Sensory Caravan Booking Terms and Conditions

Arrivals process

Haven are asking all visitors to the park to pre-register before they arrive, this includes Haven holiday guests, owners, contractors and private letting guests. There is a new contactless arrival process in place which allows guests to arrive on park and get to their holiday home quickly and safely. Haven need the details of all arrivals to ensure this process goes smoothly.

In addition to this Haven will ensure all guests are aware of the new arrival process, how to navigate the park (with maps) Haven will send guests an email with this information prior to their arrival. Haven will not use guest’s data for any other reason than sharing key communications with them. For example, in case of an emergency. We will hold guest's data for a maximum of 30 days after guests have departed.  The full privacy policy will be issued to all guests in our arrival communication.

Please note: All Haven guests are being asked to supply the same information above and will only be used in conjunction with our new arrival process and to ensure we are safe and compliant.

The details we need to pass to Haven are:

  • All vehicle registration numbers.
  • All guests’ names and children’s ages.
  • Lead guest’s email address and contact number
  • Estimated arrival time

We cannot register your arrival on park without these details and you will not be granted access should you attempt to check in.

Due to new regulations for all holiday home owners, Haven need to collect the names and contact numbers of all those aged 18+ before arrival on park

Dates of hire

The dates of hire agreed between the lead guest and the owner are from 4:00pm on your check in date and 10:00am on your check out date any unauthorised use of the holiday accommodation by the hirer outside of these dates and times is chargeable as an extra cost to the hirer.


In order to secure your holiday, we ask all guests to provide a security bond of £100. This is in addition to the cost of the holiday home hire. Full payment must be received by the due date we advise you of upon booking. Please see our missed payments section for more information. The security bond will be refunded after a satisfactory check if the caravan after your departure. We expect the caravan to be left in a clean and tidy manner as set out in the welcome folder that you will find in the caravan.

Your responsibilities

We understand that accidents happen from time to time, if something gets broken or damaged during your stay, we ask that you advise us immediately so that we can arrange repairs or replacements in time for our next guests.

It is the responsibility of the guests to report any damage to the property or its contents. Failure to do so could result in the security bond being retained by Spectrum Holidays.

We expect our guests to leave the caravan as it they found it. If a representative of Spectrum Holidays arrives to check the caravan and find that it has not been left in a clean and tidy manner this will result in your security bond being retained by Spectrum Holidays.

During checking the caravan if any of the contents are found to be damaged or missing this will result in your security bond being retained by Spectrum Holidays.

You are responsible for the behaviour and safety of yourself and the members of your party.

Children should be supervised at all times.

Spectrum packs/Sensory equipment

All equipment supplied by Spectrum Holidays is for use under adult supervision, you are responsible for the safety of your party at all times. Spectrum Holidays cannot be held responsible the safety of you, or any members of your party. Spectrum Holidays hold a full list of equipment that can be found inside the caravan and a full inventory will be taken before your arrival and after your departure.

The caravan has toys and equipment for our families to use and enjoy. While we understand that accidents happen, we ask that you inform us straight away if anything gets broken so we can organise a replacement in time for the next guests checking in. If any of the equipment is found to be maliciously damaged or is missing, we may charge you for the cost of any replacements. The charge for replacement items will be taken from the security bond and an invoice will be issued detailing the amount that has been retained to cover the cost of the replacements.

Warning: Some of the sensory equipment in the caravan produces bright, flashing lights that may cause discomfort and/or seizures for those with photosensitive epilepsy, Parental supervision is essential.

Safe Space bed

We have a voyager compact safe space bed available to request. This needs to be requested at least 1 week before your stay and is subject to availability. The bed takes up the majority of the space in the bedroom so if the Safe Space is needed, the twin beds will be removed. The safe space will only be available in Turnberry 49 as we have had to have the bedroom refitted so it can be accommodated. The bed must be looked after and is not to be used as a toy. This is a specialised, and very expensive piece of equipment and to keep it in good condition for all families that would benefit from it, we ask that you do not let children play in the bed when it is not being slept in. The bed will be inspected after you check out and any damages will result in the security bond being retained. If the bed gets dirty during your stay, please wash the bed thoroughly before you depart to avoid losing your security bond.

Accident reporting

In the event of any accident that occurs in the property and that results in injury to any guest you must contact Spectrum Holidays immediately and we will complete an accident report form.

Cost of hire

The TOTAL amount payable for the period of hire is shown on the booking form. This includes any extras including Fun passes. The total balance MUST be received by date specified, non-payment will result in the cancellation of the holiday. If full payment is not received by the specified date and you have not contacted us, we will attempt to contact you once to arrange payment, if no contact can be made within 24 hours we will treat your booking as cancelled and all money paid to date will be retained by Spectrum Holidays.

