COVID-19 Holiday Help

Updated 24.03.20

We are trying to help our guests wherever we can.

We thought the following may help those guests with travel insurance who need to cancel their stay with us due to the Government’s lock down and travel restrictions resulting in them not being able to travel to their holiday property as planned.

The first thing you should do is call your insurance provider and they will advise you on the steps you need to take for your specific policy.

We have had several emails from guests claiming on their travel insurance. The following seems to be the general steps their insurance firms have recommended they follow. It may be of use to you if you are also making a claim on your travel insurance.

The insurance firms have first requested that you inform us, The Suffolk Escape, in writing that you are unable to take up your booking due to the UK Government’s restrictions on your travel movements.  We will then need to respond to confirm that your request to cancel has been accepted and resend you the cancellation terms you agreed to at the time of booking.  Your claim should then progress with your insurers from there.

To help, here are a couple of examples of the sort of messages we are receiving from guests who are in contact with their travel insurers.


Example one

Further to this weeks government guidance in terms of non-essential travel and now all having to stay at home, we are obviously (and sadly) unable to take up occupancy of the XXXXXX property from DD/MM/2020 – DD/MM/2020 at The Suffolk Escape.

Please can The Suffolk Escape respond in writing to inform me that you have received my cancellation notice and confirm your cancellation policy for our booking as per your Terms and Conditions.

Thank you in anticipation of your help. We are very sad not to be able to stay, please ensure you all stay safe there. 

Many thanks 


Example two

Further to my recent conversations with Andrew, I will be seeking reimbursement from my travel insurance given that I could not travel to The Suffolk Escape for a holiday in your holiday property XXXXXX from DD/MM/2020 – DD/MM/2020. This was due to government advice changing on 23rd March stating that all but essential travel was banned.  

As such, I am writing to confirm the cancellation of our above booking as we are unable to attend due to the Government travel restrictions. Please can you send me confirmation of your receipt of this and also send on details of your policy on cancellations relating to our booking.  

Kind regards


If you need any further help, please don’t hesitate to contact us. We are happy to help and provide support where possible. We, like everyone else, are finding our way through this but we are committed to helping make this process as stress-free as we can.

From myself and all of my team, thank you for the support you have shown us.

Please stay safe, keep well and we hope you and your families the very best over these hard times we find ourselves in.

Andrew and the team