Terms & conditions of booking

Planning your holiday

Arrival and departure times Accommodation is available from 4.00pm. We ask that you vacate your accommodation by 10.00am on your day of departure. Guests arriving early are welcome to check in and enjoy the Resort facilities until their accommodation is ready.
Late arrivals If you expect to arrive after 6.00pm please let the Resort know to arrange key collection.
Non-arrival Unless the Resort is previously notified, accommodation unclaimed by 8.00am on the day following your holiday start date will be treated as a cancelled booking.
Bed linen Bed linen is provided with all holiday bookings booked by telephone or online. If hiring a cot, you will need to bring your own cot linen.

Self-Catering All cooking items, crockery and cutlery are provided. Please bring washing up items, towels, toiletries and your personal holiday belongings.

Special requests

If you have any special requests regarding your holiday accommodation please advise us when making your booking and confirm your request in writing. Please include a telephone number in case of any query. We will endeavour to meet your requests, but we are very sorry that these cannot be guaranteed. Unfortunately we cannot take requests for accommodation to be located in specific areas of the Resort or for specific accommodation units. We cannot guarantee that two or more units of accommodation booked by the same person or members of the party will be situated together, although every effort will be made to meet your requirements.

Your booking

Your total holiday cost The price shown on the website or quoted by telephone is for the holiday dates and accommodation you choose. This includes the Gurnard Pines Leisure Club membership passes element mentioned below. Add to this all supplements for ferry travel, cots, highchairs, towels, additional services and other activities etc., not forgetting Personal Insurance & Car Breakdown cover, to arrive at the total holiday cost.
Price guarantee All prices are inclusive of VAT (where applicable). We guarantee that once you have paid the required deposit we will not change your holiday price unless you make a change to your booking. We reserve the right to amend the VAT element of prices in the event of a change in the rate of VAT. Customers are reminded that our brochure prices and charges are subject to change and may go up or down in response to changing market pressures.
Deposit payments The deposit of £80 is a non-refundable booking fee covering the administration costs we incur in processing your reservation. The full cost of your Insurance Cover must be paid with your deposit.

Paying the holiday balance Deposits are deducted from the full amount, leaving a balance payable 8 weeks before the start of the holiday. This date is clearly shown on your holiday confirmation and balance reminders will not be sent. If the balance is not received by the due date, the holiday will be treated as a cancellation.

Bookings made within 8 weeks of the holiday start date are payable in full.

Credit and debit card payment A charge of 2% will be added to all credit card transactions. No additional charge is made for payment by debit card. Credit and Debit cards will normally be authorised and charged to your account the same day or the next working day and you may also authorise us to charge the balance payment automatically on the balance payment date to the same credit or debit card by:

* informing Reservations at the time of booking,

* telephoning us on 01983 292395 before the balance payment date,

* or instructing us to do so when making your on-line booking.

Other payment methods Cheques can only be accepted if received before the balance payment date (more than 8 weeks before your arrival date). All cheques and postal orders must be made payable to Gurnard Pines. Please do not send cash or post dated cheques. We are not responsible for payments lost in the post. Postal orders should be sent by registered post.

All payments sent by post, including credit or debit card authorisations, will be processed on the day they are received and will not be held until the due date.
Your final confirmation Please keep your final confirmation safe as this must be presented on arrival. Holiday payment can be made in full or by deposit to secure your holiday booking.
Transfer of ownership You may not advertise, use, give or resell your holiday or any discount offer associated with it or offer to do so (for profit or otherwise) or use it in connection with a competition, promotion, business and charitable or any other similar venture without our express advance written permission.

Special and promotional offers All offers are subject to availability at the time of booking, and to specific offer terms and conditions, and may be withdrawn at any time. These offers only apply to the promotional period stated, and cannot normally be combined with any other offer.

Ferry travel Please see section below for relevant terms of ferry travel organised by Gurnard Pines.
Privately owned accommodation Certain accommodation is not owned by us, but managed and let by us on behalf of the owners. Where owners are not registered for VAT an additional handling fee of 17.5% (inc. of VAT) is incurred, making the price for similar accommodation identical. 
Errors Whilst every effort is made to avoid changes or errors, we're only human. Please check and/or query the details and price of your chosen holiday at the time of booking.

Quotations While our Reservations Staff will always try to give accurate responses to telephone enquiries and bookings, we cannot  accept responsibility for such information unless it is confirmed by us in writing and signed by a duly authorised member of staff.

