Find answers to frequently asked holiday questions
Q. What are the arrival and departure times?
A. Gold grade holiday homes can be occupied from 3pm on the day of arrival and must be vacated before 10am on the day of departure unless alternative arrangements are made with Reception, subject to availability and an additional charge when available. Platinum grade holiday homes benefit from an earlier check-in time at 2pm and must be vacated before 10am on the day of departure. Late arrivals must check in at the Granary Restaurant when Reception is closed.
Q. What do I need to bring on the arrival?
A. Please bring your booking confirmation to Reception on your check-in day, we accept printed confirmations or you can show it on your phone. You will be asked for a £10 deposit for a barrier card when you arrive, this will be refunded when the card is returned. We will also ask you for your vehicle registration number and will give you a vehicle pass to display in your windscreen throughout your stay.
Q. When do I need to pay for my booking?
A. When you book your holiday you will need to pay a deposit. The full balance of your holiday will then be due 10 weeks prior to your holiday start date. If you do not make a payment by this date then we will assume that your holiday has been cancelled and we may re-sell the holiday to another customer.
Q. Do I need to pay a deposit for the holiday home?
A. Pre-authorisation of a credit or debit card (or cash deposit) will be required at check in for the static holiday home hire, £50 per hirevan. A pre-authorisation is a temporary hold of a specific amount of the available balance on a credit or debit card, it guarantees that the funds are available to pay for any charges. At the end of your holiday please leave everything in a clean and tidy condition, remove all the rubbish from the property, empty the fridge and all the kitchen equipment should be left clean. You are responsible for any damage to your holiday home during your stay. If the accommodation, upon inspection, is found to have been left in an unreasonable condition, we will notify you and your card will be debited or we will retain the cash deposit.
Q. Do I need to bring my own bed linen?
A. All bed linen is provided in our accommodation. Beds in the Gold grade holiday homes are partially made up. If you choose a Platinum grade, this option also includes towels and beds will be made up for your arrival.
Q. Can I bring an extra car?
A. If space allows, a maximum of 2 cars are permitted per pitch at any one time & the second car must be paid for (£15 per stay for touring & £10 for holiday home guests). Please display the vehicle pass in the windscreen of the vehicle so the Park Warden can clearly see it. All other cars are to be parked in the Car Park and a £5 pass from Reception is required.
Q. Are there any extra charges for electricity or water?
A. No, all water, gas and electric charges are included in the price. However, you cannot charge your electric car on the pitch.
Q. Do I need passes to get access to your swimming pool?
A. You will only be admitted into our heated outdoor swimming pool area on production of your booking confirmation or an alternative pass issued in Reception. The pool will be open from May Day Bank Holiday weekend until early September, weather permitting. You must follow the procedure for use of the swimming pool and all the separate rules applicable to the pool.
Q. Are the prices per person or per unit?
A. The prices are per unit, which is inclusive of up to 8 people and 1 vehicle. The total number in your party (including children and babies) must not exceed the maximum capacity of the holiday home or pitch advertised in the brochure or online.
Q. Tell me about my holiday home and what is included in my holiday home?
A. All of our static holiday homes are boasting a full central heating system, double glazing throughout and include the following: Electric fire, dining table and television in the lounge; Fitted kitchen with gas cooker, oven, fridge freezer, kettle, toaster and microwave; Bathroom with shower and toilet; Master bedroom and two twin bedrooms with extra bed linen provided for pull out bed in the lounge; Free gas and electricity. The Platinum grade holiday homes also include decking, towels, free WiFi and beds made for your arrival.
Q. Does the accommodation have pots/pans and crockery etc?
A. All our accommodation includes a fully equipped kitchen, with cutlery, crockery and cooking implements for all guests in the accommodation.
Q. Are we allowed to pup tents by the holiday homes?
A. Tents are not permitted next to the holiday homes, we have a separate area for tents and tourers. Click here to view our Holiday Price List.
Q. Can I access WiFi from my accommodation?
A. Yes, however as you are choosing a holiday in a rural location, the mobile phone & WiFi signal are also rural. You may find it intermittent or simply unavailable. We are sorry for any inconvenience but we are not able to guarantee the service. WiFi is brought to the Park by an outside provider and additional charges apply. Free WiFi available within the main complex buildings at the park and in our Platinum Holiday Homes. Please ask a member of the team for the access code. For details on our WiFi charges please see our dedicated page here…
Q. Do you have any wheelchair friendly holiday homes?
A. Yes, we have one Platinum holiday home that is specially modified for wheelchair access and dog-friendly for assistance dogs. However certain accommodation and locations may not be suitable. If you or someone in your party has any medical conditions or disabilities, please inform us at the time of your booking so we can try to ensure the accommodation is suitable for you. If we are unaware, we can’t be responsible if the accommodation or position on the Park is not suitable. If you do have special requirements, please let us know and confirm the conversation in writing or via email. We will try to accommodate the best we can but cannot guarantee this.
Q. Do you accept dogs into your holiday homes?
A. We have a number of holiday homes specifically designated for customers bringing pets in order to maintain levels of hygiene and prevent illness from those with pet allergies. Your dog can join you for an additional £15 fee per pet. Please note, we are only able to accept dogs in our dog-friendly holiday homes, maximum of 4 pets per unit, subject to availability. If you bring a pet into accommodation which is not pet-friendly, you will be required to pay an additional fee of £100 for the deep cleaning of the accommodation. If any member of your party suffers from an allergy, we would strongly recommend that you do not book accommodation which accepts pets. Pets must not be left unattended in the holiday home at any time and their own bedding must be brought during your stay. Please click here for more information.
