Check-in and check-out times can vary by accommodation, but most properties allow check-in from 4pm and check-out by 10am.

To view the exact times for your booking, please log in to My Account or check your confirmation email.

If you’ve misplaced your confirmation, you can request a new one by logging in to My Account.

If you are planning on arriving later than your check in time, please follow the instructions on your holiday documentation, to make arrangements for the collection of keys.

For some locations, late arrival information can be viewed in My Account. 

If you’re arriving later than planned: First, check the key collection instructions in My Account — some locations include details for late arrivals.

If no additional information is provided and you expect to arrive later than planned, please contact the holiday park or keyholder as soon as possible to let them know your new arrival time. They’ll do their best to accommodate you.

If your property has a key box and you already have the access code, there’s no need to contact the owner, you'll be able to do self check-in on arrival.

For any further help, please get in touch with us and we’ll be happy to assist.

Travel instructions will be sent to you 2 weeks prior to your arrival, this information is also available on My Account.

To see everything that’s included with your holiday, log in to My Account and click on your booking. You’ll find a full overview of all the details related to your stay.

You can also view this information on the accommodation’s description and features page by clicking the property link in your booking details. This page provides a detailed breakdown of what’s included with your chosen accommodation.

Accommodations that display the paw symbol (🐾) with a 1 or higher at the top of the property description accept dogs. Accommodations showing a 0 next to the paw symbol do not accept pets. When booking, make sure to note the number of dogs in your party size. If you’ve already booked, you can add them later through MyAccount.

Please note that in some locations, certain parts of the property or park may not allow pets even if your accommodation does. To avoid disappointment, we recommend checking the property details carefully before contacting us.

Unfortunately, we’re unable to accommodate pets other than dogs.

Pet policies apply to pets only, not service animals. Service animals are welcome in accordance with local law. However, we recommend selecting a pet-friendly property if you’re travelling with a service animal, as these homes are typically better equipped — for example, they may avoid features or plants that could be unsafe for dogs.

Where possible, we include key accessibility features in the accommodation description or features list. You can also use the “Wheelchair accessible” filter in your search if you use a wheelchair. If you have specific requirements, please contact us for further assistance.

Most accommodations include bed linen and towels at no extra cost, which will be noted in the property description. If there are any additional charges, these will also be shown there.

Some accommodations require guests to request bed linen or duvets in advance, so please check the property description for details.

Please note that cot linen is not provided.

Some of our accommodations include a barbecue, which will be mentioned in the property description.

In certain locations, the use of personal barbecues may be restricted due to local regulations or the type of accommodation. Where permitted, barbecues must be used safely and kept raised off the ground.

If you’re unsure, please contact us and we’ll confirm the rules for your specific holiday location.

To determine if your accommodation offers Wi-Fi, please refer to the accommodation description or available features. It will clearly indicate whether Wi-Fi is available or not. You can view this on My Account.

Please keep in mind that even if Wi-Fi is advertised, we cannot guarantee the network conditions or that it will be "unlimited".

Most accommodations can provide cots and highchairs, which you can add as extras when making your booking.

If you’ve already booked, you can add these items through My Account. Please note that additional charges may apply.

Cot linen is not provided, and all cots and highchairs must meet British or European safety standards.

Sites and accommodations that include designated EV charging points will be advertised and the site or accommodation description will include information of additional charges or power levels if applicable.

Charging is not permitted where an accommodation does not have a dedicated EV charging facility therefore, we recommend that you use charging stations in the surrounding area.

You can find information about local attractions, amenities, and points of interest in the property descriptions on our website.

Many owners also provide a welcome pack on arrival with more details about things to see and do in the area.

Where fishing is advertised as part of the location facilities, a rod licence will be required and is a legal requirement for anyone 13 years or over who wishes to fish in inland waters in England and Wales. Any further restrictions will be detailed upon arrival of your holiday.

Numerous parks, lodges, and boatyards offer complimentary parking located next to or near the accommodation. In the case of cottages, specific parking information will be available on the property description, and you can easily access it through My Account.

Some parks offer on-site activities — please check the park details before booking.

If activities are available, you’ll find instructions on how to book them in My Account or directly on the park’s website.

Some parks have on-site restaurants, which are often bookable upon arrival.

For more information, please check the “At this location” section in the property description, access the details through My Account or the park’s website.

Most parks and accommodations that have a swimming pool make no charge for using the pool unless otherwise indicated. For Cottage holidays, not all pools have exclusive use, therefore please check the description for further details. Please note, some locations require pre-booking of swimming slots during busy periods. Outdoor pools are usually open from May until September (check description for limitations). 

