Booking conditions

 

The following terms and conditions, along with the booking confirmation/invoice, represent the contract between the customer and Venue Holidays. 

These terms and conditions do not apply to any holidays that have been transferred or refund credit notes issued in lieu of a cancelled booking. For these holidays the terms and conditions issued at the time of booking or issue will apply. 

The contract will be governed by English law and the English courts will have exclusive jurisdiction. On this page the words “you” and “your” refer to you, the customer and any members of your party. The words “we”, “our” and “us” refer to Venue Holidays. By making a booking online, by telephone or e-mail it is understood by Venue Holidays that you have read and accepted these booking conditions and other important information or on our website and supplied to you during the booking process.  

CLASSIC is our time-honoured service for the last 38 years, featuring our own accommodation on selected campsites in France, Italy and Spain. 

CHOICE is our partnership with other trusted tour operators and individual campsites, in order to deliver extra choice to you. 

Venue Holidays is the trading name of Venue Holidays Ltd (company registration number 2201903). Our trading address is 1 Norwood Street, Ashford, Kent, TN25 5EU, UK. Telephone 01233 629950 and e-mail info@venueholidays.co.uk

Where we supply you with accommodation only, our liability to you is limited to our use of reasonable skill and care in the choice of our suppliers. 

Where we supply you with accommodation and additional travel services, then under the Package Travel and Linked Travel Arrangements 2018, we are responsible for the proper performance of the package holiday contract. Where we arrange a travel service on your behalf, we act as the agent of the relevant supplier of these services and a contract exists between you and the transport supplier, whose own terms and conditions will apply. 

 

 

Every effort has been made to ensure that all the information and prices on our website and in any advertising material, including brochures, fliers, and social media platforms, that we publish are accurate. Our website information will be updated as soon as we are advised of any changes. However, we do not accept liability at any time for any changes, omissions or errors on our website, in our brochure, or in any advertising material.

We reserve the right to increase or decrease the price of unsold holidays at any time. 

If a holiday has been incorrectly priced and where this pricing error should be obvious to you, we reserve the right to refuse or cancel the booking contract. You will be given the option to take the holiday at the correct price or to cancel the holiday, with a full refund of all payments made to us. Other than the above, we guarantee there will be no surcharges once bookings are confirmed.

Any special offers or promotions can be withdrawn at any time and restrictions apply. 

 

We offer flexible arrival and departure dates, with set non-arrival/departure days each week. We reserve the right to impose space restrictions and to have a minimum stay requirement at each campsite. 

Please do not make any travel arrangements until we have confirmed your booking. 

To check availability and prices or to make a booking please visit our website www.venueholidays.com or contact our office. If you are unable to book your preferred holiday online, it is always best to check with our office to find the nearest available alternative. Please see our website for office opening times. 

You will not receive an instant confirmation for Choice accommodations, instead you will be notified that your booking is on request. If your booking request is available this will immediately become a confirmed booking and you will receive your booking confirmation.

Venue Holidays can book a return Channel crossing on your behalf with most of the cross Channel operators. Please contact our reservations team for further details. Other than Channel crossings we do not book any other travel services on your behalf. We accept no liability for loss of enjoyment or expenses incurred due to any transport supplier delays or failure, transport delays or cancellations.

 

A deposit of 10% of the total holiday cost is payable at the time of booking. There will be nothing else to pay until 6 weeks before departure. We accept payment by credit card (Visa or Mastercard), debit card, UK cheque (payable to Venue Holidays Ltd) or bank transfer. 

Once you have paid the deposit, a contract exists between you and us. You guarantee that you have the authority to accept and do accept these bookings conditions and execute the terms of the contract on behalf of all party members. Please check all documentation we provide and contact us immediately if you have any questions. If you fail to check your documentation on receipt, we will not be responsible for any errors or omissions.

We must receive the balance of the holiday costs no later than 6 weeks before your holiday which is defined as your day of arrival at your first campsite, as stated on your booking confirmation/invoice. We do not send reminders. If full payment is not received by this time, we reserve the right to cancel the holiday and retain the deposit. Bookings made less than 6 weeks before your holiday must be paid for in full at the time of booking. Last-minute holidays can only be paid for by debit or credit card.

Nearer your holiday you will receive a Holiday Voucher including a Holiday Guide for your campsite(s). This information can also be downloaded using your online account. 

