Frequently Asked Questions

Coronavirus – updated 30/07/20

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.

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?

Our website is now 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 to confirm that our bar and café at Elie Holiday Park and bar at St Andrews Holiday Park are now open daily 4pm-8pm. We are offering a reduced takeaway menu and ask that you observe social distancing measures. Takeaway menus are available to view on the links below.

Ruddons Bar (Elie Holiday Park)
• Open 7 days a week
• 4pm - 8pm
Takeaway drinks only
• Card payments only (contactless payment preferred)

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 7 days a week
• 4pm - 8pm
Takeaway drinks only
• Card payments only (contactless payment preferred)

Papa John's Pizza (St Andrews Holiday Park)
• Remains 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?

We are awaiting for further clarification on Government legislation and guidelines with regards to VAT reductions and will update this page as soon as we have more information.

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.