Pre-arrival information for Stay+Play bookings

We're really looking forward to welcoming you on your Haven Stay+Play holiday. We want you to have a truly great time on your well-deserved break, so below you will find all the information you need to make your seaside escape brilliant.

Please make sure you take some time to read through the arrival process below, and the extra safe and secure measures we are taking to ensure you have a great time.

Please note: Information on this page is exclusively for Stay+Play bookings. Please view the relevant information for Stay bookings and Touring and Camping bookings.

Check in

Please look out for emails from us which will include details of the check-in process you need to follow before you arrive. It's really important we have the best email and mobile number for you to make sure we can keep you updated about your arrival. You can always update your details by visiting My Account.

To get everything ready for your arrival, the My Haven app will ask you to confirm how you are getting to the park and to add your car registration if you are driving. This speeds up the arrival process and helps you to start your break sooner. Your arrival slot will be available on the My Haven app 7 days before your arrival date and your exact location on park will be available one day before.

Please note: Please do not arrive before your allocated check-in time, as you may be asked to leave the park and return during your allocated time slot in order to help keep other guests safe and secure.

Download the latest version of the My Haven app via Google Play or App Store, or visit arrivals.haven.com to start the arrival process.

Arrivals checklist

  • Before you start your journey, view and save your personalised map to navigate to your location on park on the My Haven app

  • Only arrive within your designated arrival time

  • Please do not arrive early, as we will not be able to check you in

  • Let us know if you're going to be late

  • Please stay in your vehicle when you get to the park entrance

  • Show the Haven team member your arrival pass on your phone (or a screenshot) through the window

  • When you get to your holiday home, it will be sealed and your keys will be located inside

  • Get settled in, take a good look around and rate the cleanliness of your holiday home on the My Haven app

  • Have a fab holiday!

Our Caravan Cleanliness Guarantee

Should you enter your caravan and find it not cleaned to the high levels that we expect then please make contact with a member of our park team.

View details of our Caravan Cleanliness Guarantee.

Please note: if the seal on your caravan is broken when you arrive, please do not enter and contact a member of the park team immediately who will be able to assist you.

Check out

On the day of departure we ask that all our guests leave their holiday homes by 10am and drop their keys to their accommodation into the buckets provided on the way out. We want guests to be able to make the most of their time away with us and you are welcome to use the park facilities on your departure day for any bookings such as activities, swimming, restaurants. However, the last activity or table booking you should make is for 4pm.

Planning your break

We know some people like to plan ahead and others see where the holiday takes them, we have both options covered.

Booking on park

When you arrive on holiday you can book as many swimming sessions, entertainment and restaurant tables as you would like, subject to availability. Please visit the relevant booking points on park and the team will be able to make bookings for you.

Pre-booking

If planning ahead is important to you, then you will also have the option to pre-book selected activities and facilities before you arrive. This will be limited to give everyone the opportunity to pre-plan and to ensure that all guests have the chance to book something before they arrive, whilst still leaving enough availability for those guests who prefer to book whilst on holiday. 

Following the lifting of social distancing restrictions in England from 19 July, we have significantly more availability on our English parks for our pools, entertainment venues and restaurants. Unfortunately, due to current Government guidelines, our capacity is less on our Scottish and Welsh parks, but we will review as restrictions are lifted.

Booking activities

Booking on park

You can book activities at the Activity Booking Point on the park once you have arrived, subject to availability.

Pre-booking activities

If securing your space in advance is important to you, then you can pre-book activities as soon as your break is booked.

Visit haven.com/experience and enter your Haven booking reference to book and purchase activities, subject to availability.

View our FAQs for full details on booking activities.

Please note: To book activities on your arrival day, please wait till you receive your arrival time 7 days before arrival. Please don't book before your arrival time as you may be refused access and no refund will be available. Activities can be booked up until 4pm on the day you need to depart the park.

Booking swimming

Booking swim sessions on park

Simply visit the Activity Booking Point on park when you arrive. You'll be free to book as many swim slots for you and your family as you would like, subject to availability.

Pre-booking swim sessions

If being able to pre-plan your activities is important to you, we offer everyone the opportunity to pre-book some sessions in advance. These are limited to 8 swim sessions per holiday home.

Visit haven.com/experience and enter your Haven booking reference to reserve a swimming session, subject to availability.

View our FAQs for full details on swimming.

Please note: Please come to the pool 'pool ready' to make the most of your time in the pool.

Booking a table - entertainment venues

Booking a table on park

When you're on holiday, you'll be able to book as many entertainment slots as you like, subject to availability and you can do this by visiting the Booking Station on park.

Pre-booking a table

If securing your space in advance is important to you, then you'll have the opportunity to pre-book daytime sessions plus one evening entertainment session in advance of your holiday. This can be done from 14 days before you need the table at haven.com/experience or via the My Haven app*.

If you're getting away within the next 2 weeks, click on the relevant entertainment guide to see the daytime and evening entertainment schedule at your park.

View our FAQ for full details on booking a table in our entertainment venues.

Please note: We are now able to seat up to eight guests to a table on our booking system. If you are a larger party, please book a table of eight to start with and then contact the park directly to add more people.

