Your Stay

Coronavirus – Information and Advice Regarding your Holiday Booking

For all our valued guests, past, present and future, thank you for your continued support during this unprecedented situation we find ourselves in. The Coronavirus pandemic is causing massive disruption worldwide but just like businesses everywhere we are adapting to find our way through it with the minimum of disturbance and upset to our guests, whilst keeping everyone, including all our staff and owners safe.

We need to keep the wheels moving, and I’m sure when this crisis is over, we will all need a holiday!

In the light of the advice provided by our government, we have created a Special Holiday Amendment Policy which is applicable to the majority of our holiday properties (see ‘exclusions’ in the policy, below). This allows our customers with holidays ending anytime up to 3rd July 2020 the option to either defer their holiday to a later date or take a credit voucher to use in the future at that same property.

I’m sure you already know that all of our luxury holiday properties are privately owned, and I’m proud and humbled by the consideration of our owners to ensure that wherever possible, their guests aren’t penalised for these events that are totally outside of all of our control. It’s important to remember that for all of our owners, their holiday cottage is their business providing much needed income – often their only source of income – so we all need to find a way through this crisis to come through the other side still in business.

Please don’t be put off booking a holiday for later in the year or next year – I’m sure we will all need a holiday by the time this awful crisis has passed. If the Government restrictions continue by the time your holiday comes around, we will retain a similar level of flexibility for you to defer your holiday, as we are offering our guests with upcoming holidays now. So you can book with confidence and have something wonderful to look forward to.

If you are considering booking for 2021, please be aware that with so many bookings for the next 3 months being deferred to next year, availability for some dates is already limited. Book online 24hrs/day for instant reservation. Our office is open Mon-Fri 9-6pm and Sat 9am-4pm. Email us at any time.

IF YOU NEED TO CALL US: As a result of the Coronavirus pandemic, all our staff are working remotely from their homes from Tuesday 24th March onward. Our phone system is cloud based, so whilst we are able to make outgoing and take incoming calls, we are also navigating around some of our rural locations where we live, where phone signal and broadband strengths are not what we’re used to in the office. Therefore, if you are able to email us that would be much appreciated, but we are here to speak to if you would prefer.

If you have already contacted us by telephone or email, we will be back in touch with you direct soon to discuss your options. Please bear with us, as I’m sure you can imagine we have an exceptional volume of calls and emails to deal with and are just a small team, but we are working as quickly as we can.

If your holiday ends on or before 3rd July 2020:

(you should have received an email on Monday 11th May with regard to your holiday)

The Government have issued an unprecedented order that everyone must stay at home due to the Coronavirus pandemic with few exclusions. Holiday lets were ordered to close (with minimal exclusions) and the earliest date we have been advised we can open again will be 4th July. This means that if you were due to stay in one of our holiday properties anytime up until this date, you will unfortunately be unable to stay as planned.

Travel Insurance
Please refer to your travel insurance policy in the first instance to find out if you are covered for cancelling your holiday before contacting us. If you have insurance cover and you are covered under their terms, please make a claim, our team is here to help provide you with whatever information you need to make the claim.

Booking Protect – Cancellation Protection
Unfortunately, Booking Protect have stated that if you choose to cancel your holiday which falls within a government-imposed travel ban, they will not be able to offer you a refund, even if the reason for you cancelling is not due to the travel ban. If your holiday falls outside of the government-imposed travel ban dates then you may be eligible for a refund.

 

Option 1 – Deferring Your Holiday

You can defer your holiday to commence on any date up to 31st December 2021 at the same property so long as you are not in arrears with your final balance payment. If the dates chosen are in a higher-priced season, you will need to pay the difference. If the dates are priced lower for the same holiday length, we regret we are not able to refund the difference. The length of your holiday needs to be the same or longer, we cannot reduce the rate if you choose to stay for less days. You must confirm your new dates within 7 days of requesting a deferral, they cannot be held any longer than this, unconfirmed.

 

Option 2 – Taking a Credit Voucher

You can take a credit voucher for the sum you have paid. This voucher will be valid to use at the same property for a holiday up until 31st December 2021. The voucher is non-refundable. If your final balance is due to be paid and you would like to take a credit voucher, your final balance payment must be settled in order for us to issue you with a credit voucher.

