Any Questions?

COVID-19: Some activities, resort areas, restaurants and communal spaces have been modified, changed, and in some cases closed, as part of our enhanced health and safety measures and in adherence with Welsh Government guidance.To see what's different, view the important details here.

 

 

You can find everything you need to know about your Bluestone stay, from what's included in your lodge to arrival and departure guides, in our frequently asked questions.

If you can't find what you're looking for, or need a little more clarification please get in touch with our Reservations Team, who will be more than happy to help.

Call the Reservations Team or email reservations@bluestonewales.com 

Already Here? 

During your stay our Guest Service team can provide you with any information. They are located in The Booking Office in the Village, Serendome and Bike and Buggy Hire or alternatively you can call the telephone number which can be found on your keycards. 

Top Guest Questions

What's included in my break?

The price of a standard Bluestone break includes accommodation, entry to the Blue Lagoon Water Park and complimentary access to the Serendome and Bluestone Village.

For a full list of what's included in your accommodation, take a look at our handy What's Included guide

Items not included in your break?

The following items are not provided in lodges but some are available on request:

  • Washing machine
  • Cot linen and towels for infants
  • Irons and ironing boards can be requested from the Booking Office
  • Torch
  • Clothes airers available from the Booking Office
Do guests require travel insurance?

We strongly advise you to take out travel and cancellation insurance in case of unforeseen circumstances. You can save 10% when you purchase from our recommended provider Citybond Suretravel

What time can I arrive on resort?

You can arrive from 11am onwards on the day of your arrival and use all of the facilities that Bluestone has to offer. Our arrivals lodge is open 24 hours a day, so don't worry if you can't arrive until the evening.

You will be unable to take your car onto the resort until your check in time (3pm for Ramsey, Skomer and Grassholm lodges, or 4.30pm for other lodge types).

On your departure day check out is at 10am, however, you are welcome to stay onsite until 3pm to use Bluestone's facilities.

Do you allow day visitors?

To help ensure that staying guests on the resort can enjoy our facilities, appropriately following instructions and social distancing measures in line with current Welsh Government guidance, we are unable to accommodate any day visitors.

If guests would like to meet with non-staying friends or relatives it will be necessary for this to take place off site. Thank you for your support and understanding.

Are pets allowed on resort?

While we have many wild and wonderful animals, birds and creepy crawlies living within our 500 acres of Pembrokeshire countryside, we have a no pets policy (except assistance dogs). This has been backed by guests, with 92 per cent saying they would not like to see pets on park.

We fully appreciate that many pet owners would love to have their adorable pets with them during their holiday and while they cannot visit or stay on park, we can recommend some great kennels and catteries locally. Please note that guest bringing their assistance dogs will need to bring their dog's registration documents with them to show on arrival.

Can I choose which lodge I stay in?

Lodges are allocated for you ahead of your arrival. If you would like to choose a specific lodge, you can pay a preference fee ahead of your break. Please contact our Reservations Team on 01834 862400 to book. 

I have a large grocery shop, when can I bring this onto resort?

If you are planning to buy groceries for your break, we advise that you do this before your arrival and unpack the items at the same time as your luggage.

We request that you do not ask our staff for access to the resort after your arrival day as refusal often offends. Also, in the interest of guest safety, we do not allow external deliveries on to the resort or to our private car parks.

We have a number of hampers and grocery delivery options available to book on our website that can be delivered right to your lodge. 

Is there WiFi available on resort?

All accommodation and many areas of the resort have access to WiFi. This is a complimentary service to provide basic internet browsing, social media and webmail.

Although this is a reliable connection, being a free shared connection we can’t guarantee any levels of service, availability, quality or bandwidth etc. The free service will not work for high bandwidth or low latency applications such as video streaming, VPNs, online gaming, large downloads, etc.

For a dedicated, guaranteed bandwidth, take a look at our Premium Wi-Fi offers. 

What do we need to bring with us?

If you forget to bring something with you, don’t worry as most items are available from Newton Stores our Village convenience store. You can also book grocery delivery or hampers online in advance of your stay.

It may also be worthwhile reading our recommended family holiday packing checklist, suitable for your stay at Bluestone. 

Booking A Break

How to book a holiday at Bluestone?

You can book a holiday online with us by selecting the number of guests, lodges and your chosen dates using the break search tool above. You can also call our Reservations team on 01834 862400.

Once you have booked your accommodation you’ll be able to add activities, bikes and buggies and extras to your booking at any time on the website, by simply login into your reservation at the top right of this page. 

Who can help me when I have a problem booking a break?

Our Reservations Team will be happy to help you complete your booking. You can either contact them via our Live Chat, email reservations@bluestonewales.com or call the team on 01834 862400. 

Can I arrive any other day than a Monday or Friday?

