Updated at 16:10 on Friday 5th June 2020
In these difficult times we are working with our owners to allow guests unable to travel to their holiday property to rebook wherever possible. As you can imagine we are dealing with an enormous number of telephone calls and emails. Our staff are also affected by the Government restrictions with our offices closed and staff working from home, so we ask you please to bear with us during this time.
We set out below some answers to FAQs which we hope will deal with many of your queries
1. I have an upcoming booking and have only paid a deposit; what happens now?
The UK Government Covid 19 recovery strategy published on 11th May suggests 4th July 2020 as the earliest date for a possible reopening of the hospitality sector in the UK. We have therefore cancelled all arrivals up to and including 3rd July. If it is confirmed that holidays will be possible from 4th July or the current restrictions are extended please see 4 below for the action we will then take.
At present it seems probable that the easing of restrictions in Northern Ireland, Scotland and Wales may be later than in England and different considerations may apply for Eire.
If you have not yet heard from us about a holiday starting within the next 7 days please email us with details of the booking and we will be in touch as soon as we can. The email address to use is quoted on your original booking confirmation.
2. Can I make a booking with you?
Yes, however we are currently not accepting new bookings with a start date before 10th July 2020. We have set this date for new bookings as it is just after the earliest date suggested by the Government guidance mentioned above. We hope it may even be possible to bring it forward.
3. What happens if I want to cancel a holiday booking further ahead?
You will need to check your travel insurance as to whether you would be covered for cancelling your holiday. We will provide whatever information you need in this regard to support a claim.
The great majority of our owners are working with us to offer a voucher if the holiday start date is within a Government travel restriction period. We will aim to contact you no less than 7 days before the start date of your holiday to confirm the position with your booking. Wherever possible please wait for us to contact you.
4. What about paying the balance for my holiday?
We are NOT currently requesting or chasing balance payments for holidays. If the Government restriction on travel is still in force when you are due to travel and we have not already cancelled your holiday then we will contact you and explain the options available. If the travel restriction is lifted and the start date of your holiday is outside of the restriction dates then we will issue you with a balance invoice either for immediate payment or for payment on the standard due date if later.
We are aware that some guests have been instructed by the Government not to travel for up to 12 weeks from receipt of the Government’s letter of instruction. Many of these guests have contacted us to explain their predicament. We are contacting all guests in holiday start date order so please be assured that we will be in touch. Again, please wait for us to contact you.
5. Property Cleaning in response to COVID19
Owners have instructed their housekeepers to follow an enhanced cleaning policy at the property in line with the latest government advice. Details will be forwarded to you prior to your arrival date. We would strongly advise that you bring what you would usually use at home e.g. antibacterial handwash, cleaning wipes and hand sanitiser with you. Please also continually update yourself with the latest government advice on handwashing and social distancing. All open food items will be removed from the property therefore we advise that you bring these items with you, including tea, coffee, sugar and milk.
To allow the housekeepers more time within each property we are asking guests not to arrive before 5pm and to leave by 9am on the departure day.
6. Can I speak to somebody about my holiday/property?
We want to help as many guests as possible but as explained above our staff are currently dealing with a huge workload under difficult conditions. If you cannot wait for us to contact you then please email rather than call us.
We also ask that if you do have to speak to the team you treat them with understanding and respect. This is a tough time for every one of us and we are doing our best.
We would also ask you to understand that we are only the agent for the homeowners, providing a booking and payment service on their behalf. We will always do our best to support both our guests and the homeowners, particularly in the current difficult times, but your contract is with the homeowner and we can only take steps that they specifically authorise.
We will keep updating these FAQs to provide the most useful information. Once again, we would ask you to wait for us to contact you rather than call or email, so that we can deal with the most imminent and more pressing bookings. The date range for holidays we are dealing with will be constantly updated within this statement and is currently for holidays due to commence on or before 3rd July 2020. Thank you for your assistance and understanding in this matter.