Safety on Site
Bookings Promise Safety on Site

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.
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:

  • We will also be operating a strict and thorough disinfecting and cleaning procedure in the accommodation where all staff will wear full PPE including gloves and a mask.
  • 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 9.00am 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 our opening and welcoming guests. All departments have new ways off working to ensure social distancing measures are in place and they are kept safe at all times. We’ve made sure each member of staff is wearing the necessary PPE, which you will notice when you arrive. We hope you like our Hendra branded face masks! 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:

  • Each member of staff will be wearing the necessary PPE.
  • 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

You’re probably familiar with keeping your distance, and queuing at a safe distance when at the checkout in the supermarket. So we have adopted a similar approach throughout the park. You’ll notice there will be signage to help you follow our new social distancing system, and when you are visiting public areas we have a queuing system in place to ensure everyone keeps their distance. We have also spaced out our seating in line with the government social distancing policy. So, just to recap:

  • Social distancing will be in place throughout the park.
  • All guests will be required to keep a safe social distance.

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.
  • An online ordering system – to allow you to pre-order ahead of time!

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 team have been busy training and retraining and we have lots of procedures in place to keep you safe whilst you swim:

  • Both pools will be operated at a reduced capacity to allow for social distancing (Oasis Pools open on 17th May subject to the government road map). This is in accordance with the Swim England guidance.
  • When busy timed sessions will be in place, sessions will be a minimum of 60 minutes.
  • The indoor pool will be open from 10am until 6pm. The outdoor pool will be open 9am until 8pm (seasonally/weather dependent)
  • Changing rooms will be unavailable, however, the toilets and pre-swim showers will be in use.
  • Please turn up ready to swim and use your accommodation for showers and changing after. Post swim showers and hair dryers won’t be available.
  • 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.
  • When using the Oasis Pool, all guests will be required to arrive in their swimwear with towels as the changing rooms will not be in use.
  • Our restaurants and bars will be open however, there will be a reduced number of tables to allow for social distancing. We will be operating takeaway services, using our on-site app!
  • We will be operating a limited family-based entertainment programme, this will be for a limited number of guests
  • Our play parks, skate park, outdoor gym will be open along with the Henry Safari train which will be operating on a limited capacity
  • 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 9.00am on the day of departure to allow our team extra time for the in depth cleaning.

Please remember that our main concern is everyone’s safety, and this may mean that some facilities do not open, or open with reduced numbers. We will do our best to give you the Hendra experience you know and love and will follow Government guidelines at all times. We thank you for your patience whilst we do this.

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