Terms and conditions

Terms and conditions for our latest offers and promotions.

Be Our Guest Promotion – Terms and Conditions

To qualify for the ‘Be our Guest’ offer, customers must fulfill each of the following steps:

  • Step 1. Book an Experience Day on park by filling in the form Experience Day Form – Book an experience day & enjoy lunch on us! – Trelay Holiday Park
  • Step 2: Upon Arrival you’ll be welcomed by one of our Experience Day Team who will check you in and talk you through the day.  We’ll then start our Experience Day where you will: Discover the Park & Local Area, View our Hideaway Holiday Homes, and Enjoy lunch on us!*
  • Step 3: We’ll then invite you for a sit down to talk through everything you need to know about our park including the location, local attractions, how holiday home ownership works, and we’ll give you the opportunity to ask any questions.

Plus, at the end of your Experience Day, you can enjoy one-night free stay, in one of our Hideaway Holiday Homes*

The one-night free stay must be taking on the night of the Experience Day appointment.  This is a one night stay only, check-out will be at 10am the following morning.  The stay is for one family only, up to 4 people.  The stay includes accommodation only in a self-catering accommodation.  The accommodation will be allocated by Trelay, based on availability, and is not pet-friendly (pet-friendly accommodations may be available – please ask the team for more details).  This free night stay is not transferable, re-saleable or exchangeable. There is no cash alternative.  Trelay reserves the right to amend, alter or terminate this ‘Be our Guest’ promotion at any time due to circumstances beyond its control.  All guests must abide by the holiday park rules.

Hideaway Holidays Terms and Conditions – Holiday Breaks

All hideaway holidays are booked via our partner Hoseasons under the terms and conditions as stated on their website. 

Please see: Hoseasons booking Terms and Conditions

Our Park Rules

We’re thrilled to welcome you to Trelay Holiday Park and want to ensure your stay is as enjoyable and comfortable as possible. To help maintain a relaxing holiday atmosphere and ensure the safety of all our guests, we kindly request your cooperation in adhering to our park rules. These guidelines are designed to create an enjoyable environment for everyone to unwind and make the most of their holiday time on park. If you have any questions or need assistance, our friendly staff will be more than happy to help.

Please see Our Park Rules

Our Holiday Experience on Park

Our team at Trelay Holiday Park take every step possible to ensure that our holiday guests, and holiday home owners, receive great customer service every step of the way…

However, we understand we may not always get it right.  In the unlikely event that our guests may feel it appropriate to make a complaint, the following outlines the Trelay Holiday Park procedure and policy.

COMPLAINT PROCEDURE:  HOLIDAY GUESTS & HOLIDAY HOME OWNERS ON PARK

All holidays are booked via our partner Hoseasons under the terms and conditions as stated on their website.   Any queries should be raised initially with the Hoseasons team.   Please see: Contacting Hoseasons 

All holiday homeowners are looked after by our Customer Care Team, all queries should be raised with our team in the first instance by contacting reception@trelay.co.uk

Trelay holiday park customers wishing to escalate matters in writing should do so by contacting the park Owners (marked FAO Trelay Holiday Park) via post or email, directing to the address below:

In writing to:
FAO Trelay Holiday Park Owners
Trelay Holiday Park, Pelynt Nr Looe, Cornwall, PL13 2JX

By phone:
Call 01503 220900, Monday to Friday, between 9am – 5pm.   Email: reception@trelay.co.uk

Please provide us as much information about the matter as possible:

  • Your full name, address, email address and telephone number
  • Confirmation of preferred means of communication
  • Details of any previous correspondence you’ve had with us
  • Details of your query or complaint 

If we are unable to resolve the matter immediately, we’ll send an acknowledgement of receipt of the query/complaint (via post or email) within 10 business days.

If we require more information, we will get in touch with you via your preferred means of communication. Our customer resolution target is within 28 working days of us receiving your query/complaint and we will certainly provide you as a minimum a progress update within this timeframe.

If for whatever reason this is not possible, we will contact you to explain the reasons why and let you know how long our investigations are likely to take.

Holiday Offers and Promotions

Discounts and special offers may be made in conjunction with our published prices. The cost per holiday, after any discounts, may vary by arrival date and accommodation type.  All discounts and special offers are subject to availability and may be withdrawn without prior notice.  Special offers cannot be combined with any other discount or promotion and will only be honoured if mentioned at the time of booking. The price confirmed at the time of booking is the price you will pay, discounts cannot be applied retrospectively. Only one offer per booking.

