Terms and Conditions
Booking conditions for LEGOLAND® Windsor hotel packages with Budget Family Breaks.
We want to offer you the best service and the best products and we aim to consistently exceed your expectations so you feel confident when booking with us. This section aims to highlight important terms and conditions relating to your booking.
Holiday Extras Limited (trading as Holiday Extras) operates Budget Family Breaks and the website address www.budgetfamilybreaks.co.uk for the promotion of LEGOLAND Windsor tickets with hotels. These booking conditions form the basis of your contract with Holiday Extras. In these booking conditions "we", "us" and "our" refers to Holiday Extras. "You" and "your" refers to all persons named on your booking, including any people added or substituted at a later date.
Once your Budget Family Breaks LEGOLAND package has been confirmed, we will accept responsibility for it in accordance with the following conditions as an organiser under the Package Travel, Package Holidays and Package Tours Regulations 1992.
1. Making Your Booking
The party leader must be authorised to make a booking by all persons named on the booking, and by a parent or guardian for any party members who are under the age of 18 at the time of booking. The party leader is responsible for making all due payments and must be at least 18 years old at the time of booking. Please be aware that one guest per room must be aged 18 years old or over.
All bookings must be made online via the Budget Family Breaks website (www.budgetfamilybreaks.co.uk), over the telephone with our Customer Experience Team, or through an authorised travel agent. When your booking is confirmed you will be given a booking reference which will be reconfirmed to you on a confirmation email which includes a link to your tickets to print at home (if applicable). You must take your tickets with you to gain entry to LEGOLAND. If you do not have an email address or do not receive an email booking confirmation, please contact us on 0845 458 1629 (calls cost 10p per minute plus your phone company's access charge).
Please be sure to check your booking confirmation carefully when you receive it. Please contact us immediately if any information on your appears to be incorrect or incomplete as it may not be possible to make changes to your booking at a later date.
Park entry tickets must be used within the first two days of your hotel stay.
Full payment must be made at the time of booking. Any monies paid to one of our authorised travel agents will be held by the agent on your behalf until your booking is confirmed after which the agent holds the monies on our behalf.
Please note: Budget Family Breaks uses the merchant ID 'HXPAYMENTS.COM'. This will appear on your bank statement once payment for your booking has been taken from your account.
3. Your Contract
You enter into a binding contract with us once your booking is confirmed and you are given a booking reference. We will aim to solve any disagreements that may arise quickly and efficiently.
We both agree that English Law (and no other laws) apply to your contract and any disputes or other matters that may arise (except as detailed below). We both agree that any dispute, claim or other matter of any description, whether or not personal injury is involved, must be dealt with by the Courts of England and Wales only except, in the case of Court proceedings, you reside in Scotland, Northern Ireland or the Republic of Ireland. In this case, Court Proceedings must either be dealt with in the Courts of your home country or the Courts of England, Wales or the Republic of Ireland. You may choose to have your contract and any dispute, claim or matter of any other description which arises between us governed by the law of Scotland, Northern Ireland or the Republic of Ireland as applicable. If you do not choose, English Law will apply.
4. Identity Verification Search
By accepting these terms and conditions you consent to identity verification checks being made. We validate your name, address and any other personal information you have supplied during your booking against the appropriate third party databases. During the verification checks, your personal information may be disclosed to a registered Credit Reference Agency who may keep a record of your information. You can rest assured that these checks are done only to confirm your identity. A credit check is not performed and your credit rating will not be affected. We treat all information provided by you securely and strictly in accordance with the Data Protection Act 1998.
5. The Cost Of Your Break
Budget Family Breaks is committed to offering the best choice of products at the best prices. Throughout the year we continually review our products and prices and in some circumstances our prices may go up or down. There are likely to be some seasonal special offers. The price of your package will be confirmed at the time of booking. We reserve the right to correct any errors in advertised or confirmed prices. We will do so as soon as we become aware of the price error. All of our prices are for pre-booking and include VAT at the current rate of 20%.