Correct information We always do our best to ensure that published information is correct when it goes to press. Please refer to our website (www.gurnardpines.co.uk) for current details. Facility and activity opening times shown in the information booklets are an indication only and may vary from time to time.

Ferry Travel

Travel bookings Ferry travel by car ferry may be offered as an inclusive basis on certain bookings, subject to specific conditions, or at an additional charge. Charges will be advised to you by Gurnard Pines at the time of booking and may vary to tariffs advertised by the service provider.

Ferry inclusive bookings Where an offer is made for inclusive ferry travel, this subject to availability and is based on one return car ferry crossing for 1 standard size car with up to 6 passengers. Supplements will be charged for larger vehicles or more passengers, and/or additional vehicles. Car registration is required at the time of booking. Where ferry travel is offered as an inclusive option, this cannot be transferred or exchanged for any other offer or discount and has no monetary value.

Confirmation of ferry travel details Details of ferry arrangements will be confirmed to you on or with your confirmation. Please check the details and all you need to do is quote your ferry reference at the port where the tickets will be issued. Please arrive at the port at least 30 minutes before your departure time.

Amendments to ferry travel Any amendments to any ferry travel booked by Gurnard Pines must be made through Gurnard Pines and not directly with the relevant service provider. There is a charge for all amendments.

Conditions of carriage Where an offer is made for additional ferry travel, all party members are subject to the terms and conditions of the relevant service operator. Full details are available on request. Your contract is with the relevant service operator and Gurnard Pines cannot be held responsible for any delays, cancellations or other consequences resulting from these arrangements.

Leisure Club Membership

Leisure Passes For every guest a Leisure Pass is included in the holiday price, allowing use of the swimming pools. This must be presented when requested. Passes can be collected at Reception on arrival, and should be kept safe as there is a charge for replacing lost passes - please check at Reception for details. The cost of these Leisure Passes is based on the capacity of your accommodation and is included in your holiday price and is shown for your information only: £15 per week per adult, £8 per week per child (aged 5 to 13).
All holidaymakers names are registered at the club on the Park. To comply with Local Club Licensing Laws, all names and addresses must be registered a minimum of 48 hours in advance.
Off-peak season availability of facilities On selected dates venue opening hours may be reduced. It may be necessary at the beginning or end of the main season to withdraw or amend certain facilities according to demand and other factors. The company reserves the right to alter or withdraw amenities, facilities or any part of the programme or activities either advertised or previously available without prior notice.
Extra charges Your holiday cost includes the use of all the swimming pools and outdoor play area. Certain facilities and activities are subject to an additional cost or refundable booking deposit and some facilities may be restricted on selected dates. Guests are welcome to use their own sports equipment, or can hire equipment at the Park for a nominal charge.

 

Resort Regulations

Health & Safety The operation of our Resort is subject to legislation and the guidelines laid down by the Health & Safety Executive and Local Authorities and their codes of practice. We reserve the right to adjust our services in order to meet these standards. In extenuating circumstances accommodation, entertainment, sports activities or any facility may be withdrawn, due to maintenance, renovation, adverse weather conditions, changes in governmental legislation, or any other factor outside our control. We reserve the right to make such changes without prior notice, and are unable to accept liability for the loss of an advertised facility, or to pay compensation for any inconvenience caused. Where possible, we will advise of any significant changes prior to booking and endeavour to advise guests already booked of any significant changes as they occur. Certain facilities have height and/or age restrictions, and session bathing may be provided in the Indoor and Outdoor Pools at certain times - please check at the time of booking.

Dangerous substances/items You may not bring any shotgun, knife, firearm, air weapon, fireworks (including sparklers), illegal substances or similar item to the Resort under any circumstances.

Safety regulations You are required to follow any safety advice provided to you:

* Diving is not permitted in any part of the swimming pool.

* Take particular care not to do anything which might cause a fire.

*Barbecues are not permitted in accommodation or at all during periods of risk of grass fires. You will be advised during your holiday if this is the case.

* Fireworks (including sparklers) may not be brought or used at Gurnard Pines.

* Do not enter or attempt to use any facility that is closed.

Property and environment Please keep to prepared roads, paths and tracks at all times and treat all property and facilities carefully and appropriately.

