Important information and our booking terms and conditions

Section A: All Bookings

This section applies to all bookings you make with Parkdean Resorts UK Limited.

1. Who your agreement is with. When you book your holiday your agreement will be with Parkdean Resorts UK Limited (“Parkdean Resorts”, “we”, “us”, “our”). Please read these terms carefully as they set out our respective rights and obligations. In these terms, references to "you" and "your" include the first named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is added or transferred.

To book your break

2. The agreement. There will be a contract between you and Parkdean Resorts, when we send you a booking confirmation. These terms are part of your contract with us. The person making the booking accepts the contract on behalf of all members of your party and is responsible for making sure they accept the contract; and accepts financial responsibility for payment of the booking on behalf of all members of the party. We can’t accept bookings from anyone under the age of 18.

3. If you book more than 10 weeks ahead. When you book your holiday you will need to pay a deposit. The standard deposit to secure your booking is calculated based on the holiday value as set up below.

Touring Holidays

Total Holiday Price
Standard Deposit
Over £50
If the price is less than £50, the full balance is payable when booking your holiday

We sometimes offer a discounted deposit in which case you may need to pay a top up deposit. Any top up deposit must be paid on the date stated on your booking confirmation. The balance of your holiday must be paid 10 weeks before the start of your holiday. Details of any top up deposit and the balance payable will be in the booking confirmation. If you do not pay a top up deposit or the balance for your holiday when it is due, we may treat your holiday as cancelled. Any cancellation will be subject to the cancellation terms set out in clause 37.

4. If you book less than 10 weeks ahead. You must pay the full amount of the holiday at the time of booking. Payment can be made online or by telephone.

5. Special offers. To claim any special offers, discounts and promotional codes please tell us when you book. If you don’t, we’re sorry we can’t honour these. All discounts, special offers and promotional codes are subject to availability.

6. Who’s in your party. When you book you need to give the names and ages of everyone in your party.

7. VISOR. We do not accept bookings from or allow anyone to stay on a holiday park who is or has been listed on the Violent and Sex Offenders Register (or any register which supersedes this), or anyone who is subject to a Sexual Risk Order, Child Abduction Notice or any similar order, court proceedings or register. By making a booking, you are confirming that no one in your party is or has been on any such register, subject to any such order or otherwise the subject of any such court proceedings. If we do cancel your booking under this clause you will be subject to the cancellation terms set out in clause 37.

The price of your holiday and what it includes

8. Prices.

The price confirmed when you book is the final price and will not change unless you alter your booking. All prices include VAT and insurance premium tax (where applicable) at the prevailing rate. Charges are per person per night plus a charge for vehicles. Space is always subject to availability.

9. Pets. No pets are allows on Surfer’s Paradise with the exception of registered assistance dogs.

10. Entertainment passes. Entertainment passes are included for all holidaymakers named on the booking. These provide access to the park’s facilities and entertainment.

What you need to know before you book

11. Guests with additional needs and requirements. Some pitches may not be suitable for wheelchairs or people with mobility difficulties. If you or one of your party have any additional needs or requirements please tell us about this before you book so we can try to ensure the pitch location is suitable for you. We rely on the information you provide to allow us to anticipate and satisfy your needs, so if anything changes you need to let us know. We will try to accommodate any special requirements but can’t guarantee this.

12. Groups. We welcome groups of all types at Surfer's Paradise including, all-male/all-female parties and mixed groups although we wouldn't normally accept a booking from a group where more than half of the group are under 18. Please check when you book. All bookings are accepted at our discretion. When you book you will be asked to let us know all the people in your party and only these people can stay on your pitch.

13. Holiday use. As our parks are holiday parks we don’t accept bookings if you want to stay for work or use the park as a base to travel to work or for residential use. All adults booked must appear on the electoral roll at the address given when booking or provide other evidence of their permanent address such as a utility bill if requested. You agree that if you fail to provide that evidence to us if requested before your holiday starts or immediately if your holiday has already started, we will cancel your booking. If we do cancel your booking under this clause you will be subject to the cancellation terms set out in clause 37.

When you arrive

14. Who’s in your party. If you have any visitors they can use the facilities that are open to the general public (paying the charges if there are any) but they cannot use any other facilities or occupy your pitch. You must let reception know if you do have any visitors. The lead booker for a group is responsible for the conduct of the other members of the group and for ensuring they comply with these terms and conditions. We may require the lead booker to provide a deposit as security in the event of any damage by any member of the group.

