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

Coronavirus Image

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

Best of Suffolk are following all Government advice. Our holiday cottages have been closed in line with Government advice for all dates up to 4 July 2020, except for those housing front line key workers. 

Following the recent briefing from the Prime Minister, we have taken the decision to move all bookings for arrivals up to 4 July 2020. 

In support of Government guidance and to protect the wellbeing of our team, the Best of Suffolk office remains closed.  The team are working from home and are responding to your emails in priority order.  Rest assured, the office may have closed, but our service continues.



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.

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 11 May, this Q&A explains our position.


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

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

A: No. The Government guidance on this is clear.  In line with many holiday cottage agencies across the UK, your booking with be credited as a voucher which will allow you to redeem the credit by moving your holiday to another date at the same property on for before 31 December 2021, subject to availability.  The usual £50 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. Full details will be provided to you by email along with your voucher credit.

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

A: That’s fine. The voucher will be valid for travel on or before 31 December 2021.  Keep hold of the voucher, and when you know when you would like to travel, you can redeem it.

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

A: At present, there are no restrictions on travel for 4 July 2020 onward.  If Government advice on this changes, we will update this page and our customers with bookings affected, notifying them of their options.

Q&A – Bookings 4 July 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 July 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 –

Booking Protect Email –

Booking Protect Enquiry Form –


The information above is correct at time of publishing this article, Monday 11 May 2020.