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Safety on site

Keeping our guests and staff safe

As a family-owned holiday park, families are at our heart. Their safety along with the safety of our guests, staff and local community is paramount to us. So we’ve been very busy behind the scenes reviewing our 5* procedures and operations to keep everyone safe.

Read below to find out what we have put in place. Also, see here for what to Expect from Hendra in 2021.

We ask that you are understanding of our new ways of working as they are only in place to keep you safe. Please know that our teams are working extremely hard to accommodate guests in any way they can. They will be working very hard in tricky circumstances, so we do appreciate your patience and understanding.

As throughout the country the hospitality sector and supply chain remains subject to service disruption through staff protection and isolation procedures. Whilst our team is striving to provide the best and most consistent service possible, we ask for your understanding and patience during this difficult time as facility and service availability is likely to change at short notice, along with opening times, menu choice and product availability.

Thank you for supporting us whilst we do everything we can to keep Hendra as safe as possible, we hope you still take your own precautions too.

  

Safer Stays Provider, Visit England accredited & AA COVID-19 confident
We’re very proud to have been awarded the Safer Stays badge by Hoseasons for our safe working procedures and social distancing measures. We’ve also been recognised by Visit England for being a COVID safe and secure park, plus we have been recognised by the AA as having the necessary procedures in place making us a COVID safe and secure park.

When you arrive

We want to keep everyone as informed as possible, so before you stay with us, you will receive an email from us with details about your arrival. Each guest will be greeted by a warden when they arrive, and then directed to a carpark where you can complete your check-in by phone. Once you’re all checked in, you will then be notified when your holiday home or pitch is ready. Holiday home guests will be given a time slot to collect their key and welcome pack from our screened reception. How it works:

  • When you arrive you’ll be greeted by a warden and directed to a car park to check-in by phone.
  • You’ll receive a message from us letting you know your keys are ready.
  • You’ll be given a time slot to collect your keys and arrival pack.
  • Check-in will be staggered.
  • You will be handed a newly created guest information pack.
  • Check-in will be from 5pm to give our teams that extra time required to deep clean the accommodation.

Our cleaning procedure

Our reviews are always gleaming when it comes to our cleaning. It’s super important to us and we already employ a strict 5* cleaning procedure. However, we have taken the time to review the procedure and in line with government guidance, here’s what we have in place:

  • We’ve incorporated an additional cleaning rota to ensure everything is cleaned very regularly.
  • All high footfall areas will be sanitised frequently focusing on high touch point areas and public spaces.
  • Sanitising equipment will also be present at all water points.

Enhanced cleaning procedure

We’ve enhanced our cleaning procedure even further to ensure everything is deep cleaned and sanitised regularly. So here’s what we’ve done:

  • Each member of staff will be health checked before each shift.
  • Antiviral sprays will be used throughout all areas of accommodation, including all surfaces, door handles, switches, remote controls, window handles, furniture, all kitchen appliances including cutlery and the drawers, wardrobes and cupboards.
  • Please note that we politely ask that all holiday homes are vacated by 10.00am on the day of departure to allow our team extra time for the in depth cleaning.

So we hope you enjoy your holiday, and feel safe in your accommodation.

Team training

Our 5* teams have spent weeks training, so they are fully prepared for welcoming guests.  Our customer facing members of staff will either be working behind a perspex screen or wearing one of these masks as they are carrying out their jobs. Just so you know:

  • Our front of house team will either be working behind perspex screens or wearing face coverings for your added reassurance.
  • All of our staff will be social distancing.
  • All staff have completed Covid safe & secure training.
  • All staff will be health checked at the beginning and end of each shift.

Social distancing, Face Masks and NHS Track and Trace

Hendra is working in-line with the Government Guidance.

  • Social distancing rules (2 metres or 1 metre with additional mitigations) will be lifted. You should continue to consider the risks of close contact with others, particularly if you are clinically extremely vulnerable or not yet fully vaccinated. Guidance will be updated based on the latest clinical evidence this summer. Please respect that other guests and staff still may want to maintain social distancing.
  • Face Coverings – The legal requirements to wear a face covering will be lifted in all settings. 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. Hendra therefore advises that face coverings should be warn in enclosed public places such as The Venue, Reception, Hendra Marketplace, and when walking around in any of the indoor eateries.
  • NHS Track and Trace – We will still display QR codes for customers to check in using the NHS COVID-19 app, to support NHS Test and Trace, although it is no longer be a legal requirement.

Cashless payments

We want to keep our guests and staff as safe as possible, so that means keeping things contactless! All of our pay points will feature a cashless system, so we would ask that you pay using your card as much as possible. To this end, our on-site bars and restaurants will not be accepting cash, however, the Marketplace, Arcade and Saltrock Shop will take cash but card payments are preferred. This will really help us to stop any handling of cash. With contactless payments, there will be no need to press any buttons and it will be super speedy! You will also be able to pre-order your meals to be delivered direct to your accommodation via our online ordering service, or you will be able to dine in using our table service.

A cashless payment system will be operating in the following areas:

  • Terrace Restaurant
  • Hendra Reception
  • Fish and Chip Shop
  • Marios Pizzeria
  • Venue Bar
  • Deck Bar
  • Oasis Pool Bar
  • Hendra Marketplace – card payments preferred

To help us maintain this please ensure that you bring bank/credit cards with you to use during your stay, thank you.

Service screens

We have installed perspex screens at all of our payment and service points across the site. This will ensure we all maintain a safe social distance and it will allow our customer service teams to deliver that excellent customer service safely and efficiently. We’ve installed:

  • Perspex safety screens have been installed at all pay points for everyone safety.
  • A brand new customer service line – which you can use for any queries you may have on-site.
  • Even after the 19th of July our service screens will remain in place, please respect that staff may still want to social distance. These screens are in place to protect our staff.

Sanitising stations

Our maintenance team have installed sanitising stations at the entrances to all of our main public areas, so please feel free to use these when you are entering or leaving any of our facilities. You will find:

  • Sanitising stations have been installed at the entrances of all of our main public areas.
  • We ask all guests and staff to sanitise their hands before and after entering any facilities.

The Oasis Pools

Our Oasis Pool has a booking system in place. Read more here. The pool is operating as normal though there are some procedures in place still to ensure guest safety and enjoyment.

  • When busy timed sessions will be in place, sessions will be a minimum of 80 minutes.
  • The indoor pool will be open from 10am until 6pm. The outdoor pool will be open 9am until 6pm (seasonally/weather dependent)
  • Pool water chemistry tests will be completed on a more frequent basis to ensure effective disinfection levels are maintained at all times.
  • An enhanced cleaning regime is in place
  • Increased ventilation in operation

Facilities

We have installed hand sanitising stations at each of our buildings, so please use these when you arrive and leave all of our facilities. Just so you know:

  • We ask that all guests use the hand sanitiser provided when entering and leaving all buildings.
  • Our restaurants and bars will be open. We will be operating takeaway services, using our on-site app!
  • Our play parks, skate park, outdoor gym will be open along with the Henry Safari train and Henry’s Playloft.
  • Additional chemical waste and grey water points have been installed across the park for tourer and motorhome users.
  • Please note that we politely ask that all holiday homes are vacated by 10.00am on the day of departure to allow our team extra time for the in depth cleaning.