Booking Changes due to Coronavirus

Coronavirus related booking questions

I booked my camp pre-covid, is it still running?

Please check (here) for a list of confirmed and cancelled camps (once we have confirmation on Monday)

I have been trying to call your main office line and can not get through – how do I reach you?

Due to the unprecedented volume of booking enquiries we’re receiving and the very few spaces we have remaining on the camps we’re running this summer, we’re no longer able to take new bookings over the phone. Click here to select your venue and book online. If you’re unable to make the booking online or you see a ‘call to book’ message this means we’re at capacity and have no more availability. To get in touch regarding any enquiry, you can speak to our membership team via online chat Monday – Friday. We apologise that during this time you won’t be able to speak with us directly but thank you for your patience and understanding as our small team work hard to process cancellations, whilst also preparing for the summer camps going ahead.

I have emailed you several times and have had no response?

Due to our small team being furloughed and returning after a number of weeks away, we continue to catch up on the back log of inquiries. We’re currently working to a 2 week response time so please bear with us – we will reach out to everyone who has emailed. In the mean time you can read our Parents Page which details up to date information about our covid-adapted camps.

I have sent my childcare voucher payment but these haven’t been applied to my booking and I have a payment due?

Due to our small team being furloughed and returning after a number of weeks away, we continue to catch up on the back log of voucher payments made to us. We’re currently working to a 1 week processing time so please bear with us – if you are charged you will automatically be refunded when the vouchers are applied.

I can’t see the dates I want on your website or it’s not letting me book online

If the dates you’re looking for are not showing online, this will be because we have either sold out or are not running on these dates (if you have a booking in place already for these dates, you can call us to check the status).
Where it advises you to ‘Call to book’ this means we have very limited spaces remaining or have just reached our capacity.

My camp has been cancelled and I have emailed you with my refund preference, however, I have not received acknowledgment of this yet or my refund.

To ensure all members are made aware of camp cancellations as early as possible, we inform hundreds of members at the same time about their camp being cancelled. Sadly, we do not have the means to refund bookings en mass, which means refunds are carried out booking by booking to ensure there are no issues. The turnaround time on refunds (as with easter) may be up to 28 days. We understand these are challenging times and alternative arrangements have to be made and paid for and our team are working very hard to prioritise Summer refunds. Our team will email or call you to confirm your refund has been actioned.