electric shock and a trip hazard from any charging cables that would be in use. We insist therefore that you do not use the accommodation’s electricity supply to charge your vehicle.
Also, we regret that we cannot accept supermarket food deliveries on park so as to restrict commercial vehicle access for your safety.
Leisure Time:
Where issued, the facility passes that you receive on check in give you free use of our swimming pools, sauna & steam rooms, and our gymnasium, along with our licenced entertainment venue and some organised children’s activities. These facility passes are valid from the day of arrival until 12pm on your day of departure. There may be other activities on park which are available for an additional cost, i.e. SPA access and treatments. Not all treatments are suitable for everyone, but you can find out more from our SPA brochure or by talking to a therapist. It is advisable to pre-book treatments and SPA time to avoid disappointment.
We strive to ensure that park leisure and entertainment facilities are readily available during their advertised opening times. The park cannot guarantee access to these venues, for example due to capacity being at its maximum permitted level i.e. due to limited seating or because the weather may add pressure on indoor facilities at particular times of a day. The park will not be able to refund you for any loss of enjoyment as a result of not being able to enter a specific venue at a specific time arising from the venue being full, closure due to utilities issues or any similar circumstances.
We reserve the right to close any park venues with no notice period, although we will try to give as much notice as possible and communicate with you in a format that is quick i.e. e-mail or text message. Closure of any venue(s) whether it be for a commercial decision or in the interest of safety does not imply a refund or partial refund against your holiday booking with the park. Where possible the park will always try, where physically possible, to ensure another facility is available to use and enjoy during your stay with us – providing it safe to do so.
Pooch Policy – bringing your dog on holiday with you:
You are welcome to bring your dog (or 2 small dogs, i.e less than 15kg each) along on holiday with you in selected accommodation – please ask reception at the time of booking. We do ask if you are bringing your dog(s), that they wear a collar and identity tag and are kept on a lead at all times whilst outside your accommodation. Inside the accommodation they must sleep in their own beds (brought by you).
So that everyone on our Parks can enjoy their holidays as much as possible we ask that dogs are not left in the accommodation unattended, as they may get nervous. Whilst we would love them everywhere we have to consider our other guests therefore the Park facility buildings and leisure complex are pet free locations, but these restrictions do not apply to guide dogs.
We do reserve the right to request the owner of any dog to remove it from the Park if we consider it to be a nuisance or to interfere with the general comfort of our other guests. But of course, we hope this does not happen as it would impact your holiday too.
N.B. If you have a very small dog, please be aware that the gap between the balustrades on your decking can be up to 10cms.
Banned Dog Breeds:
In the interest of safety and wellbeing of all or our guests and team on park, certain dog breeds are not permitted on any Waterside Holiday Group Park. These are dogs to which the Dangerous Dogs Act applies which include, but are not restricted to, Pit Bull Terrier, Japanese Tosa, Dogo Argentino, Fila Brasileiros and American Bully XL. If you are in any doubt about whether your dog is on the banned breeds list, please contact Reception prior to booking to confirm that your breed of dog can be accepted.
Assistance Dogs:
It is a legal requirement that assistance dogs are entitled to occupy ANY accommodation that we provide. For this reason, we cannot therefore guarantee that any of our accommodation has NEVER had a dog staying in it.
Smoking:
By Law, please note that smoking is not allowed in any of the buildings or accommodation that we provide. Smoking includes tobacco cigarettes, vaporisers and e-cigarettes. We do our best to ensure that all guests do not smoke in these areas and have clearly signposted smoking areas outside public buildings. If you do smoke, please do so outside of your accommodation since if it is apparent that smoking has taken place in your holiday home, additional cleaning costs will be charged.
Waste Collection:
All refuse should be placed in the general and recycling bins placed for your convenience around the park.
Lost/Forgotten Property:
If you realise once you have left us that you may have left something behind, please call us on 01305 833103. Every effort will be made to locate the missing item; however, we are not liable if this isn’t possible or if it is damaged. When we find your item, we will return it to you, but you will be asked to cover the postage cost.
Personal Possessions whilst on holiday:
Security and safety are our priority at the Waterside Holiday Group, and we take all reasonable steps to ensure our guest’s wellbeing and hope that there will be no cause for concern during your holiday with us. However, guests are responsible for their own belongings and need to remember to secure any vehicles and bicycles and refrain from leaving any valuable items on display. If you are bringing expensive items away with you, we would advise that you check any personal insurance policy (if applicable) to ensure they are adequately covered. We cannot accept any liability for loss or damage to your belongings unless caused by our negligence.
