Top Questions

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

All 2020 and 2021 holidays booked with us are covered by our Booking Guarantee, letting you move your booking free of charge, provided you give us 4 weeks notice. You can move your holiday to any date up until the end of 2021*.

Should the Government issue a local lock-down in your area, meaning you cannot travel to our holiday parks, you can move your booking to an alternative date free of charge* even if you are within the 4 weeks' notice period.

(*Charges may apply if your holiday is moved to a date with an increased tariff period). Please check our Booking Guarantee page for details of alternative dates available. Any holidays outside 4 weeks of arrival are bound by our normal T&Cs.

Due to COVID-19, what facilities will be open?

The following facilities are currently open across our parks, all with new social distancing measures in place:

  • Entertainment venues at Oakdene Forest Park and Shorefield Country Park*
  • Indoor bars and restaurants with table service only, at Oakdene Forest Park and Shorefield Country Park
  • Outdoor Dining at Oakdene Forest Park and Shorefield Country Park
  • Indoor Swimming Pools at all parks
  • Outdoor Swimming Pools at all parks
  • Tennis & Football Courts at Shorefield Country Park
  • Indoor arcades at Oakdene Forest Park and Shorefield Country Park
  • Adventure Golf at Oakdene Forest Park
  • Food delivery service at Oakdene Forest Park & Shorefield Country Park
  • On-site shops across all parks
  • Launderettes at all of our holiday parks
  • Outdoor play parks at all parks
  • Gyms at Oakdene Forest Park and Shorefield Country Park
  • Reflections Day Spa at Shorefield Country Park

*Please note that our entertainment venues will be open from 6pm - 10pm on Tuesdays, Thursdays, Fridays Saturdays and Sundays with safely distanced family fun.

For your safety we regret that closures will therefore still apply for our saunas and steam rooms, Oakdene's Escape Rooms and Go Active+ until further notice. Unfortunately the Retreat Bar and Gym at Merley Court also remain closed until further notice. You can still get away and enjoy the stunning open spaces, miles of beaches and scenic woodlands on one of our 'Shorefield Getaways'.

Face coverings must be worn AT ALL TIMES when entering or walking through any of our facilities. You may remove your face mask once seated at your table within our bars and restaurants, however you must replace your face mask when leaving your table at any time. We also request that all guests wear a face covering when visiting our swimming pool facilities and only remove this when entering the pool area. Children under 11 years of age and those with health conditions or other impairment are exempt from wearing face coverings as stated by the Government.

We will keep you updated if the Government make any announcements that allow us to open our remaining facilities sooner.

How do I get 15% off my holiday, in line with the new reduction in VAT?

Whilst it is not compulsory for businesses to pass on the 15% off, we're passing the savings on to you! To save 15% on any holiday booked before the 31st March 2021, use the discount code VAT15 when booking and we'll take off the extra 15%!

The balance of your holiday must be paid in full by 31st March 2021 to receive the full 15% off.

Any new booking with an outstanding balance after this date will be increased by 15%, back to the original VAT rate, unless you choose to pay the balance of your holiday before the 31st March. In this case, the VAT saving will still apply.

I have booked my holiday before the 15% reduction in VAT came into effect, will I receive the saving too?

If you booked your holiday before the 15th July 2020 with a just deposit and therefore have an outstanding balance, your outstanding balance will be reduced by 15% in line with the reduction in tourism VAT.

The balance of your holiday must be paid before 31st March 2021 to receive the full 15% off. Any outstanding amount due after the 31st March 2021 will have the balance increased by 15%, back to the original VAT rate.

Unfortunately we regret that any holiday paid in full before the 15th July 2020 does not qualify for any saving.

Is there wifi? What is the phone reception like?

Complimentary Wi-Fi is 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 Wi-Fi is also available throughout the main facility buildings across these 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.

*Please note that there is no Wi-Fi access from the summer camping pitches at Oakdene Forest Park. Complimentary Wi-Fi can still be accessed from the park's main facility buildings.

Will the hot tub be warm when we arrive?

All our hot tubs are emptied, cleaned and refilled with every departure/new arrival. We do endeavour to make sure these are up to temperature when you arrive, however this is not always a guarantee, especially in colder months as this will naturally take longer.

Do you provide towels?

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

Please note that we also ask that you bring your own toiletries including soap, shower gel shampoo and other bathroom necessities.

When does the outdoor swimming pool open?

The opening times will vary seasonally, however our outdoor pools tend to be fully open during the school summer holidays, as well as at weekends in early summer as the weather improves. All outdoor pools across our parks close at the beginning of September. The opening of all our outdoor pools is weather dependent.

We have outdoor swimming pools at Shorefield Country Park, Oakdene Forest Park, Wilksworth Caravan Park and Merley Court. To check specific opening dates for a particular park, please give the park's reception a call.

How do I book a swimming slot?

You can book a session to use our swimming pools online up to 48 hours in advance.

Sessions will be 45 minutes long and we request that you come ‘swim-ready’ as there will be no changing facilities available in order to minimise the use of shared facilities and high-risk touch points. There will also be no lockers in use so please ensure you bring a bag to safely keep all of your belongings in.

To ensure you can safely keep your distance in our pools we will be operating a reduced occupancy. We therefore kindly ask you to respect others and book no more than two sessions per day.

Staying at Oakdene Forest Park or Shorefield Country Park? You can book your slot from our handy app too, so you can book at any time on park or whilst on the go. Our app can be downloaded from the App Store or Google Play (Oakdene and Shorefield only).

You will also receive information including all the links to our booking systems for our facilities in your pre-arrival email, shortly before you are due to arrive.

In the interest of fairness we do not release sessions more than 48 hours in advance.

Are your holiday parks pet friendly?

Yes, all of our parks are pet friendly and welcome well behaved pets. Just add your pet(s) to your booking when you search. We do request that dogs are kept on a lead at all times whilst on the park.

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

Absolutely, please visit our enquiry page or call 0800 214080

Can I have guests who aren’t staying on park visit for the day?

Holidaymakers may have day guests visit them at the parks, provided your group size does not exceed more than six people in total. We kindly request that social distancing advice is adhered to, leaving at least 2 metres between you and anyone not from your household or support bubble.

All visitors will also need to complete our short track and trace form or the NHS Track and Trace app when visiting any of our parks.

Following current guidelines, please do not invite members of other households into your accommodation or have social gatherings.

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.

COVID-19

Are your holiday homes close together?

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

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

All 2020 and 2021 holidays booked with us are covered by our Booking Guarantee, letting you move your booking free of charge, provided you give us 4 weeks notice. You can move your holiday to any date up until the end of 2021*.

Should the Government issue a local lock-down in your area, meaning you cannot travel to our holiday parks, you can move your booking to an alternative date free of charge* even if you are within the 4 weeks' notice period.

