COVID-19 Frequently Asked Questions
Updated 5th January 2021
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.
There are links to the relevant devolved governments websites.
I have a 2020 Hotel Break for Two voucher (starting with "G42-20") due to expire on 31st March will this be extended?
Yes, please send us your full reference code via email to firstname.lastname@example.org and we will exchange your 2020 voucher with our new 2021 Hotel Break for Two voucher which is valid until 31st December 2021. We are experiencing a high volume of calls and messages so please allow up to 5 days for this to be processed and sent to you.
I have a monetary voucher starting with code "MHB", will this be extended?
If your voucher has an expiry date between 1st January 2021 and 31st March 2021 then we will extend your voucher automatically until 31st December 2021. There is no need for you to do anything at this time and the same voucher code applies. Please allow a few weeks for these to be processed.
I have another voucher not listed above, will this be extended?
If you have a voucher starting with codes - GGV-50, GGV-60, GGV-70, LUX-21, FAIR-21 or FAIR2-21 then please email us your full reference code and we can discuss the options with you.
I have a booking that might be impacted due to the new restrictions announced on 4th January, whats happening with that?
We have sent an email to everyone who has a booking that is impacted. As it stands we are cancelling all bookings up until 31st January however we are asking any people who are travelling for essential purposes to contact us.
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.
Am I allowed to go to other areas if there are travel restrictions in place?
Please note that ourselves and our hotel partners, in the fight against coronavirus asks that you ensure you are complying with current travel restrictions for your local area. Now that these restrictions come with legal enforcement across affected parts of the UK, we and the hotels reserve the right to cancel or refuse check-in to any guests who are deemed to be infringing these restrictions. Due to the advice on travel restrictions being updated on a regular basis you may be contacted at any time up to and including your intended arrival date with a view to ensuring that your booking should still proceed. Please call if you are uncertain as to whether or not you should be travelling to a particular hotel.
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 or due to travel restrictions being imposed 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.
Across many parts of the UK there are now mandatory restrictions in the UK that will prevent you from travelling on your break which you should familiarise yourself with. You can view details on any local restrictions on the government website here. Bookings that are required to be cancelled due to these travel restrictions can be cancelled free of charge and indeed may be automatically cancelled in areas with lockdowns in place. If you feel you have been wrongly charged the £5 fee then please get in touch and we will get things resolved for you.
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 email@example.com or send a message via Facebook messenger or Live Chat with your booking reference number
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?
Many parts of the UK are now seeing travel restrictions in place due to a localised spike in Covid cases. 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. We would ask all our guests to be responsible when considering if their booking is for one of the exempt reasons