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

REOPENING OF VILLAGES

1.    Which villages are open / closed in Belgium?
Sunparks follows the guidelines of the governments in every country.

All villages in Belgium are closed until at least 1st of February, but most likely until 1st of March, 2021.

- This includes Sunparks Kempense Meren and Oostduinkerke aan zee
- We inform our guests by text and email with an appropriate solution.

We ask you to visit our website, which is regularly updated with the most accurate information.


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?
All villages in Belgium are closed until at least 1st of February, but most likely until 1st of March, 2021.
    
4.    I have booked a catering or leisure arrangement that is not available at village park, what is your policy?
All villages in Belgium are closed until at least 1st of February, but most likely until 1st of March, 2021.


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?

All villages in Belgium are closed until at least 1st of February, but most likely until 1st of March, 2021.

The situation differs per village. 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? 

All villages in Belgium are closed until at least 1st of February, but most likely until 1st of March, 2021.

Unfortunately, this means that the Aquafun will also be closed during this period.


8.    Information regarding reservations for the Aquafun
Due to the closure of the Aquafun, no more reservations can be made.


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 and also outside in places where 1.5 m distance cannot be guaranteed.

 Guests should come with a maximum of 1 person when going to the Reception, desk or Food Store

 Stage entertainment is closed and replaced with mobile entertainment on the parks.

A curfew imposed throughout the country in between 24.00 o’clock and 5.00 o’clock.
• Guests need to fill in the Passenger Locator Form if they enter Belgium and will stay there for more than 48 hours, and will always have to fill this in when arriving by plane, no matter how long guests stay in Belgium.

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


All villages in Belgium are closed until at least 1st of February, but most likely until 1st of March, 2021.

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?
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 on the village. 


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.
• Guest should go to the reception with a max. of 2 people.
• 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.

All villages in Belgium are closed until at least 1st of February, but most likely until 1st of March, 2021.