Last updated: 3 July 2020 17:14

On the 23rd March 2020, Prime Minister Boris Johnson issued an instruction for everyone to remain in their homes except for very limited purposes. Any customer due to depart for their holiday before 3rd July 2020 can amend their booking now. You are able to do this easily online through your account.

Please find a message from our CEO here.

During these difficult times the safety of our people, our customers and our property owners is of paramount importance to us.

The situation is changing daily. We continue to follow guidance from the government, and we are keeping this page and our policies under constant review.

As part of this, we are currently contacting customers affected by the lockdown to discuss alternative arrangements for their bookings. We are dealing with very large groups of customers and as such are aiming to contact all those affected by 31st July 2020. 

We are experiencing an unprecedented volume of enquiries, so please bear with us, we are working round the clock to respond to you as quickly as we can. To enable us to proactively contact all affected customers as quickly as possible, and to avoid long wait times, we are asking customers to refer to the FAQs below for guidance and to await further updates from us.

Frequently asked questions

  • If your booking is for a property in England, Northern Ireland or the Republic of Ireland and starts on or after 23rd March 2020 to on or before 3rd July 2020 see here
  • If your booking is for a property in Wales and starts on or after 23rd March 2020 to on or before 12th July 2020 see here
  • If you booked a property in Scotland on or before 23rd June 2020 and your booking starts on or after 23rd March 2020 to on or before 14th July 2020 see here
  • If your booking is due to start outside of the above lockdown periods see here
  • If you are considering making a new booking see here
  • If you have previously changed the date of your booking and your booking is now due to start outside of the above lockdown periods see here
  • If you have booked through airbnb see here
  • If you have booked through booking.com see here

If your booking is for a property in England, Northern Ireland or the Republic of Ireland and starts on or after 23rd March 2020 to on or before 3rd July 2020

1. My booking starts on or before 3rd July 2020 – which is during the government’s current ‘lockdown’ measures. What happens to my booking?

In line with government guidance and statements, we have written to every customer with bookings starting on or before 3rd July 2020 to ask them not to travel. 

If your booking starts on or before 3rd July 2020 you are still able to amend your booking dates online through your account. You will not be charged an amendment fee. 

Read our amendments policy here.

In the event you select a new date that subsequently falls within extended government-imposed travel restrictions, again there will be no amendment fee to amend your booking to a more suitable date.

We are also making other refund options available as an alternative – please see further FAQs below. 

We will be proactively contacting affected customers with more information.


2. I’m trying to amend my travel dates, but my property isn’t available – what can I do?

If a property is not available for the dates a customer wishes to amend their booking to, we are asking customers to email us directly to see what we can do to help.

Please email customerrelations@sykescottages.co.uk and we will do our best to help you. We are experiencing unprecedented volumes, so please bear with us. We will aim to respond to you within 21 days. 


3. Have you put your prices up in order to profit from these circumstances?

No. A very small number of properties will have seen price increases but this is part of our business-as-usual process, not in response to the Coronavirus outbreak.


4. I’m amending my date of travel, but the price has increased / decreased – why?

Accommodation prices have always, and continue to be, seasonal. School holidays and bank holidays move annually, and this will also impact prices.

Some of our customers who are looking to amend their travel dates may find they are quoted more if they’re booking when prices are higher because of the above. Others may find that their holiday is cheaper if travelling out of season.

Please ensure that when you are looking to amend your dates that you search for the same departure day. For example if you were due to travel on a Friday, please search for a Friday alternative to ensure that our system quotes you the correct price.

If you have booked a short break and are looking to move to a future departure date you may see an increase in price as the short break discount may not apply to that future week.

If you find that a price has increased beyond what you would ordinarily expect then please email us at customerrelations@sykescottages.co.uk.

If you find that your amended travel dates are cheaper, we will transfer the difference back to your Sykes Holiday Cottages account as a credit. This credit can be used at any of the Sykes portfolio of properties within 24 months from the date of issue and are subject to further terms and conditions which we will notify you of. It can also be used across multiple trips, until the balance is exhausted.


5. My booking is due to start on or before 3rd July 2020. I’m not able to amend my booking – how do I request a refund?

We are working hard to facilitate refunds. 

