Find answers to all of our most frequently asked questions below.

Your stay at Pinewoods

Can I bring my dog(s) to Pinewoods? What are the rules regarding dogs at Pinewoods?

Dogs are more than welcome at Pinewoods.

We have dog-friendly holiday homes for both our lodges and caravans (maximum of 2 dogs) and for an additional fee dogs are welcome on our touring field (maximum of 3 dogs).

Dog breeds covered by the Dangerous Dogs Act 1991 are not permitted on the park under any circumstances.

Our rules regarding dogs are as follows:

Dogs must be kept on a short lead at all times on the Park.

You must clean up if your animal defecates on the Park.

The behaviour of your dog must not cause any nuisance, undue noise or disturbance.

Dogs must be supervised by and under the control of you, or of a responsible adult in your party, at all times. These rules apply even if the dog knows the park well and you believe them to be well behaved.

No dogs can be left unsupervised in the caravan holiday home or anywhere else on the park at any time. If you do not supervise and control your dog, we are likely to ask you to remove it from the park straight away, as we cannot allow the safety of others to be put at risk. Dogs can not be left under the supervision of any person under 18 years of age.

Can I bring an assistance dog?

Yes. You or any member of your party may bring an assistance dog to the park and beach, providing this is required to support a disability and Assistance Dogs UK or any successor body has issued an Identification Book or other appropriate evidence.

What is the ‘Dark Skies Policy’?

We support the “North Norfolk Area of Outstanding Natural Beauty (AONB) Dark Skies” by restricting night lighting on the park. Please bring torches as our use of artificial lighting is limited to enable stargazers to see the stunning stars at nighttime.

Please note that the sea wall path between the park and Wells-next-the-Sea is not lit, so make sure that you always have a torch handy!

Do I need to bring towels, oven gloves and tea towels?

No, towels, oven gloves and tea towels are all provided.

If you are in any doubt about what is provided in your holiday, please do contact Reception before you arrive.

Can I arrive early with my tourer or motorhome?

Arrival time is strictly 1pm to allow time to service pitches. There is no space to park with caravans or motorhomes on site or in the town of Wells-next-the-Sea so please do not arrive until 1pm.

We appreciate that travelling times are variable however we ask that you respect your booking terms and conditions.

Can I arrive early to a lodge or static caravan?

Your holiday accommodation will not be ready until 2pm or 4pm depending on the arrival time you have booked with your holiday. 2pm arrival times are included for the Saltmarsh Lodge Collection, Lakeside and Curlew Luxe. For all other accommodation, the arrival time is 4pm unless you have booked for an early arrival.

Where can I find your Access Statement?

The Pinewoods Accessibility Statement which covers the Holiday Park and Wells Beach (to the end of the Beach Huts) can be found here.

We are happy to help with any questions or queries you may have regarding accessibility. Please call us between 9am and 5pm on 01328 710439.

Where do I check in?

Please come to Reception to check in. This is staffed by our Reception Team during the day and our Security Team (who can also check you in) at other times.

The Sales Team based in the sales office do not have the ability to check you in.

Will there always be someone on the Park to help me?

Yes. In daytime hours our Reception team will be on hand to help with anything and our Security Team will be on the Park when our Reception is closed. They may be helping another customer so if they are not in their office, please call the security telephone number on 07941 019782.

What should I do in an emergency?

All Pinewoods emergency procedures can be found on the back of our Park Map which is provided to all customers.

If you are in any doubt, the Coastguard or any other emergency service can be contacted on 999.

How many people can sleep in my caravan?

It is a condition of your booking that the total number in your party shall not exceed the capacity of the holiday home as described on our website or brochure.

Can I have an awning or gazebo alongside my caravan or motorhome on the Touring Park?

Only one awning or gazebo is permissible per pitch. For clarification, we accept:

An awning that is attached to the caravan or touring vehicle as an integral part of the vehicle.

A gazebo or storage compartment that is stand-alone and see through on all sides, erected to act as a shelter or sun shade.

No overnight sleeping is allowed in an awning or gazebo.

Due to our planning permissions, we do not allow tents on the Park in any circumstances.

