Top Questions

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.

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.

Please note that Downton caravans DO NOT feature Wi-Fi in the accommodation. Guests staying in a Downton caravan can access complimentary Wi-Fi at Shorefield Country Park's main complex buildings.

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

Please be aware that the Wi-Fi service is suitable for light browsing and checking emails, but during peak times may be limited. Streaming/gaming/video conferencing is not guaranteed.

Unfortunately, mobile phone reception and network is dependent on your mobile phone provider and therefore is out of our control. 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.

Do you provide towels?

Towels are provided in our hot tub accommodation, all our houses and Select+ lodges, however we recommend bringing a spare as you never know when it may come in handy (trips to the beach or having a separate towel for use in the hot tub is ideal!) We supply one hand towel and one bath towel per person.

We therefore do not provide towels in our Select lodges or our range of caravan accommodation (with the exception of our Sublime Hot Tub Caravans) and therefore advise that you bring your own.

We also recommend bringing your own toiletries including soap, shower gel, shampoo and other bathroom necessities.

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

All 2021 and 2022 holidays booked with us are covered by our Booking Guarantee.

If our parks are forced to close, any holiday arriving during our closed period can be moved† or receive a no-quibble refund.

If your home region is locked down further by the Government or Government restrictions prevent you from arriving for your holiday, you can move your booking to an equivalent date free of charge† or receive a full no-quibble refund. We will happily action this within 4 weeks of your arrival**.

If you are contacted by Track and Trace and are required to self-isolate or test positive for COVID-19, you can move your booking free of charge to an equivalent date†, or receive a full no-quibble refund, provided you give us between 4 weeks’ notice and up until 3 days prior to your arrival. Alternatively, you may move to any alternative date and pay any additional holiday premium where applicable†

You also have the option to redeem your credit at a later date against any future holiday if you're not yet sure when you would want to visit us.

†Charges may apply if your holiday is moved to a date with an increased tariff period. Please check our Booking Guarantee page for full details and alternative dates available. Outside of the above, any holidays arriving within 2 weeks of arrival are bound by our normal T&Cs. Please refer here for your rights to cancel and receive a refund under any other circumstances.

How do I book a swimming slot?

From Saturday (7th August) we will no longer be operating a pre-booked system for sessions in our swimming pools at Shorefield Country Park or Oakdene Forest Park. Instead, simply head to your swimming pool of choice. We will be operating a band system for our pools and entry will be staggered in 15-minute intervals.

Please note that our pools at Wilksworth Caravan Park and Merley Court Holiday Park will still need to be pre-booked. If you are staying at either of these parks you can book a session 48 hours in advance from here. We will reserve your pre-booked space for 15 minutes, after this time we reserve the right to give your slot to others.

Sessions in all our pools are 60 minutes long and we request that you come ‘swim-ready’ where possible.

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.

When does the outdoor swimming pool open?

The outdoor pools across all our parks* will be open from Saturday 29th May until Sunday 5th September 2021.

*The outdoor pool at Wlksworth Caravan Park will remain open at weekends only until the 26th September 2021.

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 times for a particular park, please give the park's reception a call.

Are your holiday parks pet friendly?

Yes, all our parks are pet friendly and welcome well behaved pets in designated pet-friendly accommodation. 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.

If we arrived early would we be able to use the facilities before we check-in?

Yes, you're welcome to use the facilities on the day of your arrival before checking into your accommodation.

Please note that sessions in certain facilities will need to be pre-booked. You can book from here, no more than 48 hours in advance.

From Saturday 7th August, you no longer need to pre-book swimming sessions for our pools at Oakdene Forest Park or Shorefield Country 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?

You are welcome to have day guests who aren't staying on park visit you during your stay with us.

We ask that you make the park reception aware of all visitors. In addition, we ask that any visitors or guests make use of the NHS Contact Tracing app whilst on park.

Are electric scooters permitted on park?

As per our site rules, we regret that the use of powered scooters are not permitted anywhere on park.

Most of the roads throughout our holiday parks are public highways, therefore you are not legally allowed to ride electric or powered scooters on any of these. Anyone who does so is committing an offence and any guests seen doing so on park may be subject to a fine from local authorities.

