Frequently Asked Questions Paultons Breaks

1. Making a Booking

What is Paultons Breaks?
PAULTONS BREAKS is our own short break programme for customers wishing to visit the park and stay at one of our partner hotels. The short break programme is managed by Holiday Extras Shortbreaks Limited who are experts in providing a first-class service to customers visiting UK theme parks. By booking with PAULTONS BREAKS you gain access to exclusive deals, best prices and the added value that comes from booking direct. For all bookings, Holiday Extras operate a trust account. This means your money will be refunded in the unlikely event of Holiday Extras being unable to provide your break due to insolvency.

How do I contact you?
You can email us at paultonsbreaks@holidayextras.com or call our theme park team on 0800 630 0103 for new bookings or 01303 490 036 for existing bookings (calls charged at a local rate).

What happens if I lose my tickets or voucher before I go?
Your e-mail confirmation voucher will serve as proof of payment for both the hotel and PAULTONS PARK. To request an e-mail confirmation to be resent call 01303 490 036 (calls charged at a local rate).

Can I book at short notice?
Yes, provided we have availability for your chosen hotel, you can book up to the day before you intend to visit the park.

Can I pay a deposit for my Paultons Break?
Unfortunately not. The balance must be paid in full at the time of booking.

Do you have a brochure?
No, we have chosen not to provide a brochure for paultonbreaks.com as we prefer to keep our website totally up to date with the latest prices, availability and information.

How do I book ticket only?
Please visit Paultons Park website at paultonspark.co.uk.

What is the gate price?
For up to date prices please visit: Paultons prices

What is included in the Paultons Breaks package?
Total cost for the whole party includes your Paultons Park tickets and hotel stay including breakfast unless otherwise stated in the 'more info'.

How will I receive my tickets?
Your confirmation will be sent to the email address you enter at the time of booking. The email confirmation will include your print at home tickets with barcodes in a PDF attachment.

What is the ticket procedure for entering the park?
Your email confirmation and PDF attachment will contain your bar-coded Paultons Park ticket/s. Please open the attachment, print the tickets and your confirmation email before leaving home, and take these with you on your trip. On arrival at Paultons Park, simply take the tickets to the turnstiles, where the bar codes on the tickets will be scanned to allow entry to the Park, where your adventure will begin!

Upon entry to the park, is it necessary to pay for the rides?
No, all rides are included in the package price unless otherwise stated.

Have you got any special offers on over the summer?
Special offers can be introduced and withdrawn at any time.

2. Hotels

How do I get directions to my hotel?
This information will be available on your confirmation and there is also a map available on our website. It is your responsibility to bring correct directions or a map with you on your trip, we cannot be held liable for any failure to get to the hotel.

What is the family room layout?
The family room layout differs according to each hotel, all can be found on the 'more info' for the individual hotel when making a booking. Rooms usually consist of 2 double beds or a double bed and a double sofa bed.

Does Paultons have any onsite hotels?
Unfortunately, there are no onsite hotels at Paultons, however there we offer a great selection of hotels within a 13-mile radius.

At what time can I check into my hotel?
Each hotels check-in time varies, please click on the 'more info' option which is available when you select a specific hotel. Your check-in details will also be displayed on your email confirmation.

Is it possible to upgrade our hotel room?
Yes, you would need to do this upon arrival at the hotel and you would need to pay for any additional costs locally. All room upgrades are subject to availability. With regret, Paultons Breaks are unable to guarantee room upgrades.

How do I request a cot in my room?
By calling our Contact Centre on 01303 490 036 (calls charged at a local rate).

Most hotel rooms can accommodate a cot, however, please call our Contact Centre to confirm that the hotel you are booking can accommodate a cot in the room type selected. All cots are subject to availability.

Is parking available at the hotels?
Parking is available at all of the hotels, however, there may be a small charge. Please check the 'more info' section of each hotel.

3. Booking Process

I have not received my confirmation?
If you have still not received this, 24 hours after booking your break, please call us on 01303 490 036 (calls charged at a local rate) and we will ensure this gets re-sent to you.

I do not have email, how will I receive my confirmation?
Please call us on 01303 490 036 (calls charged at a local rate) and we will arrange for your confirmation and tickets to be posted to you.

I am experiencing problems booking online.
Please call us on 0800 630 0103 (calls charged at a local rate) and one of our friendly UK based reservations team will be happy to process your booking for you.

Why has the price increased since my first search?
Paultons Breaks is committed to providing the best choice of product, at great prices, so throughout the season we continually review our products and prices. There are likely to be some seasonal special offers and in some circumstances, prices may go up or down depending on availability. The price of your chosen package will be confirmed at the time of booking but may change if you do not confirm your booking straight after you receive your quote. All prices are subject to change and availability.

How do I make payment?
Full payment will be taken at the end of the booking process by either a credit or debit card. Credit cards are subject to a non-refundable surcharge, which will be notified before confirming your reservation. We accept Visa, MasterCard, Visa Debit (Delta), Visa Electron and Paypal. Both Paultons Breaks and Paultons Park are unable to accept personal cheques.