 

Option 3 – Refund

In exceptional cases, where you do not have insurance or cancellation protection cover and are unable to defer your dates, we will offer a refund. We are unable to refund our Booking Fee or any Booking Protect Refund Protection.

*If you are pursuing a claim through your insurance provider and we hear nothing from you by 10 weeks after your original holiday arrival date, we will assume your claim has been successful and your booking will be archived. At this point, we will not be able to offer you the deferral or credit voucher option. Therefore, if you are pursuing a claim with us please ensure you keep us regularly informed of your claim progress.

 

If your holiday begins on 3rd July 2020:

(you should have received an email on Monday 11th May in regards to your holiday)

The guidance in relation to accommodation providers is that the Government are working towards allowing businesses that can successfully practice social distancing measures to re-open as soon as possible. The earliest date possible provided for this next step is 4th July. The Government are including this within ‘Step 3’.

Therefore, we have reviewed our policy for July bookings and the following updated policy is now applicable. Please read information in relation to Travel Insurance/Booking Protect Insurance first

Travel Insurance
Please refer to your travel insurance policy in the first instance to find out if you are covered for cancelling your holiday before contacting us. If you have insurance cover and you are covered under their terms, please make a claim, our team is here to help provide you with whatever information you need to make the claim.

Booking Protect – Cancellation Protection
If you have purchased Booking Protect Cancellation Protection from us and you are covered by their terms, please make a claim before contacting us. You will be refunded if you or any of your immediate family contracts COVID-19 and this is supported with a doctor’s note stating you should not travel to the holiday property. If you or any in the party booked into the holiday property is in a high-risk group and they receive advice from a doctor supported with a doctor’s note not to travel to a certain area then a refund will be paid. They will NOT issue refunds where a customer does not attend the holiday because they are concerned about catching the Coronavirus. If you are eligible to claim a refund you must contact them direct to make a claim before cancelling your holiday with us. Contact Booking Protect at info@bookingprotect.com and make a claim online via their Refund Application web page.

Option 1 – Deferring Your Holiday

You can defer your holiday to commence on any date up to 31st December 2021 at the same property so long as you are not in arrears with your final balance payment. If the dates chosen are in a higher-priced season, you will need to pay the difference. If the dates are priced lower for the same holiday length, we regret we are not able to refund the difference. The length of your holiday needs to be the same or longer, we cannot reduce the rate if you choose to stay for less days. You must confirm your new dates within 7 days of requesting a deferral, they cannot be held any longer than this, unconfirmed.

 

Option 2 – Taking a Credit Voucher

You can take a credit voucher for the sum you have paid. This voucher will be valid to use at the same property for a holiday up until 31st December 2021. The voucher is non-refundable. If your final balance is due to be paid and you would like to take a credit voucher, your final balance payment must be settled in order for us to issue you with a credit voucher.

 

Option 3 – Wait for further Government guidance

You can choose to wait for further Government guidance and would ideally like to enjoy your holiday, and if the guidance remains the same and we can open our holiday properties from 4th July, we will offer you a refund of your accommodation for 1 night, based on you arriving on Saturday 4th July instead of Friday 3rd July.

 

Cottages Exempt from our Special Holiday Amendment Policy
There are a very small number of cottages where the owners have chosen to be exempt from our Special Holiday Amendment Policy. We will advise you if your holiday is affected by this. In these situations we will contact the cottage owners on a case by case basis to find out what they may be able to offer. They are endeavouring to accommodate requests for deferrals but may not be able to do so in some cases and they may be subject to some limitation.

*If you are pursuing a claim through your insurance provider and we hear nothing from you by 10 weeks after your original holiday arrival date, we will assume your claim has been successful and your booking will be archived. At this point, we will not be able to offer you the deferral or credit voucher option. Therefore, if you are pursuing a claim with us please ensure you keep us regularly informed of your claim progress.

 

As we are all aware, the Government are reviewing the restrictions being placed on people and businesses on a daily basis. We reserve the right to alter our policies in line with the restrictions that affect our business.

