The health and wellbeing of our guests, property owners, service providers, employees and local communities continues to be our top priority as we welcome visitors across the South West.
Latest update: 26th November 2020
On Monday 23rd November, the Prime Minister announced the ‘Covid-19 Winter Plan’ and an updated three-tier alert system that will come into force from Wednesday 2nd December.
More information on this system is available on the government website here.
Can my booking still go ahead?
This will depend on the alert level at your permanent residence and holiday home at the time of your stay. You can see a full list of local alert levels by area on the Government website here.
We have summarised the specific implications for each alert level below:
Tier 1 – Medium: if your party size is more than six, you will need to reduce your numbers so that your group does not exceed more than six people at any one time. If your group is smaller than six or if your group all live in the same household/linked support bubble, then no adjustments are needed for your stay and everything can go ahead as planned.
Tier 2 – High: as above, but guests cannot be from mixed households unless they are from a linked support bubble. If you live in a tier 2 area, you must continue to follow tier 2 rules when you travel to a tier 1 area.
Tier 3 – Very high: unfortunately, if you are in a ‘very high’ level area, you are prohibited from travelling outside your area for a holiday. Your booking will not be able to go ahead.
Please note, if your stay encompasses the 23rd – 27th December, the Government has released different guidance that may impact your stay. Please familiarise yourself with the Christmas guidance here.
Our team will be contacting all guests impacted and due to arrive in December. We will then contact guests on a three week rolling basis.
We are monitoring for further details and updates from the government and industry bodies, and will continue to adjust our policies in line with their recommendations.
Our booking terms and conditions can be viewed here.
Steps to keep you safe
To ensure we’re able to welcome guests safely, we’ve been working alongside our property owners and their service providers to put rigorous cleaning and hygiene measures in place. We’ll be following government guidelines closely at all times.
Although holidays are a little different at the moment, we know it’s important to ensure your much-loved time in the South West is just as special as it’s always been. Now more than ever, our team will be on hand to give you the best possible experience during your stay.
To help provide some peace of mind, we’ve put together the following three-step plan for our guests, which outlines the measures that will be taken to manage the challenges of COVID-19.
1. Following up-to-date guidance and limiting the spread of COVID-19
We’re communicating with property owners and service providers to ensure that their policies and systems relating to health and hygiene meet the standards required.
If you experience symptoms of COVID-19 or have been in contact with anyone who’s showing symptoms, please follow government guidelines and isolate at home. No-one should travel for their holiday under these circumstances.
During your stay, please adhere to the latest government guidelines to wash hands, cover your face in enclosed spaces and maintain social distancing.
2. Ensuring clear and open communication at all times
We’ve updated all of our pre-arrival email communications to guests, so you’ll be provided with detailed, property-specific information relating to health and hygiene ahead of your stay.
If you develop any COVID-19 symptoms during your stay, you must notify us immediately. This is extremely important for the safety of housekeeping teams and the next guests due to arrive.
3. Adhering to cleaning and hygiene standards
Housekeeping companies and service providers are committed to wearing personal protective equipment when providing any services at our properties.
There will be a thorough two step cleaning process in all properties, which involves cleaning first and then sanitising with an approved BS EN 1276 product second.
Particular attention will be paid to hard surfaces and high touch points such as keys, light switches, bannister rails, remote controls, kitchen appliances and door handles.
To help maintain good hygiene standards, anti-bacterial cleaning products and hand soap will be provided for guests’ use while staying at the property.
The normal changeover periods may be amended to allow housekeeping companies additional time for the thorough cleaning processes needed for everyone’s safety.
Guests will be notified about any specific changes to check-in and check-out times ahead of their stay.
We will listen to additional requests from individual guests and we will do everything we can to minimise the risks for everyone.