Important Update 1st November
IMPORTANT NOTICE - Monday 2nd November
Please note there will be NEW National restrictions from the 5th of November.
Our Caravan Parks will close on Wednesday 4th November at 4pm until Wednesday 2nd December. Overnight stays and holidays away from primary residences will not be allowed – including UK holidays and staying in a holiday/second home. Please bear with us whilst we contact our customers, holiday homeowners and any holiday makers who have booked a holiday between these dates. If you have a holiday booked between 4th November and 2nd December, we will be in touch with you directly. Please bear with us. You can choose to transfer your holiday to new dates with 10% thank you loyalty discount OR exchange for gift vouchers for the holiday value plus an extra £25 OR you can request a refund in full of any monies paid.
Ravenglass & Eskdale Railway is now closed until December 5th and Ullswater Steamers until Wednesday 2nd December. If you have booked attraction tickets, the attraction will refund or transfer your day tickets. If you booked event tickets such as Santa Express or Heritage Trains, the office will be in touch to discuss your booking.
Our Peter Rabbit & Friends stores in Bowness on Windermere, Grasmere, Keswick and Hawkshead will close at 4pm on Wednesday 4th November but you can click and collect from our Kendal store. Online orders at www.thevegpatch.com
We apologise for the inconvenience but please #StayHome #StaySafe #SaveLives
We are experiencing a high level of enquiries relating to bookings via social media, email, telephone calls and web chat. If you have any questions or queries relating to your holiday booking or visiting the attractions, please visit the relevant website as listed below.
We have provided lots of helpful information in our FAQs below. For further information pertaining to each holiday park or attraction, please visit the relevant website.
Please note that the UK situation and Government legislation is changing on a daily basis and we apologise in advance if the rules change at short notice. We are constantly monitoring the situation and keeping up to date with the latest Government advice. The current legislation is enforceable by law. We have a zero tolerance policy to protect you, other guests and our staff. Our priority is to keep you safe and help to stop the spread of Covid-19.
Please note if you have a holiday booking with us and the COVID-19 situation has changed you can transfer your booking to a later date, accept vouchers or you can request a refund. We have also opened bookings for 2021 at 2020 prices and you can book with confidence with our deposit guarantee. No deposit to pay on 2020 bookings and just a 10% deposit on 2021 bookings at 2020 prices.
'Test & Trace'
This is now a legal requirement for hospitality/tourism and other businesses including attractions, holiday parks and campsites in England.
- to continue with track and trace work
- and to display NHS QR code poster/s so that customers can register their presence using the NHS COVID app
Attractions - if you have not pre booked tickets, you will be asked to scan a QR code or register your details on arrival if you are travelling with us or using the café facilities at the railway.
Holiday parks - you will see the NHS QR Code Posters displayed. Please download the NHS ‘Test & Trace’ app before you arrive and scan in when you visit the reception, shop or bar areas.
Download the app here: https://www.nhs.uk/apps-library/nhs-covid-19/
It is now illegal not to wear a face mask (unless you are exempt) in all hospitality settings. https://www.gov.uk/government/publications/face-coverings-when-to-wear-one-and-how-to-make-your-own/face-coverings-when-to-wear-one-and-how-to-make-your-own
Visitors are required by law to wear a face covering. Please bring a suitable face covering with you.
Attractions - we require visitors to wear a face covering whilst on site at both attractions. This includes inside all buildings, on the platforms and whilst in the carriages when visiting the Ravenglass and Eskdale Railway, and on board the boats, on the pier and inside the pier house/shop areas when visiting Ullswater ‘Steamers’.
Holiday parks - please wear a face mask when you visit the reception, shop, bar areas or any inside public spaces.
Holidaymakers local restriction update
The ‘rule of six’ people you can see socially has now changed depending on the local restrictions in the area where you are live or where you are visiting. The ‘rule of six’ is applicable to all holidays bar official Government exemptions listed here. (See link) https://www.gov.uk/government/publications/coronavirus-covid-19-meeting-with-others-safely-social-distancing/coronavirus-covid-19-meeting-with-others-safely-social-distancing.
