FAQs

FAQs

FAQs

Welcome to the Parent Guide!

For additional information and queries regarding Covid-19, please visit our
 
Coronavirus Information page

 

We understand that you will have lots of questions about our Camps, your child’s welfare and a host of other details, so at the bottom of this page are answers to the questions we are frequently asked.  

If you have other questions please get in contact with us via email or call 0330 111 7077 (local rate). For peace of mind, we offer our moneyback Ultimate Guarantee to ensure your child is happy on our camps - see the FAQ's below for more details.

How to book:

  • Online: visit the Location pages to start the booking process or use the green booking bar above
  • Phone: 0330 111 7077 (local rate) please leave a message outside normal office hours

You can book by the day, week or both to give you complete flexibility around your holiday needs. Once you’ve chosen the most convenient location, just select the dates you need on our easy online booking system and then pay by childcare vouchers or credit/debit card.

You’ll also have the opportunity to add extras such as Ultimate Protection Plan and Extended Day Passes to your booking.

Booking and Paying

How can I book?

Booking is easy! You can book online through our website or over the phone by calling us on 0330 111 7077 (local rate). Our friendly customer services team will be more than happy to help you through your booking.

How and when do I pay?

We accept credit/debit cards and childcare vouchers - not American Express though. For your security we use '3D Secure' for online card payments. If you book during an offer, we require full payment at the time of booking. If paying with childcare vouchers, the payment needs to clear in our bank account before the end of the offers. (See below for more on childcare vouchers). Outside of offers, the full amount (card or childcare voucher payment) for all bookings must be paid at the time of booking. See our terms and conditions online for full details.

Can I use childcare vouchers to pay for my booking?

Yes, you can use childcare vouchers to pay for some or all of your Ultimate Activity Camp booking. If you are booking online, just enter the amount that you would like to pay for using childcare vouchers and who your provider is. See our Childcare page for information about the providers we currently work with, but call us if your provider is not there as we should be able to add it. You’ll need to contact your childcare voucher provider to get the payment sent to us - please ask them to put your booking ID as a reference. Please call us 0330 111 7077 (local rate) if you need help.Click here for Childcare Voucher details.

If you are booking within 5 days of the camp date required, you may be asked to secure the booking with a card payment. If you have paid some or all of your booking by card but want to pay with Childcare vouchers, you can do this up until 1 week after the last day of the holiday season you have booked, we will then refund your card accordingly and send you a confirmation email.

What’s your Ultimate Guarantee?

We’re so confident that children coming on Camp for the first time will have an amazing time that we offer our free Ultimate Guarantee. We want children to leave Camp happy and inspired, but if after their first day your child is unhappy with an aspect of how we have delivered camp, let us know and we’ll do everything in our power to make sure the second day is great. If it’s not, we’ll give you a full refund for any remaining days booked.

What if I need to change my booking dates?

We know plans change so you can change booking dates for FREE up to 14 days before your Ultimate Activity Camp booking - as long as it’s within the current season and there’s availability. Changes made less than 14 days prior to the date you would like to change, will incur a £10 administration fee. If you have booked a full week then we can only move the booking as a full week, unless you are happy to pay the difference in price to split into days. You can cancel a booking or part of a booking up to 14 days before the first date of your booking - we will refund all monies paid minus a 35% of the dates you wish to cancel. If cancellation is less than 14 days before the first date of the booking, unfortunately we are unable to refund any monies.

What’s Ultimate Protection Plan (UPP)?

We know that illness and injury are common for children, so we offer the optional Ultimate Protection Plan which means we can refund you for any days missed due to illness, or move your child to new dates in the season if they’re available. We cannot offer refunds for missed days due to child or parent illness unless you take the optional Ultimate Protection Plan (UPP) for the day missed. At only £2.50 per child per day, UPP should be selected at the time of booking or up to 14 days before the first date of your Camp booking. In the event of a claim, all we need is a doctor’s note within 14 days of the illness date (for illnesses greater than 2 days). See our terms and conditions for more information about UPP.

Do you have a waiting list?

Due to the nature of bookings which are continually processed online and via phone. Unfortunately, we do not have the facility in place to offer a waiting list for any fully booked dates. Parents are able to call and check availability however we won’t be able to call out if or when we receive cancellations for fully booked dates.

About our Camps

What time can I drop off and collect my child?

Our normal drop off time is between 8:30 and 9:30am and collection is between 4:30 and 5:15pm. However, we offer an optional Extended Day Pass (EDP) where parents can drop off from 8:00am and collect until 6pm. EDP’s cost £7 per day (includes am and pm extended day) and can be added up to 24 hours in advance. Children with an EDP will enjoy supervised activities to keep them happy and entertained.

