tel: 01328 730880

Coronavirus Information for Guests – Your questions answered (updated 10th July 2020)

We are delighted that our holiday cottages are now open again and are pleased to welcome you all to Norfolk. Due to the high volume of calls and emails we are receiving, we thought it may be helpful to answer some of your frequently asked questions:

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 there is another government lockdown?
If there is a national or regional lockdown which prevents 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.

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 wear masks, aprons and gloves to avoid any contamination. They will 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 you will be 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 many places are already open for business and prior to your stay we will send you a link to a local website detailing what is open.