FAQs

Coronavirus Policy - updated 2nd November 2020

Coronavirus policy - updated 2nd Nov 2020

'Stay at home' lockdown

(Updated 2nd November 2020)

Further to the Prime Minister’s statement on 31st October 2020, the Government has announced a four-week lockdown in England prohibiting any visitors from England travelling to our holiday parks from the 5th November until 2nd December 2020. All overnight stays and holidays will not be allowed during this period.

We apologise for the inconvenience caused and trust that you will be supportive of this approach from the Prime Minister and will be respectful of the decisions taken by the English Government.

Fire break period - Wales

(updated 20th October 2020)

Further to the First Minister’s statement on 19th October 2020, Wales have announced a 17-day ‘fire break’ meaning that the Welsh Government has prohibited any holidaymaker to holiday parks in Wales from 23rd October 2020 until 9th November 2020.

We apologise for the inconvenience caused and trust that you will be supportive of this approach from the First Minister and will be respectful of the decisions taken by the Welsh Government.

Latest restrictions in England can be found here: https://www.gov.uk/guidance/ne...

Latest updates in Wales can be found here: https://gov.wales/coronavirus-...


Coronavirus policy - updated 3rd August 2020

In accordance with Government guidelines, whilst on-park, all children must be supervised by an adult at all times to ensure social distancing is maintained.

For a full update, with the latest government advice, click here: https://www.gov.uk/government/...

Covid-19 working safely certificate

Holiday guest update - reporting suspected cases of Covid-19

(updated 31st July 2020)

To ensure the safety of all holiday guests, owners and our team, we would like to update you on the Government requirements with regards to reporting an outbreak of Covid-19:

Before you travel to our holiday parks;

Whilst on holiday:

Please ensure that you are fit and well before you travel. For the safety of all guests on park, and our team, Park Leisure have the right to refuse your stay if you are showing Covid-19 symptoms on arrival. We would also recommend that you have a plan in case you get ill while away – especially if you are travelling on public transport and need to get home quickly.

Our goal is to ensure the safety and comfort of all guest on park, ensuring everyone can relax and enjoy a holiday with us. If you have any questions or concerns, please contact your holiday park. All holiday park details can be found here: https://www.parkleisureholidays.co.uk/contact

We thank you for your support, together we are supporting our local community.

The Holidays Team


Coronavirus Policy - English Parks pool update.

Due to Government health and safety guidelines, although we are now permitted to open both the swimming pool and changing rooms, we are restricted in terms of the number of people who can use the facilities at any one time. A booking system will be in operation on the park to enable as many people as possible to enjoy some swim time during their stay.

Coronavirus Policy - updated 3rd July 2020

More Great News!

We are delighted to tell you that we are now able to welcome our Brynteg holiday guests back on park from the 11th July 2020, a little earlier than we first thought!

We are looking forward to you all enjoying your holiday homes again, and we can assure you that your holiday park, and team, will be ready and waiting for you on the 11th July. Please bear in mind that, due to the current Government instructions regarding facilities, a number of our facilities will not be open on the 11th July. We will continue to closely monitor all Government advice, sending you regular updates via email, our website and your owners lounge.

We thank you for your continued support and understanding, and we are looking forward to seeing you all soon.

For a full update, with the latest government advice, and to see our safety certificate, please click the link below.

https://gov.wales/coronavirus

Covid-19 working safely certificate

Coronavirus Policy - updated 23rd June 2020

We are delighted to tell you that we are now able to welcome holiday guests to enjoy a well-deserved holiday! The dates that you can holiday at our park vary for both England and Wales, please see below information for all parks;

Holiday Parks in England

We are pleased to welcome our guests back on park from 4th July 2020 to our parks in England: Littondale, Malvern View, Par Sands, Pentire Holiday Parks

Holiday Parks in Wales

We are pleased to welcome our holiday guests back on park from 13th July 2020 to our holiday parks in Wales: Brynteg Country & Leisure Retreat

We are very excited to welcome you to enjoy a safe and comfortable holiday with us. We can assure you that your holiday park, and team, will be ready and waiting for you on the dates stated above. We will also continue to closely monitor all Government advice, sending you regular updates via email, our website and social media.

Please bear in mind that, in line with the Government’s instructions, not all facilities will be available on park. We will open as many facilities as we can, and we will keep you informed on all changes to park facilities before the welcome back dates above.

