Park Guidance & Rules

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Osborn Leisure LLP Holiday Accommodation, Camping and Touring Pitches –
Parks Guidance and Rules


1. Camping Arrival
1.1 Permitted arrival/departure time Camping and touring Arrive: 2p.m. – Latest admission to the park by 8pm. Depart by: 11:30 a.m. (Unless prior agreement has been made with Customer Services - This will be on your confirmation.)


2. Accommodation Arrival
2.1 On-site Lodge & Cabin Accommodation Arrive: 4pm & Depart by: 10am (Unless prior agreement has been made with Customer Services - This will be on your confirmation.)


3. Entry To The Park
3.1 Admission is only permitted after registering at reception.
3.2 Under 18s must be accompanied by their parents or legal guardians.
3.3 No additional visitors are allowed on to the camping field, lodges, cabin or facilities. 


4. Site Entry
Pitches and Pods & Lodges at Chestnut Meadow Park only At check-in you will be required to pay a £10.00 cash deposit for a barrier entry system swipe card, this will allow your vehicle access through the barrier entry system. The cash deposit will be refunded on departure when returning the gate badge/barrier pass/toilet keys. 


5. Group Bookings 
5.1 Group bookings of 4 or more units (e.g. tent, touring caravan, motorhome or accommodation hire) travelling together must call reception on as they will not be permitted on our online booking channels. 
5.2 No hen/stag parties. 
5.3 Single-sex bookings of 6 or more people (couples and immediate family members excepted) are not permitted via our online booking channels. Please call reception on 01825732617

6. Pitch Occupancy 
6.1 Your pitch booking includes your unit - 1 x tent, caravan or motor home, 1 car, an awning, this includes tent awnings and 1 gazebo with sides under 3m or a pup tent (height below 1.2 m for children only) 
6.2 Extra items must be booked in and paid for and are only allowable if there is enough space on your pitch for their safe erection. 
6.3 16amp electric hook-up is available by pre-payment 
6.4 Cars – 1 vehicle ONLY is included in your pitch price, extra vehicles are to be paid for at the appropriate rate. 
6.5 Maximum of 6 persons to a pitch 

7. Gazebos 
7.1 All sides under 3m. For health and safety reasons they must be open structures and must be located safely on your pitch.
7.2 Event Shelters and large gazebos– only allowed subject to space and at the appropriate cost.

8. Motor Homes
8.1 Max length 28ft and if converted must be fully equipped with windows and cooking facilities, afraid a mattress in the back and a camping stove doesn’t qualify as a motor home 
8.2 NO VEHICLE OR CARAVAN WASHING on site without authorization from site staff 
8.3 NO COMMERCIAL VEHICLES - Sorry, NO commercial vehicles are allowed. They are allowed in to unload whilst you set up but must be returned to the car park. Please call us to check if you have any queries.


9. Rubbish / Waste.
9.1 There are bins provided for standard general waste however we cannot accept large items such as camping paraphernalia, large broken items, TV’s, Microwave’s, broken chairs and tables as examples. We respectfully ask that you take those items home with you for the safe disposal at relevant tips. Anyone found ignoring this will be asked to take the unaccepted waste away or face a charge for us to dispose of it. If you are unsure about an item, please just ask at reception.


10. Smoking
10.1 All of our lodges, cabin and facilities are strictly no smoking (including E-cigarettes). If a member of our staff is suspicious that smoking has occurred inside our accommodation, we may deduct additional cleaning expense from the preauthorised damage deposit.


11. Lost Property
11.1 Any item left in the property when you depart must be claimed within one month after which time, we will dispose of it. An appropriate sum (minimum £5) to cover post, packing and administration must be sent before the item can be forwarded.


12. Right of Entry 
12.1 We are allowed to enter the lodges or cabin (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.
12.2 We are also allowed to enter the property to inspect it (including but not limited to where you have complained about the property).
12.3 We or our representatives are allowed to access the property at 10am (unless another departure time has been previously arranged) on the booked day of your departure.
12.4 You agree to allow us or our representative (including workmen) access to the property as required by this clause.

13.Unreasonable Behaviour 
13.1 We can refuse to hand over our property if the unreasonable behaviour of anyone in your party is likely to cause offence to other guests or members of staff, or if we have reasonable cause to believe you or any member of your party will cause damage or loss to the property, its services, or facilities. If this happens, the contract between you and us will end and you will not receive any refund and we will have no further responsibility to you.
13.2 We can end a stay after the keys have been handed over if the unreasonable behaviour of anyone in your party (including anyone invited into the property by you) is likely to spoil the enjoyment, comfort or health and safety of other guests or members of staff or where you or any member of your party (including anyone invited into the property by you) has broken or is likely to break any of these conditions. If this happens, you will have to leave the property immediately and no refund will be given. You may also be responsible for any costs we incur as a result of your behaviour.

