These Terms & Conditions apply to all bookings made with Ross & Coates Luxury Breaks.

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When you make a booking and pay the required deposit or balance, you agree to these Terms & Conditions on behalf of yourself and everyone included in your booking.

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The person who makes the booking is referred to as the Lead Guest. The Lead Guest is responsible for:

• ensuring all information provided to us is correct;

• making all payments due under the booking;

• making sure everyone staying at or visiting the holiday home follows these Terms & Conditions, the property rules and the holiday park's rules; and

• paying any charges that arise because of damage, loss or a breach of these Terms.
   

Please read these Terms before booking and keep a copy available during your stay.

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1.1 Your Agreement

These Terms & Conditions apply to all holiday bookings made with Ross & Coates Luxury Breaks.

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By making a booking and paying the required deposit or balance, you confirm that you have read, understood and agree to these Terms & Conditions.

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These Terms form part of your booking agreement and apply to you and everyone included in your booking.

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1.2 The Lead Guest

The person who makes the booking is the Lead Guest.

The Lead Guest is responsible for:

• providing accurate and complete booking information;

• ensuring all payments are made by the required dates;

• making sure everyone included in the booking is aware of and follows these Terms & Conditions;

• ensuring all guests and visitors follow any rules specific to the holiday home and the holiday park; and

• any damage, loss, additional charges or breaches caused by themselves or anyone in their party.
   

1.3 Please Read Before Booking

Please read these Terms & Conditions carefully before completing your booking.

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Important information about payments, cancellations, security deposits, guest behaviour, damage and other charges is included within these Terms.

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You should keep a copy available for reference before and during your stay.

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1.4 Holiday Park Rules

Your booking may also be subject to rules and conditions imposed by the holiday park where the accommodation is located.

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You and your party must comply with any applicable park rules during your stay.

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Where a park rule relates to facilities, entertainment, activities, passes or other services provided directly by the holiday park, those services remain subject to the park or third-party provider's own terms and conditions.

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2. Who We Are & Our Role

2.1 Ross & Coates Luxury Breaks

Ross & Coates Luxury Breaks acts as the booking and management agent for independently owned holiday homes. We manage services including advertising, bookings, payments, guest communications and other aspects of your stay on behalf of the holiday home owner. Throughout these Terms, “we”, “us” and “our” means Ross & Coates Luxury Breaks unless stated otherwise.

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2.2 The Holiday Home Owner

The holiday home you book is privately owned.

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The Owner is responsible for ensuring that the holiday home is available for confirmed bookings and is maintained to an appropriate standard for holiday accommodation.

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Ross & Coates Luxury Breaks manages the booking and guest experience on the Owner's behalf but does not own the holiday home unless expressly stated.

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2.3 Your Main Point of Contact

Ross & Coates Luxury Breaks will normally be your main point of contact before, during and after your stay. If you experience a problem with your accommodation, you should report it directly to us using the contact details provided with your booking. Where necessary, we may contact the Owner, holiday park, housekeeping team, maintenance team or another relevant contractor or service provider to help resolve an issue.

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2.4 The Holiday Park and Third-Party Services

The holiday park and its facilities are operated independently from Ross & Coates Luxury Breaks.

This includes services such as:

• entertainment and activities;

• swimming pools and leisure facilities;

• restaurants, bars and shops;

• entertainment or guest passes;

• park events;

• park Wi-Fi or other park-wide services; and

• any other facility or service provided directly by the holiday park or another third party.

 

Availability, opening times, prices and operating arrangements for these services are controlled by the relevant provider and may change. Any third-party services are also subject to the provider's own terms and conditions.

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2.5 What Your Booking Covers

Unless your booking confirmation specifically states otherwise, your booking is for the holiday accommodation and any extras specifically listed as included.

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Access to holiday park facilities, entertainment, activities, passes and other third-party services should not be assumed to be included simply because they are available at or near the holiday park.

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Please check your booking confirmation or booking manager to see exactly what is included in your stay.

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3. Making a Booking & Booking Restrictions

3.1 Making a Booking

To make a booking, the Lead Guest must provide all information requested by Ross & Coates Luxury Breaks and pay the required deposit or full balance, as applicable.

A booking is not confirmed until:

• the required payment has been received; and

• you have received confirmation of the booking from us.

Any dates discussed or requested before confirmation remain subject to availability.

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3.2 Minimum Age

The Lead Guest must be at least 21 years old at the time of booking and must be staying at the holiday home for the duration of the booking.

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We may request proof of identity and age before confirming a booking or allowing access to the accommodation.

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3.3 Guest Details

All guests staying overnight must be included on the booking. We may request the names and ages of guests where required for booking administration, insurance, park registration, guest passes or safety purposes. You must tell us if any guest details change before arrival.

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3.4 Maximum Occupancy

The maximum number of guests permitted at the holiday home will be stated within the property information or booking confirmation. This limit must not be exceeded under any circumstances.

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The permitted occupancy may be lower than the number of berths physically available within the holiday home. Babies and children may also count towards occupancy limits where required by the holiday home, park, licensing or insurance conditions.

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3.5 Unauthorised Guests

Only guests included within the confirmed booking may stay overnight at the holiday home. Additional overnight guests are not permitted unless agreed by Ross & Coates Luxury Breaks in advance. If unauthorised guests are found staying at the property, we may require them to leave immediately. Serious or repeated breaches may result in the entire party being required to leave the accommodation without refund.

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3.6 Visitors

Day visitors may be permitted, subject to the holiday park's rules and the maximum safe occupancy of the holiday home. Visitors must not stay overnight unless they have been added to the booking and approved by us beforehand.

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The Lead Guest remains responsible for the behaviour of any visitors to the holiday home.

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3.7 Children

Children under the age of 16 must not be left unattended at the holiday home. Parents, guardians and supervising adults remain responsible for children in their care at all times, including when using the holiday home, decking, hot tub, lakeside areas and holiday park facilities.

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3.8 Pets

Pets are only permitted where the holiday home is advertised as pet friendly and the pet has been declared and included within the booking. The number, type or size of pets permitted may vary between holiday homes. You must obtain our agreement before bringing any pet that has not already been included within your booking. Unauthorised pets may result in additional cleaning charges and, in serious cases, termination of the stay.

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3.9 Transferring or Reselling a Booking

Bookings are personal to the Lead Guest and must not be sold, advertised, transferred or given to another person without our prior agreement. If the Lead Guest or other members of the party need to change, you must contact us before arrival.

Any approved change will remain subject to the booking conditions and any applicable administration charge.

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3.10 Providing Accurate Information

You are responsible for ensuring that all information supplied when making your booking is accurate. If a booking has been made using false, misleading or deliberately incomplete information, we reserve the right to refuse or cancel the booking. Where a booking is cancelled because the booking restrictions have been deliberately breached, you may not be entitled to a refund.

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4. Payments & Balance Due Dates

4.1 Deposit

Where a deposit is required, the amount will be confirmed at the time of booking. Your booking is not confirmed until the required deposit has been successfully paid and you have received booking confirmation from Ross & Coates Luxury Breaks.

If you book within 21 days of arrival, the full cost of your stay will normally be payable at the time of booking.

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4.2 Balance Due Date

Unless otherwise agreed by us in writing, the remaining balance of your booking must be paid in full no later than 21 days before your arrival date. Your booking confirmation will show the amount outstanding and the date payment is due.

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4.3 Automatic Balance Payments

Where card details have been provided at the time of booking, the outstanding balance is automatically charged to the payment method held against your booking on the scheduled payment date.

