McKell Lodge Terms & Conditions

1 New Bookings

In order to secure a booking, a £50 non-refundable deposit will be required at the time of booking. Dates will not be secured until the deposit has been paid.

Outstanding balances must be paid 6 weeks prior to arrival. If your stay is within 6 weeks at the time of booking then the full balance will be due immediately. If the full balance is not received 6 weeks prior to your arrival date, the booking system will automatically cancel your booking and release your dates.

A £50 Damage Deposit is required on all bookings. If you are bringing a dog, the damage deposit required is £100. The damage deposit must be paid when paying the outstanding balance no later than 6 weeks prior to arrival and will be refunded within 7 days of your departure, providing there is no damage found or missing items following an inspection.

When making your booking, you will be asked to provide the names and ages of all guests, as well as the name of the main hirer, a contact telephone number, e-mail address and vehicle registration number for the vehicle you will be arriving in. This information has to be provided by us to Haven for all bookings. We will not share your data with any party other than Haven and cannot be held responsible for how Haven uses your personal data.

By paying the initial £50 deposit or the full balance of the booking, you are agreeing to our terms and conditions which apply regardless of whether or not you have received a copy prior to making your booking. The main hirer is responsible for all members of the booked party.

2 Cancellations

Deposits are non-refundable. If you cancel your booking more than 6 weeks prior to arrival, you will only receive half of what you have paid (less deposit) unless we are able to re-sell the dates, minus the booking deposit. If you cancel within 6 weeks of arrival, no refund will be given unless we are able to re-sell the dates, minus the booking deposit.

If we have to cancel or amend your booking, we will advise you as soon as possible. We cannot be held liable or issue any refunds or compensation if you, your guests or your holiday is affected in any way because of events out of our control. Events we consider “out of our control” are: changes to or closure of any park facilities or activities, injury, illness, loss or damage, theft, break-in, fire, flood, explosion, storm or other adverse/extreme weather conditions, acts of God, loss of power or water due to mains supply failure, criminal damage, natural or nuclear disaster, epidemics or pandemics, war or threat of war, or terrorist activities. It is advised that all guests take out adequate holiday insurance.

If we find that the guests prior to you have done substantial damage or left the caravan in a state we cannot rectify prior to your arrival, we will attempt to rebook you through Haven or with another owner at Haggerston Castle and we will pay the difference in price (if there is any). We will contact you as soon as possible to advise you of the situation and give you the opportunity to agree to change to another van, or take a refund or amend your booking to another date. In the event that we cannot accommodate you with Haven or another owner due to lack of availability, you will be offered a full refund or the ability to amend your booking to another date.

3 Our Relationship with Haven

McKell Lodge is not part of Haven or the Bourne Leisure Group and does not provide products, services or passes on behalf of Haven. All passes and associated Haven activities must be booked and paid for directly through Haven.

We cannot be held responsible for any issues encountered on the park – all issues with Haven services or the park itself should be addressed directly with Haven.

Bookings are sold as self-catered accommodation only and we cannot guarantee the main complex or park facilities will always be open and available during your stay.

All bookings must adhere to Haggerston Castle’s park rules. Overcrowding is not allowed at any time – any breach of this will result in you and your guests being asked to leave without notice. The maximum occupancy of our van at any time is 8. Same-sex groups are not allowed by Haven’s rules – this means Stag Do’s, Hen Do’s etc. are not permitted in our caravan or any other at Haggerston Castle.

4 Damage & Loss Policy

All damage and breakages caused by any member of your party must be reported to us immediately. We would strongly advise you to check for any damage on arrival and report it to us as soon as possible. Damage and breakages amounting to £50 (or £100 where a dog(s) is present) or less will be deducted from your damage deposit. Excessive damage amounting to more than £50 (or £100 where a dog(s) is present) will be charged to you, the hirer – ‘excessive damage’ includes but is not limited to; internal and external damage, breakages, missing inventory, professional cleaning services required for stained upholstery, soft furnishings, mattresses, carpets, and any replacement inventory required. In the event our holiday home is unable to be re-let due to damage caused by you or a member of your party, you agree to cover all subsequent financial losses. Any damage left unreported during your stay and found following your departure will automatically result in the loss of your full damage deposit and you agree to cover all costs incurred above £50 (or £100 where a dog(s) is present). If you fail to cover the full costs incurred, we will take the case to small claims court.

In the event of malicious damage or aggressive/abusive behaviour, we, the owners, and the Haggerston Castle Security Team reserve the right to ask all guests to leave without notice or refund. The police will be contacted if necessary.

Wet, soiled or stained soft furnishings and bed linen must be cleaned at your own cost, including any hire items. There is a laundrette on-site and tokens can be purchased from the Mini Market. Fixed upholstery such as lounge seating, flooring and mattress damage must be reported to us immediately. If professional cleaning or replacement is required, you must allow access to our holiday home at a reasonable time to allow for any work to be carried out. All soiled, stained or damaged; flooring, soft furnishings, upholstery or mattresses, left unreported during your stay will automatically result in the loss of your full damage deposit and you are liable to cover the full cost incurred for cleaning or replacement. If any damage is found to be deliberate or excessive, you and your guests will be asked to leave immediately. Under no circumstances can we, the owners, be held responsible for lack of replacement stock during your stay, if you, the hirer, or any member of your party damages existing furniture or inventory items.

