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Frequently Asked Quetions

Take a look below at some useful FAQs

To speak to our friendly holiday team and pay the balance of your holiday please call 08081 963 702.

We hope that during your holiday you will be able to enjoy as many of our other facilities as possible. Please note that outside of the peak season dates, we won’t have quite as much going on at most of our parks. This means that some of the facilities may well be withdrawn and is a reason why those holidays cost less. Regardless, the price you pay us is for the holiday accommodation only, any facilities on-park are provided to you as a complimentary service. Unfortunately, we do not promise they will be open. For example, it may be that the law and our own health and safety risk assessments tell us we cannot open them safely. Therefore, we may need to close them at short notice. As you will still be receiving the holiday you have booked with us, and we have not promised these complimentary facilities will be open, you will not be entitled to cancel or to receive any compensation if they are closed.

Your health and safety, and the health and safety of our other customers and our team, are our number one priority. If we are not able to provide your holiday because we have had to close the park for health and safety reasons, then you may choose to re-book at no additional cost or to receive a refund from us.

Check-in times vary, depending on where you’re staying and the type of accommodation you have chosen. The actual time you can check in will be printed on your holiday confirmation. As a guide, typical check-in times are as below:

Touring and camping guests can check in from 12 noon.
All other accommodations check in from 4pm

On your arrival day, if you arrive before your check-in time, from 10am you are welcome to relax and enjoy the Park until your accommodation is ready for you.

Check out for all holidays, including Touring, is at 10am to allow us the opportunity to maintain our high standards of accommodation cleanliness. Having checked out, if you fancy using the Park facilities, you are invited to do so up until 3pm.

If you are planning to arrive after 5pm when our Reception closes or are running late, please let the park know in advance so we can make alternative arrangements for your arrival. If you do not arrive on the date on your booking confirmation and you have not informed us otherwise, we will assume that you have chosen to cancel your holiday with us.

Only the people named on the booking confirmation can stay overnight in our caravan holiday homes, on our Touring pitches and use the Park facilities. If guests wish to spend the day with you on Park then please speak to the Team on Park who will advise whether this is possible. Their decision will be based on how busy the Park is and how many guests wish to spend the day with you.

All our accommodations have linen provided and your beds will be made up for you…… after all, you are on holiday! Please note that towels are only provided in the following accommodations -

Sanctuary Lodges
Glamping Pods at Littondale
Cottages at Malvern and Brynteg

All our Parks offer you complimentary Wi-Fi either in your accommodation or at various hot spots across the park. However, please note that due to the countryside or coastal locations of our parks, Wi-Fi signal is limited and Wi-Fi access cannot be guaranteed. The Holidays Team on your chosen Park will explain to you how to access the free Wi-Fi when you arrive at the start of your holiday.

The total number of people coming with you (including children and babies) must not be more than the actual berths in your caravan holiday home, typically this will be between four and up to a maximum of eight people. For details of what sleeps how many, please refer to the accommodation section of our website. Please note that any additional guests over the maximum permitted will unfortunately be turned away at check-in.

We do not offer holiday insurance products however, for your peace of mind, we strongly advise that you take out suitable holiday insurance covering cancellation, medical and personal possessions as a minimum for the duration of your stay with us. Most insurance providers do offer travel products and the various policies can be easily compared online. Alternatively, your local Travel Agent or even the Post Office will be able to talk to you about Travel insurance.

We want you to have an exceptional holiday and equally we wish the same to all other guests that stay with us throughout the year. With this in mind, we ask that you look after our accommodation and facilities so that other people can enjoy them with and after you. In the unlikely event that you cause any damage, please tell a member of our Team straight away so we can sort it out for everyone’s benefit. We expect everyone on Park to treat others respectfully and do not tolerate any behaviour that in our opinion is likely to upset other guests.

To secure your booking, an £30 deposit is required at the time of booking unless your reservation is made within 42 days (6 weeks) of your arrival date in which case the full amount will be due. Please note that deposits are non-refundable.

All bookings made less than 42 days (6 weeks) before the holiday start date have to be paid in full at the time of booking. If, however, you book more than 42 days (6 weeks) before the start of your holiday, you can either pay the full amount or a deposit with your balance due date being clearly indicated on your holiday confirmation. It is your responsibility to ensure that you clear the balance by the date stipulated since failure to do so will lead to your holiday being cancelled and you will not get any monies already paid refunded.

