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Covid-19 FAQ's

Updated 24th March 2020

Due to the ongoing virus outbreak we have been experiencing a high number of enquiries from people who have booked breaks with us due to arrive in the coming weeks. Please be patient with our hard-working team as we do our best to deal with any and all concerns that you may have regarding your bookings. Please also be aware that aggressive and/or threatening language will not be tolerated and our team reserve the right to terminate calls and suspend accounts for any customers deemed not to be treating staff with the respect that they rightly deserve.

We will get through this together - be kind. 

You can be rest assured that the health and safety of our guests is of the upmost importance to us and we are closely monitoring the latest guidelines provided by the UK Government. 

Below are our most frequently asked questions regarding bookings so please, if you have any questions, you may find the answer below before contacting us.

For any communication and to speed up the process can you please state or have to hand your booking reference number. 

Are the hotels still open?

Given the recent government advise and out of our duty of responsibility to protect the health and welfare of our guests and our hotel partners' employees, we have made the decision to cancel and to also not accept any bookings for all arrivals in March and April. We will review the situation regularly and advise on the position for May bookings as soon as we have further clarity here. All guests that have bookings for within this date range will have received an email to advise them of this decision and with notification of their cancelllation. If you have not received this email (please check your Junk mail too in case it has gone in there ) please contact us and we can resend. 

Can I amend my reservation and is there a charge?

For any bookings that have not been automatically cancelled you can amend your dates free of charge. Just contact us on 01357 529 129 ext. 1. If there is any change to the cost of your stay due to the different dates then we will let you know. For bookings within 48 hours, most hotels are accommodating and allowing date changes or free cancellation as well so just contact us with alternative dates and we will liaise with the hotel on your behalf.

Can I cancel my booking and is there a charge?

Due to the most recent announcements made by the government on 20th March, more hotels are now having to close for March and April as a minimum, therefore all bookings for these months have now been automatically cancelled free of charge. If you have already cancelled and been charged £5 then email us your booking reference number and we will refund this for you. 

At this point, for bookings for May arrivals onwards, booked on our flexible rates and out with 48 hours there is just the £5 cancellation fee ( changes to dates are free ). Bookings within 48 hours are usually liable to pay for the first night’s stay. Given the current circumstances many hotels are being very accommodating with this, especially if you are having to cancel due to you or another member of your household having to self-isolate due to having been diagnosed or due to displaying symptoms of coronavirus. Just let us know and we will liaise with the hotel on your behalf. For those who have booked on an Advance Purchase deal then most hotels are again being accommodating and allowing date changes as a minimum.

Why am I being charged £5 cancellation fee?  (NB bookings for May arrivals onwards only)

Due to the most recent announcements made by the government on 20th March, more hotels are now having to close for March and April as a minimum, therefore all bookings for these months have now been automatically cancelled free of charge. If you have already cancelled and been charged £5 then email us your booking reference number and we will refund this for you.

For bookings for May and beyond, this is our standard cancellation charge that has been in force for over a year. MyHotelBreak is a remarkably small team who are dedicated to giving you the very best of service at all times. With these exceptionally difficult times the industry is experiencing we are still striving away to deliver the best we can for you and this small administration fee helps us to cover a fraction of the costs and losses that we are currently experiencing and will hopefully allow us to keep the business operating to as high a standard as possible! Please note this situation is constantly being reviewed and will be updated as and when appropriate. Any queries at all please contact us. 

What facilities are still open at the hotel?

Most hotels are now closed, closing or operating very limited facilities for March and April arrival as a minimum which is why we have taken the decision to cancel all stays for these months. Guests for stays for May and beyond may wish to contact the hotel directly closer to the time of their arrival, if they wish to get the most up to date information from them re. facilities etc. The hotel’s contact details can be found in the “My Account” section when you login.

If you still have any questions then you can contact us here or via our live chat or Messenger facility and we will use our best endeavours to come back to you as soon as we can. If your query is less urgent (for bookings more than one week away) we would ask you to email us instead - enquiries@myhotelbreak.com