Top Questions

Due to Coronavirus, if I don’t want to arrive for my holiday can I get a refund?

If your arrival date is before the 14th June 2020, a member of our team will be in touch with you directly to discuss your options.

Any holiday arriving before 28th June can be moved to a future date free of charge*. Please check our Booking Guarantee for details of alternative dates available. (Charges may apply if your holiday is moved to a date with an increased tariff period). Any holidays outside 6 weeks of arrival are bound by our normal T&Cs.

Will your parks be shut due to COVID-19?

As of 22nd March, we have taken the difficult decision to close all our parks. Our parks will remain closed to holiday guests until at least 4th July 2020.

We will be directly contacting all guests booked to arrive before 4th July. We kindly ask that due to the high number of calls and increased demand, that you wait for a member of our team to call you rather than phoning us.

I booked my holiday through Hoseasons, who do I need to speak to?

You will need to call Hoseasons directly, as your booking will be bound by their T&C’s which may be different to ours.

Are your holiday homes close together?

Our holiday homes will be no closer than 5 metres to each other, meaning there is plenty of open space between you and your neighbour.

What is contactless check-in?

As an added safety measure following Government guidance and social distancing advice, all our accommodation now feature a 'contactless check-in' as standard. This means you don't have to pick up your key from reception, instead it will be ready and securely waiting for you at your accommodation at your designated check-in time. We'll even provide directions to your accommodation, where everything will be waiting for you so you can make the most of every moment on park.

Shortly before your holiday starts you will receive our pre-arrival email, where you can register all your details and begin the online check-in process.

Is there wifi? What is the phone reception like?

Complimentary Wi-Fi is fully available around the parks and inside your accommodation at Swanage Coastal Park, Oakdene Forest Park, Shorefield Country Park, Merley Court Holiday Park and Forest Edge Holiday Park.

Complimentary WiFi is also available throughout the main facility buildings across the parks.

There is limited Wi-Fi at Lytton Lawn and Wilksworth.

Mobile phone reception in the New Forest area can sometimes be patchy on some networks but is generally improving over time. There is usually no problem at Swanage Coastal Park or Merley Court Holiday Park.

Do you provide towels?

As an added precautionary measure, we will no longer provide towels in our accommodation in order to minimise the risk to you as guests. We therefore recommend that you bring your own towels and tea towels for your holiday.

When does the outdoor swimming pool open?

We have outdoor swimming pools at Shorefield Country Park, Oakdene Forest Park, Wilksworth Caravan Park and Merley Court, the opening times will vary seasonally, and then also weather dependent. Naturally they will be planned to be open during the school summer holidays, and will open for weekends in the early summer as the weather improves. To check on a specific park please give the park reception a call.

Will the hot tub be warm when we arrive?

All the Hot Tubs are emptied cleaned and refilled with every departure / arrival we do endeavour to make sure these are up to temperature when you arrive, in colder months this naturally will take longer.

If we arrived early would we be allowed on the park and use the facilities?

Yes, just go to reception and collect your pass so you can access the park's facilities.

Can we make an appointment to speak to an ownership advisor?

Absolutely, please visit our enquiry page or call 0800 214080

Can we have food delivered to our caravan or lodge?

Yes you can, please mention this to reception before they are due to arrive and they will ensure the delivery can reach your accommodation.

Due to COVID-19, will your facilities be open for my holiday?

For your safety and following Government advice, all our leisure facilities will be closed for 2020 until advised by the Government that it is safe for these to re-open. You can still get away and enjoy the stunning open spaces, miles of beaches and scenic woodlands on one of our 'Shorefield Getaways' in 2020.

Closures will apply for our swimming pools (both indoor and outdoor), entertainment, bars & restaurants, arcades, gyms, launderettes and play parks until further notice.

We will be offering a takeaway food service at Oakdene Forest Park & Shorefield Country Park, plus all our on-site shops will remain open with social distancing measures in place.

We envision being able to offer our full facilities for holidays in 2021 and will keep you updated if the Government make any announcements that allow us to open our facilities sooner.

Camping & Touring

Due to Coronavirus, if I don’t want to arrive for my holiday can I get a refund?

If your arrival date is before the 14th June 2020, a member of our team will be in touch with you directly to discuss your options.

Any holiday arriving before 28th June can be moved to a future date free of charge*. Please check our Booking Guarantee for details of alternative dates available. (Charges may apply if your holiday is moved to a date with an increased tariff period). Any holidays outside 6 weeks of arrival are bound by our normal T&Cs.

Will your parks be shut due to COVID-19?

As of 22nd March, we have taken the difficult decision to close all our parks. Our parks will remain closed to holiday guests until at least 4th July 2020.

We will be directly contacting all guests booked to arrive before 4th July. We kindly ask that due to the high number of calls and increased demand, that you wait for a member of our team to call you rather than phoning us.

I booked my holiday through Hoseasons, who do I need to speak to?

You will need to call Hoseasons directly, as your booking will be bound by their T&C’s which may be different to ours.

Are your holiday homes close together?

Our holiday homes will be no closer than 5 metres to each other, meaning there is plenty of open space between you and your neighbour.

Is there wifi? What is the phone reception like?

Complimentary Wi-Fi is fully available around the parks and inside your accommodation at Swanage Coastal Park, Oakdene Forest Park, Shorefield Country Park, Merley Court Holiday Park and Forest Edge Holiday Park.

Complimentary WiFi is also available throughout the main facility buildings across the parks.

There is limited Wi-Fi at Lytton Lawn and Wilksworth.

