Coronavirus Booking Amendment Form

Looking to amend your booking?

This form is currently available for bookings due to begin in the next 30 days (start date before ).

Eligible reasons to amend a booking include:

  • having more than 6 guests over the age of 11
  • travelling from an area with local lockdown restrictions (check here)
  • your holiday was due to take place during a "circuit break" lockdown period

If your holiday starts after this date and believe it will not be able to go ahead, you can call our team on 01348 837871 and we will discuss options with you.


These details can be found on your booking confirmation email.

Your Holiday

Please fill out this form

Fill out the form below and we will get in touch with you as soon as possible.

Please note that enquiries will be dealt with in holiday start date order, with imminent holidays prioritised.

Please refrain from contacting us at the moment

We are currently focusing on holidays commencing before . We will continually monitor this situation and will be updating guests in due course.


Thank you for your cooperation at this unique time.

This booking has taken place

It appears this booking has taken place (or is taking place now), so you cannot use this form to contact us.


If you believe this is an error, then please get in touch.

This booking is cancelled

It appears that this booking has been cancelled, so you cannot use this form to contact us.


If you believe this is an error, then please get in touch.

Please choose from the options below:

In Wales, there is currently a rule for a maximum 6 people over the age of 11 staying in one accommodation.

Your holiday however could still take place: please clarify the ages of any children that are staying or adjust the total number of guests so that it meets the requirements of the rule above.

Please let us know in the 'Leave a message' box below.

Can't decide on new dates? Select 'Receive Gift Vouchers' from the options above to choose new dates at a time that suits you.

Summary of changes

Current
New
  Difference in Cost

Your remaining balance will decrease from £ to £.

This will be due by (8 weeks before your new holiday).

Your remaining balance will increase from £ to £.

This will be due by (8 weeks before your new holiday).

Your balance will remain the same (£).

This will be due by (8 weeks before your new holiday).

Due to your new holiday estimate being less, it looks like you will be due a refund of £.

Please note: the estimated cost of your new holiday excludes any optional extras you may have originally added (i.e. Hot Tub, Aga, Cancellation Insurance).

Quality Cottages Gift Vouchers

We understand in the current climate that not everyone can be sure when they would like to go on holiday. For flexibility, we are offering Quality Cottages vouchers that you can redeem on a future holiday with us.


Our gift vouchers normally last for 12 months from the time of purchase but, in this unique current world situation, we are currently extending this to 18 months. We hope this allows you to enjoy your Welsh holiday at a time that suits you.


Gift Voucher Summary
Cost of Holiday
Paid So Far £
Voucher Amount (includes 5% goodwill gesture) £

Refund on your holiday

During the Coronavirus pandemic, we have successfully moved thousands of guests to alternative dates in the future, meaning 2021 dates especially are being booked up faster than normal. This is why we are suggesting that you do try and find alternative dates or receive gift vouchers so you can still enjoy your holiday in Wales at a later date that you have secured well in advance.

However, if you really do wish to cancel and receive a refund of £ (what you have paid so far), then please leave a message in the box below explaining your reasons and eligibility.

If eligible for a refund, we will be in touch as soon as we can - please note we are extremely busy at present, and the refund process could take up to three weeks. Your enquiry will not being ignored - thank you for your patience and understanding during these unusual times.

By clicking the button above, you agree to any new applicable holiday charge - please consult the property page for rates.

This page will be reviewed and updated regularly.

Last updated: Fri 16 Oct 2020, 1:12pm

Quality Cottages are closely monitoring the situation regarding Coronavirus (COVID-19) and we want to assure our customers we are doing everything we can to provide the necessary support and advice.

Please refer to this page for regular updates. For further information, visit: https://www.gov.uk/government/topical-events/coronavirus-covid-19-uk-government-response


Frequently Asked Questions

I am currently in a local lockdown and/or live in a high-risk area and cannot travel to the property for my booking. What happens now?

If you can't travel to the property due to legal requirements, you have the following options:

Amend your Holiday Dates
If there is a difference in cost, you will be charged/refunded the difference.

Receive Gift Vouchers
Claim gift vouchers to the value of what you have paid so far, plus a 5% bonus as a goodwill gesture.

