Coronavirus Frequently Asked Questions
What will a holiday at Polmanter be like in 2021?
Since it looks like COVID-19 isn’t going away any time soon, we know that holidays will continue to be impacted by the virus in 2021
We can’t say exactly what this summer will bring, but we can reassure you that we will keep the safety of guests and staff at the heart of the decisions we make over the coming weeks.
We will keep our Coronavirus blog page updated with the latest news, and we have introduced our Holiday Protection Plan for touring holidays which can be added at or before the time of payment of your balance to protect your holiday against the event that Coronavirus illness or self-isolation unexpectedly affects your ability to take your holiday.
We’d like to be able to offer socially distanced versions of all the facilities that you usually enjoy, but recognise that some can’t be made safe enough at this stage, and will regretfully have to be closed temporarily, or for the season – such as our indoor children’s play area, and Escape Spa.
Here are our replies to the questions we’ve been asked most frequently so far – we’ve answered to the best of our knowledge as the guidance currently stands. We will keep updating, and adding information as we go along, and we won’t restrict facilities further than summarised below unless there’s a compelling reason to do so.
If there’s something else you need to know, drop us an email, FB message, or give us a call and we’ll do our best to answer.
When is the campsite reopening?
We should have been set to reopen on 27th of March 2021, but following the announcement of the ‘Lockdown Roadmap’, the earliest date is now the 12th of April.
We are not permitted to open shower facilities, but can provide toilet facilities, water and waste disposal points, reception, shop and laundry facilities, plus take-aways from The Stable Bar.
It appears that the earliest date that we can welcome guests who require our shower facilities will be the 17th of May, depending on the tests / roadmap that the government have set out.
What are your COVID-19 cancellation policies?
Please see our Touring and Self-Catering Terms and Conditions for full details, however, in summary:
If you, or we, are in ‘Lockdown’ legally prevented from holidaying, then we will arrange a full credit or a refund minus Direct costs (£15 for deposit only, £25 where deposit and balance need refunding).
We strongly recommend that you take out Travel Insurance, (or our Holiday Protection Plan if you are a campsite guest) to cover your holiday in the event of COVID-19 illness or self isolation, as we will not provide a refund in these circumstances.
Can I arrive early and use the entrance field?
We are lucky at Polmanter to have an ‘Early Arrivals Area’, where you can park before check-in / moving on to your pitch
The field is available for guests who wish to travel during the night, and may need somewhere safe to park if you arrive early on their arrival day e.g. 4/5/6am before your pitch is ready.
Please note that we cannot accept guests to camp at Polmanter until the park is allowed to open, and so you must not plan your journey to drive to us during the day, and hope to stay on the arrivals field for the night before your booking if you are joining us for opening day.
We’d hate to get into trouble with our neighbours and the council for breaking ‘lockdown’ by allowing camping on the site too soon, after waiting so patiently to reopen.
What can you tell us about the facilities that will be available this summer?
Last year, we were relieved to hear the Prime Minister announce that shared facilities can be used on parks as long as they’re kept ‘clean’!
Regular guests will know we already aspire to better than ‘clean’, and we’ve also got plans and protocols in place to ensure that shared facilities are even more sparkling than ever.
We found that the measures in place last year were well received, and we had no known cases or transmission on site, which we feel was in part testament to the hard work of our team in keeping the facilities so spotlessly clean!
It seems that we may this year have to have a phased reopening, with the park opening initially from the 12th of April at the earliest, without communal shower facilities (but we are now permitted to offer toilet facilities), and then we should be able to open shower facilities in ‘Step 3’ – currently planned for the 17th of May at the earliest.
We’ll continue to watch out for further details on this, but we have clear processes in place from last season which worked well, and hope that we will be allowed to reopen as many shared facilities such as our amenity blocks, site shop and the Stable Bar and Restaurant with the same level of caution as soon as we can.
Will amenity blocks be open?
It seems that we may this year have to have a phased reopening, with the park opening initially from the 12th of April at the earliest, without shower facilities, or dishwashing facilities, but with the toilet and sink areas open.
