Where do i stand regarding cancelling a stay from a guest who lives in tier 3? (UK)

[Robbie54]

I like to know if I can cancel a guests stay penalty free if they live in a tier 3 region of the UK? I have a guest who booked last night, literally 1 day before us here in the UK found out which tier we're in, and low and behold he's now in tier 3 and cannot now stay. As he booked for 3 days over christmas, which is my most profitable time of year, i contacted him and I'm waiting for him to get back to me to see if he wants to move his dates foc, otherwise my strict cancellation policy would apply. I need those dates clear asap to be able to get a new booking, I cannot hold on for days on end. I know he only found out today so I'll give him 48hrs to respond, which I feel is reasonable.

I have to start being tough with guests who are booking in the middle of a pandemic, although I'm still offering guests the option to move their dates foc. 

So, going back to my original question, can I cancel penalty free if a guest cannot stay because of their covid restrictions ? 

[Helen350]

Welcome back @Robbie54 ! - Contact CS via messaging and request a penalty free cancelation, - explaining that it against new UK regs for him to travel. That's what I did when someone booked just before lockdown 2 for  a night during lockdown. CS confirmed that was all OK in about 20 mins.

[Robbie54]

That's great @Helen350 and many thanks 🙂 

[Robbie54]

Hi @Helen350 where is the link to message customer services? I'm being blind.

[Helen350]

@Robbie54 

Dashboard - Help (Right hand side of top line menu) - Blue button 'Visit the Help Centre' ,bottom right of pop up right - scroll down to 'contact us' button bottom right. (Once you click 'help' you may get upcoming reservations, & 'Do you need help with this guest?' + option to select other future guests.) 

[Mike-And-Jane0]

@Robbie54 Surely if the stay is over Christmas the guest is allowed to come irrespective of the tier they are in. If I have understood the rules Christmas over rules the tiers and other devolved government rules.

[Robbie54]

@Mike-And-Jane0  Sadly that’s not correct, this is the rule-

• Between 23 and 27 December, people across the UK will be able to meet with two other households to form one Christmas bubble - but only in a private home, a place of worship or public outdoor spaces.

The devil in the detail is “only in a private home”, not a holiday let, which is a business.

Regardless of this we have to ask ourselves why we would even consider hosting guests from a tier 3 area, where infection rates could be many times higher than where we host? For what it’s worth I think it’s nuts the government has allowed this over Christmas, infections rates are going to rocket.   

[Mike-And-Jane0]

@Robbie54 The government website on Christmas bubbles has the following paragraph

If someone is in your Christmas bubble, you can visit each other’s homes and stay overnight, including in private rented accommodation. You can also go to a place of worship together, or meet in public outdoor spaces.

So if the legislation is written per their advice (not something that can be guaranteed) it would be legal to host a Christmas bubble in rented accommodation.

Now whether it is sensible to do so is a whole different matter.....

[Robbie54]

@Mike-And-Jane0  I can see a problem here if guests from tier 3 book for Christmas, I might have to block off those dates. Shame as I’d happily accept tier 2 guests, however if I write in my description that I won’t accept booking for those dates from tier 3 guests you can bet I’d still get a booking because they didn’t see it.