By making a booking with Ross & Coates Luxury Breaks, you confirm that you have read, understood, and agree to be legally bound by the following Terms & Conditions on behalf of yourself and all members of your party. These T&C's have been produced to protect both the owner, the agent and all guests, as well as providing advice in the event of problems or disputes.

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The lead booker accepts full responsibility and liability for all guests and agrees to ensure that all parties comply with these Terms & Conditions at all times.

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Please keep these T&Cs with you during your stay as they contain important information.

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1. Booking Confirmation & Payments

• A booking is only confirmed once the required deposit has been received and cleared

• Full balance must be paid by the agreed due date

• Failure to pay any balance by the due date will result in cancellation of the booking and loss of any monies paid

All bookings are strictly non-refundable.

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In the event of cancellation:

• The full balance remains payable within 14 days of cancellation

• Failure to settle the balance will result in a £14 daily charge until paid in full

Ross & Coates reserve the right to pursue unpaid balances through legal recovery if required.

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2. Security / Damage Deposit

A £100 damage deposit is required for all bookings. This is taken as a pre-authorised hold on the payment card provided and will be processed on the day of check-in.

• The £100 is not taken as a completed transaction, but held temporarily by your card provider

• Sufficient funds must be available at check-in

• Failure to provide a valid pre-authorisation may result in refusal of entry and/or cancellation without refund
   

Following departure, the property will be inspected.

We reserve the right to retain, partially retain, or claim against the deposit in the event of:

• Damage, loss, or theft

• Excessive cleaning

• Breach of occupancy rules

• Smoking, drug use, or prohibited behaviour

• Late departure
   

Where costs exceed the deposit, we reserve the right to recover the full balance from the lead booker, including legal action where necessary.

Deposits are typically released within 3–5 working days, however we accept no liability for delays caused by banking providers.

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3. Cancellation Policy

• A £150 cancellation fee applies to all bookings

• Bookings may be amended once (subject to availability)

• After the date has been moved, you will be liable for the full cost of the holiday, whether you attend or not
   

No refunds will be issued unless the property owner is unable to provide the booked accommodation.

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4. Entertainment Passes & Third Parties

Entertainment passes are purchased through us and supplied by Away Resorts and are not included in your booking unless stated.

Ross & Coates are not responsible for:

• Pass pricing or availability

• Park facilities, closures, or disruptions
   

All disputes relating to passes or park facilities must be raised directly with the provider. We do not issue refunds for any disputes related to passes, regardless of Away Resorts policies.

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5. Arrival & Departure

• Arrival and departure times are strictly as stated in your booking confirmation

• Early arrival may result in refusal of entry or charges

• Late departure may result in charges or deductions from your deposit
   

Failure to vacate on time may impact incoming guests and you will be held liable for any associated costs.

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6. Property Condition & Complaints

All issues must be reported within 1 hour of arrival.

We will:

• Arrange rectification where possible
   

If access is refused or resolution declined:

• The property will be deemed accepted in its current condition

• All related claims will be void

No complaints will be accepted after check-out. No compensation will be considered once the stay has ended.

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7. Guest Responsibilities & Conduct

The lead booker is responsible for the behaviour of all guests.

The following are strictly prohibited:

• Smoking or vaping inside the property

• Drug use of any kind - Any use of drugs in any of our holiday homes will result in a £250 fine and instant life time ban

• Unauthorised guests or pets

• Excessive noise or anti-social behaviour
   

Breach of these rules may result in:

• Immediate eviction without refund

• Loss of deposit

• Additional charges or legal action
   

8. Property Use & Care

Guests must:

• Keep the property clean and in good condition

• Leave the property as found

• Ensure doors and windows are secured when unattended

Failure to maintain the property may result in:

• Cleaning charges (up to £500)

• Loss of security deposit

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9. Damage, Loss & Liability

• All damage must be reported immediately

• The lead booker is liable for all damage caused by any member of their party

• Costs exceeding the deposit will be pursued
   

The owner/management may take photographic evidence to support claims.

