Cancellation email templates

It's an incredibly challenging time for campsites and accommodation businesses at the moment and we appreciate the stresses of managing customer needs at the same time as keeping your business afloat. If you have not already done so, we recommend reading our Coronavirus FAQ page for businesses for answers to some of the most common business questions and information on some of the support that is available to you.

In order to help manage customer expectations around refunds and cancelled bookings, we have provided two template emails below, which you may wish to copy, paste and edit for your business. As the majority of Bedful users are currently glamping and camping sites, these emails have been tailored for these businesses, however, we hope they are useful to all accommodation providers.

Please bear in mind, these are general template emails that focus guests around the idea of amending holidays and re-booking new dates. This may not be the best approach for your individual business and you should always bear in mind your individual terms and conditions around cancellations and your own unique circumstances during this period.

Responding to a customer enquiry

Dear customer,

Thank you for contacting us about amending your booking.

As a small, independent campsite, this is a difficult time for us. We are reorganising a large number of bookings and making alternative arrangements for our customers, while at the same time trying to manage our business and staff during a period when campsites need to shut for the health and safety of the public.

Although we may not be in a position to offer refunds, we are very happy to amend your holiday dates to later this year, or next year. In this way, you will not forfeit any of the money you have already paid, and we will be able to manage our overheads and be ready to welcome you for your holiday, albeit later than planned! Thankfully, most campers have been very happy to move their booking, and we hope you will be too.

If we could ask you to suggest some alternative dates by email, we will try our very best to accommodate you.

Please do bear with us while we liaise with customers to rearrange their holidays. We will be prioritising guests with the earliest booking dates, but will be back in touch with you as soon as we are able.

Thank you for your patience in these exceptional circumstances. We look forward to welcoming you in due course.

Best wishes,

Contacting a customer about your closure

Dear customer,

It is with great regret that we are contacting you today about the continued closure of our campsite due to government restrictions around travel and Coronavirus (COVID-19). Sadly, as a result, we are forced to amending your upcoming holiday.

As a small, independent campsite, this is a very difficult time for us. We are reorganising a large number of bookings and making alternative arrangements for our customers, while at the same time trying to manage our business and staff during a period when campsites need to shut for the health and safety of the public.

Although we may not be in a position to offer refunds, we are very happy to amend your holiday dates to later this year, or next year. In this way, you will not forfeit any of the money you have already paid, and we will be able to manage our overheads and be ready to welcome you for your holiday, albeit later than planned! Thankfully, most campers have been very happy to move their booking, and we hope you will be too.

If we could ask you to suggest some alternative dates by email, we will try our very best to accommodate you.

Please do bear with us while we liaise with customers to rearrange their holidays. We will be prioritising guests with the earliest booking dates, but will be back in touch with you as soon as we are able.

Thank you for your patience in these exceptional circumstances. We look forward to welcoming you soon.

Best wishes,