Can my child sign themselves in/out of camp?

Yes, children aged 11 years old and over can sign themselves in and out of camp. Parents must scan and post or email a letter with a handwritten signature to grant permission for their child to sign themselves in/out of camp to help@ultimateactivity.co.uk. The letter must include the child’s name, parent’s name, contact details, the time the child is expected to arrive on camp in the morning, the time the child should be signed out and released from camp, which camp location the child is attending and the dates the child is attending the camp. Parents must contact Ultimate Activity Camps on 0330 111 7077 (local rate) if the child has not returned home by the time expected.

Are Ultimate Activity Camps Ofsted registered?

Yes, all our Camps will be Ofsted-registered to ensure we meet National Childcare Regulations. Ofsted review and approve our operating policies and procedures for child safeguarding, staff recruitment and Camp facilities.

What age does my child have to be?

Ultimate Activity Camps are for children aged 4 to 14 years. The Ultimate Activity Camps programme is tailored to each age group and children are also grouped by age to ensure they get the appropriate level of instruction and care, and make new friends of a similar age. At some locations we are unable to offer Camps for all age groups due to the location’s facilities – please check the location pages on our website for full details of Camp details.

Who are your staff?

Our staff are chosen for their experience, qualifications, attitude and passion for working with children. Our managers are either experienced coaches, managers or teachers and are selected for their leadership skills. Our Camp teams are comprised of Lifeguards, Sports Coaches, Art specialists and Early Years specialists to ensure we have the right balance of skills to provide the best quality instruction. All of our staff are selected through a rigorous recruitment process. We conduct Enhanced DBS checks and references on all our staff, and they are all put through our Ultimate training programme. All this means you can be confident that your child is in the best possible hands.

What if my child is nervous about attending Camp?

We know how daunting the first day at Camp can seem to a child, but usually within a short time they are settled, making new friends and raring to go! Our experienced staff know how to welcome new children and make them feel comfortable and confident within their group. Parents are welcome to call the Camp manager during the day to check on how your child is settling in.

What happens if it rains?

We know how unpredictable the British weather can be! We have a varied and exciting wet weather plan which minimises disruption to the timetable and means children keep having heaps of fun. Naturally, some activities including archery cannot take place indoors, but we will endeavour to re-timetable for later in the week.

What if I am late dropping off or collecting?

If you’re running late to collect your child, please call the office on 0330 111 7077 (local rate)as soon as possible so we can inform the Camp manager. We will give your child an Extended Day Pass (EDP) which you can pay for afterwards (£7) which gives you until 6pm to collect your child. If you are later than 6pm, we charge £7 for every fifteen minutes to cover the extra costs of having 2 members of staff staying late.

Can a friend or extended family member collect my child from camp?

Friends or family members that have been authorised by you to collect your child from camp are able to collect. We ask that all parents/ family members collecting children bring the unique booking ID number when collecting, in order to confirm that they are authorised to collect.

What if my child is ill or has an accident on Camp?

At Ultimate Activity Camps we do everything possible to minimise bumps and scrapes, but we have fully trained first aiders on Camp. In the event of a minor accident our staff will attend to your child as necessary. For anything beyond that you will be immediately informed, and in the unlikely event of a serious accident we will inform emergency services. If your child becomes ill on Camp, we will do everything we can to make them comfortable, however it may be in their best interest to be collected from Camp early as we do not have the capacity or facilities to care for poorly children for an extended period of time. We do require that any child who becomes ill on Camp be kept away from Camp for the full duration of their illness and 24 hours after the end of their symptoms.

What if my child has difficulty settling on Camp?

We understand that sending your child to Camp can seem like a daunting prospect, but we employ staff who are experienced at welcoming newcomers onto Camp. Most of the children will be coming on their own and will be looking to make friends, so you and your child are not alone! Each child will be assigned a group leader for the week who you can discuss any concerns with. You can contact the Camp Manager at any point during the day to check on how your child is doing.

What if my child is ill before Camp?

If your child is ill before Camp, please do not bring them to Camp until they are well and have been symptom-free for at least 24 hours. If you have taken out the Ultimate Protection Plan, please contact us to discuss refunds or re-scheduling the booking. Please note if a child does come to Camp unwell, we reserve the right to refuse entry to Camp as we have a duty of care to the other children on Camp not to expose them to potential illness or infection.

When can I find out the timetable of activities for the days that I've booked?

Due to late bookings, weather conditions and changing numbers of children on camp, timetables are confirmed a week beforehand however please note that these will not be published on our website. If you would like to view the timetable please get in touch and we will be happy to email you a copy for your child's group at camp. Our sample timetables are actual timetables from previous seasons and show the mix and type of activities children can expect.

