Booking Terms & Conditions
All the details
Your holiday booking is a contract between yourself and Away Resorts Ltd (The Company) and binds you and all the members of your party. As the lead name, it is your responsibility to ensure that all members of your party accept the terms of the contract set out in 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. We reserve the right to decline or terminate the booking of any guest(s) whose party make-up or behaviour interferes or may interfere with the general comfort of other guests or member of staff or the safe operation of the park. In this event no refunds will be made.
General Booking Conditions
Mill Rythe Holiday Village and our facilities are intended for use by individuals, families and authorised groups. We are only able to accept bookings from groups that have been authorised by Mill Rythe Holiday Village & Away Resorts Ltd. We welcome groups of friends, family members, clubs and associations for short breaks or longer at our discretion. Please call 02392 460044 for further details and offers for group bookings. The person making the booking is responsible for the booking and by signing that he/she is over 21 years of age also warrants that the party is exactly as stated on the booking form and that he/she is included on the form and will be present. Any changes to a booking requested by a guest are only allowed by prior agreement and written consent from The Company and we are happy to do this completely free of charge. The Company reserves the right to refuse any booking which, in The Company’s opinion, may be unsuitable either by reason of numbers, composition, false declaration or any other reason. The Company reserves the right to terminate any booking for whatever reason at their absolute discretion.
If You Cancel Your Booking
As soon as you know you need to cancel, call the Guest Services Team on 02392 460044 and confirm the cancellation in writing. The letter must be signed (where possible) by the person who made the booking. If you have not taken out our cancellation plan, cancellation charges are calculated as follows from the date your written instructions are received:
56 days or more we will charge you Deposit
43-55 days: 30% of holiday cost
29-42 days: 50% of holiday cost
8-28 days: 90% of holiday cost
7 days or less: 100% of holiday cost
If you have not arrived by 9am on the morning after your break was due to commence or contacted the park to confirm when you will arrive, we will assume that the break is cancelled and the total holiday cost including the cancellation plan and insurance premiums will be forfeited.
It may be necessary to cancel your holiday due to illness, accident or change of circumstances. If you have taken out our cancellation plan, payments arising from cancellation may be covered as detailed below:
Park Cancellation Plan
The Park Cancellation Plan is designed to protect guests from forfeited deposits and other payments made towards the holiday cost, in the event that they are forced to cancel their holiday on the park. It is strongly recommended on all holidays where the total holiday cost exceeds £30. The cost of the plan is £4 per person for breaks up to 4 nights and £6 per person for breaks of more than 4 nights, per booking regardless of age, as shown on the booking form.Holidays with a total cost of less than £30 are not covered under this scheme and refunds in respect of these holidays cannot be made. The scheme covers holiday cancellation only. Guests are advised to arrange their own insurance cover for personal possessions, vehicle breakdown, emergency expenses, medical expenses etc. Refunds under the scheme will be made in respect of cancellations provided the following conditions are met: Notification of cancellation is made immediately and in any case before the date of arrival and confirmed in writing. A doctor’s medical certificate or other evidence is provided to show that the cancellation was unavoidable. Only members of the party included on the Booking Form and their immediate families are covered. The cancellation must relate to actual and certified illness, death or accidental injury, jury service, court of law witness summons and, provided the person is over 21 years of age, redundancy.
Changes to Your Holiday
We try very hard to provide all facilities and entertainment as advertised, however it may be necessary to make some alterations in advance of or during your holiday. We will try to avoid making changes to your holiday during your stay. If any changes are necessary, we will endeavour to advise you as soon as possible. In some circumstances, and at the discretion of The Company, we may be able to give you the options in the section entitled ‘If we cancel your booking’ (see below). Please also see the section below entitled ‘Availability of facilities and entertainment’. We cannot accept responsibility or compensation for circumstances such as *force majeure. *Force Majeure means circumstances beyond our control including (but not limited to) industrial disputes, natural disasters, fire, technical problems, bad weather and acts of government.
If We Cancel Your Booking
We always endeavour not to change the date or cancel your booking, but in exceptional circumstances this may be necessary. We will inform you of the change of date or cancellation as soon as possible and you will have the following options. You can either:
accept the alternative arrangements as notified to you
choose another available break from us at the advertised price
cancel your holiday with a full refund of any money you have paid In other circumstances, including those arising from force majeure* (see above), we do not pay compensation.