It is the Lead Guest's responsibility to ensure that:

• the payment details provided remain valid;

• sufficient funds are available; and

• any replacement or updated payment details are provided to us before the balance becomes due.
   

4.4 Failed Payments

If an automatic payment is declined or cannot be processed, we may contact you and ask you to make payment using an alternative method. You remain responsible for ensuring the balance is paid by the required due date, even if an automatic payment fails. A failed automatic payment does not extend the payment deadline.

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4.5 Failure to Pay

If the full balance is not received by the required due date, we reserve the right to treat the booking as cancelled and release the dates for resale. Any cancellation will then be dealt with in accordance with Section 5 – Cancellations, Refunds & Changes to Your Booking.

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4.6 Payment Methods

Payments must be made using a payment method accepted by Ross & Coates Luxury Breaks. We do not accept cash payments on arrival. Your booking must be paid in full before access to the holiday home will be provided.

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4.7 Instalment Plans

An instalment plan does not change the final balance due date unless we have expressly agreed otherwise. If an instalment payment is missed or fails, you remain responsible for bringing the booking payments up to date.

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4.8 Additional Charges

Any optional extras or additional services requested after the original booking may require separate payment.

This may include, where applicable:

• early check-in or late check-out;

• entertainment or guest passes;

• pets;

• additional guests;

• booking amendments;

• celebration packages or other extras; and

• any other optional service requested by you.
   

Any applicable price will be confirmed before the additional service is added to your booking.

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5. Cancellations, Refunds & Changes to Your Booking

5.1 If You Wish to Cancel

If you wish to cancel your booking, you must notify Ross & Coates Luxury Breaks as soon as possible.

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Cancellation requests must be made by the Lead Guest.

 

Your cancellation will take effect from the date we confirm that it has been received and processed.

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5.2 Non-Refundable Bookings

Unless we expressly state otherwise at the time of booking, payments made towards your holiday are non-refundable if you choose to cancel. This includes cancellation because you are unable or no longer wish to travel. We strongly recommend taking out suitable travel insurance to protect you against circumstances that may prevent you from taking your holiday.

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5.3 Cancellation Fee

If a guest cancels a confirmed booking 8–14 days before arrival, a £150 cancellation administration fee applies. This covers the work involved in cancelling the booking, updating availability and managing the reservation.

If the guest cancels within 7 days of arrival, the full booking amount is non-refundable.

  

5.4 Outstanding Balance Following Cancellation

Cancelling your booking does not automatically remove your responsibility to pay amounts that have already become due under the booking. Where an outstanding balance remains payable under the cancellation terms applicable to your booking, we will confirm the amount due to you following cancellation. We reserve the right to recover any payment that remains lawfully due and unpaid.

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5.5 Changing Your Holiday Dates

You may request to move your booking to alternative dates once without an administration fee, subject to:

• availability;

• the Owner's agreement where required;

• the alternative dates being suitable for the booked holiday home; and

• payment of any difference in holiday price.
   

If the new stay costs more than your original booking, you must pay the difference.
 

If the new stay costs less, no refund or credit will normally be given for the difference unless we agree otherwise.
 

5.6 Further Date Changes

Once a booking has already been moved, any further request to change the dates will be subject to our agreement and may incur an administration charge (£55.00).

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Once your booking has been transferred to new dates, the booking remains subject to these Terms & Conditions and you remain responsible for the cost of the holiday if you later decide not to travel.

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5.7 Changing Holiday Home

If you ask to transfer your booking to a different holiday home, this will be subject to availability and our agreement. An administration fee of £55 will apply.

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You will also be required to pay any increase in price where the alternative holiday home costs more than your original booking.

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5.8 Changes Are Not Confirmed Until Approved

Requests to change dates, accommodation or booking details are not confirmed until you receive written confirmation from Ross & Coates Luxury Breaks. Until confirmation has been issued, your original booking remains in place.

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5.9 If We or the Owner Cannot Provide Your Holiday Home

In the unlikely event that your booked holiday home cannot be provided, we will contact you as soon as reasonably possible.

Where possible, we may offer:

• suitable alternative accommodation;

• alternative dates; or

• another reasonable solution.
   

You will not be required to accept alternative accommodation or dates if they are not suitable.

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Where we are unable to provide the booked accommodation or a suitable alternative that you agree to accept, any refund legally due in relation to the unavailable accommodation will be arranged.

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5.10 Changes Outside Our Control

Sometimes circumstances outside the control of Ross & Coates Luxury Breaks or the holiday home Owner may affect your booking. These may include serious weather conditions, utility or infrastructure failures, government restrictions, park closures, safety incidents or other exceptional events. Where this happens, we will take reasonable steps to assist you and will explain the options available based on the circumstances. Nothing within these Terms & Conditions affects any legal rights you may have which cannot lawfully be excluded or restricted.

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6. Security / Damage Deposit

6.1 £100 Security Deposit

A £100 security / damage deposit is required for all bookings.

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This is processed as a pre-authorisation hold against the payment card linked to your booking on the day of check-in.

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A pre-authorisation is not the same as taking a payment. The £100 is temporarily reserved by your card provider rather than being processed as a completed transaction.

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6.2 Sufficient Funds

You must ensure that:

• a valid payment card is available;

• the card remains valid on the day of check-in; and

• sufficient available funds are available for the £100 pre-authorisation.
   

If we are unable to obtain the required security deposit, access to the holiday home may be delayed or refused until the security deposit requirement has been satisfied.

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6.3 Release of the Pre-Authorisation

Following your departure, the holiday home will be checked by our housekeeping or management team. Where no issues are identified, the pre-authorisation will normally be released. Most banks and card providers make the funds available again within 3–5 working days, although timescales can vary depending on your card provider. Once we have released the pre-authorisation, we have no control over the time taken by your bank or card provider to make the funds available again.

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6.4 When We May Make a Charge

We may make a charge against the security deposit where reasonably required following your stay.

This may include costs arising from:

• damage to the holiday home, hot tub, decking, furniture, fixtures or contents;

• missing, lost or stolen items;

• excessive cleaning;

• smoking or vaping inside the holiday home;

• prohibited drug use;

• unauthorised guests or pets;

• damage or additional cleaning caused by pets;

• misuse of the hot tub or other equipment;

• lost or damaged keys;

• unauthorised late departure;

• breaches of the property's rules or these Terms & Conditions; or

• other loss or expense reasonably incurred as a result of the actions of you, your guests or visitors.
   

6.5 Charges Are Not Limited to £100

The £100 security deposit does not limit your liability to £100. If the reasonable cost of repairing damage, replacing items, carrying out additional cleaning or dealing with another breach exceeds the security deposit, the Lead Guest will remain responsible for the additional amount. We may contact you to request payment of the outstanding amount and reserve the right to recover amounts properly due to us or the holiday home Owner.

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6.6 Evidence of Damage or Additional Costs

Where a charge is made, we may use reasonable evidence to support it.

This may include:

• photographs or videos;

• housekeeping or inspection reports;

• maintenance reports;

• contractor invoices;

• replacement costs; or

• other relevant records.
   

Where appropriate, we will explain the reason for the charge and the amount being claimed.

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6.7 Reporting Existing Damage

If you notice any damage, missing items or other significant problems when you arrive, please report them to us as soon as reasonably possible. Where possible, please provide photographs. This helps us identify issues that existed before your stay and prevents you from being incorrectly held responsible.

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6.8 Serious Damage or Breaches

Where significant damage, deliberate misuse or a serious breach of these Terms occurs, we are not required to limit any claim to the security deposit. Depending on the circumstances, this may also result in termination of the stay and refusal of future bookings.

