1. General

1.1 All guests staying in glamping accommodation must be stated on the booking and agreed with Reception on arrival.

1.2 On arrival, all guests must register at the Reception building, which is open Monday–Saturday 8:00am–8:00pm and Sunday 8:00am–7:00pm.

1.3 A Welcome Brochure is provided with site rules and instructions which must be adhered to during your stay.

1.4 Full payment is required at least two weeks before arrival; payment is not accepted on arrival.

1.5 Management reserves the right to refuse access to any person(s) without giving reason.

1.6 In extreme weather, management may take necessary measures to accommodation to ensure health and safety.

2. Arrival and Departure

2.1 Check-in from 2:00pm.

2.2 Check-out: Glamping Pods by 10:00am; RV Trailers and Static Caravans by 12:00pm (midday).

2.3 Depart by your stated time. Late check-outs must be pre-booked (subject to availability/fee). Unauthorised late check-outs will be charged.

2.4 Early departures before 8:00am: lock your accommodation, place keys in the Night Safe at Reception, and text 07841 204 963 with your name, accommodation number and confirmation of departure.

2.5 Identification: all guests must provide valid photographic ID (passport or driving licence) matching the lead booking holder.

2.6 Third-party bookings must be declared. Guests must be over 18 at booking; the lead booker/occupant must provide photo ID. Failure to comply will result in refusal of entry.

3. Hot Tubs on Arrival

3.1 Hot Tubs are prepared for arrival; occasional delays may occur beyond our control. No refunds/credits will be issued for delayed availability. This will not affect your ability to check in.

3.2 Hot Tubs must be maintained to the highest safety and hygiene standards between uses.

4. Electric Vehicle Charging

4.1 EV charging is strictly prohibited anywhere on the premises, including hook-ups and accommodation supplies.

4.2 Use off-site public charging points. Failure to comply may result in disconnection and/or removal from the park without refund.

5. Respect for Others

5.1 Respect neighbours at all times.

5.2 Avoid excessive noise from devices.

5.3 Barbecues, gatherings and music must end by 10:30pm.

5.4 Visitors must leave by 8:00pm.

5.5 Quiet hours are enforced 10:30pm–7:00am.

5.6 Drunk or disorderly behaviour will not be tolerated; guests may be asked to leave and police contacted if necessary.

5.7 No sound systems or generators are permitted on site.

6. Zero Tolerance — Harassment and Abuse

6.1 Zero tolerance for sexual harassment, verbal abuse or physical abuse of staff, contractors or guests.

6.2 Offenders will be asked to leave immediately.

6.3 No refund or credits for the remainder of the stay.

6.4 Police or other authorities may be contacted where necessary.

7. Regulations

7.1 Parents/guardians must supervise children at all times, including in the Café, Clubhouse and shops.

7.2 One allocated parking space per unit. Originals have nearby bays, not directly beside the unit. Additional vehicles must use the main car park.

7.3 Dispose of rubbish in designated bins; separate glass; leave accommodation and decking clean and tidy.

7.4 Speed limit is 5 mph across the site.

7.5 Fire pits/BBQs only on provided stands. Burn one safety log at a time (purchased from Reception). Do not move stands or place on decking, grass or picnic tables. Do not light fires in windy conditions. Allow ashes to cool fully before disposal.

7.6 Pets: dogs are not permitted in Originals, Superiors, Deluxes or RVs. Dogs listed under the UK Dangerous Dogs Act (e.g., XL Bully types) must comply fully with legislation. A maximum of two dogs are permitted in Windsor, Stagecoach and Static units; charges apply per dog. Support/guide dogs are always permitted but must be declared at booking and on arrival. No animals other than dogs are permitted in glamping units.

7.7 Breach of pet rules will result in termination of stay with no refund or credit.

7.8 Smoking inside accommodation is prohibited. De-fuming charges apply where evidence is found.

7.9 Recreational drugs (including nitrous oxide) are prohibited. Offenders will be asked to leave; police may be contacted.

7.10 Drones may not be flown on site.

7.11 Generators are prohibited.

7.12 Cycling is permitted only on the one-way road system; children must be supervised.

7.13 Respect others’ privacy; do not cut across pitches; use paths and roads.

7.14 Powered scooters, hoverboards, go-karts, quad bikes and trial bikes are not permitted.

7.15 Wi-Fi Service: Complimentary Wi-Fi is provided as a courtesy service, not part of the booking. Connectivity issues may occur; uninterrupted access is not guaranteed. Loss of service does not qualify for a refund or partial refund.