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10. Utilities

Gas and electricity are included on a fair use basis. In the event of excessive use of either gas and/or electricity, you will face additional charges.

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Electric vehicles must not be charged from the property under any circumstances.

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11. Site Rules & External Factors

Guests must comply with all park/site rules.

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Ross & Coates are not liable for:

• Site facility closures

• Power outages

• External disruptions beyond our control

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12. Wildlife & Natural Environment

As our properties are located within natural park and lakeside environments, guests should expect the presence of wildlife.

This may include, but is not limited to:

• Birds and waterfowl

• Insects

• Natural debris such as leaves, dirt, or bird droppings
   

These are natural and unavoidable occurrences and are not considered a cleanliness or maintenance issue.

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Ross & Coates Luxury Breaks accept no liability for:

• Wildlife presence

• Noise from wildlife

• Bird droppings or natural debris on outdoor areas, vehicles, or property exteriors
   

Such matters will not be considered valid grounds for complaints, refunds, or compensation.

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DO NOT FEED THE GULLS OR OTHER BIRDS ON SITE - Feeding birds can be dangerous and can create extra mess on the site, which may be poisonous. It also causes a nuisance and risks to other people on the site.

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13. Hot Tub Usage & Responsibility (Where Applicable)

Hot tub maintenance is carried out daily in the mornings. 

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Guests use the hot tub entirely at their own risk and must follow all guidance provided. 

• Children must be supervised at all times when using or near the hot tub

• Guests must not tamper with controls, settings, covers, filters, jets, temperature controls, internal systems or any maintenance equipment

• Repeated or incorrect use of controls (including pressing multiple buttons or altering settings) may cause system faults or safety issues

• For hygiene and safety reasons, guests must shower before use and must not enter the hot tub wearing fake tan, heavy lotions, oils, or creams.

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Repeated pressing of buttons, interference with settings, or any misuse that affects the operation, cleanliness, or safety of the hot tub may result in call-out charges, repair costs, additional cleaning charges, and/or loss of deposit.

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Hot tubs are not suitable for young children.

In line with UK health and safety guidance, children under the age of 5 are strictly not permitted to use the hot tub under any circumstances due to the risk of overheating, dehydration, and associated health risks.

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For children aged 5 and over:

• Adult supervision is required at all times when using or near the hot tub

• Children must not tamper with controls, settings, or equipment

• Use must be limited and in accordance with all safety guidance provided

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Hot tub covers/lids must be handled with care at all times and secured correctly during and after each use.

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Guests are responsible for ensuring that covers are:

• Properly replaced

• Fully secured or secured somewhere safe when hot tub is in use

• Not left open or unattended

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Please note:

• Properties are located in open and lakeside environments where weather conditions, including high winds, can change quickly

• Ross & Coates Luxury Breaks accept no liability for damage or injury from hot tub covers or lids caused by wind, weather conditions, or where covers have not been properly secured

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Any damage to covers, clips, hinges, or surrounding areas resulting from misuse, negligence, or failure to secure the cover may result in:

• Charges for repair or replacement

• Loss of deposit

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For safety reasons, covers should not be left open or unsecured, particularly during periods of wind.

 

Ross & Coates Luxury Breaks accept no liability for injury, damage, or loss resulting from improper or unsafe use of the hot tub.

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Any call-outs for hot tubs after the scheduled maintenance will incur a £55.00 call-out fee.

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14. WiFi & Connectivity

Where WiFi is provided, this is offered as a complimentary service and is not guaranteed.

Please note:

• Properties are located within holiday parks where signal strength and reliability may vary

• WiFi is typically supplied via mobile networks or dongle systems and may be affected by:

  • Weather conditions

  • Network traffic

  • Location within the park
     

Ross & Coates Luxury Breaks accept no liability for:

• Slow speeds or interruptions

• Lack of coverage or connection issues

• Inability to stream, work remotely, or access specific services
   

WiFi availability is not considered an essential service and will not be grounds for refunds, compensation, or complaints.

