As frequent visitors to Center Parcs, our family has enjoyed many wonderful stays over the years. Our wider family have been frequent visitors for years and since our eldest was born in 2020 we've been averaging 3 trips to Center Parcs per year. However, our recent experience has left us feeling disappointed and compelled to share our story as a warning to other holidaymakers.
The Booking
In April 2023, we excitedly booked a Winter Wonderland stay at Bilberry Wood in Center Parcs. Number 84 to be specific. Having just enjoyed a fantastic holiday staying in this exact same lodge in November 2022 (I fondly remember watching World Cup games from the lodge), we carefully selected the same accommodation for its prime location near the Village Centre.
We found the location perfect for nipping to the Village Center with the little ones and we didn't have to contend with hills while pushing the prams.
We were looking forward to recreating those magical moments from 2022 with our children and relatives (and across the households 2 more little ones have been born since our stay in 2022).
We found the location perfect for nipping to the Village Center with the little ones and we didn't have to contend with hills while pushing the prams.
We were looking forward to recreating those magical moments from 2022 with our children and relatives (and across the households 2 more little ones have been born since our stay in 2022).
The Unexpected Change
Fast forward to September 2024, as we prepared to pay the balance for our upcoming holiday. To our shock, we discovered that our lodge was actually one in Three Oaks - a completely different area of the park, right on the outskirts up a big hill. Panic set in, had we made a mistake with our booking? Nope, Center Parcs had changed it and here is where things went wrong:
- No personal communication: Center Parcs made no attempt to call us about this significant change. No voicemail, no personalized outreach.
- Easily missed email: While they did send an email in April 2024, it was disguised as a 'new booking' confirmation. As frequent visitors (we had another trip to Whinfell planned for May 2024), this email got lost among the numerous other Center Parcs communications we receive. And at first glance its for the same holiday we had booked, the only difference is below the fold it shows the lodge as one in Three Oaks.
- Lack of clarity: The email didn't explicitly highlight that this was a major change to our existing booking. It appeared as just another confirmation email.
The Disappointing Response
When we called Center Parcs to address this issue, their response was disheartening. They essentially told us to "suck it up," citing their Terms and Conditions which apparently allow them to make such changes at their discretion.
This response felt particularly harsh given that:
- We had booked this specific lodge almost 18 months in advance.
- We had already made plans and booked activities based on the original location - bear in mind this planning is around nap times and needs of 4 kids ranging from 1 to 4 years old)
- During our May visit, we had even shown our young daughters where we'd be staying "when Santa comes to Center Parcs."
Lessons Learned and Advice for Fellow Center Parcs Guests
As much as it pains me to say this after over 12 wonderful family holidays at Center Parcs in the past four years, here's my advice to fellow guests:
- Be extra vigilant with Center Parcs emails: If you have an active booking, scrutinise every email from Center Parcs, even if it appears to be a standard booking confirmation. These changes can be made at their discretion and have a profound impact on your stay.
- Act quickly: If you notice any changes to your booking, contact Center Parcs immediately to discuss your options. Unfortunately for us we didn't notice this change until a few weeks before our planned trip and there was little alternative we could make (other than cancelling).
- Manage expectations: While we've had many fantastic experiences at Center Parcs, be prepared for the possibility of disappointment. The company's Terms and Conditions give them significant leeway to make changes.
- Consider travel insurance: Look into insurance options that might cover you in case of significant changes to your booking.
Final Thoughts
This experience has certainly changed our perception of Center Parcs. While we've had many wonderful memories there, this lack of consideration for long-standing, frequent customers has left a bitter taste. We hope that by sharing our story, other families can be better prepared and hopefully avoid similar disappointments.
Remember, a holiday is more than just a booking - it's about the memories you plan to make. When those plans are changed without proper communication or consideration, it can have a real impact on families like ours.
Have you had a similar experience with Center Parcs or other holiday providers? We'd love to hear your stories and any additional advice you might have for fellow travelers.
