Resort Opening Update

Updated 02.08.20

Great News! We're open for holidays.

 

It's been a tough few months for everyone, but we finally have some great news for you, our resorts are open and waiting to welcome you! 
And we have Swanage Bay View open for holidays too.

 

Keeping you safe, so you can confidently enjoy your stay…

Rest assured, we have been following the Government's guidance about safety and social distancing measures closely and making them our top priority. We're doing everything we can to safeguard the health and wellbeing of our guests and staff including deep cleaning all our accommodation and resort facilities and following our charter of increased cleanliness and safety measures.

 

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
- Facility capacities, where open, reduced to promote social distancing
- One-way systems in effect to reduce congestion
- Non-contact service is possible

 

Play your part, how you can help us:
- Don’t travel if you have a high temperature, please call our team on 03333 700 555 for alternative options in line with booking T&Cs
- Please use the hand gel and antibacterial spray provided
- Please ensure your hands are cleaned regularly with soap and water for at least 20 secs
- Please contact us by phone or email, unless essential don’t pop in and see us
- If you feel unwell, return home immediately. Once home let us know.
- Always observe social distancing
- Respect our team and fellow guests
- Have a great stay with us
-Thank you, take care, and have a happy holiday!

 

Bar & eateries and other leisure facilities

In line with the Government's announcement for the hospitality sector, our bars and eateries are open! To help keep you safe and to allow everyone the chance to enjoy these, we are practicing social distancing and introducing new ways of using these facilities - think of it as a new way to holiday!

 

Social measures will vary at each resort but may include capacity restrictions, one-way systems, takeaway offerings, outdoor seating and pre-booking tables. You will also be given full details when you arrive at resort for your stay. At a glance, the bar and eateries at the below resorts are offering food between 4pm – 10pm, last orders at 9pm:

The Bay Filey (open and serving food from 12pm - 10pm), Retallack Resort & Spa (open from 12pm - 10pm), Newperran Holiday Resort, Bude Holiday Resort (12pm - 9pm), Newquay Bay Resort (3pm - 9pm) and The Lakes Rookley. Most of these resorts will also be offering a separate takeaway menu, if you don’t fancy cooking but would prefer to have a relaxed evening, in your accommodation.

Please also note that we are only accepting contactless payments in these facilities too, so please be prepared when you visit. This is to limit the contact between you and our staff.

 

Watersports & activities

We’re pleased to let you know that the FlowRider surfing machine sessions, wakeboarding, our inflatable Aqua Park and paddleboarding are open at Retallack Resort & Spa. If you are staying at any of our Cornwall resorts, you are welcome to book yourself in for a session – Retallack Resort & Spa.

At The Lakes Rookley, we have paddleboarding, kayaking, and limited activities open now with safety measures in place. - Book now - The Lakes Rookley

At Newquay Bay Resort, the Surf School is back open as well, so you can learn to catch a wave or practice your skills with an instructor.

Most of the resorts that have children’s play areas will have these open but sadly, soft play at The Bay Colwell cannot open as per the restrictions from Government.

Heading north to The Bay Filey, their boules courts and tennis courts are open if you fancy a friendly knock about or game. And we're offering limited children's activity programme - see resort page for more details
The Bay Filey

And for the moment, we have stopped group children’s activities at all other resorts and entertainment at all resorts, as a measure to keep you safe.

 

Pools, gyms and spas

Great News! At St Helens Coastal Resort, The Lakes Rookley, Newquay Bay Resort and Bude Holiday Resort the outdoor pools are open. Our indoor pools are also open at The Bay Filey, Retallack Resort & Spa, The Bay Cowell, The Lakes Rookley, Newperran Holiday Resort and Newquay Bay Resort. Please see our resort pages for information on how to book swim sessions and please note changing rooms are not available, so please come swim-ready to your session.

The gym at The Bay Filey and at Retallack Resort & Spa are also open. And for those looking for a relaxing experience, The beauty room at The Bay Filey, the spa at Gara Rock and the ESYA Spa at Retallack Resort & Spa are all open and offering limited treatment menus.

We are reopening these facilities under strict government guidelines and social distancing rules.

Accommodation with BBQs

Please note, at Retallack Resort & Spa BBQs have been removed from accommodation during COVID-19. We're sorry for any inconvenience caused but this is a safety measure.

Travelling to our resorts

The latest Government advice is that you can now freely travel to our resorts in England, so pack up the car, enjoy your journey to us and then relax on your holiday.

