2020 Submitted Questions
from Members and Responses

Is there any opportunity for HF guests on European/Worldwide holidays to donate to the Pathways fund?

Are there any plans for more signature walking in Scotland?

Are guests using the online survey forms as paper not available? Guests I have spoken to only use Feefo survey not the full HF survey.

IT walks talks presentations do not show newer elements of the walk’s programmes. A very good initiative started well and then is not kept up.

The HF quiz is being repeated. Do we have to pretend we have not done it before? It is such a popular evening so a shame to see it losing its draw.

Response
This is a great suggestion regarding the Pathways Fund, and one that we are considering and how we can manage this for our guests on overseas holidays.

We will consider more walking in Scotland however our priority is to fill our properties. We do have island hopping in Scotland which are proving popular and we are expanding , although appreciate this is not signature walking.

We received a 1,400 more responses from guests at UK houses in 2019 compared to 2018! We have changed the timing of sending out our survey to be before the Feefo survey too.

Our teams have been working together closely to bring web content for 2020 up to date. The last iteration of our Walks Talks (before Co vid) used freely available online technology which brought us some limitations. Prior to the coronavirus outbreak we were on track to provide this latest iteration for our range of Walking holidays.

We are currently working with our volunteer leaders to help us create and road test a new quiz for reopening and to avoid repetition.

Reading through the Annual Report & Accounts 2019 I have some concerns which I wish to draw to your attention. While I applaud the easily read presentation and use of graphics it is an official document of the organisation and accuracy and clarity in presentation are essential.

Response
Thank you for your comments regarding the design and we have noted your comments regarding the graphs and charts used. We will note this for future production.

I’m sure it has been said many times but like the national parks your board of directors do have an age and an ethnicity problem. I do not think I can vote therefore, and I would suggest as it seems such an important meeting for HF, with rules change, that a plan to change the makeup of the board should be addressed.

Reading the Annual Report and more recently the Footnotes Magazine it is striking that members of the BAME community do not feature. I feel that it is high time that the issue of how hf can be made more attractive to our diverse population is addressed. I would suggest that the issue needs to be discussed at the AGM in September.

In the hf financial report it states that it has had the best financial performance in 22years - I realise that this situation will have drastically changed since the arrival of Covid but I do think that some money needs to be put aside for a project into how hf can work towards diversifying the clientele. It should be of great concern to hf that it is so WHITE in all its publicity and, in my experience, its staffing and consumers.

We, thankfully, live in a country with a diverse population and at a time of the Black Lives Matter campaign I would ask hf to consider how it can address my concern.

Response
Ideally, we would like the make-up of our Board to reflect the diversity of our members and are aware that, historically, this has not been the case. Consequently, in our 2021 Director recruitment campaign, we will be encouraging applications from younger members as well as from BAME (Black, Asian and minority ethnic) members.

In 2018 we encouraged applications from women members and are pleased to report that we now have 5 female Directors (compared with 3 in 2018).

However, and as you are probably aware, any of our members may choose to nominate themselves and members then vote for their preferred candidates. We are therefore limited in what we can do to redress the balance. Any suggestions that you can make would, therefore, be welcomed.

As a Board we are also committed to ensuring that we have Directors with the right skills and experience. Consequently, we are currently conducting a skills audit and gap analysis in order to support our 2021 Director recruitment campaign, and will be encouraging applications from members who have the key skills that we may be missing.

These are valid points and will form part of our strategy going forward in several of the key goals especially Develop Next Generation and Deliver Co-operative Excellence.

There has been encouragement to make early bookings. I have not previously made reservations before the start of the year but did try this time. When I tried for 3 consecutive weeks in March/April. I was told that the rooms were not made available for single occupancy in April and that I could only be put on a waiting list. If I had been booking as a couple that would have apparently been OK! Isn’t that difference discrimination against single people?

Response
Thank you. We would like to clarify that we do not discriminate against solo travellers. 40% of our bed stock is single rooms in our UK country houses. We continue to invest in new single rooms across the estate, either by creating leader bedrooms which release beds back on sale e.g. 4 new leader bedrooms at Derwent Bank, which has released 4 single rooms for guest use.

