One of the things we love the most about our holiday park is that we are totally independent and family run and that means that we are able to treat our guests exactly as we would treat our own family.
Over the last few months, we have all been struggling to find a way through, sometimes to even see a light at the end of the tunnel. The first few weeks of lockdown were particularly hard given the uncertainty and unprecedented situation we all found ourselves in, but we made all our existing bookings our top priority.
The question we always ask ourselves here at Welcome is ‘what do our guests want’ and as much as we can we always do our best. We knew that many of you were not only anxious about your holiday but also that many of you had been furloughed off and some even lost their jobs completely.
Finances were exceptionally challenging for some and we wanted to ease that pressure as much as we could.
Three simple options
We decided there were only three simple and pain free options we could offer to help. Firstly, you could have a refund. No questions asked, no challenges and no hidden charges – just a plain and simple refund. These were processed as quickly as we could to reimburse anyone that requested it as soon as possible.
The second option was for us to hold your holiday. All you would need to do is let us know when you what date you would like to rebook to and we also gave a £50 discount to you new holiday.
Lastly, if you wanted to simply rebook for another date we changed the booking and gave £50 discount on your new holiday. We are applying this to every booking that we cannot fulfil which is currently for every one up to the end of June.
Should we be allowed to open in July we will do our best to deliver fabulous holidays from then onwards.
As part of this, our amazing Entertainment team have never stopped – every week they have produced and aired a complete show, just one sample of their incredible performances is this one for VE Day
In the background the very small team we had were working hard behind the scenes and you were all so very patient with us whilst we set up these processes as effectively as we could.
Supporting each other
During this time, we were seeing how some other holiday companies, both large and small, were dealing with their guests bookings and this made us even more determined to do right by our customers. They have supported us so loyally during past years, the very least we could do was to support them in their own hour of need.
We are extremely lucky to have such a wonderful Welcome Family, many of you have chosen to rebook or postpone your holiday and for those that have had refunds we very much look forward to welcoming you back when you are ready.
So, want to say a very big thank you – not only to our amazing team who have done such a remarkable job in very challenging circumstance – but also to you for your support and kind words during this time.
Stay safe and take care.