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6.9 Your Responsibility

The Lead Guest is responsible for damage, loss or additional costs caused by themselves or any guest, child, pet or visitor connected with their booking. This responsibility applies whether or not the Lead Guest personally caused the damage or breach.

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7. Arrival, Check-In & Departure

7.1 Check-In

Standard check-in is from 4:00pm on your arrival date, unless a different time is confirmed as part of your booking. Please do not attempt to access the holiday home or park at the holiday home before your confirmed check-in time. Our housekeeping, hot tub and maintenance teams may need access to the property before check-in to prepare it for your arrival.

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7.2 Early Check-In

Early check-in may be available as an optional paid extra, subject to availability.

Early check-in is only confirmed once:

• it has been agreed by Ross & Coates Luxury Breaks;

• any applicable charge has been paid; and

• you have received confirmation of your revised check-in time.

Requesting or paying for early check-in does not allow access before the time specifically confirmed to you.

If early check-in has not been confirmed, your standard check-in time remains 4:00pm.
 

7.3 Arriving Early

Guests must not enter or attempt to enter the holiday home before their confirmed check-in time. Arriving at the holiday park earlier does not give you permission to access the holiday home. Unauthorised early entry may interfere with housekeeping, maintenance, inspections or hot tub preparation and may result in additional charges where extra work or disruption is caused.

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7.4 Access & Keys

Check-in and access instructions will be provided before your arrival.

Where a key safe is provided, you must:

• keep the key safe code secure;

• not share the code with anyone who is not part of your booking;

• return the keys to the key safe when required; and

• ensure the key safe is properly closed and the code scrambled after use.

Keys must not be copied or removed from the holiday park after your stay.
 

7.5 Lost or Damaged Keys

You must contact us immediately if a key is lost, damaged or cannot be returned. The Lead Guest will be responsible for the reasonable costs arising from lost or damaged keys. This may include replacement keys, replacement locks, locksmith charges and replacement key sets where necessary for security.

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7.6 Check-Out

Standard check-out is no later than 10:00am on your departure date, unless a later time has been confirmed by us in advance. The holiday home, including all belongings belonging to your party, must be fully vacated by the confirmed check-out time.

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7.7 Late Check-Out

Late check-out may be available as an optional paid extra, subject to availability. It is only confirmed once it has been agreed by Ross & Coates Luxury Breaks and you have received confirmation of your revised departure time. If late check-out has not been confirmed, you must leave the holiday home by 10:00am.

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7.8 Unauthorised Late Departure

Remaining in the holiday home after your confirmed check-out time without our agreement may result in an additional charge.

This is because late departure can delay housekeeping and preparation for incoming guests. Where an unauthorised late departure causes additional costs, delays or disruption to another booking, the Lead Guest may also be responsible for the reasonable costs directly resulting from that delay.

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7.9 Before You Leave

Before departure, please:

• remove all personal belongings;

• place rubbish in the appropriate bins;

• leave the holiday home reasonably clean and tidy;

• follow the departure instructions provided to you;

• close and secure all windows and doors;

• switch off appliances where instructed; and

• return all keys to the designated location or key safe.

You are not expected to carry out a full clean of the holiday home, but it should be left in a reasonable condition. Excessive mess, rubbish or cleaning beyond what would normally be expected following a holiday stay may result in an additional cleaning charge.

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7.10 Personal Belongings

Please check the holiday home carefully before leaving. If belongings are left behind, we will make reasonable efforts to help where possible, but we cannot guarantee that lost property will be found or retained.

 

Ross & Coates Luxury Breaks does not provide a postal, courier or return service for items left behind.

 

Ross & Coates Luxury Breaks accepts no responsibility for personal belongings that are lost, forgotten, damaged or left behind, except where responsibility cannot legally be excluded.

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7.11 Leaving Early

If you choose to leave before your scheduled departure date for personal reasons, you will not be entitled to a refund for the unused part of your stay. This does not affect your rights where you leave because of a problem with the accommodation for which you may have a legal remedy under these Terms or applicable law.

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8. Guest Behaviour & Responsibilities

8.1 Responsibility for Your Party

The Lead Guest is responsible for the behaviour of everyone included in or connected with their booking, including guests, children and visitors.

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All guests must behave responsibly and respectfully towards:

• other holidaymakers;

• neighbouring holiday homes;

• holiday park staff;

• Ross & Coates Luxury Breaks staff and contractors;

• the holiday home and its contents; and

• the surrounding holiday park and environment.
   

8.2 Noise & Anti-Social Behaviour

Please be considerate of neighbouring guests at all times. Excessive noise, loud music, shouting, disruptive behaviour or any other activity that causes an unreasonable disturbance is not permitted. Guests must also comply with any quiet hours or noise restrictions imposed by the holiday park.

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8.3 Smoking & Vaping

Smoking and vaping are strictly prohibited inside the holiday home. This includes smoking or vaping from windows, doorways or in any other way that causes smoke or vapour to enter the accommodation. Where smoking or vaping results in additional cleaning, deodorising, damage or other reasonable costs, these costs may be charged to the Lead Guest.
 

8.4 Drugs & Illegal Activity

The possession, use or supply of illegal drugs at the holiday home is strictly prohibited. The holiday home must not be used for any illegal, criminal or unlawful activity. Serious breaches may result in immediate termination of the stay without refund and may be reported to the holiday park security team or police where appropriate.

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8.5 Alcohol

Alcohol may be consumed responsibly by guests who are legally permitted to do so. Alcohol consumption does not excuse disruptive, aggressive, unsafe or anti-social behaviour. Guests who become excessively disruptive or pose a risk to themselves, the property or other people may be required to leave.

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8.6 Abusive, Aggressive or Threatening Behaviour

We will not tolerate threatening, intimidating, discriminatory, aggressive or abusive behaviour towards our staff, contractors, holiday park staff, property owners, other guests or members of the public.

This applies to behaviour:

• in person;

• by telephone;

• by email;

• by text or messaging services; and

• through any other communication with us.
   

Serious or repeated behaviour of this nature may result in us limiting communication, involving holiday park security or the police where appropriate, or terminating the stay.

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8.7 Children

Children must be appropriately supervised by a responsible adult.

Children must not be allowed to:

• damage or misuse the holiday home or its contents;

• interfere with electrical, gas or safety equipment;

• play unsupervised around hot tubs, lakes, roads or other potentially hazardous areas; or

• cause unreasonable disturbance to neighbouring guests.
   

Parents, guardians and supervising adults remain responsible for children in their care.

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8.8 Safety Equipment

Smoke alarms, carbon monoxide alarms, fire extinguishers, fire blankets and any other safety or emergency equipment must not be removed, covered, disconnected, damaged or tampered with. Batteries must not be removed from alarms.

If you believe any safety equipment is faulty, please contact us immediately rather than attempting to repair or alter it yourself. Tampering with safety equipment will be treated as a serious breach of these Terms and may result in the stay being terminated.

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8.9 Respecting Staff & Contractors

Our housekeeping, maintenance, hot tub and other authorised teams may need to attend the holiday home during your stay where reasonably necessary. Guests must treat anyone attending the property respectfully and must not obstruct necessary safety, maintenance or emergency work. We will always aim to minimise disruption wherever reasonably possible.

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8.10 Serious or Repeated Breaches

Where the behaviour of a guest or visitor presents a safety risk, causes serious disruption, damages the property or amounts to a serious or repeated breach of these Terms, we may require the person concerned or the entire party to leave the holiday home.

