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Recommended additional step re deposits.

Hello everyone.

I hope you are all safe and well and managing to relax a little.

I spent all weekend on my knees cleaning the bottom cill of my cat hotel through the 1cm mesh with a toothbrush and Jif!! I also changed my catflaps.. Hope you have all had a productive weekend …😂.

Some of us are beginning, albeit slowly, to receive enquiries for house moves and enquiries for future dates.

We feel it is really important to be as honest and as transparent as possible over all new bookings and most importantly what happens if they cancel.

 Many holiday companies are offering credit transfers / refunds up until 14th May 2020 at the moment although often the terms of cancellation / re  bookings are laced with complicated terms making it very hard for the individual to actually re book.

Realistically, we feel it is unlikely that travel will resume by May 14th but due to the short period of time that the government is understandably giving in relation to next steps of lockdown – travel companies are responding accordingly, making it challenging for customers to adhere to our 28 day cancellation policy.

We are trying to roll out a consistent policy to prevent the new wave of summer bookings that are beginning to come through expect to have their deposits ported across to a new booking so want to make it really clear to the customer before they book that their deposit will be non refundable and non transferable with the last day to cancel being 28 days prior to check in to prevent the entire balance becoming due. This might mean that some customers choose to gamble and reserve suites last minute BUT .. does mean that we have a meaningful and clear idea of the actual bookings on our spreadsheets. It also means that we are not turning down other bookings that could come our way due to a non holiday related booking, because our spreadsheets are fully booked with customer bookings that may or may not go ahead.

New Bookings

Please pick up the phone and explain our booking policy before you send out the confirmation email! We feel this is the best way to communicate our terms in a fair and transparent way and allows the customer to make the decision to either pay the deposit and guarantee availability or chance it and book last minute.

  1. Follow up after the phone call with our usual email booking confirmation …. don’t feel the need to use capitals or use colours such as red to the booking terms.  
  2. Our deposit of 30% to secure the booking is non refundable and non transferable. 
  3. Make yourself a reminder note on your spreadsheet 30 days prior to check in date and send out the ‘booking confirmation follow-up email’  we have written for you at the footer.

Below are 3 customer outcomes with solutions

  1. Continue with the booking – payment in full due 48 hours prior to check in. If the customer would like to keep the suite on hold past the 28 day deadline then full payment becomes due even in the event that their travel is cancelled either by them or their travel company. As always, we can provide any documentation that might help them claiming this back from their travel company or pet insurance. 
  2. Cancel the booking -the deposit is non refundable and the suite is released with no further payment due. 
  3. Rescheduling the booking – in 99% of cases, the deposit is non-refundable but if there are mitigating circumstances such as the cat passes away or family bereavement for example then let’s chat!

Existing Bookings 

We strongly recommend contacting all customers 30 days prior to their kitties check-in date, allowing them the choice of cancelling, rescheduling or going ahead with the booking.

  1. Continue with the booking – payment in full due 48 hours prior to check in. If the customer would like to keep the suite on hold past the 28 day deadline then full payment becomes due even in the event that their travel is cancelled either by them or their travel company. As always, we can provide any documentation that might help them claiming this back from their travel company or pet insurance. 
  2. Cancel the booking – the deposit is non refundable and the suite is released with no further payment due. 
  3. Rescheduling the booking –  in 99% of cases, the deposit is non-refundable but if there are mitigating circumstances such as the cat passes away or family bereavement for example then let’s chat!

‘Booking confirmation follow-up email to be sent 30 days before check in date’

Xxxx’s holiday at Longcroft xxxxx

Hello XXXX

We hope you and your family are safe and well.

We are really looking forward to taking care of (cats name) in  (month).

Just a reminder to let you know that if you would like to cancel, amend or reschedule ( cats names) holiday the last day to do this without the full balance becoming due is ( date).

We very much look forward to hearing from you.

Sending purrs.

(your name)

As always do give me a buzz if you need me I can guarantee I’ll be home :))

Sending purrs!