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Our response to the Coronavirus (COVID-19) pandemic

We know how excited you will be for your well-earned break, but we also understand you may be wondering what might happen if your booking is affected by Coronavirus (COVID-19).

What are the latest restrictions?

Overnight stays in England are permitted for 6 people or two households or support bubbles / linked households only from 17 May 2021 onwards. From 21 June 2021, we expect all restrictions for overnight stays to be lifted, however this is subject to review by the Government. Our recommendation is to place a deposit on your break to secure your dates, and read below for what will happen should your travel not be able to go ahead due to isolation, being unwell, or Government restrictions.

Overnight stays in Wales are permitted from 3 May 2021 for extended households. An extended household is one that has formed an exclusive bubble with another household. This mean two households can go on holiday together as an extended household but must have a gap of 10 days if they have previously been part of a different extended household. From 5 June 2021, we expect all restrictions for overnight stays to be lifted, however this is subject to review by the Government. Our recommendation is to place a deposit on your break to secure your dates, and read below for what will happen should your travel not be able to go ahead due to isolation, being unwell, or Government restrictions.

Overnight stays in Scotland are permitted for up to three households can travel together but capped at a maximum of 6 people (excluding children under 12) from 17 May 2021 onwards. From 7 June 2021, we expect all restrictions for overnight stays to be lifted, however this is subject to review by the Government. Our recommendation is to place a deposit on your break to secure your dates, and read below for what will happen should your travel not be able to go ahead due to isolation, being unwell, or Government restrictions.

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What happens if I have to isolate, or I’m too unwell to travel?

In the event a member of the party needs to isolate or is too unwell to travel, 48 hours prior to your stay, but no more than 7 days prior, we will require evidence that they have been told to self isolate, or evidence of a positive COVID-19 test. Upon receiving this, we will help you move your booking to a later date or, if you wish, a different property at a later date, with no administration charge. Please be aware that if the cost of your new break is higher than your original booking, then you’ll need to pay the difference 6 weeks before the new arrival date. Equally, if the cost of your new break is lower than your original booking, then you will receive a partial refund.

What happens if I can’t mix households due to Government restrictions?

In the event your booking is affected by Government restrictions relating to the mixing of households, we will help you move your booking to a later date, or, if you wish, a different property at a later date with no administration charge. Please be aware that if the cost of your new break is higher than your original booking, then you’ll need to pay the difference 6 weeks before the new arrival date. Equally, if the cost of your new break is lower than your original booking, then you will receive a partial refund.

What happens if I can’t travel due to Government restrictions?

In the event your booking is affected by any Government travel restrictions, either nationally, at the lead guests address, or at the property address, we will help you move your booking to a later date or, if you wish, a different property at a later date, with no administration charge. Please be aware that if the cost of your new break is higher than your original booking, then you’ll need to pay the difference 6 weeks before the new arrival date. Equally, if the cost of your new break is lower than your original booking, then you will receive a partial refund. In the instance where moving your booking to a later date, or a different property at a later date is not preferable, we will provide you with a full refund within 24 hours of the arrival date of your intended stay.

If any of the above happen, when do I need to speak to Eden Retreats?

It is important that you make us aware of any potential issues with your booking more than 48 hours prior to your stay, but no more than 7 days prior. Remember, if you do not inform us of any COVID-19 related issue preventing your stay, our normal cancellation policy will apply.

Do I pay a deposit for my break, or the full amount?

As usual, for all bookings where the arrival date is more than 6 weeks in the future, a deposit of 25% will secure your stay. You will need to pay the balance no less than 6 weeks before arrival. And, for all bookings where the arrival date is 6 weeks or less in the future, you must pay us the full amount upon booking.

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Whilst you're away

Our systems can connect you to us, or you directly to the owner should you need anything whilst you're away. We're here to help whenever you need us.