We are currently experiencing extremely high call volumes. So that we can assist customers effectively and efficiently, we are trying to prioritise customers with imminent bookings. Please help us in this effort by NOT getting in touch unless your booking is on or before 20 June (in England), 6 June 2021 (in Wales) or 20 June 2021 (in Scotland).
Government regulations on COVID-19 change frequently. Before you travel, you need to ensure you have checked and understood the relevant regulations applicable to you, your location, your destination and the make-up of your party as it is your responsibility to comply.
Please note that the below is not legal advice and you must make sure you familiarise yourself with the relevant government regulations.
On 22 February 2021, the government announced its roadmap out of lockdown and what will be permitted in each step. From Monday 17 May, all of England will move to Step 3. Find out more here.
From 17 May – 20 June 2021: In Step 3, domestic overnight stays will be permitted provided that the party size is no greater than six people (from up to six households) or is no more than two households (of any size, which can include a support bubble if eligible). We have emailed all customers that we believe are affected by this rule with the option to reduce party size or cancel for a refund or voucher. If you have not received an email from us, and you are unable to use your booking in compliance with the household/party size restrictions or updated government guidance, please contact us to discuss your options, which will include the choice between a refund and a voucher of the amount paid for your booking.
If you have a booking on or after 21 June 2021, rest assured that we will be in touch with the options available to you closer to the time.
On 12 March 2021, the Welsh government announced its roadmap out of lockdown and what will be permitted in each step.
From 17 May 2021 up to and including 6 June 2021: On 14 May the Welsh government announced that all holiday accommodation can reopen however this is still subject to the restriction on meeting anyone in a private home other than those you live with or your exclusive extended household. An extended household is one that has formed an exclusive bubble with another household. Two households can holiday together as an extended household, provided that 10 days has passed since either of the households was part of a different extended household. Find out more here. We have contacted all customers that we believe do not comply with the rule on household mixing, with the option to reduce party size or cancel for a refund or voucher. Please refer to that email to make your choice.
If you have a booking on or after 6 June 2021, rest assured that we will be in touch with the options available to you closer to the time.
From 17 May 2021 up to and including 6 June 2021 (all areas except Moray and Glasgow): From 17 May 2021, all of Scotland except for the Moray and Glasgow areas will move to Protection Levels 1 or 2. This means that single households or up to six people from a maximum of three households will be permitted to stay overnight in self-catering accommodation, in line with rules on social gatherings. Children under 12 years old will not count towards the limit of six. Find out more here. We have contacted all customers that we believe are affected by this rule with the option to reduce party size or cancel for a refund or voucher. Please refer to that email to make your choice.
From 17 May 2021 up to and including 6 June 2021 (accommodation in the Moray and Glasgow areas): The Moray and Glasgow areas of Scotland are currently in Protection Level 3, which means that only single household groups are permitted to stay overnight in self-catering accommodation, in line with rules on social gatherings. Find out more here. We have contacted all customers that we believe are affected by this rule with the option to reduce party size or cancel for a refund or voucher. Please refer to that email to make your choice.
From 7 June 2021 up to and including 20 June 2021: All of Scotland is expected to move to Protection Level 1 which again means that single households or up to six people from a maximum of three households will be permitted to stay overnight in self-catering accommodation, in line with rules on social gatherings. Children under 12 years old will not count towards the limit of six. Find out more here. We have contacted all customers that we believe are affected by this rule with the option to reduce party size or cancel for a refund or voucher. Please refer to that email to make your choice.
The Scottish government has stated that it is currently too early to give any specific dates beyond ”late June”. We await further guidance from the Scottish government and will update this page when we know more. If you have a booking on or after 21 June 2021, rest assured that we will be in touch with the options available to you closer to the time.
Customers travelling from the Glasgow and Moray areas (17 May onwards): residents of Glasgow and Moray are currently not permitted to travel outside of the area in which they live except for permitted purposes (which does not include for a holiday). It is expected that this is a short term measure which will be reviewed on a weekly basis. We will contact guests affected by these measures who have a booking between 17 May and 23 May to discuss the options available.
England: The government has released guidance on the venues that are permitted to open in each step of the roadmap. Find out more here. In Step 3 (expected to be 17 May – 20 June 2021) government guidance states that indoor entertainment and areas of hospitality venues, as well as swimming pools, are permitted to be open, subject to social distancing rules.
Wales: The latest Welsh government guidance states that from 17 May indoor hospitality can reopen for six people from up to six households (not including children under 11). Indoor entertainment venues, visitor attractions and leisure and fitness facilities (including swimming pools) can also reopen.
Scotland: The Scottish government has released guidance on the venues that are permitted to open in each step of the roadmap. Find out more here.
Protection Levels 1 and 2: cafés, pubs and restaurants can all open. Gyms and swimming pools can also open, as can all visitor attractions.
Protection Level 3: cafés, pubs and restaurants can provide full outdoor service, subject to local licensing, and can all open and serve food indoors without alcohol until 8 pm. Gyms and swimming pools can also open, as can all visitor attractions.
Venues in the tourism industry must now ask every visitor over the age of 16 to provide their name and contact details. We will be emailing all customers requesting this information in advance of the booking start date. Please refer to that email to submit the information for each guest. Information collected will be kept securely for 21 days and will be provided to NHS Track and Trace on request, in line with legislation. In addition, all of our holiday accommodation will display an official NHS QR code poster so that customers and visitors can ‘check in’ using the NHS COVID-19 app as an alternative to providing contact details. The regulations across the UK are largely the same, however if the accommodation you have booked is in England – you can read the government guidance here, if it is in Wales - you can read the guidance here and if it is in Scotland - you can read the guidance here.
In a lot of cases, there are currently no end dates to these government imposed measures. The above options are currently only available if your booking is due to take place in the time frames listed. If your booking is beyond those dates, it is too early to tell what restrictions will be in place at the time of your booking. If measures continue to be in place closer to the time of your booking, which would put you in breach of government regulations if you were to make use of your booking, rest assured that these options will be available to you then.
Where can I find the latest guidance from the government?