Coronavirus (COVID-19) Policy

Coronavirus disease (COVID-19) UPDATED 27 May 13:00

Following recent announcements, we now expect that the lock down for hotels will be released on or before 04 July. Hopefully it will be earlier for holiday homes given their implied capability of social distancing over alternative holiday options. We fully support the government position that everyone’s health must take a priority and hope that the general public support their policy and bring this terrible crisis to as swift an end as is possible by following the quidance given.

Existing Holidays Starting After 04 July 2020

We are not be able to cancel or postpone any holidays starting on or after 04 July. We do understand that you may have vulnerable or elderly guests in your party who wish not to travel. We see this as an insurance matter and you should therefore contact your travel insurance provider to make a claim. Any guest not having suitable insurance and wishing to cancel must use our standard cancellation terms and conditions (clauses 8 & 9) that can be found on this website. We would ask you to remember that balances still remain due even if you wish to cancel.

Health & Safety Planning – Covid-19

At the moment we are pulling together a comprehensive Covid-19 plan for guests and our own housekeeping and maintenance teams to ensure their safety from the virus as far as is within our control. We will be implementing industry standards as they become available and using our Health & Safety consultants to produce a policy which will be published by at latest mid-June following full consultation. Your safety and that of our own staff is at the heart of our thinking moving forward.

Travel Insurance

Shoreline Cottages has always maintained a strong position in recommending travel insurance at every point of contact with guests starting with our booking confirmations but we are aware that many do not choose this option for UK holidays. This has now left these guests vulnerable to loss.

Cancellation Policy

Our standard cancellation policy can be found in our Terms and Conditions clauses 8 and 9 on our website or by clicking on the link in your Booking Confirmation.

We do appreciate that we need to take a different position in this difficult time.

Overseas Guests

It is our assumption that all overseas guests will have travel insurance and as such, can make a full claim for their holiday loss. As such, our standard cancellation policy will remain in place.

Options for UK guests with no insurance cover and a holiday arrival date before 04 July 2020

For those without insurance we do want to help but have to consider the owner, our own business and the guest in these very difficult and financially stressful times for the travel sector. This policy may vary over time and so please check before making a decision.

During the lockdown, we are offering two options for existing guests with holidays due to take place before 04 July. This date will be reviewed depending upon government policy.

1. A postponement of your holiday to within one year of the original date which might incur an amendment fee. Any difference between the full price of that holiday and what you paid for the holiday you are cancelling will need to be paid 8 weeks before the revised holiday date.  If the crisis continues beyond your new holiday date, we will not charge for a further change but do recommend moving a minimum of 6 or 7 months ahead at this time.

2. You can cancel your holiday. For clarity, we will retain 40% of the holiday value as a cancellation fee and we will issue a credit note for 60% against a future holiday with Shoreline but in a property and at a time of your choice in the 24 months following your decision.

Please note that we cannot consider any cash refunds.

Thinking of booking a holiday with us after the crisis?

We are not taking any bookings commencing before 4 July at the present time of uncertainty and will continue to review this date as the status of the virus becomes clearer. We would be very grateful for anyone booking after that date to help both our owners and Shoreline to plan ahead with more confidence. Tourism is the lifeblood of Whitby and we really need your support to maintain this thriving sector and the livelihoods of such a large proportion of its population.


David Haycox

Managing Director