As you would expect, we have been monitoring the developments of the COVID-19 and the UK Government’s response to it very closely. We have been working hard to ensure we find a solution for all guests where bookings have been affected.
We are currently receiving a lot of calls and emails, and we ask that you are patient with us as we work hard to find a balance between supporting our guests and our owners.
This has been a challenging time, but we have been heartened by the support and understanding of our guests. We’d like to express our sincere thanks.
We very much look forward to welcome guests at our houses when we can.
Corona Virus FAQs
What happens if I had a booking for dates between 23 March 2020 and 29 May 2020?
On 23rd March 2020, the Government issued the instruction that everyone must stay at home for all but essential travel. Therefore, you will not be able to travel to your holiday destination for any holiday starting on or before 29 May 2020. This may be extended.
For stays booked within these dates, we will be in contact to discuss your options.
What happens if I have a booking following the current lock-down period?
We will be discussing all bookings due to take place until the end of May 2020 with our property owners. We will be in contact with guests to discuss your options. For bookings which sit outside the current lock-down period, any variation to the booking contract is at the discretion of the property owner. If you would like your booking to be postponed to a later date, we can ask the property owner, but it is entirely at their discretion. Big House Experience act only as your booking agent.
If I am yet to pay my balance, but would like to move my booking until later in the year, can I do that?
We are happy to accept change requests, but all date changes will be at the property owner’s discretion. If you move your date, the house owner may ask you to pay a postponement fee.
What happens if I, or someone in my group, contracts Coronavirus, or I have to self-isolate ahead of my stay?
This will be a matter for your travel or cancellation insurance taken. We advise all guests to take appropriate insurance when booking.
I am flying to the UK from overseas. What happens if I cannot travel to the UK.
This would be considered a matter for your travel insurance provider.
Will the property I have booked be thoroughly cleaned ahead of my stay?
All properties are thoroughly cleaned to a high standard between all stays. In light of the Coronavirus, our property owners have stepped up their efforts to ensure additional cleaning is being carried out to place a heavy focus on frequently touched surfaces to minimise the risk of infection.