We therefore kindly ask that you please leave your electric scooters at home when staying with us... Just think of all the space you'll save in your boot!

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.

Our treehouses are set within a secluded gated area of our Milford on Sea park, exclusive to treehouse guests, meaning you'll feel a million miles away.

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

We continue to encourage the use of face coverings when visiting any of our indoor facilities or moving through busy areas in which there are people you would not normally socialise with, even though masks and face coverings are no longer compulsory. Our staff and team members will continue to wear masks in public areas where divider screens aren't present and our spa team will wear face coverings for your treatment.

As a handy guide, we are therefore currently advising guests wear face coverings in the following areas at our parks:

  • Arcades
  • Receptions
  • Sales Offices
  • Shops
  • Bars and Restaurants

Thank you for helping us keep everyone safe.

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

All 2021 and 2022 holidays booked with us are covered by our Booking Guarantee.

If our parks are forced to close, any holiday arriving during our closed period can be moved† or receive a no-quibble refund.

If your home region is locked down further by the Government or Government restrictions prevent you from arriving for your holiday, you can move your booking to an equivalent date free of charge† or receive a full no-quibble refund. We will happily action this within 4 weeks of your arrival**.

If you are contacted by Track and Trace and are required to self-isolate or test positive for COVID-19, you can move your booking free of charge to an equivalent date†, or receive a full no-quibble refund, provided you give us between 4 weeks’ notice and up until 3 days prior to your arrival. Alternatively, you may move to any alternative date and pay any additional holiday premium where applicable†

You also have the option to redeem your credit at a later date against any future holiday if you're not yet sure when you would want to visit us.

†Charges may apply if your holiday is moved to a date with an increased tariff period. Please check our Booking Guarantee page for full details and alternative dates available. Outside of the above, any holidays arriving within 2 weeks of arrival are bound by our normal T&Cs. Please refer here for your rights to cancel and receive a refund under any other circumstances.

How do I book a swimming slot?

From Saturday (7th August) we will no longer be operating a pre-booked system for sessions in our swimming pools at Shorefield Country Park or Oakdene Forest Park. Instead, simply head to your swimming pool of choice. We will be operating a band system for our pools and entry will be staggered in 15-minute intervals.

Please note that our pools at Wilksworth Caravan Park and Merley Court Holiday Park will still need to be pre-booked. If you are staying at either of these parks you can book a session 48 hours in advance from here. We will reserve your pre-booked space for 15 minutes, after this time we reserve the right to give your slot to others.

Sessions in all our pools are 60 minutes long and we request that you come ‘swim-ready’ where possible.

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.

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

Our shared shower and toilet blocks at our campsites will be reopening in line with government guidelines. We do however advise that you make use of your own 'on board' facilities in your motorhome or tourer as much as possible where available.

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.

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.

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.

With the easing of all restrictions, our spa team will continue to wear face coverings during your treatment, for added peace of mind.

We also continue to encourage all visitors to wear face coverings when moving through our indoor facilities or where there are people you would not normally socialise with.

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

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.

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

You are welcome to have day guests who aren't staying on park visit you during your stay with us.

We ask that you make the park reception aware of all visitors. In addition, we ask that any visitors or guests make use of the NHS Contact Tracing app whilst on park.

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.

Accommodation

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

Check-in will vary depending on the accommodation you have booked.

  • All our Signature lodges, Treehouses, Lavender House, Wisteria House and Honeysuckle Cottage have check-in from 2pm
  • All other lodges (Select, Select +, Superior and Superior +) plus The Burrow, Tudor Rose House and Sublime Hot Tub Caravans have check-in from 3pm
  • All remaining accommodation (Supersaver, Budget, Economy, Forest, Supreme, Serene, Sensation, Seaside and Statement Caravans) have check-in from 4pm

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 and to ensure your accommodation is ready, we kindly ask that you DO NOT arrive any earlier than the assigned check-in time.

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 accept large parties of guests?

We do welcome groups at our parks and are taking future bookings for larger parties. 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.

