Coronavirus: Guidance and Advice
Information and Guidance
Please find information, guidance, and advice regarding Bluestone's response to the Coronavirus (COVID-19) outbreak.
This page is regularly updated with information, though is all subject to change as restrictions are changed by the Welsh Government.
Guest Updates
Updated 27th November 2020
Following yesterday's announcement by the UK Prime Minister and today’s update by the First Minister of Wales, we are expecting further information on Monday, 30th November, relating to any further restrictions on hospitality and travel between England and Wales when the English lockdown is lifted on the 2nd December 2020.
We would encourage all our guests to read the Welsh Government’s Coronavirus FAQs outlining the current measures in place in Wales. Breaks including those due to arrive on Friday, 4th December, will continue to be covered by our Coronavirus Booking Guarantee.
We will update all guests following the next Welsh Government announcement on Monday, 30th November.
November Reopening - Updated 11th November 2020
Frequently Asked Questions
We are pleased to have reopened to guests living in Wales. We know many of you have questions about Christmasland and the new Welsh Government rules and regulations, so we’ve put together a set of FAQs, to help guests with specific questions.
We are still experiencing exceptional call volumes – sorry if you are having difficulties getting through. We kindly ask that you please only call our call lines if you are due to stay in the next two weeks.
Moving/Cancelling Breaks
If you need to move or cancel your break, to comply with the latest Welsh Government Guidelines, please email: breakchange@bluestonewales.com or refunds@bluestonewales.com depending on the option you’d like to choose. This can only be done between 21 and 5 days before the date you were due to arrive with us as part of our Coronavirus Booking Guarantee. Of course, should things change closer to your stay for your personal situation then our Reservations Team will be happy to help.
Please expect any refunds to be confirmed within 28 days of the date that you were due to arrive and please be aware that we are dealing with emails in accordance with the earliest arrival dates.
Get In Touch
If you still have questions about your break, or would like to get in touch with one of our team members, the best ways to reach us – as well as the call centre – are:
Email:
reservations@bluestonewales.com - for general enquires
breakchange@bluestonewales.com - if you would like to change your break
refunds@bluestonewales.com - if you are unable to stay with us and would like to cancel your break under our Coronavirus Booking Guarantee
Social Media:
You are welcome to message us via Facebook or Twitter.
Our teams will get back to you as soon as we can. Thanks so much for your support and understanding.
November Reopening - Updated 5th November 2020
We are really pleased to be reopening to guests living in Wales on Monday, 9th November. The Bluestone team has worked incredibly hard to put together this year’s Christmasland Chronicles festive journey– and we can’t wait to welcome our guests to be part of it.
Our utmost priority continues to be the health and wellbeing of our guests and staff. It is vital that we are all - our loyal guests and hardworking staff - aware of the important role that we each have to play.
Please note:- Current Government guidance from this date states you will only be able to share holiday accommodation with the people that you live with.
You can be assured that we continue to assess and review every area of the resort, as we have done since our re-opening in July. We have now increased our covid-secure measures even further, including:
- Reviewed and amended activities across the resort, in consultation with our local public protection team, to maximise covid safety
- Enhanced staff training in Covid secure protocols
- Reusable 3-ply branded masks issued to each team member, alongside enhanced hygiene packs
- Increased leadership reviews and support of the operation across the resort
- Enhanced support for staff, including through our wellbeing program which is managed by our People Services Team
- Introduction of a team of monitors to support social distancing, for your comfort and safety
It is also necessary – and vitally important – for you, our guests, to make sure that you are familiar with our Guest Charter which asks for your assistance too. We have developed the Charter to show our commitment to you, and we would appreciate if you could take some time to read it before your visit to understand the part we need you, our guests, to play to help keep yourselves, other guests, and our staff as safe as possible.
The aim of the Charter is to ensure your comfort and safety – so you can enjoy the Bluestone you know and love, while keeping yourselves and others as safe as possible as well.
This includes:
- Always observe social distancing of 2 meters
- Wash your hands regularly
- Wear a face covering in public indoor areas
- Follow all relevant Welsh Government guidance and measures (please read the Welsh Government's FAQs)
- Do not travel to Bluestone if you, or any member of your party, is feeling unwell
The measures apply both on the resort, and out and about in the wider area. Full details of the Charter can be found at:
Welsh Government Advice
It is essential that our guests are aware of the advice, guidance, and laws in Wales and act accordingly. We are strictly following the measures set out by the Welsh Government (please read the Welsh Government's latest FAQs). It is our guests’ responsibility to comply with these regulations. If a Bluestone guest is known not to comply, then unfortunately they will be required to leave the resort in order to help us to ensure the safety of our other guests and team.
If you feel unwell with coronavirus symptoms, are impacted by lockdown restrictions, or any government-imposed 14-day self-isolation or restricted movement requirement that coincides with your break, then please remember that you are covered by our Coronavirus Booking Guarantee. For further information, please visit:
We can't wait to see you for a magical, festive, Christmasland break – thank you for all your help and support to make this possible.
Book With Confidence
We don't want your holiday to cause you any headaches, so we've created the Coronavirus Booking Guarantee, which allows you to book a break, without the worry of what may happen in the future.
All breaks booked in 2020 that take place in 2020 and 2021, are covered by our Coronavirus Booking Guarantee, giving you flexibility, if you have to amend, change or cancel.
Get In Touch
If you couldn't find your answer here, please get in touch with our Reservations Team and they'll help you. If you're staying on the resort, please visit our contact our Guest Services team.