Circumstances change so it may be that you need to alter your booking in which case we will try our best to meet your new requirements. If it is possible to make the requested change(s) it may result in your holiday costing more and you will be liable for this increase. Please bear in mind that there is a £20 admin fee for all changes and a change of park or dates within 42 days (6 weeks) before your initial scheduled arrival date on Park may constitute a cancellation if we cannot meet your new Park and/or date requirements.

We sincerely hope that you don't need to cancel your booking however, if you do, please call our Holidays team on your chosen Park as soon as you know so that we can try to offer you alternative options, for example we may be able to change the date of your holiday. Depending on how close you cancel to your planned holiday start date, you will otherwise receive a refund according to the amounts detailed in the following table, paying your refund to the card you used to make your booking or send you a cheque.

As an independent traveller to our holiday parks, you must ensure that you have the correct travel insurance for your holiday booking, including cover for Covid-19. Park Leisure is not liable for any changes in your holiday due to Covid-19 or Government restrictions imposed, including being unable to travel due to Track & Trace Isolation. Please refer to Park Leisure’s cancellations and refund policy.

Refund entitlement:

More than 42 days - Loss of £20

41-22 days - 50%

21-15 days - 75%

14 days or under - 100%

Typically not, however for reasons that would be clearly explained to you, we may ask you for a deposit when you check in that we will gladly return once your holiday is finished provided your accommodation is clean, tidy, and undamaged.

There’s no smoking of tobacco, e-cigarettes and vaporisers in any of our accommodations or public buildings and we require all guests not to partake in these areas. We do have clearly signposted outdoor smoking areas outside the public buildings and politely ask you to smoke outside of the accommodation and away from any fire hazards. However, if it is apparent that smoking has taken place in your accommodation, additional cleaning costs will be charged.

Fitting a standard sized travel cot in the bedroom of a holiday home is not always possible meaning that it may be necessary to position the cot in the living room. If you need a cot or highchair, you can add this to your booking.

We welcome up to 2 well-trained dogs in designated accommodation and on our Touring facilities however we do not allow any dogs listed under the Dangerous Dogs Act which include Pit Bull Terriers, Dogo Argentinos, Fila Brasileiros and Japanese Tosas. Your dog is your responsibility so if your dog is noisy or misbehaves we may be forced to ask you to remove them to kennels at your own expense. Therefore, we ask that your dog is kept on a lead and that a responsible adult is looking after him/her at all times. To this end, we require that pets are not left alone in any accommodation at any time. Please bear in mind that you won’t be able to take your pet into our restaurants and public areas unless he/she is a Registered Assistance Dog.

We are pet friendly…… up to a point! So, if you wish to bring pets other than dogs (please see question relating to acceptable dog breeds), please contact your chosen Park before you book to see if it is possible to bring your specific pet with you on holiday.

If you have special requirements or are travelling with someone who does, we do have some specially adapted caravan holiday homes and our Park Teams can give you advice and information as to their suitability. Please note that since Registered Assistance Dogs are permitted in all of our holiday homes and in all areas of our parks, we cannot guarantee that we’ve never had any dogs in our accommodation.

No. We want to give you and everyone else at the park a great holiday and so our holidays are designed with families and couples in mind. We don’t allow hen or stag parties.

We welcome groups consisting of family members and/or adult couples.

Our Food & Beverage Team Members are trained in food allergen awareness. If you have a food allergy or special dietary requirement, please talk to one of our team members before ordering your food. We will give you as much information as we can about the ingredients and how the food is prepared so you can make an informed decision about whether to or what to order in our bars and restaurants

Due to the strict terms of our food safety policy, we apologise that we are unable to reheat baby and infant food for you. However, we will happily provide hot water and a microwave, so that you can prepare your children’s food according to your child’s exact preferences.

We invite occupants up to the number of seats in your specific tub. The occupants can be adults and supervised children between the ages of 5 and 16 years. No child under 5 years should use the Tub. You must not exceed the maximum number of people permitted as this puts strain on the tub and its chemical & filtration system. Please note that we ask you not to use a hot tub if you are pregnant . If you suffer from heart disease, diabetes, high or low blood pressure or any other serious illness, please consult a doctor prior to use. Also, avoid use if you are under the influence of alcohol or recently eaten a substantial meal.

