Updated 1st November 2020
The safety and wellbeing of our customers are paramount to what we do. In support of the Government efforts to control the spread of COVID-19 in the United Kingdom, all of our properties are closed from Thursday 5th November to Wednesday 2nd December - until it’s safe to reopen and welcome PetsPyjamas travellers once more. If this should change, we will provide an update on this page.
If you have a booking with us, there is no need to call. We are contacting our customers due to check-in during this period to rearrange travel plans. Please bear with us while we work through these bookings on a consecutive basis.
Key questions from our customers
I would like to change dates, not cancel, can I do this?
Of course! Your booking may be amended to a later date. Please email our Customer Support team at firstname.lastname@example.org
What is your policy/ cancellation policy/ where does PetsPyjamas stand with COVID-19?
As per our Terms and Conditions, we have posted the following on the website, to be found at this URL: https://www.petspyjamas.com/about/terms/
If restrictions are put in place due to significant reasons such as events of force majeure and/ or the 'three tier restrictions' put in place by the government and/ or the ‘national lockdown’ these restrictions collide with your booking (please check the official Government website: https://www.gov.uk/coronavirus, then your booking will be automatically cancelled. Please see below for your cancellation options:
1. We are able to rebook your stay to an alternative date. This can be arranged for you to stay at the same accommodation or other accommodation found on the PetsPyjamas website. This is our suggested option as preferred properties have very limited availability for dog-friendly travel due to many customers not travelling abroad in late 2020 and early 2021. In order to avoid the disappointment of your preferred property being fully booked, we would highly recommend to change dates or rebook now.
2. We can transfer the amount you have paid onto a credit voucher, which can then be used towards a new stay of your choice. This option provides full flexibility if you are unsure as to when you would next like to travel. Your voucher can be used towards multiple holidays and we will also include a 10% discount code as a goodwill gesture, which can be used towards a new stay. Both voucher and code are valid for up to 12 months.
3. If this is an option to you at all, you can amend your booking by reducing the number of people on your booking to six people or less, which then adheres to the current official Government guidelines.
4. You can request a full refund to your account*. Refunds will be returned to the same account used when the booking was made. Unfortunately, we are unable to refund vouchers and so, your voucher will be reactivated, allowing you to rebook your future PetsPyjamas stay at a date of your choice. Refunds can only be approved and issued following an investigation by our Support and Finance teams, in line with the property's own cancellation and refund policy.
The Government has issued a lockdown, what does this mean?
We have followed the advice provided by the Government and all our properties 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
I'm worried about the hotel or cottage that I'm going to won't be as dog-friendly due to COVID-19. Can you advise?
We understand your concern. Extra measures need to be taken to ensure the utmost safety during COVID times, but that doesn't mean your pup still can't have the most paw-fect holiday! All of our hotels and cottages remain dog-friendly, but if there's any particular query when it comes to facilities use, feel free to talk to our Pet Partners when you're booking. They're more than happy to talk you through any of your concerns!
Are the hotels still conducting business as usual?
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.
We will update this page should our policy on this change.
Should you have any further questions, please email: email@example.com
*If you would like request a refund, please email our Customer Support team directly at firstname.lastname@example.org who will investigate each individual case on your behalf. Due to property closures, this investigation may take up to 30 working days to complete and refunds may take up to 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.