tel: 01328 730880

Coronavirus Information for Guests – Your questions answered (updated 13th October 2020)

Due to the high volume of calls and emails we are receiving with changes to government guidance we thought it may be helpful to answer some of your frequently asked questions:

We are delighted that North Norfolk remains an area with one of the lowest COVID levels in England and is classified as a medium COVID alert area with our cottages open for holiday lets. Please see the government's official guidance here detailing the local COVID alert levels and to check which tier applies where you live. https://www.gov.uk/guidance/local-covid-alert-levels-what-you-need-to-know.

Can I still come and stay in one of your holiday cottages?
Yes you can stay providing that you do not live in a Very High risk COVID alert area and you follow the government guidance which applies to the area you are resident in.

Does the government regulation regarding the "rule of 6" for social gatherings apply to holiday cottages?
Yes the ruling does apply to holiday cottages and means that 6 is the maximum number of guests (including children) that may stay together in a holiday cottage, unless the household number is greater than 6 or the household with the support bubble exceeds this number.

Can more than one household stay together?
This depends upon the area that you live in. Households are permitted to mix inside if you live in a Medium COVID alert area, but only one household (with support bubble) is permitted if you are resident where the local COVID alert level is High.

What should I do if my booking is affecting by new government regulations?
Please contact us to discuss the options available and we will do our best to resolve this. Please do not contact us if your booking is more than 5 weeks ahead as we simply do not know how long this legislation will be in place for and it is likely that local covid alert levels will change.

When is my balance payment due?
Balance payments are usually collected 6 weeks prior to your stay but under these special circumstances this has been reduced now to 4 weeks. You will receive a reminder from us a few days before your balance is due.

What happens if I cannot travel due to government COVID regulations?
If government regulations prevent you being able to stay then we will give you the opportunity to reschedule your booking in the same property at a later date, or if this is not possible you will be entitled to a full refund. This applies to any regional and national restrictions.

What happens if I decide I don’t want to stay and decide to cancel my booking?
Our normal cancellation terms and conditions would apply. If we were able to re-let the property then some refund may be given, but the deposit is always non-refundable.

What if I (or any of my household) test positive for Coronavirus before my stay?
Please do NOT travel to the property and stay at home. We suggest you check your travel insurance to see if you are eligible for any payment. We will endeavour to re-let the property and if successful will refund some of your payment.

What happens if anyone staying in the property develops symptoms or tests positive for Coronavirus?
Please leave the property at the earliest opportunity and notify us immediately either by telephone or email. If you are tested positive or symptoms develop if you have stayed with us in the last 7 days, please also contact us immediately.

What steps have you taken to make sure the cottages are clean and safe for me to stay in?
Hygiene in our cottages is of the utmost priority and all housekeepers have been informed of the importance of sanitising properties properly with new stringent cleaning procedures in place. They have been instructed to ventilate the property whilst cleaning and to clean and disinfect high contact areas including door handles, remote controls, light switches, the key safe etc. You may notice that some non-essential items have been removed e.g. bedspreads and decorative bed cushions as these items cannot be laundered each week. As most of our cottages are people's second homes they may contain books, toys and games. It is not possible to guarantee that all these items are disinfected, so if you wish to handle any of these items please wash your hands thoroughly afterwards or leave them for at least 72 hours.

Do I need to come to your offices to collect the keys?
To minimise the risk of infection we believe it is important to have contactless handovers, which is why we have ensured that you will be able to gain access via a key-safe and return the keys there at the end of your stay.

What are the check-in and departure times?
To ensure that there is additional time for housekeepers to carry out the enhanced cleaning programme, the arrival time for all our cottages is from 5.00pm. Please do not request an earlier check-in time as this will not be possible. We respectfully request that all cottages are vacated promptly by 10am at the end of your stay. (There are some cottages where the departure time is 9am)

Will the Norfolk locals be welcoming?
Whilst there have been concerns from local residents about the influx of visitors from other parts of the country during lockdown, our area depends heavily on tourism and since July everyone has been most welcome! We ask that you follow government social distancing advice with respect for local residents whilst you are staying in Norfolk.

Will pubs, shops and local attractions be open?
We are pleased that Norfolk is most definitely open for business and prior to your stay we will send you a link to a local website detailing what is open.