If you’re unable to log in to your account, try the following steps:

1. Check your email address

• Make sure you’re using the

  same email address

  you used when booking or creating your account.

• If you’ve used multiple email addresses in the past, try any others that might be linked to your booking.

2. Reset your password

• Click “Forgot password?” on the login page.

• Follow the instructions in the email we send to create a new password.

• Check your spam or junk folder if you don’t see the email within a few minutes.

3. Check your internet connection

• Make sure you have a stable internet connection.

• If you’re using a mobile device, try switching from Wi-Fi to mobile data (or vice versa).

4. Try a different browser or device

• If the page doesn’t load or the login button doesn’t respond, try:

  • Opening the site in a different browser (e.g. Chrome, Safari, Edge).

  • Clearing your browser cache and cookies.

  • Logging in from another device.

5. Make sure cookies and JavaScript are enabled

• The website requires cookies and JavaScript to function properly. Check your browser settings to confirm these are turned on.

6. Check if our website is under maintenance

• Occasionally, our site may be temporarily unavailable for updates. If this might be the case, try again after a few minutes.

7. Still can’t log in?

• If you’ve tried the steps above and still can’t access your account, please contact us through

  “Chat with us” to reach out to our Customer Service team

Have your name, email address, and booking number (if applicable) ready so we can assist you quickly.

If you’re having trouble creating your account, try the steps below to get started.

1. Check if you’ve submitted the “Create Account” form

After filling out the sign-up form on the website or app, make sure you clicked Submit. If the form doesn’t go through, look for any error messages and double-check that all fields are filled in correctly.

2. Look for the verification email

Once your form is submitted, you should receive a verification email. Click the link in that email to confirm your account — you’ll need to do this before you can log in.

3. Check your spam or junk folder

If you don’t see the verification email in your inbox, check your spam or junk folder — sometimes it ends up there.

4. Try resetting your password

If you still haven’t received the email after 10 minutes, go back to the login screen and click “Forgot password?” You may have an account from several years ago, if so then you can reset your password and login.

5. Still can’t create your account?

If you’ve tried all the steps above and still can’t create your account, please contact us through “Chat with us.”

Our team will investigate and help you complete your account setup.

Additional tips

• The verification link in the email expires after a short time. If it does, simply try to login and if your email is not verified, you will have the option to “resend your verification email”

• Use the same email address you used for your booking to make sure your reservations are linked automatically.

• If you’re using the app, check that you’re on the latest version from the App Store or Google Play.

Most accommodations include bed linen and towels at no extra cost, which will be noted in the property description. If there are any additional charges, these will also be shown there.

Some accommodations require guests to request bed linen or duvets in advance, so please check the property description for details.

Please note that cot linen is not provided.

Once you have received your discount code from Tesco, you can book online via the Tesco Clubcard website with your £50 or £90 voucher. Click here to book. Your Tesco voucher must be redeemed at the time of booking, as it can’t be applied to bookings that have already been confirmed.

The amount required to secure your holiday varies depending on the cost and arrival date, but in most cases, you can secure your holiday with just a deposit up until 6 weeks before your arrival date. You will receive confirmation of the exact amount during the booking process, and the specific date will be clearly indicated on the booking summary before you book. 

We sometimes have special promotions that allow you to secure your booking with a lower deposit than usual. We recommend reading the Low deposit terms before making your booking. It's important to note that if you choose to cancel, standard cancellation charges will still apply.

All Cottages that display the paw symbol with a 1 or higher accept dogs. Homes with a 0 next to the paw symbol do not accept any pets.

Unfortunately, we do not accept any other types of pets.

When booking, make sure to include the number of dogs in your party size. If you’ve already booked, you can add them later through MyAccount.

Please note that pet policies apply to pets, not service animals. Service animals are permitted to accompany you in accordance with local law. However, we recommend choosing a pet-friendly home even if you are traveling with a service animal, as these properties are better equipped for dogs — for example, they typically avoid plants or features that may be unsafe for dogs.

