What to expect when you arrive
Where do I go when I arrive on location?
To ensure minimal contact, we’ve changed the way you check in and check out.
Your check-in time is at 4pm to accommodate our CleanAssure+ system. Early check-in and late check-out add-ons are limited right now.
When you arrive, park up and follow the social distancing markers to the Forest Retreat to check-in. In the Forest Retreat you’ll notice our team members are wearing face masks. Please remember to wear yours too as this is required by law.
We’re also required by law to take your details via the NHS Track and Trace system (Sprout in Scotland). If you’re in England or Wales, we recommend downloading the NHS Track and Trace app before you stay so you can scan your details in.
Help us to social distance by looking out for any queuing systems in place. We’ll try to make the process as quick as possible but it may take a little longer than usual. Our friendly team members do their best to ensure a fast-moving queue and appreciate your patience .
Can I check-in online?
You can’t check-in online but you can complete an online registration form to speed up the process. If you booked with us directly, this will be emailed to you before your stay and needs to be completed prior to your arrival.
If you booked through a third party, you won’t be emailed an online registration form so there’s no need to worry if you don’t receive one.
What essentials is my cabin stocked with?
Our cabins are designed to feel like a home from home. Find out what your cabin is stocked with by exploring our cabins.
We provide cleaning cloths and BioGuard spray for all of our guests. These are kept in your cabin ready for your arrival. This is so (if you want to) you can keep things clean the same way you like to at home.
Your cabin is also stocked with enough toilet paper and towels for your stay. There’s hand soap in the bathroom too.
If local businesses are closed, what supplies should I bring?
We offer a secluded self-catering experience in the heart of the forest, so it’s best to bring everything you usually need when you’re away from home.
We recommend bringing your own food, supplies and essentials - but the Forest Retreat is always well stocked if you need something. Get in touch with our team members through the TV in your cabin and they can make a contact-free delivery straight to your cabin door.
We also recommend checking with local authorities to see what shops and businesses are open before your stay. Please note we are not responsible if any local shops and businesses are closed during your stay.
Your cabin and hot tub
An updated cleaning process for the current situation
Our team members are trained to carry out the highest standards of cleanliness and we always deep clean your cabin before your stay. While we’ve been closed, every single cabin at every single location has undergone an additional deep clean.
We’ve also developed a new two-step process: after our usual deep clean, your cabin will be cleaned again. The second phase of cleaning focuses on cabin hotspots.
Cabin hotspots are the most used and most commonly touched areas of your cabin such as door handles, light switches and kitchen counters.
When we clean cabin hot spots we use BioGuard - a scientifically proven, medical grade hand and surface wipe system trusted by healthcare professionals. BioGuard is proven to protect against 99.9% of bacteria and viruses. It’s also PH neutral, dermatologically tested and environmentally friendly.
How can I be sure my cabin has been deep cleaned before my arrival?
We’ve developed our CleanAssure+ system so you can arrive at your cabin knowing no one else has been inside after the second phase of cleaning. Our team members deep clean your cabin, conduct an additional clean of cabin hotspots using BioGuard and lock up the cabin. They then apply our unique CleanAssure+ hanger to the cabin door. The CleanAssure+ hanger prevents anyone else from accessing your cabin and lets you know no one has entered the cabin before your arrival.
How is my hot tub sanitised?
We follow guidance from The British and Irish Spa Hot Tub Association (BISHTA).
Our team members give each hot tub a daily dosing of sanitiser to keep the water healthy, while ensuring the inside of the tubs above the waterline and lids are effectively sanitised.
You might see our team on your decking when they carry out daily checks. This is to ensure your hot tub is sanitised effectively. Social distancing will be applied throughout this process.
We also recommend taking a shower before you relax in the hot tub. Further information about using your hot tub can be found on the TV in your cabin.
Around location & the Forest Retreat
Social distancing and reduced contact
Social distancing happens naturally in the forest.
The nature of our remote, rural locations means it’s easy to find plenty of wide, open space (and avoid crowds and queues). And because you have your cabin all to yourself, you can enjoy complete seclusion for your entire stay.
Our team members are already experts at staying in the background to ensure your total privacy, but now they’ll be following social distancing guidelines at all times too. In fact, the only time you’ll see our team members is if you need them.
If there’s an emergency contact our on-location team through the messaging facility on the TV in your cabin and they’ll be there as soon as they can. Although it may take a little longer for them to reach you if it’s outside our usual opening hours.
If your request isn’t urgent contact the Forest Retreat within our opening hours and our team members will do their best to help promptly.
Can I use cash in the Forest Retreat?
At the moment, we won’t be accepting cash at any Forest Holidays location. This is to help minimise contact and to keep guests and team members safe.
It’s also easier and quicker to use contactless payments on location as we can pre-authorise a credit or debit card and you can order what you need through the TV in your cabin.
Any purchases made on location will be confirmed the day before you check-out and a card payment will be made. Confirmation of your final payment will be shown on the TV in your cabin.
Where possible, we also recommend going cashless when visiting local areas in order to reduce risk for rural communities.
How can I get in touch with a team member during my stay?
You can contact the Forest Retreat at any time through the TV in your cabin. They’ll deal with any requests contact-free and with social distancing applied where possible.
Do I need to wear a mask and gloves on location?
If you’re staying at a Forest Holidays location in England or Wales from 24 July 2020, face covering must be worn in shops and supermarkets as per rules set out by the Government.
