Customer Health Information: Coronavirus Update

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Previous updates :

Important update

Published at 14:30 Tuesday 23rd June

We are delighted to announce the Government has confirmed our holiday parks can re-open on Saturday 4th July. This is wonderful news for the Millions of Brits that have waited patiently for the opportunity to get away and enjoy the great British coast or countryside.

Unfortunately the Government has stated that we are unable to operate swimming pools or provide live indoor entertainment at the moment. Whilst these services are unavailable, we will be providing guests with FREE Superfast Internet in your accommodation, which will be available on up to 10 devices.

We have been working hard for the last 3 months to make sure our parks can provide a safe and secure environment for you to relax, unwind and enjoy some fresh air. We have made some changes to the way we operate to ensure the highest standards of cleanliness and have introduced many hygiene protocols and of course, will be ensuring social distancing is maintained on our park and especially in our indoor facilities.

• Check-in will be from 4pm and conducted either outside or in a strictly controlled reception area
• Your accommodation will be thoroughly cleaned before your arrival and then sealed so you can be sure nobody has been inside
• Bed linen will be provided in poly bags to further reduce the risk of infection
• Hand sanitising stations will be available at the entrance to all facilities and notices will remind people of their obligations for the safety of our staff and other guests
• Some of our facilities will see restrictions or limited services but details of this will be explained to you in an e-mail before your arrival

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Information about holiday bookings

Published at 11:00 Wednesday 3rd June

Due to coronavirus restrictions, new bookings will only be taken with an arrival date on or after 4th July. If you have a booking due to arrive on the 3rd July, we will be in touch to discuss your options on or before the 16th June. 

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Information about holiday bookings

Published at 18:00 Tuesday 12th May

Advice to guests making a new booking
Following the recent publication of the latest government guidelines, we are now accepting new holiday bookings with an arrival date of 3rd July onwards. If the situation changes during the coming days or weeks, we will of course update this website accordingly

Advice to guests with an existing booking
We regret that all bookings with an arrival date up to and including Thursday 2nd July will be cancelled and guests will be offered a choice of either re-booking to another date, holding all payments until a new booking is made or requesting a refund. Full details of your options are explained below.

We are sorry for the delay
Please accept our sincere apologies for the time it takes to contact the many thousands of holiday guests that have booked a holiday with us. Our team of holiday support agents are working tirelessly from home and have limited access to our systems. We are telephoning guests in order of original arrival date and are currently speaking to guests who were due to arrive on holiday within the next 10 days. We are doing our very best to improve this timescale and regret that we are unable to open our telephone lines at this stage.

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Information about holiday bookings

Published at 11:30 Monday 11th May

We heard last night from the government that certain travel and working restrictions were being eased this week. Whilst this is good news in terms of the general direction of the pandemic, there is little clarity as to what this means to our business, and, more importantly to our owners and guests.
Until the specific guidelines are published by the government, we are unable to change our advice and therefore remain closed to guests and owners that are not registered on our ‘interim abode’ register.
We aim to provide a further update within the next 24 hours as the situation becomes more clear.

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Information about holiday bookings

Published at 15:00 Friday 17th April

Following the government’s latest advice regarding non-essential travel, we have extended the temporary closure of our holiday parks to holiday guests. All bookings due to arrive up to the 14th May will now also be cancelled.

We will be contacting each guest individually within the next few weeks to either re-book or arrange your refund.

If we have cancelled your holiday, you have three options:

1. Rebook your holiday for a later date

At present, we are encouraging guests to defer their holiday or short break to a later date as we anticipate a surge in demand as soon as travel restrictions are lifted. Your holiday date can be amended to arrive anytime up to the end of May 2021 – next year’s holidays are frozen at this year’s prices. If you choose to re-book your holiday, we will also offer a 20% discount on the current online price of your new holiday dates.

2. Hold your payment

If you would like to re-book but cannot confirm an exact holiday date, don’t worry. You can either choose a date which can be amended later at no cost or we can hold your payment against your original booking until you have decided when you would like to re-book. You will also benefit from a 20% discount off your re-booked holiday provided you confirm your new booking within 3 months of today’s date.

3. Claim a refund

If you choose to request a refund of all monies paid, we will process your refund as soon as possible however you will not benefit from a 20% discount on your next holiday if choose this option.

