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-wide national lockdown – Customers with bookings starting between 5 November and 2 December 2020 where the booking is at accommodation in England or where the customer lives in England will have the option of a voucher or receive a refund of the amount paid for the booking. We have been in touch with affected customers so there is no need to contact us unless the next bullet point applies to you. We have also already been in touch or will shortly be in touch with customers who had bookings starting on 2 November and ending after 5 November 2020 with their options.
If you are legally 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 in Wales that takes place between Monday 9 November 2020 and 30 November 2020 and you can’t make use of your booking due to government public health measures then please call us.
The Scottish government has introduced a tier system under which different rules apply to each Protection Level. To find out more about the rules applicable to each Protection Level please see the Scottish government guidance here. For certain updated information released on 17 November 2020 with respect to travel restrictions, see here.
Protection Level 2 or 1 - If you have a booking between 2 and 30 November 2020 at accommodation in a Protection Level 1 or 2 area and you live in an area with a Protection Level 1 or 2 and you are unable to make use of your booking due to the Scottish government regulations with respect to party mix, then you have the following options: you may reduce your party size, choose a voucher or receive a full refund of what you have paid. We have previously emailed customers we believed affected by this rule on party size.
If you live in a Protection Level 1 or 2 area and have an imminent booking in a Protection Level 3 or 4 area or in England or Wales, please see below.
Protection Level 3 -
If you have a booking between 20 November and 27 November in a Level 3 area (unless you live in a Level 3 area and have a booking within that same Level 3 area), we will contact you with the option of a voucher or a refund of the amount paid for the booking. If your booking is at a later date, please refer to the section Your Options below.
Protection Level 4 - If you have a booking between 20 November and 11 December 2020 in a Protection Level 4 area or you live within a Protection Level 4 area and have a booking elsewhere during that period, we will contact you with the option of a voucher or a refund of the amount paid for the booking.
Bookings in England and Wales - If you live in Scotland and have a booking between 20 November and 27 November in England or Wales, we will contact you with the option of a voucher or a refund of the amount paid for the booking. If your booking is at a later date, please refer to the section Your Options below.
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 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.