Updated Saturday 23rd January 2021
NB. The mainland of Scotland is currently in lockdown from 5th to 14th February 2021. It is a legal requirement to ‘stay at home’.
In compliance with lockdown restrictions, our office will currently be closed until 14th February 2021, and a reduced team will be working from home during normal business hours. Due to increased ‘stay-cation’ demand, property availability is limited, so please use the search facility on our website and book online. Very few properties are available for bookings shorter than 7 nights, so if you are trying to book for a shorter period, and the booking system will not allow it, that property is not currently available for less than 7 nights. If you do not have web access, please ring our office number – 01333 330219 – during normal working hours of 9am to 5pm, Monday to Saturday.
Q1. Can I book a property?
A1. No, if your booking will commence before 14th February 2021. After that date, Yes, however please check availability on-line, and refer to the changes to the Covid-19 Restrictions before making your booking. Please refer to the specific restrictions imposed in England, Ireland and Wales if you are travelling from either of these countries. Due to Covid-19 Cleaning Protocols, access to every property is from 4pm on your day of arrival, and exit is by 10am on your day of departure. If you do not have web access, please ring our office number during normal business hours. Please allow 48 hours for a telephone response, as we are dealing with emergencies first, and prioritising dealing with bookings which are due to commence before 14th February 2021. You may receive a quicker response if you e mail us at email@example.com Please remember we are closed after 5pm and on a Sunday.
Q2. I have a booking with you. Can I come?
A2. No, if your booking is due to commence before 14th February 2021. Yes, if your booking commences on or after 15th February 2020, and the property is being occupied by one household, or one household with a support bubble, and the restrictions imposed on your home postcode and Fife within the Scottish 5 tier system, or the specific restrictions imposed in England, Ireland and Wales, allow you to do so.
Q3. The balance of my booking is due to be paid (6-8 weeks prior to commencement). Should I pay it?
A3. Yes, if your booking is due to commence within 6 or 8 weeks (depending on the property). You should use the payment link on your booking document to pay by credit/debit card, or transfer the balance to the bank account details provided on the same document. If you require assistance to make your payment, please ring our office number during normal working hours.
Q4. Can I self-isolate in my holiday property?
A4. No, your holiday property is for recreation and holiday use only, and is not for use as a home or place of residence. You should self-isolate at home. All guests will be required to complete a Covid-19 Self Declaration Questionnaire prior to taking entry.
Q5. What should I do if one of my party feels unwell during my stay?
A.5. Please advise us immediately if any of your party are experiencing symptoms of Covid-19, ring 111 for assistance, and book a test.
Q6. Can I reschedule my booking due to the restrictions imposed?
A6. Yes, you can reschedule your booking if the restrictions imposed within your home postcode tier or Fife do not allow you to travel for non-essential purposes. If you are travelling from England, Ireland or Wales, please refer to the specific restrictions that apply in these countries. You will be offered the opportunity to reschedule your booking (subject to availability and seasonal rent variations) to alternative dates within 12 months of your original commencement date, or offered a voucher which can be redeemed against a future booking at the same property.
Q7. Can payment for my booking be refunded due to the restrictions imposed?
A7. Yes, if your booking is due to commence between 5th January 2021 and 14th February 2021 only, your payment can be refunded (less the non-refundable booking fee detailed on your booking confirmation). We will contact you to discuss your options.
All Covid-19 precautions will apply in-line with F.A.C.T.S
We continue to deal with an increased level of calls and e mail correspondence. Please allow up to 2 business days for a response.
Download NHS Scotland’s Test & Protect App at www.protect.scot
Please keep yourselves and everyone else safe.