Booking Terms
AGREEMENT
MHR Hicks Leisure Ltd is the operating company of Diamond Farm Holiday Park, Gadara, Flat Holm & Steep Holm. References to ‘the Company’, ‘we’, ‘us’ and ‘our’ in these terms and conditions are to this company. References to ‘you’ in these terms and conditions are to you, as the person making this booking and, where applicable, to every member of your party.
TERMS & CONDITIONS
These terms and conditions will be incorporated into your booking when we have received full or partial payment from you. We are unable to accept bookings from anyone under the age of 18.
ALTERATIONS TO YOUR BOOKING
Your booking shall be per the details confirmed at the time of booking.
DIAMOND FARM HOLIDAY PARK – If you wish to amend your holiday, we will charge you an administration fee of £20. Subject to availability, you can make changes until one day before your arrival date.
GADARA, FLAT HOLM, & STEEP HOLM—Your booking is non-transferable and non-alterable within 28 days of your holiday start date. You may alter your booking up to 28 days before your holiday start date.
You may change your accommodation within the same calendar year, subject to availability and payment of any outstanding difference in price. If you wish us to alter your booking, we will use reasonable endeavours to accommodate your request, but no guarantee can be given.
OUR SERVICE TO YOU
We do all that we can to ensure you enjoy your holiday. However, occasionally problems occur, and if they do or you have any complaints about your holiday while staying with us, please contact the reception team immediately, who will respond to you as soon as possible. If, once you have returned from your holiday, you still have any concerns or complaints, you can contact our customer care team via email at info@diamondfarm.co.uk or by writing to us at Diamond Farm Holiday Park, Weston Road, Brean, TA8 2RL. All complaints should be from the lead name on the booking and contain your booking reference number. All complaints should be registered within 21 days from the end of your holiday; otherwise, we will not be able to consider the matter further.
CANCELLATION BY YOU
Should you need to cancel your booking, you should advise us immediately by telephone and then confirm this cancellation in writing by post or email to info@diamondfarm.co.uk, quoting your booking reference number. Your cancellation will only be effective as of the date we receive your written confirmation.
Cancellation & refund policy
- Deposits are non-refundable.
- No refunds/discounts for inclement weather, late arrivals, or early departures.
- Credit notes can only be used within the same calendar year as awarded by management.
DIAMOND FARM HOLIDAY PARK
NUMBER OF DAYS IN ADVANCE
More than 14 days = Booking deposit retained by us; balance refunded to you
Less than 14 days = No refund due
HOLIDAY COTTAGES
NUMBER OF DAYS IN ADVANCE
More than 14 days = 50% refund of total accommodation fee
Less than 14 days = No refund due
CANCELLATION OR CHANGES BY US
We may have to cancel or change some parts of your booking in exceptional circumstances. If we do so, we will tell you as soon as possible before your holiday date, and you may choose to either:
- Accept the changes offered by us
- Receive a full refund
- Accept an alternative holiday with us at the same price.
We do not pay compensation in circumstances where we must cancel your booking, including those arising from 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.
PAYMENT
DIAMOND FARM HOLIDAY PARK
A non-refundable deposit of 15% of the total booking price, not less than £10, is required at the time of booking.
GADARA, FLAT HOLM & STEEP HOLM
A Payment of £100 is required as a non-refundable deposit at the time of booking.
Any balance due shall be paid not less than 28 days before your holiday start date. If payment is not made by this date, then we will assume that your holiday has been cancelled, and we may re-sell the holiday to another guest. Any monies paid up to this point will not be refunded.
PRICES
All prices are current at the time of publishing, and we guarantee that the price of your holiday will be as agreed and shown on your booking confirmation. However, we reserve the right to alter or amend our published prices so long as we notify you of any difference before you book. All prices shown include VAT at the prevailing rate at the time of payment.
