UPDATED 1st April 2020
Please note we will not be taking any bookings for dates prior to 1 June 2020.
Following the Prime Minister's announcement on 23rd March we realise that our guests will be unable to travel to our cottages at least until 13th April and likely beyond that date. Also that many of you, with particular health conditions, will not be able to travel for at least 12 weeks.
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.
We would also like to make sure that East Ruston Cottages, soon to be celebrating a 12th birthday, stays in business for the future so our guests can look forward to holidays in Norfolk with their dogs and we have financial contingency in place to ensure we are here for all your future bookings.
I have been in touch with all guests who have bookings in the next few weeks with the various options available to them. It is a very busy time for emails and communications so I would be very appreciative of your patience. If you haven't heard from me, please do get in touch.
Please do check to see if you have any travel insurance, either taken out, as we highly recommend, at the time of booking or as part of any bank account, professional membership etc.
As the owner of a small business with a very great care for our guests and owners and a sense of moral responsibility and a reputation built up over 12 years, I am keen to try to work as much possible for the mutual satisfaction of guests and owners, both of whom are integral to the success of East Ruston Cottages.
We understand that this is a worrying situation for everyone. We value your support as customers – without you we wouldn’t be here. So thank you for your continued support during these turbulent times and stay safe and well.
I have a holiday booked in the next few weeks, can I get a refund?
We will contact all guests with the offer of transferring all payments to another holiday, at the same property, to be taken before the end of 2021. Please note that we can only do this once. When the lockdown ends our normal terms and conditions for cancellations will be reinstated.
If you are unable to travel, we can provide documentation for you to make a claim on your travel insurance.
I am due to pay my balance soon, what is the situation with that?
We are reviewing future bookings on a case by case basis. If you wish to wait until nearer the time to pay your balance, please do let me know and we can arrange a different date for the balance payment.
Are you cancelling bookings?
We are not cancelling bookings but understand that in order to responsibly follow the advice of the Government our guests will not be able to travel to their booked holiday cottage so will be working with them to make alternative arrangements.
Where can I get more information on the current situation?
The GOV.UK website has the most up to date information regarding Coronavirus and travel advice.
The government has recommended that anyone showing symptoms (but who do not require hospital treatment) should self isolate along with members of their household. The official guidance is here.
The NHS has issued guidance on how to avoid catching and spreading Coronovirus. It is particularly important for anyone over 70, or if you have a long term condition, are pregnant or have a weakened immune system. The official guidance is here.
I hope you all stay well and safe.
East Ruston Cottages