URGENT INFORMATION FOR GUESTS
Update 13th October
So last night Boris Johnson made an announcement regarding his new plan to combat the coronavirus by introducing local COVID alert levels.
Down here in Cornwall, we are currently at a medium alert level, so the rules around socialising only in groups of 6 still apply, along with the 10 pm curfew. We have been operating with these rules in place for a little while now, our restaurants, bars and venues shut at 10 pm and guests will be required to wear a face mask when entering and walking around, plus there is table service in all areas, with orders being placed through our app ordering system.
The government announcement states that, if the local COVID alert level for the location that you live in is very-high then you should try to avoid travelling outside the very-high alert level area that you are in or entering a very-high alert level area. It also states that you should avoid staying overnight in another part of the UK if you are a resident in a very high alert level area, which means if you are due to stay with us in the coming weeks and you live in a very high alert level area then you will no longer be able to stay with us.
At the moment, the very high alert level areas are, Liverpool, Knowsley, Wirral, St Helens, Sefton and Halton. If you live in one of these areas then one of the team will be contacting you shortly to reschedule your booking.
Important information (15/10/20)
If you address falls within a COVID high alert level then as per the government restrictions you must only come on holiday and socialise with members of your own household or support bubble.
We will not be able to accept bookings or arrivals from areas classed as COVID very high alert level.
Thank you again for your patience.
Update 22nd September
Today the government announced new measures across the UK including ensuring pubs, restaurants and bars are closed by 10 pm each night, the hospitality sector will be restricted to table service only and customers in indoor hospitality will also have to wear face coverings – except while seated at a table to eat and drink.
So, if you’re due to stay with us in the next few days and weeks you’ll find things are exactly the same as they have been over the past few months! When we re-opened we launched a new app ordering system to ensure all our restaurants operated with table service, we’ve always asked guests to wear face coverings inside our restaurants and indoor areas, and it is compulsory that our staff wear them too.
We’re also very proud to be awarded the ‘Good to Go’ accreditation by Visit England and the AA’s ‘COVID-19 Confident’ award for all the safety measures and precautions that we have in place, making our park COVID safe and secure. We hope that all these measures give our guests the extra reassurance that whilst on their holiday, we’re doing our bit to keep them super safe!
We hope to see our next arrivals very soon!
P.s. If you’re due to stay with us during October – we will be releasing details about our Halloween activities in the next couple of weeks, so stay tuned! We’ve got some Spooktacular things planned!
Update 9th September
So although the government last night made an announcement regarding meeting in large groups, we are still awaiting further information and further details.
What we do know is, social gatherings of more than 6 people will now be illegal from 14th September – there is a limited number of exemptions to the rule, including support bubbles that have more than 6 people in them.
So, if you are due to stay with us in the coming weeks, we will ask that you do not stay or gather in groups of more than 6, unless they are all part of your family household or support bubble. If you have a booking with us that includes more than 6 people outside your family household or support bubble than do give us a call and we can change or amend this for you.
According to the government website you can form a support bubble with another household of any size that is not part of a support bubble with anyone else if you live by yourself OR you are a single parent living with children who are under the age of 18.
If you already live with other adults then you can form a support bubble with one single adult household who are not part of a support bubble with anyone else.
Our other safety measures will still remain in place, so please stick to the one way system markers and socially distanced queue markers that we have in place across the park. We still also require you to wear a face covering when visiting any of our public indoor areas, such as the shop, reception, Venue, pool reception and restaurants. Additionally, guests wishing to sit together within our Venue or restaurants will only be able to do so if they are all part of the same family household or support bubble, unless they number six or less.
This does include wearing a face covering when queueing and waiting to be seated in one of our restaurants – it is a government requirement to wear a face covering in indoor places where social distancing may be difficult and where you will come in to contact with people you do not normally meet. You can of course remove the face covering when sitting at your socially distanced table.
We’ve received lots of fabulous reviews so far from guests who have had amazing holidays whilst feeling super safe at the same time – so we will keep doing what we we’re doing, so you can all continue to have that much needed holiday with us!
