Booking terms and conditions
We require a £50 deposit to book which is taken off your balance, the deposit is not refundable; we require the balance and bond to be paid at least 28 days before your holiday.
In addition to the balance of the holiday we also ask a £50 refundable damage bond to be paid which is fully refunded providing the accommodation is left as it’s found, (in a good clean condition and with no damage or excess soiling) the bond is refunded within 7 days.
The lead guest must be over 21 years old to comply with the site rules the properties are on, if we are unsure the lead guest is over 21 we will ask for identification, if there’s no ID available or the lead guest is under 21 we will immediately cancel the booking, asking the guests to leave the park and no refunds will be made.
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.
Paying for your Booking
Where you have only paid the booking Deposit, you are required to send Filey Coast Caravans and Cottages your payment for the Balance and the refundable damage deposit 28 days prior to the arrival date. If you fail to make the balance payment due to us in full and on time we shall be entitled to treat your Booking as cancelled by you and the holiday will be re-advertised for sale.
If you cancel or amend your booking
If you need to cancel or amend your Booking you must email us as soon as possible. A cancellation or amendment will not take effect until we receive written confirmation from you. We strongly recommend you buy adequate travel insurance to cover your holiday in the event that you need to cancel or cut short your stay.
In the event that:
- any Balance required from you is not paid in accordance with the timeframes set out in the Cancellation Policy;
- you do not arrive at the property within 24 hours of your arrival time without notifying us,
Then we shall be entitled to treat your Booking as being cancelled by you.
If we cancel or amend your Booking
We would not expect to have to make any changes to your Booking once it is agreed between you and us, but sometimes problems occur and we do have to make alterations or, very occasionally cancel Bookings, if we cancel your booking we will refund your payment as soon as possible.
It is unlikely that we will have to make changes to your booking arrangements but occasionally, as we make the arrangements for your bookings many months ahead, we may have to make changes both before and after bookings have been made. Or, we may have to cancel confirmed bookings.
While we always try to avoid changes and cancellations, we can make cancellations or changes at any time. Occasionally we have to make a ‘significant change’ if a property is no longer available for your holiday we will always try to move you into similar graded accommodation (views are caravan plot specific so cannot be guaranteed) if the accommodation is of a lower standard we will return the difference paid, however if the accommodation is of a higher grade we will offer it to you and request the difference, we are a small business and will not be liable for the difference in cost.
If we have to make a significant change or cancel your booking, and as long as there is time to do so before the departure date, we will offer you three options:
- You can accept the changed booking arrangements we offer you;
- You can transfer to another booking if we are able to offer alternative arrangements (the price may be different from your original booking and we will refund any price difference if the alternative is of a lower value);
- You can cancel your booking (together with a refund of any amounts you have paid).
For caravan bookings you can arrive at the Property after 4pm (early arrival may be available for an additional fee (first come basis)) on the arrival day and you must leave 10am on the departure date, For bookings at The Bay check in is 3pm and check out is still 10am.
We have a key safe on our holiday homes so you can collect the keys any time after your check in time on your arrival day. If you fail to arrive by midday on the day after the Arrival Date we may treat the Booking as having been cancelled by you and we shall be under no obligation to refund you for money already paid to us.
We send you the check in details by text or email the evening before you are due to go, please inform us if you change your phone number or email address.
Our caravan bookings don't include bedding or towels within the price, we can add it for an extra charge. Bookings at The Bay include bedding and towels within the price.
You agree to pay all monies owed within 28 days of your holiday
You agree to comply with the regulations set out in any property manual or any regulations issued by the park the property is sited on and any other regulations reasonably specified by us from time to time and ensure that they are observed by all members of your party. You agree to keep and leave the Property and the furnishings, including items such as kitchen equipment, crockery and glasses clean and in good condition as you found them.
You agree not to cause any damage to the walls, doors, windows or any other part of the Property nor to do anything that may be reasonably considered to cause a nuisance or annoyance to us or to any other occupier of adjoining or neighbouring properties.
You agree not to smoke either conventional cigarettes or e-cigs or allow anyone else to smoke in the property, you are welcome to smoke outside but please dispose of the cigarette buts when you have finished.
You agree to take all necessary steps to safeguard your personal property while at the Property.
You cannot allow more people to stay in the Property than expressly authorised, nor can you significantly change the makeup of the party during your stay in the Property, nor can you take your pet into the Property unless agreed with us at the time of booking. If you do so, we will keep some of your damage deposit to cover the cost of a deep clean. We will treat any of these circumstances as a cancellation of the Booking by you and we shall be under no obligation to refund you for any fees already paid to us in those circumstances. Any refund will be at our sole discretion.
You agree to allow us or any representative of ours access to the Property at any reasonable time during your stay for the purpose of essential repairs, in an emergency or to ensure you are complying with this Booking Contract.
Every effort has been made to ensure that you have an enjoyable and memorable holiday. If however, you have any cause for complaint it is important that remedial action is taken as soon as possible.
It is essential that you contact us if any problem arises so that it can be speedily resolved. It is often extremely difficult (and sometimes impossible) to resolve problems properly unless we are promptly notified. Discussion of any criticisms with us whilst you are in residence at the Property will usually enable any shortcomings to be rectified straightaway. In particular, complaints of a transient nature
(For example, regarding preparation or heating of the Property) cannot possibly be investigated unless registered whilst you are in residence at the Property.
You may not transfer your Booking or any rights and responsibilities under this Booking Contract to any other person, without our prior written consent.
On arrival at the property please inform us of any damage so we can make a note of it, if you or a member of your party damages the property or the contents please inform us as soon as possible.