Mobile phone reception in the New Forest area can sometimes be patchy on some networks but is generally improving over time. There is usually no problem at Swanage Coastal Park or Merley Court Holiday Park.

Are your holiday parks pet friendly?

Yes, all of our parks are pet friendly, just add your pet(s) to your booking when you search. We do request though that your dog is kept on a lead whilst on the park, and that they are of course well behaved

What is the difference between touring pitch types?

Standard Pitches (Coastal Heights at Swanage) do not have any electric hook up.

Serviced Grass Pitches are on grass with electric hook-up (Available at Lytton Lawn Touring Park, Merley Court Holiday Park & Wilksworth Caravan Park)

Serviced Hard-Standing Pitches (available at Merley Court Holiday Park & Wilksworth Caravan Park) are on a hard-standing surface such as tarmac or gravel, making them ideal for motorhomes, campervans and touring caravans. They all have electric hook-up.

Premier Pitches (available at Lytton Lawn Touring Park) and Executive Pitches (available at Merley Court Holiday Park & Wilksworth Caravan Park) come with electric hook-up, plus water and drainage.

Can I park on or near to my pitch?

Yes, the pitch price allows for one vehicle so please allow for this when calculating the pitch size required. Additional vehicles are chargeable at £4 per night and will usually have to be kept in the car park. We regret that commercial vehicles are not allowed on our parks.

Are BBQs allowed?

Use of BBQs are permitted at our touring & camping parks, as long as they are raised well off the ground on a fixed stand and all safety rules are observed.

Can we have a fire pit?

We're sorry, but open fires or campfires are not allowed at any of our parks at any time.

Do you accept organised rallies?

We warmly welcome Rallies and offer specific discounts and special offers please call us on 01590 648333 to discuss your requirements.

Large single sex and young mixed groups will need to seek prior approval from Shorefield Holidays and we will usually ask for a returnable security deposit.

Are prices per person or per holiday?

Prices are for the holiday, for the full duration of your stay, but there is a limit (sleeps x) to how many people can stay in each type of accommodation. Please only take into account all people over the age of two when calculating accommodation berths. If your holiday is more than 8 weeks ahead you only need to pay a deposit, which is clearly displayed in the bookings process.

What are your check-in and check-out times for touring and camping?

Check-in is from 12 NOON on the day of arrival, and check-out is at 11AM on the day of departure.

What can I expect out of season?

The locations of our parks make them the ideal choice for a holiday outside of the main summer holiday months. The area is beautiful at all times of year with many local tourist attractions staying open for a large part of the year and at Shorefield Country Park and Oakdene Forest Park leisure facilities remain open throughout the year.

Entertainment at Shorefield Country Park and Oakdene Forest Park will be less frequent outside of peak holiday periods, but there is entertainment on daily all year round.

Some facilities such as the outdoor pools are only open in the warmer summer months

What is included in the pitch price?

At Shorefield Holidays we have a simplified pricing structure for touring and camping. Pitch price includes up to 6 people; car; tent, caravan or motorhome with awning and all the leisure and entertainment facilities at any of our parks. Additional charges are for pets, extra cars, pup tents and gazebos. We do not charge extra for the unlimited hot water in the showers.

What is “electric hook-up”?

An electric hook-up allows access to electricity on a serviced pitch. It is a specialist unit available from most reputable camping and caravan outlets for around £50 – £70 and is not a standard domestic extension lead. The voltage at our parks is generally 16 amp on hardstanding and 10 amp on grass.

How can I get a brochure?

In line with our green policy to reduce uneccessary use of plastic and other materials, we no longer print a brochure. All of the information and pricing is on the website, but to answer any specific questions please phone our reservations team on 01590 648333

Can you tell me more about the caravan storage at Merley Court?

The Merley Court storage is ideal for anyone who is a frequent visitor to our parks or just for someone who needs a half way point to save towing for long journeys. We offer our storage service 365 days a year, allowing you to access your caravan whenever you need it.

To contact us about caravan & motorhome storage at Merley Court please call the main park reception on 01202 881484 and the team will be delighted to help.

Can you tell me more about seasonal pitches at Lytton Lawn?

Lytton Lawn, near Lymington, offers a range of seasonal pitches with variable lengths of usage, from 3 months on electric hook up pitches. The park is close to the New Forest and the coast at Milford on Sea so this is an ideal base for a seasonal pitch.

To contact us about our seasonal pitches at Lytton Lawn please call the main park reception on 01590 643339 and the team will be delighted to help.

Can I pay my balance online?

At the moment you cannot, you can book your holiday with a deposit and pay the remaining amount by calling our reservations team on 01590 648333

Can you please advise how much the cancellation fee is?

Please visit our terms and conditions page, there is a link at the bottom of the page

When does the outdoor swimming pool open?

We have outdoor swimming pools at Shorefield Country Park, Oakdene Forest Park, Wilksworth Caravan Park and Merley Court, the opening times will vary seasonally, and then also weather dependent. Naturally they will be planned to be open during the school summer holidays, and will open for weekends in the early summer as the weather improves. To check on a specific park please give the park reception a call.

What are your pitch sizes?

They are either 6,7,or 8 metres, this will vary by park and pitch size. Please choose a pitch size that is suitable for your needs taking into account both the size of your tourer / tent, and your car. By choosing a pitch size, only pitches of that size will show. If you have any concerns please call the team on 01590 648333, and they can identify a suitable pitch for you.

If we arrived early would we be allowed on the park and use the facilities?

