Frequently Asked Questions
Frequently Asked Questions
Are there site rules I should be aware of before I arrive?
Yes, your group leader should pass along our site rules and conditions of your stay, but please find a link here for our complete site rules.
In particular, all guests should be aware that the site is strictly no alcohol, no pets, and no smoking, including vapes [although a smoking shelter is provided].
Anyone breaking these rules has to leave the centre.
Are your Staff DBS checked?
All of our permanent centre-based staff are checked by the Disclosure and Barring Service. All other staff that are legally allowed are DBS checked as well.
Is there WIFI?
Yes, there is free Wi-Fi available to everyone in the main public areas (lounges, dining room and halls). However, availability is variable and not guaranteed in the bedrooms. There is no Wi-Fi coverage in the wider grounds.
Using the Wi-Fi is subject to accepting our T&Cs and some websites are filtered and restricted.
Wi-Fi might be unavailable if your group leader requests access to be turned off.
Should my child bring spending money?
Yes, but using our onsite shops is decided by your group leader. Please check with your group direct on their advice with regards to bringing money.
If agreeable with your Group leader and requested on the program we have two shops onsite:
- Confectionary shop – chocolates, sweets, crisps, drinks and basic items from £1 upwards.
- Souvenir shop – Pioneer branded toys and merchandise in a range of prices to take away a memory of their visit to the centre.
We accept cash or card payment.
How safe are the activities you offer?
By their nature, all adventure activities may involve some level of risk, which cannot be fully eliminated, and in extreme cases there is a danger of serious personal injury or death. It is important to be aware of the risk and have understood the nature of the activity and consent to your child in taking part. Furthermore, to ensure safety, I understand my child is expected to behave in a responsible manner at all times and must be able to take direction from members of ACUK staff and follow all instructions, or guidance, given.
Exceptionally safe. Each and every instructor is a fully qualified first aider and is rigorously qualified and examined for each activity they run. Instructors are qualified to run a multitude of individual activities as part of their ongoing training and industry standard examination programme.
The centre is licensed by AALA (Adventure Activities Licensing Authority), LOTC (Learning Outside The Classroom) & Adventuremark which helps reassure all visitors of safe and suitable activities.
Risk assessments for each of our activities is available online here.
Do you offer Free Leader Places?
SCHOOLS: Will be eligible for one free teacher place for every 10 paying students.
YOUTH: Will be eligible for one free leader place for every 14 paying young people.
CONFERENCE: 1 free leader place is offered for bookings of 20-100 paying guests and 2 places for bookings over 100 paying guests.
Is adult supervision required?
For every activity group of 12-15 participants 1 adult leader (over the age of 18) is required. The adults remain in close supervision and can aide the instructor’s management of the group and their knowledge and encouragement of participants. For those not participating in activities government recommended ratios are required. Groups remain in ‘loco parentis’ of all their attending children.
Are there age restrictions for activities?
We welcome guests of any age at Pioneer Centre. However, if you wish to take part in certain activities a good guide is you must be 8 years old or over. This is because you must fit a full body harness securely and be able to follow instructions. It is most difficult for all concerned where a child cannot safely participate in an activity and has to be turned away.
In addition, there are various weight, height and medical conditions which would also restrict Guest participation in some activities. Those who are pregnant or suffering from any medical condition including back or heart conditions, might not be suitable. Please seek medical advice before participating the activities team are also happy for anyone to call to discuss any medical/participation concerns you may have.
Do you offer site tours?
Site visits are normally offered to group Leaders who wish to arrange a visit through the bookings process. This can help provide reassurance that the facilities and services suit their groups need and to plan and envision how they would use the facilities available to them.
If your child is particularly nervous about going on their first residential, we recommend that you talk them through the experience and use the videos, site map and website 360 tour to help allay their fears. You are not alone, many of the children that attend have similar anxieties and find the experience challenging. We have vast experience dealing with young people on their first residential. Please talk to us if a site tour is still needed.
We do recommend to all SEN or accessible needs groups to make a site visit. You can find more details of our activities, facilities and equipment on the website here:
To avoid disappointment, please ensure any site tour is booked suitably in advance, as the site is restricted access and staff need to be made available to accompany any visit.
Where will we sleep?
All residential groups will be allocated at least one of our lodges based on the size of the group. Our 7 lodges have multi-bedded rooms with a combination of bunk and single beds (bedding is provided). Every bedroom has the benefit of an ensuite bathroom. Each lodge has a comfy lodge lounge and a small drinks kitchenette.
What wheelchair and disability facilities do you provide?
Pioneer is set on one level, with wide, spacious corridors and accessible rooms. Each lodge has at least one room with a roll-in shower facility in the ensuite bathroom. We have height extenders for our dining tables in the main dining room to allow a comfortable dining experience. We also have a selection of pre-bookable mobility aids including grab rails, shower chairs, raised toilet seats and hoists for anyone that requires additional help.
