Updated: 22nd May, 2020
Our team are working hard to help guests and are prioritising the more imminent holidays. There may be a delay in getting back to you if your holiday is more than 4 weeks away.
We understand that the uncertainty surrounding Coronavirus (Covid-19) is prompting questions regarding travel in the UK. We hope our most frequently asked questions will provide you with some clear answers relating to your upcoming holiday.
Can I still place a booking with you?
We are now accepting bookings for holidays starting on or after 4th July. We are not taking any new bookings for holidays starting prior to this date. This date may be amended as we continue to adapt to the changing conditions.
What happens if I book and then the holiday dates fall within an extension of the restricted period?
If this happens, we will contact you with your options. You will be able to transfer your dates or opt for a credit note from your online account.
I have a booking with you and am due to arrive before the 4th July - what do I do?
Following the government guidelines published on 11th May, it's very unlikely your holiday will go ahead if it is due to start before 4th July. We have emailed all affected guests to offer alternative options. You can amend your booking in your online account by requesting a credit note or transferring your dates.
Holidays are allowed from Saturday 4th July, but I am due to arrive on Friday 3rd July – can I still come?
Current Government guidelines allow for holidays to commence from the 4th July. As many UK holidays start on the 3rd July we are hopeful this can be relaxed by one day. Should that not be the case, we will refund you the cost of 1 night (pro rata). You would unfortunately miss out on the first night and your holiday would start on the 4th July.
I have a booking with you and am due to arrive after 4th July, what do I do?
Unless notified otherwise, your holiday accommodation is available to you and we look forward to your visit. We will be in touch with you should the government provide any updates that would affect your holiday.
Can I cancel my holiday?
If you choose to cancel a holiday that falls outside of the restricted dates, normal cancellation terms would apply.
When will my balance payment be due?
For holidays starting in July and August, we have amended our balance payment due date from 8 weeks before your holiday to 5 weeks before to your holiday. For holidays starting in September and beyond, the balance will be due the usual 8 weeks before.
I have emailed you but I haven’t heard back – why not?
Apologies - due to the sheer volume of enquiries we are currently receiving, our response time is much longer than usual, so we thank you for your patience. We are currently prioritising enquiries regarding bookings due to arrive in the next 4 weeks, but rest assured we will get back to you as soon as we can.
What extra precautions are you taking for my stay?
From 4th July onwards, the changeover period has been extended to allow housekeepers to carry out extra cleaning in accordance with industry guidance for this situation. Arrival time will now be 5pm and Departure time will now be 9am, unless otherwise notified. Apologies for any inconvenience this may cause.
If I do have insurance will I be covered still if I move my holiday dates?
Please contact your insurance company. For those who have taken out insurance with Endsleigh, your cover will be extended to your new holiday dates. Please contact CEGA if you have any questions regarding insurance claims on 01202 038 946 or email email@example.com.