Please note: Paultons Breaks uses the merchant ID 'hex*paultonsbreaks--' or 'HXPAYMENTS'. Once you have made your booking and payment has been taken from your account, 'hex*paultonsbreaks--' or 'HXPAYMENTS' will appear on your bank account statement alongside the amount taken for your booking.

What are the cancellation charges if I cancel my booking?
Should you or any member of your party need to cancel your booking once it has been confirmed, the party leader must immediately advise us. All cancellations must be made through Holiday Extras and are subject to the conditions and charges (based on the total booking cost):

Within 24hrs of booking - 0% charged before 8pm (or 5:30pm on weekends and bank holidays) on day of booking (unless your stay date is within 24 hours then 100% cancellation fees apply)
After 8pm on the day of purchase and more than 14 days in advance of arrival - 25%
Within 4-14 days of arrival - 50%
Within 1-3 days of arrival - 75%
On the day of arrival - 100%

How can I avoid paying any cancellation charges if I need to cancel my booking?
We are pleased to be able to offer cancellation Protection for a small fee when you book your Paultons Break with us. For just £22.95, our cover allows you the freedom to cancel your booking without penalty and obtain a full refund up to 36 hours before your break. To do this you must contact us by telephone at least 36 hours before the date of your stay.

Can I amend my booking?
Should you wish to make any changes to your confirmed break, you must notify us as soon as possible. Whilst we will endeavour to assist, we cannot guarantee we will be able to meet any such requests. All amendments must be made through Holiday Extras, please call on 01303 490 036 (calls charged at a local rate). Any alteration requested within 24 hours of the date of ticket entrance to Paultons or within 24 hours of the hotel stay will be treated as a cancellation by you and you will have to pay the cancellation charges. Please be aware amendments may incur an additional charge.

Manage my booking

How can I resend my booking confirmation?
Simply go to My Booking at the top of the homepage and choose to resend your booking confirmation straight to your inbox, after filling in a few easy questions about your booking.

If you would like to make amendments to your booking please call our Guest Experience team on 01303 490 036 (calls charged at a local rate) and they'll be able to help you out.

Address of Paultons Theme Park
Paultons Theme Park
Ower
Near Romsey
Hampshire
SO51 6AL

Driving Directions to Paultons Theme Park
Paultons theme park is easy to find and ideally located just off the M27 at exit 2. Paultons theme park is clearly signposted by brown tourist signs on the motorway and main roads.

Bus Travel to Paultons Theme Park
Paultons theme park is easily reached by bus. Catch the X7 Salisbury-Southampton service (runs Mon-Sat except for public holidays). This bus service stops at the Vine Inn, Ower and the theme park is just a short walk down the drive.

On Sundays and public holidays, this bus service is numbered X71 and normally stops at the theme park entrance.

During certain school holidays, some bus journeys will take you directly to the park entrance. For further travel, details contact Wilts & Dorset Bus Company on 01722 336855 or visit morebus.

Train Travel to Paultons Theme Park
Rail travel information is available from National Rail Enquiries on 0845 7484950 (local call rate).
Parking at Paultons: The theme park has its own free car park including disabled parking bays.
Facilities at Paultons: Within the park grounds there are a total of ten eateries and restaurants, all serving a good selection of food, drinks and snacks. There are also disabled toilet facilities.

4. Park

Is the Theme Park accessible for disabled guests?
Paultons Park and Peppa Pig World are easily accessible for guests with mobility problems. The park is mostly flat, with wide tarmac pathways. There are ample disabled toilet facilities around the park. The majority of rides and attractions are accessible to guests with disabilities, with a few exceptions. A comprehensive Accessibility Guide can be requested from the Admissions Kiosk or on Paultons Park's disabled guests page.

Can I hire a wheelchair at the Theme Park?
Wheelchairs are available to hire free of charge. Please pre-book your wheelchair prior to arrival by telephoning 02380 814442. Please be aware that hiring a wheelchair inside the park does not permit free entry.

Are there any height restrictions in the Theme Park?

Some rides do have height restrictions. Children must wear shoes when being measured for height. Please see https://paultonspark.co.uk/attractions/rides for more information.

Are children under 1 metre free?

Yes - children under 1 metre in height (when wearing shoes) do not require a ticket and go free of charge.

Are there any height restrictions in the car park?
There are no height restrictions in the car park. Large vehicles, buses and coaches will be directed to the designated coach parking area upon arrival during busy periods.

Who do I contact if I have lost property at Paultons Park?
Please use the Paultons Park contact us page for further assistance regarding lost property at Paultons Park.

Does Paultons Park cater for alternative dietary requirements e.g. Halal?
When you arrive at Paultons Park, please ask to speak to a Catering Supervisor who will be on duty and they will be pleased to assist. If you have anything that may require some forward planning prior to your visit, please email catering@paultons.co.uk.

Do certain rides close during the year?
Paultons Park and Peppa Pig World is fully closed during January, however, the Park is open on selected dates all throughout the rest of the year! In order to keep all the rides and attractions in the best possible condition for our guests, maintenance work needs to be carried out during the year. Please click here for the full list of rides and attractions undergoing work during 2017/18.