15. Numbers in your party. The total number in your party (including children and babies) must not exceed the maximum capacity of the pitch advertised online. We may refuse holiday bookings for single occupancy.

16. Check-in times. Your pitch will normally be available from 12noon on your arrival day. Entrance gates will be closed after 11pm so you need to arrive in time to pitch before then, and will re-open at 7am the following morning. Should you wish to enter or exit outside these hours please contact security or reception on park. If your pitch is not occupied by 10am on the day after your arrival day and you haven’t told us you will be arriving late, we will treat your booking as cancelled and may re-let the pitch.

17. Arrival on park. When you arrive you must check in at reception before moving onto the camping fields. You will be issued with a tent permit which must be prominently displayed on the exterior of your tent or camper van to show that you have booked. This permit will be checked daily. You will also need to give details of your vehicle and you will be issued with a parking permit which must be prominently displayed in your vehicle. You may be required to pitch in a certain position to ensure maximum comfort and privacy for both your neighbours and your holiday party.

When you're on holiday

18. Children. All children must be supervised by parents or another responsible adult throughout the holiday. Where we have children’s clubs, special programmes of events and other facilities for children these are not childcare facilities and children remain the responsibility of their parents or guardians at all times. Please make sure you always know where your children are.

19. No smoking. It is against the law to smoke in buildings open to the public and we provide outdoor smoking areas. E-cigarettes are not permitted in our facilities, entertainment complex, bar or restaurants.

20. Use of your pitch. Only one tent or trailer tent is permitted per pitch (with the exception of one additional pup tent). We have the right to enter your accommodation in special circumstances and in emergencies.

21. Hot water. Hot water to showers and basins is provided free of charge but you aren’t allowed to take hot water away from the shower blocks.

22. Your personal possessions. You are responsible for your personal possessions on park and we aren’t responsible for any loss or damage to these. If you leave personal possessions behind at the end of your holiday we’ll try to return them but are not responsible for them.

23. Park facilities. For health and safety reasons some of our facilities and activities have age and/or height restrictions. Children under the age of 8 must be supervised by an adult in the swimming pool and one adult may not supervise more than two children under 8. At Ruda Holiday Park all children under 4 must be supervised by an adult on a one-to-one basis. At busy times access to facilities may be restricted and a booking system may operate. We may have to close facilities (e.g. for health and safety reasons, maintenance or reasons beyond our control) and we are not liable to compensate you if we do so.

24. Entertainment. You will be given entertainment passes which you will need to show to access facilities and entertainment. Any day visitors you have will need to buy day entertainment passes to access facilities and entertainment. When you give your party’s details at the time of booking you apply for membership of the Parkdean Resorts Social and Bingo Club (where provided). We may have to withdraw or change entertainment or close facilities and we are not liable to you if we have to do so. You are not permitted to bring your own alcohol or other drinks into the entertainment complex, bar or restaurants. Lighting and flash photography may be used during some of our entertainment.

25. Gambling restrictions. If any member of your party has self-excluded themselves from any other gambling premises, they must highlight this to the park management on arrival. We cannot accept any liability for any losses incurred where a guest has not informed us of their self-exclusion.

26. The holiday park. Most of our parks are in rural locations so there may be areas of uneven ground, unmade paths and limited lighting. Please take special care to avoid accidents. Some parks may also have lakes, ponds, and rivers so please make sure you know about these features and supervise children appropriately.

27. Your car and other vehicles. You should comply with speed limits, parking and traffic regulations on park. We try to provide parking next to or near your holiday home or pitch but we can’t guarantee this, please ask at time of booking. Vehicles are brought into the holiday park at your risk and we are not responsible for loss or damage to these except where it is caused by our negligence or fault. Quad bikes, segways, hoverboards and similar, pickup and any commercial or working vehicles including large vans aren’t allowed on park. Please note we do not currently have a facility to charge hybrid cars. You are not permitted to charge your car using the holiday home electricity.

28. Behaviour on park. Our parks are family holiday parks so please ensure your behaviour is appropriate and not noisy, offensive or likely to cause any harm or upset to other guests, staff or property at the holiday park. If we feel your behaviour is illegal, offensive, disruptive or inappropriate or is disturbing other guests we will ask you to leave the holiday park and no refund will be given.

29. Sand dunes and the beach. Please be aware that no camping, fires, BBQs, fireworks, glass or alcohol is permitted in the sand dunes or on the beach.