Security Bond

 Spectrum Holidays require a £100 security bond for all bookings. You agree that Spectrum Holidays may retain the security deposit, or part thereof, following an unsatisfactory check of the caravan and its contents. If Spectrum Holidays need to retain any part of the security bond you will be advised by email and provided with an invoice to show the amount that has been retained to cover the cost of replacing damaged property or any missing items from the inventory of the caravan. We will retain all, or part, of the security deposit to cover the cost of:

Any breakages or damages to our property or its contents (including, but not limited to, furniture, sensory equipment or fixings) If the cost of any damage is more than £100 you will be billed for the additional cost.

As we do not hold any payment details on file, could you please provide the account details that you would like the security bond to be returned to? We will always aim to get this issued within 7 days of your departure date. Once payment has been issued it may take 3 working days to clear in to your nominated account.

Payment Plans

We are happy to offer interest free payment plans to those who have booked a qualifying property, Payments will be made on a monthly basis by direct debit and your full payment schedule will be given to you. The full balance of your holiday must be paid 4 weeks before the arrival date.


Missed payments


We understand that sometimes things don’t always go to plan. If for any reason you are not able to make the payment that has been agreed please contact us immediately and we will try our best to find a solution and make alternative arrangements. Missing a payment may result in the holiday being cancelled with immediate effect.




Payments can be made by BACS and are payable to Spectrum Holidays.

Please be sure to use your booking reference when making payments as this will ensure that payments are allocated to the correct rental agreement, and your balance adjusted accordingly.

Play passes 

 Play passes are not included in the caravan hire cost. if you would like to purchase Play passes after you arrive then these can be purchased from reception.

When you book your accommodation through Spectrum Holidays, we provide holiday home rental only and are not responsible for any issues arising from Haven or Haven facilities and activities.  The price you pay is for the rental of our sensory caravan and is independent from Haven – No refund will be given for unused passes or from complaints arising from any Haven related problems.

Keys and access

Guests will be advised of how to gain access to the holiday home upon confirmation of their holiday. This information will be sent to you the week leading up to your holiday and after final payment has been received.

Lost keys will be charged for at £10 per set.


The holiday property is for the sole use of the persons listed on the booking form. The Hirer will be responsible for the entire party. Anyone reported to over occupy the property will be asked to leave immediately without refund.

As our caravans are all sited on family parks, we only accept bookings from family groups. We cannot accept bookings from young singles or groups of all male/female parties.

No Smoking Policy

Spectrum Holidays operate a strict no smoking policy. This includes the decking area.

For reasons of hygiene and the comfort of other guests there is NO SMOKING or vaping is allowed anywhere in the caravan or decking area. If anyone is reported to be smoking or vaping during your stay you will be asked to leave immediately without a refund. Any evidence of smoking that is found by our representative while checking the caravan after departure will result in Spectrum Holidays retaining your security bond.

If you choose to smoke, please do so as far away from the caravan as possible. Please make sure that all cigarettes are extinguished and disposed of appropriately.


Pets are not accepted in our caravan. If you are found to have a pet in the caravan you will be asked to vacate the premises without refund and will result in Spectrum Holidays retaining your security bond.


We pride ourselves on the high standards of cleanliness that we maintain in our caravan and request that guests leave the caravan clean and tidy. We ask that any cutlery, crockery and cooking utensils that are used are cleaned and returned to where they are kept. Any blatant damage will result in Spectrum Holidays retaining your security bond.


Disposable BBQ’s are allowed on the grass area only. This must be away from the caravan and please DO NOT use the BBQ on the decked area. Please DO NOT store your BBQ underneath the caravan – this is a fire hazard.

Chip pans and fryers

The use of chip pans or deep fryers of any kind is strictly prohibited.


If, in the opinion in of The Owner, our representative or the Park manager any member of the party is guilty of conduct which is deemed to be anti-social or a risk to the health and safety of themselves or members of the public, The Owner or the park manager may re-take possession of the accommodation immediately without compensation to The Hirer.

Electric Car Charging

You are not permitted to use the caravan mains to charge your electric vehicle. There are charging points in the car park adjacent to the complex. If you are found to have charged a vehicle, we will retain the cost of this from your bond.

 Cancellation Policy

If you need to cancel your booking for any reason, please contact us straight away by email. Any cancellations made up to 4 weeks before your arrival date will incur a charge equal to the deposit paid. Any cancellations made within 4 weeks of arrival will not be refunded.

If we change or cancel your booking

 As a responsible operator, our aim is to provide all the services, facilities as described in our brochure. Should it be necessary for us to make any major changes to your booking, or in exceptional circumstances cancel your booking, we will endeavour to advise you, and provide the following options:

  1. a) A replacement holiday comparable or superior to the one booked or
  2. b) A replacement holiday together with the difference in price between the replacement holiday and the holiday booked or
  3. c) A full refund.


We DO NOT accept liability for injury, loss or damage suffered by any member of the party.


We strongly recommend that you take out holiday insurance to cover accidents, losses, cancellation etc. These policies are available quite cheaply from most insurance providers.

We reserve the right to amend these terms and conditions at any time. We will give written notice in advance of any changes.