Deposits and Payments
A £25 deposit per person is required for all accommodation bookings. If your total holiday cost is £50 or less you are required to pay in full upon booking. The full price of your Park Cancellation Plan premium (£4 per person, up to 4 nights and £6 per person for more than 4 nights) must also be paid with all deposits. Deposits are not refundable. The Company must receive the balance of monies due at least 8 weeks prior to the date of arrival. Should this not be forthcoming The Company reserves the right to re-let the accommodation and shall not be liable for any loss or damage arising in consequence thereof. In the event that The Company is unable to process any booking due to non-availability of the requested accommodation, the total deposit will be refunded.
Information About Your Holiday
Arrival & Departure Times
Your accommodation is ready for you from 4pm (Ambassador and Celebration rooms will be ready by 2.30pm) on the day you arrive, once it has been cleaned and prepared for you. We are happy to welcome you to Mill Rythe Holiday Village earlier and as soon as your accommodation is ready you may move in. Please vacate your accommodation by 10am on your day of departure so that we may prepare for our next guests. Your cooperation is greatly appreciated.
If you are likely to arrive after 7pm on the first day of your stay, please call us before 5pm to let us know. We can then make arrangements for you to collect your keys. Unless you notify Mill Rythe Holiday Village, you must claim your accommodation by 9am on the day after your holiday was due to start, otherwise your booking will be treated as cancelled with no refund obtainable.
If you have any special requests regarding your holiday accommodation or your meals please let us know when you book and confirm your request in writing either by post or email including your telephone number in case of any query. We endeavour to meet all requests; however we cannot guarantee this and it is not a condition of booking.
Guests with Disabilities
We are happy to provide, in advance, as much advice and information as possible to people with disabilities who wish to holiday at Mill Rythe Holiday Village. For some facilities and entertainment venues, wheelchair access may be limited. Please note that some accommodation may not be suitable for electric wheelchairs due to their weight and size. All requirements must be confirmed to us in advance, in writing or via email. Special requests cannot be made a condition of your booking as they are always subject to availability.
Cots, Highchairs & other items for hire
Travel cots and highchairs for accommodation are available at a charge of £10 per item per break including VAT. A £10 deposit is also payable. Your travel cot or highchair will be delivered to your accommodation. This deposit is returnable to you once the travel cot or highchair is taken back to Guest Services in the condition it was hired, at the end of your holiday. Please remember to bring your own cot linen. Travel cots and highchairs are subject to availability. Please request at the time of booking. Other items can be hired such as wheelchairs and mobility bookings. Please contact Guest Services for availability and bookings.
The supervision of children on the park is the responsibility of their parents or guardians at all times. Particular attention must be paid to children in the playground and swimming pool areas. The club activities form part of our entertainment programme, and are not childcare facilities. We do not provide supervision of the children during sessions. It is important that you always know where your children are, and that you know the times that the activities start and finish. It is particularly important that you make sure that your children understand that they should always obey the instructions of the Entertainments Team members, Sports Instructors and Lifeguards, so that the possibility of accidents can be reduced.
The operation of a business, buying, selling or trading under whatever conditions is strictly prohibited on the park without the express authority of The Company. No excessive noise is permitted in the grounds, accommodation units or camping site after midnight. The management may evict persons who abuse this regulation. The Company cannot be held responsible for any loss or damage to personal property or persons howsoever caused. Please note that the flying of kites is not permitted at Mill Rythe Holiday Village.
Your Holiday Environment
Our park is situated in a rural and costal location, partly covered by an Area of Outstanding Natural Beauty, and adjacent to Sites of Special Scientific Interest or Conservation Areas. These areas may be unfamiliar to you, and because of this it is advisable to acquaint yourselves with your holiday environment as soon as you arrive. Walking over grassy and often undulating ground, or through wooded parkland may also be unfamiliar, and contain aspects of wildlife such as rabbit holes that you and your children need to avoid. Local Authority planning constraints, that help to preserve the rural nature of Mill Rythe Holiday Village, also limits the amount of street lighting we can provide in some areas of the park. It is also intentionally reduced to assist children to sleep at night. So please take care when walking around the park and remember that you are in an unfamiliar environment, particularly at night. It is always advisable to carry a pocket torch to assist you and to avoid any accidents. In line with current legislation, please note that all venues at Mill Rythe Holiday Village are designated non smoking areas. We do not allow smoking in any of our accommodation.
Please Take Care
Please treat the property, accommodation and facilities at Mill Rythe Holiday Village with respect and care so that other guests may continue to enjoy them. In the event that you notice damage to any facility or in your accommodation please report it to Guest Services immediately so that we may take appropriate action.
