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BOOK WITH CONFIDENCE & Coronavirus FAQs

1. Easy and flexible date changes & refunds 

If you are unable to stay at a place in the UK because the area you are travelling from, or to, has issued a COVID travel ban, or you test positive for Coronavirus, we will offer you the opportunity to change your dates. Where this isn’t possible, we can offer a gift card to book an alternative location at another time or a refund. 

For any stays in Europe you must take out travel insurance which covers cancellation. 

2. Happy guests   

Since the start of the pandemic, we have been able to move thousands of bookings for stays impacted by Coronavirus so our guests can still look forward to their holiday, just a little later than planned. Our friendly guest experience team consistently earns one of the highest customer service in scores in travel. 

3. Our Clean & Safe charter   

Our owners are taking extra measures in order to keep you safe during your stay, all have signed up to our ‘Clean and Safe’ charter.   

4. We inspect and select   

We personally visit every place. Only 20% make it into our collection of amazing experiences  

5. We are a good business  

We are majority employee owned and 24% of the company is owned by a charitable trust that supports environmental causes. We plant a tree for every booking and aim to plant 1 million by 2025.     

 

CORONAVIRUS FAQs  

Last updated 22/07/21  

Can I still book a Canopy & Stars holiday?   

Yes, in line with government guidelines we are currently taking bookings for all of our UK locations.  

Before making a booking, we always recommend checking the government websites for the most up to date advice on travel in England, Scotland, Wales and Northern Ireland. For international locations check the FCO website for the most up to date travel advice. Standard terms and conditions apply for international trips, including for cancellations, amendments and refunds. Therefore, you must take out travel insurance which covers you for all eventualities, including those relating to Covid-19. 

Can I still go on my holiday?   

The government has advised that you are able to travel within the UK. For the most up to date advice on European travel please visit the FCO website

If you are unable to travel due to a government health measure, which includes being contacted by NHS test and trace or a positive covid test, we will offer you a date change, or if that is not possible, a refund if your booking is for a UK location.  In this instance, please email our Guest Experience Team on bookings@canopyandstars.co.uk with dated confirmation or a positive test or your communication from NHS test & trace.  

If I test positive for Coronavirus and have to self-isolate, what happens to my booking? 

Our absolute priority is the health of our guests, owners and society as a whole and it is important that we all work together to keep everyone safe and well. 

If you, or a member of your party, has tested positive for Coronavirus and has to self-isolate, please follow the Government advice. If you have a booking in the UK that you think may be affected, we are able to offer you a date change, where this isn’t possible, we can offer a gift card to book an alternative location at another time or a refund, please email our Guest Experience Team on bookings@canopyandstars.co.uk with dated confirmation or a positive test or your communication from NHS test & trace.  

If a member of my party from another household has tested positive and has to self isolate, what happens to my booking? 

In this instance the booking still stands. We recommend that you either travel as a single household or invite someone else to travel with you. We recommend buying travel insurance to cover this possibility. 

If I am pinged by the NHS app, what happens to my booking?  

If you are pinged by the NHS app and do not wish to travel, please contact our Guest Experience Team with your booking reference on bookings@canopyandstars.co.uk and we will discuss options with the property owner and get back to you. We do recommend buying travel insurance to cover this possibility. 

What happens if my Covid vaccination date clashes with my holiday? 

If you have been given a Covid vaccination date that coincides with your holiday you will need to contact the NHS to rearrange your appointment. 

If I have a booking credit, how do I use it for a new booking?     

If we are holding credit against a booking and you are now ready to rebook, drop us an email to bookings@canopyandstars.co.uk with your preferred new dates and we will get you booked in. If the new dates are higher in price, i.e. in a more expensive period, you will need to pay the additional amount at the time of booking. If we have issued a gift card in lieu of credit you can use this directly online towards the balance of your new booking. Please note you will be required to pay a new deposit in line with all gift card usage. 

Should I buy travel insurance?   

Yes, we always recommend that you have comprehensive travel insurance, including for stays in the UK. We recommend you take out a policy which covers you in the event of cancellation and has good medical coverage for international trips. Your coverage in the event of Coronavirus-related issues will depend on your insurer. Please contact them if you have questions. Guests booking international stays must have travel insurance which covers cancellation. 

CONTACT WITH OWNER

Can I contact the Owner directly?                  

We should be able to answer any questions prior to you making the booking. So unless you have made a booking please contact us on 0117 204 7830 or email us on info@canopyandstars.co.uk

Can I contact the Owner directly once I have booked?

Yes, their contact details are on the email confirmation we send you. If you’ve already booked, try searching for this subject line: ‘Your booking at….’ Or let us know your reference number and we can give you the contact details.

Who should I contact if I have a question about my up and coming stay? 

It’s best that you speak to the owners directly if you have a question about your stay e.g. the local area, what’s included, organising breakfast or a hamper etc. Their contact details are on your booking confirmation. Alternatively, our Guest Experience team are always on hand to help. 

 


AMENDMENTS TO BOOKINGS

How do I change or cancel my booking?