Depending on the circumstances, holiday park security or the police may also be contacted. Where a stay is terminated because of the conduct of the Lead Guest or their party, no refund will normally be provided for the unused portion of the stay. The Lead Guest will remain responsible for any damage, additional cleaning or other reasonable costs caused by the breach.

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8.11 Future Bookings

Ross & Coates Luxury Breaks reserves the right to refuse future bookings from guests who have previously caused serious damage, failed to make payments properly due, behaved abusively or seriously breached these Terms & Conditions.

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9. Looking After the Holiday Home & Property Rules

9.1 Treating the Holiday Home With Care

We want you to relax and enjoy your stay, but we ask that you treat the holiday home and its contents with reasonable care.

The holiday home must be left in a reasonably clean and tidy condition at the end of your stay.

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Normal use of the accommodation is expected. However, excessive mess, avoidable damage or misuse may result in additional charges.

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9.2 Furniture, Fixtures & Contents

Furniture, appliances, furnishings and other items provided within the holiday home must be used appropriately and for their intended purpose.

Items belonging to the holiday home must not be:

• removed from the property;

• deliberately damaged;

• misused;

• dismantled; or

• moved outside where they are not intended for outdoor use.
   

Please return any furniture or other movable items to their original position before departure where reasonably possible.

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9.3 Security of the Holiday Home

Guests are responsible for taking reasonable care to keep the holiday home secure during their stay.

Whenever the property is left unattended, please ensure that:

• external doors are locked;

• windows are properly closed and secured where appropriate;

• keys are kept safe; and

• personal belongings are not left unsecured outside.
   

The Lead Guest may be responsible for loss or damage caused by their party failing to take reasonable steps to secure the holiday home.
 

9.4 Using Appliances & Equipment

Please use all appliances, heating systems and equipment in accordance with any instructions provided. If you are unsure how to operate something, please contact us rather than attempting to dismantle, repair or alter it yourself.

Guests must not interfere with:

• boilers or gas equipment;

• electrical systems;

• fuse boards;

• heating systems;

• safety equipment;

• locked cupboards or Owner storage areas; or

• equipment marked as being for staff, maintenance or Owner use only.
   

9.5 Reporting Faults

If an appliance, item of equipment or part of the holiday home appears to be faulty, damaged or unsafe, please stop using it and contact us as soon as possible. We will arrange for the matter to be assessed where necessary. Guests must not continue using equipment that they reasonably believe may be unsafe.

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9.6 Damage & Breakages

Accidents can happen. If you or anyone in your party damages or breaks something, please tell us as soon as possible.

Reporting an accidental breakage does not automatically mean that you will be charged. Where repair or replacement is required because of damage, misuse or negligence, the Lead Guest may be responsible for the reasonable cost involved.

Please do not attempt to replace damaged items yourself without speaking to us first.

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9.7 Candles, Naked Flames & Fire Risks

Candles, ax burners and other naked-flame products must not be used inside the holiday home. Guests must not bring or use anything that creates an unreasonable fire or safety risk. BBQs are subject to separate rules within these Terms & Conditions.

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9.8 Prohibited Items

Items that present an unreasonable risk of injury, damage or excessive mess must not be brought into or used within the holiday home.

This includes:

• BB guns, air weapons or similar items;

• weapons or items intended to cause injury;

• Plasticine, modelling clay or similar products that may stain or damage furnishings;

• large quantities of small craft items such as loom bands where these may cause damage or create a safety risk; and

• any illegal or dangerous item.
   

9.9 Decorations

Please do not attach decorations, banners, balloons or other items to walls, ceilings, furniture or fixtures using anything that may cause damage or leave marks. This includes nails, screws, strong adhesive tape, glue and similar fixings. Any decorations used must be removed before departure. Where additional cleaning or repairs are required because of decorations, the reasonable cost may be charged to the Lead Guest.

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9.10 Owner's Personal Belongings & Storage

Some holiday homes may contain locked cupboards, storage areas or personal belongings belonging to the Owner. Guests must not attempt to access locked or clearly private storage areas. Any items specifically identified as being for Owner or staff use must not be used by guests.

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9.11 Excessive Cleaning

Your stay includes normal housekeeping following departure. However, additional charges may apply where the holiday home is left in a condition requiring substantially more cleaning than would reasonably be expected following a holiday stay.

Examples may include:

• excessive rubbish;

• significant food or drink spillages;

• staining;

• excessive pet hair or pet-related mess;

• bodily fluids;

• deliberate or unreasonable mess; or

• additional cleaning required because these Terms have been breached.

Any charge will reflect the additional cleaning or specialist work reasonably required.

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9.12 House-Specific Rules

Individual holiday homes may have additional reasonable rules or instructions because of their particular facilities, equipment or location. These may be provided within the property listing, booking information, arrival information or inside the holiday home.

Guests must follow any reasonable property-specific safety or usage instructions provided to them.

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10. Pets

10.1 Pet-Friendly Holiday Homes

Pets are only permitted in holiday homes advertised as pet friendly and must be declared when making your booking.

The number and type of pets permitted may vary between holiday homes. Any applicable pet charge will be confirmed as part of your booking.

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10.2 Adding a Pet After Booking

If you wish to bring a pet that was not included within your original booking, you must contact Ross & Coates Luxury Breaks before arrival. Pets must not be brought to the holiday home unless they have been approved and added to the booking.

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10.3 Pets Inside the Holiday Home

Pets must not be allowed on beds, sofas, chairs or other furniture. Guests should bring suitable pet bedding for their stay.

Pets must not be allowed to cause damage to flooring, furnishings, doors, decking or any other part of the holiday home.

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10.4 Leaving Pets Unattended

Pets should not normally be left unattended in the holiday home. Where a pet needs to be left for a short period, it must be safely secured in an appropriate crate and must not be left where it may become distressed, cause damage or create a disturbance. Pets must never be left unattended in circumstances where the temperature or other conditions could put their welfare at risk.

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10.5 Cleaning Up After Pets

Guests are responsible for cleaning up after their pets both inside and outside the holiday home. Pet waste must be collected immediately and disposed of appropriately. Please do not allow pets to use decking or artificial grass as a toilet.

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10.6 Dogs Around the Holiday Park

Dogs must be kept under control at all times. Where the holiday park requires dogs to be kept on a lead, guests must comply with that rule. Dogs must not be allowed to cause unreasonable noise, nuisance, distress or danger to other guests, animals or holiday park staff. Any park-specific restrictions relating to dogs, exercise areas, beaches, lakes or facilities must also be followed.

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10.7 Pets & Hot Tubs

Pets must not enter or be placed in a hot tub under any circumstances. Pets should also be kept away from hot tub equipment, covers and maintenance products. Any additional cleaning, water replacement or maintenance required because a pet has entered or contaminated a hot tub may be charged to the Lead Guest.

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10.8 Damage & Additional Cleaning

The Lead Guest is responsible for any damage or additional cleaning caused by a pet included in their booking.

This may include:

• damage to furniture, flooring, doors or furnishings;

• staining or odours;

• excessive pet hair;

• pet waste left at the property;

• damage to decking or outdoor areas; or

• specialist cleaning where reasonably required.
   

Any charge will reflect the reasonable additional cleaning, repair or replacement costs incurred.

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10.9 Unauthorised Pets

Bringing a pet to a holiday home without declaring it or obtaining the required permission is a breach of these Terms & Conditions.

This may result in:

• an additional pet or cleaning charge;

• the pet being required to leave the property; or

• in serious cases, termination of the stay.
   

No refund will normally be provided where a stay is terminated because an unauthorised pet has been brought to the holiday home.