*Download the latest version of the My Haven app via Google Play or App Store to book a table.

Booking a table - restaurants

Booking a table on park

Book as many tables as you like during your stay, subject to availability. Simply visit the Booking Station on park and the team will be there to get you booked in, subject to availability. There is no booking required for outdoor dining – although it does often require some nice weather! 

Pre-booking a table

You can pre-book a restaurant table on a rolling 14-day basis, which means you will be able to book a table two weeks in advance of the day you want to dine. Visit haven.com/experience or the My Haven app*.

For full details, view our FAQs on booking tables in our restaurants.

Please note: We are now able to seat up to eight guests to a table on our booking system. If you are a larger party, please book a table of eight to start with and then contact the park directly to add more people.

*Download the latest version of the My Haven app via Google Play or App Store..

Supermarkets

There's no need to shop before you come. We have handy on-site supermarkets for those all-important everyday essentials, dine-in meal deals and fresh produce.

Please note: Due to national on-going supply issues, we are experiencing a high number of shortages on key lines across our supermarkets. We apologise for any inconvenience this may cause.

Ordering a takeaway

Booking on park

Book your takeaway for collection, or delivery (selected parks) on the My Haven app.

Pre-booking

Order your takeaways from 7 days before the holiday starts, once you have your accommodation details at haven.com/experience or via the My Haven app*.

View our FAQ for full details on ordering a takeaway.

*Download the latest version of the My Haven app via Google Play or App Store to order a takeaway.

Need to cancel

Demand is high, so please only book what you need to, to give everyone a fair chance. If you no longer wish to attend a booking that you've previously made, please see below for further information on how to cancel.

Cancelling activity bookings and swim sessions

If you booked your activity or swim session on haven.com/experience, you will also be able to cancel this online, as long as it's up to 48 hours before the activity is due to start. If it's less than 48 hours before, please talk to the team at the Activity Booking Point on park and they'll do their best to help you.

Cancelling table bookings in our restaurants and entertainment venues

If you've booked via the My Haven app, please cancel in the app or the link in your table booking confirmation email. If you've booked at haven.com/experience, you can also use the site to cancel any table bookings you've made online. Alternatively, speak to the team at the Booking Station on park who'll be able to cancel your table.

What to bring

The lead-up to your holiday is always exciting and we don't want you to forget anything, so here's a little checklist:

  • Washing-up bits; cloth/sponge, washing-up liquid and hand wash

  • Tea towels, oven gloves, kitchen roll, kitchen foil to wrap and store food

  • Plastic plates, cups and cutlery if you have young children

  • Towels (towels will be supplied in Platinum models)

  • Toilet rolls, toiletries and a bath mat

  • Hairdryer (a hairdryer will be supplied in Prestige and Platinum models)

  • Tea bags/coffee, squash, salt, pepper, tomato sauce, oil - these are all available in our on-site Mini Market as well as part of the Grocery starter pack available to purchase in My Account

  • DVDs (a DVD player is included in your accommodation if you’ve booked a Prestige or

  • Platinum caravan, Luxury Lodge, Comfort Plus or Premier chalet, or Comfort with veranda apartment)

  • Your personal holiday belongings

  • We also have a range of hire goods available if it's not possible to squeeze everything in your car - call us to hear the full list

  • For anything you do forget, we have shops and services on park for all your needs

Haven Promise

Our Haven Promise means you're covered if:

  1. We can't offer the full experience you booked including activities, entertainment and facilities

  2. The park has to close

  3. The UK Government restricts travel

  4. You can't travel, or don't feel safe travelling
    If you're affected by the above and want to cancel, simply complete the form between 28 days and 3 days prior to arrival.

    View our FAQs for full details of our Haven Promise or our No Quibble Refund.

Test and Trace

Visiting our parks in England

From 19 July it will no longer be a Government requirement for guests over the age of 16 visiting our parks to check-in using the NHS Test and Trace app.

We know that some guests will still wish to do so and as a result QR codes will still be in place when you visit our indoor venues. You are not obliged to use them and are there should you wish to record venues you have visited.

Visiting our parks in Wales

From 7 August it will no longer be a Government requirement to record the contact details for guests over the age of 16 when visiting our parks.

We know that some guests will still wish to do so and as a result QR codes will still be in place when you visit our indoor venues. You are not obliged to use them and are there should you wish to record venues you have visited.

Visiting our parks in Scotland

We are legally required to record all guests over the age of 16 visiting our parks and venues in Scotland. 

You'll be able to scan the venue QR code in one of two ways:

  1. Download the Check In Scotland app onto your phone.

  2. If you are unable to download the app, simply scan the QR code with your mobile phone camera or, if you have one, a QR code scanning app. Once scanned, the QR code will link you to an online form where you can enter your contact details and 'check in'.

You can download the Check In Scotland app from the App Store and Google Play Store.

Read our Covid Privacy Policy.

Please note: if you are unable to download any of the apps mentioned above, or unable to scan the QR code on arrival, we will manually record your details and will securely store this data in line with GDPR for 21 days at our parks in Wales and Scotland.