Please note that Downton caravans DO NOT feature Wi-Fi in the accommodation. Guests staying in a Downton caravan can access complimentary Wi-Fi at Shorefield Country Park's main complex buildings.

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

Please be aware that the Wi-Fi service is suitable for light browsing and checking emails, but during peak times may be limited. Streaming/gaming/video conferencing is not guaranteed.

Unfortunately, mobile phone reception and network is dependent on your mobile phone provider and therefore is out of our control. 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.

Do you provide towels?

Towels are provided in our hot tub accommodation, all our houses and Select+ lodges, however we recommend bringing a spare as you never know when it may come in handy (trips to the beach or having a separate towel for use in the hot tub is ideal!) We supply one hand towel and one bath towel per person.

We therefore do not provide towels in our Select lodges or our range of caravan accommodation (with the exception of our Sublime Hot Tub Caravans) and therefore advise that you bring your own.

We also recommend bringing your own toiletries including soap, shower gel, shampoo and other bathroom necessities.

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

All 2021 and 2022 holidays booked with us are covered by our Booking Guarantee.

If our parks are forced to close, any holiday arriving during our closed period can be moved† or receive a no-quibble refund.

If your home region is locked down further by the Government or Government restrictions prevent you from arriving for your holiday, you can move your booking to an equivalent date free of charge† or receive a full no-quibble refund. We will happily action this within 4 weeks of your arrival**.

If you are contacted by Track and Trace and are required to self-isolate or test positive for COVID-19, you can move your booking free of charge to an equivalent date†, or receive a full no-quibble refund, provided you give us between 4 weeks’ notice and up until 3 days prior to your arrival. Alternatively, you may move to any alternative date and pay any additional holiday premium where applicable†

You also have the option to redeem your credit at a later date against any future holiday if you're not yet sure when you would want to visit us.

†Charges may apply if your holiday is moved to a date with an increased tariff period. Please check our Booking Guarantee page for full details and alternative dates available. Outside of the above, any holidays arriving within 2 weeks of arrival are bound by our normal T&Cs. Please refer here for your rights to cancel and receive a refund under any other circumstances.

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.

At Shorefield Country Park and Oakdene Forest Park, our leisure facilities and indoor pools remain open throughout the year (with the exception of Christmas Day).

Entertainment at Shorefield Country Park and Oakdene Forest Park will be less frequent outside of peak holiday periods, but there is regular entertainment and activities all year round. You can view what's on in our entertainment calendars online or in our app!

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

Please note all our facilities across our parks will be closed on Christmas Day to give our teams some well-deserved time off with their families. This includes our swimming pools, gyms, entertainment, bars and restaurants.

Do I need to bring an iron?

Irons are provided in all lodge and house accommodation. You can hire irons from reception, for any of our caravans or other accommodation. 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.

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 or mattresses for cots.

Is any of the accommodation adapted for disabled guests?

Yes, have a specifically adapted three-bedroom Select Lodge at Shorefield Country Park, as well as wheelchair-accessible Serene Caravans at both Oakdene and Shorefield Country Park. To find out more please see our accessible accommodation page and access statement.

Some of our other units are suitable for those with limited mobility. Whilst not specifically adapted for wheelchair users, our treehouses are accessed via a sloping timber walkway and have one downstairs bedroom (the other two bedrooms in Silvertree and Coppertree are located upstairs), making them suitable for those with reduced mobility. As our treehouses have not been specifically designed to cater for wheelchair users, they may not be suitable for those looking for fully accessible accommodation.

If you require accommodation near to the facilities or with level access, please state this at the time of booking and we will do our best to help find you something to suit your requirements. If you have any questions regarding accessibility, feel free to give our Reservations Team a call on 01590 648333 who will 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 holiday from the extras page when booking online (available when an infant has been added to the booking/holiday search) 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 be aware we do not provide bedding or mattresses for cots. Please therefore bring your own bedding and cot mattress when hiring these as part of your booking.

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

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

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

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 our parks are pet friendly and welcome well behaved pets in designated pet-friendly accommodation. 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, sessions in some of our facilities will 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 this is not guaranteed. There are additional car parks, usually near reception, where you can park any additional cars.

