Terms and conditions

We’re delighted that you’re considering staying with us. Our goal is to make your holiday as enjoyable and stress-free as possible. To help ensure everything goes smoothly, we’ve put together these terms and conditions. They outline what you can expect from us – and what we kindly ask of you in return.

We know the fine print can sometimes feel a bit formal, but it’s here to protect everyone and keep things clear. If you have any questions or need clarification, don’t hesitate to contact us – we’re happy to help.

These terms and conditions set out the agreement between you (the customer) and Ohana Mua Operations Limited (referred to as “Ohana Mua/we/our/us”) regarding your holiday booking.

1. Introduction

These Terms and Conditions, together with our Privacy Policy and Website Terms of Use (when booking online), form the full agreement between you and Ohana Mua regarding your stay. Any additional written information provided before confirming your booking will also form part of this agreement.

By making a booking, you confirm that you, as the lead guest, are at least 18 years old and have the authority to accept and agree, on behalf of your entire party, to these Terms and Conditions. As the lead guest, it is your responsibility to ensure all members of your party are aware of and comply with these Terms and Conditions.

Please note that these Terms and Conditions may be updated from time to time. The latest version will always be available on our website at ohanamua.co.uk. Your statutory rights are unaffected.

Important: Before submitting a booking request, please ensure you and all members of your group have reviewed and understood these Terms and Conditions. By completing a booking, you confirm that you and your party agree to these Terms and will comply with our Park Rules.

2. Booking and Payment

Bookings can be made via our website or at one of our parks. It is your responsibility to ensure that all information entered, including the arrival date, is accurate. Bookings are confirmed only after you receive a written booking confirmation from us, issued at our sole discretion.

Prices include VAT (where applicable) and may be adjusted if government VAT rates change. Additional supplements, such as fees for pets, may apply. If there are genuine pricing errors, we will contact you to either cancel your booking with a full refund or offer the option to pay the correct price.

Prices on our website may change at any time, but once your booking is confirmed, the price will not increase, even if booked under a promotion or special offer.

By booking, you confirm that you have read and agreed to these Terms and Conditions, accept financial responsibility for the payment, and will be liable for any damage caused by yourself, your party, or accompanying animals.

Payment Terms:

• A non-refundable deposit of 30% of the total holiday cost is required at the time of booking.
• The balance must be paid no later than 10 weeks before your holiday starts.
• Bookings made within 10 weeks of arrival require full payment at the time of booking.
• Failure to pay the balance on time will result in cancellation without refund.

An email confirmation will be sent to confirm your booking. Once issued, this constitutes a binding contract. Please check all details carefully and contact us immediately at [email protected] if any information is incorrect.

3. Website Accuracy

We strive to ensure that all information in our brochure and on our website is accurate and up to date at the time of publication and beyond. However, details, availability, and prices may change by the time you make your booking.

Some images on our website or in our brochure may be representative or artistic impressions. While we aim to reflect our accommodations and facilities accurately, there may be minor differences due to ongoing improvements and updates. We cannot accept liability for errors, omissions, or outcomes resulting from reliance on this information.

4. Cancellations and Amendments

If you need to cancel or amend your booking due to exceptional circumstances, please contact us directly to discuss your options at [email protected].

To request a change to your booking, notify us via your online account or email us as soon as possible. We will do our best to accommodate your request, but changes can only be accepted with our written agreement. Please note that we cannot guarantee all requests will be fulfilled.

5. Check-In and Check-Out

Check-in: From 4:00 PM on the day of arrival.

Check-out: By 10:00 AM on the day of departure.

Early check-in or late check-out may be available upon request and subject to availability. Additional charges may apply.

For accommodations with hot tubs, please do not use the hot tub on the morning of check-out. A team member may require access to begin cleaning for the next guests. Due to heating times, hot tubs may not reach the desired temperature immediately upon arrival.

6. Occupancy and Use of Accommodation

We are a family holiday park operator and may accept group bookings at our discretion. The total number of guests must not exceed the advertised capacity of the accommodation. If traveling as part of a larger group, please contact us before booking to discuss your requirements.

Guest Responsibilities:

• Accommodation capacity limits must not be exceeded under any circumstances.
• Parties, events, and sub-letting of accommodations are strictly prohibited.
• Guests must respect other visitors and staff and follow Park Rules at all times.

We reserve the right to decline bookings from parties of any size or age at our discretion. Identification may be required upon arrival.

7. Dogs

We welcome well-behaved dogs in designated pet-friendly accommodations, with a maximum of two dogs per lodge or cottage. Additional fees apply for dogs, except for assistance dogs.

