COVID-19 FAQ's

Existing Bookings

Covid-19 Information

Following on from the latest Government announcements made over the last few days, all of our properties will continue to remain closed until at least the 22nd February 2021. All guests who have a booking during the current lockdown period will be contacted via email with offers of support. Please bear with us as we work through each booking. 

If you have a booking with an arrival date after February 22nd 2021 and your balance is due, please note that we are not requesting balance payments due to the uncertainty of the restrictions that are in place. We shall be contacting each booking on a week by week basis, so please do not worry, we will contact you.

We are monitoring the situation and will update this page as and when we have further information available to us. Please be assured that if it is impossible for you to take your booked holiday due to legal restrictions/extended lockdown or further local lockdown restrictions, there will be options of support available to you. If there are no legal restrictions in place at the date your booking is due to start our normal terms and conditions apply.

In the meantime, we have created the following FAQ’s which may help to answer some of the more common queries we are receiving with regard to COVID-19.

COVID-19 FAQ's 

I have received a ‘balance due’ email reminder from you but we cannot complete our booking due to lockdown/group size, why have you sent me this?

Unfortunately, our payment reminder emails are automated from our booking system, and so you may receive emails requesting payment over the coming weeks. If you know that your booking cannot go ahead, please do not worry about these emails. We will be contacting everyone affected by the lockdown in due course to discuss your options.

We are a group of six and are due to stay with you, what happens if part of our group is forced into a local lockdown or there is a national lockdown that will affect our plans to travel?

Should a local or national lockdown affect your plans to travel we will of course support you to either move or cancel your booking as we did so during the previous lockdown earlier this year. Please be patient with us, any national lockdown or indeed significant changes to legislation creates another wave of administration across hundreds of bookings and when this happens, we must work in date order prioritising our imminent guests. 

What happens if advice changes whilst I’m on holiday?

If you’re already on holiday when new restrictions are announced – you can still finish your trip as planned. Until the end of this holiday, you should make every effort to reduce socialising indoors with those outside of your household and follow the most current regulations and guidance.

Why can’t I get through on your phone number?

Our phone lines remain closed currently as we do not have the capacity to manage phone lines and respond to email enquiries. The Peak Venues team has been reduced for the next few weeks so all correspondence you will receive from us will be via email. This helps us to manage the administrative process we have to complete for each change to a booking but it also means we can keep a written record of what has been agreed with the lead guest with regard to changes to your booking. We understand that this may be frustrating for you, and it is certainly not the usual level of customer service you would receive from us, but it is necessary in order for us to manage each booking correctly.

I have Mastercancel on my booking can I use this to cancel my booking and when do I get my refund?

If you have a booking with Mastercancel coverage (any new booking placed between 8th June 2020 and 8th January 2021 will be covered) you can use this facility to cancel your booking within 60 and 3 days of arrival. You will receive 100% of money paid out and all refunds are paid on the day of departure. More details on Mastercancel can be found here

I have already moved my 2020 booking to dates in 2021 and we still cannot travel due to restrictions, can I move my dates again? 

Under our Book Safe Covid Promise any existing booking that has been transferred from previous lockdowns in 2020 will be covered by our Book Safe Covid Promise

New Bookings

Can I book a holiday with you?​ Yes you can! We have been operating within current government legislation and guidelines and will continue to do so once we are able to open again. Now is definitely the time to get planning a fantastic holiday for summer 2021 , simply click the link below to check availability and book online.

Check Availability & Book Online