Updated at 17:00 on Friday 18th September 2020
As a customer-focused business, it is our priority to alleviate concern from guests, homeowners and housekeepers during uncertain times. The situation regarding coronavirus (COVID-19) changes daily and we will review this page as we continue to follow advice from the government and NHS.
If your holiday is affected by the original lockdown restrictions we will already have contacted you to discuss the options available to you. If restrictions are reimposed and affect your holiday we will advise you as soon as possible of the position
As the desire for travel returns, we look forward to welcoming you to enjoy a much-anticipated break. To put your mind at ease we have provided additional guidance for you for your upcoming stay and our team are on hand if you have any additional questions.
We have shared national guidelines with our owners in relation to cleaning protocols which set out the extra measures to be taken. The guidelines have been carefully considered and developed at industry level to protect the health and safety of guests, as well as housekeepers and support teams involved in preparing the property
This does mean the arrival time for your holiday will be no earlier than 5pm on day of arrival and departure time no later than 9 am, despite what the Arrival Guide information states, to allow time for the required extra cleaning.
Arrival Guide information and key instructions will be sent at least two days before you travel.
To help us with the challenges that COVID-19 presents, some soft furnishings such as cushions and throws as well as other items such as literature will have been removed from the property in advance of your arrival.
Also, perishable open food items including tea, coffee, sugar and milk will not be left at the property, in line with government guidance. You will therefore need to bring these with you, along with cleaning products that you would normally use at home on a daily basis plus hand sanitiser and antibacterial hand wash, to allow you to take the necessary handwashing and cleaning precautions during your stay.
We would also request that you assist the housekeeper by stripping and bagging any used bedding, towels and other laundry items in the laundry/black bags provided at the property, with as little shaking of the items as possible.
You must comply with the relevant Government rules on the sharing of holiday accommodation. Information on the rules currently in place can be found here.
What to do if developing COVID-19 symptoms before the start of the holiday, whilst on holiday or subsequently.
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. Please contact our team who will seek to find alternative arrangements for your stay.
If you develop or a member of your party develops symptoms during your stay and a test confirms infection please let us know and leave the property immediately so that we can take the necessary steps to deep clean the property. If you develop or a member of your party develops acute breathing difficulties during your stay please call 999
Similarly, if you develop or a member of your party develops symptoms within 14 days of your stay and a test confirms infection please let us know immediately to allow the necessary measures to be taken.
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 www.nhs.uk/conditions/coronavirus-covid-19 and www.gov.uk/government/publications/covid-19-stay-at-home-guidance or www.gov.uk/coronavirus
Local and/or national lockdowns
If you live in an area with a local restriction then your ability to take your holiday may differ between regions and countries. Please find below links to various Government websites for clarification:
If you live in England click here
If you live in Wales click here
If you live in Scotland click here
Our understanding is those living in England and Scotland where there are local restrictions can leave their local area to go on holiday, with persons in their own household or support bubble.
If you live in an area with local restrictions in Wales then currently you cannot leave this region for social purposes.
Therefore, the majority of residents in the UK can still continue to travel but upon reaching your holiday property you need to comply with the latest local and national government regulations. If you are travelling to an area where there are local lockdown restrictions, our understanding is that you can still continue to travel but upon reaching the holiday property you must abide by the local and national restrictions and regulations in place at the time.
If a local or national lockdown is announced while you are on holiday you are not required to curtail your stay - you should finish your holiday as planned making sure that until the end of your holiday you make every effort to comply with local guidelines.
If a national/local lockdown prevents you leaving the area in which you live to take your holiday, or prevents you travelling to your booked holiday destination, we will attempt to re-book your stay, or provide a voucher to the value of the monies paid to date for your holiday subject to the property owner’s agreement. If you prefer, we will agree to cancel your holiday and offer a full refund of the amount you have paid to us.
If you decide to cancel your holiday for another reason that is not related to the latest Government guidance then our normal booking terms and conditions and cancellation policy apply.