Temporary Closure of Welcome Family Holiday Park
Updated 28 April 2020
The Coronavirus pandemic continues to greatly affect the lives of us all and so in line with the Government’s recent extension of the lockdown, we have taken the decision for our park to remain closed until 31 May 2020.
We fully support the guidelines that have been put in place, and whilst we are extremely sad not to be able to open our park, the safety of you, your families and our team remains our priority.
We are committed to contacting everyone who has a booking affected by this closure as quickly as we can, although this will take longer than we would usually like.
Do you have a holiday booked with us before 31st May 2020?
We would like to reassure you that if you have a holiday booked with us before 31st May 2020 our team will be in touch and we ask that you wait for us to contact you.
We know that this is a very uncertain and worrying time for everyone, but please rest assured that we will be in contact with you where you will be given following three choices;
- You can transfer your holiday to another date either this year or in 2021 and we will give you a £50 discount towards your new break.
- If you do not know when you would like to rebook for, that’s no problem, we can hold your holiday up to the end of our 2021 season. You can then contact us when you know the dates and we will give you a £50 discount towards your new holiday.
- If you would like to cancel your holiday we can offer you a full refund.
Do you have a holiday booked with us after 31st May 2020?
If you have a holiday booked with us after 31st May, we would ask you sit tight until nearer the time of your booking. We will be prioritising contact to those people who have a booking affected by the closure dates. If there any changes to your holiday we will be in contact with you where you will also be offered the choices above.
Have you contacted us already?
If you have contacted us already requesting a transfer or a refund and have not heard from us, we would ask for you to bear with us. We have an unprecedented number of emails to process, each one requiring individual attention to ensure that you receive the best possible service from us.
Please be assured that if you decide to cancel, you will receive every payment you made to us. This has to take the form of like-for-like, we have to refund payments exactly as made to us. For example, if you made 4 separate payments of £100, you will receive these 4 payments back to your card account.
Payments made more than six months ago have to be done through our card terminal, using your card number (this is not visible to us on our Gateway provider) or by bank transfer. If one or more of your payments falls outside this 6 month period, we will contact you and ask how you would like these to be refunded.
We are extremely grateful to you all for your patience and rest assured we are doing our utmost to be in touch with you all as soon as we can. We would like to thank you all so much for your kind words of support whilst we all face one of our toughest challenges together.
We are already missing our friendly customers and can’t wait to Welcome you back to our park again once we know we are safe to do so.
In the meantime, stay safe and take care of yourself and each other.