Your Stay

Cancellation Policy

CANCELLATION POLICY

 

All Cancellations must be notified to Coquet Cottages by the person who placed the booking and is listed as the lead booker and it must be in writing via email. We will acknowledge the cancellation request by email, if you do not receive an acknowledgement email from us we have not received your cancellation request.

Depending upon when you placed your booking, please click on the relevant drop down menu below:

If you placed and had your booking confirmed on or before 9th June 2020:

Where a booking is cancelled by a Customer, which includes non-payment by the due date of the balance by the Customer deemed to be cancellation by the customer, the Customer is liable to pay the balance of the full holiday cost. The Agent will re-advertise the property by making the dates available again. If the Agent successfully re-lets the property for the cancelled dates, the Customer will receive a refund of the rental amount paid which may be less than the Customer paid if the rate is reduced or if only some of the days are re-let, less £75 Cancellation Administration charge.  The Booking Fee and any other Administration Fees previously incurred on the booking are not refundable.

We advise Customers at the point of booking to take out independent holiday insurance, as they are liable for the holiday cost if the booking period cannot be re-let unless covered by the paragraph below regarding the closure of the property due to a Government order or law preventing occupation of the property.

If a booking is cancelled by the Agent, Owner or by Government Order Direction or Advice of Change in Law affecting travel to the property or the closure of the property see separate information below.

Where the Customer has taken advantage of a 10% Deposit Offer that may be offered, if they fail to pay the remaining 20% of the standard 30% deposit within 30 days of the booking date, this will deem to be a cancellation of the holiday and the 10% deposit is not refundable.

If you placed and had your booking confirmed between 10 June 2020 and 8 January 2021:

Bookings cancelled by the Customer up to and including 2 days before the first date of the holiday; a refund of the accommodation rental costs plus dog charges where applicable will be refunded less the Booking Fee and any other Administration Fees which may already have been incurred before the cancellation.

If a booking is cancelled due to Government Order, Direction or Advice of Change in Law (excluding weather-related) see section below.

Written notification of your request to cancel must be received by us prior to our close of business at least 2 days before your scheduled holiday start date to be eligible for a refund. If the email arrives after our published close of business time 2 days prior to the start date of your holiday, no refund will be possible after this deadline.

Please allow up to 7 working days from the last day of the cancelled holiday for the refund to be issued by the Agent. Card payments may take longer to credit your account which is outside of the Agents’ control. The Agent is only able to process refunds to the original payment method made by the Customer. The Agent will attempt to relet the original dates of the cancelled booking. Cancellations submitted by the Customer 61+ days before the arrival date of the Cancelled booking are not subject to Master Cancel Coverage terms and conditions.

Please take note that our Master Cancel flexible cancellation cover is not ‘holiday or travel insurance’ and does not cover anything more than the cancellation of your holiday up to and including 2 days before your holiday start date and is limited to the return of the rental rate paid less Booking Fee and any other Administration Fees. You are advised to always take out independent travel insurance for UK holidays if you wish to cover any other element of your holiday.

If the Customer chooses not to take out any other travel insurance and is not eligible for a refund from the Agent at the time of cancelling the holiday, then the Customer accepts responsibility for any losses that they may incur as a result of cancelling the holiday.

Bookings cancelled less than 2 days before the check-in date of the holiday;

Where a Customer cancels the holiday for any reason other than due to Government Order, Direction or Advice of Change in Law 1 day prior to or on the day of check-in they will not be eligible for refund and are not protected by the Master Cancel cancellation protection cover. Example: for a check-in on Friday the Customer may cancel the prior Wednesday, but not Thursday (1 day prior) or Friday (day of check-in). Written notification of the request to cancel must be received by the Agent prior to 5pm at least 2 days before your scheduled holiday start date to be eligible for a refund. If the email arrives after 5pm 2 days prior to the start date of your holiday, no refund will be possible after this deadline.

The Agent will make the cancelled dates available to be booked for them to be re-let, but if the dates do not rebook then regrettably no refund will be available for any part of the booking. If the dates are re-let you will receive a refund equal to the re-let rental rate, which may be less if the rates are reduced in line with market forces or if the re-let period is shorter than the original booking period, less the Booking Fee and an Administration Fee of £75 and any other Administration Fees already applied to the account from a previous modification to the booking.  These charges will be deducted from the refund sum due. Please allow up to 7 working days for a refund to be issued by the Agent. Card payments may take longer to credit your account which is outside of the Agents’ control.

If you placed and had your booking confirmed any time from 9th January 2021 onwards:

Where a Customer cancels the holiday for any reason other than due to Government Order, Direction or Advice of Change in Law there will be a cancellation charge based on the lead time before the arrival date of the booking and the date the Customer notifies us to cancel the booking. The following table contains a breakdown of the cancellation charges. If the Customer has paid in full, a partial refund of the holiday cost will be provided depending upon when you notify the Agent of the request to cancel. If the Customer has only paid a deposit or partial deposit, they may be required to make further payments to cover the Cancellation Fee.

Any additional charges such as the Booking Fee, Administration Fee or Insurance Premiums are in addition to the accommodation cost for the booking and are non-refundable in any circumstances, as these cover administrative costs that have already been carried out or they have been paid to a third-party organisation and are non-refundable. The cancellation charges below have been calculated as an estimate of the losses we as the Agency and the Owner would incur, as the charges increase closer to the time of the holiday as the time to re-sell the holiday decreases.

