Coronavirus; All You Need to Know as a Best of Suffolk Guest

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UPDATE: Please see this open letter from our director and a letter to our local communities

Best of Suffolk are asking our guests to follow the clear Government advice to stay at home.  Our holiday cottages have now closed in line with Government advice for all dates up to and including 4 June 2020.

We have taken the decision to move all bookings for arrivals up to and including 4 June 2020. 

As a result of the Government’s advice to stay at home, the Best of Suffolk team is running a reduced operation.  As such we are available to support ONLY guests due to arrive in the next seven days.  If your booking is NOT within the next seven days, please email the team on [email protected] and your request will be dealt with as soon as we’re able. 

In support of Government guidance and to protect the wellbeing of our team, the Best of Suffolk office is now closed.  The team are working from home and are responding to your emails in priority order.  Please do not call unless you are due to arrive in the next seven days.  At which point, you can leave a voicemail and the team will get back to you via email.  Rest assured, the office may have closed, but our service continues.

Hello and welcome to the Best of Suffolk page on the current situation in regards to the Coronavirus (Covid-19).  This page is updated regularly so please do keep checking for the latest information.

In these difficult times we are doing our best to look after those who holiday with us, who market their property though us, those who work for us, and very importantly our local communities.

Our role is to make sure that you, our guests, feel reassured, happy and know exactly where you stand with regards to your upcoming holiday to Suffolk.  Our preference, wherever possible, is for you to change your holiday dates to later in the year (2020) rather than cancel your booking.  We are waiving the usual £50 administration fee and moving dates without charge.  Any difference in rate will be required and and date change is subject to the owner’s discretion, but we are trying to do all we can to keep the tourism industry in Suffolk going in these times of uncertainty.

We are continuing to follow Government guidelines.  Below is a guide which should answer any queries you might have.  But should you find your specific query isn’t answered, as always the Best of Suffolk team are here to help.

Please note, we are experiencing a high volume of calls at the moment.  If you are due to travel within the next 7 days we would like to prioritise these calls by requesting anyone with travel dates outside of the next 7 days to email [email protected] and we will respond as soon as we are able. Thank you for your understanding at this difficult time.  We want to take the right action to protect lives, guided by Government advice.

In the meantime we’d like to share with you what we are doing.  The situation is changing on an almost daily basis, as of Monday 30 March, this Q&A explains our position.

Q&A – Bookings from now up until 4 June 2020

Q: I have a booking due to take place before 4 June. Can I still come?

A: No. The Government guidance on this is clear.  In line with many holiday cottage agencies across the UK, if you made a booking, you can arrange to move your holiday to another date at the same property in 2020, subject to availability.  The administration fee will be waived.   Please note that if you move your booking to a date with a higher price, you may have to make an additional payment.

It would be helpful if you can identify a new date that you would like to move your booking to, using our availability calendar, before you contact us.  Please email your request to [email protected] with the following information;

  • Booking reference number
  • Original arrival date
  • Preferred new arrival date (in 2020)
  • Phone number to contact you on

We will check the details and reply to you to confirm the move. If our policy on this changes, we will update this page.

Q: I don’t know what date I want to move my booking to.

A: Email [email protected] with your booking reference number and explain that you wish to move your booking and don’t yet know your dates.

Q: My booking is for a date after 4 June, can I move my booking too? 

A: If you wish to move your booking it will be subject to our standard terms and conditions. If this situation changes we will update this page.

Q&A – Bookings 4 June 2020 onward

Please note, this is Government’s advice as it currently stands, and should this change we will update this page accordingly.

Q: What happens if I need to cancel my holiday because I catch Coronavirus?

A: Firstly we sincerely hope this does not happen!  In the event it does, check your travel insurance as to whether this would be covered.  If you have taken out Booking Protect through Best of Suffolk, contact details are at the bottom of this page with a guide to their cover for Coronavirus.  If you are not covered by your own insurance, and did not take out Booking Protect, your booking will not be refunded.

Q: What happens if I cancel my holiday because I want to self-isolate?

A: We can understand your concern, but the first thing you’ll need to do is check with your travel insurance if you’ll be covered for that exact situation.  If you took out Booking Protect, please see the links below for their cover in this circumstance.  If you’re not covered by travel insurance, we would not refund the booking under these circumstances.

Q: What happens if I am advised not to travel by a medical practitioner? 

A: Again, with this situation, your first port of call will be your travel insurers to see if this exact situation is covered.  If your insurance provider, or Booking Protect, do not cover this, we would not provide a refund.  We know this will be disappointing, so we will try to help with a change of dates at the owner’s discretion (please see section below).

Q: What happens if I want to cancel because I am worried about catching Coronavirus?

A: Government advice is to stay at home.  With the amount of press and media coverage, we can understand apprehension to travel due to the possibility of coming into contact with Coronavirus.  For future bookings from 4 June 2020 onward, our standard terms and conditions apply.  This means, if you chose to cancel, you will not be refunded by Best of Suffolk, and it is unlikely you will be covered by your travel insurance.

Booking Protect

If you took out Booking Protect through Best of Suffolk, here is their guidance on Coronavirus:

Booking Protect Guidance on Coronavirus

As much as we would like to help, all queries and claims need to be handled direct through Booking Protect and not through Best of Suffolk as your cover is with Booking Protect. Here are their contact details;

Booking Protect Website – https://bookingprotect.com/

Booking Protect Email – [email protected]

Booking Protect Enquiry Form – https://bookingprotect.com/contact-us/

 

The information above is correct at time of publishing this article, Monday 30 March 2020.