Tencreek Legal Stuff

Access Statement – Tencreek Holiday Park

Statement Correct as of 8th April 2011

Introduction

We strive to ensure that all visitors can enjoy the facilities and surroundings within the park. Our aim is to help in any way that we can and if you require any assistance during your stay or whilst planning your visit we will be happy to assist. Our current facilities and services offered are:

Pre-Arrival

• We cater for tents, touring caravans and motor homes, with also our own 2 and 3 bedroom modern static caravans which are available for hire
• We do not accept caravans or motor homes which are not road legal nor group bookings of single sex parties.
• We have an easy to use website.
• Our brochure is available in large print in PDF format online, and we can post a copy of this access statement if required.
• We take all bookings and enquiries by telephone, website or post.

Arrival & Car Parking Facilities

• Reception area has a parking zone directly outside for new arrivals to check in.
• We do not have a barrier.
• The site is compact and all facilities are easily located within easy walking distance.

Main Entrance & Reception

• Access to reception is directly from the entrance driveway.
• The door is 150cm wide.
• Chairs and Sofas are available in reception.
• There is ample room within for a large wheelchair to manoeuvre and turn.
• Disabled accessible parking bays are outside reception for use whilst in reception or the shop.
• There are 2 steps or a ramp to enable access to reception.

Public Areas - General (Internal)

• Tarmac and gravel road services all parts of the park other than the "Meadow field".
• The park is situated on gently sloping fields overlooking the sea.
• A footpath to the coast can be accessed from Tencreek.

Public Areas - WC

• The park has two toilet and shower facilities situated in the main touring field, one block is always open. All facilities are free of any extra charge.

Each Block consists of the following:

• The Gents consist of 6 standard toilet cubicles, 6 urinals, 8 washbasins, 1 hair dryer, 3 family rooms, one disabled room and 6 showers. The Ladies have 8 standard toilet cubicles, 6 Showers, 2 hair dryers, 3 family rooms, one disabled room and 8 Wash Basins.

Attached to these facilities are one chemical disposal point, two dishwash areas and water and refuse points.

There are 4 dishwashing sinks next to the laundry room.

Take-away, Bar & Games Room

• Are all sited within the Castaways club complex.
• Car parking can be used next to reception.
• Access to the bar, take-away and games room can be gained via either steps with a hand rail or a ramp with a width of more than 100cm with double doors open to 180cm wide.
• The club house is in the majority sited upon one level with the exception being the dance floor and a small amount of seating being down 5 steps of 15cm depth with rails either side.
• Modern inside toilets consists of male & female also disabled toilet and baby changing area.

Laundry

• Accessible parking bays.
• Four top loading washing machines and four front loading dryers are Available.
• Irons are provided in the laundry room via a token system (available at reception).
• Two Hand wash sinks are available.

Shop

• The shop shares the same building just next to the reception (please read reception access description).
• Products available range from everyday needs (milk & bread) to papers, magazines and gifts for all the family.
• The aisles are over a metre wide, with the counter being 1m high.
• The shop main door is 80cm wide
• The shop is on one level

First Aid

• First Aiders are on hand in the event of an emergency (pool complex) with first aid boxes in all staff operated facilities.

Leisure Facilities

• The park offers supervised indoor and outdoor pools.
• Indoor pool entrance 165cm.
• Male, female & disabled toilets, 7 private changing rooms, showers.
• Indoor pool depth of 1.3m throughout.
• Outdoor pool entrance is over 1.8m wide.
• Outdoor pool depth is 1.1m (shallow end) to 2m (deep end).
• Outdoor pool slide has a 1m height restriction.

Outdoor Facilities

• There is a children's play area located at the heart of the park.
• The surface of the play area is tree bark/rubber matting surrounded by grass.
• The park offers a dedicated dog walking area.

Conference & Meeting Rooms, Clubs, Entertainment

• Private parties can be booked out of season.
• Nightly entertainment
• Children's clubs run throughout high season.
• Flexible seating arrangements throughout.
• Some entertainment programmes have strobe lighting effects and loud music- please check specific shows.