Receive a Full Refund
Claim a full refund on what you have paid so far.

You can choose any of these options by using our booking amendment form.

We are advising guests to amend and choose a new date, simply because we are now taking lots of NEW bookings for later in the year and into 2021 and beyond. If you amend your booking, you hold onto a date for later on; if you choose to take a refund, we cannot guarantee future availability.

We will continue to monitor the situation as it progresses.

My booking has more than 6 people over the age of 11 and breaks the Welsh Government restriction. What are my options?

If your booking has more than 6 people over the age of 11, you have all of the options above along with one additional option:

Amend / Confirm your Party Details
You can still come on holiday if you agree to reduce the number of guests by using our booking amendment form.

Alternatively, if we have contacted you regarding your booking and have asked for clarity on ages of children in your party, please also confirm the ages of any children who are staying so that we can be sure your party meets Welsh Government requirements.

What happens if I amend my holiday and the new dates are a different price?

If your new dates are more expensive, you'll be asked to pay the difference in price; we won't charge the usual additional amendment fees for this.

Alternatively, should your dates be cheaper, you will be refunded the difference in price.

Is there a cut off period for amending dates?

We aim to give you as much chance as possible to amend your dates, however, if we do not receive your amended date requirements, at the latest, by 11am on the day before you are due to arrive, we will not be able to transfer your dates and you will not be entitled to a refund.

I am expecting a refund, when will I receive this?

We are currently extremely busy and our team are working tirelessly in order to get refunds to eligible guests as soon as possible. Please note that refunds could take up to three weeks to be processed, starting from the date of notification of the refund. For refunds based on a successful re-let, this three week processing period will start from the date of the original holiday. Thank you for your patience and understanding.

Am I covered by cancellation insurance?

If you purchased cancellation insurance with us before 4:27pm on 11 March 2020, from our recommended partners, you will be covered for Coronavirus-related illness in certain circumstances. If you purchased this policy after this time, you will not be covered.

If you purchased your policy from an insurance company independently, please refer to their policy documents and T&Cs as we cannot guide you on this.

What will happen if I need to self-isolate whilst on holiday?

We recommend that you continue to monitor the guidance from the Department for Health & Social Care. It is recommended, should you be required to self-isolate, that this is carried out at your home residence, in case the need arises for a more prolonged period of isolation.

Can I be sure the property is cleaned appropriately and safe to visit?

We are working closely with our owners to ensure that property cleanliness and hygiene standards are consistently met. Our owners have been advised on the NHS guidelines on how to prevent the spread of germs: https://www.nhs.uk/live-well/healthy-body/how-to-prevent-germs-from-spreading

We will continue to follow instructions by The Department for Health & Social Care and have advised our owners to do the same.

Can I speak to somebody about my holiday/property?

We are currently experiencing extremely high call volumes into our customer service teams. Currently, if you are due to arrive at your holiday property/location more than 14 days from today, we would ask that you refrain from calling us until you are within 14 days from your date of arrival in order to allow us to help those whose bookings are due to begin imminently. Thank you for your patience and understanding.

Where can I receive more information about Coronavirus?

We would advise you to check the GOV.UK website for the most up to date information:
https://www.gov.uk/guidance/coronavirus-covid-19-information-for-the-public

We have also put together a blog on limiting the risk of spreading potential infections and best practices:
https://www.qualitycottages.co.uk/aroundwales/eliminating-infection-risks-holiday-cottage

I'm a guest, and following VAT reductions announced by the Government on 8 July 2020 for the hospitality and tourism sector, will I receive a refund or discount for my booking?

With the chancellor's announcement about the reduction of VAT from 20% to 5% in these sectors it is important to note the following:

  • We do not directly provide the accommodation you visit and instead provide a booking/marketing service to our owners and booking service to you as guests. These services are not applicable to the announced changes.
  • The majority of holiday cottages are independently owned, and as such do not have enough annual income to be liable to register for VAT and as such cannot charge VAT on their rental prices. As such, all prices listed on our website are exclusive of VAT.
  • When agreeing on pricing with our property owners, we pass on the owner's rental price direct to you without addition and as a result are not liable to add VAT on the rental price which is charged to you, the guest.

