Park Holidays UK

Terms and Conditions

Holiday Bookers

  1. Who your agreement is with
  2. Park Holidays UK Limited is the operating company of the holiday parks shown on our website. References to ‘the Company’, ‘we’, ‘us’ and ‘our’ in these terms and conditions are to this company. References to ‘you’ in these terms and conditions are to you, as the person making this booking and, where applicable, to every member of your party.

  3. These terms and conditions
  4. These terms and conditions and those relating to the ‘Cancellation Protection Plan’ (if applicable) will be incorporated into your booking when we have received full or part payment from you. We are unable to accept bookings from anyone under the age of 18.

  5. Alterations to your booking
  6. Your booking shall be in accordance with the details confirmed at the time of booking. Your booking shall be non-transferable and non-alterable within 42 days (6 weeks) of your holiday start date. You may make alterations to your booking up to 42 days (6 weeks) before your holiday start date. You may change your accommodation or park to another within the same calendar year subject to availability and payment of a non-refundable £20 administration fee and any outstanding difference in price. If you wish us to make an alteration to your booking we will use reasonable endeavours to accommodate your request but no guarantee can be given.

  7. Our service to you
  8. We do all that we can to ensure you enjoy your holiday. However, occasionally problems occur and if they do or you have any concerns or complaints about your holiday when staying with us please contact the Park Reception team immediately who will respond to you as soon as possible. If, once you have returned from your holiday you still have any concerns or complaints, you can contact our guest care team via email at or by writing to us at Guest Care, Park Holidays UK, Glovers House, Glovers End, Bexhill-On-Sea, TN39 5ES. All complaints should be from the lead name on the booking and contain your booking reference number. Our guest care team will ensure your complaint is fully investigated and ask the park to respond to you directly within 14 days. All complaints should be registered within 21 days from the end of your holiday as otherwise we will not be able to consider the matter further.

  9. Cancellation by you
  10. Should you need to cancel a booking made directly through Park Holidays UK you should advise us immediately in writing by post or by emailing quoting your booking reference number and reason for cancellation. Your cancellation will only be effective as at the date we receive your written confirmation. Our cancellation charges are those detailed below unless you have taken out our ‘Cancellation Protection Plan’.

    Cancellation Charges should you NOT take Cancellation Protection Plan

    Period before arrival date: Cancellation charges as a % total cost
    More than 42 days Loss of deposit
    41 - 22 days 50%
    21 - 15 days 75%
    14 days or under 100%

    If you need to cut short your holiday after it has commenced, we regret that we are unable to refund any monies paid.

    Bookings made through 3rd parties or promotions are subject to the terms and conditions agreed at the time of booking.

  11. Cancellation or changes by us
  12. In exceptional circumstances, we may have to cancel or change some aspects of your booking. If we do so, we will tell you as soon as reasonably possible prior to your holiday date and you may choose to either:

    • 1. Accept the changes offered by us
    • 2. Receive a full refund
    • 3. Accept an alternative holiday with us at the same price.

    We do not pay compensation in circumstances where we have to cancel your booking including those arising from Force Majeure. Force Majeure means circumstances beyond our control including (but not limited to) industrial disputes, natural disasters, fire, technical problems, bad weather and acts of government. If you need to cut short your holiday after it has commenced, we regret that we are unable to refund any monies paid.

  13. Paying for your holiday
  14. A payment of not less than £30 is required as a non-refundable deposit at the time of booking. Any balance due shall be paid not less than 42 days (6 weeks) before your holiday start date. If payment is not made by this date then we will assume that your holiday has been cancelled and we may re-sell the holiday to another guest. Any monies paid up to this point will not be refunded. We reserve the right to pass on any costs or bank charges we incur if we have to resubmit a cheque for payment or a cheque is declined for non-payment. Cheques will not be accepted as a method of payment if your arrival date is less than 70 days from Park Holidays UK receiving the cheque. All Cheques should be sent to Holiday Support, Park Holidays UK, Glovers House, Glovers End, Bexhill, East Sussex, TN39 5ES.

  15. Prices
  16. All prices are current at the time of publishing and we guarantee that the price of your holiday will be as agreed and shown on your holiday booking confirmation. However we reserve the right to alter or amend our published prices so long as we notify you of any difference before you book. All prices shown are inclusive of VAT at the prevailing rate at the time of payment.

