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Coronavirus information and frequently asked questions

Update: 22 May, 2020 

 

Due to the high volume of enquiries we are receiving at the moment we do ask you kindly bear with us as our team are working hard to help guests make new arrangements. Please do not call or email us if your holiday is more than 4 weeks away, we will be in touch with you closer to your holiday dates.

    

We understand that the uncertainty surrounding Covid-19 is prompting questions regarding travel in the UK. We hope our most frequently asked questions will provide you with some clear answers relating to your upcoming holiday.

 

  

Can I still place a booking with you? 

 

The current government statement is that the earliest date on which holidays could potentially go ahead is 4th July. You can make a booking for a holiday starting on or after 4th July, but we are not taking any new bookings for holidays starting prior to this date. We will continue to work with the government guidance and will adapt to any change in the restricted period. 

 

 

What happens if I book and then the holiday dates fall within an extension of the restricted period?

 

If this happens, we will contact you to help and provide you with some alternative options. 

 

 

I have a booking with you and am due to arrive before the 4 July - what do I do?  

 

Following the government guidelines published on 11th May, it's very unlikely your holiday will go ahead if it is due to start before 4th July. We have emailed all affected guests to offer alternative options. You can amend your booking in your online account in the ‘change my booking’ section, click here to login

 

 

I have a booking with you and am due to arrive after 4 July, what do I do?

 

At this stage, your holiday is still available to you and we will be in touch with you should the government provide any updates that would affect your holiday. If the restricted period is extended and your holiday becomes unavailable, we will be in touch with you with your options. 

 

 

Can I cancel my holiday?

 

If you choose to cancel a holiday that falls outside of the restricted dates, normal cancellation terms would apply. 

 

 

When will my balance payment be due?

 

For holidays starting in July and August, we have amended our balance payment due date from 8 weeks before your holiday to 5 weeks before your holiday. For holidays starting in September and beyond, the balance will be due the usual 8 weeks before. 

 

 

What extra precautions are you taking for my stay?

 

Once holidays are allowed (currently 4 July onwards), the changeover period has been extended to allow housekeepers to carry out extra cleaning in accordance with industry guidance for this situation. Arrival time will now be 5pm. Departure time will now be 9am unless otherwise notified. 

 

 

If I do have insurance will I be covered still if I move my holiday dates? 

 

Please contact your insurance company. For those who have taken out insurance with Endsleigh, your cover will be extended to your new holiday dates. Please contact CEGA if you have any questions regarding insurance claims on 01202 038 946 or email claimsservice@cegagroup.com. 

 

Related news

#Treatournhs with Classic

We are very pleased to be part of the #treatournhs initiative, a recently launched campaign on Instagram offering NHS workers the chance to be gifted some incredibly well deserved timeout in the future. For more information on how to get involved please click here.

We are blown away by the number of nominations we've received so far, with over 600 entries currently. We will be running the initiative until 31st May so please go to our dedicated post and get involved.

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