At all Classic campsites you will pay a €100 cash deposit on arrival. This will be returned to you if the accommodation and equipment is left in a clean and satisfactory condition.  

 

Early 2024 bookings can be cancelled free of charge until 31 January 2024. If you wish to cancel your booking after this date, then our normal terms as stated below apply. 

If you are unable to go on your holiday and you wish to transfer it to another family, we will charge you an administration fee of £75 plus any amendment fees and/or increased costs from third parties involved with the contract. This transfer can only take place if the new family is a suitable customer and we reserve the right to refuse the transfer for any reason.

If you wish to cancel your booking you must notify us in writing. On the date that the cancellation request is received the following cancellation charges apply, expressed as a percentage of the total holiday cost (excluding amendment fees and non-refundable ferry deposits, which will be charged in full): 

 

Over 42 days prior to holiday         25%

29 - 42 days                                        50%

15 - 28 days                                        70%

  7 - 14 days                                        90%

Later than 7 days before holiday 100%

 

We strongly advise that you take out your own adequate travel insurance, which includes cancellation cover. We are not liable for any loss or disappointment that you may suffer in the case that you are not adequately insured.

 

Early 2024 bookings can be amended without our amendment fee until 31 January 2024. Please note that if your new holiday is more expensive, you will be charged for the increased costs. If you wish to amend your booking after this date, then our normal terms as stated below apply. 

After receipt of booking confirmation, if any of the details on the booking require amending, please contact us as soon as possible. We will endeavour to accommodate the request but cannot guarantee that we will be able to make the amendment. All amendments are subject to availability and must be for the same year as the holiday booking. 

A £25 amendment fee applies to each and every change notified to us. You will also be charged for any increased costs arising from the changes made to your accommodation booking with us. You will also be charged amendment fees and/or increased costs from third parties for services booked on your behalf.

If by changing your holiday details the cost of the holiday is less than the original booking, you will still be liable to pay for the entire holiday cost as originally booked.

It is not possible to change your holiday dates within 28 days of departure. 

If we cannot make your requested change and you do not wish to continue with your holiday, your booking will be deemed cancelled and the standard cancellation charges apply. We reserve the right to refuse to apply changes to your booking.

Please note that it is not possible to change your Classic booking to a Choice product, and vice versa, if you wish you to do so your original booking will be treated as a cancellation and the standard cancellation charges will apply.

 

If you have started your holiday and you have to curtail it, we cannot refund the cost of unused nights and any travel arrangements you have not used. We are also not liable for any associated costs you may incur. 

Your travel insurance may cover for curtailment, all insurance policies vary so please check with your insurance company what cover is provided this event.   

 

In respect of the accommodation our Classic standard package includes 1 car and up to 6 people. This may be different for our Choice accommodations. For parties of more than 6 people (where allowed) a charge of £10 per person per night will apply plus any additional Channel crossing charges. Some cross Channel operators have a different standard package. Not all campsites allow more than 6 people per pitch, irrespective of the size of the accommodation. No more than 5 people can stay in our Lodge Tent. On each campsite page, we indicate the maximum number of people allowed per accommodation type on that campsite. 

Any person under the age of 18 going on holiday with you and not travelling with both parents or legal guardians must have the written consent of the person(s) with parental responsibility (i.e. parents/legal guardians). Visit www.gov.uk/permission-take-child-abroad for the latest information.

All units of accommodation must be occupied by a legally responsible adult at all times.

If the legally responsible adult is included on the booking and this adult does not arrive at the campsite, or leaves early from the campsite, then we will not be able to allow or continue to allow the remaining party members to occupy the booked accommodation. The campsites featured are not suitable for groups of young people (under the age of 25) and we will not accept bookings of this kind. As a rule we do not accept non-family groups occupying more than 1 unit of accommodation. If you are in any doubt about this please inform us about the composition of your party at the time of booking or risk being refused entry to the campsite. 

Guests are only permitted to stay in our accommodations for leisure purposes. If a booking is made for company employees on a work secondment, we or the campsite have the right to refuse them on arrival.

Only guests booked in with us are admitted onto the campsite. 

If you or any member of your party has any medical problem or disability which may affect your trip, please tell us before you confirm your booking so that we can advise as to the suitability of the chosen arrangements. If we or the supplier reasonably feel unable to properly accommodate the needs of the person concerned, we or the supplier reserve the right to decline their reservation or, if full details are not given at the time of booking, cancel when we become aware of these details. 

