Booking Process FAQs

Pitches

We do not allocate pitches. All pitches are selected upon your arrival based on what is available. We cannot guarantee pitches next to each other. If you wish to save a pitch for friends/family that are arriving on the same day and pitch type, you are welcome to park a car or put something on the pitch until they arrive. However, as pitches are selected upon arrival, this cannot be guaranteed.

If you worried about losing your pitch while you’re out for the day, reserved signs can be hired from the Park Reception for a £20 refundable deposit.

Should you require a pitch close to a toilet block due to a medical condition or disability, please let us know at the time of booking, or as soon as possible after that. Our Team will do their best to reserve you an appropriate pitch. If this is not possible, we will offer you the option of a full refund before your holiday starts.

Accommodation

Specific accommodation can be reserved. When booking online, select the add-on “Select your exact accommodation.”

Instead of our standard allocation, you’ll be able to choose your specific unit or location (subject to availability at time of booking). Perfect if you want to be next to friends and family, want a particular view or layout, require easy access to facilities, or simply love returning year after year to one particular holiday home.

Once selected and paid, your chosen accommodation is reserved exclusively for you. There is an additional £25 charge per booking for this.

All balances are due 6 weeks (42 days) before the arrival date. A reminder email will be sent before the remaining balance is due.

Please note we do not chase payments by phone. Any payments including the balance can be paid on your Guest Portal.

For bookings made less than 42 days (6 weeks) before arrival, the full amount is required at the time of booking. If you fail to pay the balance and we cancel your booking, you remain liable for the outstanding amount.

Yes we do welcome rallies at Highlands End, Graston Copse and Sandyholme Holiday Parks, outside of peak season. Visit our webpage to find out more, or email bookings@wdlh.co.uk to enquire. A rally is considered to be 15 or more pitches.

Group bookings are bookings for more than one accommodation unit or pitch. Group bookings made by a lead person, can be made over the phone only – 01308 426947 (daily – 10am to 4pm). It is essential that for each booking we have the individual names of the people staying, contact details and vehicle registrations. Alternatively, bookings can be made individually by each party online.

For touring and camping bookings, we cannot guarantee that you will be next to each other as pitches are selected on arrival.

Pitches

Prices are based on 2 people. Extra adults or children can be added for a small nightly charge and no amendment fee applies for doing this. Amendments can be made up to 7 days before your arrival. Amendments can only be made by the lead name on the booking and by calling 01308 426947 (daily – 10am to 4pm).

Accommodation

You may add more people to your booking, as long as the maximum capacity of the accommodation is not exceeded. Please contact the Bookings Team on 01308 426947 (daily – 10am to 4pm), to let them know the names of the extra guests.

Options for gifts such as Prosecco and Marshmallow Toasting Packs can be added a the time of booking or in the lead up to your arrival and vary depending on the Park and whether you’re staying in accommodation or on a touring/camping pitch.

Pitches

Touring and camping holidays can commence on any day.

Accommodation

For self-catering accommodation, our arrival days are Fridays, Saturdays, Mondays and Wednesdays, with a minimum of 2 nights in low & mid season and a minimum of 3 nights in peak season.

Yes, we offer holidays of a minimum of 2 nights in low & mid season and a minimum of 3 nights in peak season. Check our special offers page for last-minute bookings, potentially with shorter durations.

For all bookings, a 10% deposit is required at the time of booking. This is 10% of the total amount payable, including any extras or upgrades added to the booking. If this is not adhered to, we reserve the right to cancel your booking. If it is less than 42 days (6 weeks) until your arrival date, the full amount is required upfront at the time of booking.

Our season dates vary each year. Go to make a booking to check availability or visit our Opening Dates page to find the most up-to-date information.

1 car is included in the price of a touring or camping booking. Extra cars are chargeable and can’t be parked next to your pitch. In lodges, apartments, bungalows and caravans, parking for up to 2 cars is included. With most accommodations, parking is available next to it but for some, you may be required to use the nearest car park. At the time of booking, you can view the parking arrangements for your accommodation.

Pitches

Check in for touring and camping bookings is from 1pm, with departure by 11am.

Accommodation

Check in for self-catering and glamping bookings is from 4pm, with departure by 9:30am.

Please note there are no waiting areas, so please do not arrive before the scheduled arrival times.

Standard Cancellation Terms

• More than 42 days before arrival – 90% of holiday cost is refunded. A £25 admin fee applies.
• 42 days or fewer – 0% of holiday cost is refunded. A £25 admin fee applies. Any unpaid balance remains payable.

If full payment has not been made at the time of cancellation, you remain liable for the balance & admin fee, minus any refund due. Refunds will be processed within 7 working days to the original payment method. If you decide to cut short your holiday for any reason including weather, there is no partial refund or credit note.

Extra Flexibility Cover

You may opt into Extra Flexibility Cover at the time of booking only. This provides enhanced cancellation rights.

Third Party Bookings

For cancellations of bookings made with Online Travel Agents (OTAs) / Third Parties, please contact us direct, by calling 01308 426947 (daily – 10am to 4pm).

If we exercise our rights in clauses 9, 11 or 12 of our Terms & Conditions, to end your booking early, then you will not be entitled to a refund.

We strongly recommend that you take out Travel Insurance to cover your holiday for things like adverse weather disruptions, property damage, personal injury and cancellations

Pitches

Late check outs of 1pm are available at our discretion and for a £15 fee. Please visit your Park Reception on-park during your stay to enquire. This is subject to availability and available during low & mid season only.

