Customer Service

POLMANTER TOURING PARK TAKES GOLD AT VISITENGLAND AWARDS 2025

Posted on November 12, 2025

The 2025 VisitEngland Awards for Excellence celebrated the very best in UK tourism, with the coveted Camping, Glamping & Holiday Park of the Year category highlighting outstanding parks across the country. This year’s Gold winner was Polmanter Touring Park in Cornwall, with Rebecca and Phillip Osborne proudly accepting the award on stage at the Brighton Dome Corn Exchange.

Joining them were VisitEngland Advisory Board member Allan Lambert and compere Peter Hancock. Polmanter Touring Park has long been recognised for its exceptional customer service, welcoming atmosphere, and outstanding facilities. Its award-winning status reflects a commitment to quality, innovation, and creating memorable experiences for visitors.

The Osbornes’ dedication to both the park and the wider tourism community was evident in their heartfelt acceptance, with many praising their attention to detail and passion for the holiday park sector.

Silver was awarded to Mendip Basecamp in Somerset, a site known for its adventurous glamping offerings and family-friendly activities, while Bronze went to Hippersons Boatyard in Suffolk, which impressed judges with its combination of traditional charm and modern facilities.

The VisitEngland Awards for Excellence continue to showcase the innovation and dedication that make the UK holiday park and glamping sector one of the most competitive in Europe. Winning parks, like Polmanter, set the standard for service, quality, and guest experience, inspiring operators across the country to aim higher.

For holiday park professionals, the awards serve as a benchmark for excellence, proving that attention to detail, creative offerings, and a focus on visitor experience remain the keys to success in this growing and dynamic sector.

The awards serve as a benchmark for excellence, proving that attention to detail, creative offerings...

AWAY RESORTS

Posted on November 12, 2025

Redefining the UK Holiday Park Experience...

In an era when the staycation has become not just a necessity but a lifestyle choice for millions, few operators have done more to reimagine the British holiday park than Away Resorts.

With a fast-growing portfolio of twenty-five locations stretching from Scotland to Cornwall, the brand has become synonymous with creativity, innovation, and a spirit of difference that sets it apart from the competition.

From quirky themed accommodation and digital innovation to sustainability initiatives and an ethos grounded in care, Away Resorts is positioning itself not just as a provider of holidays, but as a disruptor changing the way the UK thinks about leisure breaks.

STANDING OUT IN A COMPETITIVE MARKET
What makes Away Resorts unique? In a crowded sector, the company has developed a reputation for “discover different,” their core brand ethos.

Rather than simply replicating the tried-and-tested caravan or lodge model, Away Resorts has created a portfolio of imaginative accommodation options that delight guests and surprise even seasoned holidaymakers.

From luxury lodges with hot tubs to glamping tents and classic chalets, there’s a style to suit every budget and taste. Standout offerings include Rockstar-themed accommodation with retro touches adding a playful, immersive experience that goes beyond the ordinary.

This sense of creativity and character has become a hallmark of the operator, proving that innovation and fun are as important as convenience in attracting today’s holidaymakers.

ADVENTURE PLAYGROUNDS, POOLS, and activities keep all ages entertained.

VALUES THAT INSPIRE
The company’s vision is simple yet powerful: “to inspire everyone to holiday in the UK.” This vision is underpinned by Away Resorts’ guiding values of being Amazing, Attentive, and Lovers – principles that are woven through every aspect of their parks.

• Amazing: Constantly surprising and delighting guests with new experiences, from themed breaks to exciting park entertainment.
• Attentive: Ensuring the details matter – whether through responsive customer service or well-maintained facilities.
• Lovers: A passionate commitment to their people, customers, and the environment.
• This values-led culture has allowed the operator to foster strong loyalty, not only among guests but also among its workforce of 1,000+ employees.

LUXURY LODGES WITH A TWIST, from hot tubs to themed décor, accommodation is designed to delight.

A DIGITAL-FIRST APPROACH
Holiday parks are no longer places where guests expect to switch off completely from technology. Instead, visitors increasingly demand digital convenience at every stage of their journey – and Away Resorts has risen to the challenge.