We look forward to welcoming our next lot of September guests very soon 😊
The Hendra Team
Update 15th August
In line with our stringent Covid Secure procedures and enhanced hygiene standards we have made the tough decision to keep Henry’s Playloft closed until further notice, this is despite the recent Government announcement permitting the opening of soft play facilities from 15th August onwards. On balance we do not believe our indoor softplay area can be operated to the same high 5* standards as our other facilities without compromising our enhanced hygiene standards to be Covid Secure. We are sorry for any disappointment caused, but our decision is with the health and safety of our guests as our top priority.
Update 6th August
As per the government guidance, face coverings are now mandatory in all enclosed areas from 8th August. Which means when you are visiting any of our enclosed spaces at Hendra, such as our reception, shop, launderette, toilet and shower facilities, Oasis reception and arcades, you will need to wear a face covering. You will also need to wear a face covering when visiting any of our bars and restaurants, however, once you are sat at a table to eat or drink, they can, of course, be removed. Anyone under the age of 11, or those with disabilities or certain health conditions such as respiratory or cognitive impairments will not be required to wear one.
Update Thursday 24th July
As you may have heard on tonight’s news, the government has issued new guidance which means that from 24th July, wearing a face covering will be compulsory in any shops, it will also be compulsory to wear a face covering to buy food and drink whilst at a counter, to eat in or take away, from any restaurants, takeaways and café’s too.
So, on your next holiday with us we would require you to wear a face covering when you are visiting the following shops, The Hendra Supermarket and Saltrock. Plus, you will also need to wear one when ordering your food or drinks food from a till in any of our outlets, Marios Pizzeria, The Terrace Bar & Café and The Fish and Chip Shop.
However, with our brand new web app, you won’t even need to visit a till to order your meal and drinks. Our web app works for delivery, takeaway and eating in. Just use your device to order your meals and we’ll deliver it straight to your accommodation or straight to your table!
You will not be required to wear a face covering if you’re dining in, or eating outside, or visiting the Oasis, arcades, toilet blocks or Reception. Anyone under the age of 11, or those with disabilities or certain health conditions, such as respiratory or cognitive impairments will not be required to wear one.
If you are due to be staying with us very soon and you haven’t yet arranged a suitable face covering, we will have some available to purchase at our Reception and also at The Hendra Marketplace.
Plus, we thought we’d take the opportunity to say, this weekend the Oasis Indoor fun pool is opening!!
As of this Saturday you will be able to enjoy zooming down the slides and splashing about in one of the South West biggest fun pools. To keep everyone super safe we will be running the pools at a reduced capacity, which may mean you will have to pop back later if we’ve reached our capacity for that session.
Each session will be 1 hour long and guests will be able to pre book on the day. All you have to do is visit the temporary Oasis Reception (located next to the Terrace) on the day and book your timeslot, then return later with your receipt ready for your swim session. This will be a brand-new system for us, so we will see how this goes and make any tweaks that we need to on the way, see the website for more info! Just so you know, we won’t be opening the blue flume or the river rapids for the time being. You will also need to turn up for your swim in your swimwear as no changing rooms will be open, you will be able to your belongings by the side of the pool.
The indoor pool will be open from 25th July at 10am until 6pm – we can’t wait!
The Hendra Team
Update Thursday 9th July
Firstly, tonight’s announcement from the government is one we have been waiting for, for some time now, and it now means that we can open our indoor fun pool from 25th July, plus we can open our outdoor pool from THIS SATURDAY!
Our lifeguards have already started their re-training and the pool is being heated as we speak, so we have everything ready to go for this Saturday! We will spend some time over the next few days reviewing the government announcement and will let everyone know what that means for the operational side of the pool, however both pools will be operating at a reduced capacity and with enhanced hygiene regimes.