30. Filming and photography. We sometimes have TV and other companies filming or taking photographs on park. We will do all we can to ensure you are not disturbed by this. We can’t accept any responsibility or offer any financial award if you do appear in films or photographs. No photography is allowed in swimming pool areas. The use of drones is not permitted at any holiday park.

31. Entry. We reserve the right to refuse you and your party entry to our holiday parks, or to ask you and your party to leave our holiday parks, if you or any member of your party breaches any of our terms and conditions and you will not receive any refund.

When it’s time to leave

32. Departure time. Pitches and all vehicles must vacate Surfer's Paradise by 10.00am on the day of departure. If you want to extend your stay you must visit Reception before 10.00am on the day you are due to depart. If you don't leave your pitch by 10.00am (or any later time that you have arranged with us) you will be charged for an extra day. On occasion, subject to availability, it may be possible to book a half day to depart at 6.00pm.

33. Leaving your pitch. At the end of your holiday please leave the pitch in a clean and tidy condition.

Can we help?

34. Feedback. We do all we can to make sure you enjoy your holiday but sometimes things may go wrong. If this happens please tell the Park reception straight away and we will try and put things right. If anything is not sorted out during your stay please contact our Customer Relations team by email or write to the team (our address is at clause 45) no later than 14 days after the end of your holiday.

35. Alternative dispute resolution. If, despite our best efforts and having followed the above procedure for reporting and resolving your complaint, you feel that it has not been satisfactorily settled, we recommend that it is referred for arbitration under the ABTOT Travel Industry Arbitration Service. An Independent Arbitrator will review the documents relating to any complaint and deliver a binding decision to bring the matter to a close. A fee is payable by each party when an application for arbitration is submitted. Details of this scheme are available from The Travel Industry Arbitration Service, administered by Dispute Settlement Services Limited, 9 Savill Road, Lindfield, West Sussex, RH16 2NY. E-mail: This scheme cannot however decide in cases where the sums claimed exceed £5,000 per person or £10,000 per booking or not solely or mainly in respect of physical injury or illness or the consequences of such injury or illness, or solely or mainly in respect of a discrimination claim or any claim under the Equality Act.

If you need to make a change or cancel your booking

36. Alterations to your booking. Once there is a contract, if you need to make changes to your confirmed booking, you must contact us as soon as possible using “Manage my Booking” online at, emailing us at or calling us on 0344 335 3252. Whilst we will do our best to assist, we cannot guarantee that we will be able to meet your requested change.

  1. Changes more than 10 weeks prior to the start date. If we can accommodate your change request and it is received 10 weeks or more prior to your start date, there will be an amendment charge to cover our administration costs plus any change in price if applicable (e.g. if you change dates or holiday park) which you will need to pay us. You should be aware that these costs could increase the closer to the departure date that changes are made and you should contact us as soon as possible. Where we are unable to assist you and you do not wish to proceed with the original booking we will treat this as a cancellation by you and a cancellation fee may be payable in accordance with clause 37 below.
  2. Changes less than 10 weeks prior to the start date. We do not accept any major changes (dates and parks) to bookings within 10 weeks to your start date. If your requested change can be accommodated, your confirmed booking will be treated as cancelled in accordance with clause 37 and a new booking made on the current pricing structure.
  3. Adding/removing extras. Holiday extras (such as dining options, activities, fishing permits, priority arrivals, pets, etc.) can be added or removed, subject to availability, any time, up until 24 hours prior to arrival date.

37. Cancelling your booking. If you decide to cancel your confirmed booking, please contact us as soon as possible using “Request Cancellation” online at, emailing us at or calling us on 0344 335 3252. The date that you contact us is the date of the cancellation.

Should one or more member of your party cancel, it may increase the per person holiday price of those remaining on the booking and you will be liable to pay this increase.

Because we incur costs in cancelling your booking, if you do not have cancellation cover protection, you will have to pay cancellation charges as follows:

Number of days prior to arrival that cancellation notification is received
Cancellation Charge as a % of total holiday value
More than 70 Days
Full standard deposit (if you have paid a discounted deposit you will also need to pay an amount up to the standard deposit) plus administration fee
70-57 days
56-29 days
28 days or less

Where possible, we will deduct the cancellation charge(s) from any monies you have already paid to us. Insurance premiums for holiday insurance, cover costs and administration fees are non-refundable in any event.

If you have bought holiday cancellation cover you will be covered for more of the cancellation charges depending on when you cancel and the reasons for cancelling. Full details of our holiday cancellation cover are on our website or you can call us on 0344 335 3252.

