17 Mar 2020

Covid19 – Temporary amendment to our booking Terms and Conditions

Update as at 23 March 2020

Following our decision to temporarily close to non essential guests we have made further Temporary Amendments for the benefit of our Guests.

This now applies to bookings due to arrive up to 18th June 2020 but please note that the UK Gov are reviewing the guidance on travel every 28 days with the next review due on or around 23rd April 2020 so we are initially prioritising bookings up to 30th April 2020 but are happy to hear from all concerned guests.

Below is Clause 5 of our Terms & Condition with the amendments summarised in bold italics.

5 Amendments and Cancellations

5.1 If You want to change any detail of your booking, We will do Our best to make the required changes.

5.2 Alterations to confirmed bookings will be subject to a £25 administration charge.

5.2 i) This charge will be waived for guests for any rebooking due to the Covid19 Temporary Amendments as amended.

5.3 If You need to cancel Your booking, You must contact us using the details set out on Your booking confirmation as soon as possible. We will then issue written confirmation of Your cancellation.

5.3 i) If you wish to rebook your booking under the Covid19 Temporary Amendments  as amended You must contact us using the details set out in Your booking confirmation as soon as possible and within any timeframes stipulated. We will then issue written confirmation of your rebooking.

5.4 The deposit and all extra charges are not refundable.

5.5 If You cancel Your booking the balance will still be due though if We rebook the property We may be able to refund part or all of Your balance.

5.5 i) If You rebook your booking and have made your final payment we will refund your Security/Damage Deposit and collect this from you 6 weeks before your new arrival date.

5.5 ii) If You rebook your booking and have not made your final payment any final payment will be scheduled for 6 weeks prior to your new arrival date in accordance with Clause 3.2.

5.6 If within 4 weeks prior to your arrival, or at any time during your stay, any member of your party has, or develops, an infectious or contagious medical condition you must notify us immediately.  On receipt of such notification we reserve the right to refuse or cancel your booking, or ask any member of your property to leave the property immediately.

5.6 i) If You have already arrived and are required due to 5.6 above to vacate your accommodation then we will not be able to make any refunds or rebook.

Chris Heayns, General Manager

Update as at 22 March 2020

Given PM Johnson’s 12 week peek prediction we are reviewing our Temporary Amendments to our Terms & Conditions and moving our rebooking date to include all existing bookings due to arrive between today and Thursday 11th June 2020.

Update as at 17 March 2020

For our current unamended Terms & Conditions click https://millmeadow.co.uk/terms-and-conditions/

Changes to your booking due to the coronavirus

Our guest’s wellbeing is our priority and we recognise and appreciate the increased uncertainty that coronavirus (Covid-19) may be causing. The situation is changing daily and we will continue to review guidance from the authorities as it is issued.

In light of the UK government’s latest advice and due to the everchanging circumstances surrounding the coronavirus and the uncertainties that come with it, we understand that our customers may need to make changes to their travel plans and we will work to try and help our customers with this.

For new and existing bookings with an arrival date on or before 18.5.20*, customers may request a change to the start date of their booking by up to 12 months, subject to availability. We will waive any administration charges for the change but depending on the cost of the accommodation of the new booking, you may have to make a further payment or may receive a partial refund.

Until further notice we will also move the time for the payment of the final payment to 4 weeks before arrival rather than 6 weeks to give guests a little more breathing space keeping in mind a number may have other challenges to address.

*Customers will need to contact us at least 72 hours before their scheduled arrival date.

We will update this should our policy on this change.

Some of your Questions Answered

I’m due to arrive at a property in the next few weeks, can I get a refund?

We are currently operating as normal but you can move your holiday dates to a later date free of charge if your arrival date is on or before the 18th May 2020. For the terms of this temporary amendment please see update as at 17th March 2020. For bookings starting after that date, our standard terms and conditions apply.

Can I speak to somebody about my holiday / property?

