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Coronavirus FAQs

Coronavirus FAQs

The UK government are advising that it's likely people won't be able to stay at holiday accommodation until 4 July. Our absolute priority is the health of our guests, owners and society as a whole. It is important that we all work together to keep everyone safe and well.

We have tried to answer questions you might have around travel restrictions below. Given how important this is we ask that you read these questions before contacting our team. We are receiving a large amount of enquiries and will be prioritising those who have a bookings in May then move to those due to stay in June. 

Please only contact our team if your enquiry is regarding a booking due to check-in by emailing us on bookings@canopyandstars.co.uk. If you do not receive a reply immediately, it is not because we haven’t received your email, we are just dealing with stays in date order. 

We appreciate your patience at this time. Above all we urge you to stay at home and keep safe and well.

Please read the FAQs below, as the answer to your question should be there:

Last updated 26/05/2020

Can I book a Canopy & Stars holiday?

Yes, the government has suggested that you will be able to go on a UK break from 4 July (this advice may vary in future in Scotland and Wales). We recommend you book your summer holiday soon as we are experiencing a high volume of UK bookings. Terms & Conditions apply but over the past few weeks we have been working closely with all our owners to find solutions, that are fair and flexible, for those existing bookings affected by lockdown. We are unable to give to a guarantee on what their decision will be if the lockdown continues but we will be encouraging date changes where possible. During the current coronavirus lockdown period we have amended over 90% of guests who had to change their dates due to lockdown. Our guests have been really happy with this. For international stays please refer to travel restrictions by visiting the FCO website. If you have a question about making a booking the best way to reach us is by emailing bookings@canopyandstars.co.uk.

Can I still go on my holiday?

If your check-in date is before 4 July:

The UK government are advising that it's likely people won't be able to stay at holiday accommodation until 4 July. This means that you will not be able to go on a Canopy & Stars holiday if you are due to check-in before 4 July. 

During this period we hope that you stay safe, look after yourself and are being supported by those around you.

If you have a booking due to check-in before 4 July please contact us via bookings@canopyandstars.co.uk and we will arrange a date change later in the year or for stays up to 30 June 2021 (if the calendar isn’t open yet we can request this with the owner). We are not charging any fees for changing dates. Where a date swap is possible, you simply need to pay any difference in price for the new dates.

To change your booking please look at the calendar for some available dates and email bookings@canopyandstars.co.uk (please don’t call us as we are dealing with an exceptional volume of enquiries) with your 6-digit booking reference, you can find this in your booking confirmation. We will be replying to the most immediate check-in dates first. Please also include some ordered preferred dates, listing the date you would like to stay and for how many nights. 

Example:

Booking ref: CS675492

Requested dates: 

  • 13 September, 2 nights 
  • 22 September, 2 nights
  • 5 October, 2 nights

We will work to your preferred date first. If there is a change in price we can take the additional payment over the phone, if it’s of a higher value, or refund the difference if it is a lower price than the stay you have currently booked. If you select dates that are cheaper than your previous booking then you will be offered a refund for the difference, you must however book for the same number of nights or more nights than the original booking.

If you are not ready to make a booking yet, we can hold a credit against your booking reference for future a stay at the same Canopy & Stars space, for a much needed nature break to look forward to after this difficult time. If you wish to do this, please notify us by email on bookings@canopyandstars.co.uk with your six digit booking reference and let us know this is what you wish to do and we ask that you come back to us within 3 months with new preferred booking dates.

When a date swap is possible it’s for this time period only, and normal owner and Canopy & Stars T&Cs will apply on the rearranged date.

We will be working through bookings in date order starting with those due to stay in May then moving to those due to stay in June. Do bear with us, this may take some time. 

If your stay is after 4 July:

There is currently no government advice with regards to UK travel after 4 July therefore bookings after this date are currently not affected. If restrictions are updated after this date our team will be in touch.    

Can I change the date of my trip? 

If you have a booking before 4 July, please contact us via bookings@canopyandstars.co.uk and we will arrange a date change later in the year or for stays up to 30 June 2021 (if the calendar isn’t open yet we can request this with the owner). We are not charging any fees for changing dates. Where a date swap is possible, you simply need to pay any difference in price for the new dates or we will refund you if the price is lower providing the stay is for the same amount of nights or more nights than the original booking.

To change your booking please look at the calendar for some available dates and email bookings@canopyandstars.co.uk (please don’t call us as we are dealing with an exceptional volume of enquiries) with your 6-digit booking reference, you can find this in your booking confirmation. Please also include some ordered preferred dates, listing the date you would like to stay and for how many nights. 

Example:

Booking ref: CS675492

Requested dates: 

  • 13 September, 2 nights 
  • 22 September, 2 nights
  • 5 October, 2 nights

We will work to your preferred date first. If there is a change in price we can take the additional payment over the phone, if it’s of a higher value, or refund the difference if it is a lower price than the stay you have currently booked.  If you select dates that are cheaper than your previous booking then you will be offered a refund for the difference, you must however book for the same number of nights or more nights than the original booking. 

If you are not ready to make an amendment to your booking yet, we can hold a credit against your booking reference for a future stay at the same Canopy & Stars space,  a much needed nature break to look forward to after this difficult time. If you wish to do this, please notify us by email on bookings@canopyandstars.co.uk with your six digit booking reference and let us know this is what you wish to do and we ask that you come back to us within 3 months with new preferred booking dates.

When a date swap is possible it’s for this time period only, and normal owner and Canopy & Stars T&Cs will apply on the rearranged date.

We will be working through bookings in date order starting with those due to stay in May then moving to those due to stay in June. Do bear with us, this may take some time. 

Why am I being quoted a different price to change my dates?

The price of your current stay is based on this year's pricing and can adjust throughout the year as we move between seasons. This is a standard practice for all travel companies, as prices are generally higher in the summer or bank or school holidays.

If you select dates that are cheaper than your previous booking then you will be offered a refund for the difference, you must however book for the same number of nights or more nights than the original booking. If you would like to match the price of your current booking we recommend you pick autumn dates or similar dates in 2021. 

What if I don’t want to change dates? 

We are doing everything we can to help guests and support our owners. These are unprecedented and very difficult times for everyone. If you are not ready to make a booking yet, we can hold a credit against your booking reference for a future stay at the same Canopy & Stars space, a much needed nature break to look forward to after this difficult time.  If you wish to do this, please notify us by email on bookings@canopyandstars.co.uk with your six digit booking reference and let us know this is what you wish to do and we ask that you come back to us within 3 months with new preferred booking dates.

Alternatively, we would recommend that you contact your insurance provider. We will provide you with any information you require for your claim.

Should I buy travel insurance?

Yes, we always recommend that you have comprehensive travel insurance. We recommend you take out a policy which covers you in the event of cancellation and has good medical coverage for international trips. Your coverage in the event of coronavirus-related issues will depend on your insurer. Please contact them if you have questions.

What happens if I have booked an international stay? 

The current FCO advice is not to travel to Europe. If you have booked an international stay before 4 July, we recommend that you contact your travel insurance to make a claim. If you don’t have insurance please email bookings@canopyandstars.co.uk and we’ll see what options are available.  

These are incredibly challenging times for everyone. Things are also changing so fast, so we will keep updating our FAQs page to provide the most useful information. Please review these regularly.

Please look after yourself and those around you.