Frequently Asked Questions

Coronavirus (COVID-19) guidelines

 

  • Cleaning regimes

    Following the easing of restrictions, our cleaning regimes remain at a really high standard and we encourage everyone to use the hand sanitiser provided before and after use of any communal facility. For more information, please see our COVID Secure Commitment.

  • COVID Secure Commitment - what is this?

    This is the protocol that we have put in place to give you the added peace of mind that we have made the necessary changes to our procedures to reflect the guidance from the UK Government and our industry on social distancing and safety requirements. You will see the COVID SECURE COMMITMENT stamp across our campsites as a recognition of this.

     

    Find out more about our COVID Secure Commitment

  • Do I need to wear a face covering on campsites?

    We ask that all guests at all of our campsites wear face coverings if entering Reception or Club shops and also when using toilet blocks, disabled facilities, laundry and communal food prep and dishwashing facilities.

    Campsites in Wales: The Welsh Administration has advised that face coverings continue to be mandatory for indoor spaces in Wales. We kindly ask all guests to wear face coverings (unless exempt) on our campsites in Wales when using areas such as: reception, the toilet blocks, disabled facilities, laundry and food preparation areas and dishwashing facilities.

    Camping and glamping campsites in England: Face coverings will not be compulsory in indoor spaces (other than reception), however please be aware that the Government advises the wearing of a face covering within an enclosed space where you may come into contact with people you don't normally meet. Please be considerate of your fellow members by complying with this expectation.

    Campsites in Scotland: The Scottish Executive has advised that face coverings continue to be mandatory for indoor spaces in Scotland. We kindly ask all guests to wear face coverings (unless exempt) on our campsites in Scotland when using areas such as: reception, the toilet blocks, disabled facilities, laundry and food preparation areas and dishwashing facilities.

  • What tent campsites will remain closed for now?

    Please visit our campsites reopening page for the latest information on our campsites.

  • What about communal areas, such as toilet/shower blocks, dishwashing, food preparation and laundry facilities?

    Please note: We ask that all guests at all of our UK campsites wear face coverings if entering reception or shops and also when using toilet blocks, disabled facilities, laundry, food prep and dishwashing facilities.

     

    Campsites in England: All internal shared facility areas, including toilet and shower blocks, wash up areas, laundry rooms, drying rooms and information rooms are fully open, with no restrictions. In order to continue to protect our staff, we will still be requiring social distancing, and the wearing of face coverings in our reception areas for the time being. Face coverings are not compulsory in indoor spaces (other than reception), however please be aware that the Government advises the wearing of a face covering within an enclosed space where you may come into contact with people you don't normally meet.

     

    Campsites in Scotland: All internal shared facility areas, including toilet and shower blocks, wash up areas, laundry rooms, drying rooms and information rooms are fully open, however face coverings are mandatory (unless exempt) in indoor spaces and we would kindly ask that you follow Government guidance on social distancing when in these areas as advised by the Scottish Executive.

     

    Campsites in Wales: The Welsh Administration has advised that social distancing rules will remain in place until at least 7 August. All internal shared facility areas, including toilet and shower blocks, wash up areas, laundry rooms, drying rooms and information rooms will be open and we will continue to operate them at a reduced capacity with our Covid Secure protocols in place, see our Covid Secure Commitment for further information.

  • If I develop COVID symptoms onsite, do I have to leave? What if I cannot, or I am unfit to drive?

    If you suspect you have developed COVID-19 symptoms whilst staying with us, we would ask that you leave the site immediately and call to update our site staff. Please do not continue to use any shared facilities, this applies to anyone else in your party. If you are unable to drive safely, please discuss with our site staff.

  • Will campsite shops be open?

    Whilst we are aiming to provide the ability to purchase LPG, toilet chemical and rock pegs at all campsites via a telephone order and collect service paid by credit card, unfortunately some of our campsites will not be providing the usual grocery shop offer. Therefore, please ensure you are as prepared as possible and bring all your grocery essentials with you.

  • Will kid’s playgrounds and games’ rooms be open?

