Booking terms and conditions
The following terms and conditions apply to all direct holiday and short break bookings made both online & via our reservation team.
As per the announcement from HM Government on 08.07.20, VAT will decrease from 20% to 5% to help the hospitality industry recover from the impact of the pandemic, it is designed to help with cash flow and the payment of bills to our suppliers etc, and we are grateful for this assistance having been closed for over three months.
VAT is chargeable at the point of invoice so invoices prior to the 16.07.2020 will still carry a 20% VAT burden that we have to pay. Our holiday prices are a fully inclusive rate of all taxes and we do not invoice VAT separately. We are committed to providing the most competitive value for money across the range of accommodation and resorts that we offer.
We will continue to always provide great savings and offers throughout the year for all our guests, and the VAT change will help with this and for our industry recover! Please keep an eye out for our email promotions or visit our offers page for more details.
1. The company
Gara Rock is the trading name of AG Gara Rock Ltd. When you book your holiday your contract will be with AG Gara Rock Ltd. however we refer to ourselves as ‘Gara Rock’.
2. The agreement you make when booking your holiday
When you book a holiday or short break with us there will be a contract between yourself and Gara Rock. The person making the booking accepts the contract on behalf of all members of your party and is responsible for making sure they adhere to our booking terms and conditions. Please note that we are unable to accept bookings from anyone under the age of 18 years. Large group bookings must be made over the phone at the managements discretion.
3. Deposits and paying the balance of your holiday
When making your booking we require you to pay a deposit 25% with the remaining balance of your holiday due for payment 8 weeks before your arrival date. Please note that when making last minute bookings for arrivals within 8 weeks, you will be required to pay the balance of your holiday in full at the time of booking. Your balance is due and payable by the date printed on your invoice (8 weeks before your holiday start date). Please be aware that if the deposit and/or balance are not paid on time we may cancel your booking. We reserve the right to refuse any booking without explanation. If payment is not made by this date, then we will assume that your holiday has been cancelled and we may re-sell the holiday to another customer.
4. Alterations to your holiday booking
Your booking shall be in accordance with the details confirmed at the time of booking. Your booking shall be non-transferable and non-alterable. If you wish us to make an alteration to your booking we will use reasonable endeavours to accommodate your request but no guarantee can be given. An administration fee of £25 will be charged for making any alteration to your booking and increased rates may apply for altered accommodation and/or timings. Once the contract is made it can not be transferred to anyone else or changed without our agreement. If you would like to make small changes, such as the type of accommodation, we will of course try to help.
5. Cancelling your holiday booking
Should you need to cancel your booking you must advise us by telephone and then confirm this cancellation in writing to us by post or email quoting your booking reference number. Your cancellation will only be as effective as at the date we receive your written confirmation. Our cancellation charges are those detailed below.
|Period Before Arrival Date||Cancellation charges as a % total cost|
|More than 30 days||Loss of deposit|
|30 - 22 days||50%+|
|21 - 15 days||60%+|
|14 - 8 days||80%+|
|7 Days or less||100%|
We strongly advise that you take out holiday insurance to protect against any potential loss of your deposit in the event you need to cancel your booking.
If you need to cut short your holiday after it has commenced, we regret that we are unable to refund any monies paid.
6. Paying for your holiday
Once you have booked your holiday, you will be required to pay the balance in full, 8 weeks before your holiday start date. Your holiday is confirmed when either a deposit or the full balance is paid, you will then receive your email or postal confirmation. If payment is not made by this date then we will assume that your holiday has been cancelled and we may re-sell the holiday to another customer. Late bookings (bookings made less than 8 weeks before your holiday start date), short breaks and some special offers may require customers to pay the full balance of the holiday at the time of booking.
7. Special offers and promotions
Please ensure that you mention any special offers when you make your booking. We cannot apply special offers to a booking once payment has been taken. Please note that special offers are entirely subject to availability and may be withdrawn at any time. Special offers cannot be combined with any other discounts or promotions and are limited to one special offer per booking.
All prices in our published tariff and those published on our website include VAT at the current rate. If the VAT rate increases all prices will change to reflect the increase. The holiday price paid at the time of booking will be the final price you pay and will not change, unless you make a change to your booking. Please note that we reserve the right to change our pricing/tariff at any time however this will not, under any circumstances, affect bookings already confirmed. Certain accommodation units are sublet on behalf of the owners who are not registered for VAT. In this case the total cost of your holiday is not subject to VAT, but a further handling fee is charged, so the price for the holiday will remain the same.
9. Who’s in your party?
It is important that you confirm who will be joining you for your holiday or short break. Only those people listed on your booking confirmation can occupy your holiday accommodation. Please ensure that all children and babies are counted within your party totals. The total number of guests must not exceed the maximum capacity of the accommodation as advertised in our brochure or on our website. We are not able to accommodate large “all male” or “all female” group occupants and/or stag and hen parties unless exclusive use of the resort is booked. Failure to inform us (Gara Rock) of large same-sex parties at the time of booking could result in a refusal to enter the accommodation and/or cancellation of the booking.
