Frequently Asked Questions

 

FAQs

We know you probably have a number of questions about your holiday at Hoburne and to help we have compiled a list of the most popular questions we get asked. If you have any questions that are not covered here then please feel free to contact us.

How can I book my holiday?

Website

1. Select Park & holiday dates

Once you have decided on when and where you would like to go, simply use the bookings bar to select your Park, Accommodation, Arrival Date, Adults, Children and Infants and press the magnifying glass and you will see what type of accommodation is available for your chosen dates.

2. Create an account

To book your holiday, we ask you to create an online account with us so that you can access your bookings from the My Account section and pay any remaining balances at a later date. Please provide us with all the information relating to the booking and who will be coming on holiday with you. We take extreme measures in keeping your personal information safe and secure within our encrypted databases, giving you peace of mind when booking online.

3. Choose your extras

There are a number of extras available should you require them, including cots, high-chairs and cancellation insurance.

4. Payment

Complete the payment instructions. We use WorldPay Secure for your peace of mind, and we don't charge you for using a credit card.

5. Confirmation

You will then receive confirmation of your booking via email.

Telephone

Simply call the dedicated Holiday Booking Team on 01425 282358 and they will be only too happy to talk through your requirements with you.

The booking team are available Monday to Friday from 8.30 am till 8pm and Saturday to Sunday from 9am to 5pm. You can also web chat with us if you have any further queries regarding the booking process. Web chat is available from 9am to 10pm Monday to Friday and Saturday to Sunday from 9am to 5pm.

Do you offer any finance options to pay for my holiday?

We offer holidays starting from a deposit price of a minimum of £75 or 10% of the total value of your holiday, including optional extras. You have the option to pay a deposit when booking online if your holiday arrival date is more than 42 days prior to the booking date. You then have the flexibility to pay off your holiday using the My Account section of the website at your leisure, but we do require final payment on your holiday 42 days before arrival or you risk losing your holiday and any deposits paid thus far.

You can also call our dedicated booking team on 01425 282358 and quote your booking number. They will then be able to process payments over the phone and deal with any queries you may have.

What are the benefits of taking out the Holiday Cancellation Cover?

Your booking is a legally binding contract and like all contracts you should protect yourself in case things go wrong. We offer an optional Holiday Cancellation Scheme, under which we will refund certain costs and/or waive our right to a cancellation charge if you have to cancel your holiday for any one of the Designated Reasons set out below. If you wish to participate in this Scheme you must do so at the time that you make your booking or within the following 7 days.

If you indicate when booking that you wish to participate in the scheme then the fee will be added to your initial deposit, otherwise it must be paid within 48 hours. The scheme fee will depend upon the cost of your holiday, as follows:-

Holiday Cost*

Holiday Cancellation Scheme Fee*

Up to £99

£5

£100 - £199

£10

£200 - £299

£15

£300 - £399

£20

£400 - £499

£25

£500 - £599

£30

£600 - £699

£35

£700 - £799

£40

£800 - £899

£45

£900+

£50

* per pitch or unit of accommodation

Designated Reasons

- The death, accidental bodily injury, illness or admission to hospital of you or any member of your party or of a close relative of any of you.
- If you or any member of your party is required for jury or witness service in a court of law or loses their job by reason of redundancy or suffers an unforeseen job posting in their present employment or is required to undertake military service.
- The theft of your touring caravan (touring bookings only).
- In all cases occurring after you have taken out cover under the scheme.

Benefits

- If you cancel more than 42 days before the scheduled commencement date of your holiday we will refund your deposit and any other monies you have paid us in respect of the holiday, except the Holiday Cancellation Scheme fee.
- If you cancel less than 42 days before the scheduled commencement date of your holiday we will refund all monies you have paid us in respect of the holiday, except the Holiday Cancellation Scheme fee and an administration charge of £50.00 inclusive of VAT. We will also waive your obligation to pay us the relevant cancellation charge (see Booking Conditions).

Claims

You must let us know immediately by telephone once you know that you will have to cancel your holiday, however your cancellation will only take effect once we receive written confirmation signed by the lead person who made the booking. Provided we receive this within 48 hours of your telephone call we will treat the date of the phone call as the date of cancellation.

