TERMS AND CONDITIONS

Terms & Conditions

1. Who your agreement is with

MBFL Leisure Limited is the operating company of the holiday park shown on our website. 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.

2. These terms and conditions

We are unable to accept bookings from anyone under the age of 18.

3. Alterations to your booking

Your booking shall be in accordance with the details confirmed at the time of booking. Your booking shall be non-transferable and non-alterable within 30 days of your holiday start date. You may make alterations to your booking up to 30 days before your holiday start date. You may change your accommodation or park to another within the same calendar year subject to availability and payment of a non-refundable £30 administration fee and any outstanding difference in price. If you wish us to make an alteration to your booking we will use reasonable endeavors to accommodate your request but no guarantee can be given.

4. Our service to you

We will do all that we can, to ensure you enjoy your holiday. However, occasionally problems occur and if they do or you have any concerns or complaints about your holiday when staying with us please contact the Park 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 holidays@trekenning.co.uk or by writing to us at Trekenning Tourist Park, Newquay, Cornwall, TR8 4JF. All complaints should be from the lead name on the booking and contain your booking reference number. Our customer care team will ensure your complaint is fully investigated and ask the park to respond to you directly within 14 days. All complaints should be registered within 21 days from the end of your holiday as otherwise we will not be able to consider the matter further.

5. Cancellation by you

Should you need to cancel your booking you should advise us immediately by telephone and then confirm this cancellation in writing to us by post, or email to holidays@trekenning.co.uk quoting your booking reference number. Your cancellation will only be effective as at the date we receive your written confirmation. Our cancellation charges are those detailed below.

Cancellation Charges.

Period before arrival date: Cancellation charges as a % total cost

More than 30 days: Loss of £30

30 - 0 days: 100%

6. Cancellation or changes by us

In exceptional circumstances, we may have to cancel or change some aspects of your booking. If we do so, we will tell you as soon as possible prior to 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 have to 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.

If you need to cut short your holiday after it has commenced, we regret that we are unable to refund any monies paid.

7. Paying for your holiday

A payment of not less than £50 is required as a non-refundable deposit at the time of booking. Any balance due shall be paid not less than 30 days before your holiday start date. This excludes promotional bookings where payment is due no more than 30 days after receiving confirmation from Trekenning Tourist Park or immediately if arrival is within 30 days. 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.

8. 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 holiday 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 are inclusive of VAT at the prevailing rate at the time of payment.

9. Discounts and Special Offers

Discounts and special offers may be made in conjunction with our published prices. The cost per holiday, after any discounts, will vary by grade, date and availability.

All discounts and special offers are subject to availability and may be withdrawn without prior notice.

Details of Special offers can be found here.

Special offers cannot be combined with any other discount or promotion and will only be honored 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.

10. Arrival and Departure Times

Check-in and key collection will be open from 1pm . If you have booked a touring or camping pitch, check-in is from Midday. If you arrive after 6pm on your date of arrival it is likely that your welcome pack and keys will be left in the park bar for collection. If you believe you are likely to arrive after 8pm on the day of your arrival then you must inform us in advance. If you do not inform us and/or your intended holiday home or pitch is not occupied by 9am on the day after your arrival date we will treat your booking as cancelled and may re-let the holiday home to another guest. No refund will be paid in such instance. You are required to depart your holiday home by 10am on your departure date.

11. Standards and Behavior on our Park

Our parks are used primarily by families and we would ask that the behaviour of you and your party reflects 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 management of the park, 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 or not to hand over accommodation 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 and/or any children’s activities if, in the reasonable opinion of the management of the park, we believe that any child or children will be unduly disruptive.

Trekenning Tourist Park will not tolerate physical or verbal abuse towards its staff or other Holiday makers. 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.

12. Number of your party

The total number in your party (including children and babies) must not exceed the maximum capacity of the accommodation as advertised. In most cases this will be no more than six or eight depending on the size of the accommodation concerned. In the event that 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. Where half or more of the party is aged between 17 and 25, you must tell us when you book. 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.

