COVID-19 FAQs

To our valued customers and home owners 

As a family-owned business, people are at the heart of everything we do, so your safety and health is, and continues to be, our top priority. 

As you know, the situation is changing daily and as a result we have put together a list of FAQ's which might help answer any queries you might have regarding your upcoming holiday or booking a future holiday.  The information provided below will be subject to change in line with governmental policy and/or guidance.  Last updated 24 June 2020

Can I speak to someone about my booking? 

We are a small family run business with staff furloughed and/or working from home without access to the office phone lines. Please submit any enquiry or concern you have by email and we'll respond to you as quickly as we can. 

In the meantime to help answer some of your questions we have provided as much info as possible in the FAQ’s below to help with different scenarios, these contain all the information and instructions we’d be able to give if you were to speak to us directly.

When will holidays be able to take place in Scotland?

Self catering businesses in Scotland were allowed to re-open on Friday 3rd July and in England from Saturday 4th July.  


What is your Cancellation Policy for holidays booked beyond the current known travel ban? 

For all holidays that fall outside the current known UK travel ban, our standard cancellation terms and conditions apply.  It is a condition of booking clients agree to taking out travel insurance to mitigate financial risk in the event they wish to cancel their holiday.  It is imperative guests check their travel insurance policies for cover under these circumstances. This would be particularly relevant to overseas guests whose government travel restrictions may differ from the UK's in the months ahead.  

If you have not taken out travel insurance for a holiday that falls outside the UK's current travel ban, then you can still request a transfer of holiday dates, free of any administration charges.  Owners are generally flexible with regards to transfer requests.  

Whilst we recognise there may be fears of travelling beyond the existing lock down extending right through to December, owners are not in a position to waive any clause in the Booking Conditions now for holidays beyond the proposed re-opening date in July.  These are unprecedented times and whilst property owners are trying to be as accommodating as they can, there may be occasions where guests will have to wait until we better understand your and/or the owners position legally with regards to the cancellation of holidays commencing beyond July.  

If following an agreed transfer, clients subsequently wish to cancel their booking, our standard booking conditions apply. 

My balance is due now, what happens? - updated 10 June 2020

If your booking is taking place this July or August your balance is now payable as per the Booking Conditions.  Failure to pay the balance may result in a cancellation of your holiday as per the Booking Conditions.  

We originally gave some lee-way to when we'd collect balance payments but now owners are becoming increasingly nervous about continuing to allow such a short gap between the balance paid and the holiday start date in case guests cancel at the last minute and default on their outstanding payments, leaving the owners out of pocket. 

There’s better chance of being able to re-let dates the more notice we have, so that’s why the decision was made to resume collecting balances owed as per the booking terms rather than leaving it any later.

If the owner is still unable to allow you access to the property by the time your holiday comes round you’re eligible for a full refund.  However, if allowed to host but you don’t want to take the holiday for whatever reason you’re liable for full payment of the holiday unless we can re-let the dates, in which case you’d be due a refund as per the Booking terms. 

What happens if one or more members of my group are unable to travel due to illness and we need to cancel the holiday?

If the owner is permitted to honour your booking, any cancellation you or any of your guests need to make for whatever reason which may include not being able to travel to the property for reason of ill-health (including covid) would be considered a client cancellation.  

Client cancellations are non-refundable unless we’re able to re-let the dates. 

What are the rules on mixed households having holidays together

The current Scottish guidelines, as outlined in Scotland's Route Map, is that up to three mixed households can meet indoors including staying in self catering accommodation from the 10th July. Households in a 'bubble' may be considered as one household. These guidelines are guidelines only, not law.  The property booked is let on an exclusive use basis up to the maximum occupancy advertised, rather than on a per person basis. It is therefore incumbent on the group leader to determine which members in his/her group may or may not be considered suitable in joining them on holiday, based on the current recommendations.  It is also incumbent on the group leader to ensure all guests practice good hygiene whilst staying at one of our properties and where relevant physical distancing for the safety of the group, the housekeeping team conducting the changeovers and the local community at large. 

What extra measures have been put in place at properties to stop the spread of coronavirus?

All properties we market are already cleaned to a high standard and in light of the current situation property owners have been provided with additional information around changeovers, key collection and cleaning best practice to ensure the safety of their cleaning staff, their guests and those living close by.  These cleaning guidelines for self-catering holidays were drawn up based on advice from agencies such as the HSE (Health and Safety Executive), WHO (World Health Organisation), European Centre for Disease Prevention and Control (ECDC), Global Biorisk Advisory Council (GBAC), and Centres for Disease Control (CDC), NIH (National Institutes of Health), Public Health England and the NHS.  

All owners will have conducted a thorough risk assessment prior to re-opening to ensure they have put measures in place to keep their guests, their staff and the local community as safe as possible. In some cases this may mean leaving the property empty for a few days between bookings and in other cases it may mean earlier departure times and later arrival times.  Please be assured all changes that have been made will have been done so with your health and safety in mind. 

Will the Check In/Check Out times be different? 

As our owners are different they will also likely be adopting slightly differing arrival and departure procedures depending on the size of the property, the cleaning team available and location of the property. When we're notified of any changes to existing arrival and departure procedures, we will update the property listing accordingly. Owners are responsible for notifying their guests of any changes directly and we recommend guests get in touch with the key contact a few days prior to their holiday to discuss arrival and departure arrangements.  

Any changes that have been made by the owner will have been done so with your health and safety in mind and we appreciate your patience and understanding if your travel plans may need a little adjusting to allow for some disruption to the original changeover plans. 

What happens if a localised travel ban is put in place?

Currently a 5 mile travel restriction has been placed on residents living in Dumfries & Galloway. However, guests who have booked self catering holiday homes in this region may still travel to the region from other parts of the UK as long as when in situ they adhere to the local 5 mile travel restriction during their stay.  The same principle will apply should other temporary localised travel restrictions be put in place. 

Where can find the latest travel guidance from the government?

We would advise that you check the GOV.UK website for the most up to date information: www.gov.uk/government/news/covid-19-essential-travel-guidance

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