If a member of your party has an infectious or contagious disease you may be asked to leave the campsite. In these cases, no refund will be given. 

You are responsible for the supervision and general behaviour and safety of every minor in your party and in particular where there is the potential for danger for example but not limited to in swimming pools, open water, roads, campsite entertainments and licensed bars, where parental supervision is required. 

We are not responsible for loss of enjoyment or disruption to your holiday as a result of failure to disclose information at the time of booking. Some campsites and/or accommodations may not be suitable for customers with restricted mobility. If you are in any doubt, please discuss this at the time of booking.

 

We may occasionally have to make changes or cancel your booking and we reserve the right to do so at any time.

Changes. If we make a major change to your holiday, we will inform you as soon as possible, if there is time before departure. Subject to availability, you will have the choice of accepting the change offered; or book any alternative holiday that is available with us (on the basis that you will pay us for any increase in the value of the holiday and that we will pay you for any decrease in value of the holiday); or agree on a termination of the contract with a refund of all monies paid to us by you as part of the contract. In some cases we may pay you some compensation (see below). 

These options do not apply to minor changes, which include but are not limited to: change of accommodation on the same resort to a higher standard, temporary withdrawal of facilities or seasonal variations in amenities.

Cancellation. In the unlikely event that we are forced to cancel your holiday we will give you a refund of all monies paid by you to us as part of the contract; or where possible offer you an alternative accommodation and/or campsite of a similar or higher standard. If you accept an alternative accommodation and/or campsite of a lower standard, we will refund the price difference. In some cases, we may pay you some compensation (see below). 

We are not liable for any disappointment, charges or expenses that you incur in respect to other arrangements that you have made with other suppliers under separate contracts.

Compensation. If we make a major change or cancel your holiday, we may pay compensation as outlined below:

Over 42 days prior to holiday 0%, 29 - 42 days 10%, 15 - 28 days 15%, less than 15 days 20%.

We will not pay the compensation stated above where the major change or cancellation arises due to unusual, unavoidable and unforeseeable circumstances or events beyond our control.

 

We accept liability only for those parts of the holiday arrangements under our direct control. We do not accept liability where any damage, loss of enjoyment or expense caused to you is from circumstances of “Force Majeure”, your actions or the actions of any third party not under the control of Venue Holidays. “Force majeure” would include the acts, threats or consequences of war, terrorism, riots, industrial action, road blockades, natural, nuclear or man-made disasters, fire, adverse weather conditions, outbreak of disease, epidemics and pandemics, closure of ports and airports, delays at customs and immigration, other travel delays and action taken by any government, regional or local authority. This list is not exhaustive.

In cases where we do not accept liability you will not be entitled to compensation, or any other costs incurred by you as a result of the disruption.

 

Where we supply you with accommodation only, our liability to you is limited to our use of reasonable skill and care in the choice of our suppliers. 

Where we supply you with accommodation and additional travel services, then under the Package Travel and Linked Travel Arrangements 2018, we are responsible for the proper performance of the package holiday contract, in respect to our employees, agents, suppliers and sub-contractors, which you can prove caused you loss or damage. Our liability will be limited in accordance with the contractual terms of the companies that provide these travel services. Furthermore, our liability will also be limited in accordance with any relevant International conventions pertaining to the execution of this contract.

If we are found liable on any basis, we limit the amount we have to pay you to a maximum of twice the cost of your accommodation. This limit does not apply to cases involving death or injury.

Venue Holidays is only responsible for travel arrangements booked by us. If your transport supplier cancels or amends your booking, Venue Holidays is not responsible for any disruption to your holiday plans and no refunds for missed days will be paid. 

We reserve the right to refuse any booking or amendment to a booking for any reason.

 

 

When booking you agree to accept the accommodation allocated to you by our Campsite Representatives or our campsite partners, regardless of any special requests notified to Venue Holidays at the time of booking or on arrival. 

It is your responsibility to look after the accommodation and equipment during your holiday. It is your responsibility to safeguard your belongings at all times whilst on the campsite. All items and belongings owned, borrowed or hired by you must be kept within the boundaries of the pitch on which the allocated accommodation is placed. 

All our accommodations are non-smoking.

Barbecues should be kept a safe distance away from any accommodation. Campsite management and/or local authorities may impose restrictions or bans on the use of barbecues at any time. 