If you have a discount code, please book through the discount provider’s website, or enter your code during checkout if it was issued by us. Unfortunately, we can’t apply discounts after a booking has been made, so please make sure to add it at the time of booking.

We accept payments by Visa, MasterCard, and Apple Pay using your credit or debit card.

Most accommodations include electricity, gas, and heating at no extra cost.

If any additional charges apply, these will be clearly stated in the accommodation description.

We’re sorry, if you are looking to purchase vouchers, due to ongoing technical issues, we’re currently unable to offer this service both online and over the phone.

Where possible, we include key accessibility features in the accommodation description or features list. You can also use the “Wheelchair accessible” filter in your search if you use a wheelchair. If you have specific requirements, please contact us for further assistance.

Some of our accommodations include a barbecue, which will be mentioned in the property description.

In certain locations, the use of personal barbecues may be restricted due to local regulations or the type of accommodation. Where permitted, barbecues must be used safely and kept raised off the ground.

If you’re unsure, please contact us and we’ll confirm the rules for your specific holiday location.

Most parks and accommodations that have a swimming pool make no charge for using the pool unless otherwise indicated. For Cottage holidays, not all pools have exclusive use, therefore please check the description for further details. Please note, some locations require pre-booking of swimming slots during busy periods. Outdoor pools are usually open from May until September (check description for limitations). 

Children must be always supervised by an adult.

For any assistance with your booking, simply reach out to our friendly chat support or call our Customer Service team on telephone number 0345 268 0605.

Mon-Sat 09:15 am - 07:30 pm Sun 09:45 am - 08:00 pm

Once you have received your discount code from Tesco, you can book online via the Tesco Clubcard website with your £50 or £90 voucher. Click here to book. Your Tesco voucher must be redeemed at the time of booking, as it can’t be applied to bookings that have already been confirmed.

The amount required to secure your holiday varies depending on the cost and arrival date, but in most cases, you can secure your holiday with just a deposit up until 6 weeks before your arrival date. You will receive confirmation of the exact amount during the booking process, and the specific date will be clearly indicated on the booking summary before you book. 

We sometimes have special promotions that allow you to secure your booking with a lower deposit than usual. We recommend reading the Low deposit terms before making your booking. It's important to note that if you choose to cancel, standard cancellation charges will still apply.

You are able to view the exact balance due date for your holiday by logging in to My Account.

Your balance is typically due 6 weeks before you are due to arrive. For accommodations that are stated to sleep more 10 people or more, the balance due date will typically be 8 weeks before you are due to arrive. 

We accept payments by Visa, MasterCard, and Apple Pay using your credit or debit card.

If you have a discount code, please book through the discount provider’s website, or enter your code during checkout if it was issued by us. Unfortunately, we can’t apply discounts after a booking has been made, so please make sure to add it at the time of booking.

To make a payment simply log in to My Account where you will be able to pay the outstanding balance of your holiday or make partial payments. 

Most accommodations include electricity, gas, and heating at no extra cost.

If any additional charges apply, these will be clearly stated in the accommodation description.

We’re sorry, if you are looking to purchase vouchers, due to ongoing technical issues, we’re currently unable to offer this service both online and over the phone.

You can avoid paying the £20 handling fee by managing your booking online.

All amendments, cancellations, and booking changes can be completed through our website’s self-service options, which are quick and easy to use.

The handling fee only applies when our contact centre processes a request that could have been completed online.

Our website provides self-service options for all amendments, cancellations, and booking transactions.

The handling fee helps encourage the use of our online services, allowing our contact centre team to focus on assisting customers with urgent or complex matters.

There’s no call centre handling fee if you prefer to make a new booking by phone.

The support handling fee of £20 applies to all amendments, cancellations, or booking transactions that can be completed through our website.

There’s no call centre handling fee if you prefer to make a new booking by phone.

Most accommodations include bed linen and towels at no extra cost, which will be noted in the property description. If there are any additional charges, these will also be shown there.

Some accommodations require guests to request bed linen or duvets in advance, so please check the property description for details.