Guest Responsibilities:

• Dogs must be added to your booking at the time of reservation. Failure to notify us will result in additional charges if evidence of a dog is found.
• Dogs must not be left unattended in accommodations or garden areas at any time.
• Dogs must always be supervised and kept on a lead while within the park.
• Guests are responsible for cleaning up after their dogs using the bins provided.
• Breeds classified under the Dangerous Dogs Act 1991 are strictly prohibited.
• Dogs causing disturbances, such as barking or aggressive behaviour, may be asked to leave the park without a refund.

For health and safety reasons, dogs are not permitted in playgrounds or dining areas. If you or a member of your party has a pet allergy, we cannot guarantee that dogs or other pets have not previously stayed in your accommodation, even if it is advertised as a non-pet unit. We cannot accept responsibility for any subsequent health reactions.

Note: No other pets are allowed.

8. Care of Property

Guests are responsible for taking care of the property and its contents throughout their stay.

Key Responsibilities:

• The property must be left clean and in the same condition as found upon arrival.
• Any damage, breakages, or missing items may result in an invoice being issued to cover repair or replacement costs.

Arrival and Reporting Issues: Guests should check their accommodation upon arrival and report any issues to the park management team as soon as possible. Ohana Mua cannot be held responsible for any issues that are not reported during the stay.

Furniture and Cleanliness: Furniture must not be moved within or outside the property without prior approval from Ohana Mua. Evidence of unauthorised furniture movement or excessive mess may result in additional cleaning or repair fees.

Damage Deposit: A refundable damage deposit of £200 may be required at check-in. Any damage, breakages, or missing items must be reported immediately. Repair or replacement costs may be deducted from the damage deposit or charged to the guest.

9. Hot Tub Guest Safety

If your accommodation includes a private hot tub, the following requirements must be adhered to for your safety and the enjoyment of all guests:

• Tampering: Guests must not tamper with any electrical components of the hot tub.
• Usage Times: Hot tubs must only be used within the time periods stipulated by the park. Please show consideration to nearby guests and avoid causing disturbances.
• Age Restrictions: Age restrictions apply to hot tub use as determined by park management. Minors above the minimum age must always be supervised by an adult.
• Health Considerations: If you are receiving medical treatment, have a long-term illness, or have conditions affected by heat (e.g., heart conditions or blood pressure issues), consult your doctor before use.
• Alcohol and Health Risks: Avoid using the hot tub if you are under the influence of alcohol, pregnant, on medication that could affect your health, feeling unwell, or after consuming a large meal.
• Prohibited Items: The following items are not permitted in or around the hot tub:
  • Food or beverages
  • Glass items
  • Pets
  • Bubble baths, oils, or other substances
• Non-Compliance: If you or any member of your party fails to adhere to these requirements, we reserve the right to withdraw hot tub access and/or charge you for any costs incurred due to misuse. This may include charges for draining, refilling, or repairing the hot tub.

10. Activities and Facilities

We reserve the right to alter or withdraw amenities, facilities, or activities without prior notice if reasonably necessary due to repairs, maintenance, adverse weather conditions, or other circumstances beyond our control. Please note that opening times may be limited outside the main holiday season.

Certain facilities and activities may:

• Incur an additional cost
• Be subject to age restrictions
• Be available only during peak periods

Please confirm the availability of specific facilities and activities at the time of booking. Payment for any additional facilities and activities, where applicable, can be made at the Park Reception upon request.

In accordance with UK licensing laws, alcohol sales are restricted to guests aged 18 or over. You may be required to provide proof of age using an approved form of identification.

While we are a family holiday park operator, we are unable to assume responsibility for the safety and supervision of children in your party. When using our facilities, it is your responsibility to ensure that children are always supervised by an appropriate adult.

11. Vehicles and Parking

We will make every effort to provide you with a minimum of one parking space within a short walking distance of your pitch or accommodation. However, this cannot be guaranteed.

Please note that all vehicles, their accessories, and contents are left entirely at your own risk. We cannot accept responsibility for any loss or damage to or from any vehicle, regardless of the cause.

For the safety of all guests, speed limits in force on the park must be strictly observed. Parking regulations and policies may vary between our parks, so please check specific guidelines for the location of your stay.

If you have a hybrid or electric vehicle, you may use the on-site Electric Vehicle charging point, subject to availability. Please note access to Electric Vehicle charging is subject to additional charges.

12. Smoking

Smoking is not permitted in any accommodation or public facilities. This includes the use of e-cigarettes and vaporisers. There are designated smoking areas within the park, and an ashtray is provided outside the accommodation.

