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Coronavirus Update from Away Resorts

4th March 2020 Published by

Updated 28.05.2020

Please see below the latest statement from our CEO, Carl Castledine

Like many businesses, we have been reviewing what the latest government guidelines mean for us and looking at how we can reopen our holiday parks and adapt our offering in order to keep our team and guests safe. You can see our book with confidence message here. For now, we are closed but we are keeping everything crossed that we will be open again in July based on Government advice. We are therefore, accepting holidaymaker arrivals from the 6th July, with the situation being monitored constantly.

Guests that were due to visit between now and 5th July are being contacted to move their dates or opt for a refund.

The message to our owners is still please do not travel to parks at this time.

Keep everything crossed for a safe opening of our Parks!

Take care, stay at home as much as you can, stay alert and thank you for your support.

With warm regards,
Carl (CEO)

 

I am booked to come between now and 5th July – what happens?

The full value of your break has been automatically moved into a safe holding account and we will contact you as quickly as possible to discuss the options that you have:

  1. You can use your holding account money to rebook another break at any time and on any park in the next 12 months, choosing either:
    1. A replacement break of the same standard to that booked and of the same value paid
    2. A replacement holiday of lesser value together with a refund of the difference by us
  2. A replacement holiday of higher value with a payment of the difference by yourself
    Alternatively, if you choose a refund, payments made by debit or credit card will be repaid to the same card. This may take up to 7 days to process.

Please note that we will contact you as soon as we can to discuss which option you prefer. We are prioritising bookings that are due to arrive in the next 14 days and then rolling forward to later bookings. Please be patient as we need to talk with many guests, however we will be in touch and there is no need to contact us today.

 

I am due to arrive after the 5th July

We are keeping all fingers and toes crossed that we can open on the 6th July. Stay home as much as possible, stay alert, and let’s hope we can welcome you!

 

I am due to arrive after 5th July and have a balance to pay? What do I do?

For any July arrivals your balance is payable 2-weeks prior to your arrival date. For all arrivals from 1st August onwards your balance is payable 4-weeks prior to arrival.

 

I want to make a new booking – can I?

Yes, you can make a booking whenever you wish to for breaks and holidays starting on or after Monday 6th July. You will need to pay just a small deposit. Please see details here of our book with confidence information.

 

I am or one of my party members is high risk and does not feel safe to travel

We understand that this must be a very concerning time for you. We are therefore allowing you to move to your break to a different date, free of charge as long as you let us know outside 14 days prior to your arrival. You will need to re-book to another date within 12-months and please note that if the replacement holiday is of lesser value the difference will be refunded by us. Should the holiday be of greater value than the difference is payable by you.

 

I have symptoms and need to self-isolate?

You must not travel to the Park. We will allow you to move to your break to a different date, free of charge. You will need to re-book to another date within 12-months and please note that if the replacement holiday is of lesser value the difference will be refunded by us. Should the holiday be of greater value than the difference is payable by you.

 

I do not feel comfortable about travelling

We understand that this is a very concerning time for everyone. We are therefore allowing you to move to your break to a different date, free of charge as long as you let us know outside 14 days prior to your arrival. You will need to re-book to another date within 12-months and please note that if the replacement holiday is of lesser value the difference will be refunded by us. Should the holiday be of greater value than the difference is payable by you. We are also happy to change names on the booking free of charge should someone else wish to travel in their place.

 

I cannot get time off work, my holiday entitlement at this time has been cancelled to get my company back and going again

We understand that everyone must get back to work where they can. We are therefore allowing you to move to your break to a different date, free of charge as long as you let us know outside 14 days prior to your arrival. You will need to re-book to another date within 12-months and please note that if the replacement holiday is of lesser value the difference will be refunded by us. Should the holiday be of greater value than the difference is payable by you.

 

I have been made redundant/furloughed due to this and cannot afford to go?

We understand how hard it has been for everyone. We are therefore allowing you to move to your break to a different date, free of charge as long as you let us know outside 14 days prior to your arrival. You will need to re-book to another date within 12-months and please note that if the replacement holiday is of lesser value the difference will be refunded by us. Should the holiday be of greater value than the difference is payable by you.

