Temporary closure of Welcome Family Holiday Park – updated 20th March 2020

In light of the latest government announcement regarding coronavirus, the decision has been taken to close Welcome Family from 20th March until 30th April 2020 . The safety and wellbeing of our guests and staff is our absolute priority and we feel that this decision supports government recommendations.

As everybody is doing, we are closely monitoring the crisis, and will be responding on a daily basis, extending our closure period to suit the ongoing circumstances.

If you are due to visit during the above closure period (20th March to the 30th April) we unfortunately have no option but to suspend your holiday for your chosen dates. We are in the process of sending an email to all guests impacted by this situation.

What are my options?
1. Transfer your holiday to a new date in the future
Holidays are currently available up to November 2020, and will available for the Season 2021 in a few days.

If you wish to transfer we will give you a £50 discount on your new holiday.  You do not need to commit to a date now – we will hold your booking until you are ready to choose – anytime up to October 2021.

Please note that if you select a lower priced holiday we will still offer you the £50 discount and refund the difference. If the break you select is higher priced we will again apply the £50 discount but you would need to pay any outstanding difference.

2. Apply for a refund
We hope you’ll rearrange your holiday but we understand that this won’t be possible for everyone. If your holiday dates are between the 27th March to the 30th April and you would prefer a refund you may of course take this option, please contact us using the link in your email.

What you need to do
For us to process this as quickly and efficiently as possible, could we ask that you make us aware of which option you prefer by clicking the link in your email.

When will you hear from us?
Once we’ve received your response, we’ll make contact as soon as we can. This may take us a number of weeks due to the volume of guests impacted by this situation.  This isn’t our usual service response time and we’ll come back to you sooner if we can.

How we will prioritise who to contact first?​
We’ll deal with guests due to visit on Friday 27th March 2020 first and move forward though arrival dates.

Contacting us
Our Contact Centre team are inundated with calls and we would ask that you wait for us to contact you, rather than calling us directly.

If you are on a break in the future and currently not impacted by these closure dates, please do not call our Contact Centre, to allow us to deal with those guests with imminent breaks. We are planning to be open as soon as it is safe to do so to welcome our guests. However, please keep a close eye on our website.

We recognise that this will be disappointing news and we would like to thank you for your patience and understanding in these exceptional circumstances.