COVID 19 | Customer FAQs
Published: Friday 20th March 2020
Updated: Saturday 28th March 2020
In light of the COVID 19 Pandemic we understand that with all the concern and uncertainty, the coronavirus is causing our customers we wanted to let you know how we are dealing with the current situation. These are unprecedented times for us all and we are trying extremely hard to ensure everyone is given up to date information. The situation we find ourselves in is extremely difficult, with everyone being affected in some way - owners, suppliers, guests, and the office team. We have endeavoured to find a way through this which is fair to all parties and we want to be as flexible and accommodating as possible, in order to retain the good will of all our customers.
I am due to come on holiday soon; what options do I have to change my booking?
On Monday 23rd March the government informed everyone about new restrictions that everyone must stay at home. This means if you are due to come on holiday with us before 14th April you will not be able to do so. Due to this and to help stop the spread of the virus we are currently transferring bookings due to arrive before 4th June.
Transferring my booking:
We are transferring bookings due to start before 4th June to a later date this year or next year at the same property. We are not charging any admin fees to transfer bookings. Please contact us via email and state your booking reference number and dates you would like to transfer to and we will get back to you
What happens if I have paid my deposit and wish to transfer my booking but my balance is due now?
Please note you do not need to pay the balance at this stage. The balance will be due 8 weeks prior to your transferred arrival date. We are currently not asking for any balance payments at this stage.
What happens if I have paid my balance and wish to transfer my booking?
This payment will transfer over to the new dates. The cost of the booking will either remain the same as the original booking or be slightly higher depending on the new dates you have chosen. Please note that the cost will not be reduced for new dates.
How many times can I transfer my booking?
The original booking can only be transferred once and must be transferred before the start date of the original booking – If the government advice and restrictions carry on for longer, we will of course assess the situation
Cancelling my booking:
We firstly ask you to contact your independent travel insurance provider and ask if you are covered. Please note our cancellation scheme doesn’t cover a Pandemic. If you do not wish to choose alternative dates please contact us via email and we will get back to you.
Can I speak to somebody about my holiday/property?
We are trying to answer all our guest’s questions as quickly as possible. We are experiencing extremely high call and live chat volumes and ask you to contact us via email. We will get back to you as soon as possible. In the mean time we hope you find this information helpful. Alternatively, please leave your name and number on our office number and we will get back to you as soon as possible.
I am due to come on holiday after the 4th June; am I able to transfer my booking?
At this stage we are working towards government guidelines and will keep assessing the situation in terms of transferring bookings that have a start date after 4th June. Please contact us at the end of April/ May for more information. Alternatively, we are keeping this page updated and you can find more information regarding the Coronavirus here: https://www.gov.uk/guidance/coronavirus-covid-19-information-for-the-public
Am I able to make a booking with you?
We are only accepting bookings from 4th June onwards at this stage.
We are desperately trying to accommodate all our guest requests as favourably and quickly as we can. We are a small family run business and many of you have stayed with us for the last 30 years. We hope that the outcome will be favourable all round and you can look forward to enjoying a holiday in Devon.
Look forward to hearing from you,
The Sweetcombe Team