Updated 10:00 Monday 30th March 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 13th April, a date which may be extended. Beyond this, we are not accepting bookings with a start date before 3rd July 2020. You can make a booking with us for on or after this date if you wish – see 3 below.
During these difficult times we encourage everyone to follow the Government’s guidelines to keep each other safe and well.
1. I have an upcoming booking with an arrival date on or before 13th April; can I still go?
The Government instruction means that you will not be able to travel to your holiday destination. We want to support as many of our guests as we can with the help of our homeowners with whom you have your contract. As you have already paid for your holiday in full (and assuming you booked before 15th March 2020 – see 4 below) we will be issuing a credit note on behalf of the homeowner. This will allow you to book the same property through us as agent, 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 credit note the difference will have to be paid on our normal terms. We will write to you separately about this and how to book. Please wait for us to get in touch rather than contact us. If you wish to cancel (perhaps because you have travel insurance that will cover you) you can do so when we get in touch.
2. What should I do if I am currently on holiday through you?
We strongly advise that you follow Government guidance and make arrangements to travel home as soon as possible. Our team should already have been in touch with you and asked you to confirm your intended departure date so that we can have the property cleaned and secured on the homeowner’s behalf
3. Can I make a booking with you?
We are currently not accepting bookings with a start date before 3rd 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).
4. 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).
5. What happens if I want to cancel my holiday that is due to start on or before 13th April 2020?
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 see 1 above for our credit note policy on such bookings if made before 15th March.
6. What if my holiday is due to start after 13th April 2020, especially if I have not yet paid my balance?
We are monitoring Government advice closely and as the position on these later holidays becomes clearer we will, as necessary, agree a policy with our homeowners and update these FAQs. In the meantime we are not requesting balance payments and will notify you if and when this changes.
7. 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, 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 13th April, we would ask you to email rather than call us so we can respond to requests in order of anticipated travel date.
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.
If your holiday is more than 3 weeks away, we will keep updating these FAQs to provide the most useful information. Please review these regularly.