Covid Frequently Asked Questions

Published:

Last Updated 4 July 2020

We are aware that the current situation is very difficult for both our cottage owners and visitors and that everybody is finding the lack of certainty incredibly difficult to deal with.  It’s very hard trying to plan your Summer when nobody knows for sure whether you will be able to come.

We are also getting lots of people asking us about refunds.  We know that the uncertainty is really hard to deal with but things are changing very quickly at the moment and the important thing to be aware of is that the position in respect of refunds will depend on the rules and restrictions that are in place at the time of your booking. The rules that are currently in place now could be very different in a few weeks' time.  

We've outlined below some of the questions you might have or scenarios you might be facing and what your options are at the moment if you are faced with one of these scenarios. If the scenarios below don't appear cover your situation then please do get in touch and we'll be able to answer your questions.
 

1. What happens if overnight stays aren't allowed in Cumbria for the dates I am due to stay?

In this scenario, you will be able to transfer your booking or have a refund.  The only things to be aware of are that the £15 booking fee is non-refundable, and that if you choose to transfer your booking then you won't be able to have a refund at a future point (unless the Covid restrictions are extended to cover the dates of your new booking) - our normal terms and conditions will apply to the new booking on the new dates.

 

2.  I want to come if overnight stays in Cumbria are allowed - when is my balance due?

That's great! We will ask you to pay your remaining balance 4-6 weeks before your stay and we're confident that you will have a superb holiday.    

If you asked us to take the balance automatically from your card when you made the booking, this will be taken six weeks before your arrival date.  We will email you to remind you that it is due to come out beforehand. 

The reason why we need you to commit to paying your balance in advance or else cancel your booking is because if you decide not to come at the very last minute, then there isn't much time to get a new booking, which would mean that you'll probably lose out on your deposit and the owner will also lose out on the booking at the usual rate. 

If the restrictions are subsequently extended so that overnight stays in Cumbria aren't allowed at the dates of your stay, then you will receive a refund of monies paid (minus the non-refundable £15 booking fee). 
 


3.  I'm hoping to come but I'd prefer to wait and see nearer the time before committing to paying the balance on my booking

I'm afraid that we can't hold your booking without a balance payment 4-6 weeks before your stay.  The reason for this is that if you don't pay your balance now and then at the last minute, due to an unforeseen eventuality, you aren't able to come, then there isn't much time to get a new booking, which would mean that you'll probably lose out on your deposit and the owner will also lose out on the booking.  

We are getting lots of enquiries and bookings for July and August, so if you cancel your booking we'll do our best to get the cottage re-let, in which case if we are able to get a new booking at the full value of your stay, then you will get a refund for monies paid (minus the non-refundable booking fee and our £45 cancellation fee).  

If the cottage isn't re-let and nearer the time you decide that you would like to go ahead with your booking, then you will be able to reinstate your booking and pay the remaining balance.

If the restrictions are subsequently extended so that overnight stays in Cumbria aren't allowed at the dates of your stay, then you will receive a refund of monies paid (minus the non-refundable £15 booking fee) – even if you have cancelled your booking. 

If overnight stays are allowed, then our normal cancellation policy will apply. We will, however, continue to monitor the government advice in respect of this.
 


4.  I no longer wish to come and stay at the cottage, regardless of what restrictions are in place at the time of my booking

We are getting lots of enquiries and bookings for July and August, so if you definitely don't want to come, regardless of what restrictions are in place at the time of your booking, then it probably makes sense to cancel your booking now and our normal cancellation policy will apply.  

If you cancel your booking we'll do our best to get the cottage re-let, in which case if we are able to get a new booking at the full value of your stay, then you will get a refund for monies paid (minus the non-refundable booking fee and our £45 cancellation fee).  

If the cottage isn't re-let then you won't be due a refund but if nearer the time you decide that you would like to go ahead with your booking, then you will still be able to reinstate your booking and pay the remaining balance.

