Covid 19 and your booking
We are now getting familiar with the three Tier system that the Government has recently introduced. Many of our guests are affected by the Tier system. We are sorry for the uncertainty and stress due to Covid 19 and how this relates to your booking. This blog will be updated regularly with the date, and you’ll be able to find out what tier the Tranquil Otter is. Please email us if you’d like to discuss the tier system and your booking.
To confirm we at the Tranquil Otter are in Carlisle District and will therefore be going into Tier 2 restrictions from 31st October 2020. See Government website here for more detail.
Tier 2 for Carlisle what this means:
You must not meet socially with friends and family indoors in any setting unless you live with them or have formed a support bubble with them. A support bubble is where a household of one adult joins with another household. You may still continue to meet in groups of 6 or less in certain outdoor spaces.
You should continue to:
- follow social distancing rules
- when travelling, plan ahead or avoid busy times and routes; walk or cycle if you can
- Find out more about the measures that apply in all alert level areas to help reduce the spread of COVID-19.
Tranquil Otter’s response
In terms of our policy for guests travelling from Tier 3 areas, we have taken our lead from Cumbria Tourism whose advice we have repeated in full below.
- We cannot advise our customers to travel or not to travel.
- Currently, travel from Tier 3 and 2 areas is not banned.
- We are open and are operating in a COVID-secure manner.
If you choose to cancel, we will try to relet your booking in line with our terms and conditions. Our terms and conditions include our cancellation policy and the terms on which you can move your booking. The terms and conditions can be accessed from our website, see the footer of each page
Advice from Cumbria Tourism
Travel from Tier 3 areas: Whilst residents of ‘very high risk’ regions are being advised not to travel outside their local area, overnight stays are not currently banned by law, (except those travelling from Wales). It is up to individual businesses to decide whether or not to refuse or cancel bookings from Tier 3 areas. Many visitors are making the decision themselves to cancel. We would advise Cumbria Tourism members to reach out to relevant customers to discuss the best options for their situation. It is essential, however, to ensure that businesses are making every effort to comply with legal restrictions such as the Rule of Six, where applicable.
Cancellations: The situation depends on who cancels the contract. If a customer calls requesting a cancellation, then the business’ terms and conditions will apply (unless they are unable to travel due to Coronavirus – currently only applicable to those in Wales). However, should the business decide to cancel a booking, they would be considered to have broken the contract and therefore should provide a full refund. In this scenario, you may be able to contact the customer and negotiate a postponed stay or voucher if they agree. It is important to check your terms and conditions and display them clearly in all communications to avoid confusion and disappointment.
Tranquil Otter is Covid-secure manner, read more.
What tier is the Tranquil Otter – as at October 31st 2020 Carlisle will be in tier 2