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10.10 Assistance Dogs

If you will be travelling with an assistance dog, please contact us before arrival so that we can make any necessary arrangements and provide relevant property or park information.

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11. Utilities, Heating & Electric Vehicle Charging

11.1 Utilities Included

Gas, electricity and water used during your stay are included within the cost of your holiday on a reasonable fair-use basis, unless your booking information states otherwise. Normal use of heating, lighting, appliances and other facilities provided within the holiday home is included.

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11.2 Fair Use

We ask guests to use gas, electricity and water responsibly during their stay.

Please do not unnecessarily leave:

• heating running at excessive temperatures;

• heating running continuously while the holiday home is unoccupied;

• windows or external doors open while the heating is operating;

• taps or showers running unnecessarily; or

• electrical appliances switched on when they are not required.
   

We are not looking to restrict normal holiday use. This clause is intended to prevent unreasonable or excessive consumption.
 

11.3 Excessive Usage

Where utility consumption is significantly beyond what would reasonably be expected for the length and nature of the stay, the Lead Guest may be responsible for reasonable additional costs directly resulting from that excessive use. Where possible, we will explain the reason for any additional charge.

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11.4 Heating & Temperature Controls

Guests may use the heating controls provided for normal comfort during their stay. You must not dismantle, reset, reprogramme or interfere with boilers, heating systems or other equipment beyond the normal guest controls provided. If you experience a problem with the heating or hot water, please contact us so that we can arrange appropriate assistance.

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11.5 Electric & Hybrid Vehicles

Electric and plug-in hybrid vehicles must not be charged using the holiday home's electrical supply under any circumstances.

This includes:

• plugging a vehicle into an internal socket;

• using an external socket belonging to the holiday home;

• running extension leads from the holiday home to a vehicle; or

• using adapters or other equipment to obtain power from the holiday home.
   

Domestic holiday-home electrical systems are not intended to be used for vehicle charging and doing so may create a fire, electrical or insurance risk.

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Guests requiring vehicle charging must use an authorised EV charging point where available.

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11.6 Unauthorised Vehicle Charging

If a vehicle is charged from the holiday home without permission, you may be required to stop charging immediately.

The Lead Guest may also be responsible for reasonable costs resulting from the unauthorised charging, including damage, electrical call-outs or other costs directly caused by the breach. Serious or repeated interference with the holiday home's electrical system may result in termination of the stay.
 

11.7 Utility Interruptions

From time to time, gas, electricity, water or other utility services may be interrupted because of circumstances outside the reasonable control of Ross & Coates Luxury Breaks or the holiday home Owner.

This may include:

• holiday park or site-wide outages;

• problems with external utility networks;

• emergency works;

• severe weather; or

• faults affecting the wider holiday park.
   

If you experience a loss of an essential utility, please report it to us as soon as possible. We will take reasonable steps to assist and, where the issue relates to the holiday home itself, arrange investigation or repair where appropriate. Where the interruption is controlled by the holiday park or an external utility provider, we may need to refer the matter to them and cannot guarantee how quickly they will restore the service.

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Nothing within this section affects any legal rights you may have where an essential service forming part of your accommodation is not provided.

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12. Hot Tub Use & Safety

This section applies where a private hot tub is included with your holiday home.

​

For health, safety and hygiene reasons, our hot tubs are drained, cleaned, refilled and chemically treated between every guest stay. As a result, we cannot guarantee that the hot tub will have reached its optimum temperature by your arrival.

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12.1 Using the Hot Tub

Guests use the hot tub at their own risk and must follow the safety and usage instructions provided. The Lead Guest is responsible for ensuring that everyone in their party uses the hot tub safely and appropriately.

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12.2 Daily Hot Tub Maintenance

Hot tubs are routinely checked and maintained to help ensure appropriate water quality and safe operation. Our authorised hot tub team will require access to the hot tub area for routine testing, chemical treatment, cleaning and maintenance. This will normally take place during the morning. Guests must allow our authorised team reasonable access to carry out these essential checks.

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12.3 Water Treatment

Following maintenance or chemical treatment, there may be occasions when the hot tub cannot be used immediately. If our hot tub team advises that the hot tub should not be used for a period of time, guests must follow those instructions. Do not enter the hot tub while maintenance is being carried out or while you have been advised that it is temporarily unavailable.

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12.4 Shower Before Use

For hygiene and water quality, guests should shower before entering the hot tub.

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Please remove fake tan, make-up, body oils, heavy lotions and creams before entering. These products can seriously affect water quality, filters and the operation of the hot tub.

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Where contamination results in the hot tub needing to be drained, cleaned, refilled or treated beyond normal maintenance, the Lead Guest may be responsible for the reasonable additional cost.

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12.5 Children

Children under 5 years old must not use the hot tub.

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Children aged 5 and over must be supervised by a responsible adult at all times when using or around the hot tub.

Children must not:

• use the hot tub unsupervised;

• play with or interfere with the controls;

• climb or stand on the hot tub cover;

• interfere with filters, jets or maintenance equipment; or

• use the hot tub for excessive periods.
   

Parents and supervising adults are responsible for deciding whether hot tub use is appropriate for children in their care.

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12.6 Hot Tub Controls

Guests may use the normal guest controls provided for operating the hot tub.

You must not:

• repeatedly press or interfere with control buttons;

• alter restricted settings;

• interfere with temperature or maintenance settings;

• remove or interfere with filters;

• attempt to reset or repair the hot tub;

• access internal components; or

• interfere with chemical or maintenance equipment.
   

If you believe there is a problem with the hot tub, please contact us rather than attempting to fix it yourself.
 

12.7 Hot Tub Covers

Hot tub covers are heavy and must be handled carefully. When removing the cover, please place or secure it safely and ensure that it cannot be caught or moved by the wind. After using the hot tub, the cover must be correctly replaced and secured.

Do not:

• sit, stand or climb on the cover;

• leave the cover unsecured;

• allow children to play with the cover; or

• leave the cover in a position where it could cause damage or injury.
   

12.8 Wind & Weather

Many of our holiday homes are located in open or lakeside environments where wind and weather conditions can change quickly. Particular care must therefore be taken when removing and replacing hot tub covers. Guests should not attempt to remove or handle the cover where weather conditions make it unsafe to do so. The Lead Guest may be responsible for damage caused where a hot tub cover has been left unsecured or has not been handled appropriately.

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12.9 Food, Drinks & Glass

Glass must not be used in or around the hot tub. Please use suitable non-breakable drinking containers.

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Food should not be consumed while using the hot tub.

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If broken glass enters or is suspected to have entered the hot tub, stop using it immediately and contact us.

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12.10 Safe & Appropriate Use

Guests must not use the hot tub in a way that could cause injury, contamination or damage.

Do not:

• jump or dive into the hot tub;

• deliberately splash excessive amounts of water out of the hot tub;

• add bubble bath, soaps, oils, bath products or chemicals;

• interfere with the water treatment system; or

• use electrical equipment in or immediately around the hot tub.
   

12.11 Problems With the Hot Tub

If you experience a problem with the hot tub, please contact Ross & Coates Luxury Breaks as soon as possible. Do not attempt to repair, drain, refill or reset the hot tub yourself. We will arrange for the issue to be assessed where necessary.

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12.12 Additional Call-Outs

Routine scheduled hot tub maintenance is included where a hot tub forms part of your booking. Where an additional attendance is requested after the scheduled maintenance visit and the issue is found to have resulted from guest misuse, interference with the controls or failure to follow the instructions provided, a £60 call-out charge may apply.