We thank you for your continued support and understanding, and we are looking forward to seeing you all soon. If your holiday is affected by the dates above, our holiday team will be in touch with you.

Local lockdown restrictions

Coronavirus Policy - updated 12th May 2020

On the 10th May the Prime Minister set out the first stage of the Government’s plan to return to normal life, starting a phased process of easing the current lockdown restrictions, in a way that is safe and continues to protect our NHS. Following the further guidance, in a document published on the 11th May, the government have reiterated that we are currently unable to welcome holiday home owners and holidaymakers to our parks. The Government has extended travel for exercise purposes in England, to places of natural beauty such as recreational parks and beaches, unfortunately this does not include visiting a holiday park at this time. We would therefore request that our holidaymakers and owners continue to comply with the Government instructions regarding non-essential travel and therefore not to travel to parks until further notice.

At this time, our primary goal is to continue to protect the health, safety and well being of our teams, our owners, and our holidaymakers, whilst also fully adhering to all Government guidelines and supporting our valued local communities.

If you have any queries regarding an existing holiday booking with Park Leisure, please email holidays@parkleisure.co.uk and we will respond as soon as possible. Please note that, as we are working with a reduced team at the moment, our responses to your emails may take longer than usual.

We thank you for your continued understanding during these challenging and unsettling times.

For a full update, with the latest government advice, click here: https://www.gov.uk/government/publications/staying-alert-and-safe-social-distancing


Coronavirus Policy - Update 27th April 2020

Given the extension of the lockdown and since the Government has not yet advised of a date when the restrictions on non-essential travel will be reversed, unfortunately we are now advising all our holiday guests due to arrive on or before 28th June that we will be unable to welcome them to our parks. All affected guests will be receiving an email from us within the next 48 hours to explain what will be happening next and we thank you all for your patience and understanding during these very difficult times. For our Holiday Park Owners, we are hopeful that the government will readdress the restrictions for travel, with regards to travel to holiday homes, and will allow owners to return to park at a date earlier than that required for holidaymakers. We will keep you updated of any changes to the government’s guidelines as soon as they happen.

Coronavirus Policy - Update 14th April 2020

We hope you have all enjoyed the Bank Holiday Easter break. Since our last update on the 26th March 2020, there have been no change to government guidelines at this time. However, we wanted to reassure that we are closely monitoring the current situation, and we continue to strictly adhere to all government advice ensuring the safety of our owners, holidaymakers and team. As soon as we are notified of any changes from the government, we will inform you immediately via the appropriate channel: website, social media or email. We wish you all well, please do stay safe, and we look forward to welcoming you on park soon. A reminder from our 26th March update... We are very proud to play a key role in the local communities in which our parks are situated. Whilst the remoteness of these communities brings obvious advantages in terms of the natural beauty of the environment, it often also brings with it some challenges in terms of the provision of services, not least, health services. Therefore, to avoid placing additional strain on these limited services and jeopardising our local communities, we are currently unable to welcome holidaymakers to our parks from 23rd March up until and including 21st May 2020. If your holiday plans are directly affected by this decision, we will be on hand to help you to reschedule your holiday until later in the year. As a gesture of our goodwill, we will also be offering you a credit of up to £100* in addition to the value of your existing holiday. For guests who have booked a holiday through a promotional partner, we will find you a holiday of equivalent or greater value later in 2020. If you have a holiday booking due to arrive on or before 21st May 2020, our park teams will be in touch with you to amend your holiday booking. * terms and conditions apply

Coronavirus Policy - Update 26th March 2020_ Park Leisure closure to Holidaymakers

At Park Leisure we have continued to closely follow the Government’s guidelines with regards to Coronavirus advice for the UK. Whilst the advice relating to ‘unnecessary travel’ has been clear in how it relates to overseas travel, there has been significant ambiguity as to the implications for domestic travel. We are very proud to play a key role in the local communities in which our parks are situated. Whilst the remoteness of these communities brings obvious advantages in terms of the natural beauty of the environment, it often also brings with it some challenges in terms of the provision of services, not least, health services. Therefore, to avoid placing additional strain on these limited services and jeopardising our local communities, we are currently unable to welcome holidaymakers to our parks from 23rd March up until and including 21st May 2020. If your holiday plans are directly affected by this decision, we will be on hand to help you to reschedule your holiday until later in the year. As a gesture of our goodwill, we will also be offering you a credit of up to £100* in addition to the value of your existing holiday. For guests who have booked a holiday through a promotional partner, we will find you a holiday of equivalent or greater value later in 2020. If you have a holiday booking due to arrive on or before 21st May 2020, our park teams will be in touch with you to amend your holiday booking. * terms and conditions apply

