Coronavirus (Covid-19) Update

Coronavirus Update 31 March 2020

Thank you for your understanding, patience and messages of support during these unprecedented times. This message supersedes our previous guidance.

Following our Prime Minister’s government announcement on Monday 23 March 2020, no-one will be allowed to travel to any holiday homes for at least 3 weeks from this date and we must all stay at home. This is for the good of all of us and must be observed.

Please understand that we will be accepting no new bookings from now until July 2020 or until we know it is safe for people to travel. We will keep this under review.

As such we are closing our office, working remotely and are now contacting all guests booked up until the end of May to discuss their options regarding changing the dates of their holiday or providing a letter to pass onto travel insurance companies. If this includes you, please do not contact us but wait for us to get in touch. The Q&A section below may help with your questions. We are incredibly busy and are currently dealing with guests who were due to holiday with us in the next three weeks.


Coronavirus and your Coastal Retreats holiday
Your Questions answered as at 31 March 2020
If you have a holiday booked between now and 31st May 2020:
Can I take my holiday?

As per government advice issued on 23 March 2020, no travel to holiday homes is allowed until further notice. We anticipate that this may continue for some weeks, so you will not be able to travel.

Can I move the dates of my holiday?

We have relaxed our terms and conditions, in association with the property owners, to allow your holiday dates to be moved to another date at the same cottage within 12 calendar months of your original date (normally requests for a change in date have to be made two months before your holiday date). We will waive the usual amendment fee for this. We can only accommodate one date change. Your new date will be confirmed in your account page. For holidays in a higher priced bracket or for a longer period, then the difference will be added to the cost of your holiday. There won’t be any refunds for holidays in a lower priced bracket or for a shorter period of time. If the Government restricts travel to holiday cottages over the time of your new dates, we are sorry, but we will be unable to make any further changes or offer any refunds.

What if I am unable to choose a new date now?

We can issue you with an email credit note to the value of your holiday against another date at the same cottage, to be used within 12 calendar months of the original date.

Can I cancel my holiday?

Yes, you may cancel your holiday, as per our usual terms and conditions, and we can write you a letter to assist a claim on your travel insurance. We are unable to offer any refunds.

Can I get a refund?

Sorry, we are unable to offer refunds as per our terms and conditions, so we would respectfully ask that you do not place our staff in the difficult position of having to refuse such a request. This is completely in line with the policy of most other travel companies during this crisis. We are a very small family business with no protection in place for such a situation.  We are not a huge corporate business. Even the larger companies, too, are taking this approach so please consider this before you email with requests for refunds.

What we are doing is considerably relaxing our terms and conditions in terms of late balance payments and deferment of holidays within relevant periods, so that you, our guests, may still have a holiday to look forward to at some point in the future, so that our owners may still get some small income so cleaners, linen providers, gardeners etc. can still be paid and so that we, as a small family company can continue in some skeleton capacity in order to manage the current situation and still be able to offer our beautiful cottages again in the future.

Can I call you to discuss my holiday?

As you can imagine, we are very busy at the moment and our phone line is manned only as and when we can. We encourage only email enquiries at this time as we are all working remotely and we will call you should a further conversation be necessary.

We thank you for your understanding. Normally we love to chat with our guests on the phone but at the moment this is just beyond our capability.


If you have a holiday booked from 31st May 2020 onwards:

We do not know what the situation will be as time goes on but will be updating and refreshing our guidance week by week. You may still be able to take your holiday, but that looks increasingly unlikely, so if Government restrictions continue by the time your holiday comes around, we will offer you the same flexibility for you to defer your holiday as we are doing for guests with holidays due to start in the next couple of months (see above). Our priority for the moment is to handle the April and May bookings. We ask you for your understanding. We simply don’t have the capacity to handle bookings later in the year at the moment.

What should I do about my balance payment?

For the time being, we have relaxed our terms and conditions, in association with the property owners, to allow you to pay your holiday balance only two weeks prior to your holiday. This will allow us all to assess the situation nearer the time of your holiday and if necessary issue new guidance. This means that only your deposit will be affected and we won’t be invoicing you for the final balance.

Can I move the dates of my holiday?

In line with our usual terms and conditions you may move your holiday dates to a later date at the same cottage and our usual £25 amendment fee will apply. This can be done any time longer than two months prior to your holiday start date.  Please email us with your request if that is the case.

Can I cancel my holiday?

Yes, you may cancel your holiday, as per our usual terms and conditions.  We can write you a letter to assist a claim on your travel insurance.

Can I get a refund?

Sorry, we are unable to offer refunds as per our terms and conditions, so we would respectfully ask that you do not place our staff in the difficult position of having to refuse such a request. This is completely in line with the policy of most other travel companies during this crisis. We are a very small family business with no protection in place for this situation.  We are not a huge corporate business. Even the larger companies, too, are taking this approach so please consider this before your email with requests for refunds.

What we are doing is considerably relaxing our terms and conditions in terms of late balance payments and deferment of holidays within relevant periods, so that you, our guests, may still have a holiday to look forward to at some point in the future, so that our owners may still get some small income so cleaners, linen providers, gardeners etc. can still be paid and so that we, as a small family company can continue in some skeleton capacity in order to manage the current situation and still be able to offer our beautiful cottages again in the future.


New bookings

We all hope and trust that this situation will be over sooner rather than later. In order to minimise further complications, we are taking no new bookings for dates up until July 2020 and will keep this under regular review.

Our booking calendar is now open for 2021 bookings and for dates later in 2020 but we stress, as we always have done, that we ask and EXPECT all guests to have valid travel insurance for their holidays. In the event of another government lockdown, we will be unable to offer refunds/date changes or credit notes for bookings made after 31 March 2020, so please make sure you take this into consideration should you wish to make a future booking.

Thank you for your patience during these shared challenges and we wish you well and hope you are keeping safe,

Yours

The tired and stressed, but ever hopeful, Retreats team