You will be able to choose any one of the following three options if we or the accommodation provider cancel your booking, or if you cancel your booking because UK government public health measures mean that it is unlawful to travel to or make use of the accommodation you booked:
We will refund you the full amount you have paid for your booking.
Subject to availability, we will help you move your booking to a later date or even a new location or accommodation with no admin fees, but please be aware that if the cost of your new accommodation is higher than your original booking, then you’ll need to pay the difference.
You can request an e-voucher for the amount you have previously paid for your booking. You can then use it to book a new holiday online or towards another existing booking, without having to call us. Vouchers issued in 2020 are valid until 31st December 2020 and can be used on holidays departing before 31st December 2021. Learn more about e-vouchers here.
For full terms of the three available options and when they apply see booking conditions here.
To give you more time to pay for your holiday during these uncertain times, we’ve moved the balance due date for bookings* with arrival dates up to 31st December 2020 to just 21 days before your holiday is due to start. If you choose to cancel your holiday before your balance due date, then we will waive your liability for the remainder of the balance and no further amount will be collected from you. If you choose to cancel on or after your balance due date, then you will need to pay the cancellation charges (according to the number of days before the start of your holiday) as set out in the cancellation charges table which you can find in your booking conditions, as well as any applicable booking fees, admin charges or insurance premiums that you owe. See booking conditions here.
*If you have booked a property that is stated to sleep 10 people or more and your booking begins between 1 September and 31 December 2020, your balance due date will remain at 12 weeks prior to the holiday start date as set out in the booking conditions.
We have recommended that our accommodation providers consider information we have summarised as they adapt their cleaning protocols and have given guidance on the importance of social distancing during check-in and throughout a guests stay. Learn more about safer stays here.
Many accommodations are in rural locations, away from the hustle and bustle of towns and cities. Most accommodations are self-contained making social distancing easier. Please read accommodation descriptions fully to ensure they meet your location and accommodation requirements.