These Booking Conditions will form the basis of your agreement with Williams Holidays. They apply only to holiday accommodation which you book with us in the UK and which we agree to make, provide or perform as applicable as part of our agreement with you. References in these Booking Conditions to “arrangements” mean such holiday accommodation.
1. Booking and Confirmation
The first named person on the booking will be the party leader and will be responsible for making all payments due to us. He/she must be at least 18, and be authorised to make the booking on the basis of these Booking Conditions by all persons on the booking. By submitting a booking via our website, the party leader confirms that he/she is so authorised and that all party members agree to be bound by these Booking Conditions. After we receive your booking and all appropriate payments, we will issue a confirmation letter. A binding agreement will come into existence between us when we dispatch this letter to the party leader. Contact us immediately if any information which appears on the letter or any other document appears to be incorrect or incomplete as it may not be possible to make changes later.
English Law alone will apply to our agreement and to any dispute or claim which arises between us out of it. Any such dispute or claim must only be dealt by the Courts of England and Wales.
2. Payment
In order to confirm your chosen arrangements, you must pay a non-refundable deposit (or full payment if booking within 10 weeks of departure). The balance of the cost of your arrangements is due not less than 10 weeks prior to departure. This date will be shown on the deposit letter. Reminders are not sent. If we do not receive this balance in full and on time, we reserve the right to treat your booking as cancelled by you in which case the cancellation charges set out in clause 5 below will become payable. If you pay the outstanding balance after the due date then a surcharge of £20.00 will be added to the cost of the holiday.
3. The price of your arrangements
We reserve the right to amend the advertised prices of arrangements at any time. We also reserve the right to correct errors in both advertised and confirmed prices. Special note: changes and errors sometimes occur. You must check the price of your chosen arrangements at the time of booking. Once the actual price of your arrangements has been confirmed, no amendment will be made to it unless it is to make a correction to an error, or if our costs change as a result of any changes in the exchange rates which have been used to calculate the cost of your arrangements.
4. Amendments
If you need to make any changes to your confirmed arrangements, you must request the change in writing as soon as possible. Whilst we will try to assist, we cannot guarantee that such requests will be met. Where we can meet them, an amendment fee of £25 per person will be payable along with any costs incurred by ourselves and any costs or charges incurred or imposed by any of our suppliers. A change of address or names will not incur a charge.
5. Cancellations by you
If you or a member of your party needs to cancel your confirmed arrangements, the party leader must immediately advise us in writing to Williams Holidays, UK Operations Centre, Unit 215, 2 Lansdowne Crescent, Bournemouth, Dorset, BH1 1SA for the attention of the "bookings dept". Your notice of cancellation will take effect when it is received at our offices. As we incur costs from the time we confirm your booking, we will levy the following cancellation charges: All cancellations incur a charge of £50. Refunds will be made by Cheque or direct banking, we do not refund cards due to refund costs. A 50% refund will be paid if a cancellation is made ten weeks or less before the start date of the arrangements. There will be no refund if a cancellation is made between ten weeks and the start of the holiday.
If any member of your party is prevented from travelling, that person(s) may transfer their place to someone else (introduced by you) providing we are notified not less than two weeks before departure and you pay an amendment fee of £25 and meet all costs and charges incurred by us and/or incurred or imposed by any of our suppliers. .
6. Insurance
We consider adequate travel insurance to be essential. Information about the policy we offer can be found [detail where]. Insurance cover will not be effective until we receive payment of premiums in full. Please read your policy and take it with you on holiday. It is your responsibility to ensure that the insurance cover you purchase is suitable and adequate for your particular needs.
7. Complaints
We work closely in collaboration with the holiday parks. In the unlikely event of a complaint regarding your holiday please go to the park reception and inform the duty staff of your issue, they will endeavour to rectify the problem immediately, failing this, you must escalate the problem to the park director. If after this the problem still remains then contact Williams Holidays using the telephone number supplied on your final invoice.
