FAQ’s

Updated 28.05.2020

Please see below the latest statement from our CEO, Carl Castledine

Like many businesses, we have been reviewing what the latest government guidelines mean for us and looking at how we can reopen our holiday parks and adapt our offering in order to keep our team and guests safe. You can see our book with confidence message here. For now, we are closed but we are keeping everything crossed that we will be open again in July based on Government advice. We are therefore, accepting holidaymaker arrivals from the 6th July, with the situation being monitored constantly.

Guests that were due to visit between now and 5th July are being contacted to move their dates or opt for a refund.

The message to our owners is still please do not travel to parks at this time.

Keep everything crossed for a safe opening of our Parks!

Take care, stay at home as much as you can, stay alert and thank you for your support.

With warm regards,
Carl (CEO)

 

I am booked to come between now and 5th July – what happens?

The full value of your break has been automatically moved into a safe holding account and we will contact you as quickly as possible to discuss the options that you have:

1. You can use your holding account money to rebook another break at any time and on any park in the next 12 months, choosing either:
   1. A replacement break of the same standard to that booked and of the same value paid
   2. A replacement holiday of lesser value together with a refund of the difference by us
2. A replacement holiday of higher value with a payment of the difference by yourself
   Alternatively, if you choose a refund, payments made by debit or credit card will be repaid to the same card. This may take up to 7 days to process.

Please note that we will contact you as soon as we can to discuss which option you prefer. We are prioritising bookings that are due to arrive in the next 14 days and then rolling forward to later bookings. Please be patient as we need to talk with many guests, however we will be in touch and there is no need to contact us today.

 

I am due to arrive after the 5th July

We are keeping all fingers and toes crossed that we can open on the 6th July. Stay home as much as possible, stay alert, and let’s hope we can welcome you!

 

I am due to arrive after 5th July and have a balance to pay? What do I do?

For any July arrivals your balance is payable 2-weeks prior to your arrival date. For all arrivals from 1^st August onwards your balance is payable 4-weeks prior to arrival.

 

I want to make a new booking – can I?

Yes, you can make a booking whenever you wish to for breaks and holidays starting on or after Monday 6^th July. You will need to pay just a small deposit. Please see details here of our book with confidence information.

 

I am or one of my party members is high risk and does not feel safe to travel

We understand that this must be a very concerning time for you. We are therefore allowing you to move to your break to a different date, free of charge as long as you let us know outside 14 days prior to your arrival. You will need to re-book to another date within 12-months and please note that if the replacement holiday is of lesser value the difference will be refunded by us. Should the holiday be of greater value than the difference is payable by you.

 

I have symptoms and need to self-isolate?

You must not travel to the Park. We will allow you to move to your break to a different date, free of charge. You will need to re-book to another date within 12-months and please note that if the replacement holiday is of lesser value the difference will be refunded by us. Should the holiday be of greater value than the difference is payable by you.

 

I do not feel comfortable about travelling

We understand that this is a very concerning time for everyone. We are therefore allowing you to move to your break to a different date, free of charge as long as you let us know outside 14 days prior to your arrival. You will need to re-book to another date within 12-months and please note that if the replacement holiday is of lesser value the difference will be refunded by us. Should the holiday be of greater value than the difference is payable by you. We are also happy to change names on the booking free of charge should someone else wish to travel in their place.

 

I cannot get time off work, my holiday entitlement at this time has been cancelled to get my company back and going again

We understand that everyone must get back to work where they can. We are therefore allowing you to move to your break to a different date, free of charge as long as you let us know outside 14 days prior to your arrival. You will need to re-book to another date within 12-months and please note that if the replacement holiday is of lesser value the difference will be refunded by us. Should the holiday be of greater value than the difference is payable by you.

 

I have been made redundant/furloughed due to this and cannot afford to go?

We understand how hard it has been for everyone. We are therefore allowing you to move to your break to a different date, free of charge as long as you let us know outside 14 days prior to your arrival. You will need to re-book to another date within 12-months and please note that if the replacement holiday is of lesser value the difference will be refunded by us. Should the holiday be of greater value than the difference is payable by you.

 

I work in the NHS and I cannot take a holiday – I am extremely busy working

Firstly, thank you for everything you are doing, you are a hero! You are welcome to move to your break to a different date, free of charge as long as you let us know outside 14 days prior to your arrival. You will need to re-book to another date within 12-months and please note that if the replacement holiday is of lesser value the difference will be refunded by us. Should the holiday be of greater value then the difference is payable by you.

 

Will my pitch fees be reduced or will I be compensated for the park closure?