14. Hot Tub
14.1Where the property has a hot tub installed, you and your party undertake to abide by the rules relating to the use of the hot tub, detailed in the Guidelines. Details of the safe and appropriate use of the hot tub are also displayed both inside the lodge and next to the hot tub. If you are unsure about anything rules or otherwise regarding the hot tub, please contact us on 01825732617/ team@osborngroup.co.uk so that we can advise further.


15. Non-Arrivals
15.1 If you should not arrive on your scheduled date and you do not give notice to us that you are intending to arrive later during your booked stay, Osborn Leisure LLP has the right to deem your booking as cancelled and to re-let your pitch or accommodation with the loss of any monies paid. 


16. Complaints 
16.1 In the event of a complaint, please speak to reception immediately. We will want to sort out and resolve your complaint as quickly as possible. It is often extremely difficult (and sometimes impossible) to sort out difficulties unless we are told promptly. If you discuss the problem with us during your stay at the property, it can usually be sorted out straightaway. In particular, complaints which would only be temporary (for example, complaints on how the property is prepared or the heating not working) cannot possibly be investigated unless registered during your stay.
16.2 If you feel that the problem has not been dealt with to your satisfaction, you must, within 28 days of departing from your stay, put your complaint in writing to us. If you do not follow this procedure, this may affect your entitlement to claim compensation if this would be appropriate.
16.3 Complaints which are not brought to the management's attention during your stay cannot be dealt with once you have left the site and you would forfeit any claim for discounts, refunds or compensation. 
17. Website Details
17.1 We aim to make sure that the information is presented accurately on our website or other material we produce and provide. Occasionally, problems mean that some facilities or services are not available or may be restricted. If this happens, we will tell you as soon as reasonably practical after we become aware of the situation. We cannot accept responsibility for any changes or closures to local services or attractions mentioned on our website. 



18. General Park Rules
18.1 Please read and familiarise yourself with the GENERAL PARK RULES We take a common-sense approach to encourage a happy, peaceful and relaxing environment for all guests on our parks and would ask that you respect this at all times.
18.2Please ensure the atmosphere in your area is quiet and relaxed especially in the evenings causing as little disturbance to your neighbours as possible. Quiet hours must be respected between 11 p.m. and 7:30 a.m.
18.3 Radio, music and TV players must be kept at a low volume. The playing of loud music is prohibited at any time, please consider your neighbours.
18.4 Car doors and boots must be closed quietly.
18.5 The management reserves the right to deny access or terminate the stay of those guests whose behaviour is deemed unsuitable, disrespectful or abusive. No refunds will be offered. OSBORN LEISURE LLP and STAFF will not be held responsible for any damage to guest property by fire, theft, malicious damage or accident, or for any personal injury however incurred whilst in the park. 


19. Behaviour
19.1 Behaviour in our lodges and all areas of the site for the benefit of all our guests.
19.2 You and all members of your party agree to keep the property or pitch area clean and tidy.
19.3 To leave the property in a similar condition as you found it when you arrived.
19.4 To always behave in a way while on our property which does not break the law. •
19.5 Not to use the property for any illegal or commercial purpose.
19.6 Not to sub-let the property or any part thereof or otherwise allow anyone to stay in it who we have not previously accepted as a member of your party.
19.7 Not to allow a registered sex offender to stay on the site.
19.8 Not to behave in an anti-social manner, breach the peace or otherwise act in a way which may disrupt or affect the enjoyment of others.
19.9 To only use a hot tub if it is part of the accommodation your party has hired. To strictly adhere to the rules of the hot tubs. Signage for safe and allowed use is displayed both beside the hot tub and within the lodges. Whilst in the hot tub please keep noise to a minimum and no hot tubs to be used beyond 11pm. •
19.10 We have a zero-tolerance policy to illegal drug use on our sites and in our properties. If a member of staff is suspicious that any member of your party is involved in the misuse of illegal drugs whilst on our property, the entire party will be instructed to leave with immediate effect.


20. Maximum Occupancy
20.1 You must not allow more people than the booking states to stay overnight in the property. • You cannot arrange for visitors to the property without the advance consent of us. • You cannot significantly change the number of adults or children during your stay. (For example, if you book for two adults and two children, you cannot arrive with four adults and no children.) If you do any of these things, we can refuse to hand over the property to you, or, we can repossess it. If we do this, we will treat this as you are cancelling the booking. In these situations, you will not receive a refund of any money you have paid for your booking. We will not be responsible to you as a result of this situation. (This will include, for example, any costs of expenses you must pay due to not being able to stay in the property, such as the cost of finding other accommodation.) In this type of situation, we are under no obligation to find any alternative accommodation for you. 
20.2 Children under 14 years of age must not be left unattended in the property.