As a society we must ensure commercially that we are viable. We are mindful of our costs and outgoings at the country houses and we release twin and double rooms for sole occupancy when we can. Once rooms are released, we contact guests on the waitlist.

At least 40% of your travellers go as single people and yet you are offering holidays (Pembrokeshire Coast Path) that have no single availability at all. Not everyone is prepared to share a room with somebody unknown to them for personal/medical reasons. Surely you should be agreeing a contract with the hotels to suit your customers.

Response
Thank you for your recent enquiries regarding our Pembrokeshire Coast Path 2020 Trail. Due to the remote location of our Trails we often use small guests houses and hotels that have a limited number of rooms. For our Pembrokeshire Coast Path holiday we do not have an allocation of single rooms. Single guests can book to share a room with another guest of the same gender/sex. As an alternative we do have single accommodation on our Guided Walking holidays at our Country House Hotels.

Noting the current crisis we will not be allowing guests to share a bedroom with a stranger and we are seeking to find more single rooms with our partner hotels.

I feel let down by the numbers of Discovery Tours for Christmas 2020. Having the choice of only 2 venues and I have stayed at Abingworth in the past. I would be grateful of more choice in the future. Can this be revisited?

Response
We have reviewed our Discovery Tours at Christmas for 2020. One of the reasons for planning in fewer tours at Christmas is that we are finding it the wrong time of year as many attractions such as National Trust properties are not open at that time of year and therefore not the best for guest experience. We will continue to review this and how we can improve these holidays at this time of year.

HF Holidays has always had care for the environment and people as core values. Each year more long-haul holidays are added to the HF brochures, each of these holidays has a very high carbon cost. HF would be better to concentrate on UK and European holidays. With European holidays travel to the location by rail is a viable option for a lot of people and an enjoyable one. People want to go on long haul holidays, including me, but the ‘cost’ of them is becoming too great. HF Holidays expansion of this area is badly timed.

I seem to remember that, at the last AGM, a question was asked about using trains to get to European holidays. I have done this myself, so I know it is feasible, using Eurostar, high speed trains and sleepers. Is there any progress in this?

Response
Thank you for your question. At HF Holidays we aim to offer a range of destinations to inspire our customers. Travel by train outside the UK is an option we need to consider. Looking to the future we aim to work more locally with our partners and communities supported by one of our new strategic aims to ‘drive sustainability’. This is a significant issue with many levels and one of the first aims is to create a written charter of what we will be doing in this important area.

I note that in the recent accounts we received that the foreign HF holidays were only just breaking even (1% as against 5% for UK centres). There is a pressing need to make sure that every decision takes account of climate change and the environment (how much importance do you give this now?). This surely should mean not encouraging people to fly to foreign destinations for a HF holiday when there are perfectly adequate facilities in the UK. Therefore, from an economic and environmental point of view it would seem logical to ease back on the foreign holidays.

Response
Our overseas holidays are proving popular and their financial contribution is very positive. We closely monitor the performance of our overseas holidays both on a guest experience and financial return. Overall the holidays are generating healthy surplus. One of our new strategic aims was to drive further growth as we see opportunities for long and short haul noting sustainability.

We do expect a slower growth now due to covid 19. We will be looking at destinations, mode of travel and times of the year.

I made a suggestion last AGM, London that HF invest in a purpose built Eco-friendly new building. I formally ask this question. Consider an entirely new eco building with wheelchair access etc., family friendly, energy efficient buildings – with solar panels, Electric car charging points. Better still, have one nearer public transport. Could the new Board consider options and undertake some research? Compare the costs with any large guest house/hotel recently refurbished. Start a new Eco fund?

Response
This has been noted and we are looking at ways to improve our green credentials. Some of this has been covered in previous questions as improved sustainability is now a strategic aim. The current coronavirus will be delaying some of our plans but will not affect our longer term thinking.

It seems unlikely we will be in a financial position to create a newly built eco building however we will continue to pursue environmental improvements across our existing buildings and on our holidays. The virus has certainly interrupted many of our plans however we have been reviewing many aspects of our operations and how to be greener. Reducing waste plus holidays with less transport are two such ideas we are considering.

