COVID Cancellations

 

PLEASE READ THE FOLLOWING INFORMATION

Following the latest Welsh Government Update on Friday 19th February 2021, Wales will continue to be in lockdown for at least another 3 weeks. With regret, we have had to make the informed decision to cancel all WELSH bookings up to and including the 25th March 2021. The restrictions are set to be reviewed every 3 weeks and we hope to gain a much clearer idea of when self catering holiday accommodation in Wales can open very soon. We are optimistic for a late March/early April date.

Following the English Government announcement on 22nd February 2021, English guests are unable to take overnight stays prior to 12th April 2021. Due to this, all bookings before 12th April from ENGLISH residents unfortunately must now be cancelled.

All our staff at Herons Lake Retreat fully sympathise with you and value all of your support throughout this year and moving forward in 2021. We would really appreciate it if you could take a credit note for your booking or just wait until it has been confirmed as to what date the restrictions are in place until and then rebook your stay with us. This will save our staff a lot of time and we really do appreciate your loyalty. There is of course no legal obligation to take a credit note option and we can issue a full refund for you if you prefer this option.

If you have an upcoming booking between 18th January 2021 and 25th March 2021 and are a WELSH resident unfortunately your stay will no longer be able to go ahead.

If you have an upcoming booking between 18th January 2021 and 11th April 2021 and are an ENGLISH resident unfortunately your stay will no longer be able to go ahead.

For all of our guests who’s stay is affected by these new restrictions, FOR DIRECT BOOKINGS ONLY your options are as follows;

1. You are able to rebook with us in 2021 using any payment already made as a credit towards your new stay. For all of those who rebook. Please take a look at our website (https://www.heronslakeretreat.com/book/) for new dates and email us at heronscancellations@gmail.com with your request, including your name, booking reference and date of stay.

2. For those who are unsure of their new dates, there is no rush to make a decision as we are happy to offer you a credit of any payment already made towards a future booking valid for 12 months from the date of your cancelled stay, along with some additional discount and extras. If you would like to take this option, please email us at heronscancellations@gmail.com with your request, including your name, booking reference and date of stay. Please kindly try and avoid calling as this will help us answer your enquiries quicker via email.

3. For those of you who choose to request a refund, please click on the attached link, or copy and paste it into your web browser, and complete all requested details. Once we have a fully complete form with all the correct details, your refund will be processed within 7-9 working days. This excludes bank holidays and weekends.

https://www.cognitoforms.com/HeronsLakeRetreat1/GuestRefundForm

PLEASE NOTE – If you have made your booking through a third party agent such as Hoseasons or Booking.com, you will need to contact them directly regarding their cancellation and refund policy.

To ensure that your request is dealt with as quickly as possible please ONLY send your request to us by email at heronscancellations@gmail.com (please do not send your request by telephone, text, Facebook or to another email address).

Thank you once again for your support and understanding, it is very much appreciated and we hope to welcome you back to Herons Lake Retreat again very soon.

Kindest regards
Herons Lake Retreat