In response to the Coronavirus (Covid-19) outbreak, please read our guidance for guests for up to date information. 

Coronavirus (Covid-19)

Guidance for our guests – updated 21.10.2020

Bookings at holiday properties in Scotland 

You will find full details of the restrictions in place in Scotland here. Currently one household (or extended household)* may stay at self-catering properties. Please note that additional restrictions apply in some areas – please click here for further information.

We are currently contacting guests with arrivals up to 2nd November and will review subject to further government guidance.

If your party comprises one household (or extended household)* we will ask you to confirm this in writing by email. 

If your party comprises more than one household (or extended household)* unfortunately your booking will not be able to go ahead and you may choose to:

  • Reduce guest numbers to comply with the restrictions.  
  • Defer your booking to a later date.  
  • Cancel your booking and receive a full refund.

* An extended household is one where two households have joined together to form a single household. An extended household can be formed by a person who lives alone - or only with children under 18. They and another household of any size can agree to form an extended household. An extended household can also be formed by a couple who do not live together, and their children.

Please note that it is your responsibility to understand whether your booking is affected by restrictions in your local area and whether or not you are able to travel. Please see the country specific guidance below.

 

Bookings at holiday properties in Northumberland

Northumberland is a high COVID alert level region. This means there is a restriction on one household or support bubble holidaying together. Please click here for full details of the high alert level restrictions. 

We are currently contacting guests with arrivals up to the 11th November and will review subject to further government guidance.

If your party comprises one household or support bubble we will ask you to confirm this in writing by email. 

If your party comprises more than one household or support bubble, unfortunately your booking will not be able to go ahead and you may choose to:

  • Reduce guest numbers to comply with the restrictions of one household or support bubble.  
  • Defer your booking to a later date.  
  • Cancel your booking and receive a full refund.

Please note that it is your responsibility to understand whether your booking is affected by restrictions in your local area and whether or not you are able to travel. Please see the country specific guidance below.

 

Bookings at holiday properties in Yorkshire 

North Yorkshire is a medium COVID alert level region. This means a maximum of six guests from multiple households may stay at a self-catering property. We are carrying out the necessary checks to ensure that parties comply. Please click here for full details of the medium alert level restrictions. 

Please note that it is your responsibility to understand whether your booking is affected by restrictions in your local area and whether or not you are able to travel. Please see the country specific guidance below.


Guests travelling from England

You can see the latest travel guidance for those living in England here.

Please use the postcode checker to ensure that you are able to travel out of your local area and if applicable, if you are able to travel with other households.

If you are due to be travelling from a tier three (high risk) area for a booking commencing on or before 11th November 2020, please contact us immediately to defer your booking or cancel and receive a full refund. 

 

Guests travelling from Scotland

You can see the latest travel guidance for those living in Scotland here and for those living in areas of Scotland with local lockdown restrictions here.

 

Guests travelling from Wales

You can view the latest travel guidance for those living in Wales here.

If your booking is affected by the firebreak restrictions that come into force from 6pm on 23rd October 2020, please contact us immediately to defer your booking or cancel and receive a full refund.

 

Guests travelling from Northern Ireland

You can see the latest travel guidance for those living in Northern Ireland here.

 

Deferral and cancellation requests for less immediate bookings

This is a very fast-moving situation and this guidance is updated continuously as new information is announced by the Government. The date bands set out above are reviewed in line with Government guidance.

If your booking is due to start after these dates and you suspect that your booking will be affected by the current guidance and therefore you would like to defer or cancel your booking and receive a refund, please email us with a brief explanation so we can put your request to the property owners.


Balancing payments

We are not able to defer balancing payments for bookings later this year.  Please note that our Book with Confidence policy set out below will cover refunds for all government-imposed travel restrictions or non-availability of the property.


Book with confidence

In the event of the following scenarios, you would have the option to defer your booking, receive a credit note or cancel your booking and receive a full refund:

    • Government restrictions imposed on travel, including regional lockdowns or restrictions imposed on overseas visitors.
    • Government restrictions imposed on travel to our area or any cross border restrictions.
    • The re-closure of holiday letting accommodation as a result of COVID-19.

Please note that if you are unable or unwilling to travel for any other reason, our normal cancellation terms would apply.  

Should the restrictions extend above the dates specified above, we will contact you at that time to set out the options available to you.

 

Safer stays

We have shared national guidelines with our owners in relation to cleaning protocols which set out the extra measures to be taken. These have been carefully considered and developed at industry level to help minimise the risk and protect the health and safety of guests, as well as housekeepers and support teams involved in preparing the property.

This may mean a change to guest arrival and departure times to allow extra time for cleaning. It may also mean that some non-essential items are removed from the property to minimise touch points and reduce risk. Guests will also be asked to observe certain protocols during their time in the property and on departure. This is to protect the health and safety of all concerned and to continue to support and safeguard our local communities. Further information will be shared with you prior to arrival at the property and on arrival at the property. 

 

What to do if you or a member of your party display symptoms of COVID-19 whilst on holiday

Please follow the government guidance as set out below.

England:  https://www.visitengland.com/planning-holiday-in-england

Scotland:  https://www.assc.co.uk/wp-content/uploads/2020/07/FAQ-Suspected-Covid-19-on-Premises.pdf

It is imperative that you do not travel to your holiday property if you or any of your party are displaying symptoms of COVID-19