Terms and conditions
The Orchards Holiday Park is a family park catering for guests who wish to hire a holiday caravan, holiday home or a touring caravan/trailer tent/tent/motor caravan pitch for holiday purposes only. Our guests’ enjoyment and safety is paramount and therefore we ask you to read our general conditions of booking and also conditions relating to the type of holiday you wish to book before making your booking. We may need to update our T&C’s because of the law or how we work please therefore check our website for latest version online at www.orchardsholidaypark.co.uk
We reserve the right to ask guests who contravene these terms and conditions or, who in any way are behaving in a manner likely to cause distress or nuisance to other visitors or any member of the Orchards team to leave the park immediately. In these circumstances the holiday ceases, no refund will be given and we shall not be liable for any extra costs incurred by you.
We seek to provide the very best service to all our guests and have an access statement available. This includes a copy of our terms and conditions and booking form both in large print. If you would like a copy, or wish to discuss any other special needs, please make our booking staff aware.
We are a family orientated park, we reserve the right to not accept stag or hen style groups or large group bookings. We also reserve the right to refuse any booking. The person who signs the booking form is responsible for the booking and warrants that they are over 18 years of age and that the party will not exceed the numbers stated on the booking form. We won’t accept bookings where the majority named on the form are under 18 years of age. Bookings for our Holiday Caravans/Orchard House must be made at least 48 hours before arrival date. Walk-ins not accepted. If you arrive at the park and have not informed us of the nature of your booking you will be turned away without any refund.
Will be held for 7 days after which date if we have not received a completed booking form or if you have not contacted us we may cancel the booking.
VISOR: We do not accept bookings from or allow anyone to stay on our park who is or has been listed on the Violent and Sex offenders register (or any register that supersedes this), or anyone who is subject to a Sexual Risk Order, Child Abduction Notice or any similar order, court proceedings or register. By making your booking, you are therefore confirming that no one In your party is or has been on any such register, subject to any such order or otherwise the subject of any court proceedings. If we do cancel your booking under this clause you will be subject to the cancellation terms set out in the clause below.
This contract is with The Orchards Holiday Park Ltd. A contract exists as soon as we have issued our confirmation invoice and you should please check this carefully to see that it reflects your wishes. Please inform us of any discrepancy within 7 days unless your holiday start is within 14 days in which case you should inform us within 24 hours. The terms contained in this contract do not affect your statutory rights.
The balance of your holiday must be paid at least 28 days before the start date (no reminder will be sent to you) If the balance is not paid in time then we are entitled to cancel the holiday and retain the deposit element of your holiday. Any alteration to a booking once confirmed may incur a £10 administration fee. Alterations do not class as a transfer of dates.
The Orchards cannot be held responsible for any unforeseeable or unusual occurrence outside our control, which include but are not limited to failure of water, electricity, and drainage. Fire, war, threat of war, riot, terrorist activity, natural or nuclear disaster/ changes in government legalisation and pandemics Including Covid-19. Prices are subject to unforeseen changes being imposed (i.e. fuel supplements / change in rate of VAT) we reserve the right to apply charges to any of our tariffs and make adjustments to balances due.
Whilst we will endeavour to satisfy guests requirements we do at our discretion reserve the right to withdraw any advertised services and to cancel bookings made for guests or make alternative arrangements in which event no liability in respect of such of a cancellation or changes shall fall upon The Orchard Holiday Park Ltd save only that we will refund guests money paid in respect of the holiday and no compensation will be paid.
We reserve the right to withdraw or amend any special offers or discounts at our discretion
While we try to ensure that all prices, times and dates quoted on our website or in our publications are accurate, errors may occur. If we discover an error in price or availability of services we will inform you as soon as possible and give you the option of reconfirming you’re booking for the correct date/price or cancelling it. If we are unable to contact you we will treat the booking as cancelled. If the booking is cancelled due to this reason alone you will receive a full refund of any monies paid.
Verbal quotations given over the telephone must be confirmed in writing by the Company to be considered valid. Whilst we will attempt to ensure that verbal quotations are accurate they are given on the basis of Errors and Omissions Excepted.
