Complaints Procedure

1. Holiday-maker complaints

At Prestige Country Parks, we strive to provide the highest level of customer service and satisfaction; however, we understand things do sometimes go wrong. In the unlikely event that you need to complain, here is what to do.

Contact the park team immediately

If you have a complaint during your stay, please contact our dedicated on-park team. You can visit the main office to speak to them directly, or contact them by telephone or email.

Your complaint will be acknowledged and you will receive further correspondence within 24 hours of receipt. Complaints are assigned to a member of our Customer Care Team, who will look after you throughout the process.

Claims may be reduced or rejected if we have not been given the opportunity to put matters right or investigate your concerns during your stay.

Escalation

If your holiday is over and you feel that your complaint has not been adequately resolved, or you are not satisfied with the outcome, contact our central team within 14 days of your departure date.

Your complaint will be reviewed by a senior member of our management team. They will conduct a comprehensive review and provide a final response and resolution, where required, within 14 days.

Guests who booked through one of our booking partners, such as Hoseasons or Booking.com, can alternatively escalate a complaint to that partner within 14 days of returning from their stay.

We value your feedback and see it as an opportunity to improve our services. Thank you for choosing Prestige Country Parks and for giving us the opportunity to put matters right.

2. Owner complaints

At Prestige Country Parks, we strive to provide the highest level of service and satisfaction to our caravan and lodge owners; however, we understand things do sometimes go wrong. In the unlikely event that you need to complain, here is what to do.

Contact the park team

If you experience an issue during your ownership with Prestige Country Parks, contact your dedicated on-park team. You can visit the main office or contact the team by telephone, email or through the app.

Your complaint will be acknowledged and you will receive further correspondence within 48 hours of receipt. Complaints are handled by the Park Manager, who will keep you regularly updated. Where necessary, a complaint may be escalated to the Group Operations Manager and you will be informed of that change.

Our aim is to conclude complaints made at park level within 14 working days.

If you feel your complaint has not been adequately resolved, or you are not satisfied with the outcome, email reservations@prestigeholidaylodges.com. Include your name, pitch number, park and any relevant documents or evidence.

A senior member of our management team will conduct a comprehensive review and provide a final response and resolution, where required, within 21 days.