Coronavirus

 

 

Statement related to Covid-19 (also known as Coronavirus)

 

Updated 12th May 2020

 

We are all coming to terms with and adapting to the situation caused by the coronavirus and it is having a dramatic effect on all of our lives.

Following the statement by Boris Johnson on 23rd March 2020 (see statement here), we are responding to do our bit to avoid the spread of Coronavirus, to protect our guests, our support team, the wider community in Norfolk and the UK.

On Sunday 10th May 2020, the lockdown was extended for a further 3 weeks, until Sunday 31st May 2020.

 

Purpose of statement

 

The purpose of this statement is to provide information on how the current situation affects your holiday with Wroxham Cottage.  We will not be providing advice regarding the virus or how to stay safe.  To get this advice, please refer to government, NHS and BBC news websites:

Government Guidance for Coronavirus

NHS Guidance

BBC News

We expect to update this policy again over the coming days and weeks. There is a Frequently Asked Questions (FAQ) at the end of the page, which we will be adding to, as required.

 

Background to this statement

 

On 23rd March 2020 Boris Johnson said, “we have been asking people to stay at home during this pandemic.”  The restrictions put in place also limit travel to holiday destinations. This has now been extended to 31st May 2020.

 

What does this mean for you?

 

We are not taking bookings for holidays starting before Monday 1st June 2020.

If you are due to stay with us, we are varying our standard Terms and Conditions as follows:

  1. If your holiday starts prior to 31st May 2020 you can postpone and rebook for a later date within 13 months of your original holiday dates.
    • At the rate applying to your new week.  See our website for details or available dates and rates
    • We are waiving our standard admin fee of £25 for amending these bookings
    • If the rate is different by less than £10, we will not request an extra payment
    • If the rate is different by £10 or more, any difference will need to be paid directly to ourselves (even if you came via an agency site)
    • When rebooking, you will need to book for the same number of days or a greater number.
  2. If your holiday starts on or after 1st June 2020
    • You do not need to pay your final holiday balance at the current time.
    • It is possible that the travel restrictions may continue beyond 31st May 2020, currently we don’t know, as no announcement has been made.
    • Should the restrictions continue, we will write to you again and explain the options available to you.
  3. If you just choose to cancel your holiday, then our standard Terms and Conditions apply

 

If you wish to contact us

 

As you will appreciate, lots of people are contacting us. So that we can best respond to you, please use this email address below, including a contact number and we will get back to you as soon as we can.

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We are asking you to contact us directly, as this is easier and faster than using an agency messaging system, also we will most likely need to speak to you.

 

What happens if I cannot travel due to Covid-19?

 

If you are unable to travel due to contracting Covid-19 at the time of your holiday or having been advised to self-isolate on the official advice of the UK Government, please contact us in the first instance. We will discuss the options with you and provide you with the necessary documentation to allow you to make a claim using your travel insurance where you have taken out this option.

 

Travel Insurance

 

If you decide to cancel for another reason, you may be able to claim your travel insurance depending on where you are travelling from and when you took out travel insurance.

 

And finally, to help us help you....

 

We understand the concern you must feel given the current situation and disappointment that your holiday maybe postponed.  However, we must all play our part in limiting the spread of this virus for the sake of everyone.

Once we are through the current situation, we look forward to welcoming you again to enjoy the Norfolk Broads.

We hope that you, your family and friends continue to stay safe and keep well.

 


 

Frequently Asked Questions (FAQ’s)

 

This section is based on questions we have been asked by our guests and will be updated as we get more questions.

 

I have a holiday booked, can I still go?

On 23rd March 2020, the government issued the instruction that non-essential travel should be avoided.  Therefore, currently, you will not be able to travel to your holiday destination.

We do not know when this restriction will be lifted, so would advise you to monitor the news and return to this page, as we will update it further.

 

Can I change my holiday dates if I have a booking BEFORE 31st May 2020?

We are helping guests with holidays prior to 8th May 2020 to rebook for a date within 13 months of their original holiday dates.  We have waived our normal admin fee to rebook.

 

Can I change my holiday dates if I have a booking on or FROM 1st June 2020?

Currently, we are dealing with those with bookings before 31st May first.  We will confirm the situation for those with a booking from 1st June by 22nd May.

 

Should I pay the balance of my holiday?

Currently, we are suggesting that you don’t pay the balance of your holiday.  Once travel is allowed, you will need to pay the balance before your holiday.

 

Am I covered by travel insurance?

You should check with your insurance provider.  If you are, we can provide a letter confirming your holiday dates and the amount you have paid.

 

Can I just cancel and get a refund?

We hope that when the situation improves you will still want to holiday with us, therefore, we are not offering refunds.

 

Why is the rate for my new dates different?

The price for your booked holiday is based on the dates that you selected and our 2020 rate.  Our rates change throughout the year and we apply a small increase each January.  This is a standard practice for all companies in the travel industry, as prices are generally higher where there is greater demand.

Your new dates may be for a more expensive or cheaper period. 

  • If the rate is different by less than £10, we will not request an extra payment
  • If the rate is different by £10 or more, any difference will need to be paid directly to ourselves (even if you came via an agency site)

 

You can view our rates here on our website for 2020 and 2021.  Wroxham Cottage Website

 

How is this affecting Wroxham Cottage and your team?

Some of you know us and some of our team, as you have been staying with us for many years and have been kind enough to ask after us.

We are a small, family run business made up of 2 brothers and our wives, employing 6 local people who do the cleaning and maintenance.  A typical small business.

We are currently all well, which is the main thing.

From a financial perspective, this will be a worrying time and will be tough for our team and ourselves, as it is for the majority of the people in the UK.