Terms & Conditions

1. Introduction to these Terms and Conditions

These terms and conditions apply to bookings made online, by phone, in person or through a booking agent are included below. By completing a booking, you are indicating that you have read, understood, and agree to the terms and conditions below.

The terms and conditions that are in force at the time when you make your booking are those that apply to your booking, unless we provide you with a copy of our new terms and conditions. Please remember to read and check the terms and conditions each time you make a booking with us as they may have changed. 

These terms and conditions do not apply to private lettings made directly with a caravan holiday home owner.

If you find that any of the information on your booking confirmation is inaccurate, please get in touch with us or your booking agent right away.

a. Definitions under our terms and conditions

Here are some definitions of terms we use in our terms and conditions so that everyone is clear: 

‘you’ and ‘your’ – the lead guest that makes the booking; 

‘us’, ‘we’, ‘our’, or ‘Meadow Bay Villages’ – Meadow Bay Villages, which is a company registered in England and Wales at 100 Avebury Boulevard, Milton Keynes, MK9 1FH, with company numbers 15512564 (Billing Aquadrome Holiday Park), 15512576 (Hayling Island Holiday Park) and 15512610 (Golden Leas Holiday Park).

‘both’ – both Meadow Bay Villages and you;

‘agreement’ – the contract between us based on: (i) these terms and conditions; (ii) your booking confirmation; (iii) any conditions we refer to on our website; (iv) any additional special offer terms and conditions; and (v) anything else we agree in writing;

‘party’ – the individuals listed on the booking;

The ‘park’ – the holiday park you have chosen for your holiday; and

‘lead guest’ – the lead booker and contact point for the booking who must attend the holiday booked.

b. Contact us

Here is how you can contact us;

By telephone – 01604 408181 (Billing Aquadrome Holiday Park), 023 9355 2796 (Hayling Island Holiday Park) and 01795 874874 (Golden Leas Holiday Park).

By email – [email protected] (Billing Aquadrome Holiday Park), [email protected] (Hayling Island Holiday Park).

c. Questions

We have put together some answers to frequently asked questions:

Billing Aquadrome

Hayling Island

2. Your booking

When you receive your booking confirmation, please contact us or your booking agent as soon as possible if any of the details are incorrect. It will detail any booking extras you have purchased. Please note that you are not allowed to re-sell our holidays or act as an authorised agent.

a. Meadow Bay Villages holiday package

If you have booked direct with us, your holiday includes your accommodation or touring pitch and access to our swimming pools, leisure facilities and activities, bars, restaurants, takeaways, supermarket, arcades and entertainment venue, subject to availability and the current booking requirements being met, and the showing of your pass. Each member of your party included on your holiday booking will receive a pass and it is this that gives you access to the facilities. Some activities and facilities are subject to a small charge. We will let you know via email how you can book these activities closer to your holiday.

b. Group bookings

Members of the same family and/or friends who make multiple reservations at the same park on the same date and who meet the following criteria: (i) have known each other in the past; (ii) are travelling together; (iii) live at the same address; or (iv) are travelling for the same reason, like a local event, will be regarded as a group. If you would want to travel in a group that would occupy four or more caravan holiday homes or pitches, then get in touch with us. We will not charge you a booking fee for making a group booking. 

If you do visit one of our parks as a group and are unruly or antisocial, we will tell you and your entire party to leave the park immediately without refund.

c. Other guest restrictions

We aim to provide a great experience at all of our parks for all families, friends and couples and in order to achieve a friendly, family atmosphere for all of our guests, we reserve the right to refuse or cancel bookings (without refund) from

1. Individuals younger than 21 years;
   
   2. All adult groups, such as hen, stag, or any other parties that disrupt other guests;
   
   3. Lone travellers (should we determine that your visit doesn’t align with our family-oriented values); or
   
   4. Anyone else we think may spoil things for other guests;
   
   5. Anyone who is violent, verbally abusive or aggressive to our teams either before or during the holiday.

 We don’t knowingly allow any guest to use or visit our parks who: (i) has an unspent criminal conviction; (ii) has an entry on a criminal register (including the sex offenders’ register); (iii) has any record of any order indicating antisocial behaviour, violence, abuse, public disorder, or criminal damage or any other form of antisocial behaviour; (iv) is a convicted sex offender, subject to the notification requirements of the Sexual Offences Act 2003; or (v) is subject to a Risk of Sexual Harm Order or Child Abduction Notice. If you don’t disclose this information about yourself or any other member of your party, and it later becomes known to us, we reserve the right to cancel your booking and require that you, and the other members of your party, leave the park, without refund.

