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Latest Covid-19 Update for Customers

We are currently experiencing extremely high call volumes and emails. So that we can assist customers effectively and efficiently, we are trying to prioritise customers with imminent bookings and will work through bookings in date order.

Covid-19

Guests staying must comply with all government guidelines. The roadmap released by the UK Government to ease restrictions in England cautiously states that:

From 17 May – 18 July 2021: In Step 3, domestic overnight stays will be permitted provided that the party size is no greater than six people (from up to six households) or is no more than two households (of any size, which can include a support bubble if eligible). We have emailed all customers that we believe are affected by this rule with the option to reduce party size or cancel for a refund. If you have not received an email from us, and you are unable to use your booking in compliance with the household/party size restrictions or updated government guidance, please contact us to discuss your options, which will include the choice between a refund or a movement of booking.

If you have a booking on or after 19 July 2021, rest assured that we will be in touch with the options available to you closer to the time if COVID restrictions remain in place.

In line with government guidance, we are supporting Test and Trace and if contacted by the NHS Test and Trace in England, we will provide the name and contact details of all guests over the age of 16.

What happens if I have a booking with you and the government enforces another lockdown?

If you cannot travel due to government restrictions or we are forced to close, you will be able to transfer your dates or request a full refund.

Can I cancel my holiday?

If you choose to cancel a holiday that falls outside of restricted dates, normal cancellation terms would apply.  

What to do if developing COVID-19 symptoms before the start of the holiday

If you develop or a member of your party develops symptoms prior to your stay or is asked to self-isolate, you must follow the latest NHS guidance in this respect and not travel under any circumstances, we can offer a *movement of booking within 12 months of your original booking, with no amendment fee.

Please note that we may request supporting evidence in order to process the movement of booking.

Up to date information and advice regarding COVID-19 can be found on the GOV.UK and NHS websites. In particular please read and familiarise yourself with the following information here and here 

Payment terms

At the moment our payment terms remain the same for future bookings. 

*Movement of Booking Terms

Cancellation by the Owner

If there are covid-19 travel restrictions in place forcing us to close or your booking has to be cancelled by us due to circumstances beyond our control, in addition to our standard terms and conditions, we would try to offer you:

Your options

You should not continue with your holiday if doing so would be in breach of the COVID-19 regulations applicable to your booking. If you think that your booking cannot go ahead in compliance with applicable government regulations, please contact us. 

The options described above are not available to you if your booking can go ahead in compliance with the applicable government regulations. In this case, if you chose to cancel your booking nevertheless, normal cancellation charges will apply.

Where can I find the latest guidance from the government?

Please click here

As you will appreciate, the Government regulations and guidance on COVID-19 changes frequently. Before you travel to your holiday cottage, please ensure you have checked and understood the relevant regulations applicable to you, your departure location, your destination, and the make-up of your party, as it is your responsibility to comply. 

NHS Track and Trace

Venues in the tourism industry must now ask every visitor over the age of 16 to provide their name and contact details. We will be emailing all customers requesting this information in advance of the booking start date. Please refer to that email to submit the information for each guest. Information collected will be kept securely for 21 days and will be provided to NHS Track and Trace on request, in line with legislation. In addition, all of our holiday accommodation will display an official NHS QR code poster so that customers and visitors can ‘check in’ using the NHS COVID-19 app. You can read the government guidance here. We thank you in advance for your cooperation. 

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