Questions regarding the re-opening of our holiday villages and the coronavirus

REOPENING OF VILLAGES

1.    Which villages are open / closed in Belgium?
We are happy to announce that our Sunparks villages are open again.

• The Aquafun is open. We guarantee that guests can swim once every day. All activities and facilities are available. We work with timeslots, which can be reserved as from the day of arrival. Timeslots can vary in length and numbers of guests allowed per park based on the size of the pool and the occupancy of the park. 
• Restaurants are allowed to be open until 01:00h. Guests are allowed to come with maximum eight persons at one table. Our take-away service and Retail delivery services remain available. 
• Indoor facilities are open. Basic measures such as keeping 1.5 meter distance and wearing a mouth mask is obliged.
• It is allowed to stay in an accommodation with one household plus eight persons from a different household (kids aged 12 years or younger do not count). This includes both guests as visitors.


2.    Where can I get more information concerning my questions about the coronavirus related to Sunparks.

For questions regarding rebookings, the regular contact number for Sunparks can be used: 0845 351 0109 (4p/min).

For all other Corona related questions, special information numbers have been created for all the Corona virus questions related to Sunparks per country of origin. These are as follows:
• BE Crisis: +3228947448
• NL Crisis: +31107980988
• DE Crisis: +4922165031424
• FR Crisis: +331 73 27 55 97  

Guests are encouraged to plan their own visit based on the available information, provided by local authorities. All available information is accessible on local government websites:

• United Kingdom
• The Netherlands, national and international information
• France
• Germany
• Belgium

BOOKING, FLEXIBILTY, PRICES

3.    Guests who have booked with a group of more than 1 household per holiday home. What is your policy?
8 different persons are allowed in a cottage (-12Y not included), with a maximum of 15 persons in total. This includes both guests as visitors.   

4.    I have booked a catering or leisure arrangement that is not available at village park, what is your policy?

All indoor catering facilities are operational again.  

Restaurants are open. Guests are allowed to come with maximum eight persons at one table. Our take-away service and Retail delivery services remain available. 


5.    What are the terms & conditions of the recreation-voucher?
You can find the terms & conditions of the recreation-voucher here.


PRODUCT OFFER

6.    
What product offer will be available in the village and do guests receive compensation due to the adapted product offer?
Guests who are affected by a strong limitation of our product offer, and who are entitled to a compensation, will be contacted by us and informed on the applicable compensation. We will inform you pre-arrival via e-mail. There is no need to contact us.


7.    Will the Aquafun be open? 
The Aquafun is open. We guarantee that guests can swim once every day. All activities and facilities are available. We work with timeslots, which can be reserved as from the day of arrival. Timeslots can vary in length and numbers of guests allowed per park based on the size of the pool and the occupancy of the park.


8.    Information regarding reservations for the Aquafun
For Sunparks Kempense Meren no reservation is needed anymore. For Sunparks Oostduinkerke, a reservation for the Aquafun can be made via the Whatsapp service.


SAFETY

9.    How do you guarantee safety for our guests and employees?
We continuously adapt our product to the guidelines of the government in every country. This to ensure the safety or our employees and guests. For example, we ask all our guests and staff to wash hands frequently for 20 seconds, cough/sneeze in elbow, use paper tissues, respect the 1.5 meter distancing and avoid shaking hands. Our parks have plenty of space to keep distance and all our guests and staff are asked to participate in the rules and guidelines set up to provide a safe environment

10.    What safety measurements is Sunparks taking?
All the safety measures that we are taking, are available at our website. Please visit our website for the most accurate information with regards to our safety measures

 Adults and children over 12 years of age are required to wear a mouth mask in all indoor facilities.


11.    Are friends and family allowed to come visit at the park?

Guests are allowed to have visitors over. One househould plus 8 different persons are allowed in an accommodation (-12Y not included), with a maximum of 15 persons in total. This includes both guests as visitors.

12.    I or one of my booking participants is feeling ill/has a fever. What is your policy?
Guests should postpone their stay if they are ill. Conditions depend on booking date. Please contact our customer contact center. 

13. Will there be surveillance in the park?
Our staff will be trained and informed about the rules and regulations. If necessary, our employees will approach our guests to make sure that the local guidelines are followed in the village. 

There is surveillance in our villages by our security staff, at day and night, to ensure a safe environment for both our guests and employees.

14.    Will there be a maximum number of guests allowed in the parks?
Sunparks follows the guidelines of the Belgian government. It is possible that in certain facilities a maximum of guests is applicable. 


15.    Is there an adapted arrival procedure?
• In case of fever, guests will be asked to go home where they will receive a corresponding voucher for a future stay.
• We make use of 100% online check-ins via e-ticket. This is mandatory (so checking in before arrival via Sunparks shop).
  - Guests who did not succeed with the online check-in can go to the reception for check-in. The reception is open during check-in (15h).
  - B2B and tour operating guests are allowed to check in via the reception, since they do not have access to the Sunparks Shop
• It is possible that we ask our guests to take temperature upon arrival.

16.    How do you guarantee a hygienic holiday home?
There will be extra time calculated to clean each holiday home before arrival of new guests. Hand gel, disinfection materials (masks depending on country) are for sale at our reception and Foodstore. In our facilities, you are also able to disinfect your hands.

17.   Is there enough space on your park to guarantee 1.5 meter distance?
There is enough space to move in and around the park without encountering other guests. Our accommodations are located with enough space in between. Those few accommodations that cannot guarantee 1,5 meter, will be out of stock. In our central facilities all measures are taken to guarantee 1,5 meter distance, like walking directions. Please visit our website for the most accurate information with regards to our safety measures.