COVID-19 update: as at 19th October 2020
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 in the next 14 days (unless we suggest otherwise below).
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.
England
Very High Local COVID Alert Level – if your booking is in the next 4 weeks and is at accommodation in a “Very High” alert area or you live in an area with a “Very High” alert level, you can choose a voucher or receive a full refund of what you have paid. We
will contact customers who we believe are affected with these options. See the government guidance here.
High Local COVID Alert Level – if your booking is in the next 4 weeks and is at accommodation in a “High” alert area, or you live in an area with a “High” alert level and making use of your booking would be in breach of government regulations (which you can read here), you can contact us to discuss your options which will include receiving a voucher or a full refund of what you have paid.
Medium Local COVID Alert Level – if your booking is at a property in a “Medium” alert area, or you live in an area with a “Medium” alert level, and making use of your booking would be in breach of government regulations (including the ‘Rule of Six’) (which you can read here), you can contact us to discuss your options which will include receiving a voucher or a full refund of what you have paid. We have emailed customers we believe affected by the ‘Rule of Six’ with bookings up until 31 December 2020, please refer to that email to make your choice.
Wales
Welsh National Lockdown – If you live in Wales, or have a booking in Wales, and your
booking takes place between 6pm Friday 23 October 2020 and Monday 9 November
2020, your booking will not be able to take place due to the Welsh national lockdown. Further information on these rules can be found here. We are emailing all affected customers, and are offering the choice of a voucher or a full refund of the amount paid.
Party Size – after the end of the Welsh National Lockdown (from Monday 9 November
2020), the number of people who will be able to gather indoors in Wales is set at a maximum of 6 (not including children under 11) from one extended household. Further information on these rules can be found here. The regional lockdowns described below
take precedence over the party size rules in this paragraph. If you are unable to make use of your booking due to the ‘Rule of Six’, you may reduce your party size, choose a voucher or receive a full refund of what you have paid. We have emailed customers we believe affected by this rule with bookings up until 31 December 2020, please refer to that email to make your choice.
Regional Lockdowns - after the end of the Welsh National Lockdown (from Monday 9 November 2020), no one will be permitted to enter or leave an area affected by a
regional lockdown in Wales without a reasonable excuse (such as for work or
education). Further information on these rules can be found here. If you are unable to make use of your booking because you live in a Welsh regional lockdown area or your booked accommodation is within a Welsh lockdown area, you may choose a voucher or receive a full refund of what you have paid. We have emailed customers we believe affected by this rule with bookings within 3 weeks of the relevant regional lockdown taking effect or being renewed, please refer to that email to make your choice.
Scotland
No one in Scotland may make indoor social visits to other households. If you have a booking in Scotland, you are permitted to make use of your booking, provided you travel with your household or extended household. Further information can be found here. If you are unable to make use of your booking due to your party size, you may reduce your
party size, choose a voucher or receive a full refund of what you have paid. We have emailed customers we believe affected by this rule with bookings up until 31 December 2020, please refer to that email to make your choice.
Your options
You do not need to do anything and the options described above are not available to you if your booking can go ahead in compliance with the applicable government regulations. In this case, if you chose to cancel your booking nevertheless, normal cancellation charges will apply.
However, you should not be making use of your booking if doing so would be in breach of the COVID-19 regulations applicable to your booking. If you think that your booking cannot go ahead in compliance with applicable government regulations, you have not received an
email from us and your booking is departing within the next 14 days, please contact us. Please double check your emails (including your junk folder) before getting in touch as we may have already contacted you with the options available to you. There is currently no end date to these government imposed measures. The above options are currently only available if your booking is due to take place in the timeframes 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?
https://www.gov.uk/coronavirus
