Updated at 09.20am on Monday 20th April 2020
On 23rd March 2020, the Government issued the instruction that everyone must stay at home. Therefore, you will not be able to travel to your holiday destination for any holiday starting on or before 7th May, a date which may be extended. Beyond this we are not accepting new bookings with a start date before 4th July 2020. You can make a booking with us online for arrivals on or after this date if you wish – see 2 below. We have set this date for new bookings as it is just before the start of the summer school holidays but will adjust it in line with any changes in the Government travel restrictions. We hope it may even be possible to bring it forward.
During these difficult times we encourage everyone to follow the Government’s guidelines (https://gov.wales/coronavirus) to keep each other safe and well.
- I had an upcoming booking with an arrival date on or before 7th May; what happens now?
The Government instruction means that you could not travel to your holiday destination. We want to support as many of our guests as we can. As you have already paid for your holiday in full (and assuming you booked before 15th March 2020 – see 3 below) we can send you a voucher on behalf of the homeowner. This will allow you to book the same property through us, subject to availability, for any holiday commencing up to 12 months from the end date of your original holiday booking. Such new bookings will be non-cancellable and if the cost is higher than the value of the voucher the difference will have to be paid under our normal booking terms and conditions. If you have not yet heard from us about a holiday with an arrival date on or before 7th May 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 firstname.lastname@example.org
- Can I make a booking with you?
We are currently not accepting newbookings with a start date before 4th July 2020. You can make a booking with us for after this date if you wish to but our normal Booking Terms & Conditions including those on cancellations apply (which include you not being able to travel). We have set this date for new bookings as it is just before the start of the summer school holidays but will adjust it in line with any changes in the Government travel restrictions. We hope it may even be possible to bring it forward.
- What if I made my booking after 15th March 2020?
Our normal Booking Terms & Conditions apply to cancellations (which include you not being able to travel).
- What happens if I want to cancel a future holiday booking?
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.
Our Booking Terms & Conditions do not allow any refunds for cancellation but, subject to owner agreement, we will operate the voucher policy set out in 1 above if the holiday start date is within any extended travel restriction period and the booking was made before 15th March. We will contact you around 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.
- What if I have not yet paid the balance for my holiday?
We are monitoring Government advice closely and as the position on these later holidays becomes clearer, we contact all guests whose holidays are within the updated travel restriction period. Please wait for us to contact you.
Please note, we are NOT currently requesting or chasing balance payments for holidays. If the Government restriction on travel will still be in force when you are due to travel, 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 Governments 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.
- Can I speak to somebody about my holiday/property?
The Coronavirus situation means we are currently experiencing extremely high call volumes and receiving an enormous number of emails. Our staff are also affected by the Government restrictions with our offices closed and staff placed on furlough, so we ask you please to bear with us during this time. We want to help as many guests as possible but if you are travelling after 7th May and cannot wait for us to contact you please email rather than call us.
We also ask that when you 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 will always do our best to support our guests, particularly in the current difficult times.
We will keep updating these FAQs to provide the most useful information. We would request that you 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. Thank you for your assistance and understanding in this matter.