Coronavirus (covid-19) Update 

 
Update 16th March 2021 15:00
 
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.
 
Bookings due to take place before 12th April 2021
 
Following the latest English government announcement, we will contact customers with affected bookings as soon as possible.
 
If you live in England, or your booking is for a property that is located in England, and it is due to commence before 12th April 2021, you may not be able to travel due to the National Lockdown which came into force on Tuesday 5th January 2021. Under the Government’s national lockdown legislation, holiday travel is not permitted to, from or within 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. 
 
Bookings due to take place between 12th April and 21st June 2021
 

There are Government-imposed restrictions on party sizes and the number of households that can mix, and these restrictions may affect your booking.​

On 22nd February 2021 the Prime Minister announced the roadmap for easing Covid-19 restrictions in England.

This roadmap sets out key dates for self-catering holidays in England. Please note these dates are subject to change in line with government updates:

  • 12th April - single households can travel on self-catering holidays.
  • 17th May - the rule of six, or a larger group of up to two households, will be allowed.
  • 21st June - all legal limits on social contact will be removed.
 
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..
 
If your booking is for a property in Wales, and starts from 27th March 2021 - 11th April 2021

We have emailed all customers with bookings for properties in Wales with a start date from the 27th March 2021 up to and including 11th April 2021 who we believe may be affected by Covid-19 legislation and restrictions in Wales. From 27th March 2021, single household only travel is permitted within Wales. We are currently supporting customers departing up to and including 11th April 2021.

If you are unable to travel you may either rearrange to new dates, with no amendment fee; or receive a full cash refund* if preferred.

If your booking is for a property in Wales, and starts from 12th April 2021 - 16th May 2021


If your booking is for a property in Wales from 12th April 2021 - 16th May 2021, and contains a single household or multiple households/bubbles, and you’re travelling from England please bear with us. The Welsh government are still to confirm guidance and legislation relating to Covid-19 for this period.

 

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.

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: 16th Mar 2021 15:00