Is lunch provided?

Children need to bring a packed lunch and drink bottle each day. Please be aware that children on camp may have nut allergies – please avoid nuts and nut products in your child’s packed lunch.

Bookings:

What happens if my child has symptoms of Covid-19?

Updated on 30th May 2022. In line with current guidance, if you child has mild symptoms of a respiratory infection such as a runny nose, sore throat or slight cough and are otherwise well they can attend camp. If you child is unwell and would not enjoy their time at camp and have a high temperature they should stay at home and avoid contact with other people.

For more information regarding the latest government guidance and advice, please click here.

What happens if my child tests positive for Covid-19?

It is not recommended that children and young people are tested for COVID-19 unless directed to by a health professional.
If your child has a positive COVID-19 test result they must not attend camp, and should try to stay at home and avoid contact with other people for 3 days after the day they took the test, if they can. After 3 days, if they feel well and do not have a high temperature they can return to camp.

How many children will there be in each group?

This depends on the age of the children:

  • 4 - 5 year olds are in groups of 16 with 1 instructor per 8 children maximum (Please be aware children in Year 1 may be moved to the 6-7 year old age group);
  • 6 - 7 year olds are in groups of 14 maximum with 1 instructor
  • 8+ year olds are in groups of 16 maximum with 1 instructor

If you have any particular queries regarding this, please contact our customer support team on 0330 111 7077.

 

Can my children/siblings be placed in the same group?

Yes, as long as they’re about the same age as each other – usually within 18 months. Please note that some activities have a minimum safe age restriction, therefore we are only able to move 7 year olds up to the 8-9 years ‘Blue’ group if they will turn 8 on or before 31st August. We cannot move children who have not yet started Year 1 in school out of our Juniors Group due to Ofsted Regulations. If you have a specific request that falls outside of these arrangements, please contact us to discuss it further.

Friend requests should be made at the time of booking, or up to 14 days before Camp starts. Parents can add Friend Requests at the time of booking or by calling 0330 111 7077 (standard rates apply) once you've made a booking. Due to the complex nature of Camp groupings, we cannot always guarantee friend requests, but we’ll do our best! Please note we group based on the age spread of children so please do not assume that children will be grouped together if they are the same age of school year.

Which activities will be taking place?

For our 2022 camps we expect all activities to be available including zorbing which was not available in 2020/2021. We may add some measures such as extra handwashing and cleaning, social distancing practices but this will depend on government advice at the time of camps running. For activities with equipment that have high 'handling' use by children (fencing, tennis rackets, combat archery helmets, etc) we will be using sanitising wipes or spray to maximise hygiene on camp. If any of our main activities become unavailable due to guidance requirements, we will inform parents - we will also include updates in our reminder 7 days before your child's first day on camp.

What about swimming?

Swimming will be available to all groups at least twice a week for children that are in for the full week.

Do children and staff have to wear face covering?

The Department of Education are no longer advising children, parents, staff or visitors to wear a face covering either in classrooms or in communal areas. Should anyone wish to wear a face covering for sign in or on camp throughout the day they are encouraged to do so, and we encourage staff, children and visitors to follow wider advice on face coverings if using public transport for travelling to and from camp.

Arriving at camp:

What Covid-19 Measures are in place for Summer 22?

Camps will largely be back to normal, however in line with current recommendations our staff will be carrying out extra cleaning and be vigilant for the signs of a respiratory infection in themselves or the children on camp. Please visit our Coronavirus Information page for more details.

What should my child wear to camp?

As usual, clothing should be comfortable and appropriate for a variety of activities (including sports). In cooler or wet weather please ensure your child has an appropriate jacket as we do like to give children lots of fresh air fun!

Which personal belongings can my child bring?

You should limit the number of items your child brings to camp with them this season. The only items needed are:

  • A healthy packed lunch and refillable water bottle
  • Indoor shoes (if applicable)
  • Hat / Sun Cream in hot weather 
  • Outdoor coat suitable for the weather
  • A reading book for extended day if your child prefers a quieter start/end to the day
  • Swimming kit (if applicable)
  • Medication (if applicable)
  • Coats and bags will be kept together by group, and additional items such as toys, games, and gadgets should not be brought to camp.

If you have a specific query relating to an item you think your child may need outside of this, please do contact our Customer Support Team.

Does my child need to do a Covid -19 test before coming to camp?

No - It is not recommended that children and young people are tested for COVID-19 unless directed to by a health professional.

Will all children be dropped off at the same time and place?