(*Charges may apply if your holiday is moved to a date with an increased tariff period). Please check our Booking Guarantee page for details of alternative dates available. Any holidays outside 4 weeks of arrival are bound by our normal T&Cs.

Due to COVID-19, what facilities will be open?

The following facilities are currently open across our parks, all with new social distancing measures in place:

  • Entertainment venues at Oakdene Forest Park and Shorefield Country Park*
  • Indoor bars and restaurants with table service only, at Oakdene Forest Park and Shorefield Country Park
  • Outdoor Dining at Oakdene Forest Park and Shorefield Country Park
  • Indoor Swimming Pools at all parks
  • Outdoor Swimming Pools at all parks
  • Tennis & Football Courts at Shorefield Country Park
  • Indoor arcades at Oakdene Forest Park and Shorefield Country Park
  • Adventure Golf at Oakdene Forest Park
  • Food delivery service at Oakdene Forest Park & Shorefield Country Park
  • On-site shops across all parks
  • Launderettes at all of our holiday parks
  • Outdoor play parks at all parks
  • Gyms at Oakdene Forest Park and Shorefield Country Park
  • Reflections Day Spa at Shorefield Country Park

*Please note that our entertainment venues will be open from 6pm - 10pm on Tuesdays, Thursdays, Fridays Saturdays and Sundays with safely distanced family fun.

For your safety we regret that closures will therefore still apply for our saunas and steam rooms, Oakdene's Escape Rooms and Go Active+ until further notice. Unfortunately the Retreat Bar and Gym at Merley Court also remain closed until further notice. You can still get away and enjoy the stunning open spaces, miles of beaches and scenic woodlands on one of our 'Shorefield Getaways'.

Face coverings must be worn AT ALL TIMES when entering or walking through any of our facilities. You may remove your face mask once seated at your table within our bars and restaurants, however you must replace your face mask when leaving your table at any time. We also request that all guests wear a face covering when visiting our swimming pool facilities and only remove this when entering the pool area. Children under 11 years of age and those with health conditions or other impairment are exempt from wearing face coverings as stated by the Government.

We will keep you updated if the Government make any announcements that allow us to open our remaining facilities sooner.

How do I get 15% off my holiday, in line with the new reduction in VAT?

Whilst it is not compulsory for businesses to pass on the 15% off, we're passing the savings on to you! To save 15% on any holiday booked before the 31st March 2021, use the discount code VAT15 when booking and we'll take off the extra 15%!

The balance of your holiday must be paid in full by 31st March 2021 to receive the full 15% off.

Any new booking with an outstanding balance after this date will be increased by 15%, back to the original VAT rate, unless you choose to pay the balance of your holiday before the 31st March. In this case, the VAT saving will still apply.

I have booked my holiday before the 15% reduction in VAT came into effect, will I receive the saving too?

If you booked your holiday before the 15th July 2020 with a just deposit and therefore have an outstanding balance, your outstanding balance will be reduced by 15% in line with the reduction in tourism VAT.

The balance of your holiday must be paid before 31st March 2021 to receive the full 15% off. Any outstanding amount due after the 31st March 2021 will have the balance increased by 15%, back to the original VAT rate.

Unfortunately we regret that any holiday paid in full before the 15th July 2020 does not qualify for any saving.

My booking has more than six people, what should I do?

If you have a booking with us that has more than six people due to stay in the same accommodation or pitch and your arrival date is before 12th October 2020, please contact our Reservations Team as soon as possible on 01590 648 333.

As of Monday 14th September, the Government has stated that it is illegal for groups larger than six to gather socially. This includes both indoors and outdoors. By travelling to our parks and staying in the same accommodation in a group larger than six, you will be breaking the law and may be subject to a fine.

Please note, households and support bubbles bigger than six people are unaffected, for example a family of eight who all live together.

If you have a booking with us that is due to arrive before the 12th October 2020 with more than six people due to stay in the same accommodation or on the same pitch, you should have already received an email from us. If you have not yet heard from us and you have a reservation with more than six people, please feel free to contact our team on 01590 648 333 and we would be more than happy to help.

Do you provide towels?

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

Please note that we also ask that you bring your own toiletries including soap, shower gel shampoo and other bathroom necessities.

What entertainment will be available, in regards to the current situation?

We're delighted that entertainment has returned to Oakdene Forest Park and Shorefield Country Park! Whilst we can't yet reintroduce our usual jam-packed programme, we'll still have plenty to keep you entertained.

There will be a limited programme from 6pm - 9.45pm on Tuesdays, Thursdays, Fridays, Saturdays and Sundays featuring the likes of family quizzes, free bingo and cabarets on selected nights throughout the week.

Unfortunately our Squirrel Squad are still on "FUR"-lough until further notice, therefore we are unable to offer meet and greets for the time being.

Your safety and that of our teams and other guests is our top priority, therefore we ask that you maintain social distancing whilst in our entertainment venues. For this reason, our dance-floor will be temporarily out of action and we've pressed 'pause' on our discos.

Don't forget to fill in our Track and Trace form when visiting any of our Showbars too!

What is contactless check-in?

As an added safety measure following Government guidance and social distancing advice, all our accommodation now feature '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.

I would like to visit Reflections Day Spa, what changes are in place due to COVID-19?

Your safety and that of our team is of utmost importance, however we still want you to feel relaxed on your visit to the spa.

Clients visiting the spa will be required to wear a face mask for the duration of your visit. Please bring your own as these will not be supplied.

Our spa team will wear PPE throughout your treatment. We also now have a hand sanitising station at the entrance to the Spa and we kindly request you use this before entering.

Appointments will be staggered to ensure a limited number of people in the spa at any one time. Extra time will be allocated between treatments and after each client to ensure a thoroughly clean and sterile treatment rooms, as well as equipment.

We regret that for your well-being, the Relaxation Room and changing rooms will be closed until further notice.

The spa will temporarily no longer be offering drinks during your visit, however you are more than welcome to bring your own bottle of water with you.

Appointments will need to be pre-booked over the phone 01590 648 339 or via email reflections@shorefield.co.uk. Please arrive to your appointment on time and alone.

We will be carrying out a COVID-19 questionnaire at time of booking and on the day of your treatment - if you or a member of your household are showing any symptoms of COVID-19, please call us and we will be more than happy to rearrange your appointment.

Do I need to wear a face mask/face covering?

Following latest advice, face coverings must be worn AT ALL TIMES when entering or walking through any of our facilities. You may remove your face mask once seated at your table within our bars and restaurants, however you must replace your face mask when leaving your table at any time. We also request that all guests wear a face covering when visiting our swimming pool facilities and only remove this when entering the pool area.

Children under 11 years of age and those with health conditions or other physical or mental illness, impairment or disability are exempt from wearing face coverings as stated by the Government.

