COVID-19 Guest Information

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A Message From US

Hello to all of our current and prospective guests, we hope you are staying safe and wish you all the best in these troublesome times.

On Monday 23rd March we made the difficult decision to close our doors to all booking for at least the next three months. We appreciate your patience as we work through the necessary steps to get everyone home safely and we will compensate guests where we can. We will be offering the option to book alternate dates so you can still enjoy your holiday albeit it at a later time.

Our team are working hard to make all of this happen so it may take us slightly longer to respond to you than usual.
– For any non-immediate concerns please email us at [email protected] and we’ll be back to you in due course.
– If your query is urgent give us a call on 01728 885262.

We are constantly updating this page as the situation progresses so please do check back.

Update 11th May 2020 | MORE 100% REFUNDS

Following the latest government update we have taken the action to close our properties for holiday let bookings for a further month until at least July. We are able to host certain guests in exceptional circumstances, i.e. key workers – but this is reviewed on a case by case basis. Please contact us to find out more.

What does this lockdown mean for your May and June holidays with us in Suffolk?
You are entitled to your money back in full or you can move your holiday for FREE.

We have heard horror stories from companies profiteering and not giving their money back to their valued, paying customers. We want to reiterate – if you cannot travel due to COVID-19, you can have your money back in full!

No offers of credit or vouchers. Just 100% Refunds.

Update 9th April 2020 | Additional Refunds

We have now cancelled and refunded those impacted by this lockdown period and have moved lots of you to alternate dates! If you are still awaiting your refund please do get in touch!

There is a lot of work involved in moving bookings and processing refunds across the various plaforms, and we appreciate your patience in working through these bookings.

In anticipation of the likely extension of this period our team is now working on providing refunds to the next wave of bookings up until 30th April 2020. We will begin work on refunding May bookings after the next government review.

Update 25th March 2020 | Move Your Holiday to 2021 for FREE

We are happy to announce that we are now opening our calendar for 2021 and are willing to defer all bookings from now until September 2020 to the same dates in 2021 at no extra cost (subject to availability). Click here to find out more.

Update 24th March 2020 | Lockdown & Refunds

Following the announcement from the government of the lockdown’ situation in the UK, we have made the decision that we are immediately cancelling all guests from Tuesday 24th March 2020 to Tuesday 14th April and they will be compensated 100% with a full refund. We will be updating with regards to further dates as the situation progresses.

Update 23rd March 2020 | Closure and Cancellation

Unfortunately as of 23rd March 2020 we have stopped taking new bookings until June 2020. If you have booked for this period you will be receiving correspondence from our team in due course, we are dealing with the immediate weeks currently and will continue to update you as the situation progresses.

Update 16th March 2020 | Travel Restrictions

If you are concerned about traveling [later in the year] and wish to cancel your booking:
The cancellation policy that you have to adhere to will depend on whether you booked direct with us, on Airbnb, Booking.com, etc. In the first instance it is best to check on the website that you booked through.

Air Manage Suffolk (Direct)
Bookings made BEFORE 16th March 2020: Cancelations made over 30 days before arrival will lose the deposit which is 30% of the total booking value. Cancelations within 30 days will lose the total booking value.
Bookings made AFTER 16th March 2020: Full refund if cancellation is made up to 5 days prior to arrival.

Airbnb – For bookings made on or before 14th March 2020 a full refund will be given for bookings with a check-in date of 14th April or earlier. Please note that this policy does not cover any new bookings. (For new bookings please see the cancellation policy on the Airbnb listing page)

HomeAway – Cancellations made over 30 days before arrival will lose the deposit which is 30% of the total booking value. Cancellations within 30 days will be charged the full booking value. (Unless otherwise stipulated on your booking confirmation)

Booking.com – Cancelations made over 30 days before arrival can be made free of charge. Cancellations within 30 days will be charged the full booking value. (Unless otherwise stipulated on your booking confirmation)

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