1. General

1.1 On arrival, all guests with Touring Caravans, Motorhomes, Campers, Roof Tents, and Car Tents must register at the Reception building, which is open daily from 8:00am to 8:00pm Monday to Saturday, and 8:00am to 7:00pm on Sundays. Prior to arrival, you will have received a link to your Welcome Brochure with your booking confirmation email. This includes site rules and instructions which must be adhered to during your time on site, or you can scan the brochure QR code on arrival.

1.2 We do not accept vans, trucks, commercial vehicles, or any type of converted commercial vehicle on the Touring or Camping areas without prior permission. Vehicles displaying advertising or business signage are also not permitted. These vehicles may drop off for unloading but must then be parked in the main car park. All guests will be asked to provide their vehicle registration at the time of booking.

1.3 The management reserve the right to refuse access to the park to any person or persons without giving a reason.

2. Arrival and Departure

2.1 Arrival Times:
Touring & Camping Pitches: From 12:00pm (midday)
Hot Tub Touring Pitches: From 2:00pm.

2.2 Departure Times:
All pitches: By 11:00am.

2.3 Guests must depart by the stated check-out times. Late check-outs must be pre-booked with Reception, are subject to availability, and incur an additional fee. Guests who remain beyond their check-out time without prior arrangement will be charged a late check-out fee.

2.4 Third-Party Bookings: If a booking is made on behalf of another guest, this must be declared. The guest must be over 18 years of age at the time of booking, with their name added as the occupant. The lead booker/occupant will need to provide photographic identification. Failure to comply with these requirements may result in refusal of entry.

2.5 Early Departure: If you need to check out before 8:00am (before Reception opens), please drive through the exit barrier and place your key card in the Night Safe, located on the front right-hand side of the Reception building. Please also text our out-of-hours number 07841 204963 confirming your name, pitch number, and that you have checked out.

3. Site Access During Your Stay

3.1 Access to the Touring and Camping Park is controlled by barriers operated with a key card issued at check-in. One key card is provided per pitch, and a cash deposit is required. The deposit will be refunded on checkout when the card is returned in good condition. Deposits will be retained if the key card is lost or damaged.

3.2 The lead booker is responsible for the safekeeping of the key card. If the card is lost, the deposit will not be refunded.

3.3 Tailgating is strictly prohibited.

3.4 Lady Heyes Holiday Park reserves the right to disable a key card at any time without prior notice or explanation. If this occurs, please contact our Reception Team on 01928 788557 for assistance.

3.5 The communal toilet and shower blocks are for the use of caravanners and campers only. Please use your key card to enter and ensure doors are closed securely behind you. Children must always be supervised in these facilities.

3.6 Amenities such as the Elsan Point and the Laundry Room (accessible with your key card) are self-service. Please treat these facilities with care and leave them clean and tidy. Ensure waste is disposed of correctly — grey water points must not be used for black water. Misuse of these facilities, including the incorrect disposal of waste, may result in additional charges to resolve any issues caused.

4. Treat Others How You’d Wish to Be Treated

4.1 Always respect your neighbours. Avoid creating excessive noise from the use of electronic devices such as mobile phones, radios, and televisions. We want everyone to enjoy their stay, but ask that all barbecues, gatherings, and music end by 10:30pm.

4.2 Visitors must leave the site by 8:00pm. Failure to adhere to this rule may result in the site warden asking you to leave.

4.3 Quiet hours are between 10:30pm and 7:00am. Failure to comply may result in removal from the site without refund or credit.

4.4 Drunk and disorderly behaviour toward any member of staff or fellow guests will not be tolerated and may result in removal from the site and, if necessary, the police being contacted.

4.5 No sound systems or generators are permitted on site.

5. Zero Tolerance Policy – Harassment and Abuse

5.1 Lady Heyes Holiday Park operates a strict zero-tolerance policy towards sexual harassment, verbal abuse, or physical abuse of our staff, contractors, or fellow guests.

5.2 Any guest, visitor, or third-party contractor found engaging in such behaviour will be asked to leave the site immediately.

5.3 No refund will be provided for the remainder of the stay or any services booked.

5.4 Where necessary, the police or other relevant authorities will be contacted to protect the safety and wellbeing of our team and guests.

5.5 This policy applies at all times across all areas of the park.

6. Regulations

6.1 All parents or guardians are responsible for the children in their care. Children must always be supervised across the site, including in the Café, Clubhouse, and onsite shops.