Children must be always supervised by an adult.

Your accommodation will be cleaned before you arrive, and we ask that you leave it in a similar condition when you check out.

There’s usually no cleaning fee unless extra heavy cleaning is needed after your stay, or if the accommodation and its contents aren’t left as you found them.

Most accommodations include electricity, gas, and heating at no extra cost.

If any additional charges apply, these will be clearly stated in the accommodation description.

We really value your feedback and would love to hear about your holiday experience. After you return home, you’ll receive an email invitation from us with a link to share your feedback about your holiday.

Your review is incredibly important; it helps future guests make informed decisions and supports property owners and parks in securing future bookings.

We take the integrity of our reviews seriously and follow strict practices to ensure they reflect real guest experiences. All of our guests are emailed after their holiday with an invitation to review their stay and to provide ratings out of 5 on certain topics, and which formulate an overall score out of 5 based on the averages. These reviews are handled by a third-party supplier (Feefo) and are then published on our website. All reviews published on our website are from verified guests who have booked and stayed with us; we do not allow property reviews from anyone who hasn't completed a stay. We never write or edit reviews ourselves, and we do not commission or incentivise others to leave reviews. We allow property homeowners the opportunity to respond to reviews. We publish both positive and negative reviews, and will only remove reviews (or owner responses) if they breach Feefo’s “Content moderation guidelines” (available on their website), for example if they are fake or fraudulent, or contain personal information or inappropriate language.

If you realise that you have left something behind at the accommodation, we recommend reaching out to the park or owner as soon as possible. They will be able to assist you in retrieving your lost item.

If you require additional support, please don't hesitate to contact us. It's important to note that while we are here to help, we cannot be held liable for any lost possessions.

We are a Member of ABTA - membership numbers Y0662 (Accommodation only sales) and L4801 (Package holiday sales) which means you have the benefit of ABTA’s assistance and Code of Conduct. We provide financial protection for your money when you buy a package holiday. If you buy other travel arrangements such as accommodation only or boat only this protection doesn’t apply. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you ABTA’s scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute.

If you’d like to change the dates of your holiday, you can do so up to 10 weeks before your departure date by logging in to My Account.

A £35 amendment fee applies, in addition to any difference in the cost of your holiday.

You can extend your stay online through My Account. However, if you’d like to shorten your stay, please chat with our Customer Support team, who will see if it is possible to accommodate.

If you wish to cancel your Lodges, Parks or Cottage stay, you can do so online by logging in to My Account and selecting the booking you wish to cancel.

Please note that cancellation charges may apply. To view the exact fees, click “Cancel” to see a quote. If you decide not to go ahead with the cancellation, you can simply return to your booking.

If your full balance hasn’t been paid and your travel date is more than 10 weeks away, you may have the option to change your holiday dates instead. To check availability, log in to My Account, select your booking, and click “Change dates.”

You can update your contact details on My Account.

To make a payment simply log in to My Account where you will be able to pay the outstanding balance of your holiday or make partial payments.

• You can view the exact balance due date for your holiday by logging in to My Account.

• In most cases, your balance is due 6 weeks before arrival.

• For accommodations that sleep 10 people or more, the balance is typically due 8 weeks before arrival

The quickest and easiest way to pay is securely online using a debit, credit card or Apple Pay through our payment service in My Account.

If you have a discount code, please book through the discount provider’s website, or enter your code during checkout if it was issued by us. Unfortunately, we can’t apply discounts after a booking has been made, so please make sure to add it at the time of booking.

Once you have received your discount code from Tesco, you can book online via the Tesco Clubcard website with your £50 or £90 voucher. Click here to book. Your Tesco voucher needs to be redeemed at the time of booking; unfortunately, they cannot be redeemed against bookings that have already been confirmed.

We’re sorry, if you are looking to purchase vouchers, due to ongoing technical issues, we’re currently unable to offer this service both online and over the phone.

The deposit amount isn’t fixed — it depends on the total cost of your holiday and the type of accommodation you choose. In most cases, the deposit is 20–35% of the total booking cost.

When booking more than 8 weeks before your arrival, you’ll normally secure your holiday with a standard deposit based on the price of your booking. For some holidays, a low-deposit option may also be available.

• Standard deposit: Typically 20–35% of the booking cost.

• Low-deposit option (when available): Allows you to pay a smaller upfront amount. If you cancel before your balance is due, you will need to pay the difference between the low deposit and the standard deposit.