In Footnotes (November 2019) HF prides itself for environmental sustainability in reducing its use of paper and single use plastic. But what about the 'elephant in the room', namely HFs contribution to climate change by promoting holidays by air?
Please move as fast as possible to make changes with the Climate Change Emergency in mind. I was distressed to read the article on 'Discovering the Galapagos Islands and Ecuador' written by the Chair of the Board because it obviously showed that HF does not take the climate change emergency seriously as nothing can justify tourism at such an extravagant level without some benefit to research or political change. HF seems to be part of the problem rather than the solution.

Response
HF Holidays are increasingly aware of balancing environmental and sustainability issues with our members’ and noting guests’ desire to travel. We have long advocated the use of public transport to our 18 UK country houses and display this on our website. For all our European and worldwide holidays, we offer holiday pricing with and without flights as we are aware many of our guests either like to extend a stay or prefer to seek alternative modes of transport.

Our company has recently introduced into our product planning various options as we are very mindful in the need to consider sustainability factors at the planning stage of our overseas holidays. This entails seeking to work with local agents that respect their local environment and support their local communities. We appreciate our world is fragile and are committed to respecting it whilst encouraging a love of the outdoors.

In addition, being a forward-thinking business, we have a new strategy. This is an evolution of our 2020 strategy which is built around “building our tomorrow” with our guests at our heart. Two of the strategic priorities are to drive abroad growth and drive sustainability.  

I trust this goes some way to demonstrate that whilst we are aware of the impact of travel on our environment we are working alongside companies and organisations to promote greener initiatives. Our holiday planning as mentioned in earlier questions will be considering modes of travel both getting to and whilst on holiday.

I heard recently a Radio 4 interview with a man who had made many journeys to different European countries using trains not planes. Whilst rail travel in the UK can be both slow and expensive, in mainland Europe, this is frequently not the case. By researching online, this man managed to book some extremely cheap tickets on fast trains.
I had already decided that this year, I should like to take Eurostar to France (a new experience for me) and was amazed to find that HF Holidays are using planes for all their European Walking Holidays. Knowing that HF have tried to reduce use of fossil fuels and plastics in their UK houses, I cannot understand why they are not using trains for some of their European holidays. I have reluctantly had to book this year's walking holiday with Ramblers. However, Ramblers are not much better than HF, as my holiday to Avignon is the only one, they offer using a train from London.

Response
See above responses

From all the information that I receive and that is available from HF the emphasis is moving further and further from the statement that the organization is primarily a “Walking” company. It is getting almost impossible to get a sequence of straightforward “Guided" or even "Self-guided" walking weeks anymore! There are so many other activities now being made available that walking is becoming almost secondary. This appears to be coming even more and more the case each year. If it continues then I expect that many members, including myself will be spending less and less time & money with HF. It will also bring into question whether membership has any merit!
A secondary issue that makes booking much more difficult is the change through much of the year of specific locations, a very few, having a Saturday start to the week activities while all the rest have Friday starts - make consecutive bookings impossible!

Response
Over the last 10 years we can see that our guests appetite for short breaks has been growing – driven by the shift towards taking your main holiday abroad; pressures on time and budgets, and; a desire to make the most of your leisure time in the UK are all driving this demand and all UK operators are experiencing it.

Our challenge is to take advantage of this demand, while making sure we also continue with our strong week-long business which has also been gradually declining over the last 10 years.

The extension of the traditional off-peak Friday starts pattern into peak times at certain houses has helped this – we have seen rapid growth in the uptake of the 4-night Mon to Fri break, the weekends are starting to build (and are preferred by our younger new guests) and the impact on 7nightershas been relatively low. 

It is also clear that certain houses work better on certain patterns – typically the further flung houses such as Glen Coe attract lots of week-long business and are better on a Sat start; whereas some of our more central houses, such as Church Stretton, which are used as short break destinations by many of our guests, benefit from the midweek/weekend split of a Fri start .

Over the past few years we have seen growth in our core UK guided walking and longer stays – this has also been matched by growth in short breaks. This growth has been due to increased occupancy and extending the seasons at our houses.

In 2019 UK Guided Walking grew 2% and UK Self-Guided Walking by 5%.