All telephone calls and correspondence should be directed to the individual Park where you were to have taken your holiday.

As soon as possible after cancelling your booking, please send us documentary evidence to support your claim. If you are cancelling for medical reasons we will need to see medical certificate(s) or written confirmation from your doctor. If cancelling for another reason we will require sufficient evidence to substantiate your claim to our reasonable satisfaction. We will not make any refund until this evidence has been provided.

Insurance

The Holiday Cancellation Scheme is not a policy of insurance, nor does it replicate all of the features of a typical holiday insurance policy. If you require insurance cover then you should contact an insurance broker authorised by the Financial Services Authority.

Can we book more than one unit of accommodation at the same time?

Yes you can! It's best to do this by calling us on 01425 282358 and to run through your requirements with a member of the booking team. Whilst we can take larger bookings, we cannot necessarily guarantee that they will all be located in the same area of the park due to availability, but we will endeavour to meet your expectations and let you know if this will not be possible.

What is included in the price of my holiday?

For all holiday accommodation booked directly though Hoburne either online or by phone, the following is included in your holiday price:

- Heating and electricity
- Bed linen
- Cooking/eating utensils
- Use of most on-site facilities (some may require a small charge)
- Entertainment complex passes at our parks with entertainment complexes
- Access to the free on-site WiFi

What should I bring with me?

Unless specified in your booking confirmation, please bring along your own towels and tea towels. Don't forget your swimming costumes and separate beach towels too! We have a selection of items to hire if you do forget anything, and some of our parks have an on-site shop selling the essentials.

Do you cater for guests with accessibility needs?

Yes, we do! If you require wheelchair accessible accommodation we can accommodate you. Many of our parks offer a limited number of accommodation units that have been specially adapted for guests with mobility difficulties. Some parks are more suitable than others for those with mobility needs. If your party includes someone with special needs, please let us know prior to booking and we'll be pleased to offer further advice. You can contact us on 01425 282358.

Do you accept touring caravans or tents?

We offer touring facilities at Hoburne Devon Bay and Hoburne Blue Anchor, but we do not offer any pitches for tents at any of our holiday parks.

When will I receive my booking confirmation?

If you booked online, you should receive your booking confirmation email within 48 hours. If your confirmation doesn't arrive, we advise you to check your spam or junk folders initially before contacting us on 01425 282358 and we will send you your booking confirmation.

If you booked over the phone, you should receive your booking confirmation by post within 7-10 working days after you've made the booking.

Can I make changes to my booking?

If you want to make any minor changes to the details of your booking such as changing the name of a member of your party we will do our best to assist you, subject to availability. There are no charges for minor changes.

A change of dates, or any other changes that affect the price of your holiday will be treated as a major change. Major changes made at least 42 days prior to the start date of your holiday will incur an administration charge of £20.

Major changes made within 42 days of the start date of your holiday will be treated as a cancellation.

How do I pay the remaining balance of my holiday once booked?

You have two options to pay off any remaining balance of your holiday. Firstly, if you booked online in the first instance, you can use the 'My Account' area and pay off your balance when it is convenient to you. However, balances must be fully paid 42 days before the commencement of your holiday.

Secondly, you can call our bookings team on 01425 282358 and they will take any card payments over the phone.

Will I incur any charges if I cancel my booking?

We appreciate that sometimes things happen and you need to cancel your holiday. If you need to cancel your booking please let us know immediately by telephone and then send us a confirmatory letter.

Unfortunately, as we will incur additional administration costs when you cancel your booking and there is the possibility that we may be unable to re-let the accommodation or pitch, we do charge for cancelling your booking on the following scale:

Notice period for receipt of cancellations*

Cancellation charge*

42 days or more

loss of deposit

29 - 41 days

50% of holiday price

15 - 28 days

75% of holiday price

8 - 14 days

90% of holiday price

7 days or less

100% of holiday price

* per pitch or unit of accommodation

Our Holiday Cancellation Scheme cover is optional but is strongly recommended to mitigate unforeseen circumstances.

What time can I check in?