Our standard arrival days are Friday and Monday, but we do allow stays of one to seven nights in our studios apartments that accommodate two adults.

If you want to book a standard stay (arriving on a Monday or Friday), but wish to arrive on any other day during the break, this is possible, but your stay would be charged as starting the proceeding arrival day.

What do you class as an infant?

Infants are under 2-years-old. All our accommodation has a single travel cot provided as standard but you do need to bring your own linen for the cot and towels for any infant.

How much deposit will I have to pay?

If booking more than 12 weeks ahead, a non-refundable deposit payment of 35% of the total cost of your break is required to secure your booking. This payment covers the cost of processing your reservation.

You may pay the full cost of your break at this point but the balance will automatically be taken 12 weeks before the start of your break. If you wish for the balance to be taken from a different card or in advance of the 12 week due date, please login to your account on the Bluestone website or contact our Reservation team on 01834 862 400 before the remaining balance due date. 

If booking less than 12 weeks ahead, full payment is required at the time of making your reservation. 

Can I cancel my break?

Yes, subject to a cancellation charge, you can cancel your booking. Please see our section D2 of our Terms and Conditions.

If you’d like to discuss cancelling your break please contact our Reservations Teams on 01834 862 400.

Managing Your Break

Can I change my booking?

Should you wish to make a change to your booking once it is confirmed, we will try to meet your request. Changes are possible 12 weeks or more before your holiday start date. A charge of £35 will be payable for each alteration. Each alteration is subject to availability.

You must select your new start date within 4 weeks of requesting the change, otherwise the change will be treated as a cancellation and a fee will apply. You may only change your holiday start date once. Please note that you will also incur additional changes if the cost of your holiday rises.

Can I change the number of people on my booking?

You can change the number of people in your party providing you have adequate space in your accommodation. In order to do this, log in to your account on the website, or contact our Reservations Team on 01834 862 400.

Can I upgrade my accommodation?

Subject to availability, you are more than welcome to upgrade your accommodation. Please contact our Reservations Team on 01834 862 400 or email reservations@bluestonewales.com and we will get back in touch as soon as possible.

Can I add an extra day to my stay?

Once you have arrived at Bluestone, it is sometimes possible to add an extra day to your stay. However, this is only available during quieter periods and cannot be booked prior to your arrival, and requires 48 hours notice. Once you are on the resort, visit the team at the Booking Office in the heart of the Village who will be able to help you.

Is there a charge for cancelling activities?
If you cancel (activities, spa treatments, bike & buggies and restaurant bookings)
Please note booking of the above is nonrefundable unless the booking is resold. With sufficient notice (a minimum of 48 hours) we will endeavour to transfer the booking to another date/time. All deposits for restaurant bookings are nonrefundable. Please note a valid receipt as proof of purchase must be provided in order for a refund to be processed.

Your Accommodation

Can I choose my exact location or lodge?

Your accommodation will be allocated to you on the day you arrive. If you'd like to specify your preferred lodge, a preference fee can be paid in advance, prior to your arrival (subject to availability).

The preference fee to select specific lodges is: 

  • £75 for a lakeside lodge
  • £50 for anywhere else on resort

We also offer a group discount, where you can specify the resort area (and where possible the lodge number): 

  • £50 for one or two lodges lodges (£75 for lakeside location)
  • £100 for three or four lodges (£150 for lakeside location)

Please call our Reservations team on 01834 862400 to arrange. 

Do you provide bed guards?

We have bed guards available on request throughout your stay. They can be requested either by contacting reservations prior to arrival (01834 862400) or by visiting our Guest Services team in the Village while on resort.

Does the televsion have an HDMI port?

Yes, all of our televisions have HDMI ports (but you'll need to bring your own cable). 

Is there Wi-Fi in the accommodation?

All accomodation and many areas of the resort have access to Wi-Fi. This is a complimentary service to provide basic internet browsing, social media and webmail. Although this is a reliable connection, being a free shared connection we can’t guarantee any levels of service, availability, quality or bandwidth etc.

The free service will not work for high bandwidth or low latency applications such as video streaming, VPNs, online gaming, large downloads etc. We offer Premium Wi-Fi available for purchase at a cost per device (two devices are included with in the price of any guests staying in our St Davids lodge).

The premium service has a dedicated, guaranteed bandwidth for guests which will allow exclusive use of up to 5Mbs internet connection (depending on signal strength) which will be sufficient for high-speed use such as watching TV in HD, streaming video or playing games.

Premium Wi-Fi access is available in limited quantities per break and is on a first-come first-served basis - to book Premium Wi-Fi please log in.

Is smoking permitted in the accommodation?

Smoking is not permitted in any buildings, lodges or apartments. It is permitted only in designated areas. If you smoke within your accommodation, we reserve the right to charge an additional £50 deep clean charge (this also includes E-Cigarettes). 