We kindly ask all guests to keep noise to a minimum after 10pm and that hot tubs are not used after 11pm or at any time during stormy weather!

We’ll do our best to give you a parking space next to your caravan holiday home or pitch but although the vast majority have adjacent parking, we can’t always guarantee this. Also, if you are planning to bring a large commercial vehicle, trailer, boat or jet ski for example, you will require consent from the Park so please check with your chosen park before you book. Unfortunately, some parks quite simply don’t have the space.

We are planning to introduce electric vehicle charging points, but currently our Parks are not 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 up their vehicle.

You are entitled to bring one tourer, motorhome, tent or trailer tent onto each pitch. If yours is on the large side please let us know when you book so we can to help fit you in. Additionally, the prices we quote are per pitch for up to 2 guests and there is a charge for additional guests up to a maximum of 6 payable at the time of booking.

Most of our pitches can accept awnings and pup tents (chargeable at the time of booking) however we ask that neither you nor a member of your party sleeps under the awning.

We have all done it, so contact us as soon as you realise that you have misplaced something and we will do our best to relocate it although we are not liable if this isn’t possible or if the item is damaged. If we find it, we’ll return it to you, but depending on the size or nature of the item, you may have to cover the postage costs.

With your health and safety in mind, we do have a few important rules designed to keep you safe. We operate several pools across our parks and depending on size, some are lifeguarded and others are not. The following age restrictions are in place:

For our lifeguarded pools:

No unsupervised children under 12 years are allowed
0-3 year olds to be accompanied in the water by a responsible adult at the ratio of 1 adult to 1 child
4-7 year olds to be accompanied in the water by a responsible adult at the ratio of 1 adult to 2 children
8-11 year olds to be accompanied in the water or pool side by a responsible adult at the ratio of 1 adult to 2 children

For our non-lifeguarded pools:

No unsupervised children under 15 years are allowed
0-3 year olds to be accompanied in the water by a responsible adult at the ratio of 1 adult to 1 child
4-7 year olds to be accompanied in the water by a responsible adult at the ratio of 1 adult to 2 children
8-14 year olds to be accompanied in the water or pool side by a responsible adult at the ratio of 1 adult to 3 children. The accompanying person must be a responsible adult who is at least 16 years old and is able to swim. For all non-swimmers, irrespective of age, the ratio of 1:1 applies and the accompanying person must be in the water providing direct supervision with the non-swimmer.

Regardless of the presence of lifeguards, you remain responsible for the behaviour and safety of all the children in your party at all times.

Occasionally we will offer promotional codes to give you a discount off your holiday. If you have a promotional code, you apply it simply by entering the code, when prompted, before you pay for your booking.

Important info for your discounted booking: If an offer is applicable to all holidays, we'll apply this automatically. Only 1 promotional code can be applied per holiday, so if you enter a new promotional code against an already discounted booking, we’ll always give you the best price.

How to use your code:

    Search for availability and select your preferred holiday
    Enter your code in the 'promotional code' box before you pay
    Tap 'Redeem Code' and the price of your holiday will automatically be updated with your discount
    Then simply complete your booking, and enjoy your Park Leisure experience
    PLEASE NOTE: Promotional codes apply to new bookings only and are ONLY valid at the time of booking and cannot be applied retrospectively.

On some of our parks we allow owners to let out their holiday home privately and this can be an alternative way to spend some time with us. Please remember however, that a private letting arrangement is made directly with the owner and we have no involvement in the booking and have no control over the quality and cleanliness of the holiday home you are renting. You will need to raise any questions about your holiday rental with them and not with us. And, as with any holiday booking, please make sure that you are dealing with a genuine owner and that both parties understand the deal. There is lots of good advice online – one example you can read here.

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Park Leisure 2000 Limited, Park Leisure 2000 (Cornwall) Limited and Park Leisure 2000 (Northumberland) Limited which are all registered in England (Reg. No’s 03352005,05262097 & 04268282) and are authorised and regulated by the Financial Conduct Authority (FCA) for consumer credit broking and general insurance & introduction activities under registration numbers 668081, 660778, 660777, 413870, 472809 & 414279