Our standard check-in time is 4pm on the date of arrival, however some accommodation types allow you to check in earlier:

Premier Range - 1pm
Contemporary Lodges - 1pm
Meadowside Lodges - 1pm
Becton Lodges - 1pm
Platinum Plus Caravans – 2.30pm
Platinum Caravans – 3pm 
Superior Caravans – 4pm
Standard Caravans - 4pm  

If you do arrive before the designated check-in time, you are free to use the on-site entertainment complex or leisure facilities at your park.

Do I need to bring anything when I check in?

Please bring along your booking confirmation as this will allow for a smoother check in process for you.

What's included in my accommodation?

For a detailed description of what is featured in your accommodation, please look at the Accommodation page and navigate to your chosen accommodation. There may be some differences based on the make and model of the unit but any images or descriptions we use are representative of the standard of accommodation you can expect.

Can I choose where we are situated on park?

Unfortunately we cannot guarantee an exact location when booking, but we will try to accommodate your request based on remaining availability on the holiday park.

Do you supply cots or high chairs?

Yes! We supply both of these for your convenience or if you've left them at home. You can request them at the time of booking on the phone or find them in the Extras section when booking online - there is a small charge to hire these. If you have left your cot or high chair at home, you may hire them from reception on arrival, too.

Do all the parks have swimming pools, etc?

Facilities vary by holiday park - for the most accurate information we advise you to view our individual holiday park pages on the website where all the features and facilities are listed for your perusal. All of our holiday parks other than Hoburne Doublebois in Cornwall offer swimming pools.

Do I have to pay for the on-park facilities or activities?

Whilst the majority of our facilities are included in the price of your accommodation, there are a few exceptions here, notably: cafes, restaurants, crazy golf, laundrettes, select family activities, etc. Everything that has an extra cost attached is explained on the park.

Do you provide equipment for hire such as bikes, etc?

Whilst we do not run any equipment hire directly, each holiday park has built up relationships with local suppliers to ensure that most if not all requests can be met. Call the holiday park of your choice directly for more information. Contact details for our seven holiday parks can be found on the contact us page.

What time do I need to check out?

We ask that you check out of your holiday accommodation no later than 10am on the day of departure to allow us to prepare the accommodation for the next arrival.

Can I book any extra nights during my stay?

Yes, if we have availability remaining our Reception team will be able to assist you in adding any additional nights to your stay. Whilst we will try and accommodate if we can, this is based on whether we have availability remaining for you to extend your holiday

Can I book my next Hoburne Holiday while I am on site?

Yes! Our Reception team will be glad to help you pick your next Hoburne Holiday and will be able to process your booking there and then for your convenience.

I can't login to My Account on the website

If you've forgotten your password for the My Account section, you can use the password reset function to send a new password to your registered email address. Please allow up to 48 hours for the email to come through and make sure to check your spam or junk folders.

Do you have any offers available?

Keep an eye on our offers page for the most up-to-date offers we may be running.

Do all the parks offer entertainment or children's clubs?

Hoburne Bashley, Hoburne Devon Bay, Hoburne Cotswold, Hoburne Naish and Hoburne Park all feature entertainment complexes which offer year-round entertainment and children's clubs. Your children can join in with Sammy's Surfers or Tommy's Tots, and there are loads of activities and entertainment happening during your holiday. Check the activities and entertainment pages for more information.

Do you offer holiday homes for sale?

Yes! We have a wide range of quality new and pre-owned holiday homes for sale. Our knowledgable Ownership team will be able to talk through your requirements and find the perfect holiday home for you. Pop into the sales office for a coffee and a chat whilst you're on site to find out more.

Do you have any cafes or restaurants on your parks?

Yes we do! At 5 of our 7 holiday parks, you can choose to eat at Cafe H or Brasserie 1912. We offer everything from breakfast, lunch and dinner, to cocktails, delicious desserts and coffee and cake. You can view the menus on the Food and Drink page. Food and drink are available at Hoburne Bashley, Hoburne Cotswold, Hoburne Devon Bay, Hoburne Park and Hoburne Naish.

What do I do if there are any problems during my stay?

