COVID-19 – Reassurance for our guests.

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Covid-19 Cancellations

Firstly you can cancel our 48 hour semi flexible reservations for free right up to two days before you are due to arrive. If you’ve picked a fully flexible rate you can even cancel on the day without charge. To cancel these types of reservations simply contact the booking agent with whom you made the booking.

If you made an advance purchase booking it is a bit more complicated but we’ll hopefully talk you through it. The exact status of your booking and your options do depend upon which company you booked with, when your booking is for and also where you’re travelling from. The below guidance is correct to the best of our knowledge as we write although things have been changing pretty fast over recent weeks so it might be wise to verify our advice independently.

Firstly who did you book with?

-Direct with ourselves.

If you booked with us either over the phone, by email or on our website either call or email us on 01904 644456 or info@churchillhotel.com. Our policy to cover the coming weeks is detailed below. We are open between 9am and 5pm daily to assist.

-Booking.com.

Booking.com have put a policy in place for the current times, they call it their ‘Force Majeure policy’. We are contractually to honour Booking.com’s policy at minimum but Booking.com will currently in return also honour our own policies detailed below which we consider to be a bit more generous*. You can call Booking.com or ourselves for assistance regardless of whose policy you wish to rely upon.

*Please note that in the case of refunds we will generally ask for your dates to be covered by Booking.com’s ‘Force Majeure’ policy before issuing as it does assist us keeping administration to a minimum.

 

-Expedia.

Expedia too have created their ‘Force Majeure policy’. They were refunding all pre-paid bookings up to 31st May provided you gave Expedia a minimum notice of 24 hours before your stay date. For later bookings Expedia are switching to honouring our below policies. You should call Expedia only to amend or cancel a booking, we have not been given the same access and authority that Booking.com have shared with us.

-Buyagift and Red Letter Days.

Firstly gift vouchers for hotel stays are a little different to bookings for a fixed date. If you have booked to stay up to and including the 3rd July you might like to call us at the hotel directly; we can help you postpone your visit and have lifted some restrictions and expanded the validity dates on many of these vouchers. Refunds may be available in some instances from the gift experience companies but only to the original purchaser and please be advised that this is something beyond our control.

-Other Travel Agents

Please contact your chosen travel agent directly; they may have their own terms to which you may be bound. Feel free to contact us if you cannot reach a satisfactory solution and we’ll see what we can do to help.

 

Our Covid-19 policy by stay date for advance purchase bookings.

(updated 10/06/2020).

-up to and including the 18th June (the expected next government review date of the current restrictions although this might now be pushed back up to one week).

You will not be allowed to stay with us as we can only accept key workers and then only by prior arrangement. You can either:

  • change your dates of stay for free up to the end of 2021. Midweek/week-end restrictions may still apply to some bookings.
  • receive a voucher for the full cost of your reservation + an additional 10% as a thank you. The voucher comes with an open-ended expiry date.
  • receive a refund of the monies paid.

-18th June up to and including the 3rd July

You are unlikely to be able to stay with us as the Government’s current planning assumption is that our opening will be no earlier than 4 July. However we are aiming to be ready to open by the 18th June with all safety measures in place but the chances of this being allowed are admittedly slim (should this unlikely scenario occur then any remaining bookings will naturally be honoured with original terms re-instated).

Your choices essentially are:

  • change your dates of stay for free up to the end of 2021. Midweek/week-end restrictions may still apply to some bookings.
  • receive a voucher for the full cost of your reservation + an additional 10% as a thank you. The voucher comes with an open-ended expiry date.
  • receive a refund of the monies paid but only once/if the Secretary of State reviews and retains the restrictions implemented under the Health Protection Regulations 2020 to cover your dates of stay.

-4th July onwards

We hope that you will be able to stay as anticipated so the terms to which you agreed on booking still stand. Should we unexpectedly be instructed to close across your stay dates then we’ll again implement policies to help at that time.

 

Travelling from abroad?

You have at minimum the same options as detailed above. You may also be entitled to a date change, voucher or refund if you are prevented from travelling by your own government’s instruction. In the case of flight cancellations recompense would become a matter for your travel insurers. We do not yet know how quarantine rules will affect matters.

 

If you have any further questions please contact info@churchillhotel.com or call us between the hours of 9am and 5pm on 01904 644456

We would also like to take this opportunity to thank you for your continued support and loyalty.

Assuring you of our best attention at all times

The Churchill Hotel Team

 




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