Coronavirus FAQs

 

We're sure you have a lot of questions regarding your stay at Wooda so we've answered the most frequently asked questions below. If you still can't find the answer you're looking for, please call our reception team on 01288 352069.

Are you taking new bookings?

As of Monday 6th July, we have opened our bookings for our hardstanding, individually screened premier pitches for units who are self-sufficient and can use their own facilities where possible. Please give our reception a call on 01288 352069 or book online to make your reservation.

Why aren't we taking new bookings for all pitches until 1st September 2020?

We aren't currently taking any NEW bookings to arrive before 1st September 2020 for any pitches other than our hardstanding premier pitches, due to operating at a reduced capacity. We will be continuously reviewing this, and if we feel it safe to re-open our bookings after our park has opened on 4th July, we will do so. Please keep checking our website and watching our social media channels for the latest information. If you already had a reservation with us that you had to re-arrange and are wanting to holiday this summer, please contact us on 01288 352069 or email stay@wooda.co.uk.

How has check-in changed?

When you arrive at Wooda, you will have been informed of your pitch or accommodation number in a 'pre arrival' email which you will then be able to locate ahead of time. You will receive your pre arrival email 48 hours before you are due to stay, and this will contain all the important pieces of information you will need. On the day of your arrival, you will then receive a check-in email with a link to our online check in system and and will be able to check in using your mobile device to let us know that you are here on-site with us. Accommodation keys will be left for you in key safe boxes and you will receive a text on the day of your arrival with the key code once your accommodation is ready for you.

We ask that you vacate your accommodation or pitch promptly on your day of departure, and don't arrive before the specified arrival times unless invited to do so via a text message with your accommodation key code.

What extra cleaning methods are you under-taking?

Whilst all our park has always been cleaned to a high standard, we are taking it to the next level with a focus on high risk areas such as toilet and shower facilities.

  • On check-out each of our holiday homes, lodges and cottages will be deep cleaned with extra care taken at high-touch points
  • We have moved check-in times to 4pm to give us extra time to clean
  • We will be using highest grade of cleaning products on the market and the same products used by the NHS that kill all viruses, bacteria, spores, mould, fungi, yeast and biofilms. The kill rate is 99.99998% or Log Kill 7. The antiviral sprays will be used throughout all areas of accommodation including all surfaces, door handles, switches, remote controls, window handles, furniture, all kitchen appliances including cutlery and the drawers as well as wardrobes and cupboards
  • Hand sanitiser will be stationed throughout the site – please use regularly and remember to wash your hands with soap as often as possible to keep yourself and loved ones safe

Will reception be open? 

Yes! Our reception staff will be ready and waiting at the end of the phone to answer any queries you may have whilst you’re here with us, so you can relax knowing you don’t even need to leave your accommodation to find the answers. If you would like to visit reception though you are welcome to do so, however we will be operating limited numbers at any one time.

You can call reception on 01288 352069.

Will The Courtyard be open?

The Courtyard Bar and The Loft Cocktail Bar will remain closed for now, but delicious food can be enjoyed from The Lodge takeaway. View the menu and place your order ahead of time via our website and select a time slot suited to you to come and collect. Breakfasts, lunches, and picnic hampers will be offered in addition to evening meals and the menu will include a selection of daily specials, beers and wines. Careful cleaning procedures will of course be followed at all times.

When should I pay my balance?

All balances will be due 14 days before your date of arrival, and we will email you a balance reminder when your balance is due. Other than this, our normal terms and conditions of booking will apply.

I had a booking to arrive before the 4th July, what should I do?

You should have received an email or telephone call from us cancelling your reservation. You can either 'press pause' and opt to have a credit of monies paid to be used against a future booking before the end of the 2021 season, or if this doesn't suit, you can 'say goodbye' and opt for a refund. Please email your requests to stay@wooda.co.uk.

I've sent you an email and I still haven't received a reply.

Please bear with us. We are receiving an extremely high volume of emails currently and are currently operating on a reduced level of staff working from home. We are working really hard to get through all our emails and we promise we will come back to you as soon as we can. We will resume our normal office opening hours from 1st July.

Is it easier to call you?

Our reservations team are currently still working from home, so if you can't get through on the phone, please leave a message or send an email and we will work hard to reply to you as soon as possible. We will resume normal office opening hours from 1st July.

Which facilities will be open?

Reception...

Our reception will be open, but check in will be online and you will be encouraged to call us if you require any information. You will be able to visit but we will be operating a limited number of people at any one time.

Shop...

Our onsite shop will be well stocked to alleviate pressure on our local supermarkets as we imagine these will be very busy. We will be allowing a limited number of people at any one time and children must always be accompanied by an adult. You are welcome to call us and place an order for the groceries you require rather than visit the shop, but we will make sure our strict cleaning procedures are followed at all times along with social distancing. Fresh bakery items will still be provided as these are individually wrapped but unfortunately we wont be offering papers in our shop this year. There will be a great selection of fresh goods to service your needs.

