Customer update: We are supporting tens of thousands of customers who have had their holidays impacted by the COVID-19 public health measures. These enquiries will take some time to respond to. 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.
COVID-19 update: as at 8th July 2020
For customers whose holidays have been impacted by lockdown (including at local or regional level)
The safety of our guests, owners and employees is of upmost importance to us. In light of this, and in line with latest government guidelines, we are contacting all customers whose holidays are not allowed to go ahead as planned due to any government imposed lockdown. Each of those customers will have the option to transfer their holiday online with a voucher or they can request a cash refund.
We have contacted all customers with arrival dates as per below:
England. Customers with an arrival up to and including 3rd July 2020.
Wales. Customers with an arrival up to and including 10th July 2020.
Scotland. Customers with an arrival up to and including 2nd July 2020.
Northern Ireland. Customers with an arrival up to and including 25th June 2020.
Transfer your holiday with an e-voucher.
If you have an arrival date impacted by lockdown, you should have received an email from us with a link which allows you to request or re-request an e-voucher here. Learn
more about e-vouchers here. Please note that we will never ask you for voucher details on social media or over email.
Choose a cash refund.
Alternatively, you may choose to obtain a cash refund of the amount paid previously for the affected holiday. Depending on your travel date, you will have either already received an email from us or you will receive an email with details on when and how you can request your refund. We would be grateful if you could refrain from contacting us until you have received those details. We are dealing with a high volume of requests and you being patient and waiting for your email instructions will allow us to deal with customers in a logical order and will make the process smoother and more efficient for all affected customers.
For existing customers with travel dates from 4th July 2020 for accommodation in England.
At present, there is no indication that holidays in England from 4th July 2020 cannot go ahead. If you decide to wait and your travel dates were to be affected by public health measures such that your accommodation cannot be provided, you would at that point have a number of options available to you, including an e-voucher or a cash refund of the amount previously paid. Please be aware that we will follow government lockdown dates for Wales, Scotland, Northern Ireland and Republic of Ireland.
For all customers with travel dates after 3rd July and on or before 31st December 2020 who have yet to pay their full balance.
To give customers extra flexibility, we have changed the balance due date for bookings* that take place this year, to just three weeks before their holiday is due to start.
If you decide to cancel your holiday before your new balance due date, we will waive your liability for the remainder of the balance. This means that no further amount will be collected from you in such event. Should you cancel on or after your new balance due date, you will need to pay the cancellation charges as set out in the cancellation charges table (according to the number of days before the start date of your holiday) which you can find in your booking conditions, as well as any applicable non-refundable charges (such as booking fees, admin charges or insurance premiums) that you owe.
If you decide to wait and your travel dates were to be affected by UK public health measures such that your accommodation cannot be provided, you would at that point have a number of options available to you, including an e-voucher or a cash refund of the amount previously paid. Please be aware that we will follow government lockdown dates for England, Wales, Scotland, Northern Ireland and Republic of Ireland.
*If you have booked a property that is stated to sleep 10 people or more and your booking begins between 1st September - 31st December 2020, your balance due date will remain at 12 weeks prior to the holiday start date as set out in the booking conditions.
When are we taking new bookings from?
In line with government updates we are only taking new bookings for the following dates in the following countries:
England. We are taking new bookings for arrivals from Saturday 4th July 2020.
Wales. We are taking new bookings for arrivals from Saturday 11th July 2020.
Scotland. We are taking new bookings for arrivals from Friday 3rd July 2020.
In order to give you peace of mind when booking your UK break this summer, have a look at our Book with Confidence message here.
Where can I find the latest guidance from the government?
https://www.gov.uk/coronavirus