    Our playgrounds and games' rooms across our network are now open with COVID secure protocols. Parents or guardians will be responsible for ensuring that social distancing protocols, in particular, are followed for the safety of all. We also recommend that children and adults wash or sanitise their hands both before and after playing on the equipment.

  • What about restaurants?

    All restaurants and bars are open and will be subject to social distancing requirements as applicable.

  • Are dog walks still available?

    Where possible these will be open, please ensure social distancing is maintained where possible, and please be considerate of guests as you pass by. To share the load, please consider walks off-site.

  • Can we invite visitors on sites?

    Campsites in Wales: We are pleased to advise that day visitors are once again welcome on our sites with a limit to six people from different households in holiday accommodation. In order to assist with the Government’s NHS Test and Trace programme, we still strongly encourage all guests to scan the QR codes in line with Government guidance located across the site with the NHS Covid-19 app.

     

    Campsites in England: We are pleased to advise that day visitors are once again welcome on our sites. In order to assist with the Government’s NHS Test and Trace programme, we still encourage all guests to scan the QR codes located across the site with the NHS Covid-19 app.

     

    Campsites in Scotland: We are pleased to advise that day visitors are once again welcome on our campsites in line with Government guidance. This means a maximum of 10 people from four households will be permitted indoor public settings with one meter social distancing and 15 people from 15 households are allowed to gather in an outdoor space without social distancing. Under 12's no longer count toward the numbers of households that can gather indoors in public spaces and homes. We strongly encourage all visitors to assist with Check In Scotland’s Test and Protect contact tracing programme.

  • What happens if you have a suspected or confirmed Coronavirus case on the campsite?

    If there is a suspected or confirmed Covid-19 case on our campsites, the individual will have been asked to leave the site and advised to follow Government advice. If NHS England (Test & Trace), NHS Scotland (Test and Protect) or NHS Wales (Test, Trace, Protect) staff contact the Site they may also advise on who else needs to be informed and if any further actions are required. At all times on the campsite guests are reminded of the need to maintain any applicable social distancing guidelines to minimise any health risks to themselves and other guests.

  • What happens if there is a local lockdown where there is a campsite?

    We will follow all Government and Local Authority advice and guidance, and your site staff will keep you informed. If we are required to close a site, please be aware that this may need to be done at short notice.

  • Will you be reducing VAT on bookings?

    VAT will now be charged on all UK campsite stays at the new 5% rate until 30 September 2021, then 12.5% rate from 1 October to 31 March 2022.  Experience Freedom prices have been adjusted to reflect the new VAT rate. The prices published on the website always reflect current prices, inclusive of the correct VAT rate, and customers will always be charged the published price at the time of booking - at the appropriate VAT rate.

  • I need to self-isolate, can I stay at an Experience Freedom campsite?

    In order to minimise the risk of virus transmission to other guests, and to maintain our COVID secure commitment, you will not be able to stay on campsites if you are required to self-isolate. If returning from abroad, please follow Government advice and travel directly to the location where you will be self-isolating.

Test and Trace guidance

 

  • What information do I need to provide?

    England and Wales: Our Experience Freedom campsites in England and Wales encourage all members and guests over 16 years of age to provide Test and Trace (or UK country variants) information. If you already have the NHS COVID-19 App you will be asked to use this to scan the QR code displayed on arrival or alternatively complete a paper form at the campsite. Any paper forms will be stored securely for 21 days after your departure, they will then be destroyed. If you move on to another Club campsite, you will need to complete the same process.

    Scotland: All our campsites will display a Check In Scotland Test and Protect QR code poster which we encourage you to scan on arrival at the campsite for all party members. Alternatively, we will use your booking details should Scotland Test and Protect Team contact us (you can opt out of this by emailing [email protected]).

    Northern Ireland: Campsites in Northern Ireland will be required to collect customer details to help with the Test, Trace, Protect contact tracing programme.

  • What are you doing with my personal data as part of Covid-19?