Transfers from airports to holiday destinations – we normally make our own travel arrangements to European destinations, as we prefer to travel by rail. To some destinations this is not necessarily straight forward, and we noted that Explore now include airport transfers at no extra cost. “We are pleased to include airport transfers for customers booking a flight inclusive or land only trip where the flight arrives on the same day the trip starts and departs on the day the trip ends”
Naturally as HF members and generally satisfied customers in the past we would prefer to continue our holiday arrangements with yourselves but feel that perhaps more encouragement should be given to those making their own arrangements on a more a sustainable basis. Your views on this matter would be appreciated.

Response
This has been noted. We do provide guests the choice of how to travel to an overseas resort and the price reflects this. The published “no flight” price has no costing included in the price for the transfer from the airport and I know some competitors just highlight the holiday price without flight – this will look cheaper against the more inclusive cost of HF Holidays. Guests booking without our flight can book the HF transfer service provided its fits in with the timing of the scheduled transfer service.

We are looking at making our holidays more sustainable (as highlighted in previous questions).

As a member, I fully endorse HF's ambition to reduce its paper use, to reduce the impact of its activities on our environment. However, sending me a pdf copy of the guest registration form does not do this. It is a simple cost cutting measure as I am then required to print it out. The paper usage (wastage) is simply shifted, not reduced. And if I were unable to use double-sided printing (which I understand some people either cannot or won't), then the paper usage is increased. These forms are never referred to and so the paper is generally wasted.

Response
As part of our new strategy we aim to introduce Smarter processes. The registration form is one area we have identified would benefit from using online technology – covid 19 has interrupted this however we understand the issue.

We are looking to make other improvements across the society and next year we hope to launch a new Reservations booking system which will help with reducing paper and saving time.

I would like to thank all the HF Team (board, office staff and house staff) for their sterling and exceptional work in very trying and difficult times and if we, their clients, can do anything to help what would it be?

Is any thought being given to the possibility of an HF volunteers group being formed to undertake works within the houses and gardens, if this can be done so as to reduce operating costs?

What progress has HF made towards providing at least one charging space and at least one 3-pin 13amps and/or Type 2 chargepoint for battery electric vehicles, at each UK house? I have managed to arrange in advance to get a charge at Brecon, Dovedale, and Malham within the past year, on an ad-hoc basis.

Why have the number of 7 day photography holidays been substantially reduced?

Is there any way I can stay in touch as a member without the constant battering of several marketing emails every week. I would like a simple membership relevant email.

I welcome David Harrington as our new Chief Executive, but I would like to know what happened to Joe Lynch? As our new Chief Executive he sounded so enthusiastic, motivated and positive at the 2019 AGM. Unless I missed something he then suddenly disappeared without explanation.

Will the Board be evaluating the way in which the AGM has been conducted this year in light of Covid-19 and consider whether this might be a means of conducting the AGM over the longer term?

If this virtual AGM is successful in attracting more members partaking, would it be possible to repeat this means of holding meetings as hopefully it has attracted a larger audience than usual.

Are there any plans to facilitate rail travel to European holiday destinations instead of by air?

Response
Thank you for your question. At HF Holidays we aim to offer a range of destinations to inspire our customers. Travel by train outside the UK is an option we need to consider.

Looking to the future we aim to work more locally with our partners and communities supported by one of our new strategic aims to ‘drive sustainability’. This is a significant issue with many levels and one of first aims is to create a written charter of what we will be doing in this important area.

How can HF capitalise on the desire of the government to encourage walking and cycling

Response
We believe that the government focus is around an alternative solution to travelling on public transport and encouraging the use of bikes or walking to work. The Society is however captialising on the demand/desire for staycations at our UK country houses

Why haven't HF holidays followed the 14 day requirement and refunded deposits for cancelled holidays? I thought it was a legal requirement but understand within a month would be acceptable, but HF is not close to this.

When will the money paid for holidays not able to be taken be repaid?