  17. Special offers and discounts
  18. Discounts and special offers may be made in conjunction with our published prices. The cost per holiday, after any discounts, will vary by grade and must be a minimum of £209 per week and £129 per short break. The cost per holiday of a Platinum Lodge, after any discounts, must be a minimum of £399 per week and £229 per short break. All discounts and special offers are subject to availability and may be withdrawn without prior notice.Details of Special offers can be found here. 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.

  19. Arrival and departure times
  20. Check-in and key collection will be open from 4pm . If you have booked a touring or camping pitch, check-in is from Midday. If you arrive after 6pm on your date of arrival it is likely that your welcome pack and keys will be left in the parks entertainment venue or bar. If you believe you are likely to arrive after 11pm on the day of your arrival then you must inform us. If you do not inform us and/or your intended holiday home or pitch is not occupied by 9am on the day after your arrival date we will treat your booking as cancelled and may re-let the holiday home to another guest. No refund will be paid in such instance. You are required to depart your holiday home by 10am on your departure date.

  21. Standard of behaviour on our parks
  22. Our parks are used primarily by families and we would ask that the behaviour of you and your party reflects this fact. Noisy, offensive or inappropriate behaviour or actions likely to cause harm to any other guest, members of our staff or anyone’s property at the holiday park will not be tolerated and we reserve the right to refuse entry to and/or eject any person who, in the reasonable opinion of the management of the park, does not comply with these standards of behaviour. No refunds will be issued in these circumstances. If, in the reasonable opinion of the management of the park, we believe that you or a member of your party may not comply with the above, on entry to the park, we reserve the right to refuse entry or not to hand over accommodation to any person or groups of persons at our discretion. In such cases a full refund will be issued to the lead name on the booking.

    All children must be properly supervised by parents or guardians throughout your holiday, including all park organised activities. We reserve the right to deny access to our facilities and/or any children’s activities if, in the reasonable opinion of the management of the park, we believe that any child or children will be unduly disruptive. Park Holidays UK will not tolerate physical or verbal abuse towards its staff. We have a zero tolerance policy and you will be asked to leave the park and/or accommodation immediately. In these cases no refund will be offered.

  23. Number of your party
  24. The total number in your party (including children and babies) must not exceed the maximum capacity of the accommodation as advertised. In most cases this will be no more than six or eight depending on the size of the accommodation concerned. In the event that these numbers are exceeded, we reserve the right to exclude or refuse entry to any or all members of your party from the holiday park. Where half or more of the party is aged between 17 and 25, you must tell us when you book. We have the right to refuse your booking or cancel after bookings have been checked and/or we reserve the right to refuse entry or not to hand over accommodation to any person or groups of persons at our discretion.

  25. VISOR
  26. We do not accept bookings from or allow anyone to stay on any of our holiday parks who is listed on the Violent and Sex Offenders Register (or any register which supersedes this). By making a booking, you are confirming that no one in your party is on this Register.

  27. Travelling alone or in a group
  28. Our holidays are designed with families and couples in mind. We don’t allow hen or stag parties. We may also refuse your booking or turn you away on arrival if you are travelling alone, or in a group where in the reasonable opinion of the management team of the park or management of the reservations team that you or your party may be unduly disruptive.

  29. Your holiday
  30. As our parks are holiday parks we do not accept bookings if you want to stay for work or use the park to travel to work or for residential use. All adults booked must appear on the electoral roll at the address given when booking or provide evidence of their permanent address such as a utility bill if requested. Commercial vehicles will not be permitted to enter our holiday parks. You must bring ID with you as you may be asked for this on arrival or during your stay.

  31. Groups
  32. Family and friends who live at the same address or know each other or who travel together will be considered as making a group booking even if they have made separate bookings. Group bookings (whether made by 1 person or a number of people) of 5 or more holiday homes or pitches must be made through our Allocations Team by calling 0343 178 7080. If this is not done, we will cancel any bookings that are part of a group booking. In this instance a full refund will be given. The lead booker for a group is responsible for the conduct of the other members of the group and for ensuring they comply with these terms and conditions. We may require the lead booker to provide a deposit as security in the event of any damage by any member of the group.

  33. Guests with specific needs
  34. Many of our holiday homes offer specific accommodation suitable for holidaymakers with wheelchairs or who may have mobility difficulties. However certain accommodation and locations may not be suitable. If your party includes someone with specific requirements please let us know at the time of booking.

  35. Allergies
  36. If any member of your party has an allergy to pets we would strongly recommend that you do not book accommodation which accepts pets. We cannot guarantee that pets have never occupied any of our accommodation.

