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Coronavirus (covid-19)

Last updated: 5 April 08:50 GMT

On the 23rd March 2020, Prime Minister Boris Johnson issued an instruction for everyone to remain in their homes except for very limited purposes. Any customer due to depart for their holiday before 4th June 2020 can amend their booking now. 

During these difficult times the safety of our people, our customers and our property owners is of paramount importance to us. 

The situation is changing daily. We continue to follow guidance from the government, and we are keeping this page and our policies under constant review.

Find out more about the government’s guidance here: https://www.gov.uk/coronavirus

If you are due to travel on or before 4th June 2020, the easiest and quickest way to amend your booking is to email us on amendments@heartofthelakes.co.uk with your proposed new holiday dates. You will not be charged an amendment fee.

We are experiencing an unprecedented volume of enquiries, so please bear with us, we are working round the clock to respond to you as quickly as we can and are prioritising customers travelling prior to 14th April 2020. 

·       If you are travelling on or before 14th April 2020 see here

·       If you are travelling on or from 15th April to on or before 4th June 2020 see here

·       If you are travelling on or after 5th June 2020 or considering making a new booking see here

FAQ's

If you are travelling on or before 14th April 2020

1 - I’m due to travel before 14th April – which is during the government’s current ‘stay at home’ measures. What happens to my booking?

In line with government guidance, we have written to every customer due to travel before 14th April to ask them not to travel and to instead amend their travel dates. You will not be charged an amendment fee. Read our amendments policy here.

If you are unable to find a suitable date, we are working hard to facilitate a full credit to your Holiday Account (subject to the owner’s consent). Our owners are working with us in order to do this. 

This can be used at any of the properties available in our brand, for 24 months from the date of issue. This can be used to purchase multiple holidays until the account balance has been exhausted.

In the event you select a new date that subsequently falls within extended government-imposed travel restrictions, again there will be no amendment fee to amend your booking to a more suitable date.

As your contract is with the owner we are unable to provide full cash refunds. 

2 - I’m due to depart before 14th April 2020 and still want to go – is this possible?

No – you should amend your booking to ensure you comply with the latest government guidance to stay at home. 

Find out more here: https://www.gov.uk/coronavirus

3 - I’m due to travel before 14th April but the owner of my property isn’t agreeing to issue a credit note – why can’t you resolve this?

We are working closely with our property owners to do everything we can for our customers.

We are an agent for its holiday home owners, which means that we provide the booking and payment service along with customer service support. We are always here to support our customers and our owners, however the actual contract is between the holiday home owner and the customer.

We will apply an ex-gratia credit to your account representing the commission and fees associated with the booking. 

If an owner is unable to facilitate a credit, customers travelling before 14th April are still able to amend their booking online fee free.

4 - I’m trying to amend my travel dates, but my property isn’t available – what can I do?

In the event a property is not available for the dates a customer wishes to amend their booking to, we are asking customers to email us directly to see what we can do to help. 

Please email amendments@heartofthelakes.co.uk and we will do our best to help you. We are currently prioritising in order of date of departure, so please bear with us.

5 - Have you put your prices up in order to profit from these circumstances?

No. A very small number of properties will have seen price increases but this is part of our business-as-usual process, not in response to the Coronavirus outbreak.

6 - I’m amending my date of travel, but the price has increased / decreased – why?

Accommodation prices have always, and continue to be, seasonal. School holidays and bank holidays move annually, and this will also impact prices. 

Some of our customers who are looking to amend their travel dates may find they are quoted more if they’re booking when prices are higher because of the above. Others may find that their holiday is cheaper if travelling out of season.

Please ensure that when you are looking to amend your dates that you search for the same departure day. For example if you were due to travel on a Friday, please search for a Friday alternative to ensure that our system quotes you the correct price. 

If you find that a price has increased beyond what you would ordinarily expect then please email us at info@heartofthelakes.co.uk

7 - I’ve called / emailed / messaged on social media and haven’t had a response – why?

We are working around the clock to deal with an unprecedented volume of enquiries and are currently prioritising in order of date of departure, so please bear with us.