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15. BBQ Policy

BBQs located at the property are strictly not for guest use under any circumstances.

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Guests are also not permitted to bring, use, or store their own BBQs at the property or anywhere within the grounds.

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This policy is in place due to:

• Fire safety regulations

• Insurance restrictions

• Risk to the property and surrounding environment

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Any breach of this policy will be treated as a serious violation of these Terms & Conditions and may result in:

• Immediate eviction without refund

• Loss of deposit

• Additional charges for cleaning, damage, or safety call-outs

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Ross & Coates Luxury Breaks accept no liability for any injury, damage, or loss resulting from unauthorised BBQ use.

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16. Banned Products

• Loom Bands - and similar mass packaged small items

• Plasticine - and other clay type products

• BB guns - and other weapon type items that could cause damage or injury 

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17. Eviction

Guests may be evicted immediately without refund if:

• Terms are breached

• Behaviour is deemed unacceptable

• Site rules are violated

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18. CCTV & Security

CCTV may be in operation across the park for safety and security purposes and may be used as evidence where required.

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19. Complaints

All complaints must follow our official complaints procedure which can be found on our Complaints Policy Page.

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20. Website & Legal

• Website content is provided for informational purposes only

• We reserve the right to amend information at any time

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21. Agreement

By completing your booking and paying the deposit, you confirm that:

• You accept full responsibility for all guests

• You agree to comply with all Terms & Conditions outlined on this page

• You accept liability for any breaches or damages

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When signing the booking form OR paying the full deposit, you are confirming that you, the nominated hirer, agree to be bound by all of the following Terms and Conditions, with all parties concerned. 

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A) The Caravan Owner 

• The agreement is made on the understanding that the Caravan Owner will remain responsible for providing the advertised service. They will be liable to compensate the guests in the event of any failing on their behalf that was not outside their control, in accordance with the terms detailed below.

• The Owner will ensure that the full holiday cost, including deposit is retained in an account should they be required to provide a full refund.

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B) The Booking Agent

If a booking agent is used, they will be responsible for taking and confirming the booking and potentially accepting and transferring funds, subject to their agreed fees. They hold no responsibility unless due to their own failings. The agent may withdraw their services at any time, for whatever reason. The booking will not be affected by such a withdrawal. 

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C) The Guests

• The nominated group leader will be subject to fines in the event of misconduct by any group members that is not satisfactorily resolved, as detailed below.

• The nominated group leader accepts full responsibility and liability for the conduct of all guests should they breach any of the rules. It is their responsibility to ensure that all guests are aware of the full details of these terms and conditions.

• No extra guests are allowed to stay overnight in the holiday home, without written permission, from the owner. You may have visitors during the day only.

• The holiday must not be sold on to someone else. Any changes must be approved by the owner. 

• Children under the age of 16 must not be left unattended.

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D) Booking Restrictions

• Bookings will only be accepted if the hirer is at least 25 years old. An electoral roll search may be carried out by the owner or agent to confirm identity.

• NO same sex groups - e.g. Stag and hen parties. Family and friends same sex groups may be accepted on request.

• NO pets of any kind unless agreed at the time of booking.

• The maximum number of guests allowed may be lower than the maximum berth of the holiday home. This is in order to improve the comfort of the guests and reduce wear on foldaway beds. Limits may also be added if a cot is used/required.

• Only guests named on the booking form will be allowed in the holiday home. Spot checks may be carried out at any time during the holiday. Unauthorised guests may also be evicted and forfeit the remainder of their stay, without compensation.

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E) Bookings

• The deposit must be paid within 2 days to confirm booking.

• Provisional bookings will not be accepted under any circumstances.

• Full names and ages of all persons staying in the holiday home are required at the time of booking.