We are also ensuring that all team members across our parks wear a face covering at all times in public areas for your safety and peace of mind. This includes within our restaurants and bars, receptions, shops and walking between any of these areas indoors. Exceptions apply for our entertainers whilst performing on stage, in addition to our lifeguard teams in the pool areas.

As a handy guide, we are therefore asking gusts to wear face coverings in the following areas at our parks:

  • Arcades
  • Receptions
  • Sales Offices
  • Shops
  • Bars and Restaurants - If you're moving around our bar and restaurant areas you must be wearing a face mask until you are seated. You may then take it off to eat/drink. Should you need to leave your table for any reason, you will need to replace your face covering.
What should I do if I feel unwell whilst on park?

If you or one of your guests feel unwell whilst staying with us or suspect that you have contracted Coronavirus we advise that you seek medical advice and return home immediately.

Please call our Customer Experience Team on 01590 648 369 to inform us that you have departed, as this will allow us to ensure that your holiday home is isolated in line with current guidelines.

We would encourage you not to visit our reception or engage with any of our staff in person, but instead give us a call or use our app to let us know that you have left. Simply tell us your holiday home's location and number and we'll do the rest.

The safety of our guests and teams are our number one priority. We are doing everything we can in line with Government guidance to keep our parks safe for everyone and we must ask that you do the same.

Due to COVID-19, will your shared shower and toilet facilities at your camping and touring parks be open?

Yes. The Government's latest announcement gives us permission to reopen our shared shower and toilet facilities from the 4th July, provided they have suitable cleaning procedures. We will therefore be opening these when we reopen our doors on the 4th July, with enhanced and increased cleaning schedules, as well as a focus on touch points.

We do however ask that you make use of your own 'on board' facilities in your motorhome or tourer where possible.

How do I book a swimming slot?

You can book a session to use our swimming pools online up to 48 hours in advance.

Sessions will be 45 minutes long and we request that you come ‘swim-ready’ as there will be no changing facilities available in order to minimise the use of shared facilities and high-risk touch points. There will also be no lockers in use so please ensure you bring a bag to safely keep all of your belongings in.

To ensure you can safely keep your distance in our pools we will be operating a reduced occupancy. We therefore kindly ask you to respect others and book no more than two sessions per day.

Staying at Oakdene Forest Park or Shorefield Country Park? You can book your slot from our handy app too, so you can book at any time on park or whilst on the go. Our app can be downloaded from the App Store or Google Play (Oakdene and Shorefield only).

You will also receive information including all the links to our booking systems for our facilities in your pre-arrival email, shortly before you are due to arrive.

In the interest of fairness we do not release sessions more than 48 hours in advance.

Due to COVID-19, will your hot tubs be available and in use?

Yes! We're delighted that Government guidance states that all our hot tubs on our self-catering accommodation are once again available for guests to use. So you can relax, unwind and melt all your worries away in your very own hot tub whilst staying with us.

Can I have guests who aren’t staying on park visit for the day?

Holidaymakers may have day guests visit them at the parks, provided your group size does not exceed more than six people in total. We kindly request that social distancing advice is adhered to, leaving at least 2 metres between you and anyone not from your household or support bubble.

All visitors will also need to complete our short track and trace form or the NHS Track and Trace app when visiting any of our parks.

Following current guidelines, please do not invite members of other households into your accommodation or have social gatherings.

How will the new 'Rule of Six' affect me, as a holiday home owner?

As of Monday 14th September 2020, groups larger than six people will not be permitted to gather socially, neither indoors nor outdoors.

In doing so, you will be breaking the law and you may be subject to a fine.

You can therefore still enjoy use of your holiday home, as well as having guests visit you or stay in your happy place, provided your group does not exceed six people at any time.

This includes when subletting and it is your responsibility to ensure your guests/private lettings are adhering to this rule. We advise that contacting any private bookings with more than six people due to stay in your holiday home.

Under the new rules our facilities are still permitted to open and therefore you can still make full use of our swimming pools, gyms and restaurants, you simply cannot mix with other households or gather in groups larger than six when doing so.

Please note, households and support bubbles bigger than six people are unaffected, for example a family of eight who all live together.

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.

Camping & Touring

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

All 2020 and 2021 holidays booked with us are covered by our Booking Guarantee, letting you move your booking free of charge, provided you give us 4 weeks notice. You can move your holiday to any date up until the end of 2021*.

Should the Government issue a local lock-down in your area, meaning you cannot travel to our holiday parks, you can move your booking to an alternative date free of charge* even if you are within the 4 weeks' notice period.

(*Charges may apply if your holiday is moved to a date with an increased tariff period). Please check our Booking Guarantee page for details of alternative dates available. Any holidays outside 4 weeks of arrival are bound by our normal T&Cs.

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.

Is there wifi? What is the phone reception like?

Complimentary Wi-Fi is 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 Wi-Fi is also available throughout the main facility buildings across these 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.

*Please note that there is no Wi-Fi access from the summer camping pitches at Oakdene Forest Park. Complimentary Wi-Fi can still be accessed from the park's main facility buildings.

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.

When does the outdoor swimming pool open?

The opening times will vary seasonally, however our outdoor pools tend to be fully open during the school summer holidays, as well as at weekends in early summer as the weather improves. All outdoor pools across our parks close at the beginning of September. The opening of all our outdoor pools is weather dependent.

We have outdoor swimming pools at Shorefield Country Park, Oakdene Forest Park, Wilksworth Caravan Park and Merley Court. To check specific opening dates for a particular park, please give the park's reception a call.

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 regular entertainment all year round.

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

Due to COVID-19, will your shared shower and toilet facilities at your camping and touring parks be open?

Yes. The Government's latest announcement gives us permission to reopen our shared shower and toilet facilities from the 4th July, provided they have suitable cleaning procedures. We will therefore be opening these when we reopen our doors on the 4th July, with enhanced and increased cleaning schedules, as well as a focus on touch points.

We do however ask that you make use of your own 'on board' facilities in your motorhome or tourer where possible.

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 six people; one car; one tent, caravan or motorhome with awning and all the leisure and entertainment facilities at any of our parks. There are additional charges for pets, extra cars, pup tents and gazebos. We do not charge extra for the unlimited hot water in the showers.

Please note that we do not allow more than one tent or tourer on each pitch. You will need to book one pitch for each tent, caravan or motorhome.

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 pitches and 10 amp on grass.

How can I get a brochure?

In line with our green policy to reduce unnecessary use of paper, 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.

Are your holiday parks pet friendly?

Yes, all of our parks are pet friendly and welcome well behaved pets. Just add your pet(s) to your booking when you search. We do request that dogs are kept on a lead at all times whilst on the park.

Can you please advise how much the cancellation fee is?

Please visit our terms and conditions page for detailed information on cancellation fees.

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.

Can I have guests who aren’t staying on park visit for the day?

Holidaymakers may have day guests visit them at the parks, provided your group size does not exceed more than six people in total. We kindly request that social distancing advice is adhered to, leaving at least 2 metres between you and anyone not from your household or support bubble.

