Firstly you can always cancel our semi flexible reservations without charge right up to your selected cut off point for free cancellation. 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 your travel plans are affected outside of your free cancellation window or you booked an advance purchase rate then read further down this post.
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 can change pretty fast 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 email@example.com. Our policy to cover COVID 19 related disruption is detailed below.
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. If you wish to cancel Booking.com do ask that you do it directly through them.
*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 are honouring our policies listed below. You must call Expedia though to amend or cancel a booking they will in turn contact us for approval.
-Buyagift and Red Letter Days.
Firstly gift vouchers for hotel stays are a little different to bookings for a fixed date. Rescheduling your visit is normally something we can do for you. If you wish to cancel and receive a refund you should speak to the gift experience company. Refunds may be available in some instances 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.
-After the 17th May.
Domestic travel has been allowed to resume we presume that you will be able to stay as anticipated so the terms to which you agreed on booking still stand although with the additional flexibility listed below.
Our Covid-19 policy should you become unwell prior to travel.
Should you unfortunately display COVID 19 symptoms, test positive or be instructed to self-isolate by Track and Trace just prior to travelling then you won’t be able to take up your booking with us. If you either hold an advance purchase booking or a flexible booking but need to cancel outside of the free cancellation window then please just contact us at the earliest opportunity and we will allow you to postpone your stay.
Our Covid-19 policy with regards to local restrictions being imposed in your area.
If you are still able to travel then we will happily welcome you.
If you are forbidden from travelling then we will postpone or refund your booking for you.
If the Government advises you not to travel but does not make it illegal then we will respect your decision whether to come or not. We would insist though that you contact us immediately should restrictions be imposed on your area that mean you won’t be staying.
Our Covid-19 policy should York be subject to local restrictions.
If York had a restriction imposed that prevented us from accepting guests then you would be offered either a refund or a postponement of your visit regardless of your booking type.
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.
If you have any further questions please contact firstname.lastname@example.org or call us 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