Frequently Asked Questions
Q. How can I book my holiday?
A. You can book online by following the simple steps online, or you can call our Central Number on 0343 178 7070 and book over the phone.
Q. What days can I start my Holiday on?
A. Typically 7 or 14 night holidays start on a Monday, Friday or Saturday. 3 night short breaks start on a Friday and 4 night short breaks starting on a Monday. However if you are flexible on your arrival date and duration we may be able to find the perfect break for you, just ask your booking agent about ‘book and go’.
Q. What is the difference between Bronze, Silver, Gold and Platinum Accommodation?
A. Please see our accommodation page for full specifications.
Q. How do I book more than one unit of accommodation?
A. Bookings of more than one unit of accommodation cannot be made online. Please call our friendly Reservations Team on 0343 178 7070 to book more than one unit of accommodation. Should you need book 5 or more units please ask about our Group Booking offer.
Q. How can I pay for my Holiday?
A. You can pay by debit/credit card either online or over the telephone, some Customers prefer to pay an amount monthly and this is fine, please note that if your holiday is less than 30 days away we will request payment in full. Please note we charge a 2% surcharge on credit cards.
Q. Are the prices the same on the website as they are through the call centre?
A. Yes, the prices you see online will feature our latest discounts and are the same as when you book over the phone. This means you can book in the confidence that you will receive the same great price however you choose to book.
Q. Can you accommodate guests who have accessibility needs?
A. Yes we can, some of our Parks have specially equipped accommodation for guests with special needs, please note this cannot be booked on line and it is always best to call first to double check availability.
Q. Is there a minimum age requirement for booking?
A. We are unable to accept bookings from anyone under the age of 18 and where half or more of your party is aged between 17 and 25 you must tell us when you book.
Q. Do you accept bookings from all male/female parties?
A. Our Parks are family orientated and therefore do not cater for large groups of all male/female parties. Where the party is aged between 17 and 25 you must tell us when you book. Please note we retain the right to cancel and bookings made that breach these conditions.
Q. Can we make a group booking?
A. We offer a group bookings service for any booking of five or more holiday homes with some great savings available. Please call our group bookings line on 0343 178 7070 for valuable advice on planning and booking your trip.
Q. Can I bring my pet?
A. We welcome pets in all our parks except Sandhills in Dorset. Pets are welcome in selected Bronze, Silver and Gold accommodation. There is a small charge of £25 per pet per short break, or £40 per pet per week, with a maximum of two pets. Registered assistance Dogs are accepted free of charge subject to suitable accommodation being available.
Please note that dogs must wear a collar and identity tag and be kept on a lead at all times. They must not be left in accommodation unattended. Dogs and other pets are not allowed in the Park buildings or pool areas. If a dog is proving to be a nuisance we reserve the right to require the owner to remove the dog from the Park. The following dogs are not permitted on our Parks: Pit-bull Terrier, Dogo Argentino, Fila Brasileiro and Japanese Tosa. Other pets may be permitted at the discretion of the Park General Manager.
Q. Can I make changes to my booking?
A. After you have paid either a deposit or the full amount then there is a non-refundable admin fee of £20 to make substantial change.
How can I amend my holiday?
A. Any amendments you your booking should be made by the lead name on the booking either via email or writing to our holiday support team. Emails should be sent to [email protected] and letters sent for the attention of Holiday Support at our head office.
Q. Can I add more people to my booking?
A. If your accommodation has the capacity to take additional party members then certainly. Additional party members can be added by calling our call centre on 0343 178 7070. If the total number of people attending the holiday exceeds the accommodation’s maximum capacity then you need to amend your booking. Some of our accommodation can sleep up to 10 guests.
