We are currently experiencing a high number of calls and request customers to only call if travelling before 17th May 2020.
With government guidance issued last night (23rd March 2020), we are advising all customers travelling on or before 30th April 2020 to make changes to their travel plans. Due to government advice all communal facilities on-site are now closed. Accommodation is still available for guests after 30th April 2020 but further updates will be provided in a few weeks. Those with bookings with an arrival date on or before 17th May 2020 can also amend their booking if they wish to*, customers may request a change to the start date of their booking by up to 12 months, subject to availability.
COVID-19 Update: As at 23rd March 2020
To our customers and partners,
We appreciate during these difficult times there is a lot of uncertainty and challenges and would like to reassure all our customers and partners that we are doing our best to ensure the publics safety whilst at Kennacott Court.
Over the last few days we have had an influx of calls and emails like never before, please be rest assured our team is working around the clock and best as they can to make this period go as smooth as possible. In the last week we have:
- Briefed all staff to focus on helping customers with their upcoming bookings.
- Set up facilities for members of our team to work from home.
- Increased the number of people in our customer care teams.
- Further enhanced hygiene procedures for all staff;
- Requested cleaners to avoid close contact with customers – no handshakes.
- Access to the office is now closed, please give us a call instead.
- Any staff with symptoms to stay home as per NHS guidelines
Due to current circumstances regarding Covid-19 we are also making a temporary amendment to our booking conditions. Our customers wellbeing is of top priority and with recent government advice and ongoing circumstances regarding coronavirus we understand that customers may need to make changes to their travel plans.
As of 16th March 2020, for UK bookings only we are accommodating customers who would like to amend their arrival date. For new and existing bookings with an arrival date on or before 17th May 2020*, customers may request a change to the start date of their booking by up to 12 months, subject to availability.
We will waive any administration charges for the change but depending on the cost of the accommodation of the new booking, you may have to make a further payment or may receive a partial refund with respect to the cost of accommodation.
*Customers will need to contact us at least 72 hours before their scheduled arrival date.
We will update this page should our policy on this change.
During this difficult period we would like to say a big thank you to all those who have been understanding, polite and thankful to our team as they help you with your holiday. It means a lot and makes a real difference as we work through these unique and challenging circumstances.
Please give us a call on 07546 336650 if you have any concerns about your guest booking or staff hours that are scheduled in. The reception phones will normally be open from 9am to 4pm, this may be subject to change depending on staffing levels, but if no-one is available please leave us a message and we will get back to you as quickly as possible.
The situation is changing daily, so we will review and update our policies again as required, but please rest assured our top priority is to keep our staff and customers safe and well.
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I’m due to arrive at a property in the next few weeks, can I get a refund?
You can move your holiday dates to a later date free of charge if your arrival date is on or before the 17th May 2020. For bookings starting after that date, our standard terms and conditions apply and no refund is applicable.
Can I speak to somebody about my holiday / property?
We are currently experiencing extremely high call volumes into our customer service teams. We want to help as many customers as possible in a prioritised manner. If you are travelling after 17th May 2020 we would ask you to refrain from calling us until closer to the date of arrival.
How else can I contact Kennacott Court to transfer my booking?
You can email our customer care team directly at firstname.lastname@example.org. Please include your Surname and Booking Reference in the email. Do not include payment information or any other personally identifiable information within the email. Our customer care team will contact you as soon as possible, we ask that you bear with us during this period.
Will Kennacott Court’s facilities be affected?
Unfortunately due to current circumstances and government advice our communal areas such as swimming pool, sauna, reception waiting room, sports barn and gym are closed until further notice.
Where can I receive more information about coronavirus?
We would advise you to check the GOV.UK website for the most up to date information. https://www.gov.uk/guidance/wuhan-novel-coronavirus-information-for-the-public