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Trust & Safety
How we help keep guests, owners and payments safe.
Checked owners
We check owners' identity and ask for proof that they own the caravan and can let it on their park. Before a listing goes live, owners upload photo ID and a document that proves ownership, such as a pitch-fee invoice or park licence agreement. Every listing is also checked automatically for clear photos, copied images and missing details, and anything unusual goes to a person.
Protected payments
Always pay through VanHols. We hold your payment and only release it to the owner after you've checked in.
Honest reviews
Every review comes from a guest who booked and stayed through VanHols, and is marked Verified VanHols stay. Owners can't edit, delete or pay for reviews, and we don't remove reviews for being negative. Fake reviews are removed and the owner can be suspended.
Safety standards
Owners agree to keep a valid gas safety certificate, working smoke and carbon monoxide alarms, and a fire risk assessment.
Help if something goes wrong
If the caravan isn't as described or is genuinely dirty, send us photos within 24 hours of check-in. The owner gets the chance to fix it; if they can't, we'll rebook you or refund the affected nights.
Secure by design
Encrypted connections, secure payment processing and no full card numbers stored on our systems.
Avoiding scams
- Never pay by bank transfer to someone who contacts you about a VanHols listing.
- Keep messages on VanHols. We'll never ask for your password or card details by email or phone.
- If something feels wrong, report it to us.
In an emergency
Call 999 for fire, police, ambulance or coastguard. For gas leaks, call the National Gas Emergency number 0800 111 999. Then tell your park reception and the owner.