This means you need to wear a face covering (mask, scarf or visor) when you check in, when you visit the Forest Retreat and when visiting local shops and supermarkets.
Read official guidelines for England and Wales or ask our team members any questions you have.
If you’re staying at a Forest Holidays location in Scotland, face coverings must be worn in shops and supermarkets as per rules set out by the Scottish Government. This means a face covering (mask, scarf or visor) should be worn when you check-in, when you visit the Forest Retreat and when visiting local shops and supermarkets.
Read official guidelines for Scotland or ask our team members any questions you may have.
Before you travel, we recommend checking up-to-date government guidance for the region you live in and the region you’re travelling to.
From 24 September, Forest Holidays team members on location will also be wearing face coverings as per the latest government guidelines. You also need to wear a face covering while dining-in at the Forest Retreat. This can be removed while sat at a table.
Can I order a takeaway at the Forest Retreat?
You can order a takeaway at the Forest Retreat. Place your order at the bar and receive your order number. Then wait outside at the specified collection point for your order. You can also order meals via the TV in your cabin to be delivered contact-free. A delivery charge fee for meals applies.
Please remember to wear your face covering when entering the Forest Retreat to place your order.
Food service times vary by location.
Can I dine in at the Forest Retreat?
You can dine-in at all Forest Retreats but numbers are restricted to allow for social distancing (this excludes Beddgelert).
Food is available to dine-in or enjoy on the decking Tuesday to Thursday and Saturday to Sunday. As per government guidelines we offer table service only. We also offer breakfast only on Monday’s and Friday’s. An in-cabin delivery service is available every day.
Blackwood Forest offers inside seating with table service when it’s raining or outdoor dining on the decking area.
Please note the dine in option at the Forest Retreat is unavailable for prior to check-in and after check-out.
Food service times vary by location.
Do I need to wear a mask when I dine in at the Forest Retreat?
As per current Government guidance you need to wear a face covering (mask, scarf or visor) inside the Forest Retreat. From 24 September Forest Holidays team members are required to wear face coverings too.
You may remove your face covering once you’ve sat down at your chosen table and while you enjoy your meal. If you leave your table for any reason you need to wear your face covering as per current government guidelines.
If you have a condition which means you aren’t required to wear a face covering or you’re aged 11 or under, you don’t need to wear a mask inside the Forest Retreat.
How does Forest Holidays apply social distancing and safety measures when guests are dining in at the Forest Retreat?
When you enter the Forest Retreat you’ll notice tables are spaced 2m apart with six chairs maximum per table. This is to reflect current government guidance. To help us manage the 2m rule, please don’t move to a different table once you’ve chosen one.
Choose your table before you make an order. Free tables are empty and have a note on them to let you know they’ve been sanitised. A team member wearing a face covering will take your order at the table. At the moment, we offer table service only.
Instructions for track and trace registration are on your table too. As per current government guidelines, these must be filled out otherwise we can’t serve you. Provide your details via the NHS app in England and Wales or the Sprout app in Scotland. Or we can take them manually. Please rest assured your details are kept safe.
If you’re ordering a takeaway, there’s no need to choose a table. Simply place an order at the bar and wait for your food outside. Tables are sanitised after each use so there may be a short wait for a new table to become available.
Please also follow current social distancing guidance while in the Forest Retreat.
Can I make a purchase at the Forest Retreat shop?
Forest Retreat shops in all locations are open for guests. Five people are allowed in the Forest Retreat shop at one time to allow for social distancing.
Are toilets open in the Forest Retreat?
Guests can use the toilets in the Forest Retreat providing they wear a face covering. For your peace of mind, wipes are provided for guests to wipe down the toilet before and after use. Toilets will be checked and cleaned every hour by our team members.
Can I get food and supplies delivered to my cabin?
You can get basic food and supplies delivered to your cabin. Simply order what you need using the TV and a team member will drop them at your cabin doorstep, contact-free.
What should I do if I develop COVID-19 symptoms during my break?
If you develop symptoms while staying with us, contact the emergency number listed on the TV in your cabin and in the Forest Life brochure so we can provide assistance and advice.
Activities and things to do
I’ve pre-booked an activity, how can I check if it’s still going ahead?
Each of our location runs different activities. To ensure social distancing is applied, many Forest Ranger activities have been adapted for your peace of mind.
In the run up to your break, look out for our emails to find out activity details specific to your chosen location.
If you’ve already booked an activity with us that needs to be cancelled, this will have been automatically refunded before your stay.
We’re constantly in touch with our third party activity providers. If you’ve booked an activity through a third party, we’ll let you know as soon as possible if anything has changed.
If local businesses are closed, what can we do for fun on our holiday?
Keen to have a paddle at the beach, explore a National Park or drive to a famous landmark? We recommend checking with local authorities to see what’s open before your stay.
Alternatively, our team members can advise you on places that are ready to welcome visitors. Please note we are not responsible if certain attractions and areas are closed at the time of your stay.
Unlike holiday parks, the beauty of a Forest Holiday is there’s no need to book packaged activities in order to have a good time. From wildlife watching and den building to long walks and picnics, the forest around you provides all the entertainment and tranquility you need.
What should I do if I develop COVID-19 symptoms during my break with Forest Holidays?
If you develop symptoms while staying with us, contact the emergency number listed on the TV in your cabin and in the Forest Life brochure so we can provide assistance and advice.