Frequently Asked Questions
Coronavirus – 17/11/20
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 17/11/20 - Coronavirus Restrictions
In light of the latest restrictions announced by the Scottish Government, you are currently only permitted to travel to our holiday parks and cottages if you reside within Fife. If you have a November holiday booked and live outside of Fife, please contact us for a full refund.
Guests, owners and visitors - Coronavirus Test
In line with NHS Scotland, those who have had a Coronavirus test and are waiting for their test results to come back must not visit their holiday park until they have had a negative test result; or after a positive test result - have completed their period of self-isolation as per Government guidelines.
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.*
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.
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: Is your website open for bookings?
Yes, our website is open for 2020 bookings.
HOLIDAYS: When can I book a 2021 holiday?
Holidays for 2021 will be available to book in January 2021 (date yet to be confirmed). Sign up to our e-newsletter and we will let you know as soon as 2021 dates are released.
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.
OWNERS: Prepare your holiday home for winter
As we enter autumn, now is the time to arrange the winterisation (drain down) of your holiday home. If you have not already been contacted by one of our approved plumbing contractors detailed below, we advise that you make contact as soon as possible to secure your winterisation dates:
- Dave McQueen – email@example.com
- Kevin Cannon – firstname.lastname@example.org
- Scott Stewart – email@example.com
- James Aird – firstname.lastname@example.org
- Angus Caravans – email@example.com (St Andrews Holiday Park only)
Please ensure that park reception have a key on file for contractor access.
In general, contractors will winterise your holiday home on, or just after your leaving date, and will reconnect the water system and conduct a test for your return date in the new season. This will ensure that the water is drained from all of the pipes and that the appropriate level of antifreeze is used in the central heating system to protect from the frost.
We do not recommend carrying out the drain down procedure yourself as you will be responsible for any burst water pipes, damages to your boiler and any subsequent related damages. Any damages caused by self winterisation could invalidate your Landlord’s Gas Safety Inspection Certificate and any outstanding warranty.
Further advice can be found within our Owner's Guide.
Restaurants, Bars, Café, Takeaways and Games Rooms
Our café, bars and restaurants are now closed until the 2021 season. The Papa John's Pizza takeaway at St Andrews Holiday Park remains open.
Papa John's Pizza (St Andrews Holiday Park)
• Open 7 days a week
• 11am - 11pm
• Collections and deliveries
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 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.
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