Coronavirus (Covid-19) FAQS

Coronavirus Update and guidance for guests

Updated 26.11.20 

The Coronavirus outbreak is an evolving situation and we are constantly monitoring Government and NHS advice. During this unprecedented situation we would like to reassure you that the health and wellbeing of our guests, property owners, housekeeping teams and the wider community is of the utmost importance as always. We understand you may be worried about any upcoming holidays you have booked with us and we are working our hardest to assist you.  

National Lockdown in England from 5th November

From Thursday 5th November 2020 until Wednesday 2nd December 2020 the whole of England is subject to lockdown restrictions.  If you have a holiday booking with ourselves during this period, that booking cannot go ahead. 
We are contacting guests with bookings commencing on or before 2nd December starting with the most imminent arrivals.  You will as per the earlier lockdown be able to either:

- Defer your booking to an alternative date (subject to availability)

- Receive  a credit note for the same property.

- Cancel your booking and receive a full refund.

As the booking contract is between yourself and the owner, all options are at the discretion of the Property Owner and not Northumbria Coast & Country Cottages.

We kindly request you bear with us as we are receiving extremely high volumes of calls and emails.

Tier 3 - Bookings from 2nd December 2020

 From 2nd December it has been announced Northumberland will be placed in Tier 3 with accommodation being closed.  If you have a booking from 2nd December to 23rd December your holiday unfortunately will not be able to go ahead.  For Christmas and New Year bookings, we are waiting for further updates to see if these will be able to proceed. Please wait for a member of staff to contact you and you will be offered the options detailed below as during national lockdowns.

Government Guidance - please click here.

Northumberland Council Guidance - please click here.

You will be offered the following options - these are at the discretion of the Property Owner and not Northumbria Coast & Country Cottages.

• Defer your booking to an alternative date (subject to availability).

• Receive a credit note for the same property.

• Cancel your booking and receive a full refund.

In the event that you are unable or unwilling to travel for any other reason, our normal cancellation procedure will apply.

Christmas bookings between 23rd and 27th December

We are able to offer bookings over the Christmas period of 23rd to 27th December for groups of people who have formed an exclusive "Christmas bubble" composed of people no more than three households.  Please read full information on the Government website here

Please note you will need to adhere to the Tier 3 ruling - information here    

Guests travelling from Scotland

Please see the latest travel guidance for those living in Scotland here and for those living in Scotland within local lockdown areas here.

Guests travelling from Wales

Please see the latest travel guidance here. 

If your booking is affected by the latest firebreak restrictions which came into force at 6pm, 23rd October 2020, please contact us immediately.

Customer amended policy for all new holiday bookings. 

Bookings made during the current Covid-19 situation will not be offered a refund but will be offered the opportunity to defer their booking for the same property and date for 2021 subject to the agreement of the property owner and availability.   The guest will be responsible for paying the difference for a week attracting a higher tariff. One transfer is permitted and should the guest wish to alter their booking again at a later date our normal cancellation policy will apply.

If guests are unable to commit to a date for 2021 we will request from the property owner permission to offer a credit voucher to be used as payment for the same property up until the end of 2022 or cut off date as agreed by the property  owner. 

Please contact us by email:  bookings@nccc-ltd.co.uk

 What steps are being taken in holiday Cottages to reduce risk?

We have advised all our owners and caretakers to follow the latest guidelines and protocols regarding cleaning the properties and to pay particular attention to high contact surfaces such as door handles, light switches, keys and remote controls amongst others. 

A Covid Risk Assessment has been carried out and all cleaners/housekeepers will employ the relevant PPE while preparing the properties and use the appropriate  products to clean and disinfect as advised by the various authorities.

If you have any additional concerns we recommend that you bring any additional cleaning items with you.

Full details will be emailed to you prior to arrival.

We look forward to seeing you soon! 

• Northumbria Coast & Country Cottages reserve the right to update these Booking Terms and Conditions. First published 17th March 2020.