3.  Planning for your holiday

a. Cancellation Insurance

When you are looking forward to a holiday, it can be disappointing to have to cancel because something has happened. We strongly recommend taking our travel insurance to cover your holiday.

b. Your party details

Please check your booking confirmation as soon as you receive it because it’s only the people on the booking confirmation that can occupy our accommodation and use our facilities. Please make sure you tell us as soon as possible if any of the details of your booking change after you have made your booking. If anyone not on your booking confirmation is found in occupation, we will cancel your booking and all guests in your booking, as well as unauthorised persons, will be asked to leave the park immediately and without refund.

The total number of people coming with you (including children and babies) cannot be more than the capacity of your caravan holiday home or pitch. In most cases, this will be 6 or people maximum for caravan holiday homes and 6 for touring pitches.

c. Bringing a baby

If you need a cot or highchair, you need to ask for it when you book and we will do our best to get you one. A hire charge is payable for these items and a £10 deposit is required which will be returned to you at the end of your holiday. Please note that most holiday homes will not fit a cot in the bedroom and recommend that the living room is the best place to put them.

d. Bringing your children

We have lots to do on our parks and our activities can fill up quickly so you will need to book these before you go or as soon as possible after your arrival. We will do everything we can to keep you and your children safe at Meadow Bay Villages, but your children remain your responsibility at all times.

e. Food allergies

All of our team members in food and beverage are trained in food allergen awareness. If you have a food allergy or special dietary requirement, please talk to one of our team members before ordering your food.

f. Dogs

We welcome (well-trained) dogs in different grades of our caravan holiday homes and pitches for a small charge. Up to two dogs are welcome in designated accommodation and touring pitches (pup tents are not permitted). We do not accept listed under the Dangerous Dogs Act which are: Pit Bull Terrier, Dogo Argentino Fila Brasileiro, Japanese Tosa and XL Bully.

Dogs must be kept on a lead at all times whilst on our parks and the lead guest is responsible for the behaviour of your party’s dg. If you have a dog that is disrupting other guests, we will ask you to take them away. Should we have concerns about the safety of others, or that your dog may not be under control, we will ask you and your party to leave the park without refund.

g. Bringing a vehicle to park

We will do our best to give you a parking space next to your caravan holiday home or pitch – but we cannot guarantee this. If you are planning to bring something that is not a car (a lorry, van, motorbike or boat, for example), please check with the park before you book. Branded vehicles or vehicles with signage on the side are not allowed on park and will be turned away. 

The current speed limit on our parks is 10MPH. Please observe all road signs and the traffic management system in force. All legal requirements of the public highway apply on the park e.g Vehicle fit for purpose and safety, qualified drivers only, vehicle lighting and crash helmets. All vehicles must be taxed, insured and MOT. No drink or drug driving is permitted. Pedestrians and wildlife must be given priority.

h. Touring or glamping

Our standard pitches are 6m x 8m and four people are included. Each individual pitch can accommodate a maximum of 6 people. The pitch price includes 4 people and the additional 2 guests are chargeable. You can only bring one tourer or motorhome (trailer tents are not permitted) onto each pitch booking and you must pitch onto your allocated pitch (unless directed otherwise). Your unit, awning or gazebo, must fit within your pitch area and addition tents are not permitted. If your unit is on the large side, please call us before you make a booking. There is a charge for awnings, gazebos and additional vehicles. Please check what you can bring and what you can do before making a booking. We do not accept tents nor trailer tents.

i. Special requests

Please let us know when you book if you are celebrating something special while you are with us. We will always try our best to fulfil any special requests (caravan holiday homes near each other, certain location on the park, for example) but these cannot be guaranteed. Please do speak with the park before making a booking with us if you have any special requests. 

4. Paying for your holiday

a. What you will pay

Like most things to do with travel, the prices of our holidays change depending on availability. If guests book their holiday close to the arrival date then fluctuations in price will occur on a much more frequent basis, so it is advisable to book early. You will find up-to-date prices on the website, although we can only confirm the exact price of your holiday when you book. Any quotation obtained prior to booking is subject to change. We guarantee that the price shown on your booking confirmation for the accommodation and party size is the amount payable by ou but reserve the right to increase or decrease prices our holiday prices and other charges any time before booking. Once you have booked and paid your deposit, we will not change your holiday price unless the VAT rate changes or we both agree.

b. How to pay

Debit or credit card: the easiest way to pay for your holiday is by debit or credit card on the Meadow Bay website under My Booking. You will need your booking reference number and surname to make a payment.

