Tier 4

[Lisa5773]

Help!

I have guests due to attend on 28/12 but they live in Tier 4 so should not travel.  They were in Tier 3 and therefore the advise was not to travel but they never contacted me.  If I cancel them I get charged but I should not allow them to visit a Tier 2 area.  But if they cancel theoretically they should not be refunded any money, (although I'm more than happy to compromise with this).  Can anyone advise?  I can't get any help from the help centre and none of their articles answer the questions.

Thanks.

[Mike-And-Jane0]

@Lisa5773 We had a similar situation with lockdown. We sorted it by

1) getting the guest to message asking to cancel

2) Calling customer service to ask for a mutual cancellation because, since the customer booked, it has become illegal for them to visit you.

3) Ask them to confirm zero penalties and property will not be blocked.

This worked for me with the second rep I called.

Alternatives are available if above doesn't work