Please do not contact us – we will contact you

We appreciate your patience during this time as our Holiday Support Team are extremely busy and are working at full capacity to ensure that all of our guests are contacted. Our support teams are all working responsibly from home and naturally some of our systems are running slower than usual. If you are contacted after your arrival date, you will still be provided with all the options currently available to you so please bear with us; we will be in contact as soon as possible.

We would also like to thank everyone who has offered their kind words and support; our hardworking staff appreciate the positive feedback and aim to continue to provide the highest level of customer service possible during this time.

Information about holiday bookings

Published at 11:00 Wednesday 8th April

Flexibility for new bookings

As a result of the current travel restrictions, our holiday parks are currently not able to welcome holiday guests. However, we are accepting bookings for all dates from May 1st.

You can book with confidence with a deposit from just £30 in the knowledge that should the restrictions mean we need to cancel your holiday you can change your date free of charge. We'll also give you an extra 20% off. Alternatively, we can provide a full refund.

Booking now, means you get the best choice, great prices and an even better deal if we need to cancel your booking! So book with confidence and get set for a great holiday!

Existing bookings

We are now cancelling holidays booked to arrive before April 30th 2020. All holidays with a holiday start date from May 1st onwards will remain booked and we hope to welcome these guests as planned. Our team are working around the clock to help guests that were unable to take their holiday or were booked to arrive in the next few days. We are prioritising guest enquiries by arrival date so please bear with us during these challenging times. We promise to respond to you as soon as we possibly can.

There is the choice of either a full refund or an extra 20% off if you are happy to change dates.

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Update for holiday bookings

Published at 12:00 Friday 3rd April

We are now cancelling holidays booked to arrive before April 30th 2020. All holidays with a holiday start date from 01 May onwards will remain booked and we hope we can welcome these guests as planned. Our holiday advisors are working around the clock from their homes to help guests who were unable to take their holiday in March or were booked to arrive with us during the next few days. We are prioritising guest enquiries by arrival date so please bear with us during these challenging times. We promise to respond to you as soon as we possibly can.

Update for holiday bookings

Published at 09:00 Monday 30th March

Firstly we would like to thank all of our guests for their patience during this difficult time. It has become apparent that our temporary closure is likely to continue for at least the month of April and possibly longer. Our priority is to handle guest bookings in order of their original start date. We are making progress with our dedicated team of advisors who are all working from home as you would expect.

If your booking is for a holiday or short break with an arrival date in April, we will be cancelling this and contacting you to discuss your options. We are recommending that your booking is deferred to a date later in the year or even early next year and we will offer you a 20% discount on your new booking to thank you for your patience and understanding. You do not even have to confirm a new date just yet, but we recommend you do. You can always change your booking again if you need to.

We expect there will be a large surge in demand for UK holidays when the situation returns to normal. This will have an impact on the whole UK holiday park sector and consumer demand is likely to drive prices up and reduce availability as holiday guests flock to rural and coastal locations following long periods of isolation at home. We want to ensure that all of our guests already booked for 2020 receive priority booking and the best possible price for their re-scheduled holiday.

Guests with a booking that is due to start from May 1st or later will not be cancelled at this time. However, we will be reviewing the situation weekly and advise you of any changes as soon as possible.

If we cancel your holiday, you have three options:

1. Rebook your holiday for a later date.
   You can choose to rebook your holiday for another date in 2020 or Spring 2021 with no administration fee. We will carry forward all monies paid to your new booking and you are also free to change the park, duration and accommodation grade if you wish to do so. Also, you will benefit from a 20% discount off the price of your holiday. After that discount is applied, any difference in price will be due for payment 30 days before your arrival or refunded back to you at the soonest possible time. If you choose to move your booking to the 2021 season, we will freeze the cost of your new holiday at 2020 prices and offer you a 20% discount (subject to our minimum holiday pricing terms)
2. Hold your payment.
   If you are unable to confirm a new date at this point, we can hold all monies paid to be transferred across to your new holiday, once on you decide to book again. If your new arrival date falls before the May 31st 2021, you will also benefit from a 20% discount off the price of your holiday. After the payment has been transferred and the discount applied, any outstanding balance would then be due 30 days before your arrival or refunded.
3. Cancel your booking.
   We understand that you may decide to cancel your booking and we are also aware that many of our guests will be feeling the financial impact of the current situation so if you choose to cancel your holiday, we will refund all monies paid, including your deposit as soon as possible.