If the holiday dates rebook for the full or partial duration, the Agent will be able to offer you a refund based on the rental rate of the replacement booking, excluding any booking fees, admin fees or insurance premiums which are non-refundable. There will be an administration charge of £75 to cover the cost of the refund transaction and cancellation procedure, which will be deducted from the total sum to refund. Dog charges are refundable. Hamper orders are also refundable if the cancellation is 7 days or more before the original holiday start date. Bed conversion charges are refundable if the cancellation is made 7 days or more before the original holiday start date.

If the holiday is unable to proceed due to a Government Order Direction or Advice of Change in Law Affecting Travel to the Property or the Closure of the Property:

For example in the case of Covid Lockdowns or Tier 3 or 4 travel restrictions and closure orders, which is not the decision of the Customer or the Agent, the booking will be cancelled and a refund of the holiday cost less the Booking Fee and any previously-incurred Administration Fee/s will be made to the Customer by the same payment method the holiday was paid by.  Alternatively the holiday may be deferred to a later date where any increase in rental rate will be payable a minimum of 2 months before the new holiday start date. The Agent is unable to provide refunds if the new dates/period is priced at a lower rate. No administration charge will be made for re-arranging the holiday to a later date.

You are strongly advised to take out independent travel insurance for your holiday, as the Agent is unable to offer any refund or deferral option if you or a member of your family or others in the party has to self-isolate due to or contracts Covid-19. The standard cancellation policy will apply to the booking.

 

Cancellation due to non-payment of balance:  if a due balance remains unpaid beyond the due date, this will be deemed a cancellation by the Customer. 

Any monies already paid such as a deposit, partial payment and any booking and administration fees will not be refunded to the Customer.

However, if the booking is covered by Master Cancel, a claim will be submitted to Master Cancel. If the claim is successful, the Customer will receive a refund of the monies paid less any associated Booking and Administration Fees and a Cancellation Administration fee of £75. Please allow up to 7 working days for the refund to be issued by the Agent. Card payments may take longer to credit your account which is outside of the Agents’ control.

Where the Customer has taken advantage of a 10% Deposit Offer that may be offered, if the Customer fails to pay the remaining 20% of the standard 30% deposit within 30 days of the booking date, this will deem to be a cancellation of the holiday and the 10% deposit plus booking fee will not be refundable.

 

A booking may be cancelled by the Agent if the property is withdrawn from letting;

If for any reason it proves necessary for the Agent or the Owner to make a change in the Customer’s holiday booking by reason of the decision to withdraw the property by the Owner or by reason of overbooking or for some other reason specifically directed by the owner, the Agent will use reasonable endeavour to transfer the booking to alternative accommodation and only on failing this will refund to the Customer all monies paid less any insurance premiums. If cancellation is necessary due to factors outside of the Owners’ or Agents’ control for example but not limited to Government statute recommendation or guidance then the refund due will be less the booking fee and any administration fees which will be retained by the agent to cover administration, marketing and associated costs already undertaken in direct relation to the booking.  Nevertheless neither the Agent nor the Owner shall be under any further obligation or liability in this respect.

Any Booking and Administration Fees charged to the Customer are to cover irrecoverable administrative costs associated with the cancellation procedure.

 

A booking may be cancelled by the Agent in the case of non-payment by the due date: 

If a confirmed booking is cancelled by the Agent due to non-payment, any monies already paid such as a deposit, partial payment and any booking and administration fees will not be refunded to the Customer.

However, if the booking is covered by Master Cancel, a claim will be submitted to Master Cancel. If the claim is successful, the Customer will receive a refund of the monies paid less any associated booking and administration fees and a cancellation administration fee of £75. Please allow up to 7 working days for the refund to be issued by the Agent. Card payments may take longer to credit your account which is outside of the Agents’ control.

 

Special Conditions Regarding Heavy Snowfall or Extreme Weather Conditions

You are strongly advised to take out independent holiday cancellation insurance to cover you for having to cancel your holiday due to heavy snowfall or any other conditions which may affect your journey to the property booked. If there is heavy snowfall or any other condition or reason affecting your travel on the day of your arrival and you have to cancel your holiday, We will be unable to refund your holiday cost unless the dates are re-booked by another Customer. Be aware that the closer the date that you cancel the holiday is to the start date of the holiday, the more unlikely it will be that we will be able to re-let the dates at such a late stage. If it is less than 2 days before your holiday, you could consider waiting to see if conditions improve and delay your journey until the next day or so rather than cancel your whole holiday.

Holidays booked between 10 June and 8 January 2021, for arrivals on or after 1 August through to the end of 2021 are covered by Master Cancel flexible cancellation protection cover, see details in the Cancellation section above.

 

Change of Dates or Property Booked

Once a booking has been accepted by the Agent on behalf of the Owner it can only be changed to another property by treating the original booking as a cancellation. The dates of the holiday may only be changed providing the property is available for the new dates and the Owner agrees to the change, which may not be possible. An administration charge of £75 will be payable for any changes to the original booking dates or property. The final decision will reside with the Owner of the property.

Please see our full Booking Conditions for all conditions including our Cancellation Policy detailed above.

For a printable version of our full Booking Conditions which include this Cancellation Policy click HERE.