All visitors will also need to complete our short track and trace form or the NHS Track and Trace app when visiting any of our parks.

Following current guidelines, please do not invite members of other households into your accommodation or have social gatherings.

Caravans & Lodges

Are your holiday homes close together?

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

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

All 2020 and 2021 holidays booked with us are covered by our Booking Guarantee, letting you move your booking free of charge, provided you give us 4 weeks notice. You can move your holiday to any date up until the end of 2021*.

Should the Government issue a local lock-down in your area, meaning you cannot travel to our holiday parks, you can move your booking to an alternative date free of charge* even if you are within the 4 weeks' notice period.

(*Charges may apply if your holiday is moved to a date with an increased tariff period). Please check our Booking Guarantee page for details of alternative dates available. Any holidays outside 4 weeks of arrival are bound by our normal T&Cs.

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

Check-in is from 5pm on the day of your arrival across all our accommodation. Please note that due to the enhanced cleaning procedures, we cannot always guarantee that your accommodation will be ready at 5pm. We therefore advise that check-in may be any time between 5pm and 5.30pm.

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 5pm.

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

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 4 weeks away you only need to pay a deposit, which is clearly displayed in the bookings process.

Is there wifi? What is the phone reception like?

Complimentary Wi-Fi is 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 Wi-Fi is also available throughout the main facility buildings across these 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.

*Please note that there is no Wi-Fi access from the summer camping pitches at Oakdene Forest Park. Complimentary Wi-Fi can still be accessed from the park's main facility buildings.

Will the hot tub be warm when we arrive?

All our hot tubs are emptied, cleaned and refilled with every departure/new arrival. We do endeavour to make sure these are up to temperature when you arrive, however this is not always a guarantee, especially in colder months as this will naturally take longer.

Do you provide towels?

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

Please note that we also ask that you bring your own toiletries including soap, shower gel shampoo and other bathroom necessities.

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.

What is contactless check-in?

As an added safety measure following Government guidance and social distancing advice, all our accommodation now feature '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.

When does the outdoor swimming pool open?

The opening times will vary seasonally, however our outdoor pools tend to be fully open during the school summer holidays, as well as at weekends in early summer as the weather improves. All outdoor pools across our parks close at the beginning of September. The opening of all our outdoor pools is weather dependent.

We have outdoor swimming pools at Shorefield Country Park, Oakdene Forest Park, Wilksworth Caravan Park and Merley Court. To check specific opening dates for a particular park, please give the park's reception a call.

Is bed linen provided?

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

Please note we do not provide bedding for cots.

Is any of the accommodation adapted for disabled guests?

Yes, our Serene Caravans are specially adapted. We have an adapted Serene caravan and an adapted lodge at Shorefield Country Park, as well an adapted Serene Caravan at Oakdene Forest Park, all of which are specially adapted for wheelchair users. To find out more please see our 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 this at the time of booking and we will do our best to help you. If you have any questions regarding accessibility, feel free to 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, all of which are available to hire as part of your holiday. Simply add these to your booking from the extras page when booking online and they will be ready and waiting for you in your accommodation on arrival.

If you have already booked your holiday with us and would like to amend your booking to add any of these extras, please call our Reservations Team on 01590 648 333 and we would be more than happy to help.

Please note, we do not provide bedding for cots.

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 regular entertainment 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 unnecessary use of paper, 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 your holiday parks pet friendly?

Yes, all of our parks are pet friendly and welcome well behaved pets. Just add your pet(s) to your booking when you search. We do request that dogs are kept on a lead at all times whilst on the park.

I'm privately booking my caravan, do I need entertainment passes and how much are they?

Due to the current situation surrounding Coronavirus, we are temporarily no longer issuing leisure/entertainment passes, however you will still need to provide proof that you are staying in a caravan or lodge on site in order to gain access to the leisure facilities. This can be in the form of a booking confirmation or email from the owner of the holiday home you are staying in, and should include the dates of your stay as well as the holiday home number. Simply present this to our teams when arriving for your session!

As a reminder, all swimming, or sessions for our outdoor courts need to be booked in advance. This can be done up to 48 hours ahead.

At any other times of year, entertainment passes for the facilities are mandatory for anyone staying in privately rented accommodation. Passes will need to be purchased at reception to grant you access to any of the facilities, including, pools, bars, restaurants and entertainment. Prices will vary depending on season, length of stay and the number of people. You can 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 own accommodation across each and every category available. Our photos are taken on the park in question.

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 for detailed information on cancellation fees.

Do you have any houses instead of caravan accommodation?

We have a total of four houses across our parks, three near or within Shorefield Country Park in Milford on Sea and one in Wimborne at Wilksworth Caravan Park. Take a look at our Houses and Cottages section to find out more about each one!

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.

Is all the accommodation non smoking?

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

Due to COVID-19, will your hot tubs be available and in use?

Yes! We're delighted that Government guidance states that all our hot tubs on our self-catering accommodation are once again available for guests to use. So you can relax, unwind and melt all your worries away in your very own hot tub whilst staying with us.

Can we arrange a supermarket delivery to our accommodation?

Yes, you are more than welcome to have supermarket deliveries once you have checked in. Please ensure you are available and at your accommodation at the time of delivery to accept your order. You will also need to provide the delivery driver with your holiday home number and directions to your accommodation.

Can I have guests who aren’t staying on park visit for the day?

Holidaymakers may have day guests visit them at the parks, provided your group size does not exceed more than six people in total. We kindly request that social distancing advice is adhered to, leaving at least 2 metres between you and anyone not from your household or support bubble.

All visitors will also need to complete our short track and trace form or the NHS Track and Trace app when visiting any of our parks.

Following current guidelines, please do not invite members of other households into your accommodation or have social gatherings.

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.

Do all caravans and lodges have a hot tub?

Only our Sublime, Superior, Superior+ and Signature accommodation have hot tubs.

However, you can enjoy the communal hot tubs in our indoor pool areas at Oakdene and Shorefield.

Is the hot tub inside or outside the accommodation?

Your very own hot tub is located on the outside decking of your caravan or lodge. For our houses, the hot tubs are located either on the outdoor decking or within the private garden. For all our accommodation the hot tubs are easily reachable from the entrance to your holiday home and just a short walk to the door.

Houses & Cottages

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

All 2020 and 2021 holidays booked with us are covered by our Booking Guarantee, letting you move your booking free of charge, provided you give us 4 weeks notice. You can move your holiday to any date up until the end of 2021*.

Should the Government issue a local lock-down in your area, meaning you cannot travel to our holiday parks, you can move your booking to an alternative date free of charge* even if you are within the 4 weeks' notice period.

(*Charges may apply if your holiday is moved to a date with an increased tariff period). Please check our Booking Guarantee page for details of alternative dates available. Any holidays outside 4 weeks of arrival are bound by our normal T&Cs.