Yes, just go to reception and collect your pass so you can access the park's facilities.

Due to COVID-19, will your facilities be open for my holiday?

For your safety and following Government advice, all our leisure facilities will be closed for 2020 until advised by the Government that it is safe for these to re-open. You can still get away and enjoy the stunning open spaces, miles of beaches and scenic woodlands on one of our 'Shorefield Getaways' in 2020.

Closures will apply for our swimming pools (both indoor and outdoor), entertainment, bars & restaurants, arcades, gyms, launderettes and play parks until further notice.

We will be offering a takeaway food service at Oakdene Forest Park & Shorefield Country Park, plus all our on-site shops will remain open with social distancing measures in place.

We envision being able to offer our full facilities for holidays in 2021 and will keep you updated if the Government make any announcements that allow us to open our facilities sooner.

Caravans & Lodges

Due to Coronavirus, if I don’t want to arrive for my holiday can I get a refund?

If your arrival date is before the 14th June 2020, a member of our team will be in touch with you directly to discuss your options.

Any holiday arriving before 28th June can be moved to a future date free of charge*. Please check our Booking Guarantee for details of alternative dates available. (Charges may apply if your holiday is moved to a date with an increased tariff period). Any holidays outside 6 weeks of arrival are bound by our normal T&Cs.

Will your parks be shut due to COVID-19?

As of 22nd March, we have taken the difficult decision to close all our parks. Our parks will remain closed to holiday guests until at least 4th July 2020.

We will be directly contacting all guests booked to arrive before 4th July. We kindly ask that due to the high number of calls and increased demand, that you wait for a member of our team to call you rather than phoning us.

I booked my holiday through Hoseasons, who do I need to speak to?

You will need to call Hoseasons directly, as your booking will be bound by their T&C’s which may be different to ours.

Are your holiday homes close together?

Our holiday homes will be no closer than 5 metres to each other, meaning there is plenty of open space between you and your neighbour.

What is contactless check-in?

As an added safety measure following Government guidance and social distancing advice, all our accommodation now feature a 'contactless check-in' as standard. This means you don't have to pick up your key from reception, instead it will be ready and securely waiting for you at your accommodation at your designated check-in time. We'll even provide directions to your accommodation, where everything will be waiting for you so you can make the most of every moment on park.

Shortly before your holiday starts you will receive our pre-arrival email, where you can register all your details and begin the online check-in process.

What are your check-in and check-out times for self-catering accommodation?

Check-in is from 4pm on the day of your arrival across all our accommodation.

Check-out is by 10am on the day of departure. Note: Sunday departures for two night breaks are by 7pm.

In order to maintain social distancing, we kindly ask that you DO NOT arrive any earlier than the assigned check-in time of 4pm.

Is there wifi? What is the phone reception like?

Complimentary Wi-Fi is fully available around the parks and inside your accommodation at Swanage Coastal Park, Oakdene Forest Park, Shorefield Country Park, Merley Court Holiday Park and Forest Edge Holiday Park.

Complimentary WiFi is also available throughout the main facility buildings across the parks.

There is limited Wi-Fi at Lytton Lawn and Wilksworth.

Mobile phone reception in the New Forest area can sometimes be patchy on some networks but is generally improving over time. There is usually no problem at Swanage Coastal Park or Merley Court Holiday Park.

Are your holiday parks pet friendly?

Yes, all of our parks are pet friendly, just add your pet(s) to your booking when you search. We do request though that your dog is kept on a lead whilst on the park, and that they are of course well behaved

Are prices per person or per holiday?

Prices are for the holiday, for the full duration of your stay, but there is a limit (sleeps x) to how many people can stay in each type of accommodation. Please only take into account all people over the age of two when calculating accommodation berths. If your holiday is more than 8 weeks ahead you only need to pay a deposit, which is clearly displayed in the bookings process.

Do you accept large parties of guests?

We do welcome groups at our parks. For any specific requests please speak to a member of our reservations team.

Large single sex and young mixed groups will need to seek prior approval from Shorefield Holidays and we will usually ask for a returnable security deposit

Do I need to bring an iron?

Irons are provided in all lodge and house accommodation. You can hire irons from reception, a £10 deposit is required and then it is a £3.10 per day charge.

Are there hairdryers?

There are no hair dryers in any of the caravans or lodges.

Each bathroom & shower room has a hairdryer in Wisteria House and Lavender House.

Is bed linen provided?

Yes, we provide the bed linen in all units, and the beds are made up for you.

Do you provide towels?

As an added precautionary measure, we will no longer provide towels in our accommodation in order to minimise the risk to you as guests. We therefore recommend that you bring your own towels and tea towels for your holiday.

Is any of the accommodation adapted for disabled guests?

Yes, we have an adapted caravan and an adapted lodge at Shorefield Country Park and an adapted caravan at Oakdene Forest Park that are specially adapted for wheelchair users. To find out more please see the accommodation page and access statement.

Some of our other units are suitable for those with limited mobility, if you require accommodation with level access or near to the facilities please state at the time of booking and we will do our best to help you. If you have any questions regarding accessibility, give our Reservations Team a call on 01590 648333, who be happy to assist.

Can I hire a cot?

Yes we can provide cots, high chairs and bed guards are available to hire. Just choose these on the extras page when booking.

Will my baby’s travel cot fit in the bedroom?

The main double bedroom in the majority of modern holiday home caravans is often too small to also accommodate a Travel Cot unless it is a very small cot. Travel Cots can fit in the other bedrooms where we maybe able to remove a single bed when we are aware in advance of your requirement.