Please note that cot linen is not provided.

All Cottages that display the paw symbol with a 1 or higher accept dogs. Homes with a 0 next to the paw symbol do not accept any pets.

Unfortunately, we do not accept any other types of pets.

When booking, make sure to include the number of dogs in your party size. If you’ve already booked, you can add them later through MyAccount.

Please note that pet policies apply to pets, not service animals. Service animals are permitted to accompany you in accordance with local law. However, we recommend choosing a pet-friendly home even if you are traveling with a service animal, as these properties are better equipped for dogs — for example, they typically avoid plants or features that may be unsafe for dogs.

To determine if your accommodation offers Wi-Fi, please refer to the accommodation description or available features. It will clearly indicate whether Wi-Fi is available or not. You can view this on My Account.

Please keep in mind that even if Wi-Fi is advertised, we cannot guarantee the network conditions or that it will be "unlimited".

You can find information about local attractions, amenities, and points of interest in the property descriptions on our website.

Many owners also provide a welcome pack on arrival with more details about things to see and do in the area.

Where possible, we include key accessibility features in the accommodation description or features list. You can also use the “Wheelchair accessible” filter in your search if you use a wheelchair. If you have specific requirements, please contact us for further assistance.

Some of our accommodations include a barbecue, which will be mentioned in the property description.

In certain locations, the use of personal barbecues may be restricted due to local regulations or the type of accommodation. Where permitted, barbecues must be used safely and kept raised off the ground.

If you’re unsure, please contact us and we’ll confirm the rules for your specific holiday location.

Sites and accommodations with designated EV charging points will be clearly advertised. The property description will include details of any additional charges or power levels, if applicable.

Charging is not permitted at properties without a dedicated EV charging facility. We recommend using public charging stations in the local area instead.

Most parks and accommodations that have a swimming pool make no charge for using the pool unless otherwise indicated. For Cottage holidays, not all pools have exclusive use, therefore please check the description for further details. Please note, some locations require pre-booking of swimming slots during busy periods. Outdoor pools are usually open from May until September (check description for limitations). 

Children must be always supervised by an adult.

Most accommodations can provide cots and highchairs, which you can add as extras when making your booking.

If you’ve already booked, you can add these items through My Account. Please note that additional charges may apply.

Cot linen is not provided, and all cots and highchairs must meet British or European safety standards.

Where fishing is advertised as part of the location facilities, a rod license will be required and is a legal requirement for anyone 13 years or over who wishes to fish in inland waters in England and Wales. Any further restrictions will be detailed upon arrival of your holiday. 

If you need to cancel your stay, you can do so online by logging in to My Account and selecting the booking you wish to cancel.

Please note that cancellation charges may apply. To view the exact fees, click “Cancel” to see a quote. If you decide not to go ahead with the cancellation, you can simply return to your booking.

If your full balance hasn’t been paid and your travel date is more than 10 weeks away, you may have the option to change your holiday dates instead. To check availability, log in to My Account, select your booking, and click “Change dates.”

If you’d like to change the dates of your holiday, you can do so up to 10 weeks before your departure date by logging in to My Account.

A £35 amendment fee applies, in addition to any difference in the cost of your holiday.

You can extend your stay online through My Account. However, if you’d like to shorten your stay, please chat with our Customer Support team, who will see if it is possible to accommodate.

Check-in and check-out times vary by property, but most accommodations allow check-in from 4:00 PM and check-out by 10:00 AM.

To view the exact times for your stay, log in to My Account and click on your booking, or check your booking confirmation email.

If you’ve misplaced your confirmation, you can request a new one by logging in to My Account.

To see everything that’s included with your holiday, log in to My Account and click on your booking. You’ll find a full overview of all the details related to your stay.

You can also view this information on the accommodation’s description and features page by clicking the property link in your booking details. This page provides a detailed breakdown of what’s included with your chosen accommodation.

If you are planning on arriving later than your check in time, please follow the instructions on your holiday documentation, to make arrangements for the collection of keys.

For some locations, late arrival information can be viewed in My Account. 