Static Caravan Holiday Homes

• Static caravans have between 1 & 3 steps to main entrance.
• Entrance doorways approximately 75cm wide
• All Statics have a smoke alarm as standard.
• Vinyl flooring in the kitchen and toilet/shower room & carpeted throughout the bedrooms and lounge.
• Most Static caravan holiday homes have walkways or slabs leading to Entrance door(s).
• Remote control televisions.
• Each comprise of between 2 & 3 bedrooms sleeping a maximum of 8 guests, Shower/ bathroom, lounge and kitchen. All have their own parking spaces and a small area of grounds around them.
• We have a selection of static caravan holiday homes which allow for smoking and some where dogs are allowed (please specify on booking).
• Please refer to holiday home diagrams on our website or in the brochure for details of each static caravan.

Touring Facilities (Holiday Park)

• We have grass and hardstanding pitches for tents, caravans and motor homes. Please ask on booking if you would like one of our pitches near to the facilities.
• Parking on the grass beside your caravan or tent is allowed for one vehicle only.
• There are 10 water points with an additional 10 water and electric pitches, 1fire assembly point, 2 chemical toilet disposal points, and dustbin areas throughout the park. There is also a recycling point centrally situated. There are 14 fire extinguisher points.
• Pitches are allocated on booking and reception are happy to offer advice on the location and suitability for your requirements on enquiry.

Grounds

• The park is medium sized, and nowhere is further than 250 meters walk from the toilet block.

Additional Information

• Mobile telephone coverage is moderate to good in this area and a public telephone is provided outside reception.
• There is a local bus service about 400m from the park entrance and local accessible taxis services the park. Please enquire at reception for taxi numbers.
• Wifi and an ATM is available in Castaways Club House on Park

Contact Information

Address:
Tencreek Holiday Park,
Polperro Road,
Looe,
Cornwall,
PL13 2JR.

Telephone: 01503 262447
Fax: 01503 262760
Email: Reception@tencreek.co.uk
Website: www.dolphinholidays.co.uk

Hours of operation:
Reception Low: 08.30-17.30 High: 08.00-20.00

Although we have tried to be as accurate as possible and include as much detail as we can in this statement, we are always willing to give information on any aspect of the park. If this statement does not answer your particular question please let us know and we will endeavour to answer your question and amend this statement for future use.

We welcome your feedback to help us continuously improve if you have any comments please phone 01503 262447.

Statement Correct as of 8th April 2011

 

1. GENERAL

When Dolphin Holidays accepts your booking a binding contract will be made between the person signing the Booking form and all adult members of the party.

The information contained within the brochure is incorporated into this contract. UK law applies to these terms and conditions. The published tariff is inclusive of all taxes at the time of publication. Dolphin Holidays reserve the right to amend prices should any new imposition be placed which affects our holiday prices. The information in both this website and associated brochure and inserts/attachments was accurate at the time of going to press. Dolphin Holidays reserve the right to make alterations without further notifications. E. & E.O.

2. AUTHORITY TO SIGN

Signatory must be over 18 years old and be a member of the party. Signatory must agree all booking conditions and be authorised to sign on behalf of all adult members of the party. This means that the booking party will jointly and severally be liable for any breach of terms and conditions.

3. BOOKING AND PAYMENTS

Booking forms must be signed and returned (or electronically submitted via the website) to Tencreek accompanied by the correct payment - £70 per week for our accommodation and £30 per week for touring bookings which is including cancellation insurance. The contract for booking is only made when accepted by Dolphin Holidays and confirmation issued. All monies paid are non refundable.

Balances are due 28 days before arrival. Dolphin Holidays reserve the right to cancel any booking failing to comply with these booking terms and apply charges as set out below.

If the arrival date is less than 28 days from the date of the booking then full payment is due.