If you have any concerns about the use of cots, and your infants sleeping arrangements it is best to call the reservations team who can discuss your specific requirements and see what accommodation would be the most suitable.

What can I expect out of season?

The locations of our parks make them the ideal choice for a holiday outside of the main summer holiday months. The area is beautiful at all times of year with many local tourist attractions staying open for a large part of the year and at Shorefield Country Park and Oakdene Forest Park leisure facilities remain open throughout the year.

Entertainment at Shorefield Country Park and Oakdene Forest Park will be less frequent outside of peak holiday periods, but there is entertainment on daily all year round.

Some facilities such as the outdoor pools are only open in the warmer summer months

How can I get a brochure?

In line with our green policy to reduce uneccessary use of plastic and other materials, we no longer print a brochure. All of the information and pricing is on the website, but to answer any specific questions please phone our reservations team on 01590 648333

What is a family pass, when booking privately owned accommodation?

The family pass for entertainment and facilities is mandatory for anyone staying in privately rented accommodation. Passes will need to be purchased at reception, to allow access to any of the facilities, including, pools, bars, restaurants, entertainment etc. Prices will vary depending on season, length of stay and number of people. View our prices and download a form here

How many cars can be parked next to caravans and is there a car park for extra cars?

There is usually room for one car next to your accommodation, however there are car parks usually near the reception of each park.

Are the caravans and lodges you see in the photos the actual units available?

Yes they are photos of our accommodation across each and every category available. Our photos taken on the park in question.

Can I pay my balance online?

At the moment you cannot, you can book your holiday with a deposit and pay the remaining amount by calling our reservations team on 01590 648333

Do all lodges have a dishwasher?

Not all lodges have dishwashers, please call our reservations team to request a lodge with a dishwasher.

Can you please advise how much the cancellation fee is?

Please visit our terms and conditions page, there is a link at the bottom of the page

Do you have any houses instead of caravan accommodation?

We have three houses near and within Shorefield Country Park and one in Wimborne at Wilksworth Caravan Park, have a look at our Houses and Cottages section

When does the outdoor swimming pool open?

We have outdoor swimming pools at Shorefield Country Park, Oakdene Forest Park, Wilksworth Caravan Park and Merley Court, the opening times will vary seasonally, and then also weather dependent. Naturally they will be planned to be open during the school summer holidays, and will open for weekends in the early summer as the weather improves. To check on a specific park please give the park reception a call.

Will the hot tub be warm when we arrive?

All the Hot Tubs are emptied cleaned and refilled with every departure / arrival we do endeavour to make sure these are up to temperature when you arrive, in colder months this naturally will take longer.

Can we arrange a supermarket delivery for when we arrive and how would that be arranged?

Yes you can, you will need to speak to the reception of the park and let them know you're getting a food shop delivered, so they can allow access, you will also need to provide the driver with directions to your accommodation.

What do you offer at Christmas?

We have a full festive programme throughout December, with themed entertainment and pantomimes. Staying over the Christmas holidays is only for returning guests, who we ask to call to book.

If we arrived early would we be allowed on the park and use the facilities?

Yes, just go to reception and collect your pass so you can access the park's facilities.

Is all the accommodation non smoking?

Yes, we have a strict no smoking policy in all our accommodation.

Can we have food delivered to our caravan or lodge?

Yes you can, please mention this to reception before they are due to arrive and they will ensure the delivery can reach your accommodation.

Due to COVID-19, will your facilities be open for my holiday?

For your safety and following Government advice, all our leisure facilities will be closed for 2020 until advised by the Government that it is safe for these to re-open. You can still get away and enjoy the stunning open spaces, miles of beaches and scenic woodlands on one of our 'Shorefield Getaways' in 2020.

Closures will apply for our swimming pools (both indoor and outdoor), entertainment, bars & restaurants, arcades, gyms, launderettes and play parks until further notice.

We will be offering a takeaway food service at Oakdene Forest Park & Shorefield Country Park, plus all our on-site shops will remain open with social distancing measures in place.

We envision being able to offer our full facilities for holidays in 2021 and will keep you updated if the Government make any announcements that allow us to open our facilities sooner.

Houses & Cottages

Due to Coronavirus, if I don’t want to arrive for my holiday can I get a refund?

If your arrival date is before the 14th June 2020, a member of our team will be in touch with you directly to discuss your options.

Any holiday arriving before 28th June can be moved to a future date free of charge*. Please check our Booking Guarantee for details of alternative dates available. (Charges may apply if your holiday is moved to a date with an increased tariff period). Any holidays outside 6 weeks of arrival are bound by our normal T&Cs.

Will your parks be shut due to COVID-19?

As of 22nd March, we have taken the difficult decision to close all our parks. Our parks will remain closed to holiday guests until at least 4th July 2020.

We will be directly contacting all guests booked to arrive before 4th July. We kindly ask that due to the high number of calls and increased demand, that you wait for a member of our team to call you rather than phoning us.

I booked my holiday through Hoseasons, who do I need to speak to?

You will need to call Hoseasons directly, as your booking will be bound by their T&C’s which may be different to ours.

Are your holiday homes close together?

Our holiday homes will be no closer than 5 metres to each other, meaning there is plenty of open space between you and your neighbour.

What are your check-in and check-out times for self-catering accommodation?

Check-in is from 4pm on the day of your arrival across all our accommodation.

Check-out is by 10am on the day of departure. Note: Sunday departures for two night breaks are by 7pm.

