Coronavirus Crisis | Information for Guests

Coronavirus Crisis | Information for Guests

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We are very pleased to announce that government policy supports domestic travel in England, including holiday stays in self-catering accommodation from the 4th July 2020. This is fantastic news for all those looking to get away to enjoy the Exmoor countryside; find fresh air, refreshing scenery and lots of space to explore!

Clearly, we all want to know we are doing our bit to help the continued control of the spread of the virus. Thankfully, a stay in a country cottage on the beautiful and remote Exmoor National Park is a low-risk activity. Further to this, we have updated our cleaning guidelines for our properties to reassure guests of a safe stay. We would encourage all our guests to continue to act responsibly and in-line with government advice when enjoying this stunning region.

coronavirus (covid-19) information for guests of The Best of Exmoor

 

FAQs relating to coronavirus

 

Am I permitted to travel and stay in a holiday cottage in England?

Yes! The fantastic news is that the government has now confirmed that you can book a holiday cottage in England from the 4th July 2020.

 

What if I make a booking for beyond 4th July, and then the government extends restrictions?

If restrictions return, we can move your deposit payment (or any further payment made) across to a future date. We can either move this directly to a new date, or give you a voucher for an unspecified future date. This will ensure you don’t lose a penny. We will continue to waive our amendment fees for changing bookings that must be moved due to government policy.

 

Are there changes to cleaning protocols to help reduce the risk of Covid-19 transmission?

Yes, once properties re-open, we are advising a number of changes and additional steps to cleaning and disinfecting to help reduce the risk of virus transmission.

Follow this link for more details on cleaning guidance for Covid-19 

 

How do I get in touch?

Please be aware that we are extremely busy trying to help guests and owners at the moment, working through each call and email. For people due to arrive before the 4th July looking to make changes to your booking, please communicate with us by email to stay@thebestofexmoor.co.uk wherever possible as our small team is struggling to keep up with calls.

 

I am due to arrive before the 4th July. Can I amend my dates? 

Yes, we are offering guests the opportunity to amend their dates given these exceptional circumstances. This applies to all bookings for arrival up until the 4th July 2020.  Please find your ‘manage my booking’ link in your booking informational email to make changes. If you cannot find this link, get in touch with us at stay@thebestofexmoor.co.uk.

We are doing our best to make sure everyone is fairly looked after. Please be patient with replies as we are helping an unprecedented amount of guests and owners. Your patience will give us time to find the best possible solution and ensure everyone’s losses are kept to a minimum.

 

Can I cancel my booking? 

To cancel your booking, please refer to the ‘manage my booking’ link on your booking confirmation email. If you cannot find this link and would like to cancel, please contact us by email and we can resend it for you.

 

If I cancel/amend my dates, will I get a refund on the original booking?

To cancel, 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

If you have taken out holiday insurance, please refer to the terms and conditions that they provide. Depending on the terms they provide, you may be eligible for a refund of the value of the booking or more.

If you have taken out booking protection with Cancellation Cover, please refer to their Terms & Conditions

 

What if my insurance won’t cover me, or I didn’t take out any travel insurance?

We will do everything we can to make sure everyone is fairly looked after. Please be patient with replies as we are helping an unprecedented amount of guests and owners. Your patience will give us time to find the best possible solution and ensure everyone’s losses are kept to a minimum. We will need to speak to each owner but this will take us time due to the volumes of cases.

 

Are you taking bookings for arrival before the 4th July 2020?

We are not accepting new bookings with an arrival date prior to 4th July 2020. There are, however, some possible exceptions, as per government policy;

(a) to provide accommodation for any person, who—

(i) is unable to return to their main residence;
(ii) uses that accommodation as their main residence;
(iii) needs accommodation while moving house;
(iv) needs accommodation to attend a funeral;

(b) to provide accommodation or support services for the homeless,

(c) to host blood donation sessions, or

(d) for any purpose requested by the Secretary of State, or a local authority.

(e) Is part of the response to support key workers or vulnerable groups.

See full document here; http://www.legislation.gov.uk/uksi/2020/350/made

Please get in touch with us before booking if one of these conditions apply to you and you are urgently seeking accommodation.

 

Where can I receive more information about Coronavirus? 

We would advise you to check the GOV.UK website for the most up to date information.

https://www.gov.uk/coronavirus

 

A final note

We would love to be able to give everyone the answers they want here and understand this will not be the case for many people. We are all gutted about the entire situation. No-one wants to cancel their holidays, especially to Exmoor! We are trying to do our best for everyone and will keep working our socks off in these crazy times.

We’re a small, local, independent business and lots of different people rely on us and trust us to look after them – our cottage owners, suppliers, cleaners, the team at the Best of Exmoor and all of you lot, our lovely guests.

And for those who need to cancel; we offer our heartfelt condolences for your disappointment. We understand you will be going through difficult times, like our business, the travel industry, and almost everyone across the world at the moment. More than anything we really do hope that this situation resolves and you can make it back here before too long.

 

And because sometimes we need a few reasons…