13. Unreasonable Behaviour

We reserve the right to terminate your holiday at any time after check-in if, in the opinion of our management, the unreasonable behaviour of anyone in your party is likely to negatively impact the enjoyment, comfort, safety, or health of other guests or members of staff. In such cases, no refund will be provided.

By entering into this booking agreement, you agree to uphold the following standards of behaviour for yourself and all members of your holiday party without exception:

Courtesy and Consideration: Act in a courteous and considerate manner towards everyone visiting, using, or working at the park, including other guests, staff, and users of other accommodations.

Supervision of Children and Pets: Ensure children and pets are properly supervised to prevent them from becoming a nuisance or danger to themselves or others.

Prohibited Behaviours: You and your party must not:

• Commit any criminal offences at the park or use the holiday home in connection with any criminal activity.
• Engage in acts of vandalism, nuisance, or anti-social behaviour.
• Use fireworks or similar items.
• Possess or carry firearms, weapons, or any other dangerous items.
• Use or possess unlawful drugs.
• Create undue noise or disturbances.
• Conduct any trade or business activities at the park.

Any breach of these behaviour standards may result in the immediate termination of your holiday booking, as well as any associated bookings, without notice or refund.

14. Liability

Ohana Mua is committed to providing a safe and enjoyable environment for all guests. However, it is important to outline our liability limits regarding your stay:

• Ohana Mua accepts no responsibility for any loss, injury, illness, or death to guests or their property during their stay, unless caused by our proven negligence. This includes incidents occurring inside accommodations, in communal or public areas, and during participation in on-site activities.
• Guests are responsible for ensuring their personal belongings are secure at all times. Valuables should not be left unattended in lodges or public areas. Ohana Mua provides no guarantee against theft or accidental damage.
• The use of facilities, such as playgrounds or recreational areas, is at the guest’s own risk, and children must be supervised by a responsible adult at all times.
• Any equipment provided must be handled responsibly. Injuries resulting from misuse of equipment or facilities will not be the liability of Ohana Mua.

Guests are advised to take out comprehensive travel insurance to cover unforeseen events or incidents.

Nothing in our terms and conditions will limit our liability for:

• Death or personal injury caused by negligence.
• Fraud or fraudulent misrepresentation.
• Any other matter for which it would be illegal or unlawful to exclude or attempt to exclude liability.

15. Force Majeure

Ohana Mua shall not be liable or responsible for failure to perform any obligations if such failure is caused by events beyond our reasonable control, including but not limited to natural disasters, pandemics, strikes, or governmental actions.

For the purposes of these Terms and Conditions, “events beyond our reasonable control” refers to any event outside our control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Examples include, but are not limited to:

• Warfare or acts of terrorism (including threats thereof).
• Civil unrest or strife.
• Significant risks to human health, such as the outbreak of serious diseases at the travel destination (e.g., epidemics, pandemics, including the ongoing effects of Covid-19 or similar outbreaks).
• Natural disasters, such as floods, earthquakes, or extreme weather conditions that prevent travel to or make it unsafe to remain at the destination.
• Actions by governments or national/local authorities, including port or river authorities.
• Industrial disputes, labour strikes, or lock closures.
• Natural or nuclear disasters, fires, chemical, or biological incidents.
• Unavoidable technical issues with transport.

We cannot accept liability for their impact on your booking.

16. Complaints and Feedback

If you experience any issues during your stay, please inform the park management team immediately so we can address and resolve the matter as quickly as possible. We welcome your feedback and encourage you to share it via our customer service channels.

We are committed to providing you with accommodation of an acceptable standard. If a problem arises, please report it to Reception immediately so that we can take appropriate remedial action. We will make every effort to resolve the issue promptly. If we are unable to resolve the problem to your satisfaction, we will do our best to move you to an alternative unit of a similar or upgraded category, subject to availability.

If, at the end of your stay, you feel your complaint has not been resolved satisfactorily, please email us at [email protected] within 28 days of your return. We will acknowledge your complaint and aim to provide a response within 21 days, allowing us adequate time to investigate.

Please note that we cannot accept liability for any shortcomings or claims if you fail to notify us of any issues during your stay. Reporting issues while you are still on-site enables us to address them promptly and ensure your satisfaction.

17. Governing Law

These terms and conditions are governed by the laws of England and Wales. Any disputes arising shall be subject to the jurisdiction of the English courts.

Thank You

Thank you for choosing Ohana Mua – we look forward to welcoming you to our parks.