Coronavirus Policy - Update 24th March 2020

Throughout the Coronavirus outbreak, our goal has been to protect the health, safety and well being of our teams, our owners and our holidaymakers at the same time as adhering fully to all government guidelines and ensuring that we protect and support our valued local communities. Further to the Prime Minister’s statement of 23rd March 2020, we are currently unable to welcome holidaymakers to our parks, and would ask that owners comply with the government instructions and do not travel to parks until further notice. We trust that you will be supportive of this approach and are respectful of the decisions taken in these challenging times. Thank you

Coronavirus Policy - Update 22nd March 2020_ Park Leisure closure to Holidaymakers

At Park Leisure we have continued to closely follow the Government’s guidelines with regards to Coronavirus advice for the UK. Whilst the advice relating to ‘unnecessary travel’ has been clear in how it relates to overseas travel, there has been significant ambiguity as to the implications for domestic travel.

We are very proud to play a key role in the local communities in which our parks are situated. Whilst the remoteness of these communities brings obvious advantages in terms of the natural beauty of the environment, it often also brings with it some challenges in terms of the provision of services, not least, health services. Therefore, to avoid placing additional strain on these limited services and jeopardising our local communities, we are currently unable to welcome holidaymakers to our parks from 23rd March up until and including 27th April 2020.

If your holiday plans are directly affected by this decision, we will be on hand to help you to reschedule your holiday until later in the year. As a gesture of our goodwill, we will also be offering you a credit* of up to £100 in addition to the value of your existing holiday. For guests who have booked a holiday through a promotional partner, we will find you a holiday of equivalent or greater value later in 2020.

If you have a booking with us, please contact your chosen park to amend your holiday plans. Our park contact details can be found on your holiday booking confirmation or at www.parkleisureholidays.co.uk. We expect our phone lines to be busy so please do bear with us.

* - conditions apply

Coronavirus Policy - Update 20th March 2020

Throughout the Coronavirus outbreak, we have assured our team and guests that we will take every step to ensure their wellbeing on our parks.

In response to the updated government guidance we are making some changes to make your stay as safe and secure as it can possibly be. I am sure you will be supportive and understanding of the changes we are required to make.

The following changes to our parks take effect from 21st March 2020:

We are all still being encouraged to both observe social distancing and to keep ourselves healthy. Outside exercise is extremely important and is being encouraged by the authorities as long as we all respect the space of others doing likewise. Our Parks remain open as a gateway to the amazing areas of natural beauty in which they are located and our teams are well placed on advising you about spectacular coastal walks and rural rambles available from or within easy reach of our ‘front doors’.

Finally, the very nature of our parks with their wide-open spaces and generous distancing between all of our self-catered holiday homes ensures that we can all adhere to the advice regarding social distancing.

Thank you for continuing to observe this guidance and of your support for our local communities.

Coronavirus Policy - Updated 18th March 2020

We would like to reassure you that as a responsible employer and holiday park operator the health and wellbeing of everybody who works at or visit our parks is our primary concern.

There are many reasons why you may choose to become part of the Park Leisure family; our stunning remote locations away from busy crowds; the peace and quiet resulting from the absence of large arcades and entertainment venues; the personal service from our dedicated Team and the spirit driven by our desire to support our local communities.

Since last Friday, 13th March the Government has updated its advice relating to Coronavirus. At this time, we remain open for business. On our parks with pools, leisure facilities and eateries, they are ready to welcome our guests, and our team looks forward to meeting you shortly. We are however making some changes to make stays as safe and secure as possible, and these are outlined below.

We continue to take all appropriate steps to make sure the risk of the virus entering one of our parks and our York support centre is reduced as much as possible.