  37. Smoking policy
  38. Smoking, e-cigarettes and vaping is not permitted in any of our holiday accommodations, if you smoke or vape in any of our accommodations you will be charged £100 for it to be specially cleaned. It is illegal to smoke or vape inside enclosed public buildings and you and other members of your party are requested to smoke only in those areas which have been clearly designated as such. Park Holidays UK does not allow the use of e-cigarettes or vaping inside enclosed public buildings.

  39. Pets
  40. Most dogs are welcome at our parks and in specific accommodations with a maximum of two dogs per booking. Some breeds of dog including those listed in the Dangerous Dog Act 1991 are not allowed. Please provide us with the details of the breed of your dog when you book with us. Other pets may be permitted at the discretion of the Park General Manager, please check when booking. There is a charge of £40 per week and £25 per short break per pet. Assistance dogs are exempt from these requirements and charges. Pets must be kept on a lead at all times and you must clean up after your pet. Pets (other than assistance dogs) are not allowed in any of our park facilities unless otherwise stated or play areas. Pets should not be left unattended in holiday homes or elsewhere on the park and must not be allowed on bedding or seating. If we reasonably believe your pet is causing a nuisance on the holiday park or causing damage to the holiday home you will be required to remove it from the park and/or we reserve the right to refuse entry.

    If you bring a pet to stay in an accommodation that has not been graded as pet friendly, you will be charged £60 for it to be specially cleaned.

  41. Special requests
  42. We will do our best to meet any special requests; however, we are unable to guarantee the fulfilment of these requests. Special requests do not form part of the booking contract and are not a condition of booking.

  43. Use of your holiday home
  44. You are required to take good care of your holiday accommodation whilst you occupy it. At the end of your holiday you must leave your holiday accommodation undamaged, thoroughly cleaned and tidy and free of all rubbish which must have been placed in the bins on the parks. By booking with us you agree that we have reserved the right to recover from you any costs or fees incurred by us for damage to any of our property caused by you or any member of your party. We may either, at our sole discretion, request the immediate payment of our reasonable costs during your stay, or charge the payment card details provided at the time of booking, or instruct a 3rd party to contact you after your stay to recover our reasonable costs. The reasonable costs we may incur if you damage our holiday accommodation are likely to include additional cleaning costs, costs for repair or replacement of anything damaged by you or any member of your party and may include a daily charge for any period the holiday accommodation is unusable due to damage. Should we be unable to process a payment against the payment card used to confirm your stay we will take legal action to recover the cost of damage sustained during your occupation. If you request we will send a breakdown of these costs to the address used for the booking. We reserve the right to enter your accommodation, at any reasonable time during your stay, in order to inspect the condition of the accommodation or without notice in the event of emergency.

  45. Your personal possessions
  46. The Company does not accept any responsibility for the theft or loss of your personal possessions whilst on our parks or whilst you are in your holiday home and you should take appropriate security measures to ensure against theft and or loss.

  47. Availability of facilities
  48. For health and safety reasons some of our facilities and activities have age and/or height restrictions. Please check these with us when you book. In our swimming pools, children under the age of 12 must be accompanied by an adult. All children under the age of 8 and all non-swimmers must be accompanied in the water by a competent adult and kept within arm’s length at all times. At busy times access to facilities may be restricted for health and safety reasons. We may operate session swims in our pools during periods of high demand. Occasionally we need to close or withdraw certain facilities (e.g. for safety, maintenance or other reasons beyond our control), in this case no refund or compensation will be offered.

  49. Entertainment
  50. The company will endeavour to provide the entertainment as advertised on our website and in your welcome brochure; however, at selected parks and during certain periods of the year, entertainment may be limited to weekends only. We reserve the right to alter or withdraw any facilities or programmed entertainment without prior notice.

  51. Your car
  52. You should comply with speed limits, parking and other traffic regulations on our parks. All vehicles are brought onto the holiday park at their owners risk and the Company does not accept responsibility for loss or damage to these except where it is caused by our negligence or fault. Our Parks are not currently designed to supply the electricity required to support vehicle charging. In addition to the additional load on the accommodation’s supply, there is an increased risk of electric shock and a trip hazard from any charging cables that would be in use. Although we are fully committed to doing our bit for the environment and welcome hybrid cars, we therefore have to insist that guests do not use the accommodation’s electricity supply to charge their vehicle.