 

I work in the NHS and I cannot take a holiday – I am extremely busy working

Firstly, thank you for everything you are doing, you are a hero! You are welcome to move to your break to a different date, free of charge as long as you let us know outside 14 days prior to your arrival. You will need to re-book to another date within 12-months and please note that if the replacement holiday is of lesser value the difference will be refunded by us. Should the holiday be of greater value then the difference is payable by you.

 

Will my pitch fees be reduced or will I be compensated for the park closure?

All owners have been sent an email and you can find the latest update in your Third-Place social group

 

I have coronavirus

Please do not travel to the park, you will need to re-book to another date within 12-months and please note that if the replacement holiday is of lesser value the difference will be refunded by us. Should the holiday be of greater value then the difference is payable by you.

 

How safe are your Parks?

Your safety is extremely important to us. Please refer here to see our book with confidence messaging. This tells you everything we are doing once we open in July. (fingers crossed!)

 

What if I get sick whilst I am on holiday with you?

Please inform guest services immediately and stay in your holiday Home. The General Manager on the Park will advise next steps.

 

COVID-19 infections have increased, and the Government is putting us back on lockdown – what about my booking?

Under our book with confidence guarantee, you are able to change the date of your break within 12 months of arrival date, hold funds on your account until you are ready to re-book or opt for a full refund.

 

I booked before lockdown and expected full use of the facilities, will you refund me some monies?

We are not refunding monies at this time. You are welcome to change your break to another date free of charge.

 

What facilities are open for my stay?

You will receive an email from us prior to your stay with all the information you need to know. This will include check in times, no. of people allowed in the shop, facilities that are open, how to obtain your keys etc. Please click here to see what is open at this time, and note that this is subject to change depending on Government advise.

 

I have booked a break for one of your events – will it go ahead?

It is unlikely at this point that our summer 2020 events will be going ahead as you know them. Advice is changing all the time and we will continue to update you as we know more.

 

General FAQs

 

Following Professional Advice

As well as following government advice, we have enlisted the assistance of the National Safety Advisor to the British Holiday Parks Association and our procedures are based on factual information and advice from the following organisations.

 

Group Bookings  

For our Group booking guests, we ask that you contact your Group Organiser or Tour Operator directly. Away Resorts will liaise closely with them and they will advise you accordingly of the latest situation and options available.

 

Owner FAQs

 

Can I self-isolate in my holiday home?

No, unfortunately not. You should follow government guidance and self-isolate at home. If you have any concerns regarding this, please speak to the team on the park.

 

Are there Team members on park to contact if we need them?

Yes, there is a skeleton team on park currently that will absolutely help you should you need them.

 

Can I access my holiday home to retrieve important items?

If you need anything urgent from your Holiday Home, please speak to the Park. They will support you with anything you may need.

 

Is my holiday home safe whilst we are not there?

Yes – please be assured that there is security on all parks, and they are patrolling regularly. Should there be any problems with your holiday home we will be touch with you.

 

Can I private let my holiday home once the Park opens?

Yes, you may let out your holiday home when safe to do so but please note there are strong recommendations on cleaning procedures for your holiday home. It is absolutely your responsibility to ensure your guests are safe and that they are aware where and what they can do on park whilst staying. You will receive this information from us prior to opening.

 

I have a warranty job that needs completing. What happens?

All the holiday-home manufacturers are returning to normal slowly, so if you do have a job outstanding, please be patient as it may take a little longer than originally envisaged.

 

Will work on the new developments begin, are they complete?

Our contractors have completed their own risk assessments, so acting safely, they have been able to continue with the developments on our Parks. Please refer to our website for what facilities are open and closed at this time.

 

Can I have other owners or holidaymakers outside of the immediate people in my household, to my holiday home for get-togethers when you open?

Unfortunately, you cannot, this puts you and others at serious risk. The Government rules are clear, and anyone found to be disobeying these rules will be asked to leave the park.

 

Will my pitch fees be reduced, or will I be compensated for the park closure?

All owners have been sent an email and you can find the latest update in your Third-Place social group.

 

 

 

Away Resorts