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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. Our general FAQ are here. 

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

    The legal requirements to wear a face covering will be lifted in all settings from the 19th of July. To help reduce the spread of COVID-19, published guidance will advise that wearing a face covering will reduce your risk and the risk to others, where you come into contact with people you don’t normally meet in enclosed and crowded spaces. With this Government advice in mind, Hendra will encourage face masks being worn in enclosed places such as The Venue, Hendra Market Place, Reception and when walking about in the food outlets, but you do not have to.

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

    All facilities are now open, apart from the Kids’ Club. You do have to pre-book swimming via the webpage here. 

    You do not have to book the Oasis outdoor pool, which is open daily from 10am – 8pm (weather dependent).

    The slides at Oasis Pool and the changing rooms are open.

    You queue for the evening entertainment.

    You can book the Playloft on the day for the day, or just turn up.

    Activities are all running, please see here for details.

  • 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. Additional nights will be charged at tariff rate. It you go home we can give you a credit note to be used within 12 months.
    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. From the 19th of July many restrictions are being lifted, but we are still doing things to keep you safe. 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 our pay points are fitted with Perspex screens to ensure you are safe. While face coverings are no longer a legal requirement, we would still advise you to wear one in any enclosed public area.

    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. All bookings made directly through us include the Coronavirus Bookings Promise which means in the event we must close, 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 reserve a table in the restaurant?

    Please turn up and sit at an available seat, you can order food via the App, but drinks must be ordered at the Bar via the queuing system. If you haven’t got the app yet you can download it from your app store, just search for ‘Hendra Holidays’.

  • 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.
  • How do I book the Pool?

    You can now book the indoor pool webpage here. We will require your Hendra booking reference (6 digits), Surname and postcode. You can start booking 2 weeks prior to your arrival date but you can only book 3 sessions initially.  You do have to book each session separately (so log-in to book one, then again for another). You can book more sessions after a few days. Please email us at bookings@hendra-holidays.com if you are having any issues with this. You do not need to book the outdoor pool.

  • 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. 

  • 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?

     If you have any questions please email bookings@hendra-holidays.com and one of the team will respond within 5 days. 

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