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), 13 March 2021 (in Wales) or 25 April 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. Find out more here.
National Lockdown and Step 1 (up to and including 11 April 2021): During national lockdown and in Step 1, holiday accommodation is not permitted to open in England. We have emailed all customers with a booking in England that are due to travel on or before 11 April 2021 with their options, which include the choice of a refund or a voucher of the amount paid for the booking. Please refer to that email to make your choice.
Step 2 (12 April – 16 May 2021): In Step 2, self-contained accommodation will be permitted to open and single household parties will be permitted to travel. 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 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.
Step 3 (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). 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 believe you are permitted to make use of your booking because you satisfy one of the legislated exceptions for which overnight stays at guest accommodation are still permitted, please get in touch with us as soon as possible.
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.
National measures: Wales remains in Alert Level 4, under which holiday accommodation must close. Find out more here. If you live in Wales or have a booking in Wales on or before 12 March 2021, we have emailed you your options, which include the choice of a refund or a voucher of the amount paid for your booking. Please refer to that email to make your choice. If you have a booking on or after 13 March 2021, rest assured that we will be in touch with the options available to you closer to the time.
Level 4 restrictions: The Scottish mainland remains under Level 4 restrictions, under which holiday accommodation must close. Find out more here. We are contacting all customers that live in Scotland or have a booking in Scotland on or before 25 April 2021 with options, which include the choice of a refund or a voucher of the amount paid for the booking. Please refer to that email to make your choice. If you have a booking on or after 26 April 2021, rest assured that we will be in touch with the options available to you closer to the time.
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?