Holiday Booking Terms & Conditions

1.1. We are Eden Resorts Ltd (“we”, “our”, “us”) head office, Suite One, Priory House, Saxon Way, Hessle, HU13 9BR.

1.2. By booking with us, you confirm that you agree to comply with and accept these booking conditions and the following information which we will provide to you:

• the accommodation rental conditions (which means all information in any specific conditions or restrictions set out in the website description of your chosen accommodations);
• the Important Information section of the website or other publication we tell you about; and
• any other written information we brought to your attention prior to confirming your booking.

3.1. The accommodation that we advertise is offered for the sole purpose of holiday lettings and/or must never be occupied as your principal home, unless expressly agreed otherwise in writing by us. Accordingly, you agree and accept that you are not offered any rights to the accommodation other than the right to occupy the accommodation as holiday accommodation for the period of your booking. No booking of any kind is an ‘Assured Shorthold Tenancy’ or protected under the Protection from Eviction Act 1977, or any similar legislation that applies in Scotland.

Accommodation is for non-commercial use only. You may not offer for resale any booking services without our express permission.

4.1. We aim to make sure that information provided about accommodation and its facilities or services, is accurate and complete on the date given. Descriptions are intended to present a general idea of the accommodation and do not constitute any advice or recommendation by us.

4.2. Not all details of the relevant facilities can be included on our website. Furthermore, there may be small differences between the actual accommodation and its description. Occasionally, some facilities or services may not be available or may be restricted. If this happens, we will tell you as soon as reasonably practical after we become aware.

4.3. Where Wi-Fi is an advertised facility, its provision is subject to availability and network conditions. It may not be available 24 hours a day and is provided for pleasure, not for business purposes.

4.4. We cannot accept responsibility for any changes or closures to local services or attractions mentioned on our website.

5.1. As the person in charge of the party (“the party leader” or “you”), you must be at least 18 years old at the time of booking. By making the booking, you confirm that you are authorised to make the booking. It is your responsibility as the party leader to ensure that the other party members are aware of and agree to comply with these booking conditions and any restrictions or requirements stated on the accommodation advertisement.

5.2. You are responsible for making all payments to us.

5.3. You must ensure that all the information you provide us in connection with your booking is true, accurate, current and complete. If any of your details change, you must promptly update your details.

5.4. If you have any special requests, you must let us know when you make a booking. Although we will try to help where possible, we cannot guarantee that any request will be met. Confirmation that we have noted a special request or the fact it is shown on your written confirmation or any other document, is not confirmation that the request will be met. If we fail to meet any special request, it will not mean we or they have broken your contract.

5.5. If the accommodation is available and we have received all the relevant payments from you, we will give you written confirmation of your booking as soon as reasonably possible. This confirmation will show your booking details, the amount you have paid and the amount you still owe for the booking.

5.6. Your binding contract with us will begin when we issue you the written confirmation and you have made the appropriate payments to us.

5.7. If you pay the deposit, it does not mean we have accepted a booking unless we have issued you with written confirmation. Please do not make any other travel arrangements (such as flights) until we have issued you with a written confirmation.

5.8. If you book with us online, we will acknowledge that we have received your booking and then later send you your confirmation by email. It is your responsibility to check your emails regularly and to let us know about any change to your email address.

5.9. We have the right to refuse any booking before we send you written confirmation. If we do this, we will tell you in writing and promptly refund any money you have paid to us. In this case, we will not have any legal responsibility to you.

5.10. As soon as you receive your confirmation, you must check the details carefully. If anything is not correct, you should tell us immediately.

5.11. Even if we have sent a written confirmation, we have the right to cancel a booking where there are reasonable grounds to believe that (i) it is not legitimate; (ii) you are likely to breach these booking conditions or any restrictions or requirements stated on the accommodation advertisement; (iii) information supplied by you in relation to your booking is incorrect; or (iv) you have behaved in a vexatious, abusive or unlawful manner to our staff. If we cancel your booking in these circumstances, we will tell you in writing and we will not have any legal or financial responsibility to you.

6.1. When you book, you must pay the deposit amount then due (see also clause 7 (Deposit));

You must pay by debit or credit card and we only accept payment in pounds sterling.

6.2. We must receive the rest of the money owed no less than 12 weeks before the start of your stay. You will need to call us to make payment of the balance. If you book less than 12 weeks before the start of your stay, we must receive full payment of the total cost of your booking when you make the booking.

6.3. If you do not pay any payment due in relation to your booking by the appropriate date, we are entitled to assume that you want to cancel your booking. In this case, your booking will be cancelled immediately and the provisions of clause 10 (Full customer cancellations – basic) will apply. You may also need to pay additional charges.

