We are dealing with an extraordinarily high number of incoming queries. These will take some time to respond to as we have tens of thousands of customers to help. Your patience and understanding is appreciated as we continue to prioritise customers with imminent travel dates. Rest assured we will get back to every one of you.

COVID-19 update: as at 28th May 2020

Please see below for the latest updates. These apply to any UK accommodation only bookings.

The safety of our guests and employees is of upmost importance to us. In light of this, and in line with latest government guidelines, we are currently contacting all customers travelling up to and including 31st May 2020 and we are only accepting new bookings with an arrival date from 4th July 2020.

Pay the 2020 price when you move your break to 2021 with our Price Match Promise

This offer now includes customers who have a holiday start date on or before 3rd July 2020. The offer is available until the 3rd July 2020. See full terms here.

Request to transfer your holiday online with an e-voucher

Our holiday transfer vouchers offer a simple way to move your holiday to a later date, or location, without having to call us.

This is currently available for customers with a holiday start date from 1st June 2020 up to and including 3rd July 2020. See here for details.

For customers with an e-voucher

The redemption deadline to use your e-voucher has been extended to 31st December 2020 giving you more time to move your holiday. Don’t forget, e-vouchers can be used for 2020 and 2021 holidays. See full terms here. Please note that we will never ask you for voucher details on social media or over email.

Finally, please ensure that you continue to contact us through our official channels and we thank everyone for their patience as we work through your enquiries as quickly as we can.

- The Cottages.com Team.

For customers travelling up to and including 31st May 2020

You should have received an email from Cottages.com and have been issued with an e-voucher which matches the amount paid previously. This can then be used online to make a booking with new holiday dates. Please be aware that your actual voucher will have come from noreply@holiday-voucher.com and will have been sent to the email address which is linked to your customer account. See here for e-voucher terms.

If you have not received your e-voucher you can re-request it here. We encourage all our customers to accept the e-voucher and move their holiday to a later date. If you have not received your e-voucher or if you prefer not to accept your e-voucher and would like to discuss alternative options (including a cash refund), please contact us on 0345 268 8730 or log into My Booking where you are able to request a call back. Please be aware we will work through requests in the order they are received. We continue to work through an unprecedented level of inbound calls, messages and emails. We are committed to getting back to each and every customer as soon as we can. Due to the extraordinary volume, it is inevitably taking us longer than usual to process your requests. We are grateful for your continued patience and co-operation.

For customers travelling from 1st June 2020 up to and including 3rd July 2020

You are able to request an e-voucher if you wish to move your holiday. See here for details.

Please rest assured that we will be in touch with you prior to your holiday start date advising you of your alternative options (which will include a cash refund).  We would really appreciate if you could refrain from contacting us at this time to allow us to deal with guests with imminent breaks.

Additional information

Booking terms and conditions

We have made it easier for customers to access the terms on which they have made a booking. Booking conditions apply as at the time when a booking is made.

For bookings made between 8 August 2018 and 4 November 2019 (inc)
For bookings made between 5 November 2019 and 1 February 2020 (inc)
For bookings made between 2 February 2020 and 27 February 2020 (inc)
For bookings made from 28 February 2020 to 18 May 2020 (inc)
For bookings made from 19 May 2020 to current date

ABTA Refund Credit Notes

ABTA's advice is focussed on package travel, including in relation to the requirements around Refund Credit Notes. The vast majority of our bookings are for accommodation only. Customers will have bought a package holiday with us only where their booking with us included a ferry or Eurotunnel ticket.

Where can I receive more information about coronavirus?

We would advise you to check the GOV.UK website for the most up to date information. https://www.gov.uk/guidance/wuhan-novel-coronavirus-information-for-the-public

Where can I find the latest travel guidance from the government?

We would advise that you check the GOV.UK website for the most up to date information: https://www.gov.uk/government/news/covid-19-essential-travel-guidance