FAQs for Haven

For all the common questions about a Haven holiday, check out our frequently asked questions below. Or try our Holiday FAQs more general questions about your Haven holiday (such as what’s included, and what to bring). Still can’t find what you need? Then ask us directly by contacting us.

Fun passes

Fun passes are also known as your ‘entertainment pass’ and allow access to our FunWorks entertainment complex. With these you can use the pools, together with the use of the leisure and entertainment facilities, which includes bars, restaurants, ShowBars and some sports and water activities. Some activities are subject to an extra charge. Fun passes are included in the total cost of your holiday when booked directly on our website or through a travel agent. You will be given a pass for each guest listed on your booking.

If you have booked your holiday privately with an owner, you will need to purchase our Fun passes to access all the facilities. You can do this by calling the park you are going to direct.

Activity Bundles

If you enjoy doing lots of activities and planning your holiday before you arrive, then our Activity Bundle is just the thing for you.

When you buy an Activity Bundle, you get a bundle of either 10 or 20 passes that you can redeem online before you get here against a whole range of activities. Remember, should you need them; you can always book and pay for any extra activities when you're on the park.

If you have already booked a holiday and wish to buy an Activity Bundle, please click 'My Account'. Once you have logged into your account click on 'view current holiday bookings', select your booking and click on 'add optional extras'. If we still have Activity Bundles available, you can select either a 10 or 20 bundle depending on your preference. Activity Bundles must be purchased at least 48 hours before your holiday arrival date. And with our online booking system open up until midnight the day before you arrive, you can book your activities last minute, subject to availability.

After you have made your booking and purchased your Activity Bundle, simply visit www.myhavenholiday.com where you can see all of the activities and times available to book. Some activities may require more than one pass. Activities do vary by park.

Don't worry if you don't buy your Activity Bundle before you get on holiday - you can still buy your activities on park at our normal price, subject to availability.

Activity Bundle 1 (10 passes) £50 (not available on park)
Activity Bundle 2 (20 passes) £100 (not available on park)

If I don't use all the passes in my bundle can they be used for my next break?

Yes, but they are only valid for the 2018 season, you will need your booking confirmation of when the Activity Bundle was purchased to reuse your bundle. Please note: Activity Bundles are non-refundable.

Day passes

Day passes are available at some of our parks and allow entrance in to the park to use the facilities. The price for each park varies and only a limited number of passes are available on the days that day passes are available. Please contact the park you would like to visit to find out about cost and availability.

What to bring

Bring washing up items, towels, toilet rolls (1 provided), toiletries, your personal holiday belongings. Anything you forget to bring, we have a Mini Market on park for all your needs.


  • Hair dryer
  • Tea towels
  • Linen (if not included)
  • Extra pillows if required
  • Cot linen (if cot is hired)
  • Extra blanket in cold season
  • Your booking confirmation

If you have special needs

Everyone has different needs, but a trip to the seaside should be easy and enjoyable for everybody. That's why Haven have a range of specially adapted and accessible caravans, these are suitable for everyone from wheelchair users to guests with guide dogs.

Our venues include disabled access to the facilities and where it remains difficult we will endeavour to undertake all that is reasonable to increase accessibility in a safe and secure environment.

The Special Needs team will be happy to assist you in your choice of holiday park and adapted caravan. To ensure your accommodation and that any specific requirements are met, please contact one of our Special Needs Advisors in our Call Centre on: 0333 202 5256 (Calls to 0333 numbers are charged at standard UK rates and will be included in any inclusive minute bundles).

Can I bring a dog?

We have designated pet-friendly Standard, Deluxe and Prestige accommodation if you'd like to bring your pet with you. We're sorry, we can't accommodate pets at Riviere Sands, Lydstep Beach and Burnham-on-Sea.

Up to two pets are welcome in designated accommodation. A charge of up to £60 per week, or part thereof, will be included within the overall cost of your booking when you select our pet-friendly accommodation.

Is there Wifi on your parks?

Wifi locations vary from park to park, to find out what parks have Wifi and where please contact the park directly.

What is included in a Haven Holiday?

All of our prices include accommodation, gas, electricity and Fun Passes for every person named on the booking. These give you access to the entertainment complex, swimming pools and most sports and leisure activities. Your accommodation will have bed linen included and made up on arrival, TV (in the lounge), microwave and under counter fridge (based on a standard accommodation).

Prices quoted on our website are per accommodation for all people named on the booking. If there is space in your accommodation you can add extra people to your booking for no extra charge up until 24 hours before arrival. Most of our entertainment and activities are included in your holiday price, however some are subject to a moderate extra charge.

Please note: If you have booked a promotional offer, some of these elements may not be included without an extra charge. Please check your holiday confirmation for details.

Can I book for a large group at Haven?

Haven is perfect for celebrating with big family breaks or large groups and events. If you book 5 or more holiday homes you will qualify for our dedicated group and event service where you often get more savings!

If you let us know some information by filling in the Group Holiday Enquiries form on your planned event, one of our specialist team will contact you and help you with your booking.

What is your cancellation policy?

We understand that sometimes you may need to make alternative arrangements. Below is our policy regarding cancellations, if you have taken out our Holiday Home Protection.

Number of days before the start of your holidayOur refund
56 days or moreTotal holiday cost minus your insurance premium(s) and deposit.
Minimum loss of £50 per holiday home, £25 loss per pitch.
55-43 days70% of your total holiday cost minus your insurance premium(s)
42-29 days50% of your total holiday cost minus your insurance premium(s)
29-8 days10% of your total holiday cost minus your insurance premium(s)
7 days or lessNo refund

In all cases the minimum cancellation charge is £50 per holiday home cancelled, but varies dependent on the deposit amount paid at time of booking. Where repaid, payments made by credit/debit card will be repaid to the same card. Please be aware that in some cases, we may need to ask you for some paperwork to process your cancellation.

Should you wish to cancel your holiday please call our Contact Centre on 0330 100 66 33, and they will be happy to assist you with this process. Alternatively, you can contact by using our Ask a Question or Live Chat feature on the right of this screen. Please remember to include your reference number and the reason for your cancellation.

Please be aware that if you did not take out our Holiday Home Protection or cover of your own, a cancellation will result in a loss of all monies paid.

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