Frequently Asked Questions

Coronavirus (COVID-19) guidelines


  • Cleaning regimes

    Following the easing of restrictions, our cleaning regimes remain at a really high standard and we encourage everyone to use the hand sanitiser provided before and after use of any communal facility. For more information, please see our COVID Secure Commitment.

  • COVID Secure Commitment - what is this?

    This is the protocol that we have put in place to give you the added peace of mind that we have made the necessary changes to our procedures to reflect the guidance from the UK Government and our industry on social distancing and safety requirements. You will see the COVID SECURE COMMITMENT stamp across our campsites as a recognition of this.


    Find out more about our COVID Secure Commitment

  • Do I need to wear a face covering on campsites?

    We ask that all guests at all of our campsites wear face coverings (unless you are exempt) if entering Reception or shops and also when using toilet blocks, disabled facilities, laundry, food prep and dishwashing facilities.

    Camping and glamping campsites in England, Scotland and Wales: Face coverings are no longer mandatory, however we strongly encourage you to continue wearing them in our office/ reception/ shop and all other indoor spaces on our campsites including shared facilities such as toilet blocks, washing up areas and information points to help protect fellow members and staff.

  • What tent campsites will remain closed for now?

    Please visit our campsites reopening page for the latest information on our campsites.

  • What about communal areas, such as toilet/shower blocks, dishwashing, food preparation and laundry facilities?

    We ask that all guests at all of our UK campsites wear face coverings (unless you are exempt) if entering reception or shops and also when using toilet blocks, disabled facilities, laundry, food prep and dishwashing facilities.

    Campsites in England, Scotland and Wales: Face coverings are no longer mandatory, however, we strongly encourage you to continue wearing them in our office/ reception/ shop and all other indoor spaces on our campsites including shared facilities such as toilet blocks, washing up areas and information points to help protect fellow members and staff.

  • If I develop COVID symptoms onsite, do I have to leave? What if I cannot, or I am unfit to drive?

    If you suspect you have developed COVID-19 symptoms whilst staying with us, we would ask that you leave the site immediately and call to update our site staff. Please do not continue to use any shared facilities, this applies to anyone else in your party. If you are unable to drive safely, please discuss with our site staff.

  • Will campsite shops be open?

    Whilst we are aiming to provide the ability to purchase LPG, toilet chemical and rock pegs at all campsites via a telephone order and collect service paid by credit card, unfortunately some of our campsites will not be providing the usual grocery shop offer. Therefore, please ensure you are as prepared as possible and bring all your grocery essentials with you.

  • Will kid’s playgrounds and games’ rooms be open?

    Our playgrounds and games' rooms across our network are now open with COVID secure protocols. Parents or guardians will be responsible for ensuring that social distancing protocols, in particular, are followed for the safety of all. We also recommend that children and adults wash or sanitise their hands both before and after playing on the equipment.

  • What about restaurants?

    All restaurants and bars are open and will be subject to social distancing requirements as applicable.

  • Are dog walks still available?

    Where possible these will be open, please ensure social distancing is maintained where possible, and please be considerate of guests as you pass by. To share the load, please consider walks off-site.

  • Can we invite visitors on sites?

    We are pleased to advise that day visitors are once again welcome on our campsites.

  • What happens if you have a suspected or confirmed Coronavirus case on the campsite?

    If there is a suspected or confirmed Covid-19 case on our campsites, the individual will have been asked to leave the site and advised to follow Government advice. If staff from NHS Scotland (Test and Protect) or NHS Wales (Test,Trace,Protect) contact the Site they may also advise on who else needs to be informed and if any further actions are required. At all times on the campsite guests are reminded of the need asked to maintain any social distancing guidelines to minimise any health risks to themselves, and other guests and site staff.

  • Will you be reducing VAT on bookings?

    VAT will now be charged on all UK campsite stays at the new 5% rate until 30 September 2021, then 12.5% rate from 1 October to 31 March 2022.  Experience Freedom prices have been adjusted to reflect the new VAT rate. The prices published on the website always reflect current prices, inclusive of the correct VAT rate, and customers will always be charged the published price at the time of booking - at the appropriate VAT rate.

  • I need to self-isolate, can I stay at an Experience Freedom campsite?

    In order to minimise the risk of virus transmission to other guests, and to maintain our COVID secure commitment, you will not be able to stay on campsites if you are required to self-isolate. If returning from abroad, please follow Government advice and travel directly to the location where you will be self-isolating.