If your holiday begins on 4th July 2020:

(you should have received an email on Monday 11th May in regards to your holiday)

There will be more information released as time goes on from the government and we’ll be able to review our flexible policy as and when that guidance is released. For now, your July holiday is still in place and we cannot offer any flexibility at this time. Please be assured that we are listening daily to government updates and if guidance changes and we need to make changes, then we will.

We realise that you may be concerned about not being able to travel in July, but we should be clear that at present, the government have not advised that you cannot travel after 4th July. Therefore, our flexible policy has not changed and holidays bookings from 4th July are still valid and able to proceed.

We are receiving a small number of requests to defer holidays from 4th July. Right now, this isn’t possible without cancelling the holiday under our normal cancellation policy terms, but it may become possible over the course of the next 7 weeks as government guidance will be updated and reviewed, as will our policy.

For all holidays commencing on or after 4th July 2020, our existing Booking Conditions and Cancellation Policy applies.

Exceptions for Clinically Extremely Vulnerable Customers with Holidays in July

(you should have received an email on Monday 11th May in regards to your holiday)

We are offering exceptions to any clinically extremely vulnerable customers who are in receipt of a letter from their GP confirming this who have been advised not to leave the home. If you fall into this category we can offer you some flexibility for your July holiday. You can choose either to defer your break to any time until 31-12-2021*, or take a credit voucher to use on a holiday before 31-12-2021**. We regret we cannot offer a refund in these circumstances.

*If you choose an alternative holiday in a higher priced season, the difference will be payable. If you choose an alternative holiday in a lower priced season, we regret we are unable to offer you a refund.

This flexibility will be available to any clinically vulnerable customers subject to the following conditions:

 

  • If you are the lead guest on the booking and you are in receipt of a letter from your GP confirming that you are in the clinically extremely vulnerable’ group.
  • If you are a couple-only party (2 people max.) and either of you is in the clinically extremely vulnerable group, as above.
  • If you are a single family unit with 1 or more children under the age of 16 who is in the clinically extremely vulnerable group.

 

This flexibility will not apply to customers where there are 3 or more members of the party and a member of the extended party falls into this category. If you are eligible for flexibility you will be asked to provide a copy of the letter from your GP confirming that you are in this group and have been instructed to stay at home.

 

If any of the above applies to you and you are unable to travel and have Booking Protect Cancellation Protection included on your booking with us, you will need to pursue a refund through them first. For any customers that do not have Booking Protect Cancellation Protection included, please try to pursue a claim through your own travel insurance.

 

Exceptions for our customers who live in Scotland

As we have many of our customers travelling from Scotland, we recognise that at present (time of writing is 20-5-20) the Scottish and English restrictions differ and that there has been no confirmation whether the lockdown in Scotland will still be in place on 4th July, or not.

We want to reassure any of our customers travelling from their homes in Scotland that if the travel restrictions are still in place over your holiday dates which mean you are legally unable to travel, you will be offered full flexibility in respect of your holiday.

However, this does not mean we can offer this flexibility at present. A judgement will be made 14 days before your holiday which gives a reasonable degree of flexibility. If at 14 days before your arrival date, travel restrictions are in place preventing you from travelling, we can offer you flexibility.

We expect the Scottish restrictions to change over the next 6 weeks in line with other Government guidance. We would just like to reassure our customers from Scotland that if they are prevented from travelling due to legal restrictions in Scotland that they will not lose their holiday. We will just make a judgement closer to the time of the holiday due to the frequency of changes being made.

If you have not paid your final balance:

 

If you do not choose to defer your holiday or take a credit voucher by the time the final balance is due you must pay your final balance. If you fail to pay your final balance by the due date we will give you 7 days grace to allow payment to reach us. If the final balance payment is not received within this grace period, we will cancel your holiday under the terms contained in the booking conditions you agreed to when placing your booking. Where your holiday is cancelled in these circumstances by us, you lose any option under the Special Holiday Amendment Policy to defer your holiday or take a credit voucher and your 30% deposit payment along with the booking fee and Booking Protect fee (if applicable) are non-refundable.

If the information from the government in relation to the travel ban/lock-down changes and is extended to encompass your holiday dates, you will not be entitled to a refund, have the option to defer your holiday or take a credit voucher for your holiday if your holiday has been cancelled due to non-payment of your final balance. These terms in place at the time of you failing to pay your final balance are not able to be retrospectively changed.

