Updated Customer Information - Coronavirus (COVID-19)


Welcoming you back to Ribby Hall Village

After months of the most careful and detailed planning and following on from the Government’s most recent guidance, we are delighted to announce that we are very much looking forward to re-opening our Ribby Hall Village gates on Saturday 4 July 2020.

We are taking a very considered, and phased approach to re-opening Ribby. Meaning that not all our facilities will be open from 4 July and our offering has been adapted accordingly, operating at lower occupancies. Over time and when it is safe to do so, we aim to increase the number of Ribby offerings available, but we shall continue, as we have throughout, to be guided by the science and Government advice.

Saturday 4th July

• Our holiday homeowners will be the first to return to their Ribby properties
• Our NEW Blend Coffee House, which recently replaced Starbucks, prior to lockdown, will re-open
• Papa John’s will re-open with a takeout menu
• Terrazza will re-open with socially distanced tables, all-new Terrace Bar and takeaway option
• Harrison’s Bar will re-open


Monday 6th July

• Our Self-catering accommodation will re-open for short breaks and holidays
• Wild Discovery Zoo will be re-opening too

 

Tuesday 7th July 

• The 9 Hole golf course will re-open, along with Island activities, including: boating, bike hire, mini golf and the climbing wall

 

For those of you who are already familiar with the Ribby experience, you will inevitably see changes to our operation. Those of our teams initially returning – the majority of whom have been on furlough since the end of March - will have recently undergone a very thorough re-induction and health and safety training regarding our new way of operating. Something that will not have changed is that all our customers will continue to receive the warmest of Ribby welcomes and the most courteous of customer service. As the teams return to their roles, safely working with their colleagues, it will be joyous and no doubt emotional as they mean a great deal to each other - many are indeed family, Ribby Family and lifelong friends – like so many of our customers.

Since inception some 26 years ago and therefore, for as long as I can remember at Ribby, everyone’s safety has been at the heart of everything we do. As we all continue to live through this pandemic and find our own individual ways of adjusting to our new normal, one thing for sure is that safety will continue to be Ribby’s number priority for everyone spending time here, both our faithful customers and dedicated employees.

Holiday guests who have been affected by our temporary closure and are still awaiting a refund or to re-schedule their stay, please be assured that our reservations team are continuing to make good progress. More details can be found in our FAQs below.

Further updates will also be provided in time, here on the website and via email regarding the re-opening of other Ribby offerings.

Thank you again for all your continued words of support and encouragement. It really does mean a great deal to us.

Yours sincerely,
Paul Harrison – Chief Executive

 

FAQs

*Updated 2nd July 2020*

RESERVATIONS

Q1: I am waiting for my requested refund to be processed, please can you update me?

We have now contacted all Holiday, SPA Hotel break and Day SPA guests with bookings affected by our closure.

Holiday Guests: We have now contacted all guests due to stay up until 6th July 2020 and have re-scheduled and refunded where requested.

SPA Break Guests: We have now contacted all guests due to stay up until 30th July 2020 and have re-scheduled and refunded where requested.

Day SPA Visitors: We have now contacted all visitors due to arrive up until 30th July 2020 and have re-scheduled and refunded where requested.

If you feel you are yet to be contacted please use our online contact form on this page and a member of our team will be in touch just as soon as they can.

 

Q2: I have a gift voucher that is about to expire, what should I do?

Please do not be concerned, all gift vouchers that have expired or are due to expire during our temporary closure will be extended. There is no need to contact us about your voucher unless you are wanting to make a booking with it.

All gift vouchers due to expire between 20/03/2020 and 20/12/2020 will be extended and can be used throughout 2021. To redeem your voucher please ensure you have made your booking prior to 20th December 2020, so that it can be used on your preferred date, subject to availability.

Should you wish to use your gift voucher towards a Short Break or Holiday, this can be done by booking online.

If you’d prefer to use your voucher towards a SPA Break or a Day SPA experience, please call 0800 085 1717 and we will help you with your reservation.

 

HOLIDAY HOMEOWNERS

Q3: I am a holiday homeowner; can I access my home?

We have been in contact with all our holiday homeowners, informing them that they will be able to return to their properties from 8am Saturday 4th July 2020.

Thank you for your continued patience.

 

HEALTH CLUB MEMBERSHIPS

Q4: I have a health club membership, what are my options?

We want to help our valued members during this very difficult time. We will not be collecting any further direct debits and your membership is frozen. Any membership time owed, including annual payments, will be credited for the period of closure. All Members have been contacted directly, via email and we shall continue to do so with updates and when we know of a re-opening date.

 

WEDDINGS

Your special day really is important to us and our team are working hard to support all our brides and grooms at this difficult time. We promise to continue to work through all enquiries in date order. Thank you for bearing with us if our response times are a little slower than usual, you certainly have not been forgotten.

Q5: I have a wedding booked, what should I do?

Couples who have weddings booked up to and including September 2020 have already been contacted by our weddings team to discuss options available.

Any couples with queries regarding their wedding should contact events@ribbyhall.co.uk and a member of our team will get back to you just as soon as they can.

 

CONFERENCES & EVENTS

Q6: I have an event or conference booked, what should I do?

All customers impacted by this temporary closure have already been contacted. We understand however that you may have further questions and concerns, so please do not hesitate to contact us at events@ribbyhall.co.uk

We are continuing to respond to all enquiries in date order and one of our team will aim to respond within seven days of receiving your email. Thank you for your continued support and patience, we are working hard to support all our customers during this difficult time.

 

OTHER FACILITIES

Q7: Am I still able to use other facilities?

We shall be re-opening Ribby Hall Village from 4th July 2020. See above statement for more details.
In the meantime The SPAR convenience store is now open. All other venues and locations at Ribby Hall Village remain temporarily closed.

 

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