As we have a flexible morning drop off time-frame, we will not be implementing a staggered arrival system. Our camp locations which usually have a separate sign-in area for Juniors will continue to do so.

Whilst there is no requirement to social distance, we encourage parents to continue to do so during sign in and out, while cases remain high. We also continue to encourage that only one family member accompany your child(ren) to sign-in/out in the mornings and at the end of the day. This will help to minimise traffic in the sign-in area and to ensure that social distancing measures can be easily followed. Any medical/anaphylaxis forms will be sent out beforehand (please look out for these in your 7-day reminder email) so if your child is bringing any medication these forms should be brought in on their first day of camp to minimise the time spent at sign-in.

During camp

What happens if my child arrives or becomes unwell on camp?

If your child has symptoms of a respiratory infection, including COVID-19, and appears to be unwell or suffering from a high temperature we reserve the right to refuse them entry to camp as part of our duty of care to the other children and staff on camp. If your child becomes unwell whilst in our care, our staff will take them from their group, make them comfortable and you will be contacted to collect them as soon as possible. Please visit our Coronavirus Information page for more details.

What happens if my child has been in close contact with someone who has tested positive for COVID-19 or somebody in my child’s group tests positive?

If you child has been in close contact or lives with someone who has tested positive for CoVID-19 they can still continue to attend as normal as long as they are well, although we ask you to remain vigilant for symptoms in your child.

Extended Day Passes

We will be offering casual fun activities for children to enjoy within the Extended Day which may include big group games and activities if government guidance allows.
We understand that for some children it can be quite a busy day of activities and so if they would prefer a quieter more relaxed start/end to the day and they have a favourite book or would like to bring in some colouring pencils or pens to use during this time, then we would welcome this.
Extended Day Passes (08:00 - 18:00) cost £7 per day and can be added to your booking up to 24 hours in advance - please just call our Customer Support Team!

After Camp:

What should I do if my child leaves something behind on camp?

If you become aware that your child has left something behind at the end of the day, this should be communicated to us as soon as possible and we will do our best to locate and return any lost items. Anything left at the end of camp will be returned to our Head Office.

Grouping Children on Camp

How many children are there on a camp?

This depends on the location and facilities, and what rainy day options are available that are equally as exciting and fun as fair weather options. Typically we aim for around 24 children for every 2 year age group - e.g. 24 x 4-5 year olds, 24 x 6-7 year olds, etc.

What are your staff to child ratios?

Our overall child to staff ratios on Camp will be 1:8 or better - this figure includes camp manager, lifeguards and additional support staff. Below are our child to staff ratios in the group activities:

- 4-5 year olds 1:8
- 6-7 year olds 1:14
- 8-14 year olds 1:16

Will my child be grouped with children of a similar age?

Each week, all children on camp are divided into groups of children of a similar age to ensure they get the appropriate level of instruction and care, and can make new friends.
Please note that although at most camps we cater for children aged 4 to 14, we cannot guarantee that there will be children of every age in attendance each day. If you would like to check the age breakdown of a specific group closer to the start of camp (particularly if your child is at the youngest or oldest end of the range), please get in touch with our Customer Support Team.

Can my child go in the same group as their friend or sibling?

Easter 2021 Covid 19 Update:
Due to government guidelines to keep children in consistent bubbles through the week, honouring friend requests for Easter camps may not always be possible – we will of course try our hardest as we know it means a lot to the children. If groups of children have requested to be together, we may need to split groups if they are not all in on the same days but will do our best to keep as many together as possible. We know this is not ideal as normally we are able to honour most friend requests.

Summer 2021:
Yes, as long as they’re about the same age as each other – usually within 18 months. Please note that some activities have a minimum age restriction due to our Insurance Policy, therefore we are only able to move 7 year olds up to the 8-9 years ‘Blue’ group if they will turn 8 on or before 31st August. We cannot move children who have not yet started Year 1 in school out of our Juniors Group due to Ofsted Regulations. If you have a specific request that falls outside of these arrangements, please contact us to discuss it further.
Friend requests should be made at the time of booking, or up to 14 days before Camp starts. Parents can add Friend Requests at the time of booking or by calling 0330 111 7077 (standard rates apply) once you've made a booking. Due to the complex nature of Camp groupings, we cannot always guarantee friend requests, but we’ll do our best!
Please note we group based on the age spread of children so please do not assume that children will be grouped together if they are the same age of school year.

Camp Activities

Which activities are included in the price?

All timetable activities are included in the price, so you know your child will be able to try every activity scheduled to run each day. The full range of activities we offer is so extensive that one day just isn’t long enough to run all of them every day but most of them will be offered through the course of a week. We do occasionally have to change an activity from a timetable due to weather or other unforeseen circumstances, but we’ll try to re-timetable them as soon as possible.