More than 65% of bookings are now made online, reflecting the brand’s commitment to ensuring the booking process is as seamless as possible. Significant investment has also been channelled into the Away Resorts App, designed to give holidaymakers real-time access to everything they need during their stay.

From booking activities and checking entertainment schedules to ordering food and drink, the app serves as a digital concierge in your pocket.

AWAY RESORTS’ imaginative approach keeps visitors coming back year after year.

SUSTAINABILITY IN ACTION
Modern holidaymakers are increasingly conscious of sustainability, and Away Resorts has taken proactive steps to reduce its environmental footprint.

Initiatives across all parks include:
• Recycling bins and bags provided in every accommodation unit.
• Plastic-free drives, reducing single-use plastics across food outlets and retail areas.
• Broader commitments to energy efficiency and eco-friendly operations (more details can be found at awayresorts.co.uk/about/sustainability).

By embedding sustainability into everyday operations, Away Resorts is not only meeting guest expectations but also aligning with long-term environmental goals that benefit communities across the UK.

THE UK HOLIDAY MARKET TODAY
The rise of the staycation has been one of the defining travel trends of recent years, and Away Resorts has been at the forefront of this surge. The UK holiday market has seen excellent volume growth, with bookings up by 12%, reflecting an appetite for breaks closer to home.

Interestingly, the company notes that last-minute bookings are arriving later than ever, a sign of the changing behaviour of today’s consumers. Flexibility and the ability to respond quickly to demand are crucial, and Away Resorts’ diverse accommodation portfolio and tech-driven booking systems place it in a strong position to capitalise on these shifts.

LEADING THE WAY – With innovation, values, and a playful spirit, Away Resorts is shaping the future of UK staycations.

AMBITIONS FOR THE FUTURE
Looking ahead, Away Resorts remains committed to its role as a disruptor in the UK holiday park sector. The company’s short and long-term goal is clear: to continue innovating and delivering amazing experiences for customers and owners alike.

From a single holiday park business to one of the UK’s fastest-growing operators, Away Resorts has carved out a distinctive space in the market. With twenty-five parks nationwide, a clear ethos of “discover different,” and a passion for pushing boundaries, it is redefining what the British holiday park can be.

By blending imaginative accommodation, sustainability, and digital innovation with strong values and attentive service, Away Resorts isn’t just offering a place to stay – it’s creating experiences that guests can’t wait to repeat. And with the staycation trend showing no signs of slowing down, the future looks bright for this bold and imaginative operator.

Away Resorts
0330 053 7000
www.awayresorts.co.uk

STRIKING GOLD WITH AA FIVE-STAR GRADING

Posted on July 31, 2025

LOVE2STAY JOINT MANAGER Charlie Ward with the new AA Five Star grading plaque.

Shropshire’s Love2Stay touring and glamping resort is celebrating after earning a prestigious Five AA Gold Star rating in the 2025 AA Caravan and Camping Awards. Located in Emstrey, Shrewsbury, the luxury resort received an impressive 95% quality score following a recent inspection by AA Hotel and Hospitality Services.

AA inspector Stephen Wilkinson praised the site’s thoughtful layout, top-tier facilities and scenic setting, stating: “The BBQ and pizza oven areas are a great feature, and the open water pool, beach and paddle pool were well used and clearly enjoyed by guests during my visit.”

AN AERIAL VIEW of Love2Stay resort.

Joint manager Charlie Ward welcomed the award as “fantastic recognition” of the team’s hard work and investment. “We pride ourselves on our high standards, customer service and range of facilities that allow guests of all ages to unwind, stay active and reconnect with nature,” he said.

Celebrating its eighth birthday this year, Love2Stay has recently invested £750,000 in five new Severn holiday lodges, adding to its glamping village of safari and woodland lodges. The 22-acre site, set next to parent company Salop Leisure, offers panoramic countryside views and access to a bio pool, cinema, wellness services and outdoor activities.

WASHROOM REVIVAL

Posted on May 14, 2025

Elevating Toilet, Shower & Washroom Facilities on your site...

As UK holidaymakers continue to prioritise comfort, cleanliness, and eco-consciousness during their travels, the humble washroom has emerged as a key player in shaping guest satisfaction.

For owners and managers of holiday parks, caravan parks, campsites and glamping sites, upgrading toilet, shower, and washroom facilities is no longer a luxury – it’s an essential component of modern hospitality.