We try to minimise any disruptions or issues during your stay, but should something arise we would kindly ask you to inform Reception and they will resolve the issue as soon as possible.

Who are Hoburne Holiday Parks?

We're a holiday park operator based in the south-west of England. We have seven holiday parks around the south-west of England and we've been creating memories to treasure since 1912, so you can be confident in choosing to holiday with us. You can find out more by visiting the Our Story page.

Is there WiFi on the park?

Yes! All of our parks offer free WiFi free of charge for our customers to use. When arriving at the park and connecting to the WiFi network you will be required to register to use the service. Please bear in mind that the WiFi is not designed to handle streaming sites like YouTube, Netflix or Amazon Video and service can vary at peak times.

Are towels included in my accommodation?

We provide towels in our Platinum Plus caravans and Luxury Lodges. If you're unsure if your accommodation includes towels please check the accommodation page on the website.

Are duvets and pillows included in my accommodation?

Yes! We provide all the duvets and pillows required in your holiday accommodation. We also know that sometimes accidents happen and you may require clean sheets or duvets. Pop in to Reception and let us know and this can be arranged for you.

Can I get a map of the park?

You can view our latest park maps by visiting the park page on the website, however you will receive a park map on arrival at check-in and the Reception team will explain where your accommodation is and how to get to it.

Can I find out what activities or events are happening during my stay?

Check out our activities and entertainment pages on the website to view this information prior to arrival. You can find What's On boards in reception at the park during your stay.

How do I report lost property?

To report lost property, please pop in to Reception and the team will be able to help you.

Where can I buy Hoburne or Sammy the Seahorse merchandise?

If you forgot to gran something during your holiday, you can purchase all of our merchandise through our Sammy Squad website! Click here to go to the Sammy Squad Website

Can I bring my dog/s on holiday with me?

Yes! You can bring your dog with you, however you must book designated pet-friendly accommodation. These units are specially designed for holidaymakers with pets, and makes it easy to clean if any unfortunate accidents occur! You can find dog-friendly accommodation at each of our 7 holiday parks.

On the website, these are indicated in the title of the accommodation and there will also be a paw-print on the accommodation image. You may also filter by dog-friendly units by using the button.

We separate out our regular and dog-friendly holiday accommodation to ensure that there is a choice for holidaymakers who love pets to bring their dog with them, and also to reduce any allergen issues by keeping the accommodation types separate.

For touring customers, there is a charge of £3 per dog per night which can be paid at the time of booking by adding the associated extra during the booking process.

You must make sure your dog/s are on leads at all times whilst on the park, and please make sure to pick up after them and use the supplied dog waste bins found around our holiday parks.

Dogs are currently not allowed to enter our entertainment complexes, with the exception of assistance or guide dogs.

Our parks adhere to the Dangerous Dogs Act 2014, so if you own a breed that is listed in this act you will not be able to bring them on to our holiday parks.

If you have any further questions regarding dogs at our parks, please call us on 01425 282358 or web chat with us.

Do you accept single sex parties?

Our Holiday Parks primarily cater for family holidays, bookings for single sex parties of three or more can only be accepted via prior arrangement with the General Manager.

We suggest that you call the park of your choice with the details of how many are in your party, their ages and details to see if there is availability for your holiday. You will need to inform us of any changes to the booking as soon as you are aware of any such changes as we reserve the right to refuse entry if the booking details do not match who arrives on park.

Can friends visit us whilst on holiday?

Whilst we understand that you would like to invite guests on to the holiday park if they live close by, to enable your guests to use the on-park facilities you will need to obtain authorisation from the holiday park's General Manager. No temporary day visitors will be allowed to use the entertainment complex or its facilities during any Bank Holiday weekend or during the period July to August inclusive.

We do ask that you inform us at all times who will be on park for security reasons and details of people who are sleeping in the accommodation must be provided before your arrival.

Do my children need adult supervision whilst using the children's clubs?

Yes, parents or guardians are required to accompany their child to any activity or children's club they wish to participate in.

What is Hoburne's smoking policy?

We do not allow smoking in our accommodation or inside our entertainment complexes. We provide designated smoking areas for you to use during your stay. This includes vaping users too.