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), 2 May 2021 (in Wales) or 1 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. 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 (expected to be 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. Please note however that people living in Scotland will not be able to travel to England until 26 April 2021 (see below). 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 (expected to be 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.
On 12 March 2021, the Welsh government announced its roadmap out of lockdown and what will be permitted in each step. Find out more here.
Up to and including 26 March 2021: In this time holiday accommodation in Wales must remain closed. Find out more here. If you live in Wales or have a booking in Wales on or before 26 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.
From 27 March up to and including 11 April 2021: The stay local restrictions have been lifted to allow people to travel within Wales and self-contained holiday accommodation has re-opened to allow one household to stay overnight. Find out more here. Please note however that people living in England will not be able to travel to Wales until Step 2 (likely to be 12 April 2021, see above) and people living in Scotland will not be permitted to travel until 26 April 2021 (see below) at the earliest. 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. Please refer to that email to make your choice.
From 12 April 2021 up to and including 2 May 2021: The Welsh government has stated that subject to public health advice, it is their intention to remove the restrictions on travelling into and out of Wales on 12 April 2021. Find out more here. In this stage, single household parties are permitted to travel to self-contained accommodation in Wales. Please note however that people living in Scotland will not be able to travel to Wales until 26 April 2021 (see below). We are contacting 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.
If you have a booking on or after 10 May 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 have contacted 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.
From 26 April 2021 up to and including 16 May 2021: It is expected that tourist accommodation will reopen on 26 April 2021 and that single household groups will be permitted to stay overnight in self-catering accommodation, in line with rules on social gatherings. Find out more here. We are contacting 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 1 June 2021: It is expected that single households or four guests from two 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 four. Find out more here. We are contacting 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 May. 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 1 June 2021, rest assured that we will be in touch with the options available to you closer to the time.
England: The government has released guidance on the venues that are permitted to open in each step of the roadmap. Find out more here.
Step 2 (expected to be 12 April – 16 May 2021): In Step 2, government guidance states that outdoor restaurants and takeaway options, as well as swimming pools are permitted to open, subject to social distancing rules. Indoor entertainment and areas of hospitality will not be permitted to open until Step 3.
Step 3 (expected to be 17 May – 20 June 2021): In Step 3, 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 outdoor attractions and outdoor hospitality, including at cafes, pubs and restaurants can reopen on Monday 26 April 2021. Gyms, leisure facilities and fitness facilities can reopen on 3 May 2021. Find out more here.
Scotland: The latest Scottish government guidance states that gyms and swimming pools can reopen for individual exercise on 26 April 2021. On the same day, outdoor hospitality (which can serve alcohol and stay open until 10pm) and indoor hospitality (without alcohol and closing at 8pm) can reopen. Find out more 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?