14/03/2020
CORONOVIRUS MESSAGE
With the current global challenging times that we are going through and the medical risks of Coronovirus (Covid-19), we thought now would be a good time to release a statement from the Lodge.
We are still fully open and taking bookings.
Customer Cancellation
As restrictions on travel are put in place over different areas, we are already seeing cancellation of travel plans. Our Terms & Conditions are clear on our policy for cancellations, however if cancellations are due to coronavirus over the next few months, then we have decided to implement the following:
• Non-refundable deposits will be carried over to a future booking that is booked within 12 months of your original departure date.
• If payment in full has been paid at the time of booking, then we will refund you these monies after the deposit has been deducted. Refunds will be made within 72 hours of us being notified of the cancellation.
General Customer Contact
We have had to consider how best to manage customer contact based on current government guidance, especially as Erica has an underlying medical condition which means that she has a weakened immune system. The steps that we have put in place may need to change over time as the situation develops but we will always aim for sensible precautions that mitigate risk, without being disproportionate.
We are following current government public health advice on hygiene and reducing the risk of spreading infections, see: https://www.nhs.uk/conditions/coronovirus-covid-19/
As the situation develops advice may change to encourage less contact between people to help reduce the spread. This may mean that we also consider:
•carrying out more conversations by phone, text or video chat rather than in person, for example discussions on pets needs or follow ups after boarding
•limiting contact during handovers i.e. during collection or drop off
•asking customers to use hand sanitizer before entering our home
Contact with High Risk Customers
There are some circumstances where there may already be higher risk of spread, for example a customer returning to collect a pet after travelling, particularly to countries with high infection rates and/or that have been told to self-isolate as a precaution. We therefore ask that you provide us with details of which country you are travelling to so that we can monitor the travel advice for this country.
If you return from a country and are deemed to be high risk, or need to self isolate, then we will discuss with you the best way for your pet to be returned to you, this may be:
• Us returning your pet to you to minimise contact with our family home
• Us returning your pet to your emergency contact
• Your pet staying with us for an extended period whilst you self isolate
As always, we aim for any situation to be as stress free as possible. The most important thing is not to panic- we will discuss your situation with you if it becomes necessary and work out the best solution for all concerned.
Can Small Animals Get Coronavirus
Research is still being done to understand more about the implications of COVID-19 and how it transmits. Current advice from the World Health Organisation (WHO) and the NHS states:
"There is currently no evidence that companion animals or pets can be infected with coronavirus (COVID-19)." - NHS" I