This page will be reviewed and updated regularly.
Last updated: Mon 19 Oct 2020, 2:12pm
We at 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.
Please refer to this page for regular updates. For further information, visit: https://www.gov.uk/government/topical-events/coronavirus-covid-19-uk-government-response
If you can't travel to the property due to legal requirements, you have the following options:
Amend your Holiday Dates
If there is a difference in cost, you will be charged/refunded the difference.
Receive Gift Vouchers
Claim gift vouchers to the value of what you have paid so far, plus a 5% bonus as a goodwill gesture.
Receive a Full Refund
Claim a full refund on what you have paid so far.
You can choose any of these options by using our booking amendment form. We will continue to monitor the situation as it progresses.
You have all of the options above along with one additional option:
Amend / Confirm your Party Details. You can still come on holiday if you agree to reduce the number of guests by using our booking amendment form.
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.
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.
We want to work with you to get the best possible outcome for everyone, which is why we want to help to try and move your holiday to another date where possible, and also why we are waiving the normal amendment fees for this.
We are advising guests to pick a new date simply because we are now taking lots of NEW bookings for later in the year and 2021. If you take a refund, we cannot guarantee availability later on. If you transfer your date, you hold onto a date for later on.
Should you still wish to cancel your holiday, you can receive a refund (minus booking fee). Please request cancellation in writing to [email protected]
If you purchased cancellation insurance with us before 4:27pm on 11 March 2020, from our recommended partners, you will be covered for Coronavirus-related illness in certain circumstances. If you purchased this policy after this time, 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.
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.
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.
We are currently experiencing extremely high call volumes into our customer service teams. Currently, if you are due to arrive at your holiday property/location on or after 27 July 2020, we would ask that you refrain from calling us until two weeks before the date of arrival in order to allow us to help those whose bookings are due to begin imminently.
We would advise you to check the GOV.UK website for the most up to date information:
With the chancellor's announcement about the reduction of VAT from 20% to 5% in these sectors it is important to note the following:
Your cottage is classified as "holiday accommodation" under VAT Notice 709/3, section 5.1
Under this same VAT Notice section 5.8 clearly states "there is no reduced value rule for holiday accommodation". Hence there is no change to the way we process payments to you, the owner, or calculate the commission and the subsequent 20% VAT added to the commission.
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.
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
If you purchased travel insurance through Quality Unearthed before 4:27 pm on 11 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 11 March 2020 will not cover claims relating to coronavirus.
If you have previously paid for one band on insurance (e.g. £1,000 cover) and move your holiday booking to a more expensive week, you have the choice of either:
*Each change to a booking is subject to the individual property owner's approval and we have no control over this.
You can be sure that if your holiday can no longer take place due to any government lockdown restrictions, we will offer you several flexible booking options.Find out more
Your booking should go ahead as planned. If you have a question about your holiday, you can get in touch with us via our contact form here, but please be aware that we are extremely busy at the moment and are dealing with immediate enquiries as a priority.Get in touch
Your booking should go ahead as planned. Please refrain from contacting us at present; rest assured that if we need to get in touch with you regarding your booking, we will do so. If you are looking to pay your balance or have a specific enquiry, you may find the answer in our FAQs.Read our FAQs
In these unprecedented times, it is extremely important that we safely react to the ongoing events and restrictions of the world around us. If you have any questions about a new or upcoming booking, you may find that we have already answered them here.View our latest updates
Due to the Coronavirus outbreak, we have revisited our cleaning guidelines for property owners and cleaning staff and produced a separate booklet, exclusively for COVID-19.Read the booklet