Following the Govt advice that we are in 6 weeks of lockdown we will not be accepting any bookings for January or February until we have further guidance.  We are are still accepting bookings for dates after the end of February.

HOW IS MY BOOKING COVERED AGAINST A COVID CANCELLATION?

A guest should notify ERC as soon as possible of the need to cancel a booking.

**ALL GUESTS ARE STRONGLY ENCOURAGED TO TAKE OUT TRAVEL CANCELLATION INSURANCE**

Cancellations as a result of "Government Order, Direction or Advice or a Change in Law" (for example COVID-19 reasons), excluding weather-related advice, will receive a full refund or can be rescheduled for a later date. So if Lockdown or Tier changes mean your holiday has to be cancelled you can receive a full refund or a transfer of the full amount to a future booking date.

Cancellations for any other reason will be subject to our standard cancellation terms as follows.

If a guest cancels their booking for reasons other than those above, we will endeavour to re-let the dates.  This includes the lead booker or a member of the booking party falling ill with Covid19 or needing to self-isolate.  Should we be successful in securing a replacement booking, we will refund the amount from any replacement booking (which may be less than already paid e.g. if the replacement booking price was discounted or only some of the days are re-let) minus an administration/processing fee of £30 and the booking fee paid at the time.

WHAT IS ERC DOING ABOUT COVID CLEANING/KEEPING GUESTS SAFE?

The safety and health of our guests is our primary concern, along with our responsibilities towards cottage owners and employees - our great teams of cleaners and gardeners - also the wonderful communities in which we are based.  Our owners and cleaners are all working hard on their changeover cleaning regimes and will be ensuring that your holiday property is fully sanitised and disinfected.

As of the 25th of September, it is a legal requirement for all holiday properties to display a QR code. Upon arrival at the property, please download the NHS COVID-19 app, go to the venue check-in option and scan the QR code on the laminated sign found in the property. As long as one person in the group does this, it will suffice. Thank you for your co-operation with this.

We will need the full amount of changeover time to complete a thorough sanitizing clean above and beyond our usual standards and deal with all the high touch surfaces etc so please do respect the arrival and departure times to give our cleaners and owners the chance to do all they need to do during changeover for the next guests.

Some properties will have changed the arrival and departure times to allow a longer period in which to do the necessary clean.  Where this is the case you will be advised.   If you do arrive early and the cleaner is still working then please do respect their safety by staying out of the property until they have departed.

You will be asked if you would still like the welcome pack, would prefer to bring your own bed linen/pillows, and other preferences in the arrival email - please do respond to this.  We understand completely that we have an obligation to keep everyone safe with proper cleaning procedures but also that you want to be able to relax and enjoy a 'normal' holiday and have choices.

We will not be able to offer our grocery putting away service during changeover for the time being so please only book deliveries for when you are going to be at the property.

Above all, please do email me sue@eastrustoncottages.co.uk if you have any questions at all and I will try my hardest to answer them.  It's a situation like no other we have experienced in the 12+ years of running East Ruston Cottages so it's all new but I am in constant communication with owners and cleaners to make sure everything is done to keep everyone informed.

I hope you all stay well and safe and very much look forward to seeing you here on holiday!

For the latest Govt advice - visit this website.
https://www.gov.uk/coronavirus

Sue Allen
East Ruston Cottages