In order to maintain social distancing, we kindly ask that you DO NOT arrive any earlier than the assigned check-in time of 4pm.

Is there wifi? What is the phone reception like?

Complimentary Wi-Fi is fully available around the parks and inside your accommodation at Swanage Coastal Park, Oakdene Forest Park, Shorefield Country Park, Merley Court Holiday Park and Forest Edge Holiday Park.

Complimentary WiFi is also available throughout the main facility buildings across the parks.

There is limited Wi-Fi at Lytton Lawn and Wilksworth.

Mobile phone reception in the New Forest area can sometimes be patchy on some networks but is generally improving over time. There is usually no problem at Swanage Coastal Park or Merley Court Holiday Park.

Do I need to bring an iron?

Irons are provided in all lodge and house accommodation. You can hire irons from reception, a £10 deposit is required and then it is a £3.10 per day charge.

Are there hairdryers?

There are no hair dryers in any of the caravans or lodges.

Each bathroom & shower room has a hairdryer in Wisteria House and Lavender House.

Is bed linen provided?

Yes, we provide the bed linen in all units, and the beds are made up for you.

Do you provide towels?

As an added precautionary measure, we will no longer provide towels in our accommodation in order to minimise the risk to you as guests. We therefore recommend that you bring your own towels and tea towels for your holiday.

Can I hire a cot?

Yes we can provide cots, high chairs and bed guards are available to hire. Just choose these on the extras page when booking.

What can I expect out of season?

The locations of our parks make them the ideal choice for a holiday outside of the main summer holiday months. The area is beautiful at all times of year with many local tourist attractions staying open for a large part of the year and at Shorefield Country Park and Oakdene Forest Park leisure facilities remain open throughout the year.

Entertainment at Shorefield Country Park and Oakdene Forest Park will be less frequent outside of peak holiday periods, but there is entertainment on daily all year round.

Some facilities such as the outdoor pools are only open in the warmer summer months

Can I pay my balance online?

At the moment you cannot, you can book your holiday with a deposit and pay the remaining amount by calling our reservations team on 01590 648333

Can you please advise how much the cancellation fee is?

Please visit our terms and conditions page, there is a link at the bottom of the page

Will the hot tub be warm when we arrive?

All the Hot Tubs are emptied cleaned and refilled with every departure / arrival we do endeavour to make sure these are up to temperature when you arrive, in colder months this naturally will take longer.

Can we arrange a supermarket delivery for when we arrive and how would that be arranged?

Yes you can, you will need to speak to the reception of the park and let them know you're getting a food shop delivered, so they can allow access, you will also need to provide the driver with directions to your accommodation.

What do you offer at Christmas?

We have a full festive programme throughout December, with themed entertainment and pantomimes. Staying over the Christmas holidays is only for returning guests, who we ask to call to book.

If we arrived early would we be allowed on the park and use the facilities?

Yes, just go to reception and collect your pass so you can access the park's facilities.

Is all the accommodation non smoking?

Yes, we have a strict no smoking policy in all our accommodation.

Can we have food delivered to our caravan or lodge?

Yes you can, please mention this to reception before they are due to arrive and they will ensure the delivery can reach your accommodation.

Due to COVID-19, will your facilities be open for my holiday?

For your safety and following Government advice, all our leisure facilities will be closed for 2020 until advised by the Government that it is safe for these to re-open. You can still get away and enjoy the stunning open spaces, miles of beaches and scenic woodlands on one of our 'Shorefield Getaways' in 2020.

Closures will apply for our swimming pools (both indoor and outdoor), entertainment, bars & restaurants, arcades, gyms, launderettes and play parks until further notice.

We will be offering a takeaway food service at Oakdene Forest Park & Shorefield Country Park, plus all our on-site shops will remain open with social distancing measures in place.

We envision being able to offer our full facilities for holidays in 2021 and will keep you updated if the Government make any announcements that allow us to open our facilities sooner.

Booking & Payments

Due to Coronavirus, if I don’t want to arrive for my holiday can I get a refund?

If your arrival date is before the 14th June 2020, a member of our team will be in touch with you directly to discuss your options.

Any holiday arriving before 28th June can be moved to a future date free of charge*. Please check our Booking Guarantee for details of alternative dates available. (Charges may apply if your holiday is moved to a date with an increased tariff period). Any holidays outside 6 weeks of arrival are bound by our normal T&Cs.

Will your parks be shut due to COVID-19?

As of 22nd March, we have taken the difficult decision to close all our parks. Our parks will remain closed to holiday guests until at least 4th July 2020.

We will be directly contacting all guests booked to arrive before 4th July. We kindly ask that due to the high number of calls and increased demand, that you wait for a member of our team to call you rather than phoning us.

I booked my holiday through Hoseasons, who do I need to speak to?

You will need to call Hoseasons directly, as your booking will be bound by their T&C’s which may be different to ours.

Are your holiday homes close together?

Our holiday homes will be no closer than 5 metres to each other, meaning there is plenty of open space between you and your neighbour.

What is contactless check-in?

As an added safety measure following Government guidance and social distancing advice, all our accommodation now feature a 'contactless check-in' as standard. This means you don't have to pick up your key from reception, instead it will be ready and securely waiting for you at your accommodation at your designated check-in time. We'll even provide directions to your accommodation, where everything will be waiting for you so you can make the most of every moment on park.

Shortly before your holiday starts you will receive our pre-arrival email, where you can register all your details and begin the online check-in process.