In accordance with UK licensing laws, we can only sell alcohol to persons aged 18 or over. We may require you to show proof of age using an approved form of identification. We accept the following forms of ID: full passport, a new style driver’s licence incorporating a photograph, a valid proof of age card.
Whilst we will do our best to meet requests for specific accommodation, we cannot guarantee allocation of specific units or areas. Guests should be aware that at busy times clean linen, high chairs and travel cots may not be delivered until 4pm or later on their day of arrival. Any wilful, malicious or negligent damage will be charged to the holiday guests and may result in immediate termination of the holiday, without refund, as well as possible legal action. The Company reserves the right to enter any accommodation unit on the park whilst it is let in order to inspect and effect any repairs that may be found to be necessary. If you have any friends who wish to visit you while you are staying with us, please contact Guest Services. In most cases they will be issued with a day pass however this may not always be possible for operational reasons.
Please inform the Duty Manager via Guest Services should you suffer from an infectious illness whilst you are on holiday. For the protection of our guests and staff, anyone found to have such an illness may be confined to their accommodation or requested to leave the park.
The Company’s Swimming Pool policy is displayed in both pools and entry into either pool will be deemed to confirm that guests accept and will abide by this policy. The lifeguard’s decision is final in all matters of pool safety. Please check with the park for the opening times of our outdoor pool. The indoor swimming pool is subject to seasonal opening times. Please contact us for details. Children under 8 years old must be accompanied by an adult in the water of the swimming pool. The operation of our park is subject to legislation and the guidelines laid down by the Health & Safety Executive and Local Authorities and their codes of practice. We accordingly reserve the right to adjust our services in order to meet these standards.
Holidays booked directly with The Company and charged in accordance with the current published tariff are fully inclusive of the supply of linen and provision of electricity and gas and entrance to the park’s facilities. The Company reserves the right to make a supplementary charge for any of the above should a booking be made through a third party or agent.
We reserve the right to increase prices where there is an increase in Value Added Tax, any other tax applicable to your holiday, for operational reasons or if a break is subject to high demand. Please note that all prices shown are inclusive of VAT at the current rate.
Availability of Facilities & Entertainment
It is possible that in some circumstances accommodation, entertainment or a facility may have to be temporarily 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 alterations in the above circumstances without prior notice, and are unable to accept liability for the loss of an advertised facility, or to pay compensation for any inconvenience caused. Should changes occur, we will advise of these changes, where made prior to booking, and will endeavour to advise guests already booked of any changes made thereafter.
The information you give us in connection with your booking is held securely on our computer system and dealt with in accordance with the Data Protection Act. By providing us with the information you are deemed to accept this and to have the consent of all members of your party to this. We keep this information to help us improve our service to you and to provide you with relevant information about our products and services by telephone, e-mail and post. We will contact you to keep you informed of our latest news and offers. If you would prefer not to receive this information from Mill Rythe Holiday Village then please let us know in writing at Mill Rythe Holiday Village, 16 Havant Road, Hayling Island, Hampshire PO11 0PB. We will not disclose this information to any person outside Away Resorts Ltd, other than our agents and contractors for the purpose of carrying out your instructions, unless we are legally required to do so or for the purpose of crime prevention. We use CCTV cameras on our park for crime prevention and safety reasons.
We take every care to ensure that the details are accurate. Photographs taken of the park and other photographs included in this website are intended for guidance only.
We try to ensure that this brochure has all the information you need to book the right holiday for you. Should you have any queries or special requirements not covered here please call Mill Rythe Holiday Village on 02392 460044. If you are dissatisfied with any aspect of your holiday, please speak to a member of our Guest Services Team in the first instance. In most cases they will be able to help you immediately so that you can enjoy the rest of your stay. However, if you are still dissatisfied, you must see the General Manager and record your complaint.
If, at the end of your holiday, you feel that we have not dealt with your complaint satisfactorily, please write to the General Manager at Mill Rythe Holiday Village no later than 28 days after the end of your holiday. We are only able to take action on any complaints that are first brought to the attention of the General Manager whilst you are on your holiday and secondly received in writing, by the lead named guest, within 28 days, unless there are exceptional circumstances. It is necessary for Mill Rythe Holiday Village to impose these limitations so that we have the opportunity to resolve any problems that may occur.
Mill Rythe Holiday Village is owned by Away Resorts Ltd. A Company incorporated in England and Wales. Registered Address: Away Resorts Ltd, 41 The Marlowes, Hemel Hempstead, Herts, HP1 1LD. Registered in England No: 6458827