Frequently Asked Questions
Accommodation
Q. Is there a DVD player/scart lead in apartment?
A. There are no DVD players in the apartment, we can also not guarantee that there will be a scart lead in the apartment.
Q. What are S4, S6 and C4, C6 apartments?
A. We use single letter codes for our apartments such as S4 & C4. For example, S=Standard, therefore a S4 is a Standard 4 Share and C4=Club 4 Share etc.
Q. Can you hire Microwaves?
A. All our self-catering parks have microwaves in the apartments excluding our Pakefield & Sand Bay holiday parks.
Q. Do you have Double Beds available at any of your Parks?
A. Double beds are only available on our Pakefield & Sand Bay parks
Q. Are cots provided?
A. Cots are available to hire (under 2’s) for a nominal fee of £10 prior to arrival and £20 deposit on arrival at the park. (Please note: cot linen is not provided)
Q. Will we have to pay for electricity?
A. Electricity is included with club apartments but there is charge in standard apartments on our self-catering parks. Electricity is charged at the normal domestic tariff. You can top-up your meter at one of our Paystations or online at Topupmeters.co.uk. Once purchased the pre-paid electric is non-refundable.
Q. Will I have to clean my apartment before I leave?
A. No, we will do all the work, all we ask is that you leave the apartment in a tidy and orderly condition.
Q. When do we have to leave – check out?
A. You will have to vacate your apartment by 10:00am on the day of your departure and return your keys to reception so that we may prepare it for incoming guests, however you are welcome to stay on park to enjoy the entertainment and facilities for the rest of the day.
Q. What time can we check into our accommodation?
A. Your accommodation will be available at approximately 4pm for Standard apartments or 2pm for Club apartments, but you are welcome to arrive from 12pm and use the facilities. We are not able to accommodate any arrivals before 12pm or after 10pm.
Q. What type of heating is there and do I have to pay for it?
A. There is electric heating in all of our apartments, all electricity is charged on a meter except for our Club accommodation where electric is included. Electric is paid for at the reception area and online via the QR code on the back of your key card.
Q. Is the accommodation cleaned between or during our holiday?
A. Your accommodation will be cleaned before your arrival and once you have checked out.
Q. Is there a freezer in my apartment?
A. All apartments are fitted with fridges there are no freezers with in the apartments (excluding Pakefield & Sand Bay).
Q. Can I have my shopping delivered?
A. Yes, please arrange this with your Holiday Park
Q. Can I pay for an early check in/or late check out?
A. Early Check in is only available at our Pakefield & Sand Bay parks, ask at time of booking.
Activities
Q. Can I leave my children with the bluecoats?
A. No, all children must be supervised by a parent/guardian at all times.
Q. Do you have Bingo on Park?
A. Bingo is played on all the holiday parks; exact times will be available upon arrival.
Disabled Facilities
Q. Do you have accommodation for disabled people?
A. We have disabled friendly accommodation with ramp access at all our Holiday Parks subject to availability, please let us know at the time of booking if you require this.
Q. Is your accommodation Wheelchair friendly?
A. Our Wheelchair friendly accommodation has ramp access, wider doors, wheel in showers with a Sani–seat. Everything within the apartment is at a lower level. Subject to availability, please let us know at the time of booking if you require this.
Making a Booking
Q. When does my holiday need to be paid?
A. Your holiday needs to be paid 56 days (8 weeks) before date of arrival.
Q. Can I check my booking online?
A. We will send you an email confirmation once your booking has been made which will have a link to your booking so you can check your booking details.
Q. What is the minimum age for booking a holiday?
A. There must be an adult (see our terms & conditions page) aged 18 years plus on all bookings, all bookings are at our discretion and we reserve the right to refuse parties.
Q. What are your holiday prices?
A. Unless stated otherwise, our prices are per apartment at our self-catered parks and per person at our half board parks.
Q. Can I get a refund if I change my mind?
A. The deposit you pay is a non–refundable deposit, if you decide to cancel within 56 days prior to your arrival date then the remaining balance will be non-refundable. Some media offers are payable in full and non–refundable from time of booking, please see terms and conditions.
Q. Can anyone call and discuss my booking?
A. Due to data protection laws we are only able to discuss the holiday booking with the lead name given at the time of booking unless prior authorisation is given.
Q. Can my carer come on holiday for free with me?
A. We currently offer no concessions for carers.
Q. If we pay by Paypoint what details do you require?
A. To pay via Paypoint please call the call centre to reserve your booking, once reserved you need to purchase the e-vouchers from your local shop and we would require the e-voucher numbers provided on the receipt
Q. What payment cards do you accept?
A. We accept Visa, Visa Debit & MasterCard for payments.
Q. How do I change or amend a Booking?
A. Please call the Contact Centre on 0871 222 0201 selecting option 1 who are open Monday to Sundays. Calls are charged at 13p per minute + your chosen phone company access charge.
Q. Can I add extra nights onto my holiday?
A. Subject to availability additional nights can be added on to an existing booking, please contact our booking centre for more details.