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.

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!

If we arrived early would we be able to use the facilities before we check-in?

Yes, you're welcome to use the facilities on the day of your arrival before checking into your accommodation.

Please note that sessions in certain facilities will need to be pre-booked. You can book from here, no more than 48 hours in advance.

From Saturday 7th August, you no longer need to pre-book swimming sessions for our pools at Oakdene Forest Park or Shorefield Country Park.

Is all the accommodation non smoking?

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

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?

You are welcome to have day guests who aren't staying on park visit you during your stay with us.

We ask that you make the park reception aware of all visitors. In addition, we ask that any visitors or guests make use of the NHS Contact Tracing app whilst on park.

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, lodge or treehouse. 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.

Where are your parks located?

Our parks are located on the south coast of the UK, in the stunning counties of Hampshire and Dorset.

We have three locations in Hampshire, whether you're looking to own a Hampshire holiday home or are after somewhere to stay for a Hampshire holiday:

  • Lytton Lawn Touring Park
  • New Forest Lodge Retreat
  • Shorefield Country Park

Six of our parks are located in Dorset, including a stunning range of ways to stay on a Dorset holiday and a range of Dorset Holiday homes to own:

  • Forest Edge Holiday Park
  • Merley Coury Holiday Park
  • Oakdene Forest Park
  • Swanage Coastal Park
  • Wilksworth Caravan Park
Are BBQs allowed at your self-catering parks?

BBQ stands are fitted to the decking of our Sublime caravans, Select+ lodges, Superior lodges, Superior+ lodges and Signature lodges (therefore these are not available on Statement caravans, Sensation caravans, Seaside caravans, Serene caravans, or Select lodges). These are for use with disposable BBQs.

You may make use of your own BBQs at our self-catering parks with caution. We recommend that they are not used in the separation distance between holiday homes as this poses a fire risk.

If using a disposable BBQ, these must be raised off the ground and should not be used on any surface that poses a fire risk or risk of scorching, such as decking or grass.

Camping & Touring

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 shared 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.

Please note that Downton caravans DO NOT feature Wi-Fi in the accommodation. Guests staying in a Downton caravan can access complimentary Wi-Fi at Shorefield Country Park's main complex buildings.

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

Please be aware that the Wi-Fi service is suitable for light browsing and checking emails, but during peak times may be limited. Streaming/gaming/video conferencing is not guaranteed.

Unfortunately, mobile phone reception and network is dependent on your mobile phone provider and therefore is out of our control. 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.

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

All 2021 and 2022 holidays booked with us are covered by our Booking Guarantee.

If our parks are forced to close, any holiday arriving during our closed period can be moved† or receive a no-quibble refund.

If your home region is locked down further by the Government or Government restrictions prevent you from arriving for your holiday, you can move your booking to an equivalent date free of charge† or receive a full no-quibble refund. We will happily action this within 4 weeks of your arrival**.

If you are contacted by Track and Trace and are required to self-isolate or test positive for COVID-19, you can move your booking free of charge to an equivalent date†, or receive a full no-quibble refund, provided you give us between 4 weeks’ notice and up until 3 days prior to your arrival. Alternatively, you may move to any alternative date and pay any additional holiday premium where applicable†

You also have the option to redeem your credit at a later date against any future holiday if you're not yet sure when you would want to visit us.

†Charges may apply if your holiday is moved to a date with an increased tariff period. Please check our Booking Guarantee page for full details and alternative dates available. Outside of the above, any holidays arriving within 2 weeks of arrival are bound by our normal T&Cs. Please refer here for your rights to cancel and receive a refund under any other circumstances.

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.

At Shorefield Country Park and Oakdene Forest Park, our leisure facilities and indoor pools remain open throughout the year (with the exception of Christmas Day).

Entertainment at Shorefield Country Park and Oakdene Forest Park will be less frequent outside of peak holiday periods, but there is regular entertainment and activities all year round. You can view what's on in our entertainment calendars online or in our app!

