Frequently Asked Questions
Common Questions Asked by Our Customers
Booking
Q. How can I book my holiday?
A. You can book online by following the simple steps, or you can call our Central Number on 0845 815 9797 and book over the phone.
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 8 weeks away we will request payment in full. Please note we charge a 2% surcharge on credit cards.
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. 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 0845 815 9715 for valuable advice on planning and booking your trip.
Q. Can I take my Pet on holiday?
A. We welcome Pet’s at our Parks, in Bronze accommodation. There is a small charge for bringing a Pet with you which will be advised at the time of booking. Registered assistance Dogs are accepted free of charge subject to suitable accommodation being available.
Q. Can I make changes to my booking?
A. After you have paid either a deposit or the full amount then there is an admin fee of £15 to make substantial change.
Q. Can I request a specific unit?
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.
Q. What days can I start my Holiday on?
A. Week breaks start on a Friday, Saturday and Monday, and short breaks on a Friday and a Monday. You will often find the best prices are available if you can be flexible and start your Holiday on a Friday.
Q. What is the difference between Bronze, Silver, Gold and Platinum Accommodation?
A. Please see our accommodation page for full specifications.
Q. Does a Baby count as a person for the number in party / berth spaces of caravan?
A. Yes
Arrival and Departure
Q. What time can we check in?
A. Well it’s 4pm, unless you have booked a Gold or Platinum unit, when it’s 2pm. You can pay for an early check in, the cost is £15.
Q. What time do we check out?
A. You checkout at 10am, please ensure you return any items you have hired to Reception.
Q. What if we arrive after Reception has closed?
A. It’s best to call the Park direct and advise this in advance and you will be advised where to collect your keys. Please note we cannot accept arrivals after 11pm.
Q. Where can I find directions to my Park?
A. On the website each individual Park page has directions on it.
What to Bring
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. Do you supply linen?
A. Yes, we supply linen with all direct bookings, you will find Duvets and Pillows already in the unit. Please note that for bookings made through Newspaper promotions, linen is an additional charge.
Q. Do you supply Towels?
A. No, you need to bring your own towels and tea towels etc.
Q. What’s included in the cost of my Holiday
A. Free gas and electricity, Free bed linen, Free use of swimming pool, Free family entertainment, Free entry into children's clubs on park. (Except Newspaper Promotion holidays)
Q. Can I hire Cots/Highchairs?
A. These are available to hire in advance, please supply your own Cot linen. Please note that Cots do not fit into any of the bedrooms.
On Park
Q. Can I book again before I leave?
A. We have some fantastic book again offers, for either later in the year or 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 units.
Q. Can guests visit us when we are on holiday?
A. Yes they can, although Reception cannot advise directly if 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?
A. Most parks offer a range of family entertainment every evening in the club house. Entertainment varies from park to park and you'll receive a full entertainment guide when you arrive.
Q. Can Children attend the Kids Clubs without the Parents?
A. No, they are not a Childminding facility and as such they should be accompanied. In our Swimming pools, children under 13 must be accompanied by an adult.
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 user 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 a BBQ on site?
A. Yes, although they must be kept off the ground, and care must be taken to make sure it is extinguished 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. 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.