13. 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 making a booking, you are confirming that no one in your party is on this Register.

14. Single Sex Parties

We do not normally accept bookings from ‘all male’ or ‘all female’ parties and have the right to cancel any online booking that breaches our terms upon checking before the holiday arrival date 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.

15. Groups

Family and friends who live at the same address or know each other or who travel together will be considered as making a group booking even if they have made separate bookings. Group bookings (whether made by 1 person or a number of people) of 5 or more holiday homes or pitches must be made through our Reservations Team by calling 01637 880462 If this is not done, we will cancel any bookings that are part of a group booking. In this instance a full refund will be given. The lead booker for a group is responsible for the conduct of the other members of the group and for ensuring they comply with these terms and conditions. We may require the lead booker to provide a deposit as security in the event of any damage by any member of the group.

16. Guests with Specific Needs

Some of our holiday homes offer specific accommodation suitable for holidaymakers with wheelchairs or who may have mobility difficulties. However certain accommodation and locations may not be suitable. If your party includes someone with specific requirements please let us know at the time of booking.

17. Allergies

If any member of your party has an allergy to pets we would strongly recommend that you do not book accommodation which accepts pets. We cannot guarantee that pets have never occupied any of our accommodation.

18. Smoking

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 clearly designated as such.

Trekenning Tourist Park does not allow the use of e-cigarettes or vaping inside enclosed public buildings.

19. Pets

Most dogs are welcome at our parks and in specific accommodations with a maximum of two dogs per booking. Some breeds of dog including those listed in the Dangerous Dog Act 1991 are not allowed. Please provide us with the details of the breed of your dog when you book with us. Other pets may be permitted at the discretion of the Park General Manager, please check when booking. There is a charge of £5 per Night per pet. Assistance dogs for disabled guests are exempt from these requirements and charges. Pets must be kept on a lead at all times and you must clean up after your pet. Pets (other than assistance dogs) are allowed in our park facilities but must be kept under control at all times. Pets should not be left unattended in holiday homes or elsewhere on the park and must not be allowed on bedding or seating. If we reasonably believe your pet is causing a nuisance on 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.

If you bring a pet to stay in an accommodation that has not been graded as pet friendly, you will be charged £60 for it to be specially cleaned.

20. Special Requests

We will do our best to meet any special requests; however, we are unable to guarantee the fulfilment of these requests. Special requests do not form part of the booking contract and are not a condition of booking.

21. Use of your holiday home

You are required to take good care of your holiday home 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 on 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, in order to inspect the condition of the accommodation or without notice in the event of emergency. The Company does not accept any responsibility for the theft or loss of your personal possessions whilst on our park or whilst you are in your holiday home and you should take appropriate security measures to ensure against theft and or loss.

22. Our Facilities

For health and safety reasons in our swimming pool, children under the age of 15 must be accompanied by an adult. All children under the age of 8 and all non-swimmers must be accompanied in the water by a competent adult and kept within arm’s length at all times. At busy times access to facilities may be restricted for health and safety reasons. We may operate session swims in our pools during periods of high demand. Occasionally we need to close or withdraw certain facilities (e.g. for safety, maintenance or other reasons beyond our control).

23. Entertainment and Events

The company will endeavor to provide the entertainment as advertised on our website; however, during certain periods of the year, entertainment may be limited to weekends only. We reserve the right to alter or withdraw any facilities or programmed entertainment without prior notice.

24. Your Car

You should comply with speed limits, parking 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 these except where it is caused by our negligence or fault.

25. Marketing Accuracy

Whilst every care is taken to ensure that the details on our website are correct at the time of being published, the images shown are for illustration purposes only and the details may be subject to alteration. The photography on our website is to be used as a guide and some might not be of the park itself. The ‘Things to Do’ section contains options for off-park entertainment. Please check with the operators for relevant opening times.