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

Please note all our facilities across our parks will be closed on Christmas Day to give our teams some well-deserved time off with their families. This includes our swimming pools, gyms, entertainment, bars and restaurants.

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.

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

Our shared shower and toilet blocks at our campsites will be reopening in line with government guidelines. We do however advise that you make use of your own 'on board' facilities in your motorhome or tourer as much as possible where available.

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

Do you offer caravan storage?

Yes, we offer caravan storage at Merley Court Holiday Park. This service 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 at Merley 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 our parks are pet friendly and welcome well behaved pets in designated pet-friendly accommodation. 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.

What are your pitch sizes?

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

If we arrived early would we be able to use the facilities before we check-in?

Yes, you're welcome to use the facilities on the day of your arrival before checking into your accommodation.

Please note that sessions in certain facilities will need to be pre-booked. You can book from here, no more than 48 hours in advance.

From Saturday 7th August, you no longer need to pre-book swimming sessions for our pools at Oakdene Forest Park or Shorefield Country Park.

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

You are welcome to have day guests who aren't staying on park visit you during your stay with us.

We ask that you make the park reception aware of all visitors. In addition, we ask that any visitors or guests make use of the NHS Contact Tracing app whilst on park.

Are electric scooters permitted on park?

As per our site rules, we regret that the use of powered scooters are not permitted anywhere on park.

Most of the roads throughout our holiday parks are public highways, therefore you are not legally allowed to ride electric or powered scooters on any of these. Anyone who does so is committing an offence and any guests seen doing so on park may be subject to a fine from local authorities.

We therefore kindly ask that you please leave your electric scooters at home when staying with us... Just think of all the space you'll save in your boot!

Where are your parks located?

Our parks are located on the south coast of the UK, in the stunning counties of Hampshire and Dorset.

We have three locations in Hampshire, whether you're looking to own a Hampshire holiday home or are after somewhere to stay for a Hampshire holiday:

  • Lytton Lawn Touring Park
  • New Forest Lodge Retreat
  • Shorefield Country Park

Six of our parks are located in Dorset, including a stunning range of ways to stay on a Dorset holiday and a range of Dorset Holiday homes to own:

  • Forest Edge Holiday Park
  • Merley Coury Holiday Park
  • Oakdene Forest Park
  • Swanage Coastal Park
  • Wilksworth Caravan Park

Booking & Payments

Do you accept large parties of guests?

We do welcome groups at our parks and are taking future bookings for larger parties. 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.

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

All 2021 and 2022 holidays booked with us are covered by our Booking Guarantee.

If our parks are forced to close, any holiday arriving during our closed period can be moved† or receive a no-quibble refund.

If your home region is locked down further by the Government or Government restrictions prevent you from arriving for your holiday, you can move your booking to an equivalent date free of charge† or receive a full no-quibble refund. We will happily action this within 4 weeks of your arrival**.

If you are contacted by Track and Trace and are required to self-isolate or test positive for COVID-19, you can move your booking free of charge to an equivalent date†, or receive a full no-quibble refund, provided you give us between 4 weeks’ notice and up until 3 days prior to your arrival. Alternatively, you may move to any alternative date and pay any additional holiday premium where applicable†

You also have the option to redeem your credit at a later date against any future holiday if you're not yet sure when you would want to visit us.

†Charges may apply if your holiday is moved to a date with an increased tariff period. Please check our Booking Guarantee page for full details and alternative dates available. Outside of the above, any holidays arriving within 2 weeks of arrival are bound by our normal T&Cs. Please refer here for your rights to cancel and receive a refund under any other circumstances.

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 holiday from the extras page when booking online (available when an infant has been added to the booking/holiday search) 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 be aware we do not provide bedding or mattresses for cots. Please therefore bring your own bedding and cot mattress when hiring these as part of your booking.

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.

What do you offer at Christmas?

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

How do I get a discount code?

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

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 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

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

We continue to encourage the use of face coverings when visiting any of our indoor facilities or moving through busy areas in which there are people you would not normally socialise with, even though masks and face coverings are no longer compulsory. Our staff and team members will continue to wear masks in public areas where divider screens aren't present and our spa team will wear face coverings for your treatment.

