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New Year’s Eve FAQs

We have put together a list of questions you may have about the power outage at Tattershall Lakes on New Year’s Eve.

Firstly, for those of you who were on the park for New Year’s Eve, we want to apologise for the disappointed we’re sure you feel at not being able to celebrate in the way we had planned.

What caused the power outage?

We are still working with the relevant electrical contractors to understand the cause of the outage and will update you once we know more. Please be assured that we will get to the bottom of the issue to endeavour to ensure we do not have a repeat to this scale of the power outage again.

What refund are you giving to those who booked directly?

In considering the impact you may have felt as a consequence of the power outage, we would like to offer our HOLIDAYMAKERS THAT BOOKED DIRECTLY (through Away Resorts, Hoseasons or Booking.com) the following:

We will ALSO offer you a FREE (midweek (4 nights) or weekend (3 nights) short break to be taken before the end of November 2020 in an equivalent grade to the one that you were booked in for NYE. We really want you to come back again in the future.

We will ALSO offer you a FREE (midweek (4 nights) or weekend (3 nights) short break to be taken before the end of November 2020 in an equivalent grade to the one that you were booked in for NYE. We really want you to come back again in the future.

For DIRECT BOOKING HOLIDAYMAKERS, we will be calling you from today onwards as we will need to get your card payment details to be able to refund. We will also hold a record of your details so that we will have this when you call back to book your short break.

I booked privately and not directly with Away Resorts, how do I claim my money back?

For holidaymakers that DIDN’T BOOK WITH US DIRECTLY, you will need to speak to the private accommodation owner that you booked through to discuss how they want to proceed as your relationship is with them.

How do I get my New Year’s Eve tickets refunded?

For those of you who purchased tickets for the New Years Eve party, these will of course be refunded. We will call you to arrange if necessary.

I bought an entertainment pass, how do I get a refund?

If you booked directly with Away Resorts, your entertainment pass will have been included in your price. If you booked privately and purchased entertainment passes at guest services for NYE, please contact [email protected] where someone will be in touch.

How long will it take to get my refund?

We will be calling you from today onwards as we will need to get your card payment details to be able to refund you as stated above. We will also hold a record of your details so that we will have this when you call back to book your short break.

What steps have you taken so that this doesn’t happen again?

In reviewing our response to the situation, with immediate effect, we are reviewing the following to mitigate any risk in the future.

We are undertaking a full review of our resources and plans following the event, but the most important thing is that we undertake work to protect against such a system failure occurring again.

As stated earlier, we presently don’t know what caused the power to fail, however, we want to do something to make up for the disruptions to your night. Any gesture is exactly that, we cannot put right what has gone wrong but would hope that you can accept our gesture in the spirit that it is offered.

I have a specific question not listed here…

If we haven’t answered all of your questions please email us at [email protected] or call us on 01442 506202.

Away Resorts