Updated: 27th March, 2020
Following the UK Government announcement on the 23rd March 2020, please see our latest update below:
– If your booking commences between the 24th March 2020 and the 14th April 2020, we will have already contacted you.
– We will continue to not accept any new bookings for holidays starting prior to the 4th May 2020 or such later date as per UK government requirements. We are accepting bookings from Key Workers in order to provide support, subject to following UK Government guidelines
– We advise that you do not travel before the 30th April 2020. We will be in contact with guests with holidays starting prior to this date, advising them on their options.
We hope we can answer your important questions with the information we have provided below. Thank you for your patience and understanding.
I am a Key Worker; am I welcome to stay?
Our self-catering apartments are open to key workers, we want to ensure they have a comfortable place to stay should they need to.
As part of the measures to prevent the spread of coronavirus, certain businesses, including retail selling non-essential goods, and other venues must close. Hotels, hostels and B&Bs going about normal business are included. Then Cove apartments are Self Catering and do not fall into these categories.
However, there are exceptions such as providing accommodation to key workers and vulnerable people.
I am due to come on holiday before the 13th April 2020. How do I proceed?
Following the UK Government statement on 23rd March 2020, you are no longer able to travel toyour self-catering apartment if the dates fall between the 24th March 2020 and the 14th April 2020. Please ensure you cancel any travel arrangements. Although we understand this must be disappointing, this decision has been made to protect you, our housekeepers and the wider community. In the current circumstances we don’t want you to worry about your bookings with us and we will be in touch. Thank you for your patience& understanding.
I have a booking with you and due to arrive between 13th April 2020 – 30th April 2020, what do I do?
Although we are not in a position to enforce travel restrictions set out in theUK government guidelines, we are strongly advising that you do not travel in these circumstances. Therefore, we will accept amendments of dates within 12 months of your original holiday dates. Any seasonal price changes will be waived. We will be contacting all guests to inform them on how to amend these dates.
I have a booking commencing after the 30th April 2020. What shall I do?
We are aware of the uncertainties. However, we are currently responding to holidays on a date priority basis and in line with the government’s changes in terms. Therefore, we ask you to please be patient and we will contact you as soon as possible.
What is your refund policy?
If you have made a reservation, you would have received a confirmation email at the time of booking that indicates if your booking is non-refundable, we will however help in any way we can to postpone your trip to a date that will suit you in the near future. Please contact us at hello@thecovecornwall.co.uk to arrange this with us. Rescheduling your trip will be subject to available dates and within a reasonable time limit. We are open to allow bookings to be extended for 12 months.
If I do have insurance will I be covered still if I move my holiday dates?
Please contact your insurance company for more information, we do not have any further information when it comes to making a claim.
Heath & Hygiene?
We take great pride in maintaining the highest standards of cleanliness and hygiene. In response to the coronavirus, we have taken additional measures developed in consultation with global and local public health authorities (including the WHO and CDC) to make our cleaning and hygiene protocols even more rigorous:
How do I get in touch?
Please contact us by email sending all your enquiries through to hello@thecovecornwall.co.uk we will do our best to reply within a timely manner to ensure you are fully informed with any other information you need.