Electric heaters and, where applicable, air conditioning units should be operated in an environmentally correct and responsible manner and switched off when you are not in your mobile home. When in use, close all windows and doors. 

Bunk beds are not suitable for children under 6 years old or adults. 

At Camping Ca’ Savio the cost of the electricity to run the air conditioning units is not included in the holiday cost and you must purchase a Climacard from the campsite reception to operate the air conditioning in the mobile home. Climacards cost €10 or €20, average cost about €0.50 per hour for normal use.

Full details of accommodations can be viewed on our website.

 

If you have a special request regarding any aspect of your holiday, please inform us at the time of booking. We will forward this information to our Campsite Representatives or our campsite partners, who will do their best to accommodate your request(s). We regret that we cannot guarantee special requests, regardless of how far in advance a booking is made. 

We are not liable for any loss suffered or disappointment caused in the event of such requests not being complied with, nor will any compensation be issued for requests not met.  

 

This is a self-drive holiday, and it is your responsibility to plan your route and ensure that your car is roadworthy and adequately insured for use in the countries to which you are travelling. Please ensure that your driving licence is valid for the countries to which you are travelling. No refunds will be issued for unused accommodation should your vehicle break down or in the event that you experience travel delays of any kind. 

Arrival at the campsite is between 16:00 and 19:00 hours and we are not responsible for any disappointment, loss of nights or extra accommodation costs should you arrive outside of these hours. If our Campsite Representative is not present at the Venue Holidays reception during these hours, it is likely that they are showing other guests into their accommodation. In this case we advise you to wait at the Venue Holidays reception. If you arrive before 16:00 hours, please contact our Campsite Representative on arrival. However, we cannot guarantee that the accommodation will be ready before 16:00 hours. Although we make every effort, we cannot guarantee that our Campsite Representative will be available after 19:00 hours and not all campsites allow early or late arrivals. We reserve the right to charge for late arrivals at a rate of £13 per hour (or part of an hour) after 19:00 hours. 

On arrival you will pay a €100 cash deposit to our Campsite Representative, who will ensure that the cash deposit is receipted. 

Customers booking flights must inform us of their arrival times. 

If you fail to arrive on the day specified on your Holiday Voucher you should inform us of your new arrival time by midday of the following day. If you fail to do so we reserve the right to treat the booking as cancelled. Please note that we operate non-arrival/non-departure days (see website), when there will be no Campsite Representative present on the campsite, to meet you. If you miss your booked day of arrival, we will not be able to check you in on a non-arrival day.

 

On the day of departure, you must check-out of your accommodation with our Campsite Representative. Check-out appointments must be prebooked during your stay and are available between 08:00 and 10:00 hours on the day of departure subject to availability. Check-out appointments are not available on Tuesdays and Thursdays as these are our non-changeover days. It is your responsibility to leave the accommodation and equipment in a clean and satisfactory condition. You must vacate your accommodation and pitch once the checkout is complete so please ensure that the following tasks are completed prior to your checkout appointment: 

 

Our representatives will check the accommodation and confirm if any charge needs to be made. Your deposit will be returned to you if the accommodation is left in a clean and satisfactory condition. If you are departing outside of this time or have not booked a check-out visit with our Campsite Representatives, then we cannot return your deposit. Please note that the charge of your deposit is at our Campsite Representatives’ discretion and the full €100 will not be returned even if one point is missed. 

Our representatives will also check for damage to the accommodation and equipment, you must reimburse Venue Holidays fully for the damage before the end of your stay if the cost has been established by then or as soon as it has been established if later. Venue Holidays offers a £20 non-refundable Damage Waiver, you can add the waiver to your holiday booking before your arrival and this will cover you for any accidental damage caused to our accommodation or equipment. 

On the day of departure and in order to prepare the accommodation for the next guests, we reserve the right to access the accommodation as soon as the check-out is completed; or from 10:00 hours, in the case that you have not booked a check-out appointment. 

Don’t forget to remove your vehicle from the pitch once your check-out is completed; or by 10:00 hours in the case that you have not booked a check-out appointment.

 

Arrival and departure times and procedures for your Choice holiday will be stated on your Holiday Voucher. 

A €100 cash deposit will be charged on arrival by our campsite partner Kelair Campotel. This will normally be refunded at the end of your stay, providing the accommodation is left in the same clean condition in which it was received. 

Other Choice partners will have different arrival procedures.