7.1. A non-refundable deposit of £100 will be required to secure your booking at Messingham Lakes and a deposit of 25% of the total cost of the holiday will be required to secure your booking at Rosetta Retreats.

8.1. Prices of unsold accommodation may be increased or decreased at any time. We may also correct mistakes in the pricing of unsold accommodation at any time. We will confirm the price of your booking when you make it. As changes and mistakes can happen, you must check the price and all other details of your chosen accommodation at the time of booking.

8.2. All prices quoted or otherwise given to you include all charges and any taxes or government charges which may apply to your booking at the time it is made. Variations in the tax rate or government charges may result in variations of the sums due for your booking and you may be required to pay any additional taxes that arise after your booking has been confirmed.

9.1. If you want to change any detail of your confirmed booking, you must notify us by calling us as soon as possible and we will do our best to arrange the changes.

9.3. If we can facilitate your change, you will be asked to pay an administration charge of £35 for each change in dates or £60 for each change in accommodation. You will also have to pay any costs incurred in facilitating this change for you, or pay the difference in price if a more expensive date is selected. You will be charged at the current website price.

9.4. We may treat changes to your dates or accommodation as a cancellation of the original booking and if so, you will have to pay cancellation charges if you decide to go ahead with the change.

10.1. If you have to, or want to, cancel your booking after it has been confirmed, you must notify us as soon as possible.

10.2. You will have to pay a cancellation charge based on the number of days before the arrival date at the accommodation that we receive notice, as shown in the table below. This means that if you have already paid the full balance of your total booking cost and then have to, or want to, cancel, you may receive a refund of part of the cost. However, if you have not yet paid your total booking cost by the time of your cancellation, you may have to make a further payment to cover the cancellation charge.

We recommend that you take out travel insurance to cover such eventualities.

10.4. For the purpose of the table below, total accommodation cost means accommodation rental price plus any extra items such as charges for pets.

10.5. If you have booked through a third party agent, the term ‘total accommodation cost’ in the table below does not include any charges made by that agent or anyone else for booking fees, flights, other travel services or any other amounts not paid to us, and you may be liable to pay such charges in the event of cancellation in accordance with the cancellation policy of the third party agent or other supplier.

11.1. If any person(s) in your party needs to cancel, this will not affect the total cost of your booking.

11.2. No refunds are payable in the event that you cut short your stay.

12.1. We do not expect to have to make any changes to your booking, however, sometimes bookings have to be changed or mistakes have to be corrected. We have the right to do so. If there is an error or mistake, including on pricing, then the contract between us will be void and you’ll be entitled to a refund. You won’t, however, be entitled to compensation, nor to have the holiday at the lower price.

12.2. If we do need to make changes, we will contact you by phone if reasonably possible in the case of a significant change or by email in the case of a minor change as soon as is reasonably practical. We will explain what has happened and let you know about the change. However, we will have no further liability to you.

13.1. If we cancel your booking or are prevented from providing the accommodation you have booked, you may choose to: (i) accept alternative accommodation – you will have to pay any difference in price if the cost of the new accommodation is higher or be reimbursed the difference if the cost of the new accommodation is lower; (ii) request a voucher with a redemption value equal to the amount previously paid by you for the booking – the voucher terms and conditions will be available before you make your choice under this clause; or (iii) obtain a refund of the amount already paid by you for the booking. We will contact you to inform you of these options.

14.1. Except where otherwise expressly stated in these Booking Conditions we will not be liable or pay you compensation, if our contractual obligations to you are affected by “Events Beyond Our Control”. For the purposes of these Booking Conditions, Events Beyond Our Control means any event, the consequences of which could not have been avoided even if all reasonable measures had been taken. Examples include warfare and acts of terrorism (and threat thereof), civil strife, significant risks to human health such as the outbreak of serious disease at the travel destination (including epidemics, pandemics and the ongoing effects of the Covid-19 pandemic) or natural disasters such as floods, earthquakes or weather conditions which prevent you from travelling to the travel destination and/or make it impossible to travel safely to the travel destination or remain at the travel destination, the act of any government or other national or local authority including port or river authorities, industrial dispute, labour strikes, lock closure, natural or nuclear disaster, fire, chemical or biological disaster, unavoidable technical problems with transport and all similar events outside our control.

15.1. The following are conditions of your stay at the accommodation:

16.1. You are responsible for all guests staying at the accommodation and the things they do (and do not do) even if you do not stay at the accommodation during the booking period.