This clause 37 outlines the rights you have if you wish to cancel your booking. Please note that there is no automatic statutory right of cancellation under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (Directive 2011/83/EU).

If you decide to terminate your holiday due to the weather we will not refund the money you have paid for the nights you are not staying.

38. Cancellation by us. Very occasionally, we may have to cancel your booking. If we have to do so we will tell you as soon as possible and you can choose either to have a full refund, or accept any alternative arrangements offered to you (we’ll give you a refund of the price difference if the alternative is less expensive than the one you booked). We will have no further liability to you for this*.

Some other important information

39. Brochure and website accuracy. We have taken all care to make sure our brochure and website are correct at time of going to print. However, we can’t accept responsibility for any errors or the results of these. Photographs of accommodation are examples only and furnishings, layout, decoration and views may vary. We are not responsible to you for unforeseen events or matters over which we have no control.

40. Our responsibility for loss or damage suffered by you.

  1. We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us when you booked your holiday.
  2. Our responsibility for any foreseeable loss or damage suffered by you which is caused by us is limited to the cost of your holiday (less any insurance premium), except in the case of death or personal injury. We don’t operate the local attractions which are not on the park or act as an agent for these, and so we are not liable for any damage or loss you may suffer when buying tickets or visiting the attraction. We are only responsible to you for the services we have agreed to provide to you, as included on your booking confirmation. We will not accept responsibility for services or facilities which do not form part of our agreement or where they are not advertised in our brochure or website. Your statutory rights are not affected by anything in these terms and conditions.
  3. We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the services we’ve agreed to provide to you.
  4. We will not be responsible or pay you compensation for any loss or damage suffered by you if it results from:
    1. the acts and/or omissions of the person affected; or
    2. the acts and/or omissions of a third party unconnected with the provision of the services we’ve agreed to provide to you; or
    3. Events Beyond our Control (see clause 41).
  5. You must notify us of any complaint or claim you have in accordance with the complaints procedure set out in clause 34.
  6. We are not liable for business losses. We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

41. Events beyond our control. Except where otherwise expressly stated in these terms, we are not responsible for events beyond our control. This means any event beyond our or our suppliers’ control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Examples include war and acts of terrorism (and threat of these), civil war, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination or remain at the travel destination, the act of any government or other national or local authority including port or river authorities, industrial dispute and labour strikes, lock closure, natural or nuclear disaster, fire, chemical or biological disaster, unavoidable technical problems with transport and all similar events outside our or our supplier’s control.

42. Keeping safe the information you have given us. The information you give us in connection with your booking is held by Parkdean Resorts (as a data controller) in accordance with the Data Protection Act 2018 and the EU General Data Protection Regulation 2016 (as applicable). We use this information to help us to provide and improve our service to you and to provide you with information about our holidays and holiday homes. We may disclose this information to companies in the Parkdean Resorts group[**] and to our agents, contractors, insurers and insurance brokers and their advisers, and to others if we are legally required to do so, or where we believe it is necessary to protect our or another person’s rights, property or safety. Where you make an enquiry or purchase with us, we will process your data for marketing purposes. If you do not want us to send marketing information about our holidays or holiday homes please contact us using the telephone number or address below. Alternatively, you can email us at We use CCTV cameras at some locations at our holiday parks for crime prevention and safety reasons and telephone calls may be recorded for training and monitoring purposes. You should ensure other members in your party know about the information you provide and how we use it and agree to it. For further information on how we process your personal data please see our privacy policy at

[**] Parkdean Resorts Limited, GB Holiday Parks Limited, Park Resorts Limited, Manor Park Holiday Park Limited, Southview Leisure Park Limited, South Lakeland Parks Limited, Lake District Leisure Pursuits Limited, Parkdean Holiday Parks Limited, Upperbay Limited, Parkdean Caravan Parks Limited, Southerness Holiday Village Limited, Westar Holidays Limited and Vauxhall Holiday Park Limited.

43. Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the contract in the English courts. If you live in Scotland you can bring legal proceedings in respect of the contract in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the contract in either the Northern Irish or the English courts.

44. Changes to terms. Parkdean Resorts may change these terms from time to time. If we do so then we will notify you by email and posting the new terms on our website.

45. How to contact us. If you need to contact us please call our team on 0330 207 9225 or email them at or write to us at Parkdean Resorts, One Gosforth Park Way, Gosforth Business Park, Newcastle upon Tyne, NE12 8ET.