We generally allow 7 days grace from the final balance due date to allow for payment to be made, this will give you some flexibility in the current situation.

If you choose to defer your holiday rather than pay the final balance, this must be notified to us strictly within 7 days of your balance due date, otherwise your holiday will be cancelled. Once you notify us that you would like to defer your holiday, we will allow 7 days from that date for you to confirm the new dates you would like to defer to. After those 7 days if no new dates are confirmed, your holiday will be cancelled by us, subject to the terms outlined above.

If we have not received your balance payment by the 7th day after your balance due date or received a request to defer your holiday or request a credit voucher, your holiday will be cancelled by us due to a breach of the terms and conditions of your booking. Once your holiday has been cancelled you will not be able to defer your holiday or take a credit voucher and your deposit will be non-refundable.

If you are planning on booking a holiday:

 

Our diaries are currently open from 4th July in line with published Government guidance.

Northumberland is a dramatically beautiful and sparcely-populated county, with huge sandy beaches stretching for miles and fabulous scenery, so if you travel to your cottage in your own vehicle from home and expect to enjoy the cottage, dining in and enjoying Netflix without going out to pubs and restaurants, but with lovely walks in the vast open air, then the decision is yours and we will very much welcome your booking, which supports both us and the owner of the cottage through these very difficult times.

We don’t at this stage anticipate there being continued disruption for holidays starting from July. The situation could change quickly of course and we will adapt our policies as it develops. For holiday bookings from July onwards, at this stage we are hoping for minimum or no restrictions, but of course the situation could change quickly as the pandemic develops, with changes happening daily, but we continue to be guided by government policy and advice.

As detailed above we have adapted our cancellation policy to help our customers as much as we can to avoid losing their holiday. This flexible policy will be in place until 2nd July, however if the restrictions continue beyond this time, we will continue with this temporary policy for as long as necessary to support our customers and property owners.

Please either email us or call us on 01665 710 700 if you wish to defer or cancel your holiday, or for any other advice regarding your holiday booking.

If you would like to book with us, we have full availability and prices shown online and you can book securely via our website, when the dates will be instantly reserved for you.

Thank you for working together with us, we very much appreciate your custom and loyalty and look forward to welcoming you to beautiful Northumberland soon.

 

The Safety and Welfare of our Guests and Employees

We take the safey and welfare of our guests and employees extremely seriously, and we’re complying with the latest government guidelines regarding the Coronavirus

– All our staff are required to thoroughly wash their hands upon entry to all our offices and holiday properties and wash them frequently throughout the day

– Our cleaning staff are already superstars when it comes to keeping our holiday properties and offices immaculately clean – it’s what we’re renowned for after all. However they have been issued with detailed guidelines from the NHS on the additional measures needed to ensure all our properties are adequately sanitised, taking extra precautions to ensure all surfaces and places frequently touched such as handles, appliance controls, keysafes, etc. are thoroughly cleaned and sanitised.

– Our holiday properties have always included a range of cleaning products, including anti-bacterial sprays, hand soaps, cloths and equipment, and this is unchanged. So as our guest you have access to plenty of these to keep your personal surroundings clean throughout your holiday.

– All non-essential meetings have been cancelled and replaced with phone calls and email correspondence.

– Where it’s possible and practical to do so, we will have as many staff as possible working from home.

– We are monitoring the health of our staff very closely.  Whilst there have been no reports of Coronavirus across our workforce or amongst our holiday property owners or their staff, we’ll ensure that any employee that does present with symptoms will self-isolate at home for the recommended two-week period.

– if you’re feeling unwell and have an upcoming holiday booked with us, call or email us and we will happily defer your dates until later in the year or next year with no penalty.

We look forward to welcoming you to beautiful Northumberland soon,

Coquet Cottages

Coquet Cottage - Coronavirus Information

Warkworth

Coquet View at Warkworth

Sleeps: 6 2 Dogs

Short breaks from £623

Warkworth

Magdalene House in Warkworth

Sleeps: 6 2 Dogs

Short breaks from £370

Warkworth

The Bridge Barn at Warkworth

Sleeps: 4 2 Dogs

Short breaks from £385

View all our properties in Northumberland