Coronavirus Booking Promise

UPDATED 1 MARCH 2021 2pm 

*FOLLOWING THE LATEST GOVERNMENT ANNOUNCMENT - WE HAVE TAKEN THE DIFFICULT DECISION TO OPEN ROSS PARK ON FRIDAY 30 APRIL 2021*

PLEASE READ BELOW FOR AN EXPLANATION OF OUR DECISION

The latest Government guidelines permit touring parks to open from the 12 April for self-contained units only.  Shower/loo blocks and all facilities along with bars/restaurants must remain closed until 17 May at the earliest and pending updated Government data.

After much careful consideration we have decided to open Ross Park from the Friday 30 April.  

Between Friday 30 April and 16 May, we are only permitted to open for self-contained units that have their own shower and toilet facilities on board.   
After 17 May we very much hope that we will be permitted to open the facilities as usual and will be able to take bookings for all unit types.  
The uncertainty of the dates in the announcement, has made us take a cautious approach in the hope that the beginning of May will be a successful date for us.  

Taking over a new business is always a huge task, however the constraints of the lockdown have made it even more challenging for us, from the way in which we have been able to work, to the inability to get our contractors in to set up the office properly and the arduous task of transferring bookings and details from paper to computer which has been enormous. This slightly delayed opening will also help us by allowing us time to ensure that our team at Ross Park are properly inducted with their full Health & Safety training and are ready for the season, alongside implementing our new processes and procedures. 

GETTING IN TOUCH
Our preference would be please for you to email us at [email protected] stating your postcode (to enable us to find your details) with your requests.  We currently have one new team member in the office at Ross Park between 9am – 4pm Monday – Friday, however the volume of calls is extremely high, and you will find the phone is frequently busy. If you post letters, these are likely to take much longer to process than email (which we can all access instantly.)

EXISTING BOOKINGS BETWEEN March – 29 April 2021
Our team are currently contacting all our bookings to rearrange your holiday.  Your 2021 booking is covered by our Coronavirus Booking Promise and so we will happily;
- move your booking to another date within the 2021 season subject to availability (please advise us of the date that you would like your booking moved to.)
Or
-refund your booking.  
 
BOOKINGS FROM 30 April 2021
Your holiday is very special to you and your enjoyment is equally important to us but, please, do not visit us if you, or any member of your holiday party, are showing signs of illness such as a high temperature, a new continuous cough, flu, respiratory problems or if you have recently returned from a high-risk area/been in contact with anyone with Covid -19.
However, should:
1. You, a member of your holiday party or someone living in the same household be diagnosed with Covid-19 (proof needs to be supplied – a GP note or 111 email confirmation. We are unable to confirm your new holiday date until this has been received).
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2. Government action means you can’t arrive for your holiday as booked.
We will cover the value of your holiday as booked by offering you another date during 2021, subject to:
a) You providing us with written notice 72 hours ahead of you booked arrival date.
b) That there’s accommodation/a pitch available for the future date(s) you chose.
c) We will endeavour to offer you the same category of accommodation/pitch that you initially booked.
N.B.
If the future holiday date you chose is at a time of lower tariffs, we cannot refund any difference between that and the value of your initial booking.
If the future holiday date you chose is at a time of higher tariffs, we will check out the very best deal for you but will require payment for the difference in tariffs.
This safeguard for you holiday is in addition to our usual Terms and Conditions.
We are sorry but we regret that we cannot offer to move your holiday if you self-isolate or simply decide to abandon taking your booked holiday as booked.
To review our full booking Terms & Conditions, please click here 

THANK YOU
On behalf of all the team here at Ross Park we sincerely thank you for your patience. 
Stay well and we all look forward to seeing you as soon as it is safe to do so.

CORONAVIRUS BOOKING PROMISE

HOLIDAY BOOKINGS

We understand how important your holiday is to you. To provide you with additional reassurance we have our Coronavirus Booking Promise for the 2021 season as follows;

  • If we need to cancel your booking, you can choose to either move your booking or receive a full refund for bookings up to the 16th October 2021.
  • If a member of your booking party falls ill or must isolate due to Covid-19 we will move your booking to another date.

Terms & Conditions

Postponement and cancellation
This clause explains when you, or we, may cancel or agree to postpone your holiday due to Government restrictions. We prefer that you postpone but will always allow you to cancel where the law gives you the right to do so. The rights in this clause are additional to any other rights either of us may have in our terms and conditions.

We promise to keep all our customers safe. We ask you not to book if the law prevents you visiting or staying with us, or if Government guidance means that you should not visit or stay with us even if the law still allows you to. Our promise also means that there are limited circumstances in which we may need to cancel your holiday.

Either of us has the right to cancel your holiday, or any full unused days, if the law prevents you from visiting or staying with us. If your holiday has not started, then we will refund your booking in full less any costs we have already incurred on your holiday which we cannot recover elsewhere (“Direct Costs”). If your holiday has started, then we will refund in full any full days unused when we cancel, again less any Direct Costs. We will not charge an administration fee.

Either of us also has the right to cancel your holiday, or any full unused days, if Government guidance means that you should not visit or stay with us, even if the law still allows you to do so. If your holiday has not started, then we will refund your booking in full. If your holiday has started, then we will refund in full any full days unused when we cancel. We will not charge an administration fee and we will not deduct any Direct Costs.

Changes to our facilities and services
We may make reasonable changes to the facilities and services at the park provided these changes do not materially reduce their quality. Our changes may reflect changes in relevant laws and regulatory requirements or implement minor technical adjustments and improvements, for example to address a health and safety risk.

If we make changes to the facilities and services at the park which materially reduce their quality, we will give you the choice between confirming your booking, agreeing new booking dates with us or cancelling. If your holiday has not started and you decide to cancel, then we will refund your booking in full. If your holiday has started, then we will refund in full any full days unused when we cancel. We will not charge an administration fee, and we will not deduct any Direct Costs.

SEASONAL PITCHES 

Pre-booked seasonal pitch fees will be reduced pro-rata for the balance of the 2021 season in the event that government restrictions require Ross Park to remain closed beyond the scheduled opening date of 29th March 2021.
As/when the park is permitted to be open but government restrictions on movement prevent you from bringing your caravan to Ross Park, pitches will be subject to subsequent availability as we must reserve the right to re-allocate a reserved pitch to those free to bring their caravan to Ross Park if you cannot. We will, of course, advise you should this likelihood arise.
Once your caravan is sited on a seasonal pitch, & the park is open, in the event of Government restrictions preventing you from visiting the park, we regret that we will be unable to refund you.  

STORAGE SPACE

We will not refund storage space bookings should there be any subsequent, relevant, government restrictions introduced after you have left your caravan here. However, should such government restrictions prevent you delivering your caravan to the park for storage, we will refund your payment less the deposit.
For clarity, please note that a storage space booking is effectively the payment of rent in return for which you may leave your caravan on our land under our reasonable care and supervision. Any government restrictions subsequent to delivery affecting park opening, visiting or movement of your caravan during the period of storage you’ve booked and paid for, do not change this simple arrangement between us and will not, therefore, qualify for any refund.