tel: 01328 730880

Coronavirus Information for Guests (updated 16th July 2021)

We were delighted to hear the government’s announcement that from Monday 19th July 2021 there will be no restrictions concerning the occupation of holiday cottages. This means there are no limits on the number of households or guests permitted to stay in our cottages.

We appreciate how difficult it has been for anyone to plan a holiday, but please be assured that you can book safely with us and not lose out financially. As a local independent company we wish to treat everyone fairly and we have altered our booking terms and conditions to reflect this as shown below:

If there is a national or regional lockdown which prevents you from staying then you will be given the opportunity to move the dates (in the same property) or if this is not possible you will be entitled to a full refund of monies paid to date.

We have answered some of your FAQs below:

When is my balance payment due?

Balance payments are now due 4 weeks prior to arrival. 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 lockdown regulations?

If government lockdown 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, or restrictions regarding numbers of households or guests.

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) are told to self-isolate (by NHS Test and Trace or School) before my stay?

You are required to stay at home and therefore should not travel to your holiday cottage. We will endeavour to re-let the property and if successful will refund some of your payment. We suggest you contact your insurance company to see if you are eligible for any payment.

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 4.00pm. 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.

Will the Norfolk locals be welcoming?

Whilst there were concerns from local residents about the influx of visitors from other parts of the country during the first lockdown, our area depends heavily on tourism and everyone is most welcome! We ask that you follow government social distancing advice with respect for local residents whilst you are staying in Norfolk.