Important update

Published at 15:45 Monday 23rd March

In the interests of our staff's safety, we have reluctantly decided to temporarily close our holiday reservations contact centre. We are therefore not accepting incoming telephone calls; however, our team are now working remotely and will be contacting guests with bookings in priority of arrival date.

Important update

Published at 15:45 Sunday 22nd March

Following the government’s latest advice regarding non-essential travel, we have decided to temporarily close our holiday parks to all holiday guests. All bookings where the arrival date falls between Monday 23rd of March and Thursday 16th April will be cancelled and we invite guests to either re-book to a later date or request a refund of all monies paid.

We are sorry to all of our guests that have been looking forward to their break with us but have been monitoring the situation carefully and we believe that now is the right time to take this action.

We will be contacting all guests with bookings over the next few weeks to either re-book or arrange a refund. Customers affected will not need to decide whether to re-book or cancel straight away as we will secure your payment for as long as you need to decide. We will also offer a 20% discount on re-arranged bookings for customers that do not want to be refunded at this stage. Our team members are working around the clock to speak to all of our guests individually.

Please do not try to telephone or e-mail us as our team members will be prioritising customers by their booked arrival date. We will be e-mailing guests again with more information within the next couple of days and we can assure all customers that we will contact you as soon as we can

If you have a booking with us

Published at 16:00 Saturday 21st March

Following the government’s announcement yesterday, we have now closed our bars, restaurants entertainment venues, amusement arcades and swimming pools. We have introduced a limited meal delivery and/or takeaway service for our guests and of course, our shops will remain open with extended opening times and will operate in line with social distancing guidelines. We will also be offering FREE Superfast Internet for all holiday guests. This service will support multiple devices in your holiday accommodation.

You have three options
1. Continue with your holiday.
   If you choose to continue with your holiday, we will upgrade your accommodation type where possible and provide you with a 20% discount voucher off the online price of your next holiday with Park Holidays UK. We regret that due to the nature of shared facility holidays, all touring, camping and Pod bookings where the holiday start date is between now and April 16th will be cancelled with immediate effect. Your park will be in contact with you to arrange a full refund
2. Change your holiday date
   If you wish to postpone your holiday to another date in 2020 or Spring 2021, you are free to do so with no administration fee. We will carry forward all monies paid to your new booking and you are free to change the park, duration and accommodation grade if you wish to do so. You will also benefit from a 20% discount off the price of your holiday. After that discount is applied, you will either be charged or refunded any difference in price for your new holiday.
3. Cancel your booking
   We understand that you may decide to cancel your booking and we are also aware that many of our guests will be feeling the financial impact of the current situation so if you choose to cancel your holiday, we will refund all monies paid, including your deposit as soon as possible.

Unless your holiday or short break is due to start within the next 14 days, you do not need to make a decision or contact us yet.

Important information

Published at 19:50 Friday 20th March

Following the announcement made by the government earlier today, we will be closing all bars, restaurants, entertainment venues, arcades and swimming pools this evening until further notice.

We will be contacting all guests due to stay with us during the coming weeks and explaining options available to them.

While this may be disappointing for our guests currently enjoying a break on our park and those guests who are planning to stay with us in the coming weeks, we must abide by government instructions, particularly when it relates to the health and safety or our guests and staff.

Customer update

Published at 12:00 Thursday 19th March

We are continuing to monitor the evolving situation and for the moment, we would like to reassure our guests that our parks are currently open. The health and well being of our staff and guests are of paramount importance and we are taking advice and implementing any additional measures that are recommended.

At the moment, our bars restaurants and shops remain open for business and we will notify our guests if this situation changes. We would ask all guests to familiarise themselves with the health guidelines laid down by the government and health organisations.

We found the World Health Organisation advice to be very comprehensive where you can read more about personal hygiene and social distancing.

If you believe that you fall into one of the vulnerable categories, or that you may have been in contact with someone with coronavirus, please contact us and we will do our best to rearrange your booking for another date or cancel your holiday. Our holiday support teams are extremely busy so would ask than unless you are due to stay with us within the next 14 days, please wait a few more days before contacting us.

Update to our terms and conditions

Published at 21:00 Tuesday 17th March

With the uncertainty surrounding the impact of Coronavirus Covid 19, we understand that many guests may be concerned about what may happen to their future holiday plans. We would like to reassure all guests of our position as it is today.