If you leave the caravan with substantial damage or in a state we are unable to rectify before our next customers arrive, you will be liable for any costs incurred by us in rebooking the other customers with Haven or another owner as well as the full cost of the damage and/or cleaning required to bring the caravan back up to an acceptable standard for other guests. If you fail to cover the full costs incurred, we will take the case to small claims court.

We are not liable for any loss or damage to property or vehicles belonging to you or a member of your party. Your vehicle is parked entirely at your own risk. We cannot be held responsible for any personal belongings you leave inside or outside of our holiday home at any time.

We will not be held responsible for any personal items left in our holiday home following your departure. We strongly recommend you thoroughly check through for all your belongings prior to leaving. Any personal items left in the caravan will be disposed of during inspection and cleaning. We will contact you if we discover any high-value items, such as tablets, phones, etc. and will endeavour to return these to you at your own cost.

5 Check-in / Check-out

Check-in is available from 14:00 (2:00pm). If possible, we will provide an earlier check-in time and will contact you appropriately. Please do not arrive at the caravan earlier than your allocated check-in time. In circumstances that are beyond our control your check-in time may be later than stated or previously agreed. We will inform you of any changes to your check-in time.

You will receive details for check-in by 12:00 (noon) on your arrival day. You will be given a unique key safe code which will only be active for your booking. You can make your way directly to the caravan on arrival at Haggerston Castle – no need to queue at reception.

Check-out is by 10:00am. Please leave the caravan and off-street parking space no later than the stated time as we will require access. On some occasions, we will allow a late check out time where possible but this is not guaranteed. Late check-outs, when allowed, will incur an additional £25 charge payable at the time your request is granted.

If the hirer takes any keys home, they must be returned to us immediately at your own cost. Any lost or unreturned keys will be charged against your damage deposit. Keys should be placed back in the key safe on departure and the key safe should be locked (ie not displaying your code).

On departure, please ensure all lights, heaters and the electric fire is turned off and there is no running water left on. Close all windows and lock the door – please do not leave windows on the latch. Please dispose of all rubbish at the main bins on the caravan park.

If you would like to extend your stay with us, please contact us as soon as possible. Prices will be charged at the full advertised rate, where available, and payment is required immediately.

6 Issues With the Van During Your Stay

Any issues reported to us regarding the boiler, hot water, gas or electric supply, we aim to resolve within a few hours of the initial report. Reports made between the hours of 6:00 pm and 9:00 am are likely to extend to the following day due to no engineers or plumbers being available on-site during these times. We cannot be held responsible for the breakdown or malfunction of any equipment in our holiday home during your stay and we will not issue any refunds or compensation under these circumstances.

7 Dogs

Well behaved dogs are allowed to stay in the caravan. Untrained puppies and bitches in heat are strictly not allowed in the caravan due to the high likelihood of damage. You will be liable for any costs incurred if you fail to adhere to this rule.

Be aware when booking that the owners, and customers, will have dogs in the caravan and therefore we take no responsibility if you have an allergy to dogs and still choose to book the caravan.

Dogs must be kept on a lead when being walked around the park, as per Haven’s rules, and any dog mess must be cleaned up and disposed of in the park bins. Any complaints received from Haven in regards to guests in our caravan will result in a partial or complete loss of your damage deposit.

Dogs should not be left unsupervised in the caravan at any time. If you are found to be in breach of this rule, you will be asked to leave the caravan without notice.

8 Guest Rules

We kindly ask all guests to follow a few simple rules when staying in our holiday home. If you or any member of your party fails to comply with our booking terms and conditions, you and all members of your party will be asked to leave without notice and no refunds will be given.

• No smoking or vaping inside the caravan, or near an open window or door
• Strictly no drugs stored or used inside the caravan unless prescribed by a medical professional
• Needles or sharp medical supplies should be disposed of accordingly and must not be left in the caravan or waste bins
• Please do not bring any of the following into the caravan – slime, glitter, paint, plasticine/clay products, permanent markers
• Please supervise anyone using felt tip pens at all times
• Please remove all outdoor footwear inside the caravan (in particular high-heel/stiletto-style footwear)
• Do not use or store bikes, scooters and other sporting equipment inside the caravan
• Do not chain bikes, scooters or other sporting equipment to the decking
• Do not overload plug sockets as this will cause the electric to trip
• Do not charge electric/hybrid vehicles from the caravan – electric car charging ports are available near the main complex
• Do not tape-up or cover any vents – this includes all floor, wall and ceiling vents
• Caravan furniture and soft furnishings must not be taken outside
• BBQs must not be used on grassed areas, on the decking, or near gas bottles
• Please do not dry new clothing, swimwear, or swim towels on the heated towel rail, as these will likely stain the enamel coating
• Wet or soiled linen must be cleaned immediately (at your own cost)
• Turn off all lights, portable appliances, electric fire, bedroom heaters and towel rail while out
• Close all windows and lock doors while out/vacating (do not leave windows on the latch)
• If you choose to leave earlier than your departure date, please let us know ASAP
• Please report all damage immediately
• Children (under 18) must not be left unattended in the caravan at any time
• Please do not remove waterproof protectors from the mattresses or bedding

9 Requiring Assistance

If you require assistance during your stay for any issues relating to our holiday home, please use the contact details below to get in touch.

If you have any issues or concerns regarding the holiday park, facilities or staff, please contact a member of staff at Haggerston Castle.