Updated 24th December
Government regulations on COVID-19 change frequently. Before you travel, you need to ensure you have checked and understood the relevant regulations applicable to you, your location, your destination and the make-up of your party as it is your responsibility to comply.
FAQs relating to coronavirus
If I make a booking for some time in the future and then cannot attend due to new government lockdown restrictions, what happens?
For all new bookings, we can move any payments made across to a future date. We can either move this directly to a new date or give you a voucher for an unspecified, unrestricted future date. This will ensure you don’t lose a penny. Please be aware, we will not be issuing cash refunds, so please do not book in advance if these terms would not be possible for you. We will continue to waive our amendment fees for changing bookings that must be moved due to government policy.
I have a booking that is affected by new government policy. What happens to my booking?
As outlined above, we can move any payments 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. We will continue to waive our amendment fees for changing bookings that must be moved due to government policy.
I have an upcoming booking and I am unsure whether I am still permitted to come. How do I find out?
Properties across Exmoor vary in their tiers, as Exmoor covers both Devon and West Somerset. Find the postcode of your cottage in your arrival information. This can be used to ascertain whether you are permitted to travel – check up to date government information for both your restrictions on leaving your area and travelling to your cottage destination.
How do I move my booking?
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 firstname.lastname@example.org.
We are doing our best to make sure everyone is fairly looked-after. Please be patient with replies as we are helping a huge 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.
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 those with permitted exemptions, please communicate with us by email to email@example.com wherever possible as our small team is struggling to keep up with calls.
Can I have a full refund?
- Reservations made on or before 23rd March 2020:
Reservations made on or before 23rd March 2020 with a check-in date from the 5th November to the 3rd December are eligible for a refund. This can be in the form of a voucher or a cash refund.
- Reservations made after 23rd March 2020
Reservations for stays made after 23rd March 2020 are not eligible for full refunds.
Our refund policy is intended to protect guests from unforeseen circumstances that arise after booking. After the declaration of COVID-19 as a global pandemic by the World Health Organization, this no longer applies because COVID-19 and its consequences are no longer unforeseen or unexpected.
The conditions as outlined at the time of your booking apply. These included details in case of re-introduction of a government lockdown; ie, “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.“ For details on how to proceed with this, see above.
Are there changes to cleaning protocols to help reduce the risk of Covid-19 transmission?
Yes, we have already been advising a number of changes and additional steps to cleaning and disinfecting to help reduce the risk of virus transmission.
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.
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…