Ferry bookings are made subject to availability and you must check all details are correct when your ferry tickets are sent to you. We cannot guarantee that your preferred sailing times will be available and will book the closest to these if they aren’t. Please also note that once a ferry booking is accepted The Orchards will not be held liable for any cancellations, delays or missed crossings. We are merely a booking agent for the ferry companies and your main contract lies with them.
Once your booking confirmation is issued if you are forced to cancel your holiday, for whatever reason, any monies paid less the deposit element and any ferry charges applicable, will be refunded only if the caravan/house/pitch is re-let. Cancellations will become effective on the date we receive written confirmation. If you cancel within 72 hours of arrival or once the booking has commenced no refunds will be given if you decide to depart prior to the end of your booked holiday. This also applies if you are instructed to leave the park due to a Covid-19 related matter. To cover you for this, loss of deposit element and other eventualities we recommend you take out full comprehensive travel insurance.
If you need to complain
Please follow the below procedure for complaints;
- If there’s something wrong with your accommodation or holiday, tell the Reception team at the park straightaway so we can try to put things right.
2. Our Accommodation Guarantee: if the problem is with your accommodation on arrival (maintenance or cleanliness, for example) and we agree that the problem is reasonable, we will make every effort to resolve the problem. If you are still unhappy after our efforts to put things right then you can leave and we will refund your accommodation fees. This will only apply on your day of arrival. If an unforeseeable problem occurs during your stay and we think it is reasonable then again we will make every effort to rectify the problem to your satisfaction, but there will be no refund of fees.
3. If your holiday is over and you’re still unhappy, email our manager at email@example.com or write to The Orchards Holiday Park, Main Road, Newbridge, Yarmouth, Isle of Wight PO41 0TS within seven days of the end of your holiday. The letter or email must be from you (the lead booker) as you’re the person we made this agreement with. Please make sure you write your holiday reference number on your letter or email, and include your daytime and evening phone numbers.
4. We’ll try to write back to you within 14 days of getting your letter or email with a response to your complaint.
While we appreciate it may seem easier to just put a negative review on trip advisor, Google business etc, we ask that you complete the above procedure first. As if we don’t know about any issues you have had during your stay we cannot rectify them.
Complaints which are not brought to the managements attention during your stay cannot be dealt with once you have left the park.
THE ORCHARDS CANCELLATION SCHEME – AVAILABLE AT TIME OF BOOKING ONLY; SEE TARIFF PAGES FOR FEES.
Please indicate on booking form if you wish to take up The Orchards cancellation scheme offer.
If you have to cancel your holiday due to bereavement, accident, serious illness, hospitalisation of any person named on booking form or a close relative: spouse, partner, parent, grand parent, son, daughter, grandchild, brother, sister, fiancé(e) (includes step and in law) or if cancellation is due to a person named on booking form only due to redundancy or work commitments and providing we receive written confirmation of cancellation of the entire party, supported by relevant documentation of proof, at least 72 hours before the commencement of the holiday, we will refund all monies paid (less cancellation scheme and deposit element.)
For any other eventualities, we regrettably will not cover. If you do not have our cancellation cover and the above happens, we regrettably will not cover.
We strongly advise that you take out comprehensive travel cover to compensate you for anything that may cause you to cancel.
Our Covid-19 book with confidence guarantee has been put In place to give guests peace of mind when they book their stay. Within this guarantee you can benefit from the following;
Transfer your dates to a different time within the same year of your booking OR hold your money on account until you decide which dates you would prefer within the same year. If your change of dates are priced higher than your original dates, you will need to pay the balance at the time of transfer. If the change of dates are priced lower than your original dates we will refund the difference.
This guarantee Is only to be used for the following qualifying reasons;
. The park is forced to close due to Covid related matters
. The UK government implements travel restrictions that limit the park from opening
. You are placed into a local lockdown
. You or a member of your party (named on the booking) tests positive for Covid-19 or are required to isolate (in this instance you will be required to provide us with evidence of PCR test or Isolation certificate). This will only be valid from 3 weeks up to 3 days before the holiday commencement.
