Before you arrive & Check-in

We're really looking forward to welcoming you on holiday. To make sure you have the best start to your break in these different times, we've had to change a lot of our welcome and check-in process.

Please take a moment to look at what the arrival process is below and the extra safe and secure measures we are taking to ensure you have a great time.

For the latest government information please visit haven.com/news.

Your holiday

Please check your holiday confirmation showing all the details of the park and the holiday you've booked.

The week before your holiday

Please look out for emails and text messages in respect of the check-in process we need you to do online before you arrive. It's really important we have the best email and mobile number to make sure we can keep you updated about your arrival.

New check-in app

In your pre-arrival email, you'll be given instructions for a new online check-in process. We'll need your check-in time and your car registration (or notification about public transport). This will then give you an allocated arrival slot.

24 hours before arrival

24 hours before you're due to arrive, you'll receive a reminder of the new check-in process. You'll be able to see your allocated holiday home and where it is on the park. If you have purchased Choose Your Holiday Home this will be the holiday home you selected online prior to the Lockdown period. All other guests' holiday homes will be allocated in the specified grade selected when you booked. Please save these details to your phone along with printing the map of the location of your holiday home and your check-in arrival time and allocated arrival slot (A-G).

Check-in process

Please remember to arrive at your allocated check-in time. Save your personalised map and allocated arrival slot (A-G). You must also have your booking confirmation and reference number. Our teams will be welcoming you so please do not get out of your car.

Please do not check in early

Due to the new processes and social distancing measures, we will NOT be able to check you in before your arrival time. So, please do not arrive early.

Welcome pack

On arrival you will be directed to your holiday home. Your holiday home will be sealed for you to enter. In the holiday home will be your welcome pack with everything you need to start a great holiday.

Feeling unwell or have symptoms

We want to keep everyone on park safe, so please do not travel if you are feeling unwell or are displaying any symptoms of Coronavirus.

Test and trace

Following Government requirements, we legally have to record all guests visiting our indoor locations including arcades, restaurants and entertainment venues for NHS test and trace purposes.

We ask that you download the NHS COVID-19 app and use this to scan the QR code on entry to our venues. 

If you are travelling to our parks in Scotland we will manually record your details and will securely store the data you provide, in line with GDPR for 21 days.

Please protect those around you and help us all get back to the things we love.

  • Step 1: Download the NHS test and trace app. Search NHS COVID 19 in your app store
  • Step 2: Follow the set-up details in the app
  • Step 3: Use the app to scan the QR code found on the entrance to the venues

Latest Government announcements

In order to comply with new Government restrictions, we will be closing our restaurants, bars and entertainment venues at 10pm across our parks in England, Wales and Scotland to conform with new curfew measures. For further information visit our FAQs. Face coverings must be worn until seated at your table in our restaurants and entertainment venues and when inside any of our venues on park, unless exempt under Government guidelines. Please follow the rules so that we can help keep everyone safe. Please note we can only allow a maximum of 6 people per table booking.

Coronavirus Book With Confidence Guarantee

Haven Holidays

It is free of charge and applied to all 2020/21 bookings. In relation to the Coronavirus outbreak you are covered for the following: 

1. The park is closed
2. UK Government restrictions on travel
3. You are unable to travel due to sickness or isolation
4. You consider it unsafe to come on holiday

All you need to do is call us at any point within the guarantee change window which is between 28 days and 3 days prior to arrival and you can: 

1. Transfer your holiday to new dates in 2020 or 2021, free of charge*
2. If you don't know your new dates, transfer your money into a Haven holding account to be redeemed against a future holiday, again free of charge*
3. Cancel your booking and receive a full no quibble refund 

Just call us during the guarantee change window period and our team will be delighted to help you.

Find out more

Safe and secure check-in

Haven Holidays

We really want to ensure that everyone has a fantastic holiday by the coast, so the check-in process has changed in order to keep everyone safe and secure. Once you arrive at the park entrance, please stay in your vehicle and you will be greeted by a team member. You can then drive straight to your accommodation or pitch and start enjoying your holiday. 

Check out this short clip to see what our new arrival process will look like.

COVID-19 and your personal data

Following the outbreak of COVID-19 and its development into a global pandemic, we, like many organisations are implementing a number of measures to safeguard our Guests, Owners and Team against the health threat that is being posed. We endeavour to maintain 'business-as-usual' to the extent allowed by our particular circumstances. 

As a result of these efforts, we are implementing a number of new processes. This may also mean collecting and processing new types of information about you or collecting data in a new way. For example to manage our arrivals process, ensure social distancing and or communicate with you if we need to, e.g. in a safeguarding situation. In all cases information collected will be limited to what is proportionate and necessary for the purpose and data protection principles will apply in the usual way. 

To ensure that we are transparent with you about how we process your personal data please see our Covid-19 privacy policy. This should be read with our main Privacy Policy. Together these are designed to advise you about how we may use the information we hold about you in general and in relation to the unprecedented challenges we are all facing in response to the recent outbreak. In most cases this will not be above and beyond what would originally be collected from you. However, in the case of a Covid-19 incident we need to ensure we can manage the situation responsibly to ensure your safety and wellbeing.

Cancelling your holiday booking

If you are affected by the restrictions and need to cancel your break, please use our online form to automatically cancel your break. Coronavirus guarantee terms and conditions apply which allows any transfer or cancellation within the period of 28 days and 3 days prior to arrival. If your break is not within this period please visit our regular Terms and Conditions.

The Haven Clean and Safe Charter

Haven Holidays

Our new check-in process will be managed by strict arrival times, provided pre-arrival, giving you quicker and faster access to your holiday home and avoiding queues at Reception. Please keep to these times to help ease numbers at any given time. 

You will be met by our team at the entrance, you will then make your way to your holiday home, where keys and welcome pack await you. 

Once cleaned, each holiday home is inspected by a specially trained member of our team. When deemed ready for guests, a special seal will be applied to the entrance door to signal the accommodation has been cleaned to our high standard.

Find out more

Social distancing

We will have in place social distancing measures on the parks as well as in the Supermarkets and shops and you'll see signage around the parks to help with social distancing.

Contactless payment

To reduce unnecessary handling, we encourage the use of contactless payment wherever possible.

Hand sanitiser

You'll see lots more hand sanitising stations around the parks for you to use frequently during your stay.

Face coverings

Face coverings must be worn until seated at your table in our restaurants and entertainment venues and when inside any of our venues on park, unless exempt under Government guidelines.

Enjoy

We know that you'll have a great time, with a real breath of fresh air and a chance to create memories with your loved ones.