A Coronavirus update

Due to the recently reimposed quarantine regulations for UK residents returning from France, you might find the following information useful.

Cancellations/refunds

If the guest is unable to take the holiday due to quarantine/coronavirus restrictions, please ascertain if the booking was made under the Coronavirus Flexible Booking Guarantee, or under your standard terms.

Coronavirus Flexible Booking Guarantee

If their holiday has been booked with you under the Coronavirus Flexible Booking Guarantee, they would not be entitled to a refund, and they would simply need to talk to you about choosing alternative dates. If you feel you need to offer a goodwill refund outside of this policy, please note we are unable to offer commission refunds to you from Cool Camping and other partner websites, so you will need to cover those costs yourself.

Bookings under Standard terms

For any other bookings, regardless of your standard cancellation terms, we are encouraging guests to talk to the accommodation partners about moving the dates of the holiday, rather than cancelling bookings and requesting a refund. We are pleased to say that most guests are happy to choose alternative dates later this year or next year instead of taking a refund.

Let guests choose their own dates

There is now a ‘Customer Rebooking Link’ on the ‘Admin’ tab of each booking. Use this to send guests a link to choose and book new dates themselves, and pay the difference if the new dates cost more. This feature will save you time and is available for bookings made on your own website and with Cool Camping. Bookings from other third-party sales channels like Airbnb should continue to be amended on the original sales channel in the usual way.

If you have any other questions, please refer to our Booking Guarantee FAQs.