Do I need to bring my own linen and towels?

Linen and towels are provided in your accommodation, but any additional linen items you may require will be provided at a supplemental charge. To pre-book additional towel packs please log in to your booking online, simply access the Plan Your Stay and book the additional linen packs. Alternatively you can contact our Reservations team by telephone or e-mail.

Are towels and linen replenished during my stay?

Your accommodation will have fresh towels and linen at the beginning of your stay. You can replenish these for a small fee during your stay. Handy tip – Don’t forget to bring your beach towels! You can also book a maid service to clean your entire accommodation - find this under Accommodation Extras.

Are toiletries provided during your break?

Toiletries provided include one hand wash per bathroom and one toilet roll per toilet. Extra supplies can be purchased from Newton Stores in the Village.

Cots and child extras

All lodges and cottages are equipped with a high chair and travel cot (excludes cot linen and towels for any infant). If you require more than one high chair or travel cot, these can be added to your booking (charges apply) by contacting the Reservations Team.

Are you provided cleaning equipment for the lodges?

You are provided with a cleaning starter pack which includes dishwasher tablets, washing up liquid, dish towel, dish cloth and bin bags.

Do you provide a starter pack of basics such as tea and coffee in the accommodation?

As Bluestone is a self-catering facility, no food is provided, however, you can purchase an emergency starter pack on Arrival for only £9.00.

The emergency pack contains milk, orange juice, tea, coffee, sugar and cereal. You can purchase Welcome Hampers on-line via Plan Your Stay  - you will need your reservation number and e-mail address to access this area

Are your lodges for sale?

No, we are a short break destination offering 3, 4 and 7 night stays starting on a Monday or a Friday, or one-night stays in our studio apartments.

Can we bring a put-me-up/blow up bed?

Guests are not permitted to bring additional sleeping arrangements such as blow up beds or camp beds.

Do you allow dogs or other pets in your accommodation?

We do not allow dogs or other pets onto resort or in the accommodation types. The only exception to this is assistance dogs.

Are we allowed a barbecue at our accommodation?

Barbecues are permitted in most types of accommodation except our studio apartments. The use of gas barbecues is prohibited. Disposable barbecues can be purchased from the Newton Stores in the Bluestone Village. 

Resort Information

Do you cater for specific dietary needs, food intolerances or allergies?

If you have any specific dietary needs, food intolerance or allergies and plan to eat at a restaurant or cafe on resort, or attend one of our dine and entertainment packages, then we are happy to cater for you.

Please get in touch with our Reservations team ahead of your arrival and they can discuss your personal requirements. As well as providing you with all the ingredients used on our menus, they will also liaise with the restaurants on resort if you require a dish not currently on the menu. The Reservations Team can be contacted on reservations@bluestonewales.com or 01834 862400.

Do you provide gift vouchers?

We can sell accommodation vouchers for your family and friends to book in a stay with us. If you have a break booked, you can also purchase ‘Me to You’ vouchers which are valid for anything on the resort during your stay with us. Please call 01834 862 400 to book with us and one of our friendly Reservations Team will be able to assist.

We have an electric car, can we charge it on resort?

We have three chargers at Bluestone; two are for cars with a European standard ‘Type 2’ connection, such as Audi, Volkswagen, BMW, Volvo, Mercedes, Porsche, Hyundai and some Renaults. One is exclusively for Tesla drivers, but all are completely free to use! If your car has a Type 1 connection then you will be able to charge your car from our Arrivals building.

What are the resort opening times?

Details of opening times or all resort areas, restaurants, and cafes will be available in your Digital Welcome Pack, which you will be send on your arrival at Bluestone. 

Alternatively, you can contact Guest Services during your stay, who will be happy to provide guidance for you.

When does the resort land train run?

The resort Land Train has been temporarily stopped due to Coronavirus restrictions

Where can we book activities?

We recommend booking any activities in advance, by logging into your account on the website, or by calling our Reservations Team on 01834 862400. 

Once you're at Bluestone, you can also call into the Booking Office in the Village, to check availability and to book. 

Do you have laundry facilities on site?

Our lodges do not have washing machines, and we do not have a launderette on site. We offer an onsite laundry service, for emergency only. Please contact Guest Servies for more information.

Can we bring caravans onto the resort?

No, we do not allow caravans or tents on site. However, if you are staying at Bluestone in our accommodation as part of a touring holiday, you are welcome to leave your touring caravan in the long-stay car park.

Can we bring our own bikes on resort?

You are more than welcome to bring your own bicycles, but please make sure they are kept secure, as Bluestone is not liable for any loss or theft of personal property.

Can I park outside of my accommodation?

You can park outside your lodge when you're unloading your car at the start of your break. When you're finished, you must park your car in the main arrivals car park. 

