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Frequently Asked Questions

Away Resorts

Here are some of Away Resort’s most commonly asked questions. If the question you’re looking for isn’t here then please get in touch with your query and we will do our best to answer it as soon as possible.

For all FAQs relating to Coronavirus and keeping you safe, please click on the link.

Where can I fill in my details for Track & Trace for my upcoming stay?

In line with government advice, we are required to capture the information of everyone that will be visiting park including private sublets. This is to aid the government Test & Trace service, and for your own safety.

Before arriving to the park, please visit the link below and complete our tracker form.

 

How do I book activities?

Activities can be booked in advance during peak times on our online system (Sandy Balls, Tattershall Lakes and Whitecliff Bay only).

Please be aware, whilst our facilities are open at reduced capacity due to government restrictions, bookable sessions will subsequently operate on a limited capacity to comply with social distancing measures and therefore, availability is not guaranteed.

I have booked privately and want to book activities, how do I do this?

If you have booked privately at Tattershall Lakes, Sandy Balls or Whitecliff Bay, you can book activities online below. Please use your pitch number and road name as the booking reference.

What do guest passes allow me access to/why do I need them?

If you are a private guest you will require a guest pass to access all of the main facilities including the pools, restaurants, bars, splash pads, arcade, activities, entertainment where applicable depending on your chosen holiday park. If you book directly with Away Resorts, your passes are included in your booking cost and welcome pack.
 
Please be aware, we are operating our facilities at a limited capacity at the moment, and therefore, we cannot guarantee access to the facilities at all times even with passes due to social distancing restrictions and measures in place for both guest and team safety.

However, if you book specific slots for tables/activities/pools/splash pads, you are guaranteed access to those facilities at the specified time and duration of your booked slot.

Can I book activities for my arrival or departure day?

We kindly ask that you do not arrive early and depart at your check out time so we can manage the capacity of the park at all times and minimise traffic, therefore at the moments we request that you do not book activities for these days.

Can I book more than one swimming slot?

Swimming session bookings are limited to one per day, per family. This helps us to ensure that as many of our guests have access to our facilities.

I've booked privately, how can I access the app?

The Away Resorts app is for exclusive use of Away Resorts guests only.

Is there any availability for my chosen dates?

To view holiday availability for specific dates, please use our handy online holiday search bar above or call our Holiday Heroes on 0330 053 7000.

I’ve got three households staying within my unit, is that ok?

Government advice is constantly changing and it is your responsibility to keep up to date with this. We ask that you comply with government advice around household restrictions and social distancing measures.

How do I secure my booking?

You can secure your booking with a non-refundable 10% deposit of the cost of your holiday. The full payment for all breaks is due 8 weeks before you travel.

What shall I bring?

Our parks (excluding Barmouth Bay) have their own on site shops… from picking up the morning essentials to fixing up a delicious evening dinner, our shops are stocked with everything you need to make your holiday enjoyable.

We’d recommend bringing some provisions with you for your first evening, just until you’ve familiarised yourself with the food options available.

What’s included in my accommodation?

You can check exactly what is included in your accommodation grade by visiting this page.

  • Fresh bedding is included in ALL types of accommodation with Away Resorts

  • Towels are provided in Luxury & Indulgent grades of accommodation across our parks

  • We provide some washing up essentials in our self-catered accommodation options, however we’d advise that bringing an extra tea towel wouldn’t hurt.

  • We’ll give you a handy welcome booklet on your arrival, which is packed full of local attractions and services.

What if I arrive late?

If you’re planning to arrive to park later than 7pm, please give our team a call on their out of hours number:

Barmouth Bay – 01341 247 810

Mersea Island – 07749 609 709

Mill Rythe – 07922 586 372

Sandy Balls – 01425 651 251

Tattershall Lakes – 07498 575 695

Whitecliff Bay – 07970 929093

Our friendly Security Team will meet you with your keys!

What if I arrive early?

We kindly ask that you do not arrive early and depart at your check out time so we can manage the capacity of the park at all times and minimise traffic.

How much is it to bring dogs?

We’re able to offer pet friendly units to guests wishing to bring their dogs, and charge from £35 per short break (5 nights and under) and £55 per long break (6 nights or more), per dog. You are also welcome to bring your dog touring & camping, £2 per dog, per night at Whitecliff Bay.

Up to a maximum of two dogs are allowed per accommodation unit or per caravan and camping pitch. You can find out more about our dog friendly holidays by clicking the link.

Can I upgrade my accommodation?

Yes, we have several different types of accommodation so upgrade options with additional facilities such as an ensuite bathroom or a view may be available.  Please call 0330 053 7000 for availability and to book.

There are 7 of us can we fit in a 6 berth caravan/lodge?

The number of adults and children in a lodge cannot exceed the number stated. A baby in a travel cot is also not acceptable if it’s over the maximum stated. For example, if you have 6 people already staying, even a baby would count as an extra person. Due to health and safety regulations, this is not allowed

Can I upgrade my booking?

As long as the availability is there then yes, you can upgrade your holiday booking at any one of our parks and simply pay the difference. All you need to do is call one of our Holiday Heroes on 0330 053 7000 and they will be more than happy to assist you with your upgrade request.

Where do I go for first aid?

Find the nearest staff member if they aren’t first aid trained themselves they will be able to contact someone who is.

Is there a Cash Point on park?

Sandy Balls, Mill Rythe, Tattershall Lakes and Whitecliff Bay all have cash point on park located near the entertainment complex. There is a £1.85 charge to take cash out.

