FAQ Bluecoat Image

Frequently Asked Questions


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 K2, K1 and P1, P2, C1, C2 apartments?
A. We use single letter codes on stationary such as K1 P2 C1 For example, K=Classic, therefore a K1 is a Classic 1 bedroom, P2=Popular 2 bedroom and C=Club etc..

Q. Can you hire Microwaves?
A. Each centre has a Hire–Time Prices and equipment vary from centre to centre However, most have a limited availability of Microwaves.

Q. Do you have Double Beds available at any of your Parks?
A. We have a limited number of Double Beds available at selected Parks, please call one of our Holiday Advisors for more information.

Q. Are cots provided?
A. Cots are available to hire (under 2’s) for a nominal fee of £10 (Please note: cot linen is not provided).

Q. Will we have to pay for electricity?
A. Electricity is free in Club Apartments but there is a small charge in Popular and Classic Apartments on our Self Catering Parks Electric is charged by the normal domestic tariff and runs from a meter in the Apartment. Meter cards are purchased at £5.

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 at 10:00am on the day of your departure, however you are welcome to stay on park to enjoy the entertainments and facilities for the rest of the day.

Q. What time can we check into our accommodation?
A. Check–in times for all Parks commences at 2:00pm in Club & 4:00pm in Classic & Popular.

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 With the exception of Club all electricity is charged on a meter meter cards can be purchased from Reception, Shop and the security gate.

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 (This does not include Pakefield).

Q. Can I have my shopping delivered?
A. Yes Please arrange this with your Holiday Park.

Q. Is there an iron in my apartment?
A. No iron is provided in the apartment, however if required you can hire this appliance from Hire Time.

Q. Can I pay for an early check in/or late check out?
A. See Park.


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 are given in the Holiday Welcome Pack.

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 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 you require this.

Q. Do you have a Disability helpline?
A. Our disability helpline is a recorded service where we ask you to leave your name and phone number and we’ll get back to you The service is operated Mon–Fri 9:00am–5:30pm not on Bank Holidays Call: 0845 458 8584. Calls are charged at.

Q. Do you offer discounts for disabled guests?
A. We currently do not offer concessions for disabled guests but if you are a blue badge holder we will not charge for ground floor accommodation. We also have adapted accommodation that can cater for all abilities.

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 on–line booking?
A. If you agreed to provide your email address at time of booking then you will be sent a booking confirmation email This email will provide you with a link to check your booking on–line If you do need to check your booking details you can contact an a.

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, 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 Self Catering and per person Half Board The holiday package will include/exclude different activities depending on the time of year it is taken Please see Special Offers and Activities pages for more information.

Q. Do you charge for card payments?
A. We charge £2 per transaction on top of any payment made via credit card, debit card fees are 50p per transaction.

Q. Can I get a refund if I change my mind?
A. The deposit you pay is non–refundable and if it is less than 56 days until your holiday then the whole 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. Do you sell insurance?
A. As of 2015 we no longer offer a travel insurance policy to guests staying on park. However many external vendors offer this service for a small fee.

Q. When making a booking what passenger details do you require?
A. We require the full name and ages of all the people going on the holiday and also the car registration of any vehicle being brought onto park with you.

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. There are 2 ways to pay by Paypoint, the first is to buy a Pontins E–money voucher, call us and make a booking we will then give you a reference number which once you have purchased the voucher you can quote back to us. Once you have bought the voucher.

Q. What payment cards do you accept?
A. We accept Solo, Visa, MasterCard, Euro card, Delta, Euro card for payment on–line.

Q. How do I change or amend a Booking?
A. Please call the Contact Centre on 0844 576 5943. They are open Monday to Sundays. We hope to offer this facility on–line soon. Calls are charged at 7p 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. Group Bookings/Parties?
A. If you want to book a holiday with all of the family together or with a large group of friends, please call our Contact Centre. They will be able to help you to book adjacent or adjoining accommodation at the same location.

Q. Why is there an occupancy supplement?
A. There is an occupancy supplement for maximum occupancy in apartments E.g. if there are 6 people in an apartment that sleeps max 6 people There is also an occupancy supplement at our Pakefield park This is the difference in price between our Classic and Cl.