Are all activities available at every location?

Activities available depend on specific location facilities. Please see the location pages for more detail.

When can I find out the timetable of activities for the days that I’ve booked?

Due to late bookings, weather conditions and changing numbers of children on camp, timetables are confirmed a week beforehand however please note that these will not be published on our website. If you would like to view the timetable please get in touch and we will be happy to email you a copy for your child's group at camp. Our sample timetables are actual timetables from previous seasons and show the mix and type of activities children can expect.

How often will my child swim?

If the location has swimming facilities available, we aim to run swimming sessions for each age group at least twice a week.

What does the swimming session consist of?

The swimming activity is a structured session. To start with, children will undergo a short assessment with the lifeguard to assess their swimming abilities. This consists of a swim across the width of the pool; children may use armbands or floats, which are provided. If the children have any swimming aid that they particularly like to use, they can of course bring this along with them.
The instructor coaches the children through working on skills and enjoying games together. There are always at least two members of staff during a swimming session – one of whom is a fully-trained lifeguard. For children under the age of 8, we will have one instructor in the pool and one on poolside, along with the lifeguard.

What to Bring

What should my child wear?

Children should come to Camp ready for an active day. We recommend comfortable, sporty clothes (i.e. tracksuit bottoms and trainers) and a sweatshirt/jacket for outdoor activities. We cannot be responsible for damage to any clothes so please do not send children in their best. We require children to be in long sleeves and trousers with covered toe shoes for motor quads. Please ensure clothing is clearly labelled in case any items should be mislaid.

What should my child bring?

- Children should bring a healthy packed lunch with morning and afternoon snacks especially if you are dropping your child off early or picking them up late, this should include an ice block as we do not have facilities to refrigerate food. Please be aware that children on camp may have nut allergies – please avoid nuts and nut products in your child’s packed lunch.

- Refillable water bottle that the children can take out with them throughout the day (we supply drinking water for them to fill their bottles).

- Where swimming is available, bring swimming kit (including a towel) every day in case swimming is timetabled for your child. We will supply all swimming aids, (armbands and floats), however if your child has specific swimming aids that they are used to they are welcome to bring those with them – clearly marked with their name.

- Please also pack sun cream for your child, preferably applying it before they arrive on Camp, although we cannot apply sun cream directly to your child, we will remind them throughout the day to re-apply. We also recommend bringing a cap or sunhat during hot weather.

- In order to help us return lost property please ensure everything is named where possible.

What shouldn't my child bring?

- Money is not required on Camp

- Please do not bring portable electronic devices (e.g. Mobile Phones, iPads, Nintendo Switch, etc.). They will not be needed on Camp and we cannot be held responsible for anything going missing or being damaged.

Can I pack nuts into my child's lunch?

In line with schools, we operate a nut-free policy on camp and ask that you do not pack any nut products or nut-based products. Please see below for some examples of what not to pack.
• Packs of nuts
• Peanut butter sandwiches
• Fruit and cereal bars that contain nuts
• Chocolate bars or sweets that contain nuts

Specific Needs

What if my child needs extra help?

We aim to be as inclusive as possible with an ‘open to all children’ policy. If your child requires extra support, please email or call us to discuss your child’s specific needs on Camp so we can ensure they are able to fit into the Camp programme and whether any special arrangements need to be made. Although we cannot provide additional staff for any children, we are happy to allow a child’s carer on Camp subject to standard DBS checks, as long as this doesn’t affect the enjoyment and participation of other children in the group. We may also be able to help find suitable additional 121 support staff - please note we need 6 weeks advance notice to do this.

What if my child has a medical condition?

At the time of booking, please give us as much information regarding medical conditions and medication as possible in order for us to appropriately care for your child during their time on Camp. We may require you to fill out additional information prior to Camp, but we will send these out with your confirmation email. All information you provide at the time of booking will be with our staff on Camp by the time you arrive for your first day. Please note we will only administer medication that is prescribed for that child by a health professional.
Please note all prescribed medication must be in date.

What if my child uses an Epi-Pen?

If you require your child to have an Epi-Pen on Camp, we will ask you to complete an additional information form about the allergy upon arrival. Although we have qualified first aiders on Camp, in accordance with Ofsted guidelines, on your first morning we will ask that a medical professional (or you if a medical professional is unavailable) demonstrate the use of the Epi-pen to our Camp Manager, your child’s group leader and our first aider so that both our staff and you are completely comfortable before your child’s first day.
Please note all prescribed medication must be in date.