COVID-19 update: as at 13 January 2021
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 21 February 2021 (in England), 29 January 2021 (in
Wales) or 31 January 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.
England
National lockdown: On 4 January 2021, the government imposed a national lockdown in England during which everyone must stay at home. Find out more here. Holiday
accommodation is not permitted to open in England. Therefore, if you have a booking in England and you are due to travel on or before 21 February 2021, we will contact you with your options, which will include the choice of a refund or 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 22 February 2021, rest assured that we will be in touch with the options available to you closer to the time.
Wales
National measures: Since 20 December 2020 all of Wales has been at Alert Level 4. In Alert Level 4, holiday accommodation must close. Find out more here. If you live in Wales or have a booking in Wales on or before 29 January 2021, we have emailed you with 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 30 January 2021, rest assured that we will be in touch with the options available to you closer to the time.
Scotland
Additional Level 4 restrictions: On 4 January 2021, the Scottish government announced that the Scottish mainland will remain under stricter Level 4 restrictions akin to the lockdown of March 2020, until at least the end of January 2021. In Level 4, holiday accommodation must close. Find out more here. We are emailing all customers that live in Scotland or have a booking in Scotland before 1 February 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. If you have a booking on or after 1
February 2021, rest assured that we will be in touch with the options available
to you closer to the time.
Your options
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.
Where can I find the latest guidance from the government?
https://www.gov.uk/coronavirus
