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.

What does the latest Government Roadmap Guidance announced on 22nd February 2021 mean for you?

Providing the conditions are met, we very much hope that we will be able to reopen Wooda on 12th April 2021. This will be for self-contained units only.

This means...

You will be able to holiday in our cottages, lodges and holiday caravans with members of your household only.

You will be able to stay at Wooda with your touring caravan or motorhome from 12th April 2021 onwards with members of your household only, and providing you have your own facilities onboard as you will need to be self contained. Our toilet and shower facilities will not reopen before 17th May 2021.

What facilities will be open from 12th April 2021?

We hope that our Farm Shop, The Lodge Takeaway, outdoor children's play areas, woodland walks and farm animals will be open from 12th April onwards. We will open the rest of our onsite facilities such as The Courtyard, The Loft, Wooda Wellness and sports facilities in line with Government guidance.

I had a booking to arrive before 12th April 2021, what should I do?

You should have received an email from us with your options. Please do not hesitate to email us, stay@wooda.co.uk or call on 01288 352069 to let us know your preferred option. Please be aware that our phone lines and email inbox is very busy, but we promise to get back to you as soon as we can.

I am booked to arrive between 12th April and 17th May 2021 but I don't have my own facilities, what should I do?

You will be receiving email correspondence with your options, but in the meantime please email us stay@wooda.co.uk or call on 01288 352069 and we will be more than happy to help. Again, please be patient as we are very busy!

Are you taking new bookings?

We are taking new bookings across all our accommodation and pitch types for 2021. We are hoping that Wooda will reopen on 12th April 2021, however this will be for self contained units only. Our toilet and shower facilities will not reopen before 17th May 2021.

What happens if my booking is unable to do ahead due to Coronavirus restrictions?

If we have to cancel your booking due to Government restrictions, i.e. park closure, whilst a refund is possible, we will always encourage you to rebook your stay for a later date or hold your monies on your account as a credit to be used against a future booking before the end of the 2022 season.

If you don't feel safe travelling, or are unable to travel due to self isolation or any other reason surrounding the pandemic, but our park remains open, you are able to have your monies held on account as a credit to be used against a future booking but no refund will be offered.

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 which will include the key code to your accommodation key box, along with a link to our online check in system. You will be able to check in using your mobile device to let us know that you are here on-site with us or call reception on 01288 352069. Due to accommodation changeovers taking longer than normal, we strictly ask that you do not arrive at your accommodation or pitch any earlier than the arrival time specified on your check in email. This is usually 4pm for accommodation and 12 noon for touring and camping pitches.  

We politely ask that you vacate your accommodation or pitch promptly on your day of departure.

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?

We are hoping to open The Courtyard in line with Government guidance, but from 12th April 2021 onwards 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 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?

Your balance payment will be due 42 days in advance of your arrival.

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 - that's 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. We are hoping to open these facilities in line with Government guidance.

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

We will not be able to open our toilet and shower facilities before 17th May 2021. When we can reopen them, 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 - The sinks for dishwashing will be available but will be limited for social distancing requirements. Our launderette will not reopen before 17th May 2021 and there will be limited numbers at all times when they do reopen.

How do the family bathrooms work?

For those of you that 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.

I've booked a holiday home, cottage or lodge, what do I need to bring?

Our holiday homes, cottages and lodges are fully equipped with everything you will need for a comfortable holiday. All utensils, crockery, cutlery, will be provided for you, along with standard appliances such as fridge/freezer, oven/grill and microwave. Some accommodations have a dishwasher (please see specific accommodation pages for more information).

We will provide your bed linen for you, but due to limiting contact, we are providing linen bundles that will be left on your beds for you so you are able to make your beds yourselves. If you also decide to bring your own bed linen, this will make it easier for you too. If you have hired a lodge or cottage, all towels will be provided for you. You will need to bring your own towels if you have hired a holiday home, and if you have hired a travel cot in any of our accommodation, you'll need to bring your own bedding too. You will find a small complimentary box of items left in your accommodation for you, which will include a dishcloth, sponge, tea towel, small bottle of fairy liquid, bin bag and dishwasher tablet, but you might like to bring a few more tea towels or a bath mat with you. There will be one loo roll in each bathroom but you will need to provide your own throughout your stay. If you are staying in a lodge or cottage and have a washing machine, you will also need to provide your own detergent. All our accommodation comes complete with garden furniture for your use, which will be fully sanitised on changeover.

If I book and pay a deposit for 2021 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 2022 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 119. You and all members of your party must return home immediately should you receive a positive test result.

Will my balance still be due 42 days in advance?

Yes, balances for 2021 bookings will be due 42 days in advance as Government restrictions are continuing to lift and the site is now open. We will send you a balance reminder via email when your payment is due.

If I already have a booking for 2021, 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. We hope that the majority of our facilities will re-open at some point throughout 2021 in line with Government guidance, however, we understand that before that time you wont be getting the complete 'Wooda experience'. If you feel you would like to transfer your booking to 2022, 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 that was cancelled 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. Please be aware that any price increases will need to be settled. Our normal terms and conditions of booking will apply once your holiday has been rebooked.

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 very much hope that when we are able to, you will have a wonderful, well deserved holiday experience! We know that you are desperate to get away after months in lockdown and time away from friends and family and we very much hope that there is now light at the end of the tunnel and we will be able to have a summer to enjoy!

We just politely ask that when you do come and stay with us, you follow all the current COVID rules 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 at the time of your stay, and enjoy your well deserved holiday!

We can't wait to see you!

The Colwill Family x