• Full rental charge is due 3 weeks before holiday, otherwise the booking will be cancelled and the deposit not refunded.

• If booking via an agent, the agreement is still made between the Guest and the Caravan Owner. The booking agent will not be liable for any failings that are not their own wrong doing.

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F) Security / Damage Deposit (Bond)

• A security bond must be available to secure on the day of arrival.

• The security bond will typically be released 1-2 days after departure once the holiday home has been checked.

• Bonds will typically be returned within 3-5 working days unless, there has been a breach of any of the conditions by any of the guests. This may include but is not limited to: additional guests staying overnight, breaching booking restrictions, damage to, or theft of contents, breach of security etc. improper use of equipment, unreasonable behaviour, leaving after the agreed departure time, damage to the caravan or its contents, you have been evicted from the caravan for any reason.

• There will be a deduction of any delivery charges to return items that have been left behind.

• Security bonds will not be released if any damage is found to have been caused to the holiday home.

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G) Rental Charge

• This is in addition to the bond and must be paid no later than 3 weeks before arrival. Payment will be required in full if booking is less than 3 weeks before the arrival date.

• In the event that the holiday is not paid for in full 3 weeks before, the holiday will be cancelled and the dates released for re-sale.

• Instalment options may be offered by the owner, however the total must be paid no later than 3 weeks before arrival.

• Payments will not be accepted on arrival under any circumstances.

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H) Payment Methods

• Cash payments are not accepted. 

• Always include your name or reference when making payments. 

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I) Cancellation​

The booking will be cancelled if:

• The full deposit is not received within 2 days of booking

• The rental charge is not received within 3 weeks of the start of the holiday

• The deposit will not be refunded under any circumstances unless the caravan owner is unable to provide the holiday home for the required period and is unable to provide an alternative date.

• If cancelled by you before the holiday, the full cost will be lost, including the deposit.

• A partial refund may be offered if the holiday is resold at the discretion of the owner.

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J) Arrival and Departure

• You must not arrive before the time stated by the caravan owner. You will be denied access to the caravan if you arrive early.

• You must depart the holiday home before the check-out time stated by the caravan owner.

• Keys will be advised by the caravan owner - You will be liable for the costs of replacing the locks and all key sets if the keys are lost

• The caravan owner will not be responsible if you cut your holiday short, unless caused by problems with the holiday home that the owner has not been able to rectify.

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K) The Condition and Contents of the Caravan

• NO Smoking at any time, of any kind inside the caravan.

• Use of drugs is forbidden.

• NO Property of any kind is to be removed from the caravan.

• If pets have been allowed into the caravan then all areas must be kept clean.

• Safety equipment, such as Smoke Alarms or Fire Extinguishers must not be tampered with, including removal of batteries from smoke alarms.

• Naked flame products, such as Candles and Barbecues, must not be used in the caravan.

• All rooms must be left in the same clean, tidy condition as they were found in.

• You are responsible for the security of the caravan during your booking.

• All Windows and Doors must be locked securely when you are not in the caravan.

• Breach of any of these rules will result in eviction from the site, loss of deposit and further legal action if necessary.

L) Use of Equipment in the Caravan

• You are agreeing to the safe use of all equipment in the caravan

• The holiday is self-catering so you will need to provide all your own food

• It is at the discretion of the owner whether a welcome pack is provided.

• All utilities (Gas, Water & Electricity) are included in the overall cost, on a fair-use basis

• In the event of excessive use, such as leaving heating on all the time, without the owner’s prior consent, you may be charged an excess to cover the additional charges incurred by the owner for additional gas bottles, site reset fees, etc.

• If you are unsure how to use any of the equipment provided then contact the owner immediately. Do not attempt to use anything that you are unsure about.

• The caravan owner will not be considered liable for any injury caused by improper use of any equipment

• Faulty equipment must be reported immediately. You must not use any equipment you do not consider to be in a perfect condition

• Any claims of injury must be reported immediately

• Claims will be thoroughly investigated and prosecution may be sought in the event of fraudulent claims

• Items such as bicycles may be available at the discretion of the caravan owner.