If you live/visit in a Very High Risk area you must not socialise with anybody you do not live with, or have formed a support bubble with, in any indoor setting or in any private garden or at most outdoor hospitality venues and ticketed events and you must not socialise in a group of more than 6 in an outdoor public space such as a park or beach, the countryside, a public garden or a sports venue. You should try to avoid travelling outside the very-high alert level area you are in or entering a very-high alert level area, other than for things like work, education or youth services, to meet caring responsibilities or if you are travelling through as part of a longer journey. You should avoid staying overnight in another part of the UK if you are resident in a very-high alert level area, or avoid staying overnight in a very-high alert level area if you are resident elsewhere.
If you live/visit in a High Risk area you must not socialise with anybody outside of your household or support bubble in any indoor setting, whether at home or in a public place and you must not socialise in a group of more than 6 outside, including in a garden or other spaces like beaches or parks (other than where specific exemptions apply in law)
Please contact us immediately if your holiday booking is affected. We will transfer your holiday to a later date or offer you a full refund. We apologise for the inconvenience this may cause but it is a legal requirement to help combat the spread of Covid-19. We reserve the right to refuse your booking on arrival with no refund offered if you break these rules.
We reserve the right to refuse holiday bookings of more than six people under local lockdown measures. No refunds will be issued if you are in breach of this law. For more detailed information and areas affected please click here. https://www.gov.uk/government/collections/local-restrictions-areas-with-an-outbreak-of-coronavirus-covid-19
Holiday home owners local restrictions update
Please take note of the current advice on local lockdown restrictions related to the area where YOU live. You are NOT permitted to travel or stay at your holiday home on our park with people you do not live with unless they are in your support bubble. Please see the Government guidance for clarification of a support bubble https://www.gov.uk/guidance/making-a-support-bubble-with-another-household. Please do not visit your holiday home with members outside your household or support bubble if you live in a High Risk area. Government advice is to avoid unnecessary travel if you live in a Very High risk area . Please read the latest Government guidance for areas where local lockdown restrictions are currently imposed. https://www.gov.uk/government/collections/local-restrictions-areas-with-an-outbreak-of-coronavirus-covid-19#areas-with-local-restrictions. Limits on the number of people you can see socially have changed. From Monday 14 September, when meeting friends and family you do not live with (or have formed a support bubble with) you must not meet in a group of more than 6, indoors or outdoors. We reserve the right to challenge owners who are in breach of the new law. The ‘rule of six’ is applicable to all holiday home owners and their families. Government exemptions can be seen listed here. (See link) https://www.gov.uk/government/publications/coronavirus-covid-19-meeting-with-others-safely-social-distancing/coronavirus-covid-19-meeting-with-others-safely-social-distancing. Please note if you are travelling from a restricted area, local lock down measures apply and the ‘rules of six’ are different. For more detailed information and areas affected please click here. https://www.gov.uk/government/collections/local-restrictions-areas-with-an-outbreak-of-coronavirus-covid-19
Bar opening hours – applicable at Clea Hall and Waterfoot Park
Please refer to the door sign for opening and closing times in compliance with current guidelines. All customers will be required to check in on the NHS app or alternatively you can sign in on own manual sign in system. We are required to retain this data for 21 days by law. If you refuse to leave your details, we cannot permit entry to the bar. We will be operating a table service.
Keeping you safe
“Business is unusual” so please bear with us as we welcome you back to our parks and attractions with new safety measures in place. We are also open for holiday home sales but you must pre-book an appointment. We are experiencing a large volume of calls and emails so please bear with us and we will get back to you ASAP.
We place the utmost importance on the safety and wellbeing of our customers and team members. We have strengthened our health and safety measures to reduce the risk associated with the presence of COVID-19 that are in line with Government guidelines.
Some of the measures set out below may be clearly visible to you from the moment you arrive onsite while others require patience and consideration from all of our customers to help ensure that everyone maintains social distancing. If you are unsure about any aspect of these measures, please contact us.
Please note the following:
- It is essential social interaction is practised in line with current social distancing rules.
- Find out local lockdown restrictions where you live and observe the different rules of six and travel and overnight stays
- We will be retaining your contact data under NHS Test and Trace regulations.
In addition to essential 2m social distancing and hand sanitising, the following measures will be in place. Hands, Face, Space.
- Facilities - please check the relevant park/attraction website for which you are visiting for specific details
- The park shops are open - all customers must wear a mask. Please follow the guidance and signage if visiting the shop.