6.2 Vehicles:
Only one vehicle is allowed per tent or caravan pitch.
Vehicles must be parked in front of your unit or on the hard standing provided. Parking on the grass is strictly prohibited. A £25 charge will be applied if this rule is broken.
Caravans and motorhomes must be reversed onto their allocated pitch.
Additional vehicles must be parked in the Main Centre Car Park.

6.3 Overflow Field: If you have booked a camping pitch on the overflow field, vehicles are not permitted to remain next to tents. Guests may use the designated drop-off area for unloading before moving their vehicle to the Main Car Park. A £25 charge will be applied if this rule is broken.

6.4 Visitors: Family or friends visiting during your stay must sign in and out at Reception. The lead booker must meet and escort their visitors to the pitch and is fully responsible for ensuring they follow all site rules. All visitors must leave by 8:00pm.

6.5 Rubbish & Waste: All rubbish must be disposed of in the bin stations provided, and pitches must be left clean and tidy for the next camper. Ashes must be disposed of safely once cooled.

6.6 Speed Limit: A strict 5mph speed limit must always be observed around the site.

6.7 Fires & Barbecues: Guests are welcome to use fire pits and barbecues on the hard standing part of their pitch. Only one fire safety log (purchased from Reception) may be burned at a time. Fire pits and barbecues must be raised above the ground to prevent scorching the grass. Fires and barbecues must never be placed directly on grass, picnic tables, or decking. Fires and barbecues must not be lit in windy conditions.

6.8 Pets:
Dogs are welcome on the park but must always be kept on a lead and under control.
Dog fouling must be cleaned up immediately and disposed of in the bins provided.
Dog kennels are not permitted.
Dogs are allowed in the onsite café, bar, and Reception. Access to other units within the Crafts & Antiques Centre is at the discretion of individual businesses.
Dogs listed under the UK Dangerous Dogs Act (e.g. XL Bully types) must comply fully with government legislation.

6.9 Other Rules:
Smoking is not permitted in any communal facilities.
Flying of drones is not permitted anywhere on site.
Powered scooters, hoverboards, go karts, quad bikes, and trial bikes are not permitted.
Cycling is only permitted on the one-way road system and children must always be supervised.
Electric hook-up (EHU) cables must be CE marked.
Gas bottles over 6kg are not permitted on site.

6.10 Drugs: The use of recreational drugs will not be tolerated under any circumstances. The site warden is on duty 24/7 and anyone found using recreational drugs, including nitrous oxide, will be asked to leave immediately.

6.11 Challenge 25: Lady Heyes Holiday Park operates a strict Challenge 25 policy for the sale of alcohol, tobacco, and other age-restricted products. Guests who appear under the age of 25 will be asked to provide valid photo ID (passport or driving licence). Without valid ID, the sale will be refused.

7. Hot Tub Touring Pitches

7.1 We will endeavour to have your Hot Tub ready upon arrival; however, occasional delays may occur due to circumstances beyond our control. No partial refunds or credits will be issued for delayed availability. This will not affect your ability to check into your pitch.

7.2 For health and safety reasons, we do not accept bookings for Car Tents or Camping Tents on Hot Tub Touring Pitches.

7.3 Full instructions for safe use of your Hot Tub are provided in your Welcome Brochure. Please read these carefully and contact Reception if you need assistance.

7.4 For health and safety reasons, and in line with UK legislation, all Hot Tubs are set to a maximum temperature of 40°C. The temperature is pre-set and cannot be adjusted.

7.5 No additional substances may be added to the Hot Tub, including shower gels, bubble bath, oils, salts, or other products. These can damage the equipment and pose health and safety risks.

7.6 Built-in Bluetooth systems have been disabled to support the family-friendly environment and avoid disturbing other guests.

7.7 Hot Tubs are available daily between 7:00am and 10:30pm. On departure day, Hot Tubs must not be used after 10:00am.

7.8 The Maintenance Team carries out routine checks starting from 8:00am daily. Please do not be concerned if you see staff briefly on your pitch during these checks.

7.9 Children and Hot Tubs:
All children must be supervised by a responsible adult at all times.
Children must be over 1.2m in height to use a Hot Tub.

8. Electric Vehicle Charging

8.1 For safety and infrastructure reasons, charging of electric vehicles (EVs) is strictly prohibited anywhere on the premises, including via hook-up points or accommodation power supplies.

