Frequently Asked Questions

Coronavirus – updated 03/07/20

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.

HOLIDAYS: I am booked to arrive on Fri 3 July and my holiday ends on Fri 17 July, what does this mean for me?

Lodge, Holiday Home & Cottage Holidays

Further to the latest announcement from the Scottish Government, we're delighted to confirm that our Elie, St Andrews and St Monans Holiday Parks and Cottages in Lower Largo will re-open earlier than antipicated and on Friday 10th July.*

Q. I am booked to arrive on Friday 3rd July and my holiday ends on Friday 17th July, what does this mean for me?

You have complete flexibility and from Wednesday 1st July can either:

  • Change your holidays dates to later in 2020**.
  • Change your holiday to arrive on Friday 10th July and receive a refund on the balance.
  • 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.

*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: 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 arriving on/after Fri 17 July 2020, 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 will initially be available from Wednesday 1st July on reduced hours and only contactable via the phone or email.

We'll update this page soon with further details...

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 will re-open earlier than antipicated and on Friday 17th July.*

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.

Q. I have booked a holiday and am due to arrive on, or before Thursday 16th July 2020, what does this mean for me?

Your holiday has been cancelled as previously advised and a full refund will be issued (please allow up to 28 days from the start date of your holiday to receive this).

Receptions
Our reception teams will initially be available from Wednesday 1st July on reduced hours and only contactable via the phone or email.

We'll update this page soon with further details...

*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, Cafes, Takeaways and Games Rooms

With the exception of the Papa John's Pizza takeaway at St Andrews Holiday Park, our bars, restaurants, cafe, takeaways, games rooms and laundries will initially remain closed at this time, although this is subject to change, please check this page for updates. Play parks will be open.

SEASONAL TOURERS: I have a seasonal touring pitch booked, is my holiday park open?

Good news! Further to the latest announcement from the Scottish Government, we're delighted to confirm that we will, after all, be in a position to welcome you back as a seasonal tourer from Friday 10th July at 9am*.

Very soon you'll be able to enjoy the delights of your seasonal tourer once more and the unrivalled freedom and fresh air of the great outdoors in your special part of the East Neuk.

Water taps and waste disposals will be available for use, although washblocks will remain closed until Friday 17th July (until then, please use your caravan's own self-contained facilites).

We'll update this page soon with further details but in the meantime please take time to consider these two options:

Yes, I want to return this season
We very much hope that you decide to return for the remainder of this season and ask that you email your park reception to confirm this before Friday 10th July (please include your pitch number). As promised, we will of course refund the pro-rata'd amount to you asap after the parks have re-opened for the time that we were closed.

No, I prefer not to return this season
Similarly, if you do not wish to return this season, please email your park reception to advise us (and include your pitch number). We will process a full refund of your seasonal touring pitch balance once the parks have re-opened. If you choose this option, please ensure that your caravan is removed asap on/after Friday 10th July.

Receptions
Our reception teams will initially be available from Wednesday 1st July on reduced hours and only contactable via the phone or email.

We hope you decide to return on/after Friday 10th July. Until then, please do not be tempted to travel to the parks.

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 and access will be advised prior to/upon your arrival. 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.

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.