Last updated: 03 June 2020 (4 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.
Please read the guidance below on when we will be reopening our parks and the measures that are being put in place to keep you safe during your stay with us.
Shropshire Touring Parks
Our Shropshire Parks are welcoming arrivals from Saturday 4th July 2020.
(Oxon Hall Touring Park, Stanmore Hall Touring Park & Ludlow Touring Park)
North Wales Touring Parks
Our Welsh Parks will be welcoming arrivals from Monday 13th July 2020.
(Riverside Touring Park & Llanberis Touring Park)
PLEASE READ: In light of the recent guidance provided by the Welsh government, all shared facilities, aside from water and disposal points will remain closed including toilets, shower blocks and laundry. All guests will be asked to use their own individual facilities in their units during the duration of their stay with us. All caravans/motorhomes must have an on-board WC, kitchen and shower fitted to comply with the rules.
To make a booking for dates after 4th January 2021 – please call the park direct who will be able to assist you with your booking.
We know how keen you all are for your next holiday and we can’t wait to reopen our parks so you can all enjoy a change of scenery where you can escape to and relax.
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.
In light of the recent guidance provided by the Welsh government, at our Llanberis and Riverside Parks, all shared facilities, aside from water and disposal points will remain closed including toilets, shower blocks and laundry. All guests will be asked to use their own individual facilities in their units during the duration of their stay with us. All caravans/motorhomes must have an on-board WC, kitchen and shower fitted to comply with the rules.For more information on our social distancing measures, PLEASE CLICK HERE.
You can now make a booking online or by calling the park you wish to book. If the park is still closed for the dates you have booked, you will be notified and your booking will automatically be put on hold for 12 months from your original arrival date. You will then receive an email confirming how much credit you have on hold and how to redeem this against a future booking. Alternatively, you will be eligible for a refund.
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 bookings arriving before or on the 4th July 2020 have automatically been put on hold for 18 months from your original arrival date. Please note: this has been extended from 12 months to take into consideration the park’s closure period during the COVID-19 outbreak. You should have received an email confirming how much credit you have on hold and how to redeem this against a future booking.
Alternatively, you are eligible for a refund. This policy will be reviewed again on this date or earlier if deemed necessary. If you would like a refund, please contact the park directly with your booking reference number readily available.
If your booking was made over the phone or in-person:
Please have your card details to hand. This will be performed for you over the phone.
If your booking was made online:
A refund request will be sent through to our Head Office. You will receive an email once this refund has been performed and the payment will be refunded via your bank appearing under ‘Morris Leisure/ Paterson Enterprises Ltd within five working days.
All customers with bookings arriving after the 4th of July at any of our Shropshire parks are still confirmed and will be going ahead unless stated otherwise. Our general cancellation policy will now apply for any cancellations made.
North Wales parks:
All customers with bookings arriving after the 13th July at any of our North Wales parks are still confirmed and will be going ahead unless stated otherwise. Our general cancellation policy will now apply for any cancellations made.
If you have a booking arriving at either of our North Wales parks between the 4th July 2020 and the 13th July 2020, you have four options:
- We can put your credit on hold for 12 months from your original arrival date.
- You can use your credit to move your booking to a later date.
- You can use your credit to transfer your booking to one of our Shropshire parks.
- Alternatively, we can provide you with a full refund.
This policy will be reviewed again on this date or earlier if deemed necessary.
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).
We have a booking at Riverside Touring Park/ Llanberis Touring Park but can't come if the shared facilities are closed?
We have emailed all customers with bookings arriving at either of these parks before 31st July, notifying them of the closure of these facilities. We will review this situation every week depending on the latest government guidance and inform customers one month in advance of their arrival date. We kindly ask that all customers arriving after 31st July hang fire on making any amendments or cancellations.