 

We employ our own representatives on all of the campsites featured in our Classic programme. 

Our Campsite Representatives are employed to ensure the cleanliness and good maintenance of the accommodation prior to your arrival, to welcome you on arrival and to address any queries during your holiday. 

If you are not happy with the standard of preparation of your accommodation, please inform our Campsite Representative immediately on arrival. We will then undertake a re-clean of your accommodation. 

Our Campsite Representatives are not allowed to engage in any other commercial or non-commercial arrangements with you. We do not accept liability for any damage, injury, loss of enjoyment or expense incurred by you as a result of such arrangements.

Our staff have 1 or 2 whole days per week off with no arrivals or departures. In case there is no Campsite Representative available on these days, you will be informed in advance and an emergency phone number will be supplied.

In our Choice programme, campsite representatives will be employed by our tour operator partners or on independent campsites the campsite reception staff will be there to assist you. 

 

Classic holidays only: If you cause damage to the accommodation in which you are staying, you must reimburse Venue Holidays fully for the damage before the end of your stay if the cost has been established by then or as soon as it has been established if later. 

Venue Holidays offers a £20 non-refundable Damage Waiver, which will cover you for any accidental damage caused to our accommodation or equipment. 

 

Tourist tax is payable at most campsites and this will be collected in one of two ways. It may be added to your invoice and then paid on your behalf by us to the campsite. Alternatively, it will have to be paid immediately on arrival at the campsite. Please see our website for details of which payment method applies to the campsite booked by you. If you are paying the tourist tax to the campsite, please ensure that you have the payment ready on arrival. Current tourist tax rates for each campsite are indicated on our website, but these rates can change at any time. 

 

Bed linen, cot linen, beach towel and bath mat packs must be booked at least 21 days before departure and are subject to availability. Linen cannot be hired on arrival.

 

Baby packs must be booked at least 21 days before departure and are subject to availability. Travel cots may not always fit in the adults’ bedrooms and in these circumstances need to be placed in the living area.  

 

Extra cars are allowed on certain campsites only, and the campsite may charge for this. It is your responsibility to pay this charge to the campsite. On some campsites extra cars must be parked outside of the campsite. You must notify us at the time of booking if you are taking extra cars.

 

On selected campsites, it may be possible to place a mini-tent on your pitch.

In some cases, the campsite will charge you extra for this. You must keep your mini-tent and all belongings within the boundaries of your pitch. We do not supply mini-tents.

 

Pets are allowed in tent accommodations only, on certain campsites (see campsite pages), and we charge a £25 damage insurance per pet per holiday (Classic holidays only). Different pet rules and cost may be implemented by our campsite partners in our Choice programme and not all may accept pets. 

Campsites and cross Channel operators may also charge a fee. Restrictions may be imposed on your pet. Some campsites may not allow more than one pet per tent. You must notify us at the time of booking if you are taking a pet or risk being refused entry to the campsite and the accommodation. 

Pet passports issued in Great Britain are no longer valid, instead you will need an Animal Health Certificate. Your pet will also need to be microchipped and vaccinated against rabies. Animal Health Certificates can be obtained from your vet and must be in place before you are due to travel abroad.

Full details can be found by visiting www.gov.uk/guidance/pet-travel-to-and-from-great-britain

NB Northern Ireland is still part of the EU Pet Travel Scheme and continue to issue pet passports.

 

Extras such as linen, towels and baby packs can usually be added to your Choice holiday booking at extra cost. Prices and information will be available on request at time of booking.

 

 

We do not own the campsites featured in our brochure or on our website, and thus have no control over how they are run. While great care has been taken to ensure accuracy, campsites may change or withdraw facilities, opening dates/times and regulations at their own discretion at any time, without informing us. We do not accept responsibility for external influences such as construction activities on site, noise pollution and circumstances for which the campsite owner or a third party is responsible. 

Some facilities may not be open or fully operational outside of the high season and this is reflected in lower prices. In general, high season is July and August but this may vary. Please check at the time of booking if an activity or facility which is key to your holiday enjoyment will be available.  

Some facilities on campsites in Italy may be closed during the siesta period, normally between 13:00 and 15:00 hours. 

Campsites charge for certain sports and services and it is your responsibility to pay for any costs you incur. 

WiFi is normally a payable service and may only be available on certain parts of the campsite. 

 

Use of the main swimming pool facilities is included in the price. Other facilities e.g. saunas, may incur a charge.

