Updated at 12:30 on Wednesday 13th May 2020
In these difficult times we are working with our owners to allow guests unable to travel to their holiday property to rebook wherever possible. As you can imagine we are dealing with an enormous number of telephone calls and emails. Our staff are also affected by the Government restrictions with our offices closed and staff working from home, so we ask you please to bear with us during this time.
We set out below some answers to FAQs which we hope will deal with many of your queries
1. I have an upcoming booking and have only paid a deposit; what happens now?
The UK Government Covid 19 recovery strategy published on 11th May suggests 4th July 2020 as the earliest date for a possible reopening of the hospitality sector in the UK. We think it unlikely that the self-catering sector will be able to open before then but for the moment are postponing all arrivals up to and including 15th June. We are contacting those whose holidays are not able to take place as quickly as possible and explaining the options available. Please wait to hear from us but if you have to contact us please do so by email rather than telephone. We want to support as many of our guests as we can with the help of our homeowners with whom you have your contract.
Assuming you booked before 15th March 2020 (if your booking was made after this date please see 3 below) we will, subject to the owner’s agreement, be sending you a voucher 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 18 months from the end date of your original holiday booking. You can only use the voucher once and if the deposit for the new booking is more than the voucher value you will need to pay the difference at the time of booking. Otherwise all our normal booking terms and conditions apply.
If you have not yet heard from us about a holiday starting within the next 7 days 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 quoted on your original booking confirmation.
2. Can I make a booking with you?
We are currently not accepting new bookings with a start date before 10th July 2020. You can make a booking with us for on or 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 after the earliest date suggested by the Government guidance mentioned above. We hope it may even be possible to bring it forward.
3. 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).
4. What happens if I want to cancel a holiday booking further ahead?
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.
The great majority of our owners are working with us to operate the voucher policy set out in 1 above if the holiday start date is within the travel restriction period and the booking was made before 15th March. We will aim to contact you no less than 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.
5. What about paying the balance for my holiday?
We are NOT currently requesting or chasing balance payments for holidays. If the Government restriction on travel is still in force when you are due to travel and we have not already postponed your holiday 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 Government’s 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.
6. Can I speak to somebody about my holiday/property?
We want to help as many guests as possible but as explained above our staff are currently dealing with a huge workload under difficult conditions. If you cannot wait for us to contact you then please email rather than call us.
We also ask that if you do have to 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 would also ask you to understand that we are only the agent for the homeowners, providing a booking and payment service on their behalf. We will always do our best to support both our guests and the homeowners, particularly in the current difficult times, but your contract is with the homeowner and we can only take steps that they specifically authorise.
We will keep updating these FAQs to provide the most useful information. Once again, we would ask you to 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 and is currently for holidays due to commence on or before 15th June 2020. Thank you for your assistance and understanding in this matter.