Guest Terms & Conditions

  1. Welcome to North Wales Holiday Rentals!
    • 1.1. These Terms and Conditions govern the agreement between North Wales Holiday Rentals, Ltd. (“NWHR,” “we,” “us,” or “our”) and the individual or entity (“Hirer,” “you,” or “your”) who books the Caravan for hire. This agreement sets out the rights and obligations of both parties concerning the hire of the Caravan and we want to ensure you have a clear understanding of your Booking and our responsibilities.
    • 1.2. By making a Booking with NWHR, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions. It is important that you read these Terms and Conditions carefully prior to making a Booking.
    • 1.3. These Terms and Conditions, together with your Booking Confirmation, constitute the entire agreement between NWHR and the Hirer relating to the hire of the Caravan.
    • 1.4. We are private owners / organise rentals for other private owners in Lyons Winkups, Lyons Robin Hood, Whitehouse and Golden Gate holiday parks. We rent out to private Guests, within our license agreement, for the sole use of the Caravans and not the use of the extra facilities available on the park. A play pass, if applicable, will need to be purchased on arrival directly through the holiday park, to access the swimming, activities and entertainment. We are unable to purchase passes on your behalf, or to book any paid activities or swimming slots.
  2. Definitions
    • 2.1. To make things clear, here are some definitions of the key terms used in this document:
      • 2.1.1. “Arrival Date” means the date on which the Hire Period commences.
      • 2.1.2. “Booking” is your reservation of a Caravan.
      • 2.1.3. “Booking Confirmation” means the written or electronic confirmation issued by NWHR to the Hirer, detailing the specifics of the Booking.
      • 2.1.4. “Booking Fee” means the non-refundable Deposit payable by the Hirer to secure a Booking in the case of a Hirer-initiated cancellation.
      • 2.1.5. “Caravan” means the Caravan unit hired by the Hirer from NWHR.
      • 2.1.6. “Check-in Time” means the time at which the Hirer and Guests can take possession of the Caravan.
      • 2.1.7. “Check-out Time” means the time at which the Hirer and Guests must vacate the Caravan.
      • 2.1.8. “Damage” means any loss or Damage to the Caravan and its contents beyond normal wear and tear.
      • 2.1.9. “Departure Date” means the date on which the Hire Period ends.
      • 2.1.10. “Deposit” is the security deposit held to cover potential Damage or other charges.
      • 2.1.11. “Extras” means optional extras provided by NWHR (e.g., linen hire).
      • 2.1.12. “Fixtures and Fittings” means all items permanently attached to the Caravan.
      • 2.1.13. “Guest” means any person staying at the Caravan during the Hire Period.
      • 2.1.14. “Hire Period” means the duration of the Booking, from the agreed Check-in Time on the Arrival Date to the agreed Check-out Time on the Departure Date.
      • 2.1.15. “Hirer” means the person making the Booking, who must be aged 18 or over.
      • 2.1.16. “Inventory” means a list of all items included within the Caravan.
      • 2.1.17. “NWHR” means North Wales Holiday Rentals Ltd (Company number: 14011484).
      • 2.1.18. “Park Rules” means the rules and regulations of the holiday park where the Caravan is located.
      • 2.1.19. “Personal Belongings” means the Hirer’s personal property brought into the Caravan.
      • 2.1.20. “Total Cost of Holiday” means the total sum payable by the Hirer for the Caravan rental, including any additional charges, but excluding the Deposit amount.
  3. Booking and Payment
    • 3.1. Booking Process
      • 3.1.1. Bookings can be made via NWHR’s website, phone or third-party sites where the NWHR managed Caravans are also listed (i.e. Airbnb, booking.com, Camplify UK).
      • 3.1.2. To make a Booking, the Hirer must be aged 18 or over.
      • 3.1.3. The Hirer will receive a Booking Confirmation upon acceptance of the Booking by NWHR. The Booking Confirmation will detail:
        • 3.1.3.1. The Caravan booked.
        • 3.1.3.2. The Arrival Date and Departure Date.
        • 3.1.3.3. The Total Cost of Holiday.
        • 3.1.3.4. The amount of any Deposit paid.
        • 3.1.3.5. The amount of any Extras chosen.
        • 3.1.3.6. The date when the remaining balance is due, if applicable.
        • 3.1.3.7. Any Booking Fees.
      • 3.1.4. A Booking is only confirmed when NWHR issues a Booking Confirmation to the Hirer via email and/or text message.
    • 3.2. Payment
      • 3.2.1. A Deposit of £100 is required to secure the Booking.
      • 3.2.2. Payment can be made by credit card or bank transfer.
