COVID-19 FREQUENTLY ASKED QUESTIONS
PLEASE CONTACT US VIA EMAIL WHERE POSSIBLE. OUR PHONE LINES ARE VERY BUSY.
We have been receiving high numbers of calls and enquiries regarding the situation with holiday bookings and the current COVID-19 situation. Please feel free to contact us directly if you have any questions or concerns regarding your holiday booking - by email if at all possible. We do however ask that customers read our FAQ's below as your question may be answered here.
Our customer's wellbeing and safety is of paramount importance to us and we will update this page as we feel appropriate.
Have you cancelled my holiday?
If you are due to come on holiday before 12 April we will be in contact to discuss your options. If you are due to come on holiday after 12 April, if the tests are met, your holiday can go ahead.
What happens if we are in lockdown?
If there is government-imposed lockdown that will affect your ability to travel, we will do our best to move your holiday to a later date. Refunds will be given if this is not possible, as per current Government advice.
The government have said it is ok to travel, but I don't feel safe / don't want to come. What should I do?
Please contact us if this is the case (email is preferred at this time). We will then contact the owner on your behalf and they will make a decision on how to proceed with your booking. If the owners agree to a refund, there may still be an admin charge that you could be subjected to.
What happens if I am advised to self-isolate?
You should follow all government advice on self-isolating. We will be following all government guidance with reference to refunds.
We have agreed with most of our owners that those affected by the current outbreak can move their holiday dates to a later date. With regard to refunds, we will be following all current government advice.
What happens if I start displaying Covid-19 symptoms whilst I am on holiday?
You should follow all current Government advice if you start displaying symptoms whilst on holiday. If safe to do so, it is your responsibility to immediately vacate the property. If it is unsafe for you to travel home (i.e. if you are travelling via public transport) then you must contact your local authority for further advice. We ask that you inform us (Swanage Holiday Properties) at the earliest possibility so that we can take any necessary further actions.
What should I do if I am alerted (e.g. by NHS test and trace) that I have been in contact with someone who has COVID-19?
If you have been alerted AND advised to self isolate, please contact us immediately for further instructions. Should you be alerted but told not to take action by the NHS test and trace app, this is of no concern and you can happily proceed with your holiday.
I have been diagnosed with Coronavirus and need to cancel my holiday, what should I do?
We will be following all government guidance with reference to refunds.
What procedures do you have in place to ensure my holiday home is properly cleaned?
We will ensure that your property is cleaned before and following your stay. We are currently following professional advice on this matter and have updated our housekeepers and owners with additional steps they should be taking to ensure the property is as clean as possible. You will be sent an email before your stay with any specific cleaning procedures and any changes to the norm.
Where available, we will try and make cleaning products and sanitisers available in your holiday home.
What time is check in/ check out? Has this changed?
Some owners have chosen to enforce a later check in time/earlier check out time to allow for extra cleaning at their properties and ensure COVID-security. We will email you about a week prior to your stay and let you know if there are any changes to your arrival and departure times. The earliest we can allow entry to our properties is 3pm and you must vacate by 10am (or earlier, depending on property). This is to allow for sufficent cleaning time.
I still have questions, who should I contact?
Please call or email us and we will try to get back to you as soon as possible. Whilst we are receiving high numbers of enquiries at the moment, we will do our best to get back to you as soon as possible.
Office: 01929 421525
This is an unprecedented time for us, our owners and guests. We want to make sure that we maintain a high level of customer service and care during this period, whilst ensuring our business runs as smoothly as possible. We hope you are all able to stay well and healthy and encourage you to contact us with your concerns.