Coronavirus Crisis | Information for Guests

Coronavirus Crisis | Information for Guests

posted in: Uncategorized | 0

We are absolutely devastated about the current crisis regarding the coronavirus (Covid-19). The situation is causing much uncertainty and concern for our guests and the entire global community. We are trying to do the best we can to help our guests, owners and employees in this difficult time.

Although we understand you must have lots of questions for us, can we please ask that you do not call us at this time. We simply cannot keep up with the volume of calls, and can more efficiently help you over email.

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


FAQs relating to coronavirus


I’m due to arrive at a property in the next few weeks, what should I do?

The UK government is currently advising against foreign travel. If you are travelling to Exmoor from overseas, please check with your relevant travel restrictions.

For guests coming from within the UK, please check the latest government advice.


Are you taking new bookings?

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;

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


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 within the next 6 weeks looking to make changes to your booking, please communicate with us by email to wherever possible as our small team is struggling to keep up with calls. We are working through cases chronologically so please be patient in awaiting a response. For those with bookings beyond 6 weeks from now, we would greatly appreciate your waiting to get in touch for now.


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.  If your booking is within the next 6 weeks, 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

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.


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…