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COVID-19 Frequently Asked Questions

Updated 14th July 2020

What is flexible booking - pay when you stay?

We have always prided ourselves on having some of the best booking terms out there, so when you make a booking with us you can be assured there will be little risk to you if your plans change.

So for the vast majority of our offers you can book today and not pay anything until you stay. You then have up until 48 hours before arrival to change you mind, where we can amend your booking free of charge. If you have to cancel then there will only be a £5 fee for this. Even on some offers where we ask for payment upfront you are still able to change or cancel your booking without penalty. 

When will hotels be reopening due to Covid-19?

Hotels and accommodation providers in England are reopening from the 4th of July, hotels in Scotland are to reopen from the 15th July and Wales from 13th July . However, the opening date for each of our hotels will vary. Please check each hotels "noticeboard" on our website for more details or contact us

How is the temporary VAT cut for accommodation going to impact my booking or future booking?

From 15 July 2020 to 12 January 2021 the government has a new reduced (5%) rate of VAT and will apply to supplies of accommodation across the UK. 

The temporary VAT relief has been put in place to support businesses and jobs within the industry. The hospitality industry has been one of the hardest hit due to the impact of COVID-19, this has been highlighted by the industry having the highest amount of employees on the Coronavirus Job Retention Scheme (or furlough as its often known).

This lifeline provided by the Chancellor means the following six months is a time for the industry to try and recoup the losses that have been suffered in the previous months. On top of this many hotels and accommodation providers are now having to reopen with reduced occupancy levels, so being able to retain a larger percentage of each booking will make a huge difference protecting jobs and offering the quality of service we have all come to expect. 

We are living in very strange times and we are sure we can all appreciate that this new policy has been set out to boost the economy and assist the hospitality industry, which operates with tight margins as it is, in being able to retain jobs. With the ability to keep staff the hotels will be able to offer their full services such as dining, spa, cleaning and more - something we have all been accustomed to.

Any bookings made prior to and after the announcements on 8th July due to stay between 15th July 2020 and 12th January 2021 will now be inclusive of the new VAT rate of 5% meaning no further discounts will be automatically applied to bookings.

What measures will hotels and accommodation providers be taking to ensure my safety during my stay?

We would like to reassure our guests that all our accommodation providers will be following the latest government rules and guidelines when it comes to cleaning and social distancing measures. More information, where available, will be provided on each hotels "noticeboard" and on your email confirmation. In general please be aware that there may be restrictions on certain aspects of dining and spa & leisure activities. As government advice is changing frequently we would advise contacting your accommodation provider a few days before your stay to find out the latest information on any restrictions they have in place. 

Can I still make a booking even if the hotel is currently closed?

Yes. If a hotel is available to book on our website then you are still able to make a booking for when the hotel reopens.

Majority of our offers are free to book and free to amend meaning that if anything changes you have the flexibility to change the date up to 48 hours prior to arrival.

Will hotels restaurants and leisure facilities be open due to covid-19?

Each hotel has different plans for reopening their bars and restaurants, therefore please check each hotels noticeboard on our website or check directly with our reservations team who can advise you further.

Spa and leisure facilities will be reopening based on the latest government advice, although restrictions may be in place for certain aspects such as treatments.

At the moment the latest advice is changing regularly and we would advise, once you make your booking, to contact the hotel a few days before your are due to stay to find out the latest information.

Can I cancel my booking free of charge?

As of the 1st July 2020 we will be reintroducing our £5 cancellation fee for bookings cancelled up to 48 hours prior to arrival. This will only apply to bookings made from the 1st July onwards and any bookings made prior to this will be able to cancel free of charge up to 48 hours prior to arrival. Any bookings cancelled less than 48 hours for any reason other than the hotel is closed will be charged for the 1st night of stay. Some hotels have differing cancellation terms and full details will be on our website and your email confirmation.

How do I amend my booking?

If you have to make changes to an existing booking, please contact our reservations team on 01357 529 129, send an email to or send a message via Facebook messenger or Live Chat with your booking reference number

I have a gift voucher which is due to expire in 2020, will it be extended?

All gift vouchers that were due to expire from May 2020 onwards have been extended until 31st March 2020 due to the current circumstances. This includes our Hotel Break for Tow vouchers

Do you offer refunds for gift vouchers?

Unfortunately all gift vouchers are non-refundable.