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Frequently Asked Questions
You can book online by searching your dates, or by property. If you need assistance with your booking please call us on 01797 724100.
We allow check in on any day except Sundays, and checkout on any day. Breaks are available for between 2-28 nights giving you great flexibility when booking your holiday.
You can pay online or on the telephone when booking your stay, this will be an initial deposit of £50 with full balance due 28 days before arrival. You can pay your full balance when its due by logging into your online account, or calling us. If you are booking within 28 days of arrival you will be required to pay the full balance when placing booking.
Yes, we require the lead booker to be 25 or older and to stay for the duration of the holiday. We have set this minimum age as the holiday parks are designed for families, so if you feel your family should be able to stay but are under 25, please call us to discuss further. Please note we reserve the right to cancel your holiday at any point if your booking does not comply with our terms and conditions.
We don’t accept bookings for single sex groups such as hen or stag parties however happy to welcome single sex families. Please feel free to call us should you wish to discuss. Please note we reserve the right to cancel your holiday at any point if your booking does not comply with our terms and conditions.
As our properties are all privately owned, we do sometimes have caravans with ramps and adapted interiors. We always highlight this in the description of the properties so either check our website or feel free to call us and ask.
Some of our owners are happy to allow pets, this is mainly as they bring pets to stay themselves. Each property is different and will be marked as either ‘non pet friendly’, ‘1 small dog friendly’ or ‘dog friendly’. If you are bringing a dog please ensure you update your booking, as a surcharge is payable and read the terms & conditions surrounding pets.
We only allow dogs, any other pets need to be pre-approved by our bookings team.
For any amendment you can update your booking through your booking management link that you would have been provided when you booked. Alternatively if you do not have access to this you can simply either call or email our bookings team on 01797 724100 or email bookings@ukg.group. Please note this may incur an administration fee.
Yes, the property you pick to book is the exact property you stay in. We will supply you with all the details including the property number so you will see exactly where you will be staying on the Park. Unfortunately things do happen which means we have to take properties off for maintenance or repairs, in this instance you will be offered a similar or upgraded property to stay in or a full refund.
Check in is 4pm and check out is by 10am. We do offer early check in/late check out subject to availability at an additional cost. To enquire about this please contact our bookings team.
Check in is contactless, we have key safe boxes situated on all our properties. You will be given details in advance of your arrival date of the checking in process. We aim to send this information to you 7 days before arrival so you are able to plan your day in advance.
We always fully dress the beds with fresh linens and towels which is included in your booking. We also supply a starter cleaning pack which contains a sample of washing up liquid, a cloth and a sponge, plus a tea-towel. All properties are equipped for self catering and will have pots, pans, utensils, crockery, cutlery. We ensure there is always a TV in the main living room, although some properties have additional TV’s in bedrooms. If a property has decking it is at the owners discretion if they provide outside furniture, so it is always best to check the property listing or contact our bookings team. You are always welcome to bring anything along with you that makes your stay more enjoyable as long as the property remains in the same condition and without any damage.
BBQ’s are allowed on the park, however we ask for them to be kept away from the caravans and not to be used on the decking.
Yes, we can provide these items for a small surcharge and they will be in your property when you arrive. These can be added at the point of booking or by contacting our bookings team.
We recommend that you ensure the dates are correct at the time of booking. If you wish to extend your stay please contact our bookings team during office hours on 01797 724100.
Entertainment passes are optional as they are NOT included in your stay. Passes will be required to use the swimming pool and to take part in some activities. You will also need a pass if you wish to access the bar and restaurant in the entertainment complex after 5pm. These can be purchased via our bookings team at the time of making your reservation or alternatively once you have arrived by calling us on 01797 724100.
Internet is available for free at the clubhouse if you wish to use it. Alternatively some of our property owners have their own internet which will be highlighted in the property descriptions. Alternatively there is a external supplier of internet which covers the park, which is paid for directly to them although this isn’t always very reliable. This is supplied by an outside contractor and we are unable to assist should this service be disrupted.
We do not allow smoking in any of our properties and ask even if you are smoking outside to ensure you are far enough away from any open windows/doors that it isn’t blowing inside. Please Note if our housekeepers smell smoke after you have departed your refundable deposit is at risk of being lost.
If you experience any issues throughout your stay which you feel need to be resolved please contact either our office during opening hours on 01797 724100, or the mobile number on the back of your keyring if the office is closed and its an emergency.We will always do our absolute best to resolve any issue as we want you to enjoy your holiday as much as possible.
If you are having issues upon arrival or during your stay, please ensure you contact our team as soon as possible and we will do everything we can to rectify the issue to your satisfaction. If after you have left you are still dissatisfied at how we have dealt with these issues please email your complaint to bookings@ukg.group giving your name, booking number and all of the steps taken to previously resolve the issues.