The COVID-19 situation is evolving daily. Our current policy for holidaymakers travelling at any point during 2020 is to handle each enquiry on a case-by-case basis.

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The following principles will guide our and our owner's decisions:

1. The welfare of our guests, owners, housekeepers and the communities in which our properties sit is paramount. We would never take a decision that puts anyone at risk of infection.

2. The booking conditions agreed to at the time of booking still stand.

3. We recognise that customers will be disappointed that they can no longer go on holiday and also that owners will be losing out on valuable incomes. The first port of call for any refund requests should be the guest's travel insurance provider.

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The holiday contract is between the guest and the owner and it is our job as an agent to facilitate a fair and reasonable outcome in each case. Our phone lines are now available 24/7 and we are here to help with any guest and owner enquiries.

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Some specific amendment and cancellation policies include the following:

• Guests may be able to switch their bookings to a later date in 2020 but not beyond 31st December 2020.

• Any difference in price must be paid for.

• Should customers wish to cancel, Finest Retreats will provide any documentation required by travel insurers in which to make a claim within 5 working days of the request.

• As well as making date switches in 2020, any affected guests will also receive a 10% discount voucher for any returning visits in 2021.

 

Any requests from guests that sit outside of these general policy parameters could be granted but only at the owner's discretion. Please contact us should you wish to amend or cancel your planned trip to one of our properties.

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You can contact Fines Retreats using the details below:

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Phone: 020 7249 0853

Email: info@finestretreats.co.uk

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Thank you to all our customers, owners and housekeepers for your outstanding patience and resilience in these uncertain and unprecedented times.

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