 

Where the problem is caused by a genuine fault with the hot tub and is not the result of guest actions, the guest will not be charged for the maintenance attendance.

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12.13 Damage, Contamination & Misuse

The Lead Guest may be responsible for reasonable additional costs where misuse results in:

• damage to the hot tub or its equipment;

• damage to the cover, clips or surrounding area;

• contamination requiring additional treatment;

• draining, cleaning and refilling;

• filter replacement;

• repair or replacement of damaged components; or

• an additional maintenance visit.
   

These costs are not limited to the £100 security deposit.

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12.14 Hot Tub Availability

We will make reasonable efforts to ensure the hot tub is available during your stay where it is advertised as part of the holiday home.

However, hot tubs require regular maintenance and may occasionally need to be temporarily taken out of use for safety, water quality, repair or maintenance reasons. If a problem occurs, you must report it to us as soon as possible and allow us a reasonable opportunity to investigate and rectify it. Any remedy available will depend on the circumstances, including the nature of the problem, how long the hot tub was unavailable and whether we were given a reasonable opportunity to resolve it.

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13. BBQs & Fire Safety

13.1 BBQs Provided at the Holiday Home

Any BBQ, fire pit or similar equipment belonging to the holiday home Owner is not for guest use unless your booking information specifically states otherwise. Please do not use equipment simply because it is stored at or near the holiday home.

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13.2 Bringing Your Own BBQ

Guests may bring their own BBQ where permitted by the holiday park.

 

BBQs must only be used in a safe and suitable location. They must be positioned on a paved or other suitable non-flammable surface, a safe distance away from the holiday home and anything that could catch fire.

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13.3 Where BBQs Must Not Be Used

BBQs must never be placed or used:

• on decking;

• on outdoor furniture or tables;

• on artificial grass;

• inside the holiday home;

• underneath or immediately beside the holiday home;

• underneath awnings or other covered areas;

• beside fences or other flammable structures; or

• anywhere prohibited by the holiday park.
   

This applies even where a disposable BBQ or raised BBQ stand is being used.
 

13.4 Supervision

A lit BBQ must be supervised by a responsible adult at all times.

 

Children and pets must be kept a safe distance away.

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Never leave a BBQ unattended while it is lit, hot or cooling down.

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13.5 Extinguishing & Disposal

BBQs must be completely extinguished after use and allowed to cool safely. Hot coals, ash or disposable BBQs must not be placed in general waste bins while they remain hot.

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Guests must follow any BBQ disposal instructions provided by the holiday park.

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13.6 Fire Safety

Guests must take reasonable precautions to prevent fire.

In particular, you must not:

• use candles or other naked flames inside the holiday home;

• interfere with smoke alarms, carbon monoxide alarms or other fire-safety equipment;

• block fire exits or access routes;

• store flammable materials unsafely; or

• use cooking or heating equipment in a way that creates an unreasonable fire risk.
   

13.7 BBQ Damage

The Lead Guest is responsible for damage caused by a BBQ used by themselves, their guests or visitors.

This may include:

• burns or melting to decking;

• damage to artificial grass;

• damage to outdoor furniture;

• heat or smoke damage;

• staining;

• damage to the holiday home or surrounding structures; and

• additional cleaning or repair work.
   

Where damage occurs, the Lead Guest will be responsible for the reasonable cost of cleaning, repair or replacement.

Depending on the extent of the damage, these costs may substantially exceed the £100 security deposit.

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13.8 Serious Breaches

Using a BBQ in a prohibited location or in a way that creates a serious fire or safety risk will be treated as a serious breach of these Terms. Guests may be instructed to stop using the BBQ immediately. Where the behaviour creates a significant or continuing risk to people or property, Ross & Coates Luxury Breaks or holiday park management may require the responsible guest or party to leave.

Where a stay is terminated because of a serious breach by the guest, no refund will normally be provided for the unused portion of the stay.

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13.9 Park Restrictions

Individual holiday parks may impose additional BBQ or fire-safety restrictions, particularly during periods of hot or dry weather.

Guests must comply with any temporary or permanent restrictions imposed by the holiday park, even where BBQ use would otherwise be permitted under these Terms.

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14. Wi-Fi & Connectivity

14.1 Wi-Fi Availability

Where Wi-Fi is provided at the holiday home, it is offered as a complimentary additional service unless your booking information specifically states otherwise. Wi-Fi availability, speed and signal strength cannot be guaranteed.

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14.2 Holiday Park Connectivity

Many of our holiday homes are located within holiday parks where internet services may rely on mobile networks, routers, dongles or other wireless connections.

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Signal strength and performance may therefore vary depending on factors including:

• the location of the holiday home;

• network coverage;

• the number of people using the network;

• weather conditions;

• network or service-provider faults; and

• circumstances outside our reasonable control.
   

14.3 Streaming & Remote Working

Wi-Fi provided at the holiday home should not be relied upon for activities requiring a guaranteed or high-speed internet connection.

This includes:

• remote working;

• video conferencing;

• online gaming;

• streaming television or films; and

• downloading or uploading large files.
   

If reliable internet access is essential during your stay, we recommend having an alternative connection available, such as your own mobile data.
 

14.4 Wi-Fi Problems

If Wi-Fi is provided and you experience a problem, please report it to us. Where the equipment forms part of the holiday home, we will take reasonable steps to assist.
 

Where the issue relates to mobile coverage, the holiday park, an internet service provider or another external network, resolution may be outside our control.

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14.5 Temporary Loss of Wi-Fi

Temporary interruption, reduced speed or loss of a complimentary Wi-Fi service will not normally entitle guests to a refund or compensation. This does not affect any legal rights that cannot be excluded or restricted.
 

14.6 Responsible Use

Guests must use any internet connection provided lawfully and responsibly. The connection must not be used for illegal activity or in any way that could compromise the security of the network, router or other equipment.

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Guests must not reset, remove, disconnect or tamper with Wi-Fi equipment provided at the holiday home. If there is a problem, please contact us for assistance.

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15. Entertainment Passes, Activities & Holiday Park Facilities

15.1 Entertainment / Guest Passes

Entertainment or guest passes are not included with your accommodation unless your booking confirmation or booking manager specifically states that they are included.

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Where available, passes may be purchased and arranged through Ross & Coates Luxury Breaks on your behalf.

​

The passes themselves are provided by and remain subject to the terms, conditions and operating arrangements of the relevant holiday park.

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15.2 Pass Prices

Pass prices are set by the holiday park and may vary depending on factors such as:

• holiday dates;

• peak or off-peak periods;

• length of stay;

• number and ages of guests; and

• the holiday park's current pricing structure.
   

Ross & Coates Luxury Breaks does not set or control the park's pass prices.
 

Where you ask us to arrange passes, the applicable price will be confirmed based on the information available to us at that time.
 

15.3 Ordering Passes

Where passes are required, guests are responsible for requesting and paying for them within any applicable ordering deadlines. Passes cannot always be ordered or amended at short notice or on the day of arrival. We therefore strongly recommend arranging any required passes in advance. It is the Lead Guest's responsibility to ensure that the correct guest information is provided when passes are ordered.
 

15.4 Receiving Your Passes

Where Ross & Coates Luxury Breaks has arranged passes for your stay, these will normally be provided before or around your arrival in accordance with the holiday park's process. Delivery methods may vary and passes may be issued electronically by email, text message, messaging service or another method used by the holiday park. If you have ordered and paid for passes but have not received them by your arrival date, please contact us so that we can investigate.
 

15.5 Activities, Swimming & Experiences

Purchasing an entertainment or guest pass does not guarantee availability for individual activities, swimming sessions, restaurants, entertainment or other experiences.

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Where advance booking is available or required, it is the guest's responsibility to make those reservations directly through the holiday park's booking system or other method provided.

​

Activities and sessions are generally subject to availability and may become fully booked.

​

We recommend booking any activities you particularly wish to attend as soon as the holiday park allows you to do so.

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15.6 Holiday Park Facilities

Facilities available at the holiday park may include swimming pools, entertainment venues, restaurants, bars, shops, activities, play areas and other leisure facilities.

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These facilities are operated by the holiday park or other third-party providers, not Ross & Coates Luxury Breaks.

The park or relevant provider controls:

• opening dates and times;

• activity schedules;

• capacity and availability;

• prices;

• age, height or other participation restrictions;

• maintenance and temporary closures;

• entertainment programmes; and

• changes to or withdrawal of facilities.
   

15.7 Changes & Closures

Holiday park facilities, entertainment and activities may be changed, restricted or closed at short notice. Availability may also vary depending on the time of year, and some facilities may operate reduced hours or remain closed during quieter or winter periods.

Guests should check current information provided by the holiday park when planning their stay.

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15.8 Ross & Coates' Responsibility

Ross & Coates Luxury Breaks is responsible for the accommodation and services that we have agreed to provide or manage as part of your booking. We do not operate or control the holiday park's entertainment, leisure facilities, activities or other third-party services.

We therefore cannot guarantee that a particular park facility, activity, entertainment programme or service will be available during your stay.

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15.9 Problems With Park Facilities or Activities

If you experience a problem with a service or facility operated directly by the holiday park, this should normally be raised with the holiday park or relevant provider.

This includes complaints relating to:

• swimming pools;

• entertainment;

• activities or experiences;

• restaurants and bars;

• park-operated facilities;

• activity availability; or

• the operation of a service provided directly by the park.
   

Ross & Coates Luxury Breaks may provide reasonable information or assistance where possible, but we cannot determine the outcome of a complaint relating to a service we do not operate.

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15.10 Refunds for Passes & Third-Party Services

Any refund or compensation relating to a holiday park pass, activity or other third-party service will be subject to the applicable provider's terms and the circumstances of the issue. Ross & Coates Luxury Breaks cannot provide compensation on behalf of a holiday park or third-party provider for a service that they operate or control. This does not affect any responsibility Ross & Coates Luxury Breaks may have for services that we have directly agreed to provide as part of your booking.
 

15.11 Park Terms & Conditions

By using holiday park passes, facilities, activities or services, guests may also be required to comply with the holiday park's own terms, conditions and rules. It is the guest's responsibility to follow those requirements while using the relevant facilities or services.

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16. Holiday Park Rules, Fishing, Lakes & Water Safety

16.1 Holiday Park Rules

All guests and visitors must comply with the rules of the holiday park throughout their stay.

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Holiday park rules are separate from these Terms & Conditions and may include requirements relating to:

• noise and behaviour;

• vehicles and speed limits;

• pets;

• fishing;

• lakes and waterways;

• BBQs and fire safety;

• use of facilities;

• parking; and

• other health and safety requirements.
   

Holiday park management may amend or introduce rules where reasonably necessary for safety or the operation of the park.
 

16.2 Breaching Park Rules

Guests are responsible for familiarising themselves with and following any applicable park rules. Ross & Coates Luxury Breaks cannot authorise guests to disregard a rule imposed by the holiday park. Serious or repeated breaches may result in holiday park management or security requiring a guest or party to leave the park. Where your stay is terminated because you or a member of your party has seriously breached the park rules, no refund will normally be provided for the unused portion of your stay.

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16.3 Lakes & Open Water

Many holiday homes are located close to lakes, fishing lakes, ponds or other areas of open water. Guests must take appropriate care when walking or spending time near these areas, particularly during poor weather, darkness or slippery conditions. Children must be appropriately supervised by a responsible adult when near lakes or other open water.

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16.4 No Open-Water Swimming

Swimming or entering lakes or other open water is strictly prohibited unless the holiday park has specifically designated an area for that purpose. At Tattershall Lakes Country Park, swimming in the lakes is not permitted. Guests must comply with all warning signs, barriers and safety instructions relating to lakes and waterways.

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16.5 Fishing

Fishing is only permitted where:

• the holiday home or booking includes or allows fishing;

• the relevant lake permits fishing;

• the guest has any licence or permission required; and

• all applicable holiday park and fishing rules are followed.
   

Booking a holiday home at a lakeside location does not automatically mean that fishing rights or a fishing peg are included. Please check the individual holiday home description and your booking confirmation.

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16.6 Private Fishing Pegs

Where a holiday home is advertised as including a private fishing peg, the peg is provided for guests staying at that holiday home, subject to any applicable park and fishing rules. Guests must use fishing pegs responsibly and keep the surrounding area reasonably clean and free from equipment that could create a trip or safety hazard. Children must be supervised around fishing pegs and lakes at all times.

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16.7 Fishing Rules & Licences

Guests are responsible for ensuring that they hold any fishing licence legally required for the type of fishing being undertaken.

Guests must also comply with any rules relating to:

• permitted fishing times;

• number of rods;

• permitted bait or tackle;

• fish handling;

• catch-and-release requirements;

• designated fishing areas; and

• any seasonal or temporary restrictions.
   

Ross & Coates Luxury Breaks does not issue fishing licences unless expressly stated otherwise.

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16.8 Fishing Equipment

Guests are responsible for their own fishing equipment and personal belongings.

 

Fishing equipment must not be left where it could cause an obstruction or safety hazard.

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Hooks, lines, bait and other fishing equipment must be stored and disposed of safely, particularly where children, pets or wildlife may be present.

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16.9 Fishing Conditions

The availability of a fishing peg does not guarantee that fish will be caught. Fishing conditions can be affected by weather, water conditions, fish behaviour, maintenance, park management decisions and other circumstances outside our reasonable control.

No refund or compensation will normally be provided because of the quantity, size or type of fish caught, or because fishing conditions were less favourable than expected.

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16.10 Temporary Fishing Restrictions

There may be occasions when the holiday park or relevant authority temporarily restricts access to a lake or fishing area for safety, maintenance, environmental or operational reasons. Where we become aware of a restriction that materially affects a fishing facility specifically advertised as part of your accommodation, we will provide information to you where reasonably possible.

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16.11 Water Safety

Guests enter and use lakeside areas, fishing pegs and waterside locations with appropriate care and must follow all safety signage and instructions.

Do not:

• enter the water to retrieve fishing equipment;

• allow children to play unsupervised at the water's edge;

• remove or interfere with lifesaving equipment;

• climb over safety barriers; or

• ignore instructions issued by holiday park staff or emergency services.
   

Any lifesaving equipment provided around the park must only be used in an emergency.

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17. Wildlife, Natural Environment, RAF Aircraft & External Factors

17.1 Natural Holiday Park Environment

Many of our holiday homes are located within countryside, lakeside or woodland holiday parks. As a result, guests should expect normal features of a natural outdoor environment during their stay.

These may include:

• birds and waterfowl;

• insects and spiders;

• flies, midges and mosquitoes;

• leaves, pollen and other natural debris;

• mud and dirt;

• bird droppings; and

• other wildlife naturally present within the area.
   

The presence of normal wildlife or naturally occurring outdoor debris does not, by itself, mean that the holiday home has not been properly cleaned or maintained.

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17.2 Lakeside Holiday Homes

Properties located beside or close to lakes may experience greater levels of insects, birds, waterfowl and other wildlife.

