Coronavirus: COVID-19 Information

Throughout the Covid-19 pandemic we have been closely following government guidance to ensure we are doing everything we can to help keep guests and owners safe.

Holiday home owners have been provided with a guide on the changes they can make to comply with social distancing and hygiene guidelines. This included advice on enhanced cleaning between lets and also changes to key handover procedures.

For the latest information regarding current restrictions please visit the relevant government website:

We will continue to monitor government advice relating to Covid-19 and provide appropriate advice to owners and guests where necessary.


Payment Protection
Our Online Booking feature includes a Payment Protection guarantee as part of the service fee. This means if you use our online booking feature to book your accommodation you will be eligible for a full refund should the holiday park be closed or if government imposed travel restrictions prevent you from travelling to the holiday home during the dates you have booked.


Bookings - Changes and Cancellations
If you booked a holiday home that you can no longer stay in then you need to contact the owner to discuss your options.

If you booked via our online booking platform and your booking is directly affected by travel restrictions or a holiday park closure then you are entitled to a full refund. If the holiday home owner hasn't already been in touch with you then please get in touch with the owner at your earliest convenience and request that they cancel your booking via their booking management area. If your booking is not directly affected by travel restrictions or a holiday park closure then any refund is at the discretion of the holiday home owner.

If you booked privately with the owner, outside of our online booking platform, then you will need to contact the owner to discuss your booking. The holiday home owner may be willing to offer you a full refund, partial refund or alternative dates but this will be at the discretion of each individual owner according to the terms and conditions both parties agreed to at the time of booking.


Covid-19 - Customer FAQ's

What if I have to cancel my caravan hire because I or somebody in my party is showing symptoms of Covid-19?
You will need to contact the supplier of your caravan hire directly, because your contract for the hire of the caravan is with the supplier. All amendment and cancellation requests will be dealt with in accordance with the supplier’s terms and conditions, including any special conditions or restrictions that were displayed on the website listing. We strongly recommend that you take out a policy of insurance in order to cover you and your party against the cost of cancellation by you.

What if I have to cancel my caravan hire because I cannot travel due to travel restrictions?
If you choose to make payment for your caravan hire via the website’s online payment service using your credit or debit card, you may be eligible for reimbursement of the amount you paid via the platform. Please see our booking terms for further details. 

If you did not make payment via the website’s online payment service, you will need to contact the supplier of your caravan hire directly. All amendment and cancellation requests will be dealt with in accordance with the supplier’s terms and conditions, including any special conditions or restrictions that were displayed on the website listing.

We strongly recommend that you take out a policy of insurance in order to cover you and your party against the cost of cancellation by you, and it may be a condition of your contract with the supplier that you do so.

What should I do if I have symptoms of Covid-19 during my stay at the caravan?
It is a condition of your contract with the caravan supplier that if you or any person named on the booking begins to feel unwell during your stay at the caravan with symptoms of Covid-19, you must inform the supplier and you and your party must immediately vacate the caravan and self-isolate at your home address. A list of symptoms is available via this link: https://www.nhs.uk/conditions/coronavirus-covid-19/symptoms/

Failure to comply may result in your booking being terminated by the supplier and all persons being required to vacate the caravan without any liability for a refund or compensation.

What measures are in place to prevent the spread of Covid-19 at the caravan? 
A summary of the advice from the National Caravan Council on the cleaning of caravans between lets has been distributed to all our suppliers. In addition, all guests should follow government guidance on social distancing and hand-washing.

I can travel at the moment, but I would prefer to postpone my booking to a later date. Is this possible?
You will need to contact the supplier of your caravan hire directly. All amendment and cancellation requests will be dealt with in accordance with the supplier’s terms and conditions, including any special conditions or restrictions that were displayed on the website listing.

If I need to cancel my trip when will I get a refund?
If you made a payment through our online payment service and are entitled to a refund under our booking terms and conditions, you may expect your refund to be processed within approximately 7 days. If you did not make a payment through our online payment service and instead paid the supplier of your caravan hire directly, you will need to contact your supplier for information on refund periods. 

Should I buy travel insurance?
We strongly recommend that you take out a policy of insurance in order to cover you and your party against the cost of cancellation by you; the cost of assistance (including repatriation) in the event of accident or illness; pre-existing medical conditions, loss of baggage and money and other expenses and it may be a condition of your contract with the supplier that you do so.


Last updated: 2 November 2020