  53. Marketing accuracy
  54. Whilst every care is taken to ensure that the details on our website are correct at the time of being published, the images shown are for illustration purposes only and the details may be subject to alteration from one park to another. The photography on our website is to be used as a guide and some might not be of the park itself. The ‘Out and About’ sections contain options for off-park entertainment. Please check with the operators for relevant opening times.

  55. TV filming and photography
  56. Due to the increasing popularity of Park Holiday UK holidays, we receive requests from TV and other companies to film or photograph on our parks. We also undertake our own promotional filming & photography. Every effort is made to ensure filming does not intrude into or affect any holiday activity and that it is clear to guests that filming/photography is taking place. We will not accept responsibility if, contrary to your wishes, you appear on film or in photographs and we are unable to make any financial award or payment of any kind.

  57. Data Protection
  58. The information you give us in connection with your booking is held securely on our computer system and dealt with in accordance with the Data Protection Act 2018. By providing us with this information you are deemed to accept this and to have the consent of all members of your party to this. We keep this information to help us improve our service to you and to provide you with information about our holidays and services by telephone, e-mail, post and SMS and to keep you informed of our latest news and offers. If you would prefer not to receive this information from Park Holidays UK then please contact us at Park Holidays UK, Glovers House, Glovers End, Bexhill, East Sussex, TN39 5ES. Further details relating to our privacy policy can be found on our website.

  59. Gambling Restrictions
  60. Any guest included in the booking that has self-excluded themselves from any other gambling premises must make themselves known to the management of the park, on arrival at the commencement of their stay. The Company will not accept any liability for any loss incurred by any guest who has self-excluded themselves from any other gambling establishment when they continue to gamble on park.

  61. Park Environment
  62. Some of our holiday parks have open water sources such as ponds, rivers, lakes or dykes. Please ensure you familiarise yourself with the park layout and supervise children and vulnerable adults appropriately. Our holiday parks are often located in rural areas, which may restrict lighting levels. Please take care to avoid accidents and consider using a torch if you are in any way uncertain about the lighting conditions in place. Please also take extra care on uneven ground and paths.

  63. Hot Tubs
  64. If you have booked accommodation that included a hot tub it will have been completely emptied, cleaned and refilled on the day of your arrival in order for us to maintain the required hygiene standards. Given the quantity of water involved, it may not be at the regular running temperature of between 37°C and 38°C until the evening of your arrival. For your health and safety reasons, we test your hot tub’s chemical and water quality twice a day and have to insist when using your Hot Tub you: Supervise all children between the ages of 5 and 16 years. No child under 5 years should use the Tub.

The Cancellation Plan will cover the following:

If you cancel your holiday less than 42 days (6 weeks) before the arrival date, we will refund you all the money paid, less the Cancellation Protection Plan cost, less a £40 administration charge providing you cancel under a qualifying reason – for qualifying reasons, see below.

Qualifying reasons for cancellation
    The following are ‘qualifying reasons’ for the purposes of this Payment Protection Plan:
  • Death, serious injury, admission to hospital, serious illness or diagnosis of serious illness of any member of your party or immediate relative of any member of your party.
  • Your redundancy or that of your spouse
  • Jury service or witness service in a court of law by you or any member of your party.
  • You or a member of your party test positive for Covid-19 in the 5 days leading up to your arrival.

The Cancellation Protection Plan will only pay out if these circumstances arose after the date you made your booking and affect your ability to take your holiday. You may be required to supply official documentary evidence to our reasonable satisfaction of their occurrence and the date they occurred. All cancellations must be sent to us in writing before 12.00pm on the day of arrival.

If you cancel without a qualifying reason

The Cancellation Protection Plan will not cover you in the event that you need to cancel for reasons other than one of the qualifying reasons shown above. For cancellation in such event, you should refer to clause 5 of our Terms and Conditions.

How to cancel

If you need to cancel your holiday with us, you must advise us by telephone immediately and send us written confirmation by post or email quoting your booking reference number. Your cancellation is effective from the date that we receive your written confirmation of cancellation and to ensure delivery we recommend that letters of cancellation are sent to us by recorded delivery.

How to contact us
If you need to contact us about your holiday or in connection with these terms and conditions, please contact our team on: 0343 178 7070 (standard rate call), email us at or write to: Holiday Support, Glovers House, Glovers End, Bexhill-On-Sea, East Sussex, TN39 5ES

Your cancellation is effective from the date that we receive your written confirmation of cancellation and to ensure delivery we recommend that letters of cancellation are sent to us by recorded delivery. Our cancellation charges are those detailed below unless you have taken out our "Cancellation Protection Plan".