Accommodation

Please note we do not allow early check ins or late departures in any accommodation. The check in times are rigid to allow cleaning of the accommodation and maintenance of the pitches between guests. The check in time is 4pm and the check out time is 9:30am.

Lodges and apartments at Highlands End and the lodges at Golden Cap are open all year round. For touring & motorhomes, the gravel and hard-base pitches at Highlands End are open all year round, including over Christmas and New Year. There may be restrictions on the days you can arrive or depart, depending on the days of the week Christmas falls.

Find out more on our Winter Breaks website page.

Amendments

You may make amendments to your booking, including date changes, 7 days or more before your arrival. This will incur a non-refundable admin fee of £25 per amendment, payable at the time. Amendments are subject to availability and any price difference and can only be made by the lead name on the booking.

Extensions

Extensions to the length of your stay do not incur a £25 admin fee and can be made any time up to and during your stay, subject to availability. Extensions, date changes and cancellations can only be done over the phone, by calling 01308 426947 (daily – 10am to 4pm). Extensions can also be done at your Park Reception. Extensions can only be made by the lead name on the booking.

Additional Payments

An increase in the cost of the booking will be payable at the time of making the amendment if it is made within 42 days (6 weeks) of the arrival date. Any reduction in cost due to an amendment, after deducting the £25 admin fee, will be issued as a credit note valid for 12 months.

We use dynamic pricing and accordingly, the price on a booking search result may change if you come back to it at a later time. The price of your accommodation will be set out at the time we confirm your booking, and this will not change unless you make any amendments to your holiday or tax rates change.

Prices are inclusive of VAT at the current rate, and we reserve the right to change the pricing to reflect any change in the rate of VAT or if any new taxes, levies or duties are imposed on your holiday.

Please claim any special offers or discounts at the time of booking. They cannot be applied retrospectively and do not work in conjunction with one another. All discounts and special offers are subject to availability, their own terms & conditions and can be withdrawn at any time.

We do our very best to ensure that all prices are correct at the time of publication. If however, we publish an error, we will contact you as soon as possible to correct this by refunding any overpayment within 7 working days to the original payment method. For underpayments, we will contact you to arrange payment within 48 hours or offer a full refund if you choose to cancel.

Special offers are posted on our Facebook Page and on our website.

Yes, you can book another holiday at any time while on park. The easiest way to book is online on our website, or you can visit us in the Park Reception if you need assistance with your booking.

Yes, you can extend your holiday at any time before or during your stay, subject to availability. If you would like to extend before you arrive, call 01308 426947 (10am to 4pm) and if you are already on park, visit the Park Reception where they will be happy to help.

All extensions are subject to availability and payment of the additional cost.

You can make payments towards your holiday as often as you like, as long as the full balance is paid by the balance due date, which is 42 days (6 weeks) before arrival.

Visit the Guest Portal to make online payments.

Yes a booking confirmation will be sent by email shortly after booking. Please check your junk inbox if you do not receive it. If you still have not received it after 24 hours, call 01308 426947 (daily – 10am to 4pm).

Always check your booking confirmation. We are unable to accept responsibility for any misunderstandings or errors arising. Your confirmation is our understanding of your booking.

Gift vouchers are a great present for a special occasion, or a good way to save up for your holiday over time. The Vouchers can be redeemed against a holiday of the recipient’s choice at one of our Holiday Parks. Vouchers are available for any amount from £10 to £1,000+!

To purchase your Gift Vouchers, call the Bookings Team on 01308 426947 (daily 10am to 4pm).

Bookings can be made online 24 hours a day via debit card, credit card, Apple Pay or Google Pay. Balance payments can be made at any time online, or by calling us on 01308 426947 (daily – 10am to 4pm).

Our Lodges and Apartments at Highlands End Holiday Park and the Lodges at Golden Cap Holiday Park all have baths.

No, we do not have any accommodation on our parks with hot tubs.

Yes, we have additional cover called “Extra Flexibility Option.”

• This provides enhanced cancellation rights for any reason, including change of mind or personal preference.
• The option costs 5% of the total holiday cost, with a minimum due of £10.
• This cost is non-refundable under any circumstances and is payable at the time of booking.

If you are booking to arrive within 7 days time, please note there are no relevant benefits, so this option should not be selected. This option is only available when booking direct with West Dorset Leisure Holidays and not for bookings made with Online Travel Agents (OTAs) / Third Parties.

With this option, refunds exclude the cost of the Extra Flexibility Option. Amendments and date change charges still apply.

More than 14 days before arrival – 100% refund

14 to 7 days before arrival – 50% refund

7 days or fewer – 0% refund

Refunds within the Extra Flexibility Option cannot be used to rebook the same or a substantially similar holiday at a lower price due to any subsequent promotional offer, discount, or special rate. For example, if we introduce a sale, you cannot cancel your current booking and apply the refund to repurchase at the discounted rate; you must pay the full original price or book a holiday which is not substantially similar. This ensures our promotional offers are applied fairly to all guests. Any attempt to do so, may result in the refund being withheld, or the new booking cancelled. A substantially similar holiday is one which has at least two of the following three features:

• The same dates or dates starting and ending not more than one week earlier and/or later
• The same accommodation type
• The same party size

Pitches

The departure time for touring and camping bookings is 11am.

Accommodation

The departure time for self-catering bookings is 9:30am.