Your Stay

Coronavirus – Information and Advice Regarding your Holiday Booking

For all our valued guests, past, present and future, thank you for your continued support during this unprecedented situation we find ourselves in. The Coronavirus pandemic is causing massive disruption worldwide but just like businesses everywhere we are adapting to find our way through it with the minimum of disturbance and upset to our guests, whilst keeping everyone, including all our staff and owners safe.

We need to keep the wheels moving, and I’m sure when this crisis is over, we will all need a holiday!

In the light of the advice provided by our government, we have created a Special Holiday Amendment Policy which is applicable to the majority of our holiday properties (see ‘exclusions’ in the policy, below).  This allows our customers with holidays ending anytime up to 3rd July 2020 the option to defer their holiday to a later date subject to the property owners’ approval.

I’m sure you already know that all of our luxury holiday properties are privately owned, and I’m proud and humbled by the consideration of our owners to ensure that wherever possible, their guests aren’t penalised for these events that are totally outside of all of our control.  It’s important to remember that for all of our owners, their holiday cottage is their business providing much needed income – often their only source of income – so we all need to find a way through this crisis to come through the other side still in business.

Please don’t be put off booking a holiday for later in the year or next year – I’m sure we will all need a holiday by the time this awful crisis has passed.  If  the Government restrictions continue by the time your holiday comes around, we will retain a similar level of flexibility for you to defer your holiday, as we are offering our guests with upcoming holidays now.  So you can book with confidence and have something wonderful to look forward to.

If you are considering booking for 2021, please be aware that with so many bookings for the next 3 months being deferred to next year, availability for some dates is already limited.  Book online 24hrs/day for instant reservation.   Our office is open Mon-Fri 9-6pm and Sat-Sun 10-4pm.  Email us at any time.

IF YOU NEED TO CALL US:  As a result of the Coronavirus pandemic, all our staff are working remotely from their homes from Tuesday 24th March onwards. They’re able to make outgoing calls but not accept incoming calls for the time being until we can get calls routed to them.  Consequently if you call us, it will ring for a while then go to voicemail, do leave a message as it comes through to us via email for us to be able to pick up and return your call.  Please bear with us however, as we’re currently dealing with thousands of voicemails and emails right now, so we’re having to prioritise them.  Thank you for bearing with us, we’ll get back to you as soon as we possibly can.

If you have already contacted us by telephone or email, we will be back in touch with you direct soon to discuss your options.  Please bear with us, as I’m sure you can imagine we have an exceptional volume of calls and emails to deal with and are just a small team, but we are working as quickly as we can.

If you have a holiday booking ending on or before 30th April 2020:

On 23rd March 2020, the Government issued an unprecedented order that everyone must stay at home due to the Coronavirus pandemic with few exclusions.  Holiday lets were ordered to close (with minimal exclusions) up until 13th April 2020.  This means that if you were due to stay in one of our holiday properties anytime up until this date, you will unfortunately be unable to stay as planned.

Travel Insurance
Please refer to your travel insurance policy in the first instance to find out if you are covered for cancelling your holiday before contacting us.  If you have insurance cover and you are covered under their terms, please make a claim, our team is here to help provide you with whatever information you need to make the claim.

Booking Protect – Cancellation Protection
If you have purchased Booking Protect Cancellation Protection from us and you are covered by their terms, please make a claim before contacting us.  You will be refunded if you or any of your immediate family contracts COVID-19 and this is supported with a doctor’s note stating you should not travel to the holiday property.   If you or any in the party booked into the holiday property is in a high-risk group and they receive advice from a doctor supported with a doctor’s note not to travel to a certain area then a refund will be paid.   They will NOT issue refunds where a customer does not attend the holiday because they are concerned about catching the Coronavirus.  If you are eligible to claim a refund you must contact them direct to make a claim before cancelling your holiday with us.  Contact Booking Protect at info@bookingprotect.com and make a claim online via their Refund Application webpage.