After returning home should you feel you would like to take the complaint further then a letter must be received in our office within twenty (20) working days - mark your letter for the attention of the Customer Service Manager and post it to the address above. We regret we cannot accept liability for any complaints or claims which do not involve death, personal injury or illness, if you fail to notify the complaint or claim in accordance with this clause.
8. Pursue
On investigating a complaint we find that a false claim has been made so that the individual can benefit from a Williams Holidays reward then we will pursue the individual through the appropriate English law system.
9. Accommodation
We will endeavour to allocate your family in the pitches that you have requested or if you have requested multiple accommodation units to be next to eachother, however if on the rare occasion circumstances arise after the booking that are out of our control which will make it impossible for us to meet your request then Williams Holidays will not be held responsible.
10. Changes and cancellation by us
Because we begin planning the arrangements we offer many months in advance, we must reserve the right to make changes to and correct errors in holiday details both before and after bookings have been confirmed. We must also reserve the right to cancel confirmed bookings. Most changes are minor but occasionally, we may have to make a “significant change”. Examples of “significant changes” include the following when made before departure; a change of accommodation area for the whole or a major part of your holiday, a change of accommodation to that of a lower official classification for the whole or a major part of your holiday and the closure of the only or all advertised swimming pool(s) at your accommodation for an extended period. If we have to make a significant change or cancel, we will tell you as soon as possible and if there is time to do so before departure, we will offer you the choice of the following options:-
(a) (for significant changes) accepting the changed arrangements or
(b) Purchasing alternative arrangements from us, of a similar standard to those originally booked if available (if the chosen alternative is less expensive than your original one, we will refund the difference but if it is more expensive, we will ask you to pay the difference) or
The above options will not be available if we make a minor change or cancel as a result of your failure to make full payment on time. We regret we cannot pay any expenses, costs or losses incurred by you as a result of any change or cancellation.
Very rarely, we may be forced by "force majeure" (see clause 18) to change or terminate your arrangements after departure. If this situation does occur, we regret we will be unable to make any refunds (unless we obtain any from our suppliers), pay you compensation or meet any costs or expenses you incur as a result.
Finally, in the unlikely event that we become unable to provide a significant part of your arrangements after departure, we will make alternative arrangements at no extra charge to you however we will have no further liability. Please note, though, that we cannot be held liable for loss of main services such as electricity or water supplies, nor any actions taken in the vicinity of your accommodation by any person(s) or authority over whom we have no control. Similarly, you should be aware that there may be occasions when an advertised facility is either modified or not available. Such situations may be dictated by local circumstances, breakdown of machinery and/or the necessity for maintenance (eg swimming pools), unsuitable weather conditions, fuel shortages, power cuts and other circumstances beyond our control. If we are advised of this we will endeavour to inform you in advance, but cannot be held liable in such circumstances.
11. Route to the Park
We provide our customers with a route plan to the chosen park, this is to assist you in finding the park but in no way constitutes as the best way or allows for diversions or customer mistakes. We recommend that you purchase a road atlas and take some time planning your journey. It is your responsibility to plan your journey and, if taking a self-drive holiday, to provide a roadworthy vehicle. We will not offer a refund for unused accommodation or travel if insufficient time has been allowed for travelling or you have broken down.
12. Deposits
Breakages and cleaning deposits will be asked for upon your arrival at certain parks. Your holiday confirmation letter will inform you of these. Customers will incur a £10.00 damage waiver charge where the parks that do not ask for a deposit. This charge is included in the cost of your holiday. We ask all Williams Holidays customers to respect the mobile homes and chalets that they are allocated and to leave them in good condition.
13. Park Facilities
Outside July & August some parks facilities may not be fully functional - please contact us for further details.
14. Lost Property
Lost property can be retrieved within two months after your holiday, after such time if the belongings are still un-recovered then they will be given to the local hospital nearest the park.
15. Williams Holidays Staff
Phone calls to our staff at Williams Holidays must be conducted in a civilised manner. Any abusive, threatening or impolite calls will be terminated immediately and the customers account will be cancelled.
Williams Holidays has zero tolerance on such calls.