If you are staying in a cottage or studio in our Village, the area is pedestrianised so you will need to park in the designated areas and then unload your car - you cannot park right outside the cottages or studios.

This excludes Blue Badge holders who can park in the designated areas around the resort for the duration of their stay. 

Do you offer a takeaway service?

Yes, we are now offering a takeaway service from the Knights Tafarn and the Oak Tree, as well as a takeaway drinks service. 

Please read the latest information on reopening Bluestone's food and drink outlets, in line with guidance from the Welsh Government. 

Is there a cash machine on resort?

Due to Coronavirus restrictions we've removed our cash machines and are card only in all outlets.

Do you have a baby-sitting service?

We no longer run this service due to Coronavirus (Covid-19). 

I have an assistance dog, what do I have to do?

Assistance and Service dogs are welcome at Bluestone. Please notify the Reservations Team pre-arrival of any special requirements and present relevant documentation on arrival. There is a designated toilet area and we request that assistance and service dogs wear their harness and coat in all public areas.

How do we access the Blue Lagoon Water Park?

The Blue Lagoon Water Park is free for all guests staying on resort. To access, simply bring your key card with you as this will be required.

Charge To Accommodation

Can you charge to your accommodation?

We no longer provide this service.

Before Your Stay

What do I need to do, before I arrive?

Before you arrive with us, please make sure you fill out all the pre-registration information for all guests in your party. This will make the arrivals process a much smoother and easy process.

Within this please remember to register your vehicle details, and allergy/intolerance information.

If you have booked a buggy, you will also need to carry out our online checks, so we are able to verify your driving licence.

We also strongly advise to pre-book activities, restaurants tables, and lodge extras to avoid disappointment. To do this, simply log in to your booking and go to Plan Your Stay.

What documents do I need before arrival?

1. Your confirmation letter which provides your booking references and directions to Bluestone.

2. Your booking confirmation records and itinerary for any pre-bookings (e.g. activities, spa treatments, bikes and buggies).

3. If you have pre-booked a buggy, you must provide a full and valid UK driving license (an in date photo card will suffice). This must be made available on collection of your buggy.

Arrival and Check In

What's the process for arriving on resort?

Before you arrive, the lead booker must enter all check-in information for your group into your online profile. This includes submitting your car registration number(s), your mobile number, providing details of all guests including food intolerances/allergies, and any additional information we should be aware of.

When you arrive, the check-in process will be quick and simple. We've replaced our usual paper welcome pack, with a new digital format, that includes all the information you'll need for your stay. 

What time can I access my accommodation?

Bluestone has a staggered check-in process, with your check-in time based on your accommodation. To ensure you have the correct time please check your booking.

On your departure day check out for all accommodation types is at 10am. You may incur a charge if you fail to vacate the accommodation by this time. You don't have to go home though, on check out day guests are welcome to stay onsite until 3pm using Bluestone's facilities. 

Where is Buggy Hire?

Buggy Hire is located within our Bike Hire Centre, located near the main Car Park.

You can download the resort map to see where everything is located before you arrive. 

Departure and Checkout

What do we have to do when we leave our accommodation?

There are a few tasks we need you to carry out when departing your accommodation. Guidance for leaving should be in each individual accommodation, and is also provided in the Digital Welcome Pack.

This includes stripping your bedlinen; washing all cutlery and crockery on the hottest glass wash cycle and ensuring all bins are emptied and taken to the bin compound.

Can we bring the car down and if so what time does the barrier open on check out morning?

We will allow car access on the day of your departure to pack up your things; the barrier opens at 5am to allow you to do this and closed again at 10:30am (Monday and Friday).

If your departure date is not on one of our standard departure days, please visit security at the arrivals lodge to make the necessary arrangements. You can then load your belongings for your departure - they will usually allocate you a 1 hour slot to pack and return to the long stay car park.

How do we check out?

We like to make it easy! On the day of your departure pack up your belonging and leave the accommodation by 10:am. When you come to exit the resort from the carpark, simply pop your key cards into the wooden box next to the exit barrier as you leave. 

What time do we have to checkout?

Check out time is strictly 10:00am on the day of your departure, and you may incur charges should you vacate after this time. There is no formal check out procedure and you are more than welcome to use all of the resorts activities and facilities until 3pm.

After Your Stay

Who should I contact if I have left something behind?

Please email lostproperty@bluestonewales.com with details of the lost property and include your contact details.

I experienced problems on my holiday, who should I contact?

If you have an issue about your holiday while on resort, please immediately notify the Guest Relations team during your stay so that we can resolve any problems during your stay.

If, at the end of your holiday, you feel that we have not dealt with your issue satisfactorily, please write to the Guest Services Manager at Bluestone Resorts Limited, The Grange, Canaston Wood, Narberth, Pembrokeshire, SA67 8DE within 28 days of the end of your break.