What are your check-in and check-out times for self-catering accommodation?

Check-in is from 4pm on the day of your arrival across all our accommodation.

Check-out is by 10am on the day of departure. Note: Sunday departures for two night breaks are by 7pm.

In order to maintain social distancing, we kindly ask that you DO NOT arrive any earlier than the assigned check-in time of 4pm.

Is there wifi? What is the phone reception like?

Complimentary Wi-Fi is fully available around the parks and inside your accommodation at Swanage Coastal Park, Oakdene Forest Park, Shorefield Country Park, Merley Court Holiday Park and Forest Edge Holiday Park.

Complimentary WiFi is also available throughout the main facility buildings across the parks.

There is limited Wi-Fi at Lytton Lawn and Wilksworth.

Mobile phone reception in the New Forest area can sometimes be patchy on some networks but is generally improving over time. There is usually no problem at Swanage Coastal Park or Merley Court Holiday Park.

Do you offer discounts?

We do have promotions and offers on through the year but these are always shown on our special offers pages so you can always get a great price booking directly with Shorefield Holidays.

Are prices per person or per holiday?

Prices are for the holiday, for the full duration of your stay, but there is a limit (sleeps x) to how many people can stay in each type of accommodation. Please only take into account all people over the age of two when calculating accommodation berths. If your holiday is more than 8 weeks ahead you only need to pay a deposit, which is clearly displayed in the bookings process.

Do you accept large parties of guests?

We do welcome groups at our parks. For any specific requests please speak to a member of our reservations team.

Large single sex and young mixed groups will need to seek prior approval from Shorefield Holidays and we will usually ask for a returnable security deposit

Can I hire a cot?

Yes we can provide cots, high chairs and bed guards are available to hire. Just choose these on the extras page when booking.

How can I get a brochure?

In line with our green policy to reduce uneccessary use of plastic and other materials, we no longer print a brochure. All of the information and pricing is on the website, but to answer any specific questions please phone our reservations team on 01590 648333

Are the caravans and lodges you see in the photos the actual units available?

Yes they are photos of our accommodation across each and every category available. Our photos taken on the park in question.

Can I pay my balance online?

At the moment you cannot, you can book your holiday with a deposit and pay the remaining amount by calling our reservations team on 01590 648333

Can you please advise how much the cancellation fee is?

Please visit our terms and conditions page, there is a link at the bottom of the page

How do I get a discount code?

Please see our special offers page for our up to date offers and any applicable discount codes

Due to COVID-19, will your facilities be open for my holiday?

For your safety and following Government advice, all our leisure facilities will be closed for 2020 until advised by the Government that it is safe for these to re-open. You can still get away and enjoy the stunning open spaces, miles of beaches and scenic woodlands on one of our 'Shorefield Getaways' in 2020.

Closures will apply for our swimming pools (both indoor and outdoor), entertainment, bars & restaurants, arcades, gyms, launderettes and play parks until further notice.

We will be offering a takeaway food service at Oakdene Forest Park & Shorefield Country Park, plus all our on-site shops will remain open with social distancing measures in place.

We envision being able to offer our full facilities for holidays in 2021 and will keep you updated if the Government make any announcements that allow us to open our facilities sooner.

Facilities

Is there wifi? What is the phone reception like?

Complimentary Wi-Fi is fully available around the parks and inside your accommodation at Swanage Coastal Park, Oakdene Forest Park, Shorefield Country Park, Merley Court Holiday Park and Forest Edge Holiday Park.

Complimentary WiFi is also available throughout the main facility buildings across the parks.

There is limited Wi-Fi at Lytton Lawn and Wilksworth.

Mobile phone reception in the New Forest area can sometimes be patchy on some networks but is generally improving over time. There is usually no problem at Swanage Coastal Park or Merley Court Holiday Park.

Which of the parks have a cash point?

Shorefield Country Park and Oakdene Forest Park have cash points in the Reception area.

Can non-guests use the facilities at any of the parks?

Holiday makers may have day guests visit them at the parks.

We regret that the leisure and entertainment facilities at the parks are not open to members of the general public.

The exceptions being access to the Reflections Day Spa and the football and tennis courts at Shorefield Country Park, as well as the VRoom and Go Active activities at Oakdene Forest Park.

Is bed linen provided?

Yes, we provide the bed linen in all units, and the beds are made up for you.

Are the bars and restaurants pet friendly?

Well behaved dogs are welcome into 'The Milford Room' in the club at Shorefield Country Park, and the Atrium at Oakdene Forest Park, dogs must be kept on leads and pet owners are responsible for their dogs at all times.

Is any of the accommodation adapted for disabled guests?

Yes, we have an adapted caravan and an adapted lodge at Shorefield Country Park and an adapted caravan at Oakdene Forest Park that are specially adapted for wheelchair users. To find out more please see the accommodation page and access statement.

Some of our other units are suitable for those with limited mobility, if you require accommodation with level access or near to the facilities please state at the time of booking and we will do our best to help you. If you have any questions regarding accessibility, give our Reservations Team a call on 01590 648333, who be happy to assist.

Can I hire a cot?

Yes we can provide cots, high chairs and bed guards are available to hire. Just choose these on the extras page when booking.

What can I expect out of season?

The locations of our parks make them the ideal choice for a holiday outside of the main summer holiday months. The area is beautiful at all times of year with many local tourist attractions staying open for a large part of the year and at Shorefield Country Park and Oakdene Forest Park leisure facilities remain open throughout the year.

