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COVID-19

Posted December 28, 2020  |  News

In Plain English, Our Approach

Guests

 

“99% of customers have been incredibly understanding and loyal. Guests will return to properties, and being flexible, open and honest will only serve to facilitate that”.

(Emilie)

 

For those who still wish to and are permitted to travel, we accept bookings. This is subject to the Government’s periodic reviews.

There is little to no evidence that transmission of covid-19 has occurred in self catering accommodation. PASC UK seem similarly convinced of this and we have been confident since the first lockdown that we are able to provide safe, hygienic holiday stays for guests.

 

We were among the first to propose to guests and owners in April 2020, that check in / check out times should become amended on a semi-permanent basis, in order to provide housekeeping and maintenance teams ample time to prepare properties.

In June 2020 we trained all our housekeeping staff to follow increased cleanliness and disinfection cleaning protocols. Customers booking with Unique Holiday Stays can rest assured, that the property has been professionally cleaned and that towels, linen and protectors have been laundered and steam pressed.

 

 

What Happens If I Need To Cancel? Flexible Bookings & Temporary T&Cs

Similar to the high street -> online shopping trends, the self catering accommodation industry shifted considerably during 2020.

Guests require clear and simple explanations as to how bookings, cancellations and refunds operate in regards to covid-affected bookings. Flexible cancellation policies and booking protection products will be far more prevalent in 2021 and beyond.

In simple terms; if you make a booking with Unique Holiday Stays and it can’t go ahead for reasons specifically related to the pandemic – you’re likely to get most of your booking value refunded.

This is a temporary ‘bolstering’ of our standard T&Cs.

Should a customer need to cancel because of covid, as the booking agent, Unique Holiday Stays will always offer three solutions, in order of preference most beneficial to us and the owner:

  1. Transfer customer booking dates to later in 2021 / 2022.
  2. Provide a credit note (a voucher) for the booking value. Valid for two years.
  3. Cancellation from the Customer. Refund of the booking, less the booking fee.

 

Customised Booking Deposits – In The Short To Medium Term

Because of ongoing uncertainty whether bookings will go ahead, during the early part of 2021, we are able to offer custom payment deadlines to customers.

What does this mean?

Usually when booking ‘last minute’ (for us this is deemed 12 weeks or less from the check in date), customers must pay the full balance of the booking, on order.

In light of the fluctuating tiers and restrictions we can, on request, customise your booking payments. This applies to bookings 21 days or more from check in date.

For example, on a last minute booking with total value of £1000 due on order, we can take 10% as a booking deposit. We would request the booking balance payment 7 days from the check in date.

 

Owners Take Note

In these perilous times, you have to take what you can get. Where a booking goes ahead, be thankful.

If a guest cancels because they or their guests are infected, or travel restrictions are imposed, or local tiers are changed at short notice, a refund will be provided to the customer.

This is fair. It is our common sense approach until we begin to edge clear of last minute, knee-jerk restrictions.

In the vast majority of cases, where customers have been unable to travel, they have transferred their dates to later in 2021.

Furthermore we now have the facility to provide a credit note (voucher) for the value of the booking, should customers prefer this option.

 

 

During July, August and September 2020 we witnessed first hand just how popular the region remains for holidaying.

99.9% of customers have been incredibly understanding and loyal. Guests will return to properties, and being flexible, open and honest will only serve to facilitate that.

 

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2021 Unique Holiday Stays