COVID-19 - Customer FAQ'sThe Isle of Man border closed to visitors on 23rd March 2020 for at least 21 days. Nobody is permitted to enter the island without Government authorisation.
This means, that if you were due to stay with us in the next few weeks, and travelling from off the island you are currently impacted. As the situation is dynamic and evolving we are currently dealing with customers who have booked to stay before 30th June. For bookings taking place after this date we are treating these as business as usual, but with added flexibility around payments, if this changes we will let you know.
We have put some questions together to help our customers, please contact us if you have any queries not explained below. We ask for politeness and patience at this time, we are a small business with reduced staffing experiencing a difficult time and we will get back to everyone.
Updated 6th April 2020
I am due to travel to the Isle of Man BEFORE 30th June 2020. The Isle of Man Government has put in restrictions stating that visitors are banned from entering the Isle of Man, what will happen to my booking?
In the first instance we ask that you check with your travel insurance as to whether this would be covered. As per the booking terms and conditions we are unable to offer refunds in this situation, but we would endeavour to help as much as we could in terms of offering a change of dates to a later date in 2020 or at any point during 2021 subject to availability. We would encourage you to help our island and it's tourism industry by not cancelling, as we don't want you to lose your money and would prefer you to choose new dates.
I am due to travel to the Isle of Man AFTER 30th June 2020. The Isle of Man Government has put in restrictions stating that visitors are banned from entering the Isle of Man, what will happen to my booking?
At this time it is business as usual for bookings after 30th June, however we do not expect guests to have to pay their balance payment 60 days before the holiday, as the situation is ongoing and developing. The balance can instead be collected 7 days beforehand in these unusual times. Over the next few weeks if the situation does not improve we are likely to adopt the same flexibility in moving dates as we are currently offering to guests that have booked to stay before 12th June 2020.
We will not make a decision around bookings post 12th June until the end of April unless further Government instruction is received beforehand.
Can I cancel my booking and take a credit note?
If you are due to travel before 30th June 2020, then yes this will be possible. The credit note will be to the value of your holiday and must be used before 31st December 2021. It must be redeemed at the same property that you originally booked unless it is not available in which case it can be used at another Island Escapes property.
What happens if I need to cancel my holiday because I am advised by a medical practitioner not to travel at a date in the future?
You will need to check your travel insurance as to whether this would be covered. We do not offer refunds in this case but we would endeavour to help as much as we could in terms of providing offering a change of dates at the discretion of the property owner.
My balance payment is due but I’m nervous about travelling, can I hold off paying this and see what happens?
Until the end of 2020, we are happy for you to hold off making a balance payment until 7 days before the holiday is due to commence.
The TT has been cancelled, what happens to my booking?
At this time we are unable to offer refunds because the TT is cancelled. You should check with your travel insurance provider, we will however move your booking to later in the year or next year subject to availability.
We arrived before the travel ban and are self isolating in one of your properties, can you guarantee the properties have been cleaned appropriately?
We cannot guarantee properties are free from infection, however, all our properties are always cleaned and maintained to a high standard, in line with our terms and conditions for letting with us. Our managed properties are cleaned by a professional cleaning team who are reviewing the situation on an ongoing basis. In our non-managed properties the property owners are responsible for cleaning and are taking similar steps.