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

Check-in is from 5pm on the day of your arrival across all our accommodation. Please note that due to the enhanced cleaning procedures, we cannot always guarantee that your accommodation will be ready at 5pm. We therefore advise that check-in may be any time between 5pm and 5.30pm.

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 5pm.

Is there wifi? What is the phone reception like?

Complimentary Wi-Fi is 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 Wi-Fi is also available throughout the main facility buildings across these 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.

*Please note that there is no Wi-Fi access from the summer camping pitches at Oakdene Forest Park. Complimentary Wi-Fi can still be accessed from the park's main facility buildings.

Will the hot tub be warm when we arrive?

All our hot tubs are emptied, cleaned and refilled with every departure/new arrival. We do endeavour to make sure these are up to temperature when you arrive, however this is not always a guarantee, especially in colder months as this will naturally take longer.

Do you provide towels?

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

Please note that we also ask that you bring your own toiletries including soap, shower gel shampoo and other bathroom necessities.

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.

When does the outdoor swimming pool open?

The opening times will vary seasonally, however our outdoor pools tend to be fully open during the school summer holidays, as well as at weekends in early summer as the weather improves. All outdoor pools across our parks close at the beginning of September. The opening of all our outdoor pools is weather dependent.

We have outdoor swimming pools at Shorefield Country Park, Oakdene Forest Park, Wilksworth Caravan Park and Merley Court. To check specific opening dates for a particular park, please give the park's reception a call.

Is bed linen provided?

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

Please note we do not provide bedding for cots.

Can I hire a cot?

Yes we can provide cots, high chairs and bed guards, all of which are available to hire as part of your holiday. Simply add these to your booking from the extras page when booking online and they will be ready and waiting for you in your accommodation on arrival.

If you have already booked your holiday with us and would like to amend your booking to add any of these extras, please call our Reservations Team on 01590 648 333 and we would be more than happy to help.

Please note, we do not provide bedding for cots.

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 regular entertainment all year round.

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

Can you please advise how much the cancellation fee is?

Please visit our terms and conditions page for detailed information on cancellation fees.

Is all the accommodation non smoking?

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

Due to COVID-19, will your hot tubs be available and in use?

Yes! We're delighted that Government guidance states that all our hot tubs on our self-catering accommodation are once again available for guests to use. So you can relax, unwind and melt all your worries away in your very own hot tub whilst staying with us.

Can we arrange a supermarket delivery to our accommodation?

Yes, you are more than welcome to have supermarket deliveries once you have checked in. Please ensure you are available and at your accommodation at the time of delivery to accept your order. You will also need to provide the delivery driver with your holiday home number and directions to your accommodation.

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.

Is the hot tub inside or outside the accommodation?

Your very own hot tub is located on the outside decking of your caravan or lodge. For our houses, the hot tubs are located either on the outdoor decking or within the private garden. For all our accommodation the hot tubs are easily reachable from the entrance to your holiday home and just a short walk to the door.

Booking & Payments

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

All 2020 and 2021 holidays booked with us are covered by our Booking Guarantee, letting you move your booking free of charge, provided you give us 4 weeks notice. You can move your holiday to any date up until the end of 2021*.

Should the Government issue a local lock-down in your area, meaning you cannot travel to our holiday parks, you can move your booking to an alternative date free of charge* even if you are within the 4 weeks' notice period.

(*Charges may apply if your holiday is moved to a date with an increased tariff period). Please check our Booking Guarantee page for details of alternative dates available. Any holidays outside 4 weeks of arrival are bound by our normal T&Cs.

How do I get 15% off my holiday, in line with the new reduction in VAT?

Whilst it is not compulsory for businesses to pass on the 15% off, we're passing the savings on to you! To save 15% on any holiday booked before the 31st March 2021, use the discount code VAT15 when booking and we'll take off the extra 15%!

The balance of your holiday must be paid in full by 31st March 2021 to receive the full 15% off.

Any new booking with an outstanding balance after this date will be increased by 15%, back to the original VAT rate, unless you choose to pay the balance of your holiday before the 31st March. In this case, the VAT saving will still apply.

I have booked my holiday before the 15% reduction in VAT came into effect, will I receive the saving too?

If you booked your holiday before the 15th July 2020 with a just deposit and therefore have an outstanding balance, your outstanding balance will be reduced by 15% in line with the reduction in tourism VAT.

The balance of your holiday must be paid before 31st March 2021 to receive the full 15% off. Any outstanding amount due after the 31st March 2021 will have the balance increased by 15%, back to the original VAT rate.

Unfortunately we regret that any holiday paid in full before the 15th July 2020 does not qualify for any saving.

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

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 4 weeks away you only need to pay a deposit, which is clearly displayed in the bookings process.

Do you offer discounts?

We do have promotions and offers on throughout the year, but these are always shown on our special offers page to help you find the best deal. You will always receive a great price when booking directly with Shorefield Holidays.

What is contactless check-in?

As an added safety measure following Government guidance and social distancing advice, all our accommodation now feature '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.

Can I hire a cot?

Yes we can provide cots, high chairs and bed guards, all of which are available to hire as part of your holiday. Simply add these to your booking from the extras page when booking online and they will be ready and waiting for you in your accommodation on arrival.

If you have already booked your holiday with us and would like to amend your booking to add any of these extras, please call our Reservations Team on 01590 648 333 and we would be more than happy to help.

Please note, we do not provide bedding for cots.

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 six people; one car; one tent, caravan or motorhome with awning and all the leisure and entertainment facilities at any of our parks. There are additional charges for pets, extra cars, pup tents and gazebos. We do not charge extra for the unlimited hot water in the showers.

Please note that we do not allow more than one tent or tourer on each pitch. You will need to book one pitch for each tent, caravan or motorhome.

Can you please advise how much the cancellation fee is?

Please visit our terms and conditions page for detailed information on cancellation fees.

How do I get a discount code?

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

How can I pay the outstanding balance on my holiday?

You can pay any remaining balance on your holiday at any time via our Guest Portal. To log in, you will simply need your Reservation Number or email, the Surname the holiday was booked under, as well as your arrival date.

If you would prefer to make a payment over the phone, you can give our Reservations Team a call on 01590 648 333. Please note that due to the high number of calls we are currently experiencing, we ask that you bear with us and appreciate your patience.

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.

I am trying to check out, why does my booking show an outstanding amount?

If you have booked your holiday through Hoseasons, rather than directly with us, your booking in our Guest Portal may still show an outstanding balance when you check out.

Rest assured, this is nothing to worry about! Your payments and outstanding balance will have been settled before your arrival, however due to the way payments for Hoseasons bookings work an outstanding amount can still show.

If you are struggling to check-out as a result, please feel free to inform us of your departure via our Guest Live Chat feature instead.

Facilities

Due to COVID-19, what facilities will be open?

