Frequently Asked Questions

Coronavirus – 25/09/20

The health and wellbeing of our holiday home owners, guests and employees is our top priority and we are closely monitoring the latest Government advice and situation relating to Coronavirus.

We understand that these are uncertain times and in a bid to answer as many questions as possible, have provided the FAQs below. 

We politely ask that you refrain from contacting our reception teams or us via Facebook as we are experiencing extremely high volumes of enquiries at this time.

Please see the section most relevant to you below.

Government announcements 22/09/20 - Coronavirus Restrictions

The UK and devolved Governments announced further restrictions relating to Coronavirus on Tuesday 22 September. These restrictions vary between the UK nations and, in some cases, by region or county. As such, we politely request that you review your own individual circumstances in line with where you are travelling from to determine whether you are permitted to travel to, and holiday at our parks/cottages.

HOLIDAY ARRIVALS & CONTACTLESS CHECK-IN

For your health and wellbeing, we are now operating Contactless Check-in for all holiday guests. Before you arrive, please take time to familiarise yourself with our new contactless check-in process by following the links on your e-booking confirmation sent to your email address. Please also check junk, clutter and spam folders.

HOLIDAYS: I have a holiday booked – what happens if the holiday parks and cottages are still closed because of Coronavirus?

As detailed in section 7 of our booking terms and conditions, if we are unable to provide the holiday that you have booked and we cancel before the holiday is due to start, we will provide a full refund.

HOLIDAYS: I have booked a Lodge, Holiday Home or Cottage and am due to arrive between now and Nov, what does this mean for me?

Lodge, Holiday Home & Cottage Holidays

Your holiday is scheduled to go ahead.*

Early check-in
Because of the enhanced cleaning and sanisation required before each guest arrival, we can no longer facilitate early arrivals. If you have booked an early arrival, this element will be refunded to you.

Receptions
Our reception teams are available on reduced hours and only contactable via the phone or email.

Your patience and understanding during this time is appreciated.

*Subject to change at short notice upon Scottish Government/UK Government advice. 

HOLIDAYS: I have booked a Tourer or Tent holiday and am due to arrive between now and the 1 Nov, what does this mean for me?

Touers & Tents

Further to the latest announcement from the Scottish Government, we're delighted to confirm that our Elie, St Andrews and St Monans Holiday Parks are open.*

Q. You previously confirmed that my 2020 holiday would be cancelled, what does this mean for me?

All tourer and tent holidays for arrivals on/after Friday 17th July have been re-instated. However, you have complete flexibility and from Wednesday 1st July can either:

  • Change your holidays dates to later in 2020**.
  • Cancel your holiday for a 100% refund (please allow up to 28 days from the start date of your holiday to receive this).

Please email your intentions to park reception asap and include your booking reference.

Receptions

Our reception teams are available on reduced hours and only contactable via the phone or email.

*Subject to change at short notice upon Scottish Government/UK Government advice. **If you choose to move your booking to a more expensive holiday in 2020, you will need to pay for any difference in price due. If you choose to move your booking to a lower cost holiday in 2020, we will refund the difference. Please contact park reception.

Your patience and understanding during this time is appreciated.

HOLIDAYS: Is your website open for bookings?

Yes, our website is open for new bookings.

OWNERS: Bottled gas deliveries

Elie and St Andrews Holiday Parks
To order gas, please phone your park reception by 1.30pm for same day delivery. Requests received after 1.30pm will be delivered the next day.

St Monans Holiday Park
To order gas, please phone Gray & Pringle on 01333 310 508 by 11am for same day delivery. Requests received after 11am will be delivered the next day (closed Sundays).

OWNERS: Important information about preparing your holiday home

When you first arrive back at your park, it is essential that you run the water through all taps (hot and cold taps) and showers before use for at least 5 minutes to flush through the water supply in your holiday home. In addition, close all toilet lids and flush. Doing this will draw treated water through the water system to sanitise the pipes in your home. Please do not use bleach or a chlorine based product to clean showerheads as this will counter act against the water treatment.

Please do not sublet your holiday home until you have done this and have adequately prepared your holiday home for guests.

Restaurants, Bars, Café, Takeaways and Games Rooms

We're delighted that we have been able to re-open our holiday parks and with everyone’s health and wellbeing a priority, are making every effort to minimise social interaction to ensure that the holiday parks do remain open.

In light of recent news events where Coronavirus cases are increasing across Scotland and the UK, and with a recent local outbreak reported at the Kinneuchar Inn, we have taken the responsible and considered decision not to re-open the restaurants this year and to close Ruddons Bar for the remainder of the season. This may appear more cautious than other high street pubs and restaurants, but any outbreak in our facilities could result in the closure of the entire holiday park.

The Mirador Café will continue to be open daily 4pm – 8pm for takeaway food and drink (including a selection of alcoholic beverages). The Braes will remain open Friday, Saturday and Sunday 4pm – 8pm for takeaway drinks. In addition, the Papa John’s Pizza takeaway is open daily 11am – 11pm at St Andrews Holiday Park. Takeaway menus are available to view on the links below. We appreciate your understanding at this time.

The Mirador Café (Elie Holiday Park)
• Open 7 days a week
• 4pm - 8pm
• Takeaway drinks and food
• Card payments only (contactless payment preferred)

The Braes Bar (St Andrews Holiday Park)
• Open Fri, Sat & Sun
• 4pm - 8pm
Takeaway drinks only
• Card payments only (contactless payment preferred)

Papa John's Pizza (St Andrews Holiday Park)
• Open 7 days a week
• 11am - 11pm
Collections and deliveries

Owners Xclusive cards will not be valid at this time.

Play parks and laundries are open. Games rooms remain closed.

TOURERS & TENTS: Safe barbecue use

We politely request that all tourer and tent guests observe our barbecue guidelines when on-park. Please click here for details.

TOURERS & TENTS: Wash blocks

Tourer and tent wash blocks will be available for use throughout your stay. Please see your e-booking confirmation for details of Contactless Check-in and key code access (where required). Please observe the latest social distancing measures when using the wash block.

Test and Protect (Track and Trace)^

As part of Government guidance, we now require that you email your park with the following details every time either you, your family, friends or guests visit the park or your holiday home:

  • Your pitch number
  • Name and contact details of each occupant
  • Arrival date


Please also email your park once you have departed.

Park email addresses:


Thank you and we look forward to seeing you soon.

^This data is for Test and Protect (Track and Trace) purposes only and will not be used for marketing communications.

VAT: Am I entitled to a VAT refund on my holiday?

Holiday prices include VAT at the prevailing rate. The temporary reduction in VAT to 5% has been implemented to primarily support those businesses particularly impacted by the Coronavirus pandemic within the Leisure, Tourism and Hospitality sectors. This support is vital to businesses like Abbeyford Leisure and as a result, the reduction will not be passed on to customers.

We're Good To Go!

We're Good To GoWe’re Good To Go” is the official UK mark to signal that we have followed government and industry COVID-19 guidelines, have a Risk Assessment in place and a process to maintain cleanliness and aid social distancing.