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As soon as you know you need to cancel, call the Administration Hotline on 0843 309 2597
(calls charged at standard national rate), or see your travel agent. The Cancellation must be confirmed in writing.
The letter must be signed (where possible) by the person who made the booking or their travel agent. If you have not taken out our Cancellation Plan, cancellation charges are calculated from the date your written instructions are received by us.
Cancellation Charges are caluculated as follows:
Days prior to the holiday.....Charge
56 days or more.................Deposit*
43-55 days........................30% of the holiday cost
29-42 days........................50% of the holiday cost
8-28 days...........................90% of the holiday cost
7 days or less.....................100% of the holiday cost
*and Cancellation Plan Premiums
If you have not arrived by 8am on the morning after your break was due to commence or contacted the Park concerned to confirm when you will arrive, we will assume that the break is cancelled and the total holiday cost including the Cancellation Plan premium will be forfeited.
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We are always happy to hear from you when you have enjoyed your stay. To leave comments please visit the Contact Us section of our website.
From time to time things can go wrong, if you are unhappy with any aspect of your holiday, please speak to the Park Reception staff. In most cases they will be able to help you immediately so that you can enjoy the rest of your stay. However, if you are still dissatisfied, you must then make an appointment to see the Duty Manager and record your complaint with them.
If, at the end of your holiday, you feel that we have not dealt with your complaint satisfactorily, please write to the Customer Services Department at Park Resorts, Swan Court, Waterhouse Street, Hemel Hempstead, Hertfordshire, HP1 1FN, no later than 28 days after the end of your holiday.
We are only able to take action on any complaints that are first brought to the attention of the Reception Team and the Duty Manager whilst you are on your holiday and secondly received in writing within 28 days, unless there are exceptional circumstances. It is necessary for Park Resorts to impose these limitations so that we have the opportunity to solve the problems experienced fairly and effectively.
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When you have booked your holiday with Park Resorts, we will endeavour to send your holiday confirmation by post within approximately 7 days.
If you book online, your booking reference number will be sent to you by email. You will then receive a postal confirmation within approximately 7 days.
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Your accommodation will be available from:
1.30pm if you have booked into Gold, Platinum, or Signature Lodge Accommodation,
2.30pm if you have booked into Silver accommodation
4pm if you have booked into Bronze accommodation,
on the day of your arrival once it has been cleaned and prepared for you.
In order for us to prepare for our next guests we do ask that you vacate your accommodation by 10am on the day of your departure.
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After you have paid your Deposit you may wish to change some elements of the Holiday, e.g. type of accommodation or lead name. We will try to meet your request, however, an administration charge of £20 per alteration to the holiday will be payable.
Substantial changes, such as a change of location or Holiday date will be treated as a cancellation.
Any changes must be made at least 8 weeks before the Holiday start date, and be confirmed to us in writing by the same person who made the booking, or their Travel Agent.
Where changes are sought to be made within 8 weeks of the Holiday start date, your booking will be treated as a cancellation, and be subject to cancellation charges as outlined in the "If you Cancel your booking" section.
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If you expect to arrive after 7pm on the day of arrival, please let the Park know so that we can make arrangements for you to collect your keys. Unless the Park is previously notified, you must claim your accommodation by 8am on the day after your holiday start date, or your booking will be treated as a cancellation.
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When you book your holiday we require a deposit to secure your holiday, the balance is then due 56 days prior to your holiday start date. Deposit amounts are as follows:
- Total holiday price up to £150 - £60 deposit
- Total holiday price £151 to £200 - £80 deposit
- Total holiday price £201 to £350 - £100 deposit
- Total holiday price £351 to £500 - £125 deposit
- Total holiday price 501 to £1,000 - £150 deposit
- Total holiday price over £1,000 - £200 deposit
Failure to make payment by this time may result in your booking being cancelled.
There are a number of ways to pay your remaining balance:
Holiday Hotline: Call our Reservations Team on 0843 309 2597 to pay your outstanding balance.
Online: Currently you are not able to pay your remaining balance on our website, however this option will become available in the near future.
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We limit changes to your holiday during your stay, however we cannot accept responsibility or compensation for circumstances such as *force majeure. *Force Majeure means circumstances beyond our control including (but not limited to) industrial disputes, natural disasters, fire, technical problems, bad weather and acts of government.