    Information about how your personal data is processed in relation to Covid-19 is at Section 3.24 of our Privacy Policy.

  • Will my personal data be automatically passed onto other people as part of this process?

    Any personal data held with Experience Freedom for contract tracing purposes will only be passed onto the relevant NHS service if they request it. If an NHS service in England, Scotland or Wales contacts us then it means that someone on our Sites Network or in our offices has contracted COVID-19 and they are attempting to get in contact with other people who now may also be at risk.

  • What data is provided to the NHS England Test and Trace, NHS Scotland Test and Protect and NHS Wales Test, Trace, Protect programmes?

    The information that could be shared with these NHS services is: name, telephone number, email address, postal address, date of visit, arrival time and, where possible, departure time.

  • Is my personal data safe?

    To learn how we protect your data, please see further information at Section 3.8 of our Privacy Policy.

  • What about scams?

    If we are contacted by one of the NHS services then we will carefully verify that they are from the said service before passing on any information.

  • What if I don’t want my details to be part of this process?

    The Test and Trace system is encouraged for all members and guests aged over 16 years of age to complete on arrival at our England and Wales campsites.

    In Scotland, we encourage you to scan the Check In Scotland Test and Protect QR code poster on arrival at the campsite for all party members. Alternatively, we will use your booking details should Scotland Test and Protect Team contact us (you can opt out of this by emailing [email protected]).

  • What if I live in one part of the United Kingdom (UK), but I will be visiting a different part? For instance, I live in Scotland and the site I am going to is in Wales.

    The advice is that you should use the relevant contact tracing App that relates to the part of the UK you live in normally regardless of which part of the UK you will be visiting (NHS COVID-19 App for England and Wales or the Check In Scotland App for Scotland).

About the accommodation

 

  • What should I bring?

     

    In the glamping pods, cabins, safari tents and yurts, we provide bedding and basic necessities but you may want to bring additional items such as a hair dryer, towels, toiletries, and games. Towels are also available for hire.

     

    If you’re snuggling up in one of our wooden camping pods for the night, you’ll need to bring your own bedding and camping equipment too (including cooking equipment).

  • How many people can stay?

    Yurts can sleep two to four people – inside there’s a king size bed and two pull out single beds, suitable for a family of four.

     

    Safari Tents can sleep up to five people – inside there’s a double bed, two singles and a bunk above the singles, suitable for up to five adults.

     

    Glamping pods can sleep two adults and an additional two children up to 17 years old. There’s a double bed, sofa bed and bunk bed (the bunk takes a maximum of 11 stone/70kg). Children under six must never be left unaccompanied whilst using the bunk bed.

     

    Universally Accessible Glamping Pods can sleep up to two adults and one child and includes twin beds with orthopaedic mattresses and a small sofa bed suitable only for a child.

     

    Glamping Cabins can sleep up to four adults and two children up to 17 years old. There’s a double bed that pulls down over the dining area, a double sofa bed in the lounge area and two single beds in the upper mezzanine level suitable for children.

     

    Universally Accessible Glamping Cabins can sleep up to three adults and two children and includes twin beds with orthopaedic mattresses, a bunk bed and a futon.

     

    Camping pods can sleep two adults and up to two small children (we recommend no older than seven or eight years old). Inside there is either a futon that converts into a small double bed or two camp beds. You can request an additional single camp bed for your children (subject to availability).

     

    Please note: due to the cosy dimensions of our camping pods, and to avoid disappointment, you can only book this accommodation online for a maximum of two guests. If you require more guests to stay in this accommodation please call us on 01342 777533 (Monday to Friday, 9am to 5.30pm) to discuss your booking.

  • Do you supply tea and coffee?

    All of our fixed, glamping accommodation types have tea and coffee sachets supplied for a refreshing first drink on arrival, along with a kettle and mugs. If you’re an avid tea or coffee drinker, you will need to bring enough of a supply of tea, coffee, milk and sugar for your stay.

  • Is there self-catering?