Holidaying at one of our Isle of Wight resorts?
Just to remind you, you will be required to wear a face covering while travelling on the ferry to the island. This is in line with the Government's advice for face coverings to be worn on all public transport. The ferry companies are still running stay in your car crossings once a day too, so please book one of those if you’d prefer to travel in your car. - please note this will be stopped from 1 August. 


For more information about your ferry travel, please take a look at the Red Funnel and Wightlink websites to check their crossing advice and the safety measures in place.
It's a new way to holiday for a while, but if we all work together to follow the safety and social distancing measure, everyone can have a fantastic holiday with us.

 

Thank You & we’d like to take this moment to say thank you for your support in these challenging times, stay safe and we hope to see you at one of our resorts soon.

 

Aria Resorts

 

 

__________________________________________________________________

FAQs

See below some of the questions we get frequently asked

As per the announcement from HM Government on 08.07.20, VAT will decrease from 20% to 5% to help the hospitality industry recover from the impact of the pandemic, it is designed to help with cash flow and the payment of bills to our suppliers etc, and we are grateful for this assistance having been closed for over three months. 

VAT is chargeable at the point of invoice so invoices prior to the 16.07.2020 will still carry a 20% VAT burden that we have to pay.  

Our holiday prices are a fully inclusive rate of all taxes and we do not invoice VAT separately

We are committed to providing the most competitive value for money across the range of accommodation and resorts that we offer. We will continue to always provide great savings and offers throughout the year for all our guests, and the VAT change will help with this and for our industry recover! 

Please keep an eye out for our email promotions or visit our offers page for more details. 


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.

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. 

We recommend that you follow the Chief Medical Officers advice and wash your hands frequently and for a minimum of 20 seconds. We have increased the deployment of antibacterial hand sanitizers throughout our guest areas.

We have not had an outbreak of Coronavirus on any of our resorts and to help this continue, we are implementing strict cleaning procedures and increased the number of easily accessible santisers.

Please refer to our booking terms and conditions for information about cancellation, for bookings beyond our closed period. As it stands there have been no changes in our policy. 

Terms and conditions may be different with other providers, if you need more information whilst our resorts have closed due to Coronavirus and you have booked through a third party, for example Hoseasons, Secret Escapes, Booking.com, Expedia, Michael Paul Holidays, Red Funnel or Pitchup, please contact them directly with any queries.

If you have booked to visit the Isle of Wight through Red Funnel or WightLink, you will need to speak to them directly. If we have booked your ferry for you and you are due to travel up to July 3rd, please call us but bear with us as our phone lines are very busy. 

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. 

Currently, only The Bay Filey resort and Retallack Resort & Spa 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.

You can book your activities here

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

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. 

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.

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

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.

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.

Please give our online booking number a call on 03333 700 555

Yes, Bed Linen is provided in all accommodation

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

Yes, In most of our accommodation there will be a set of towels provided, however, we always suggest to bring a more, just in case.

We have a maximum of 2 dogs only, however, please check with resort on certain circumstances

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

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.

Please visit the contact us page and fill out the form or contact the resort specifically.

Yes, you can, you will need to have your own specific reservation number, departure date and the surname for the booking to log in. Please visit the my booking section

We’d like to reassure you that your holiday is important to us and your booking and all monies paid are safe and secure. To be as flexible as we can in these uncertain times, we have set up some very simple ways for you to alter your holiday online and of course, our call centre team is on hand too to help.
Please choose one of the following options:


1. REBOOK - Same Dates 2021- You can move your holiday booking to the same arrival dates in May or June 2021 for the same value as you paid this year, so there are no extra costs for you. To choose this option, please call 03333 700 555, we will do the rest and you will receive the new confirmation in the next few days.


2. CREDIT VOUCHER -We provide you with a holiday credit voucher to the value of what you have currently paid toward your holiday. This means that you don’t have to choose your replacement holiday dates right at this moment, you are free to rebook your stay for any time up until 31 December 2021 but you need to book this by 31 December 2020 to get it in the diary. The credit will stay on your holiday account with us until you choose to rebook.
To choose this option please call 03333 700 555, we will do the rest and you will receive your voucher in the next few days.


3. CALL US -If you’d rather rebook your holiday for another date in 2020, we will need to do this over the phone, but by all means, search for your preferred dates on the website first. If the date of this holiday is less than you paid, we’ll refund the difference back to you. If the value is higher then you’ll need to pay the outstanding balance. You’ll need to speak to our reservations team to do this or to discuss any other aspect of your booking.