• Use of such items is as your own risk and you will be expected to provided your own safety equipment.

M) Behaviour

• You have a duty of care towards other site guests and as such must not cause nuisance either verbally or by excessive music, etc. 

• Whilst alcohol is permitted, it is expected that all guests conduct themselves in a proper manner at all times and remain civil towards the other guests and other site users.

• Children must be kept under control at all times. This includes whilst in the caravan or whilst using and services provided by the caravan site.

• In the event that dogs have been allowed, they must be kept on a lead at all times, whilst on the caravan site. They must not cause distress to any other persons on the site.

• Breach of any of these rules will result in eviction from the site, loss of deposit and further legal action if necessary.

N) Vehicles

• You leave your vehicle and contents on site at your own risk. Neither the caravan owner, nor the caravan site, will accept responsibility for damage or loss, unless by their negligence.

• The caravan site speed limit must be respected at all times

• All drivers must hold a Valid Driving Licence, Insurance, MOT and Road Tax

• Electric/Hybrid vehicles MUST NOT be charged from the Caravan, as this is excessive use of electricity and you will be fined.

O) Damage to/Loss of Property (The Caravan and/or it's contents):

• Please report any accidents, losses or damages caused by you or your party as soon as possible to enable us to respond to the circumstances. Smaller items may be replaced by yourselves if you wish, but the item(s) must be ‘like for like’ or part or all your deposit may be kept to cover, or contribute to replacement costs.

• Where the damage exceeds the deposit then necessary action will be taken to seek full compensation, which may included additional charges

• In the event that you are not happy with the response from the owner then you must seek legal advice, as this will protect the rights of both you and the caravan owner.

P) Problems with your accommodation

• You must report any problems immediately, to the caravan owner, sending photos when possible.

• You must give the caravan owner a fair and reasonable opportunity to rectify problems or offer suitable compensation.

• In the event that you are not happy with the response from the owner then you must seek legal advice, as this will protect the rights of both you and the caravan owner.

• You must not make comments, or post photographs or videos in any public domain, such as Facebook or Twitter, as any such action could be considered defamatory and leave you at risk of prosecution. Even posting on your own private pages is not recommended as anyone can copy and share without your permission.

Q) Early Departure
If you leave the caravan before the agreed departure date, you will not receive any compensation, unless the caravan owner has failed to provide the advertised holiday. Situations beyond the control of the owner will not be considered as fair reason for refund.

R) Public Liability Insurance

• Names and Ages of all persons staying in the caravan are required to validate insurance

• Only named persons may stay in the caravan otherwise any insurance claims will be invalid

• Changes to approved guests may be made at the discretion of the caravan owner

• Non-approved guests will be denied access to the caravan or if they have been given access all guests will be asked to vacate the caravan immediately

S) Private Insurance

• The owner’s Public Liability Insurance only gives very limited protection.

• Your home insurance may cover you and your belongings whilst you are on holiday. It is unlikely to cover: Accidents, Medical Expenses or Losses due to delays or cancellation.

• We strongly recommend that you take out Holiday Insurance to cover these exemptions. These policies are available quite cheaply from most insurance brokers.

T) Eviction from the Caravan
You will be evicted from the Caravan, by the caravan owner or caravan site management, and your deposit will not be refunded in the event of, but not limited to:
i. Unreasonable behaviour by any of the guests
ii. Additional, unregistered guests being found in the caravan
iii. Smoking in or damage to the caravan or any of its contents
iv. Pets being taken into the Caravan

U) The Caravan Site

• The caravan owner is not responsible for any of the services and facilities provided by the caravan site.

• The site owners may vary services and facilities at short notice.

• You should visit the website for full site details and their complaints procedures if you have any problems with anything they offer or fail to provide.

