The following information is based on current guidelines and we will keep this page up to date as advice and legislation changes so please keep checking back.

COVID-19 FAQ’s

Here are some of the questions we are getting asked about our holidays

Can I talk to someone from Welcome about my booking?
Of course! You can speak to us from 8am to 8pm 7 days a week by calling 03451 656265 or you can email fun@welcomefamily.co.uk and we will get back to you as soon as we can!

What facilities will be open this season?
All of our facilities will be open if we are able to do so safely and in line with current legislation. We will only do so if we are confident that we are keeping our guests and our team as safe as we can – the safety of you all is our ultimate priority.

We are unable to provide any hire equipment until we are able to fully open the park.

What cleaning procedures do you have in place?
We have increased the frequency and the standards of our cleaning throughout the park and in our accommodation. All of our staff have received additional training specific to Covid-19. There are many hand sanitisers around the park and public areas are regularly disinfected by our team.

We have received accreditations from Visit England, the AA and Quality in Tourism for our high standards and Covid-19 cleaning procedures. Once you have accepted your keys you will be agreeing to our Covid Terms and Conditions and we will be unable to transfer you to alternative accommodation.

Do you offer holiday insurance?
We do indeed but this only applies to new bookings. We have changed our Standard Cancellation Policy to make it easy to see what will happen should you cancel your holiday. We have also introduced our Extended Cancellation Policy, which for a nominal charge will give you even greater peace of mind. The table below shows you the amount of money you are REFUNDED FROM YOUR TOTAL HOLIDAY COST should you need to cancel with either our Standard or Extended Plan.

Time Before Your ArrivalStandard Cancellation PlanExtended Cancellation Plan
over 6 weeks90%100%
under 6 weeks60%90%
under 4 weeks30%70%
under 2 weeksnil50%
under 2 daysnilnil%

What happens if I book a holiday and I am unable to travel?
If you are unable to travel, then we can transfer your holiday to another date or hold your holiday until you know what date you would like to come. We have updated our terms and conditions and our Standard Cancellation Policy and we also have introduced our Extended Cancellation Policy to offer better terms for you should you need to cancel. If you cancel your holiday our normal terms and conditions apply.

What happens if I book a holiday and Welcome is unable to open?
If we are unable to open our park to you then we will offer to transfer your holiday and give you £50 towards the cost of your new holiday or we will offer you a full refund – free of all charges of course!

Can I transfer my holiday?
If for any reason you would like to transfer your holiday, you can do that up to 7 days before your arrival date to another date this year, completely free of any administration charges.

We all know that things are a little different, but you can be sure that we are always working really hard to be able to give you a fantastic break whilst keeping you and our team as safe and protected as we can. 

Make sure you take care of yourself and your families and stay safe – we’re so looking forward to seeing you all soon!