COVID-19 Frequently Asked Questions
By Pentewan Sands on the June 01st, 2020 in
*Please refer to our re-opening updates for the latest answers to FAQ's*
Are you closed and when will you be reopening?
In line with the current government guidance we have unfortunately closed our holiday park to all visitors. Based on the current plan from the government to lift lockdown restrictions, we may be able to reopen from 4th July at the earliest. We are constantly monitoring the situation and will continue to review this date based on any announcements regarding travel and tourism.
What happens if I have booked a holiday before 4th July 2020?
If you have booked up to the 30th June, you will have already received an email from us outlining your options. Anyone with bookings from 1st – 4th July will receive an email from us soon. You can either cancel your booking and receive a refund, or you can choose to transfer your booking to a future date. Once you have sent us your preferences via email you will receive a reply from our reservations team with either a confirmation of your new dates, or details on your refund. If we don’t hear from you we will automatically cancel and refund your booking. If you want to move your booking but aren’t yet sure on your new dates, just let us know in your email and we’ll keep your credit on the system until you are ready to rebook.
What happens if I make a new booking but my holiday is cancelled due to Covid-19?
We completely understand that we are all living in unprecedented times and would like to assure our future guests that they can book their holiday with complete confidence. Should any new bookings be affected by Covid-19 we will offer a full refund or transfer the holiday to later in 2020, or to the same dates in 2021 - compltely free of charge, no questions asked.
Are you definitely going to be opening on 4th July 2020?
We still don’t know for sure. We are using this date as a guideline and hope that there will be further information and guidance from the government over the next few weeks. This date is in constant review and we’ll endeavour to let you know of any changes as soon as possible.
I've sent you an email in response to your cancellation email and I still haven't received a reply.
As you can imagine it is extremely busy at the moment and we are working on a reduced staff so it may take longer than usual for us to get back to you. This may mean that your refund isn’t processed until after you were due to arrive, but rest assured we will make sure that everything has been confirmed and processed as soon as possible.
Is it easier to call you?
Where possible we ask for you to refrain from calling our reception team. We are receiving a high number of emails at the moment and our skeleton team are working through transferring bookings and processing refunds in arrival date order. This is quite a lengthy process so we would appreciate it if you could send any enquiries via email at the moment. The team will reply to all enquires in due course.
Do I still need to pay my outstanding balance on a future booking?
We have currently suspended all final payments for current bookings until further notice. Once we have confirmation that we can reopen we will contact anyone with an outstanding payment with further details.
Will your facilities be open?
All our facilities, including the Seahorse, are ready to reopen when possible. However we will be guided by government advice on how to manage any restrictions to our communal facilities. Once we have further information on this we will share the details with you.