26. TV, Filming and Photography

Due to the increasing popularity of Trekenning Tourist Park holidays, we receive requests from TV and other companies to film or photograph on our park. 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 are unable to make any financial award or payment of any kind.

27. Data Protection

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 2018. By providing us with this 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 information about our holidays and services by telephone, e-mail, post and SMS and to keep you informed of our latest news and offers. If you would prefer not to receive this information from Trekenning Tourist Park then please contact us at Trekenning Tourist Park, Newquay, Cornwall, TR8 4JF Further details relating to our privacy policy can be found on our website.

CCTV is in operation on this site. Footage is held securely for Health & Safety and Crime Prevention Purposes. Footage will be released to Authorities should it be requested.

28. Gambling Restrictions

Any guest included in the booking that has self-excluded themselves from any other gambling premises must make themselves known to the management of the park, on arrival at the commencement of their stay. The Company will not accept any liability for any loss incurred by any guest who has self-excluded themselves from any other gambling establishment when they continue to gamble on park.

29. Park Environment

Our holiday park has open water sources such as ponds, rivers, lakes or dykes. Please ensure you familiarise yourself with the park layout and supervise children and vulnerable adults appropriately. Our holiday park is located in a rural area, which restricts 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.

30. Holiday Behaviour and Standards

Trekenning Tourist Park is a family touring park catering for caravans, tents, trailer tents and motor homes. Our guests enjoyment and safety is paramount and therefore we ask you to read the following behaviour and standards policy before making your booking.

We reserve the right to ask guests who contravene these terms and conditions or, who in any other way are behaving in a manner likely to cause distress or nuisance to other visitors, to leave the park immediately. In these circumstances the holiday ceases and we shall not be liable for any extra cost incurred by you and will not provide refunds in this case.

Although everyone is welcome, we reserve the right to cancel or refuse any booking.

Once you have made your booking, the price of your holiday will not be subject to change, other than if your requirements increase (ie. Extra Person, Extra Dog) any outstanding balance must therefore be paid prior to / on arrival.

By making a booking with us you have entered a contract in which you undertake, on behalf of yourself and the people in your party (including children), to adopt the following standards of behaviour, anyone not found to be following these rules may be asked to leave the site and no refund will be given:

To act in a courteous and considerate manner towards us, our staff and other guests.

To supervise children properly so that they are not a nuisance or danger to themselves or others.

All personal belongings are left at owners risk

You further agree that you will not:

o Commit any criminal offence at the Park or undertake any criminal activity.
o Commit any acts of vandalism or nuisance.
o Keep or carry any firearm (unless stored in our secure gun safes) or any other weapon at the Park.
o Use unlawful drugs
o Create any undue noise or disturbance.
o Carry on any trade or business while on the Park.
o Not start-up or drive motorised vehicles between the hours of 10pm and 7am
o Park any additional vehicles to the one permitted with each pitch booking in the site car park

Quiet hours are from 10:30pm until 7am. Please respect your fellow guests and keep noise to a minimum.

Please make yourself familiar with your nearest Fire Points & Assembly Points.

Disposable Fire Pits / Barbeques are NOT PERMITTED. Ground level barbeques are only permitted if they are raised off the ground.

Cutting or damaging trees and other vegetation is strictly prohibited and the natural conditions are not to be disturbed. This includes tying ropes to, or driving nails into trees.

Please note that should you extend your stay beyond the booked dates, we will try to accommodate you if space is available but there is no guarantee that the same pitch will be available.

It is regretted that no refunds can be given if guests depart prior to the end of the booked holiday, unless they do so as the result of the breach of some obligation on our part which would justify cancelling the holiday.

The information supplied to us upon booking will only be used for administrative purposes

If you have an issue / complaint whilst staying on site, please report it immediately to management so we can try to resolve it for you. We cannot help you if your complaint is only brought to our attention after you have left site.