To have your holiday documents resent, please log in to My Account and select “Resend confirmation” to send them again.

Booking confirmations and documents can take up to one hour to arrive by email. If you haven’t received them after that time, please check your spam or junk folders, as the email may have been filtered there by mistake.

Booking confirmations and documents can take up to one hour to arrive by email. If you haven’t received them after that time, please check your spam or junk folders, as the email may have been filtered there by mistake.

If you still can’t find it, log in to My Account and select “Resend confirmation” to have your holiday documents sent again.

We hope you have an enjoyable stay. If you experience any issues, please speak with the property owner or park reception first to give them the opportunity to resolve the matter.

If you need additional support, our team is here to help—please contact us through "Chat with us" on this page.

Your accommodation will be cleaned before you arrive, and we ask that you leave it in a similar condition when you check out.

There’s usually no cleaning fee unless extra heavy cleaning is needed after your stay, or if the accommodation and its contents aren’t left as you found them.

If you’re arriving later than planned: First, check the key collection instructions in My Account — some locations include details for late arrivals.

If no additional information is provided and you expect to arrive later than planned, please contact the keyholder as soon as possible to let them know your new arrival time. They’ll do their best to accommodate you.

If your property has a key box and you already have the access code, there’s no need to contact the owner, you'll be able to do self check-in on arrival.

For any further help, please get in touch with us and we’ll be happy to assist.

During your stay, you may be liable for any damage caused by you or members of your party to the property or its contents. Please inform the property owner as soon as possible so the issue can be resolved before the next guests arrive.

Travel instructions will be sent to you by email 2 weeks prior to your arrival, this information is also available on My Account next to the property address.

We really value your feedback and would love to hear about your holiday experience. After you return home, you’ll receive an email invitation from us with a link to share your feedback about your holiday.

Your review is incredibly important; it helps future guests make informed decisions and supports property owners in securing future bookings.

We’re sorry to hear you experienced any problems during your stay. If you have any concerns or issues, please raise them as soon as possible while on-site so the owner or property manager has the opportunity to resolve them quickly.

If you still need assistance after speaking with the owner or manager, please contact us using the “Chat with us” option on this page.

If you realise that you have left something behind at the accommodation, we recommend reaching out to the park or owner as soon as possible. They will be able to assist you in retrieving your lost item.

If you require additional support, please don't hesitate to contact us. It's important to note that while we are here to help, we cannot be held liable for any lost possessions.

We take the integrity of our reviews seriously and follow strict practices to ensure they reflect real guest experiences. All of our guests are emailed after their holiday with an invitation to review their stay and to provide ratings out of 5 on certain topics, and which formulate an overall score out of 5 based on the averages. These reviews are handled by a third-party supplier (Feefo) and are then published on our website. All reviews published on our website are from verified guests who have booked and stayed with us; we do not allow property reviews from anyone who hasn't completed a stay. We never write or edit reviews ourselves, and we do not commission or incentivise others to leave reviews. We allow property homeowners the opportunity to respond to reviews. We publish both positive and negative reviews, and will only remove reviews (or owner responses) if they breach Feefo’s “Content moderation guidelines” (available on their website), for example if they are fake or fraudulent, or contain personal information or inappropriate language.

The stars shown on our property listings represent the property’s star rating and are allocated by us based on the facilities and finish of the property. Two stars indicates basic & functional. Three stars indicates practical & comfortable. Four stars indicates stylish & inviting. Five stars indicates curated & premium. This is separate to the Feefo rating, which is a number stated to be “out of 5” on the listing, and which is derived from guest reviews and scoring.

We are a Member of ABTA - membership numbers Y0662 (Accommodation only sales) and L4801 (Package holiday sales) which means you have the benefit of ABTA’s assistance and Code of Conduct. We provide financial protection for your money when you buy a package holiday. If you buy other travel arrangements such as accommodation only or boat only this protection doesn’t apply. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you ABTA’s scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute.

You can update your contact details on My Account.

Your insurance documents can be accessed via this link here.