If you do not have insurance or cancellation protection cover, please contact us and we will be pleased to arrange the deferral of your holiday to a later date, anytime up to 31/12/21 subject to availability (see terms below).

If you are not able to travel at any any other time, or are unable to decide on dates right now, we can provide a voucher to the full value of your holiday to use once you decide when you would like to stay.

In exceptional cases, where you do not have insurance or cancellation protection cover and are unable to defer your dates, we will offer a refund.

 

If you have a Holiday Booking ending between 1st May and 3rd July 2020:

Your holiday booking is subject to our Booking Conditions.  However in light of the current advice of the government we have created a Special Holiday Amendment Policy for the vast majority of our holiday properties, which we detail below.

Travel Insurance
Please refer to your travel insurance policy in the first instance to find out if you are covered for cancelling your holiday before contacting us.  If you have insurance cover and you are covered under their terms, please make a claim, our team is here to help provide you with whatever information you need to make the claim.

Booking Protect – Cancellation Protection
If you have purchased Booking Protect Cancellation Protection from us and you are covered by their terms, please make a claim before contacting us.  You will be refunded if you or any of your immediate family contracts COVID-19 and this is supported with a doctor’s note stating you should not travel to the holiday property.   If you or any in the party booked into the holiday property is in a high-risk group and they receive advice from a doctor supported with a doctor’s note not to travel to a certain area then a refund will be paid.   They will NOT issue refunds where a customer does not attend the holiday because they are concerned about catching the Coronavirus.  If you are eligible to claim a refund you must contact them direct to make a claim before cancelling your holiday with us.  Contact Booking Protect at info@bookingprotect.com and make a claim online via their Refund Application webpage.

Cottages Exempt from our Special Holiday Amendment Policy
There are a very small number of cottages where the owners have chosen to be exempt from our Special Holiday Amendment Policy.  We will advise you if your holiday is affected by this.  In these situations we will contact the cottage owners on a case by case basis to find out what they may be able to offer.  They are endeavouring to accommodate requests for deferrals but may not be able to do so in some cases and they may be subject to some limitation.

 

The vast majority of our holiday properties are however covered by the Special Holiday Amendment Policy.  This is for holidays ending on or before 3rd July 2020, you have the following options:

You have the option to DEFER your holiday to a later date:

You can defer your holiday to commence on any date up to 31st December 2021 at the same property. If the dates chosen are in a higher-priced season, you will need to pay the difference. If the dates are priced lower for the same holiday length, we are not able to refund the difference.  The length of your holiday needs to be the same or longer, we cannot reduce the rate if you choose to stay for less days.  You must confirm your new dates within 7 days of requesting a deferral, they cannot be held any longer than this, unconfirmed.

This option is available whether you have only paid a deposit as yet or paid in full. For those that have only paid a deposit at this stage, their final balance will be deferred to be required 8 weeks before the new holiday start date. Our cancellation administration fee will be waived in this situation for all holidays that are deferred.  You will not be able to defer the holiday a second time, our existing cancellation policy will apply to the new dates.

OR

You have the option to CANCEL your holiday:

If you have paid your holiday in full, we will attempt to re-let the original dates of your holiday. If the original dates of your holiday re-book, you will receive a refund of the accommodation cost of the replacement booking, as per our regular cancellation policy.  However, if by the original arrival date of your original holiday those dates have not re-booked, we will provide a 30% refund of your accommodation cost and the remainder will be non-refundable.  We regret the booking fee and any other extras are non-refundable.

If you have paid your deposit only at this stage, but not your final balance, you will not be liable to pay your final balance if you choose to cancel your holiday. If the original dates of your holiday rebook, you will receive a refund of your deposit, minus the booking fee. However, if by the original arrival date of your original holiday those dates have not been re-booked, we will regrettably not be able to offer a refund. Therefore, we would encourage you to consider a deferral to ensure minimal loss to you.

