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Coronavirus (covid-19)

Updated 30 October 2020 16:28

If your booking is for a property in England and is affected by the ‘Rule of Six’ in England  

If your booking is for a property in England and is due to start between 13th October 2020 and 23rd December 2020 and your party are unable to travel due to the ‘Rule of Six’ legislation, you may either rearrange to new dates in 2020 or 2021, with no amendment fee; or receive a full cash refund* if preferred.

This policy currently applies to bookings with a party size of seven or more guests. It is your responsibility to understand whether your booking is affected and whether or not you are able to travel. The latest government information can be found here: England.

 

If you live in an area in England categorised by the government as ‘Very High’ or are due to stay at a property in England located in an area categorised as ‘Very High’

If you live in an area categorised as ‘Very High’, or are due to stay at a property in an area categorised as ‘Very High’, you may not be able to travel. You can check the coronavirus restrictions in your area here. Dependent on the start date of your booking you may either rearrange your booking to new dates in 2020 or 2021, with no amendment fee by emailing amendments@heartofthelakes.co.uk; or receive a full cash refund* if preferred by emailing refund@heartofthelakes.co.uk

• You are travelling from Liverpool City Region between 13th October 2020 and 11th November 2020; or

• You are travelling from Lancashire between 17th October 2020 and 13th November 2020; or

• You are travelling from Greater Manchester between 23rd October 2020 and 20th November 2020.

• You are travelling from Sheffield City Region between 24th October 2020 and 21st November 2020.

• You are travelling from Warrington between 27th October 2020 and 24th November 2020.

• You are travelling from Nottinghamshire between 29th October 2020 and 26th November 2020.

• You are travelling from West Yorkshire between 2nd November and 30th November 2020.

We are working through refunds as quickly as possible.

If your booking is due to start after the dates listed above and you believe your booking will be affected please bear with us, these FAQ’s will be continuously updated as we review our date bands in line with English government guidance. 

 

If you live in an area in England categorised by the government as ‘High’ or are due to stay at a property in England located in an area categorised as ‘High’  

If your booking is due to start between 13th October 2020 and 2nd December 2020 and you live in an area categorised as ‘High’, or are due to stay at a property in an area categorised as ‘High’, please contact us to discuss the options available to you. Impacted customers, whose bookings are unable to go ahead due to the government measures for ‘High’ local COVID alert areas in respect of the party mix (single households only), will be able to request a change to their holiday dates, with no amendment fee by emailing amendments@heartofthelakes.co.uk; or receive a full cash refund* if preferred by emailing refund@heartofthelakes.co.uk

If you are unable to travel because the size of your party is more than six, please refer to the ‘Rule of Six’ guidance above.

We are experiencing high volumes of contacts, we thank you for your patience.

If your booking is due to start after 2nd December 2020 and you believe your booking will be affected by current UK measures please bear with us, these FAQ’s will be continuously updated as we review our date bands in line with government guidance.

 

If you live in an area in England categorised by the government as ‘Medium’ or are due to stay at a property in England located in an area categorised as ‘Medium’

Please refer to the ‘Rule of Six’ guidance above

 

*Please note that the cash refunds offered under this policy for rental charges are made by the Owner of the property and facilitated and offered by Heart of the Lakes as an Agent on behalf of the Owners. Heart of the Lakes is happy to make an ex gratia payment covering our commission and fees, as a gesture of goodwill and not because of any legal obligation to do so.  **This policy currently applies to bookings with a party size of seven or more guests. As legislation varies between England, Scotland, Wales and Northern Ireland, it is your responsibility to understand whether your booking is affected and whether or not you are able to travel. The latest government information can be found here: EnglandScotlandWalesNorthern Ireland.

 

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If you are travelling to or from Wales 

If your booking is affected by the Welsh National Lockdown  

From 18:00, Friday 23rd October 2020, Wales will enter a National Lockdown until Monday 9th November 2020. 

If you live in Wales and are due to travel to a property outside of Wales during this period, you will not be able to travel.  

If you are unable to go ahead with your booking you may either rearrange your booking to new dates in 2020 or 2021, with no amendment fee by emailing amendments@heartofthelakes.co.uk:  or receive a full cash refund* if preferred by emailing  refund@heartofthelakes.co.uk 

 

If your booking is affected, we would ask that where possible you please make your choice prior to your booking start date and by 9th November 2020 at the latest. 

We are working through refunds as quickly as possible 

If your booking is due to start after 9th November 2020 and you believe your booking will be affected please bear with us, these FAQ’s will be continuously updated as we review our date bands in line with Welsh government guidance.  

 

If your booking is affected by the Welsh travel ban  

From 18:00, Friday 16th October 2020, people living in areas with a high prevalence of coronavirus in England, Scotland and Northern Ireland will not be able to travel to Wales.  