6. Changes By You
Should you wish to make any changes to your confirmed package, you must let us know as soon as possible. We will endeavour to assist in making your changes, but we cannot guarantee that we will be able to meet such requests. Please be aware that amendments to your booking may incur an additional cost. All amendments must be made through Budget Family Breaks at Holiday Extras. Any bookings made within 36 hours of your stay date or within 36 hours of the date of ticket entrance to LEGOLAND are non-amendable and non-refundable and will incur the cancellation charges listed in section 7.
7. Cancellation By You
Should you need to cancel your booking once confirmed, the party leader must let us know immediately. Cancellations must be made through Budget Family Breaks at Holiday Extras and are subject to the following conditions and charges (based on the total cost of your booking):
- Cancellations made within 36 hours of your reservation - 100% cancellation fees apply
- Outside of 36 hours and up to 3 days before your reservation - 75% cancellation fees apply
- Within 4-14 days of your reservation - 50% cancellation fees apply
- More than 14 days in advance of your reservation - 25% cancellation fees apply
- Cancellation on the date of purchase before 8pm - 0% cancellation fees apply (except where your stay date is within 36 hours, then 100% cancellation fees apply)
8. Cancellation Protection
If you add on our non-refundable cancellation protection at the time of booking this will protect you if you need to cancel your booking for any reason. Providing you cancel your booking with us at least 36 hours before the date of your hotel stay or park entry (whichever is sooner), then you will receive a full refund for your booking (minus the cost of the cancellation protection and any credit card charges). Please be aware that if you cancel your booking within 36 hours of your stay date or park entry date you will be charged 100% of your booking.
Cancellations must be made over the telephone during our opening hours (Monday - Friday: 9:00 - 21:00, Saturday and Sunday: 9:00 - 17:30). Cancellations made via email or voicemail will not be processed.
9. Changes & Cancellations By Us
Occasionally, we may need to make changes and correct any errors or other details on the website. This may happen before and after your booking has been confirmed. If necessary, we reserve the right to cancel confirmed bookings.
Occasionally, we have to make significant changes to a booking. Significant changes include the following changes when made before your departure:
- A change of accommodation to that of a lower official standard or classification
- A change of accommodation area
If we need to make a significant change or cancel your booking we will tell you as soon as possible. If possible, we will offer you the choice of the following options:
- Accepting the changed arrangements
- Purchasing an alternative Budget Family Break from us, of a similar standard to your original booking if available. If your chosen alternative is less expensive than your original booking, we will refund the difference. If your chosen alternative is more expensive, we will not ask you to pay any more.
- Cancelling or accepting the cancellation of your booking in which case you will receive a full refund of all monies paid to us.
Please note, the above options are not available where a minor change is made to your booking.
Should we have to notify you of a significant change or cancel your booking before departure, where compensation is due, we will, as a minimum, pay £20 per person depending on the circumstances and when the change or cancellation is notified to you, subject to the following exceptions:
- Compensation will not be payable and no liability beyond the above mentioned options can be accepted where we are forced to make changes or cancel your booking as a result of unusual and unforeseeable circumstances beyond our control that could not have been avoided even with all due care.
- Compensation will not be payable and the above options will not be available should we cancel your booking as a result of your failure to comply with any requirement of the booking conditions (such as paying on time), which entitles us to cancel.
Our liability for significant changes and cancellations is limited to offering the options detailed above and, where applicable, compensation. We regret that we cannot offer compensation to cover any expenses, costs or losses incurred by you as a result of any changes or cancellation.
10. Force Majeure
In these booking conditions, 'Force Majeure' refers to any event in which we or the supplier of services in question could not foresee or avoid, even with all due care and attention. Such events may include terrorist activity, threatened terrorist activity, war, threat of war, riots, civil strife, industrial disputes, nuclear disasters, natural disasters, fire, adverse weather conditions and all similar events outside of our control.
Except where otherwise expressly stated in these booking conditions, we regret that we cannot accept any liability or pay any compensation where the performance of our contractual obligations to you are prevented or affected, or you otherwise suffer any damage or loss, as a result of 'Force Majeure'.
