Close

Coronavirus Booking Guarantee | Latest Coronavirus Updates

Updated on 19/10/2020

Quick links: Face CoveringsOur Facilities | Cleaning & Housekeeping | Food & Beverage | Download our AppChecking in | Rule of 6 & Social Distancing | Our Teams

Frequently Asked Questions

Download our COVID-19 guidelines for holiday guests
Download our COVID-19 guidelines for our owners 

Latest Update

Following the new three-tier system confirmed by government, we are doing everything we can to manage this situation carefully, however, we must remind guests to behave responsibly and to follow the guidelines as stipulated. If you have a booking with us, and you live in one of the ‘Very High’ risk local lockdown areas, please remember that you are covered by our coronavirus booking guarantee.

The Welsh First Minister has confirmed that Wales will go into a ‘firebreak’ lockdown from 6pm on Friday (23 October).

If you are in the affected area and have a holiday booked from October 23rd to November 9th, our teams will call you as quickly as possible to discuss the options available to you, but rest assured that we have your best interests at heart.

Please contact enquiries@hoburne.com if you have any concerns. 

The health and wellbeing of our guests and team have always been the most important thing for us. For your peace of mind, we are working hard to ensure that your holiday with us is safe.

Our Booking Guarantee

We understand that in these times of uncertainty it is difficult to plan and make the normal decisions that we all once took for granted. We also understand that booking a holiday gives you an important emotional boost and something to look forward to.

That's why we would like to offer a coronavirus booking guarantee with every booking in 2020 and 2021 (existing and new) that covers you against the impact of the coronavirus outbreak. 

What is our booking guarantee?

The booking guarantee means that you can book a holiday with us in 2020 and 2021 with the promise that you will get your money back or be able to move your holiday if you need to, for any of the reasons that we have detailed below relating to the coronavirus outbreak. 

Find out more

*Pay just a £25 deposit when you book a break at least 42 days prior to your arrival date.

Face Coverings

Following the latest government guidance published on face coverings, it is a legal requirement for anyone over the age of 11 to wear a face covering in a public indoor environment. Therefore, for the safety of our guests, and to protect our teams, we ask that face coverings should be worn within our indoor areas, park receptions, and any other enclosed public spaces.

In our restaurants, bars, and cafés, face coverings will be required to be worn until you are seated at your table.

We do understand that some guests have a legitimate reason for not wearing a face mask. 

For more information on face coverings and when to wear one, please visit: 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 

Facilities & Entertainment

We are adhering by the government guidelines on COVID-19 to offer you as much of the Hoburne Experience as possible but some facilities including indoor soft play & saunas and steam rooms will remain closed for now, and our entertainment and food & drink facilities will be different from the usual Hoburne experience.

In line with latest government guidance we will be closing our venues and restaurants at 10:00pm from Thursday 24th September.

When using our swimming pools, we ask that you check the opening times, come dressed ready to use the pool, follow the instructions from our lifeguards, and abide by social distancing measures.

Touring facilities at Devon Bay & Blue Anchor

Our toilet, shower and washing facilities will remain closed for the remainder of this season. Your touring caravan or motor home will need to be equipped with these facilities to stay on our parks.

Your Safety

We are adhering by the government guidelines on COVID-19 to offer you as much of the Hoburne Experience as possible, and we would like to share with you some of the initiatives we have introduced to ensure this happens...

Cleaning and Housekeeping

There will be changes to the way we operate, and you will most likely notice enhancements to our already very strict hygiene routines, especially around the high touch and traffic points in our facilities.

This includes:

• A two-part clean and disinfect process of accommodation. 
• Increased ventilation where possible during cleaning. 
• All cutlery, crockery and glassware will be cleaned. 
• All linen will be washed at a high temperature and changed. 
• Non-essential items have been removed to reduce any possible risk of transmission.
• Housekeeping teams wearing additional PPE where required. 
• Newspapers, magazines, and other reading materials will not be available in public areas.

Checking-in

Please ensure you check the check-in times for the grade of accommodation you have booked for your stay. With our enhanced cleaning regime, this will take a little longer, and the accommodation will be ready at the times specified.

Hot tub accommodation - From 4:00pm
All other accommodation - From 5:00pm

When you come to reception to collect your keys, we ask that only one member of the booking party visit reception.
When entering the reception, please follow staff directions and signage.
Please be patient with our teams as there may be queues.

Rule of 6 and Social Distancing

We will be adhering to any restrictions relating to capacity set out by the government and will ensure that you can enjoy yourself while being able to maintain social distancing. We are unable to take holiday or table bookings for groups of more than 6 people.

Food and Beverage Offering*

We will take all necessary measures to reduce contact, ensure hygiene standards and social distancing.

This includes:

• In line with the latest government guidance we will be closing our cafes, bars and restaurants at 9:30pm and clubhouses will be closed at 10:00pm.

• We are unable to take table bookings for groups of more than 6 people.
• Orders will be taken by app or table service only.
• More space between tables to meet the latest government guidelines.
• We have simplified our offering to a single menu which will now be digitally available from our app to avoid the use of paper.
• Contactless payment can be made via the app.
• Blue Anchor will be offering limited refreshment takeaway from their shop (subject to change)


*excludes Doublebois & St Mabyn 

Our App*

Download our new Hoburne App so you can order directly from your table.

Apple App Store
Google Play Store

*not applicable to Blue Anchor, Doublebois or St Mabyn

 Looking after our teams

As a family owned business, our team members are part of our extended family and their safety and well-being is at the top of our agenda. We will ensure that everyone involved in our business is fully aware of and committed to our ethos.

This includes:

• Every team member will be trained in new health and hygiene related procedures and fully briefed before returning to work.
• New HR policies and processes have already been implemented and we still have a dedicated reporting process if a team member feels unwell.
• If any staff display symptoms they will be obliged not to come to work, this may mean there is some last-minute changes to our rotas.
• We have put measures in place to minimise this impact on our service levels, but we will appreciate your understanding.
• We will take all reasonable steps to follow the government’s Covid-19 Secure Workplace Guidelines.

Your frequently asked questions

1. I would like to cancel or move my holiday, what are my options?
If you decide you would like to cancel or move your holiday, please email us on cancellations@hoburne.com or call us on 01425 282358, where a member of our team will discuss the options available.

2. How long does it take to process a holiday refund?
It usually takes 3-5 working days for refunds to be credited back to your account. All transactions from our end are processed immediately however, we are aware that several banks are advising that due to high demand, refunds are currently taking longer than the advised time frame. 

3. Will your facilities be open for my holiday?
We are working hard to ensure you have a great family holiday with us. We are adhering by the government guidelines on COVID-19 to offer you as much of the Hoburne Experience as possible, which means that some facilities will likely remain closed, and our entertainment and food and drink offering may be different from your usual Hoburne experience.

4. Will the touring facilities a Devon Bay and Blue Anchor be available?
We don't envisage the toilet, shower and washing facilities being open for the remainder of this season. Your touring caravan or motor home will need to be equipped with these facilities to stay on our parks.

Where can I find out more information about Coronavirus? 

We advise you to check the UK Government website for the most up to date information - https://www.gov.uk/guidance/coronavirus-covid-19-information-for-the-public

Our phone lines and social media channels are extremely busy at the moment and we appreciate your patience whilst we do our best to respond to phone calls and messages. 

Thank you in advance for your support and commitment.

 

Great service all year round
Pay with us securely
Book with confidence
stmabyn