Holiday straddling coronavirus rule changes

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We have a Devon holiday booked for Friday 14th May (7 nights).

This was booked via Helpful Holidays and coincidentally we just paid the bill last week.

On Thursday we received an email saying that due to the property having some communal space (i.e. a shared hallway) we either have to change the booking or cancel it.

There is no availability until next year and we desperately want to go. Particularly because this was already moved from last year (we’d booked back in 2019). We are expecting a child and are not planning on travelling later this year / early next year.

Upon phoning Helpful Holidays we found that we could arrive on Monday 17th May (the date the rules change) and therefore still have 5 nights. However, we’d still have to pay for the full 7 nights.

I would have thought it reasonable and mutually beneficial that we receive a partial refund for 2 nights and the property owners will still receive some income for the remainder of the trip rather than it being cancelled entirely.

Do we have any legal protection on this one? Or a way of playing it? I would expect if speaking directly with the owners they’d be more reasonable but negotiating with the agency has been fruitless.

Appreciate any words of advice.

Upsidedownandaround

The legal protection you have is that if the holiday you have booked is not available then you are entitled to a refund. Presumably this is what Devon Holidays mean when they say "cancel". If you wish to make a new booking on the 17th for 5 nights then this would be subject to the rates offered.

I wouldn't presume you aren't already negotiating with the owners through the agency.

p00hsticks

Upsidedownandaround said:

Presumably this is what Devon Holidays mean when they say "cancel".

But whatever you do, don't cancel it yourself.

You must let them tell you that they cannot provide the accomodation for the dates in question.

Indigo_and_Violet

Assuming you weren't charged to move the booking (ie have paid 2019 prices) and taking into account the massive increase in demand for UK holidays this year, given that you want to take the holiday I'd be tempted to take the "5 nights for the price of 7" deal. You are assuming that the owner cannot re-let the property so will lose all income if you cancel. The fact that it's fully booked til next year shows that demand is strong and if you cancel there's a reasonable chance they could re-let to another 'desperate to holiday' family for more than you originally paid for 7 nights. 

[Deleted User]

Good point @Indigo_and_Violet.  Prices have rocketed. 

silvercar

You'd only be left with 4 nights. If you arrive on Monday 17th, you have the nights of Monday, Tuesday, Wed & Thurs. As a 7 night booking from the previous Friday would normally end on Friday morning.
You could, if you were minded to do so, arrive at 00.01 on Monday morning, so increase that to 5 nights if you really wanted to.

silvercar

Do they have ground floor rooms? Any possibility of hurdling in through the window for the first 3 days, to avoid the communal space?

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silvercar said:

You'd only be left with 4 nights. If you arrive on Monday 17th, you have the nights of Monday, Tuesday, Wed & Thurs. As a 7 night booking from the previous Friday would normally end on Friday morning.
You could, if you were minded to do so, arrive at 00.01 on Monday morning, so increase that to 5 nights if you really wanted to.

Oops my mistake - the holiday was actually due to start on Saturday 15th May. Good spot!

silvercar

pagepagepagepage said:

silvercar said:

You'd only be left with 4 nights. If you arrive on Monday 17th, you have the nights of Monday, Tuesday, Wed & Thurs. As a 7 night booking from the previous Friday would normally end on Friday morning.
You could, if you were minded to do so, arrive at 00.01 on Monday morning, so increase that to 5 nights if you really wanted to.

Oops my mistake - the holiday was actually due to start on Saturday 15th May. Good spot!

In that case you have 5 nights, plus a 6th if you arrive at the hotel so late on Sunday night that it is past midnight.

ellie99

OP, I'm the other side of your story. I let an apartment which can only reopen on the 17th May due to a communal hallway.
I've got guests booked in from 15th, and I've offered them either cancelling and their money back, or having them arrive on the 17th, at the normal rate we charge for 5 nights. I know that doesn't help you, but I would say that 5 nights is 90% of the weekly rate, as cleaning and laundry are the same and it's unusual to be able to fill the other 2 nights.
So I'd say it's up to you to decide if that extra 10% is too much to pay if they won't agree to you getting a discount. If it is, get them to cancel so you get your money back.

Btw, it's 3 weeks since my guests were asked what they wanted to do, and I STILL don't know!

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ellie99 said:

OP, I'm the other side of your story. I let an apartment which can only reopen on the 17th May due to a communal hallway.
I've got guests booked in from 15th, and I've offered them either cancelling and their money back, or having them arrive on the 17th, at the normal rate we charge for 5 nights. I know that doesn't help you, but I would say that 5 nights is 90% of the weekly rate, as cleaning and laundry are the same and it's unusual to be able to fill the other 2 nights.
So I'd say it's up to you to decide if that extra 10% is too much to pay if they won't agree to you getting a discount. If it is, get them to cancel so you get your money back.

Btw, it's 3 weeks since my guests were asked what they wanted to do, and I STILL don't know!

Thanks ellie99. That's an interesting perspective - and to think of it is as only 10% extra does soften the blow somewhat.
It sounds as you have been more than reasonable in your offer to your guests.

I think what we are experiencing here is a blanket policy applied by Helpful Holidays and they are not considering the exceptional circumstances we're all living in.