We installed hot taps just outside the dishwashing rooms at each amenity block last year, for guests who preferred to fill a bowl and wash up back at their own pitch, rather than use the shared dishwashing rooms, so these may be helpful again this season!
We hope that our amenity blocks – including toilets, showers, family rooms, baby bathrooms and dishwashing facilities – will be allowed to open again from the 17th of May 2021 at the earliest as part of ‘Step 3’, with the requirement for the guests using them to respect social distancing, and limit the time that they spend in the facility.
What precautions are you taking in shared shower/toilet blocks?
Previous visitors to Polmanter will know, that in our main amenity blocks there are 2 large rooms one for the ladies and one for gentlemen. These rooms contain toilet and shower cubicles, hand basins, (and urinals in the gents!).
These cubicles have tall partitions screening between each space, and to cope with the shower steam, we have air extraction above the cubicles, drawing air up and out of the building.
We will be asking guests to wait outside this room until a cubicle is free, so that the number of people in the room at once is limited, and so social distancing can be properly observed.
We also have an accessible shower room in each block, as well as individual rooms with a toilet/shower/sink, and baby bathrooms, which are useful for families. The family rooms will be open from 17th of May.
We already have full time cleaning staff – day and night – as it has always been important, when protecting guests from other potential contagious conditions, to clean often and thoroughly, but they have taken additional training around Coronavirus, and will be doing additional sanitisation rounds in between our ‘big cleans’ to sanitise frequently touched surfaces, such as door handles, taps etc.
We will be using our usual cleaning products, alongside virucidal wipes and Stabilised Aqueous Ozone (SAO), which offers a highly effective, safe and environmentally friendly cleaning solution, without the use of toxic chemicals! Both are tested to the EN 14476 standard recommended by the guidance.
Hair-dryers and hand dryers have been explored in the guidance, and we have been advised not to allow blow-drying in the amenity block, so we will be removing the dryers that we provide, and asking that you dry your hair back at your pitch.
The advice has stated that hand dryers may continue to be used in shared and public toilet facilities.
We do not anticipate that we will need to have staff policing the facilities, as the flow of guests through the facility should be efficient, especially if guests follow our requests to be mindful of the government advice to avoid extended periods in shared spaces indoors, and considerate of others queueing behind them!
We will provide hand soap, alcohol hand sanitiser and wipes for guests to help keep themselves safe whilst using the facility, and will mark out socially distanced queues to help ensure everyone knows where to go!
What is Tersano SAO?
One of our key sanitisation products is Tersano Stabilised Aqueous Ozone (SAO).
SAO is used around the world in healthcare, food service, education and more, to sanitise surfaces, with no toxins, carcinogens, or chemical residue.
We use a 2-stage process, first cleaning the surface, with SAO or a detergent, followed by the second stage of sanitisation with SAO.
Tersano SAO kills viruses and bacteria, and meets the EN 14476 testing standard required when choosing a product that is effective against Coronavirus. It is most effective when in contact with the surface for 60 seconds.
You may see our staff using spray bottles / misting devices to help deliver the sanitiser, and they may leave the SAO to air dry, rather than wiping off.
SAO is harmless to humans, and only water and oxygen remains after sanitisation.
Will reception be open?
Yes, our team will be in reception as usual.
We will set out a clear queuing system for guests who wish to pop in to see the team, but they are also able to answer queries by email, phone, and FB messenger if you prefer.
We’ll provide as much of our usual check-in information as we can by email prior to arrival, and will give information about check-in options closer to your arrival date.
Will the shop be open?
Yes, the site shop will be open. We recognise that the local supermarkets may be busy, and we’ll do our best to keep stocked with all the essentials you may need.
It will be accessed only from the main shop door, rather than also through reception, so that we can have a one-way system. We will limit numbers allowed in the shop at one time, and ask you to sanitise your hands as you enter.
Will the swimming pool be open?
We hope that we will be able to open the pool again safely as early as the end of May if government guidance allows.
Coronaviruses do not survive in chlorinated pool water, so we feel confident that an outdoor pool is a safe facility to share with our guests, with sensible measures in place.
In 2020, we asked guests to come ‘pool ready’ to swim, and return to their tent/caravan to change after swimming, only using the facility to use the toilet.