Q. Why is there an occupancy supplement?
A. Occupancy supplements are usually charged on either under filling or over filling apartments depending on what the price of your holiday is based on
Q. How can I pay for my holiday?
A. We accept Visa, Visa Debit & MasterCard, when calling our contact centre we also accept payment via Paypoint, cheque and bank transfer.
Q. Is there an extra cost for my baby and if so how much?
A. Children under 2 are free, however if you do require a cot for your apartment we charge £10 for hire & £20 deposit once arrived on park, please note cot bed linen is not provided.
Q. How much deposit do I have to pay to secure my booking?
A. A deposit of £50 per apartment at our self-catered parks. £20 per adult & £10 per child when booking at Pakefield, £20 per adult when booking at Sand Bay.
Q. Will I receive confirmation in the post?
A. We do not offer postal confirmation anymore for our self-catered parks, you will receive confirmation via email or text. At Pakefield & Sand Bay we will send out postal confirmation.
Park Information
Q. Are pets allowed?
A. Regrettably we do not accept pets unless you stay in our bungalow, with the exception of registered Guide Dogs/Assistance Dogs.
Q. Is there a cash machine on park?
A. Yes
Q. Can we park near our accommodation?
A. You may park your car in the designated parking areas as close as possible to your allocated apartment; you will be able to load/unload outside your apartment, however if you are a blue badge holder we do have disabled parking bays.
Q. Can you get day visitor passes?
A. Day passes are available at a small charge for anyone wishing to visit you during your holiday, please ask at Reception for full details.
Q. When are you open?
A. The price grids are the best guide to family holiday dates that we are open for, in addition we have many special events and themed breaks throughout the year, these are listed on the Themed Breaks page.
Q. How do I get to…?
A. Each Holiday Park webpage has a location page with maps and route planning, all you need to know is your starting address or postcode, it will work out routes for you.
Q. My Nearest Pontins?
A. We have 6 seaside locations in the UK, on the Park page there is a map to help you locate your nearest Pontins Holiday Park.
Q. What documents do I need with me when I check–in?
A. You need to show your balance paid voucher and a proof of identification i.e. driving license, passport, bank card or utility bill.
Q. Can I arrive before my check–in time?
A. You can arrive on park anytime from 12pm and enjoy the facilities and entertainment before you check in
Q. Where can I purchase electric cards?
A. Electricity cards can be purchased at the main reception, shop and security gate on park.
Q. Are there any childcare/babysitting facilities on park?
A. Following changes in legislation we are unable to take parental responsibility for children, so therefore we are unable to provide a babysitting service.
Q. Is there anywhere I can store my luggage?
A. There is no designated area for your luggage to be stored, all belongings are left at your own risk.
Q. Is there security 24hours?
A. Yes, we have a manned security gate 24 hours a day. If you have any emergencies please call the number on the back of your key.
Q. Do we hire wheelchairs/Mobility scooters?
A. No
Entertainment
Q. What time is the entertainment on until?
A. See Park for entertainment programme.
Q. What entertainment is on at the park this week?
A. A list of our entertainment planner is available on park or by calling our contact centre.
Q. What Cabaret or Entertainments do you have on?
A. Please refer to the Entertainments page, we try to keep this as up to date as possible throughout the year.
Q. What are Bluecoats?
A. Bluecoats are Pontins entertainers, they are the ambassadors of the Company whose job it is to ensure you have a great holiday. They run all the activities, perform in shows, assist with the cabaret acts and socialise with the guests.
Q. Where have the Special Events – Themed Breaks gone?
A. Themed breaks can be found on our Themed Breaks page.
Q. What is included in the cost of my holiday?
A. Entertainment passes are included in the cost of your holiday unless otherwise stated.
Recruitment
Q. How can I find out about jobs and vacancies at Pontins?
A. At the bottom of the page there is a link to our recruitment section.
Facilities
Q. What are the ages for children Half Board?
A. Any child 14 years or over are charged at adult rates, any children 13 years and under will be charged at half the rate of an adult (Under 2’s go free)
Q. Do I have to pay for any of the facilities and are they open all year round?
A. We have a wide variety of activities on our parks, most activities are free but some may carry a small charge. All activities are weather dependable.
Q. Are there heated swimming pools?
A. Each Holiday Park has an indoor heated swimming pool, see the Activities page for more information.
Q. Where can you find somewhere to eat?
A. Please refer to the Facilities page of each Holiday Park’s website.
Q. Do all the Parks have Arcades?
A. Yes, all our Holiday Parks have arcades.
Other
Q. How do I subscribe to email offers?
A. You can subscribe to emails on our main page by following the links, alternatively you can contact our contact centre where we will be able to add you to our mailing list.
Q. Can we book a Britannia hotel room through Pontins?
A. Unfortunately we cannot book hotels but if you call 0871 222 0100 they will be more than happy to help you. Calls are charged at 13p per minute + your chosen phone company access charge.
Q. Do you still offer Pontins Pounds?
A. Unfortunately Pontins Pounds were discontinued in July 2011.
Contact Us
Q. How do we contact you by phone – email?
A. At the top of the page is a contact link which has our contact details