7.16 Challenge 25 is enforced for alcohol, tobacco and age-restricted sales; valid photo ID is required.

8. Hot Tub Facility

8.1 Instructions for hot tub use are provided in this brochure; please read carefully.

8.2 Private hot tubs are available 7:00am–10:30pm.

8.3 Temperatures are pre-set to 40°C and cannot be adjusted.

8.4 Do not add substances (gels, oils, salts, bubble bath).

8.5 Built-in Bluetooth systems are disabled.

8.6 Departure restrictions: Pods—no hot tub use after 9:00am; RV Trailers/Statics—no use after 11:00am.

8.7 Routine safety checks from 8:00am daily; staff may briefly access decking/patio.

8.8 Children must be supervised; minimum height 1.2 metres to use.

9. Booking

9.1 Accommodation is allocated at booking. In rare cases an equivalent unit may be substituted; no refund will be given.

9.2 All bookings are subject to agreement with these terms.

9.3 Management may refuse/cancel bookings from guests with a history of unacceptable behaviour (rule breaches, harassment, non-payment, damage).

9.4 Group bookings are not accepted via the website; arrange directly by phone.

9.5 Maximum occupancy: Glamping Pods—2 units per booking, each with either 2 adults, or 2 adults and 2 children. RV Trailers—maximum 6 people (e.g., 2 adults + 4 children, 3 adults + 3 children, or 4 adults + 2 children).

9.6 Exceeding occupancy limits or ignoring rules will result in termination without refund or credit.

9.7 Hen and stag parties are not permitted. Full-site hire for events/weddings may be arranged via the Booking Team.

9.8 At least one adult aged 18+ must occupy each unit. Under-18s may not stay without a parent/legal guardian.

9.9 Minimum stay requirements apply on certain dates (two or three nights).

10. Payments and Deposits

10.1 One-night stays: full payment at booking.

10.2 Two nights or more: pay in full or with a system-generated deposit.

10.3 A payment link is sent three weeks prior; remaining balance due at least two weeks before arrival. Failure to pay cancels the booking, forfeits deposit and releases accommodation.

10.4 Guests are responsible for paying balances on time; reminders may be sent but are not guaranteed.

10.5 To request a new payment link or make a payment, contact the Booking Team on 01928 788 557.

11. Cancellations and Refunds

11.1 Cancellations must be made by the lead booker by phone (01928 788 557). Not accepted by email, social media, webchat or third parties.

11.2 Bookings via third-party portals must be cancelled directly with the provider.

11.3 Refunds/Credits: more than 14 days before arrival—full refund; 7–14 days—credit for future use or rebook (new stay at least two weeks after original arrival date); less than 7 days—no refund.

11.4 Within 7 days: one free name change permitted. Management may attempt to resell the unit; if successful, a credit may be issued.

11.5 Credit terms: credits valid 12 months from cancellation; may be applied to stays beyond 12 months if booked before expiry; credits cannot be used until 14 days after cancellation; credits are non-refundable and non-transferable; to use a credit, call Reception (01928 788 557).

11.6 Date changes: one free change; additional changes incur a £30 admin fee.

11.7 Early departures: no refund or credit for unused stay.

11.8 Weather: refunds/credits only if the park is forced to close.

12. Your Property

12.1 Lady Heyes Holiday Park is not responsible for theft of or damage to vehicles, accommodation or personal property. All property is left at owner’s risk.

12.2 Guests are responsible for their own safety and the safety of their equipment.

13. Fire Equipment Tampering

13.1 If you hear the fire alarm, leave accommodation immediately and gather at the muster point opposite Reception.

13.2 Any interference with fire safety equipment (detectors, CO₂ units, extinguishers, break-glass points) is strictly prohibited.

13.3 Guests found tampering with fire equipment will be charged for damages and asked to leave immediately, with no refund or credit.

14. Housekeeping

14.1 Excessive cleaning requirements after departure may result in additional charges.

15. Damage Fees

15.1 Fees apply for: damage or theft of accommodation or contents; damage to decking, hot tub or fire pit; missing keys or barrier cards; damage to communal areas or facilities.

15.2 Charges cover repair/replacement plus labour costs.

16. Pricing Errors

16.1 Prices are displayed with reasonable care; genuine errors may occur.

16.2 If a pricing error is identified, guests will be notified and may choose to pay the correct price or cancel with a full refund.

16.3 Lady Heyes Holiday Park is not liable for losses due to cancellation caused by pricing errors.