As an owner, do the VAT changes announced by the Government on 8 July 2020 apply to me?

Your cottage is classified as "holiday accommodation" under VAT Notice 709/3, section 5.1
Under this same VAT Notice section 5.8 clearly states "there is no reduced value rule for holiday accommodation". Hence there is no change to the way we process payments to you, the owner, or calculate the commission and the subsequent 20% VAT added to the commission.


Insurance purchased through Quality Cottages

Who is my insurance provider?

If you have purchased insurance through Quality Cottages your insurance is provided by Endsleigh. Your insurance documents were provided to you at the time of booking.

If your travel policy starts with BN9, IL9, IS9, KL9, NG9, NS9, SG9 or UL9 please use the following numbers:Travel claims: 01202 038 946 | Mon-Fri: 8am to 8pm Sat: 8am to 4pm
Claim online

If your travel policy starts with GY9, MT9, SA9 or SL9 please use the following details:
Travel claims: 01202 038 946 | Mon - Fri: 9am to 5pm Sat-Sun: Closed
Claim online

Am I covered for cancellation due to Coronavirus?

If you purchased travel insurance through Quality Cottages before 4:27 pm on Monday 11 March 2020 then you should be covered if you are diagnosed as having coronavirus, or you are required to self-isolate, or if you or a member of your household has contracted the illness, provided that the holiday date coincides with the period of self-isolation and you obtain a case reference from NHS111, please see further information online. Please contact Endsleigh to discuss your circumstances further.

If you transfer your booking using our online form and have had confirmation of this please note we have been informed that Endsleigh will allow the policy to be transferred to the amended booking, but that it will not cover any future claim relating to COVID-19 coronavirus.

Policies purchased after 4:27 pm on Monday 11 March 2020 will not cover claims relating to coronavirus.

What if my holiday is now more expensive?

If you have previously paid for one band on insurance (e.g. £1,000 cover) and move your holiday booking to a more expensive week, you have the choice of either:

a) Pay the extra insurance premium to upgrade your cancellation insurance to a higher cover limit (e.g. from £1,000 cover to £2,000 cover)

b) Keep your existing cancellation policy, but risk being "underinsured", which means you would only receive a portion of your money back if you made a cancellation claim.


*Each change to a booking is subject to the individual property owner's approval and we have no control over this.

We have helped thousands of guests move their holiday

Our primary aim is for you to enjoy your holiday when it is safe to do so. All of our team have been working tirelessly to amend holiday dates for bookings that have been affected by Coronavirus.

If a booking is cancelled and a refund is requested, we will act as quickly as we can to deal with the request. However, please be aware that it may take up to three weeks for monies to reach you once the booking has cancelled. We will, of course, do all we can to get this resolved promptly, but due to unprecedented demand, it may take some time.

Since 1961, we have invested significantly in systems that allow us to process bookings as easily and efficiently as possible. We have prided ourselves on providing "Quality" holidays and making beautiful memories for happy customers, yet in these uncertain times, our systems are strained and pushed in a way they were never designed or intended to be. That is to mass-cancel, mass-move and mass-refund. We hope it goes without saying that we are trying our best and will make every effort to promptly deal with your requests.

Thank you for your patience and understanding. We wish you well and hope to welcome you to Wales when it is safe for you and your family to do so,

The Rees Family

Further reading on Coronavirus

Coronavirus FAQs and Updates

In these unprecedented times, it is extremely important that we safely react to the ongoing events and restrictions of the world around us. If you have any questions about a new or upcoming booking, you may find that we have already answered them here.

Read our COVID-19 FAQs and Updates

If you think your holiday can't go ahead

If you are travelling from an area of high-risk or local lockdown, or have more than 6 people over the age of 11 in your party, due to Welsh Government restrictions your holiday may not be able to go ahead as planned. If you believe your booking is affected by this, please enquire about your booking online.

Use our Booking Amendment Form

Book with Confidence

We have moved thousands of holidays over the past few months, and also accepted thousands of new bookings. You can be sure that if your holiday can no longer take place due to any government lockdown restrictions, we will offer you several flexible booking options.

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