The following facilities are currently open across our parks, all with new social distancing measures in place:

  • Entertainment venues at Oakdene Forest Park and Shorefield Country Park*
  • Indoor bars and restaurants with table service only, at Oakdene Forest Park and Shorefield Country Park
  • Outdoor Dining at Oakdene Forest Park and Shorefield Country Park
  • Indoor Swimming Pools at all parks
  • Outdoor Swimming Pools at all parks
  • Tennis & Football Courts at Shorefield Country Park
  • Indoor arcades at Oakdene Forest Park and Shorefield Country Park
  • Adventure Golf at Oakdene Forest Park
  • Food delivery service at Oakdene Forest Park & Shorefield Country Park
  • On-site shops across all parks
  • Launderettes at all of our holiday parks
  • Outdoor play parks at all parks
  • Gyms at Oakdene Forest Park and Shorefield Country Park
  • Reflections Day Spa at Shorefield Country Park

*Please note that our entertainment venues will be open from 6pm - 10pm on Tuesdays, Thursdays, Fridays Saturdays and Sundays with safely distanced family fun.

For your safety we regret that closures will therefore still apply for our saunas and steam rooms, Oakdene's Escape Rooms and Go Active+ until further notice. Unfortunately the Retreat Bar and Gym at Merley Court also remain closed until further notice. You can still get away and enjoy the stunning open spaces, miles of beaches and scenic woodlands on one of our 'Shorefield Getaways'.

Face coverings must be worn AT ALL TIMES when entering or walking through any of our facilities. You may remove your face mask once seated at your table within our bars and restaurants, however you must replace your face mask when leaving your table at any time. We also request that all guests wear a face covering when visiting our swimming pool facilities and only remove this when entering the pool area. Children under 11 years of age and those with health conditions or other impairment are exempt from wearing face coverings as stated by the Government.

We will keep you updated if the Government make any announcements that allow us to open our remaining facilities sooner.

Is there wifi? What is the phone reception like?

Complimentary Wi-Fi is 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 Wi-Fi is also available throughout the main facility buildings across these 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.

*Please note that there is no Wi-Fi access from the summer camping pitches at Oakdene Forest Park. Complimentary Wi-Fi can still be accessed from the park's main facility buildings.

What entertainment will be available, in regards to the current situation?

We're delighted that entertainment has returned to Oakdene Forest Park and Shorefield Country Park! Whilst we can't yet reintroduce our usual jam-packed programme, we'll still have plenty to keep you entertained.

There will be a limited programme from 6pm - 9.45pm on Tuesdays, Thursdays, Fridays, Saturdays and Sundays featuring the likes of family quizzes, free bingo and cabarets on selected nights throughout the week.

Unfortunately our Squirrel Squad are still on "FUR"-lough until further notice, therefore we are unable to offer meet and greets for the time being.

Your safety and that of our teams and other guests is our top priority, therefore we ask that you maintain social distancing whilst in our entertainment venues. For this reason, our dance-floor will be temporarily out of action and we've pressed 'pause' on our discos.

Don't forget to fill in our Track and Trace form when visiting any of our Showbars too!

Which of the parks have a cash point?

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

When does the outdoor swimming pool open?

The opening times will vary seasonally, however our outdoor pools tend to be fully open during the school summer holidays, as well as at weekends in early summer as the weather improves. All outdoor pools across our parks close at the beginning of September. The opening of all our outdoor pools is weather dependent.

We have outdoor swimming pools at Shorefield Country Park, Oakdene Forest Park, Wilksworth Caravan Park and Merley Court. To check specific opening dates for a particular park, please give the park's reception a call.

I would like to visit Reflections Day Spa, what changes are in place due to COVID-19?

Your safety and that of our team is of utmost importance, however we still want you to feel relaxed on your visit to the spa.

Clients visiting the spa will be required to wear a face mask for the duration of your visit. Please bring your own as these will not be supplied.

Our spa team will wear PPE throughout your treatment. We also now have a hand sanitising station at the entrance to the Spa and we kindly request you use this before entering.

Appointments will be staggered to ensure a limited number of people in the spa at any one time. Extra time will be allocated between treatments and after each client to ensure a thoroughly clean and sterile treatment rooms, as well as equipment.

We regret that for your well-being, the Relaxation Room and changing rooms will be closed until further notice.

The spa will temporarily no longer be offering drinks during your visit, however you are more than welcome to bring your own bottle of water with you.

Appointments will need to be pre-booked over the phone 01590 648 339 or via email reflections@shorefield.co.uk. Please arrive to your appointment on time and alone.

We will be carrying out a COVID-19 questionnaire at time of booking and on the day of your treatment - if you or a member of your household are showing any symptoms of COVID-19, please call us and we will be more than happy to rearrange your appointment.

Do I need to wear a face mask/face covering?

Following latest advice, face coverings must be worn AT ALL TIMES when entering or walking through any of our facilities. You may remove your face mask once seated at your table within our bars and restaurants, however you must replace your face mask when leaving your table at any time. We also request that all guests wear a face covering when visiting our swimming pool facilities and only remove this when entering the pool area.

Children under 11 years of age and those with health conditions or other physical or mental illness, impairment or disability are exempt from wearing face coverings as stated by the Government.

We are also ensuring that all team members across our parks wear a face covering at all times in public areas for your safety and peace of mind. This includes within our restaurants and bars, receptions, shops and walking between any of these areas indoors. Exceptions apply for our entertainers whilst performing on stage, in addition to our lifeguard teams in the pool areas.

As a handy guide, we are therefore asking gusts to wear face coverings in the following areas at our parks:

  • Arcades
  • Receptions
  • Sales Offices
  • Shops
  • Bars and Restaurants - If you're moving around our bar and restaurant areas you must be wearing a face mask until you are seated. You may then take it off to eat/drink. Should you need to leave your table for any reason, you will need to replace your face covering.
Is any of the accommodation adapted for disabled guests?

Yes, our Serene Caravans are specially adapted. We have an adapted Serene caravan and an adapted lodge at Shorefield Country Park, as well an adapted Serene Caravan at Oakdene Forest Park, all of which are specially adapted for wheelchair users. To find out more please see our 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 this at the time of booking and we will do our best to help you. If you have any questions regarding accessibility, feel free to give our Reservations Team a call on 01590 648333 who be happy to assist.

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 regular entertainment all year round.

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

How do I book a swimming slot?

You can book a session to use our swimming pools online up to 48 hours in advance.

Sessions will be 45 minutes long and we request that you come ‘swim-ready’ as there will be no changing facilities available in order to minimise the use of shared facilities and high-risk touch points. There will also be no lockers in use so please ensure you bring a bag to safely keep all of your belongings in.

To ensure you can safely keep your distance in our pools we will be operating a reduced occupancy. We therefore kindly ask you to respect others and book no more than two sessions per day.

