All UK villages are closed until 5th July, Longford Forest is closed until 19th July. Our Contact Centre remains closed.  Find out more

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We have made the decision to extend the closure period of all UK villages until 5th July and Longford Forest 19th July. This decision continues to support government advice and our priority to keep our staff and guests as safe as possible.

We’re offering the option to either reschedule your break or receive a full refund (excluding any insurance payment).

Yes, breaks are on sale for arrivals up to December 2021. You can rebook for a new date in the future with no amendment fee and we’ll also offer you a £100/€100 discount from your new break.

Please note that if you select a lower-priced break we will still offer you the discount and refund the difference. If the break you select is higher-priced, we will, again, apply the discount but you would need to pay any outstanding difference. Please note that the discount is only applicable once, in the event of a further date move the discount will not apply again.

We hope you’ll rearrange your break but we understand that this won’t be possible for everyone. If you prefer a refund you may, of course, take this option. Please note that our refund process is unfortunately much slower than usual right now. If you are affected by the closure, we will have been in contact with you asking your preference. If you haven’t heard from us please read our latest news for more information.

Yes, however, activity, restaurant and spa reservations are booked on a different system to our accommodation and in some cases we will need to talk to you to action a refund of these. 

If you initially booked your activities, restaurant or spa reservations via our website we are contacting guests close to their arrival date with instructions on how to cancel these via your online account.  

If you are awaiting your refund and your arrival date has now passed, we’re currently working on a new automated solution to action these refunds remotely and safely but this isn’t in place just yet. Until we have a new process, we have a very small team from our Contact Centre who can action these refunds securely, this team will make contact within the next few weeks or we will email with details of our new automated solution. 

Firstly, identify which category below your booking falls into:

1. Lodge booking only with NO activity, restaurant or spa bookings
If you have already completed a form to tell us you wish to move the date of your break or receive a full refund, we are working through these as quickly as we can.  There is no need to do anything else.

If your booking falls into this category and you haven’t completed a form please do so here. Please do not complete a second form.

2. Lodge booking WITH activity, restaurant or spa bookings made via our website for future arrival dates only:
You should have already received an email from us with instructions on how to cancel your activities, restaurants and spa bookings online and with a link to a form to let us know if you would like to book a future date or receive a refund for your lodge booking. Please carefully follow the instructions within the email.

This process unfortunately won't work if your arrival date has passed, you initially booked your activities, restaurants or spa reservations via our Contact Centre or you have booked a spa day or package via our Aqua Sana website. 

3. Lodge booking WITH activity, restaurant or spa bookings made via our Contact Centre or all lodge bookings with activity, restaurant or spa bookings that are now in the past.
If you have already completed a form to tell us you wish to move the date of your break or receive a full refund, we are working through these as quickly as we can.  There is no need to do anything else.

If your booking falls into this category and you haven’t completed a form please do so here. Please do not complete a second form.

The team will contact you via email to confirm your lodge refund or date move once this is actioned.

We have a new online refund solution for activity, restaurant and spa reservations. We’re currently working to refund guests with activities up to 25th May. If you have activity, restaurant and spa reservations on or before 25th May and you’re waiting for a refund you will receive an email in the coming weeks.  Please keep an eye on your inbox and follow the instructions to receive your refund.

The new online refund process will work for most guests but if you don’t receive an email our team will contact you soon to process your refund.

I am waiting for a refund for activities, restaurant reservations and/or Aqua Sana bookings:

We have a new online refund solution for activity, restaurant and spa reservations. We’re currently working to refund guests with activities up to 25th May. If you have activity, restaurant and spa reservations on or before 25th May and you’re waiting for a refund you will receive an email in the coming weeks.  Please keep an eye on your inbox and follow the instructions to receive your refund.

The new online refund process will work for most guests but if you don’t receive an email our team will contact you soon to process your refund.

We are working through forms in the order these are received and we will confirm your change of date or refund via email as soon as this is actioned.  Please allow a few weeks once you have submitted your form as we have thousands of guests to help.

Please note that, we only have a small team working from home so this may take us a number of weeks due to the volume of guests impacted by this situation.

This isn’t our usual service response time and we’ll come back to you sooner if we can.

Please don’t worry, even if we haven’t managed to contact you before your scheduled arrival date, you will still be able to rearrange your break or receive a full refund.

Our Contact Centre is currently closed. This means that we cannot accept any inbound calls from our guests and we can only make a small number of outbound calls.

We do have a small team working from home to process cancellations and changes during the closure period but as the team is reduced it is taking us longer than we would like to get back to our guests. The team are also keeping an eye on social media channels and communicating via email where possible.

We’re so sorry but our response times and refund process will be slower than usual right now.

We have a very small team from our Contact Centre who are calling guests to action refunds of activities, restaurant and spa bookings. This team are calling guests in date order and will require your card details to action your refund.

We have 1000’s of guests that need our help right now and a reduced team which is slowing our response time.

If you are on a break in the future and currently not impacted by the closure dates, please do not contact us at this time to allow us to deal with guests with imminent breaks.

As it stands, our UK villages are closed until 5th July and Longford Froest is closed until 19th July. We will continue to closely monitor and follow government guidelines so please keep a close eye on our website for any updates. If anything changes for your break, we will contact you directly.

As we all continue to adapt and react to the changing circumstances and whilst we await any further guidance from the Government, we’ve decided to reduce the final balance payment date to 2 weeks prior to arrival for all UK village breaks up to 16th July and 5 weeks for all subsequent breaks across all villages until 13th August. All other break dates for all villages remain at the usual 10 weeks.

Please don’t worry, this means that our Finance team have actioned your refund and the money is on its way to your account.

We are here to help

Haven’t been able to find the answer you were looking for, or do you need need more help? We are only a phone call or email away.