Frequently asked questions
What would you like to know?
About our cabins (32)
- What extras do White Willow Premium cabins come with?
- Do I need to bring bin bags?
- What's included in the in-cabin entertainment?
- Do the cabins include a DVD or Blu-ray player?
- Do I have to bring my own towels?
- Are logs provided for the log burner?
- Is bedding included in the cabin?
- What is the layout of the cabins?
- Are we allowed day visitors?
- What heating do the cabins have?
- Do cabins have washing machines?
- Will I need to bring toilet rolls?
- Can the temperature of the hot tub be adjusted?
- Is there a log burner in the cabin?
- Is the hot tub private or shared?
- What do White Willow Premium cabins come with?
- How do I use the hot tub during my stay?
- What is a media hub and what can it do?
- Can the log burner be used in summer?
- Are there steps for the hot tub?
- Do cabins have ironing facilities?
- What is included in the In-Cabin Entertainment Package?
- Do cabins have a fridge/freezer?
- Which cabins have hot tubs?
- Do cabins have a hairdryer?
- What's included in a wheelchair-adapted cabin?
- Do any of your cabins have multiple double bedrooms?
- Are there any pet-friendly White Willow Premium cabins?
- Is the kitchen inside my cabin equipped?
- Can I connect my console to WiFi?
- What does the cabin include
- Is there a bath or shower in my cabin?
About our locations (10)
- What is the phone number to contact the location team?
- Do you have any function rooms on location?
- Where is the nearest train station?
- Where is the nearest pub or restaurant?
- Which supermarkets are nearby?
- How can I receive latest offers and newsletters?
- Which locations have White Willow Premium cabins?
- Do you have travel directions and public transport information?
- What is the postcode for the location?
- Do you have a brochure?
Arrival and check-in (8)
- Can I check in online?
- What time can I check-in to White Willow Premium cabins?
- What time is check-in and check-out? What time can I arrive?
- Where do I go to check in?
- Can I add late check-out to White Willow Premium cabins?
- How many car parking spaces does my cabin have?
- Can I check-in online before arriving?
- Where do I collect my keys from?
Company information (7)
- How can I find out more information about working for Forest Holidays?
- How do I contact you?
- I would like to supply Forest Holidays, who can I contact?
- Where can I find your terms and conditions?
- Can Forest Holidays donate prizes or sponsor events?
- My company would like to partner with Forest Holidays, who can i speak to?
- What is Forest Holidays green policy?
Coronavirus travel information (11)
- Do I need to wear a face covering on location?
- Can I use the toilets in the Forest Retreat?
- Is my break covered by my travel insurance?
- I’ve booked my Forest Holidays break through a third party. How does this affect my booking?
- How is my cabin cleaned before I arrive?
- What should I do if I develop COVID symptoms?
- How is my hot tub cleaned?
- What happens if my break is affected by closures?
- What should I do if my break is affected by government guidance?
- Can I use cash in the Forest Retreat?
- How can I get in touch with a team member during my stay?
Gift vouchers (4)
Making a new booking (14)
- Can I stay for one or two nights?
- Can I bring my dog or other pets?
- Can you accommodate special events?
- What is your policy on cancellations?
- What are your payment terms?
- What is a new refreshed interior?
- Has my payment gone through?
- Can I choose to stay in a specific cabin?
- What is Flexible Amendment and how do I add it to my break?
- What is the cancellation policy?
- Are there activities and extras to book?
- What age do you need to be to book/stay in the cabins?
- Can my break start on a different day?
- Can you accommodate large group bookings?
Managing your existing booking (10)
- How do I check-in online?
- When is my balance/payment due?
- What features of my break need to be paid for at the time of booking?
- Why are you asking for full payment via e-mail when I have already paid in full?
- What happens if my activities aren’t paid for by the time my balance is due?
- Where is my booking confirmation?
- What do I do if I've forgotten my password?
- Can I pay in instalments?
- How do I amend or change my booking?
- I want to do an activity but can't find it when booking?
On-site experience (23)
- Is there WiFi access on location?
- Can I order takeaways at the Forest Retreat?
- Can I make a purchase at the Forest Retreat shop?
- Are dogs allowed in the Forest Retreat?
- Can we hire a bike during our stay?
- Are there any smoking areas on location?
- Is there a restaurant on location?
- Are highchairs available to hire?
- Are the on-location walks wheelchair or push chair friendly?
- Is there a bar on-site?
- Are any members of staff on-location at night?
- Are travel cots available to hire?
- Are there any trained first aiders on-location?
- Are barbecues allowed on location?
- Can I charge my electric vehicle at Forest Holidays?
- Is there a swimming pool on location?
- Can I dine-in at the Forest Retreat?
- Are there any dog friendly places to visit nearby?
- How do I use WiFi calling at Forest Holidays?
- What should I pack?
- Are fireworks or Chinese lanterns allowed on location?
- What is the breakage policy?
- What’s the latest information on Forest Holiday activities?
Registering a profile (2)