Covid19 - Customers FAQs

Published: Tuesday 17th March 2020
Updated: Tuesday 19th May 2020 

To all our valued customers and homeowners,

As a family-owned business, people are at the heart of everything we do, so your safety and health is, and continues to be, our top priority. We are therefore asking everyone to please follow all Government guidelines and stay home, stay safe and stay well.

Our teams are working around the clock to respond to the unprecedented amount of queries they are receiving, and will continue to work relentlessly to get back to you on any concerns or requests you may have on your upcoming holiday with us. Whilst we would ideally want to respond to all our customers immediately, we will need to prioritise customers who are imminently due to travel. However, we will get back to each and every one of you as soon as we are able to - so we very much appreciate the patience you are showing our teams at this time.

We will continue to update this page with more information as and when needed but in the meantime, we would like to thank each and every one of you for your understanding and support during this difficult period. You are the reason our teams come to work every day and love what they do - so we thank you for working with us to ensure we can continue to provide you with the best UK holidays again in the future.

- The Original Cottages Family



What should I do if I am currently on holiday?

Following the Government instructions, you need to travel home as soon as possible for both your own safety, and for the safety of our homeowners, local teams and local communities.

Can I still make a future booking with you?

We are currently only able to accept new bookings where the arrival date occurs on or after Saturday 4th July 2020. 

We will of course continue to monitor the situation and so this may be subject to change.

Can I speak to somebody about my holiday/property?

We understand this is a very difficult time, and our team would be more than happy to speak with you regarding your holiday/property. However, as we hope you understand, our teams are currently experiencing an unprecedented level of enquiries and so may not be able to respond as quickly as they would normally. However, please be reassured that we will come back to you as soon as we are able.

If you were due to travel imminently our team is prioritising your query and will come back to you as soon as possible.

If you are due to travel with us beyond the next 2 weeks, please can we kindly ask that you refer to the FAQs below to help you manage your booking rather than calling us at this time. This will allow us to help those with imminent holidays. 

What options do I have if I want to change my holiday booking?

Transferring your upcoming holiday now

Alongside our property owners, we shall do everything we can to help you transfer your holiday to another date, free of our usual administration charges.

If you have a holiday that is due to start prior to 4 July 2020 you can transfer your booking to new dates which suit you, quickly and securely using our website. 

Here’s how in just 3 steps...

  1. Visit your customer account
  2. Sign into your account using your email and password - or register your account
  3. Find your booking and click ‘transfer this booking’

You will be able to see future dates when the property is available and then transfer your booking to a later period when it is safe to travel. Once you’ve completed this simple process, you’ll receive an email that confirms your chosen holiday dates.

Should you decide to transfer your holiday to the same dates in 2021, we will ensure prices are frozen to reflect the price you would have paid this year, taking into account any changes in public or school holiday dates. 

If you decide to transfer your holiday to a different (non-equivalent) date in either 2020 or 2021, any difference in the price of your new dates will be applied or credited as appropriate at the time of transferring. 

Log-in to My Account

Transferring your upcoming holiday later 

If you are not in a position to decide on new holiday dates now, you can elect to receive an e-voucher for the value of the amount paid previously. This can then be used online to make a booking with new holiday dates. Terms and conditions can be found here.

Cancelling your holiday

Bookings due to start between 26 March 2020 and 28 May 2020: 

We encourage all our customers to transfer your holiday to another date and alongside our property owners, we shall do everything we can to help you to do this. 

If you are not in a position to decide on new holiday dates or would prefer not to transfer your booking and would like a cash refund, please contact us on 0333 2020 899.  

Bookings due to start between 29 May 2020 and 3 July 2020: 

You are able to either transfer your booking now or request an e-voucher which will enable you to transfer your holiday at a later date. Terms and conditions can be found here. 

If the Government-imposed travel restrictions are extended to cover this period, we shall be in touch with you to discuss your options (including, a cash refund). 

Bookings due to start after 4 July 2020: 

If you chose to cancel your booking, our standard cancellation terms apply. If the Government-imposed travel restrictions are extended into this period, we shall be in touch with you to discuss your options (including a cash refund). 

Request a Holiday Cancellation

I have submitted a holiday transfer form and have not heard back, do I need to submit another one?

Our teams are currently managing an unprecedented amount of enquiries - so if you have got in touch with us about amending your booking but are yet to hear back from our team, please be assured that your request is in a queue and we will get back to you as soon as possible. 

In order to ensure we can look after all of our customer requests, our team is having to prioritise queries based on the nearest holiday start dates. However, we are working through all queries as quickly as we can and therefore will come back to you on your request as soon as possible. Being able to help you secure your chosen dates, and welcome you to our cottages in the future, means a lot to us so we really do appreciate your patience during this incredibly busy period. 

Where can I find more information on Coronavirus?

To find out more about Coronavirus and read the most recent advice from our Government, we would advise you to visit: