Covid-19 Statement (Updated 25.03.2020)
We’re devastated about the current crisis going on across the world and the huge impact that this is having on everyone.
From Monday 23 March, for three weeks (this may be extended) the government is requiring people to stay at home except in very limited circumstances. In addition, Devon and Cornwall Police are now advising visitors not to travel to the West Country. When we refer to “lockdown” below, we refer to advice from central government or local authorities to the public not to travel to slow the spread of Covid-19 across the country.
If you have booked a holiday with us and you need to cancel or alter your booking, below are some answers to questions that we’re frequently being asked:
If you need to cancel your booking due to issues relating to Coronavirus, we strongly advise you to contact your travel insurance company to find out what your policy covers you for. We would hope that most of our visitors would be able to get their money back from their insurers.
Cancellations will continue to be covered by our existing cancellation policy. However, we are taking some discretional steps to soften this policy to minimise the amount that guests may be left out of pocket: please see point 4 on this, below.
If your holiday falls within a lockdown period (Group 1), then we are happy to transfer your deposit to a new booking on different dates. If your holiday falls outside of this period (Group 2) and you would still like to reschedule, we will consider these on a case by case basis. Priority will be given to those in Group 1.
If you would like to move your holiday, then contact us at once with your preferred dates and we'll do our best to accommodate you.
We are going to be contacting all guests with bookings from 23 March to the 13 April directly to advise them of their options, in order of their bookings. Should the government’s 3-week period be extended, we will make contact to guests affected by any extended period.
The best way to get in touch with us is via email at email@example.com but you can also call us on any of the usual numbers. We’re working our way through every email we receive. We will respond to everyone as quickly as we can.
In normal circumstances, the balance (the cost of the holiday less the deposit) is payable by the guest on arrival, or should they cancel, on the date that a guest would have arrived on.
We are making efforts to minimise the amount that guests will need to pay in event of cancellations made as a result of lockdown. We will not be asking guests to settle the balance on the date of their arrival. Instead, once we have established the level of support available to us from the government, we will send an amended invoice applying appropriate discounts: taking into account any government support that we have received to date and removing costs for linen and cleaning at the end of the week.
Of course, if we are permitted by the government and it is responsible to do so we will try to re-let the apartment. If successful, then you will not be charged. However, we will not be able to return any deposits already paid.
If you would like to cancel a booking, email us at firstname.lastname@example.org. Upon receipt of your email, we’ll cancel your booking and you will receive an email confirming when this has been done. This email confirmation, along with your initial booking confirmation, should contain all the information your insurance company will need.
We know that this won’t give everyone the answers that they want, and we share your disappointment. We will continue to monitor government updates as this develops and do the very best that we can in this unprecedented situation.
We’re an independent local business and lots of different people rely on us and trust us to look after them – whether it’s visitors, suppliers or the staff at Victoria.
We’ve always prided ourselves on our honesty and integrity and during these exceptionally difficult times we’re trying to make the fairest decisions for everybody involved so that when Covid-19 has cleared up, things can get back to normal.