Dolphin Holidays reserves the right to decline any booking without explanation. Returned cheques will incur an admin charge of £10.00

4. ALTERATIONS

If, once the booking has been accepted by Dolphin Holidays, you wish to make an alteration, please do so in writing as soon as possible to enable us to carry out the necessary arrangements where possible. This incurs a £15 administration charge.

5. CANCELLATIONS

Dolphin Holidays operate a Holiday Cancellation Insurance Scheme. This is optional but is strongly recommended.

Unless notice in writing of cancellation of reservation is received by us not less than 28 days prior to the commencement of the holiday, the booking party signatory will be liable for the full amount due in respect of the reservation. In the event of cancellation for one of the causes specified in the Insurance Scheme, the booking signatory should then follow the procedure detailed therein.

6. INSURANCE

Minimum cover cancellation insurance is included within your booking deposit unless specifically not requested. Please see separate section for full details.

7. PARTY MAKE-UP

No accommodation may be occupied by more than the number of persons specified in the brochure and tariff. Customers are asked to leave the accommodation and its contents clean and tidy on departure. No more than 6 persons (inc. children) will be allowed to occupy a touring/tent pitch. The signatory of the booking form will be responsible for all damage done or loss sustained during or as a result of your stay. The booking form signatory expressly agrees that Dolphin Holidays may make a further charge, as may be necessary, to reimburse the company against any liability of theirs to the company including, but not limited to, damage to Park property and extra accommodation nights used but not paid for on departure.

Dolphin Holidays caters for families and couples and does not accept groups of all male, female or even mixed groups without prior arrangement. From time to time we cater for groups from schools, clubs etc but again only with prior arrangement.

8. ARRIVAL AND DEPARTURE TIMES

Holiday accommodation and touring pitches are available from 4.00pm (latest arrival time 11.00pm) on the day of arrival to 10.00am on the day of departure. Off season these times may be flexible at the parks discretion. During busy holiday periods please assume that these times are correct.

9. BEHAVIOUR

Dolphin Holidays reserves the right to decline accommodation and to demand the immediate withdrawal of any person not complying with booking conditions or behaving in a way that is detrimental to the park or the comfort of other visitors, in these circumstances the party will not be entitled to a refund of monies paid.

10. VEHICLES

Commercial vehicles, vans, and boats are not allowed on the park without authorisation from the Park manager. Consent can be refused without explanation. Only one vehicle per pitch is allowed, extra vehicles must be booked in at reception. All vehicles must be registered, taxed and insured in such a way to make them "road legal" For security reasons all vehicles must have Dolphin Holiday badge/sticker prominently displayed. Driving is not permitted between the hours of midnight and 5.30am

11. CHILDREN

The signatory is responsible for both the behaviour and welfare of children whilst at our parks. Children under 8 must be accompanied by a responsible adult at all times.

After 7.00pm children under 12 must be accompanied by a responsible adult whilst in bar areas.

Non swimmers and children under 8 years must be accompanied by a responsible adult at all times when using the swimming pools.

12. WEATHER

Dolphin Holidays cannot refund any monies as a result of inclement weather.

13. PETS

Pets are only allowed in some accommodation at Tencreek (Sunsaver caravans).

Under no circumstances shall pets be tolerated in "Sorry - No pets" accommodation.

Breach of this condition will result in party being requested to leave the park - monies cannot be returned.

Pets are not allowed in public buildings.

Dogs must be on a lead at all times and well behaved - unruly, noisy, messy dogs cannot be tolerated and shall be treated as a breach of terms and conditions.

14. LIABILITIES

Except in the case of personal injury or death, Dolphin Holidays total liability to the booking party in the respect of all claims arising from your stay with us shall not exceed the total cost of your holiday.

Dolphin Holidays cannot be held responsible for any loss the booking party may suffer as a result of any act, by any person other than Dolphin Holiday employees. Dolphin Holidays cannot accept any liability whatsoever for any personal property damaged, lost or stolen whilst the booking party is holidaying with us.