10. Arrival and departure times
Your accommodation will be available for you from 15:00hrs on your arrival day. If you think you may arrive after 19:00hrs on your arrival day you must let us know in advance and we will discuss your arrival plans and let you know where to go on arrival. If you do not inform us and your accommodation is not occupied by 10:00hrs the day following your booking start date, we shall treat your booking as cancelled and re-let the accommodation. Please kindly vacate your accommodation by no later than 10:00hrs on your departure date.
11. Special requests
Please note that we will do our best to meet any special requests. However, we are unable to guarantee any special requests. Special requests do not form part of the booking contract and are not a condition of booking. No compensation will be offered should we (Gara Rock) be unable to fulfil any ‘special requests’ made at time of booking.
All children must be properly supervised by parents or guardians at all times throughout your holiday. On selected dates we will provide children’s activities, events and other facilities onsite, however, nothing provided in terms of entertainment or activities are to be used as childcare facilities and children remain the responsibility of their parents or guardians at all times. Please make sure you always know where your children are. You should take particular care and supervise all children around our swimming pools, on the beach and all public areas.
13. Guests with specific needs
Guests with disabilities are welcome at Gara Rock, however most accommodation may not be suitable for guests with mobility difficulties. If your party includes someone with any specific needs, please advise us before you make a booking. We can try to ensure the accommodation is entirely suitable for you and your party. If you do not inform our staff upon booking, we cannot be held responsible if the accommodation is not suitable. Guests using hypodermic needles e.g. diabetics, must ensure they are able to safely dispose of their equipment. Please contact our bookings team on 03333 700 555 and we will assist wherever possible.
14. Allergies and smoking
If any member of your party suffers from an allergy we would strongly recommend that you do not book accommodation before making us aware. We have allocated pet (dog) units, so that we can track where pets have been for people who have an allergy to them. If you have any specific dietary requirements or allergies then please speak with our bar and restaurant teams prior to making any food and beverage purchases. All of our accommodation is strictly non-smoking. Please respect this request for the comfort of other guests. Any guests found to be disrespecting our no-smoking policy will incur additional charges at the discretion of the hotel on departure (this may include paying additional nightly room tariffs where we are unable to offer the room to another guest due to the lingering smell of smoke as well as any additional deep cleaning costs).
Most dog breeds are welcome at Gara Rock with a maximum of two dogs per unit of accommodation allocated as pet friendly. Some breeds of dog including those listed in the Dangerous Dog Act are not allowed. You must give us details when you book to obtain our agreement to bring a dog. There is a charge of £40 per short break or £60 per week per dog. Guide/assistance dogs assisting visually impaired guests are exempt from these charges. Pets must be kept on a lead under the control of a responsible adult at all times and wear a collar with an identity tag. You must clean up after your pet. Well behaved pets are allowed in the bar area so you can enjoy a drink and dinner with your dog. Pets (other than assistance dogs) are not allowed into other indoor facilities or play areas. Pets can be left unattended in apartments at Gara Rock providing the hotel has been informed at the beginning of the guest’s stay. Leaving a pet in the accommodation is at the guests own risk and any damage to the apartments will be charged. Dogs must not be allowed on bedding or seating. If we think your pet is causing a nuisance, damage or is distressed whilst on-site, you will be required to remove your pet from Gara Rock. Please be considerate of other guests at all times.
16. Use of your holiday accommodation
Cots and high-chairs can be provided for use during your stay, and must be requested at time of booking and are subject to availability. Please ensure that you bring your own cot linen. At the end of your holiday please leave your accommodation and contents in a clean and tidy condition. You are responsible for any damage to your accommodation during your stay. The management team reserve the right to enter your accommodation under special circumstances e.g. emergencies.
17. Your personal possessions
Please note that you are responsible for your personal possessions and we are unable to accept any liability for any loss or damage of your personal belongings during your stay.
18. Bed linen
We provide all bed linen and towels for guests to use during their stay with us, with the exception of cot linen which you should bring with you. Please leave all used linen and towels in your accommodation upon check out.
19. Use of facilities, activities and entertainment.
Please note that some of our facilities and activities may have age and/or height restrictions. Children and young adults under the age of 12 must be supervised by an adult in and around our swimming pools. We may operate session swims in our pools during periods of high demand. Very occasionally we may need to close or withdraw certain facilities or activities for reasons beyond our control, including but not limited to, health and safety reasons, maintenance or renovation work, extreme weather conditions, changes to government legislation. We reserve the right to make alterations based on the above circumstances without prior notice, and we will not be held liable or be subject to any form of compensation should this situation arise.
Please note that our entertainment schedule is seasonal and may be subject to change. We reserve the right to alter or withdraw our entertainment programme with little or no notice. Under these circumstances we will not be liable to you for any form of compensation; however every effort will be made to try to ensure that this does not happen.
21. The resort
Gara Rock is located in a rural, coastal location and as such we try to preserve the rural character of the area. Therefore the resort may have areas of uneven ground, unmade tracks/ paths/ roads and limited lighting. We ask you to take special care to avoid accidents. Information will be shown in your ‘Welcome Pack’ and you should ensure that you familiarise yourself with the resort, its features and supervise children appropriately at all times. Take note of all safety notices throughout the resort.