Response
Refunds to guests were stopped – in other European countries other governments had relaxed the rules around guest refunds for cancelled holidays. As the UK government had followed other countries with the furlough scheme there was a view that they would do the same with refunds. Guests were issued with a refund credit which is fully protected and bonded however some guests wanted a refund – the consumer law is clear that refunds should be made within 14 days however the legislation was never meant to cover a pandemic and a complete closure of all trading. As it became clear in late April there would be no support we then started a plan to refund guests who had requested a cash payment – as this work had to be done from the office we also had to unfurlough a member of the team and complete a risk assessment. Refunds then commenced in a phased approach and has now been completed. Over £1.4m had to be returned. We are aware this was a subject that upset some guests and members however these were uncertain and unprecedented times – we were aware of our obligations and also conscious we had to protect our Society.

Everyone has done a fantastic job to get the UK houses up and running for guided walking and self-guided walking. Please could we have an update on progress with re-introducing Special Interest holidays, including Discovery Tours, that form a significant part of our business. (Note this is being written in early August, so further information may have become available in the meantime).

Response
Thank you – we appreciate these kinds words, given the unprecedented circumstances and importance to keep our guests, members, leaders and employees all safe. We are currently reviewing our Special Interest holidays and due to the covid19 measures still in place we have not been able to offer as many holidays as would like. We continue to monitor the situation closely and will advise our members and customers as soon as the situation/position changes.

I am worried about the statement in Footnotes stating, "If the Society is unable to meet is debt/liabilities, the amount held in shares is at risk and therefore may not be the best place to keep your savings". As an investment member part of my life savings are tied up and at the moment cannot be withdrawn, can you give me any reassurances on the position of the Society at the present time. Also when we may be able to withdraw shares in an emergency. Thank you.

Response
As with any investment scheme, there are risks involved which is why we have terms and conditions including the statement you have referenced.

The Board agreed in March 2020 that all share withdrawals would be suspended (Rule 13.7) however this has recently been reversed.

We are aware this was a subject that upset some members however these were uncertain and unprecedented times – we were aware of our obligations and also conscious we had to protect our Society.

Re-opening strategy and refurbs

Response
Since re-opening a few of our houses in July and monitoring the safety and guest feedback we have now successfully reopened 17 out of 18 country houses.

This past winter we had spent over £2m on essential works at the houses, 12 rooms refurbished at Peveril of the Peak in Dovedale and then a major refurbishment of Chy Morvah in St Ives including a new conservatory which reopened and then had to close 4 days later. Conserving cash then became key, particularly as we had no idea when we could reopen. We took advantage of any government schemes such as grants for some houses and employee retention or furlough schemes – up to 85% of the workforce were furloughed. Those who were working for three months were paid at 80%. Capital projects were stopped, and all expenditure was closely reviewed. It is clear managing our cash will be key going forward. Expenditure will be monitored however we hope that house refurbishments will restart, and we expect all houses to be open next year.

Will Family holidays continue with Saturday as the start day which has been traditional for many years now?

Response
Family holidays will follow our product mix/start day for each of the different locations for example some start on a Friday or Saturday for 3, 4 or 7-night durations

How much time is necessary to give if have to cancel for Christmas. Threats of another spike. Social Distances over Christmas

Response
We continue to monitor the situation closely including reviewing guest feedback. Currently 17 out of 18 of our hotels are scheduled to be open for Christmas. Please visit our website nearer to the time for the latest travel advice https://www.hfholidays.co.uk/ 

At present we are operating our holidays at 75% capacity and we will review this on a house by house basis. Some houses can manage with one sitting and others with two. We would hope we can aim to operating closer to 100% next year however safety of our teams, members and guests will remain paramount.

All holiday and tour companies are having to balance their books in various ways. What strategies do the board intend to take to ensure HF Holidays’ survival?

While we are still dealing with the Covid 19 virus situation, whatever measures that you take to safeguards the guests in HF houses, there is bound to be a considerable loss of revenue. What measures do you intend to take so that you are able to balance the books as well as possible? And do you expect to have to consider selling any of the HF houses in order to achieve this?

Re-opening strategy and refurbs and what on-going problems does HF foresee?

What do you think the impact of covid-19 will be on HF Holidays future?

What house's are now open what plans are in place for the future

Response
For HF Holidays the last six months have been challenging and strange as we have stayed afloat in what have at times been choppy and, in many ways, uncharted waters.
HF Holidays is resilient, despite trading for over 100 years our Society has never experienced such changes and nor have we ever had to cease trading for such a long period of time.
The road out of the crisis will still have some diversions and roadblocks, however we will be better prepared, and we do hope the worst is behind us. Going forward difficult decisions will still have to be made.

