Booking Conditions

Holiday Bookings

1. BOOKINGS

A booking is only accepted and confirmed when you receive a confirmation invoice. Please contact us if the details are incorrect, or if you do not receive confirmation within 5 working days. Bookings are not transferable and for a maximum of 3 weeks.

2. GUESTS

The number of persons, including children and babies, occupying the accommodation or pitch must not exceed the stated number of persons as shown. Facilities and accommodation can only be used by the persons on the booking. Children remain the responsibility of their parents/guardians at all times. We cannot accept young groups except in some circumstances and all reservations must include a person of at least 18 years of age. Dogs are only permitted in specified dog-friendly accommodation.

3. DEPOSIT & BALANCE

We require a deposit of £120 per week or part week per lodge, £100 per caravan or £80 per touring, camping pitch and pod, plus our optional Cancellation Plan. The balance is to be paid 6 weeks before your holiday commences, unless stared otherwise. We reserve the right to cancel your holiday and retain the deposit paid if full settlement of the holiday has not been made within this time.

4. ARRIVALS & DEPARTURES

We aim to have your lodge or holiday caravan available from 3pm on the day of arrival, unless booked through an agency (4pm) or stated otherwise. Touring/camping pitches and pods are available from 12pm on the day of arrival. All accommodation and pitches must be vacated by 10am on the day of departure.

5. ALTERATIONS TO BOOKING

All amendments or alterations to booking details, returned cheques and bank charges are subject to a £20 fee. Bookings may not be transferred to any individual, other than those in the original party, without prior consent of the company. Pitches are bookable for one party only and may not be left onsite for any change of occupancy.

6. SPECIAL REQUIREMENTS

Please make us aware of any special requirements at time of booking. Charges apply for requesting a specific accommodation/pitch or to be with friends. We will do our best to accommodate your needs/requests; however, these are subject to availability and cannot be made a condition of booking. Please note, our park has hilly areas.

7. CANCELLATION

Unless notice of cancellation of your reservation is received in writing no less than 6 weeks prior to the commencement of your holiday, you will be liable for the full amount of the booking. The deposit is non-refundable.

8. CANCELLATION PLAN

We recommend you add our Cancellation Plan. It must be taken out at the time of booking and is £1 per night for touring, camping and pods; £2 per night for caravans; and £3 per night for lodges. It covers the whole party up to the day before your holiday commences against cancellation due to: A. Redundancy or jury service; B. Accident, injury, illness or death of a member of the party or close relation; C. Pregnancy of a member of the party or close relation. We guarantee to return the full amount of deposit and balance paid to Whitehill Country Park, under this plan. Circumstances outside of these do not qualify. Please give as much notice as possible and provide the appropriate authoritative document of your reason for cancellation, i.e. Doctor’s Certificate, Death Certificate, Redundancy Notice. The Cancellation Plan is not a policy of insurance, nor does it replicate all the features of a typical holiday insurance policy. If you require insurance cover you should contact an insurance broker.

 9. TOURING, MOTORHOMES & TENTS

We need to know the size of your accommodation (including any awnings/gazebos) at the time of booking to ensure your allocated pitch is suitable. A mains 16-amp, 15-metre outdoor electric cable is required for Electric and Seasonal pitches. Please use a breathable groundsheet. One sleeping accommodation per pitch. Pup tents to be used for storage only. Max 6 persons and 2 dogs per pitch.

10. CARAVANS, LODGES & PODS

We kindly request that all accommodation is left in a clean and tidy condition. Addition charges may apply if intensive cleaning is required on your departure.  All holidays are self-catering. You are responsible for any loss, damage or breakages that may occur. Please remember that our accommodation is located in the countryside and may at times attract insect such as ants and spiders. It does not mean that the accommodation is dirty or has not been cleaned, cobwebs for example can be spun almost as quickly as they have been cleaned away. All floor plans, layouts, sizes and images are an approximate guide only and there are variations in design, décor and age. Pods have a lighting, heating, mini fridge, kettle, plug socket with USB, a fold-out double bed (plus one single fold-out cubes in Woodland pod). Bedding, crockery and cooking equipment is not provided.

11. HOT TUBS

Please be aware that hot tubs take time to heat up and may not reach full temperature until 6pm on day of arrival. Hot tubs may be used during the hours of 8am-11pm only and require daily checks. Please read the safety advice carefully before use and ensure gates are latched, covers are secured, and children are supervised at all times.

12. CHOOSING ACCOMMODATION / PITCHES

 A £10 supplement applies when requesting a specific caravan, lodge, pitch or pod, subject to availability. Charges may apply when requesting to be with friends. Should we not be able to uphold your request due to circumstances beyond our control, a suitable alternative will be arranged, and we will pay back double the supplement. The suitable alternative will be specified by the company. If a suitable alternative cannot be found, we will reimburse you the supplement and the difference in accommodation price.

