******Updated: 30th April 2020 at 16:00********
Latest information about Coronavirus (COVID-19) and how it might affect your break.
As a responsible family-run holiday provider the safety of our guests and team members is naturally something we've always and always will take very seriously. We are keeping a close eye on the developments associated with the spread of Coronavirus (COVID-19) in the regular announcements by HM Government. We know this may be disappointing for many guests, but we have decided to temporarily suspend welcoming all guests to our Parks until Sunday 31st May 2020.
All our Parks are now closed to holiday guests and we plan to re-open on Monday 1st June 2020.
Whilst our decisions are based on the advice of HM Government, we recognise that the many families who have trusted us with their holiday booking do require clarity as do our dedicated team members. We are maintaining our Parks in a state of constant readiness for the moment it's safe and reasonable to welcome our guests for their wonderful family holidays.
We'll continue to inform affected guests pro-actively by email of any changes to any breaks as well as updating this information hub.
For the latest official information from HM Government please visit www.gov.uk/guidance/wuhan-novel-coronavirus-information-for-the-public and NHS England at www.nhs.uk/conditions/coronavirus-covid-19.
Getting in touch about your holiday
We appreciate these are unsettling times and you may have questions that simply none of us have the answers to. We've tried our best to put together some frequently asked questions from what we already know... we're watching the same daily televised updates you are and our senior management team reviews all the advice reguarly so if anything impacts on existing bookings we will be in contact with affected guests as soon as possible.
We absolutely know that your holiday is important to you and many guests are keen to have their bookings dealt with quickly, but with thousands of guests already impacted by this temporary closure we kindly ask you please do not contact us about your booking until you have received the EMAIL with booking options from us - we are supporting our guests in arrival date order based on whether their holiday is already cancelled:
Arrivals up to 14th May: Our team are prioritising customers whose holiday date has passed or is approaching, to ensure the speediest resolution please refer to the latest email we have sent to you.
Arrivals from 15th to 31st May: As you will no longer be able to holiday with us as planned, we will be in touch with you in the coming weeks to give you the option to either move your holiday to another date or receive a full refund. In order to manage this as quickly as possible, we will be contacting affected holidaymakers by email and, due to many thousands of booking affected, it will take us several weeks to complete this process in full, so we would like to ask for your patience. Our team are supporting customers whose holidays have been cancelled up to 14th May and the sooner we complete that process then the sooner we can be in contact with you, so we ask for your kind assistance in not contacting us at this time.
Arrivals from 1st June: Our team cannot assist you by telephone at this time as we are currently trying our very best to assist customers whose bookings we have cancelled; please refer to the frequently asked questions on this page. If after consulting the information below you need to contact us about a specific booking action then please use our email contact form and a team member will aim to respond to you within the next 14 days.
Understandably we're currently receiving a high volume of calls and messages at this time. Therefore, normal two-way conversations via social media or by email regarding affected bookings may not be possible due to the volume of enquiries and availability of staff. We apologise in advance for delays in our usual response times.
Due to social distancing measures we have a small team working through enquiries regarding re-booking holidays and refunds. Our opening hours are now from 9am to 4pm Mon-Sat so this is taking much longer than the usual level of service you'd have come to expect from us and for that we're very sorry.
Every single booking has to be individually processed manually so we apologise that this means we are working through holidays as quickly as we can in order of the original arrival date.
Full Details: https://www.woolacombe.co.uk/coronavirus
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