It is clear managing our cash will be key going forward.

At present we are operating our holidays at 75% capacity and we will review this on a house by house basis. Some houses can manage with one sitting and others with two. We would hope we can aim to operating closer to 100% next year however safety of our teams and guests will remain paramount.

Currently most of our holidays are operating without transport especially guided walking and our touring holidays. We will continue to monitor this and if we do feel we can use coaches again we will do this in a phased way. I would expect that the success of having more walks from the houses will continue as supports our drive for sustainability.

To help us we will need financial help, probably a loan which will either be in the form of a mortgage or long-term loan. We have a strong asset base of over £21m (we own the majority of our country houses) which we can use as leverage. We entered lockdown with no debt or mortgage. Government support schemes are being considered and depending on the lender we will require support of around £3.5 to £5m. This will be required to stabilize our finances and cash flow. Our country houses will form security and we hope to keep such charges to a minimum however the impact has been severe. Our overdraft has already been extended and to note for the last two years we had not used our overdraft despite the seasonality of our trading.

Our new Strategy for Growth will also help guide and give us focus. The last 5-year Strategy helped, and we see no reason why this new one wont also delivers and enable to move forward over the next few years despite the Covid backdrop.

Why is it still not possible access a points statement online?

Response
In 2013 the Society introduced the Member Holiday Reward Points Scheme. The current scheme has been challenging to administer with the current IT systems and is not consumer friendly either. We are currently reviewing Holiday Reward Points Scheme and will update in the near future.

The scheme whereby members are awarded points for each booking which have a value and can be redeemed on subsequent bookings is very poorly publicised. it is not referenced by the booking team when making telephone bookings. what is HF planning to do to make the scheme more visible to members?

Response
We have recently reviewed the holiday rewards points scheme and have agreed with the support of our Board of Directors to remove the holiday reward point scheme from the 31 December 2020 for departures up to 31 December 2021. This will be communicated to members via Footnotes.

When will the swimming pools be opened for use?

Response
There has been a phased re-opening of swimming pools at our country houses that have outdoor pools. The outdoor pools at Chy Morvah in Cornwall, Holnicote House in Exmoor, Abingworth Hall in the South Downs, Longmynd House in Shropshire and West Lulworth House on the Dorset Coast are now open. The outdoor pool at Freshwater Bay House will remain closed for the 2020 season though. Guest numbers in the pool at any one time will be limited, and the changing rooms will remain closed. Indoor swimming pools at those houses that have them will remain closed during this time.

Can you make it obvious for disabled members to search for appropriate holidays simultaneously with walking holidays for active partners?

Response
If you know the location, you are looking for please visit our website www.hfholidays.co.uk and go to ‘Country Houses’. For example if you choose Chy Morvah in St Ives there is a ‘what’s on’ tab https://www.hfholidays.co.uk/country-houses/locations/cornwall. This will then show a grid of all the holidays that are available for each week.

We have made a booking for guided walking at Dovedale in September this year. I can appreciate the problems with C19. However, all the walks start from the house, this is disappointing as we looked for to going to Bakewell. In view of no transport are you considering a refund.

Response
Our holidays maybe slightly different with no coach transport but we have found guests have welcomed walking from the houses. Our leaders have been supportive either in being on site to help our self-guided holidays or just arriving for a day leading so they did not take up space at the house that a guest may want. Our voluntary Field Advisors who create our walks did an amazing job in creating walking programmes without transport.

Alternatively, you may wish to transfer your existing booking to 2021.

Need more single rooms in UK houses - any action on that?

Response
38% of our bed stock is single rooms in our UK country houses. We continue to invest in new single rooms across the estate, either by creating leader bedrooms which release beds back on sale e.g. 4 new leader bedrooms at Derwent Bank, which has released 4 single rooms for guest use.

As a society we must ensure commercially that we are viable. We are mindful of our costs and outgoings at the country houses and we release twin and double rooms for sole occupancy when we can. Once rooms are released, we contact guests on the waitlist.