16.2. You are responsible for and agree to reimburse to us all costs incurred as a result of any breakage or damage in or to the accommodation which is caused by you or any members of your party or any other persons invited into the accommodation by you. We can ask for an extra payment from you to cover any such costs.

16.3. We expect the accommodation to be left in a reasonably clean and tidy state on departure. If, in our opinion, additional cleaning is required, you will be liable to us for the cost of this cleaning.

17.1. We are allowed to enter the accommodation (without letting you know first if this is not practical or possible) if special circumstances or emergencies happen (for example if repairs need to be carried out) or if you break any of these booking conditions.

17.2. We, or our representative are allowed to enter the accommodation to inspect it (including but not limited to where you have complained about the accommodation). If this happens, you will be given reasonable notice first.

17.3. You agree to allow us or our representative (including workmen) access to the accommodation as required by this clause.

18.1. We can refuse to hand over your accommodation or end a stay after the keys have been handed over, if the unreasonable behaviour of anyone in your party (including anyone invited into the accommodation by you) is likely to spoil the enjoyment, comfort or health of other guests, residents, neighbours or members of staff or where you or any member of your party (or anyone invited into the accommodation by you) has broken or is likely to break any of these booking conditions, including requirements stated on the accommodation advertisement, such as those regarding party composition. If this happens, you will have to leave the accommodation immediately and no refund will be given. You may also be responsible for any costs we incur as a result of your behaviour.

19.1. If you have any complaint, you must let us know immediately in writing and in any event before you travel. Unfortunately, we cannot accept any legal responsibility if you do not let us know what is wrong and allow us an opportunity to respond to you. If we are found to be at fault in relation to any service we provide, we will not pay more than the cost of the booking (or the appropriate proportion of this if not everyone on the booking is affected), plus any reasonable expenses you cannot recover from elsewhere.

19.2. We do not exclude or limit what we will be legally responsible for if death or personal injury is caused as a result of our negligence or that of our employees whilst acting in their course of their employment, or for any criminal act we may commit. We cannot be held responsible for noise or disturbance which comes from beyond the boundaries of the accommodation or which is beyond our control. If we know about a problem before you arrive, we will contact you to let you know. We cannot be held responsible for the breakdown of mechanical equipment such as pumps, boilers, nor for the failure of public utilities such as water, gas and electricity.

19.3. You must tell us as soon as possible if you are dissatisfied. This means on arrival if you are immediately dissatisfied or during your stay as soon as you become dissatisfied. You must provide an immediate opportunity for us to put right anything that is wrong before the end of your stay.

19.4. If you feel that a problem has not been dealt with to your satisfaction, you must, within 28 days of returning from your stay, put your complaint in writing to us. You can email us at info@edenresorts.co.uk or write to us at Messingham Lakes, Butterwick Road, Messingham, DN17 3PP, marked for the attention of the Customer Relations Department. We have designed this process to make sure we can help to resolve complaints as quickly as possible. Please help us assist you by following this process. If you fail to do so, this may affect your entitlement to claim compensation if this would be appropriate.

We occasionally use photographers or videographers to record activities and events across our Parks. Notice will be provided before filming begins. You might be visible in the background or featured directly in photos. If you prefer not to be included in any photos or video footage, please inform the production crew who are filming. We maintain the right to feature all Park-captured media for marketing and promotional initiatives, including on social media. Furthermore, if you chose to share photos taken at our Parks to our social media pages (such as Facebook, Instagram, X, Snapchat, or other platforms), we reserve the right to re-use those posts for our own promotions.

21.1. By submitting your personal information to us, you agree to our use of the information in the ways set out in our Privacy Notice.

21.2. Please see our Privacy Notice on our website which explains how we will process your personal data.

21.3. We may, but do not always, record telephone calls between us for monitoring and training purposes. In the event of a dispute between us, we reserve the right to review any recorded calls between us.

22.1. No representative, agent or sales person has the authority to vary, amend or waive any of these booking conditions. No amendment, variation or waiver of any of these booking conditions will be valid or have any effect unless accepted by us in writing.

23.1. Any dispute, claim or other matter which may arise in relation to your booking will be governed by English law and you agree that any dispute will be dealt with exclusively by the courts of England and Wales.

23.2. If a court or regulatory agency with proper jurisdiction determines that a provision of these booking conditions or any contract to which they apply is invalid, void or unenforceable then that provision will be interpreted in a way to reflect as nearly as possible the original intentions of the parties that is valid under applicable law or regulation. If any provision is invalid, the rest of these booking conditions will remain effective to the full extent permissible by applicable law.