Dolphin Holidays shall have no liability for any matter that is not brought to the attention of the park management during your party's stay.

LOST PROPERTY

- A handling and packing charge of £8, with the guest paying for delivery, is made for returning lost property. Please notify us as soon as possible. Lost property is not stored indefinitely and after a short period it is given to charity.

15. BREACH OF TERMS AND CONDITIONS

Dolphin holidays reserves the right to decline accommodation and to demand the immediate withdrawal of any person not complying with any booking terms and conditions. In these circumstances the party shall not be entitled to a refund of monies paid.

The Cancellation Insurance Scheme premium is automatically included in the deposit you pay unless you instruct us otherwise. It is strongly advised that you to take insurance as no refunds are available without it. Provided we receive written confirmation of a cancellation Dolphin Holidays will refund monies paid less the excess fee. The policy covers you right up to the time you leave.

The small premium of £20.00 per unit, per week will be added to your holiday confirmation for Cancellation

Curtailment Insurance or £12.50 for touring bookings per unit per week. The appropriate premium must be included with your holiday deposit. Cover will apply automatically to each member of the party, named in the booking form, if you have to cancel or cut short your holiday due to illness, injury, redundancy, jury service, unforeseen occupation posting damage to home or police request following burglary.

Please note that there is no protection if you merely 'change your mind'.

An excess of £30 will be applied other than claims for loss of deposit only.

MONEY-BACK GUARANTEE

On receipt of the Certificate, please read it carefully. If the insurance does not meet your requirements please return it within seven days of issue, but before departure date.

Provided no claim has been made your premium will be refunded in full.

IMPORTANT NOTICE

Wishpool Ltd., as the operator of this insurance scheme, has to bring to your attention some of the important features of this insurance scheme:
Insurance Policy: this contains full details of the cover provided plus the conditions and exclusions which apply to it. You must read the insurance policy carefully.

Conditions, Exclusions and Warranties: there are conditions and exclusions which apply to individual sections and general conditions, exclusions and warranties which apply to the whole policy.

Health: the policy contains conditions relating to the health of the people travelling and others upon whose well being the trip may depend.

Policy Excesses: claims under most sections of the policy will be subject to an excess. Where there is an excess, you will be responsible for paying the first part of a claim.

Reasonable Care: you are required to take all reasonable care to protect yourself and your property and to act as though you are not insured.

CLICK HERE TO DOWNLOAD FULL POLICY WORDING

We are committed to safeguarding the privacy of our website visitors; this policy sets out how we will treat your personal information.

(1) What information do we collect?

We may collect, store and use the following kinds of personal information:

(a) information about your computer and about your visits to and use of this website (including [your IP address, geographical location, browser type and version, operating system, referral source, length of visit, page views and website navigation:

(b) information relating to any transactions carried out between you and us on or in relation to this website, including information relating to any purchases you make of our goods or services;

(c) information that you provide to us for the purpose of registering with us;

(d) information that you provide to us for the purpose of subscribing to our website services, email notifications and/or newsletters;

(e) any other information that you choose to send to us;

(2) Cookies

A cookie consists of information sent by a web server to a web browser, and stored by the browser. The information is then sent back to the server each time the browser requests a page from the server. This enables the web server to identify and track the web browser.

We may use both "session" cookies and "persistent" cookies on the website. We will use the session cookies to keep track of you whilst you navigate the website; We will use the persistent cookies to enable our website to recognise you when you visit;

[Session cookies will be deleted from your computer when you close your browser.] [Persistent cookies will remain stored on your computer until deleted, or until they reach a specified expiry date.]

We use Google Analytics to analyse the use of this website. Google Analytics generates statistical and other information about website use by means of cookies, which are stored on users' computers. The information generated relating to our website is used to create reports about the use of the website. Google will store this information. Google's privacy policy is available at: http://www.google.com/privacypolicy.html.