On-site Activities...

The children's play area and games area behind will be available for use. We will provide hand sanitising stations on the entrance of the play area and ask that they are used upon entry and exit to keep everyone safe.

The tennis court will also be available for use, if you have your own equipment. This will be kept open and will be free of charge.

Our woodland provides an amazing space for everyone to enjoy, along with our Tiscott Wood and mountain bike trail which is where you will find the new tree house! The Segways also use the mountain bike trail - thats another activity to add to your list!

Unfortunately our pitch 'n' putt, sports barn, gym, games room and indoor soft play will remain closed for now, but we will be continuously reviewing this.

I'm coming camping, will I be able to use your toilet and shower facilities?

Yes - we will be opening our toilet and shower blocks but the facilities will be reduced due to social distancing. We would encourage all customers to use their own facilities where possible to reduce the pressure on our toilet and shower blocks. These will be deep cleaned daily and checked regularly to make sure they remain safe at all times.

Will the launderette and sinks for dishwashing be open?

Yes - our launderette will be open but there will be limited numbers at all times. The sinks for dishwashing will also be available but will be limited for social distancing requirements.

How do the family bathrooms work?

For those of you know have used our family bathrooms before, they will be operating slightly differently this year. We will be booking them on an 'exclusive' basis so you will have your own bathroom to use during your stay. They will be available at a cost of £15 per day and must be booked for a minimum of two nights. They will be deep cleaned before initial use but they won't be cleaned or checked daily by our staff until your booked period of use ends.

If I book and pay a deposit for 2020 and my booking is cancelled or I don't want to come given the COVID19 situation, what happens? 

If the Government force closure of our park, or we have to cancel your booking, then you will be entitled to a refund. If you decide you feel unsafe travelling or feel you have changed your mind nearer the time, you are welcome to transfer your deposit to a future booking before the end of the 2021 season. However, if the park is open and you could visit, you won't be entitled to a refund. We greatly value your custom. Each customer is extremely important to us and we realise this is an unprecedented situation, so we will try and be as flexible as we can.

I'm due to come and stay but I have symptoms of COVID19. What should I do?

Please, please, under any circumstances, do not travel! Please contact us and we will assess your situation individually.

What happens if I experience COVID19 symptoms and I'm staying with you?

Please remain in your accommodation and call reception. You and all members of your party must return home immediately.

Will my balance still be due 42 days in advance?

No, all balances due for 2020 bookings will be due 14 days in advance. We will send you a balance reminder via email.

If I already have a booking for 2020, the park is open but I don't feel I will get the full 'Wooda' experience as some facilities are closed, what happens?

We realise that holidays are such an important part of people's lives, therefore we will do our best to make your holiday as enjoyable as possible. However, we understand that due to the closure of some of our facilities you wont be getting the complete 'Wooda experience'. If you feel you would like to transfer your booking to 2021, you are more than welcome to do so. Please email your requests to stay@wooda.co.uk and we will get back to you as soon as we can.

I had a booking to commence before the 4th July 2020 and I left my monies in credit. How do I re-book?

You can email us on stay@wooda.co.uk, or book online. If you choose to book online, select your accommodation option and make sure you re-book using exactly the same details as you made your original booking with and your credit will be deducted once we receive the reservation.

There has been so much on social media surrounding people travelling to Cornwall. Will I feel welcomed when I visit?

ABSOLUTELY - we will be waiting with open arms and so will the locals!!! We realise that there has been lots of messages on Facebook and other social media channels with regards to holiday makers visiting Cornwall. We hope that people are adhering to the current lock down rules, as this is what it currently surrounds; people travelling when they shouldn't. Protecting our local community is extremely important to us, especially as a family who have lived here for many years, and we will make sure that we act with caution in our decisions to protect the safety of our community. However, you, as our customers are also very important part of Bude and Cornwall, so you should have no reason not to feel welcomed. You are supporting our independent, family run businesses which are part of what Bude is, and whilst these are all still currently closed, we're sure they will be happy to see you this summer, when of course it is safe to do so.

A final message....

Our customers are so important to us. We hugely value each and every one of you and sincerely thank you for your understanding, patience and co-operation through these uncertain times. We are so looking forward to welcoming you to Wooda and we will work to try and provide the best holiday experience as is possible given the current situation. We know some of you are desperate to get away, and others already booked might want to act with caution; however you might feel, we will be here waiting for you with open arms whenever you feel ready.

We just politely ask that if you do come and stay with us, you follow all the social distancing guidelines both on our park and in the local area and maintain regular hand washing and use of sanitising stations to keep both yourselves and loved ones safe, and for the protection of our staff and local community too. We trust you will all respectfully adhere to the guidelines and enjoy your well deserved holiday!

We can't wait to see you!

The Colwill Family x