Updated Customer Information - Coronavirus (COVID-19)


Earlier this week the Government announced the first phase of their plans to ease the lockdown, in a way that is safe and continues to protect our outstanding NHS. We learned that the Government has extended travel in England for exercise purposes but understandably this does not yet apply to visiting Holiday Villages.

It is disappointing that we are currently unable to welcome back our loyal customers but behind our temporarily closed gates we are now even further forward with our plans to ensure that when we are able to phase our re-opening, we are Covid-secure and comply with all Government guidelines. The safety of our customers and employees always has been and shall remain our top priority.

This month our very small reservations team have been making progress refunding and re-scheduling holidays, and spa breaks, plus they are able to refund day spa bookings too. The team are working tirelessly, and we are acutely aware that our response to all enquiries remains much slower than usual. We will be detailing a little more about our progress within the FAQs below and will be keeping these updated on a regular basis now that the team are getting used to our new, normal way of working.


We shall continue to update our customers via email and on this website as our phone lines are still currently closed. Other than signposting from our Facebook pages to the website, again it will be a little while yet before we are able to regularly update you via our social media channels. Our current urgency is to look after our customers whose bookings have already been affected by the pandemic.

Please continue to stay alert and stay safe,

Thank you,

Paul Harrison – Chief Executive

 

FAQs

 

RESERVATIONS

I have booked a self-catering holiday, spa break, or day spa experience what are my options?

 

We would love to welcome you back on an alternative date. You may reschedule your break or experience with no amendment fee. We understand this may not be possible for everyone and if you prefer a refund, you may of course, choose this option.

 

When will I hear from you?

Our phone lines are currently closed. However, we are in the process of contacting all guests impacted by this closure. You will hear from us via email and we are continuing to contact our guests in order of arrival date. If your arrival date has already passed, please do not be concerned, you have not been forgotten. Due to the volume of guests affected our response times are much slower than usual. Someone from our small reservations team will be in touch just as soon as they can. If you have already emailed us or used the web form to send us your enquiry, may we ask that you do not resubmit; your enquiry will be answered in order of arrival date.

 

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

Working through all affected guests by date of arrival we are now continuing to contact all April guests. More details will be provided here, over the coming days/weeks. As a reminder, if you have already emailed us or used the web form to send us your enquiry, may we ask that you do not resubmit; we shall continue to contact our guests in order of arrival date.

 

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

Please do not be concerned, all gift vouchers due to expire during our temporary period of 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 will expire 20/12/2020. To redeem your voucher please ensure you have made your booking prior to 20 December 2020 and so that it can be used on your preferred date, subject to availability.

Please note that our telephone lines are currently closed. Should you wish to book a short break or spa break with your vouchers, this can currently be done online. For all other experiences such as spa days and treatments, we will update our website with details once our phone lines are back open and once, we know our re-opening date.

I have a dining reservation, Easter Egg Hunt booking or other experience booked, what should I do?

Any Easter Egg hunt bookings will of course be refunded. If the Easter Egg hunt was part of your holiday experience then both experiences will be refunded at the same time.

Dining reservations and other bookings may be moved to an alternative date with no amendment fee. If you decide to cancel, we will of course provide a full refund.

We are in the process of contacting all guests who have an Easter Egg Hunt or other experience booked.

HOLIDAY HOMEOWNERS

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

 

Following the most recent information provided by the Government on 12 May, regrettably we still have no option but to stay closed, and in line with our social responsibilities, this continues to be of paramount importance.

We apologise for having to take this action but feel it is necessary to protect everyone’s health and safety.

We have been in contact with all our Owners via email and will continue to provide updates as and when they are available.

HEALTH CLUB MEMBERSHIPS

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 reopening 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.

 

I have a wedding booked, what should I do?

Couples who have weddings booked before 30th June 2020 have already been contacted by our weddings team to discuss the options available.

Any couples with weddings booked after this date, and who are looking to reschedule, 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

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

Am I still able to use other facilities?

 

As of 24th March 2020 all venues and locations at Ribby Hall Village are temporarily closed. Our phone lines will no longer be in operation until further notice.

 

 

 

 

 

 

 

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