Q. Can I upgrade my holiday?
Q. Can I request a specific accommodation or make a special request?
A. We will do our best to meet any special requests, however these cannot be guaranteed.
Q. What are the benefits of taking out the Cancellation cover?
A. It means that if you cancel for a qualifying reason, you will be entitled to a partial refund, without cancellation plan you will forfeit most or all of the money. Please note this is not an insurance policy and if you require further cover, this is best purchased separately. Full details of our cancellation protection plan can be found here.
Q. How can I cancel my booking?
A. The lead on the booking may request the cancellation of their holiday by emailing our holiday support team on [email protected] - please include the following information that will be on the booking: Booking Reference Number, Address, Contact Number, Full name, Arrival date and Park.
Q. Does a Baby count as a person for the number in party / berth spaces of caravan?
A. Yes, all members of your party should be accounted for when making a booking.
Q. Why can’t I view my booking online?
A. It is possible that our online system has not yet updated with your details or you are entering the incorrect details on the log-in page. Please ensure the details you are entering are exactly as shown on your confirmation. If the problem persists, please contact our call centre on 0343 178 7070 who will be happy to help.
Arrival and Departure
Q. What time can we check in?
A. It's 4pm for our Bronze units. If you have booked a Gold or Platinum unit then it's 2pm or for a Silver unit it's 3pm. You can pay for an early check in if you wish, the cost is £15.
Q. What time do we check out?
A. Checkout is before 10am, please ensure that you return any items you have hired to Reception and leave your accommodation clean and tidy.
Q. What is the latest time I can check-in?
A. The latest time we will be able to check you in is 11pm. To check-in after reception has closed you would need to go through to the clubhouse where your welcome pack will be waiting for you. Arrivals after 11pm may need to make special arrangements in advance. In order to do this please contact our call centre on 0343 178 7070.
Q. Can I get a map of the Park?
A. A map of the park can be found on the right hand side of our website on an individual park webpage. A hard copy will also be given to you in your welcome pack on arrival.
What to Bring
Q. What do I need to bring with me on my holiday?
A. In order to check-in you will need your holiday confirmation letter, email or booking reference number. You should also bring with you towels, T-towels, toilet roll and dishwashing materials such as washing-up liquid and cloths. Irons aren't always available so we recommend, if you require an iron, to bring your own. Forgotten something? Don’t worry as our on Park shops stock essentials for anything you may have left behind.
Q. What is supplied in the Caravan/Chalet?
A. All of our units are fully equipped, all your pots and pans, kitchen utensils plates etc. There is a Fridge with a small freezer compartment, Microwave and a cooker as well. In the lounge you will find a colour TV, and if you book Gold you get a DVD player as well!
Q. What is the layout of our Holiday Home?
A. Layouts of accommodation vary from park to park. Please contact our call centre for more information.
Q. Do you supply linen?
A. For Silver, Gold and Platinum grades we supply linen with all direct bookings, you will find Duvets and Pillows already in the unit. Please note that for Bronze grade bookings and those made through Newspaper promotions, linen is an additional charge.
Q. Will our beds be made for us?
A. In a Platinum or Gold accommodation they will be made ready for your arrival. In a Bronze or Silver accommodation you have the option of adding this as an extra for a small fee of £3:50 per double and £2 per single. Remember to book your linen in advance if you have booked Bronze accommodation.
Q. Do you supply Towels?
A. No, you need to bring your own towels and tea towels etc.
Q. What is included in the cost of my holiday?
A. When booking through Park Holidays UK directly your Service Charge (Gas, Electric and Water) will be included as well as the entertainment passes, which allow you to use all of the facilities on site. Please note if you’re booking through a promotional offer the Service Charge and the entertainment passes may not be included.
Q. Can I hire a travel cot and/or highchair?
A. Travel cots and Highchairs are available to hire from our parks at just £12 each for the duration of your stay, please request this at the time of booking or call us before your stay to make sure we have one available for you and your family. Remember to bring your own travel cot linen and note that in most accommodations the travel cot will only fit in the lounge area.
Q. Can I book again before I leave?
A. We have some fantastic book-again offers, for either later in the year or to book again for the following year. Our friendly Reception team should be able to provide you with all the information you require.