13. LINEN

Lodge and caravan beds are made up on arrival. One bath towel per person per stay is provided on arrival. Two robes are provided in VIP accommodation. Linen, towels and robes are not changed; additional towels can be hired from reception. Please provide waterproof sheets for children.

14. SERVICES

Use of accommodation electricity, gas, heating and water are included in the standard tariff. Charges apply for electric vehicle charging.

15. COTS & HIGHCHAIRS 

Travel cots and highchairs are available to hire from Reception on extra cost and must be booked in advance. Bed linen for cots is not provided.

General 

1. OFFERS & PRICES

Prices and offers are correct at time of quote, are subject to change and can be withdrawn at any time. Holiday offers apply to new bookings only, are specific to the accommodation/ dates stated, limited, subject to availability and do not apply to seasonal pitches. Offers cannot be used with any other offers or promotions, unless stated. VAT is applied at the current rate.

2. FACILITIES & ACTIVITIES

Modifications and improvements to accommodation and park facilities are being carried out continuously. While we make every effort to ensure the availability of all facilities and activities advertised, we reserve the right to alter or close certain facilities or activities without prior notice. If such a change is necessary, we will endeavour to update the app what’s on guide and on-site listings soon as possible. The company is not liable in respect of facility or activity non-availability or otherwise due to circumstances beyond our control. A charge may be applicable for selected facilities and activities. Entertainment and use of the outdoor swimming pool is inclusive for all gests. Charges may apply for indoor swimming (See SWIMMING POOLS AND FITNESS SUITE for further details) Facilities on Whitehill Country Park are exclusive to Whitehill guests and Leisure Club members only.

3. SWIMMING POOLS AND FITNESS SUITE

Entrance to the indoor swimming pool is included for Lodge and holiday caravan bookings, an entrance fee will apply to touring, camping and pods guests. Indoor swimming sessions are limited and must be pre-booked. Access to the outdoor swimming pool is available to all guests at no additional cost (Available May-September). Access may be limited at busy times. Children under 14 years must be accompanied into the water by a parent or guardian 16yrs+ at a maximum ratio of 1 adult:2 children. Do not use the facilities if feeling unwell and please ensure young children wear swim nappies. To ensure water quality, unplanned closure may occur if intensive cleaning is required. Please read onsite pool rules and safety information and follow any instructions provided by staff. Fitness suite available to guests ages 16years+ only, subject to successful completion of Exercise Readiness Questionnaire. Smoking, vaping and dogs are not permitted on the poolside. Sun loungers cannot be guaranteed or reserved.

4. ENTERTAINMENT BARS

Children must be accompanied by a parent/guardian at all times. Persons under the age of 18 years are not allowed in certain bar areas without a parent or guardian. Dogs are permitted in allocated areas of the Granary and Hayloft Bars and must be kept on a lead and under close control at all times.  At busy times, seats in the entertainment areas cannot be guaranteed. At certain times, prams/pushchairs may not be permitted. Please treat staff and performers respectfully at all times. Persons whose behaviour is detrimental to the enjoyment of others will be asked to leave the premises and holiday may be terminated.

5. VEHICLES

Please ensure all vehicles are registered to your booking on or before arrival. A maximum of two vehicles can be registered per booking. Automatic number plate recognition is in place to access some areas of the park and only authorised vehicles will be permitted beyond the barrier. Please use main parking area for any additional cars, boats and trailers, which may incur a small parking fee. Caravans and lodges have allocated parking or one vehicle, additional parking cannot be guaranteed. Commercial vehicles are not accepted. Maximum speed 5mph. Take care when driving, expect children and dogs and give priority to pedestrians. To avoid disturbing other guests, where possible, please refrain from driving around the park after dark. Standard highway rules apply. 

6. ELECTRIC VEHICLES

Fast electric vehicle charging points are available in the main car park. Spaces are reserved for electric vehicles only but cannot be guaranteed. Please do not attempt to charge your vehicle using the electricity supply at your accommodation/pitch under any circumstances. Our onsite power supply is 13amp and is not able to support the continuous load required for EV charging, (even when using the supplied emergency ‘granny charger’). This will overload our systems leading to a serious fire risk and electrocution, as well as power outages, damage to your vehicle and park property. Guests will be liable for any damage to park property caused by unauthorised electric vehicle charging.

