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Coronavirus (COVID-19): Advice to Guests and FAQs

Last updated: 19/01/2021

If you have an upcoming break with us, please read the information below carefully. If you have any questions after reading the advice, please get in touch.

On 4th January 2021, it was announced that the United Kingdom was to go into another national lockdown. This means that for the time being, we have had to close our site.

After working so hard to reopen in a COVID-secure way and achieving the industry-standard ‘Good to Go’ certification from VisitEngland, we are truly saddened to have to close our doors once again.

We are expecting the Government to issue an update on the situation in mid-February, therefore, at the moment, we are cancelling breaks that are due to check-in up to and including 15th February.

If you have a booking due to take place on or before 15th February  2021, you will now have received correspondence from our team. If you haven’t received this, or have any questions, please email bookings@sauntonbeachvillas.co.uk. Whilst the Villas are closed, Reception will only be manned for on a Wednesday between 9am and 5pm. Outside of these times, emails will be picked up, therefore we would appreciate it if you could keep all correspondence to email.

Bookings post 15th February

We would hate to move any breaks unnecessarily, therefore, we will not be looking to make any changes to bookings after 15th February until we receive confirmation that the closure will be extended.

If this is to happen, we will contact the lead booker via email as soon as possible. With each announcement comes a lot of administration work, therefore, we politely ask that you wait for us to contact you in the first instance.

FAQs

The advice below is based on the guidance we have received from the Government and industry bodies at the time of writing. Therefore this information may, for a short while, be inaccurate if further Government updates are released. Advice given here does not replace Government advice on travel and other restrictions. Please always check the www.gov.uk website for further information. 

When do you plan on reopening?

The Government is scheduled to review the lockdown every 2 weeks and we are expecting to hear more about when we may be able to reopen in mid-February.

Whilst we would love to be able to forecast when we will reopen, unfortunately, we will have to wait for the appropriate government guidance to be released.

We will be holding a fortnightly assessment of the situation, following the Government’s review, which will include contacting all guests who will be affected by the announcement. This will be done via email and we appreciate your patience whilst we work through this process.

We would hate to move any breaks unnecessarily, therefore, our policy is to deal with bookings affected by the news contained in each announcement. We will wait until it is confirmed that your booking will be affected by a closure before looking at making any potential changes to your booking.

What happens if my break is cancelled due to the National Lockdown?

If our site has to remain closed for your break, your booking will be cancelled and you will have the opportunity to:

Please note: We are unable to cancel any breaks until it is confirmed that the National Lockdown will be extended over the dates of your break. We are currently dealing with bookings due to check in up to and including 15th February.

What happens if the UK goes back into a Tier System?

If the UK goes back into a Tier System and Devon remains in a tier in which hospitality has to remain closed, we will contact all guests affected by the closure. In this instance, you will have the opportunity to:

If Devon is placed into a tier that permits us to open, we will be able to accept guests from tiers that allow travel (for example, in the previous tier system, this was tier 1 and tier 2). If the lead booker’s area is placed in a tier that prohibits travel, your booking will be cancelled and you will be offered one of the options above. 

Please note: Due to the fact that our breaks are booked per Villa and not per person, the Villa party is the responsibility of the lead booker. Our contract is with the lead booker only and therefore we are only able to move breaks when the lead booker lives in a tier that does not allow travel and is consequently told not to travel.

Changes will not be made if our site is open and guests are choosing not to travel (where they are not prevented by the Government from travelling). We will only make changes to a booking once we have confirmation, by way of Government guidance, to say that the booking cannot go ahead.

Our standard terms and conditions apply to all bookings. This Coronavirus guidance may change at any time following new Government announcements. We will follow Government and Industry guidance as we have it and will keep this page updated as soon as possible following new information.

Do I need to pay my balance as normal?

Balances for all bookings are due 8 weeks before check-in. To secure your booking, we do ask that all balances are paid as normal, please.

Can I cancel my booking?

If your break has to be cancelled due to the Coronavirus, we will contact you shortly after the Government announcement that confirms your break will be affected. 

If you decide you’d like to cancel your break for any other reason, or before it is confirmed by the Government that we cannot open/you are unable to travel, our standard cancellation terms will apply. 

Our standard terms and conditions apply to all bookings. You can find that information here: https://www.sauntonbeachvillas.co.uk/booking-terms/

Travel Insurance

As always, and especially given the current situation, we do advise booking full travel insurance for your trip, as far in advance as possible.

We do not sell travel insurance, nor do we take a commission when customers book insurance through third parties. If you are yet to book travel insurance for your trip, it is well worth shopping around; travel insurance providers are changing their policies daily, particularly in regards to Coronavirus cover.

What if I develop Coronavirus symptoms or get told I must self-isolate whilst I’m staying on site?

In this situation, you must inform us straight away if you or any of your party has symptoms. You are expected to return to your own home immediately to self isolate. If you are unable to return home safely, please inform us and then call 111 for advice. If you do need to remain in the property to self-isolate, we will charge for your extended stay, extra cleaning, and any extra additional costs incurred by your stay. Your personal travel insurance may cover these costs – please check your policy wording.

If you need to cut your stay short, we are unable to refund the part of your stay that you have been unable to fulfil. You may be able to claim on your own travel insurance.

2021 is filling up quickly!

2021 is now filling up very quickly due to the fact that breaks cancelled in 2020 have been moved to 2021 BUT we are pleased to say that 2022 is now live to book now!

With this in mind, if you have a particular date or Villa for which you have a preference, we would recommend that you book sooner rather than later to avoid disappointment. Breaks booked more than 8 weeks in advance can be secured with a 25% deposit.

bookings@sauntonbeachvillas.co.uk

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