All of our parks are open and operating as normal with all facilities available to guests. We are of course increasing our cleaning regimes both in public areas and also our guest accommodation and working closely with staff and guests to ensure that all preventative guidelines are followed at all times.

We are monitoring the national situation very closely and are prepared to change our position when required by the relevant authorities, however we would also like to provide some additional reassurance to our guests who have an existing booking with us or would like to make a new booking.

Existing Bookings:

• If you are self-isolating or suffering from flu-like symptoms, we will change your holiday date without charging an amendment fee. The new holiday price will apply and you will either be refunded the difference if it is cheaper than your existing booking or pay the difference if the new price if higher.
• If you decide to cancel your holiday outright, our normal terms and conditions will apply

New Bookings:

• We have amended our terms and conditions to provide you with extra reassurance should you be unable to take your holiday due to Coronavirus symptoms or because you need to self-isolate
• You can book with confidence with just a £30 deposit and the balance of your holiday is payable just 30 days before your holiday start date
• We recommend you take advantage of our Cancellation Protection Plan which is available for just £10 for short breaks of 3 or 4 nights and £30 for holidays of 7 nights or longer

What happens if you have Cancellation Protection Plan cover?

• If you need to change your holiday date because of Coronavirus related reasons, you can do so up to 7 days before your holiday without any charge. If you need to change your holiday start date within 7 days of arrival, we will change your booking subject to an amendment fee of £30 plus any difference to the cost of your holiday
• If you need to cancel your holiday because of Coronavirus related reasons, you can do so up to 7 days before your holiday with loss of deposit only
• If you need to cancel your holiday because of Coronavirus related reasons within 7 days of your arrival, we will refund you the cost of your holiday less £40 (£30 deposit plus £20 administration fee) and the cost of the Cancellation Protection Plan

What happens if you choose not to take our Cancellation Protection Plan cover?

• If you need to cancel your holiday because of Coronavirus related reasons, you can do so up to 7 days before your holiday with loss of deposit only
• If you need to cancel your holiday because of Coronavirus related reasons within 7 days of your arrival and you have not taken our Cancellation Protection Plan, our normal terms and conditions will apply
• If you have alternative holiday and travel insurance, we recommend you check with your provider

Find out more about our cancellation protection plan >

If we cancel your holiday:

• If it is necessary to close our parks to holiday guests for period of time which includes your holiday dates, you will have a choice; we will either refund the total cost of your holiday (including your deposit) or offer you an alternative holiday on another date without an amendment charge

Do you need to contact us about your holiday?

Published at 10:00 Tuesday 17th March

We would like to apologise to anyone that may be trying to contact us this morning (17/03/2020). Our call centre agents are doing their best to deal with all calls but there may be a longer wait than usual. We would like to reassure everyone that our call centre is fully manned and will respond to everyone as soon as we can - we appreciate your patience.

If you have a booking with us, particularly for a holiday or short break in the next few weeks, we can confirm that all of our parks are open and we have received no advice from government to close our parks or cancel bookings. We are monitoring the situation closely and will act swiftly if the situation changes.

If you have a holiday booked with us and you are no longer able to travel because of self-isolation, we will allow you to change your holiday dates without any amendment fees. You may also contact us by e-mail on [email protected]

Public Health Update

Published at 18:00 Thursday 12th March

The management and staff at Park Holidays UK would like to reassure all owners and holiday guests that we are monitoring the constantly changing situation concerning Coronavirus COVID-19 very closely.

We have set up a working party of senior individuals covering all areas of our operation and will be contingency planning for every eventuality.

We are ready to respond to government advice as soon as it is issued however in the meantime, we are taking additional steps in order to minimise the risk of infection to both guests and staff members, including:

• Regular communication via electronic messages and posted notices reminding staff of personal and public hygiene protocols
• Additional cleaning of all public areas
• Provision of extra hand sanitiser dispensers
• Reminding staff that may have recently arrived back from specified areas to follow the returning traveller advice.

At the time of this update, the government are not recommending any restrictions to holiday park operations for either holiday guests or owners other than guidelines issued to the general public.

The nature, size and location of our parks may prove to be a lower risk environment than more densely populated areas in the country however we will continue to adopt all recommendations announced by the government and health organisations to minimise the risk of infection.