• This includes site wide power loss, closure of entertainment areas, etc

• You are also bound by the rules of the caravan site. These can be obtained from their website or from Reception upon arrival.

• Breaching the Site Rules may result in eviction from the site and termination of your holiday

• The caravan owner will not be liable to compensate you in the event of any dispute with the site, unless it has been caused by the action of the caravan owner.

• Any passes purchased remain the property of the site owners, not the caravan owner.

• Conditions of use of the passes may be changed at any time.

V) Disputes and Harassment

• In the event of disputes then a third party may be consulted in order to resolve matters

• Repeated/abusive telephone calls, text messages, written correspondence or other contact will not be tolerated

• By agreeing to these terms you will not threaten legal action in the event that the deposit is not returned due to any breach of these rules. Any such action will be considered harassment

• You will be liable for any additional costs incurred as a result of any breach of these rules

W) Blacklisting

• In the event of non-payment, late departure, damage or breach of any conditions then future bookings may be rejected by us and other caravan owners.

• In order to comply with the Data Protection Act, any response you provide will be published along with the details of your actions.

 

X) Entertainment Passes

• Entertainment passes are Not included in the Booking

• It is the guests responsibility to check what is open and closed on park . In the winter months the park facilities may be closed or only operate at weekends. Please contact the park direct to check . 

 
The names, images and logos identifying Ross and Coates, or third parties and their products and services are proprietary marks of Ross and Coates and/or third parties. Nothing contained herein shall be construed as conferring by implication or otherwise any licence or right under any trademark or patent of Ross and Coates or any other third party.
 
If a holiday is cancelled with Ross and Coates Estate Agents (Ross and Coates Luxury Breaks)  a cancellation fee will be charged at £150.00 T&C apply.

By making a booking with Ross and Coates, (Ross and Coates luxury breaks) you are also automatically adhering to the terms and conditions of Away Resorts, as set out here;
 
https://www.awayresorts.co.uk/terms-conditions/

We must make you aware that the park uses CCTV to prevent crime and safety purposes and will be used as evidence if need be. 

Website use
Use of the Ross and Coates website is provided subject to the following Terms and Conditions;
 

The information published on the Ross and Coates website is provided as a service to users, to be used for informational purposes only.
 
While we have tried to provide accurate and timely information, there may be technical or factual inaccuracies and typographical errors, for which we apologise and we accept no liability for any inaccuracies or omissions on our website to the extent permitted by law. We reserve the right to make changes and corrections at any time, without notice.
 
The Ross and Coates web site is an internet service published by Ross and Coates using the site the user automatically accepts our Terms and Conditions. We may change and republish the Terms and Conditions from time to time. It is up to the user to regularly review these Terms and Conditions and note any changes. Continued use of the site after a change has been made indicates the user’s acceptance of those changes.
 
Any material found within the Ross and Coates web site, including text or images may not be copied, reproduced, republished, downloaded, posted, broadcast or transmitted without the express permission of Ross and Coates, whereupon, if approved, the appropriate licence may be granted.
 
We may publish links to external independent websites, however, Ross and Coates cannot be held responsible for the content of those web sites. By linking to other websites does not indicate that Ross and Coates agrees with any claims, statements or opinions published by those sites. Ross and Coates shall not be responsible for an external site loading within the frameset of the Ross and Coates website - if users encounter this they should contact the Ross and Coates webmaster immediately with as much information as possible, including the pages they were viewing immediately prior to the event.

In no event will Ross and Coates be liable for any damages including, without limitation, indirect or consequential damages, or any damages whatsoever arising from use or loss of use, data, or profits, whether in action of contract, negligence or other tortuous action, arising out of or in connection with the use of the site. Ross and Coates does not warrant that the functions contained in the material contained in this site will be uninterrupted or error free, that defects will be corrected, or that this site or the server that makes it available are free of viruses or bugs or represents the full functionality, accuracy, reliability of the materials.

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