FAQs

These can be found at Terms and conditions

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!

Do the Parks have wifi?

All our Parks offer you complimentary wifi in your accommodation except for Par Sands where you can still get internet access in the Park Reception and Milos Italian Bistro.  The Holidays Team on the Park will explain to you how to access the free wifi when you arrive at the start of your holiday.

How many people can sleep in the accommodation?

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.

Do I require Holiday insurance and where can this be purchased?

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.

What is expected of me and my party on Park?

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.

How much is the deposit?

To secure your booking, an £80 deposit is required at the time of booking unless your reservation is made within 6 weeks of your arrival date in which case the full amount will be due.  Please note that deposits are non-refundable.

When do I have to pay the balance of my holiday?

All bookings made less than 6 weeks before the holiday start date have to be paid in full at the time of booking. If, however, you book more than 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.

What happens if I need to amend my holiday

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 before your initial scheduled arrival date on Park may constitute a cancellation if we cannot meet your new Park and/or date requirements.

What happens if I need to cancel my holiday?

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.

Days before your holiday starts

Refund entitlement

43 or more

Full refund minus your deposit or minimum loss of £80 per holiday home and £25 loss per touring or camping pitch

42-29

70% refund, minus your deposit

28-15

20% refund, minus your deposit

14-8

10% refund, minus your deposit

7 or fewer

No refund

What time can I checking in to my accommodation

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:

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.

What if I am going to arrive late?

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.

What time do I have to check out at the end of my holiday?

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.

Do I need to leave a security deposit?

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.

Where is smoking permitted on Park?

There’s no smoking of tobacco, e-cigarettes and vaporisers in any of our accommodations or public buildings and we require all guests not 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 hazard. However, if it is apparent that smoking has taken place in your accommodation, additional cleaning costs will be charged.

Do you supply cots and high chairs?

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.

Are dogs welcome?

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.

Are pets welcome?

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.

Do you have wheelchair friendly accommodation?

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.

Do you allow stag or hen parties?

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.

Do you allow Group bookings?

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

Can you accommodate people with food allergies?

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.

Can I re-heat baby food in your 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.

Who can use hot tubs?

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.

When can I use my hot tub?

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!

Where can I park my vehicle on Park?

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.

Can I charge my electric / hybrid vehicle on Park?

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.

What is included in my Touring & camping pitch fee?

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.

Do your Touring pitches accept awnings and pup tents?

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.

Lost property – what if I leave something behind?

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.

Can everyone use the swimming pool?

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:

For our non-lifeguarded pools:

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

How do I contact you to offer feedback?

Our mission at Park Leisure is to exceed your expectations from start to finish and we genuinely value your feedback as to how we can improve your experience with us.

We hope that there will be times when you wish to contact us to share your positive experiences but also accept that there are unfortunately times when things do not go according to plan and we do not meet your expectations.

If you have yet to travel you can…

  1. Call the Park you are travelling to directly, numbers can be found online and in our brochure.
  2. Email us at helpme@parkleisure.co.uk
  3. Call our Guest Services Team on 01904 786100 during business hours.


If you are on your holiday… 

Please let our Park Team know immediately of any concerns so that we can resolve any issues immediately and enable you to continue to enjoy your holiday as planned. If the Customer Care Team on Park cannot resolve the issue, they will put you in touch with the Park’s General Manager. As a last resort, please contact our Guest Services Team:

  1. Contact the Customer Care Team on Park
  2. Escalate to the Park General Manager if necessary
  3. Email us at helponholiday@parkleisure.co.uk
  4. Call us on 01904 786100 during business hours.


If you have now returned home…

… and still feel that the issue has not been resolved to your satisfaction, please put your complaint in writing to us giving us as much information about your complaint as possible. Depending on your preference, you can:

  1. Email us at helpbackhome@parkleisure.co.uk
  2. Write to us at: Guest Services
    Park Leisure Holidays 
    Unit 1, Tudor Court 
    York Business Park 
    Nether Poppleton
    York 
    YO26 6RS


You should do this within 28 days of returning from your stay, as we may not be able to consider a complaint if the evidence no longer exists.

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