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Covid-19 - FAQs

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COVID 19 | Customer FAQs 

Published:  29th June 2020

Updated: 29th June 2020

In light of the COVID 19 Pandemic we understand that with all the concern and uncertainty, the coronavirus is causing our customers we wanted to let you know how we are dealing with the current situation. These are unprecedented times for us all and we are trying extremely hard to ensure everyone is given up to date information. The situation we find ourselves in is extremely difficult, however we have endeavoured to find a way through this which is fair to all parties and we want to be as flexible and accommodating as possible, in order to retain the good will of all our customers.

I am due to come on holiday soon; what options do I have to change my booking?

We are delighted to now offer free cancellation to all our guests. 

Once a guest has made a confirmed booking, cancellation can be made for any reason, any time from 60 - 2 days before the date of the start of the holiday.  Guests will receive a full refund, less our £50 booking fee.

What measures are in place to reassure me that the cottages are cleaned effectively?

We have completed an industry recognised Covid-19 cleaning course and risk assesments for cleaning.  Cottages will be cleaned using a rigorous procedure and check list, finally disinfecting all cottages with a Log 5 disinfectant, which kills 99.999% of virus.  Pillow and mattress protectors will be cleaned between each stay and guest will be asked to remove and bag up all bedding and laundry before vacating the property.

All cottages will be supplied with cleaning materials, disinfectant and hand sanitiser.

Is your swimming pool open?

Yes, following the completion of our risk assesment, we are opening the pool to our holiday guests, with the following Covid-19 procedures in place.

Only members on one household to use the swimming pool at a time.  There will be a rota with an hour allocated per cottage.  Guests are asked to only use the pool in their allocated time.  There will not be any pool floats, toys, plastic furniture or bath robes left in the pool area - guests are welcome to bring their own.  Guests are asked to use the hand sanitiser before using the keypad and entering the pool and also toleave the pool cover off.

Can we go in with the animals?

We are not able to let guests enter the animal enclosures this year.  However, animals can be petted and fed from outside the enclosure, adults must ensure children and supervised and social distancing is maintained.  There will be hand sanitiser available to use.

Can we use the BBQ?

Yes - guests are requested to book the BBQ for their use and all equipement must be thoroughly cleaned after use.

Can we use the games room?

Yes - only one household at a time.  We will be issuing bats and a ball for each cottage, which must only be used by those guests and left in the cottage when not in use.  There will be hand sanitiser and disinfectant spray to use on equipment before and after use.

Can we use the trampoline?

Yes - children to be supervised and only one household at a time and shoes and socks to be left on.

Can we use the play park?

Yes, children to be supervised and social distancing guidelines to be followed.  Hand sanitiser will be available at entrance/exit.

Can we use the wendy house?

We have had to close the wendy house, due to the difficulty in maintaining social distance and being able to safely keep it disinfected.

Alternatively, we are keeping this page updated and you can find more information regarding the Coronavirus here: https://www.gov.uk/guidance/coronavirus-covid-19-information-for-the-public 

Am I able to make a booking with you?

Please check our availability and current prices on line, or contact us directly if you require assistance.

We are desperately trying to accommodate all our guest requests as favourably and quickly as we can. We are a small family run business and many of you have stayed with us for the last 30 years. We hope that the outcome will be favourable all round and you can look forward to enjoying a holiday in Devon. 

Look forward to hearing from you, 

The Treaslake Farm Team

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