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Updated at 18:00 on Thursday 26th November 2020
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.
The UK Government or one of the devolved Governments has imposed restrictions on travel or social gatherings across the UK which might prevent you from travelling to or using your booked holiday property as planned.
Suffolk has been placed in a Tier 2 category and to discover how you are affected please check the following link:
https://www.gov.uk/government/publications/tier-posters-medium-high-and-very-high
If you reside in an area where you are advised not to leave your primary residence then please contact us and we will offer you one of the following options listed below.
1. We can re-book your entire stay within the same property to a future available date, outside of the declared restriction period, up to the end of 2021 (subject to any additional cost being paid by you).
2. If you are unsure of the future dates you require, we can provide you with a voucher to the value of the monies paid to date for your holiday, to be used against a holiday in the same property outside of the declared restriction period and up to the end of 2021 (subject to the property owner’s agreement).
3. 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 pro-rata vouchers/refunds. This will not apply where stricter restrictions were in force when you initially booked the holiday. So for Christmas week bookings pro-rata vouchers/refunds will not apply if you booked your holiday before the restrictions were eased for 23rd to 27th December and you now wish to mix three households for just those five days.
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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