TERMS AND CONDITIONS

As booking agent Broadland Holidays/Waters' Retreats @Hopton (Broadland Management Services) requests customers wanting to book accommodation with us must agree to our standard terms and conditions as laid out below.  Individual properties may also impose additional conditions and these will be sent to you separately if applicable.

RESTRICTIONS
The hirer accepting these terms and conditions must be over 21 and listed on the electoral roll. Sorry, we are unable to accept same sex groups without prior permission, stag or hen parties and smoking is not allowed in any of the properties unless specifically listed in the details.  Pets are only allowed in properties where designated - please check the individual property details for further information.  

BOOKINGS
A deposit will be required within 48 hours of booking to confirm your chosen dates.  The amount is detailed in the booking information of your chosen property.  If the deposit is not received within 48 hours the dates will be released.   In some cases we also require a damage deposit - this will be highlighted at the time of booking.  Generally, the full hire charge will be due a minimum of 8 weeks before the start of your holiday although some properties have specific terms - please check the individual property details.  Provisional bookings will only be held for 48 hours. We require the full names and ages of all guests and these will be required at the time of booking. The full hire charge due date will be given on your booking confirmation and if this is not received the booking will be cancelled and the deposit retained. The full hire charge is due immediately when booking holidays due to start within 8 weeks or less.

CANCELLATIONS
If you have to cancel your holiday you must notify us immediately and confirm in writing within 3 days.
The following cancellation charges will apply:-
* The initial booking deposit will NOT be refunded if your cancellation is received outside of the 8 week period and no further payment has been received.​​
* For holidays starting within 8 weeks, if we are unable to re-let the dates we will retain the full balance already paid less 10% and return any security deposit
* For holidays starting within 8 weeks and we are able to re-let the dates you will be refunded the balance already paid and the security deposit less £60 admin charge


INSURANCE
We strongly advise guests to take out your own holiday insurance to cover accidents, losses, cancellations etc. If you need any assistance with this please contact us.

SECURITY DEPOSIT
Some properties require a security deposit which is refundable within 14 days after your departure unless:- 
* There have been non-registered persons staying in the accommodation
* There has been smoking in the accommodation where it is restricted
* Damage or mess has been caused and not repaired or cleaned
* The accommodation is vacated after published check out time
* There is any damage to the accommodation or its contents
* There is evidence of drug use
* If any safety equipment such as smoke alarms, fire extinguishers etc have been tampered with
* Lights and/or heating have been left on when you leave the accommodation or there has been excessive use/misuse of these during your stay

HEATING/ELECTRIC
Please ensure that the heating and lights are turned off when you are not in residence, especially when leaving the accommodation on your departure day. Failure to do so could result in you losing your security damage deposit.

CLEANLINESS
We pride ourselves on the high standard of cleanliness of the accommodation we offer in association with the property owners and their representatives, please leave your accommodation in the clean and tidy condition in which you found it. Failure to do so may result in the full damage deposit not being refunded.

RENTAL CHARGE
This is in addition to the initial security deposit and must be paid as per bookings (see above).

PAYMENT METHODS
We can accept payments by cheque (please allow time for the funds to clear our account as before this time we cannot confirm your holiday). Unfortunately, we cannot accept payment by cheque for holidays starting less than 8 weeks in advance.  Our bank details will be provided on the booking form to enable you to carry out a bank transfer. Please use your name as reference.  We can also accept card payments but please note that there is an additional surcharge payable.


DAMAGE OR LOSS TO PROPERTY, THE ACCOMMODATION OR ITS CONTENTS
We want you to enjoy your holiday so please report any accidents, losses or damage caused by you or your party immediately. This will then enable us to respond effectively and help us to ensure that your holiday is not unduly affected. Smaller items which are damaged may be replaced by yourselves but the item(s) must be on a “like for like” basis or we may have to retain part of your deposit. Should the damage exceed the security deposit we will take the necessary action to seek full compensation. In the event of loss of keys you will be liable for the cost of replacement of the keys and locks if necessary.

PROBLEMS WITH YOUR ACCOMMODATION
We hope your stay with us is enjoyable and without issues, however, if there are any problems please report them immediately to us, the owner or their representative. However, please give us a fair and reasonable opportunity to rectify the situation or offer suitable compensation. In the event that you are not happy with our response then you must seek legal advice. We ask that you do not make comments, post photographs or videos in any public domain including Facebook and Twitter as any such action could be considered defamatory and leave you at risk of prosecution. Even posting on your own private page is not recommended as anyone can copy and share without your permission.

EVICTION FROM THE ACCOMMODATION
All of the accommodation that we offer is privately owned and we want you to enjoy your time staying.  However, please note that in event of any of the following you will be evicted from the caravan, your holiday cancelled and you will not be refunded:- 
* Unreasonable behaviour by any of the guests – including reports from any neighbours or park officials of antisocial behaviour​
* Additional, unregistered guests being found in the accommodation
* Smoking where prohibited
* Pets where prohibited
* Damage to the accommodation or its contents

USE OF EQUIPMENT
By accepting these terms and conditions you are agreeing to the safe use of all equipment in the accommodation. We will not be considered liable for any injury caused by improper use of any equipment. Faulty equipment must be reported to us, the owner or their representative immediately. You must not use any equipment you do not consider to be in a perfect condition. Any claims of injury must be reported immediately. If you are unsure how to use any of the equipment provided then please contact us immediately. Claims will be thoroughly investigated and prosecution may be sought in the event of fraudulent claims.

DISPUTES AND HARASSMENT
In the event of a dispute then a third party may be consulted in order to resolve matters. Repeated or abusive telephone calls, text messages, written correspondence or other contact will not be tolerated. By agreeing to these terms and conditions you will not threaten legal action in the event that the deposit is not refunded due to any breach of these rules. Any such action will be considered harassment. You will be liable for any additional costs incurred as a result of any breach of these rules.

ARRIVAL AND DEPARTURE
Full arrival details will be issued within one week of your arrival date.  Please check your booking confirmation for the arrival time and take note of the departure time.  A delay in departing from your accommodation could result in the loss of your security deposit.  Unfortunately, it is not normally possible to enter your accommodation earlier than the time stated, especially during peak periods.  However, you are welcome to use the park facilities subject to the purchase of the necessary entertainment passes.

ENTERTAINMENT PASSES
Entertainment passes are required to enter the main complex on the park.  These are not included in the cost of your holiday and should be purchased at the park reception upon your arrival.  However, guests not wanting to use the park facilities during their stay do not need to purchase passes.