Coronavirus
Updated: 23rd March 2020 at 12:40
Latest information about Coronavirus (COVID-19) and how it might affect your break.
As a responsible family-run holiday provider the safety of our guests and team members is naturally something we've always taken very seriously. We are keeping a close eye on the developments associated with the spread of Coronavirus (COVID-19) in the regular announcements by HM Government. We know this may be disappointing for many guests, but we have decided to temporarily cease welcoming all guests to our Parks until Thursday 16th April 2020.
All our Parks are now closed to holiday guests and we plan to re-open on Friday 17th April 2020.
For the latest official information from HM Government please visit www.gov.uk/guidance/wuhan-novel-coronavirus-information-for-the-public and NHS England at www.nhs.uk/conditions/coronavirus-covid-19.
Our senior management team review all the advice regularly and will be in contact with guests directly as quickly as possible in holiday start date order with the options available - please do not contact us about your booking until you have received the email with booking options from us.
Understandably we're currently receiving a high volume of calls and messages at this time. Therefore, normal two-way conversations via social media or by email regarding affected bookings may not be possible due to the volume of enquiries and availability of staff. If your holiday is on or after 17th April, we kindly ask that you do not contact us at this time as we are currently trying our very best to assist customers whose bookings we have cancelled. We apologise in advance for delays in our usual response times.
The steps are we taking
As part of our standard daily operations we have strict cleaning procedures on our Parks and we always pay particular attention to the public washrooms. Our public areas such as tables and surfaces in all our venues are already frequently santised with commercial cleaning products, as is each Holiday Home prior to the next guests arriving to it. The water in our swimming pools is chlorinated and the water in any private outdoor hot tubs with accommodation is treated with bromine, however there is no evidence that the virus is water borne.
Our team members are actively encouraged to practice 'social distancing' so apologies if we don't get to close, won't shake your hand or interact with you in the way you may have been accustomed to as a regular visitor.
We do encourage both our guests and team members to follow the advice of HM Government and NHS England in particular:
- Wash your hands regularly for at least 30 seconds using soap and water, or an alcohol-based hand santiser if soap and water is not available. The NHS has provided advice on how to wash your hands properly at https://www.nhs.uk/live-well/healthy-body/best-way-to-wash-your-hands
- Maintain good hygiene practices such as using tissues when coughing or sneezing, or your sleeve if you have no tissues, and disposing of tissues in the bin
Questions about your holiday booking
We continue to update our FAQs in this continually evolving situation:
If you're closed, how long is this for?
We have temporarily closed our Parks to holiday guest from 23rd March to 16th April and will be monitoring the situation on a regular basis to determine our plans for opening - we will be sure to keep our guests updated on our plans in the coming weeks.
If we don't want to travel, can we get a refund?
We have temporarily closed our Parks to guests from 23rd March to 16th April 2020. Once our Parks reopen as normal our normal terms and conditions apply.
I'm due to leave after Monday 23rd March, where do I stand?
A team member from your Park will be in touch very shortly with more information on next steps for your break.
We are offering all guests booked with us between 23rd March and 16th April alternative options for their holiday which will be communicated directly to the lead guest by email.
If my holiday is cancelled, can we get a refund?
Guests with breaks between 23rd March and 16th April will have the choice of moving their break to a later date or claiming a full refund. Details will be emailed to the lead guest directly, please do not contact us until you receive this email as we dealing with bookings in arrival date order.
If I booked through The Sun, what about my booking?
Rest assured, your money is safe in a Trust account held by the newspaper promotions and we will send you an email from us detailing the options available to you which includes the opportunity to change the date of your booking.
I'm arriving from 17th April, do you know what is happening?
We know you will appreciate the situation regarding coronavirus is ever-changing and we are doing what we can to offer the best possible options for our guests. We will continue to closely monitor the situation on a regular basis and keep those guests due to arrive on or after 17th April informed of any changes to their holiday in the coming weeks. We hope you understand that whilst we'd love to be able to give you an exact date, we will continue to be led by HM Government guidance to the ongoing situation.
I've been diagnosed with Coronavirus so can I cancel and get a refund?
We have temporarily closed our Parks to guests from 23rd March to 16th April 2020. Once our Parks reopen as normal our normal terms and conditions apply.
If someone is at high risk in my party, what should we do?
We do appreciate that some of our guests may be high risk due to a long-term or serious health problems, and that this can be a very worrying time. Although there is not a ‘you cannot travel’ restriction in place, this now also includes people over the age of 70 and pregnant women. Please call our Sales Support team on 01271 872 390 to discuss your options, you are of course, as above welcome to change your dates of travel. You should also refer to your own travel insurance policy at the soonest opportunity.
If I've got a balance to pay, should I go ahead and pay it ?
The normal terms and conditions apply but we understand you may have concerns. If you choose not to go ahead with your holiday then you'll forfeit your deposit, and the cost of Holiday Safeguard Scheme if you added this to your booking. However, if your holiday has been booked with Woolacombe Bay Holiday Parks you can look at moving your holiday and all the monies you've paid so far to a later date, please contact our Sales Support team on 01271 872 390 who will discuss the options with you.
I don't have your Holiday Safeguard Scheme on my booking, what happens now?
Holiday Safeguard Scheme can only be added at the time of making your booking or paying the service charge element of newspaper promotional holidays, this cannot be added at a later date. If you do not have Holiday Safeguard Scheme on your booking then you should contact your travel insurance provider to see if they will cover you for cancellation.
I'm looking at moving my holiday to a later date, can I do that?
We will be in contact directly with all guests as quickly as possible in holiday start date order with the options available.
We understand that things are very unsettled right now and we're doing our best to give a variety of choices for you including encouraging you to move your booking to a later date when things are likely to be more certain both in all our lives and as to how we're able to operate our holidays. We are not charging any amendment fees to amend bookings.
Understandably we're currently receiving a high volume of calls and messages. We would urge you not to contact us right now, to allow us to deal with customers in arrival date order, we'll be in touch with you as soon as possible.
If I have a Summer Parking pitch, what should I do?
Like our other guests, we will be in contact with you shortly by email with your options, we appreciate your patience.
If there is an outbreak on Park and I'm on holiday, what do I do?
If there is an outbreak on the Park where you are staying, our team will follow the guidelines from Public Health England and our local authorities. Please comply with any additional screening measures that are in put in place.
If you develop symptom that you feel may be Coronavirus (a high fever and/or a continuous new cough) however mild, please kindly:.
- Pack up your belongings and return home
- Leave your key in your accommodation
- Please call Park reception with your accommodation number
If someone is feeling ill at home, what should I do?
If I want to self-isolate, can I do it in a Holiday Home?
Our Parks are not suitable for self-isolation from coronavirus. Therefore you should follow HM Government guidance and self-isolate at home.
It's tough on everyone, how's the team doing?
We have considered our loyal and valued team members who many of them are locals in this decision and we will be doing our best to assist them where we can in this difficult time. We know there are many independent local business who rely on us to make their living and we appreciate this may be also be disappointing for them, we thank them for their continued support to our special North Devon community.
I've been waiting on hold for a long time, why?
We have increased the number of team members in our Sales Support department but they are still totally inundated with calls. We thank you for your patience.
To assist you and all our guests get the speediest service possible in this difficult time for everybody, we kindly request that you do not contact us until you have received an email from us detailing your options.