We appreciate and understand the increased uncertainty that Coronavirus brings and that many guests will have questions about their booking in light of the latest Government advice. We are dealing with an unprecedented number of calls and emails at the moment and we thank you for your understanding and patience during this difficult time.
We have amended our policy in agreement with our holiday home Owners and the following now applies.
Arrivals up to 30th April 2020
As you are aware, the Government imposed restrictions on non-essential travel until at least 13 April 2020 and holiday rentals are amongst the businesses that are closed. For those of you who are affected by this restriction we have sought agreement with our owners so that those guests with bookings that are due to commence on or before 30th April 2020 may defer their booking to a later date to be mutually agreed stretching into 2021 if necessary.
Please note that any difference in price must be met by you and there will be no refund due if the new booking is at a lower price. You can move your booking once 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.
A deferral is not possible at a small number of properties for exceptional reasons and in this instance, we will provide guests with other options.
For guests who are unable to commit to another booking date at this time, we can seek agreement from the Owner to 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.
Arrivals up to 30th May 2020
Guests with bookings due to commence between 1st and 30th May should please submit their deferral request for the consideration of the Owner. This date will be kept under review in line with Government advice.
Where it is not possible for a guest to defer their booking or accept a deferment (credit) note, we will ask you to set out your reasons in writing and we will pass your refund request to the Owner. We will refund our commission in this instance. For guests wishing to cancel their booking and claim through their travel insurance, we can provide the necessary paperwork.
As a responsible response to the current situation, we are not taking any new bookings where the arrival dates are on or before 30th May 2020. This date will be kept under review in line with Government advice.
Arrivals after 30th May 2020
We are constantly reviewing our approach for holidays later this year in line with Government advice. In line with the Government’s latest advice, there is nothing at this time to suggest that your holiday cannot go ahead as planned. Therefore, if you’d like to make a change to your holiday or cancel your booking, our standard terms and conditions apply. Should the situation change in the run-up to your holiday, we’ll be in touch to outline your options as we move forward.
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 firstname.lastname@example.org. 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.