7. PETS

We accept well-behaved dogs in our touring/camping pitches and specified dog-friendly caravans and lodges. Max 2 dogs per pitch/accommodation, surcharges apply. Dogs must not be left unattended at your accommodation/pitch at any time and noise must be kept to a minimum. Dogs must be kept on a short lead under strict control at all times and only exercised off the lead in the specified exercise areas. Owners are responsible for cleaning up after their dogs at all times. Dogs (unless guide dogs) are not permitted in pods or any other accommodation not specified as dog-friendly. Dogs are not permitted on accommodation bedding or seating. Dogs are welcome in reception, café/bar outside seating areas and certain areas of the Hayloft Bar and Rafters Amusements. Dogs are not permitted around the poolside or park buildings not specified as dog-friendly. We cannot accept breeds listed under the Dangerous Dogs Act and the breed must be agreed before being allowed onto the park. We reserve the right to ask the owner of any dog which causes a nuisance or threat to remove it immediately.

8. ASSISTANCE DOGS

Registered assistance dogs are accepted free of charge and permitted in all public areas of the park. Recognisable jackets must be worn at all times and the relevant paperwork presented on arrival.

9. PET-FREE ACCOMMODATION

Dogs are only permitted in specified dog-friendly accommodation; however, we cannot guarantee that pet-free accommodation has not on occasion been occupied by an assistance dog. Please bear this in mind if you suffer from pet allergies.

10. WIFI ACCESS

WiFi is subject to availability and network conditions and uninterrupted coverage cannot be guaranteed. Free access available in Hayloft Bar and selected accommodation. Access codes available to purchase online for access in all other areas.

11. NON-SMOKING

Public areas and all accommodation are non-smoking.

12. BARBEQUES & FIRE PITS

Charcoal or gas barbeques are permitted, however we kindly ask that these are not placed directly on site grass, decking or park furniture. Campfires, fire pits and wood burning (chopping down trees/fences) is strictly prohibited.

13. LOST PROPERTY

Please notify us as soon as possible of any lost property. A charge is made for returning lost property by post. Lost property is only kept for a short period, after which it is donated to charity.

14. PARK RULES

We aim to provide a relaxed holiday and we make as few rules as possible. Those that do exist are for the benefit of all our guests and therefore we ask you to abide by them. As a family park we ask you to respect the enjoyment of others and refrain from making excessive noise after 10pm. We reserve the right to refuse acceptance or to terminate the visit of any person whose conduct is detrimental to our park or the comfort of other visitors. No refund shall be made and further booking requests may be rejected.

15. PARK ENVIRONMENT

Whitehill Country Park is located in a rural setting, surrounded by working farmland. Farm animals, wildlife, farm smells and the occasional noise from tractors/machinery etc are all part of the countryside experience. The park grounds and the area surrounding your accommodation may be uneven/sloped and the grass may become slippery due to wet weather/dew/frost/ice etc. Please take the appropriate care when walking around park and woods and when accessing your accommodation and park facilities. Provided paths should be used when available and please ensure suitable footwear is worn for the weather conditions. Please take care to respect the flora and fauna of our park. Wilful damage to plants, trees or wildlife will not be tolerated and may result in the termination of your stay.

16. ACCESSIBILTY

Please be aware that the park is located in a rural setting with steep hills and slopes. Vehicular access and allocated parking is available for accommodation, however access to all holiday caravans, lodges and pods be via steps. Please contact us for further information regarding individual accommodation specifications. Accessible, step free shower and toilet facilities are available in our touring/camping area and within our indoor swimming pool. The leisure and entertainment facilities are located within traditional stone farm buildings and are spread across various levels. Step-free access to bars and entertainment venues is available via a ramp. Please be aware that architecture of the historic buildings does not allow us to provide step-free access to all areas including the craft centre and soft play. Unisex/Family shower and toilet facilites are available.

17. COMPLAINTS

We make every effort to ensure that your time with us runs smoothly but if you do encounter a problem during your holiday, please inform Reception immediately so we can conduct a thorough investigation and take remedial action, if required. We ask that when reporting issues, our staff are treated with respect at all times. Abusive language and behaviour will not be tolerated. If you wish to pursue the case following your departure, please write to us within 28 days. Kindly note that no compensation will be considered for complaints first raised after the holiday has ended.

18. LIABILITY

We do not accept liability for any personal injury, loss or damage suffered by you or a member of your party, unless there is wilful default and negligence by the company or its employees.

19. DATA PROTECTION

Information supplied will be stored for the future distribution of our advertising material to you. If you would prefer not to receive promotional information from us, then please contact us. We will not disclose this information to any person outside of the company without your agreement, other than our agents and contractors for the purpose of your holiday booking, unless we are legally required to do so. For our full Privacy Policy please see whitehill-park.co.uk/privacy-policy

Whitehill Country Park Ltd, Stoke Road, Paignton, Devon TQ4 7PF Reg No. 4952001. VAT No. 852 6980 93.