Updated: 3rd August 2020
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?
Yes you can! You can make a booking for a holiday starting on or after 4th July. We will continue to work with government guidance and will adapt to any changes accordingly.
What happens if I have a booking with you and the government enforces another lockdown?
If the property is not available due to government restrictions, 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 on or after 4th July, what do I do?
Unless notified otherwise, your holiday accommodation is available to you and we look forward to your visit. If you choose to cancel your holiday, normal cancellation terms would apply. We will be in touch with you should the government provide any updates that would affect your holiday. We also want to share some additional advice for your holiday, given the slightly unusual circumstances. We hope the information in our ‘Taking Extra Care: Holiday Preparation Guide’ makes it a little easier for you to plan ahead so all that’s left to do is have a wonderful time on holiday.
What happens if we have a booking where more than one household is planning to stay?
Following the latest government advice, two households are able to stay in the same accommodation from the 4th July. These guidelines are subject to change so please make sure you check the latest government advice before making your travel arrangements. Please note; this does not affect our standard booking or cancellation terms as the accommodation is still available for you.
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, your balance will be due 5 weeks before 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?
To be on the safe side, we have extended our changeover hours to a 5pm arrival and a 9am departure. This is to allow time between guests departing and housekeepers entering the property. It also gives housekeepers plenty of time to carry out extra sanitisation in accordance with industry guidelines for this situation.
We have prepared a guide for you to read before your arrival. This includes information on the extra steps we have taken to make sure the property is ready for you and advice on how you can prepare for your holiday. To read our guide, click here.
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 firstname.lastname@example.org.
Will the latest VAT reduction change the price of my holiday?
Your booking price will not be amended in line with the recent change to VAT. This is because the advertised cost for your booking is a contractual agreement with the owner, regardless of any changes to the VAT rates.
This link will take you to the government's recovery strategy, outlining key dates and information. Click here to read the government guidelines.
If you are staying in St Ives, please read the St Ives Town Emergency plan