COVID-19 FAQ

We understand that the current situation with Coronavirus (Covid-19) is causing uncertainty and anxiety for our customers with a holiday booked. The situation is changing daily; these are unprecedented times, so please bear with us as we work through what this means for everyone affected.

There may be a delay in our response due to the high volume we are experiencing as we try to prioritise those arriving soonest, Please refrain from calling during this busy period and instead email us, please include your booking reference number if you have one, we will be able to help you more swiftly.  Thank you

 Update: We are now permitted to re-open from 4th July 2020. 

Update 09/09/2020: From 14th September 2020 the law has changed,  you must not meet with people from other households socially in groups of more than 6. This will apply indoors and outdoors. This rule will not apply to individual households or support bubbles of more than 6 who will still be able to gather together.  Please ensure these rules are adhered to at all times.

We look forward to seeing you soon.....at a distance of course !

 Good To Go With CH

 

I have a booking with you and due to arrive AFTER the 4th July, what do I do?  

Your holiday is now available to you and we will be in touch should the government provide any updates that would affect your holiday. Balance payments are due as normal unless we inform you otherwise. 

 

What If I Wish To Cancel My Current Booking?

You will need to check your travel insurance as to whether you would be covered for cancelling your holiday, We have made some changes to our terms and conditions to provide extra flexibility at this time, Email us at admin@croydeholidays.info to discuss the available options to you and we shall do our best to help as much as we can under the circumstances. 

- Please include your booking reference number if you have one, we will be able to help you more swiftly.  Thank you

 

I Wish To Place A New Booking, What Are Your Terms? (Bookings made after 16/03/2020) 

Our deposit has been lowered for all new bookings to 25% - Balance due 6 weeks prior to arrival for new holidays taken in 2020.

If you plan to book a holiday with an arrival date between July and December - You are covered with our NEW FLEXI-BOOK option in the event we are forced to close the accommodation.

(We do not cover cancellation for illness before or during your holiday, multiple households, localised lockdowns of areas or self isolation due to track and trace - Our booking terms and conditions will apply in the event a cancellation is required)

Bookings with an arrival date after January 2021 standard booking Terms and Conditions apply.

 

The Law and Booking

IMPORTANT NOTE - From 14th September 2020 the law has changed,  you must not meet with people from other households socially in groups of more than 6. This will apply indoors and outdoors. This rule will not apply to individual households or support bubbles of more than 6 who will still be able to gather together.  Please ensure these rules are adhered to at all times.

 

Arrival and Departure Times

Our arrival and departure times are subject to alteration to provide adequate preparation time of the properties, these are currently check in from 6 PM and check out by 9.30 AM.

What If Our Family Is In Isolation?

You will need to check your travel insurance as to whether this would be covered.  Sorry, We are unable to make exceptions to our T&Cs in light that a family is in isolation at home. 

 

What Happens If I or One Of My Group Feels Unwell During My Holiday With You?

If you or a member of your group show symptoms that could be related to coronavirus, you must contact us immediately and we will advise case by case action plan suitable to your holiday. 

 

Can You Guarantee The Property Has Been Appropriately Cleaned?
We cannot guarantee properties are free from infection, however, each of our property managers have been notified with the latest Government Protocols to help minimise risk and will continue to be maintained to a high standard.

 

Will the Swimming Pool at Clifton Court be available?

A risk assessment has been undertaken for the swimming pool facilities and unfortunately it is deemed not safe to re-open from the 4th July 2020, while this is disappointing the pool area simply cannot conform to the Governments guidelines and as a result we have had to put our guests safety and well being first. 

 

Latest Revision 10/09/2020