Last updated: 24 March 2020 08:15 GMT
From 23rd March 2020, the UK Government issued an instruction not to undertake non essential travel. We are therefore giving anyone due to depart for their holiday before 4th June 2020 the opportunity to amend their booking free of charge.
The situation is changing daily and we continue to follow guidance from the government and The Department for Health & Social Care. As a result, this page will be monitored and reviewed regularly.
We continue to review all our policies daily and are seeking advice from the government.
During these difficult times the safety of our people, our customers and our property owners is of paramount importance to us.
We continue to offer free amendments for travel up to and including 4th June.
Due to unprecedented volumes we have closed our phone lines for the time being. We are prioritising contacting guests who were due to stay within the next 7 days.
If you need to contact us about a future booking, please email firstname.lastname@example.org, quoting your name and booking reference in the subject line. We aim to reply within the next 7 days.
We understand that in these uncertain times, there is a growing concern amongst our customers with regards to coronavirus (Covid-19) and how it may impact every aspect of their lives.
Thank you for your patience and understanding at this difficult and challenging time.
For guests due to stay at Fallbarrow, Limefitt & White Cross Bay from March 23rd, these locations will be closed to holiday makers until at least May 1st.
We will be contacting all guests due to stay at these locations with their options as soon as possible. Please bear with us and we are prioritising bookings in chronological order.
I have an upcoming booking, can I still go?
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. Supporting our customers through this period is our primary concern, and we will allow any customer impacted to amend their booking free of charge.
Please refer to our amendment policy to see if your booking is eligible.
Can I amend my holiday?
Yes. We are working to support our customers so have waived our normal amendment fees for customers impacted by Covid-19. We are continuously monitoring the situation regarding this and it is important to us that we offer support and reassurance to our customers during this time. Please find our amendment policy here
Will I receive a refund if I want to cancel my holiday?
Your contract does not allow any refunds, however please refer to your individual travel insurance and contact your relevant insurer for further information.
Booking Protect – If you have arranged Refund Protection through Booking Protect you can read more here. You will need to contact them directly in the first instance.
Can I still book a stay for the future?
Yes we are taking bookings after June 4th only at the present time.
Service Update: April 1st
All bookings due to arrive up to April 9th have been contacted.
We are not processing/asking for balance payments for stays after May 15th without prior contact with guests.
We are currently working through emails received on/after Thursday March 26 and aim to reply to all correspondence within 7 days of receipt. Please can we ask that you do not chase a reply unless you have not heard from us after 7 days.