This form is currently for guests with holidays commencing before 31 May 2020. We will continually monitor this situation and will be updating all other guests in due course.
If you’d like to amend your booking to a later date, please fill out the form below.
We are currently prioritising guests who are staying in the next 14 days, so please bear this in mind when you contact us.
This page will be reviewed and updated regularly.
Last updated: 1st April 2020, 09:21 am
Continued Coronavirus Update
Quality Unearthed are 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 majority of our customers are following Government guidelines and advice not to travel unless it is absolutely essential. We have actively been working with our imminent guests 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 31st May 2020.
Please refrain from calling at this time if your holiday falls beyond these dates, we will be updating guests 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. There are currently no warnings issued by the UK government against travel within the UK but even where this may become a reality, we would not able to offer refunds, which is why the best course of action is to move your dates to a different date, to allow you to make use of the holiday that you've been looking forward to.
For help and information on this, see below.
Can I amend my holiday or change my dates?
Many guests are following Government regulations and continuing to travel as planned, and our commitment is to ensure you have a safe and enjoyable holiday at this time, as we would at any other time.
We are, however, working closely with our owners to provide alternative arrangements should you not be able to travel.
We are offering those staying between now and 31st May 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.
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 there is a lockdown?
Again, we would refer to your specific policy, but it's likely in the event of a UK-wide lockdown, 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 BY EMAIL 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.
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 31st May 2020, contact us 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 after the 1st June 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.
*Each change to a booking is subject to the individual property owner’s approval and we have no control over this.