Entertainment at Shorefield Country Park and Oakdene Forest Park will be less frequent outside of peak holiday periods, but there is entertainment on daily all year round.

Some facilities such as the outdoor pools are only open in the warmer summer months

What is “electric hook-up”?

An electric hook-up allows access to electricity on a serviced pitch. It is a specialist unit available from most reputable camping and caravan outlets for around £50 – £70 and is not a standard domestic extension lead. The voltage at our parks is generally 16 amp on hardstanding and 10 amp on grass.

Can you tell me more about the caravan storage at Merley Court?

The Merley Court storage is ideal for anyone who is a frequent visitor to our parks or just for someone who needs a half way point to save towing for long journeys. We offer our storage service 365 days a year, allowing you to access your caravan whenever you need it.

To contact us about caravan & motorhome storage at Merley Court please call the main park reception on 01202 881484 and the team will be delighted to help.

What's a VRoom?

The VRoom is a Virtual Reality experience at Oakdene Forest Park that provides a range of VR games and experiences for anyone to enjoy

Do you rent bikes?

No we don't rent bikes, however ask at reception and you will be directed to a local company with a discount

What is a family pass, when booking privately owned accommodation?

The family pass for entertainment and facilities is mandatory for anyone staying in privately rented accommodation. Passes will need to be purchased at reception, to allow access to any of the facilities, including, pools, bars, restaurants, entertainment etc. Prices will vary depending on season, length of stay and number of people. View our prices and download a form here

Can you please advise if you have a wheelchair entrance to the swimming pool?

The parks that have wheelchair access to the swimming pool are Oakdene and Shorefield

When does the outdoor swimming pool open?

We have outdoor swimming pools at Shorefield Country Park, Oakdene Forest Park, Wilksworth Caravan Park and Merley Court, the opening times will vary seasonally, and then also weather dependent. Naturally they will be planned to be open during the school summer holidays, and will open for weekends in the early summer as the weather improves. To check on a specific park please give the park reception a call.

If we arrived early would we be allowed on the park and use the facilities?

Yes, just go to reception and collect your pass so you can access the park's facilities.

Due to COVID-19, will your facilities be open for my holiday?

For your safety and following Government advice, all our leisure facilities will be closed for 2020 until advised by the Government that it is safe for these to re-open. You can still get away and enjoy the stunning open spaces, miles of beaches and scenic woodlands on one of our 'Shorefield Getaways' in 2020.

Closures will apply for our swimming pools (both indoor and outdoor), entertainment, bars & restaurants, arcades, gyms, launderettes and play parks until further notice.

We will be offering a takeaway food service at Oakdene Forest Park & Shorefield Country Park, plus all our on-site shops will remain open with social distancing measures in place.

We envision being able to offer our full facilities for holidays in 2021 and will keep you updated if the Government make any announcements that allow us to open our facilities sooner.

Check In & Check Out

What is contactless check-in?

As an added safety measure following Government guidance and social distancing advice, all our accommodation now feature a 'contactless check-in' as standard. This means you don't have to pick up your key from reception, instead it will be ready and securely waiting for you at your accommodation at your designated check-in time. We'll even provide directions to your accommodation, where everything will be waiting for you so you can make the most of every moment on park.

Shortly before your holiday starts you will receive our pre-arrival email, where you can register all your details and begin the online check-in process.

What are your check-in and check-out times for self-catering accommodation?

Check-in is from 4pm on the day of your arrival across all our accommodation.

Check-out is by 10am on the day of departure. Note: Sunday departures for two night breaks are by 7pm.

In order to maintain social distancing, we kindly ask that you DO NOT arrive any earlier than the assigned check-in time of 4pm.

Is there wifi? What is the phone reception like?

Complimentary Wi-Fi is fully available around the parks and inside your accommodation at Swanage Coastal Park, Oakdene Forest Park, Shorefield Country Park, Merley Court Holiday Park and Forest Edge Holiday Park.

Complimentary WiFi is also available throughout the main facility buildings across the parks.

There is limited Wi-Fi at Lytton Lawn and Wilksworth.

Mobile phone reception in the New Forest area can sometimes be patchy on some networks but is generally improving over time. There is usually no problem at Swanage Coastal Park or Merley Court Holiday Park.

What are your check-in and check-out times for touring and camping?

Check-in is from 12 NOON on the day of arrival, and check-out is at 11AM on the day of departure.

If we arrived early would we be allowed on the park and use the facilities?

Yes, just go to reception and collect your pass so you can access the park's facilities.

Availability

Do you accept large parties of guests?

We do welcome groups at our parks. For any specific requests please speak to a member of our reservations team.

Large single sex and young mixed groups will need to seek prior approval from Shorefield Holidays and we will usually ask for a returnable security deposit

Do you have any houses instead of caravan accommodation?

We have three houses near and within Shorefield Country Park and one in Wimborne at Wilksworth Caravan Park, have a look at our Houses and Cottages section

What do you offer at Christmas?

We have a full festive programme throughout December, with themed entertainment and pantomimes. Staying over the Christmas holidays is only for returning guests, who we ask to call to book.

How do I get a discount code?

Please see our special offers page for our up to date offers and any applicable discount codes

Pets

Are your holiday parks pet friendly?

Yes, all of our parks are pet friendly, just add your pet(s) to your booking when you search. We do request though that your dog is kept on a lead whilst on the park, and that they are of course well behaved

Are the bars and restaurants pet friendly?