16. Behaviour
When you book with us, you accept responsibility for any damage or loss caused by you or any member of your party. Full payment for any such damage or loss must be paid direct at the time to the site owner or manager or other supplier. If you fail to do so, you will be responsible for meeting any claims subsequently made against us (together with our own and the other party's full legal costs) as a result of your actions.
You also accept and agree to be bound by the rules and regulations of the suppliers of the services and facilities which make up your holiday (copies available on request). We cannot accept responsibility for the consequences of any breach(es) of these rules and regulations.
We expect all clients to have consideration for other people. If in our reasonable opinion or in the reasonable opinion of any other person in authority, you or any member of your party behaves in such a way as to cause or be likely to cause danger, upset or distress to any third party or damage to property, we are entitled, without prior notice, to terminate the holiday of the person(s) concerned. In this situation, the person(s) concerned will be required to leave the site or other service.
We will have no further responsibility toward such person(s) including any return travel arrangements. No refunds will be made and we will not pay any expenses or costs incurred as a result of the termination.
17. Passports, visa and health requirements
The passport, visa and health requirements applicable at the time of printing to British and Irish citizens for the holidays we offer are shown [detail where]. A full British passport presently takes approximately 4 weeks to obtain. Requirements may change and you must check the up to date position in good time before departure. For European holidays you should obtain a completed and issued form EHIC (formerly E111) prior to departure.
It is your responsibility to ensure that you are in possession of all necessary travel and health documents before departure. All costs incurred in obtaining such documentation must be paid by you. We regret we cannot accept any liability if you are refused entry onto any transport or into any country due to failure on your part to carry correct documentation. If you or any member of your party is not a British citizen or holds a non British passport, you must check passport and visa requirements with the Embassy or Consulate of the country(ies) to or through which you are intending to travel. If failure to have any necessary travel or other documents results to fines, surcharges or other financial penalty being imposed on us, you will be responsible for reimbursing us accordingly.
18. Force Majeure
In these Booking Conditions, "force majeure" means any event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. Such events may include war or threat of war, riot, civil strife, actual or threatened terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire and all similar events outside our control. Except where otherwise expressly stated in these booking conditions, we regret we cannot accept liability or pay any compensation where the performance or prompt performance of our obligations under our agreement with you is prevented or affected by, or you otherwise suffer any damage or loss as a result of force majeure.
19. Our responsibility for your booking
We have a duty to select the accommodation providers with reasonable skill and care. We have no liability to you for the actual provision of the accommodation, except in cases where it is proved that we have breached that duty and damage to you has been caused. Therefore, providing we have selected the provider with reasonable care and skill, we will have no liability to you for anything that happens at the accommodation or any acts
or omissions of the provider or others.
We will not be responsible for any injury, illness, death, loss, damage, expense, cost or other claim of any description whatsoever which results from: -
‑ the act(s) and/or omission(s) of the person(s) affected or any member(s) of their party or
‑ the act(s) and/or omission(s) of a third party not connected with the provision of your arrangements and which were unforeseeable or unavoidable or
‑ 'force majeure' as defined in clause 18 above.
We will not be responsible for any injury, illness, death, loss, damage, expense, cost or other claim of any description whatsoever:-
- where you incur any loss or damage that could not have been foreseen at the time of your booking, based on the information provided by you.
- where you incur any loss or damage that relates to any business activity.
- where any loss or damage relates to any services which do not form part of our contract with you.
For all other claims which do not involve death or personal injury, the maximum amount we will have to pay you if we are found liable to you on any basis is twice the price (excluding insurance premiums and amendment charges) paid by or on behalf of the person(s) affected in total below. This maximum amount will only be payable where everything has gone wrong and you have not received any benefit at all from your holiday.
You must tell us and the supplier concerned about your claim or complaint as set out in clause 7 above. If asked to do so, you must transfer to us or our insurers any rights you have against whoever is responsible for your claim or complaint and provide ourselves and our insurers with all co-operation and assistance that may be reasonably required.