COVID-19 FAQ's

Existing Bookings

PEAK VENUES  COVID-19 UPDATE  19th October 2020

Following on from the latest Government announcements, we are again inundated with queries from our existing customers due to stay with us. We promise to respond to every guest who is affected by the new and ongoing changes to legislation and we will be communicating with lead guests only via email.  

There is currently no official end date to the new rules, however, the legislation is subject to regular Government review which means restrictions may be relaxed or tightened within a few weeks or even days. As such, in order to prioritise, we are providing assistance to customers with imminent bookings, and we are initially only able to respond to affected customers with bookings due to start prior to 20th December 2020. 

We politely request that if your booking is due to start after this date, that you wait and see what the position is nearer the time. Please be assured that if it is impossible for you to take your booked holiday due to legal restrictions after 20th December 2020, 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.

Changes to Rules on Gatherings.

You can visit GOV.UK for the most up to date information. Check your local restrictions using this POSTCODE CHECKER to understand changes that may impact your stay. It is the guest’s responsibility to check the rules on whether you are able to travel.

New rules state only 6 people can gather inside or outside a home, and the new Tier system introduced in October puts certain areas into local lockdowns that prevent different households mixing. An exception to the new rule is that a single household or a support bubble bigger than six can still socialise together, but not with anyone else at the same time.

We can confirm that all of our properties fall within the local areas of High Peak (Hope Valley and Buxton wards), Derbyshire Dales and Amber Valley. All of these areas are currently at a MEDIUM risk level. 

Localised restrictions:

There are now a number of different legislated localised restrictions in place in England and Wales.

Whilst the UK government has not made it illegal for single households/support bubbles to travel to a self-catering holiday property in England in any of the 3 tiers they have specifically advised people not to travel into/out of Tier 3 (very high risk) areas. As such, we ask that all of our guests who live in or who have booked holidays in Tier 3 areas adhere to the Government guidance and that they contact us to defer their bookings until later this year or next year or to discuss other options that may be available to them. It remains the responsibility of guests to ensure they are complying with the law.

COVID-19 FAQ's 

My party is more than six guests will my stay be affected by the new government regulations?
If your group is larger than six and more than one household, it will impact your booking and our team are working through all affected bookings in date order, the lead guest will be contacted via email in due course with options. If your party comprises of six guests or fewer then your booking at this time is unaffected. 

My group no longer meets the government legislation and we have a booking within the next six months, can I get a refund?
If your booking does not meet the new regulations set out on 14th September then we will be contacting you to discuss your options, these may include, reducing your group size to comply with legislation, moving your booking to a new date in 2021 or cancelling your holiday and receiving a refund. Currently we are dealing with all bookings between now and 20th December 2020.

I have a booking in January 2021 how long will it take you to get in touch with me?
We are working in date order, and we must prioritise bookings that are due to arrive in the coming days and weeks. Our team are working seven days a week to try to support all guests as quickly as possible but there are an enormous amount of bookings affected and each one must be dealt with individually. There is currently no official end date to the rules set out on 14th September (and subsequent local lockdown tiers introduced in October), however, the legislation is subject to regular Government review and changes, which means restrictions may be relaxed or tightened within a few weeks or even days. As such, in order to prioritise, we are providing assistance to customers with imminent bookings, and initially we are only able to respond to affected customers with bookings due to start prior to 20th December 2020.

We politely request that if your booking is due to start after this date, that you wait and see what the position is nearer the time. Please be assured that if it is impossible for you to take your booked holiday due to legal restrictions after 20th December 2020, we will support you with options of transfer or cancellations/refunds. If there are no legal restrictions in place that will affect your stay at the date your booking is due to start, your booking will go ahead and our normal terms and conditions will apply.

I have received a ‘balance due’ email reminder from you but we cannot complete our booking as our group is larger than 6 people, 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 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. 

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. As most of our team are now working remotely, 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.

What extra precautions are you taking for my stay?
Please visit the Holiday Safely page on our website for the most up to date information on how we are preparing our holiday cottages and the changes we have put in place for guest and employee safety.

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 after 8th June 2020 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

New Bookings

Can I book a holiday with you?
Yes you can! We are operating within current government legislation and guidelines and so if you wish to holiday in 2020 with us you may do so provided your group meets the current legislation. We have some fantastic properties available with some huge discounts for small groups so why not plan to stay somewhere extra special?
We are also taking bookings for 2021 but beware that key dates are almost fully booked already so get planning! Click here to check availability and book 

What if I need to cancel my holiday?
All new bookings made are now covered by Mastercancel, you can get a refund for any reason provided you cancel between 60 and 3 days of arrival. You receive a full refund on what would have been the day of departure. More details about Mastercancel can be found here

We are a group of 14 friends who want to get together for Christmas 2020 will you be able to accommodate us?
Sadly, at this time we are not able to take bookings that fall outside of the current government legislation as this would be breaking the law. The prime minister has advised that these measures are likely to be in place for at least six months and so we are working on the basis that we cannot take group bookings greater than 6 people for the next 6 month period. Please do not ask us to make exceptions for your group and please do not misinform us with your group size when making a booking. Any group bookings that are found to exceed the legal limits will be cancelled, or if in attendance, will be required to vacate the accommodation immediately at a cost to you.

How can I be sure the home I am due to stay at will be clean?
Each home continues to undergo a thorough clean as part of the changeover between bookings. Considering current events, all owners now make extra provisions, have conducted risk assessments and are following the most up to date guidance from the Department for Health & Social Care. More details on holidaying safely with Peak Venues can be found here

What to do if I develop COVID-19 symptoms whilst I am on holiday?
If you or a member of your party develop Coronavirus symptoms at any point during your stay you must contact your house representative listed in your check in details. Please be aware that if you or a member of your party develops symptoms whilst on holiday, you and your party must go home immediately to self-isolate and inform us straight away so that we can take the necessary actions for cleaning the property.
We are complying with HMG legislation updated as of 14th September 2020. Only one household (including single adult social bubble) or no more than a group of 6 can gather together.  We ask that you socially distance from other guests and be rigorous in following social distancing rules, washing your hands, wearing a face covering when in public spaces and keeping 2m from others.