Please note: that the "We're Good to Go" logo applies to Keys Holiday Cottages and not necessarily all the individual properties on our website.
Book with confidence knowing that you are covered by our Covid-19 cancellation policy -
Due to the ever-changing Coronavirus circumstances, we understand you will be concerned about any upcoming bookings you have with us, or any bookings you would like to make for the future. Please be assured that any booking you make with us will be covered by our Covid-19 cancellation policy if Government Coronavirus legislation prevents you from legally staying with us - you will be able to either move your booking to a future date (subject to availability) or receive a full refund.
22nd February 2021 update
Following on from the Governments Covid-19 response - Spring 2021 announcement yesterday evening, we are now able to accept holidaymakers back from the 12th April. We will contact all bookings affected before this date, however if you believe your booking is affected and have not heard from us, please email us firstname.lastname@example.org.
5th January 2021 update
Following on from Boris Johnsons announcement yesterday evening, England is now under another National Lockdown - Stay at Home. We will contact all bookings affected, however if you believe your booking is affected and have not heard from us, please email us email@example.com or call 01263 823010.
23rd December 2020 update
Following on from Matt Hancocks announcement this afternoon, Norfolk will be placed into Tier 4 - Stay at Home restrictions from Boxing Day. We will contact all bookings affected, however if you believe your booking is affected and have not heard from us, please email us firstname.lastname@example.org
21st December 2020 update
Following the announcement on Saturday 19th December from the Prime Minister, we have now contacted all our holidaymakers with festive bookings affected by the new Tier 4 or Christmas restrictions. If you have not received this email and believe your booking is affected please email us on email@example.com or call 01263 823010. For more information visit https://www.gov.uk/coronavirus
Tier levels will be reviewed again by the Government on 30th December. Whilst it remains your responsibility to understand whether your booking is affected, we are also proactively contacting holidaymakers affected by the changes and continue to review the Governments guidance as it is issued.
27th November 2020 update
Following the recent announcement by the Government (Winter Plan) that from the 2nd December 2020 a three tier system will be introduced in England to help fight the spread of the Coronavirus. We politely ask that everyone who stays at a holiday cottage adheres to the latest Government advice regarding: who can travel, socialise or stay overnight together, along with the distancing advice. For more information on the Winter Plan visit https://www.gov.uk/coronavirus
1. Can I come and stay at a cottage over Christmas?
Up to three households can stay at a holiday cottage for four nights from 23rd December 2020 and the guidance around travelling between areas in different Tiers will be relaxed during this period.
You can view availability and book via our website for this 4 night break at Christmas.
2. Can I come and stay at a cottage over The New Year?
If Norfolk is still in Tier 2 after Christmas, then we are expecting that guests from one household or support bubble will be able to stay over New Year.
3. What Tier is Norfolk in?
Norfolk has been placed in Tier 2, which means we are able to welcome visitors from one household or support bubble into our cottages (If you have a booking for Christmas then the rule is up to three households are allowed to come and stay between 23-27 December).
4. I live in a Tier 3 area and am not supposed to travel - what can I do?
If this applies to you, then please contact us and we will arrange for you to transfer your booking to a future date or have a refund. Please email us on firstname.lastname@example.org
Please note that the Tiers that have been allocated to different areas are due to be reviewed on 16th December so the Tier allocated to your area (or here in Norfolk) may change at that point.
1st November 2020 update
Following the Government’s announcement on Saturday 31st October, if your confirmed booking is due to take place between Thursday 5th November and Wednesday 2nd December, due to the National lockdown (where you are not permitted to stay overnight anywhere other than your home) - we will be in contact with all bookings that are affected, working through those that were due to arrive first and we will be only too happy to rearrange your holiday for you or refund you.
27th October 2020 update
How do the different alert levels/tiers affect my stay?
Medium alert level (Tier 1) – You can continue with your booking as planned and enjoy your stay while following government guidance and legislation, such as the rule of 6.
High alert level (Tier 2) – You can proceed with your trip as you hoped, providing you weren’t planning to stay with friends or family you don’t live with, or who are not part of your support bubble.
Very High alert level (Tier 3) – If you live in or are due to stay in an area on very high alert/Tier 3, we would respectfully request that you follow the guidance and do not travel to help prevent the potential for spreading infection.
If Government restrictions on travel or the use of holiday homes prevents your stay from taking place, we will be only too happy to rearrange your holiday for you or refund you. Please note, if you choose to delay your holiday until 2021, there may be seasonal/yearly variations in the cost of your stay.