      • 3.2.3. The remaining balance of the Total Cost of Holiday is due no later than 30 days prior to the Arrival Date. In the event that the balance remains outstanding after this date, NWHR reserves the right to charge a late payment fee of £50.
      • 3.2.4. If the balance is not received by the due date, NWHR reserves the right to cancel the Booking, and the Deposit will be non-refundable.
    • 3.3. Deposit and Booking Fee
      • 3.3.1. A Deposit, which also serves as the Booking Fee, of £100 is required to secure the Booking.
      • 3.3.2. The Deposit/Booking Fee is non-refundable in the circumstances detailed in Clause 3.5.
    • 3.4. Changes to Bookings
      • 3.4.1. Any changes to the Booking, including changes to the persons listed on the Booking form, must be notified to NWHR in writing as soon as possible and in any event, prior to arrival and are subject to availability and NWHR’s discretion.
      • 3.4.2. NWHR reserves the right to charge an administration fee of £25 for any changes made to a Booking.
      • 3.4.3. If the change results in an increase in the Total Cost of Holiday, the Hirer will be liable to pay the difference.
      • 3.4.4. The actual address / location of your accommodation may be subject to change due to unforeseen circumstances, this will still be within the same holiday park, originally booked. The grade of Caravan and specifics, will be the same or higher than you’ve booked where possible.
    • 3.5. Cancellation by the Hirer
      • 3.5.1. The Hirer may cancel the Booking by notifying NWHR in writing.
      • 3.5.2. In the event of cancellation by the Hirer, the following cancellation policy will apply:
      • 3.5.3. The applicable refund will be processed within 3 days of NWHR’s receipt of the written cancellation.
      • 3.5.4. Unfortunately, refunds cannot be provided for cancellations or curtailments due to unforeseen circumstances, including but not limited to weather events, illness, or park closures, nor for early departure by the Hirer.
        • 3.5.4.1. NWHR strongly recommends that the Hirer obtains comprehensive travel insurance to cover cancellations, curtailments, and other unforeseen circumstances.
    • 3.6. Cancellation by NWHR
      • 3.6.1. In the event that NWHR is unable to provide the Caravan booked due to unforeseen circumstances, including but not limited to park closures, NWHR will offer the Hirer the following options:
        • 3.6.1.1. A replacement holiday that’s the same as the one you booked;
        • 3.6.1.2. A replacement holiday of less value than the one you booked, together with a payment of the difference by us;
        • 3.6.1.3. A replacement holiday of higher value than the one you booked, with a payment of the difference by yourself;
        • 3.6.1.4. A full refund of all monies paid.
          • 3.6.1.4.1. The refund, in the case of 3.6.1.4, will be processed within 24 hours of NWHR’s cancellation.
      • 3.6.2. NWHR will not be liable for any consequential loss or damage arising from the cancellation of a Booking.
  4. Arrival and Departure
    • 4.1. Check-in and Check-out Times
      • 4.1.1. The holiday caravan may be occupied from the designated check-in time on the Arrival Date and must be vacated by the designated check-out time on the Departure Date. Please refer to your booking confirmation for the specific check-in and check-out times applicable to your chosen caravan. These times may vary and can be 2:00 PM / 10:00 AM, 3:00 PM / 11:00 AM, or 4:00 PM / 12:00 PM.
      • 4.1.2. If the Hirer and their Guests fail to vacate the caravan by the Check-out Time, a Late Check-out Fee of £15 will be incurred. NWHR reserves the right to apply this fee against the Deposit.
    • 4.2. Early Check-in/Late Check-out
      • 4.2.1. Early Check-in Time or late Check-out Time may be available, subject to availability and the cleaner’s schedule.
      • 4.2.2. If available, early Check-in or late Check-out Times can be arranged for an additional fee of £15 for up to 3 hours, payable with the full payment.
      • 4.2.3. The availability of early Check-in/late Check-out Times are not guaranteed and must be confirmed by NWHR in writing.
  5. Hirer Responsibilities
    • 5.1. Condition of the Caravan
      • 5.1.1. The Hirer must maintain the Caravan in good condition during the Hire Period and leave it in a clean and tidy state on departure. This includes:
        • 5.1.1.1. Removing all rubbish to the appropriate bins on site at the holiday park.
        • 5.1.1.2. Cleaning all surfaces.
        • 5.1.1.3. Ensuring all kitchenware is washed and dried.
        • 5.1.1.4. Leaving the toilet in a clean and sanitary condition.
      • 5.1.2. The Hirer is responsible for any Damage or soiling that requires more than routine cleaning. NWHR reserves the right to charge an additional cleaning fee of £35 if the Caravan is left in an unacceptable condition.
