Last Updated 6 April 2020
We’re devastated about the current crisis going on across the world and the huge impact that this is having on everyone.
The Prime Minister has ordered everybody to stay at home and only essential travel is allowed. If you have booked a cottage with us, and you need to cancel your booking, below are some answers to questions we’re being asked:
1. If I cancel my booking due to issues relating to Coronavirus, can I get my money back?
If you need to cancel your booking due to issues relating to Coronavirus, you need to contact your travel insurance to find out what your policy covers you for. We’ve found that most of our visitors have been able to get the money back from their insurers.
2. Can I transfer my booking to different dates?
If you don't have insurance, send us an email and we'll do our best to get you a transfer. We have waived our normal amendment fees for transfers because of Covid-19.
3. What should I do if my holiday is in May or June?
At the moment we're contacting everyone who is due to stay in April to make sure that we've sorted people with more immediate bookings first.
Officially the lockdown is due to be reviewed on 13 April. Once we know what the Government plan to do with regards to extending or lifting the lockdown, we'll then start contacting everyone who has booked in May first, and then June to try and look after everyone.
4. I've paid a deposit for a holiday cottage. Will you still take the balance automatically six weeks beforehand?
We have temporarily switched off the automatic payments of remaining balances until we know how long the lockdown is going to last.
5. It looks like it's still possible to book a cottage to stay before 4 June?
Anyone who books a cottage to come and stay before 4 June will be immediately cancelled out and any payments voided.
6. How do I get in contact with you?
All our staff are home working at the moment so we cannot answer phone calls. The best way to get in touch with us is via email. We’re working our way through every email we receive. We’re getting a lot at the moment but we will respond to everyone as quickly as we can. If you would like to cancel a booking, it’s best to send us an email to firstname.lastname@example.org – we’ll cancel your booking for you and you will receive an email confirming when this has been done. This email confirmation, along with your initial booking confirmation, should contain all the information your insurance company will need.
7. Why can't I phone you?
The reason we can’t answer phone calls is because we would have to transfer the phone through to one person’s mobile and it would not be practical for one person to answer everything. We’ve asked BT if they can help us with this but they, quite rightly, are focussing on helping businesses who have front line staff first.
I know that doesn’t give everyone the answers that they want, and I am gutted about this. We’ll continue to monitor what’s happening and do the very best that we can in this unprecedented situation.
We’re an independent local business of just 22 people. Lots of different people rely on us and trust us to look after them – whether it’s visitors, cottage owners, suppliers, cleaners or the staff at Sally’s Cottages - and we're doing our absolute best to do everything we can to make sure everything gets done.
We’ve always prided ourselves on our honesty and integrity and during these exceptionally difficult times we’re trying to make the right decisions for everybody involved with Sally’s Cottages so that when Covid-19 has cleared up, things can get back to normal.