Staying at Oakdene Forest Park or Shorefield Country Park? You can book your slot from our handy app too, so you can book at any time on park or whilst on the go. Our app can be downloaded from the App Store or Google Play (Oakdene and Shorefield only).

You will also receive information including all the links to our booking systems for our facilities in your pre-arrival email, shortly before you are due to arrive.

In the interest of fairness we do not release sessions more than 48 hours in advance.

Do you rent bikes?

No we don't rent bikes, however please feel free to ask at reception and our team will be more than happy to advise the best places to do so locally.

I'm privately booking my caravan, do I need entertainment passes and how much are they?

Due to the current situation surrounding Coronavirus, we are temporarily no longer issuing leisure/entertainment passes, however you will still need to provide proof that you are staying in a caravan or lodge on site in order to gain access to the leisure facilities. This can be in the form of a booking confirmation or email from the owner of the holiday home you are staying in, and should include the dates of your stay as well as the holiday home number. Simply present this to our teams when arriving for your session!

As a reminder, all swimming, or sessions for our outdoor courts need to be booked in advance. This can be done up to 48 hours ahead.

At any other times of year, entertainment passes for the facilities are mandatory for anyone staying in privately rented accommodation. Passes will need to be purchased at reception to grant you access to any of the facilities, including, pools, bars, restaurants and entertainment. Prices will vary depending on season, length of stay and the number of people. You can 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

Are the bars and restaurants pet friendly?

Well behaved dogs are welcome in 'The Milford Room' in the main complex at Shorefield Country Park, as well as in 'The Atrium' at Oakdene Forest Park. Here, you can enjoy a refreshing drink or a bite to eat in the company of your canine companion. Dogs are also welcome in 'The Atrium at Merley Court Holiday Park. We do ask that dogs are kept on a lead at all times whilst on park and that pet owners are responsible for their dogs at all times.

Due to COVID-19, will your hot tubs be available and in use?

Yes! We're delighted that Government guidance states that all our hot tubs on our self-catering accommodation are once again available for guests to use. So you can relax, unwind and melt all your worries away in your very own hot tub whilst staying with us.

Check In & Check Out

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

Check-in is from 5pm on the day of your arrival across all our accommodation. Please note that due to the enhanced cleaning procedures, we cannot always guarantee that your accommodation will be ready at 5pm. We therefore advise that check-in may be any time between 5pm and 5.30pm.

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 5pm.

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 is contactless check-in?

As an added safety measure following Government guidance and social distancing advice, all our accommodation now feature '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.

I am trying to check out, why does my booking show an outstanding amount?

If you have booked your holiday through Hoseasons, rather than directly with us, your booking in our Guest Portal may still show an outstanding balance when you check out.

Rest assured, this is nothing to worry about! Your payments and outstanding balance will have been settled before your arrival, however due to the way payments for Hoseasons bookings work an outstanding amount can still show.

If you are struggling to check-out as a result, please feel free to inform us of your departure via our Guest Live Chat feature instead.

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 a total of four houses across our parks, three near or within Shorefield Country Park in Milford on Sea and one in Wimborne at Wilksworth Caravan Park. Take a look at our Houses and Cottages section to find out more about each one!

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.

Are your parks open all year? If not, when are your parks closed?

Most of our holiday parks are open for 11 months of the year, however this can vary depending on the park. All of our parks are closed from early January until early February. Specific opening dates for each of our parks are:

  • Oakdene Forest Park: Closed from the 1st January to 1st February
  • Forest Edge Holiday Park: Closed from 5th January to 5th February
  • New Forest Lodge Retreat: Closed from 5th January to 10th February
  • Shorefield Country Park: Closed from 5th January to 10th February (our houses remain open throughout)
  • Swanage Coastal Park: Closed from 5th January to 1st March
  • Merley Court Holiday Park: Closed from 7th January to 7th February
  • Wilksworth Caravan Park: Closed from 15th January to 1st March

Ownership

How long can I stay on park for?

All 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. Our parks are subject to a 56 day maximum length of stay, with at least 7 days where you will need to be off park 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.

Find out more about subletting your holiday home here.

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, grandkids 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 therefore must 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?

Sure thing! You can either fill out this form or call our office on 0800 214080 to arrange a visit. We are currently only accepting visits by appointment only, in order to manage numbers and help us keep you safe whilst social distancing. We kindly ask that as per Government guidelines you ensure that face coverings are worn whilst in our ownership offices and on your park tour. You can find out more details on all our ownership locations and available holiday homes on our About Ownership page.

What Identification do I need to provide when purchasing a holiday home?

To ensure that customers are purchasing these for Holiday use only, we ask for the following from each customer: One proof of name i.e. Driving licence or Passport & Two proof of address i.e. Utility bill, bank statement or current year council tax bill (dated within 3 months). We will also ask for these yearly.

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.

Are the bars and restaurants pet friendly?

Well behaved dogs are welcome in 'The Milford Room' in the main complex at Shorefield Country Park, as well as in 'The Atrium' at Oakdene Forest Park. Here, you can enjoy a refreshing drink or a bite to eat in the company of your canine companion. Dogs are also welcome in 'The Atrium at Merley Court Holiday Park. We do ask that dogs are kept on a lead at all times whilst on park and that pet owners are responsible for their dogs at all times.

Are your parks open all year? If not, when are your parks closed?

Most of our holiday parks are open for 11 months of the year, however this can vary depending on the park. All of our parks are closed from early January until early February. Specific opening dates for each of our parks are:

  • Oakdene Forest Park: Closed from the 1st January to 1st February
  • Forest Edge Holiday Park: Closed from 5th January to 5th February
  • New Forest Lodge Retreat: Closed from 5th January to 10th February
  • Shorefield Country Park: Closed from 5th January to 10th February (our houses remain open throughout)
  • Swanage Coastal Park: Closed from 5th January to 1st March
  • Merley Court Holiday Park: Closed from 7th January to 7th February
  • Wilksworth Caravan Park: Closed from 15th January to 1st March

Owner's information

How can I keep up to date with latest owners news?

We have our dedicated Owners Information Portal, exclusively for you as a holiday home owner. Here you can keep up to date with the changes across all our parks in relation to COVID-19 and find lots of useful information. We'll also be updating this page with all the latest announcements from our Ambassador Facebook group within the 'Ownership Blog' section, meaning you can stay updated even if you don't have a Facebook account!

Here, you can also use the dedicated owners Live Chat on the page to speak directly to one of our team should you have any questions or require advice. We hope this feature will let you reach us more efficiently and help you get the answers you're looking for as soon as possible!

Due to COVID-19, what facilities will be open?

