In the wake of COVID-19, we know that a booking refund protection scheme is paramount. It provides our guests with the confidence to make a risk-free reservation. We listened to your concerns as soon as the coronavirus pandemic began, and we’ve taken action. Before we share some wonderful news, let’s revisit how Exmoor Character Cottages is keeping our guests as safe as possible.
A professional, independent coronavirus risk report
As you may already be aware, our small team here undertook a substantial, comprehensive third-party review. We did this to ensure your experience with us remained as safe as possible, from start to finish. Since then, we have retained the services of this professional risk manager. As a result, we are able to maintain many of the individual features that guests love, but with added safety precautions deployed.
However, after looking at all aspects of the business from our guests’ perspective, we discovered three distinct areas where we could do even more to ensure your complete satisfaction.
1. Introducing Master Cancel for risk-free, total peace of mind
We have always offered guarantees and protections for guests booking directly with us. However, it has sometimes been challenging (albeit impossible) to offer complete security to those who book via an agent or reservation portal. We know that during the early days of the coronavirus lockdown, many guests who did so were anxious about their holiday plans and refunds.
All reservations* are now protected
We are delighted to confirm that with effect from today, 5th August 2020, all our reservations are now completely covered by third-party Master Cancel ‘no quibble’ booking refund protection insurance.
This means that from 5th August*, when you reserve a stay your deposit is completely protected at no extra charge. Should you need to cancel your reservation, you may do so at any time from 60 days until two days before arrival. You’ll receive a full refund of the amount you have paid. This is returned to your account one day after your intended departure date.
Updated terms and conditions
We’ve updated our Terms and Conditions to reflect the booking refund protection. Moreover, we have created an FAQ document which outlines the details of the insurance. We believe for 99.9% of our guests, this added benefit of reserving with us will provide complete peace of mind.
Multi-point cleaning and hygiene checklist
As you may have seen on other blogs, on social media and even on regional TV, we’ve increased our housekeeping team. However, we’ve also instigated a multi-point cleaning and hygiene checklist. This, too, should provide complete peace of mind upon arrival and during a stay.
Pre-arrival phone call to all guests
Every guest booking with us has always received a complimentary pre-arrival phone call to outline everything you need to know about the cottages. This call has also shared hints and tips to make your stay even more enjoyable – if that’s possible! It is the ideal time to ask Lucy any questions you have about our cleaning protocol.
We’d love to hear from you – #FeedbackFriday
We love feedback and will always act upon anything which needs addressing at any of our properties. We encourage guests to:
- Write something personal in our guest book, or;
- Contact us directly via email or phone, or;
- Provide a review on one of our digital channels – a glowing report always makes us happy! In fact, we publish reviews on our website.
We have updated our website, too
Of course, we’d love you to come back and visit us. Our updated website now makes it incredibly easy to select your dates at any one of the four cottages, find the best price and to then book direct.
Above all, guest satisfaction is our foremost priority and we’re always looking for ways to make your stay even more comfortable. If you have any questions, feedback or wish to book, please feel free to contact us.
If you would like to revisit the other changes and updates we made in light of coronavirus, please do.