COVID-19 updates from TOP 10 Holiday Parks

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COVID-19 updates from TOP 10 Holiday Parks

Hi everyone,

What unprecedented times we are experiences. The situation feels bizarre and surreal, and at times it’s hard to believe what we are reading and seeing. These are uncertain times, and naturally we’re all feeling vulnerable and scared. But we are all in this together, and through kindness and courage, we will get through.

As we navigate this journey, we continue to keep the safety and wellbeing of our customers and team members at the forefront of our thinking. We want to let you know more about what our parks are up against, and what we are doing in response to COVID-19.

Which TOP 10 Holiday Parks are open?
We have been advised by the government that Campgrounds and Hotels/Motels are considered essential services, so can stay open during Alert 4 if they choose to. Saying this, it is not viable for many accommodation providers around New Zealand to remain open at this time.

Our parks are a mixed bag, and the situation is changing daily. Nothing is more important to our parks than the health and safety of their team, families and the wider community. So how they have choosen to respond to the shift to Alert Level 4 looks different for each individual park. Some of our parks are open, others are open but not accepting new arrivals, and others are closed altogether. For those parks that have been left with little choice but to close, please know that it is done with a heavy heart. A list of park statuses can be found on the link directly below. These will be updated daily but are likely to change at short notice so please contact the park directly for real time information.

Status of all TOP 10 Holiday Parks

What will happen to upcoming bookings?
As you can imagine, with the announcement on travel requirements into and within New Zealand, we are currently receiving a high volume of emails and messages from guests making enquiries and refund requests for upcoming reservations. Many of our parks are still trying to determine a solution that is going to do the right thing by their customers, while also protecting their businesses. Where you can, we ask that you please arrange with the park to postpone your booking until a later date. Kiwi tourism businesses can use your support now more than ever.

For more detailed information about proceeding with booking postponements, cancellations or refunds, please follow the instructions below, depending on how you booked.

  1. If the booking was made directly with the park, either over the phone, email or on the park website, you will need to contact the park directly to determine the refund policy. All park contact details can be found on the TOP 10 Website Contact Page.

  2. If the booking was made via the TOP 10 group website (www.top10.co.nz), please modify or cancel your booking using this link.

  3. If the booking was made via a third party, including online travel agents (i.e. booking.com), traditional travel agents or other 3rd parties, then any request for a refund should to be direct to that organisation in the first instance.

  4. If you’re not sure how you booked, please contact the park directly for assistance.

At TOP 10 Head Office we have been providing advice to our park owners on how to respond to the crisis, however our parks are individually owned and operated and therefore they are ultimately responsible for the final decisions on cancellations and refund terms.

We ask for your patience please
The last few weeks have been extremely testing for our park staff. They have been putting their customers first, sometimes above their own self-care and it has put a big strain on everyone. When interacting with them, please understand that they have been under a lot of pressure, so please exercise patience and allow us an appropriate timeframe to respond to your enquiries. We are all doing the best we can, as fast as we can.

Thank you for your ongoing support and from our whānau to yours, we wish you the best health over the coming weeks and months.

Kia kaha,
From all the team at TOP 10 Holiday Parks