Contact Us

Complaints – Guestsolutions@pontins.com

Our new central Guest Solutions Department opened on 27th April 2017

We will do all we can to ensure you enjoy your Pontins Holiday, but we know that sometimes things may go wrong so we have set up a new Guest Solutions department to help you. We hope that you won’t need to complain, but if you do please see the steps below:

When you are on holiday, if there is anything wrong with your holiday accommodation or the facilities on park, please tell the nearest Duty Manager who will try and put things right.

If the Duty Management team are unable to resolve your concerns or you are still unhappy, you can leave on the first day of your holiday and we will refund the full cost to you. (This will be refunded centrally by the Sales Centre). We really hope that this won’t be necessary and ask that you do give us a fair opportunity to resolve your issues before leaving, otherwise we may not be able to refund you.

If you have returned from your holiday and are still unhappy please contact our Guest Solutions team on guestsolutions@pontins.com or write to us at Guest Solutions, Pontins Holidays, Ainsdale House, Shore Road, Southport, PR8 2PZ.

We will acknowledge your correspondence as soon as we possibly can, (Guest Relations operates 9am – 6pm, Monday – Friday). Once we have had the chance to fully investigate, we will reply to you. In peak times this could take us up to 28 days but we will always endeavour to reply as soon as possible. Please ensure you quote your holiday reference number and Guest Solutions form number (if applicable) when contacting us. We may not be able to help you with any matters that you didn’t already tell the Duty Managers about when on holiday.

We are always glad when any concerns are resolved during your holiday and the resolution accepted by you and your party. We’re sorry that we won’t be able to enter into any correspondence regarding already resolved items.

Pontins will always keep all your personal information safe and secure so due to Data Protection, we can only correspond with the Lead Name on the Holiday reservation.

Got a Question?

You can call our Friendly Holiday Advisors to speak to on: 0871 222 0201
Please note: Calls are charged at 13p per minute + your chosen phone company access charge.

Monday-Friday: 08:00 – 22:00
Saturday: 09:00 – 22:00
Sunday: 09:00 – 19:00

Our Contact Centre is based in the UK and our Advisors are very knowledgeable about the Holiday Parks and will make sure that they find the right Holiday for you.

Correspondence Address

Britannia Jinky Jersey LTD T/A Pontins,
Ainsdale House,
Shore Road,
Ainsdale, Southport,
PR8 2PZ

Southport Holiday Park

Pontins Southport Holiday Park,
Shore Road,
Ainsdale-on-Sea, Southport,
PR8 2PZ
Tel No: 08724 350 201
E-Mail: reception741@pontins.com
Please note: Calls are charged at 13p per minute + your chosen phone company access charge.

Where are you travelling from?

Which park are you visiting?

Would you like to add Pontins to your Sat Nav click on your make below to download the POI files.
TomTom | Navman | Igo | Garmin

Prestatyn Sands Holiday Park

Pontins Prestatyn Sands Holiday Park,
Central Beach, Barkby Avenue,
Prestatyn, Denbigshire, North Wales,
LL19 7LA
Tel No: 08724 350 202
E-Mail: reception742@pontins.com
Please note: Calls are charged at 13p per minute + your chosen phone company access charge.

Where are you travelling from?

Which park are you visiting?

Would you like to add Pontins to your Sat Nav click on your make below to download the POI files.
TomTom | Navman | Igo | Garmin

Brean Sands Holiday Park

Pontins Brean Sands Holiday Park,
Burnham on Sea,
Somerset,
TA8 2RJ
Tel No: 08724 350 203
E-Mail: reception743@pontins.com
Please note: Calls are charged at 13p per minute + your chosen phone company access charge.

Where are you travelling from?

Which park are you visiting?

Would you like to add Pontins to your Sat Nav click on your make below to download the POI files.
TomTom | Navman | Igo | Garmin

Camber Sands Holiday Park

Pontins Camber Sands Holiday Park,
New Lydd Road, Camber Sands,
Sussex,
TN31 7RL
Tel No: 08724 350 204
E-Mail: reception744@pontins.com
Please note: Calls are charged at 13p per minute + your chosen phone company access charge.

Where are you travelling from?

Which park are you visiting?

Would you like to add Pontins to your Sat Nav click on your make below to download the POI files.
TomTom | Navman | Igo | Garmin

Pakefield Holiday Park

Pontins Pakefield Holiday Park,
London Road, Kessingland,
Lowestoft, Suffolk,
NR33 7PF
Tel No: 08724 350 205
E-Mail: reception745@pontins.com
Please note: Calls are charged at 13p per minute + your chosen phone company access charge.

Where are you travelling from?

Which park are you visiting?

Would you like to add Pontins to your Sat Nav click on your make below to download the POI files.
TomTom | Navman | Igo | Garmin

Sand Bay Holiday Park

Pontins Sand Bay Holiday Park,
Beach Road, Kewstoke
Weston super Mare
BS22 9UR
Tel No: 0872 435 0206
E-Mail: reception751@pontins.com
Please note: Calls are charged at 13p per minute + your chosen phone company access charge.

Where are you travelling from?

Which park are you visiting?

Help Numbers

Holiday Payments Team

08714 742 762
Please note: Calls are charged at 13p per minute + your chosen phone company access charge.

Special Needs Helpline

0871 222 0201

Please note: Calls are charged at 13p per minute + your chosen phone company access charge.

Group Bookings

0871 474 0744
Please note: Calls are charged at 13p per minute + your chosen phone company access charge.

Pontins Commitment to Service

We may record or observe telephone calls to allow us to continually improve our quality and service to our guests. Please Note: Whilst our Advisors and website will always endeavor to give accurate information and price quotations, we cannot accept responsibility for such information unless it is confirmed by us in writing. E-mail responses will be responded to as soon as we have had the opportunity to investigate fully. You can also email contact.us@pontins.com for general questions.