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COVID 19 | Customer FAQs

Published: Friday 20th March 2020

Updated: Thursday 25th June 2020

Guidance for Guests

Thank you so much for your patience and support over the last few months. We hope that you are well and looking forward to your holiday in Devon. We have now had a date confirmed from the government that bookings from Saturday 4th July onwards can go ahead as planned. We are now working with our owners and caretakers to safely open up the properties to ensure you feel welcomed and safe when you arrive.

Adjustments to how we liaise with our guests- what’s changed?

We will be contacting you more regularly with updated arrival details, links on things to do and where to eat, departure checklists and other relevant information before, during and after your stay.

Will pubs and restaurants be open when I come on holiday?

It is a pleasure to see all our family favourite eateries, shops and attractions open or preparing to open in July ready for when we welcome our first guests. There may be some queues and you will have to ensure you book in advance. Please plan  your days before hand. We have put together a list of places you can get food and a list of our family favourites. There are direct links to their websites with up to date information and contact details. Please click the following links for more information and days out and dining in: 

What extra cleaning procedures have been put in place to ensure the property has been sanitised between guests?

We have produced detailed information for our caretakers and homeowners with the help and guidance from PASC UK (Professional Association of Self- Caters UK) to enable us welcome you on holiday safely. The information contains guidelines on how the properties are being maintained safely in the context of COVID-19, and how to reduce the risk of spreading the virus. As an agent we have a duty of care to work with our owners, guests even where specific legislation does not exist. Between us we now have a public health responsibility to ensure our accommodation is clean, not only to the eye, but also that any potential virus is removed to the best of our ability to prevent any spread. We have provided our owners and caretakers with opening up and changeover cleaning checklists as well as detailed information on what new strategies need to be used. There is a particular focus on sanatising high touch points such as key safes, keys, door handles & light switches. Each property has been risk assessed and each risk assessment is in the process of being passed onto our owners and caretakers before the first arrivals.  

Can you guarantee the property is COVID free?

While we cannot guarantee that the properties are 100% COVID free when you stay with us but we have done everything we can to ensure the risk is minimal when staying in one of our properties. Staying in a self-catering property that has been cleaned within the guidelines is deemed much lower than visiting the supermarket

Have the departure and arrival times changed?

Due to there being no requirement to leave a property empty for 72 hours we have made a professional judgement to adjust the departure and arrival times to a 9am departure and a 5pm arrival instead of 10am departure and a 3pm arrival. This will allow our caretakers and owners more time for changeovers and therefore ensuring the property is cleaned and sanitised accordingly.

Will I notice anything different within the property when I arrive?

You may notice that the properties have been decluttered to ensure there are not too many non- essential high contact items such as DVDs, board games, visitor books, leaflets and bed throws. We recommend that you bring your games, books and DVD’s on holiday with you. Welcome trays will not be provided for the time being and we kindly ask you bring your own tea and coffee. There will be a starter pack of washing up liquid, jay cloth, sponge, dishwasher tabs, bin bags and loo roll.

What to do if you are ill and experience COVID 19 symptoms while on holiday with us?

Please contact us on the emergency mobile number given in your arrival details and we will be able to help you. Guests showing signs of COVID 19 whilst staying at one of our properties are required to go for a test at the nearest test centre in Exeter. The result of this test must be shown to Sweetcombe Cottage Holidays. If positive then the guest must immediately leave if this is reasonably possible, if for any reason that it is not and self-isolation is required to take place at the property then all fees for all bookings affected by this self-isolation will be borne by the guest.

I am due to come on holiday after the 4th July; am I still able to transfer my booking?

We are pleased to be able to welcome you safety and in line with the government guidelines from 4th July onwards. Due to their being no government travel restrictions in place after this date our standard cancellation procedure applies for any guests who wish to cancel their bookings after this date. Please see our cancellation scheme here.

Thank you and best wishes,

The Sweetcombe Team

Keeping you up to date & links to further guidance

We will of course be keeping you up to date with any changes and have provided you with links for further guidance. Please do contact us if you have any questions

Disclaimer  This is guidance only, and we make no representations or warranties of any kind, express or implied, about the completeness, accuracy, reliability, suitability, or availability with respect to this content provided for any purpose.