We may be required again to ensure that swimmer numbers are reduced, and a booking / band system may be in place at busy times, to ensure that guests are able to get fair access to the pool.
Will the Stable Bar and Restaurant be open?
We hope so!
In 2020, we were gradually able to move from offering take-away only to having a limited number of socially distanced tables.
This was supported by an online ordering service, so that guests could order their food from their table, with an efficient one-way system for take-away collection to avoid needing to hang about at pick up time.
We provided take-away cups and jugs, to enable guests to take their favourite tipple back to their pitch, or enjoy outside on the Stable Bar patio!
Regretfully, we were unable to offer our usual entertainment such as Bingo, Quizzes or live music during the 2020 season, and it remains uncertain as to whether this will be allowed for the season ahead.
Will the bus service to St Ives be available?
Yes, Royal Buses intend to run their service to and from Polmanter again for 2021.
They will need to comply with guidance around social distancing and hygiene on the buses, including asking all passengers to wear face coverings.
With the need to reduce number of occupants on the bus, it may be trickier to rely on this service to get to and from the town, but they will keep the service under review, and will seek permission from the council to increase the frequency of buses if possible.
Local taxi firms have also risen to the challenge, and have followed guidance to install shields between drivers and passengers, offer contactless payment, and clean/ventilate the vehicle between journeys.
The walk to and from St Ives is still lovely! It takes around 30mins on the way down – a little longer back, since it is quite hilly!
Will the children's play areas be open?
Yes, our outdoor play areas will be open.
Unfortunately in 2020 it was not safe or legal to open the indoor soft play area, and we anticipate that this may be the same for the 2021 season.
We will expect parents to supervise their children to encourage them to observe social distancing. We will provide hand sanitiser at each park, and recommend that parents encourage children to use this, or handwashing facilities at the nearby amenity blocks.
We will not have staff stationed at the play areas, but our team will be vigilant for, and respond to complaints about, any children that are unsupervised and causing a nuisance or impairing the ability of other guests to follow social distancing guidance.
Will the tennis courts be open?
Yes, the tennis courts will be available to book, but we recommend that you bring your own rackets and balls.
Will the putting green be open?
Yes, and we will use virucidal wipes to clean the clubs and balls between guests.
Will the games room be open?
Unfortunately government guidance recommended that indoor facilities such as games rooms were kept closed in the 2020 season, and we anticipate that this may remain the case for part or all of the 2021 season.
Will the spa treatment rooms be open?
Unfortunately, beauty and massage treatment facilities such as Escape were not permitted to open in the 2020 season.
We therefore took the decision to close the facility in 2020, and we have not yet made plans to reopen, as it is uncertain whether it will be safe to reopen, or whether there will be the demand for this service from guests for the foreseeable future.
Will the laundry room be open?
Yes, the laundry room should be open,
To promote safety, we will recommend a limit on the number of guests in the space at a time, and that you do not sit in the room to wait for your washing/drying to be complete.
You might want to bring your own laundry bag to make it easy to carry your laundry between the machines and back to your pitch once it is dry.
Will dishwashing facilities be open?
Yes, our dishwashing rooms at each amenity block should be open from the 17th of May. We may need to reduce the number of sinks to achieve better distancing. You will need to bring your own washing up liquid.
These will be cleaned and sanitised regularly.
We have installed hot water taps outside the dishwashing facility for the period between 12th April and 17th May when these facilities may be required to remain closed, so that guests can fill their washing up bowl.
Will chemical toilet disposal facilities be available?
Yes, chemical toilet disposal facilities should be available.
These rooms also have hand washing facilities for your use. Government guidance suggests you may wish to use a face covering when using this facility. You may wish to bring your own, and we will also aim to keep a plentiful supply in the site shop.
What facilities will be closed this summer?
As sumarised above, we anticipate that the indoor soft play, games room and Escape spa treatment rooms may need to remain closed for part or all of the 2021 season.
We hope that other site facilities should be allowed to be reopened safely, as they were in 2020.
If you have any specific queries or concerns, please feel free to email us on firstname.lastname@example.org or call 01736 795640