01237 431916 
 
Dear Guests, 
 
Last updated 11/05/2020 
Temporary closure of Moorhead Country Holidays 
 
Following what has been one of the most difficult weeks faced by our generation so far, with uncertain times ahead, we have listened to government advice and have taken the decision to temporarily close Moorhead Country Holidays until Tuesday 30th June. 
As a responsible family-run business we always take the safety of our guests and team members very seriously but in light of current circumstances we feel we have a duty to the wider community as a whole, which is why we have taken this difficult decision. 
 
If you are due to visit during the period outlined above please read the following information carefully. We would like to give you the opportunity to reschedule your stay or receive a refund; 
 
I want to rebook for a new date in the future: (currently for stays before Tuesday 30th June) 
Currently the Moorhead site allows you to book stays until December 2021, all pricing and availability is live and up to date. Once you have decided on a new date we recommend the lead booker email us with the existing booking reference and preferred date and property. We will then look to amend the booking as soon as possible, wavering any amendment fee. 
Please note should the new booking be of a lower value we will look to refund the difference, should the new booking be of a higher value you will be expected to pay the difference by the due date (5 weeks prior to arrival). 
 
I want a full refund: (currently for stays before Tuesday 30th June) 
As a small business, we would ideally like you to rearrange your stay but we fully understand that this might not be possible. If you would prefer a refund then you can of course take this option. In this instance, the lead booker needs to send us an email with the booking reference stating that they would like a refund. 
 
I have booked through an agency who do I contact? 
For our customers who have booked through an agency please contact them directly for booking amendments. We understand the agencies are experiencing large call volumes but please be patient, they will get back to you if you email them. 
 
When will I hear from you? 
We pride ourselves on personally dealing with guests quickly and efficiently however we hope you understand that our response time might not be maintained during this period. Once we have received your email clarifying whether you wish to rebook or request a refund we will be in contact as soon as possible. 
 
Who will you contact first? 
It is only fair that we deal with guests in order of their arrival dates. We will start with guests due to arrive imminently and move forwards from there. 
 
For guests, due to arrive after the temporary closure period; 
 
I am due to pay my balance what should I do? 
If you are due to pay your remaining balance, we don’t expect you to pay us any more money right now. 
The situation is still evolving and we will continue to monitor advice from the government and respond accordingly. 
We will be in touch with the lead name on the booking once the long-term picture is clearer. 
 
Can I cancel or rearrange my booking now? 
As your stay doesn’t currently fall within our temporary closure period we cannot action these requests and our standard cancellation terms apply. We recommend contacting your insurance provider in this instance. 
 
For all guests; 
 
I want to speak to someone about my booking: 
We are understandably receiving high levels of calls and emails and we would ask you that you wait for us to contact you, rather than contacting us directly. This will allow us to process booking amendments and plan for refunds efficiently. 
If your stay is in the future outside of our closure dates, please understand we are prioritising responding to more immediate bookings and will be in touch in due course. 
 
To reiterate we are temporarily closed until Tuesday 30th June. We will continue to closely monitor and follow government guidelines so please keep a close eye on our website for any updates. Should any changes we make apply to your booking you can rest assured we will be in touch. 
Stay safe and we hope to welcome you to our beautiful part of the world once we feel it is the right time to do so. 
 
Moorhead Country Holidays 
 
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