Published: 16th March 2020
Updated: 21st May 2020
On 23rd March 2020 the Government issued instructions that everyone in the UK should stay at home and a holiday cottage break does not constitute as essential travel. Unfortunately we cannot accept any new holiday bookings with an arrival date prior to 3rd July 2020. Please note this is subject to change depending on advice released by the Government, of which we are monitoring daily.
As always our top priority is the safety and wellbeing of our staff, holidaymakers and homeowners. We must ensure we are adhering to Government guidelines and protecting everyone within our community.
We have put together a list of common questions and answers which we hope will help you with your queries and concerns during this uncertain time. We will look to review this information regularly as new advice is released by the Government.
More information on Government guidance can be found here.
We would like to thank all our customers and homeowners for their continued patience and support during this difficult time.
I am currently on holiday with you, what should I do?
You should have already been contacted by a member of our team. You should make arrangements to travel home immediately. If you need assistance please give us a call on 01502 723292.
I would like to speak to someone about my forthcoming holiday
Our friendly team are currently working remotely and are happy to help you with your query. If your holiday start date is after 3rd July 2020 please see below. If the below information doesn't answer your query fully, please send us an email on email@example.com where it will be dealt with as soon as possible.
I cannot get through to you when I try and call
In line with the Governments guidance, we have had to close our office and therefore have a few members of the team working remotely. During this time it would be easier for us if you could send us an email with your enquiry to firstname.lastname@example.org where it will be dealt with as soon as possible.
My holiday is due to start imminently, what should I do?
We are currently contacting all guests who have a holiday which falls prior to 3rd July 2020. However, if you haven't yet heard from us, please ensure you check your travel insurance as to whether you are covered for cancellations of this nature. Your contract of hire of your holiday cottage is between yourself and the cottage owner and we will be happy to speak to a cottage owner on your behalf should you wish to transfer your holiday dates to an alternative date in the year, or defer your holiday to next year. This is subject to consent from the cottage owner, whom we have been keeping up to date with the Governments announcements.
Can we change our holiday to later in the year or to next year?
We are very happy to contact our holiday cottage owners on your behalf if your booked holiday falls before 3rd July 2020. Please note a transfer of holiday dates are subject to availability and at the discretion of the cottage owner. Please be aware a transfer of your holiday dates must be made to the same holiday cottage.
My holiday falls after 3rd July 2020 - can I still transfer my booking?
Currently the Government have not stated if there will be any travel restrictions from 3rd July 2020 onwards therefore we are only dealing with requests for transfers of holidays before this date. If the Government decides to change this in the coming weeks we will be contacting all guests who have holidays affected by this notifying them of their options.
Will I have to pay more to transfer my holiday to 2021?
The price of your current holiday is based on this years (2020) pricing and will vary depending on the time of year you are visiting. Should you decide to transfer your holiday to the same or equivalent dates in 2021, we will ensure the prices are frozen to reflect the prices you have paid this year (subject to any changes in bank holiday and school holidays).
For example, if your holiday is booked from Friday 24th April 2020, you would need to request to move your holiday to Friday 23rd April 2021.
If you wish to transfer your holiday to non-equivalent dates to the 2020 dates you have booked, any difference in the price of your new dates will be applied.