Cheque: if you are paying by cheque, please ensure you have written your booking reference number on the back of the cheque. There is a £20 administration charge for any cheques refused by your bank and we do not accept post-dated cheques.

c. Deposits and when to pay

If you book more than 6 weeks before the start of your holiday, you can either pay the full amount or a 20% deposit with the balance due 6 weeks before your holiday arrival date. If you book 6 weeks or less before the start of your holiday, you will need to pay in full at the time of booking. 

i). From 21st October to 15th January 2025, you can secure your holiday with a low deposit of £25. Full balance of the 20% deposit will be required on or before 31st January 2025. Then normal terms and conditions will apply where your balance for your holiday cost is due 6 weeks before your holiday arrival date.

Your booking will only be confirmed once your deposit has been paid and deposit payments are non refundable and non transferable. Your booking confirmation will show your balance due date. It is your responsibility to pay the balance when it is due as we may cancel your holiday and you will not get your money back.

5. Changing or cancelling your plans

a. Changing your booking

We know that peoples plans change so if you decide to change your booking, we will do our best to meet your needs. Unfortunately, this may result in a higher price or may not be available.

It may be possible to add more guests to a booking or change a name. Please do call the park if required and we will always do our best to help.

Please note that all requests to change your booking must be made by telephone and by you (lead guest).

b. Cancelling your booking

In the event that you must cancel your booking, please contact us as soon as possible by phone and confirm your cancellation in writing at [email protected]. To avoid any problems or delays, please make sure to include your booking reference number. Only the day we get your formal email confirmation will your cancellation take effect. Our cancellation fees are listed as follows: –

We regretfully cannot reimburse any money you have paid if you must, for whatever reason, shorten your holiday once it has started.

c. If we have to change or cancel your holiday

We do everything we can to provide the great holidays we advertise on our website. Very occasionally however, we find that we can no longer provide the holiday people have booked or, in exceptional circumstances, find we need to cancel your booking. If this happens to you, we will advise you or your booking agent as soon as possible and offer one of the below options.

1. A replacement holiday that’s the same as the one you booked.
2. A replacement holiday that is less expensive than the one that you booked at the original booking date (together with the price difference).
3. A full refund.

Please note that in the event of your booking being cancelled due to adverse weather, we will do our best to move your booking to an alternate date and/or park, but refunds will not be provided. We recommend taking out appropriate insurance.

d. Refunds

If we issue you a refund, we will return your money in the same way you made your original payment – back to the same payment card, for example. If you have used coupons or vouchers to pay for your holiday, we may be able to transfer them to another holiday with us but, unfortunately we cannot refund coupons or vouchers.

6. When you are on holiday

a. Checking in and checking out

You will receive your arrival information via email/SMS prior to your arrival on park. Please keep a look out for arrival information updates. 

Please bring your booking confirmation reference number. Check in for caravan holiday homes and glamping pods is from 4pm. Check in for touring pitches is from 2pm. 

Fully paid accommodation will be held until 12noon on the day following your holiday start date.

Check out time for caravan holiday homes and glamping pods is 10am and we reserve the right to remove any items remaining in your accommodation after this time. Please remember to give us back the keys and always leave your accommodation in a clean and tidy condition. You are welcome to use the park facilities on your departure day. Check out time for touring pitches is 12noon.

b. Activities and entertainment

you will need a pass to access our swimming pools, entertainment venues and activities. Some activities are provided at a small charge. Please note that our entertainment and activities programme may be reduced outside of school and bank holidays.

