As indicated in our previous post, we are currently in the process of contacting anyone who has been unable take their holiday with us so far since the Government lockdown and closure of holiday accommodation due to Coronavirus. We have been heartened by all your messages of support and understanding during these difficult times. Your words of support and kindness have been an important tonic over the last few weeks.
For anyone wondering what the procedure will be, we are now able to share with you some details of our intended rebooking procedure. This is a rolling programme, so please bear with us as we get to your booking. We are hoping to reopen when it is deemed by the Government as safe to do so, so bookings later in 2020 currently remain valid, but we will not be expecting to take balances for these bookings at the moment.
We recognise that the current situation is difficult for everyone and as a small family holiday business this pandemic is causing us significant financial strain. Our own comprehensive business interruption insurance does not cover us for Covid 19 and we are unable to provide refunds. We have always recommended that at the time of booking people take out travel insurance to cover unexpected circumstances, so we are politely asking you in the first instance to please check any insurance cover you have which might reimburse you for any loss.
If however you are unable to make a holiday insurance claim or if a claim is rejected we will offer you either a like for like stay next year or a voucher for the monies you have paid for a stay at another time. Please be aware however that in moving your booking there will be a complete loss of income for us, so this is why we are encouraging our guests to make a claim.
The following steps summarise our rebooking options which we will ask you to respond when we contact you:
Step 1. Claiming on your insurance
Please check to see if it is possible to claim on your travel, home or credit card insurance. Our closure means that if you have holiday insurance, you should be able to claim.
If you are making a claim and would like to rebook for the same time next year please let us know in your e-mail reply to us and we will reserve this for you. We will create a new provisional booking and reserve it for you with nothing to pay until the claim is resolved. This would be a ‘like for like’ stay and will involve no additional cost to you (i.e. same cottage, equivalent week and 2021 price increases will not apply).
To provide information to support a claim we will cancel your 2020 booking and this will generate an e-mail that should contain sufficient information. If your claim is unsuccessful, please contact us and quote your booking reference to claim a credit for the total value you have paid towards a future stay. If you need further information to provide to your insurer, please let us know. We understand that insurance claims may take some time to resolve and we ask that you keep us updated on the outcome of your claim.
Step 2. No insurance – rebooking your holiday to 2021
If you are unable to claim we will offer you the equivalent week in 2021 (allowing for variations in dates/school holidays).
Step 3. No insurance – voucher for a future stay
If you are unable to make an insurance claim or accept the new ‘like for like’ 2021 booking, we will cancel your 2020 booking and credit you for the total value you have paid us. Your booking reference will be your credit reference and you can use this credit for another holiday with us at any date in the future which you can book by phone when our booking system re-opens.
Thank you in advance for your patience and understanding as we work through this rolling programme. We have listened to your feedback in developing this process. Our booking system will remain closed to all new bookings until we have completed this process and we are not requiring balance payments to be made at the moment.
Please bear with us as we try to work though the unprecedented situation we find ourselves in. To ensure we remain open we have furloughed staff and this means that the office is not manned – please note this means that telephone calls and emails cannot be responded to in our normal prompt fashion.
Finally, please remember to add email@example.com as a safe sender to your email system to ensure you receive any future correspondence.
Best wishes to all of you – stay safe and well and we look forward to the time when we can welcome you again to Bosinver.