Safety on Site

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.

  • How do I add the Coronavirus Booking Promise?

    Our Coronavirus Bookings Promise will be added free of charge to all new bookings made on or after 12th May 2020. Bookings made prior to this date also have the opportunity to add our complimentary Coronavirus Booking Promise by emailing enquiries@hendra-holidays.com at least eight weeks prior to arrival

  • I have a holiday booking with you in the summer. When do I need to pay my balance?

    We have reduced our balance due date from eight weeks to just four weeks prior to arrival. 

    Please note, in the event we do not receive full payment by this time and we do not hear from you, we reserve the right to terminate our contract with you immediately and cancel the holiday booking without a refund. All bookings made within four weeks of arrivals will need to be paid for in full at the time of booking. 

  • What happens if I become ill on holiday?

    If you become ill with suspected Coronavirus whilst on park. Please pack up your things and return home immediately then call us to let us know you have left.

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

    We have been busy over the last few weeks and month preparing the park for your arrival, all of our staff have undergone training and procedures have been put in place across the entire park to ensure upmost safety to our guests and staff.
    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.

  • 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.

  • Can I book to stay in a caravan with my family and another household?

    As we all know the government guidance now states that you can meet in groups of up to two households (your support bubble counts as one household) in any location – public or private, indoors or outdoors. You do not always have to meet with the same household – you can meet with different households at different times. However, it remains the case – even inside someone’s home – that you should socially distance from anyone not in your household or bubble, therefore, we would require you to abide by these government rules whilst holidaying with us.

    For full information, please see: www.gov.uk/government/publications/coronavirus-outbreak-faqs-what-you-can-and-cant-do/coronavirus-outbreak-faqs-what-you-can-and-cant-do-after-4-july

  • What facilities will be open when we arrive? What about the entertainment?

    At this stage we are still seeking government advice as to what we can open. We are offering guests who have booked direct a 10% discount for the lack of facilities. As a minimum, under current guidancewe will be operating takeaway and delivery food options and the Hendra shop will also be operating with social distancing in place.  As soon as we have any more information we will update guests straight away.

  • Can I change my booking to a different date?

    Yes, if you have added the Coronavirus Bookings Promise to your booking and it is more than 4 weeks before you are due to arrive just email changeofdates@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 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.

  • 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 am due to be holidaying with you in June and I still haven't heard anything from you?

    Our bookings team have emailed each guest about their booking. If you have not received an email from us, please email bookings@hendra-holidays.com, please include your name booking reference.

  • 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?

    Unfortunately due to the closure of our toilet and shower blocks for July and August we will not be taking any camping bookings for this period. We will only be accomodating static holiday home bookings and those with fully equipped units that include hot running water facilities.

  • How is Henry Hippo coping in lock down?

    Henry is doing well, he has been getting his daily exercise by performing party dances with Sacha our entertainment manager who lives on-site, you can check out his moves over on our Facebook page!

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