Coronavirus Information for Guests

As the laws and guidance are being constantly changed by each government, this could affect customers' holidays. It is likely that changes may be announced on the news before we have been made aware of the full details. In these circumstances, our team will work quickly to ensure all options are available to you as soon as possible.

If we believe that your booking has been affected by a government announcement, we will endeavour to contact you via email within 48 hours of the announcement to set out your options.

We will use this page and our website to review and update our position to clearly set out your options and what you need to do. We kindly ask that you wait until we have had chance to email you before contacting us as this will allow our team to act quicker and resolve any questions you have as soon as possible.

If you have not been contacted by our team after 48 hours of an announcement and you believe you have been impacted, please contact our Customer Services team

Throughout the pandemic, and despite the constant changing of restrictions, different regional and national rules and the mix of law and guidance, we have done what we can to balance the interests of our guests and our holiday property owners. We have evolved policies we believe are fair, and which look after all parties involved in such unprecedented circumstances.

Our guiding principles when setting our policies are:

1. If the guest cannot go on their holiday due to a legal restriction from any of the UK’s governments then a guest will have the option to choose a transfer of their dates, a voucher for the full amount they have paid or a full refund for the amount they have paid.
2. If a guest chooses not to go on their holiday due to guidance from any of the UK’s governments then they can request a transfer of their dates if they wish, or we will do our best to facilitate a good outcome through one of our other policies. Unfortunately, in the case of government guidance, a full refund may not be possible.

Where possible, we are asking all guests to consider transferring their booking to a later date if they cannot, or do not wish to travel. This will ensure that guests still get the holiday they had intended and the owner of the property also gets the booking they had expected when the cancellation has occurred through no fault of their own, and often at short notice.

If your chosen holiday property is legally unavailable, we will contact you via email. You do not need to contact us until this has happened. Our teams will be unable to help you until we have contacted you.

Guests travelling from different countries may be subject to different laws and guidance within their own country, or at times, different laws or guidance when they enter the UK.

Guests should ensure they have checked the travel restrictions from their own government in their location before deciding to book. Once a booking has been made, it may not be possible to change it in the future should travel laws and regulations between countries change.

If you test positive before your holiday is due to begin then you should follow the relevant applicable guidance in your home location. 

If there is a legal requirement where you live or where you are travelling to self-isolate with a positive covid-19 test you should contact us immediately with evidence of the positive PCR or the email received from the government site after a positive lateral flow test result.* 

If there is a legal requirement to self-isolate which affects a guest’s booking, they will have the following options: 

1. Transfer your holiday to a later date free of charge
2. Accept a voucher for the full amount you have paid
3. Accept a refund for the full amount you have paid
4. Transfer the booking to someone else who you know free of charge

If there is no legal requirement to self-isolate which affects a guest’s booking and you do not wish to travel then you may request a transfer of the holiday to a later date. However, please note, this will only be possible if the property owner agrees to transfer the booking.

*(Please note: Evidence of a positive lateral flow is required and is limited to the confirmation email or text message that you will receive from the government upon registration of your positive test. Unfortunately, a photo of a positive test will not be able to be used).

The safety of our guests, owners, housekeepers and the local communities are of paramount importance to us. Because of this, some of our owners have adapted their arrival times to allow for a new cleaning regime to take place. If this is the case, you will receive this information prior to your stay.

All of our properties are already cleaned to a high standard and in light of the current situation we have been working closely with our property owners to ensure they have been provided with detailed cleaning guidance (using risk assessments and cleaning checklists developed by the Professional Association of Self Caterers), and encouraging owners to implement changeovers and key collections processes that minimise contact. 

You will be provided with your cottage owners contact details in advance of the stay so that you can ask any further specific questions.

We know that customers want to do their best to help the local communities that they are visiting whilst on holiday. That is why we have put together our Responsible Holidays Charter where you can find ideas from us on how to holiday responsibly and sustainably, with additional information in light of coronavirus. You should, of course, always look to follow government and local advice in the areas you are travelling to and from.

If you wish to cancel your booking, you can do so by logging in to your online customer account. Additional information regarding your specific circumstances will be available to you from within these pages.

Our team are working hard to process all payments as quickly as possible. Any refunds should be paid within 21 working days of the cancellation taking place. However, we are experiencing unprecedented levels of cancellations and therefore your refund may take longer to process.

If you have purchased insurance through holidaycottages.co.uk or another of The Travel Chapter brands, your insurance is provided by Towergate. Your insurance documents were provided to you at the time of booking.

For policies purchased on or after 1st January 2020 contact: [email protected]