To take advantage of our Covid-19 Promise, your cancellation must be taken in an email format to firstname.lastname@example.org with your booking number and must be from the lead booker. Your cancellation will be classed from the date your email is sent. Should we require any evidence from you to support your claim then this can be sent via email (screen shots or photos are permitted). Cancellations via telephone conversation are not permitted you must put it into writing. The park manager will be in touch to confirm your booking cancellation and enquire what dates you wish to move your booking to. Please note that this can take up to 2 weeks from the date of cancellation.
Before you arrive;
We advise all guests to keep up to date with the latest government guidance. If things change for us we will let you know via email. We do also ask that you respect our local area and all businesses that have taken necessary precautions to keep their staff and other customers safe.
Before travelling to us we would like to remind you that should you or any of your party start displaying symptoms of Covid-19 that you must not travel to us. If we become aware, or have reasonable grounds to suspect, that you have contracted coronavirus you and your party may be asked to go home. If this is not possible then restrictions will be placed upon your activities and movements to prevent the disease or illness being transmitted to any guests.
If you begin to feel unwell during your stay;
We request that you take the following steps;
Call reception or the duty warden, whichever is on duty, with your pitch number or caravan number. Do not leave your accommodation. We will need to record that you have potential symptoms, so please ensure that you have notified our team so we can support you with the next steps.
If you are well enough to travel, you will be asked to leave immediately with your party to go home to self isolate.
If you booked your ferry crossing through us we will arrange a new crossing for you to return. We will communicate with the ferry company to advise them that you will need to remain in your vehicle.
We must also remind you that should you need to return home part way through your holiday that we will not refund any difference in monies for the days that you have not had on your holiday.
All guidance above is sourced from our local council and if this changes we will update our terms relating to Covid-19.
While your on your holiday
HEALTH AND SAFETY
We take the well-being and safety of our guest’s very seriously and we ask that you comply with the following:
- The speed limit on the park is 5mph
- Cars are parked in car parks at own risk. Please park with consideration to other guests.
- Commercial vehicles are not permitted on the park, Sign written vehicles are permitted
- Parents/Guardians are responsible for the safety and good behaviour of their children at all times.
- If you bring your dog/other pet with you we ask that you: Keep the dog on a short lead at all times. Do not leave unsupervised outside your unit at anytime. Use the designated exercise area. Clean up after your dog. Do not leave your dog on the park unattended at any time. We reserve the right to require that the owner remove their dog, or any other pet, from the park if it is a nuisance or danger to other guests.
- Quiet hours are from 2300 hrs until 0700 hrs Please respect your fellow guests and keep noise to an absolute minimum.
- Open fires are not allowed INCLUDING FIRE PITS
- Generators : are not permitted
- Bicycles / scooters / skateboards / roller skates / blades / segways / hoverboards and others of the like are not allowed to be ridden on the park.
You are welcome to bring your bikes with you, in fact we encourage you to, as we have some beautiful cycle routes on the Island, many from the park. For safety reasons bikes are not to be ridden generally around the park. We request that when leaving the park for a ride you do so in a sensible manner, ensuring that children are supervised. BE CAREFUL BE SAFE.
THE INDOOR POOL is open all season. Hours vary depending on the time of the year. During school/bank holiday periods, sessions may be limited.
THE OUTDOOR POOL is open and heated from late May to early September.
Note: Both pools are unsupervised. Children under 16 years must be accompanied in the pool areas. Safety information and child admission policy available on request. We will not be held liable nor refund any money if our pools are forced to close due to Covid-19 matters or staffing issues.
The information supplied on the booking form will be stored on computer for administrative purposes. Under no circumstances will this information be provided to a third party. We may from time to time wish to send you news of special offers on the park. If you do not wish to receive any communication from us please annotate the appropriate box on the booking form. For the purposes of the Data Protection Act 1984 the signing of the booking form signifies your assent to these terms.