11. Our Liability To You
(a) We promise to make sure that the package arrangements we have agreed to make, perform or provide as part of our contract with you are made, performed or provided with reasonable skill and care. This means that, subject to these booking conditions, we will accept responsibility if, for example, you suffer death or personal injury or your contracted package arrangements are not provided as promised or prove deficient as a result of failure by ourselves, our employees, travel agents or suppliers to use reasonable skill and care in making, performing or providing your contracted package arrangements. We will only be responsible for what our employees, travel agents and suppliers do or not do if they were, at the time, acting within the course of their employment or carrying out worked asked of them by Budget Family Breaks. Please be aware that it is your responsibility to show that reasonable skill and care has not been used should you wish to make a claim against us.
(b) We will not be held responsible for any injury, illness, death, damage, loss (for example loss of enjoyment), cost, expense or other sum or claim of any description whatsoever that results from any of the following:
- The act(s) and / or omission(s) of the person(s) affected or any member(s) of your party
- The act(s) and / or omission(s) of a third party that is not connected with the provision of your package and which were unforeseeable or unavoidable 'force majeure' as defined in section 10.
(c) We cannot accept any responsibility for any services that do not form part of our contract with you. For example, any additional services or facilities offered by your hotel or any other supplier where the services or facilities are not advertised on our website and we have not agreed to arrange them. Please be aware that whilst we endeavour to make sure that photographs on our website are accurate representations, they must not be regarded as contractual.
(d) Any promises made about the services we have agreed to provide or arrange as part of our contract will be used as the basis for deciding whether the services in question have been provided properly.
(e) We cannot accept any liability for any damages, loss, expenses or other sum(s) of any description which, on the basis of the information provided by you, we could not have foreseen you would suffer or incur if we breached our contract with you, or those which did not result from a breach of contract or fault by ourselves, our employees or, where we are responsible for them, our suppliers. In addition, we cannot accept any liability for business losses.
(f) You must provide us and our insurers with all assistance we may reasonably require. You must tell us and the supplier concerned about any claims or complaints as set out in section 12. If necessary, you must transfer to us and / or our insurers any rights you may have against the supplier in question, or whoever else is responsible for your claim or complaint. If the person concerned is under the age of 18, a parent or guardian must do so on their behalf. You must also agree to fully cooperate with us and our insurers should we want to enforce any rights that are transferred.
12. Complaints & Problems
In the unlikely event that you wish to make a complaint about your break whilst away, you must immediately inform the supplier(s) of services in question. Any verbal notification must be put into writing and given to the supplier as soon as possible. If you are still dissatisfied, you must notify us at your earliest convenience. We cannot begin to resolve any problem or complaints until we are made aware of them. Should you remain dissatisfied, you must write to our Customer Care Team within 28 days of the end of your break, stating your booking reference and full details of your complaint. We regret that we cannot accept liability for any complaints or claims that do not involve death, personal injury or illness if you fail to notify the complaint or claim entirely in accordance with this clause.
Please be aware that we will not accept responsibility for any matter that you are aware of and do not bring to the attention of the supplier in question during your break, thereby giving them an opportunity to rectify the issue.
13. Your Responsibilities
Bookings are accepted by you on the understanding that all persons in your party are normally in good health and able to fulfill the physical demands of a theme park break.
It is your responsibility to ensure that all members of your party have the necessary travel and health documents required before departure. Irish Citizens are required to possess a full Irish passport in order to enter the UK. A full Irish passport takes at least 5 weeks to obtain. If any member(s) of your party are not British Citizens or passport holders and are travelling from outside of the UK, please check the necessary passport and / or visa requirements with the Embassy or Consulate of the UK and any other countries that you are intending to travel to or through. We cannot accept any liability or associated costs if you are refused entry onto any transport to the UK as a result of failure to carry the correct documentation required.
14. Conditions Of Suppliers
The independent suppliers providing services as part of your break do so in accordance with their own terms and conditions. Some of these terms and conditions may limit or exclude their liability to you. Copies of these terms and conditions are available on request from the relevant supplier.
15. Special Requests & Medical Problems
If you have any special requests, you must let us know at the time of booking. Whilst we will endeavour to pass any reasonable requests on to our suppliers, we regret that we cannot guarantee any requests will be met. Failure to meet any special requests will not be considered a breach of contract on our part. Confirmation that a special request has been noted or passed on to a supplier, or the inclusion of the special request on your confirmation, is not a confirmation that the request will be met. Unless and until specifically confirmed, all special requests are subject to availability.
