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Covid19 - Customers FAQs

Updated: Saturday 28th March 2020 

To all our valued customers and homeowners,

On 23rd March 2020, the Government issued an unprecedented instruction that everyone must stay at home due to the current Coronavirus pandemic. Unfortunately this means that any holidaymakers who were due to travel with us for at least the next three weeks must not travel to their holiday destinations as planned.

We are in the process of contacting all affected holidaymakers, and ask all customers to check their emails regularly for updates from our local teams.

For any new bookings, please note that we are currently only accepting these where the arrival date occurs on or after Thursday 4th June 2020. We will continue to monitor the situation and so this may be subject to change.

As a family-owned business, people are at the heart of everything we do, so your safety and health is, and continues to be, our top priority. We are therefore asking everyone to please follow all Government guidelines and stay home, stay safe and stay well.

Our teams are working around the clock to respond to the unprecedented amount of queries they are receiving, and will continue to work relentlessly to get back to you on any concerns or requests you may have on your upcoming holiday with us. Whilst we would ideally want to respond to all our customers immediately, we will need to prioritise customers who are imminently due to travel. However, we will get back to each and every one of you as soon as we are able to - so we very much appreciate the patience you are showing our teams at this time.

We will continue to update this page with more information as and when needed but in the meantime, we would like to thank each and every one of you for your understanding and support during this difficult period. You are the reason our teams come to work every day and love what they do - so we thank you for working with us to ensure we can continue to provide you with the best UK holidays again in the future.

- The Original Cottages Family
 

FAQs

What should I do if I am currently on holiday?

Following the recent Government instructions you need to travel home as soon as possible for both your own safety, and for the safety of our homeowners, local teams and local communities.
 

I have an upcoming booking, can I still go?

On 23rd March 2020, the Government issued an unprecedented instruction that everyone must stay at home due to the current Coronavirus pandemic. This means that if you were due to travel with us during the next three weeks, you will unfortunately not be able to travel as planned. However, our team can help you transfer your booking to another date, either later this year or in 2021. Simply complete this form, and we will come back to you as soon as possible to confirm the availability of your transfer.

Please note that holiday transfer requests are at the discretion of the homeowner and any difference in the price of your new dates will be applied or credited as appropriate at the time of transferring. However, our team will let you know if either of these occurrences apply to your booking when they respond to your request. 

Can I still make a future booking with you?

We are currently only able to accept new bookings where the arrival date occurs on or after Thursday 4th June 2020. 

We will of course continue to monitor the situation and so this may be subject to change.
 

Can I speak to somebody about my holiday/property?

We understand this is a very difficult time, and our team would be more than happy to speak with you regarding your holiday/property. However, as we hope you understand, our teams are currently experiencing an unprecedented level of enquiries and so may not be able to respond as quickly as they would normally. However, please be reassured that we  will come back to you as soon as we are able.

If you were due to travel imminently our team is prioritising your query and will come back to you as soon as possible.

If you are due to travel with us after 1 May 2020 please can we kindly ask that you refer to the FAQs below to help you manage your booking rather than calling us at this time. This will allow us to help those with imminent holidays.
 

What options do I have if I want to change my holiday booking?

Transferring your upcoming holiday

We have updated our booking conditions to help you transfer your holiday to another date, free of administration charges. To do this, simply complete our Request a Holiday Transfer form and a member of our friendly team will come back to you as soon as they are able. 

Please note that holiday transfer requests are at the discretion of the homeowner and any difference in the price of your new dates will be applied or credited as appropriate at the time of transferring. However, our team will let you know if either of these occurrences apply to your booking when they respond to your request. 

In order to ensure we can look after all of our customer requests, our team are prioritising queries based on current holiday start dates. However we will come back to all queries as soon as possible. Being able to help you secure your future holiday means a lot to us so we kindly ask you to please bear with us during this incredibly busy period, and we thank you for your patience.

Cancelling your upcoming holiday

Should you prefer to cancel your holiday we would advise that you check with your travel insurance provider as to whether you are covered. If you are, then our team is here to help provide you with whatever information you need to make your claim. To cancel your holiday and request the relevant documents, please click here.

If you have not taken out travel insurance for your upcoming holiday with us, then you can request a transfer of your holiday dates, free of any administration charges, as detailed above.
 

I have submitted a holiday transfer form and have not heard back, do I need to submit another one?

Our teams are currently managing an unprecedented amount of enquiries - so if you have got in touch with us about amending your booking but are yet to hear back from our team, please be assured that your request is in a queue and we will get back to you as soon as possible.

In order to ensure we can look after all of our customer requests, our team is having to prioritise queries based on current holiday start dates. However we are working through all queries as quickly as we can and therefore will come back to you on your request as soon as possible. Being able to help you secure your chosen dates, and welcome you to our cottages in the future, means a lot to us so we really do appreciate your patience during this incredibly busy period. 
 

Where can I find more information on Coronavirus?

To find out more about Coronavirus and read the most recent advice from our Government, we would advise you to visit: https://www.gov.uk/guidance/coronavirus-covid-19-information-for-the-public