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      Frequently asked questions

      How can we help? A selection of our most frequently asked questions and their answers are below, if you're still struggling to find out what you need to know please get in touch.

      Where do I get information about my stay?
      What’s available during my break?

      For the latest information, please see what to expect on your break.

      How often can I use the Subtropical Swimming Paradise?

      You can visit the pool 7 days a week, at any time between 10am-9pm and stay for as long as you like. 

      From time to time, we may have to restrict entry for your safety if we reach capacity during busier times.

      Can we visit the Subtropical Swimming Paradise at different times and days to the rest of our group?

      Yes, you can visit separately if you prefer.

      When are the busy times in the Subtropical Swimming Paradise?

      The number of guests visiting the pool will be closely monitored and naturally some times of the day/evening will be busier than others, Saturday and Tuesday mornings are typically busy times. 

      How can I book activities?

      A full list of available indoor and outdoor activities will be available to view and book online no later than 87 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.

      How do I cancel activities in my itinerary?

      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.

      My balance is due

      The final balance payment is due 10 weeks before your arrival date. 

      What time can I arrive on the village?

      You may arrive on village any time after 10am on arrival day and your accommodation will be available from 4pm, or 2pm 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.

      Can I still use cash on the village?

      All our villages are cashless and can no longer accept cash payments, including for the purchase of gift cards.

      I think I might have symptoms of coronavirus

      We need to protect our staff and guests and so we’re asking anyone with symptoms of coronavirus not to visit us. Please contact Guest Services for help and advice.

      Can I purchase day passes for my friends and family?

      Family and friends are welcome to join you on your break for the day – all you need to do is pre-book our special Visitor Passes.

      Can I cancel my break if I have Flex Your Stay?

      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 Flex Your Stay terms and conditions to find out how Flex Your stay compares to our standard terms and conditions. 

      Can I change my date, village or lodge type if I have Flex Your Stay?

      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 Flex Your Stay terms and conditions to find out how Flex Your stay compares to our standard terms and conditions. 

      Can I add Flex Your Stay after I’ve booked my break?

      Flex can only be purchased at the time of booking or within 14 days of booking your break.

      I have more than one lodge booked, do I need to purchase Flex Your Stay for each lodge?

      Yes, for multiple lodge bookings, a separate Flex fee will be charged for each lodge.

      Can I cancel Flex Your Stay and have a refund?

      No, Flex Your stay is non-refundable.

      We are here to help

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