If you are unable to find a suitable date to amend your booking to, please log into your account online to request a refund where you will be able to select one of the following two options:

Option 1

• A cash refund to your original payment method (i.e. debit / credit card) for the full cost of your holiday excluding the commission we were paid by the property owner for facilitating your booking and excluding the value of any fees you paid to us; and

• An ex-gratia credit to the value of the commission and booking fees associated with your booking with a complimentary uplift of 10% of this value to put towards a future holiday. 

• This credit in your Sykes account can be used at any of the Sykes portfolio of properties for holidays departing within 24 months from the date of issue. (The credit is not cash-convertible). Credits can be used to purchase multiple holidays until the account balance has been exhausted or expires. 

• We will aim to process the above within 30 days of you submitting your request through your online account.

Or

Option 2 

• A full cash refund of monies you have paid for your booking (including any commission and fees associated with your booking).

• Should you select this option we will aim to credit your original payment method (i.e. debit / credit card) with the full value of your holiday within 30 days of you submitting your request through your online account.

Where you have already amended the dates of your booking, and your new booking is due to start on or after 3rd July 2020, as this is outside of the current official lockdown period, you will need to refer to the appropriate section of these FAQs. See here for further guidance.


6. My booking is due to start on or before 3rd July 2020 and still want to go – is this possible?

No – you should refer to the options available above, including amending your booking or requesting a refund to ensure you comply with the latest government lockdown guidance.


7. My booking is due to start on or before 3rd July 2020. I have requested a refund but have not yet received any money back – what should I do?

If you have requested, but not yet received, any refund for your holiday, please log into your account online as we require further information in order to process your request. 

We have been working hard to find ways to support you and, where you have yet to receive a refund, you are able to select one of the following two options through your account online: 

Option 1

• A cash refund to your original payment method (i.e. debit / credit card) for the full cost of your holiday excluding the commission we were paid by the property owner for facilitating your booking and excluding the value of the booking fee you paid to us; and

• An ex-gratia credit to the value of the commission and fees associated with your booking with a complimentary uplift of 10% of this value to put towards a future holiday. 

• This credit in your Sykes account can be used at any of the Sykes portfolio of properties for holidays departing within 24 months from the date of issue. (The credit is not cash-convertible). Credits can be used to purchase multiple holidays until the account balance has been exhausted or expires. 

• We will aim to process the above within 30 days of you submitting your request through your online account.

Or

Option 2 

• A full cash refund (including any commission and fees associated with your booking) .

• Should you select this option we will aim to credit your original payment method (i.e. debit / credit card) with the full value of your holiday within 30 days of you submitting your request through your online account.

Where you have already amended the dates of your booking, and your new booking is due to start on or after 3rd July 2020, as this is outside of the current official lockdown period, you will need to refer to the appropriate section of these FAQs. See here for further guidance.


8. My booking is due to start on or before 3rd July 2020. I have received a partial cash refund and ex-gratia credit – what should I do?

When we received your original refund request, we issued you with all funds returned to us by the owner of the property to your original payment method. We also issued you with an ex-gratia account credit to your Sykes account for the value of the any fees you paid to us and our commission which was paid by the property owner for facilitating your booking.

We have been working hard to find ways to support you and, you are now able to select one of the following two options, which apply to the ex-gratia credit that you were issued, through your account online: 

Option 1

• Retain your ex-gratia credit and receive a complimentary uplift of 10% of this value.

• This credit can be used at any of the Sykes portfolio of properties for holidays departing within 24 months from the date of issue (not cash convertible). Credits can be used to purchase multiple holidays until the account balance has been exhausted or expires. 

• We will aim to apply the 10% uplift to your Sykes account within 30 days of you submitting your request through your online account. 

Or

Option 2 

• You can convert your ex-gratia credit into cash. 

• Should you select this option we will aim to credit your original payment method (i.e. debit / credit card) with the value of the ex-gratia credit within 30 days of you submitting your request through your online account.


9. The owner of the property I was due to stay at has refunded me directly, but not the full amount – what should I do?

Please log into your account online as we require further information in order to process your request. 

Once we have received this further information, we will be in touch to discuss your options. 

Where you have already amended the dates of your booking, and your new booking is due to start on or after 3rd July 2020, as this is outside of the current official lockdown period, you will need to refer to the appropriate section of these FAQs. See herefor further guidance. 


10. I’ve called / emailed / messaged on social media and haven’t had a response – why?

We are working around the clock to deal with an unprecedented volume of enquiries.

If your booking starts on or before 3rd July 2020 and you need to speak to us, our contact centre is currently open from 10am – 4pm, 7 days a week. We are extremely busy at present and apologise for the wait times.


11. How are you supporting your property owners at this time?

We are working closely with our property owners to support them through this extremely difficult period, reviewing our policies to offer greater flexibility and dealing with thousands of booking amendments every week on their behalf.


12. Am I covered by travel insurance purchased through the Sykes Group?

If you purchased travel insurance through Sykes or one of our Sykes group brands before 17th March 2020, then you will be covered if you are diagnosed as having contracted Covid-19 or are required to self-isolate if you suspect that you or a member of your household has contracted Covid-19.

If you purchased travel insurance on or after 17th March 2020, then you will not be covered.

For claims on policies purchased up to and including 31/12/2019 please contact 03450 744 838

For claims on policies purchased on or after 01/01/2020 please contact 01612 198702


13. Are you charging cancellation fees to property owners?

No, if an owner decides to cancel a booking due to take place on or before 3rd July 2020, we are not charging cancellation fees. We are advising that these owners help us to facilitate a refund to those customers whose holidays have been cancelled for reasons relating to Covid-19.


If your booking is for a property in Wales and starts on or after 23rd March 2020 to on or before 12th July 2020

1. My booking is for a property in Wales and starts on or before 12th July 2020 – which is during the government’s current ‘lockdown’ measures. What happens to my booking?

In line with government guidance and statements, we have written to every customer with bookings for a property in Wales starting on or before 12th July 2020 to ask them not to travel. 

If your booking is for a property in Wales and starts on or before 12th July 2020 you are still able to amend your booking dates online through your account. You will not be charged an amendment fee. 

Read our amendments policy here.

In the event you select a new date that subsequently falls within extended government-imposed travel restrictions, again there will be no amendment fee to amend your booking to a more suitable date.

We are also making other refund options available as an alternative – please see further FAQs below. 

We will be proactively contacting affected customers with more information.


2. I’m trying to amend my booking dates, but my property isn’t available – what can I do?

If a property is not available for the dates a customer wishes to amend their booking to, we are asking customers to email us directly to see what we can do to help.

Please email customerrelations@sykescottages.co.uk and we will do our best to help you. We are experiencing unprecedented volumes, so please bear with us. We will aim to respond to you within 21 days.


3. Have your prices gone up in order to profit from these circumstances?

No. A very small number of properties will have seen price increases, but this is part of the business-as-usual process, not in response to the Coronavirus outbreak.


4. I’m amending the date of my booking, but the price has increased / decreased – why?

Accommodation prices have always, and continue to be, seasonal. School holidays and bank holidays move annually, and this will also impact prices.

Some of our customers who are looking to amend their booking dates may find they are quoted more if they’re booking when prices are higher because of the above. Others may find that their holiday is cheaper if booking out of season.

Please ensure that when you are looking to amend your dates that you search for the same start day. For example, if your booking was due to start on a Friday, please search for a Friday alternative to ensure that our system quotes you the correct price.

If you have booked a short break and are looking to move to a future departure date you may see an increase in price as the short break discount may not apply to that future week.

If you find that a price has increased beyond what you would ordinarily expect then please email us at customerrelations@sykescottages.co.uk.

If you find that your amended booking dates are cheaper, we will transfer the difference back to your Sykes Holiday Cottages account as a credit. This credit can be used at any of the Sykes portfolio of properties within 24 months from the date of issue and are subject to further terms and conditions which we will notify you of. It can also be used across multiple trips, until the balance is exhausted.


5. My booking is for a property in Wales and starts on or before 12th July 2020. I’m not able to amend my booking – how do I request a refund?

We are working hard to facilitate refunds. 

If you are unable to find a suitable date to amend your booking to, please log into your account online to request a refund where you will be able to select one of the following two options:

Option 1

• A cash refund to your original payment method (i.e. debit / credit card) for the full cost of your holiday excluding the commission we were paid by the property owner for facilitating your booking and excluding the value of the fees you paid to us; and

• An ex-gratia credit to the value of the commission and booking fees associated with your booking with a complimentary uplift of 10% of this value to put towards a future holiday. 

• This credit in your Sykes account can be used at any of the Sykes portfolio of properties for holidays departing within 24 months from the date of issue. (The credit is not cash- convertible). Credits can be used to purchase multiple holidays until the account balance has been exhausted or expires. 

• We will aim to process the above within 30 days of you submitting your request through your online account.

Or

Option 2 

• A full cash refund of monies you have paid for your booking (including any commission and fees associated with your booking).

• Should you select this option we will aim to credit your original payment method (i.e. debit / credit card) with the full value of your holiday within 30 days of you submitting your request through your online account.

Where you have already amended the dates of your booking, and your new booking is due to start on or after 12th July 2020, as this is outside of the current official lockdown period, you will need to refer to the appropriate section of these FAQs. See here for further guidance.


6. My booking is for a property in Wales and starts on or before 12th July 2020 and still want to go – is this possible?

No – you should refer to the options available above, including amending your booking or requesting a refund to ensure you comply with the latest government lockdown guidance.


7. My booking is for a property in Wales and is starts on or before 12th July 2020. I have requested a refund but have not yet received any money back – what should I do?

If you have requested, but not yet received, any refund for your holiday, please log into your account online as we require further information in order to process your request. 

We have been working hard to find ways to support you and, where you have yet to receive a refund, you are able to select one of the following two options through your account online: 

Option 1

• A cash refund to your original payment method (i.e. debit / credit card) for the full cost of your holiday excluding the commission we were paid by the property owner for facilitating your booking and excluding the value of the booking fee you paid to us; and

• An ex-gratia credit to the value of the commission and fees associated with your booking with a complimentary uplift of 10% of this value to put towards a future holiday. 

• This credit in your Sykes account can be used at any of the Sykes portfolio of properties for holidays departing within 24 months from the date of issue. (The credit is not cash- convertible). Credits can be used to purchase multiple holidays until the account balance has been exhausted or expires. 

• We will aim to process the above within 30 days of you submitting your request through your online account.

Or

Option 2 

• A full cash refund (including any commission and fees associated with your booking). 

• Should you select this option we will aim to credit your original payment method (i.e. debit / credit card) with the full value of your holiday within 30 days of you submitting your request through your online account.

Where you have already amended the dates of your booking, and your new booking is due to start on or after 12th July 2020, as this is outside of the current official lockdown period, you will need to refer to the appropriate section of these FAQs. See here for further guidance.


8. My booking is for a property in Wales and starts on or before 12th July 2020. I have received a partial cash refund and ex-gratia credit – what should I do?

When we received your original refund request, we issued you with all funds returned to us by the owner of the property to your original payment method. We also issued you with an ex-gratia account credit to your Sykes account for the value of the  fees you paid to us and our commission which was paid by the property owner for facilitating your booking. 

We have been working hard to find ways to support you and, you are now able to select one of the following two options, which apply to the ex-gratia credit that you were issued, through your account online: 

Option 1

• Retain your ex-gratia credit and receive a complimentary uplift of 10% of this value.

• This credit can be used at any of the Sykes portfolio of properties for holidays departing within 24 months from the date of issue (not cash convertible). Credits can be used to purchase multiple holidays until the account balance has been exhausted or expires. 

• We will aim to apply the 10% uplift to your Sykes account within 30 days of you submitting your request through your online account. 

Or

Option 2 

• You can convert your ex-gratia credit into cash. 

• Should you select this option we will aim to credit your original payment method (i.e. debit / credit card) with the value of the ex-gratia credit within 30 days of you submitting your request through your online account.


9. The owner of the property I was due to stay at has refunded me directly, but not the full amount – what should I do?

Please log into your account online as we require further information in order to process your request. 

Once we have received this further information, we will be in touch to discuss your options. 

Where you have already amended the dates of your booking, and your new booking is due to start on or after 12th July 2020, as this is outside of the current official lockdown period, you will need to refer to the appropriate section of these FAQs. See here for further guidance.


10. I’ve called / emailed / messaged on social media and haven’t had a response – why?

We are working around the clock to deal with an unprecedented volume of enquiries.

If your booking starts on or before 12th July 2020 and you need to speak to us, our contact centre is currently open from 10am – 4pm, 7 days a week. We are extremely busy at present and apologise for the wait times.


11. How are you supporting your property owners at this time?

We are working closely with our property owners to support them through this extremely difficult period, reviewing our policies to offer greater flexibility and dealing with thousands of booking amendments every week on their behalf.


12. Am I covered by travel insurance purchased through the Sykes Group?

If you purchased travel insurance through Sykes or one of our Sykes group brands before 17 March 2020, then you will be covered if you are diagnosed as having contracted Covid-19 or are required to self-isolate if you suspect that you or a member of your household has contracted Covid-19.

If you purchased travel insurance on or after 17th March 2020, then you will not be covered.

For claims on policies purchased up to and including 31/12/2019 please contact 03450 744 838

For claims on policies purchased on or after 01/01/2020 please contact 01612 198702


13. Are you charging cancellation fees to property owners?

No, if an owner decides to cancel a booking for a property in Wales starting on or before 12th July 2020, we are not charging cancellation fees. We are advising that these owners help us to facilitate a refund to those customers whose holidays have been cancelled for reasons to do with Covid-19.


If you booked a property in Scotland on or before 23rd June 2020 and your booking starts on or after 23rd March 2020 to on or before 14th July 2020 

1. I booked a property in Scotland on or before 23rd June 2020 and my booking starts on or before 14th July 2020 – which is during the government’s current ‘lockdown’ measures. What happens to my booking?

In line with government guidance and statements, we have written to every customer with bookings for a property in Scotland starting on or before 14th July 2020 to ask them not to travel. 

If your booking is for a property in Scotland and starts on or before 14th July 2020 you are still able to amend your booking dates online through your account. You will not be charged an amendment fee. 

Read our amendments policy here.

In the event you select a new date that subsequently falls within extended government-imposed travel restrictions, again there will be no amendment fee to amend your booking to a more suitable date.

We are also making other refund options available as an alternative – please see further FAQs below. 

We will be proactively contacting affected customers with more information.


2. I booked a property in Scotland on or after 24th June 2020 and my booking starts on or after 3rd July 2020. What happens to my booking?

On 24th June 2020 the Scottish government announced that self-catering holiday accommodation will be permitted from 3rd July 2020. 

If you booked a property in Scotland on or after 24th June 2020 and your booking starts on or after 3rd July 2020 normal terms and conditions apply. 

Please refer to the Booking Conditions for further information. 

We continue to follow guidance from the Scottish government, and we are keeping this page and our policies under constant review.

We will contact you if your booking is affected by Covid-19.


3. I’m trying to amend my booking dates, but my property isn’t available – what can I do?

If a property is not available for the dates a customer wishes to amend their booking to, we are asking customers to email us directly to see what we can do to help.

Please email customerrelations@sykescottages.co.uk and we will do our best to help you. We are experiencing unprecedented volumes, so please bear with us. We will aim to respond to you within 21 days.


4. Have your prices gone up in order to profit from these circumstances?

No. A very small number of properties will have seen price increases, but this is part of the business-as-usual process, not in response to the Coronavirus outbreak.


5. I’m amending the date of my booking, but the price has increased / decreased – why?

Accommodation prices have always, and continue to be, seasonal. School holidays and bank holidays move annually, and this will also impact prices.

Some of our customers who are looking to amend their booking dates may find they are quoted more if they’re booking when prices are higher because of the above. Others may find that their holiday is cheaper if booking out of season.

Please ensure that when you are looking to amend your dates that you search for the same start day. For example, if your booking was due to start on a Friday, please search for a Friday alternative to ensure that our system quotes you the correct price.

If you have booked a short break and are looking to move to a future departure date you may see an increase in price as the short break discount may not apply to that future week.

If you find that a price has increased beyond what you would ordinarily expect then please email us at customerrelations@sykescottages.co.uk.

If you find that your amended booking dates are cheaper, we will transfer the difference back to your Sykes Holiday Cottages account as a credit. This credit can be used at any of the Sykes portfolio of properties within 24 months from the date of issue and are subject to further terms and conditions which we will notify you of. It can also be used across multiple trips, until the balance is exhausted.


6. My booking is for a property in Scotland and starts on or before 14th July 2020. I’m not able to amend my booking – how do I request a refund?

We are working hard to facilitate refunds. 

If you are unable to find a suitable date to amend your booking to, please log into your account online to request a refund where you will be able to select one of the following two options:

Option 1

• A cash refund to your original payment method (i.e. debit / credit card) for the full cost of your holiday excluding the commission we were paid by the property owner for facilitating your booking and excluding the value of the fees you paid to us; and

• An ex-gratia credit to the value of the commission and booking fees associated with your booking with a complimentary uplift of 10% of this value to put towards a future holiday. 

• This credit in your Sykes account can be used at any of the Sykes portfolio of properties for holidays departing within 24 months from the date of issue. (The credit is not cash- convertible). Credits can be used to purchase multiple holidays until the account balance has been exhausted or expires. 

• We will aim to process the above within 30 days of you submitting your request through your online account.

Or

Option 2 

• A full cash refund of monies you have paid for your booking (including any commission and fees associated with your booking).

• Should you select this option we will aim to credit your original payment method (i.e. debit / credit card) with the full value of your holiday within 30 days of you submitting your request through your online account.

Where you have already amended the dates of your booking, and your new booking is due to start on or after 14th July 2020, as this is outside of the current official lockdown period, you will need to refer to the appropriate section of these FAQs. See here for further guidance.


7. My booking is for a property in Scotland and starts on or before 14th July 2020 and still want to go – is this possible?

If your booking starts on or after 3rd July 2020 you are still able to go. 

If your booking starts on or before 2nd July 2020 you are not able to go – you should refer to the options available above, including amending your booking or requesting a refund to ensure you comply with the latest government lockdown guidance.


8. My booking is for a property in Scotland and starts on or before 14th July 2020. I have requested a refund but have not yet received any money back – what should I do?

If you have requested, but not yet received, any refund for your holiday, please log into your account online as we require further information in order to process your request. 

We have been working hard to find ways to support you and, where you have yet to receive a refund, you are able to select one of the following two options through your account online: 

Option 1

• A cash refund to your original payment method (i.e. debit / credit card) for the full cost of your holiday excluding the commission we were paid by the property owner for facilitating your booking and excluding the value of the booking fee you paid to us; and

• An ex-gratia credit to the value of the commission and fees associated with your booking with a complimentary uplift of 10% of this value to put towards a future holiday. 

• This credit in your Sykes account can be used at any of the Sykes portfolio of properties for holidays departing within 24 months from the date of issue. (The credit is not cash- convertible). Credits can be used to purchase multiple holidays until the account balance has been exhausted or expires. 

• We will aim to process the above within 30 days of you submitting your request through your online account.

Or

Option 2 

• A full cash refund (including any commission and fees associated with your booking). 

• Should you select this option we will aim to credit your original payment method (i.e. debit / credit card) with the full value of your holiday within 30 days of you submitting your request through your online account.

Where you have already amended the dates of your booking, and your new booking is due to start on or after 14th July 2020, as this is outside of the current official lockdown period, you will need to refer to the appropriate section of these FAQs. See here for further guidance.


9. My booking is for a property in Scotland and starts on or before 14th July 2020. I have received a partial cash refund and ex-gratia credit – what should I do?

When we received your original refund request, we issued you with all funds returned to us by the owner of the property to your original payment method. We also issued you with an ex-gratia account credit to your Sykes account for the value of the booking fee you paid to us and our commission which was paid by the property owner for facilitating your booking. 

We have been working hard to find ways to support you and, you are now able to select one of the following two options, which apply to the ex-gratia credit that you were issued, through your account online: 

Option 1

• Retain your ex-gratia credit and receive a complimentary uplift of 10% of this value.

• This credit can be used at any of the Sykes portfolio of properties for holidays departing within 24 months from the date of issue (not cash convertible). Credits can be used to purchase multiple holidays until the account balance has been exhausted or expires. 

• We will aim to apply the 10% uplift to your Sykes account within 30 days of you submitting your request through your online account. 

Or

Option 2 

• You can convert your ex-gratia credit into cash. 

• Should you select this option we will aim to credit your original payment method (i.e. debit / credit card) with the value of the ex-gratia credit within 30 days of you submitting your request through your online account.


10. The owner of the property I was due to stay at has refunded me directly, but not the full amount – what should I do?

Please log into your account online as we require further information in order to process your request. 

Once we have received this further information, we will be in touch to discuss your options. 

Where you have already amended the dates of your booking, and your new booking is due to start on or after 14th July 2020, as this is outside of the current official lockdown period, you will need to refer to the appropriate section of these FAQs. See here for further guidance.


