Suffolk Escape News

FAQs for Holidays from 4th July 2020 Onwards
Jul 03, 2020

FAQs for Holidays from 4th July 2020 Onwards

We are delighted to be opening again on 4th July but understand that you may have questions regarding your booking or if you are considering a stay in our log cabins or Sheepyard Barn. We have put together some information that we thought may be helpful but we will be reviewing and updating this as and when government advice changes.  Of course, if there are questions that we haven’t answered, please feel free to get in touch and we’ll do our best to help.

I have a booking with you for dates after 4th July, can I visit as planned?

Absolutely! We are open for business from 4th July 2020 as per the Government announcement. We are very much looking forward to welcoming all our guests here as planned and are delighted you will be able to enjoy a relaxing holiday in the log cabins or the Sheepyard Barn.

We are, of course, monitoring the situation closely and should there being any change in government advice that restricts guests from travelling to us, we will contact those impacted on a case by case basis.

If you have a booking in our Sheepyard Barn and are a mixed group from multiple households, please ensure you are compliant with the latest government guidelines and contact us if there are any adjustments to be made to your booking.

I have a booking for the Sheepyard Barn but we are a group of multiple households, can we still visit as planned?

The current government guidelines are that only two households (which can include a bubble) can holiday together in July. We cannot police this and therefore ask that you risk assess your group and decide for yourself if your group is appropriate.

I’ve booked one of your properties – will we be able to use the hot tub?

Yes, the private hot tubs for each log cabin and the hot tub at the barn will be available for you to use. All handles, buttons and areas around the hot tubs will be disinfected prior to your arrival.

I’ve booked the Sheepyard Barn – will we be able to use the indoor swimming pool?

Yes, the private indoor swimming pool at the barn will be available for you to use. All handles, buttons and areas around the pool will be disinfected prior to your arrival.

Are there any changes to arrival and departure times?

To comply with enhanced cleaning protocols as advised by the Government and leading bodies within the industry, our team do require more time between guests arriving and guests departing. Therefore, we kindly ask that guests arrive from 5pm and depart by 9:30am.

I’ve got a balance due to pay, should I go ahead and pay it?

If your booking is in July, August or September 2020 your balance payment is due two weeks prior to arrival rather than our standard balance payment terms. We amended this payment term to allow more flexibility while the country is eased out of lockdown. For bookings from October 2020 onwards, our standard balance payment terms of 8 weeks prior to arrival stand. If you are planning to go on your holiday as per the booking then the balance payment is required.

What is the situation if there is another lockdown?

If another lockdown is reintroduced, we would work with you to transfer your holiday to new dates wherever possible.

What steps are being taken in your log cabins and barn to reduce the risks of spreading COVID-19?

 The health and well-being of our guests and dedicated team is our main priority. As part of our standard operations we have strict cleaning procedures for the log cabins and Sheepyard Barn, however, as you would expect we have implemented additional cleaning protocols to ensure the properties are effectively disinfected and are using cleaning products that are approved to the appropriate certification against coronaviruses. We have also made some small, but important changes, that we believe will help ensure as safe an environment as we can offer.

These include:

  • Slightly later arrival times and slightly earlier departure times to ensure the team have the extra time required to carry out the necessary cleaning protocols.
  • Self check-in rather than us personally meeting you but we will be on site and on hand should you have any questions on arrival. We also have welcome videos set up with lots of information about the accommodation.
  • Our Guest Information Folder will now digitally available to guests prior to arrival rather than having the paper-based version in the accommodation.
  • Some non-essential or multiple items, or those that would be difficult to ensure their sanitisation, have been removed from the properties such as books, DVDs, games, etc.
  • Supplying hand sanitisers, a certified cleaning product and new pump hand soaps at the kitchen sinks for guests to use if they wish.
  • A change in departure whereby we won’t come to your accommodation to say goodbye but will be in touch to ensure you enjoyed your holiday.

We will be encouraging our guests to follow the advice of the Government and the NHS to play their part in reducing the risk of spreading the virus by washing their hands regularly, maintaining social distancing when on the farm and in the local area, maintain good hygiene practices such as using tissues when coughing or sneezing, or your sleeve if you have no tissues, and disposing of tissues in the bin.

