Last updated: 18 September 2020 17:53
18th September 2020 Update:
If you are unable to travel to a property due to a legislated localised lockdown or the property is located in an area affected by a legislated localised lockdown, please contact us on 01993824252 to discuss the options available to you. Impacted customers will be able to request a change to their holiday dates, with no amendment fee; or to receive a full cash refund*, if preferred.
We are experiencing high volumes of contacts, we thank you for your patience. Please only get in touch if you are impacted by a legislated localised lockdown and are due to depart in the next 14 days.
*Please note that the cash refunds offered under this policy for rental charges are made by the Owner of the property and facilitated and offered by Sykes as an Agent on behalf of the Owners. Sykes is happy to make an ex gratia payment covering our commission and fees, as a gesture of goodwill and not because of any legal obligation to do so.
11th September 2020 Update:
Our policy is that any customer with a booking affected by the latest 'rule of 6' government announcement about social gatherings in England, Scotland or Wales may either rearrange to new dates in 2020 or 2021, with no amendment fee; or receive a full cash refund*, if preferred. This choice can be made via your online account.
This policy currently applies to bookings of seven or more guests from different households (or not in the same bubble) who would be travelling to properties in England, Scotland and Wales as a social gathering (see Note below).
At present, there is currently no official end date to the “rule of 6”. This means that this ‘rule of 6’ may be relaxed by the government within a few weeks. Accordingly, at this time, we will prioritise delivery of the options to customers for bookings due to take place between 14th September 2020 and 11th October 2020 (or if your booking starts before 14th September, with a holiday duration spanning 14th September). We call this our “Current Review Period”. Other date bands and review periods will be reviewed / extended by Sykes on a weekly basis, following any updates to government guidance.
To put your mind at ease, please note that, if your booking is impacted by the ‘rule of 6’, we will make refunds* (if this is the option chosen) in a ‘starting date’ order. With that in mind, we politely request that you do not cancel your booking or chargeback to your payment card for these reasons as this creates further delays and unnecessary administration in processing refunds.
What should you do if you think your booking is impacted?
If your booking has been affected based on our Current Review Period outlined above, please log into your online account to make your choice of either rearranging your booking or requesting a cash refund*. We are working through refunds as quickly as possible.
Normal terms and conditions apply if a booking is cancelled and travellers will not be eligible to rebook or receive a refund.
Note: Customers with bookings for properties in Scotland are not required to count children under 12 within the 6 person limit and customers with bookings for properties in Wales are not required to count children aged 11 and under within the 6 person limit.
* Please note that the cash refunds offered under this policy for rental charges are made by the Owner of the property and facilitated and offered by Sykes as an Agent on behalf of the Owners. Sykes is happy to make an ex gratia payment covering our commission and fees, as a gesture of goodwill and not because of any legal obligation to do so.
31st July 2020 Update:
We have now contacted all customers affected by the national UK lockdown who are entitled to a cash refund for their booking. We are working hard to process these refunds as quickly as possible.
If your booking was made through booking.com or Airbnb and you believe you may be entitled to a refund, please contact them directly:
- If you have booked with Airbnb you will need to contact them on 0203 318 1111 or email@example.com to discuss your booking.
- If you have booked with booking.com you will need to contact them on 0203 564 6725 or firstname.lastname@example.org to discuss your booking.
Normal terms and conditions apply to all future bookings. Please refer to the Booking Terms for further information and for information about cancellations and refunds.
We appreciate that some guests may have bookings that are impacted by other legislation and government guidance which is constantly being reviewed and updated by the government. Before deciding whether to travel, customers should ensure they have checked and understood the relevant legislation and government guidance that is applicable to their party, party make-up and locale of a booking.
We continue to follow guidance from the various country governments, and we are keeping this page and our policies under constant review.
Thank you for your patience.