We are no longer accepting bookings for holidays arriving before 4th July 2020 and no travel to holiday accommodation is allowed

Coronavirus (Covid-19) Update & FAQs

UPDATE 24 June 2020 11:00 BST

On 23rd June the Prime Minister Boris Johnson announced that the Holiday accommodation industry can re-open from 4th July 2020

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.

As part of this, we are currently contacting customers whose bookings have been affected by the lockdown to discuss alternative arrangements for their bookings. We are aiming to contact all those affected by 31st July 2020.

Please refer to the FAQs below for guidance

  • If your booking starts on or before 3rd July 2020 see here.
  • If your booking starts on or after 4th July 2020 or you are considering making a new booking see here.
  • If you have booked through Airbnb see here.

Frequently Asked Questions

Bookings due to start on or before 3rd July

1.My booking starts on or before 3rdJuly which was during the Government’s ‘lockdown’ measures. What happens to my booking?

In line with government guidance and statements, we have written to every customer with bookings starting on or before 3rd July 2020 confirming they should not travel.

If your booking was due to start on or before 3rd July 2020 and you haven’t already done so you are still able to amend your booking dates by emailing us on bookings@lakedistrictlodgeholidays.co.uk with your proposed new holiday dates. You will not be charged an amendment fee.

In the event that a new date should subsequently fall within any extended Government imposed travel restrictions, again there will be no amendment fee to amend your booking to a more suitable date.

We are also making other refund options available as an alternative. Please see below. We are proactively contacting affected customers with more information.

2. Have your prices gone 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 the business-as-usual process, not in response to the Coronavirus outbreak.

3. I’m amending the date of my booking, 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 may also impact prices.

Some of our customers who are looking to amend their booking 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 your booking was due to start on a Friday, please search for a Friday alternative to ensure you are quoted 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.

4. My booking was due to start on or before 3rd July 2020. I do not want to amend my booking – how do I request a refund? 

If you do not want or are unable to find a suitable date to amend your booking to, you have the following refund options available to you. Please email us on bookings@lakedistrictlodgeholidays.co.uk with your preferred option.

Option 1

  • A cash refund to your original payment method (ie. debit / credit card) for the full cost of your holiday excluding the commission we were paid by the property owner for facilitating your booking and excluding the value of any fees you paid to us; and
  • An ex-gratia credit note to the value of the commission and fees associated with your booking.
  • This credit note can be used at any of the Lake District Lodge Holidays portfolio of properties for holidays departing within 24 months from the date of issue (the credit is not cash- convertible). Credits can be used to purchase multiple holidays until the account balance has been exhausted or expires.
  • We will aim to process the above within 30 days of you submitting your request.

Or:

Option 2

  • A full cash refund of monies you have paid for your booking (including any commission and fees associated with your booking).
  • Should you select this option we will aim to credit your original payment method (ie. debit / credit card) with the full value of your holiday you have not yet received, within 30 days of you submitting your request.

Where you have already amended the dates of your booking, and your new booking is due to start on or after 4th July 2020, as this is outside of the current official lockdown period, you will need to refer to the appropriate section of these FAQs. See here for further guidance.

5 – My booking was due to start on or before 3rd July 2020 and I have received a credit note – what should I do?

You now have the following refund options available to you. Please email us on bookings@lakedistrictlodgeholidays.co.uk with your preferred option.

Option 1

  • We are now able to offer a cash refund to your original payment method (ie. debit / credit card) for the full cost of your holiday excluding the commission we were paid by the property owner for facilitating your booking and excluding the value of any fees you paid to us; and
  • An ex-gratia credit note to the value of the commission and fees associated with your booking.
  • This credit note can be used at any of the Lake District Lodge Holidays portfolio of properties for holidays departing within 24 months from the date of issue (the credit is not cash- convertible). Credits can be used to purchase multiple holidays until the account balance has been exhausted or expires.
  • We will aim to process the above within 30 days of you submitting your request.

Or:

Option 2

  • A full cash refund of monies you have paid for your booking (including any commission and fees associated with your booking).
  • Should you select this option we will aim to credit your original payment method (ie. debit / credit card) with the full value of your holiday you have not yet received, within 30 days of you submitting your request.

With either option, where applicable, any original credit notes you received will be cancelled.

Where you have already amended the dates of your booking, and your new booking is due to start on or after 4th  July 2020, this is outside of the current official lockdown period, you will need to refer to the appropriate section of these FAQs. See here for further guidance.

6. 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 many booking amendments on their behalf.

7. Are you charging cancellation fees to property owners?

No, if an owner decided to cancel a booking due to take place before 3rd July 2020, we are not charging cancellation fees. We are advising that these owners help us to facilitate a refund to those customers whose holidays have been cancelled for reasons relating to Covid-19.

If your booking is due to start on or after 4th July 2020 or you are considering making a new booking

1. Are you accepting new bookings?

We are accepting new bookings starting on or after 4th July 2020.

If a customer books a holiday and must subsequently amend their booking due to Government imposed restrictions which affect that booking, we will waive our usual amendment fees.

2. My booking is due to start on or after 4th July 2020 and I want to amend or cancel – what should I do?

If you wish to amend or cancel your booking, our standard booking terms and conditions apply if your booking is due to start on or after 4th July 2020.

We will continue to follow guidance from the Government and our policies are under constant review. We will contact you if your booking is affected by Covid-19.

3. We are concerned about staying with Covid-19 still in circulation

We understand some people will be nervous about staying following the lockdown. Safety of guests, our staff and all contractors is of paramount importance and all lodge accommodations will be cleaned in accordance with revised guidelines.

All people responsible for preparing your lodge will wear PPE when inside getting things ready.

4. Will all the facilities be open at Limefitt Park/Fallbarrow Park/White Cross Bay?

These facilities are operated by Parkdean Resorts. For the latest information about their on park facilities and safety please click here.  At White Cross Bay the swimming pool and gym will remain closed until further notice.

5. What will be open in the area when we stay this summer?

Many hospitality businesses and attractions will be reopening for the first time from July 4th and it is likely they will have restrictions in place to observe Government guidance and social distancing for everyone’s safety. Please be patient as there will be delays and where possible book in advance as many places will not be able to accommodate ‘roll ups’.

Please view our helpful ‘things to do guide’ and plan your stay here.

6. Can I have a refund if some of the facilities on the parks/in the area are not available to use or restricted?

We are sorry but no refunds will be made where facilities offered by 3rd parties (and mentioned in any correspondence or on our website) are restricted or closed. These are outside our control as an independent Booking Agent. Your holiday price is for a self catering lodge in the Lake District only.

7. Can I still use the hot tub at my lodge?

Yes all hot tubs will be in use. They are cleaned, sanitised and maintained to HSE guidelines for your safety.

8. Why is your arrival time now 4pm?

It is going to take longer to prepare your lodge in accordance with the revised cleaning guidelines so we have put back arrival times by 1 hour to give the cleaning teams a little more time to do this. We thank you for your understanding.

Bookings made with Air BNB

If you have booked with Airbnb you will need to contact them on 0203 318 1111 or support@airbnb.com to discuss your booking.

 

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