SPECIAL OFFERS AND DISCOUNTS
Discounts and special offers may be made in conjunction with our published prices. All discounts and special offers are subject to availability and may be withdrawn without prior notice. Special offers cannot be combined with any other discount or promotion and will only be honoured if mentioned at the time of booking. The price confirmed at the time of booking is the price you will pay; discounts cannot be applied retrospectively. Only one offer per booking.
ARRIVAL AND DEPARTURE TIMES
DIAMOND FARM HOLIDAY PARK—Check-in is from 11 a.m. Late arrivals must notify the park as soon as possible. Your booking will be held for 24 hours. After this period, the management reserves the right to re-let your unit. No refund will be paid in such an instance. Check-out is by 10.30 a.m. on your departure date.
GADARA, FLAT HOLM, & STEEP HOLM – Check and key collection are available from 3 pm. Late arrivals must notify the park as soon as possible. Your booking will be held for 24 hours. After this period, the management reserves the right to re-let your unit. No refund will be paid in such an instance. Check-out is by 9.30 am on your departure date.
STANDARD OF BEHAVIOUR
Our parks are used primarily by families, and we would ask that your behaviour and that of your party reflect this fact. Noisy, offensive, or inappropriate behaviour or actions likely to cause harm to any other guest, members of our staff or anyone’s property at the holiday park will not be tolerated, and we reserve the right to refuse entry to and/or eject any person who, in the reasonable opinion of the management of the park, does not comply with these standards of behaviour. No refunds will be issued in these circumstances. If, in the reasonable opinion of the park’s management, we believe that you or a member of your party may not comply with the above on entry to the park, we reserve the right to refuse entry to any person or groups of persons at our discretion. In such cases, a full refund will be issued to the lead name on the booking.
All children must be properly supervised by parents or guardians throughout your holiday. We reserve the right to deny access to our facilities in the reasonable opinion of the park’s management if we believe that any child or children will be unduly disruptive.
MHR Hicks Leisure Ltd will not tolerate physical or verbal abuse towards its staff. We have a zero-tolerance policy, and you will be asked to leave the park and/or accommodation immediately. In these cases, no refund will be offered.
NUMBER OF YOUR PARTY
The total number of people in your party (including children and babies) must not exceed the maximum capacity of the accommodation as advertised. If these numbers are exceeded, we reserve the right to exclude or refuse entry to any or all members of your party from the holiday park. We have the right to refuse your booking or cancel after bookings have been checked, and/or we reserve the right to refuse entry or not to hand over accommodation to any person or groups of persons at our discretion.
VISOR
We do not accept bookings from or allow anyone to stay on any of our holiday parks who is listed on the Violent and Sex Offenders Register (or any register which supersedes this). By booking, you confirm that no one in your party is on this Register.
SINGLE SEX PARTIES & GROUPS
We do not accept bookings from ‘all male’ or ‘all female’ parties and have the right to cancel any booking that breaches our terms upon checking before the holiday arrival date and/or we reserve the right to refuse entry to any person or groups of persons at our discretion. The site caters for families (immediate members) and couples only – bookings from all other forms of groups are not accepted. Group bookings of families by prior management approval only. The lead booker for a group is responsible for the conduct of the other group members and for ensuring they comply with these terms and conditions. We may require the lead booker to provide a deposit as security in case of any damage by any group member.
YOUR HOLIDAY
Our parks are holiday parks, so we do not accept bookings if you want to stay for work or use the park to travel to work or for residential use. All adults booked must appear on the electoral roll at the address given when booking or provide evidence of their permanent address, such as a utility bill if requested. Commercial vehicles will not be permitted to enter our holiday parks. You must bring your ID as you may be asked for this upon arrival or during your stay.
GUESTS WITH SPECIFIC NEEDS
If your party includes someone with specific requirements, please let us know at the time of booking.
ALLERGIES
If any member of your party has an allergy to pets, we strongly recommend that you do not book accommodation that accepts pets. We cannot guarantee that pets have never occupied any of our accommodations.