Cancellation Charges should you NOT take Cancellation Protection Plan

    Period before arrival date
  • More than 42 days
  • 41-22 days
  • 21-15 days
  • 14 days or under
    Cancellation charges as a % total cost
  • Loss of deposit
  • 50%
  • 75%
  • 100%

If you need to cut short your holiday after it has commenced, we regret that we are unable to refund any monies paid.


Initial Disclosure Document

What is an Initial Disclosure Document?
The Financial Conduct Authority (FCA) is the independent regulator of financial services. The FCA require us to provide you with a document called an 'Initial Disclosure Document'. This document provides information about us, the products we offer, the services we  will provide, what we charge for our services, who regulates us and what to do if you have a complaint.

Who regulates us?
Park Holidays UK Limited and associated Park Leisure trading names are registered in England (Reg. No. 02434151). They are authorised and regulated by the Financial Conduct Authority (FCA) for consumer credit broking and effecting introductions to insurance providers  as an Introducer Appointed Representative under registration numbers 669336 & 717823. You can check this on the FCA’s register by visiting the FCA’s website or by contacting the FCA on 0800 111 6768. 

Delivering Good Customer Outcomes
Park Holidays UK limited is fully committed to treating our customers fairly and ensuring that the products and services we provide are suitable for their needs. We have regard to price and value of the financial products and services we offer and aim to provide good  consumer understanding and ongoing support to ensure we are and delivering good outcomes and ensuring that all our customer interactions are clear, fair and transparent and always having our customers best interests at the core of our business.

Which service will we provide you with?
The service we provide is on a non-advised basis, meaning we cannot give you advice or a recommendation. We will however, provide you with enough product information for you to make a decision on an informed choice basis. You will then need to make your own  choice about how to proceed. For finance products, you will receive the pre-contract credit information which will detail the Terms & Conditions of the product you have chosen, and it will also advise you about interest and charges relating to the product. 

What products do we offer?
Park Holidays UK Limited is a credit broker and not a lender and is also an Introducer Appointed Representative for insurance providers. We offer a limited number of finance products from a selected panel of lenders and can introduce you to a number of insurance  providers. We will only introduce you to these lenders or insurance providers. We do not offer independent financial advice. You are under no obligation to use the financial or insurance products that we offer, other providers may offer similar products that may  or may not meet your needs.

What will you have to pay us for our services?
We do not charge a fee for the introduction to finance providers or insurance providers.

Commission Disclosure 
We may receive a commission payment from the finance provider or insurance provider if you decide to enter into an agreement or policy with them. The amount of commission can be made available to you upon request over the phone and/or in writing.  The commission received does not affect the amount you will pay under your finance or insurance agreement.

Suitability and Affordability
We aim to support and tailor our service appropriately to those customers who may be particularly vulnerable due to their current circumstances or recent life events. If you have a disability, physical or mental health condition, feel vulnerable due to a change in  personal circumstances, or just need extra support please let us know and we will do our best to help you. You should make sure you have sufficient time and support to assess the information given to you and ensure the funding option offered is suitable for you and  meets your requirements. If you are unsure, please don’t hesitate to ask us for further explanations, help and support.

It is important that you only enter into an agreement if you can comfortably afford the repayments. You should assess the monthly payments you are required to make throughout the term of the agreement and ensure you can meet these and other current  obligations without suffering undue hardship. If you are aware of any changes in your life or your household circumstances, that may affect your ability to maintain your loan repayments, please make us aware. Your credit rating could be adversely affected if you do not  make payments when due which could make it harder or more expensive for you to access finance facilities in the future.

What to do if you have a complaint
The first step is for us to understand your complaint; you can contact us by:
• In writing: Park Holidays UK Ltd, Glovers House, Glovers End, Bexhill On Sea, TN39 5ES
• By phone: 01424 234234 
• By email: 

We will promptly acknowledge your complaint in writing, investigate your complaint and endeavour to send you a final response within 8 weeks of receipt of the complaint. If we are unable to provide you with a final response within this time, we will send you an update.  If you are not happy with our response, and you are an eligible complainant, you can escalate your complaint to the Financial Ombudsman, you must do so within six months of the date of the final response letter. You can contact them:
• By phone: 0800 023 4567
• By post: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
• By Email:

Terms and Conditions updated 10/07/2024