This can vary considerably depending on the weather, season and environmental conditions. Guests booking a lakeside or waterside holiday home should take this into account when choosing their accommodation.
 

17.3 Outdoor Areas

Decking, outdoor furniture, vehicles and other external areas may occasionally be affected by leaves, insects, bird droppings, pollen or other naturally occurring debris. Although reasonable efforts are made to prepare outdoor areas for arriving guests, it is not possible to guarantee that external areas will remain completely free from natural debris throughout a stay.

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17.4 Feeding Wildlife

Please do not feed gulls, ducks, geese or other wildlife around the holiday home or holiday park unless the park specifically permits it.

Feeding wildlife can encourage large numbers of birds or animals to gather around accommodation and may create noise, mess, aggressive behaviour or health and safety concerns. Guests must follow any wildlife rules imposed by the holiday park.

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17.5 Insects Inside the Holiday Home

Occasionally, insects may enter a holiday home, particularly during warmer weather or where doors and windows have been left open. The occasional presence of naturally occurring insects will not normally be considered a cleanliness issue. However, if you believe there is a significant or unusual problem within the accommodation, please report it to us so that we can assess the situation.

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17.6 RAF Aircraft & Military Activity

Guests staying at Tattershall Lakes Country Park should be aware that the park is located close to an active Royal Air Force (RAF) base and military flight path. Aircraft activity may therefore be seen and heard during your stay. This can include periods of significant aircraft noise.

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17.7 Flight Schedules

RAF and other military flying activity is entirely outside the control of Ross & Coates Luxury Breaks and the holiday home Owner. Flight schedules, aircraft types, frequency and operating times may vary according to military and operational requirements. We do not receive or control RAF flight schedules and cannot guarantee periods when aircraft will or will not be operating.
 

17.8 Aircraft Noise

Aircraft activity forms part of the surrounding environment at Tattershall Lakes and is not a fault with the holiday home.

Refunds or compensation will not normally be provided solely because aircraft or military activity could be seen or heard during a stay.

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17.9 Weather

Weather conditions are outside our control and may affect your enjoyment of outdoor areas, fishing, decking, hot tubs and holiday park facilities. Poor weather does not, by itself, entitle guests to cancel, shorten their stay or receive a refund. Guests are responsible for checking weather conditions and making appropriate arrangements for their stay.

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17.10 Noise & Activity Around the Holiday Park

Holiday parks are shared environments and guests may occasionally hear reasonable noise from:

• neighbouring holiday homes;

• entertainment venues;

• maintenance or grounds teams;

• vehicles;

• wildlife;

• holiday park events; or

• other normal park activity.
   

Ross & Coates Luxury Breaks cannot guarantee that any holiday home will be completely quiet throughout a stay. If you experience excessive or unreasonable disturbance, please report it to us or holiday park security as appropriate.

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17.11 Circumstances Outside Our Control

There may occasionally be events outside the reasonable control of Ross & Coates Luxury Breaks or the holiday home Owner that affect a stay. These may include severe weather, flooding, utility or network failures, emergency works, road closures, government restrictions, safety incidents or actions taken by the holiday park or emergency services. Where such an event affects your accommodation, we will take reasonable steps to assist and will explain any options available based on the circumstances.

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Nothing within this section limits any legal rights that cannot lawfully be excluded or restricted.

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18.1 Please Check the Holiday Home on Arrival

We ask guests to check the holiday home shortly after arrival (within 1 hour) and report any obvious problems to Ross & Coates Luxury Breaks as soon as reasonably possible.

This may include:

• cleanliness concerns;

• existing damage;

• missing or damaged items;

• problems with heating or hot water;

• appliance faults;

• hot tub issues; or

• anything else that significantly affects the accommodation.
   

Where possible, please provide photographs or videos so that we can understand the issue and arrange the appropriate response.
 

18.2 Reporting Problems Promptly

If a problem arises during your stay, please report it as soon as reasonably possible after you become aware of it. You should not wait until the end of your holiday to report an issue that could reasonably have been investigated or resolved during your stay. Prompt reporting gives us the opportunity to assess the problem and, where appropriate, put things right.

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18.3 Giving Us an Opportunity to Resolve the Problem

Where a problem is reported, Ross & Coates Luxury Breaks will take reasonable steps to investigate and, where appropriate, arrange a solution.

Depending on the issue, this may include:

• providing advice or instructions;

• arranging housekeeping attendance;

• arranging maintenance or repair;

• arranging a hot tub attendance;

• replacing a missing or faulty item;

• contacting the holiday home Owner;

• contacting the holiday park or another provider; or

• where appropriate and available, considering alternative accommodation.
   

The appropriate response will depend on the nature and seriousness of the issue.

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18.4 Access to the Holiday Home

Where access is reasonably required to investigate or resolve a reported problem, guests must allow Ross & Coates Luxury Breaks, the holiday home Owner or an authorised contractor reasonable access to the property. Where possible, we will provide notice before attending unless the matter is urgent or relates to safety, security or an emergency.

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18.5 Refusing Access or a Reasonable Solution

If you report a problem but then refuse reasonable access required to investigate or rectify it, this may affect our ability to resolve the issue. Similarly, if we offer a reasonable solution and you choose not to accept it, we may take this into account when considering any later request for a refund or compensation relating to the same issue.

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18.6 Continuing the Stay Following Rectification

Where a problem has been reported and Ross & Coates Luxury Breaks has investigated it and provided a reasonable remedy within a reasonable period, guests who choose to continue occupying the holiday home will not normally be entitled to a refund, price reduction, compensation or other reimbursement for any period after the issue was rectified. Where guests remain in and use the holiday home for the full duration of their booking after a reasonable remedy has been provided, their continued occupation will be taken into account as evidence that the accommodation remained usable and that the remedy was accepted. A full or partial refund of any kind will not be provided where the full booked stay has been used. This does not affect any legal rights that cannot be excluded.

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18.7 Issues Reported After Departure

If an issue could reasonably have been identified and reported during your stay but is only raised after departure, our ability to investigate it may be significantly limited. This will be taken into account when considering any subsequent complaint or request for compensation. 

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18.8 Leaving Without Giving Us an Opportunity to Help

If you choose to leave the holiday home early because of a problem without first reporting it and giving us a reasonable opportunity to investigate or resolve it, you will not be entitled to a refund for the unused part of your stay. This does not apply where the circumstances are sufficiently serious that it would not have been reasonable or safe for you to remain while the matter was reported or investigated.

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18.9 Evidence

We may ask for reasonable evidence to help us investigate a reported problem or complaint. This may include photographs, videos or other relevant information. Ross & Coates Luxury Breaks, the Owner, housekeeping team, maintenance team or other authorised contractors may also take photographs, videos, inspection notes or other records where reasonably necessary to document the condition of the holiday home or investigate an issue.

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18.10 Problems Outside Our Control

Where the reported problem relates to something operated or controlled by the holiday park or another third party, we may direct you to the relevant provider. We will provide reasonable assistance where appropriate, but we cannot require a third-party provider to offer a particular solution.

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18.11 Emergency & Safety Issues

Any issue involving an immediate risk to health, safety, security or the holiday home should be reported straight away.

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In an emergency, guests should contact the appropriate emergency service or holiday park security where necessary and then notify Ross & Coates Luxury Breaks as soon as reasonably possible.

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18.11 Our Aim

We want guests to enjoy their stay and will always aim to deal with genuine accommodation problems fairly and reasonably. In return, we ask guests to report problems promptly, communicate with us reasonably and allow us a fair opportunity to investigate and put things right.