To read the open letter from Steve & Carrie – Sunday 22nd March 2020 14:15 GMT CLICK HERE
During these difficult times the safety of our people, our customers and our property owners is of paramount importance to us.
The situation is changing daily. We continue to follow guidance from the government, and we are keeping this page and our policies under constant review.
Find out more about the government’s guidance here: https://www.gov.uk/coronavirus
If you are due to travel on or before 3rd July 2020, the easiest and quickest way to amend your booking is by using this form. You will not be charged an amendment fee.
We are experiencing an unprecedented volume of enquiries, so please bear with us, we are working round the clock to respond to you as quickly as we can and are prioritising customers travelling prior to 31st May 2020.
1. I’m due to travel on or from 1st May to on or before 3rd July 2020 – what can I do?
If you are due to travel before 3rd July 2020 you can amend your booking or request a credit voucher. The easiest and quickest way to do this is by using this form. You will not be charged an amendment fee.
In the event you select a new date that subsequently falls within extended government-imposed travel restrictions, again there will be no amendment fee to amend your booking to a more suitable date.
2. I’m trying to amend my travel dates, but my property isn’t available – what can I do?
In the event a property is not available for the dates a customer wishes to amend their booking to, you can choose to receive a credit voucher that is valid at ANY of our properties till the end of 2021. We are currently prioritising in order of date of departure, so please bear with us.
3. Have you put your prices up in order to profit from these circumstances?
No. A very small number of properties will have seen price increases but this is part of our business-as-usual process, not in response to the Coronavirus outbreak.
4. I’m amending my date of travel, but the price has increased / decreased – why?
Accommodation prices have always, and continue to be, seasonal. School holidays and bank holidays move annually, and this will also impact prices.
Some of our customers who are looking to amend their travel dates may find they are quoted more if they’re booking when prices are higher because of the above. Others may find that their holiday is cheaper if travelling out of season.
Please ensure that when you are looking to amend your dates that you search for the same departure day. For example if you were due to travel on a Friday, please search for a Friday alternative to ensure that our system quotes you the correct price.
If you have booked a short break and are looking to move to a future departure date you may see an increase in price as the short break discount may not apply to that future week.
If you find that a price has increased beyond what you would ordinarily expect then please email us at firstname.lastname@example.org
5. I’ve called / emailed / messaged on social media and haven’t had a response – why?
We are working around the clock to deal with an unprecedented volume of enquiries and are currently prioritising in order of date of departure, so please bear with us.
If you are due to travel prior to the 30th April, during the government ‘stay at home’ measures and need to speak to us, please email email@example.com and we will do our best to help you.
7. How are you supporting your property owners at this time?
We are working closely with our property owners to support them through this extremely difficult period, reviewing our policies to offer greater flexibility and dealing with thousands of booking amends every week on their behalf.
8. Are you charging cancellation fees to property owners?
No, if an owner decides to cancel a booking due to take place before 3rd July 2020, we are not charging cancellation fees. We are advising that they help us to facilitate a refund to those customers whose holidays have been cancelled.
9. The balance is due for my holiday - what should I do?
Balances are due to be paid 42 days before your holiday start date. You can request to change the dates of your holiday or receive a credit voucher for the value of the deposit already made by using this form. We do not automatically take balance payments. If you pay your balance and are unable to travel due to government guidance we will refund the balance back to the card it was made on.
1. Are you accepting new bookings?
We are not accepting any new bookings for travel on or before 3rd July 2020.
If a customer books a holiday with us arriving on or after 4th July 2020 and must subsequently amend their holiday date due to government-imposed travel restrictions, we will waive our usual amendment fees.
2. I am due to travel on or after 14th June 2020 what happens if government-imposed travel restrictions are extended?
If government-imposed travel restrictions are extended and you must amend your holiday date, we will waive our usual amendment fees.