We will be increasing the rigour and frequency of cleaning, sanitising and disinfecting units as part of 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 new COVID SECURE COMMITMENT stamp across our campsites as a recognition of this.
What tent campsites are opening?
We're pleased to say that our campsites across the UK are now open.
At this moment we are not able to open all of our campsites, however, we will constantly review whether we are able to open any more campsites in the future. For information on all campsites that will reopen, please go to our website www.camc.com/reopening
Do I need to wear a face covering on Club campsites?
We are asking that all guests entering reception and shops on all our Club sites wear a face covering, so please remember to bring your own with you. Out of respect for each other, we strongly encourage everyone to wear a face covering in all other confined spaces where you come into contact with other users.
What tent campsites will remain closed for now?
For information on those campsites that will remain closed for the foreseeable future, please visit www.camc.com/reopening
Why are you not opening all your campsites?
Whilst the majority of our campsites will reopen, there are a small number that will remain closed. There are several reasons for this. Unfortunately, because we were required to close our sites in March we have not been able to carry out our usual induction and training programme for new assistant site managers at the start of the season; we also have some staff who are clinically vulnerable and it is not deemed safe for them or volunteer staff to work at this time; some sites on racecourses and other facilities cannot be opened because the landlords’ or owners’ facilities and accesses are closed. We have therefore allocated our teams to the sites with most occupancy taking the above into account.
I am due to arrive at a campsite currently under local lockdown, can I still arrive and stay?
If the campsite is in an area designated as Tier 1 or Tier 2 under the new Government instructions, then you can stay at our campsites in that area. You should follow all social distancing requirements, particularly on visiting others on the site where contact inside another tent, glamping/camping pod, caravan, motorhome or campervan (or any awnings) is not allowed under the rule of 6. If you are due to arrive at one of our campsites in a Tier 3 High Alert area, you should not travel to that campsite and cancel your booking. For further information and advice on how this may affect your travel plans, please see the Government website. For further information on which Campsites are temporarily closed due to a local lockdown or are now closed until the end of the season, visit this page.
What about communal areas, such as toilet/shower blocks, dishwashing, food preparation and laundry facilities?
Our toilet blocks and the majority of our communal facilities are open on those campsites that have them. There will be restrictions on the number of people accessing all facilities at any one time and this may cause queues. We ask all members to be patient with each other and our staff and to follow social distancing guidelines.
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.
I am booked to arrive at one of your campsites, however I am travelling from a local lock-down location. Am I still allowed to travel to your campsites?
If you are travelling from a locked down area of the United Kingdom you should follow Government advice and do not travel. Please cancel your booking and rearrange when travel advice changes.
Will campsite shops be open?
Unfortunately many 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. For details of all those campsites where shops will not be opening please go to www.camc.com/reopening.
Will kid’s playgrounds and games’ rooms be open?
Playgrounds - Our playgrounds 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.
Games' Rooms - Unfortunately these will still remain closed for the foreseeable time.
What about restaurants?
At this time all restaurants will remain closed and this will continue for the foreseeable future. Some of our restaurants are able to provide a take-away service and other campsites are visited by mobile catering units, and this will continue, provided it complies with social distancing guidelines.
Are dog walks still available?
Where possible these will be open, please ensure social distancing is maintained, 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?
At the present time, we would really appreciate it if you did not invite visitors to the site. We’re sure that you will understand that this could increase the social distancing burden on staff and other guests during this particular time. We ask that you arrange to meet any visitors at an off-site location.
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 NHS England (Test & Trace), NHS Scotland (Test and Protect) or NHS Wales (Test, Trace, Protect) staff 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 to maintain social distancing guidelines to minimise any health risks to themselves and other guests.
What happens if there is a local lockdown where there is a campsite?
We will follow all Government and Local Authority advice and guidance, and your site staff will keep you informed. If we are required to close a site, please be aware that this may need to be done at short notice.
Will you be reducing VAT on bookings?
In accordance with Government guidelines, the VAT rate will be reduced to 5% for all payments made from 15 July. 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.
What are you doing with my personal data as part of Covid-19?
Are you taking part in the NHS England Test and Trace, NHS Scotland Test and Protect or NHS Wales Test, Trace, Protect programmes?
Yes, all businesses and customers in the UK hospitality and tourism sector are encouraged to assist the NHS programmes and we are happy to help them identify people who may have been exposed to the virus.
Will my personal data be automatically passed onto other people as part of this process?