With new innovations in design, functionality, and sustainability, there’s never been a better time to invest in next-generation facilities.

BILLING AQUA DROME supplied and fitted by Total Cubicles.

WHAT GUESTS EXPECT IN 2025
Today’s Park guests seek facilities that are not just functional, but pleasant and hygienic. The days of draughty, dimly lit, and poorly ventilated toilet blocks are long gone. Visitors now expect washrooms to reflect the same quality they enjoy at home – if not better.

This shift has seen a boom in the popularity of cubicle systems that are durable, waterproof, hygienic, and visually appealing. Total Cubicle Solutions, a leading manufacturer and supplier in this space, is helping transform tired facilities into bright, modern, and stylish spaces.

Their cubicles, lockers and vanity units have enhanced sites like Park Holidays Ltd’s Sand Le Mere and Par Sands parks, and Billing Aqua Drome’s outdoor shower units, setting the bar for premium site amenities. “Our systems are built not only for durability and hygiene but also to help operators inject real style and identity into their washroom areas,” says a spokesperson from Total Cubicle Solutions.

“Each cubicle is customisable, making it easy to match existing branding and elevate the entire guest experience.” With high footfall throughout peak seasons, easy maintenance and longevity are just as important as aesthetics. Solid-grade laminate options provide a long-lasting, vandal-resistant solution that remains easy to clean and resilient in all weather conditions.

SAND LE MERE SINK and basin
supplied and fitted by Total Cubicles.

TACKLING THE WATER CRISIS HEAD-ON
Another major consideration for park operators is sustainability – particularly water conservation. With the UK facing mounting pressure on water resources, efficiency is now critical. One company at the forefront of water-saving technology is Cistermiser, which has welcomed Ofwat’s new £100 million Water Efficiency Fund as a pivotal move towards sustainable progress.

“We strongly support the fund and its potential to drive meaningful reductions in water usage,” says Richard Braid, Managing Director of Cistermiser. “But innovation doesn’t have to be complex. Our infrared urinal controls and sensor-activated WC dual flush systems are smart, effective, and proven to deliver real savings.”

Cistermiser’s EasyflushEVO, a leak-proof siphonic dual flush valve, is a standout example of this innovation. By eliminating below-waterline seals prone to wear and scale build-up, it provides a reliable solution to the UK’s 1.5 million estimated leaky toilets – each potentially wasting up to 400 litres of water a day.

Such technologies don’t just help holiday park operators cut water bills; they also ensure compliance with growing sustainability regulations. As the hospitality industry evolves to meet eco-friendly targets, adopting efficient washroom systems has become both a financial and environmental imperative.

The days of draughty, dimly lit, and poorly ventilated toilet blocks are long gone.

AWARD-WINNING STANDARDS IN GUEST FACILITIES
Holiday parks that go the extra mile in their washroom facilities are gaining recognition, too. The Loo of the Year Awards continues to celebrate the best in British washrooms, including caravan and camping sites.

The 2024 awards, held at the National Motorcycle Museum, honoured Bryndu Caravan Park’s Eva Tamaz-Szora as the UK’s top washroom technician. Her win underscores the importance of dedicated maintenance and high standards in ensuring exceptional guest experiences.

Becky Wall BEM, organiser of the awards, highlighted the broader impact: “Toilets and washrooms are an essential part of customer service. Celebrating those who prioritise cleanliness, accessibility, and care shines a light on what modern guests truly value.”

The awards’ rigorous 101-point grading system covers everything from signage and accessibility to hygiene and decor, inspiring operators to keep pushing standards higher.

WATER BILLS on the rise advise Cistermiser.

FUNCTION MEETS FLAIR
Washroom design is undergoing a renaissance. Whether it’s stylish vanity units, nature-inspired interiors, or enhanced lighting schemes, design is being used to both impress and serve.

Seamless surfaces, sensor taps, and contactless flushing all support hygiene while elevating the visual and tactile guest experience. Operators are now also investing in private shower pods, family-friendly washroom suites, and even accessible Changing Places facilities to accommodate visitors with complex needs.

