FAQs

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

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.

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. Infants may also be referred to as "tots" on the website and in the booking process.

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. 

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.

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.

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.

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.

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 at the resort, visit Guest Services or call them via the number on your keycard. 

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) and are charged based on location.

Please call our Reservations team on 01834 862400 to arrange. 

Bed guards are provided in all lodges. If you require a bed guard for a studio booking you can request one either by contacting reservations prior to arrival (01834 862400) or by visiting our Guest Services team in the Village while on the resort.

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

All accommodation and many areas of the resort have access to complimentary Wi-Fi.

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). 

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 Plan Your Stay, and book the additional linen packs. Alternatively, you can contact our Reservations team by telephone or e-mail.

You will need to bring towels for the Blue Lagoon Waterpark with you.

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.

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. Cot linen can be purchased as part of your stay.

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

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.

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

We do not allow dogs or other pets on the resort or in the accommodation types. If guests are bringing a Guide or Assistance dog, these are permitted; however, the guest must notify the Reservations Team prior to arrival. A booking procedure is in place with some standard terms and conditions that must be agreed to.

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. Please remember to use the barbecue stand provided.

If you have any specific dietary needs, food intolerance, or allergies and plan to eat at a restaurant or cafe on a 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 the resort if you require a dish not currently on the menu. The Reservations Team can be contacted at reservations@bluestonewales.com or 01834 862400.

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’ voucher, which are placed as credit on your booking and can be redeemed against activity bookings, restaurant reservations, and food and drink purchases.

Please call 01834 862 400 to book with us and one of our friendly Reservations Team will be able to assist.

Yes, we have ten ‘Pod Point’ chargers for the exclusive use of our guests. Use of the chargers is via the Pod Point app, and costs 45p per kwh. The chargers are untethered, so guests will need to bring their own charging cable.

There is no reservation system in place, but we ask that guests only occupy the charging bays for as long as it takes for their vehicle to receive the charge it needs. More guidance on EV charging etiquette can be found here: Electric Vehicle Charging Etiquette | Pod Point (pod-point.com)

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

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

The land train runs between the Blue Lagoon and the Village every day (excluding Mondays & Fridays) from 08:45am to 7:45pm.

The Village - (first departure) :08:45am; then every hour at 15mins and 45mins past.

Blue Lagoon - (first departure): 09:00am; then on the hour and 30mins past. Last drop off is at 7:30pm.

Please Note: The land train will stop over lunch time, with the last pick-up from the Village at 12:45. It will re-start from the Blue Lagoon at 2:00pm.

We recommend booking 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 book activities with our Guest Services team. You can contact them on the number on your keycard, or visit them at one of the Guest Services locations around the resort.

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

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.

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.

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. 

Yes, we offer a range of takeaway and delivery choices. Upon arrival, how to order will be advised in your Digital Welcome Pack

We've removed our cash machines and are card only in all outlets.

We do not offer a baby-sitting service.

Guide and Assistance dogs are welcome at Bluestone. Please notify the Reservations Team before arrival, as there is a booking procedure with some standard terms and conditions to which you must agree. At this time, emotional support animals and other pets are not permitted.

The Blue Lagoon Water Park is free for all guests staying on the resort and does not require booking. To access, simply bring your key card with you as this will be required.

Powered transportation such as e-scooters, hoverboards, go-peds, and powered unicycles are not currently permitted to be used on the resort due to health and safety regulations. The roads and paths are not suitable areas given the terrain, gradients, and the presence of other users including pedestrians, bikes, buggies, and resort service vehicles, and we don’t have a designated area where they can be used

Please remember, it is currently illegal in the UK to use an electric scooter on public roads, pavements, or cycle lanes. Electric scooters can only be legally used in the UK on private land with the permission of the landowner.

No, guests are not able to set up a charging account to their accommodation.

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 just need to watch our pre-arrival video. 

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.

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.

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. 

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. 

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. 

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  washing all cutlery and crockery on the hottest glass wash cycle and ensuring all bins are emptied and taken to the bin compound.

We will allow car access on the day of your departure to pack up your things; the barrier opens at 5:00am 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 one hour slot to pack and return to the long stay car park.

We like to make it easy! On the day of your departure pack up your belonging and leave the accommodation by 10:00am. When you come to exit the resort from the car park, simply pop your key cards into the wooden box next to the exit barrier as you leave. 

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.

Please email lproperty@bluestonewales.com with details of the lost item. Remember to include your contact details and information about your recent break. 

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 or alternatively, email rel@bluestonewales.com