Frequently Asked Questions
Planning your perfect UK holiday? We’ve gathered answers to some of the most common questions to help you make the most of your trip. You’ll find helpful information below.
How safe is my money once the holiday is booked?
Yes, we are very proud to say your money is 100% secure. When you book a break with us, unlike many travel companies, your money is kept in a totally safe and secure, independently audited Trust account.
Your money is held in this Trust account until you have returned from your break, meaning that should your break be cancelled for any reason and you are not interested in any alternative offers or breaks then your money can be returned to you.
For your total piece of mind, we will also give you the guarantee that if for any reason we cannot operate your break as planned and you are not interested in any of the alternatives, you will receive a full refund within 7 Days.
How late can I book my holiday?
Subject to availability you can make your booking right up to the day before departure, don’t worry about the paperwork, we will inform all the relevant people of your booking details.
Can I make special requests?
If you have any special requests for services not included in the holiday price – for instance low floor bedrooms or special diets – you must notify these to us at the time of booking. Please check these are detailed on your holiday tickets. We will do our best to provide for your requirement, however, special requests cannot be guaranteed.
Amendments/changes?
If for circumstances beyond your control (for example if you are unfit to travel due to illness or you are called for jury service) you are unable to go on the holiday you may transfer your holiday to another person provided you notify us as soon as possible. We shall be entitled to charge a £10 administration charge and to charge you for any other additional costs incurred by us as a result of the transfer of the holiday. Both you and the person to whom you transfer the holiday will be liable to us for proper performance of this Contract.
If you wish to change any other details of your break we will endeavour to meet your requirements so far as possible. In particular, if you wish to change the arrival date of your break, you must be outside 28 days of your existing departure date. For all changes we reserve the right to charge a £10 administration charge and to charge you for any other costs which we may incur as a result of your change.
All changes to bookings whether cancellation or amendments must be made by the lead name on the booking and by contacting us. If you have booked through an agent please contact them directly.
How do I make a complaint?
If you have any complaints during your break it is essential that you notify the supplier of the service as soon as possible. If you have not been able to resolve your complaint you should write to us, explaining what your complaint is about within 21 days after the holiday. Except in respect of death or injury caused by negligence, we regret that we cannot accept liability for any claims which you do not notify to us within 21 days..
What happens if damage has been caused at the accommodation?
During your stay, you may be liable for any damage you or a member of your party cause to the accommodation or its contents. Please inform the property owner as soon as possible so it can be rectified, and in time for the next guests.
Do I need to clean the accommodation before leaving?
Accommodations will be cleaned prior to your arrival, and we ask that the accommodations are left in a similar condition upon check-out.
Generally, there isn’t a cleaning charge for accommodations unless extra heavy cleaning is required after you leave, or you do not leave the accommodation and its contents as you found them.
Will I need to pay for heating/fuel etc?
Most accommodations offer inclusive electricity, gas, and heating, with no extra charges. If charges are required, they will be detailed within the accommodation description.
Can I take my pet?
You’ll find the ‘pets welcome’ symbol on each location description, indicating the numerous places that welcome pets. However, it’s worth noting that there may be some accommodations within these locations where pets are not permitted. To ensure a smooth and hassle-free experience, we recommend checking the property details before reaching out to us.
Are bed linen and towels provided?
Most accommodations will provide bed linen and towels at no extra charge and will be noted within the description. If any charges are required, they will be detailed within the accommodation description.
A small number of accommodations will require you to request bed linen and duvets, please check the accommodation description for more information.
Please note, we do not include any linen for cots.
Are barbecues permitted?
Some of our accommodations provide barbecues which will be advertised as part of the description.
Due to the location and type of accommodation, some sites have restrictions on the use of personal barbecues. Where these are permitted, these should be used safely and raised off the ground. Please contact us so we can check for your specific holiday location.
Who do I contact if I have an issue with my accommodation or I am unhappy with my holiday?
We hope you have the best experience, however, should you need assistance, please speak to the property owner/park reception in the first instance.
If you need any further support, please contact us.