All owners have been sent an email and you can find the latest update in your Third-Place social group

 

I have coronavirus

Please do not travel to the park, you will need to re-book to another date within 12-months and please note that if the replacement holiday is of lesser value the difference will be refunded by us. Should the holiday be of greater value then the difference is payable by you.

 

How safe are your Parks?

Your safety is extremely important to us. Please refer here to see our book with confidence messaging. This tells you everything we are doing once we open in July. (fingers crossed!)

 

What if I get sick whilst I am on holiday with you?

Please inform guest services immediately and stay in your holiday Home. The General Manager on the Park will advise next steps.

 

COVID-19 infections have increased, and the Government is putting us back on lockdown – what about my booking?

Under our book with confidence guarantee, you are able to change the date of your break within 12 months of arrival date, hold funds on your account until you are ready to re-book or opt for a full refund.

 

I booked before lockdown and expected full use of the facilities, will you refund me some monies?

We are not refunding monies at this time. You are welcome to change your break to another date free of charge.

 

What facilities are open for my stay?

You will receive an email from us prior to your stay with all the information you need to know. This will include check in times, no. of people allowed in the shop, facilities that are open, how to obtain your keys etc. Please click here to see what is open at this time, and note that this is subject to change depending on Government advise.

 

I have booked a break for one of your events – will it go ahead?

It is unlikely at this point that our summer 2020 events will be going ahead as you know them. Advice is changing all the time and we will continue to update you as we know more.

 

General FAQs

 

Following Professional Advice

As well as following government advice, we have enlisted the assistance of the National Safety Advisor to the British Holiday Parks Association and our procedures are based on factual information and advice from the following organisations.

• NHS-UK
• Department of Health and Social Care
• Public Health England
• The World Health Organization

 

Group Bookings  

For our Group booking guests, we ask that you contact your Group Organiser or Tour Operator directly. Away Resorts will liaise closely with them and they will advise you accordingly of the latest situation and options available.

 

Owner FAQs

 

Can I self-isolate in my holiday home?

No, unfortunately not. You should follow government guidance and self-isolate at home. If you have any concerns regarding this, please speak to the team on the park.

 

Are there Team members on park to contact if we need them?

Yes, there is a skeleton team on park currently that will absolutely help you should you need them.

 

Can I access my holiday home to retrieve important items?

If you need anything urgent from your Holiday Home, please speak to the Park. They will support you with anything you may need.

 

Is my holiday home safe whilst we are not there?

Yes – please be assured that there is security on all parks, and they are patrolling regularly. Should there be any problems with your holiday home we will be touch with you.

 

Can I private let my holiday home once the Park opens?

Yes, you may let out your holiday home when safe to do so but please note there are strong recommendations on cleaning procedures for your holiday home. It is absolutely your responsibility to ensure your guests are safe and that they are aware where and what they can do on park whilst staying. You will receive this information from us prior to opening.

 

I have a warranty job that needs completing. What happens?

All the holiday-home manufacturers are returning to normal slowly, so if you do have a job outstanding, please be patient as it may take a little longer than originally envisaged.

 

Will work on the new developments begin, are they complete?

Our contractors have completed their own risk assessments, so acting safely, they have been able to continue with the developments on our Parks. Please refer to our website for what facilities are open and closed at this time.

 

Can I have other owners or holidaymakers outside of the immediate people in my household, to my holiday home for get-togethers when you open?

Unfortunately, you cannot, this puts you and others at serious risk. The Government rules are clear, and anyone found to be disobeying these rules will be asked to leave the park.

 

Will my pitch fees be reduced, or will I be compensated for the park closure?

All owners have been sent an email and you can find the latest update in your Third-Place social group.

 

 

 

You can secure your booking with a non-refundable 10% deposit of the cost of your holiday at Sandy Balls, Tattershall Lakes, Whitecliff Bay, Mersea Island and Barmouth Bay. The deposit for Mill Rythe is from £25 per person depending on your chosen break. The full payment for all breaks is due 8 weeks before you travel.

Start planning your holiday straight away with our handy Away Resorts app! Book activities, find your way around the park, view the evening entertainment and much more! It’s your handy holiday guide, in the palm of your hand!

To book an experience online, please use the dropdown below and select the park you’re booking for.

You can also grab your Entertainment Passes from Guest Services upon your check in.

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.

The shop at Mill Rythe does not stock groceries. If you require anything, there are local shops that are a 5 minute drive from the park.

• Fresh bedding is included in ALL types of accommodation with Away Resorts
• Towels are provided in Luxury & Indulgent grades of accommodation across our parks, as well as in rooms at Mill Rythe Holiday Village.
• 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.

