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COVID-19, Cleaning and Cancellation Information

Updated: 7th October 2020

The space and privacy at The Coach House make it a perfect place to enjoy a safe break.  We are excited that since 3 July we have been allowed to welcome guests back to our holiday home to enjoy this special place.

It is important that we are able to provide a safe environment for you to enjoy your stay.  Likewise, we are committed to ensuring the safety of our team.

Norfolk Holiday Cottages, who manage the Coach House, has developed a strict cleaning protocol for their self-catering properties.


Risk Assessment

In line with the guidelines provided by PASC UK we have conducted a detailed Risk Assessment to ensure the safety of our guests and staff. We will continually review our Risk Assessment to take into account any changes in guidelines or legislation.


Cleaning protocols

The cleaners are following the necessary protocols for owners and management team for Covid-19 Holiday Let Cleaning.

The housekeeping team wear appropriate PPE and follow our strict cleaning checklist and protocol.

Our cleaning standards and checklist are available on request.

We provide appropriate cleaning materials and food-safe Covid-grade spray disinfectant within the property for you to use during your stay. We ask you not to bring bleach with you.


Your arrival

You are welcome to arrive any time from 5pm. You will not be given access to the cottage before 5pm unless a special arrangement has been agreed in writing in advance. The cleaning we undertake is a 2-step process; the cleaning step is as normal but then we go through the whole house again disinfecting. This takes us extra time and we ask for your help in not arriving early.

You will have a no-contact check-in and check-out process.  All of the relevant access information will be sent to you in advance and you will be able to access your property without direct contact with us.  If you need anything during your stay we are just a phone call away.


Your departure

This handful of simple actions taken before your departure will help us enormously. We ask you to:

Leave before 9am prompt.

Remove linen from used beds and leave by the side of each bed.  Towels to be left separately.

Open windows in every room.

Run the dishwasher at 60 degrees with all crockery, cutlery, glasses and utensils that will fit. Don't open or empty the dishwasher at the end of the cycle - we need the completed state of the cycle to be evident.

Bag all rubbish and place in the outside bins. Take your own food items home at the end of your stay.


Helping you plan - what to expect in Norfolk - from 10 July face coverings will be compulsory in shops so please bring your favoured kind of suitable face coverings.



Your commitment to us

It is imperative that you do not travel if you, or any of your party are showing symptoms of COVID-19, or have been in contact with someone suffering from COVID-19 with 14 days of check-in.

Please read and familiarise yourself and your party with the following public health and government information:

Latest COVID-19 guidance from NHS England and the Government, including physical distancing measures and advice for infected households.

If you or a member of your party develop symptoms of COVID-19 during your stay or within 14 days of your return home you must inform us immediately.

If you or a member of your party test positive or develop symptoms during your stay Government guidance states that you should stay indoors and self-isolate. Immediately book a test through NHS Inform using your holiday address or, if you can't get online, by phoning 0800 028 2816.

If your test is positive you must inform us.

If you are well enough to travel you should return home and self-isolate in accordance with current Government guidance.

If you are unwell and cannot return home, you will be expected to pay all costs for extending your stay. We recommend you take out travel insurance.



Cancellations must be notified to and received by us in writing (preferably by email) and once received we will confirm and process your cancellation request.  


The treatment of a cancellation will depend on when the cancellation is made and the reason for the cancellation.


Cancellation requests will be treated based on the reason for the cancellation, the length of time between cancellation and your holiday, and our ability to re-let the property, as follows:


National Lockdown - In the event of a national lockdown that coincides with your holiday, where you are unable to travel, and we are prevented from opening, you will receive a full refund.


Regional/Local Lockdown - In the event that the address given on the booking is put into Local/Regional Lockdown, rendering you unable to travel, and the period of restriction covers the period of your booking, you will receive a full refund.  Please note that this applies only to the address given on the booking by the lead booker, and does not apply if an unidentified party member at a different address is unable to travel due to local lockdown.