 We are committed to maintaining the high standard or personal customer service our guests enjoy however so we can manage enquiries effectively please do not call us but contact us by email at chris@millmeadow.co.uk

If you are travelling after 18th May 2020 you can still contact us via email although please keep in mind we may be limited on the information we can provide given this is a fast changing challenge.

Are you cancelling bookings?

We are not cancelling bookings as there have been no reported cases of coronavirus at any of our properties and the FCO hasn’t issued any warnings against travel within the UK. We are continuing to follow the advice of the UK government to work to ensure you can continue to enjoy your break safely.

How can I be sure the cottage I am due to visit has been cleaned appropriately?

We have enhanced our already high standards of cleaning in line with the NHS guidelines on how to prevent the spread of germs https://www.nhs.uk/live-well/healthy-body/how-to-prevent-germs-from-spreading/ and are committed to remaining up to date with guidance given by The Department for Health & Social Care. We do recommend that you pack essential items such as toilet rolls, nappies, handwash in the event such items become short in supply as although we currently have access to adequate stocks that may change.

Will I receive a refund if I need to self-isolate and am due to go on holiday?

If you have travel insurance, please speak to your insurance provider as soon as possible.

If you have taken the Booking Protect cover with your booking please contact Booking Protect direct as we are unable to deal with your enquiry, https://bookingprotect.com

If you do not have travel insurance and you are due to travel up to 18th May, we will be able to offer you a change of date subject to such terms & conditions prevailing at that time and without charging an amendment fee.

What level of socialising will I be exposed to whilst I am at my lodge?

As all of our accommodation is self-contained and has its own space there is no need for you to come into contact with anyone else during your stay. In the event you would prefer not to receive our normal personal welcome we can greet you from a safe distance or even via Facetime.

In the event you need support during your stay for assistance in the lodge e.g. for maintenance or specific problems, then we would be able to operate at a safe distance to avoid direct contact whilst observing personal hygiene/handwashing guidance.

So there really is no need for you to have contact with anyone outside of your party and so socialising is far less likely than for example food shopping in person.

Will I have to go out to shop for provisions?

Subject to availability and with forward planning you can arrange for one of the many local supermarkets to deliver to your lodge. Please note all of the stores are currently working to capacity so please ensure you give plenty pf notice.

Many local take away businesses will deliver to your lodge, again please give adequate notice as with the advice given to avoid pubs, restaurants etc the food providers are likely to be busy.

What if I am travelling alone and need specific support whilst at my lodge?

Subject to guidance on distancing we have a permanent presence on site and are ready to provide such support as might be required. In that respect nothing has changed but we now also have the benefit of our newly formed community support group, more details to follow. You should have no reason to feel alone or unsupported during your stay with us.

What if I need to self-isolate whilst I am on holiday?

As this is an everchanging situation, we recommend that you review the up to date guidance from the Department for Health & Social Care. If you are advised to stay in your lodge for the purpose of self-isolation please contact us immediately. Given the latest guidance for all occupants of a home to self-isolate for 14 days if someone it a group becomes infected the guests might be asked to vacate their lodge to return to their own home before the end of their holiday to allow time for appropriate cleaning and sanitising of the lodge.

What if I am over the age of 70 and due to go on holiday?

We are following government advice on age and so if you are over the age of 70 then you will be able to amend your holiday with us subject to the terms and conditions in place at the time.

Where can I receive more information about coronavirus?

We will continue to post updates on our website at https://millmeadow.co.uk/category/mm-updates/covid-19-updates/  but we advise you to check the GOV.UK website https://www.gov.uk/government/topical-events/coronavirus-covid-19-uk-government-response for the most up to date information.

We will do everything we can to assist you with your upcoming holiday.

Please stay safe and well.

Chris Heayns, General Manager

Please note that due to the constantly changing guidance these changes are subject to alteration and/or withdrawal without notice.

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