Holiday Caravans and Orchard House – Conditions of Booking
DEPOSITS: £100 per week/short break per caravan.
£200 per week Orchard House.
£50 per week/short break per touring & camping pitch (non refundable or transferrable- see cancellation policy – general conditions of booking)
FULL PAYMENTS: Due 28 days before holiday start date.
ARRIVAL DAYS FOR HOLIDAY CARAVANS
Weekly: Friday-to-Friday or Saturday-to-Saturday. Charges for Friday as following Saturday.
Short breaks: Friday to Monday or Monday to Friday.
October half term: Friday-Friday or Saturday-Saturday only
Low season arrival days may be flexible depending on availability (minimum 3 nights).
Orchard House: Saturday to Saturday only.
Touring & Camping: Any day arrival
We generally welcome your arrival after 1600hrs for the holiday caravans and for Orchard House. You are welcome to telephone after 1200hrs to check to see if your accommodation maybe ready early. We ask you to depart by 1000hrs.
Check in for Touring & Camping is 1400hrs and check out is 1100hrs.
Please inform us if you intend to arrive after 1800 hrs. If we have not heard from you within 48 hrs of your arrival date we reserve the right to re-let your caravan/Orchard House/touring pitch
You are welcome, subject to weather conditions, to take your car to your caravan on arrival and departure. At all other times cars are to be parked in the car park. During busier times selected cars can park next to their caravans, you will be notified if you are one of these and will be issued a permit to display in your windscreen. We will not be held liable for any damages caused to your vehicle whilst on our park. Owners park at their own risk.
For example if you need a caravan positioned near a car park because of walking difficulties – please discuss with booking team at time of booking.
Every endeavour will be made to allocate guests the numbered caravan of their choice, however it must be clearly understood that acceptance of a booking is not conditional on the allocation of a particular caravan.
It is your responsibility to leave the holiday accommodation in the condition that you found it. We do hope that you do not have any mishaps while you are with us. But if your accommodation is damaged by you or someone in your party during your stay, we have the right to recover the cost of this from you, including any extra cleaning costs. We may also go into your holiday home at a reasonable time during your holiday to do a check. If there is an emergency we can come into your accommodation without warning.
Only accepted in the Braeburn, Gala, Regent, Platinum Sovereign/Gold Sovereign, Pearmain and Orchard House. -see caravan guide. – please read general conditions. Only 2 dogs per caravan/house. Dogs must not be left unattended in your accommodation. If you take a pet into a holiday caravan which is not advertised or booked as pet friendly you will be required to pay an additional fee of £70 for the deep cleaning of the accommodation.
We advertise a ‘Free WiFi’ service for use on our park. This service is provided on an ‘as is’ and ‘as available’ basis and we make no guarantees that the availability of the WiFi service or the performance of the internet or that the transmission of information over the internet will be secure or that the internet will be accessible at all times or at the speeds indicated by us. We are not liable to compensate you for any of the above terms.
We reserve the right to refuse you and your party entry to the park or to ask you and your party to leave our park, if you or any of your party breaches any of our terms and conditions.
TOURIST INFORMATION: Apart from an information pack that you will receive on arrival, the reception has a wealth of leaflets and our team will be happy to help you with any queries you have.
SHOP: is open during the season from March to the end of October. Please check opening times at Reception on arrival.
TAKE AWAY: Opening times vary, please check at Reception when you arrive at the park.
LAUNDERETTE: Sinks for hand washing and irons are FREE OF CHARGE. Washing machines and Tumble Dryers and spin dryer are on token operated meters – tokens are available from the reception for a small fee. Please return any unused tokens to reception for a refund.
DISH WASHING: FREE OF CHARGE.
SHOWERS: FREE OF CHARGE but BATH is metered via 20p coins.