When is the full balance due?

• For most holidays, the full balance is due 6 weeks before arrival.

• For properties that sleep 10 people or more, the balance is due 8 weeks before arrival.

Your exact deposit amount and balance-due date will be shown during the booking process and clearly displayed on your booking summary before you confirm your holiday.

With Low Deposit, you can secure certain holiday bookings with a much smaller upfront payment than the normal deposit. The low deposit can be as little as £25 — but this only applies when the property participates in the Low Deposit offer and your booking meets the eligibility requirements.

We recommend reading the Booking Conditions before making your booking. It's important to note that if you choose to cancel, standard cancellation charges will still apply.

Some accommodation owners may request a security deposit, this is a retainer to cover for any accidental damages that may occur. The accommodation description or additional information will highlight any required deposits and to who/when the payment should be made.

Documents may take up to 1 hour to be sent to your email address, if you haven't received the email after an hour, please make sure to check your spam and junk folder. Sometimes, the email might be filtered into these folders by mistake.

To have your holiday documents resent, please log in to My Account and select the option "resend confirmation".

To have your holiday documents resent, please log in to My Account and select the option "resend confirmation". Documents may take up to 1 hour to be sent to your email address, if you haven't received the email after an hour, please make sure to check your spam and junk folder. Sometimes, the email might be filtered into these folders by mistake.

Your insurance documents can be accessed via this link here.

If you experience any issues during your stay, please speak to the property owner or park reception first, as they can usually resolve things quickly on-site.

If you still need help after speaking with them, please contact us through "Chat with us" and we’ll be happy to support you.

During your stay, you may be liable for any damage caused by you or members of your party to the property or its contents. Please inform the property owner as soon as possible so the issue can be resolved before the next guests arrive.

We’re sorry to hear you experienced any problems during your stay. If you have any concerns or issues, please raise them as soon as possible while on-site so the owner or property manager has the opportunity to resolve them quickly.

If you still need assistance after speaking with the owner or manager, please contact us using the “Chat with us” option on this page.

If you’re unable to log in to your account, try the following steps:

1. Check your email address

• Make sure you’re using the

  same email address

  you used when booking or creating your account.

• If you’ve used multiple email addresses in the past, try any others that might be linked to your booking.

2. Reset your password

• Click “Forgot password?” on the login page.

• Follow the instructions in the email we send to create a new password.

• Check your spam or junk folder if you don’t see the email within a few minutes.

3. Check your internet connection

• Make sure you have a stable internet connection.

• If you’re using a mobile device, try switching from Wi-Fi to mobile data (or vice versa).

4. Try a different browser or device

• If the page doesn’t load or the login button doesn’t respond, try:

  • Opening the site in a different browser (e.g. Chrome, Safari, Edge).

  • Clearing your browser cache and cookies.

  • Logging in from another device.

5. Make sure cookies and JavaScript are enabled

• The website requires cookies and JavaScript to function properly. Check your browser settings to confirm these are turned on.

6. Check if our website is under maintenance

• Occasionally, our site may be temporarily unavailable for updates. If this might be the case, try again after a few minutes.

7. Still can’t log in?

• If you’ve tried the steps above and still can’t access your account, please contact us through

  “Chat with us” to reach out to our Customer Service team

Have your name, email address, and booking number (if applicable) ready so we can assist you quickly.

If you’re having trouble creating your account, try the steps below to get started.

1. Check if you’ve submitted the “Create Account” form

After filling out the sign-up form on the website or app, make sure you clicked Submit. If the form doesn’t go through, look for any error messages and double-check that all fields are filled in correctly.

2. Look for the verification email

Once your form is submitted, you should receive a verification email. Click the link in that email to confirm your account — you’ll need to do this before you can log in.

3. Check your spam or junk folder

If you don’t see the verification email in your inbox, check your spam or junk folder — sometimes it ends up there.

4. Try resetting your password

If you still haven’t received the email after 10 minutes, go back to the login screen and click “Forgot password?” You may have an account from several years ago, if so then you can reset your password and login.

5. Still can’t create your account?

If you’ve tried all the steps above and still can’t create your account, please contact us through “Chat with us.”

Our team will investigate and help you complete your account setup.

Additional tips

• The verification link in the email expires after a short time. If it does, simply try to login and if your email is not verified, you will have the option to “resend your verification email”

• Use the same email address you used for your booking to make sure your reservations are linked automatically.

• If you’re using the app, check that you’re on the latest version from the App Store or Google Play.