SMOKING POLICY
Smoking is not permitted in any of our holiday accommodations, if you smoke in any of our accommodations you will be charged £100 for it to be specially cleaned. It is illegal to smoke inside enclosed public buildings, and you and other members of your party are requested to smoke only in those areas which have been designated as such. MHR Hicks Leisure Ltd does not allow the use of e-cigarettes or vaping inside enclosed public buildings.
PETS
Most dogs are welcome at our parks and in specific accommodations, with a maximum of two dogs per booking. Some breeds of dogs, including those listed in the Dangerous Dog Act 1991, are not allowed. Please provide us with the details of your dog’s breed when you book with us. Other pets may be permitted at the discretion of the Park General Manager. Please check when booking. Assistance dogs for disabled guests are exempt from these requirements and charges. Pets must always be kept on a lead, and you must clean up after your pet. Pets (other than assistance dogs) are not allowed in any of our park facilities or play areas. Pets should not be left unattended in accommodation or elsewhere in the park and must not be allowed on bedding or seating. If we reasonably believe your pet is causing a nuisance in the holiday park or causing damage to the holiday home, you will be required to remove it from the park, and/or we reserve the right to refuse entry.
SPECIAL REQUESTS
We will do our best to meet any special requests; however, we cannot guarantee the fulfilment of these requests. Special requests do not form part of the booking contract and are not a condition of booking.
USE OF ACCOMMODATION
You are required to take good care of your accommodation whilst you occupy it. At the end of your holiday, you must leave your holiday accommodation thoroughly cleaned and tidy and free of all rubbish which must have been placed in the bins in the parks. We will take legal action to recover the cost of damage sustained during your occupation and any additional cleaning charges we incur in respect of your failure to comply. We reserve the right to enter your accommodation at any reasonable time during your stay to inspect the condition of the accommodation or without notice in the event of an emergency. The Company does not accept any responsibility for the theft or loss of your personal possessions whilst in our parks or whilst you are in your holiday home, and you should take appropriate security measures to protect against theft and/or loss.
VEHICLES
You should comply with speed limits, parking regulations, and other traffic regulations on our parks. All vehicles are brought onto the holiday park at their owners’ risk, and the Company does not accept responsibility for loss or damage to them except where it is caused by our negligence or fault.
MARKETING ACCURACY
Whilst every care is taken to ensure that the details on our website are correct at the time of publication, the images shown are for illustration purposes only, and the details may be subject to alteration from one park to another. The photography on our website is to be used as a guide, and some might not be of the park itself. The ‘Local Area’ section contains options for off-park entertainment. Please check with the operators for relevant opening times.
TV FILMING AND PHOTOGRAPHY
We may receive requests from TV and other companies to film or photograph in our parks. We also undertake our own promotional filming & photography. Every effort is made to ensure filming does not intrude into or affect any holiday activity and that it is clear to guests that filming/photography is taking place. We will not accept responsibility if, contrary to your wishes, you appear on film or in photographs, and we cannot make any financial award or payment.
DATA PROTECTION
The information you give us regarding your booking is held securely on our systems and dealt with per the Data Protection Act 2018. By providing us with this information, you are deemed to accept this and have the consent of all party members to do so. We keep this information to help us improve our service to you, provide you with information about our holidays and services by telephone, e-mail, post, and SMS, and keep you informed of our latest news and offers. If you would prefer not to receive this information from MHR Hicks Leisure Ltd, then please contact us at Diamond Farm Holiday Park, Weston Road, Brean, TA8 2RL Further details relating to our privacy policy be found on our website.
PARK ENVIRONMENT
Some of our holiday parks have open water sources such as ponds, rivers, lakes or dykes. Please ensure you familiarise yourself with the park layout and appropriately supervise children and vulnerable adults. Our holiday parks are in rural areas, which may restrict lighting levels. Please take care to avoid accidents and consider using a torch if you are in any way uncertain about the lighting conditions in place. Please also take extra care on uneven ground and paths.