Coronavirus (Covid-19) Update

Coronavirus (Covid-19)

Last Update: 11 May 2020 – 17:00

Firstly, I hope you and your families and loved ones are safe at this time. Last night, 10th May 2020, Prime Minister Boris Johnson made a further announcement regarding the current “lockdown” restrictions and he told us about a 3-step program to gradually lift the current restrictions. 

Based on the 3-step plan and subject an assessment of risk by Government, Step 3 will involve lifting restrictions on some hospitality businesses such as food service providers, pubs and accommodation. The earliest date this will happen is the 4th July 2020.

In light of this update, we will continue to offer free changes to booking dates for Customers due to arrive in one of our Clients properties on or before 4th July 2020 provided we receive a minimum of 48 hours notice.

We will, of course, review this regularly so please do return to this page for updates.

Click here to read the Government’s “Plan To Rebuild” document that explains the 3-step plan.


Can I move my booking?

We are offering customers with an arrival date on or before 4th July 2020, the option to move their bookings to an alternative date. If a date cannot yet be decided, we will be able to issue a travel voucher equivalent to the total sum paid, which can then be used against a future booking at the same property. A minimum of 48 hours notice is required.

My arrival date is after the 4th July 2020, can I move or cancel my booking?

For the moment, we are only offering customers with an arrival date on or before the 4th July 2020 the option move their booking. Bookings that are due arrive after the 4th July 2020 will remain subject to our standard booking terms and conditions.

What if the new prices are more expensive?

If you choose to move your booking, and the price of your new dates, for the same length of stay as your original booking, is more expensive (up to a maximum of £200 more), we will honour the price of your original booking. Where the price of the new dates is more than £200 above your original booking price, we will ask you to pay the difference.

What is the latest date I can move my booking to?

If your booking is due to arrive on or before 4th July 2020 and you have chosen to move your booking to a later date or accept a travel voucher, you must ensure that the departure date of your new booking is on or before Friday 17th December 2021.  

I have taken out Refund Protection when I made my booking, will my booking be covered?

For Customers who have taken out Refund Protection via our partners Booking Protect, Coronavirus (Covid-19) is covered, however, please read their policy to ensure you meet the required criteria to make a claim. 

Can I make a last-minute booking to travel?

While our booking systems are live, we have temporarily put a block on all new online reservations being made with an arrival date before the 4th July 2020. The availability calendar will show when the property is accepting new bookings and you can continue to book as normal. While there is still uncertainty around booking holiday accommodation, some owners have agreed to temporarily offer flexible cancellation policies at their properties. Click here to view the properties offering 100% refunds.

Will I receive a refund if I want to cancel my holiday?

Your booking terms and conditions do not allow for any refunds, however, your travel insurance may be able to help you, so please contact your insurer for further information. In order to make a claim, you will need to cancel your reservation first so that we can issue you with a cancellation note to give to your insurance provider. 

Will I be refunded if I need to self-isolate and I am due to go on holiday?

If you have travel insurance, please speak to your insurance provider. If you do not have travel insurance and you are due to arrive in one of our Clients properties before the 4th June 2020, we will be able to offer you a change of date at the same property without charging any change fees. Please be aware that where there is a difference in the rental price, you may be required to pay and additional rental amount to meet the new rental cost or, you will receive a partial refund where the rental cost is lower than your original booking cost. If you cannot accept the change of dates, then please speak to your travel insurance provider for assistance.

What if I need to self-isolate while I am on holiday?

As this is an ever-changing situation, we recommend that you review the up to date guidance from the Department for Health & Social Care. If you are advised to stay in your holiday property, then please call us on 01539-644044

If I book a holiday today or in the near future and I later need to cancel, will I receive a refund?

Unless otherwise stated on the individual property page, all bookings made on or after the 16th March 2020 will be subject to our standard Booking Terms and Conditions

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