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 13.5.2020

We appreciate and understand the increased uncertainty that Coronavirus brings and that many guests will have questions about their booking. We are dealing with an unprecedented number of calls and emails and we thank you for your understanding and patience.

 

Arrivals up to and including 4th July 2020

As you are aware, the Government has extended restrictions on non-essential travel and holiday rentals are amongst the businesses that are closed. We have sought agreement from our Owners so that those guests with bookings that are due to commence on or before 4th July 2020 may defer their booking to a later date.

You can move your booking to another date up to 12 months from the original arrival date, subject to availability. The booking is not transferable to another property, unless it is another property in the same ownership.

Please note that if you rebook your stay for a period in a higher seasonal price band (for instance you choose to move your booking from a mid-season to high season week), any difference in price must be met by you.   

For guests who are unable to commit to another booking date at this time, we will issue a credit on your account which can be used by you as payment against a booking of the same property for up to 12 months from the start date of your original booking. Alternatively, please see the details below with regard to cancellations.

 

Cancellations

Where it is not possible for a guest to defer their booking or accept a deferment (credit) note, we will pass your refund request to the Owner. We will refund our commission to guests requesting a refund on their booking.

 

Balancing payments 

We understand that guests will have concerns about making balancing payments for holidays booked for July and August. To address this and help our guests, we will not automatically take the balance of payment for your booking and we have cancelled balance of payment reminders.  We have sought the consent of our owners so that you can defer paying the balance until three weeks prior to your arrival date.  

 

New bookings from 4th July onwards

As a responsible response to the current situation, we are not taking any new bookings where the arrival date is before 4th July 2020. New bookings from 4th July to 1st August 2020, will remain provisional until we have clearer guidance on the reopening of holiday rentals. In Scotland, bookings will also remain provisional through August at this stage. These dates will be kept under review in line with Government advice.

 

We fully understand that everyone is seeking answers and reassurance during this period but to help us manage and prioritise your enquiries and requests, we ask that you put them in writing to us at info@crabtreeandcrabtree.com. We apologise if we are not able to get back to you immediately but please bear with us and we will be in touch. We are giving priority to those with more imminent arrivals and our team are working hard to help and deal with your questions.