As a handy guide, we are therefore currently advising guests wear face coverings in the following areas at our parks:

  • Arcades
  • Receptions
  • Sales Offices
  • Shops
  • Bars and Restaurants

Thank you for helping us keep everyone safe.

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.

Please note that Downton caravans DO NOT feature Wi-Fi in the accommodation. Guests staying in a Downton caravan can access complimentary Wi-Fi at Shorefield Country Park's main complex buildings.

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

Please be aware that the Wi-Fi service is suitable for light browsing and checking emails, but during peak times may be limited. Streaming/gaming/video conferencing is not guaranteed.

Unfortunately, mobile phone reception and network is dependent on your mobile phone provider and therefore is out of our control. 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 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.

At Shorefield Country Park and Oakdene Forest Park, our leisure facilities and indoor pools remain open throughout the year (with the exception of Christmas Day).

Entertainment at Shorefield Country Park and Oakdene Forest Park will be less frequent outside of peak holiday periods, but there is regular entertainment and activities all year round. You can view what's on in our entertainment calendars online or in our app!

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

Please note all our facilities across our parks will be closed on Christmas Day to give our teams some well-deserved time off with their families. This includes our swimming pools, gyms, entertainment, bars and restaurants.

How do I book a swimming slot?

From Saturday (7th August) we will no longer be operating a pre-booked system for sessions in our swimming pools at Shorefield Country Park or Oakdene Forest Park. Instead, simply head to your swimming pool of choice. We will be operating a band system for our pools and entry will be staggered in 15-minute intervals.

Please note that our pools at Wilksworth Caravan Park and Merley Court Holiday Park will still need to be pre-booked. If you are staying at either of these parks you can book a session 48 hours in advance from here. We will reserve your pre-booked space for 15 minutes, after this time we reserve the right to give your slot to others.

Sessions in all our pools are 60 minutes long and we request that you come ‘swim-ready’ where possible.

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.

How do I cancel my session for the facilities?

You should have received an email confirmation with details of your session. Within this email, you'll find a link to cancel your booking.

Alternatively, you can cancel your session from the booking system (found here for Shorefield Country Park and here for Oakdene, Merley or Wilksworth).

You will then be able to sign in to your account using the 'Sign In' button (a yellow icon of a person, found above the sessions). Once signed in, you'll be able to view and amend your sessions via the 'Your Bookings' section:

Your Bookings within the facilties booking system

YOU MUST cancel your session if you are no longer able to attend or simply change your mind. Doing so will make your space available to other guests and prevent the facilities being fully booked, despite nobody making use of them.

When does the outdoor swimming pool open?

The outdoor pools across all our parks* will be open from Saturday 29th May until Sunday 5th September 2021.

*The outdoor pool at Wlksworth Caravan Park will remain open at weekends only until the 26th September 2021.

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 times 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.

With the easing of all restrictions, our spa team will continue to wear face coverings during your treatment, for added peace of mind.

We also continue to encourage all visitors to wear face coverings when moving through our indoor facilities or where there are people you would not normally socialise with.

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

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.

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

Holidaymakers may have day guests visit them at the parks, however we regret that the leisure and entertainment facilities at our parks are not open to members of the general public. The exceptions to this being the Go Active activities and Escape Rooms at Oakdene Forest Park, as well as visiting Reflections Day Spa and the outdoor sports courts at Shorefield Country Park.

Please be aware that sessions for all of the above must be pre-booked.

Which of the parks have a cash point?

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

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, sessions in some of our facilities will 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?

Both Shorefield Country Park (Milford on Sea) and Oakdene Forest Park (St Leonards, Dorset) have wheelchair access to the swimming pool.

When entering the indoor swimming pool at Shorefield Country Park there is a beached area which gradually slopes to the deeper end of the pool.

To enter the indoor swimming pool at Oakdene Forest Park there is a beached area to the shallow pool section, then steps with a handrail.

What do you offer at Christmas?

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

If we arrived early would we be able to use the facilities before we check-in?