Have the Board considered a Favourite Walks book or Favourite Recipes from the Houses, both would be of interest to me and I'm sure practically every visitor!

Response
During lockdown our Chefs and Leaders provided a variety of recipes and walks for you to read and enjoy which we shared on our blog. Please go to https://www.hfholidays.co.uk/news

Are you offering more single rooms during the practical distancing? How are meal being served?

Response
Since reopening our 17 country houses, we have provided allocated rooms as required.
With regards to dining experience - we are renowned for the quality of our country house meals but have reviewed the way that our dining experience is offered throughout. Alas, while we all adore the breakfast buffet and picnic tuck room, we have adapted our food offering to remove all buffets and open food items for now.

Where menus are required, they will be single use. Different sittings may be required for breakfast and dinner due to the occupancy and size of the house; single sittings for breakfast and dinner are available at Longmynd House in the Shropshire Hills, Newfield Hall in the Yorkshire Dales, Holnicote House in Exmoor and Harrington House in the Cotswolds.

During check-in, guests will be allocated their mealtime for the duration of their stay. Unfortunately, currently we are unable to take any special requests for preferred mealtime sittings. Cutlery will be available on the table for each meal and condiments will be wrapped and single use.

Due to COVID pandemic we had to cancel our May 2020 UK guided walking tours. HF Holidays is holding our deposits for a rebooking in 2021. If the pandemic continues and there is no vaccine available, will HF continue to hold our deposits until it is safe to fly from the US to the UK? I'm asking this specific question as I assume there are many members from the US with similar concerns. Thank you.

Response
If a guest cannot book for a holiday, we can hold payment as credit until they can book.

What reason is given for doubling the membership fee?

Response
If a customer wishes to book a holiday with us who is not a member, we charged a Non Member Fee of £10 per person to the price of the holiday. This nominal fee is irrespective of the duration of the holiday or the value of the holiday.

Increasing the non-member fee will help the Society and provides an added benefit to becoming a member. The £20 fee is per person per booking. It will also help increase the value of membership of HF Holidays.
It is believed that this will in turn increase the perceived value of membership of the Society and would improve the benefits of being a member for guests who are looking to do repeat bookings with us.

As a member who joined when I was in my late Teens almost 50 years ago! Can you explain what steps the HF is taking to ensure families in their a thirty-something family with children are being encouraged to holiday with the HF?

Response
We operate family holidays both here in the UK, where kids go free, and within Europe. They are predominately promoted via our website and brochure. In addition, we have recently hosted a journalist from the Daily Mail whose experience will shortly be featured in the newspaper.

On the HF website it states that £15,000 from the Pathways Fund is to be spent
"To plant 1,500 trees in and around the Yorkshire Dales in partnership with Yorkshire Dales Millennium Trust (YDMT). As part of HF Holidays plan to offset travel carbon emissions, 1,500 trees well cared for and maintained over 50 years can absorb an estimated 250 tonnes of carbon, or the equivalent CO2 emissions from 500 HF Leader return flights from London to Italy.."

Guests contributing to the Pathways Fund expect the money to be used to improve paths used on HF holidays and to provide holidays for families who are not able to afford a break in the outdoors. They do not contribute to the Pathways Fund to help HF offset travel carbon emissions. While this may be a very worthwhile thing to do, the money should not come out of the Pathways Fund.

Please can you explain why the Pathways Fund is being used in this way. If the remit of the Pathways Fund has changed, all members, guests and leaders need to be made aware of it.

Response
In 2019 we were approached by a HF leader with a proposal to support the Yorkshire Dales Millennium Trust. With this in mind the idea evolved having reviewed the Pathways Fund aims and objectives; improving the countryside, conservation and tree planting. Planting 1,500 trees is the equivalent to carbon offsetting 500 return flights take by HF leaders who led in Europe during 2019 at a cost of £15,000.

The Pathways Fund is not to be used to offset leaders flights – this was used as a indicative guide and apologies for any misunderstanding.

A Feel Good Break had been approved for this year, however this has unfortunately been cancelled due to the Family Holiday Association cancelling all 2020 breaks.

We have also just approved two new Pathway Fund projects for Dovedale (Great Ridge Pathways) and Sedbergh (Smardale Gill Viaduct).

