UK Holiday Cottage Booking

MYMETERISCOMPLEX

Hi all
After advice please. We paid in full by debit card (flush at the time) for a holiday cottage rental when it was booked in Feb for a week’s holiday starting 31st July. We have a disabled son who while not on the official list of vulnerable people, has a condition that means his immune system is weakened and we were advised by his GP to shield, which we have been doing.

in late March the holiday company invited concerned customers to complete a holiday transfer form to defer bookings, which we duly did and sent back. We heard nothing but were not concerned as their initial comms stated that they were working through in priority order.

By 29th May we had still heard nothing. Their website still said not to try to contact them as they were aware of requests but were going through a big backlog, which we understood. By this time though we had decided that despite government talk of 4th July as a loosening of restrictions date we still had major concerns and would actually prefer to cancel. I wrote and sent an email to this end on that date, explaining our circumstances. One month on and with one month to go to the holiday we have still heard nothing. I have tried to phone them but don’t get answered. Again I guess they are just snowed under. All we have had from them is an auto generated email on 18th June reminding us that the holiday is coming up and they are taking steps re Coronavirus (later check ins due to better cleaning etc)

Is there anything else we can do, other than keep phoning and emailing in the hope that someone will respond? Trouble is by the time they do they may not wish to cancel or even transfer as it will be too near the date and they may not be able to re-sell.

Incidently in terms of the transfer form completed in March, it just electronically went. There was no electronic copy retention and no confirmation email. My recollection is that it was an offer made to all customers who had holidays booked, rather than just up to 4th July, as the significance of that date hadn’t been determined at that point. Ideally though we now wish to cancel (even though I expect an Admin fee to do so)

The company by the way is Kent and Sussex Cottages

Thanks for responses

sheramber

Are you phoning the number on the covid 19 FAQ page ?

[Deleted User]

I have a feeling that because your holiday is scheduled for end of July when it is hopeful all holiday homes will be open in England, Wales and Scotland then the original terms and conditions will remain in place for you?     Not sure what happened to your request but perhaps only applied to those who couldn't go because of lockdown?   

I personally wouldn't worry too much about taking my son as they seem to be taking extra precautions regarding health and safety at the cottages and you can always take some anti bac wipes etc.  You can also keep required distances.   But if you really don't want to go this year, all you can do it keep trying to contact.   Eventually, hopefully, someone will get back to you (I appreciate how infuriating it is as was much same myself)

MYMETERISCOMPLEX

sheramber said:

Are you phoning the number on the covid 19 FAQ page ?

I am yes

MYMETERISCOMPLEX

Tedber said:

I have a feeling that because your holiday is scheduled for end of July when it is hopeful all holiday homes will be open in England, Wales and Scotland then the original terms and conditions will remain in place for you?     Not sure what happened to your request but perhaps only applied to those who couldn't go because of lockdown?   

I personally wouldn't worry too much about taking my son as they seem to be taking extra precautions regarding health and safety at the cottages and you can always take some anti bac wipes etc.  You can also keep required distances.   But if you really don't want to go this year, all you can do it keep trying to contact.   Eventually, hopefully, someone will get back to you (I appreciate how infuriating it is as was much same myself)

Thanks. I’ll keep trying