Yes, you're welcome to use the facilities on the day of your arrival before checking into your accommodation.

Please note that sessions in certain facilities will need to be pre-booked. You can book from here, no more than 48 hours in advance.

From Saturday 7th August, you no longer need to pre-book swimming sessions for our pools at Oakdene Forest Park or Shorefield Country Park.

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. We regret that dogs are not permitted in the main areas of Tides Bar and Restaurant (Shorefield) or the Acorn Bar and Restaurant (Oakdene). 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 electric scooters permitted on park?

As per our site rules, we regret that the use of powered scooters are not permitted anywhere on park.

Most of the roads throughout our holiday parks are public highways, therefore you are not legally allowed to ride electric or powered scooters on any of these. Anyone who does so is committing an offence and any guests seen doing so on park may be subject to a fine from local authorities.

We therefore kindly ask that you please leave your electric scooters at home when staying with us... Just think of all the space you'll save in your boot!

How do I book a daytime entertainment activity?

Woof's Workshop is full of daytime activities for the younger ones, including our fantastic Slime School, Sand Art and Pottery Painting at Shorefield Country Park and Oakdene Forest Park. You can book any of these in advance via our app or online from here, as well as our ever-popular character breakfast!

Please note that masks are required for all our indoor entertainment and tables in our Showbars are socially distanced, seating a maximum of 6 per table. Don't forget to check in using the NHS contact tracing app when visiting any of our facilities!

What is the terrain like at your parks?

The terrain at our holiday parks can vary by location and whilst some areas of our parks may have inclines, most of our parks are relatively flat parkland with well-maintained roads and paths throughout. We also have level-access facilities at both Oakdene Forest Park and Shorefield Country Park.

Some parks also feature lakes or ponds, therefore please ensure you are aware of these in advance.

Please note that due to the hillside location of Swanage Coastal Park, we do not recommend this location for guests with mobility issues or walking difficulties.

For more details or if you have any questions about the holiday park you are looking to book, please call our Reservations Team on 01590 648 333 or take a look at our Access Statement.

Can I use the facilities at another park?

Yes, guests and owners staying at any of our parks can make use of any of the facilities across all our locations.

Please note that sessions for certain facilities will need to be pre-booked from here, no more than 48 hours in advance. You will also need to provide proof of your stay (such as your holiday booking confirmation, Ambassador Card or a message from the owner of the holiday home you are staying in) upon arrival to the facilities to gain access.

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.

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, lodge or treehouse. 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!

Check In & Check Out

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

Check-in will vary depending on the accommodation you have booked.

  • All our Signature lodges, Treehouses, Lavender House, Wisteria House and Honeysuckle Cottage have check-in from 2pm
  • All other lodges (Select, Select +, Superior and Superior +) plus The Burrow, Tudor Rose House and Sublime Hot Tub Caravans have check-in from 3pm
  • All remaining accommodation (Supersaver, Budget, Economy, Forest, Supreme, Serene, Sensation, Seaside and Statement Caravans) have check-in from 4pm

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 and to ensure your accommodation is ready, we kindly ask that you DO NOT arrive any earlier than the assigned check-in time.

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.

If we arrived early would we be able to use the facilities before we check-in?

Yes, you're welcome to use the facilities on the day of your arrival before checking into your accommodation.

Please note that sessions in certain facilities will need to be pre-booked. You can book from here, no more than 48 hours in advance.

From Saturday 7th August, you no longer need to pre-book swimming sessions for our pools at Oakdene Forest Park or Shorefield Country Park.

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.

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?

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. We regret that dogs are not permitted in the main areas of Tides Bar and Restaurant (Shorefield) or the Acorn Bar and Restaurant (Oakdene). 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
Are there any risks to the Reserve Now, Stay Later service?

No, our Reserve Now Stay Later service for holiday home ownership is a risk-free option that allows you to reserve your preferred holiday home or plot with a 100% refundable deposit, or you can change to an alternative holiday home of your choice or any of our other locations.

What are site fees and running costs?