If any members of your party has a medical problem or disability which may affect your break, please let us know before you confirm your booking. You must give us full details in writing at the time of booking. If we reasonably feel that we are unable to properly accommodate the specific needs of the person concerned, we reserve the right to decline their reservation or, if full details are not given at the time of booking, cancel when we become aware of the details.
16. Financial Security
For hotel packages booked with Budget Family Breaks, we operate a trust account. This means that your money will be refunded in the unlikely event of our being unable to provide your break due to insolvency.
17. Call Monitoring & Recording
Please be aware that we may monitor and record your call for training purposes to ensure you receive the highest service standards.
LEGOLAND's postcode is SL4 4AY and is well signposted from both the M4 and M3. Please make sure you have directions to your hotel and your hotel's telephone number. We recommend that directions are used in conjunction with an up to date road map or sat nav.
19. Overnight Parking
As and where indicated, parking for the night(s) of your stay at the hotel is included in your package price. Otherwise, a parking charge is applicable and must be paid directly to the hotel. Parking is at the vehicle owner's risk. Unless otherwise stated, hotel car parks are unsecured.
20. Star Ratings
Any star ratings used on the Budget Family Breaks website are Budget Family Breaks' own ratings and are based on official ratings, such as AA Stars and ETB Crowns, but they do not directly translate to the equivalent number of Budget Family Breaks stars.
If a hotel does not hold an official rating, we will evaluate it on a similar basis to other official scheme operators. In both cases, when giving a rating we also consider feedback received from customers and feedback from our own visits to the hotel, both on business and as customers.
21. Hotel Charter
Our hotels are provided with a rating which reflects the suitability of the hotel for family stays, including an assessment of the available leisure facilities, entertainment, play areas, children's menus, cots and high chairs. Full details of the assessment criteria are available upon request.
22. Standard Rooms
Unless otherwise stated, all rooms offer a private bathroom with a shower, and in some cases a bath.
Unless otherwise stated, breakfast is included in your package.
24. Leisure Facilities
If available at your hotel, leisure facilities may incur a charge and restrictions may apply. For example, children may not be permitted to use some or all facilities or timed restrictions may apply.
25. Alarm Calls
Hotels do not take responsibility for alarm calls so we suggest that you take a travel alarm with you.
26. Pre-authorisation At Your Hotel
Please be aware that many hotels will ask for a credit or debit card to pre-authorise an amount for any extras or expenses charged to your room. The amount pre-authorised is at the discretion of the hotel and varies widely. In the event that any charges are incurred, you are free to pay for these with the pre-authorised card or by any other acceptable means.
27. LEGOLAND Park Conditions
LEGO®, the LEGO logo and LEGOLAND are trademarks of the LEGO Group and are used here with special permission. All rights reserved.
Age, height and weight restrictions may apply on some rides. Restrictions are posted at the individual attractions. Not all rides, attractions and shows may be operating on the day of your visit.
Use of your LEGOLAND ticket implies agreement with LEGOLAND's terms and conditions.
LEGOLAND management reserve the right to refuse entry to any ticket holder and, in the interest of public and safety, they also reserve the right to ask guests to leave the Park at any time.
Children under the age of 16 must be accompanied by an adult aged 18 or over.
28. Q-Bot Terms & Conditions
If you have added a Q-Bot onto your booking, full Q-Bot terms and conditions can be found here.
29. Ride Access Pass
You can view LEGOLAND's Ride Access Policy here.
30. Car Parking
Parking at LEGOLAND is charged at £6 per car. Parking is payable at the park or you can pre-book your parking with us when booking your Budget Family Break.
Tickets must be used on either the day before or the day after your first night's hotel stay.
If you have any further queries about your Budget Family Break, please contact us:
Telephone: 0845 458 1629 (calls cost 10p per minute plus your phone company's access charge)
In writing: Budget Family Breaks, Customer Care Department, Apple Barn, Smeeth, Ashford, TN25 6SS