      • 5.1.3. It is the responsibility of the Hirer to check the Caravan upon Check-in.
      • 5.1.4. The Hirer must notify NWHR before 8 pm on the Arrival Date of any existing defects or Damage to the Caravan. Failure to do so will result in the Hirer being held responsible for the Damage.
      • 5.1.5. At the end of the Hire Period, the Hirer must allow NWHR or their representative to inspect the Caravan. NWHR may use a Post-Hire Checklist to document the Caravan’s condition.
    • 5.2. Use of the Caravan
      • 5.2.1. The maximum number of occupants is 8 or 6, as specified in the Booking Confirmation.
      • 5.2.2. Only the persons listed on the Booking form shall be entitled to occupy the accommodation. Over occupancy will not be tolerated and holiday park security may ask you to vacate the Caravan.
      • 5.2.3. The Hirer is responsible for ensuring that all Guests are present with them during the Hire Period.
      • 5.2.4. The Hirer must ensure that all Guests comply with these Terms and Conditions.
      • 5.2.5. The following are prohibited:
        • 5.2.5.1. Smoking inside the Caravan.
        • 5.2.5.2. The use of illegal substances.
        • 5.2.5.3. Barbecues inside the Caravan or on the decking area.
        • 5.2.5.4. Pets, unless agreed in writing with NWHR.
        • 5.2.5.5. Any activity that causes excessive noise or disturbance to other park users.
      • 5.2.6. NWHR do not accept youth groups or same-sex parties, and the Hirer of the Booking must be aged 18 or over.
      • 5.2.7. Any breach of these conditions may entitle Golden Gate, Lyons Robin Hood, Lyons Winkups, Penrhyn Hall, or Whitehouse holiday parks to terminate the Booking and exclude the Hirer and their Guests from the park. NWHR will not be held responsible in such circumstances.
    • 5.3. Damage
      • 5.3.1. The Hirer is responsible for all Damage to the Caravan and its contents during the Hire Period, except for fair wear and tear.
      • 5.3.2. The Hirer must report any Damage to NWHR as soon as reasonably possible.
      • 5.3.3. NWHR will assess the Damage and provide the Hirer with a written statement of the repair or replacement costs.
      • 5.3.4. The cost of any Damage will be deducted from the Deposit. If the Damage cost exceeds the Deposit amount, the Hirer will be invoiced for the outstanding balance.
      • 5.3.5. If the Hirer fails to pay the outstanding balance within 7 days, NWHR may take legal action to recover the debt.
    • 5.4. General Conduct
      • 5.4.1. The Hirer is responsible for the conduct of all Guests and ensuring they behave in a responsible manner.
      • 5.4.2. The Hirer and their Guests must:
        • 5.4.2.1. Comply with all Park Rules.
        • 5.4.2.2. Show consideration for other park users.
        • 5.4.2.3. Not engage in any anti-social behaviour.
      • 5.4.3. NWHR or the park management may terminate the hire and evict the Hirer and their Guests without refund if there is a serious breach of this clause.
      • 5.4.4. The Hirer acknowledges and agrees that North Wales Holiday Rentals provides accommodation rental only. 
      • 5.4.5. The availability, operation, and management of all on-site amenities, facilities, and entertainment – including, but not limited to, clubhouses, swimming pools, shops, arcades, restaurants, play areas, and activity programmes – are controlled exclusively by the relevant Holiday Park operator (e.g., Lyons Winkups or SF Parks Golden Gate).
      • 5.4.6. North Wales Holiday Rentals shall not be held liable for any disappointment, disruption, or inconvenience arising from the unavailability, reduced hours, restricted access, or closure of any Holiday Park facility, amenity, or entertainment offering.
  6. Owner Responsibilities
    • 6.1. Provision of the Caravan
      • 6.1.1. NWHR or the Caravan Owner will ensure that the Caravan is:
        • 6.1.1.1. Clean and ready for occupation at the start of the Hire Period.
        • 6.1.1.2. Fit for purpose in a safe and habitable condition.
        • 6.1.1.3. Equipped with all essential equipment in good working order.
      • 6.1.2. NWHR is not responsible for the standard of cleanliness of the property where the cleaning is arranged directly by the Owner. Any issues with the cleanliness of the property should be raised with the Caravan Owner.
    • 6.2 Guest Support, Maintenance and Repairs

      • 6.2.1. North Wales Holiday Rentals acts as the booking and guest support agent for privately owned holiday caravans and lodges.
      • 6.2.2. During the Hire Period, North Wales Holiday Rentals will be the guest’s first point of contact for any questions, concerns, maintenance issues or emergencies relating to their stay.