Swimming pools on the campsites are open for the duration of the season unless otherwise specified on our website. Campsites may decide not to open the swimming pools due to insufficient demand or adverse weather conditions. Unless stated campsite pools are not heated. 

Pool regulations vary and for safety, we ask that you adhere to the campsite’s swimming pool and open water regulations. Campsites require parental supervision in and around the swimming pool and other open water facilities. Lifeguards may not always be present.

Age or height restrictions may apply within some pool complexes, especially with regards to water slides. 

Some Italian and Spanish campsites insist that you wear swimming hats.

Many French campsites only allow conventional swimming trunks and ban longer legged swimwear e.g. swim shorts. 

 

You must familiarise yourself with and obey the rules and regulations of the campsite. You are also expected to show consideration to other customers. If you act in a manner that causes danger or annoyance to other people at the campsite, we or the campsite management reserve the right to ask your entire party to leave the campsite. In these circumstances, refunds will not be given. Furthermore, we will not pay any compensation or meet any costs for alternative accommodation or travel for your party.

Most campsites ask for night time silence normally starting between 22:00 and 23:00; and ending between 07:00 and 08:00 hours; and in Italy during the siesta period. During these periods all noise must be kept to a minimum. Campsites close their entrance gates and ban the circulation of cars during night time and siesta silence hours and you will not be able to enter or leave the campsite with your car during these periods.

Some campsites issue barrier cards for vehicle access and/or personal identity wristbands. You may be charged a cash deposit for these, which may not be refunded if lost. Personal identity wristbands must be worn at all times.

 

Electric vehicles must be charged at official EV charging stations, either available on the campsite or in the vicinity. Electricity sockets located on the campsite pitches or in the accommodation units are not suitable for charging Electric Vehicles and their use could potentially burn the electrical installations and cause a fire. Consequently, the charging of Electric Vehicles via the campsite electricity sockets on the pitch or in the accommodation is highly dangerous and strictly prohibited. Venue Holidays and the Campsites do not accept any responsibility for damage to the customer’s vehicle or charging apparatus, if the customer recharges their electric vehicle at any other point other than the official EV charging points. Furthermore, the customer will be liable for any damage to any property or injury to any person caused by such actions.

 

 

Please read the full Venue Holidays Privacy policy on our website: www.venueholidays.com/UK/privacy_policy

A printed copy can be sent to you on request. Please e-mail dataprotectionmanager@venueholidays.co.uk  

Venue Holidays Ltd is your data controller and adheres to the 1988 Data Protection Act (DPA), Privacy and Electronic Communications Regulations 2003 (SI 2003/2426) (Privacy Regulations) and the General Data Provisions Regulations 2018 (GDPR).

In order to provide you with our services it is necessary to collect certain information about you and your party. These details can include the names and dates of birth of party members, a telephone number, a postal and e-mail address, your vehicle details, your debit or credit card details, specific health issues and any other information required to finalise your holiday booking. Strict measures are in place to protect your personal data. 

We will use your personal data for:

The processing of payments, which may include providing details at the request of credit reference agencies to perform identification and combat fraud.

In order to make any holiday or travel arrangements that you have requested with third party suppliers like campsites and cross Channel operators. Some of these suppliers may operate outside the EEA.

To undertake our legal responsibility to disclose your personal data to public authorities on request e.g. Customs and Immigration Services.

To create and publish customer reviews and satisfaction ratings via an external data processor.

We believe that we have a Legitimate Interest to use your customer data for the purpose of posting you our holiday brochure for next season. However, you can opt out of this via your online account or by informing us by post, e-mail or phone.

Any marketing e-mails that we send you will contain an “unsubscribe” option within the message.

 

It is your responsibility to be in possession of all required travel and/or health documents and to ensure that you and your party have adequate personal travel and vehicle insurance for your holiday.

You must check the passport and Visa requirements with the embassy of the countries to be visited and/or travelled through. The latest passport and visa information from the Foreign, Commonwealth and Development Office can be found by visiting www.gov.uk/visit-eu-switzerland-norway-iceland-liechtenstein

All members of your party (including any children) require a full valid passport to travel. If your passport is due for renewal apply as early as possible. From 1 January 2021, British passport holders will need their passport both to have at least 3 months left before expiry and be less than 10 years old (even if it shows 3 months or more validity left). If you do not renew your passport, you may not be able to travel to most EU countries and (through) Switzerland. 

