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COVID-19 Frequently Asked Questions

Updated 14th October 2020

What are the latest COVID-19 restrictions?

As restrictions and advice are changing regularly we recommend viewing all the latest updates on the UK government website here

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 your 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. 

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. 

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.

Most spa and leisure facilities will now be open 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 you are due to stay to find out the latest information.

What happens if we are travelling as mixed households?

It is your responsibility to ensure that you are complying with current Covid regulations in your area and the area that you are travelling to. If your destination has restrictions which do not permit mixed households in indoor settings and you are sharing a room with someone from out-with your household then you are obliged to amend you booking to either a later date when hopefully the restrictions will no longer apply or to add extra rooms as required (and if available). Please be aware that the hotel reserves the right to refuse you accommodation if it is evident that any Covid rules are being infringed. As well as playing their part to assist in the prevention of spread of the virus, this also demonstrates to any inspectors or similar that the hotels are doing all within their powers to ensure rules are being complied with. We thank you in advance for your cooperation with this.

Can I cancel my booking free of charge?

As of the 1st July 2020 we have reintroduced our £5 cancellation fee for bookings cancelled 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.

What happens if I cannot make my stay due to Covid-19 restrictions?

If you are unable to make your stay due to self-isolating or travel restrictions have been put in place in your area or intended destination, you can amend your booking free of charge to an alternative date. 

As it stands there are no restrictions in the UK that will prevent you from travelling on your break. You can view details on any local restrictions on the government website here.

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 2021 due to the current circumstances. This includes our Hotel Break for Two vouchers

Do you offer refunds for gift vouchers?

Unfortunately all gift vouchers are non-refundable.

What happens if the area my hotel is in goes in to lockdown?

We may from time to time receive government advice that, due to a localised spike in Covid cases, a specific region or regions are being placed under lockdown restrictions which involves travel limitations in and out of the affected area and/or a closure of particular business types including hotels. To comply with our business obligations and in the interests of customer health and safety, we would automatically cancel any bookings for hotels within that area. Should your hotel fall within that area, you will receive a notification email of your booking being cancelled and we would encourage you to contact us to rearrange the date of your stay or the location to another area.

What happens if I reside in a region which is locked down but I am due to travel on a hotel break imminently?

If you are in a region which has had locked down measures imposed involving travel restrictions and you have a booking with us that is due to travel within the affected time period then we will contact you about your booking to see about potentially moving to an alternative date etc. Travel for essential purposes, such as work that cannot be done from home, education or for medical treatment, is still permitted so please just advise us if this is applies to your booking.

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.