People living in Wales will also not be able to travel to areas with a high prevalence of coronavirus in England, Scotland and Northern Ireland.  

The current list of affected areas can be found here (page 9 onwards): View here

If your booking is due to start between 16th October 2020 and 22nd October 2020 and you are unable to travel because of this legislation, you may either rearrange your booking to new dates in 2020 or 2021, with no amendment fee by emailing amendments@heartofthelakes.co.uk:  or receive a full cash refund* if preferred by emailing  refund@heartofthelakes.co.uk 

We are working through refunds as quickly as possible 

If your booking is due to start on or after 23rd October 2020 please see above information regarding the Welsh National Lockdown. 

Updated 19th October 2020

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If you are travelling from Scotland

If you live in an area of Scotland categorised by the Scottish Government as ‘Protection Level 3’

If you live in an area categorised as ‘Protection Level 3’, or are due to stay at a property in an area categorised as ‘Protection Level 3’, you may not be able to travel. You can check the coronavirus restrictions in your area here.

If your booking has a start date between 2nd November 2020 and 2nd December 2020 you may either rearrange your booking to new dates in 2020 or 2021, with no amendment fee by emailing amendments@heartofthelakes.co.uk:  or receive a full cash refund* if preferred by emailing refund@heartofthelakes.co.uk

We are working through refunds as quickly as possible.

If your booking is due to start after 2nd December 2020 and you believe your booking will be affected please bear with us, these FAQ’s will be continuously updated as we review our date bands in line with Scottish Government guidance.

If you live in an area of Scotland categorised by the Scottish Government as ‘Protection Level 2’

If your booking is due to start between 2nd November 2020 and 2nd December 2020 and you live in an area categorised as ‘Protection Level 2’, or are due to stay at a property in an area categorised as ‘Protection Level 2’, please contact us to discuss the options available to you. Impacted customers, whose bookings are unable to go ahead due to the Scottish Government’s measures for ‘Protection Level 2’ in respect of the party mix (no in-home socialising), will be able to request a change to their holiday dates, with no amendment fee by emailing amendments@heartofthelakes.co.uk:  or receive a full cash refund* if preferred by emailing refund@heartofthelakes.co.uk

We are experiencing high volumes of contacts, we thank you for your patience.

If your booking is due to start after 2nd December 2020 and you believe your booking will be affected please bear with us, these FAQ’s will be continuously updated as we review our date bands in line with Scottish Government Guidance.

If you live in an area of Scotland categorised by the Scottish Government as ‘Protection Level 1’.

For bookings impacted by ‘Protection Level 1’, please bear with us, these FAQ’s will be continuously updated as we review Scottish Government guidance.

If you live in Scotland and are affected by the ‘no household mixing rule’ (only one household or extended household can travel)

If your booking is due to start on or before 1st November 2020 and you live in Scotland or your booking is for a property in Scotland, you may be affected by the ‘no household mixing rule’ (only one household or extended household can travel) in Scotland.

Impacted customers, whose bookings are unable to go ahead due to the ‘no household mixing rule’ (only one household or extended household can travel), will be able to request a change to their holiday dates, with no amendment fee by emailing amendments@heartofthelakes.co.uk:  or receive a full cash refund* if preferred by emailing refund@heartofthelakes.co.uk

Where we do not hear from you, we will assume you wish to keep your booking and are able to travel.

If your booking is due to start on or after 2nd November 2020 and you believe your booking will be affected by current UK measures please bear with us, these FAQ’s will be continuously updated as we review our date bands in line with government guidance.

If your booking is for a property in Scotland and is affected by the ‘Rule of Six’ in Scotland

If your booking is for a property in Scotland and is due to start on or after 13th October 2020 to on or before 2nd December 2020 and your party are unable to travel due to ‘Rule of Six’ legislation in Scotland, you may either rearrange to new dates in 2020 or 2021, with no amendment fee by emailing amendments@heartofthelakes.co.uk:  or receive a full cash refund* if preferred by emailing refund@heartofthelakes.co.uk

Where we do not hear from you, we will assume you wish to keep your booking and are able to travel. It is your responsibility to understand whether your booking is affected and whether or not you are able to travel.

If your booking is due to start after 2nd December 2020 and you believe your booking will be affected by current UK measures please bear with us, these FAQ’s will be continuously updated as we review our date bands in line with government guidance.

*Please note that the cash refunds offered under this policy for rental charges are made by the Owner of the property and facilitated and offered by Heart of the Lakes as an Agent on behalf of the Owners. Heart of the Lakes is happy to make an ex gratia payment covering our commission and fees, as a gesture of goodwill and not because of any legal obligation to do so.

Last updated: 30th October 2020