Test and Trace guidance


  • What information do I need to provide?

    England: Our Experience Freedom campsites in England are no longer required to provide Test and Trace information.

    Wales: Our campsites in Wales encourage all members and guests over 16 years of age to provide Test and Trace information. If you already have the NHS COVID-19 App you will be asked to use this to scan the QR code displayed on arrival or alternatively complete a paper form at the campsite. Any paper forms will be stored securely for 21 days after your departure, they will then be destroyed. If you move on to another Club campsite, you will need to complete the same process.

    Scotland: All our campsites will display a Check In Scotland Test and Protect QR code poster which we encourage you to scan on arrival at the campsite for all party members. Alternatively, we will use your booking details should Scotland Test and Protect Team contact us (you can opt out of this by emailing [email protected]).

    Northern Ireland: Campsites in Northern Ireland will be required to collect customer details to help with the Test, Trace, Protect contact tracing programme.


  • What are you doing with my personal data as part of Covid-19?

    Information about how your personal data is processed in relation to Covid-19 is at Section 3.24 of our Privacy Policy.

  • Will my personal data be automatically passed onto other people as part of this process?

    Any personal data held with Experience Freedom for contract tracing purposes will only be passed onto the relevant NHS service if they request it. If an NHS service in England, Scotland or Wales contacts us then it means that someone on our Sites Network or in our offices has contracted COVID-19 and they are attempting to get in contact with other people who now may also be at risk.

  • What data is provided to the NHS England Test and Trace, NHS Scotland Test and Protect and NHS Wales Test, Trace, Protect programmes?

    The information that could be shared with these NHS services is: name, telephone number, email address, postal address, date of visit, arrival time and, where possible, departure time.

  • Is my personal data safe?

    To learn how we protect your data, please see further information at Section 3.8 of our Privacy Policy.

  • What about scams?

    If we are contacted by one of the NHS services then we will carefully verify that they are from the said service before passing on any information.

  • What if I don’t want my details to be part of this process?

    The Test and Trace system is encouraged for all members and guests aged over 16 years of age to complete on arrival at our Wales campsites.

    In Scotland, we encourage you to scan the Check In Scotland Test and Protect QR code poster on arrival at the campsite for all party members. Alternatively, we will use your booking details should Scotland Test and Protect Team contact us (you can opt out of this by emailing [email protected]).

  • What if I live in one part of the United Kingdom (UK), but I will be visiting a different part? For instance, I live in Scotland and the site I am going to is in Wales.

    The advice is that you should use the relevant contact tracing App that relates to the part of the UK you live in normally regardless of which part of the UK you will be visiting (NHS COVID-19 App for Wales or the Check In Scotland App for Scotland). For those arriving at campsites from England, where Test and Trace is no longer required, you should follow the procedure applicable to the UK country you are staying at.

About the accommodation


  • What should I bring?


    In the glamping pods, cabins, safari tents and yurts, we provide bedding and basic necessities but you may want to bring additional items such as a hair dryer, towels, toiletries, and games. Towels are also available for hire.


    If you’re snuggling up in one of our wooden camping pods for the night, you’ll need to bring your own bedding and camping equipment too (including cooking equipment).

  • How many people can stay?

    Yurts can sleep two to four people – inside there’s a king size bed and two pull out single beds, suitable for a family of four.


    Safari Tents can sleep up to five people – inside there’s a double bed, two singles and a bunk above the singles, suitable for up to five adults.


    Glamping pods can sleep two adults and an additional two children up to 17 years old. There’s a double bed, sofa bed and bunk bed (the bunk takes a maximum of 11 stone/70kg). Children under six must never be left unaccompanied whilst using the bunk bed.


    Universally Accessible Glamping Pods can sleep up to two adults and one child and includes twin beds with orthopaedic mattresses and a small sofa bed suitable only for a child.


    Glamping Cabins can sleep up to four adults and two children up to 17 years old. There’s a double bed that pulls down over the dining area, a double sofa bed in the lounge area and two single beds in the upper mezzanine level suitable for children.


    Universally Accessible Glamping Cabins can sleep up to three adults and two children and includes twin beds with orthopaedic mattresses, a bunk bed and a futon.


    Camping pods can sleep two adults and up to two small children (we recommend no older than seven or eight years old). Inside there is either a futon that converts into a small double bed or two camp beds. You can request an additional single camp bed for your children (subject to availability).


