A family run business for over 35 years
A family run business for over 35 years Call 01395 512130

COVID-19

Customer FAQ's

Published: Friday 20th March 2020

Updated: Monday 22nd February 2021

Following this evenings announcement we are working hard to respond to all enquiries.
We are currently amending holiday bookings due to arrive before 12th April. We will be offering the following options:

A voucher

A transfer

A refund

If you have a preferred option please email us and let us know

Due to the latest lockdown our phonelines are closed and we kindly ask that you email us where possible. We will be monitoring our voice mail and email daily from Monday – Friday. We are working as hard as we can to contact all our guests to amend bookings due to arrive before 12th April but please bear with us.

Guidance for Guests & Owners

Thank you so much for your patience and support over the past year. We were pleased to have been able to welcome all our guests safely for the 2020 season and we are looking forward to welcoming you once again from 12th April. We are keeping this page updated in line with government guidance to inform all our guests of how any COVID Government changes may affect your up and coming bookings. Due to the everchanging nature of the legislation we are currently working on amending any bookings that are due to arrive prior to 12th April 2021. We are reviewing this date regularly, in line with government guidance and will be keeping this page updated and will be in touch if we need to amend your booking. We very much hope this is the final time we have to amend bookings and look forward to a successful rest of the year.

I am due to come on holiday after the 12th April 2021; am I still able to amend my booking?

Due to the ever changing situation if you have a booking with us due to start after 12th April 2021 our standard cancellation procedure applies for any guests who wish to cancel their booking. Please see our cancellation policy

I want to book a holiday for 2021, what is your COVID Cancellation Policy?

You can book through Sweetcombe with confidence knowing that the heart of our family run business is our commitment to looking after our guests, owners, team and future of our business so we can continue to welcome you to make memorable holidays in Devon for many years to come. We offer a fair COVID cancelation policy to ensure you can book with confidence.

In circumstances where you need to cancel your stay due Government travel restrictions such as a national lockdown or tier restrictions that prevent you from travelling, we would offer you the option to transfer your holiday to alternative dates, issue you with a voucher or cancel your booking and receive a refund (less the £37 booking fee).

Please note, if you are unable to stay due to the following reasons, our standard cancellation policy will apply:

  • If you or a member of your party are diagnosed with Covid-19.
  • If you or a member of your party is quarantined or has been asked to self-isolate either by the track and trace process or a medical practitioner.
  • If you or a member of your party is denied boarding as a result of failing pre-boarding Covid-19 checks and such transport was required for you to stay in the property.
  • If there is a limit to the number of households allowed in a property

FAQ’S for when we open in 2021:

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

We will be contacting you more regularly with updated arrival details, local grocery information, departure checklists and other relevant information before, during and after your stay.

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 sanitising 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 10am departure and a 4pm 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.

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

https://www.nhs.uk/live-well/healthy-body/best-way-to-wash-your-hands/

https://www.gov.uk/government/publications/covid-19-decontamination-in-non-healthcare-settings/covid-19-decontamination-in-non-healthcare-settings

https://www.nhs.uk/conditions/coronavirus-covid-19/

https://www.gov.uk/guidance/covid-19-advice-for-accommodation-providers?fbclid=IwAR3KqOJn7RPBNdW_MM3ntXMbOB_P-ghFtqXL2SXzCI-lL4C-ADsDdPrCAPQ

https://www.sweetcombecottages.co.uk/terms-conditions

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.