Identity Checks

We've introduced identity checks to prevent fraud and help provide a safe environment on our parks. As part of this we're contacting guests who haven't been verified with our partner, Experian, to provide further documentation.

What is a manual identity check and why do I need to complete it?

A manual identity check is where we have been unable to verify your name and address using the details that you have provided as part of the booking process and so we need additional information to verify your details. You will be sent an email with a form to complete and you will need to attach two forms of identification. Our team will review it against your booking and confirm back to you whether it has been accepted or whether we require more information. This helps us prevent fraud and keep our parks safe.

How will I be notified about the outcome of my identity check?

Our team will respond directly to the form to confirm whether the documents you have provided have been accepted. If the documents are not accepted for any reason, we will respond to you to confirm why and allow you another opportunity to provide acceptable documentation.

What information and documents are required to complete the manual identity check?

Our list of accepted documents come from the government website and are as follows:

Photo ID

• Driving license (not a provisional)
• Passport
• National Identity Card
• Residence Permit issued by the Home Office

Proof of address (within the last 3 months)

• Mortgage statement
• Bank statement
• Credit card statement
• Utility bill (not a mobile phone bill)
• Council tax bill

You must provide one of each type as outlined on the form.

How long do I have to respond to the manual identity check?

The email we send you will have a date on it that confirms when you must respond by. We advise to do this as soon as possible after receiving the email in case we have to come back to you about your documentation.

What happens if I cannot complete/refuse to complete the manual identity check?

This is a requirement for your booking to go ahead. Unfortunately if you do not complete the manual identity check when we ask you to, your booking will be cancelled and refunded in full.

What happens if I don’t respond to the manual identity check?

If we do not hear from you, your booking will be cancelled and refunded in full.

Are there any accepted reasons not to complete the manual identity check?

We will not be able to allow guests to travel without completing the identity check. If you choose not to complete this check, your booking will be cancelled in line with our terms and conditions.

Can I appeal the outcome of my identity check or booking cancellation?

If you feel that we’ve made a mistake, please respond directly to the email the team send you in response to your identity check submission.

Can I get a refund if my booking is cancelled due to not completing the manual identity check?

Yes, if your booking is cancelled because your identity check wasn’t successful, you’ll receive a refund to the same card that you purchased the holiday with.

Can I bring my ID to park and have the team there check it instead of completing this process?

The identity check process must be completed before you travel on your holiday or your booking will be cancelled. We are unable to complete these checks on park.

How is my identity information used and stored?

Your information is used for confirming your booking and verifying who you are. Your name and address details are securely stored within your account.