FAQs

See below some of the questions we get frequently asked

We are pleased to be able to say we are fully open and can't wait to welcome you! 

So please continue to book with confidence, all our 2021 bookings are covered by our booking promise and our standard terms & conditions.

Following the final easing of restrictions on July 19th we continue to closely follow all the latest Government recommendations to keep you and our fabulous teams all safe here at Aria Resorts.

With that in mind, we will continue to strongly recommend the continued use of masks and personal social distancing when moving around our shared internal spaces. We will continue to offer the track & trace QR codes for you to log in when you visit us too.

Our swimming pools/gyms and bookable activities (varies by resort) will also be open, all of the information will be sent to you in your pre-arrival emails and available on resort.

Our bars and eateries are open (indoors and outdoors!) for table service and take-away, all of which can be ordered while you wait or via our new app.

Everyone at Aria Resorts is working hard to ensure you can enjoy a fun, relaxing getaway and we can't wait to see you at one of our resorts! 

We are very excited to announce that Aria Resorts and Away Resorts are going to partner to form a leading operator in the UK staycation market. Combined, Away Resorts and Aria Resorts will be one of the largest holiday resort brands in the sector and will comprise of over 20 high quality resorts across the UK. The acquisition of Aria Resorts by Away Resorts and its partner CVC Capital Partners VIII will complete later in 2021, following FCA regulatory approval.

Please be assured that there are no changes to your holiday booking or terms and conditions, and we will jointly continue to focus on delivering the best guest experience and providing top quality facilities and accommodation.

 

The safety and security of our guests and staff remain our highest priority, as it always has been.

As a leading UK holiday provider, we always focus on the highest standards of cleanliness and hygiene in our accommodation and our guest and public areas.

With specific regard to the current coronavirus situation, we have taken additional measures to make our cleaning and hygiene practices even more rigorous, based upon the official advice.
All our staff are receiving ongoing daily & weekly briefings and have been issued with updated operating procedures.

Our Charter:

You are in safe hands, with our commitment to you…

  • A fully trained and aware team
  • Increased cleaning procedures
  • Antibacterial spray available in central facilities
  • Alcohol hand gel available in central facilities
  • Perspex barriers at service areas
  • Social distancing markings on the floor as required
  • Facility capacities, where open, reduced to promote social distancing
  • One-way systems in effect to reduce congestion as required
  • Please wear face coverings were asked to do so (I.E Bars and communal areas)
  • Non-contact service is possible

 

The frequency of cleaning of our guest areas has increased specifically including but not just limited to; receptions, leisure & entertainment areas, cafes, bars, restaurants, pools, hard surfaces, door handles, public bathrooms, etc and we have continued the use of appropriate and recommended types of disinfectant and cleaning materials.

We naturally continue to clean on both arrival and departure of all internal and external areas of our guest accommodation, all linens, towels, etc are professionally cleaned, and replaced, and we have enhanced cleaning procedures in place for our housekeeping teams. 

Just to remind you, you may be required to wear a face covering while travelling on the ferry to the island. This is in line with the Government's continued advice for face coverings to be worn on public transport, please take a look at the Red Funnel and Wightlink websites for their advise for when you travel


For any more information about your ferry travel, please contact the ferry company directly or again please take a look at the Red Funnel and Wightlink websites to check their crossing advice, changes to schedules and the safety measures in place.

Please refer to our booking terms and conditions for information about cancellation. We follow the latest Government guidance and legislation, and affected bookings are covered by our booking promise. As it stands there have been no other changes in our policy.  

If you’ve booked with a third party booking terms and conditions may be different with other providers. If you need more information and you have booked through a third party, for example Hoseasons, Secret Escapes, Booking.com, Expedia, Red Funnel or Pitch up, you will need to contact them directly.

if you've got travel insurance, please check with your travel insurance provider for their terms and conditions. We always recommend you obtain relevant travel insurance prior to travelling to any destination, UK or Abroad. 

Yes, In our accommodation there will be a set of towels provided, however, we always suggest to bring a more, just in case, and of course beach towels for that day out.

Yes, Bed Linen is provided in all accommodation

We do have WIFI available for guests in the central bar and reception areas, however this may not reach to all accommodation.

Yes, you can bring your own BBQ. However, please ensure it follows fire safety rules and the BBQ should always be raised from the ground/grass.

Yes, all we ask is that on your supermarket notes, you ask for the driver to sign in at reception when he arrives on site.

Currently, only The Bay Filey, Retallack Resort & Spa and Newquay Bay Resort issue a leisure pass for guests. No passes are required at other resorts. Please check at your resort reception on arrival for local restrictions and opening hours.

Yes, we ensure that all hot tubs are emptied, cleaned and then refilled, with each change of guest. However this means that it may not be up to full temperature on your first night due to the period of time it needs to heat up again. We also conduct daily testing across all the hot tubs at our resorts.

You can book when you are on Resort, but during busy periods and to be sure you can always book your activities here

Yes, guests can visit your accommodation and use the facilities.

You can find what entertainment is on, on the resort page you're staying at. It will be under the tab Activities. View our resorts here

All of our resorts have the ability to check in out of hours. Your resorts will advise you on your pre-arrival call how to collect your keys of you are arriving out of reception hours. If you would like to confirm this prior to your pre-arrival call please use the “Contact us” page and select your resort

On arrival, your resort reception will issue you with a welcome pack that will contain all opening hours for the resort during your stay. Prior to your stay please use the “contact us” page and select your chosen resort for details. 

Yes, you can pay your balance on-line through the website, you will need to have your own specific reservation number, the resort you are staying at and the surname for the booking to log in. Please visit the my booking section and follow the instructions, we will email confirmation of your payment.  Please note your balance is due 8 weeks before your arrival date

It may have been caught in your email spam or junk folder, so we always recommend checking there first. If in doubt, please give our reservations team a call, and they can check all of your details and re send the confirmation if required. Please call on 03333 700 555

Out of hours emergency contact details can be found in your welcome pack and on your accommodation keys. Please remember that the emergency number is for emergency situations only.

All our resorts have the ability for guests to hire out our facilities for events and functions. Please use the “Contact us” to reach out to your preferred resort to see if they can meet your needs.

We'd like to have your feedback whilst you are staying with us, so please just pop into reception or speak to one of the team. You will also receive a guest survey on the day of your departure, alternatively please visit the contact us page and fill out the form or contact the resort specifically.

Retallack Resort, The Bay Filey and The Lakes Rookley are open all year round. Newquay Bay Resort, Newperran, Moffat Manor, St Helens Coastal Resort are open from 11 February until 1 November. The Bay Colwell and Bude Holiday Resort are open from 3 January until 1 November and Swanage Bay View is open from 4 March until 3 January.

If you booked directly with Aria Resorts, please call our central bookings number on 03333 700555
If you booked with Booking.com, Expedia or any other 3rd party company, please contact them directly.

We have a maximum of 2 dogs only, however, please check with resort on certain circumstances, you will also need to book the Pet Friendly accommodation, which is specifically allocated to guests bringing dogs.

To make your life that little bit easier we have got directions all here for you, just tap the resort you'll be visiting!

Retallack Resort & Spa

Newquay Bay Resort

Newperran Holiday Resort

Bude Holiday Resort

The Lakes Rookley

St Helens Coastal Resort

The Bay Colwell

Swanage Bay View

The Bay Filey

Moffat Manor

Gara Rock