10th September 2020 update
Rule of Six
We are aware of the Government announcement regarding social gatherings of 6 or more people from different households. We will contact you about your booking if you are affected by this new legislation.
1/ From Monday 14th September 2020, the “rule of six” will be introduced in England which means that people will not be able to meet-up in groups of more than six unless they are in one household (and support bubble) of more than 6 people.
2/ The Rule of Six replaces the existing bans on more than 30 meeting and the rule of only two households.
3/ Controlled Covid-secure premises (eg., restaurants, pubs, attractions, hotels) can host more than six people but individual groups visiting these premises must not be larger than 6 people.
4/ Two households can still meet up, but not if they make a group of more than six people.
So from Monday 14th September 2020, the maximum number staying in a self-catering property is six persons, unless more than 6 people live together in one household.
As at 27th July 2020
Due to the ever-changing circumstances surrounding Coronavirus, we understand that you may be worried about any upcoming holidays you have booked with us, or any future bookings you’d like to make. Please be assured that our holidaymakers wellbeing is always our top priority, and we are working our hardest to assist you.
We hope you’ll find the answers to any questions you might have below.
The policies below may be subject to change as the situation continues to evolve, and we will update them regularly.
We are complying with the Governments Support the NHS Test and Trace Program for Hospitality, we will store this data securely via our electronic booking system and we are committed to ensuring that your privacy is protected.
We have shared the national guidelines with our property owners and their cleaners in relation to cleaning protocols which set out the extra measures to be taken.
This does mean the arrival time for your holiday has been amended to allow time for the required extra cleaning.
Arrival information and key collection instructions will be sent at least one week prior to your arrival.
To help us with the challenges that COVID-19 presents, some soft furnishings such as cushions and throws as well as other items such as books and games will have been removed from the property.
Following Government guidance, perishable open food items including tea, coffee, sugar and milk will not be left at the property. You will therefore need to bring these with you.
We would also request that you assist the cleaners by stripping and bagging any used bedding, towels and other laundry items in the laundry/black bags provided at the property, with as little shaking of the items as possible.
These policies may be subject to change as the situation continues to evolve, and we will update them regularly.
Can I book a holiday cottage with you?
Yes, you can, and we’re sure you could do with a change of scene! We are accepting bookings from 4th July 2020. We will continue to follow the government’s guidance and will adapt to any changes accordingly.
I have a holiday booked with you; can I still stay?
Everyone should heed the current Government advice prior to travelling.
What steps are being taken in holiday cottages to reduce risk?
We have advised all of our owners and their cleaners to carry out a thorough cleaning of their properties prior to any holiday commencing, and to pay particular attention to surfaces such as door handles, light switches, keys and remote controls.
If you have any concerns, we recommend that you bring any additional cleaning items with you.
Can we change our holiday to later in the year or to next year?
On 23rd June 2020 the Government confirmed that holiday accommodation can re-open from 4th July 2020. We are very excited to be able to welcome you back. If you wish to cancel your holiday our standard cancellation policy applies. Should any changes to the Government advice regarding lockdown happen between now and the date of your holiday we will contact you to discuss your booking.
What if I have to cancel my holiday because I have contracted Coronavirus or need to self-isolate or am advised not to travel by a doctor?
Unfortunately, you will not be entitled to a refund (you may be able to make a claim on your travel insurance), but we will do everything we can to change your holiday to another date at the same property. We will offer you the opportunity to rebook the same property later this year, or defer your booking to 2021, subject to availability. Please email us on email@example.com
Please note that you may have to make an additional payment if there are seasonal variations in the accommodation price, but we’ll do our best to keep this to a minimum.
What happens if I have a booking with you, but the Government issues another lockdown?
If Government restrictions on travel or the use of holiday homes prevents your stay from taking place, we will be only too happy to rearrange your holiday for you or refund you. Please note, if you choose to delay your holiday until 2021, there may be seasonal/yearly variations in the cost of your stay. Should any changes to the Government advice regarding lockdown happen between now and the date of your holiday we will contact you to discuss your booking.
Tourism VAT cut and what it means to the price of my holiday?
As we are a booking agent, we do not add VAT to the prices that our customers are charged, so the price of your stay will remain the same. Your booking is an agreement between property owner and guest, so we have never charged VAT on that.
However, this does mean that you should be able to enjoy discounted prices at many of the brilliant local attractions, pubs and restaurants during your holiday. Don’t forget that you’ll find a long list of attractions and places to eat nearby on the web page for your holiday cottage.