Q. Can I choose to book a certain static holiday home?
A. We will always try our best to allocate you a holiday home in your preferred area, however, we cannot guarantee that you will not be moved due to unforeseen circumstances. Please note, holiday homes are randomly allocated for online bookings and some of our hirefleet are within close vicinity to the clubhouse. Please use our virtual tour to have a look at the Evergreen Way, where all the static holiday homes for hire are located.
Q. Is smoking allowed in the accommodation?
A. All of our accommodation is non-smoking if you smoke in the accommodation you will be required to pay an additional fee of £100 for the deep cleaning of the accommodation.
Q. Can my family and friends visit me during the holiday?
A. Yes. It is requested that all family and friends visiting for the day leave their vehicle in the car park. To gain access through the barriers, a visitor day pass can be purchased at Reception for £5 and will need to be displayed clearly on your dashboard. All payable facilities are charged as an extra. Visitors are welcome to visit the Park between the hours of 9am and 10pm. It is your responsibility to ensure that your visitors adhere to the Park Rules.
Q. How can we pay for fishing?
A. You can purchase fishing tickets from our Fishing Warden (cash only) at the fishing lakes or at the Reception & Shop (card & cash payments). You don’t need to have a booking with us to fish at our lakes, but you will need a barrier card (£10 deposit) to access the lakes by car. Please visit our Fishing Breaks page for more information on fishing, ticket prices, fishing and bait rules on our park and our special fishing breaks when you can enjoy unlimited FREE fishing during your stay in our holiday homes!
Q. Is there anything extra that I can hire?
A. By prior arrangement travel cots can be hired at £10 each per stay, you will only need to bring your own cot linen. We also hire extra towels at £10 per set (6 bath towels & 3 hand towels). If you require anything extra, you can also hire highchairs, irons, hair dryers, all subject to availability and a deposit of £10 per item is required. Please ask for details when you make your booking.
Q. Do you have any restrictions for group bookings?
A. There may be restrictions for all male or all female parties or under 21’s looking to book in groups of over 4 people. This is due to the family nature of our Park, we do not promote hen/stag parties and there may be additional restrictions on group bookings at certain times so please call our bookings team to ask about these.
Q. Can I make a group booking online?
A. Group bookings of 3 or more holiday homes/pitches must be made through our Bookings Team. If this is not done we will cancel any bookings which are part of a group booking. We may only accept group bookings if you tell us about them and give us the names and addresses of everyone in your group before you book. The lead booker for a group is responsible for the conduct of the other members of the group and for ensuring they comply with these terms and conditions. We may require the lead booker to provide a deposit as security in the event of any damage by any member of the group.
Q. Are there recycling points on the Park?
A. Recycling points are available around the Park so there will never be one far from you. These will be clearly marked on your Park map.
Q. Can I amend my holiday?
A. Yes, of course, we understand that your circumstances may change. If you would like to change your contact details, grade, duration, or add additional members to your booking, simply call our bookings team directly. Amendments can only be made by the lead name on the booking and may be subject to an administration fee.
Q. Do you require proof of insurance for boats and watercrafts?
A. You must hold a valid insurance and a permit from Reception to launch from our slipway. Additional charges apply. All watercrafts must stay left of the slipway, bathers to the right. Watercrafts must not be left outside your pitch when not in use, please use our storage compound, a form will need to be completed at Reception, with a copy of your insurance. All Watercrafts are to be cleaned where there are proper facilities to do so.
Q. How long does the tide cover The Strood onto Mersea and will I be able to get across?
A. When there are very high tides The Strood (about 800 metres of B1025 Mersea to Colchester road) can be flooded for up to an hour or more. We always advise that if the tide is 4.90 metres and above it will more than likely cover the Strood. In this case, we would recommend allowing up to an hour and a half either side of the tide to get on or off the island safely as it is the only road access to the island. Don’t take chances trying to cross it under these conditions. Tide tables are available in Reception, you can find out the tide times here before you depart from home: www.tidetimes.org.uk/west-mersea-tide-times#axzz34EThcL20
Q. Will there be entertainment during off-peak dates?
A. Most weekends we have entertainment on Friday and Saturday. Kids clubs are only running 11am Saturdays throughout non-school holidays (Off Peak) and 7 days a week School Holidays (Peak Season).
Q. Is there a cash point on the Park?
A. Yes, it is located at the entrance to the Barn and there is a service charge to use it.
Q. When is the Park open?
A. The Park is open 11 months a year, 15th February – 15th January. Our touring and camping season is 1st March – 30th November. There may be a rare occasion when we will close for essential maintenance during winter. We will always ensure that this is done in the quietest periods, to minimise impact on our guests enjoyment and holiday experience.
Q. Can I book my next holiday before I leave?
A. You can book another holiday anytime when you are on-park. Please visit our Bookings Office if you would like to extend your stay, book another holiday or require any further information.
Q. Is there a clothes airer, iron and ironing board in the holiday home?
A. You can find a clothes airer in the holiday home however, an iron and ironing board need to be hired from the laundry, all subject to availability and a deposit of £10 per item is required.
Q. Do I have to pay for activities and leisure facilities?
A. Whilst many of our on-site activities and entertainment are free of charge, others may incur a charge. Please ask our bookings team for more information.