Smoking Policy As a result of recent Government legislation, it is now illegal to smoke inside enclosed public buildings in England. No smoking areas will be clearly designated and outdoor smoking areas provided. We ask holidaymakers to respect these regulations. We do not allow smoking in any accommodation. However, we cannot guarantee that any accommodation has been smoke free. 
Age restrictions Due to space considerations and licensing laws, some venues have age restrictions at certain times. 
Selling alcohol We are only permitted to sell alcohol to persons aged 18 or over. Proof of age may be asked for, such as the following forms of ID: full passport or a new style driving licence incorporating a photograph. We reserve the right to refuse to sell alcohol to anyone who is under the age of 18, or appears to us to be under 18 (and cannot prove they are over 18), or we, in our sole discretion, consider to have been drinking excessively. We will not sell tobacco based products, solvent based products or allow the use of gaming machines in contravention of current legislation.
Food and drink The taking of food and drink into any of the Leisure Club's bars or restaurants is strictly forbidden. Only food and drink purchased on the premises may be consumed there. The consumption of alcohol in public areas of the resort is prohibited and is restricted to the restaurants, bars and individual accommodation units. Guests may be requested to give information as to their place of accommodation if requested to do so by a member of the staff.

Lost property If you leave property in your accommodation after leaving, whilst we will endeavour to do everything within our remit to return the item, we cannot be held responsible for any loss or damage.

Conditions of booking

The Holiday Contract A contract between you and Gurnard Pines is made when either of the following booking conditions are met:
1. We accept your booking and deposit payment by issuing written confirmation or
2. When booking by telephone or online, we inform you that your booking is confirmed.

The contract binds you and all the members of your party. It is your responsibility to ensure that all members of your party accept these terms and conditions of booking. Failure to disclose all relevant information or comply with these terms may lead to termination of the contract, and loss of the booking.

If you change your booking Should you wish to make a change after your booking is confirmed, such as the type of accommodation, we will always try to meet your request. However, this is subject to availability and a charge of £20 per alteration will be payable, in addition to any amendment charges levied by ferry service operators. Substantial changes, such as different dates, will be treated as a cancellation (see below).

Changes must be made at least 8 weeks before the holiday start date, and be confirmed to us in writing or by telephone by the person who made the booking.

Changes requested within 8 weeks of the holiday start date will be treated as a cancellation, and subject to cancellation charges as outlined below.

 

If you are prevented from taking your holiday, please contact Reservations at the earliest opportunity. We will do our best to assist. You may not, under any circumstances, transfer your booking to anyone without our consent. We will not consent to a transfer where the person or party concerned does not meet our requirements.

If you cancel your booking Should you wish to cancel your holiday please call the Resort immediately on 01983 292395, and they will advise you of the procedure. Cancellation will not take effect until we receive written confirmation sent by recorded delivery. If this is not received before your holiday is due to start no refund will be given.

Cancellations more than 56 days in advance of your holiday start date:

If you are covered by our Cancellation Plan then cover is provided for cancellations arising from Illness, Bereavement, Redundancy or Jury Service within 56 days of travel. Proof in the form of a doctor's certificate, employer's or court notification will be required in writing by recorded delivery prior to your confirmed holiday start date. If you comply with our Cancellation Plan procedures then you will be entitled to transfer your booking subject to an administration charge of £20.00 and you will be liable only for the new holiday balance. If you do not wish to transfer your booking then you will lose your deposit and Cancellation Plan premium, and be subject to an administration cost of £20.00, but will not be liable for any further payments.

 

Cancellations 56 days or less before your holiday start date:

If we receive your written cancellation 56 days or less before your holiday start date, a fee will be charged as follows:-

No of weeks before start Cancellation date that notification is Charge as % of received total holiday cost:

·         More than 8 weeks = Full Deposit

·         More than 6 but not more than 8 = 50%

·         More than 4 but not more than 6 = 75%

·         4 weeks or less = 100%

Please note that some separate charges such as insurance and Cancellation Plan charges are non-refundable. Please phone our reservations team on 01983 292395.

 

Cancellation Plan may only be taken out at the time of booking. The minimum charge is £100 per accommodation unit cancelled. Where repaid, payments made by Credit/Debit Card will be repaid to the same Card. If you do not take out our Cancellation Plan or cover of your own NO REFUND WILL BE GIVEN ON ANY MONIES PAID. Payments made with vouchers or credit notes, which will not be refunded.

If we change or cancel your booking As an experienced and responsible operator, our aim is to provide all the services, facilities and activities as described in our brochure and website. Should it be necessary for us to make any major changes to your booking, or in exceptional circumstances cancel your booking, we will endeavour to advise you and provide the following options:
a) a replacement holiday comparable or superior to the one booked or
b) a replacement holiday together with the difference in price between the replacement holiday and the holiday booked or
c) a full refund 
In addition to the above and provided it does not arise from circumstances beyond our control, we will also pay you compensation for any provable loss. 

