The safety and wellbeing of our customers are paramount to what we do. Whilst we have not received any reports of outbreaks at our properties, our property partners are performing deep-cleans and are continuing to uphold very high levels of hygiene and cleanliness. If this should change, we will provide an update on this page.


Key questions from our customers

I would like to change dates, not cancel, can I do this?

Of course, the booking may be amended to a later date. Please email our Customer Support team at support@petspyjamas.com


What is your policy/ cancellation policy/ what does PetsPyjamas stand with COVID-19?

As per our Terms and Conditions, we have posted the following on the website, updated daily and to be found at this URL: https://www.petspyjamas.com/about/terms/

For new and existing bookings with an arrival date on or before 27th May 2020**, customers may request a change to the start date of their booking by up to 12 months, subject to availability. Subject to standard T&Cs, PetsPyjamas will agree to either amend the booking to a later date or receive a full credit refund in the form of a PetsPyjamas travel gift voucher to be redeemed within 12 months of issue date. PetsPyjamas will waive any administration charges for the change and will additionally offer 10% discount for gift vouchers as a gesture of goodwill. However, depending on the cost of the property of the new booking, you may have to make a further payment. If you would like request a refund, please email our Customer Support team directly at support@petspyjamas.com who will investigate each individual case on your behalf. Due to property closures, this investigation may take up to 90 working days to complete and refunds may take up to a further 30 working days to process. In offering vouchers as credit and a further 10% discount, PetsPyjamas is providing a generous and flexible set of options that enable you to continue with your holiday plans when this global crisis ends.

** Customers will need to contact us at least 72 hours before their scheduled arrival date.

We will update this page should our policy on this change.


The Government has issued a lockdown, what does this mean?

We have followed the advice provided by the Government and all our properties are currently closed in order to maintain the safety and wellbeing of all. This is the best source of advice and guidance and we advise everyone to visit it and read it carefully: https://www.gov.uk/guidance/coronavirus-covid-19-information-for-the-public 


Are the hotels still conducting business as usual?

Whilst none of our property partners have reported an outbreak - and are continuing to uphold high levels of cleanliness and hygiene - as per the Government's advice, all of our properties are temporarily closed. If you are affected by these closures our team will have been in direct contact with you.


Due to the ever-changing circumstances surrounding COVID-19 and the number of uncertainties that come with it, we understand that our customers will need to make changes to their travel plans. We are working around the clock with our property partners to try and help our customers with this.


Should you have any further questions, please email: support@petspyjamas.com