COVID-19 Information

LAST UPDATED – 02/08/2020

Booking Information

All bookings up to the 16th July 2020 were cancelled at Auchenlarie and Anwoth. The only exception is the Galloway Cottages which are now available from 3rd July.

Anyone booked up to this date will have the opportunity to do the following, subject to conditions on how the booking was made:

  1. You can move the dates of your booking up until the end of October 2021. This will depend on availability. Also, if the price of the holiday is more expensive you will be asked to pay the difference, if it is cheaper, we will provide you with vouchers to spend on park.
  2. You can keep the amount paid to us in credit for a future booking which will apply until the end of October 2021.
  3. Or you can be refunded for the amount paid to us. Please provide details and then we will contact you directly when we have access to the office to make refunds. Please note that the cut off date for refunds is 15th July. After this date you will only have the first two options available to you.

If you have booked directly with us

If you have booked directly with us, either online or over the phone, the above applies without any further conditions.

If you have booked through Sun holidays

To obtain a refund, you first need to contact us directly to be refunded for the amount paid to us directly (service charge, passes, upgrades and any other extras).

We then will pass your booking details onto the Sun so that you will be able to obtain a refund, from the Sun Holidays, on the initial amount you paid when you made the booking. We do not receive the booking money until after the holiday is taken so we cannot refund this money ourselves.

If you have booked through Pitchup.com

All 3 options apply but we can only refund the balance payments made after the deposit payment that was made to pitchup.com when you made your booking. Pitchup.com are responsible for the 15% deposit payment so you would need to contact them regarding this.

If you have a Hoseasons booking

If they haven’t already, Hoseasons will be in touch with you regarding your booking as it will adhere to their terms and conditions. Refunds are not available through us for these bookings.

If you have a booking after 5th July, please hold off contacting us until nearer to your arrival date. If we have any further cancellations, we will contact you directly. This will be by email or telephone if you have not provided us with an email address.

When is the park reopening?

We reopened for holiday home owners on 3rd July, and for holidaymakers on 17th July.

Please be aware that the holiday park is always subject to government guidelines which could, and have changed on a daily basis. If the country experiences another spike in COVID-19 cases, there could be tighter restrictions placed on holidays or on the holiday park itself.

The office is currently open daily from 9am to 5pm.

The phone line is very busy at the moment, as we are experiencing a higher than usual number of calls. If you cannot get through, please leave a message on the answerphone and we will get back to you as soon as possible.

Check in Procedures

We will contact you before you arrive at the park with details on our check in procedure. This will be sent to the email address provided on your booking. If your email has changed, please let us know as soon as possible.

If you do not have an email address, we can give you details over the phone.

Our system sends an automatic email, at approximately 7pm, the night before your arrival, to the email address provided on your booking. If you have not heard from us by 9am on your arrival day, please contact us on 01556 506 200 as soon as possible. Please also check your junk/spam folders regularly for any missed emails.

Please also note that the check in times have changed. Check in is now 5pm and check out is 9am for all rental accommodation. This is to carry out the extra cleaning required to meet the new COVID-19 guidelines, which now includes anti-viral fogging of the accommodation before your arrival.

Touring and tent times are unaffected but we ask that you do not arrive before 3pm if possible. Tourers and tents must park up on the pitches allocated to them. No amendments will be made once these pitches are allocated.

Checking out

When checking out of our rental accommodation, please open all windows in the accommodation if possible (we don’t expect this if it is pouring down with rain!) and drop your keys in at the Reception drop box, located on the wall outside the Premier Shop.

If you have used our bed linen for your stay, we would kindly ask that you strip the beds and place in the red bags provided. Please take any rubbish to the outside bins placed around the site. These are marked on your park map.

Also, please double check for any belongings as you will not be allowed back into the caravan after dropping the keys off. Any items left behind can be posted out to your home address but it will be at a cost to you.

Outstanding Balances

While the COVID-19 situation is ongoing, we are currently taking balance payments 1 week before arrival. Usually we ask for the balance 28 days before arrival, and reserve the right to change back to these terms when the situation improves.

However, this does not affect Pitchup.com bookings arriving from 1st August onwards, as balances will be taken as normal 28 days before arrival.

Hoseasons bookings will conform to their own terms and conditions. Outstanding balance payments will be taken on their terms.

What facilities are open?

Currently the following facilities are closed until further notice:

The Leisure Complex, including the Surfside Bistro, Starlight Suite, Swimming Pool, Sauna, Gym, Arcade & Soft Play. We are not allowed to hold indoor entertainment, but we plan to hold outdoor entertainment (weather permitting)

All other facilities are open with social distancing rules in place.

The Premier shop and Surfside takeaway are operating a delivery service direct to your accommodation to limit the amount of people in these premises at any one time.

If you would like to order groceries or food, there are links on the front page of the website (swalwellholidaygroup.co.uk). You can also order a takeaway delivery by calling direct on 01556 506 215.

Thank you all for your patience and understanding during this difficult time.

Best wishes,

The Swalwell Family & Staff

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