We’ll need you to request cancellation by emailing bookings@canopyandstars.co.uk. We’ll then get in touch for a chat. Alterations to your booking can only be made more than 10 weeks prior to the check in date, after which time alterations will be treated as cancellations. All alterations are subject to availability and may incur a £30 administration fee.

Can I have an early check in / late check out? 

All our spaces are owned by independent owners, so policies vary. Its best that you contact the owners directly to see whether they can make any special arrangements, but this is not guaranteed and may incur a fee. 

 


GIFT CARDS

How can I purchase a gift card?

You can purchase Gift Cards online 24/7. Select the e-card option to get a digital card straight away, or enter a postal address and we'll send it out to you first class. Expect 3 to 5 working days for it to arrive.

If you want next day delivery give us a call on 0117 204 7830 and we can arrange this at an additional charge of £5.

Can I buy a gift card for a particular space?

We want to offer people as much flexibility as possible, so we don’t offer space-specific Gift Cards, but instead allow our guests to redeem against a booking at any of our spaces.

Can Canopy & Stars vouchers be used for Sawday’s spaces?

Sadly no, Sawday’s is our sister company but the two are administered separately.

 


PRICING AND FLEXIBILITY

Why is the ‘from price’ different to the actual price of my selected dates?

The ‘from price’ is based on a low season, mid-week 4 night stay. So for example, if you have selected weekend dates in peak season, the total price will be higher than the “from” price multiplied by the number of nights. 

Will I get a better price if I go directly to the Owner?

All of the prices we display are set and matched by our Owners. So the answer is no, we have a low price promise which means you can book with us in confidence, knowing you won’t find that place cheaper elsewhere.

Can I stay less than the advertised minimum night stay?

This all depends on where you would like to stay. All our Owners set their own policies and some have a little more flexibility than others. To find out if they can take a different length of stay, give us a call on 0117 204 7830.

Are there any additional charges apart from the advertised price?

No, we do not add on any additional fees. Some owners may have additional charges for wood, use of the hot tub or other extras, but these will always be clearly stated on the place page.

Are hot tubs included in the price? 

All our spaces are owned by independent owners, so policies and pricing may vary. Always check the ‘essentials’ tab on the website listing, this should highlight whether or not the hot tub is included in the price. If there is an additional cost for the hot tub, this can be paid directly to the owners on arrival. 

Can I change my payment method? 

We will collect the remaining balance 10 weeks prior to your stay, automatically from the card you paid the deposit with. If for any reason you need to change the card, just call us on 0117 204 7830 and we can process the payment over the telephone using your preferred card. 

 


PAYMENT METHODS

Do I need to pay a deposit on booking?

Yes, if your booking is more than 10 weeks ahead of your stay, you can either choose to pay a deposit of 25% or pay the full amount. If you do pay a deposit, the balance will be due 10 weeks before your stay. For bookings made within 10 weeks of your check in day, the full amount is required at time of booking.

Can I pay off my balance in instalments?

We’re afraid not. We require a 25% non-refundable deposit for all bookings with check in dates of more than 10 weeks away. The balance will be due 10 weeks before check in day. It can be paid in advance of that date, but only in a single payment.

What card can I pay with?

We accept any debit or credit card apart from American Express.

Can I pay via BACS payment?

Sorry, but we don’t offer a BACS payment service.

What currency do I have to pay in?

Rates are set per place in the currency specified by the Owner. Where this has been converted into the currency of your preference, the total cost of your booking will be an estimation only, based on the recent exchange rate, until the payment is made. The original rate will be displayed before you confirm your payment and you will be given the option of paying in your own currency at a guaranteed rate, or leaving the conversion and any associated fees to your card provider.

Do I need to pay the Owner a security deposit?

Some Owners may request a security deposit, this usually only applies to big groups – to find out whether this applies to you, see the ‘essentials’ tab on the place page.

Why might my card be declined?

We are not notified with a reason as to why a payment has been declined. We can only see the card type, amount charged and success or failure of a transaction. Transaction failure may be due to a problem with your card, your bank or potentially our payment system. Please call us on 0117 204 7830 and we will see if we can help complete your booking.

What do I do if I haven’t received my booking confirmation email?

Firstly check your Junk Mail just in case it’s ended up in there. If not, give us a call ASAP on 0117 204 7830 and we can check the details are correct and resend it to you.

  


MY ACCOUNT

How do I create an account?

Click this link here to create an account and follow the instructions on page: https://www.canopyandstars.co.uk/account/signup

I have forgotten my password, how do I reset it?

Click on this link and follow the instructions on page:

https://www.canopyandstars.co.uk/account/forgotpassword

 


 

LEAVING FEEDBACK

How do I leave feedback on my stay? 

You will receive an automated feedback survey via email the day after you check out. Follow the link in the email. Your feedback is really important to us, so please do fill it in! If you want to reach out to us directly you can email us at bookings@canopyandstars.co.uk

You can also visit our Google or Facebook pages and leave reviews there.