We will always do our best to ensure that the advertised act or show goes ahead as planned however, if they cannot make it, we will do our best to replace them with similar acts. Sometimes we may make an alteration or withdraw certain activities, facilities and/or entertainment shows, if required for reasons outside of our control.

c. Accommodation

If, on arrival at your caravan holiday home you find issues with the cleanliness or maintenance of the accommodation, you must report this to a member of the reception team at reception. Our team will then organise to correct any issues you have experienced with the accommodation as soon as they can.

d. Activities

Guests that have booked activities must arrive prior to the start of the session as full health and safety briefings are given. If you are late and have missed the safety briefing, for your own safety you may not be able to take part in the session. The Manager has overall responsibility for health and safety of the activity ad can stop the session or ask a participant to leave at any time. In this case, no refund will be given.

e. Meadow Bay wi-fi

All of our caravan holiday homes are fitted with super fast wi-fi and this is included in the price of your holiday for gold, gold plus and platinum caravans and the Brook, Hideaway and Retreat glamping pods. All other accommodation, super fast wi-fi is an additional cost. Log in details are provided within your welcome pack.

f. Keeping you safe

We do everything we can to ensure you and your party are safe. If there is an issue at a certain park and we know about it, we will inform you before you make your booking. It is important that you follow our advice for staying safe while you are with us on your holiday. Please note that if one of your party is under 8 years of age or cannot swim and they want to use our swimming pools, they must always be in the water with a responsible adult. One adult can be responsible for up to two children under 8 and must make sure that non-swimmers or beginners don’t go out of their depth. We also ask that everyone in and around the water does exactly what our team ask, because your safety is our number one priority. 

We want you to have fun at our parks, but we need to ensure that we keep you safe and for that reason, we do not permit owners or guests to fly drones on park.

In the interest of safety and to comply with the Road Traffic Act 1988 the use of Mini Mokes, Electric powered or Petrol Driven Scooters and E Scooters are not permitted on our parks.

g. Personal belongings

You and your party are responsible for looking after your belongings. Please remember to secure any vehicles or bicycles and please do not leave any valuables on display. If you are bringing anything valuable on holiday you should check you have adequate insurance cover. We cannot accept any liability for loss or damage to your belongings unless it is due to our negligence.

h. Photography

Please note you are not allowed to take any photographs in our swimming pools or changing areas.

i. Smoking, drugs and offensive weapons

There’s no smoking of vaporisers, e-cigarettes and tobacco in any of our public buildings or accommodation, and we do our best to make sure guests do not smoke in these areas. We do have outdoor smoking areas, and these are clearly signposted. We have a zero-tolerance policy on illegal drugs, firearms and offensive weapons. If you take illegal drugs or any other illegal substances or are in possession of a firearm or offensive weapon (including pellet guns, ball-bearing guns, orbees guns, other propellent guns or any other replica firearms), we will ask you to leave the park, without refund.

j. Cutting your holiday short

We hope you’ll have such a great time with us that you don’t want to leave. But if you do end up going home early, we won’t offer you a refund

k. Damage to accommodation

We hope you don’t have any mishaps while you’re with us. But if your accommodation is damaged by you or someone in your party during your stay, we have the right to recover the cost of this from you, including any extra cleaning costs. We may also go into your caravan holiday home at a reasonable time (and on reasonable notice) during your holiday to check the state of things. Any damage to your accommodation could result in your booking being cancelled, with no refund. If there’s an emergency, we can come into your accommodation without warning.

l. Lost property

Let us know as soon as you realise you’ve left something behind. We’ll do all we can to find it, although we’re not liable if this isn’t possible or if it’s damaged. If we find it, we’ll return it to you, but you will have to cover the postage costs.

m. Expected behaviour

We want you to have fun but not at the expense or enjoyment of others, or without impacting our ability to provide a family friendly environment for everyone. Any violent, aggressive, anti-social or abusive behaviour will not be tolerated. You and your party will be asked to leave immediately if any such behaviour is displayed. We reserve the right to decline or cancel any future bookings with Meadow Bay Villages if you or your party display any such behaviour.

n. BBQs, fires and fire pits

BBQs are allowed, however they must not be set up directly on the grass, the company’s outdoor furniture, or the decking since they could melt or catch fire. Please stay away from petrol bottles and only use BBQs on raised, non-flammable surfaces.

Fires and fire pits are not allowed.

o. Park environment

Open water features including ponds, rivers, lakes, and dykes can be found at our parks. Please make sure you are familiar with the park’s layout and that you are keeping an adequate eye on children and vulnerable adults. 

