We were due to travel to Avenue Park on the 8th August for 7 nights with my family, one household from Birmingham and myself and my husband from Manchester. I made the booking using my address in Manchester after we decided it was too risky to travel abroad as planned.
However, when Manchester went back into lockdown the host swiftly e-mailed me with concerns as to our reservation which I ABSOLUTELY understood. After receiving the e-mail I promptly responded stating that we (members of the party who are from Manchester) would not be travelling and would be obeying the government guidelines. The remaining party (again all from Birmingham and not in lockdown) would still like to come. Initially when making the booking communication with the host was excellent but then we were told simply to ‘speak to the agency...’ to then learn that the whole booking had been cancelled.
To say I was devastated is an understatement, my 5 year old nephew had been looking forward to this break so much. My brother had to explain to him that he wouldn’t be going on holiday which was very difficult after an already confusing and upsetting year much of which was spent isolating at home with two parents who we trying to balance working from home and home schooling etc and new born twins.
I still don’t understand why the reservation was not honoured with the amended guests, excluding my husband and I. The situation was dealt with extremely poorly. We have received a full refund but it does not compensate for the disappointment and stress caused, extending to my brother’s 3 children having their holiday completely cancelled just a week before we were due to go.
I am unsure whether this dreadful decision was driven by the host or the agency however, either way, I would have expected more from the host in terms of our options rather than an abrupt and blunt cancellation, then washing her hands of the situation.
I would not consider re-booking.