      • 6.2.3. Whilst North Wales Holiday Rentals will make every reasonable effort to assist guests and facilitate a resolution, responsibility for the maintenance, repair and upkeep of the Caravan remains with the Caravan Owner.
      • 6.3. Unavailability of the Caravan
        • 6.3.1. If the Caravan becomes unavailable due to unforeseen circumstances (e.g., Damage rendering it unusable), NWHR will offer the Hirer the following options:
          • 6.3.1.1. A replacement Caravan of similar standard, if available.
          • 6.3.1.2. A partial or full refund, depending on the circumstances.
        • 6.3.2. NWHR will not be liable for any consequential losses incurred by the Hirer due to the unavailability of the Caravan.
      • 6.4. Accuracy of Information
        • 6.4.1. NWHR will ensure that the information provided about the Caravan is accurate and not misleading.
        • 6.2.4. The Caravan Owner is responsible for the maintenance and repair of the Caravan, including but not limited to:
        • 6.2.4.1. Electrical systems and equipment;
        • 6.2.4.2. Gas systems and appliances
        • 6.2.4.3. Plumbing and drainage systems
        • 6.2.4.4. Heating and hot water systems;
        • 6.2.4.5. Fixtures, fittings and appliances;
        • 6.2.4.6. Television, Wi-Fi and entertainment equipment;
        • 6.2.4.7. General maintenance, repairs and upkeep of the Caravan.
        • 6.2.5. Guests must notify North Wales Holiday Rentals as soon as reasonably possible of any maintenance issue arising during their stay.
        • 6.2.6. North Wales Holiday Rentals will endeavour to report issues promptly to the Caravan Owner and, where appropriate, assist in arranging contractors or alternative solutions.
        • 6.2.7. North Wales Holiday Rentals cannot guarantee immediate attendance, repair or resolution of maintenance issues where action is dependent upon the Caravan Owner, third-party contractors, holiday park management, utility providers or circumstances beyond its reasonable control.
        • 6.2.8. Guests agree to allow reasonable time for maintenance issues to be investigated and, where possible, remedied.
        • 6.2.9. North Wales Holiday Rentals shall not be liable for delays in repairs, interruptions to services, equipment failures or maintenance-related issues that are outside of its direct control.6.2. Maintenance and Repairs
    • 6.3 Emergency Assistance and Holiday Park Issues
      • 6.3.1. Guests should refer to the welcome information provided attached to the confirmation email, which contains useful guidance, emergency contacts and information relating to the holiday park.
      • 6.3.2. Where an issue relates to holiday park facilities, site-wide electrical supply, water supply, drainage, security, access barriers or other park-managed services, guests may be required to contact holiday park reception or the appropriate emergency contact number directly.
      • 6.3.3. North Wales Holiday Rentals does not operate a 24-hour maintenance service and attendance times cannot be guaranteed.
      • 6.3.4. Response times will depend upon the nature of the issue, the availability of the Caravan Owner, holiday park personnel, contractors and any other relevant third parties.
      • 6.3.5. North Wales Holiday Rentals will always endeavour to assist guests where reasonably possible but cannot accept liability for delays caused by factors outside of its control.
      • 6.3.6. Abusive, threatening, aggressive or unreasonable behaviour towards North Wales Holiday Rentals staff, Caravan Owners, contractors or holiday park personnel will not be tolerated and may result in assistance being withdrawn and/or the Booking being terminated where appropriate.
    • 6.4 Refunds Relating to Maintenance Issues
      • 6.4.1. The occurrence of a maintenance issue during a holiday does not automatically entitle the Hirer to a partial or full refund.
      • 6.4.2. North Wales Holiday Rentals and/or the Caravan Owner must be given a reasonable opportunity to investigate and, where possible, rectify the issue before any request for compensation will be considered.
      • 6.4.3. Refunds or compensation will not be provided for issues arising from circumstances beyond the reasonable control of North Wales Holiday Rentals, including but not limited to utility failures, holiday park infrastructure failures, contractor delays, weather events or owner-related delays.
      • 6.4.4. Any goodwill gesture, compensation or refund offered by North Wales Holiday Rentals shall be entirely at its discretion unless otherwise required by law.
  7. Damage, Deposit, and Payment
    • 7.1. Deposit Amount
      • 7.1.1. A Deposit of £100 is payable by the Hirer to NWHR to cover any Damage to the Caravan or its contents during the Hire Period.
      • 7.1.2. Following the Departure Date, NWHR or the Caravan Owner will inspect the Caravan. If no Damage is found, other than fair wear and tear, the Deposit will be returned to the Hirer within 7 days. The Hirer is required to provide a sort code and account number for the refund to be processed.
