Frequently Asked Questions

For further information on the current Low Deposit offer please click www.landal.co.uk/lowdeposit

Yes – as long as your balance isn’t overdue, you can pay your balance in instalments or split payments across cards, by visiting www.landal.co.uk/recall-booking . All you will need is your booking reference number and the surname of the lead booker.

If you want to change any detail of your confirmed booking, we will do our best to make the changes. You can change your accommodation to another type within the same holiday park for the same calendar year up to 8 weeks before your arrival date, subject to availability. There will be an administration fee payable plus any price difference.

Your booking confirmation document will have been sent to you via your preferred contact method (typically email); please note however this can take up to 48 hours after payment.

You can add extras to your booking at anytime by calling us on 0345 498 6186, we will be able to assist with the adding or removing of extras.

Full details of your arrival and departure times will be provided on the first page of your booking confirmation. Check in to your accommodation is usually from 4:00pm however this will depend on the location you have booked – please refer to your confirmation documents to check this. Check out will be by 10:00am. You may be able to use the parks facilities outside of these times on the day of arrival and departure, but please check with the specific location (contact details are available on your confirmation).

The location details on our website list all facilities that are available, all applicable dates and also whether they are included in the hire charge or an extra cost. If you are unsure, then please check with the booking team to clarify the cost of any facilities or details can also be provided on arrival. Entertainment and children’s activities are usually free, but sometimes a club membership fee is charged – please refer to the location details for the park you have booked.

Bed linen and towels are provided in many locations; the accommodation details page will always tell you whether they are included in the hire charge. If there is no mention of bed linen and towels then they will not be provided. Please check accommodation facilities for full details. If you are unsure please check with our booking team.

Should you need to cancel your booking please call us immediately on 0345 498 6186. Please be aware that all bookings are subject to our booking conditions. If you cancel your booking you will be responsible for cancellation charges which are outlined within the booking conditions.

Many of our customers have questions about what might happen after 29 March 2019 when the U.K. is due to leave the European Union.

The political process is still ongoing and we don't yet know the final outcome, however there has been some guidance issued by the government and these are reflected in the ABTA frequently asked questions page. As this is a situation that is rapidly developing, we would recommend that you check back in regularly prior to your holiday.

Making sure you have a great holiday remains our number one priority so please don’t hesitate to contact us if you have any further questions or click here for further information.

It's important you know what to be aware of when it comes to scams - please click here for our top tips on how to protect yourself from fraud.

Once a booking has been confirmed by us, alteration fees will apply should you require us to amend or re-invoice your booking for any reason. See clause 7 of the Booking Conditions.

Start days are usually Friday, Saturday or Monday but where there are other start days, these are clearly shown in the location description. To allow time to prepare your accommodation thoroughly, please follow the guidance times on your confirmation for arrival (usually 4.00pm) and departure (usually 10.00am).

If you are expecting to arrive later than 6.00pm or you encounter delays en route please telephone the park or owner (as detailed on your confirmation) to make arrangements for collection of the keys. Please note that some receptions close at 8.00pm. If your expected arrival is later than this, you may have to arrange alternative first night accommodation at your own expense.

Registered assistance dogs are accepted free of charge at all locations in this brochure, subject to availability. Please bear this in mind if you suffer from pet allergies.

Bed linen is included in the hire charge, unless stated, and beds will be made up where stated. Towels are sometimes provided, and where this is the case, the accommodation details will state whether they are included in the hire charge or at extra cost.

If you have to cancel your booking, please call us immediately on 0345 498 6186. See clause 7 of the Booking Conditions.

At some locations, there may be a change to the normal start day for Christmas and New Year bookings to fall into line with the days of the week on which these public holidays fall.

Your accommodation will be cleaned before your arrival. As a limited amount of time is available to clean between visitors, please help lodge and park owners to maintain their standards by leaving your accommodation and its contents in a clean and tidy condition. Cleaning is not provided during your stay.

If you encounter any problems during your stay, you should contact the accommodation owner/manager so that remedial action, where possible, can be taken. If your complaint remains unresolved, you should contact us on 0345 498 6186 during normal office hours. Please also see clause 19 or B7 of the booking conditions and kindly note that if you do not register any difficulties during your stay, it may not be possible for us to provide effective assistance by way of a retrospective investigation upon your return.

Note: the lodges and parks featured in this brochure are owned and operated by third parties.

Cots and highchairs are available on request at many locations featured. There is often an extra charge for these which will be shown in the description and is payable with your booking charge. Please note that cots and highchairs must be ordered in advance (not all of the bedrooms in your chosen accommodation may be large enough to accommodate cots – if this could be a problem please check with our booking team). Cots are only suitable for children under 2, who may or may not be counted as members of your party – see individual descriptions for details. Linen for cots is not provided.

All distances given in this brochure are approximate, and for guidance only.

The accommodation description will tell you whether electricity and gas charges are included in the hire charge, or whether they are at an extra cost. If charged by meter reading, this will be payable at the end of your stay. If electricity or gas is by card or coin meter, you will need cards (available from reception), or you should take a supply of £1 or 50p coins with you.

