Last updated: 09 September 2020 12:37
9th September Update
We are aware of the latest government announcement regarding social gatherings of 6 or more from different households in England, and are waiting for further information to be released so we can understand how this affects bookings.
We will aim to update customers through our website FAQs within 24 hours of when the government legislation is published. Thank you for your patience.
We have now contacted all customers affected by the national UK lockdown who are entitled to a cash refund for their booking. We are working hard to process these refunds as quickly as possible.
If your booking was made through booking.com or Airbnb and you believe you may be entitled to a refund, please contact them directly:
- If you have booked with Airbnb you will need to contact them on 0203 318 1111 or firstname.lastname@example.org to discuss your booking.
- If you have booked with booking.com you will need to contact them on 0203 564 6725 or email@example.com to discuss your booking.
Normal terms and conditions apply to all future bookings. Please refer to the Booking Terms for further information and for information about cancellations and refunds.
We appreciate that some guests may have bookings that are impacted by other legislation and government guidance which is constantly being reviewed and updated by the government. Before deciding whether to travel, customers should ensure they have checked and understood the relevant legislation and government guidance that is applicable to their party, party make-up and locale of a booking.
We continue to follow guidance from the various country governments, and we are keeping this page and our policies under constant review.
Thank you for your patience.