COVID – FAQs & Feedback
The safety of guests, owners and employees is of the highest importance to Orion Holidays. After extensive research into government advice and guidelines, we have been working hard to do all we can to help prevent the spread of the virus.
Below we have answered some frequently asked questions but if you need any further information, please contact us on 01285 861839 or visit the contact us page to send us a message. You are also able to view our risk assessment here.
What will happen if I am unable to make my holiday due to go to government restrictions in force at the time?
Provided we have accepted and confirmed your booking, if government restrictions prevent you taking your holiday, we will either move your booking to another date at the prevailing rate, or refund what you have paid, less a £25 administration fee. See our guests feedback on their experience of having to cancel due to COVID restrictions below.
Take a look at our guests feedback on their experience of having to cancel due to COVID restrictions:
What will be open in the local area?
The re-opening of local businesses, attractions and facilities will be up to the business owners, so we are unable to comment officially on their behalf. However, the Cotswold Water Park has created a current status of re-opening guide so you are welcome to take a look at that. But we do still recommend checking directly with the leisure operator before making any plans as information is constantly changing.
What additional cleaning will you be doing? Including general cleaning, mid-stay cleans and sanitisation of the hot tubs.
All our cleaners, contractors and staff will follow social distancing procedures and everything they’re doing will be inline with government advice. Here you can find our enhanced checklist for house keeping.
We already have strict, high-quality procedures in place, but we will be emphasising the sanitation of high touch areas such as handles, windowsills, rails, remote controls, hairdryers, heating controls, light switches, plug sockets, light pulls, blind pulls, bin lids, keys and key safes, welcome tablets and welcome folder.
We will also be ventilating the properties during cleaning.
Mid-stay cleans on longer stays
To minimise contact, we will not be offering mid-stay housekeeping but if your stay is longer than 7 days and you would like fresh laundry, we can deliver this to you.
Hot tub properties
We will be emptying hot tubs between each stay so we can sanitise all the high touch areas on the tub. In some cases, this may mean the hot tub will not reach temperature until the morning after your arrival.
How do I check in and check-out safely?
We will use our key safe check-in, with guests letting themselves in. If you would like a meet and greet, please find more information in FAQ #6.
Check-in and Check-out times: –
Check-in will be arranged individually with guests to ensure the property is ready following the enhanced procedures. In some cases, check-in may be delayed beyond 4pm. Where possible we will always allow guests access as soon as the property is ready.
Check-out will be strictly 10am. If you are leaving before 10am or the night before, please advise us.
We will need to know check-in and check-out times to ensure the safety of all guests and staff so we can arrange the cleaning.
How will social distancing measures affect the meet and greet?
As normal, access to the property will be remotely via a key safe. We will be giving guests the option to have a meet and greet service. We can either do this in person which will be done following social distancing measures, or it can be done over the phone.
Can I still call someone out if there is an issue with the property?
Yes, you can give us a call, as usual, and we are able to send out our contractors who will assist. They will comply with all necessary guidelines.
What should I do if I become unwell during my stay?
If you become unwell during your stay, or knowingly come into contact with someone who has symptoms of COVID-19, we ask that you get in touch with us to let us know.