Frequently asked questions (FAQs)
Check in is from 4pm and check out is 10 am (subject to unavoidable delays). We always endeavour to have your property prepared and ready for this time, however, we would ask for your patience and understanding if access to your property may be delayed due to unforeseen circumstances. We also offer early check in and late check out options, talk to our guest services team on 01382 585000 or email piperdamguestservices@awayresorts.co.uk to add them on (subject to availability)
Our hot tubs operate between 34°C and 38°C. If you’d like to increase the temperature, please note that they heat at approximately 1°C per hour. As the jets and heater do not operate simultaneously, we recommend limiting each bathing session to 15 minutes to allow the water to reheat between uses.
For your safety, please avoid consuming alcohol or using glass in or around the hot tub area. Due to our thorough cleaning procedures, your hot tub might not be available on your first night of your stay, though we always aim to have it ready as soon as possible.
You’ll find a full list of Hot Tub Do’s and Don’ts displayed beside your hot tub, please take a moment to review these to ensure a safe and enjoyable experience.
All lodges are equipped with utensils and linen based on occupancy. We also provide one toilet roll and soap per bathroom, plus a starter pack with dishwasher tablets & liquid, bin bags, a tea towel, and a sponge.
For longer stays or if using the pool, hot tub, or sauna, we recommend bringing additional towels and household items such as washing-up liquid, tea, and coffee.
Please note we do not include towels for Swimming Pool, Gym and Sauna use however we offer them for hire at reception for an additional of £2.00.
We have a noise policy and after 11pm until 6am we operate a quiet time, Hot Tubs usage is also not permitted throughout these times.
Some accommodations allow pets. When booking an accommodation, you MUST inform us at the time of booking if you wish to bring a dog or a pet. We will then be able to advise if a pet-friendly lodge is available. If you book a pet-friendly lodge, please ensure that dogs are provided with their own bed.
Please note that pets must not be left unattended at any time during your stay and they are not permitted on furniture and beds. While your lodge may have an enclosed decking area (particularly if it includes a hot tub, this is for privacy), there may be small gaps in the fencing, so we recommend keeping your pet on a lead at all times while on park.
We kindly ask that you clean up after your pet and use the designated dog waste bins provided throughout the site.
Our saunas are operated using a main switch located outside the Sauna, just before entry.
Inside, you’ll find two dials, one for setting the timer and the other for adjusting the temperature. Please note that these are dry saunas and do not require water to be poured over the coals.
Yes, there is a hairdryer in every lodge. You will find this in the master bedroom.
Yes, we have washing machine in our lodges except for the Byron lodges.
Yes, there is an iron and ironing board provided in the lodges.
We have an on-site shop for all those last-minute amenities. The local villages of Muirhead & Birkhill also have a couple of shops which will have all the main necessities. If you need a bigger shop, there is a Tesco Extra and Asda, details of which are included in the welcome pack.
Most of the main supermarkets (Tesco & Asda) deliver shopping straight to your lodge. Please ensure the delivery time slot is after 4pm and you are present to accept food deliveries.
There is Wi-Fi within the main resort and Lochside Lodges only. This is free of charge. All other lodges currently do not have Wi-Fi. Please note due to location mobile signal is very limited please check with your Network supplier.
BBQ’s are not permitted on site within any lodges.
If your child is lost, please notify Reception immediately.
A number of our accommodation run on biomass which operate the heating and hot water. If you have any issues with your heating or hot water please raise this with the park teams and avoid trying to tamper/turn on gas boilers as our team are trained to isolate one system and move over to another seamlessly.
If you experience any issues during your stay, please contact Guest Services as your first point of call on 01382 585000. This allows us the opportunity to resolve any concerns quickly in line with our on-site resolution policy. There is also a QR code on a tent card in all accommodations for you to report any issues.
For assistance outside of normal hours, an out-of-hours contact number is provided on your key and within your check-in information.
After Guest Services close, our Park Safety Team is on hand to assist with any urgent matters. You can reach them directly on 07399 662229.
They are available:
- Monday, Friday & Saturday: Until 7:00am
- All other nights: Until 3:00am
Please don’t hesitate to contact them if you need support during these hours.