 

For all holidays commencing on or after 3rd July 2020, our existing Booking Conditions and Cancellation Policy applies.  Naturally, we will be looking at the situation on a daily basis and will make changes if and when necessary.

As we are all aware, the Government are reviewing the restrictions being placed on people and businesses on a daily basis.  We reserve the right to alter our policies in line with the restrictions that affect our business.

If you are planning on booking a holiday:

If you are looking to book a holiday for dates within the next 3 months, the current advice from the government with regard to the Coronavirus pandemic is to restrict non-essential travel.  However there is currently no ban or lock-down in our area and our cottages are still operating at this time – albeit with enhanced cleaning regimes in place in our already immaculately clean cottages.

Northumberland is a dramatically beautiful and sparcely-populated county, with huge sandy beaches stretching for miles and fabulous scenery, so if you travel to your cottage in your own vehicle from home and expect to enjoy the cottage, dining in and enjoying Netflix without going out to pubs and restaurants, but with lovely walks in the vast open air, then the decision is yours and we will very much welcome your booking, which supports both us and the owner of the cottage through these very difficult times.

We don’t at this stage anticipate there being continued disruption for holidays starting from  July.  The situation could change quickly of course and we will adapt our policies as it develops.  For holiday bookings from July onwards, at this stage we are hoping for minimum or no restrictions, but of course the situation could change quickly as the pandemic develops, with changes happening daily, but we continue to be guided by government policy and advice.

As detailed above we have adapted our cancellation policy to help our customers as much as we can to avoid losing their holiday.  This flexible policy will be in place until 2nd July, however if the restrictions continue beyond this time, we will continue with this temporary policy for as long as necessary to support our customers and property owners.

Please either email us or call us on 01665 710 700 if you wish to defer or cancel your holiday, or for any other advice regarding your holiday booking.

If you would like to book with us, we have full availability and prices shown online and you can book securely via our website, when the dates will be instantly reserved for you.

Thank you for working together with us, we very much appreciate your custom and loyalty and look forward to welcoming you to beautiful Northumberland soon.

 

The Safety and Welfare of our Guests and Employees

We take the safey and welfare of our guests and employees extremely seriously, and we’re complying with the latest government guidelines regarding the Coronavirus

  • All our staff are required to thoroughly wash their hands upon entry to all our offices and holiday properties and wash them frequently throughout the day
  • Our cleaning staff are already superstars when it comes to keeping our holiday properties and offices immaculately clean – it’s what we’re renowned for after all. However they have been issued with detailed guidelines from the NHS on the additional measures needed to ensure all our properties are adequately sanitised, taking extra precautions to ensure all surfaces and places frequently touched such as handles, appliance controls, keysafes, etc. are thoroughly cleaned and sanitised.
  • Our holiday properties have always included a range of cleaning products, including anti-bacterial sprays, hand soaps, cloths and equipment, and this is unchanged. So as our guest you have access to plenty of these to keep your personal surroundings clean throughout your holiday.
  • All non-essential meetings have been cancelled and replaced with phone calls and email correspondence.
  • Where it’s possible and practical to do so, we will have as many staff as possible working from home.
  • We are monitoring the health of our staff very closely.  Whilst there have been no reports of Coronavirus across our workforce or amongst our holiday property owners or their staff, we’ll ensure that any employee that does present with symptoms will self-isolate at home for the recommended two-week period.
  • if you’re feeling unwell and have an upcoming holiday booked with us, call or email us and we will happily defer your dates until later in the year or next year with no penalty.

We look forward to welcoming you to beautiful Northumberland soon,

Coquet Cottages

Coquet Cottage - Coronavirus Information

Warkworth

Coquet View at Warkworth

Sleeps: 6 2 Dogs

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Warkworth

Magdalene House in Warkworth

Sleeps: 6 2 Dogs

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Warkworth

The Bridge Barn at Warkworth

Sleeps: 4 2 Dogs

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