21. Children under 17 years of age
21.1 Parents are responsible for the supervision of their children at all times on the parks and in the use of any site facilities.
21.2 Children should be accompanied and supervised by a responsible adult at all times including when using the shower block facilities at Chestnut Meadow Park.
21.3 No water bombs allowed on site.
21.4 Children must not be left unattended in the hot tub.
21.5 You and your party are welcome, at their own risk, to use the garden and public areas including garden furniture and children’s play equipment. You must supervise your party and make your own inspections to ensure that garden furniture etc. are safe, suitable, and properly used. Any item that becomes unsafe should be withdrawn and brought to our attention.  If you are in any doubt with any of the restrictions above, please call us 01825 732617 or email team@osborngroup.co.uk so that you can satisfy yourself that you are complying with any relevant conditions. With advance notice our team will be happy to help you as much as possible.

22. Bicycles, Scooters, And Skateboards 
22.1 Are allowed but NOT motorised versions. No use of these after dark, or 9pm whichever is earlier, and before 7.30am.
22.2 Parents / Guardians are responsible for their children at all times and are responsible for ensuring the children are safe on their bikes and scooters.
22.3 Parents / Guardians are responsible for any damage caused by their children on site.


23. Machinery
23.1 Air Conditioning Units and Generators Operation is prohibited on site.


24. Dogs
24.1 Dog’s must be kept on leads and supervised at all times.
24.2 We do not accept breeds/crossbreeds listed in the Dangerous Dogs Act.
24.3 A maximum of 2 dogs per camping pitch or dog friendly accommodation only.
24.4 Dogs must not be left unattended.
24.5 Any dog mess must be immediately picked up and disposed of in the dog bins provided, if you allow your children to walk your dog, they also have to be responsible. Owners who fail to clear up after their dog will be asked to remove the dog from site.
24.6 There is no designated dog walk at Chestnut Meadow Park on site, but there is a footpath adjacent to the site leading to High Woods, an 82acre national trust woodland.


25. Deliveries
25.1 Grocery & Take Away Deliveries Are not allowed to site. Please use the click and collect services. Attempted deliveries will be turned away.


26. Reception and shop at Chestnut Meadow Park 
26.1 Reception and the shop are open from 9 a.m. to 5 p.m. in low season, 8.30am to 7pm in high season.
26.2 Our phone lines are open all year please call 01424 892361 / 01825 732617. There is also a warden intercom outside reception for emergency use only.

27. Safety / BBQ’s
27.1 Barbecues are permitted ONLY at the camping field at Chestnut Meadow Park but must be raised off the ground and attended by a responsible adult at all times.
27.2 Please do not place disposable trays directly on grass, please use blocks provided and do not take BBQ’s inside your tent or awning.
27.3 NO OPEN FIRES And NO LOG OR FUEL LOG BURNING – CHARCOAL OR GAS ONLY – THIS IS STRICTLY ENFORCED.
27.4 BBQ’s / fire pits / chimeneas and all open flame fires are strictly NOT allowed at any lodge accommodation on all parks.


28. Speed Limits
28.1 Please observe speed limits at all times and traffic direction signs. Site Limit is 5mph.
28.2 Please be aware of your surroundings and take care to notice pedestrians and children at all times.


29. Vehicles 
29.1 NO COMMERCIAL VEHICLES (vehicles used for work-related purposes, carrying goods or fare-paying passengers) and sign-written vehicles are not permitted on site. They are allowed in to unload whilst you set up but must be returned to the car park.
29.2 Fifth wheel units are not allowed onsite.
29.3 The maximum motorhome length allowed is 28ft (8.5m).

30. Café
30.1 Please check with reception for current opening times.
30.2 Please check our website for example menus.
30.3 Please check our website or social media for closures or contact us to find out current openings 01825 732617.


31. CCTV
31.1 Osborn Leisure LLP uses closed circuit television (CCTV) images at all parks to prevent and record crime and to provide a safe and secure environment for employees and for visitors to the Company's premises, such as clients, customers, contractors and suppliers, and to protect the Company's property. If you would like to see the full policy document, please request at reception. This policy document sets out the use and management of the CCTV equipment and images in compliance with the Data Protection Act 1998 and the Information Commissioner's Office CCTV Code of Practice.
31.2 The Company's CCTV facility records images only.
31.3 There is no audio recording and therefore conversations are not recorded on CCTV.


32. GDPR
32.1 We take your data protection very seriously.
32.2 For a full copy of our Data Protection Policy please contact reception. 
32.3 Your Acceptance Should you have any concerns or queries regarding our full terms and conditions and Parks Guidance and Rules please do contact us on
team@osborngroup.co.uk or 018257326170and we will be happy to discuss and advise any concerns or queries accordingly.
 
We shall automatically assume that by making a booking at our parks or holiday accommodation you have read, understood and agreed to our full terms and conditions along with the general park guidance and rules and are happy to abide by them.
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