    Please note: due to the cosy dimensions of our camping pods, and to avoid disappointment, you can only book this accommodation online for a maximum of two guests. If you require more guests to stay in this accommodation please call us on 01342 777533 (Monday to Friday, 9am to 5.30pm) to discuss your booking.

  • Do you supply tea and coffee?

    All of our fixed, glamping accommodation types have tea and coffee sachets supplied for a refreshing first drink on arrival, along with a kettle and mugs. If you’re an avid tea or coffee drinker, you will need to bring enough of a supply of tea, coffee, milk and sugar for your stay.

  • Is there self-catering?

    Our yurts, safari tents, glamping pods and cabins come with a few appliances to help prepare simple breakfasts, snacks and light meals (kettle, toaster, microwave oven, fridge and utensils). To keep your sleeping areas clean and comfortable, we don’t provide full indoor cooking facilities.


    Our glamping pods include 2 gas cooking rings at all locations except Abbey Wood and Alderstead Heath. They also include a kettle, toaster, microwave oven, fridge and utensils.


    Our glamping cabins come equipped with 4 gas cooking rings, a full oven along with a kettle, toaster, microwave oven, fridge and utensils.


    Our universally accessible glamping pods and cabins come equipped with a 2 ring electric cooking hob along with a kettle, toaster, microwave oven and fridge and utensils.


    Our wooden camping pods don't feature cooking appliances, utensils, crockery and cutlery but you will find a kettle for that all-important cuppa.




  • Can I use a barbecue?

    Yes. A barbecue station is located in front of our yurts, safari tents, glamping pods and glamping cabins, where you can use a disposable charcoal barbecue.


    Our camping pods currently do not have a brick barbecue station beside them but you are welcome to use the disposable tin foil trays on a stable stand outside.


    Please ensure that your disposable barbecue doesn’t come into contact directly with the ground or decking. For your safety, please make sure that disposable barbecues are only used outside all accommodation and that they are left to cool before being thrown away. Never leave a barbecue unattended once lit, and please be considerate of other guests nearby.


  • Are we allowed to have a campfire?

    We do not allow campfires on site. We also ask that no candles or other naked flames are used inside or near any accommodation on site.

  • Are the yurts/safari tents/pods/cabins cleaned regularly?

    Your pod, cabinsafari tent or yurt will be thoroughly cleaned and sanitized and fresh linen will be provided before you arrive.

    The wooden camping pods are the only fixed accommodation where you'll need to bring your own sleeping bags or linen. For anyone staying longer than one week, it will be cleaned on the seventh day.

    Your unit will be equipped with hand wash, antibacterial spray or wipes and cleaning cloths to help you keep your unit clean during your stay.

  • Is there heating, lights and power sockets provided?

    Lighting, heating and power sockets are supplied to the glamping pods and cabins, camping podssafari tents and yurts. In addition, the pods and cabins are insulated and remain warm through the winter. There is an electric oil heater provided in the yurts and safari tents which are open from spring until early autumn – for cooler nights you might want to bring a hot water bottle too.

  • How secure is it on site?


    The camping pods, yurts, glamping podssafari tents and cabins can all be locked, however they don’t contain a safe. If you bring valuable items with you, it is your responsibility to keep these items safe.

  • Is there Wi-Fi?

    Wi-Fi is provided across all of our sites, however availability is limited on some and a charge may apply. Please check the specific location page for more information.

    Please note: there is no Wi-fi available on site at Troutbeck Head.

  • What’s the difference between a camping pod, a glamping pod and a glamping cabin?

    Camping pods are an upgrade from tent camping, providing the full camping experience without the hassle of bringing and setting up a tent. These wooden pods are well insulated, more secure, offer more privacy and shelter than a tent, plus they include heating and electricity to keep you warm and snug – lovely! You'll also have access to the onsite toilet and shower facilities.

    Glamping pods are like a mini lodge, giving you your very own self-contained hotel room in the countryside! These are perfect for guests who want to be in the middle of nature on our fantastic sites and want to keep creature comforts close by, like a sprung bed and a private toilet and shower.

    Glamping cabins are much the same as pods, offering single room open plan living with no separate bedrooms. However, they are larger and can therefore accommodate more people.

  • Are there toilets and showers on site?

    Yes, all of our sites have a toilet and shower building.


    Some of our fixed accommodation types are also installed with toilets and showers, they are:


    Glamping pods and cabins come with a flushing toilet and shower as part of the en-suite.

    Wooden camping podssafari tents and yurts do not have a toilet installed as part of the accommodation but high-quality facilities are available just a short walk from each of the units.

