29/07/2025
Dear Owners,
I wanted to take a moment to talk about something that’s come up recently — access to our Owners’ Lounge and outdoor pool. There’s been a bit of confusion, and in some cases, even a little confrontation around this topic. So I thought it would be helpful to explain things clearly, from our point of view, to ensure everyone is on the same page.
Over the past few weeks, I’ve spoken with other parks in the region to understand how they manage access to their owners-only spaces. What’s clear across the board is a consistent approach: children under 16 aren’t allowed in the Owners’ Lounge unless they’re accompanied by an adult. This isn’t about being strict for the sake of it — it’s about safety, fairness, and creating an environment that works for all our owners.
I know some of you have asked about the main pool, where competent swimmers aged 8+ and non-swimmers aged 14+ can use the facility without an adult in the water. That’s true — but it’s also expected that a parent or guardian is present and taking responsibility while their child is swimming. In other words, your child might not need you in the water with them, but they do still need you close by and available if needed.
We want your families to enjoy every moment here — that’s why you chose ownership with us. But we have to balance fun with responsibility. Our team aren’t trained childminders, and we’re not registered as a childcare provider. That means we can’t be responsible for unaccompanied children in our owner-exclusive areas.
With that in mind, we’re introducing a clear and consistent policy that puts safety and common sense first, in line with approaches from other parks and our company policies and procedures:
Children are welcome to use the outdoor pool, just like they would any other pool on park, in line with the same rules. However, a responsible adult must be on site and available. If you’re enjoying the beach, exploring Porthmadog, or off-site entirely, we ask that your children are not left in the owners’ pool during that time.
The Owners’ Lounge and its outdoor seating area are reserved for guests aged 16+ if they are unaccompanied. If your children are under 16, we kindly ask that they are only in this space when with an adult over 18, unless only for passing through to reach the outdoor pool.
Everyone using these facilities, including children must have a valid Owner or Friends & Family pass with them. Our team may carry out spot checks from time to time to help uphold this standard and anyone not able to produce a valid card (digital included, but not a screenshot) will be asked to leave.
Finally, and importantly, respectful behaviour is a must. Anyone causing disruption or behaving inappropriately may be asked to leave the facilities — as you would reasonably expect.
I hope this helps clarify our approach. We’ve done our best to find a fair balance — one that keeps safety at the forefront, stays in line with best practice, and still allows your family to make the most of the fantastic spaces we have here. This will also be emailed out to all owners in the next few days and put up as a poster in the Owners Lounge
Thank you for your support and understanding.
Warm regards,
Tom
General Manager, Haven Greenacres