As with owning any home, there are running costs. These include annual site fees, local rates, gas, electricity and insurance. Naturally, these change from year to year. Site fees depend on your park location and they not only cover your refuse collection, maintenance and security, but your entrance to all the park venues and facilities, alongside the right to site your holiday home on our park. Other things are included in your site fees too, like grass cutting and general park upkeep.

  • All site fees displayed on our website are reflective of the normal rate of VAT (20%) being applied. Up to 31st March 2022 site fees are charged a VAT rate of 12.5%. 2021/2022 Site fees are included pro-rata in all new customer purchases. The price of the holiday home has no reflection on the VAT rate of site fees.

Site Fees & rates may be paid over 6 or 12 months by direct debit with an additional administration charge. Gas and electricity are metered (Gas is bottled at Swanage Coastal Park).

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!

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

We continue to encourage the use of face coverings when visiting any of our indoor facilities or moving through busy areas in which there are people you would not normally socialise with, even though masks and face coverings are no longer compulsory. Our staff and team members will continue to wear masks in public areas where divider screens aren't present and our spa team will wear face coverings for your treatment.

As a handy guide, we are therefore currently advising guests wear face coverings in the following areas at our parks:

  • Arcades
  • Receptions
  • Sales Offices
  • Shops
  • Bars and Restaurants

Thank you for helping us keep everyone safe.

How do I cancel my session for the facilities?

You should have received an email confirmation with details of your session. Within this email, you'll find a link to cancel your booking.

Alternatively, you can cancel your session from the booking system (found here for Shorefield Country Park and here for Oakdene, Merley or Wilksworth).

You will then be able to sign in to your account using the 'Sign In' button (a yellow icon of a person, found above the sessions). Once signed in, you'll be able to view and amend your sessions via the 'Your Bookings' section:

Your Bookings within the facilties booking system

YOU MUST cancel your session if you are no longer able to attend or simply change your mind. Doing so will make your space available to other guests and prevent the facilities being fully booked, despite nobody making use of them.

I am an owner and I sublet my caravan, do my guests need entertainment passes and how much are they?

We are no longer issuing physical leisure/entertainment passes. For 2021 we have provided unlimited complimentary access to our facilities for any of your guests, however, your guests will still need to provide proof that they 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 you, the owner of the holiday home, and should include the dates of your guest's stay as well as your holiday home number. Simply ask your guests to present this to our teams when arriving for a session!

From 2022 onwards, entertainment passes for the facilities are mandatory for anyone staying in privately rented accommodation. Previously, passes could be purchased from reception for 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 2019 prices and download a form here. Please note this process and prices may be subject to change with the elimination of physical passes.

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 as a result of the National lockdowns 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.

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
Are electric scooters permitted on park?

As per our site rules, we regret that the use of powered scooters are not permitted anywhere on park.

Most of the roads throughout our holiday parks are public highways, therefore you are not legally allowed to ride electric or powered scooters on any of these. Anyone who does so is committing an offence and any guests seen doing so on park may be subject to a fine from local authorities.

We therefore kindly ask that you please leave your electric scooters at home when staying with us... Just think of all the space you'll save in your boot!

Refer a friend terms and conditions
  • Referral form must be submitted at least 7 days prior to any sale.
  • This offer does not apply to any purchaser whose name does not appear on a referral form.
  • Shorefield Holidays Ltd reserves the right to terminate this ‘Refer a Friend’ scheme at any time.
  • In the event of any dispute, the decision of Shorefield Holidays Limited will be final.
  • There is no limit to how many friends or family you can refer.
  • All owners’ accounts must be up to date, prior to any credit being made.
  • Your credit will only apply if your referral results in the sale of a company owned used Caravan (12ft wide or more), new Caravan (12ft wide or more), new Lodge (16ft wide or more).
Can I use the facilities at another park?

Yes, guests and owners staying at any of our parks can make use of any of the facilities across all our locations.

Please note that sessions for certain facilities will need to be pre-booked from here, no more than 48 hours in advance. You will also need to provide proof of your stay (such as your holiday booking confirmation, Ambassador Card or a message from the owner of the holiday home you are staying in) upon arrival to the facilities to gain access.