Covid 19 Questions and Answers

We have made the decision to extend the closure of holiday cruisers and cottages until 4th July in line with the latest government guidance to keep our staff and guests as safe as possible. Therefore, you will not be able to travel to your holiday destination for at least the next five weeks.

During these difficult times the safety of all our friends, colleagues and loved ones is what matters most. We encourage everyone to follow the Government’s guidelines as we all do what we must do to keep each other safe and well.

Questions and Answers

I have an upcoming booking; can I still go? 

On 23rd March 2020, the government issued the instruction that everyone must stay at home. This message was then repeated on 16th April 2020. Although some restrictions have been lifted, the leisure and tourism sectors still remains closed until further notice. Therefore, you will not be able to travel to your holiday destination for at least the next five weeks. We want to support as many of our customers as we can, and we will do everything we can to transfer your booking to later this year or next.

If you have a holiday booked with us during the next five weeks we will be in contact, if we haven’t done so already, to offer you alternative dates.  Should the alternative dates be at a higher cost, this will be payable minus a 10% discount (cruisers only) on the increased price.

What should I do if I am currently on holiday?

We strongly advise that you follow government guidance and make arrangements to travel home as soon as possible.

Can I make a booking with you?

We are currently not accepting bookings with a start date before 4 July 2020. You can make a booking with us for after this date if you wish to.

Can I speak to somebody about my holiday/property? 

We are happy to speak with you regarding your holiday however, the Coronavirus situation means we are currently experiencing extremely high call volumes so we ask you to please bear with us during this time. We want to help as many customers as possible but if you are travelling after 4th July 2020, we would ask you to email rather than call us so we can respond to requests in a prioritised manner based on the immediacy of the holidays.

We also ask that when you speak to the team you treat them with understanding and respect. This is a tough time for every one of us and we are doing our best.

What happens if I want to cancel my holiday that is due to start during the UK Government's enforced restriction on non-essential travel? 

You will need to check your travel insurance/credit card provider as to whether you would be covered for cancelling your holiday. We will provide whatever information you need in this regard. You can email us for your holiday details.

Your contract does not allow any refunds, but we shall do our best to help as much as we can in terms of offering a fee-free change of dates. See below for details on this.

Changing your booking...

If you have a holiday with us which is due to start during the UK Government's enforced restriction on non-essential travel and you would like to transfer this holiday to another time, please email us at sales@ferry-marina.co.uk.  Once received, a member of our friendly team will come back to you as soon as possible. Any increase in holiday cost will be charged, with any decrease in the holiday cost being refunded.

Can I move my holiday planned after the current restrictions?

Holidays booked after the current Government enforced restriction can still go ahead and that will remain the case until the Government informs us otherwise. Therefore your holiday is still valid.

What happens if I cancel my holiday that is due to start after the Government’s enforced restriction?

If you want to cancel your holiday after the current restriction, then it is entirely your decision and our normal Terms and Conditions apply https://www.ferry-marina.co.uk/your-holiday/terms-and-conditions/