Q. How can I pay for my holiday?
A. We accept Solo, Visa, MasterCard, Euro card, Delta, Euro card for payment on–line Payments can also be taken over the phone 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 free, however if you do require a cot for your apartment we charge £10 for hire Please note 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 (£60 when booking Pakefield).

Q. Will I receive confirmation in the post?
A. If you have not opted in to receive your confirmation via email, you will receive all correspondence through the post Final confirmation of your booking is usually sent out 10–14 days before your holiday is due to commence.

Park Information

Q. Are pets allowed?
A. Regrettably we do not accept pets, with the exception of registered Guide Dogs/Assistance Dogs.

Q. Is there a cash machine on park?
A. Contact Park for details.

Q. How do I track down lost property?
A. See Park.

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 extra 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 What–s On pages of each centres website.

Q. How do I get to…?
A. Each Holiday Park webpage has – how to find us – 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 5 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 bring 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 are welcome on the park from midday on your check–in day and on check–out you are welcome to stay until 5pm.

Q. Where can I purchase electric cards?
A. Electricity cards can be purchased at the main reception, shop and security gate on park.

Q. Can my friends visit me whilst I’m on park?
A. Day passes are available at a small extra charge for anyone wishing to visit you during your holiday Please ask at Reception for full details.

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. When can I arrive on park?
A. You are welcome to arrive any time after lunch, you can use the on site facilities, or sample the entertainments and activities We do not have facilities to look after your luggage.

Q. Is there anywhere I can store my luggage?
A. There is no designated area for your luggage to be store All belongings are left at the guests 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. What are the restaurant/Shop/Swimming pool opening times?
A. See individual parks for details.

Q. Is there a coach service to Park?
A. Contact park for more details.

Q. Is there Wi–Fi?
A. Contact Park – available at some parks.

Q. Do we hire wheelchairs/Mobility scooters?
A. Contact Park for details.


Q. What time is the entertainment on until?
A. See Park.

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. When do your parks open?
A. See parks for opening dates or call 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 the guests have a great holiday They run all the activities, perform in shows, assist with the cabaret acts and socialise with the guests.

Q. Where can you get the Crocodile Song from?
A. Subject to stock, the Crocodile Song and other songs are available from the on–centre shop.

Q. Where have the Special Events – Themed Breaks gone?
A. Themed breaks can be found – Here.

Q. What is included in the cost of my holiday?
A. Entertainment passes are including in the cost of your holiday (with the exception of media/newspaper promotions).


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.


Q. What are the ages for children Half Board?
A. Half board prices are as follows Adults (14 and upwards) Children (2–13) Under 2’s free.

Q. Do I have to pay for any of the facilities and are they open all year round?
A. Adventure Activities including Go Karting, Climbing wall etc., are all chargeable Please contact the park for more details of all activities We do offer up to 70 free activates.

Q. If I forget my hairdryer will I be able to hire one?
A. Yes, don’t worry we have Hire–Time where you can hire everything from towels, hairdryers, irons, family cycles, microwaves, fridges, highchairs, wheelchairs etc. The list is endless.

Q. Are there heated swimming pools?
A. Each Holiday Park has an indoor heated swimming pool, see the Activities page for more information on these The pool is included in the holiday price, there is no extra charge for using it.

Q. Are there any Childcare – Babysitter facilities?
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. Where can you find somewhere to eat?
A. Please refer to the Venues and Facilities page of each Holiday Park’s website.

Q. Can you cater for special diets?
A. Most special diets can be catered for Please advise the park at time of booking E.g. Gluten free or Diabetic.

Q. Do all the Parks have Arcades?
A. Yes, all our Holiday Parks have arcades.


Q. Self Catering and Half Board holidays for single parents (HELP)?
A. Pontins in association with the HELP organisation have got together to provide a range of Self Catering and Half Board holidays for single parents For full details and membership booking forms call 01427 668717.

Q. Can I buy Pontins Gift vouchers?
A. Unfortunately we do not currently offer Gift Vouchers.

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. How do I get a Brochure?
A. You can order a brochure using the link on the home page of this website.

Q. Can we book a Britannia hotel room through Pontins?
A. Unfortunately not 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 have been discontinued as of 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.