Updated – 13/05/2020
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 13th May 2020, we can offer you the following options:
For all guests due to travel before the 3rd July 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 this year or up to the end of 2021, 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.
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 month. 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.
You can cancel your booking and, depending on how you booked, you will receive a full or partial refund.
For all guests travelling between the 4th July and 1st August:
Firstly, please be reassured that no automatic payments have, or will be, taken from guests during these uncertain times until further notice.
Guests with a booking that is due to start from 4th July will not be cancelled at this time and our standard terms and conditions apply.
However, we understand flexibility is important to our guests and some may want to make changes to their booking now, so we are offering as much flexibility as possible to our guests.
- Delay your balance payment
You can delay making any balance payments until nearer the arrival date, however you must decide and pay in full, at least two weeks prior to your arrival date if you would still like to take your holiday.
You can pay the balance of your booking via the automated payment link sent from our system 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.
For more information on what happens when the Government directive is lifted and the parks re-open, please click here
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 email@example.com