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Coronavirus Frequently Asked Questions

Here's all the important stuff...

Got a query or need some help?

Check out the frequently asked questions from guests below to answer any questions you have around your holiday.

  • Do I need to wear a face mask on holiday?

    Yes, it is a legal requirement that you wear a face-covering when visiting all enclosed public spaces such as our Reception, shop, laundrette, toilet and shower facilities, Oasis Reception, and arcades. You will be required 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, this can of course be removed.

  • What will be open when I come and stay in 2021?

    We plan to open facilities in line with Government Guidance. Please look here for what is open from the 12th of April and then from the 17th of May.

  • What happens if I become ill on holiday?

    If you become ill on holiday and suspect that you are experiencing symptoms of COVID-19 then please call a member of staff to let them know.
    If well enough you may be required to go home, or you will need to self isolate in your holiday accommodation and arrange to get tested.
    If you require any medical advice whilst you await test results, please phone your regular home GP or call 111.

  • What are you doing to keep guests safe on holiday?

    Last year we spent a lot of time changing procedures and updating measures across the park to make everything COVID safe and secure. This was so well received by our guests that stayed with us last year that we have the same procedures in place this season.

    When you arrive you will find all of our pay points are fitted with screens, social distancing signage is in place to ensure a 2 metre distance is maintained in all public areas and a one way system has been added too.
    We have a delivery food service available which means you can receive your food directly to your accommodation and our check-in and check-out procedures will be speedy and involve minimal contact.

    Check out our safety on site page, to find out what we have in place to keep you safe during your stay:
    www.hendra-holidays.com/safety-on-site/

  • What happens to my booking if your park is shut when I am due to go on holiday?

    If we have to close the park due to coronavirus related events we will contact each guest with the options available to them. If you have the Coronavirus Bookings Promise added to your booking then you will be offered a choice of a refund, credit note or alternative dates. If you would like to opt for a change of dates, please note this may increase or decrease the cost of the booking depending on the time of the year that you wish to re book for. Our team will start by contacting those that have booked in date order so please bear with them whilst they do this.

  • How do I book a time slot for the pool?

    The indoor pool will remain closed until 17th May.

  • Can I reserve a table in the restaurant?

    We are operating table service in the restaurant however, it is first come first serve and you cannot book. When you arrive to dine in you will be seated by a host and they will talk you through how to order your meal and drinks via our app! If you haven’t got the app yet you can download it from your app store, just search for ‘Hendra Holidays’. All restaurants and bars will be closed by 10pm.

  • What happens if the area that I live in goes into lockdown?
    If your area goes in to lockdown and you are due to being staying with us during that lockdown period then please check if you can still travel under the restrictions (restrictions vary depending on the region). If you cannot travel then unfortunately we will be unable to accommodate the booking and we will contact you to rearrange your booking.
    If your area goes in to lockdown whilst you are on holiday, then you are welcome to continue your holiday for the duration of your stay, however, you may be subject to additional health checks.
  • Can I book to stay in a caravan with a group of more than 6?

    The government guidance now states that you cannot meet in groups of more than 6 indoors or outdoors unless they are part of your support bubble . So, we cannot accept bookings that do not meet this criteria. In England children do count as part of the 6, though in Wales and Scotland they do not (please check the government website for information).

    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.

    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.

    We would require you to abide by these government rules whilst holidaying with us.

    For full information, please see: https://www.gov.uk/guidance/making-a-support-bubble-with-another-household

  • What facilities will be open when we arrive? What about the entertainment? Do I have to book?

    We are due to open the park on 12th April, from this date we will be able to open to self-catered accommodation, such as holiday home bookings, self-contained touring or motorhome bookings. Unfortunately, our toilet and shower blocks will need to remain closed, so we cannot accept camping or non-self-contained tourers or motorhomes. We will also be operating with reduced facilities as our pool, entertainment venue and soft play will also remain closed. We hope to open these facilities from 17th May as per the government’s roadmap out of lockdown.

  • Can I change my booking to a different date?

    Yes, if you have booked direct with us and have added the Coronavirus Bookings Promise to your booking and it is 10 weeks before you are due to arrive just email bookings@hendra-holidays.com with your name and booking reference and a member of our team will be able to arrange this for you. Dates will be subject to availability and depending on the time of year that you would like to re book, may incur an additional cost. 

  • What happens if I fall ill with Coronavirus or need to isolate and I can’t go on holiday?

    If you have booked direct with us and have added the Coronavirus Bookings Promise to your booking and a member of your booking party falls ill or has to isolate due to Covid-19 we will arrange a credit note for you to redeem another time or alternatively move your bookings to another date that suits you. Medical evidence may be required. 

  • I’ve contacted you asking for a refund but I still haven’t received it?

    Due to the high volume of messages and limited staff, all refunds will be processed 7 days after the intended arrival date. The team will aim to respond to all emails within 5 days. If you have not heard from us within 7 days please contact us again.

  • What is a credit note and how does it work?

    A credit note just means that you will have a voucher to spend with us that will be valid to use for 12 months. We will hold the money for you and you will be able to use it towards your next booking.  

  • I have some questions about my holiday that you haven’t answered above. How do I contact you?

    Due to the fact that we only have a small bookings team and they are dealing with a high volume of messages, they are only contactable via email. If you have any questions please email bookings@hendra-holidays.com and one of the team will respond within 5 days. 

  • Can I book a camping pitch?

    Yes of course – our toilet and shower blocks will remain closed until 16th May, but you can book a camping break after this date.

If your query isn’t listed in our questions list and you require further assistance please do not hesitate to contact us.