If the restrictions are subsequently extended so that overnight stays in Cumbria aren't allowed at the dates of your stay, then you will receive a refund of monies paid (minus the non-refundable £15 booking fee). 

If overnight stays are allowed, then our normal cancellation policy will apply. We will, however, continue to monitor the government advice in respect of this.
 


5.  I would prefer to transfer my booking to next year 

If you would like to transfer your booking please let us know your preferred dates that you would like to transfer to and we contact the cottage owner to see if this is possible.  Please note that if you transfer your booking, then you won't be able to ask for a refund at a later date (unless the Covid Restrictions are extended to cover the dates of your transferred booking) - our normal terms and conditions will apply to the new booking on the new dates.



6.  I want a refund now

We can't offer refunds now for future bookings outside of the lockdown period as we don't know what the restrictions will be at the time of your booking.  If you cancel your booking, and restrictions are extended to when your booking was due, please contact us around a week before the dates your holiday would have taken place and we will look into that on a case by case basis.  Please make sure you include the below mentioned Documentation when you submit your refund request.  Please note that the booking contract is with the person who made the booking ('The Hirer'), and the documentation provided would need to relate to the 'Hirer'.

 

7.  Will I get a refund if, at the time of my booking, I am shielding?

We're expecting that our normal cancellation policy will apply in this situation but we will continue to follow Government Guidance in respect of refunds and cancellations if Cumbria is open for overnight stays but you aren't able to come due to your own personal circumstances.

If you believe you are due a refund due to the restrictions that are in place at the time of your cancelled booking, then please contact us around a week before you would have been due to stay and we will look into that on a case by case basis.  If you have been advised by the Government that you are not allowed to travel as you are shielding then when you submit your refund request you will need to provide a copy of your shielding letter showing your name and the dates of when your shielding period starts and ends. 

 

8.  Will I get a refund if, at the time of my booking, I not allowed to travel to the cottage due to regional differences about official travel restrictions?

We're expecting that our normal cancellation policy will apply in this situation but we will continue to follow Government Guidance in respect of refunds and cancellations if Cumbria is open for overnight stays but you aren't able to come due to your own personal circumstances.

If you believe you are due a refund due to the restrictions that are in place at the time of your cancelled booking, then please contact us around a week before you would have been due to stay and we will look into that on a case by case basis.  If you have been advised by the Government that you are not allowed to travel due to regional differences about official travel restrictions, then when you submit your refund request you will need to provide a copy of Official Government information detailing the travel restrictions that are preventing you from coming to stay and a copy of a recent utility bill showing your name and address. 



9.  Will I get a refund if I cancel my booking because of the guidance around how many households are allowed to mix?

We're expecting that our normal cancellation policy will apply in this situation but we will continue to follow Government Guidance in respect of refunds and cancellations if Cumbria is open for overnight stays but you aren't able to come due to your own personal circumstances.

If you believe you are due a refund due to the restrictions that are in place at the time of your cancelled booking, then please contact us around a week before you would have been due to stay and we will look into that on a case by case basis. There will be a document for you to download and fill in and we will also need proof of the addresses of all of the members of the party.

 

10.  When I come and stay at the cottage, how will I know that the cottage is safe?

We are putting in place new procedures to make sure that each of our cottages has additional deep cleaning, particularly on frequent touch areas.  We'll be updating the arrival and departure times to ensure that there is enough time for additional cleaning, and also to ensure that there is no contact between the cleaner and yourselves.  We will send you more information about what we are doing to keep the cottage safe prior to your stay. 



11.  How do I get in contact with you? 

We are all working from home at the moment so we cannot answer phone calls. The best way to get in touch with us is via email sally@sallyscottages.co.uk.  We’re working our way through every email we receive but we’re getting a lot at the moment so don't worry if it takes longer than usual to get back to you. 

If you're staying at a cottage and you need us to get back to you urgently, please put 'urgent' in the subject header of your email, as well as the name of the cottage that you're staying at.  



12.  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. However, we're now at the top of BT's list and we're hoping to have phones installed by next weekend.