8.2 Guests must use designated off-site charging stations. Failure to comply may result in disconnection and/or removal from the park without refund.

9. Booking

9.1 Bookings with arrival less than two weeks away must be made by calling Reception on 01928 788557. We do not accept walk-ins or same-day bookings.

9.2 Stays cannot exceed two weeks at a time, with a mandatory 48-hour gap before returning.

9.3 Pitches are allocated at booking, and specific pitch requests cannot be guaranteed. Management reserves the right to amend bookings if necessary.

9.4 Group Bookings:
Large group bookings are not accepted online. Please call us to arrange group bookings.
A maximum of 4 tents or 4 caravans per booking is allowed.
Group gatherings are only permitted in communal areas (e.g., café, bar).

9.5 Rally bookings are accepted during off-peak periods by arrangement with the Rally Manager.

9.6 All Touring Caravans, Motorhomes, Trailer Tents, Car Tents, and Roof Tents must be booked onto a Touring Pitch. Units must be reversed onto their hard-standing pitch and must not be driven or parked on grass.

9.7 Awnings: Only one awning per pitch is allowed. For campervans and motorhomes, driveaway awnings are permitted. No other forms of tents are permitted on Touring Pitches.

9.8 Under-18s are not permitted to stay without a parent or legal guardian.

10. Payments and Deposits

10.1 One-night stays: Full payment is required at the time of booking — part payments are not accepted.

10.2 Two nights or more: A deposit equal to one night’s stay is required at booking. The balance must be paid in full no later than two weeks before arrival.

10.3 A payment link will be sent to the registered email three weeks before arrival. While reminders may be sent, it is the guest’s responsibility to pay on time. Failure to do so will result in cancellation, loss of deposit, and release of the pitch for rebooking.

10.4 To request a new payment link or to make payment, contact the Booking Team on 01928 788557.

11. Cancellations and Refunds

11.1 All cancellations must be made by the lead booker by telephone to Reception on 01928 788557. Cancellations via email, social media, webchat, or third parties will not be accepted.

11.2 Bookings made via third-party portals (e.g., PitchUp, Campsites) must be cancelled through the respective provider.

11.3 Refunds and Credits:
More than 14 days before arrival: Full refund issued.
7–14 days before arrival: Amount paid credited for future use or rebook alternative dates (new stay must be at least two weeks after original).
Less than 7 days before arrival: No refund or credit given.

11.4 Additional Options within 7 Days:
One free name change is permitted per booking.
At management discretion, pitches may be resold. If successful, a credit may be issued.

11.5 Credit Terms:
Credits valid for 12 months from cancellation date.
Credits may be used for bookings beyond the 12-month period if booked before expiry.
Credits cannot be applied to new bookings until at least 14 days after cancellation.
Once issued, credits are non-refundable and non-transferable.

11.6 Date Changes: One free date change per booking. Additional changes incur a £30 admin fee.

11.7 Early Departure: No refunds or credits are given for unused portions of stays.

11.8 Weather: Refunds/credits will only be considered if the park is forced to close. Otherwise, the park remains open as usual.

12. Your Property

12.1 Lady Heyes Holiday Park is not responsible for damage to or theft of caravans, tents, vehicles, or property left on site. All items are left at the owner’s risk.

12.2 We are not responsible for the safety of guests or equipment being used.

13. Fire Equipment Tampering

13.1 If you hear the fire alarm, leave your pitch immediately and proceed to the designated muster point.

13.2 Any person found tampering with fire safety equipment, including detectors, CO₂ detectors, extinguishers, detector heads, or break glass points, will be charged for damage and asked to leave without refund or credit.

14. Damage Fees

14.1 Guests will be charged for damage or theft relating to:

• Barrier key cards
• Service posts
• Driving or parking on grass
• Hot Tubs and associated equipment
• Communal site facilities
• Entrance and height barriers

15. Pricing Errors

15.1 We take all reasonable care to ensure accommodation and pitch prices are displayed correctly. However, genuine errors may occasionally occur.

15.2 If we discover a pricing error that is obvious and could reasonably be recognised as incorrect, we do not have to accept your booking at the incorrect price.

15.3 If a pricing error is identified before your stay:
We will inform you as soon as possible.
You will be given the choice of paying the correct price or cancelling for a full refund.

15.4 We are not liable for losses or costs arising from cancellations due to pricing errors.