The latter, championed by Martin Jackaman – recent recipient of the Loo of the Year Lifetime Achievement Award – are rapidly expanding across the UK, ensuring inclusivity for all.

DESIGN AND PRACTICALITY in abundance for this outstanding facility at Flamingo Land.

INVEST TO IMPRESS
Ultimately, upgrading washroom facilities isn’t just about style or environmental responsibility – it’s about guest retention and reputation. In a world where online reviews can make or break a destination, providing clean, modern, and well-managed washrooms is a business essential.

For those managing campsites, holiday parks, or glamping getaways, these upgrades can lead to happier guests, better reviews, and stronger bookings season after season.

With support from forward-thinking suppliers like Cistermiser and Total Cubicle Solutions, and the visibility offered by initiatives like the Loo of the Year Awards, there’s never been a better time for park owners to raise the bar.

Cistermiser
0118 969 1611
www.cistermiser.co.uk

Total Cubicle Solutions
0151 298 1509
www.totalcubicles.co.uk

Loo of the Year Awards
01531 640715
www.loo.co.uk

PINELOG’S LUXURY ACCESSIBLE LODGES FOR PARKS

Posted on February 12, 2025

Pinelog specialises in crafting luxury timber lodges tailored to the unique requirements of holiday parks, making them an excellent choice for facilities that need high-quality, accessible accommodations for less mobile guests and wheelchair users.

Dovestone Holiday Park has been a valued client of Pinelog for the past decade, benefiting from their luxury lodges. Nestled in the picturesque village of Greenfield in Saddleworth, the park enjoys a prime location adjacent to the stunning Peak District National Park.

Thanks to its luxurious lodgings and exceptional guest experiences, Dovestone Holiday Park proudly holds a five-star rating on TripAdvisor. “At Dovestone Park, we take pride in our customer service and aim to provide all our guests with a worry-free experience.

This commitment aligns with our mission to create a safe haven for those with accessibility needs,” said Sally Buckley, General Manager of Dovestone Holiday Park. With limited accessible accommodation options in the area, Dovestone is dedicated to providing an outstanding experience for all guests.

In 2023, they approached Pinelog to create their first two-bedroom accessible lodge. With guests already lined up for the inaugural stay, the urgency was clear in designing and delivering this much-anticipated accessible lodge for Dovestone Holiday Park.

Pinelog
01246 942842
www.pinelog.co.uk

KEY LEISURE PRODUCT CENTRE OF EXCELLENCE

Posted on May 17, 2024

INVESTMENT IN WAREHOUSING and logistics has enabled LKQ Leisure and Marine to create a centre of excellence in the UK.

LKQ Leisure and Marine, has completed a £400,000 programme of investment in its Central UK distribution centre and HQ, to enhance its already market-leading availability and customer service. Key initiatives being driven through the Leisure and Marine business include live-stock updates and live order-tracking, direct delivery, click and collect, and a focus on hitting 100% availability on key lines – now extending to over 500 products.

Adam Ramsden, Managing Director of LKQ Leisure and Marine, said: “This programme of investment has helped us to create a national centre of excellence at Century Park, so that we can deliver an even better experience for our customers. “Today we carry more inventory across more product lines, and our availability and next day delivery performance is better than ever.

Our investment in digital systems and in our people has continued to build a customer-centric organisation at every level. “We are in a strong position to keep investing, growing, and improving, both as a supplier and an employer, as part of the LKQ UK and Ireland Group.”

LKQ UK and Ireland is comprised of LKQ Leisure and Marine, LKQ Euro Car Parts, LKQ Bodyshop and Digraph, and distributes parts and accessories for all makes of car, motorbike and light commercial vehicle, HGV, bus and coach, and static and touring caravan, motorhome, and marine vehicle.

The business, formerly known as Arleigh Group, encompasses LKQ Nova Leisure, LKQ Arleigh, LKQ Aquafax, and Midland Chandlers and acts as fulfilment support for ASAP Supplies. Each division boasts a comprehensive product range strategically centralised at Century Park, Nuneaton, with additional stock at five marine branches across the United Kingdom.

The ASAP Supplies site in Beccles, Suffolk, contributes to the overall distribution network supported by a local customer-facing team. Changes to the facility include the incorporation of a mezzanine level which has added an extra 8,500sq ft of warehouse space, taking the total to 87,000sq ft. The warehouse is now home to more than 24,000 product lines, with capacity for further expansion.