To find out more about what’s available in your grade of accommodation, please visit this page.

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.

We know that your holiday time is precious, and totally understand that you may want to start your holiday as soon as possible… who wouldn’t after all? You’re more than welcome to turn up, and make full use of our facilities until your check in time. Please note, we’ll be unable to check you in any earlier as our cleaning pixies will be hard at work getting your accommodation in tip top shape.

To enter a promo code, first make a search for your booking to check pricing and availability. Once you can see the list of accommodation, please enter your promo code into the box below ‘Have a promo code?’ and press enter (or click Search again.) If you’re on mobile, click on ‘Find a holiday’ first to show the booking bar and tap Search with your promo code added in.

This will refresh the prices with the new promo code applied. If the voucher code has been successful, you will see a difference in price depending on the rules of the code.

If you’re having trouble, don’t hesitate to call one of our Holiday Heroes on 0330 053 7000. Promo codes can be taken over the phone too.

We’re able to offer pet friendly units to guests wishing to bring their dogs, and charge from £30 per short break (5 nights and under) and £50 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 Tattershall Lakes and 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.

Unfortunately we do not allow dogs at Mill Rythe, except for of course guide dogs.

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.

If you wish to make any changes to your accommodation, contact Guest Services on 01442 508850.

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.

Yes, if the person who booked the break is unable to attend or will be coming at a later time from the rest of the party than the group can check in as long as they have the booking reference number. We advise the booking confirmation to be shared with the rest of the group.

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 01442 50 88 50 and they will be more than happy to assist you with your upgrade request.

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

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.

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

 

Yes, if you call the guest service team on 01442 508850 they can help you with any amendments you want to make.

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.

For all holiday types check out is at 10am.

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

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

You are more than welcome to arrive on park before your check-in time and collect your passes to start enjoying the facilities.

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

If you are staying in any of our self-catering parks then we advise you to bring; tea towels, towels, toiletries and of course your food.

All our self-catering accommodation as a standard comes with a fully equipped kitchen, a little fairy bottle and sponge, kettle and a toaster.

If you are staying at Mill Rythe we advise to bring all above minus the food! As Mill Rythe offers half board and full board breaks.

Please call us on 0330 053 7000 if you have any queries.

The only place non-guests are allowed to go to is Aubreys, our restaurant in Sandy Balls.

Unfortunately everywhere else across all 6 parks is strictly for guests only.

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.

 

Entertainment can vary by park and date. Sandy Balls, Tattershall Lakes, Mill Rythe and Whitecliff Bay offers evening entertainment for most of the year. You can view the entertainment by park by clicking on the park links. Mersea Island offers limited entertainment with weekend cabaret acts. Barmouth Bay currently does not offer evening entertainment but does have a nearby entertainment complex at the entrance of the park.

A full entertainment guide will be provided on arrival at the selected parks.

 

Entertainment Passes are included in the cost of your holiday when booking directly with us. This provides access to the selected park facilities, evening entertainment*, PLAY activities 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, entertainment passes can be purchased at the park’s reception. Prices are dependent on duration and time of year:

These prices are for the caravan party, not per person.

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

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.

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.

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

Bike hire is available directly on park for Sandy Balls, Mill Rythe and Tattershall Lakes only.

However, Barmouth Bay and Whitecliff Bay have bike hire facilities nearby. Please pop in to the Guest Services, they would be more than happy to help you arrange this.

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

Activities can be booked in advance during peak times on our new online system (Sandy Balls, Mill Rythe, Tattershall Lakes and Whitecliff Bay only). Or alternatively can be booked on the day of your arrival up to an hour before the activity at Guest Services for Barmouth Bay (Summer holidays only), Whitecliff Bay and Mill Rythe or the Sports, Leisure centre for Tattershall Lakes and the Forest Hub for Sandy Balls. Please note activities do get booked up quickly during busy periods, so please book as soon as you can to avoid disappointment.

All six of our locations offer beaches on park or nearby.

Barmouth Bay, Whitecliff 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.

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

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, Mersea Island and Mill Rythe.
Touring and Camping available at Tattershall Lakes and Whitecliff Bay
Glamping is available at Tattershall Lakes and Whitecliff Bay
Chalets available at Whitecliff Bay only.
Rooms available at Mill Rythe only.

Yes you can! We now offer our fantastic guests a chance to pay off their balance online by clicking the Manage my Booking tab highlighted on the top right hand of the page. Or alternatively simply call us on 01442 50 88 50 and you can bay your balance over the phone.

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

Unfortunately, currently not available for Mill Rythe. 

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