Cancellation and Refunds Policy – May 2020

Cancellation and Refunds Policy – May 2020

Dear Guest,

As the fight against the coronavirus continues across the globe, there is no denying the impacts it has had on the world economy specifically on the global travel and hospitality industry. With this in mind we have decided to adjust our policies to reflect the present day realities.

Now that there is widespread awareness of COVID-19, coupled with the government’s stay at home/lockdown order that is currently in effect, we (KH Homes) have placed restrictions on the kind of bookings we accept. At this time, we are only able to accept reservations and bookings from front-line staff and key-workers or their representatives.

To this end our cancellations and refunds policy has been temporarily adjusted to accommodate check-ins that are scheduled for May 2020. All our bookings are now flexible and eligible for a full refund subject to the following conditions being met.

May Check-ins booked before 20 March 2020

Where a guest cancels a reservation, the full payment will be refunded free of charge if the cancellation request is received up to 7 days prior to arrival date. For bookings made directly with KH Homes Ltd, a cancellation request needs to be made in writing. If a reservation was made via a 3rd party website, it is necessary that the agent is notified and a cancellation form is sent through via email. Failure to do any of the above could mean the booking will remain active and a deposit charged accordingly.

Any cancellation requests received less than 7 days prior to arrival date will be treated on a case by case basis, subject to a review of the reason behind the cancellation.

Where the booking was made by or on behalf of a non-frontline staff or key-worker, KH Homes reserves the right to cancel the booking and issue a full refund of any fees already paid directly to KH Homes Ltd, in line with our existing booking and cancellation terms.

May Check-ins booked after 20 March 2020

Where a guest cancels a reservation, the full payment will be refunded free of charge if the cancellation request is received up to 3 days prior to arrival date. For bookings made directly with KH Homes Ltd, a cancellation request needs to be made in writing. If a reservation was made via a 3rd party website, it is necessary that the agent is notified and a cancellation form is sent through via email. Failure to do any of the above could mean the booking will remain active and a deposit charged accordingly.

Any cancellation requests received less than 3 days prior to arrival date will be treated on a case by case basis, subject to a review of the reason behind the cancellation. If the reason for a late cancellation is deemed to be valid, a refund – less any charges incurred by KH Homes – will be issued within 30 days of receiving the cancellation request.

All bookings and reservations will be vetted before being accepted. Where a booking is found to not be for a front-line staff or key-worker, such booking will be cancelled immediately and a full refund of fees paid directly to KH Homes will be issued.

If you have any questions please contact us on bookings@khhomes.co.uk or by phone at +44 (0) 1622 541 000 

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