Some accommodations allow extra persons on sofa beds or other additional beds. The maximum number of persons is always clearly shown in the description. In some cases, there is an extra person charge, and where this is the case, it will be shown on the price panel. This charge is per week or short break. It is forbidden for unauthorised or undeclared visitors to stay in your accommodation. See clause 14 of the Booking Conditions.

The location details list all facilities that are available, all applicable dates, and also whether they are included in the hire charge, or charged extra. Check with our booking team to clarify the cost of any of the facilities, or ask for details on arrival. Opening dates and times may vary, and there may be age and/or height restrictions on certain facilities and activities. Some activities may also require adult supervision. You should check with us when making your booking to be sure whether facilities or activities will be available to you and all others in your party. Entertainment and children’s activities are usually free, but sometimes a club membership fee is charged.

There may be statutory requirements regarding rod licences and closed seasons in the area you wish to fish. It is your responsibility to check this. Visit www.environment-agency.gov.uk or call the Environment Agency on 0370 8506 506.

The Green Tourism Business Scheme (GTBS) accredits a range of different types of accommodation providers on their efforts to reduce their environmental impact.

We define a ‘group’ as a non family party of three or more. The holiday accommodation we and most of the lodges and parks feature in this brochure has been selected with families and couples in mind – and there may be restrictions on group bookings, including stag and hen parties and those with party members under the age of 18. If you want to make a booking with all of the family together or with a large group of friends, please call our booking team on 0345 498 6004. They may be able to help you to book properties which sleep large numbers and/or adjacent or adjoining accommodation at the same location.

The accommodation details will tell you whether heating is available, and whether it is included in the hire charge, or at an extra cost.

With Awaze Vacation Rentals Ltd, there is no need to shop around. We are so confident that we offer the lowest prices, that in the unlikely event that you find the same holiday accommodation, available on the same day you make your booking (like for like) at a lower price, we will only charge you that lower price. The holiday accommodation concerned must be the same as the one you book with Awaze Vacation Rentals Ltd and must in particular have:

• The same start and end dates;
• Be in the same type/model of unit;
• Be at the same location.

All you need to do is provide us with proof of the lower price you have been quoted by giving us evidence (including the telephone number or the details of the website where the price can be confirmed). We reserve the right to reject claims if reasonable proof is not available or if the holiday accommodation is not the same. The lowest price must be available on the day that you make your booking. If you have written or e-mailed proof of the price, you can just e-mail or fax this to us. If you are sending your proof by post, please send it first class. In all cases, we need proof within 7 days of you making your booking through Awaze Vacation Rentals Ltd. Our Lowest Price Guarantee applies to all UK holiday accommodation in this brochure and on our website. All terms and conditions continue to apply.

For details of how to pay, please see How to Book Your Accommodation on page 371.

The regional introduction and the pets welcome symbol on each location description highlight the many locations which accept pets (though these locations often have some accommodation where pets are not permitted). There are sometimes additional facilities for your pet. There will be a charge for pets at most locations, which will be shown in the description, and pet charges are payable with your final balance (there is no charge for assistance dogs – see ‘Assistance Dogs’). There are restrictions on some breeds and on some animals other than dogs at some locations (even if muzzled). If you are in any doubt, please check with our booking team. Some locations allow a maximum of one dog per accommodation, and only a few will accept more than two by arrangement. You will be responsible for your pet’s behaviour and should bring a basket, as pets are not allowed on the furniture. Please bear in mind that pets should not be left unattended, and that gardens and grounds may not have ‘pet proof’ boundaries. Remember, too, that many public areas and leisure buildings may be ‘out of bounds’ to dogs, and that some popular beaches prohibit dogs at certain times of the year.

Please note that we cannot guarantee that pet-free accommodation will be free of allergens and that it has not been occupied by an assistance dog.

We keep prices under constant review and the prices of unsold products and services may be increased or reduced at any time. We may also correct mistakes in the pricing of unsold products and services at any time. We will confirm the price of your booking when you make it. As changes and mistakes can happen, you must check all details at the time of booking. All prices quoted or otherwise given to you include all charges and any taxes or government charges which may apply to your booking at the time it is made. We can pass on to you, in full, after we have confirmed your booking, all costs or charges the owner makes to us which are connected with your accommodation, including any price increases due to changes in the rates of currency. All prices are for the accommodation and are not on a per person basis.

For the Price Range panels, the low season and high season date ranges are: Low season dates: Jan 6 – May 26 2017, Jun 3 – Jul 21 2017, Sep 2 – Dec 22 2017, High season dates: May 26 – Jun 3 2017, Jul 21 – Sep 2 2017, Dec 22 2017 – Jan 6 2018

Optional Personal Holiday Insurance (including Motor Breakdown Insurance) can be arranged at extra charge (see page 367). You can also upgrade to our Standard Booking Conditions which provide cancellation or curtailment protection. For upgrade charges, see clause 26 of the Booking Conditions. For details of short break prices, see ‘Short Breaks’.