Limitation of Liability We accept responsibility for those arrangements of your holiday which are within our control, cannot accept liability for any injury, loss or damage suffered by you or any other member of your party, unless one of the following applies:
(1) there was wilful default by us, our employees or agents
(2) death or personal injury was caused by the negligence of Gurnard Pines, our employees or agents. 

For all claims other than death or personal injury, which result from the non-performance or improper performance of our contract, we will pay compensation that is reasonable in all circumstances. However, our liability to you is limited to the total cost of the holiday amount paid as per your final holiday invoice from Gurnard Pines. Please notify any shortcomings or complaints to the Reception/Duty Manager immediately, so that they can be remedied. Claims may be reduced or rejected if we have not been given the opportunity to put matters right or investigate your concerns.

 

Force Majeure Neither we nor the accommodation owner can accept responsibility or pay any compensation where the performance or prompt performance of our contract with you is prevented or affected by reason or of circumstances which amount to force majeure. Circumstances amounting to force majeure include any event which we or the owners could not, even with all due care, foresee or avoid. Such circumstances include the destruction or damage of your accommodation (which cannot reasonably be remedied to a satisfactory standard before the start of your holiday) through fire, flood, explosion, storm or other weather, damage, break-in, criminal damage or any similar event beyond our or the owners control. Such circumstances also include riots or civil strife, industrial action, natural or nuclear disaster, fire, adverse weather conditions, war or threat of war, actual or threatened terrorist activity and all similar situations beyond our or the owners control.

 

If you cut your holiday short for any reason we are not obliged to offer a refund.

Data Protection Policy Statement

Use of Your Personal Information Gurnard Pines Holdings Ltd is notified (registered) as a data controller under the Data Protection Act 1998. The Data Protection Act places obligations on users of personal information and lays down principles for its use. Information has to be processed fairly and lawfully, and you are entitled to know how we intend to use any information you provide. Gurnard Pines Holdings Ltd will use the personal information that you provide to process your booking and provide you with your holiday. We may also need to pass your information to third party service providers such as insurance companies and travel providers. We will only correspond with the lead customer on the booking.
It is your responsibility to inform all other members of your party what information about them you are providing to us, and what we will use it for. Information about health to enable us to assist with any special needs will only be used for the specific purpose(s) for which you have provided it. Gurnard Pines Holdings Ltd will also:
a) use your information for internal statistical, market research and records purposes
b) use your information to contact you about other holidays or services brought to you by Gurnard Pines (if you do not wish to receive such information please contact the Data Protection Officer, Gurnard Pines, Cowes, Isle of Wight, PO31 8QE).
Use of Cookies. Regarding online customers, our website may use Cookies, a piece of text which asks permission to be placed on your computer's hard drive. Once you agree, your browser adds that text in a small file. A cookie helps analyse web traffic or logs when you visit a particular site, enabling web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.
Improving our online service Traffic log cookies enable us to identify which pages are being used, by which type of customer and develop our website to better meet our customers' needs. We only use this information for statistical analysis purposes, then the data is removed from the system. Denial of a traffic log cookie should not prevent you from using one of these sites.

General

In these booking conditions you and your refers to the person who makes the booking; we, us and our refers to Gurnard Pines (a trading divisions of Gurnard Pines Holdings Limited of Finsbury House, New Street, Chipping Norton, Oxfordshire, OX7 5LI); holiday party refers to those persons named on the booking and any person added at a later date; the Resort means Gurnard Pines, its accommodation and facilities. Please note that all points covered in the Holiday and Booking Information section of this information also forms a part of these Conditions of Booking. All bookings are subject to these Conditions of Booking and to availability.

 

Our agreement is governed by English law and we agree to the non-exclusive jurisdiction of the English Courts. We must both act reasonably in selecting or agreeing any jurisdiction including any forum for dispute resolution. Should any part of our agreement be deemed by law to be void, the remainder of this agreement will, if capable, continue in full force and effect. The headings in this agreement are included for convenience only and shall not affect the interpretation or construction of this agreement. In all cases, except personal injury or death, our liability to you for the total of all claims arising out of your holiday with us is limited to the cost of your booking less any insurance, cancellation and amendment charges. We will not be responsible for any matters that result from any unforeseeable events that are beyond our control. These Conditions of Booking supersede any previous Conditions of Booking issued by Gurnard Pines.

 

Please note we are not responsible for any matter of which you are aware and which you did not bring to our attention before or during your holiday.