The following facilities are currently open across our parks, all with new social distancing measures in place:

  • Entertainment venues at Oakdene Forest Park and Shorefield Country Park*
  • Indoor bars and restaurants with table service only, at Oakdene Forest Park and Shorefield Country Park
  • Outdoor Dining at Oakdene Forest Park and Shorefield Country Park
  • Indoor Swimming Pools at all parks
  • Outdoor Swimming Pools at all parks
  • Tennis & Football Courts at Shorefield Country Park
  • Indoor arcades at Oakdene Forest Park and Shorefield Country Park
  • Adventure Golf at Oakdene Forest Park
  • Food delivery service at Oakdene Forest Park & Shorefield Country Park
  • On-site shops across all parks
  • Launderettes at all of our holiday parks
  • Outdoor play parks at all parks
  • Gyms at Oakdene Forest Park and Shorefield Country Park
  • Reflections Day Spa at Shorefield Country Park

*Please note that our entertainment venues will be open from 6pm - 10pm on Tuesdays, Thursdays, Fridays Saturdays and Sundays with safely distanced family fun.

For your safety we regret that closures will therefore still apply for our saunas and steam rooms, Oakdene's Escape Rooms and Go Active+ until further notice. Unfortunately the Retreat Bar and Gym at Merley Court also remain closed until further notice. You can still get away and enjoy the stunning open spaces, miles of beaches and scenic woodlands on one of our 'Shorefield Getaways'.

Face coverings must be worn AT ALL TIMES when entering or walking through any of our facilities. You may remove your face mask once seated at your table within our bars and restaurants, however you must replace your face mask when leaving your table at any time. We also request that all guests wear a face covering when visiting our swimming pool facilities and only remove this when entering the pool area. Children under 11 years of age and those with health conditions or other impairment are exempt from wearing face coverings as stated by the Government.

We will keep you updated if the Government make any announcements that allow us to open our remaining facilities sooner.

What entertainment will be available, in regards to the current situation?

We're delighted that entertainment has returned to Oakdene Forest Park and Shorefield Country Park! Whilst we can't yet reintroduce our usual jam-packed programme, we'll still have plenty to keep you entertained.

There will be a limited programme from 6pm - 9.45pm on Tuesdays, Thursdays, Fridays, Saturdays and Sundays featuring the likes of family quizzes, free bingo and cabarets on selected nights throughout the week.

Unfortunately our Squirrel Squad are still on "FUR"-lough until further notice, therefore we are unable to offer meet and greets for the time being.

Your safety and that of our teams and other guests is our top priority, therefore we ask that you maintain social distancing whilst in our entertainment venues. For this reason, our dance-floor will be temporarily out of action and we've pressed 'pause' on our discos.

Don't forget to fill in our Track and Trace form when visiting any of our Showbars too!

Do I need to wear a face mask/face covering?

Following latest advice, face coverings must be worn AT ALL TIMES when entering or walking through any of our facilities. You may remove your face mask once seated at your table within our bars and restaurants, however you must replace your face mask when leaving your table at any time. We also request that all guests wear a face covering when visiting our swimming pool facilities and only remove this when entering the pool area.

Children under 11 years of age and those with health conditions or other physical or mental illness, impairment or disability are exempt from wearing face coverings as stated by the Government.

We are also ensuring that all team members across our parks wear a face covering at all times in public areas for your safety and peace of mind. This includes within our restaurants and bars, receptions, shops and walking between any of these areas indoors. Exceptions apply for our entertainers whilst performing on stage, in addition to our lifeguard teams in the pool areas.

As a handy guide, we are therefore asking gusts to wear face coverings in the following areas at our parks:

  • Arcades
  • Receptions
  • Sales Offices
  • Shops
  • Bars and Restaurants - If you're moving around our bar and restaurant areas you must be wearing a face mask until you are seated. You may then take it off to eat/drink. Should you need to leave your table for any reason, you will need to replace your face covering.
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.

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

We know how important our holiday home owners are and understand that many of you have had concerns as a result of not being able to make use of your holiday home whilst the parks are closed. We have sent further details on what we will be offering to you via email. For any questions or more details in relation to these, please contact our Customer Experience Team on 01590 648 369 or emailing customer.experience@shorefield.co.uk

We appreciate your patience and support during these unsettling times and hope to welcome you back to your happy place as soon as we can.

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.

Are your parks open all year? If not, when are your parks closed?

Most of our holiday parks are open for 11 months of the year, however this can vary depending on the park. All of our parks are closed from early January until early February. Specific opening dates for each of our parks are:

  • Oakdene Forest Park: Closed from the 1st January to 1st February
  • Forest Edge Holiday Park: Closed from 5th January to 5th February
  • New Forest Lodge Retreat: Closed from 5th January to 10th February
  • Shorefield Country Park: Closed from 5th January to 10th February (our houses remain open throughout)
  • Swanage Coastal Park: Closed from 5th January to 1st March
  • Merley Court Holiday Park: Closed from 7th January to 7th February
  • Wilksworth Caravan Park: Closed from 15th January to 1st March
How will the new 'Rule of Six' affect me, as a holiday home owner?

As of Monday 14th September 2020, groups larger than six people will not be permitted to gather socially, neither indoors nor outdoors.

In doing so, you will be breaking the law and you may be subject to a fine.

You can therefore still enjoy use of your holiday home, as well as having guests visit you or stay in your happy place, provided your group does not exceed six people at any time.

This includes when subletting and it is your responsibility to ensure your guests/private lettings are adhering to this rule. We advise that contacting any private bookings with more than six people due to stay in your holiday home.

Under the new rules our facilities are still permitted to open and therefore you can still make full use of our swimming pools, gyms and restaurants, you simply cannot mix with other households or gather in groups larger than six when doing so.

Please note, households and support bubbles bigger than six people are unaffected, for example a family of eight who all live together.

Hot Tubs

Will the hot tub be warm when we arrive?

All our hot tubs are emptied, cleaned and refilled with every departure/new arrival. We do endeavour to make sure these are up to temperature when you arrive, however this is not always a guarantee, especially in colder months as this will naturally take longer.

Due to COVID-19, will your hot tubs be available and in use?

Yes! We're delighted that Government guidance states that all our hot tubs on our self-catering accommodation are once again available for guests to use. So you can relax, unwind and melt all your worries away in your very own hot tub whilst staying with us.

Do all caravans and lodges have a hot tub?

Only our Sublime, Superior, Superior+ and Signature accommodation have hot tubs.

However, you can enjoy the communal hot tubs in our indoor pool areas at Oakdene and Shorefield.

Is the hot tub inside or outside the accommodation?

Your very own hot tub is located on the outside decking of your caravan or lodge. For our houses, the hot tubs are located either on the outdoor decking or within the private garden. For all our accommodation the hot tubs are easily reachable from the entrance to your holiday home and just a short walk to the door.

How long should I spend in a hot tub?

You can spend as long as you like in the hot tub, but we recommend that you stay no longer than 15 minutes a time. We recommend that children over 8 stay in for a maximum of 10 minutes.

Remember, you can always get back in your hot tub again later after you’ve cooled off!