- Where do I get the latest information about my stay?
- What will be available during my break?
- Will the Subtropical Swimming Paradise and Aqua Sana be open?
- How can I book activities?
- What time can I arrive on the village?
- Can I still use cash on the village?
- Are bookable Subtropical Swimming Paradise slots staying?
- Why are Subtropical Swimming Paradise booking slots staying?
- I think I might have symptoms of coronavirus
- Have you increased your cleaning procedures?
- Will ParcMarket and other shops be open?
- I’m still waiting for my activities, restaurants and/or Aqua Sana bookings to be refunded
- Can I contact you?
- My balance is due
- Can I purchase day passes for my friends and family?
- Ordering or paying for food online
- How do I cancel activities in my itinerary?
- What is Flex Your Stay
- Can I cancel my break if I have Flex Your Stay?
- Can I change my date, village or lodge type if I have Flex Your Stay?
- Can I add Flex Your Stay after I’ve booked my break?
- Why is the cost of Flex Your Stay different?
- I have more than one lodge booked, do I need to purchase Flex Your Stay for each lodge?
- Can I cancel Flex Your Stay and have a refund?
In all our villages, the Subtropical Swimming Paradise is open. Our Aqua Sana Spa is open for spa sessions, treatments and external spa guests.
A full list of available indoor and outdoor activities will be available to view and book online no later than 59 days before arrival date, we’ll email to let you know when you can start booking. We advise to book in advance of your break for best choice and availability, however, our booking desks will be open on village during your stay.
You may arrive on village any time after 10am on arrival day and your accommodation will be available from 4pm, or 3pm with the purchase of early arrival. As usual we would kindly ask you to leave your accommodation by 10am and departure anytime up to midnight.
All our villages are cashless and can no longer accept cash payments, including for the purchase of gift cards.
Yes. We still believe it is important to avoid overcrowding but also, longer-term, we have been closely monitoring guest feedback from those that have stayed with us recently and they consistently tell us that fewer numbers in the Subtropical Swimming Paradise gives a much-improved experience – and it is the pre-booked swim slots that help us to manage guest numbers better. The pool is less crowded with shorter queues for slides and the changing experience is more relaxed.
We know that the Subtropical Swimming Paradise is a really important part of the Center Parcs experience and lots of guests have shared their disappointment regarding limited pool slots. Pre-bookable pool slots help us manage capacity and keep everyone safe and this is the reason we’re keeping them.
In addition to the pre-bookable slots you can turn up and swim with no need to book, this is available between 6pm-9pm
Yes, all our lodges will be ventilated thoroughly once guests leave on departure day. We’re carrying out enhanced cleaning as standard, including additional cleaning of touchpoints such as handles, taps and TVs. Some small items are removed from accommodation to help reduce touch points and prevent the spread of the virus.
Every lodge will be checked by a supervisor before guests arrive to ensure we are always meeting the highest standards.
We’re also carrying out enhanced cleaning, in our central areas, paying particular attention to touchpoints and areas with high footfall, as well as toilets, changing rooms, buggy parks and bins.
You’ll be pleased to know that all our shops and restaurants are now open.
If you have cancelled using our website, it may take a few days for the refund to show in your account. If you have been unable to cancel on our website and are waiting to hear from us please send us an email using the link at the bottom of this page and we’ll get back to you as soon as we can.
Our Contact Centre opening times for calls, social, and webchat are:
Monday: 9:00am - 7:00pm
Tuesday : 9:00am - 7:00pm
Wednesday: 9:00am - 7:00pm
Thursday: 9:00am - 7:00pm
Friday: 9:00am- 7:00pm
Saturday: 9:00am - 7:00pm
The team is reduced and working from home, social media and live chat is the quickest way to speak to us.
To maintain social distancing we have had to limit the number of guests on village, therefore we are not currently accepting day visitors.
You can cancel your activities, restaurant reservations, spa session or treatments and any extras on your Center Parcs account. View our activity cancellation guide for further details on how to do this.
Yes, Flex Your Stay allows you to cancel your break for any reason and receive a full refund up to 28 days before your arrival date. From 27 days up to 2 days before your stay you can still cancel your break and receive a reduced refund.
View T&Cs here and how Flex Your stay compares to our standard terms and conditions.
Yes, Flex Your Stay allows you to change your booking for any reason up to 7 days prior to you stay. Any changes to the date or village and accommodation type will be charged at the price valid at the time of amendment and may incur additional cost. If the price is lower, we will refund this amount.
Flex can only be purchased at the time of booking or within 14 days of booking your break.
The cost of Flex Your Stay will differ depending on the village, arrival date and accommodation type booked. The price will be confirmed at time of booking.
Yes, for multiple lodge bookings, a separate Flex fee will be charged for each lodge.
No, Flex Your Stay is non-refundable.
Personal injury claims
For accidents occurring between 01/07/2017 and 30/06/2021, our insurers are Aviva Insurance Limited, portal ID number C00074. Our policy number is 100621108CLP.
For accidents occurring on or after 01/07/2021, our insurers are Zurich Insurance PLC, portal ID number C00108. Our policy numbers are EL- GD070053 and PL- 7129776.