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

Coronavirus (Covid-19)

Guidance for our guests – updated 25.02.2021

Following the announcements by the Prime Minister and the First Minister earlier this week, we are currently working through bookings in date order. We are receiving exceptionally high call and email volumes and are working around-the-clock to assist guests, so please bear with us and we will respond as soon as we can.

Bookings at holiday properties in England

Following the four step road map to ease coronavirus restrictions announced on 22nd February, we have set out the latest Government guidance below.

Bookings up to 12th April - Holiday properties in England are expected to reopen on 12th April.  We are in the process of contacting all guests with bookings up to 12th April.

Bookings 12th April to 17th May - Holiday properties in England are expected to reopen on 12th April for bookings from one household or support bubble.  We will contact guests where household numbers prevent their booking from going ahead.

Bookings 17th May to 21st June - Bookings are expected to go ahead for up to two households or a group of up to six guests from various households. The Government has indicated that it may be possible to extend the household restrictions and guest numbers depending upon the data.

As the guidance is subject to review and indicative at this stage, we will be in touch with guests whose party numbers exceed these limits closer to the time of their booking.  However, please email us if you have a booking during this period for multiple households and would prefer to act now.  You can either defer the booking or cancel with a full refund (less the booking fee).

Bookings from 21st June - From 21st June it is expected that bookings will go ahead with no restriction on household or guest numbers.

 

Bookings at holiday properties in Scotland 

Bookings up to 26th April - Holiday properties in Scotland are expected to reopen on 26th April.  We are contacting guests with bookings up to 26th April to outline their options for deferral or cancellation of their booking.

Bookings after 26th April - From 26th April, Scotland will return to a tiered system.  At this stage we have no more detail and will therefore leave existing bookings in place until we have further information.

 

Cross border travel to holiday properties in England and Scotland

Under current Scottish regulations, found here, you must not travel between Scotland and England, Northern Ireland, Republic of Ireland, Wales. This applies to people who live in Scotland and to people who live in any of these countries who are thinking of coming to Scotland. The border will remain closed until further review.

 

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 less non-refundable booking fee, please email us with a brief explanation so we can put your request to the property owners.

 

Book with confidence

In the event of the following scenarios arising from the COVID-19 pandemic, you would have the option to defer your booking, receive a credit note or cancel your booking and receive a full refund less our non-refundable booking fee of £19.50. The below applies to both new and existing bookings.

    • Government restrictions imposed on travel as a result of COVID-19, including UK-wide or regional lockdowns which prevent you from travelling on holiday.
    • Government restrictions imposed on travel as a result of COVID-19 that prevent travel to the area in which your holiday property is located.
    • Government restrictions imposed on travel as a result of COVID-19 that prevent overseas visitors travelling to the UK.
    • Government restrictions imposed on the number of households permitted to stay in a holiday property as a result of COVID-19.
    • The requirement for you or any of your party to self-isolate as a result of a positive test result for COVID-19 (please send copy of email or text).
    • The requirement for you or any of your party to self-isolate as a result of an instruction from Government tracking schemes (please send copy of email or text).  
    • The 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.  

Our normal booking procedure should be followed including the date by which your balancing payment should be met.

 

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