If you are concerned that this compromises your booking please discuss this with the Pinewoods team as soon as possible.

When is the Pinewoods Store open?

Opening times until 2nd January 2024:

9am-1pm daily

Closed Christmas Day, Boxing Day and New Years Day.

What happens if something isn’t right with my holiday or I am not happy with something?

At Pinewoods Holiday Park, our aim is to deliver high quality customer service to ensure that you fully enjoy your stay with us. We focus on providing high standards throughout the Park. We also appreciate and welcome any feedback on how we can improve any part of your holiday.

In event of any concern, please report details to reception or security as soon as possible, to enable us to resolve any problems for you.

What happens if I accidentally damage the caravan I am hiring or a facility on the park?

Please report any damage, shortages or breakages to the Reception Team as soon as possible to allow us time to deal with the matter.

Please note that if a caravan is found in an unreasonable state after a customer leaves we may not accept a repeat booking. We define this as a state that requires “specialist cleaning” or “replacement of furniture/upholstery or carpet due to damage”. This is because we cannot get specialist cleaning or replacement parts to a caravan before the next hire is due to arrive and therefore we have to move or cancel bookings causing disappointment to other customers.

Payment and policies

How can I pay for my holiday?

We accept card or cheque payments for holidays. Cash cannot be used to pay for your holiday on the day.

Where can I find my booking terms and conditions?

Our booking terms and conditions can be found in your confirmation email.

You must read your terms and conditions of booking in conjunction with our Park Rules. If you have any questions, please contact a member of the Pinewoods Reception Team who will be able to assist.

Where can I find the Park rules?

Our Park Rules can be found here.

Owner Park Rules specific to owners are provided at the point of taking over their caravan.

Where can I find your privacy policy?

Our Privacy Policy can be accessed here.

What is your refund policy?

Our cancellation and refund policy can be found here.

The beach

Can I take my dog(s) to Wells or Holkham Beach?

The beaches at Wells-next-the-Sea and Holkham form part of a unique landscape, rich in wildlife and one which we need your help to protect. The area is popular with dog walkers throughout the year, and we would like to remind all owners that it is your responsibility to keep your dog under close supervision and control.

It is your responsibility to ensure that your dog does not go into any fenced area on the beach, the dunes, the pine woods or beside any of the Holkham car parks. These areas are fenced off to protect fragile habitats, breeding wildlife and coastal sea defences, as well as your own safety.

Our beaches and the Holkham Nature Reserve are nationally important breeding areas, which means during nesting season additional signage will be in place instructing dogs to be kept on a lead.

You must clean up after your dog and use the dog waste bins provided in the car parks and on the paths to the beach. There are no dog bins in on the beaches.

In 2019 palm oil had been washed up on many beaches in Norfolk including Wells and Holkham: this is toxic to your dog. Please remain vigilant and keep your dog in sight and on leads.

Dogs are not permitted on the first 200 yards of Wells Beach. This does not apply to Assistance Dogs.

What is the Coastal Code?

Help us to keep our beaches beautiful and valuable to wildlife for future visitors by being aware of and following the Coastal Code on your holiday:

  • The use of barbecues, fires, stoves and sky lanterns are prohibited.
  • The use of drones, kite buggies, surf boards, sand yachts and remote control cars/appliances/gadgets are not permitted on the beach.
  • Reduce erosion by keeping to established paths.
  • Avoid disturbing birds and other animals. Birds that live on the beach are particularly at risk.
  • Leave wild flowers for others to enjoy.
  • Play and sit on the beach not the dunes.
  • Do not dig in the dunes.
  • Use your bicycle but stick to authorised routes.
  • Please take your litter home.
  • Regarding the National Nature Reserve: Walk on the agreed access routes and do not walk on the farmland or grazing marshes.

What should I do if I find an unusual item on the beach?

Holkham is open to a wide stretch of sea, so anything can be blown or washed ashore. On occasion live ammunition and unexploded bombs have been found about the reserve.

If you do come across a suspicious item leave it well alone and report your discovery to the coast guard by calling 999.

Can’t find an answer?

Get in touch for more information:

01328 710439