Secondly, as the government have recently announced that they will be reducing the VAT for hospitality and tourism businesses from 20% to just 5% we are very excited to pass this discount straight to our guests, meaning that any new bookings will receive this difference in the VAT rate as a discount from our tariff prices, for a limited time only. Guests with existing bookings will be contacted directly for an update to explain what this change in VAT may mean for their booking.
Thirdly, we have also made the decision to reduce our touring occupancy by 50% – meaning we are now able to partially open the toilet and shower blocks to these guests from 25th July. We will only be opening the toilet and shower blocks for set times during the day, for a period in the morning and again in the afternoon and evening giving us the time we need to deep clean them regularly to our COVID safe and secure standard. This does however, still mean that we cannot accept camping bookings for July and August, but only self-contained touring caravans and motorhomes. We hope you understand and support us on this decision.
Fourth and finally, we have also joined the ‘Eat Out To Help Out’ scheme, so you will be able to use this government incentive at any of our restaurants throughout August!
So all of this, combined with the fact that our (socially distanced) restaurants are open, our play parks and outdoor gym is open, and we are about to start a new-look family entertainment programme things are looking to be much more like the Hendra experience you know and love!
Let’s not forget, our number one priority is still the safety of our staff, our guests and our local community. We have enhanced cleaning procedures in place across every aspect of the park, all of our facilities operate on a socially distanced bases, we have gone cashless across the site and have gone contactless wherever possible. Plus, our site numbers have been reduced by 40% and will remain so throughout the whole season.
Update 30th June
As you may have heard in the news, a local lockdown has been placed on Leicester from 29th June. As a result, we will sadly not be able to welcome guests from these affected postcodes until this lockdown is lifted.
We understand that this is disappointing news and if you are from this area then you will need to rearrange your travel plans as you are now not permitted to travel. We will begin by contacting each guest from the specified Leicester area to cancel or rearrange your booking for another date.
However, if you wish to speak to us in the meantime, our bookings team will be happy to help 01637 875778 – email@example.com.
Update 26th June
We are very much looking forward to welcoming you to the park soon and we are very pleased to be able to say we can definitely open on 4th July.
We will however, be running at a site reduced occupancy and only open to lodge and holiday home bookings, plus touring caravan or motorhomes with self-contained facilities on board. We will not be taking any camping bookings for the period of July and August.
As previously communicated we will not be opening our toilet and shower blocks for July and August. This will be kept under constant review along with all of our site covid secure safety measures.
We are also pleased to announce that our restaurants will be open and operating table service at our Coffee Express Café and The Terrace Bar and Restaurant. We will also be offering a takeaway and delivery service at both of these outlets, plus, you will be able to tuck in to a tasty fish and chips from our on-site Fish and Chips shop. We will also be operating a takeaway and delivery service at Marios Pizzeria. You’ll also be able to stock up on all your essentials in the Hendra Marketplace, which will be open daily with a pre-order and collect service in place to make life easier.
Not only that but you will be able to enjoy an evening drink in our Venue or at our covered deck bar as we will also be operating table service there too!
For the time being Henry’s Playloft, Kids Club and our Oasis indoor and outdoor pools will remain closed, but as soon as we are safe to open them we will! In the meantime though you can book on to our Oasis dry activities and get involved in Panna soccer, hoverball archery and pirate academy!
Our playparks and outdoor gym will be open alongside our arcades – although there will be restricted use and social distancing in place.
The Land Train will also be in operation to take you in to the town, but please bear in mind wait times as they will be operating a reduced service.
Unfortunately, we will not be able to offer any live entertainment at this stage, but we will keep reviewing all guidance and look to launch our normal entertainment programme as soon as we are safe to do so. So, in the meantime we are very excited to announce that Henry, Henrietta, Sacha and the team will be back with a new look family based activity programme – you can expect treasure hunts, challenges and much more! Look out for your pre-arrival email and your welcome pack on arrival with full information about what’s on during your stay, it will also include details on local attractions and places to visit and how to pre-book to make the most of your visit to Cornwall.
