Coronavirus (covid-19) Update
Update 15th June 2021 09:30
We are currently experiencing extremely high call volumes. So that we can assist customers effectively and efficiently, we are prioritising customers with imminent bookings and request that should you need to get in touch, you use the dedicated email addresses below to communicate your preference.
If your booking is for a property in England, and starts from 17th May 2021 - 19th July 2021
Following the latest English government announcement, we will contact customers with affected bookings as soon as possible.
It is expected that England will remain in Step 3, where only 6 people or two households (with Linked Households being classed as 1 household) are permitted to travel together on holiday in England.
If your booking is affected you may either rearrange your booking to new dates, with no amendment fee by emailing This email address is being protected from spambots. You need JavaScript enabled to view it.; or receive a full cash refund* if preferred by emailing This email address is being protected from spambots. You need JavaScript enabled to view it..
We are working hard to process refunds as quickly as possible, however due to the volume of affected bookings, this may take up to 45 days from the date you submit your choice.
If you booked through Airbnb or TripAdvisor you will need to contact them directly to amend your holiday dates or request a refund.
If your booking is due to start on or after 20th July 2021 and you believe your booking will be affected please bear with us, these FAQ’s will be continuously updated as we review our date bands in line with Government guidance.
Thank you once again for your understanding and patience, stay safe 
*Please note that the cash refunds offered under this policy for rental charges are made by the Owner of the property and facilitated and offered by Character Cottages as an Agent on behalf of the Owners. Character Cottages is happy to make an ex gratia payment covering our commission and fees, as a gesture of goodwill and not because of any legal obligation to do so.
Last updated: 15th June 2021 09:30