Q. Can I extend my stay?
A. Subject to availability, yes you may, although some extensions may not be available until the last minute.
Q. Is it possible to buy a Holiday Home while I am staying with you?
A. We have caravan sales show grounds at all of our holiday parks allowing you a great choice of locations from which to buy a caravan, or in some cases Lodges, and holiday whenever you feel like it. We will even refund the cost of your holiday against your purchase.
Q. Can I park outside my Caravan?
A. Most of our Parks have communal Parking areas and as such there is no direct Parking outside of our accommodation. If you have a specific parking requirement please call our call centre on 0343 178 7070
Q. Can guests visit us when we are on holiday?
A. Yes they can, although Reception cannot advise directly where you are staying on Park so it's best to give them your reference number and/or arrange to meet them at Reception.
Q. Can my guests use the facilities?
A. Subject to availability, yes they can, additional passes can be purchased at Reception.
Q. What entertainment can I expect on park?
A. All parks, with the exception of Sandhills, will offer a range of family entertainment every evening in the clubhouse. Entertainment varies from park to park, and you will receive an entertainment guide when you arrive on park. In addition to this you can also download our Park Holidays App, from the apple and android store, which will keep you up to date on everything that’s happening during your stay. *Please note guests staying on Suffolk Sands can use the clubhouse at nearby Felixstowe Beach.
Q. Can Children attend the Kids Clubs without the Parents?
A. No, they are not a Child minding facility and as such they should be accompanied. In our Swimming pools, children under 13 must be accompanied by an adult.
Q. Do your parks offer WIFI?
A. WIFI is available free of charge in the clubhouse on most parks. If you require WIFI in your accommodation this can be purchased at your chosen parks reception. Prices are as follows - 1 hour £3.75, 1 day £6, 7 days £12 and 14 days £18.
Q. Can I use another Parks facilities whilst staying at another?
A. Yes you can, subject to availability, we have several Park Holidays sites in the same areas and as such you can use the facilities at both. Just remember to take your entertainment passes with you.
Q. Can I use the fishing lakes at your Parks?
A. A rod licence is a statutory requirement for anyone 12 years or over who wishes to fish in inland waters in England and Wales. Licences can be purchased from any post office. In addition, you may need a fishing permit (sometimes referred to as a day ticket) which gives permission to fish on a particular water or waters and is issued by Reception. Some charges may apply, check with the individual Park for further details.
Q. Are you allowed to smoke in the accommodation?
A. Smoking is prohibited in the work place in the UK. This means that smoking will not be allowed in all public areas, including restaurants and bars. Smoking is forbidden in our accommodation; however we cannot guarantee that your accommodation will be smoke free.
Q. Can we have BBQ’s on the park?
A. We allow both disposable and freestanding BBQ’s however these must be off the ground. Please note the disposable BBQs would need to be extinguished thoroughly and left to cool down before throwing away.
Q. How far is my park from the beach/nearest town?
A. Each individual park differs according to location. Please check the dedicated park page for more details on location and nearby facilities.
Q. Where can I eat at your Holiday Parks?
At Suffolk Sands, you can eat in the clubhouse at our sister park Felixstowe Beach.
Q. What time does the restaurant open?
A. Opening and closing times of facilities will differ by Park. Please contact the park of your choice directly for specific information regarding facilities.
Q. Where can I give feedback about my holiday?
A. Feedback can be sent to our customer care team at [email protected].
Q. I am having some problems on my holiday, who should I contact?
Q. What is the complaints procedure?
A. If you are on park, please speak with reception to see how they can assist you. We will always do our best to rectify any issues you may have whilst on holiday. If you have left the park and feel they were unable to provide a resolution at the time, then please email our customer care team with your booking reference number and full details of your complaint. Their email address is [email protected].
Q. Where can I find out about jobs with Park Holidays UK?