We welcome recommendations from any leader or member who has ideas for the fund to let us know. We currently have £72k available for Pathways Fund projects. Please get in touch with sarahdavis@hfholidays.co.uk if you have an idea or suggestion for a Pathways Fund project who will happily provide a copy of the aim and objectives of the Pathways Fund and an application form. I would ask for your suggestions especially as we could be using new paths and routes.

Solo holidays seem to have reduced. Is that correct and why please?

Are there any plans for more holidays for solo travellers?

Response
As we planned our 2021 programme very quickly, due to the pandemic, we are still making amendments. There will be more solos holidays added as we review sales and demand including overseas.

Firstly thank you to all at HF and it is heartening to see you are now emerging from the crisis. We are clearly will be living a new world where viruses like covid will become a part of life, are the board considering enhancing the accommodation with chalets... especially as you have grounds? This means you can continue to potentially function for any future outbreak

Have these separate strategic objectives been translated into measurable, achievable and timed objectives?

Further to the question already asked about single rooms in the UK, there are, I believe, currently only two properties on the continent which do not charge quite a lot extra for single rooms. Is there any chance this could be remedied? Thank you again.

Whether members should be being asked to invest?

What approach is HF taking with regard to the reduction in VAT applicable to hospitality?

Have you subscribed to the VAT reduction on the sale of alcohol Emrys Jones?

Could you please give higher priority to people coming to HF houses without a car? Specifically 3 things would help:
1. Arranged transport from local station especially to all HF houses especially where public transport isn’t available;
2. More self-guided walking routes that start from the house or can be accessed on public transport And
3. More information on website for each UK house about how many walking route directions are available that do not require a car. It would help those traveling without a car to choose a suitable HF house where you will not be stranded without a car. This will help make the holidays attractive to younger people and also help reduce our carbon footprint in the local area.

Don't lose focus on UK Covid has shown how important enjoying the UK countryside is for enjoyment Health exercise

Don't lose focus on UK Covid has shown how important enjoying the UK countryside is for enjoyment Health exercise

• Walks from house can be positive, but also lead to repetition. Could the Society move to organising one walk per 3- and 4-night holiday using transport.
• Why, if school children can use buses, cannot HF use them from the houses. Walks from the front door for a whole week are not interesting enough.
• How can you run trails without using transport?
• Will you continue to offer walks starting directly from the houses, without the need to use bus transport, after the Covid period is over?

I could hardly hear the report relating to White Hart and wondered, please if you could put a digest on our HF website and also remind us of the website address that is NOT for booking holidays please.

How are leaders ensuring physical distancing on guided walks and what is the maximum number of participants per group including leader?

In targeting a younger audience will you undertake not to forget those loyal members of 35+ years who have worn out hips and knees walking and keep gentle walking holidays both at home and abroad?

Are we getting younger people joining our holidays?

City break holidays are not being offered anymore (pre Covid). Could you please advise why, as these have always been popular. I have done several in the past and my partner and I enjoyed an excellent city break in Kraków last September.

You mentioned that a lot of the Special Interest holidays have had to be cancelled. Singing holidays in the UK though, one of which my sister and I ( both living outside the UK) enrolled on before lockdown, are still being advertised. How soon might we know if the holidays are going ahead, as flights have to be booked some time before November? Thank you so much for all you are doing!

The 2018-19 financial results were the third year in succession that financial results and surplus had improved. Well done! If/when trading conditions return to normal will the Board re-commit to the 5% surplus target AND to use such surpluses to increase cash at bank to improve future resilience?

Is 82% cleanliness rating good enough?

Are there any plans to open additional Scottish hotels?

Response 
At some point the Board will re-visit our estate for property. There are no immediate plans. Under Scotland, we have increased the number of Trail holidays in Scotland for those who enjoy holidays north of the boarder

Do you have a date for the opening of Dolserau Hall?

Are staff still being furloughed and what is the position post the 31st October when the scheme ends.

Should it not be the auditors responsibility to have pointed out the corporation tax position? What action, if any, has been taken against the auditors?

Thank you for the meeting. Does the Board have a position on quarantine rules? If so, has it made representations to government(s)?