Most browsers allow you to reject all cookies, whilst some browsers allow you to reject just third party cookies. For example, in Internet Explorer you can refuse all cookies by clicking "Tools", "Internet Options", "Privacy", and selecting "Block all cookies" using the sliding selector. Blocking all cookies will, however, have a negative impact upon the usability of many websites, including this one.

(3) Using your personal information

Personal information submitted to us via this website will be used for the purposes specified in this privacy policy or in relevant parts of the website.

We may use your personal information to:

(a) administer the website;

(b) improve your browsing experience by personalising the website;

(c) enable your use of the services available on the website;

(d) supply to you holidays purchased via the website;

(e) send confirmations and invoices to you, and collect payments from you;

(f) send you general (non-marketing) commercial communications;

(g) send you email notifications which you have specifically requested;

(h) send to you [our newsletter and other] marketing communications relating to our business [we will not provide third parties with your information. You can inform us at any time if you no longer require our own marketing material

(i) provide third parties with statistical information about our users – but this information will not be used to identify any individual user;

(j) deal with enquiries and complaints made by or about you relating to the website; and

Where you submit personal information for publication on our website, we will publish and otherwise use that information in accordance with the license you grant to us.

We will not without your express consent provide your personal information to any third parties for the purpose of direct marketing.

All our website financial transactions are handled through our payment services provider, SagePay. You can review the SagePay privacy policy and terms and conditions at www.sagepay.com. We will share information with SagePay only to the extent necessary for the purposes of processing payments you make via our website and dealing with complaints and queries relating to such payments.

(4) Disclosures

We may disclose information about you to [any of our employees, officers, agents, suppliers or subcontractors] insofar as reasonably necessary for the purposes as set out in this privacy policy.

In addition, we may disclose your personal information:

(a) to the extent that we are required to do so by law;

(b) in connection with any legal proceedings or prospective legal proceedings;

(c) in order to establish, exercise or defend our legal rights (including providing information to others for the purposes of fraud prevention and reducing credit risk);

(d) to the purchaser (or prospective purchaser) of any business or asset which we are (or are contemplating) selling; and

(e) to any person who we reasonably believe may apply to a court or other competent authority for disclosure of that personal information where, in our reasonable opinion, such court or authority would be reasonably likely to order disclosure of that personal information.

Except as provided in this privacy policy, we will not provide your information to third parties.

(5) International data transfers

Personal information that you submit for publication on the website will be published on the internet and may be available, via the internet, around the world. We cannot prevent the use or misuse of such information by others.

You expressly agree to such transfers of personal information.

(6) Security of your personal information

We will take reasonable technical and organisational precautions to prevent the loss, misuse or alteration of your personal information.

(7) Policy amendments

We may update this privacy policy from time-to-time by posting a new version on our website. You should check this page occasionally to ensure you are happy with any changes. We may also notify you of changes to our privacy policy by email.

(8) Your rights

You may instruct us to provide you with any personal information we hold about you. Provision of such information will be subject to:

(a) the payment of a fee (currently fixed at £15.00); and

(b) the supply of appropriate evidence of your identity (for this purpose, we will usually accept a photocopy of your passport certified by a solicitor or bank plus an original copy of a utility bill showing your current address).

We may withhold such personal information to the extent permitted by law.

You may instruct us not to process your personal information for marketing purposes by email at any time. In practice, you will usually either expressly agree in advance to our use of your personal information for marketing purposes, or we will provide you with an opportunity to opt-out of the use of your personal information for marketing purposes.

(9) Third party websites

The website contains links to other websites. We are not responsible for the privacy policies or practices of third party websites.

(10) Updating information

Please let us know if the personal information which we hold about you needs to be corrected or updated.

(11) Contact

If you have any questions about this privacy policy or our treatment of your personal information, please write to us by email to admin@dolphinholidays.co.uk or by post to Head Office, Dolphin Holidays, Tencreek Holiday Park, Polperro Road, Looe, Cornwall, PL13 2JR.