    Our yurts, safari tents, glamping pods and cabins come with a few appliances to help prepare simple breakfasts, snacks and light meals (kettle, toaster, microwave oven, fridge and utensils). To keep your sleeping areas clean and comfortable, we don’t provide full indoor cooking facilities.

     

    Our glamping pods include 2 gas cooking rings at all locations except Abbey Wood and Alderstead Heath. They also include a kettle, toaster, microwave oven, fridge and utensils.

     

    Our glamping cabins come equipped with 4 gas cooking rings, a full oven along with a kettle, toaster, microwave oven, fridge and utensils.

     

    Our universally accessible glamping pods and cabins come equipped with a 2 ring electric cooking hob along with a kettle, toaster, microwave oven and fridge and utensils.

     

    Our wooden camping pods don't feature cooking appliances, utensils, crockery and cutlery but you will find a kettle for that all-important cuppa.

     

     

     

  • Can I use a barbecue?

    Yes. A barbecue station is located in front of our yurts, safari tents, glamping pods and glamping cabins, where you can use a disposable charcoal barbecue.

     

    Our camping pods currently do not have a brick barbecue station beside them but you are welcome to use the disposable tin foil trays on a stable stand outside.

     

    Please ensure that your disposable barbecue doesn’t come into contact directly with the ground or decking. For your safety, please make sure that disposable barbecues are only used outside all accommodation and that they are left to cool before being thrown away. Never leave a barbecue unattended once lit, and please be considerate of other guests nearby.

     

  • Are we allowed to have a campfire?

    We do not allow campfires on site. We also ask that no candles or other naked flames are used inside or near any accommodation on site.

  • Are the yurts/safari tents/pods/cabins cleaned regularly?

    Your pod, cabinsafari tent or yurt will be thoroughly cleaned and sanitized and fresh linen will be provided before you arrive.

    The wooden camping pods are the only fixed accommodation where you'll need to bring your own sleeping bags or linen. For anyone staying longer than one week, it will be cleaned on the seventh day.

    Your unit will be equipped with hand wash, antibacterial spray or wipes and cleaning cloths to help you keep your unit clean during your stay.

  • Is there heating, lights and power sockets provided?

    Lighting, heating and power sockets are supplied to the glamping pods and cabins, camping podssafari tents and yurts. In addition, the pods and cabins are insulated and remain warm through the winter. There is an electric oil heater provided in the yurts and safari tents which are open from spring until early autumn – for cooler nights you might want to bring a hot water bottle too.

  • How secure is it on site?

     

    The camping pods, yurts, glamping podssafari tents and cabins can all be locked, however they don’t contain a safe. If you bring valuable items with you, it is your responsibility to keep these items safe.

  • Is there Wi-Fi?

    Wi-Fi is provided across all of our sites, however availability is limited on some and a charge may apply. Please check the specific location page for more information.

    Please note: there is no Wi-fi available on site at Troutbeck Head.

  • What’s the difference between a camping pod, a glamping pod and a glamping cabin?

    Camping pods are an upgrade from tent camping, providing the full camping experience without the hassle of bringing and setting up a tent. These wooden pods are well insulated, more secure, offer more privacy and shelter than a tent, plus they include heating and electricity to keep you warm and snug – lovely! You'll also have access to the onsite toilet and shower facilities.

    Glamping pods are like a mini lodge, giving you your very own self-contained hotel room in the countryside! These are perfect for guests who want to be in the middle of nature on our fantastic sites and want to keep creature comforts close by, like a sprung bed and a private toilet and shower.

    Glamping cabins are much the same as pods, offering single room open plan living with no separate bedrooms. However, they are larger and can therefore accommodate more people.

  • Are there toilets and showers on site?

    Yes, all of our sites have a toilet and shower building.

     

    Some of our fixed accommodation types are also installed with toilets and showers, they are:

     

    Glamping pods and cabins come with a flushing toilet and shower as part of the en-suite.

    Wooden camping podssafari tents and yurts do not have a toilet installed as part of the accommodation but high-quality facilities are available just a short walk from each of the units.

Making and managing your booking