22. Your car
We would ask that you comply with all speed limits, designated parking areas and other traffic regulations on site. Vehicles are brought to Gara Rock at your own risk and we will not be held responsible for any loss or damage except where it is caused by our negligence. Communal car parking bays are for all guests, contractors and company staff.
23. Behaviour on park
Gara Rock is primarily used by families and we respectfully ask that the behaviour of yourself and your party reflects this fact. Noisy, offensive or inappropriate behaviour, or actions likely to cause harm or offence to any other guest, member of our staff or anyone’s property will not be tolerated. We reserve the right to refuse entry to and/or eject any person who, in the reasonable opinion of the management team, does not comply with these standards of behaviour. No refunds will be issued in these circumstances. If, in the reasonable opinion of the management of the park, we believe that you or any member of your party (Adult or Child) may not comply with the above terms, we reserve the right to refuse entry or not to hand over accommodation to any person or groups of persons at our discretion. In such cases a full refund will be issued to the lead name on the booking. Please note that we may operate CCTV cameras at our discretion both for crime prevention and safety reasons.
24. Our service to you
We will do all that we can to ensure you enjoy your holiday with us. Occasionally problems may occur, if they do or you have any concerns about your holiday while staying with us, please tell the reception immediately. Please be aware that we cannot be held responsible for any issue during your stay with us, of which you did not inform us whilst on site. We will work hard to resolve any issues you may experience whilst you are here on site. If any issue is not resolved during your stay, you must notify us in writing, as soon as possible (and in any event within 21 days of the end of your holiday). Letters received more than 21 days after your holiday will be deemed irrelevant.
25. If we make changes to your holiday
The operation of our resorts are subject to legislation and guidelines laid down by the Health and Safety Executive and Local Authorities and their codes of practice. Likewise there are other circumstances beyond our control that may affect the services and holiday booked and we accordingly reserve the right to adjust our services in order to meet these standards and possible issues. Very occasionally it may be necessary that certain accommodation, entertainment or a facility may have to be temporarily withdrawn, or changed due to maintenance, renovation, extreme weather conditions or changes in government legislation, or any other factors outside of our control. We reserve the right to make such alterations in the above circumstances without prior notice and are unable to accept liability for the loss of an advertised facility, or to pay compensation for any inconvenience caused. Should any changes occur, we will make you aware of these, where made prior to booking and will use reasonable endeavours to advise guests already booked of any alterations made after their booking and before their holiday commences.
26. Cancellation by us
Very occasionally, in exceptional circumstances, we may have to cancel your booking. If we have to do so we will inform you as soon as possible and you will be offered either a full refund or alternative holiday arrangements. If we need to cancel your holiday due to circumstances beyond our control (Force majeure) we are unable to refund any monies paid. We recommend you have holiday insurance to protect you against this. If we cancel and refund your holiday, we will have no further liability to you.
27. Website and brochure accuracy
Whilst every care is taken to ensure that the details in our brochure and on our website, including any promotions, are correct at time of being published, we cannot accept responsibility for errors contained therein or results thereof. We are not responsible for unforeseen events or matters over which we have no control. While we do our best to ensure that all information is up to date and accurate, there is always possibility for human error. All accommodation and holidays are subject to availability. Please enquire when booking or contact us on 03333 700 555 for confirmation. All images used are representative and are used for illustrative purposes only.
28. Our liability to you
We accept liability for any loss or damage you may suffer as a result of our negligence or wilful default, but otherwise are not liable to you for any loss or damage you may suffer. Our liability to you is limited to the cost of your holiday less any insurance premium, except in the case of death or personal injury.
29. TV filming and photography
Due to the increasing popularity of Gara Rock, we receive requests from TV and other companies to film or photograph on site. We also undertake our own promotional filming & photography. Every effort is made to ensure filming does not intrude into or affect any holiday activity and that it is clear to guests that filming/photography is taking place. We will not accept responsibility if, contrary to your wishes, you appear on film or in photographs and we are unable to make any financial award or payment of any kind.
Gara Rock may from time to time hold private functions on the premises. Please note, no compensation will be offered of any kind in this instance.
31. Licensing Laws
In accordance with UK licensing laws, we can only sell alcohol to persons aged 18 or over. We may require you to show proof of age using an approved form of identification. We accept the following forms of ID: full passport, a new style driving licence incorporating a photograph or a valid proof of age card. Please drink responsibly.
32. Information you have given us
The information you give us in connection with your booking is held securely on our computer system and dealt with in accordance with the Data Protection Act. By providing us with this information you (and the rest of your party) are deemed to accept and agree to all of our terms and conditions. It is the responsibility of the lead name on the booking to ensure that the rest of their party are aware of and agree to our terms and conditions. We keep your information to help us improve our service to you and to help provide you with information about the services which we offer. We will not disclose this information to any person outside of Gara Rock, their agents and contractors unless we are legally required to do so or for the purposes of crime prevention.
These Terms and Conditions are correct at time of publishing and may be subject to change. Revisions to these terms and conditions will be published here on our website.
Last updated: 3rd March 2020