If you have a current European Health Insurance Card (EHIC) it will continue to be valid in EU countries up to its expiry date. You will need to apply for the new Global Health Insurance Card (GHIC) when your current EHIC expires. The new GHIC card is free to obtain from the official GHIC website, visit www.nhs.uk/using-the-nhs/healthcare-abroad/apply-for-a-free-uk-global-health-insurance-card-ghic/ The EHIC and the GHIC are not equivalent to travel insurance as neither cover private medical healthcare or other costs. It is essential that you take out a valid private travel insurance policy and we strongly recommend that this cover includes protection against medical costs, cancellation or curtailment, should you or any member of your party contract Covid-19, either before or during your holiday.

The latest travel information is provided by the Foreign, Commonwealth and Development Office at www.gov.uk/knowbeforeyougo and www.gov.uk/foreign-travel-advice

 

Should a problem occur during your holiday please notify our Campsite Representative immediately. Your holiday enjoyment is our priority and in most cases our Campsite Representative or Area Manager will be able to resolve any issues. If the problem is not resolved, please ask the Campsite Representative or Area Manager to contact our Head Office for guidance. 

If your complaint is not dealt with locally and you wish to register a complaint with Venue Holidays, please do so in writing within 28 days of leaving the campsite, allowing us to fully investigate the issues raised. Please send your complaint to customerservices@venueholidays.com 

Please include all your customer details as well as concise details of the complaint. Please note that we can only process complaints send to us by the lead passenger on the booking. 

If you fail to follow this procedure, we may have been deprived of the opportunity to investigate and rectify your complaint whilst you were at the resort. This may affect your rights under this contract.

We aim to resolve all complaints directly with you, under the terms of these Booking Conditions. However, if we cannot agree you may call upon the low-cost AITO Independent Dispute Settlement Service To contact the Association of Independent Tour Operators, visit www.aito.com or call 020 8744 9280. Claims are limited to up to £2,500 per person and £10,000 per booking. The settlement service cannot be used where the claim is solely or mainly in respect of physical injury or illness or the consequences thereof. 

 

If you would like to report an item as lost, you must contact our Head Office within 7 days after leaving the campsite. We will check with our Campsite Representative if the item has been found. At your request we will arrange for your property to be sent to your home address. You will be charged in advance of despatch, the full postal cost including insurance (if required) and a £25 handling fee.

Venue Holidays is not responsible at any time for loss of your personal belongings. 

 

Our campsites provide a great natural environment with wonderful facilities. Campsite holidays offer freedom and a close proximity to nature, in all its forms. Whether it is a woodland area, near to the beach or in the mountains, nature can pose some inconveniences, like leaf and pine needle fall, birds, insects and other wildlife. In most cases this should not detract from your enjoyment of the holiday accommodation, but these natural intrusions cannot be fully avoided.

 

Venue Holidays is a member of AITO, ABTA and ABTOT. Your holiday payments to Venue Holidays are fully protected. 

 

Venue Holidays is a Member of ABTA. When you book with an ABTA Member you can expect high service standards, fair terms of trading and accurate information. ABTA’s strict joining criteria for Members, code of conduct, customer helpline and approved ADR scheme to resolve complaints are all there to give you confidence and peace of mind when booking your travel arrangements. For more information see www.abta.com

 

Venue Holidays is a member of the Association of Independent Tour Operators. The Association represents Britain’s leading independent tour operators and encourages high standards of quality and service. Venue Holidays abides by the Association’s Code of Business Practice and adheres to the AITO Quality Charter which can be viewed on www.aito.com

Visit the website to find out more about the Association or call 020 8744 9280.

 

The Association of Bonded Travel Organisers Trust Limited (ABTOT) provides financial protection under The Package Travel and Linked Travel Arrangements Regulations 2018 for Venue Holidays and in the event of their insolvency, protection is provided for the following:

 

 

ABTOT cover provides for a refund in the event you have not yet travelled or repatriation if you are abroad. Please note that bookings made outside the EEA are only protected by ABTOT when purchased directly with Venue Holidays.  

 

In the unlikely event that you require assistance whilst abroad due to our financial failure, please call our 24/7 helpline on 01702 811397 and advise you are a customer of an ABTOT protected travel company.

 

You can access the Package Travel and Linked Travel Arrangements Regulations 2018 here: