This form is currently for guests with holidays commencing before 4 July 2020. We will continually monitor this situation and will be updating all other guests in due course.
This page will be reviewed and updated regularly.
Last updated: 2 June 2020, 12:43 am
**UPDATE** We have taken the decision to block out all of our calendars for all bookings up until the 4th July. (For clarity, this means that the first date your holiday can start is the 4th July). We have made this decision in light of the expected ongoing extensions to the current UK lockdown, in order to protect our customers, owners, cleaners, and staff during this difficult period. We will continue as we have been, by reviewing this regularly based on advice and updates from the UK Government.
Continued Coronavirus Update
Quality Unearthed is closely monitoring the situation regarding Coronavirus (COVID-19) and we want to assure our customers we are doing everything we can to provide the necessary support and advice.
The Government guidelines and advice remains that holiday homes or destinations other than your main abode are not permitted to be used during the current and ongoing lockdown. At the time of writing, no one in the UK is allowed to stay overnight in one of our properties. We have actively been working with our imminent guests throughout the initial lockdown, and through its various extensions, and the majority have now postponed to later dates in 2020 and 2021. However, for those with concerns regarding their upcoming holiday, we are waiving the amendment fees of anyone staying between now and 3rd July 2020. Please use the form above to let us know what you wish to do.
Please refrain from calling at this time if your holiday falls beyond these dates, we will be updating guests of other dates in due course.
We will be continuing to follow guidance from the UK government. We will keep you informed, as and when the situation changes, so please refer to this page for regular updates.
For information on current Government regulations visit: https://www.gov.uk/government/topical-events/coronavirus-covid-19-uk-government-response
Will I be refunded if I choose to cancel my holiday?
We want to work with you to get the best possible outcome for everyone, which is why we want to try and help you move your holiday to another date where possible, and also why we are waiving the normal amendment fees for this. .
Can I amend my holiday or change my dates?
We are offering those staying between now and 3rd July 2020, the opportunity to change the dates of their holiday to later dates*, where possible. We are waiving our usual amendment fee in light of the current situation, and we will continue to monitor the situation as it progresses. (For clarity, the 3rd July represents the last departure date. If you have a booking due to start on the 4th July, this is still going ahead until we hear more from the Government).
What happens if the dates I choose are more expensive?
You'll be asked to contribute the additional payment for the dates of your choice, should they be more expensive. We simply won't charge the additional and usual amendment fees for this. Alternatively, should your dates be cheaper, you will be refunded the difference.
Am I covered by cancellation insurance?
If you purchased cancellation insurance before 11th March, from our recommended partners, you will be covered for Coronavirus-related illness in certain circumstances. We cannot guide you on your cover, as it is with a third-party so we recommend checking your insurance policy documents for the terms of your policy.
If you purchased your policy after this date, you will not be covered.
If you purchased your policy from an insurance company independently, please refer to their policy documents and T&Cs as we cannot guide you on this.
Am I covered if my dates fall within a lockdown?
Again, we would refer to your specific policy, but it's likely that no insurance policy would cover you for this. Where a government prohibits or restricts travel this is not typically covered by the policy, but again, you need to seek clarification from the insurance provider that you purchased your policy from.
If the government prohibits or restricts travel, and you feel like you may lose your holiday, contact us using the form above to enquire about moving your dates to a different time of year. We will do our utmost to accommodate your booking for different dates later in the year or 2021.
Will I be refunded if I can't go on holiday because I am self-isolating?
If you have cancellation insurance, please check with your insurance provider directly or refer to your policy documentation. Alternatively, if your holiday is due to commence before 3rd July 2020, contact us using the form above so we can try and secure your alternative dates without incurring the amendment fee.
What will happen if I need to self-isolate whilst on holiday?
We recommend that you continue to monitor the guidance from the Department for Health & Social Care. It is recommended, should you be required to self-isolate, that this is carried out at your home residence, in case the need arises for a more prolonged period of isolation.
Can I be sure the property is cleaned appropriately and safe to visit?
We are working closely with our owners to ensure that property cleanliness and hygiene standards are consistently met.
Our owners have been advised on the NHS guidelines on how to prevent the spread of germs: https://www.nhs.uk/live-well/healthy-body/how-to-prevent-germs-from-spreading/
We will continue to follow instructions by The Department for Health & Social Care, and have advised our owners to do the same.
Can I speak to somebody about my holiday / property?
We are currently experiencing extremely high call volumes into our customer service teams. If you are due to arrive at your holiday property / location on or after the 4th July 2020, we would ask that you refrain from calling us until closer to the date of arrival in order to allow us to help those whose bookings are due to begin imminently.
I still want to cancel. What should I do?
You can still opt to cancel your holiday in line with our Terms and Conditions.
Should you wish to cancel your holiday, please do so in writing to [email protected]
To view our terms and conditions before you decide to cancel, please visit https://www.qualityunearthed.co.uk/booking-conditions
Where can I receive more information about Coronavirus?
We would advise you to check the GOV.UK website for the most up to date information. https://www.gov.uk/guidance/coronavirus-covid-19-information-for-the-public
Can I do anything to limit the spread of Coronavirus?
We ask that during this unique time, those who are taking holidays as normal just remain aware and be respectful to properties, and the owners and cleaners. We would appreciate your help to ensure you leave your property in a clean and tidy state, as you will have found it. This, in turn, will allow the cleaning agencies to focus on ensuring the high standards of cleanliness and hygiene for the next guests can be upheld without any disturbance or delay.
We aim to give you as much chance as possible to amend your dates, however, if we do not receive your amended date requirements, at the latest, by 11am on the day before you are due to arrive, we will not be able to transfer your dates and you will not be entitled to a refund.
Insurance Purchased through Quality Unearthed
Who is my insurance provider?
If you have purchased insurance through Quality Unearthed your insurance is provided by Endsleigh. Your insurance documents were provided to you at the time of booking.
Am I covered for cancellation due to Coronavirus?
If you purchased travel insurance through Quality Cottages before 11th March 2020 then you should be covered if you are diagnosed as having coronavirus, or you are required to self-isolate, or if you or a member of your household has contracted the illness, provided that the holiday date coincides with the period of self-isolation and you obtain a case reference from NHS111, please see further information online. Please contact Endsleigh to discuss your circumstances further.
If you transfer your booking using our online form and have had confirmation of this please note we have been informed that Endsleigh will allow the policy to be transferred to the amended booking, but that it will not cover any future claim relating to COVID-19 coronavirus.
Policies purchased after 4:27 pm on Monday 11th March 2020 will not cover claims relating to coronavirus.
What if my holiday is more expensive?
If the customer has previously paid for one band on insurance (e.g. £1,000 cover) and they move their holiday booking to a more expensive week, the customer does have the choice of either:
a) Pay the extra insurance premium to upgrade their cancellation insurance to a higher cover limit (e.g. from £1,000 cover to £2,000 cover)
b) Keep their existing cancellation policy, but risk being “underinsured”… which means they would only receive a portion of their money back if they made a cancellation claim.
How do I contact Endsleigh?
If your travel policy starts with BN9, IL9, IS9, KL9, NG9, NS9, SG9 or UL9 please use the following numbers:
Travel claims: 01202 038 946 | Mon-Fri: 8am to 8pm Sat: 8am to 4pm
If your travel policy starts with GY9, MT9, SA9 or SL9 please use the following details:
Travel claims: 01202 038 946 | Mon – Fri: 9am to 5pm Sat-Sun: Closed
*Each change to a booking is subject to the individual property owner’s approval and we have no control over this.