The nearest cash point to Barmouth Bay is the Sands Complex opposite the park.

The nearest cash point to Mersea Island is approx 2 miles away at Spar on West Mersea.

What is the smoking policy?

No smoking in all accommodation and there is designated smoking areas around park and in the facilities.

Can I amend my holiday?

Yes, if you call our holiday heroes on 0330 053 7000 they can help you with any amendments you want to make.

Can you tell me what area my accommodation will be?

Allocation is not done until the day of your arrival. You can request to be in a certain area but unfortunately it is something we can never guarantee.

What time is check out?

For all holiday types check out is at 10am.

We do not have the option for a late check out service.

What time can we check in?

Each accommodation varies on timings please click here to find out exactly what time you can check in to your accommodation.

Please note: Unfortunately we do not have the option to check-in before the allocated times.

Are we allowed to visit for the day?

At present, our parks are for exclusive use of guests, holiday home sales appointments and owners staying on park only.

Do you have park WiFi?

We have WiFi hotspots at Tattershall Lakes, Whitecliff Bay, Mersea Island and Barmouth Bay.

WiFi is limited at Sandy Balls and Mill Rythe where WiFi is only available in the complex (or Village Square at Sandy Balls.)

There is a free WiFi option which offers unlimited data but limited speed which you can connect as many devices as you want to it. Due to the limited speed, this is better used for casual internet browsing, Facebook and Twitter and checking emails. It is not recommended for HD video streaming, video games and downloading of large files.

We also offer a Premium WiFi option (excluding Sandy Balls & Mill Rythe) which boasts higher speeds. The options are:

Data Duration Price
1gb 1 day £3
2gb 3 days £5
5gb 7 days £9
20gb 30 days £20
Unlimited 365 Days £120

 

To connect to the park WiFi, simply log into the Guest Network and following the on-screen prompts to register your device. If any troubles with connecting please check with the park’s reception who will be more than happy to assist.

How much do guest passes cost?

Guests Passes are included in the cost of your holiday when booking directly with us. This provides access to the selected park facilities, entertainment*, experiences and more. We charge for certain activities as we want you to have the very best experience and by paying a little, we can enhance activities a lot!
 
For those who book with third parties, guest passes can be purchased at the park’s reception. Prices are dependent on duration and time of year. If you choose to let through our subletting scheme, then prices will be reduced.
2021 GUEST PASS PRICING                      
    BAR   MER   SAN   TSL   WCB  
    2-6 berth 7-10 berth 2-6 berth 7-10 berth 2-6 berth 7-10 berth 2-6 berth 7-10 berth 2-6 berth 7-10 berth
Peak 2-6 nights £15 £20 £15 £20 £55 £65 £60 £80 £55 £65
  7 nights + £25 £30 £25 £30 £80 £100 £90 £120 £80 £100
Off-peak 2-6 nights £10 £15 £10 £15 £35 £40 £40 £55 £35 £40
  7 nights + £15 £20 £15 £20 £55 £65 £60 £80 £55 £65
 

These prices are for the caravan party, not per person. Please note, we cannot guarantee access to all facilities even with passes due to social distancing and safety assurances.

* Entertainment is not available at Barmouth Bay and is limited at Mersea Island.

How do I book?

There are two ways to book a holiday. You can either book online via our website or alternatively you can call us on 0330 053 7000.

Can I come and stay any night?

Any day arrivals are NOW available ALL YEAR! Yes, that’s peak dates too. Arrive when you want and leave when you want. All we ask is that you stay for a minimum of 2 nights, but apart from that, you can stay as long or as short as you like.

Do you have disabled facilities?

Yes, all our parks offer disabled friendly facilities. For more information please click here.

Is there parking available?

Yes, we have onsite parking available at all our parks and all are free to use throughout your stay.

What parks have beaches?

All of our locations offer beaches on park or nearby.

Barmouth Bay, Whitecliff Bay, St Ives Bay and Mersea Island have stunning beaches on their doorstep.

Tattershall Lakes has a new beach area perfect for a splash about and lounge.

Mill Rythe has a beach 5 minutes drive from the park. Or why not enjoy the coastal path down to the sea front which is a 30 minute walk.

Sandy Balls is just a 30 minutes drive away from Bournemouth beach.

Boston West and Beachcomber are within driving distance of stunning local beaches.

Do you allow BBQs?

Yes we do, however they must be raised off the grass with no damage to the grounds.

What type of accommodation do you have?

We offer a great range of accommodation types to suit your needs. Please see below for more details.

Caravans and Lodges are both available at Sandy Balls, Barmouth Bay, Tattershall Lakes, Whitecliff Bay and Mersea Island.
Touring and Camping available at Whitecliff Bay.
Glamping is available at Tattershall Lakes and Whitecliff Bay.
Chalets available at Whitecliff Bay only.

Can I pay my holiday balance online?

Yes you can! We now offer our fantastic guests a chance to pay off their balance online by logging into their account or alternatively simply call us on 0330 053 7000 and you can bay your balance over the phone.

Not just that, but you can now Pay by Instalments to make it even more affordable to pay off your holiday with Away Resorts.

What do we need to bring?

We advise all our guests to bring towels and tea towels to their self-catered accommodation.

What are your contact centre opening times? 

Our opening times are as follows:

Monday through to Friday – 9am until 7pm

Saturday and Sunday – 9am until 6pm

Discovering different...

Whilst you wait... just think about being in your swimmers, the sun's out and the smiles are big