CUSTOMER SERVICE CHAMPIONS CROWNED

Posted on March 13, 2024

CUSTOMER SERVICE CHAMPIONS CROWNED

Leisuredays wins prestigious national recognition...

LEISUREDAYS’ TEAM of 115 people look after the insurance needs of more than 110,000 caravan and motorhome owners

Static caravan and holiday lodge insurance specialists, Leisuredays, are celebrating after winning a top award for their high levels of customer service. The Yorkshire-based company was crowned Customer Service Champion at the 2023 Insurance Choice Awards.

The awards are an annual campaign to find the most trusted insurance firms and this year more than 92,000 data points were received from customer reviews on the Smart Money People website to help them find the winners. Jacqueline Dewey, CEO of Smart Money People, said Leisuredays received high levels of praise from its customers.

“Your customers should be the heart of your business and Leisuredays has proven this to be of utmost importance in its work,” she said. “Our reviews show customers complimenting the friendly and efficient staff, with many claiming that the Leisuredays team has gone above and beyond to solve their queries and concerns. “This kind of reassurance and confidence in a provider is a key part of policyholder satisfaction, and Leisuredays really has mastered its customer service.

Congratulations Leisuredays on this well-deserved win, keep up the great work.” Leisuredays is part of Caravan Guard, an insurance intermediary based in Halifax, West Yorkshire. Its team of 115 positive people look after the insurance needs of more than 110,000 caravan and motorhome owners and are tasked to deliver outstanding customer experiences every day.

 

Managing Director, Ryan Wilby, said he was over the moon the company had been recognised in the industry for delivering great customer service. “We’re passionate about delivering brilliant customer experiences, so for our customers to vote for us in their thousands and give feedback about our excellent service and how we’ve left them feeling impressed is a fantastic accolade,” Ryan said.

“We were extremely proud to beat off some fierce competition and win this top-level award that many insurance providers want to win. Our staff have a big reason to celebrate and a massive thank you to all our customers who took the time to vote for us – we couldn’t have done it without you!”

Leisuredays was also shortlisted for Best Caravan Cover Provider for their specialist caravan insurance cover and its sister brand Caravan Guard won Best Motorhome Insurance Provider. It is rated 4.95 out of 5 by customers on the Smart Money People website. To find out more about how your park can earn extra insurance commission by introducing customers to our team of service champions, email development@leisuredays.co.uk or visit. www.leisuredays.co.uk/operators please call 01422 396772.

LEISUREDAYS IS RATED 4.95 out of 5 by customers on the Smart Money People website

PRAISE HEAPED ON WATERSIDE RESORT

Posted on October 25, 2023

PRAISE HEAPED ON WATERSIDE RESORT

WATERSIDE’S BOWLEAZE COVE Holiday Park & Spa is seeing returns on significant investment.

Consumer champion, Which? has named Waterside one of the UK’s best value holiday park providers for the second year in a row. The company, which operates three holiday parks in Dorset and one in Cornwall, scored 87 per cent in a survey of more 1,355 participants – a close second next to the top spot at 88 per cent.

Waterside achieved a full house of five out of five stars in every category, including quality of accommodation, customer service, and value for money. The company was praised for its luxury offering, with acknowledgement for its ‘top end stays in beautiful coastal locations’.

Waterside has continued its significant investment into its parks over the past year. The brand recently unveiled two new, exclusive holiday home developments - The Stables, situated at Bowleaze Cove Holiday Park & Spa in Weymouth, and Samphire Cove at Tregoad Holiday Park near Looe.

Both feature a private collection of bespoke, luxury lodges with open plan living, deluxe bathrooms, king-sized bedrooms, hot tubs, and full wrapped decking. Dave Bennett, CEO of Waterside commented: “It’s fantastic to triumph in a renowned nationwide survey for two consecutive years, with a consistent score that reflects all our parks’ exceptional standards delivered by our dedicated team!

“As a family-owned business with knowledge that’s been passed down in generations for the past 60 years, we’re proud to offer a holiday experience that goes the extra mile for our guests. Each of our parks offers something different and we’re continually investing in each site to uphold our quality promise. “We wouldn’t be where we are today without our team, and our consistent recognition by Which? is testament to their fantastic work year after year.”