No. Your data is only passed onto the relevant NHS service if they request it and if you have chosen not to opt out. 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 may also now 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 can be requested by an NHS service is: names, telephone numbers, number of people in the party, date of visit, arrival time and departure time. No other information (regarding a booking or your personal information) is required nor is it passed on.
Is my personal data safe?
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?
Whilst we encourage everyone to assist with this service, it is voluntary. So, if you wish to opt-out of having your data shared with an NHS service you can do so by sending an email to one of the following addresses (depending on where you are):
For sites in England: TestandTraceOptOut@camc.com
For sites in Scotland: TestandProtectOptOut@camc.com
For sites in Wales: TestTraceProtect@camc.com
Please include your name, your membership number (if applicable), the Club site(s) you have visited and the dates of your stay. Any data collected by the Club solely for the purpose of these services, such as opt-out emails, will only be kept for 21 days.
Why are you involved in this?
We believe that containing outbreaks at an early stage and reducing the ability for the Covid-19 virus to spread is ultimately beneficial to us all.
How will I be informed about this processing of my data when on site?
What happens if I move around from one of your sites to another, do I have to opt out each time I arrive at a site if I don’t want my data to be shared with the NHS?
It depends. If it is 21 days since you sent the initial opt-out email and you are still staying on our sites, then you will need to send another opt-out email to ensure your details are not shared with the NHS. The reason for this is because the various governments have said we are only able to retain your opt-out email for a maximum of 21 days. This is irrespective of whether the sites you are staying in are in the same country or not.
How does the new NHS QR code Test and Trace system work on campsites in England and Wales?
The current Test & Trace system is in use at all Club campsites and utilises our reservation system in order to minimise the administrative burden on our members. On 24 September, the UK Government will introduce a new NHS QR code system within England & Wales in addition to the current Track & Trace procedure. This new system allows individuals to download a Govt App and then scan a code within hospitality venues, to “check-in” to the venue - This is entirely voluntary, and whilst not a requirement for members to “check-in”, the Club, and other campsites or holiday parks, are legally bound to display the new NHS QR Code posters at its campsites. We feel strongly that containing outbreaks at an early stage and reducing the ability for the COVID virus to spread is ultimately beneficial to us all and are asking our members and guests to support the use of the new system.
How does the new NHS QR code Test and Trace system work on campsites in Scotland and Northern Ireland?
The current Test and Trace system in place will continue. At the moment we do not have full details on how the new NHS QR Code system will operate in Scotland and Northern Ireland. We will advise members when this is known.
How do I get the new App and what do I then have to do on site?
The new App will be promoted and published by the UK Government and Devolved Administrations for you to download. When you have the App you will be able to use it at our Club Campsites by scanning the code on a poster in or near to the Reception area. There will be different versions of the App for each country within the UK. You will need to download the App that is applicable to your normal country of residence. You should download one App only.
What should I bring?
In the glamping pods, cabins, yurts and Airstreams, 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.
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 orthopedic 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 orthopedic 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).
Airstream Trailers can sleep up to four adults. It comes with one double bed and another double bed which converts from the seating area at the opposite end of the cabin.
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 and 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 a 2 ring electric cooking hob along with a kettle, toaster, microwave oven and fridge and utensils.
Your Airstream Trailer hire includes a 3-burner cook top, oven, grill large fridge/freezer as well as basic utensils and tableware.
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?
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/pods/cabins/Airstreams cleaned regularly?
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 Airstreams, glamping pods and cabins, camping pods and yurts. In addition, the pods and Airstreams are insulated and remain warm through the winter. There is an electric oil heater provided in the yurts 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?
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:
• Airstream trailers have a shower and a toilet but note that you'll need to empty the toilet cassette regularly if you're using it (which includes a £50 deposit). Easy to follow user guides are included in the caravan, giving you step-by-step instructions on how to do this. Some may prefer to shower in the shared facility block, an easier option for families.
Will the Coronavirus affect my booking?
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 accommodation. Guide dogs are accepted in the accommodation free of charge.
Are you open all year?
Glamping pods and cabins, camping pods* and Airstreams are open all year round subject to the site opening dates. Yurts 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, Airstreams 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.
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@example.com 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.
If you're staying in the Airstream caravan, you'll need to pay a £50 deposit for the toilet cassette. If you don't use it or leave the cassette clean, your deposit will be refunded.
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 firstname.lastname@example.org
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@example.com 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.