Last updated: 30 September 2020 (5 pm)
CORONAVIRUS INFORMATION AND EXTENUATING CIRCUMSTANCES POLICY
We know you may have questions about the coronavirus (COVID-19) and what it means for you as a customer.
We believe leisure vehicles are the easiest and safest way to enjoy holidays and keep to the social distancing policy. That being said, there may have to be measures put in place to adhere to these rules and to help keep you safe during your stay with us.
Please read the guidance in the link below on the measures that are being put in place to keep you safe during your stay with us.SOCIAL DISTANCING MEASURES ACROSS OUR PARKS
We are constantly updating our cancellation policy to reflect the most recent developments related to COVID-19 and any official travel restrictions announced by the government. Our aim is to offer you as much flexibility and planning comfort as possible.
The current UK Government guidance states:
'You can still go on holiday outside of the affected areas, but you should only do this with people you live with (or have formed a support bubble with).’
Our standard cancellation policy will still apply.
In light of the Welsh Government’s announcement that Conwy will be going into Lockdown from Thursday 1st October. Unfortunately, our Riverside Touring Park will not be accepting any more arrivals for the time being with immediate effect.
If you have a booking with us at Riverside arriving before the 1st November, you should have received an email from us. As the guidance is constantly changing, all bookings will be dealt with on a week by week basis so we kindly ask that if your booking is after this date to bear with us.
If you have a current booking with us and your home address is located in one of the below areas, please get in touch with the park as soon as possible. They will talk you through the different options available.
- Blaenau Gwent
- Caerphilly borough
- Merthyr Tydfil borough
- Neath Port Talbot
- Rhondda Cynon Taf
- The Vale of Glamorgan
All customers with credit on hold should have received an email confirming any credit that was put on hold with us. The expiry date for this credit has now been extended by 6 months (184 days) to take into consideration the parks' closure period.
To make a booking:
Please contact the park you wish to book and provide your Booking Reference or Postcode. You can view all of our 5 Touring Parks here.
On the 'Contact Details' page when booking online you have the option to login using your email and password. Please log in using the email address that your 'Booking On Hold' email was sent to. If you do not have or know your password, use the 'Reset Password' link which will email you a link to set your password. Once logged in, you can apply the reusable credit on your account to the booking. This will appear on the right-hand side under 'Booking Summary'. If this does not appear, please call the park to make your booking.
More credit than the deposit required?
When booking online, all the credit will be allocated to the booking up to the maximum value of the booking. If you don't want to use all your credit, please contact the park to make a booking.
Credit from multiple bookings?
Only the oldest credit will be used against a booking when the booking is made online. If you would like to redeem credit from multiple bookings, please contact the park to make a booking and they will be able to assist you with this.
All gift vouchers have been extended by 6 months (184 days).
We have credit on hold with you but would like a refund?
We can only refund customers if they had a confirmed booking with us between 22/03/2020 and 04/07/2020 (at a Shropshire park) and 13/07/2020 (at a North Wales Park).
We cannot refund any customers if their arrival date was before 22/03/2020 or after 04/07/2020 (Shropshire Parks) or 13/07/2020 (Welsh Parks).
I am booked to arrive at one of your parks, however, I am travelling from a local lock-down location. Am I still allowed to travel to your parks?
Please see our 'Latest Update' above.
Do I need to bring my own PPE?
It is really important that everyone follows the guidance of regular hand washing with soap and hot water for at least 20 seconds. Whilst we will be providing hand sanitiser at a number of points across the parks, we would recommend that members also bring their own PPE.
Are on-site dog walks still available?
Where possible these will be open. Please ensure social distancing is maintained, and please be considerate of members on neighbouring pitches as you pass by. To share the load, please consider walks off-site.
Will Service Points be open?
These will be open on all of our touring parks, but will be subject to appropriate social distancing measures. Please ensure you wash your hands thoroughly for at least 20 seconds after use and use your own PPE.
Can we still redeem free loyalty nights/ vouchers?
Our remaining balance/ check-in email (sent 48 hours prior to arrival) will ask all customers who want to redeem any free loyalty nights/ vouchers to call the park to pay. Any free loyalty nights or vouchers will be redeemed on your booking, we will then ask you to bring these on arrival. Failure to provide any of these on arrival may alter your remaining balance.
Are day visitors allowed?
We are not currently allowing visitors on-site to meet with other guests. We’re sure that you will understand that this could increase the social distancing burden on staff and other guests during this particular time. In addition, it will create difficulties in being able to provide track and trace data if required. We ask that you arrange to meet any visitors at an offsite location.
Will you be reducing VAT on bookings?
In line with the recent VAT reductions, we are pleased to announce that we have reduced our pitch fees and adult/ child prices. This means that you will only pay 5% VAT on any bookings arriving before 12 January 2021.
This discount has been applied to all existing bookings arriving between 16 July 2020 and 12 January 2021 and will alter your remaining balance payment. If we have received your remaining balance prior to 16 July, unfortunately, we are unable to apply this discount retrospectively.
The discount will be applied to any new bookings arriving between 16 July 2020 and 12 January 2021.
How does the new NHS QR code track and trace system work?
The current Track & Trace system is in use at all of our parks and utilises our booking system in order to minimise the administrative burden on our guests. From Thursday, 24th September, the UK Government will introduce a new NHS QR code system within England & Wales in addition to the current Track & Trace procedure. This new system allows individuals to download a Government App and then scan a code to “check-in” to the venue - We feel strongly that containing outbreaks at an early stage and reducing the ability for the COVID virus to spread is ultimately beneficial to us all and are asking our guests to support the use of the new system.
Do I need to wear a face-covering at the park?
We are asking that all guests entering the reception, shop and other indoor facilities including the toilet & shower facilities wear a face covering, so please remember to bring your own with you.
Can I book with friends?
The law now states that when meeting friends and family you do not live with (or have formed a support bubble with) you must not meet in a group of more than 6, indoors or outdoors.