COVID-19 update: as at 22nd June 2020

Sallie CharltonNews

For customers whose holidays have been impacted by lockdown.

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 cannot go ahead as planned due to the 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 are in the process of contacting 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 12th July 2020.
  • Scotland. Customers with an arrival up to and including 14th 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 after 3rd July we will be in contact soon so you can request a voucher. If you have an arrival date on or before the 3rd July, 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.

Take advantage of our Price Match Promise on selected dates with your voucher.

Price Match Promise provides great value when choosing to move your holiday to the same accommodation and same duration for a new date in 2020 or 2021, and the offer is available until 3rd July 2020 for customers who have a holiday start date on or before 3rd July 2020. Learn how to benefit from Price Match Promise here.

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 existing customers with travel dates after 3 July and on or before 31 August 2020 who have yet to pay their full balance.

To give customers extra flexibility, we have changed their balance due date 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 can be found in the booking conditions, as well as any applicable non-refundable charges (such as booking fees, admin charges or insurance premiums) to the extent already paid.

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 England, Wales, Scotland, Northern Ireland and Republic of Ireland.

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 Monday 13th July 2020.
  • Scotland. We are taking new bookings for arrivals from Wednesday 15th 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