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Latest Covid-19 Update for Customers

It is with considerable disappointment that we must again pause operations at the Duchy of Cornwall Holiday Cottages, as a result of the restrictions imposed by the latest national lockdown.

Covid-19


Arrivals between 5th January and 11th February 2021.

In accordance with Government imposed legal restrictions, we are sorry to confirm that your holiday will not be able to go ahead. Our holiday cottage team are currently working through our arrivals list, contacting impacted guests with arrivals on or before Thursday 11th February 2021 to discuss refund or movement of booking options available to them.

Arrivals after Friday 12th February 2021.

The situation beyond mid-February remains very difficult to predict. If in due course the government confirm there are further restrictions in place beyond 12th February, which mean you cannot complete your holiday, please be assured that we will offer you a range of alternatives and these are set out in more detail, below. We are closely monitoring government guidance and will be in further contact with relevant guests as more information is provided and clarity given.

Guests with arrival dates on or after 12th February 2021 will have the following options to choose from if travel restrictions are enforced for your arrival date:
[Note: Travel restrictions may include but not limited to; [1] lockdown being extended beyond mid-February, forcing us to extend our closure. [2] Government still advise vulnerable people to shield at the date of your stay/ [3] a reinstatement of a tiered system where non-essential travel restrictions may be imposed in ‘your’ area or ‘our’ area]

Option 1 - Rebook for a future date: We will be more than happy to move your booking, with no amendment charge, to any available date 12 months after your arrival day. If you move your booking to a date with a lower rate than you have already paid, we will refund you the difference. If your booking is moved to a date in this period where our rates are higher than you have paid, you will need to pay any outstanding difference 8 weeks before your new arrival date.

Option 2 - Choose a full refund: Whilst we would like to welcome you all back, we understand that moving your holiday dates may not be possible for everyone. In this instance, we can offer a full refund.

I hope the above provides some clarity and reassurance of what will happen should your holiday not be able to go ahead due to government restrictions in the forthcoming weeks/ months. As this will be a very busy time for us, we may take longer than usual to respond and ask that, where possible, you only contact us by email. We will do all we can to ensure that we respond to each guest’s enquiry as quickly as possible.

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, 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 

England

At the moment our payment terms remain the same for future bookings. If measures continue to be in place two weeks prior to your arrival date, which would put you in breach of government regulations if you were to make use of your booking, rest assured that these options will be available to you then.

Stay at Home COVID Alert Level - Tier 4

If you have a booking and the area you live in is in a “Stay at Home” alert level, tier 4, we regret that we cannot accept your booking until the restrictions in your area are either changed to tier 2, tier1, or lifted. We can offer a *movement of booking within 12 months of your original booking, with no amendment fee or a full refund of the sums you have paid.

See government guidance here

Very High Local COVID Alert Level - Tier 3

If you have a booking and the area you live in is in a “Very High” alert level, tier 3, we regret that we cannot accept your booking until the restrictions in your area are either changed to a lower tier or lifted. We can offer a *movement of booking within 12 months of your original booking, with no amendment fee or a full refund of the sums you have paid.

See government guidance here

High Local COVID Alert Level - Tier 2

If you have a booking and the area you live in is in “High” alert level, tier 2 and making use of your booking would be in breach of government regulations of households mixing (single households only accepted unless in a support bubble), we can offer a *movement of booking within 12 months of your original booking, with no amendment fee.

See government guidance here

Medium Local COVID Alert Level - Tier 1

If you have a booking and the area you live in is in a “High” alert level, you can still make use of your booking provided that you travel with your household (which may include your support bubble) only.  If the party mix for your booking is such that you cannot comply with the one household restriction we can offer a *movement of booking within 12 months of your original booking, with no amendment fee.

See government guidance here

Welsh National Lockdown - National measures from 20th December 2020

The Welsh government has announced that Wales will move to Alert Level 4 (Very High Risk) from 20th December 2020. If you have a booking between 20th December 2020 and 10th January 2021 we regret that we cannot accept your booking until the restrictions in your area are lifted, permitting you to travel. We can offer a *movement of booking within 12 months of your original booking, with no amendment fee or a full refund of the sums you have paid.

If you have a booking beyond 10th January 2021, we will review your booking following the next announcement.

See government guidance here

Scotland

The Scottish government has announced that Scotland will move to Alert Level 4 (Very High Risk) from 26th December 2020. If you have a booking between 26th December 2020 and 16th January 2021 we regret that we cannot accept your booking until the restrictions in your area are lifted, permitting you to travel. We can offer a *movement of booking within 12 months of your original booking, with no amendment fee or a full refund of the sums you have paid.

If you have a booking beyond 16th January 2021, we will review your booking following the next announcement.

See government guidance here

*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. There is currently no end date to these government-imposed measures.  

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. 

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