- Please observe signage throughout the park or attraction and adhere to social distancing measures at all times.
- Please observe the countryside code when out walking and use hand gel for gates or similar touch points.
- Be considerate and wash hands thoroughly and regularly.
- Use hand sanitizer stations provided.
- We will be strengthening all of our cleaning and health and safety routines.
- Staff will be wearing PPE for certain tasks.
- In the event you feel unwell whilst on the parks, or are exhibiting any symptoms of Covid-19 please let us know and make arrangements to return home. If you are unwell and exhibiting any symptoms of Covid-19 whilst at home, please do not visit us.
Please read if you have booked a holiday or booked a touring pitch with us.
If you feel unwell please or have any Covid-19 related symptoms, you must contact us before your holiday start date and we will transfer your holiday to a later date. If you become unwell during your holiday or stay with us, you must inform us as soon as is practicable and make arrangements to return home thereafter. If your holiday is cancelled in this instance and cannot be completely fulfilled, we will either re-book an additional booking at a later time, subject to availability or partially refund the cost of the remaining holiday. Please note, in addition;
Whilst staying with us, it is essential social interaction is practised in line with current social distancing rules. These rules are subject to further restrictions depending on whether you live in a medium, high or very high risk local lockdown restricted area. Your holiday accommodation should be used by you and members of your booking party only. This includes your own touring caravan, campervan or motorhome. Any social gatherings in holiday accommodation, touring caravans, campervans or motorhomes, of people not part of your immediate “social bubble” are not permitted – please see government guidelines below;
We respectfully ask that these conditions are observed and reserve the right to ask you to vacate the pitch or accommodation and leave the park in the event that any social distancing or any measures designed to inhibit the spread of the virus are not followed. Our aim is to ensure the safety and wellbeing of our customers and team members and in the event any persons are asked to leave the park no refunds will be issued.
Please note that many hospitality businesses and attractions will be operating under similar conditions. We advise customers to check with them before you visit
What is the ‘rule of six’? In England, a maximum of six people from multiple households can meet up both indoors and outdoors - in private homes, pubs, restaurants and parks. All ages are included in the headcount. There are some exceptions - for example when a single household has more than six occupants or forms part of a social bubble OR subject to further restrictions from local lockdown restrictions. These extra restrictions are applicable to areas of risk classifies, Medium. High, Very High. Extra restrictions include households that are not permitted to mix in any setting or advised not to travel to/from restricted areas. . Please check the local guidance where you live to determine your ‘rule of six’
Rules of six and using our onsite facilities? (Following COVID-19 secure guidelines) – such as cafe's and bars – can still hold more than six people in total. But within those venues, there must not be individual groups larger than six, and groups must not mix socially or form larger groups. Local restrictions also apply. Please check the local guidance where you live to determine your ‘rule of six’
There are more than six people in my family and we live in a local lockdown restricted area. Can we go away on holiday together or visit our holiday home? If you all live in the same household or form a support bubble as part of a larger extended family, you must follow the guidance set out by the Government based on where you live. If you are holidaying in an area with a higher risk level then you must abide by the higher risk lockdown rules. Please check the local guidance and postcode to find out the level of risk when traveling from/to an area
I don’t live in an affected local lockdown (Medium Risk) restricted area – can I go on holiday with another family? Under the current rule of six, you are permitted to holiday with persons outside your household up to a maximum of 6 persons. This is the latest Government advice for the rule of 6. https://www.gov.uk/government/publications/coronavirus-covid-19-meeting-with-others-safely-social-distancing/coronavirus-covid-19-meeting-with-others-safely-social-distancing
What is a support bubble? Please see the Government guidance for clarification of a ‘support bubble’ https://www.gov.uk/guidance/making-a-support-bubble-with-another-household.
What are the local lockdown restrictions? Here is the latest update for areas affected by local lockdown measures https://www.gov.uk/government/collections/local-restrictions-areas-with-an-outbreak-of-coronavirus-covid-19#areas-with-local-restrictions
What happens if the rules change during my holiday? If you are on holiday and the rules have changed, please contact us immediately.
I am on holiday and now my home town is within a local lockdown restriction, what does that mean? If you are on holiday and the rules have changed, please contact us immediately.
