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Important Information

 FAQs For Guests and Owners

Firstly, and most importantly, we hope you and your whole family are staying safe during this period. Please find some common FAQs below

When will you reopen?

We don’t have a date yet for reopening in Wales.

We hope to open our parks in England on the 4th of July, subject to government guidance. 

We can’t wait to see all our owners, guests, friends and staff again, but everyone’s safety will always come first. It’s why we closed our parks before we needed to. We will only reopen when government guidance says we can.

Can I still book a holiday?

Yes, we are still accepting holiday bookings. 

However, we don’t know exactly when the parks will reopen. We understand that it may feel quite risky to book a holiday now and this is why we decided to launch a flexibility scheme - Vale Flex. So that anyone can book a holiday with the power to change the date and location for free up to a week before arrival. 

Please note - we aren’t promoting people coming on holiday now! 

Vale Flex was created to allow you to secure the dates for when you’d love to go on holiday, with the peace-of-mind that even if your plans are changed, you have holiday flexibility and your deposit isn’t lost.

No one can predict the future, but our guarantee promises you a holiday one day and the opportunity to support us now.

LEARN MORE ABOUT VALE FLEX

 

Can I change/cancel/upgrade my booking?

Of course, we would be happy to discuss your booking. If you’ve booked it with Vale Flex, you get the free flexibility. If you booked it without Vale Flex, give us a call on 0800 955 1122 and we can go through your options.

For owners: Can I visit my caravan?

Please DO NOT visit your caravan on any of our parks. We have been so impressed with our community of owners, who have taken the government advice to stay at home seriously. 

So please, for your safety and for the safety of our local communities, stay at home and protect the NHS.

For owners: Is my caravan being looked after?

We are working around the clock to keep our holiday parks safe and security has been increased on all the parks. Plus, we’re also working on improving the parks - you can see pictures on our Facebook and Instagram accounts - so when we are allowed to reopen they’ll be in great condition!

For owners: What will happen to my site fees?

Our current plan with site fees is to address the situation upon return to normal operations. As we do not know when this will yet be, we are wary to promise anything. It is a very delicate matter which we are constantly assessing.

Is any entertainment still happening?

Rather than cancelling all our entertainment acts, the power of the internet means the show can go on! We have been working with fellow holiday park - Clarach Bay Holiday Village - on their fantastic entertainment live stream Clarach Bay TV (on YouTube and Facebook). Some of your favourite acts (and even some celebrities) will be performing every Wednesday-Sunday evening, so make sure to tune in and join in the fun!

What are you doing to support the NHS?

In times like these, it has been amazing to see how the nation has come together to get behind the NHS in so many creative ways. We’ve been supporting the NHS, as well as key workers in other fields in a number of ways.

Firstly, we have been providing free accommodation to local key workers who want to isolate themselves to keep their households safe. We think their sacrifice is amazing! If you know anyone who could benefit from this, please let us know.

We’ve also been giving money to the NHS by sponsoring the local hero - Alysha. Even though she’s only 10 years old, and never been a runner before, she’s been inspired by others to do her part and run a mile a day for charity. And we’ve been inspired by her!

As well as this, we have launched an ‘Everyday Heroes’ discount code for 15% off bookings for key workers. This includes emergency services, teachers, armed forces as well as people who work in hospitals!

DISCOUNT CODE
 

Hopefully the above has answered all of your questions. However, if not please do not hesitate to contact us on 0800 955 1122.

We can’t wait to welcome everyone back one day, but for now, staying safe at home, protecting lives and the NHS, is the best thing we can all be doing!

From our family to yours,

The Scarrott Family