    • 7.2. Damage Assessment
      • 7.2.1. Upon check-out, NWHR or the Caravan Owner will inspect the Caravan for any Damage.
      • 7.2.2. NWHR or the Caravan Owner will document any Damage with photographs and/or a written description.
      • 7.2.3. NWHR will provide the Hirer with an itemized list of any Damage and the corresponding repair or replacement costs as soon as reasonably possible.
    • 7.3. Deposit Deduction
      • 7.3.1. NWHR is authorised to deduct from the Deposit amount to cover:
        • 7.3.1.1. The cost of repairing or replacing any Damage to the Caravan or its contents
        • 7.3.1.2. The cost of any breakages
        • 7.3.1.3. Any excessive cleaning required to return the Caravan to its original condition (beyond what is considered reasonable)
        • 7.3.1.4. The cost of replacing any missing items.
    • 7.4. Excess Damage
      • 7.4.1. If the cost of the Damage exceeds the Deposit amount, NWHR will invoice the Hirer for the outstanding balance.
      • 7.4.2. The Hirer must pay the outstanding balance within 7 days of the date of the invoice.
    • 7.5. Debt Recovery
      • 7.5.1. If the outstanding balance is not paid within 14 days, North Wales Holiday Rentals, Ltd. reserves the right to pursue debt recovery through the small claims court or by instructing a debt collection agency.
      • 7.5.2. The Hirer will be liable for all costs associated with the debt recovery process.
    • 7.6. Fair Wear and Tear
      • 7.6.1. Fair wear and tear is defined as deterioration that occurs naturally and inevitably as a result of normal use and aging.
        *It does not include Damage caused by negligence, misuse, or accidents.
        • 7.6.1.1. Examples of fair wear and tear include: fading of fabrics due to sunlight, minor scuffs on walls, and loosening of handles or knobs.
        • 7.6.1.2. Examples of Damage that is not considered fair wear and tear include: broken appliances, stains or burns on carpets or upholstery, and holes in walls, furniture, or Fixtures and Fittings.
  8. Insurance
    • 8.1. Hirer’s Insurance
      • 8.1.1. NWHR does not provide insurance coverage for the Hirer’s Personal Belongings or any other potential losses during the Hire Period.
      • 8.1.2. NWHR strongly recommends that the Hirer obtains comprehensive travel insurance to cover:
        • 8.1.2.1. Personal Belongings
        • 8.1.2.2. Cancellation or curtailment of the holiday
        • 8.1.2.3. Personal liability
        • 8.1.2.4. Any other unforeseen circumstances
  9. Other Clauses
    • 9.1. Access
      • 9.1.1. The Hirer must allow NWHR staff or their representatives access to the holiday Caravan as and when reasonably required during the Hire Period.
    • 9.2. Linen
      • 9.2.1. NWHR does not provide bed linen unless hired additionally.
      • 9.2.2. The Hirer is required to use bed linen on the provided quilts, pillows, and mattress protectors.
      • 9.2.3. The Hirer is responsible for any Damage or stains to the bed items provided, which may result in a charge.
    • 9.3. Data Protection
      • 9.3.1. NWHR will handle the Hirer’s personal data in accordance with GDPR and all other applicable UK and Welsh data protection laws.
      • 9.3.2. NWHR will only collect, store, and use the Hirer’s personal data for the purpose of fulfilling the Booking and related administrative tasks.
      • 9.3.3. NWHR will not share the Hirer’s personal data with any third parties except where necessary to provide the service (e.g., park management or caravan owner with Advertisement Only service option) or where required by law.
      • 9.3.4. The Hirer has the right to access, rectify, and erase their personal data held by NWHR.
    • 9.4. Governing Law
      • 9.4.1. These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales.
      • 9.4.2. Any dispute arising out of or in connection with these Terms and Conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales.
    • 9.5. Dispute Resolution
      • 9.5.1. NWHR is committed to resolving disputes fairly and efficiently.
      • 9.5.2. In the event of a dispute, the Hirer should first contact NWHR to attempt to resolve the matter informally.
      • 9.5.3. If the dispute cannot be resolved informally, the parties will attempt to resolve it through mediation before resorting to legal action.
    • 9.6. Amendments
      • 9.6.1. NWHR reserves the right to amend these Terms and Conditions at any time.
      • 9.6.2. NWHR will provide the Hirer with reasonable notice of any changes.
      • 9.6.3. The Hirer’s continued use of NWHR’s services after the effective date of any amendments constitutes acceptance of the revised Terms and Conditions.