OUR APPROACH
(Updated 24/03/20)
As you will be aware, the government has forced all bars and restaurants to close and has told people to avoid unnecessary travel in order to contain the Covid-19 virus.
We are now shut until at least 30th April 2020.
EXISTING BOOKINGS (up to 30th April)
We appreciate that this is a difficult time for everyone. This situation is considered to be a case of force majeure (natural disasters, strikes, war, riots, epidemics, etc.) and is beyond our control. In these circumstances, we are not obligated to offer a refund for your stay. However, we genuinely care about our guests being happy, so although we’re kicking the can down the road a little bit, we don’t want our guests to lose out. We are therefore allowing all of our guests with bookings up to the 30th April to change their dates penalty-free. This includes guests with non-refundable bookings. We can either change the dates for you, or we can issue you with a voucher that you can use to rebook your stay. You can rebook for any time in the next 18 months (voucher will also be valid for this duration). Just let us know what your preference is and we will organise the rest.
If you want to pursue a refund, we would direct you to your travel insurer, or to your card issuer if you have paid by credit card. Although your insurance policy may not cover disruption due to Covid-19, we know that some policies will provide cover where people are told to avoid all but non-essential travel. If you would rather pursue this than change your dates / get a voucher, and you need anything from us to make a claim, don’t hesitate to get in touch.
If your booking is after 30th April, we are upgrading all of those with flexible rates to our super flexible rate, which means that you can cancel up to 48 hours before your booking. At present, we have made no decision about non-refundable bookings, and it is unlikely that we will be able to offer alternative dates.
FUTURE BOOKINGS
For bookngs after 30th April, we suggest that everyone opts for our super-flexible rate, enabling you to cancel for free up to 48 hours before your stay. Payment will only be taken in the 48 hours before your stay. If you have to cancel in the 48 hours before your stay and we have already taken your payment, we'll let you change your booking to an alternative date.
BOOKING.COM GUESTS
Guests who have booked through Booking.com should process any cancellations via Booking.com through their original confirmation email to you. Unfortunately we cannot cancel bookings on your behalf. Please do not request for us to waive your cancellation fees – we will be unable to do so and your booking will remain live.
STAY SAFE
We hope that all of our guests stay safe.
SUPPORT TOURISM #dontcancel #changethedate