COVID-19 Update

We understand that Coronavirus (COVID-19) is continuing to cause a great deal of uncertainty and anxiety for everybody. The situation is still changing daily and we are doing our very best to keep up to date with the latest government and NHS guidelines. We have put together an FAQ below and will be updating it as advice changes:

What are the latest guidelines for domestic holidays?

As of 2nd November these are the current guidelines:



  • With a second national lock-down coming into effect, bookings with an arrival or departure date between 5th November and 2nd December are not able to go ahead unless the booking is for business purposes. If your booking is affected, the property owner or manager will be in touch to discuss your options.
  • Holidays in England after 2nd December are currently able to go ahead, though with no more than six people able to share a single property unless there are more than six people in a single household or support bubble.
  • For bookings in England after the 2nd December, if you are travelling to or from to an area affected by regional restrictions, you are allowed to make use of your booking, provided you travel with your household or support bubble. If you live in a region with a “high” covid alert level you are allowed to travel outside of your local area as long as you don’t share accommodation with those outside of your household or support bubble and avoid socialising with people from other households indoors. If you live in a region in the “very high” covid alert level, travel is advised against (but not illegal). If you do live in or are due to visit a region in the “very high” covid alert, the property owner or manager will be in touch with you about your options for a refund or dates change.
  • Further information for England can be found here.


  • Protection level 3 – if you live in, or if your booking is in, a location in “protection level 3” (see all protection levels here) and is due to occur between 2nd and 30th November, you may not be able to make use of your booking. If this is the case, the property manager will be in touch with you directly to discuss your options.
  • Protection level 1 or 2 – if you live in, or your booking is in, a location in “protection level 1 or 2” (see all protection levels here) and is due to occur between 2nd and 30th November, you are able to go ahead with your booking, unless your booking involves mixing households.


  • Bookings in Wales are not able to go ahead between 22nd October and 9th November during the national lockdown. If your booking is affected, the property manager will be in touch with you directly. Four households can form one ‘extended household’ – maximum of six aged 11+ together at one time. Please check the latest Welsh specific guidelines before booking or travelling.
  • Regional lockdowns in Wales – no one is permitted to enter or leave an area affected by a regional lockdown in Wales without a reasonable excuse (such as for work or education). Further information on these rules and locations affected by lockdowns can be found here.

Northern Ireland

I have sent an enquiry to a property’s owner/agent but had no reply / I have tried calling a property’s owner/agent but can’t get through. Is this normal?

Unfortunately, owners/agents are still experiencing an extremely high number of enquires, both for new and existing bookings. For email enquiries, most of our agency partners are operating a priority system with enquiries for stays in the coming weeks being dealt with first. For phone enquiries, be prepared to be on hold for a little while, particularly if you are contacting one of our larger partners, such as or Sykes Holiday Cottages. They are doing a great job dealing with the demand but their customer service teams are only so big and are dealing with the same work place challenges as everyone else at the moment.

If I make a new booking and it can’t go ahead, will I get a refund?

The properties on our site are listed by lots of different independent property owners and holiday letting agencies. Each will have their own booking and cancellation policies. To make it easy to see what these are in relation to cancellations and refunds, every property listing page now features a “COVID-19 Information” section where we have invited our owners/agents to outline their policy or provide a link to their own information page. For further clarification, you can contact a property’s owner/agent by clicking on the “Send Enquiry” button or calling the number (if shown).

Are properties getting extra cleaning?

All accommodation providers are required to follow best practice guidelines for cleaning proeprties between guests to reduce the risk of Coronavirus transmission:

  • Use personal protective equipment for cleaning and maintenance.
  • Use effective disinfectants.
  • Consider various methods of cleaning.
  • Implement contactless key collection.
  • Limit contact with guests where possible.
  • Create a cleaning checklist for cleaners to follow.
  • Provide a cleaning standards document to give transparency to an incoming guest.
  • Provide property information packs via email or through an online facility where possible.
  • Consider check in/check out times to accommodate additional cleaning and allow for extra time if required.
  • Ensure staff and contractors adhere to social distancing measures.