For Coronavirus (Covid 19) customer FAQs please click here.
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COVID-19 FAQs

On the 23rd March 2020, Prime Minister Boris Johnson addressed the nation and issued an instruction for everyone to remain at home in self-isolation.  We understand you will have concerns about travelling to Scotland for your holiday due to the Covid-19 pandemic and rest assured we are doing all we can to facilitate your concerns. During these difficult times the safety of our people, our customers and our property owners is of paramount importance to us.  Therefore, anyone due to depart for their holiday before 4th June 2020 will be able to amend their booking.  

However the situation is changing daily and as a result we have put together our policy regarding holidays booked through Scotts Castle Holidays to help you in this very difficult time.  These FAQ’s and polices will be subject to change in line with governmental policy and/or guidance.  Last updated 31 March 2020

Can I speak to someone about my booking? 

We are a small family run business with staff working from home without access to the office phone lines.  To manage this increased volume of work we are prioritising customers who are due to travel over the next 14 days.  If you have a holiday booked beyond this period we ask for your patience whilst we’re handling this unprecedented volume of enquiry as it may take several days before we can respond to each customer personally. 

In the meantime 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.

Can I book one of your properties now? 

We are currently not accepting bookings for holidays arriving before or on 4th June 2020. 

Can I book a holiday from June onwards?

You can make a booking with us for holidays commencing after 4th June and our standard Booking Conditions would apply.  

In some cases however, owners may accept a long provisional hold without any monetary exchange for holidays booked between this June and September 2020, so please do ask if you’re interested in taking a holiday at a specific property over this period and we can ask the owner for you.  Please send a standard Hold Request via the property’s calendar.  

What happens to my booking if I cannot travel during the ‘stay at home’ measures?

Customer safety is our primary concern and we have asked all our holiday home owners to provide as much flexibility as possible in transferring bookings during this unsettling period.  We ask that you fill out our transfer request form so that our staff can facilitate your request with the owner as speedily as possible. If we’re unable to facilitate a date transfer under most circumstances we will be able to credit your account instead with funds you’ve paid against your booking once we’re in receipt of those funds from the home owner who will already have been paid for the booking.  This credit can be used against a future holiday you book through us for any property in Scotland* for a period commencing anytime over the next 24 months.  *conditions apply

My holiday is due to take place this May – what should I do?

You may request to transfer your booking to new dates and subject to availability and the owner’s agreement we will arrange this.  If the cost of the holiday when you transfer is higher than your original booking (i.e. you’ve chosen to move your dates to a different season) you may have to make a further payment to top up the difference.  Please note owners have not made any upwards pricing amends as a result of the current situation.  If prices fluctuate it is because individual owner rates had already increased due to inflation, property demand etc. for the following year. 

Transfer Request Form

Transfer Requests for holidays commencing from 4th June onwards

We’re currently not offering to transfer any booking taking place after 4th June 2020.  

As time goes by and government and/or industry guidelines change and travel bans are lifted/extended, this page will be updated to reflect our position at that point.  If you’ve sent a transfer request in for holiday dates commencing after 4th June we will hold your request on file but may not action it until nearer the time or government guidance changes. 


What is your Cancellation Policy during the Coronavirus Outbreak?

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 a booking needs to be cancelled.  Should you prefer to cancel your holiday we would advise you check with your travel insurance provider as to whether you are covered.  If you are, then we can help provide you with whatever information you need to make a claim.  

If you have not taken out travel insurance for your upcoming holiday with us, then you can request a transfer of holiday dates, free of any administration charges.  Owners are generally flexible with regards to transfer requests depending on when you’re due to go on holiday.  

If a customer who subsequently wishes to cancel their transferred booking then our standard booking conditions apply. 


My balance is due now but the Owner has agreed to move my booking, what happens?

Where the balance of the holiday has not been paid and the holiday is to be transferred we are asking owners to extend the balance payment due date to later in the year.  This may not always be possible. We will advise guests on a case by case basis, based on the owners individual needs.  

If my balance is due but a transfer hasn’t been agreed and I want to cancel the booking? 

Should you prefer to cancel your holiday we would advise you check with your travel insurance provider as to whether you are covered.  If you are, then we can help provide you with whatever information you need to make a claim.  If you have not taken out travel insurance for your upcoming holiday with us, then you can request a transfer of holiday dates, free of any administration charges.  Otherwise, our standard cancellation terms apply.  

Transfer Request Form

I’ve sent my Transfer Request – what next? 

Once we’re in receipt of your Transfer Request we will communicate your wish to the Owner.  We will be responding to all transfer requests on a priority basis based on the holiday start date.  This means you may not hear back from us for several days whilst we work through the list of owners and customers to contact. 

We will always acknowledge receipt of your form within 24 hours out of courtesy, so if you’ve not seen this acknowledgement please check your junk and spam mail and add us to your safe senders list if needs be.  

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

Transfer Request form

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