Extenuating circumstances policy for the coronavirus outbreak
As the situation evolves, this page is the best place to learn more about The Old Kennels policy regarding Coronavirus.
More information is emerging each day and it is a confusing time for us all. We value our lovely guests and tutors and wish to put no one at risk. Given the circumstances all we can do is continue to monitor the situation, follow government guidance and share updates as we have them. In the meantime, we’re asking our guests to bear with us whilst we try and navigate what might be yet to come.
Our extenuating circumstances policy covers our guests with eligible bookings who are being impacted by the coronavirus (COVID-19) outbreak. We’re closely monitoring official guidance from local governmental and health authorities and the World Health Organization in order to support the health and wellbeing of our guests. As the situation evolves, we will be continuously evaluating and updating this policy.
If your booking is covered by the policy, you will have the option to postpone your course or accommodation reservation without charge provided your booking was made before 20th March 2020 and falls within the government ‘lockdown period’.
What does this policy mean?
Eligible bookings can be cancelled or changed without charges, including:
- Guests who are coming from or have recently visited (within two weeks of arrival/course date) severely affected areas – for a list of areas affected and covered by this policy, check below
- Guests who can’t attend a course or accommodation booking due to official travel restrictions, medical or disease control duties, flight or ground transport cancellation initiated by the provider due to COVID-19, or suspected or confirmed cases of COVID-19
What happens when a reservation that falls under our extenuating circumstances policy is cancelled?
- The guest will receive a full refund (including any fees) or, if they prefer hold a credit, or change to a future date. HOWEVER we would, of course, be over the moon if you would accept a credit or new date as we hope not to loose you as a customer due to this unprecedented turn of events beyond our control.
As of Saturday 13th March 2020 having considered the situation as of todays news we feel coronavirus has now become a real concern for many of our guests, tutors and of course the possible impact on their loved ones or people they care for. We feel it is wrong to place anyone in the position of unnecessary risk. The Old Kennels is a relaxed learning environment and we do not want anyone to feel concerned or stressed about their time here.
Having listened to government advice, bearing in mind many of our guests are in the demographic being advised to limit contact, we have on balance, decided that we will be rearranging all courses from todays date, through April and May. This may possibly also extend through June and even beyond depending on the situation.
We hope to be releasing alternative dates for many of the affected courses in due course. I hope you will understand and even possibly appreciate this move which isn’t taken lightly, and we would like to offer those guests affected the choice of moving to a new date, holding a credit, moving to another course, or we can if you prefer issue you with a full refund.
We would like to apologise for any inconvenience this might cause you especially for arrangements you may have already made with regard to your course, but we are quite sure you can appreciate the necessity to act at short notice given our situation.
To our loyal, wonderful customers – a huge and heartfelt thank you. Together we will pull through this with kindness and consideration for each other.
We’re really looking forward to the day we can welcome you again. Keep an eye on our website and social media for updates on when that day might be – let’s hope it’s soon.
Thank you again
About the coronavirus outbreak (COVID-19)
On 30 January 2020, the World Health Organization (WHO) declared a Public Health Emergency of International Concern (PHEIC) for the current outbreak of coronavirus disease, known as COVID-19.
Given the health and safety risks, we are asking all guests to please review your local authorities’ travel guidance and health advisories, in addition to global guidance from the WHO. We strongly urge everyone to take necessary precautions to protect yourself when travelling and also day to day.
Currently the UK government is advocating hand washing as a prime control measure, we would like to reassure our guests that antibacterial hand soap and individual hand towels are, as always, available as a matter of course at The Old Kennels, your health, wellbeing and comfort while you are with us is always our priority.
We’re providing some resources for your convenience below.