What happens if I am unable to leave the holiday park and return home? Please contact us immediately so we can help you make arrangements.
Can I book a holiday with you for 2020/21? Yes, we are taking bookings now and OPEN for touring, glamping and self-catering holidays.
What happens if I feel unwell whilst on the park, or are exhibiting any symptoms of COVID-19? We ask that you please let us know and make arrangements to return home ASAP.
What happens if I feel unwell before my visit or are exhibiting any COVID-19 symptoms?
Please stay at home and re-schedule your visit to a time when you are not exhibiting any symptoms.
Can I get my money back if I to cancel my holiday due to Covid 19 restrictions? Yes. Please note if you have a holiday booking with us and the COVID-19 situation has changed you can transfer your booking or you can request a refund. We have also opened bookings for 2021 at 2020 prices and you can book with confidence with our deposit guarantee. No deposit to pay on 2020 bookings and just a 10% deposit on 2021 bookings at 2020 prices.
I am a holiday home owner can I invite extended family or friends to use my holiday home? We are asking our owners to limit use of their holiday homes to themselves and not to extended members of their families or friends. Please take note of the lockdown restrictions where you live, if you live in a high or high risk area , extra restrictions will apply.
Will the children’s play areas be open? Yes. Subject to change in line with Government guidelines and advice.
Will the bar be open? (Applicable at Waterfoot and Clea Hall only) Please refer to the door sign for opening and closing times in compliance with current guidelines. All customers will be required to check in on the NHS app or alternatively you can sign in on own manual sign in system. We are required to retain this data for 21 days by law. If you refuse to leave your details, we cannot permit entry to the bar. We will be operating a table service.
How do I book a sales appointment? Please call the park and who will be happy to suggest a convenient time to visit and view.
Should I wear a facemask? (See top of page for further details) It is now illegal not to wear a face mask (unless you are exempt ) in all hospitality settings. Please wear a face mask when you visit the reception, shop and/or bar areas when staying at a park. https://www.gov.uk/government/publications/face-coverings-when-to-wear-one-and-how-to-make-your-own/face-coverings-when-to-wear-one-and-how-to-make-your-own
FAQs - holiday home owners
There are more than six people in my family, can we visit our holiday home? If you all live in the same household or form a support bubble as part of a larger extended family, yes, you can stay in your holiday home together. Please take advice from the restrictions in the area where you live., they do apply to you visiting and staying at the Park. Rules are different with visitors from/to High and Very High risk areas.
I live in a Medium risk local lockdown area – can I visit my holiday home with another family? From the 14th September, you may still visit your holiday home however you should not go visit your holiday home in England with people you do not live with (or who are not in your support bubble) in a group larger than six people, with the exception when a single household has more than six occupants. This is the latest Government advice for the rule of 6. https://www.gov.uk/government/publications/coronavirus-covid-19-meeting-with-others-safely-social-distancing/coronavirus-covid-19-meeting-with-others-safely-social-distancing
What are the local lockdown restrictions? Here is the latest update for areas affected by local lockdown measures https://www.gov.uk/government/collections/local-restrictions-areas-with-an-outbreak-of-coronavirus-covid-19#areas-with-local-restrictions If you live inside an area with local restrictions, you can visit your holiday home outside that area but you should only socialise indoors with members of your own household or support bubble. No mixing in public areas bars, receptions etc.
Can I invite friends and family to my holiday home? Please check the local restrictions in the area where you live to determine whether you are permitted to mix with other households indoors or outdoors under the UK rule of six. The UK rule of six does not permit any more than six persons from different households meeting as a group. If you live in a local lockdown restricted area high or very high, you are not permitted to mix with any other household other than persons you live with or your social bubble indoors or outdoors.
What happens if the rules change whilst I am at my holiday home? If you are visiting your holiday home and the rules have changed, please contact us immediately.
I am at my holiday home and now my home town is within a local lockdown restriction, what does that mean? If you are visiting your holiday home and the rules have changed, please contact us immediately.
We would like to say a massive thank you for all your continued support, patience and understanding as we operate under these procedures/guidelines. It is a difficult and challenging time for us all. Please be kind and considerate to your fellow guests on park, our team and the local community. Stay safe and well.
Sunday 1st of November 2020