Well behaved dogs are welcome into 'The Milford Room' in the club at Shorefield Country Park, and the Atrium at Oakdene Forest Park, dogs must be kept on leads and pet owners are responsible for their dogs at all times.

Ownership

Are the bars and restaurants pet friendly?

Well behaved dogs are welcome into 'The Milford Room' in the club at Shorefield Country Park, and the Atrium at Oakdene Forest Park, dogs must be kept on leads and pet owners are responsible for their dogs at all times.

How long can I stay on park for?

All of our parks have holiday park licences, therefore they cannot be used to live on (Residential), but you can mainly come and go as and when you like during the 10 - 11 months (depending on the park) we are open., subject to a 56 day maximum length of stay, and then at least 7 days prior to returning. Typically, our parks are closed early January to early February.

Is it possible to let my holiday home?

Yes; subletting your holiday home when you’re not using it can be a great way to earn extra income to offset your running costs. You can do this yourself if you wish. As a leading holiday operator, we invest in extensive national and online marketing campaigns. This ensures that we attract thousands of holidaymakers each year, many of whom will be looking to let out a property like yours. Our fully managed letting service will allow you to remain in control at all times.

Please Note: Subletting of your holiday home is not permitted at Wilksworth Caravan Park

Can my family and friends come and visit?

We find that more and more purchasers now are not just only thinking of how the holiday park could work for them but also for their children, grand kids, and friends. You will receive Ownership passes that can be allocated to these so they can either come and visit you when you are at your holiday home or use it when you are busy and cannot make it down.

Do holiday homes come with a warranty?

Yes; when it comes to brand new holiday homes, a warranty is always included. There is some variation between manufacturers, but you can expect to receive between 1 and 5 years warranty

Can we make an appointment to speak to an ownership advisor?

Absolutely, please visit our enquiry page or call 0800 214080

Do you do residential lodges at your sites?

No, we don't offer residential accommodation, as we are licenced as a holiday park, and adhere to the conditions of our licences.

I am interested in finding more out about owning a holiday home and wanted to drop by one of the parks sometime?

Our parks are temporarily closed to help prevent the spread of Coronavirus, however we still have a small team working who would be more than happy to answer any questions or send you a personalised tour! Simply fill out this form letting us know what you would like to see.

I'm looking into buying a pre-owned static caravan?

We offer pre-owned caravans at all our parks, please fill out our contact form, or give us a call to speak to a member of our ownership team.

I am interested in purchasing a Shorefield holiday home but unsure on which park?

It is possible to visit all our parks in a day, so how you want to view them is your decision. To help narrow down your choice please visit our holiday home ownership locations page, where you can see what each park has to offer, or get in touch using our quick enquiry form.

I am thinking about buying a holiday home and would like it near the sea?

Some of our parks are walking distance from the sea, some are a short drive! Please visit our ownership locations page for further details or give our ownership team a call.

How do I upgrade or sell my holiday home?

At any point you can upgrade your holiday home, or sell it if you no longer wish to be an owner. We can assist you with the sale, or viewings you may have, or even offer to buy it from you.

Owner's information

How can I move pitches?

If you see another plot on park that you, and thinking about possibly upgrading, please speak to your on park holiday home ownership team who can give you details on how upgrading your holiday home can also give you options on relocating plot.

I have seen online that you have different holiday parks that I may prefer to be on, how can I move to another one of Shorefield Holidays parks?

We have many of our Ambassadors enquire about moving holiday parks within our group for various reasons, please contact your on-park ownership team to help.

My circumstances have changed this year and I need help with covering the yearly running costs, what are my options?

We have a fully managed sublet service that can help with this, we cannot guarantee with how often we can sublet your holiday home out, but your best chances to help with this would be to give us as many peak periods like Easter, school summer holidays to give you the best chance. Our charge for this is 25% of the holiday price, plus VAT. Our Reservations team will be happy to help you can contact them on 01590 648333.

We may need to look at selling our holiday home, what are my options?

You have various options to you, the best option to get the most back will be to sell your holiday home privately, this may take longer but will get you back the highest value for your holiday home as customers like yourself are buying not only the holiday home but also the lifestyle you brought into, we do have first refusal on the sale price to match your figure after the transfer fee, so please bear this in mind. the 2nd option is to look at selling your holiday home offsite, there are many traders out there that you can arrange to visit your holiday home and quote you a price, you then need to let the park know who can arrange to send you out a ‘Owner removal form’ and give you an idea of disconnection costs, which can vary depending on if you have a veranda. Lastly, we could look to offer you a buy-in price, which will not involve any disconnection costs or commission, we will just arrange with the accounts team to raise any final bills that are due.

Due to park closures as a result of COVID-19 will I receive a refund on my pitch fees?

We will happily discuss site fees with you, but we need to prioritise. We know how important our holiday home owners are but at present we do not know the costs of running the parks during this close-down period, as this situation is new to us. No-one can predict how long the parks will be closed or how long we will receive government help. We will answer your questions as soon as we can but in the meantime, we ask you to be patient until we know more.

What security is in place whilst the parks are temporarily closed?

An an external security company is carrying out hourly patrols 24 hours a day and we have wardens that live on site who visually inspecting your holiday home on a regular basis. Entrance barriers to all parks have been shut and bollards have been installed for increased security. Please be assured that in the unlikely event of us having any concerns about the condition of your holiday home, these will be communicated to you as soon as possible and we can discuss any next steps

During COVID-19 park closures, will you be leaving the gas and electricity supply on? I have food in the freezer etc.

At present, there are no plans to turn the gas or electric off across our parks.