Your inability (or the inability of any, some or all of your intended occupants) or disinclination to travel to and stay at your hired Cottage for any reason.  This includes - but is not limited to - illness (including Covid), a requirement or recommendation to self-isolate or quarantine, a call to jury duty, incarceration, change in personal or work circumstances, family emergencies, travel delays, vehicle breakdown, and delays with public transport.  These remain at your risk and do not give rise to a right to cancel or to receive a refund unless we re-let the property, other than according to the sliding scale below.  You are strongly recommended to take out UK travel insurance to cover these eventualities.  If you choose not to take out UK travel insurance then you accept responsibility for any loss that you may incur due to your cancellation.


Travel Insurance


It is the responsibility of the Lead Guest to acquire suitable travel insurance to cover their holiday, including Cancellation and Curtailment Protection Insurance.  We strongly recommend that you take out suitable insurance which will cover you for possible cancellation of your UK holiday.  There are several suitable options which include cover for COVID-related cancellation (see below), or you can look for suitable cover on comparison sites such as  We are not selling, promoting, endorsing or recommending any particular product, and do not benefit financially or have any formal relationship with any of these providers.









All refunds will be subject to deduction of a non-refundable administration fee of £75 to cover our costs and third party costs related to the cancellation and remarketing (these costs include our admin costs, re-marketing costs, bank fees, accounting fees and agency fees or commission payments).


A cancellation charge will be made based on the number of days notification of cancellation given by the person making the booking to Norfolk Holiday Cottages, and whether the cottage is re-let for the period of the cancelled stay.  Norfolk Holiday Cottages will apply the scale shown in the table below to determine the amount of the refund payable to you.  If the cottage is not re-let, this will be a percentage of the total cost of the holiday.  If the cottage is re-let, this will be a percentage of the total cost of the holiday.  If the cottage is re-let, the amount refunded will be the rebooking value (which may be less than you paid) less the non-refundable administration fee of £75.  For the purposes of this Condition, the total cost of the holiday shall include any extra items ordered by the Holidaymaker.


Part Cancellation - If any person(s) in your party needs to cancel, this will not affect the total cost of your booking.  In addition, no refunds are payable in the event that you cut short your stay.


Refunds for cancellations more than 6 weeks out will be made within 3 working days of the date of cancellation, which must be in writing (by email).  Refunds for cancellations made less than 6 weeks out will be made within 3 working days of the earlier of the rebooking date, or the start date of the holiday (as the refund amount will depend on the rebooking value).


Time from Cancellation to Arrival                              Cottage not rebooked                      Cottage rebooked

                                                                                          We refund to you                              We refund to you


> 6 weeks                                                                         Deposit less £75                               Deposit less £75

36-42 days                                                                     60% of total cost                              Rebooking value less £75

39-35 days                                                                     50% of total cost                              Rebooking value less £75

22-28 days                                                                     40% of total cost                              Rebooking value less £75

15-21 days                                                                       30% of total cost                              Rebooking value less £75

8-14 days                                                                        20% of total cost                              Rebooking value less £75

0-7 days                                                                          0% of total cost                                Rebooking value less £75


We won’t be deemed to be in breach of this Contract, or otherwise liable to you, by reason of any delay in performance or non-performance of any of our obligations in this Contract to the extent that such delay or non-performance is caused by circumstances beyond our reasonable control (for example if access to and use of our property is prevented by fire, flood, exceptional weather conditions, epidemics, pandemics, destruction/damage, internet or other communications failure, blocked roads, war/terrorism, nuclear/radioactive disaster affecting us or our property) (these are sometimes referred to as “Force Majeure Events”)

If for any reason beyond our control we are forced to cancel your Booking (or bring it to an end early) due to a Force Majeure Event affecting us or our property we will refund you the full amount of your remaining lodging costs based on the time of your Booking remaining. This will be the full extent of our liability and no additional compensation, expenses or costs (such as travel or replacement lodging costs) will be payable. 

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