Don’t forget to join our Hendra Guests Facebook Group to keep updated on what’s going on before your arrival and whilst you’re on park.
As a local family-run independent holiday park, we are very much looking forward to getting back to doing what we do best, and we hope that we have the support of the local community whilst we do this.
We will be operating on reduced numbers to ensure social distancing, and we have everything in place ready to go to keep guests safe during their stay, if you’d like to find out more about exactly what we have in place, please see our website: www.hendra-holidays.com/safety-on-site
Update 1st June
We are very much looking forward to welcoming you all to the park from the 4th July and have been busy planning enhanced cleaning procedures, contactless services and social distancing measures in all areas to keep you safe during your stay in line with all the latest advice from the relevant authorities.
Due to this current advice, and in prioritising the safety of guests and staff, we cannot guarantee that we will be able to open our toilet and shower block facilities this summer whilst adhering to strict social distancing requirements. So, to give our guests as much notice as possible to consider holiday plans, we have decided to not open these facilities throughout July and August.
This, unfortunately, means we will no longer be able to accommodate certain unit types. Every guest will be contacted by our bookings team within the next five days so please wait for us to contact you to discuss options for your booking.
We know how many guests are waiting to find out what other facilities will be open during their stay, but whilst we don’t yet know exactly what other facilities we will be able open we have responded to guest feedback and we recognise that potentially without our full facilities, including the pool and entertainment, this may not be the break that you are used to, so we will be adding a 10% discount for all guests booked direct as part of our Coronavirus Bookings Promise. This discount will apply immediately and will not exclude you from benefitting from our facilities should we be able to open them during your holiday!
If you haven’t yet added the Coronavirus Bookings Promise to your booking and wish to do so now, please email firstname.lastname@example.org including your full name and booking number in the email and the team will get this added.
Guests booked through Hoseasons or the Sun/Breakfree promotion will receive an update shortly.
To see our full information regarding the Coronavirus Bookings Promise, please click here.
Update 27th May
With lots of guests due to stay with us in the coming months, we know that you have many questions surrounding your booking. Which is why we have created a frequently asked questions page, to include as many answers as we can surrounding your booking and upcoming holiday with us.
With our planned opening date set for 4th July, we are busy behind the scenes getting everything ready for your arrival. Our teams are busy working hard to ensure we are operating an enhanced cleaning procedure across the park and social distancing in all areas, along with new services including an online takeaway/delivery service and swifter check-in process.
We don’t yet know what facilities we will be permitted to open for our guests, or what will be available in the local area, but like many other businesses, we are seeking regular government advice and as soon as we receive guidance we will update guests straight away with any further options also communicated at that time. Thank you for your patience.
Update 10th May
As many of you will be aware today, Sunday 10th May the Government issued it’s ‘conditional plan’ which has meant we have further postponed our opening date to 4th July in line with ‘Step 3’ of the phased re-opening of the lock down. The safety and wellbeing of our guests and team is our number one priority so we will continue to act on the latest advice from the relevant authorities and keep this date under constant review.
Many guests were due to arrive with us in the coming weeks up until this date, so we will be contacting these guests as a priority over the coming week.
We also appreciate guests due to stay with us from July onwards may have questions in relation to their booking. Those guests due to stay with us from 4th July will receive an update from us within the next two weeks.
We thank you for your patience whilst we firstly deal with guests due to arrive prior to this date and also review the Government advice concerning our remaining bookings.
Furthermore, we have temporarily suspended our online booking system up until 5th September whilst we take account of the latest Government restrictions.
As you can imagine our Bookings Team are extremely busy helping customers at this time. In line with the Government guidance, we have reduced our Bookings team to a minimal level, therefore, we have closed our phone lines to focus on the most urgent customer enquiries by email only. We thank you for your patience whilst we respond to messages and assist guests with their holiday plans.
We are monitoring the situation carefully and as soon as anything changes we will update you straight away. Stay alert, stay well, see you soon.
Updated Terms & Conditions relating to new bookings booked after the 8th May can be found here.