Covid 19 FAQs

Covid-19 FREQUENTLY ASKED QUESTIONS

PLEASE NOTE: AS PER GOVERNMENT GUIDLINES WE ARE CURRENTLY WORKING FROM HOME - PLEASE CONTACT US VIA EMAIL WHERE POSSIBLE.

We have been receiving high numbers of calls and enquiries regarding the situation with holiday bookings and the current Coronavirus outbreak. We are looking to help our owners and guests in any way we can during this difficult time. 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.

At present, we are dealing with bookings pertaining to this matter up until and week commencing 18th April. We kindly ask that you wait until your balance is due (6 weeks prior to your stay) before making any decisions about your booking. The situation is constantly developing and government advice is changing daily and a lot may change before your balance is due.

Our customer's wellbeing and safety is of paramount important to us and we will update this page as we feel appropriate.

Have you cancelled my holiday?

If your holiday is in the next 3 - 4 weeks, we will contact you directly regarding your booking.

 

I want to cancel because of the governments legislation?

At this time, the government restrictions are to not leave your home unless absolutely necessary (this includes holidaying) in terms of travel within the UK.

We advise all customers to take out independent holiday insurance when they book with us. We strongly advise that you contact your insurer to see what their cover offers and to see if you can claim your money back that way.  

 

What happens if I am advised to self-isolate?

You should follow all government advice on self-isolating. In this instance, we ask that you check with your travel insurance company regarding claiming back your funds paid for your holiday.

 

Whilst we are unable to provide refunds at this stage, we have agreed with most of our owners that those affected by the current outbreak can move their holiday dates to later in the year or to 2021. Please contact us directly if your booking is in the next 6 weeks and you would like to move your holiday dates. If your holiday is more than 6 weeks away, we kindly ask that you wait until that stage before contacting us about postponing your stay.

 

I have been diagnosed with Coronavirus and need to cancel my holiday, what should I do?

Please contact your independent holiday insurance company for advice and to check if you are covered. We are happy to issue customers with a cancellation invoice if needed.

 

What happens if I do not have holiday insurance, or if my holiday insurance does not cover me in this instance?

We advise that all customers take out cancellation insurance upon booking. If you have not done so and your holiday is less than 6 weeks away, please contact us and we will see if we can move your holiday to later in the year. This is at the owner's discretion and will be treated on a case by case basis. At present, we are unlikely to move holidays that are more than 6 weeks away as the situation is developing so rapidly. Please note that there may be extra rental costs to pay if you move to a higher cost week.

 

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. If you have any specific questions about our housekeeping procedures, please get in touch.

 

Where available, we will try and make cleaning products and sanitisers available in your holiday home.

 

Can you move my booking to another time?

We feel this would be a fair solution for both our guests and owners. Please contact us if your booking is less than 6 weeks away and you would like to move. We will try our best to offer you other available dates and if not, move your booking to the same time in 2021. Please note that Swanage Holiday Properties act as an agent only, and ultimately, date changes and pricing is at the owner's discretion. Please bear with us if we need to contact them directly before giving you an answer.

 

We kindly ask that if your holiday is more than 6 weeks away that you wait to request a date change until such 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

Email: enquiries@swanagehp.co.uk 

 

This is an unprecedented and fearful 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.