Check-out Time:
In order that we can maintain our industry-leading standards of accommodation preparation, the check-out time is at 9.30am. Please remember to give us back the holiday home keys, along with the barrier pass, and always leave your accommodation in a clean and tidy condition. If, when you pack to leave us, you realise that you have lost or misplaced your holiday home keys, a charge may be made for the key and the tag, and if necessary, the changing of the lock. Having returned home, if you realise that you mistakenly packed the key and you return it to us, a refund may be made. No refunds will normally be made in the event that you unfortunately have to leave us earlier than planned, please see our cancellation policy for further details.
Leaving early?
We sincerely hope that you do not have to however, if you do, we don’t typically offer a refund unless you are leaving because we are in serious breach of our obligations to you.
Looking after your accommodation:
We all know that accidents can happen so if this is the case whilst you are staying with us and damage is caused to the accommodation or its inventory, and that damage is caused by you or a member of your party, we have the right to reclaim this cost from you. This may include any additional cleaning costs. We may also access your accommodation at a reasonable time during your holiday to check on the condition of things. As previously stated, if there is an emergency, we have the right to enter your accommodation without prior warning.
Putting things right – how to report issues and complaints and how we will respond:
We will do all we can to ensure you have an amazing holiday with us, however sometimes things can go wrong. If we have fallen below the standards you expect from the Waterside Group, please see below what to do to make us aware and we will endeavour to sort it out to your satisfaction:
Bowleaze Cove Holiday Park & Spa
Bowleaze Cove
Weymouth
Dorset
DT3 6PP
Chesil Beach Holiday Park
Portland Road
Weymouth
Dorset
DT4 9AG
Osmington Mills Lodge Park
Osmington Mills
Weymouth
Dorset
DT3 6HB
Tregoad Holiday Park
St Martins
Looe
Cornwall
PL13 1PB
When you make a booking with us you are agreeing to buy our holiday and to follow our terms and conditions. We have the right to refuse your booking request if we do not have the availability or if we think you would be unsuitable guests at our park. The agreement starts when you have made your booking and we have confirmed it either by post or by email.
When making a booking, we require details of your permanent home address and may check this against publicly available records to prevent fraud and to ensure we can contact you by post before or after your holiday with relevant information should we need to. All guests in your party may be required to produce proof of their residential address such as a recent bank statement and/or photographic identification such as a driving licence or passport.
Whilst the agreement is between us and you, the lead booker, you are responsible for ensuring that each member of your party knows about and agrees with these terms and conditions.
We will do our best to give you a great holiday, and we accept responsibility for anything that has gone wrong that we should have foreseen or prevented. We will deal responsibly, reasonably, and proportionately with any issue or claim for loss or damage that is our fault, and we will never try to avoid responsibility for things that the law says we cannot.
We cannot though take responsibility or pay compensation for things beyond our control that destroy or damage our accommodation or facilities. Things beyond our control include fire, flood, explosion, storm or other weather damage, break-in, criminal damage, riots or civil strife, industrial action, natural or nuclear disaster, war or threat of war, actual or threatened terrorist activity, and epidemics.
We do our best to ensure accuracy within our brochures, websites and any other form of social media or advertising when published. In relation to your accommodation, we use a variety of makes and models of holiday homes within each of our grades of holiday accommodation. As a result, photos and floorplans are representative of the specific grade and will not necessarily be an exact match for the individual holiday home you are allocated on arrival. Please also note that you cannot copy anything from our brochure or website without our written permission.
On occasion, we arrange bookings of some holiday homes as an agent of the Holiday Homeowner. If you book one of these holiday homes, then your contract will be with the Owner of that holiday home and not with us however these terms and conditions still apply.
In booking a holiday with us, you provide some personal information about your party and yourself and agree that we can use this information to:
If you require more detail about how we handle your information, a link to our Privacy Notice is available in the footer of our website.
We do understand that you may wish to capture your holiday fun and excitement for posterity however please understand that you cannot take photos or film in our swimming pool areas. Occasionally we employ professional photographers to take photos of these and other facilities. Whilst we will do our best to give you prior notice of such activity, if you object to being in these photos please let us know so that we can do our best to remove you from the shot. With this agreement however, you give us the rights (free of charge) to use anything containing your image that was taken while you were with us.
As we are based in Dorset, we are bound by English Law. This means that whilst we would hope it never came to it, if it did, we agree that English Law would apply to this agreement. If things went really wrong, we both agree that English courts would oversee any decisions.
This document last amended 23rd August, 2024