We are in a remote countryside location which makes it easier to maintain social distancing. We have some lovely walks from the door or you can soak up the views and watch the new lambs in the meadows. In particular, our log cabins allow you to keep yourselves to yourselves in an isolated environment yet still get away and enjoy a peaceful break.

Here is some guest feedback from a family who stayed with us for one week at the end of July 2020:

“I just wanted to say on behalf of my family and myself a very big thank you for everything you did to enable us to stay with you. We thought the high standards of the Barn were not compromised with the things you had to implement to keep us and yourselves safe during this very difficult time. 
The information sent to us prior to our stay was very comprehensive and clear and the videos were amazing, especially useful for our pizza oven experience! I cannot thank you enough for providing the perfect setting to celebrate my birthday and we all had a brilliant time.  I will certainly recommend the Suffolk escape to others and look forward to joining you again in the future for another break.”

Can I amend my holiday or change my dates?

As we are open for business from 4th July, our standard terms and conditions apply to all bookings. If travel restrictions are increased again due to the spread of COVID-19 then we will be in touch to discuss your situation on a case by case basis.

Will I receive a refund if I want to cancel my holiday?

As we are open for business from 4th July, our standard terms and conditions apply to all bookings.

What happens if I want to cancel my booking because I am worried about catching COVID-19?

We understand you or your family/friends within your group may be worried. As we are open for business from 4th July, and there are no government travel restrictions in place, our normal terms and conditions apply. This means if you choose to cancel, a refund will not be offered. Please do bear in mind that balance payments are not due until 8 weeks prior to arrival (for all bookings in July, August and September this has been reduced to 2 weeks prior to arrival) so we recommend you wait and see what the situation is at that point in time rather than cancelling your holiday now. Things are changing on a daily basis so it’s hard to predict what will happen and we’d hate for you to miss out on your holiday.

To hopefully help ease your concerns a little, we have new cleaning protocols in place that are aligned with leading bodies within the industry and the Government. We are also using products that are approved to the appropriate standard against coronaviruses. If you have any specific concerns, please do contact us so we can help alleviate any worries.

What happens if I need to cancel my holiday because I become infected with COVID-19?

Please contact us to discuss and we will work together to see how we can help.

What happens if I am not infected with COVID-19 but have to cancel my holiday because I have to self-isolate or I’ve been advised not to travel by a medical practitioner?

Please contact us to discuss and we will work together to see how we can help.

What should I do if I or one of my group feels unwell during my stay?

If you or anyone in your accommodation develops symptoms of COVID-19, please contact us to advise us of the situation.

If you/your guest has acute symptoms such as breathing difficulties or life is at potential risk, please seek medical help urgently.

If you show any signs of having the virus then you must immediately go and get tested by contacting https://www.nhs.uk/conditions/coronavirus-covid-19/testing-and-tracing/get-an-antigen-test-to-check-if-you-have-coronavirus/.

If your test is positive, the current guidance from the government is that you will need to return home to self-isolate unless you or any other members in your group cannot drive you home.

If anyone in your group shows signs of COVID-19 then we will need you to provide, names, telephone numbers and email addresses of everyone in the party, so that we can pass this onto the NHS if it is required. This information will not be used for any other purpose.

What if I need to self-isolate whilst I am on holiday with you?

If you show any signs of having the virus then you must immediately go and get tested by contacting https://www.nhs.uk/conditions/coronavirus-covid-19/testing-and-tracing/get-an-antigen-test-to-check-if-you-have-coronavirus/.
If your test is positive, the current guidance from the government is that you will need to return home to self-isolate unless you or any other members in your group cannot drive you home.

What happens if someone has to self-isolate in the property that I have got booked after them?

In the unlikely event that a guest becomes infected with COVID-19 and can’t return home to self-isolate, we may have a situation where your accommodation becomes unavailable for your booking as planned. If this occurs, we will contact you as soon as possible to advise you of the situation. If we are not able to offer you alternative accommodation, we will offer to move your booking to a later date or offer a full refund. We understand this would be an extremely disappointing situation for everyone involved but the management of the circumstances would be beyond our control and we would want to do everything we can to ensure the safety of all involved.

 

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