Sykes cottages

fifeken

Aylesbury_Duck said:

Xendar said:

Sorry, I don't agree with Aylesbury_Duck.  It is not a change of mind.  The below is taken from the BBC News website:

And on Sunday evening, the government issued a further statement, clarifying its advice that "people should avoid travelling unless it is essential".
Essential travel, the Department for Health and Social Care said, "does not include visits to second homes, camp sites, caravan parks or similar, whether for isolation purposes or holidays".

Therefore the government has decided for anyone with a booking with Sykes Cottages or any other holiday rental company that they shouldn't go.  Holidays are not essential travel.

I'm in a similar situation and received an email from Sykes stating that we could amend our booking but our contract with them does not allow a refund.  I think this is disgusting.  Amending our booking isn't an option for my family.  These are extraordinary times and Sykes should be looking to government for support not putting the onus on their customers.  I'm self employed and there's currently no support for me or many others who are self employed.  That money would really be useful right now and could possibly to towards us booking another holiday once the pandemic has eased.

It is a change of mind because the government's advice is exactly that - advice.  You're correct that the government has said people shouldn't go, but that's not the same as mustn't go.

Until the government expressly forbids OP from travelling to the booked cottage (or until the cottage owners close the cottage), OP can choose to go or not.  In those circumstances, I would expect OP's insurer to reject a claim, but it's worth OP talking to their insurer to find out exactly what is and isn't possible.

Insurance normally kicks in when the government advice is against all but essential travel overseas as issued by the FCO.  Now this I assume is domestic travel and a different department (Department for Health and Social Care from Xendar's post) but it's reasonable to expect the same outcome IMO, and for insurance to pay out.

Xendar

With last night's announcement Sykes should refund all customers as they are also saying that you should not travel.  Surely they are breaching their contract because it isn't their customer's choice anymore.

darrenj1

The sykes website states
"On the 23rd March 2020, Prime Minister Boris Johnson addressed the nation and issued an instruction that everyone is to remain in their homes. Therefore, anyone due to depart for their holiday before 4th June 2020 will be able to amend their booking free of charge. You are able to do this easily online through your account" As they cannot provide the service I paid for, they should refund it. Of course they have 16,000 calls, maybe if they auto issued refunds, they would have less calls?

Rossie64

Been trying to get through on the phone to Sykes since 9am, permanently engaged and no live chat either. At the moment it definitely seems like it’s the onus on the customer to try and sort this out which is unfair when there is no way of contacting them as I can’t find an email address for their customer service. The holiday was due to start this Friday and it was for my birthday present too! I will wait and see if they issue a more helpful email than the previous one. We have been a customer of theirs on several occasions now too. Park dean/John Fowler etc are already offering refunds as a matter of course. 

Xendar

I have looked and my travel insurance will cover the cost of my booking with Sykes but they need evidence I have tried to obtain a refund first.  Sykes are impossible to contact but I have tried through Facebook and Twitter (there is a lot of hate for them on Twitter at the moment).  I also picked some possible email address to send my request to.  The following email addresses haven't bounced back although I've had no response yet either.

info@sykescottages.co.uk accounts@sykescottages.co.uk marketing@sykescottages.co.uk finance@sykescottages.co.uk

Xendar

Just so you know, one of those email addresses must work and is being monitored as I've just had a message via Facebook Messenger from Sykes saying they have received my email and will get back to me as soon as possible.

Redchico123

I have a property booked with Sykes for my son's 21st Birthday on 24th April, booked for 2 nights for 10 family members. Tried to contact Sykes by phone today, no luck. Website says no refunds, but we can re-book. He is only 21 once so not really interested in re-booking, but as no refund offered we then looked at late September. Re-booked for 25th September, only to find out that we have to pay £382 extra, not very happy & will not use this company again!

Hkettle

I am due to travel 10th April for with 12 family members, spent 2 and a half hours in a queue, to be told we can change dates but can not cancel with a full refund. The issue there is that there are no dates suitable when the property is available, as it has to be the same property. We have children in the group as well as people who work in schools, and family member in finance, so is restricted to dates. There are no suitable alternatives for us but Sykes are saying there are plenty of dates at the cottage so we aren't allowed a refund.
Please help.

Brackenfield

I also have a booking with Sykes, for 11th april but wouldn't let me cancel (4 families from different parts of the uk)

With this in mind I have amended the booking to next easter and its £200 cheaper! Funnily enough sykes say they can charge extra but not refund any difference..... not impressed.  

The email address is working

customerownersupport@sykescottages.co.uk

will4444

i also have a sykes cottage booked on the 10 of april I'm being tolled they do not refund so i need to change the dates i simply don't want to .....why can't i get my money back under these circumstances.