Frequently Asked Questions

Updated – 31^st March 2020

Our customers, our employees and our wider communities are our top priority and at the heart of all the decisions we make. We are diligently following guidance and best practices from the Government and NHS, amongst others, and adapting to meet these guidelines.

We would like to thank all our customers for their patience and understanding during this unprecedented time. We fully understand that you may have concerns about how the current COVID-19 situation will affect your holiday. Whilst we are working remotely, on a reduced staffing level at the moment, we are still striving to offer a great customer service and will do our best to answer any queries or concerns you may have.

Bookings affected by Coronavirus

As of 31^st March 2020, we can offer you the following options:

For all guests due to travel before the 30^th April 2020, who are affected by current holiday park closures and travel restrictions as ruled by Government Directive: 

• Reschedule your holiday with a FREE early check in and late check out 

You can move your dates to any other date within the next 18 months, subject to availability. If the seasonal prices differ from the amount you have already paid, the difference will either be added to your booking or a refund issued. Our standard Terms and Conditions would apply to the moved booking.

We will also add on a FREE early check in and late check out (worth £40.00) to your future booking to say thank you. This means you can now arrive from 2pm and check out before 12pm.

• Hold your payment
  We can keep a credit on your account for you to use on a future booking. The credit is valid for bookings in both 2020 and 2021. Please note though, you will need to place your booking within 12 Whilst it is preferable your booking is moved to the same accommodation, this is not essential and you can choose an alternative property and park if you would like to.  If the seasonal prices differ from the amount you have already paid, the difference will either be added to your booking or a refund issued.
• Cancel your booking
  You can cancel your booking and receive a Depending on how you booked, you will receive a full or partial refund.

 For all guests travelling after 1^st May 2020

Guests with a booking that is due to start from May 1st or later will not be cancelled at this time. We will be reviewing the situation weekly and advise you of any changes as soon as possible. However, we understand flexibility is important to our guests and some may want to make changes to their booking now, so we have also adapted our standard booking terms and conditions to offer this flexibility.

As of 31^st March 2020, we can offer these guests the following options:

• Reschedule your holiday with a FREE early check in and late check out 

You can move your dates to any other date within the next 18 months, subject to availability. If the seasonal prices differ from the amount you have already paid, the difference will either be added to your booking or a refund issued. Our standard Terms and Conditions would apply to the moved booking.

We will also add on a FREE early check in and late check out (worth £40.00) to your future booking to say thank you. This means you can now arrive from 2pm and check out before 12pm.

• Hold your payment
  We can keep a credit on your account for you to use on a future booking. The credit is valid for bookings in both 2020 and 2021. Please note though, you will need to place your booking within 12 months.  Whilst it is preferable your booking is moved to the same accommodation, this is not essential and you can choose an alternative property and park if you would like to.  If the seasonal prices differ from the amount you have already paid, the difference will either be added to your booking or a refund issued.

For all guests due to pay their balance

Firstly, please be reassured that no automatic payments have, or will be, taken from guests during these uncertain times. We are aware current circumstances are frequently changing and it is completely up to you to decide whether you should travel. Because of this, we have adapted our Booking Terms and Conditions.

• Reschedule your holiday 2020/2021

You can move your dates to any other date within the next 18 months, subject to availability. If the seasonal prices differ from the amount you have already paid, the difference will either be added to your booking or a refund issued. Our standard Terms and Conditions would apply to the moved booking.

We will also add on a FREE early check in and late check out (worth £40.00) to your future booking to say thank you. This means you can now arrive from 2pm and check out before 12pm.

• Hold your payment

We can keep a credit on your account for you to use on a future booking. The credit is valid for bookings in both 2020 and 2021. Please note though, you will need to place your booking within 12 months. Whilst it is preferable your booking is moved to the same accommodation; this is not essential and you can choose an alternative property and park if you would like to.  If the seasonal prices differ from the amount you have already paid, the difference will either be added to your booking or a refund issued.

• Delay your payment

You can delay making any balance payments until nearer the arrival date, however you must decide and pay in full, at least three weeks prior to your arrival date if you would still like to take your holiday.

• Make payment

You can pay the balance on the due date. However, if the Government directive of non-essential travel is still in place and the park is closed, we will be in contact with you to discuss the options available to you at the time.

STAY IN TOUCH WITH US

We hope that we have offered options to suit all outcomes. Our guests are very important to us, and we want you to be happy with the outcome, in these extraordinary times.

Please be assured that we are here to discuss any worries you may have, and hopefully put your minds at rest.

Please feel free to contact us in the first instance, by email at info@2cholidays.co.uk

You will receive a welcome letter explaining about checking in and key collection. We operate a key safe system. The code will be sent to you via email a week before your arrival, with full holiday home details included.

All holiday accommodations come supplied with duvets and pillows as standard but no linen or towels. Linen (duvet covers, sheets and pillow cases) can be supplied and beds made up ready for a £50 fee. Please note towels are not supplied even if you select this service.

As the accommodation is self catering we do not provide any cleaning items etc so we do advise that you take your essentials, such as washing up liquid, tea towels, dish clothes, toilet rolls & bin bags, should you not want to purchase them whilst you are away.

Where park passes are required, they can be purchased from the reception on your arrival. Sadly, we are not able to provide these for you, so please be aware these are not included in the price of the holiday.

There will be a loyalty card in the holiday home upon your arrival. Every time you book with us, you can tick a box. Once all 10 boxes are ticked you will qualify for a free 3 or 4 night off peak stay in one of our selected holiday homes. You can also tick a box when you recommend us to friends and family, and they make a booking with us. The £50 voucher is emailed to you following your stay, to say thank you for leaving the holiday home in good order.

Provided that the holiday home is left in good order after your stay, we will send you your £50 2cHolidays voucher via email 7 days after your departure date. This voucher code can be used with any of our caravans year round (subject to availability and at the discretion of 2cHolidays) for a 3 night MINIMUM stay. Use the discount code at the booking stage to apply the discount. Please note, this code cannot be used in conjunction with any other offer or discount code and the booking will need to be made directly with 2cHolidays and not a third party booking agent.

As holidays should be paid in full within 6 weeks of your arrival, any late bookings do need to be paid in full at time of booking. The easiest way to pay for these holidays, is either online when booking, or over the phone using a credit or debit card.

Both long and short breaks are available with 2cHolidays. We accept any bookings for 2 nights or more.

At 2cHolidays we categorise all of caravans as gem stones.

If you see a caravan that you are interested in, make sure you look at the name to know the price. It will either be:

• Diamond plus
• Diamond
• Ruby
• Emerald
• Sapphire
• Topaz

Diamond Plus is one of the new, top of the range caravans with added luxury. The grading then goes down to a more basic caravan, still in good condition but will be one of the older models, and classed as a Topaz on the website. The other caravans are between the two. The prices reflect the standard of caravan. All our caravans are either 6 or 8 berth. A 6 berth has two bedrooms and a sofa bed, and an 8 berth has three bedrooms and a sofa bed.

By booking with 2cHolidays you will benefit from the vast choice of holiday homes available. You are able to view the amenities and choose the holiday home that is right for you. We take great pride in offering first class customer service, and will do everything we can to ensure you have the best holiday possible.