COVID-19 Update

We understand that Coronavirus (COVID-19) is continuing to cause a great deal of uncertainty and anxiety for everybody. The situation is still changing daily and we are doing our very best to keep up to date with the latest government and NHS guidelines. We have put together an FAQ below and will be updating it as advice changes:

 
What are the latest guidelines for domestic holidays?

As of 1st October these are the current guidelines:

 
  • Bookings in England are able to go ahead, with no more than six people able to share a single property unless there are more than six people in a single household or support bubble.
  • Regional restrictions in England – if you live in or are travelling to an area affected by regional restrictions in England, you are permitted to make use of your booking, provided you travel with your household or support bubble.
  • Bookings in Scotland are able to go ahead, however only with your household or extended support bubbles. Additionally nobody in Scotland is permitted to visit other households. Please check specific guidelines for Scotland before booking and travelling.
  • Regional restrictions in Scotland – in addition to restrictions on socialising, certain areas in Scotland are subject to further regional restrictions. Travel to and from areas affected by regional restrictions is permitted provided that you remain within your household or extended support bubble.
  • Bookings in Wales are able to go ahead. Four households can form one ‘extended household’ – maximum of six aged 11+ together at one time. Please check the latest Welsh specific guidelines before booking or travelling.
  • Regional lockdowns in Wales- no one is permitted to enter or leave an area affected by a regional lockdown in Wales without a reasonable excuse (such as for work or education).
  • Bookings in Northern Ireland are able to go ahead, up to 15 people. Please check specific guidelines for Northern Ireland before booking and travelling.
 
I have sent an enquiry to a property’s owner/agent but had no reply / I have tried calling a property’s owner/agent but can’t get through. Is this normal?

Unfortunately, owners/agents are still experiencing an extremely high number of enquires for new bookings. For email enquiries, most of our agency partners are operating a priority system with enquiries for stays in the coming weeks being dealt with first. For phone enquiries, be prepared to be on hold for a little while, particularly if you are contacting one of our larger partners, such as Cottages.com or Sykes Holiday Cottages. They are doing a great job dealing with the demand but their customer service teams are only so big and are dealing with the same work place challenges as everyone else at the moment.

 
If I make a new booking and it can’t go ahead, will I get a refund?

The properties on our site are listed by lots of different independent property owners and holiday letting agencies. Each will have their own booking and cancellation policies. To make it easy to see what these are in relation to cancellations and refunds, every property listing page now features a “COVID-19 Information” section where we have invited our owners/agents to outline their policy or provide a link to their own information page. For further clarification, you can contact a property’s owner/agent by clicking on the “Send Enquiry” button or calling the number (if shown).

 
Are properties getting extra cleaning?

All accommodation providers are required to follow best practice guildeines for cleaning proeprties between guests to reduce the risk of Coronavirus transmission:

 
  • Use personal protective equipment for cleaning and maintenance.
  • Use effective disinfectants.
  • Consider various methods of cleaning.
  • Implement contactless key collection.
  • Limit contact with guests where possible.
  • Create a cleaning checklist for cleaners to follow.
  • Provide a cleaning standards document to give transparency to an incoming guest.
  • Provide property information packs via email or through an online facility where possible.
  • Consider check in/check out times to accommodate additional cleaning and allow for extra time if required.
  • Ensure staff and contractors adhere to social distancing measures.
 

We recommend keeping up to date with the following government and health service advice.

 
UK:

Government, NHS

 
Ireland:

Government, HSE