BIGGER NOT ALWAYS BETTER

Posted on August 2, 2023

BIGGER NOT ALWAYS BETTER

THE TWO CENTRE RESORT Potters tops the Which? holiday park survey

Butlins, Pontins and Center Parcs were all beaten by smaller independents in the Which? annual survey of holiday park destinations published this summer. The consumer group asked 1,355 Which? members and members of the general public to complete an online survey about their experience of recent stays at UK holiday parks and resorts.

Which? rated 18 holiday parks for cleanliness, accommodation, facilities, customer service, entertainment, food and drink, value for money and costs per night. It was the lesser known names that triumphed over their megabrand rivals in the results which were undertaken from April 2022. Only the top performing parks and resorts have been awarded Which? Recommended Provider (WRP) status.

Respectable marks were attributed to Center Parcs at 72% and Butlins with 71% but Pontin’s could only manage 59% based on reviews of ‘grotty chalets’ and ‘lacklustre’ entertainment. First and second-placed Potters Resorts and Waterside Holiday Group, are both family-run brands that have been in the business for decades. They scored five stars in every category, including customer service and value for money.

Operating for over 100 years, Potters was opened by founder Herbert Potter after he won £500 in a competition. With all-inclusive resorts in Norfolk and Essex, Potters scored top marks with an impressive overall score of 88%. More a resort than a park, accommodation at Potters is in bungalows, hotel rooms and suites. Nudged into second spot with 87%, the small regional brand, Waterside Holiday Group has four luxurious parks, three in Dorset, one in Cornwall.

INDEPENDENTS like Fowlers scored highly in the Which? survey

Their caravans are as classy as they come – at least 3.6 metres wide, with central heating and double glazing, plus fully equipped kitchens and widescreen TVs. Or you can glamp in a safari lodge with a private hot tub. Unlike Potters, Waterside does not offer an all-inclusive rate, meaning visitors pay extra on top to dine at its beachfront bars or restaurants.

A close third, Bluestone Wales attracted a customer score of 81%. Founder William McNamara originally opened up his dairy farm to guests in the 1980s when milk quotas threatened his livelihood. Today this single five-star resort has expanded to a sprawling 500 acres, where rolling countryside meets rugged coastline within the Pembrokeshire Coast National Park.

Scoring 78% in fourth spot, John Fowler began in 1953 as one caravan in a field but has expanded to 11 coastal locations across Devon, Cornwall and Somerset, with a wide range of accommodations and prices. Like many independents, John Fowler Holidays stood out for its customer service – rated five stars with the Which? verdict: “It’s cheaper than Pontins and about the same price as Butlin’s, but better than both.”

FIVE OUT OF FIVE FOR WATERSIDE

Posted on October 27, 2022

FIVE OUT OF FIVE FOR WATERSIDE

WATERSIDE HOLIDAY GROUP scored top marks in a Which? holiday stay survey

 

Waterside Holiday Group has come up trumps in a survey of the UK’s best value holiday parks by consumer champion Which? The company, which operates holiday parks in Dorset and Cornwall, scored 87 per cent in a survey of more than 2,200 stays.

Waterside Holiday Group scored five out of five stars in every category, including quality of accommodation, facilities, and value for money. Visitors highlighted their appreciation for the company’s choices of luxury caravans, as well as accommodation features including widescreen televisions and private hot tubs.

Dave Bennett, CEO of Waterside Holiday Group commented: “We are thrilled to have received such an incredible score as part of a renowned nationwide survey, which reflects genuine visitor reviews. “We have invested heavily in all our holiday parks to ensure we offer a five-star holiday experience to our guests, with exceptional quality accommodation, facilities, and customer service.

I would like to thank everyone at Waterside Holiday Group for their hard work in helping us continually achieve excellence across our parks.” Waterside Holiday Group has made multiple enhancements to its parks over the past two years, including introducing a range of luxury holiday homes with hot tubs and updated dining areas across sites.

The company has also continued committing to sustainability improvements across its parks, including the creation of natural habitat areas using native plants and species, introduction of beehives and installation of solar panels.