We understand that you may have some questions or queries you wish to ask before making a booking at the current time or you may have questions about your upcoming booking…
You can find more information and answers to frequently asked questions how the Coronavirus pandemic and how it might impact you on this page. If you have any questions, please do not hesitate to contact us.
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What extra measures are being put in place at properties to stop the spread of Coronavirus?
Since January 2021, all owners have had to align to Osprey Holiday Cottage’s enhanced cleaning protocols. This offers not only peace of mind to guests, but shows to guests and to us that owners take their responsibilities seriously. Owners will have received additional information on how our cleaning teams carry out their work and how owners who don’t use our teams must clean their properties.
In addition to this, we remind all owners that they should practise social distancing with guests; wait before entering properties after a check-out and wear protective gloves when cleaning.
What's the difference between cleaning and sanitising?
In simple terms, cleaning is when you remove germs and dirt from surfaces. Sanitising is when you use chemicals to reduce the number of germs and bacteria. All our properties are both cleaned and sanitised.
How do I know what's been cleaned when I arrive?
When you arrive at your chosen holiday property, you will be able to find completed check lists showing that the cleaning has been carried out. If you can’t find this, contact us straight away.
How often are Osprey's cleaning guidelines reviewed?
Our guidelines change frequently based on the information provided by the Government, Public Health England and other organisations. As soon as changes are made they are communciated to owners and our cleaners so that they are up-to-date.
What other health & safety guidelines are there to keep guests safe?
Beyond cleaning, we’re sticking with guidance from the Government and from public health organisations, including:
- All hosts and guests must wear a mask when interacting, or using common areas within a property, and;
- Maintaining a 2m distance from anyone who’s not part of your booking at all times.
- Washing your hands regularly for at least 20 seconds using soap & water.
- Not hosting or travelling if you’ve been exposed to anyone, or are exhibiting any symptoms of Coronavirus.
We also remind guests and owners that they must follow laws and guidance in place.
Our own team follow a series of actions and control measures detailed in our risk assessment for Coronavirus.
Help whilst you are with us…
If I am told to self-isolate when in your accommodation, what do I do?
If you are contacted by NHS Test & Trace whilst on holiday you MUST notify us immediately that you have been asked to self-isolate. Call us on 01305 818118 without delay.
If you are well enough to return home and private transportation then please do so and self isolate at home. Do not use public transport. If you cannot avoid using public transport, you should continue to self-isolate and call 111 for further advice.
People you are travelling with do not need to self-isolate if you do not have symptoms.
Remember that accommodation providers are not obliged to provide self-isolating facilities so you will be liable for any additional costs incurred.
What shall I do if I feel unwell while on holiday?
If you develop symptoms whilst on holiday, please arrange a test using your holiday address. You can check if you need to order a test from www.nhs.uk/coronavirus or call 119.
You must notify us immediately by calling 01305 818118. If you are staying or travelling with others, they must also self-isolate and take appropriate action based on your test result.
Note: The guidance on the NHS web site may change more frequently than this page.
What should I do if my test is positive?
You MUST notify us immediately that you have tested positive by calling 01305 818118.
If you feel well enough to travel, you should return home as quickly and directly as you can, using private transport. It is important that you do not use public transport.
Test results are issued by text or email so if you feel unwell, you do not need to wait for your results, but you must return home the most direct way, by private transport.
If you feel so unwell that you cannot travel, or if you cannot avoid using public transport, you should continue to self-isolate (including those travelling with you) and call 111 for further advice.
Remember, holiday accommodation providers are not obliged to provide self-isolating facilities so you will be liable for any additional costs incurred.
You must self-isolate for the time required by the NHS or UK Government from when your symptoms started.
My test was negative, can I stay?
If your result is negative, you can stay and enjoy your visit as planned, provided that the NHS Test and Trace service has not advised you to self-isolate (see below). If you are still feeling unwell and need medical assistance, please call your own regular GP or 111.
Remember to let us know as soon as possible, by calling 01305 818118.
Who do I contact if I'm unwell?
- If you are ill and need medical advice, call 111 or your own GP
- In the event of a medical emergency, call 999
Help with your upcoming reservation
Have the check-in or check-out times changed since I booked?
As the safety of our guests, staff and the local community is of paramount importance to us, your check-in and out times may have changed. This is to allow for the enhanced cleaning that is now in place. If this is the case, we will notify you prior to your stay.
How do I get the keys for my holiday let?
In line with the UK Government’s original advice on Coronavirus, we have introduced and kept a socially distanced or completely contact-free key handover.
For socially distanced handovers, we ensure the keys are cleaned and sanitised.
I think a change in guidance/law that affects my holiday. What should I do?
As the guidance surrounding Coronavirus is constantly changing, we know these could affect your holiday booking. It is likely that announcements will be made by the Government without warning, so when we are aware of the full details we will be in touch.
If you believe your booking has been affected and we haven’t been in touch within 2 working days of any announcements, please contact us for guidance.
Where can I find more guidance on planning my stay?
If you have any further questions or need advice, please get in touch with us.