TRAVEL DIRECTIONS FROM CAR FERRY PORTS: From EAST COWES and FISHBOURNE – drive to NEWPORT and follow signs to YARMOUTH (A3054). After approximately 6 miles pass through SHALFLEET. After a further half mile, turn left at the HORSE AND GROOM INN. Follow the signs to NEWBRIDGE. From YARMOUTH take the NEWPORT road. After approximately 3 miles turn right at the HORSE AND GROOM INN. Follow the signs to NEWBRIDGE. We advise you not to use your sat nav as it will direct you down narrow lanes that are not suitable for touring caravans/motor caravans
Our accessible caravans are the Platinum Sovereign and The Gold Sovereign all details on specification sheet or the holiday caravan guide on the website. A tarmac allocated parking bay is next to the caravans. All other caravans have at least 2 caravan steps. Most of the caravans have spacious interiors but doorways do not make them accessible to wheelchair users. Some caravans are positioned next to or near to car parks please ask for advice on position when booking. Should you require any assistance with settling in please do not hesitate to ask. The car parks are gravel. Task lighting can be provided on request.
All the holiday caravans are set in four acres of peaceful Orchard. Flat or gently sloping areas with concrete or slab paths leading to all caravans that have hardstanding bases. Pets are most welcome in some of the caravans (see Caravan Guide) and there is “free run areas” see site map.
The pathway to The House is flat upto the main front door. There is a step to the main front door. On the ground floor there is a kitchen, spacious lounge and a bathroom which has a bath with overhead shower and a toilet. All bedrooms are situated on the 2nd floor to which there are stairs upto that floor.
TENTS TOURING AND MOTOR CARAVANS
The touring fields are set out in three closely mown paddocks. The touring field is sloping. Some of the pitches are terraced and many of the pitches have gravel/concrete hardstanding. One car can be parked on the pitch, . Roadways are tarmac or gravel. There are speed bumps at various points but provision has been made for wheelchair users to negotiate these. If you require a pitch at the top of the park please request at time of booking.
All accessible facilities have been checked and passed by building inspector for DDA compliance.
Building is a single story design with no internal stairs. The outside of the building is well lit and main entrance points are clearly marked. The entrance to facilities end of building which accommodates the accessible toilet and shower rooms, low level dishwashing and hand washing sinks has a level access.
Wheelchair users can enter the building unattended. All doors are easy opening and are identifiable. All doors have easy to use lever style door ironmongery.
The accessible toilet/ shower has room for a wheelchair to turn around and furnished with all appropriate handrails. There is an assistance alarm within the accessible WC and shower room.
Wheelchair users and others with special needs, if they request to be near facilities, can be pitched to the left of the building, where there are tarmac roads/paths leading to the accessible facilities.
Reception/shop/takeaway – Ramped access. We are happy to deliver provisions and take away food to your units if you require.
Meeting Room – second floor – no lift facility.
Games Rooms – have one step into rooms – 18 cm
Indoor Pool Complex – Level access. Accessible toilet facility. Three shallow steps leading into pool.
Outdoor Pool – Level Access. Steps into water are normal pool type.
Lighting – Entrance/ Reception/ Shop/ Takeaway/ Games Rooms areas are all floodlit. The rest of the park has low level lighting.
24 hr Assistance – If reception is closed there is a duty warden on call. A 24hr telephone number can be made available to you if you wish.
Mobile Phone Network – We do not have problems with network signals from the park.
Isle of Wight Society for the Blind 01983 522205
Wight Mobility Hire (Shanklin) will deliver to park Scooters and Wheelchairs. 0800 8600168 or wightmobility.co.uk
Hard of Hearing/Deaf 01983 529533 Sound Advice
Wight Phoenix Mobility Scooter/Wheelchair hire 01983 401819
Accessible Taxi Service – Alpha Group Freephone 01983 280280 or www.thealphagroupiow.co.uk
Public Transport – At present the bus service is hourly and the bus stop is just outside the park entrance. For more information visit Southern Vectis on 01983 827000 or www.islandbuses.info
Accessible Island – Visitors with impaired mobility will find many attractions offer access for all. Further information is available in the Isle of Wight Tourism’s Accessible guide for visitors with disabilities. Telephone 01983 813818 or visit www.isleofwight.co.uk