Coronavirus disease (COVID-19) UPDATED 26 November 2020
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 possible by following the guidance given.
COVID-19 Health & Safety Planning
We have put together a comprehensive COVID-19 plan for our guests as well as our housekeeping and maintenance teams to ensure your as well as their safety from the virus as far as is within our control. We have introduced industry standards and had a Health & Safety consultant produce a policy for each of our holiday cottages. Your safety and that of our own staff is at the heart of our thinking moving forward.
Shoreline Cottages has always recommended travel insurance to guests, including within our booking confirmation emails, but we are aware that many people do not choose this option for UK holidays. Unfortunately, this situation has left these guests vulnerable to loss. We strongly recommend that you get travel insurance when you book with us.
Our standard cancellation policy can be found in clauses 8 and 9 in our Terms and Conditions. For our full Terms and Conditions, please click here. These can also be found on our website as well as on your Booking Confirmation.
It is our assumption that all overseas guests will have travel insurance and can make a full claim for their holiday loss. As such, our standard cancellation policy will remain in place.
Cancellation of Existing Holidays if Guest’s Home Location is Placed in Lock Down
If Whitby is not in lock down, our properties will remain open and available for you to stay in. Therefore there is no reason to cancel your holiday. Please click here for government guidance. These guidelines clearly show that holidays can be taken within a family group or social bubble.
Cancellation of Existing Holidays if Whitby is placed in Local Lock Down
At the present time, local lock downs are not preventing hotels and accommodation from being booked or occupied. The reasoning is that they are being managed responsibly for COVID-19 risk and as such do not pose a large threat.
We are not able to cancel or postpone any holidays if our business is open and our properties are available to book. 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 that does not have suitable insurance and wishes to cancel must refer to our standard cancellation Terms and Conditions (clauses 8 & 9) that can be found on our website and on your Booking Confirmation. Please be reminded that you will need to pay any remaining balance even if you wish to cancel.
Cancellation of Existing Holidays if Whitby is placed in Full Lock Down or we are forced into another National Lock Down
If we have to close our properties due to a COVID-19 lock down and as such, cannot provide you with your holiday, we would ask you to consider postponing your holiday rather than cancelling it as this would be helpful to the owner of the property. However, we do understand that this is not always possible. If you decide to cancel, we will refund your payment(s) minus the booking fee. Please note, we will refund within 30 days of your planned departure date but hope that this will be sooner in most cases.
Rule of 6
Shoreline cannot be held responsible for whether a guest is conforming to government policy or not. It is almost impossible for us since we do not know if they are a family or a support bubble.
If you have a booking with us that is less than 4 weeks away and includes more than 6 guests, the following options are available to you.
In the first instance, please consider if your party size can be reduced. We appreciate this is not always possible.
If you would like to postpone your holiday at the same property but to a future date of choice we will charge a £100 administration fee as well as any increase in tariff.
If you would prefer to cancel your booking we can offer a cash refund of 70% of the holiday value excluding the 3% booking fee. Alternatively, we can offer you a credit note for 80% of the holiday value. This will have a 2 year time period in which it can be used but for any property in our portfolio.
Thinking of booking a future holiday with us?
We are very grateful for anyone booking one of our holiday cottages. This helps 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.
If we have to close our properties due to a COVID-19 lock down and as such, cannot provide you with your holiday, we would ask you to consider postponing your holiday rather than cancelling it as this would be helpful to the owner of the property. However, we do understand that this is not always possible. If you decide to cancel, we will refund your payment(s) minus the booking fee.
If for any reason (including illness or similar) you are unable to visit – for example, a local lockdown where you live or a government restriction such as that introduced today concerning size of group, we will not be able to refund since we are in a position to provide the service but you cannot take it.
We are not able to cancel or postpone any holidays if our business is open and our properties are available to book. 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 that does not have suitable insurance and wishes to cancel must refer to our standard cancellation terms and conditions (clauses 8 & 9) that can be found on our website. Please be reminded that you will need to pay any remaining balances even if you wish to cancel.
Our COVID-19 Cleaning Policy
The safety of our guests and our staff is hugely important to us. We’ve always had very high standards at Shoreline but until Covid-19 is considered to be of minimal threat by the government and a normal life resumes, we are implementing some changes that will further reduce risk and allow you to enjoy your holiday with peace of mind. This policy has been agreed by our Health & Safety consultants using the government guidelines and guidance from various industry bodies.
Unlike many of our competitors, we not only market our owners’ properties but we also deal with all the day to day management of them. This includes all the cleaning and laundry which in turn means we are in complete control of what cleaning products and equipment are used. What’s more, our housekeeping team are fully trained and have set the bar high to deliver exceptional standards of cleanliness at each and every one of our holiday cottages.
What will change?
Additional hygiene measures will be undertaken by our housekeeping team. You may therefore have a delayed arrival time if our cleaning staff require more time to complete their work before your arrival. Please be patient with us – we want to keep everyone safe while still providing the best service we can.
At each changeover all hard surfaces such as light switches, door handles and electric sockets will be disinfected.
Remote controls will also be disinfected and placed in a sealed plastic bag ready for your use.
All kitchen cloths provided will be brand new.
All crockery, cutlery and cookware will be fully checked for cleanliness and re-washed if necessary.
As standard, all bathrooms will be thoroughly cleaned and disinfected but particular attention will be taken to items such as toothbrush holders.
Vacuum cleaner bags will be changed regularly.
Spray mops will replace all standard mops and the microfibre mop heads will be laundered after every clean.
All key safes and keys will be sanitised before every arrival.
All protective equipment will be disposed of in the property and never used twice.
We will be removing certain items from all of our holiday homes. Items include:
Kitchen condiments such as salt, pepper, vinegar, tea, coffee, sugar and milk.
We will no longer provide pump action hand wash. Instead, a large bottle of sanitiser, a sealed bar of soap and a pack of anti-bacterial wipes will be placed in the kitchen of each property.
All part-used toilet roll and kitchen roll will be removed after every holiday departure.
Bed throws, spare blankets and some decorative soft furnishings will be removed from our properties.
Our Housekeeping Manager will thoroughly check every property for compliance with all of the above prior to your arrival.
To view a copy of our Covid-19 Risk Assessment, please click here: General Coronavirus Risk Assessment