7. If you need to complain

Even though we’ll do all we can to give you a fantastic holiday, things do sometimes go wrong. Here’s what to do if you need to complain:

1. If there’s something wrong with your accommodation or holiday, tell the Reception Team at the park straightaway so we can try to put things right. Claims may be reduced or rejected if we have not been given the opportunity to put matters right or investigate your concerns.
2. If you holiday is over and you’re still unhappy, you must, within 14 working days of your departure date, email us at [email protected]. The email must be completed / written by you (the lead guest) as you’re the person we made this agreement with. Please make sure you write your booking reference number on your email and include your daytime and evening phone numbers.
3. We’ll review and investigate your complaint, and we’ll try to respond back to you within 14 working days of receiving your email.

8. The small print

a. The holiday agreement

When you make a booking request, you’re offering to buy one of our holidays, and you’re agreeing to follow our terms and conditions. We do have the right to turn down your booking request – if, for example, we don’t have the space, or we think you’d spoil things for our other guests. The agreement between you and us starts when:

1. we accept your booking and deposit – and give you a booking confirmation; or
2. we confirm your booking online or by phone; or
3. your booking agent confirms your booking.

Our agreement is with you, as the lead guest. Don’t forget that you’re making an agreement with us on behalf of everyone coming to the park with you. It’s up to you to make sure that they all know about these terms and conditions and accept them. The agreement lasts until you and your party leave the park.

b. When things are our fault

We’ll do our best to give you a fantastic holiday, and we accept responsibility for things that go wrong that we should have foreseen or prevented when you booked. We’ll deal reasonably and proportionately with any claims for loss or damage that are our fault.

c. Things beyond our control

Unfortunately, we can’t take responsibility or pay compensation if we cancel or change your booking in any way because of events beyond our control. Neither can we accept any liability for any injury, loss or damage you suffer because of events beyond our control. Some of the things we mean by ‘events beyond our control’ are fire, flood, explosion, storm or other weather damage, break-in, criminal damage, riots or civil strife, industrial action, natural or nuclear disaster, epidemics or pandemics, adverse weather conditions, war of threat of war, actual or threatened terrorist activity, and unavoidable technical problems with transport.

Please note that in the event of your booking being cancelled due to adverse weather, we will do our best to move your booking to an alternate date and/or park, but refunds will not be provided. We recommend taking out appropriate insurance.

d. Using your personal data

When you book with us, you’ll be giving us some personal information about you and the other people coming with you. We may use and process such personal information in accordance with our privacy policy which can be found at privacy policy. You may choose to provide us with information about your health or the health of members in your party, so we can assist you with any disability needs. This information will only be used for the purpose(s) for which you provide it to us.

We’ll only talk to you (or your booking agent) about your information. By booking with us, you’re agreeing that we can use the information in accordance with our privacy policy, you’re confirming that everyone who’s coming on the break with you understands how we will process their personal data. If you’re using a booking agent or other provider, make sure you look at their privacy policy to find out how they’ll use your information.

e. Accuracy of our website

We do our best to make sure that the information on our website is accurate when we publish it. Please note that the photos, layout plans, artists’ impressions and so on are there to give an impression of what it’s like at Meadow Bay Villages. So please don’t take them as gospel. Some facilities may vary between the parks – please read park-specific information carefully. Accommodation décor, size and layout may also vary between grades and parks. Not all accommodation is identical to the pictures shown on the website.

f. Copyright

You can’t copy anything from our website (even photos) without our written permission. 

9. HHS Sign Up Competition

Holiday Home Sales Sign Up Competition ‘Win a VIP Owners Break!’ Terms and Conditions

1. To enter, you must join our mailing list with your email address and full name
2. The competition will run from 04/11/2024 until 31/01/2025
3. The winner will be drawn by 01/02/2025
4. The winner will be contacted via email by 28/02/2025 and the prize must be redeemed within 1 month
5. The competition winner will receive a 4 nights owner experience in a caravan for a family of 4 (2 adults and 2 children) and there is no cash alternative
6. The break must be taken during non-peak times throughout 2025 or 2026
7. The competition is in no way associated with Facebook or Instagram
8. By entering the competition you agree to receive marketing communications from Meadow Bay Villages, you may change your preferences at any time.

10. Holiday Vouchers

Vouchers are valid for use within one year of purchase. After this period, the voucher will expire and cannot be redeemed. Vouchers can be redeemed against holidays and activities at Billing Aquadrome and Hayling Island. No cash change or credit will be given if the value of the voucher exceeds the total transaction amount and no cash alternative is offered. They  cannot be refunded or canceled once purchased or issued, except as required by law. Meadow Bay Villages reserves the right to modify these terms and conditions at any point without prior notice.

Updated 08/11/2024