Holiday Home Ownership Price Promotions

*Terms and Conditions apply.  When Stating a Holiday Home Ownership Price, with a specific value or ‘from’ price, we will always ensure to add the corresponding Make, Model, year of manufacture, and number of bedrooms with every holiday home ownership promotion.  All prices are correct at the time of publishing, we will state the date/time of publication.  All prices exclude the annual Site Fee, Decking (unless stated), and any associated running costs including Gas, Electricity and Rates.  Full details of all associated running costs are available upon request.

Owner Referral Offer

*Terms and Conditions apply. The holiday home must be for sale with Trelay Holiday Park, the promotion does not apply to private sales.   For each successful owner referral leading to the purchase of a holiday home ownership, you will be rewarded with £500 credit to your account. To qualify for this promotion, you must please ensure that you complete the referral form and submit it to our reception or sales team. In the case of direct enquiries initiated by your friends or family, kindly ask them to inform our Reception/Sales team about the referral before attending their site visit with us. The owner must refer the potential buyer prior to the initial park visit, referral claims after a park visit will not be valid.  A park visit refers to the initial sales appointment with our team on park.  After the sale is completed and your referral receives approval from the Trelay Holiday Park Team, the £500 reward will be deposited into your account within 30 days.

Please note that the £500 referral reward will not be issued if the purchaser is already known to Trelay through other sources. The referral payment will be disbursed only upon the full completion of the holiday home sale. This offer is valid from 1st October 2023, to 30th September 2024, only. Should you require additional information, please feel free to reach out to any member of our team or visit our reception to collect your referral form. Trelay Holiday Park reserves the right to modify, adjust, or terminate this promotional offer at its discretion, at any time. 

Trelay Holiday Park – Holiday Guests – Book an Exprrience Day and if you decide to become a holiday home owner on park, we’ll refund the cost of your holiday

*Terms and Conditions apply.  We’re offering our holiday guests a full refund on your existing holiday booking (to the maximum value of £1,000) when you buy a new holiday home at Trelay Holiday Park.  Offer is available to new customers only and may be subject to change or be withdrawn at any time without notice. To qualify for this offer, the holiday home purchase must be completed within 90 days of your holiday departure date. Offer is not valid in conjunction with any other offer.

Terms and Conditions – Save up to £10,000*

The ‘Save up to £10,000*’ offer includes an up to £5,000 Site Fee credit. For the purchase of a single-unit holiday home, a £4,400 site fee credit will apply, and for a double-unit holiday home, a £5,000 site fee credit will be granted. The respective site fee credit will be applied to the new customer’s site fee account from the day they take ownership of the holiday home. Additionally, there is a discount of up to £5,000 off the cost of your holiday home, with the exact amount depending on the size, make, and model of the holiday home. Full details regarding site fees, holiday home prices, and applicable discounts are available from our sales team. This offer is exclusive to new customers, non-transferable or exchangeable, and holds no cash value. It may be subject to change or withdrawal at any time without prior notice. To qualify for this offer, the holiday home purchase must be finalised within 30 days of the initial sales meeting. This offer cannot be combined with any other promotion and is valid from 10.10.2023 – 31-12.2023.

Terms and Conditions – Win a Hideaway Holiday Home Experience*

1. Trelay Holiday Park ‘Win a Hideaway Holiday Home Experience’ (the Promotion) is open to UK residents only, aged 18 and over, except employees of Trelay Holiday Park (the Promoter), agents or anyone professionally connected with the Promotion.

2. This is a Facebook, Instagram, Email, Events and Show Competition/Promotion, and to take part in the Competition you must complete one of the following tasks;

1. You must complete you details on our competition form here

2. You must submit your entry using the button on the form

3. If you’d like to give a friend the chance to also enter our competition, feel free to also share our post with a friend.

4. There is no entry fee, and no purchase is necessary to enter the competition/Promotion. 

5. The Promotion/Competition opens on 1st November 2023 (GMT/BST). The promotion will close at 5pm (GMT/BST) on 15th March 2024. In this instance, the period from 1st November – 15th March inclusive, will be known as the “Promotion Period”. Any entries outside the Promotion Period will not be included or counted.

6. The prize winner will be selected randomly from all participants by our Customer Experience Manager.

7. The prize is for a two-night. mid-week stay in the two-bedroom holiday home (home will be chosen and allocated by our park team).  The holiday home is self-catering, and the break will be available during off peak only (off peak breaks exclude school holidays and bank holidays).  The holiday stay will include the holiday home accommodation at Trelay Holiday Park, Pelynt Nr Looe, Cornwall, PL13 2JX.

8. The winner will be able to choose a date to redeem their prize, off-peak, and subject to availability.  The prize accommodation does not include a hot-tub and is not pet friendly.  Hot tubs, and pet-friendly accommodation upgrades may be available at an additional charge.

The Luxury Lodge Holiday Home Experience must be booked before 1st May 2024 and taken before 31st September 2024.
The prize is self-catering and does not include travel expenses.
9.  The winner will be contacted by the channel of their entry method up to 14 days from the competition closing date.  The winner must respond to notification of their prize within 14 days of our message.  Failure to respond in that time will result in the prize being forfeited and the Promoters reserves the right to select a new winner, in these circumstances.

10. The winner agrees to the use of his/her name and image in any publicity material free of charge.

11. The decision of the Promoter in relation to the Promotion/Competition is final. No correspondence will be entered into. No information regarding entries or judging will be disclosed to any third party.

12. The name of the winner is available on request.

13. Automated, bulk or third-party entries will be disqualified. Any incomplete, corrupted or entries not in accordance with the entry instructions, will be rejected. Any entries from participants, who we reasonably believe have acted unfairly, will be disqualified.  

14. The Promoter reserves the right to disqualify any entries that it deems to be suspicious or achieved through manipulation of the promotion or any of the platforms that it is made available through.

15. The prize is not transferable, re-saleable or exchangeable. There is no cash alternative. 

16. In the event of unforeseen circumstances the Promoter reserves the right to offer alternative prizes of equal or greater value.

17. By entering, participants will be deemed to have accepted and be bound by the Terms and Conditions. All entry instructions form part of these Terms and Conditions. 

18. The Promoter reserves the right to amend, alter or terminate this Promotion at any time due to circumstances beyond its control.

19. Any personal information provided will be used in conjunction with the Trelay Holiday Parks Privacy Policy which you can see at www.trelay.co.uk/privacy-policy

20. No social media website (such as Facebook, twitter or any other such website) are sponsors of the Promotion and have no responsibility or liability regarding the conduct or administration of the Promotion.

21. These rules are governed by English law and subject to the exclusive jurisdiction of the English Courts.

22. The Promoter is Hideaway Holiday Parks Limited. The company is registered in England. No. 13886409. The registered office is at Medina House, 2 Station Avenue, Bridlington, East Riding of Yorkshire, YO16 4LZ.

Free Site Fees for 2024

Eligibility:

  • This promotion is valid for new customers only. Existing customers are not eligible to participate.
  • The offer is not applicable to any sale that involves a part-exchange of any nature.

Promotion Period:

  • The Free Site Fees promotion is valid until 31st March 2024. Any purchases made after this date will not be eligible for the promotion. The Free Site Fees promotion covers the site fees for the 2024 season only which ends on 30th November 2024.

Exclusions:

  • This promotion cannot be used in conjunction with any other offer, discount, or promotion.

How to Avail the Promotion:

  • To avail of the Free Site Fees promotion, customers must purchase a holiday home at Trelay Holiday Park during the promotion period that fits the required criteria stated in the terms and conditions.

Verification:

  • Trelay Holiday Park reserves the right to verify the eligibility of participants and may request proof of eligibility.

Modification or Termination:

  • Trelay Holiday Park reserves the right to modify or terminate the promotion at any time without prior notice. In the event of termination, the promotion will not apply to any new purchases made after the termination date.
  • Trelay Holiday Park reserves the right to refuse the Free Site Fees promotion to anyone for any reason.
  • The promotion is non-transferable and has no cash value.

By participating in the Free Site Fees promotion, you acknowledge and agree to abide by these Terms. Trelay Holiday Park reserves the right to interpret these Terms in its sole discretion.

For any inquiries or concerns regarding the promotion, please contact Trelay Holiday Park directly.