Sleeps12.com - Coronavirus (COVID-19)
We are currently experiencing unprecedented demand. To help us deal with queries we ask that you include your Booking Ref, Surname and Holiday start date in the subject line and please be patient, we will get back to everybody as quickly as we can.
The situation is changing daily and we continue to follow guidance from the government and The Department for Health & Social Care. As a result, this page will be monitored and reviewed regularly.
We continue to review all our policies daily and are seeking advice from the government.
During these difficult times the safety of our people, our customers and our property owners is of paramount importance to us.
What if I am due to travel during the ‘stay at home’ measures?
We have sent an email communication to all customers who have a booking due to start between the 23rd March and 14th April 2020 – During the government ‘stay at home’ order.
To support our customers in these difficult times, we have continued to offer the ability to change the dates of their holiday. Customer safety is our primary concern, and therefore we have waived our normal amendment fees. Customers can amend bookings by email us at firstname.lastname@example.org.
We can also facilitate a request for a credit to your account from the holiday home owner. We will also credit our portion of the holiday to ensure customers receive 100% back in credit. Customers will then be able to use this credit to book a holiday at any property within a designated time, depending on the property owners preference.
How are you working with your Home Owners?
As an agent for the holiday home owners, we are working closely with them on how we can facilitate the amendments to enable customers to transfer their bookings to a later date. The booking contract is between the holidaymaker and home owner and we are working closely with them to keep them up to date on the ever changing scenarios as their agent.
I have a upcoming booking, can I still go?
On 23rd March 2020, the Government issued the instruction that everyone must stay at home.
Therefore, you will not be able to travel to your holiday destination. Supporting our customers through this period is our primary concern, and we will allow any customer impacted to amend their booking by emailing us at email@example.com and our usual amendment fee waived.
Can I amend my holiday?
We are working to support our customers so have waived our normal amendment fees for customers impacted by Covid-19. We are continuously monitoring the situation regarding this and it is important to us that we offer support and reassurance to our customers during this time. Please email us at firstname.lastname@example.org to find out if your holiday home owner is able to facilitate a reschedule.
Why am I being quoted a higher price to change my dates?
The price of your current holiday is based on this years pricing and can adjust throughout the year as seasonality changes. This is a standard practice for all companies in the travel industry, as prices are generally higher where there is greater demand.
If you try and move your dates to the same time in 2021, then please bare in mind the day of the week you were due to arrive this year and try and select the same day of the week next year. For example, if you were due to arrive on Friday 27th March 2020, then you should select to arrive on Friday 26th March 2021. Selecting similar dates for 2021 will minimise an increase in prices due to inflationary increase and property demand increases. We have not made any upwards pricing amends as a result of the current situation.
We are not accepting bookings for any holidays arriving before June 4th 2020.