Who looks after my child at night?
The teacher or group leader will have a room in your child’s lodge to make sure that someone is available 24/7 just in case they wake up in the night. The adult leader is termed to be in “Loco Parentis” which basically means they act in place of the parent. In case of an emergency our highly experienced centre team will also be available to support the school staff / leader in charge.
How are the activity sessions run?
Each activity session is up to 90 mins long (including kit up, safety brief and debreif), with evening group sessions running for an hour. Your activity programme will be sent out to your group leader prior to your arrival. This will allow your group leader to discuss any amendments to your programme with our Activities Administrator.
Do you offer self-catering at the centre?
We are a fully catered centre with an experienced catering team who create over 120,000 delicious meals a year. Therefore, we cannot offer self-catering breaks due to the logistics of the centre.
What is the food like at Pioneer Centre?
Your residential package will include dinner on the night of arrival, with all meals provided through to lunch on the day of your departure, no matter how many nights you stay with us. Our breakfast is a combination of hot items e.g. bacon, hash browns, beans, toast etc with cereal and fruit always available too. Lunch is a two-course hot meal including a main and desert with a hearty two course evening meal. There is a salad bar with salads, pastas and bread for those that don’t wish to have the meal on offer and prefer a lighter option. Our full salad bar is always available for lunch and dinner service.
All meals are cooked on site by our dedicated team of catering staff. We can cater for various dietary needs. e.g. pre bookable vegan and vegetarian options, and medical or religious choices.
Standard mealtimes are 8:30 am for breakfast, 1:00pm for lunch and 6:00pm for dinner.
Do you cater for people with allergies?
Our experienced catering team are diligent in making sure that any pre-advised allergies are catered for in a safe and controlled kitchen environment. We also operate nut-free in our catering and dining room facilities as standard.
To ensure that all our guests can safely visit us without any extra worry, please ensure you report all allergies and special diets in advance of your stay. Further in-depth discussions with our catering manager or supervisor are possible in the case of the most extreme or severe allergies. Please contact your group leader to find out more.
We are unable to cater for preferences.
Does my child need to be able to swim to take part in water activities?
No, our on-the-water sessions are limited to a single raft build activity and for safety, buoyancy aides are worn at all times during this session. It is however necessary to notify your group leader in advance of any extreme fear or apprehension of water so that this can be raised with the instructional staff prior to a session starting.
Why do we have to confirm numbers when completing the booking form?
This allows us to confirm your booking and send a deposit invoice based on the minimum number attending. The parents/carers/guests who have yet to decide to sign up can then be fully incorporated into your main invoice once it is raised. We encourage groups to book the minimum number initially (which is required to secure a lodge) to avoid loss of deposits or cancellation charges closer to the event. The centre will request a maximum and minimum number.
Any adjustment in numbers must be received and agreed in writing. A supplementary invoice is sent out prior to your stay for additional guests. Please try to avoid late increases in numbers as this might effect the activity program/groups.
Do you accept child-care vouchers?
Unfortunately, we don’t accept child-care vouchers towards the cost of a visit.
Can we camp/caravan at Pioneer?
Tented camping is only permissible where a group requires additional bed capacity beyond our maximum number. This is arranged during our booking process and only after the centre is full.
It is therefore not possible to camp, camper van or caravan on our grounds on an individual basis.
Are swimming sessions available? Can we use the lake for baptism?
We are unable to offer swimming sessions or baptisms on the mini lake.
The group leader can request assistance with mobile pools for onsite baptisms with advanced notice, but these cannot be heated.
Where can I find your risk assessments/can I please be sent a copy?
Risk assessments for all our activities can be found on our website click here. In most cases, schools and group leaders will not need to access/copy risk assessments but instead should check our Adventuremark quality badge and AHOEC Gold standard for assurance of safe delivery.
How long can you hold a provisional booking for?
We cannot hold bookings provisionally. If your group makes a general enquiry all availability is supplied at that time only. Where a group begins a booking, this may be held in the system for up to 14 days. To avoid disappointment we highly recommended signing the booking form and paying the deposit. Smaller ‘Holding deposits’ can also be used for additional bookings in the following years which helps groups secure the dates they prefer.
When will my main invoice be raised?
We will contact you 18 weeks prior to your arrival date and request an update on your number of attendees. This alert occurs BEFORE you enter the 16-week cancellation window. Your main invoice will then be raised using your advised number. If we do not hear from you before your main invoice is due to be raised we will issue it based on the minimum numbers indicated on your booking form. For full site exclusive use bookings this time line increases to a 26–week cancellation window.
Can I bring my dog with me?
Unfortunately, we are only able to welcome registered guide and assistance dogs. We are strictly a NO PET site, and this also excludes emotional support animals from our site. Guests with animals must vacate site immediately.