Nearly all of the accommodation which we feature is available for short breaks of 3 nights or more. Short break from prices are shown alongside the weekly prices on the individual price panels.

The start days available are usually Monday/Friday and Tuesday/Saturday, at some locations they offer 'any day start'. For pets, cots and highchairs, a nominal amount will be charged at the owners discretion.

Smoking is prohibited in all enclosed public spaces in the UK. This means that smoking will not be permitted in enclosed communal areas, including on-site restaurants, bars, swimming pools and leisure facilities. No member of your party is permitted to smoke in a property listed as non smoking.

Where an offer reduces the price, this applies to brochure tariffs only – reductions are not applicable to park facilities, pets, cots and highchairs. Only one offer per booking is allowed. Please note offers may be amended or changed. Our booking team can advise of any special offers or last minute deals. Details can also be found on our website.

Please remember it is always worth asking if lodge and parks owners can accommodate any special needs or requirements you may have, such as a non-smoking accommodation, sea views or a specific location, etc. Please check with our booking team.

Kindly note that special requests are not guaranteed. Please see booking conditions for more information. Please also see ‘Visitors with limited mobility’ paragraph on this page.

Every accommodation we feature should contain the following standard equipment, although the styles and size will vary. Each accommodation should be fully equipped and furnished to include fully furnished living accommodation with suite or sofa bed, colour TV, bedrooms with all bed linen supplied unless stated otherwise (except cot linen) and with beds made up where stated, private bathroom or shower room, fully-equipped kitchen with fridge, cooker and ample pots, pans, crockery and cutlery.

Start days are usually Friday, Saturday or Monday but where there are other start days, these are clearly shown in the location description

ll accommodation must meet our own exacting standards to be included in the Awaze Vacation Rentals Ltd brochure. However, where individual parks and holiday lodges have been graded by one of the tourist boards (Visit England, Visit Wales or Scottish Tourist Board), the symbols have been included for your extra peace of mind.

Not all lodges and parks choose to have their accommodation graded, so that doesn’t mean a lack of a symbol implies any less of a standard.

1 to 5 Star grading of overall holiday parks

1 to 5 Star grading of accommodation only

The Gold Award is Visit England’s award for top scoring four and five star parks. Gold Awards are given to individual units on sites with multiple lettings, therefore you should check with our booking team before booking if you wish to stay in the unit which has been given the Gold award.

Visit Scotland have their own Holiday Parks Quality Assurance scheme.

At selected locations, you can view a 360º virtual tour of your holiday facilities and accommodation on our website. This gives you the chance to get an all round view inside your holiday accommodation, or perhaps a look around the clubhouse, swimming pool or grounds.

Some of the locations featured in this brochure are not suitable for visitors with walking difficulties or those with prams or wheelchairs, as they may have steep gradients, steps or stairs. However, some have specially designed accommodations suitable for persons with a disability – please call our booking team who will endeavour to ensure your requirements are met. Please also see ‘Wheelchair Access’.

Information about ‘Wheelchair access’ appears in the park information tower, alongside the location description where some accommodation (the principal rooms* and the surrounding garden or grounds) is accessible to one visitor in a wheelchair. Help from other members of the booking party may be required to assist with some manoeuvres, and access cannot be guaranteed to all of the facilities and grounds at the location. Please self-assess your mobility level using the following accessibility rating system developed by VisitEngland and known as the National Accessible Scheme, then a booking agent at our call centre can assist you to choose suitable holiday accommodation in a location that matches your requirements.

In England only, the following Mobility Impairment categories apply;

Mobility Level 1:

Suitable for older and less mobile guests. If you can climb a flight of stairs, but banisters or grip handles would make it easier.

Mobility Level 2:

Suitable for part-time wheelchair users. If you have problems walking or can walk a maximum of 3 steps, or need to use a wheelchair some of the time.

Mobility Level 3:

Suitable for independent wheelchair users. If you’re a wheelchair user and travel independently.

Mobility Level 4:

Suitable for assisted wheelchair users. If you’re a wheelchair user and travel with a friend or family member who helps you with everyday tasks.

In Scotland and Wales only, the following categories apply:

Category 1:

Suitable for independent wheelchair users.

Category 2:

Suitable for wheelchair users travelling with assistance.

Category 3:

Suitable for someone with limited mobility but able to stand, walk a few paces, and (in some circumstances) up a maximum of three steps.

It is very important that you inform us at the time of booking about any special needs and that you particularly read no. 13 – Disabilities and Medical Problems and no. 18 Special Requests in the Booking Conditions. You must understand that we will pass on details of your special requirements to your chosen holiday park or lodge supplier, but we cannot make any guarantees on their behalf.

* Principal rooms means the sitting room, dining room, kitchen, one of the bedrooms, a WC and a bathroom or shower room.

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 and is provided for pleasure not for business. Bookings are not accepted if they are wholly reliant on the uninterrupted provision of Wi-Fi. Download limits may apply, please check when booking.