11. I’ve called / emailed / messaged on social media and haven’t had a response – why?

We are working around the clock to deal with an unprecedented volume of enquiries.

If your booking starts on or before 14th July 2020 and you need to speak to us, our contact centre is currently open from 10am – 4pm, 7 days a week. We are extremely busy at present and apologise for the wait times.


12. How are you supporting your property owners at this time?

We are working closely with our property owners to support them through this extremely difficult period, reviewing our policies to offer greater flexibility and dealing with thousands of booking amendments every week on their behalf.


13. Am I covered by travel insurance purchased through the Sykes Group?

If you purchased travel insurance through Sykes or one of our Sykes group brands before 17 March 2020, then you will be covered if you are diagnosed as having contracted Covid-19 or are required to self-isolate if you suspect that you or a member of your household has contracted Covid-19.

If you purchased travel insurance on or after 17th March 2020, then you will not be covered.

For claims on policies purchased up to and including 31/12/2019 please contact 03450 744 838

For claims on policies purchased on or after 01/01/2020 please contact 01612 198702


14. Are you charging cancellation fees to property owners?

No, if an owner decides to cancel a booking for a property in Scotland starting on or before 14th July 2020, we are not charging cancellation fees. We are advising that these owners help us to facilitate a refund to those customers whose holidays have been cancelled for reasons to do with Covid-19.


If your booking is due to start outside of a lockdown period

1. My booking is due to start outside of a lockdown period and I want to amend or cancel – what should I do?

If you wish to amend or cancel your booking, normal terms and conditions currently apply if:

• Your booking is for a property in England, Northern Ireland or Republic of Ireland and starts on or after 4th July 2020; or

• Your booking is for a property in Wales and starts on or after 13th July 2020; or

• You booked a property in Scotland on or before 23rd June 2020 and your booking starts on or after 15th July 2020; or

• You booked a property in Scotland on or after 24th June 2020 and your booking starts on or after 3rd July 2020.

Please refer to the Booking Conditions for further information. 

We continue to follow guidance from the various country governments, and we are keeping this page and our policies under constant review.


2. Government guidance advises that only limited households can mix on a holiday, what does this mean for my booking?

We appreciate that some guests may have bookings that are impacted by government guidance, this is constantly being reviewed and updated and is subject to change. Before deciding whether to travel, customers should ensure they have checked and understood the relevant government guidance that is applicable to their party and party make-up.

If as a result of government guidance or restrictions, the property is available to you but your party mix is against the guidance and you decide you do not wish to travel, we will do our best to facilitate a change of date subject to the property owners agreement, however this is at the full discretion of the property owner. 


If you are considering making a new booking

1. Are you accepting new bookings?

We are not accepting any new bookings for properties in England, Northern Ireland or Republic of Ireland starting on or before 3rd July 2020.

We are not accepting any new bookings for properties in Wales starting on or before 12th July 2020.

We are not accepting any new bookings for properties in Scotland starting on or before 2nd July 2020.

If a customer books a holiday and must subsequently amend their holiday date due to government-imposed restrictions which affect that booking, we will waive our usual amendment fees.

Read our amendments policy here


If you have previously changed the date of your booking and your booking is now due to start outside of a lockdown period

We are grateful for the support of customers who amended their bookings for new dates outside of the lockdown, when they will be able to enjoy a break. 

If you wish to amend or cancel your booking, normal terms and conditions currently apply if:

• Your booking is for a property in England, Northern Ireland or Republic of Ireland and starts on or after 4th July 2020; or

• Your booking is for a property in Wales and starts on or after 13th July 2020; or

• You booked a property in Scotland on or before 23rd June 2020 and your booking starts on or after 15th July 2020; or

• You booked a property in Scotland on or after 24th June 2020 and your booking starts on or after 3rd July 2020.

Unfortunately you will not be able to request a refund. Please refer to the Booking Conditions for further information. 

We continue to follow guidance from the various country governments, and we are keeping this page and our policies under constant review.


If you have booked through airbnb

If you have booked with airbnb you will need to contact them on 0203 318 1111 or support@airbnb.com to discuss your booking.


If you have booked through booking.com

If you have booked with booking.com you will need to contact them on 0203 564 6725 or customer.service@booking.com to discuss your booking.