Making and managing your booking


  • Will the Coronavirus affect my booking?

    If you wish to amend or cancel your holiday arrangements then our usual terms and conditions will apply. For the latest information, please see our Coronavirus advice.

  • Can I bring my dog/pet?

    Dogs are only permitted in a specified Experience Freedom accommodation where a dog-friendly supplement is payable. Dogs are accepted subject to availability of dog-friendly accommodation and only when a supplement is paid. Read more about our dog-friendly accommodationGuide dogs are accepted in the accommodation free of charge.

  • Are you open all year?

    Glamping pods, cabins and camping pods* are open all year round subject to the site opening dates. Yurts and safari tents are open between Easter and September but dates might change, dependent on the British weather! 

    *Note that our camping pods at Coniston Park Coppice operate from March to November each year.

  • Can I arrive before/after the check-in time?

    From 3pm your accommodation will be ready for you but we cannot guarantee this if you arrive earlier. Reception closes at 7pm. If you expect to arrive on site later than this time, please notify the site before 7pm.


    If you have visited us before, you will notice some differences upon check-in. This will include a contactless experience to manage the safety of our guests and staff. Please have your booking details to hand when you arrive which will make the check-in process quick and efficient.

  • Can I leave before/after the check-out time?

    Check-out is at 10am. Some of our sites have gates which are locked overnight. If you need to get away early, please speak to staff onsite, who can arrange a space in the overnight car park outside the gates, where you may park the night before you leave.

  • Do you accept group bookings?

    Yes, we do. However, please note that we do not accept bookings for party events, stag, hen parties or similar. We reserve the right to refuse bookings should they appear unsuitable for the accommodation and reserve the right to refuse admission on arrival if any aspect of the booking is misrepresented.

  • How do I amend/cancel my booking?

    Please contact us by phone on 01342 777533 to amend or cancel your glamping or camping booking. Further booking information can be found when you log in to view My Bookings. You can also read about our amendment and cancellation policy in our terms and conditions. If you would like to amend or cancel a motorhome hire booking, please head to the SwiftGo website and contact them directly. 

  • How long can I stay for?

    You may stay in the pods, cabins or yurts for a minimum of two nights or up to 21 consecutive nights. Tent campers may stay for one night or up to 21 consecutive nights

  • Why is my search returning no availability?

    We are working hard to give you the best glamping holiday we can which means that some of our glamping accommodation types are temporarily unavailable at particular sites from time to time, as we work on site improvements. Opening dates are highlighted on each site location page.

  • Can I arrive without booking ahead?

    Unfortunately, we are unable to accept bookings more than 1 day prior to arrival. This means that if you want your stay to start on a Friday, the latest you can book your stay is the evening prior to arrival.

  • I am a member of the Caravan and Motorhome Club, do I get a discount?

    Yes, Club members and Club member’s friends and family can get 10% off their glamping booking!

    Simply enter your Caravan and Motorhome Club membership number at the checkout and proceed to confirm your booking. If you are not the membership card holder, please call the Caravan and Motorhome Club on 01342 777533 to discuss and apply the discount to your booking over the phone. To get the member "friends and family discount" one full member must reside on the site (although not necessarily in the booked accommodation) for the duration of the booking to obtain the membership rate.

    Club members also receive free CDW (Collision Damage Waiver) on their Motorhome Hire. To redeem, simply book your hire without selecting CDW at the checkout. Then, email [email protected] with your name and membership number and CDW will be added for free. You will need to present your membership card when collecting your motorhome from the depot.

  • Does Experience Freedom take deposits?

    For breakages, we don’t take a deposit however guests will be liable for any damage they cause in the accommodation or on site.

  • The Caravan Club is appearing as the merchant on my Experience Freedom WorldPay email purchase receipt, is that correct?

    Yes, The Caravan Club Limited will appear as the Merchant provider on your automated WorldPay email purchase receipt. Should you have any further questions or an enquiry please email [email protected]

  • I bought a holiday before 15 July to arrive in 2020 and my balance is due after 15 July, am I entitled to a VAT price reduction on the balance payment due?

    You can apply to receive a VAT refund after the full balance has been paid. Please contact us by email at [email protected] and we will get in touch with you within 4 working days to process the refund for you.

  • I bought and paid for my holiday before the 15 July and am due to travel after 15 July, am I entitled to a VAT price reduction?

    No, as you paid the balance before the 15 July, you are not therefore entitled to a refund.