Coronavirus (Covid-19)  - customer information 

Chapel Cottage's response to Coronovirus

We would like to reassure guests and potential guests, that our team have your safety and your enjoyment of your holiday at the centre of our response to this unprecedented outbreak.  

We understand that the current situation with Coronavirus (Covid-19) is causing uncertainty for guests with holidays booked in the coming months. The situation is changing extremely quickly, with the government this afternoon (16 March) asking Britons to stop "all unnecessary travel" and to stay away from pubs and restaurants.

Please note that we have taken the decision to not take any new booking before Easter 2020 due to the government's current travel advice.  We thank you for your continued support, during this difficult time, for the all those involved in the hospitality sector.

 

We will do our best to answer your questions with our responses outlined below.  We will review the government's advice and our response regularly and follow guidance issued by the Government.

We have outlined our cancellation policy, and what we are doing at the cottage to prioritise the safety & health of our guests. 

Cleaning

Hygiene at Chapel Cottage has always been a priority. in response to recent events, our Housekeeper has been given additional time between guests to clean.  This does mean that early check-ins will not be available.  

Particular attention will be given to key areas including door handles, television controls, light switches etc. which will be treated with cleaning substances known to kill viruses.  

All bed linens will be cleaned at 60 degrees or more.  Our Housekeeper is using anti-bacterial hand gel frequently throughout the day (including before and after changing beds).  

We are also considering reducing our welcome pack contents as some guests have chosen not to use supplies we have provided and opted to bring their own in recent days.  Some of our local suppliers have also restricted what we are able to purchase.

Cancellations

 

What if the government does introduce travel bans meaning guests wouldn’t be able to go on holiday?

In light of the current situation we will do everything we can to assist you with your upcoming holiday. We are waiving any amendment fees for those guests who are due to stay in one of our properties between now and 30th April and need to change the date of their holiday.  However, should you wish to cancel, we recommend speaking with your travel insurance.  Should you cancel more than 60 days before arrival, we will issue a full refund.  If you cancel more than 30 days before we will issue a 50% refund.  If you cancel with less than 30 days before arrival we will issue a 25% refund.  

Can you guarantee the cottage have been appropriately cleaned? 

We cannot and do not guarantee Chapel Cottage will be free from infection, however, please be assured that our cottage is cleaned and maintained to a high standard.
 
Will you allow us to move our booking to later in the year or to next year? 

In light of the current situation we will do everything we can to assist you with your upcoming holiday. We are waiving any amendment fees for those guests who are due to stay in one of our properties between now and 30th April and need to change the date of their holiday.  We are very happy to move bookings with a 12 month window.

These are challenging times for us all, and we will do our best to accommodate any requests to move your booking, existing bookings not withstanding.

What would happen if a guest staying at Chapel Cottage before my party were to contract Coronavirus and have to self-isolate in the property? 

We would try to assist you in finding alternative accommodation, however if this was not possible we would offer you a full refund or alternative dates at an equivalent value.


What happens if I or one of my party have to cancel our holiday because of self-isolation? 

In light of the current situation we will do everything we can to assist you with your upcoming holiday. We are waiving any amendment fees for those guests who are due to stay in one of our properties between now and 30th April and need to change the date of their holiday.  However, should you wish to cancel, we recommend speaking with your travel insurance.  Should you cancel more than 60 days before arrive, we will issue a full refund.  If you cancel more than 30 days before we will issue a 50% refund.  If you cancel with less than 30 days before arrival we will issue a 25% refund.  


What happens if I am advised not to travel by a medical practitioner? 

In light of the current situation we will do everything we can to assist you with your upcoming holiday. We are waiving any amendment fees for those guests who are due to stay in one of our properties between now and 30th April and need to change the date of their holiday.  However, should you wish to cancel, we recommend speaking with your travel insurance.  Should you cancel more than 60 days before arrive, we will issue a full refund.  If you cancel more than 30 days before we will issue a 50% refund.  If you cancel with less than 30 days before arrival we will issue a 25% refund.  

 
What happens if I want to cancel because I am worried about catching Coronavirus? 

At present there are no government travel restrictions in place, however the government is recommending Britons stop "all unnecessary travel" and to stay away from pubs etc. and as such, our normal.    terms and conditions apply.

We are waiving any amendment fees for those guests who are due to stay in one of our properties between now and 30th April and need to change the date of their holiday.

What happens if I need to cancel my holiday because I catch Coronavirus?

In light of the current situation we will do everything we can to assist you with your upcoming holiday. We are waiving any amendment fees for those guests who are due to stay in one of our properties between now and 30th April and need to change the date of their holiday.  However, should you wish to cancel, we recommend speaking with your travel insurance.  Should you cancel more than 60 days before arrive, we will issue a full refund.  If you cancel more than 30 days before we will issue a 50% refund.  If you cancel with less than 30 days before arrival we will issue a 25% refund.  

Hoping you all stay safe and well.  If you have any questions, then please do get in touch.  

Best wishes, Ian & Helen.