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Updated at 16:15 on Tuesday 23rd February 2021
As a customer-focussed business, we are keen to reassure guests, homeowners and housekeepers during uncertain times. The situation regarding coronavirus (COVID 19) changes daily and we will always follow the latest regulations.
With all parts of the UK now under some form of lockdown which prevents the use of holiday property, we have taken the reluctant decision not to accept any new bookings for holidays starting before Monday 12th April 2021.
If you have already booked a holiday starting before the 12th April, we will be in contact with you. We will be contacting guests in order of date of stay. You will appreciate that this is a substantial task and we would ask you not to contact us unless absolutely necessary.
If you have a holiday starting on or after the 12th April and before the 21st June then it can proceed on the basis that you comply with the Government rules. Information on the rules currently in place can be found here.
If you do need to contact us, please do so by email (enquiries@suffolkhideaways.co.uk) rather than by telephone.
If your holiday is cancelled due to the restrictions, then you will be offered one of the following options.
1. We can re-book your entire stay within the same property to a future available date, outside of the declared restriction period, within 12 months of the end of your original booking (subject to any additional cost being paid by you).
2. If an alternative stay is not convenient for you, we will offer you a full refund.
If you have made your booking via a third party company such as Booking.com or Airbnb, they will be in direct contact with you independently of us.
Where your holiday dates straddle the anticipated beginning or end dates of restrictions (and if already on holiday the restrictions do not allow you to remain until the booked end date) we will offer refunds based on the price for the shorter permitted stay.
Wherever and whenever possible, we look forward to welcoming you to enjoy a much-anticipated break.
To put your mind at ease we have provided additional guidance for you for your upcoming stay and our team are on hand if you have any additional questions.
Safer stays
We have shared national guidelines with our owners in relation to cleaning protocols which set out the extra measures to be taken. The guidelines have been carefully considered and developed at industry level to protect the health and safety of guests, as well as housekeepers and support teams involved in preparing the property
Arrival Guide information and key instructions will be sent at least two days before you travel.
To help us with the challenges that COVID-19 presents, some soft furnishings such as cushions and throws as well as other items such as literature will have been removed from the property in advance of your arrival.
Also, perishable open food items including tea, coffee, sugar and milk will not be left at the property. You will therefore need to bring these with you, along with cleaning products that you would normally use at home on a daily basis plus hand sanitiser and antibacterial hand wash, to allow you to take the necessary handwashing and cleaning precautions during your stay.
We would also request that you assist the housekeeper by stripping and bagging any used bedding, towels and other laundry items in the laundry/black bags provided at the property, with as little shaking of the items as possible.
You must comply with the relevant Government rules on the sharing of holiday accommodation. Information on the rules currently in place can be found here
What to do if developing COVID-19 symptoms before the start of the holiday, whilst on holiday or subsequently.
If you develop or a member of your party develops symptoms prior to your stay, you must follow the latest NHS guidance in this respect and not travel under any circumstances. Please contact our team who will seek to find alternative arrangements for your stay.
If you develop or a member of your party develops symptoms during your stay and a test confirms infection please let us know and leave the property immediately so that we can take the necessary steps to deep clean the property. If you develop or a member of your party develops acute breathing difficulties during your stay please call 999
Similarly, if you develop or a member of your party develops symptoms within 14 days of your stay and a test confirms infection please let us know immediately to allow the necessary measures to be taken.
Up to date information and advice regarding COVID-19 can be found on the GOV.UK and NHS websites. In particular please read and familiarise yourself with the following www.nhs.uk/conditions/coronavirus-covid-19 and www.gov.uk/government/publications/covid-19-stay-at-home-guidance or www.gov.uk/coronavirus
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