Coronavirus (Covid-19) Update

Coronavirus (Covid-19) Update

Legislated localised UK Covid-19 measures

If your booking is due to start before 15th October 2020 and you are unable to travel to the property due to legislated localised UK Covid-19 measures, or the property is located in an area affected by these, please contact us on 015394 88855 to discuss the options available to you. Impacted customers will be able to request a change to their holiday dates, with no amendment fee; or to receive a full cash refund*, if preferred.

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

We are experiencing high volumes of contacts, we thank you for your patience. Please only get in touch if you are impacted by a legislated localised lockdown and are due to depart in the next 21 days.

If your booking is due to start after 15th October 2020 and you believe your booking will be affected by current UK measures please. bear with us. We are constantly reviewing our date bands and these will be extended, following any updates to 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 Lakelovers as an Agent on behalf of the Owners. Lakelovers is happy to make an ex gratia payment covering commission and fees, as a gesture of goodwill and not because of any legal obligation to do so.

Last updated: 30th September 2020

 


 

‘Rule of Six’

Our policy is that any customer with a booking affected by the latest ‘Rule of Six’ government announcement about social gatherings in England may either rearrange to new dates in 2020 or 2021, with no amendment fee; or receive a full cash refund* if preferred. This can be done by emailing us at [email protected]. Please ensure that you include booking reference & preferred option.

This policy currently applies to bookings with a party size of seven or more guests due to start before 25th November 2020. 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: England, Scotland, Wales, Northern Ireland.

At present, there is currently no official end date to the ‘Rule of Six’. This means that this may be relaxed by the government at any time. Accordingly, at this time, we will therefore prioritise delivery of the options to customers for bookings due to take place between 14th September 2020 and 25th November 2020. We call this our “Current Review Period”. Other date bands and review periods will be reviewed/extended by Lakelovers, following any updates to government guidance.

To put your mind at ease, please note that, if your booking is impacted by the ‘Rule of Six’, we will make refunds* (if this is the chosen option) in a ‘starting date’ order. With that in mind, we politely request that you do not cancel your booking or chargeback to your payment card for these reasons as this creates further delays and unnecessary administration in processing refunds.

 

What should you do if you think your booking is impacted?

If your holiday has been affected based on our current review period outlined above, please email [email protected] to either rearrange your booking or request a refund. We are working through refunds as quickly as possible.

Normal terms and conditions apply if a booking is cancelled and travellers will not be eligible to rebook or receive a refund.

*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 Lakelovers as an agent on behalf of the Owners. Lakelovers 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 September 2020

 


 

National UK lockdowns

We have now contacted all customers affected by the national UK lockdown who are entitled to a cash refund for their booking. We are working hard to process these refunds as quickly as possible.

If your booking was made through booking.com or Airbnb and you believe you may be entitled to a refund, please contact them directly:

Normal terms and conditions apply to all future bookings. Please refer to the Booking Terms for further information and for information about cancellations and refunds.

We appreciate that some guests may have bookings that are impacted by other legislation and government guidance which is constantly being reviewed and updated by the government. Before deciding whether to travel, customers should ensure they have checked and understood the relevant legislation and government guidance that is applicable to their party, party make-up and locale of a booking.

We continue to follow guidance from the various country governments, and we are keeping this page and our policies under constant review.

Thank you for your patience.

Last updated: 31st July 2020

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