We are:

The responsibility in keeping our parks free of the virus has to be a collective one and we ask all guests and visitors to strictly adhere to the following guidelines:

If you are unsure whether you should visit one of our parks, please contact your Park Customer Care Team who will check the latest UK Government and UK Medical Officers advice and update you accordingly. All relevant contact details can be found on the website.

What facilities will be open during my holiday?

Your holiday booking guarantees you a great holiday in a caravan of the specification you have booked.

We also 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.

Facilities:

Our facilities will operate in accordance to government guidelines, you can find all information regarding any changes to our facilities and opening hours on the pages listed below;

Activities and Leisure:

https://www.parkleisureholidays.co.uk/the-park-leisure-experience/activities-facilities

Food and Drink Venues:

https://www.parkleisureholidays.co.uk/food

If you are a holiday guest, our park will be in touch with you to rearrange your holiday with us. Rest assured that we will be happy to reschedule your booking, finding you a new date within 12 months of your original arrival date, to ensure you don’t miss out on your well-deserved break. See www.parkleisureholidays.co.uk/faqs for more information.

Below is a list of all COVID related updates with handy links to find out more. We will endeavour to keep this page as up to date as possible, but we must stress that it is the responsibility of our owners and holidaymakers to check all rules before travelling to our parks, and during your stay, to ensure that you remain compliant to the Government Guidelines in relation to Covid-19 and follow our rules on park.

Our park rules can be found here: www.parkleisure.co.uk/park-guides.

Latest restrictions in England can be found here: https://www.gov.uk/guidance/ne...

Latest updates in Wales can be found here: https://gov.wales/coronavirus-...


Following the end of the ‘Fire break’ Lockdown in Wales, our normal park facilities will resume as follows…

Brynteg Coastal & Country Retreat

Food & Drink:

The Old Boathouse:

Leisure:

If you have any queries about facility opening times please contact the Brynteg team on 01286 873100

Following the end of the ‘Stay at Home’ Lockdown in England, our normal park facilities will resume as follows…

Par Sands Coastal Holiday Park

Food & Drink:

Enjoy the Par Beach Cafe, our opening hours are;

Leisure:


Due to Government health and safety guidelines, although we are now permitted to open both the swimming pool and changing rooms, we are severely restricted in terms of the number of people who can use the facilities at any one time. A booking system will be in operation on the park to enable as many people as possible to enjoy some swim time during their stay.

If you have any queries about facility opening times please contact the Par Sands team on 01726 812868

Where do I find a copy of the Terms and Conditions relating to my Holiday?

These can be found at Terms and conditions

What time can I check 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 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.

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.

Can friends and family visit whilst I am on my Holiday?

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.

Do you provide linen?

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 not provided at any Park other than Littondale.

Do the Parks have wifi?

All our Parks offer you complimentary WiFi either in your accommodation or at various hot spots across the park. Par Sands has internet access in the Reception and Par Beach Cafe while Brynteg has access at The Country Club and Reception. Pentire has basic WiFi across the park. The Holidays Team on your chosen 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 £50 deposit is required at the time of booking unless your reservation is made within 4 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 4 weeks before the holiday start date have to be paid in full at the time of booking. If, however, you book more than 4 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 28 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

29 or more Full refund minus your deposit or minimum loss equivalent to the deposit paid to reserve your holiday home and £25 loss per touring or camping pitch

28-22 70% refund, minus your deposit

21-15 20% refund, minus your deposit

14-8 10% refund, minus your deposit

7 or fewer No refund

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!

Park Leisure Price Promise

If prior to your holiday start date you see your holiday at a lower price, contact us on 0330 100 6633 (sames as a local rate call) and one of our advisors will apply any adjustment to your booking, assuming that the price seen remains available. The refund is subject to the holiday being for the same park, arrival date, duration, accommodation type and these still being availability to book. The price guarantee only covers the original holiday booked on park or online and excludes any amendments. Offers through third party-promotions are excluded.

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.

How to redeem a promotional code

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:

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

Why book with us? Something you should know about holidays sold privately.

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 direct 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 – we think this is one of the best examples - https://www.independent.co.uk/travel/news-and-advice/7-ways-to-spot-holiday-scams-villa-rental-fraud-fake-companies-online-travel-agent-a7586486.html

N.B. All holiday home images are for visual purposes only. All holiday homes will be provided according to the grade booked, however the holiday home model may vary upon arrival.

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