At times in order to deal with the volume of enquiries we have restricted or temporarily closed lines into our offices to allow our staff time to work through back logs.  We have aimed to minimise this disruption to our usual telephone availability. 

If you are due to travel prior to the 14th April, during the government ‘stay at home’ measures and need to speak to us, please email info@heartofthelakes.co.uk and we will do our best to help you. 

8 - How are you supporting your property owners at this time?

We are working closely with our property owners to support them through this extremely difficult period, reviewing our policies to offer greater flexibility and dealing with thousands of booking amends every week on their behalf.

9 - Are you charging cancellation fees to property owners?

No, if an owner decides to cancel a booking due to take place before 4th June 2020, we are not charging cancellation fees. We are advising that they help us to facilitate a credit to those customers whose holidays have been cancelled.

 

If you are travelling on or from 15th April to on or before 4th June 2020

1 - I’m due to travel on or from 15th April to on or before 4th June 2020– what can I do?

If you are due to travel on or before 4th June 2020, the easiest and quickest way to amend your booking is to email us onamendments@heartofthelakes.co.uk with your proposed new holiday dates. You will not be charged an amendment fee.

In the event you select a new date that subsequently falls within extended government-imposed travel restrictions, again there will be no amendment fee to amend your booking to a more suitable date.

Read our amendments policy here

2 - I’m trying to amend my travel dates, but my property isn’t available – what can I do?

In the event a property is not available for the dates a customer wishes to amend their booking to, we are asking customers to email us directly to see what we can do to help.

Please email amendments@heartofthelakes.co.uk and we will do our best to help you. We are currently prioritising in order of date of departure, so please bear with us.

3 - Have you put your prices up in order to profit from these circumstances?

No. A very small number of properties will have seen price increases but this is part of our business-as-usual process, not in response to the Coronavirus outbreak.

4 - I’m amending my date of travel, but the price has increased / decreased – why?

Accommodation prices have always, and continue to be, seasonal. School holidays and bank holidays move annually, and this will also impact prices. 

Some of our customers who are looking to amend their travel dates may find they are quoted more if they’re booking when prices are higher because of the above. Others may find that their holiday is cheaper if travelling out of season.

Please ensure that when you are looking to amend your dates that you search for the same departure day. For example if you were due to travel on a Friday, please search for a Friday alternative to ensure that our system quotes you the correct price. 

If you find that a price has increased beyond what you would ordinarily expect then please email us at info@heartofthelakes.co.uk.

Read our amendments policy here

5 - I’ve called / emailed / messaged on social media and haven’t had a response – why?

We are working around the clock to deal with an unprecedented volume of enquiries and are currently prioritising in order of date of departure, so please bear with us.

At times in order to deal with the volume of enquiries we have restricted or temporarily closed lines into our offices to allow our staff time to work through back logs.  We have aimed to minimise this disruption to our usual telephone availability. 

If you are due to travel prior to the 14th April, during the government ‘stay at home’ measures and need to speak to us, please email info@heartofthelakes.co.uk and we will do our best to help you. 

6 - How are you supporting your property owners at this time?

We are working closely with our property owners to support them through this extremely difficult period, reviewing our policies to offer greater flexibility and dealing with thousands of booking amends every week on their behalf. 

7 - Are you charging cancellation fees to property owners?

No, if an owner decides to cancel a booking due to take place before 4th June 2020, we are not charging cancellation fees. We are advising that they help us to facilitate a credit to those customers whose holidays have been cancelled.

 

If you are travelling on or after 5th June 2020 or considering making a new booking

1 - Are you accepting new bookings?

We are not accepting any new bookings for travel on or before 4th June 2020. 

If a customer books a holiday with us departing after 4th June 2020 and must subsequently amend their holiday date due to government-imposed travel restrictions, we will waive our usual amendment fees.

Read our amendments policy here

2 - I am due to travel on or after 5th June 2020 what happens if government-imposed travel restrictions are extended?

If government-imposed travel restrictions are extended and you must amend your holiday date, we will waive our usual amendment fees.