Covid19 - Customers FAQs Updated: Tuesday 1st September 2020

Book with confidence

Booking a holiday is so exciting! Your experience shouldn’t be spoiled by worrying about what would happen if there’s another lockdown. When you book with us, you can be assured that our team will be ready to move or cancel your booking, if you need to.

Booking with us gives you the reassurance that if you are unable to go on holiday because:

There are Government restrictions on travel due to the Coronavirus outbreak which make going on your holiday impossible

The location you have booked is legally closed to visitors due to the Coronavirus outbreak

Then you will be able to choose any of the following options:

1. Transfer your holiday to new dates in 2020 or 2021, free of charge. Furthermore, if you choose the equivalent dates in 2021, we will freeze the price.

2. Cancel your booking and receive a refund to the value of your booking

Why have you changed the arrival/departure times?

You will not be able to check-in before 5 pm, and we need you to check out by 9 am. The safety of our guests, owners, housekeepers and the local communities is of paramount importance to us. As such, on the advice of medical/public health professionals, we have implemented a new regime which allows for there to be a sufficient time period between guests leaving and the housekeeper entering the property so as to reduce the risk of any infection. This is vitally important in terms of both protecting the safety of the housekeepers as well as the community at large. Furthermore, additional time is required to ensure the properties are thoroughly cleaned and sanitised in line with Government guidelines, please visit our Safety First page for more details.

When am I able to book a holiday?

We advise all our guests to keep up to date with the latest government advice on travel and take this and their own personal circumstances into account before booking and deciding whether to travel.

What happens if there’s another lockdown?

Booking a holiday is so exciting! Your experience shouldn’t be spoiled by worrying about what would happen if there’s another lockdown. When you book with us, you can be assured that our team will be ready to move or cancel your booking if the need arises.

Will it be safe?

Looking after the health and safety of our guests has always been a top priority. In response to the Covid-19 pandemic, we have – in conjunction with information from clinicians and public health officials - reviewed all our usual housekeeping guidelines to make sure that you can take your holiday without worry. For more information on the measure’s we’re taking, see the Safety First section below.

I’m not sure whether my holiday will be able to go ahead due to other possible restrictions, what should I do?

We appreciate that some guests may have bookings that are affected by Government guidance – for example on the number of households who can stay together, or by tighter guidance for those who are shielding. Since this guidance is subject to regular review and updates, we recommend waiting until closer to the start of your holiday before deciding whether to change your arrangements. However, if you would like to make a change to your holiday, then our normal terms and conditions apply. To request a change to your booking outside of formal/legal lockdown dates/restrictions, please contact us.

What happens if I or one of my party feels unwell during my stay?

If you or a member of your party show symptoms that could be related to coronavirus you must follow the appropriate government advice. In addition, please contact us and we will be able to assist you. If you are advised to remain at the property, we will work with the guests booked in subsequent weeks to facilitate this as best we can and you will be required to pay the amount due for an additional stay in addition to any related costs.

Safety First

Our approach to your health

Looking after the health and safety of our guests has always been paramount. All of our properties are cleaned to a high standard, however, right now any ‘normal’ cleaning procedures will simply not be enough to control the spread of Coronavirus. So, we have reviewed our usual procedures to help reduce the risks at properties wherever possible to give your peace of mind when you take your well-earned holiday.

This includes the following, and much more:

- Allowing additional time for the cleaning to take place. This does mean that we need to ask our guests to check-in later (at 5 pm), and check out earlier (at 9 am), but we hope you understand that it is for the safety of you, and our housekeepers.

- Ensuring housekeepers have the appropriate PPE.

- Deploying extra hygiene measures on changeover, such as cleaning and disinfecting high contact areas of a property, such a door handles.

Minimising risk

Even with all the measures that are being taken, we cannot 100% guarantee that your property will be COVID-free. 

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