Coronavirus Updates

Coronavirus (COVID-19) Information

 

Update 15 July – We’re handling an extremely high volume of phone calls and we apologise if you are having trouble getting through to us.

If you have a query about a booking that is taking place this weekend or next weekend, there are two options:

1. Please email [email protected] and in the heading of your email, please put your name, booking reference number and date of arrival. That way we can prioritise responding to you. If you are due to arrive within the next 7 days, we will contact you first. If arriving between 7 – 14 days’ time, you will be next.

2. If you prefer to call us about your booking, and you are arriving this weekend, or in 7 -14 days, please call 01834 844565 and leave a message, clearly stating your name, telephone number, booking reference number and arrival date. We will contact you in priority order.

If you want to make a booking for a property in 2020 or 2021 – please do this via our website – it’s very easy to check availability of properties and to make a booking yourself.

For all other queries and particularly, if you are enquiring about dates later in the year or 2021, please email [email protected].

Thank you for your patience and we will respond to you as quickly as we can.

 


 

Update 14 July 2020. FBM Holidays – Guest arrival and departure times at properties

If you’re booking a holiday with us, you’ll receive guest arrivals instructions that state an arrivals time of no earlier than 17.00 hours. This applies to all our self-catering properties.

We are following Wales Tourism Alliance and Visit Wales Covid-19 guidance on cleaning and preparation of our properties. This means allowing extra time between departures and arrivals on changeover day for thorough cleaning, disinfecting, airing and drying time.

It’s very important that you do not arrive at the property before 17.00 hours, nor try and access, inside or outside, to leave luggage – you will not be able to do this.

Equally important is to note departure time at the end of your holiday. This is now 09.00 hours. Please ensure you are fully aware of the arrivals and departure times and follow the instructions. These measures are in place for the safety of our guests and cleaners.

We also politely ask that you respectfully follow all the latest Welsh Government Covid-19 information and advice while you safely enjoy your holiday in Pembrokeshire.

 


 

Update 3 July 2020. Self-catering holidays to start up from 11 July 2020

The latest announcement from Wales Government on 2 July states that self-catering holidays in Wales can start up again from Saturday 11 July 2020

Wales Government’s announcement on 19 June advised the date would be Monday 13 July. Since then we have had to transfer or cancel bookings before 13 July or advise customers they can take their holidays on a pro rata basis, where these were due to start just before 13 July. In that case, for a booking commencing on Saturday 11 July for a week, for example, we would advise the customer they could arrive on Monday 13 July for 5 nights and receive a refund for the two nights they cannot take.

Wales Government is not going to enforce 11 July as a start date where bookings have already had to be changed, and some of our owners have advised their properties will not be available until 13 July anyway, because of the lateness of yesterday’s decision by government.

The FBM Holidays team is dealing with an extremely high volume of bookings, queries, transfers etc – in priority order. If you are due to arrive next week your query will be dealt with first, and queries for subsequent weeks again in priority order.

We ask please that you do not call us unless it is to make a booking only. For all other queries, please email [email protected]

 


 

Update 19 June 2020. Self-catering holidays to start up from 13 July 2020

The latest announcement from Wales Government today states that self-catering holidays in Wales can start up again from Monday 13 July 2020.

We will be delighted to welcome visitors back to Pembrokeshire from that date.

Customers with bookings for self-catering accommodation between now and that date will have the following options:

If the booking is due to commence before 13 July, it can be transferred to a later date this year or to 2021. This is within the current Covid-19 restriction period and customers will be transferred free of charge or refunded in full.

If the booking is due to commence on 10, 11 or 12 July 2020, customers will be advised they cannot arrive on these dates, but can arrive on Monday 13 July 2020 for a shortened break at a pro rata price, which will be advised by our customer service team. If this is not practical, the booking can be transferred to a later date, as above.

Following today’s announcement, our customer service team is dealing with a very high volume of transfers.

If you are a customer with a booking for the above dates, WE RESPECTFULLY ASK YOU DO NOT CALL US. We will be in touch with you as soon as we can regarding your booking. If you need to contact us, please email [email protected]

 


 

Update 9 June 2020

IRONMAN WALES 2020 – CANCELLED

It’s been announced today that Ironman Wales 2020 originally scheduled for 6 September 2020, has now been cancelled.

It will now take place on 12 September 2021.

Customers who have booked self-catering accommodation with FBM Holidays for the September 2020 Ironman weekend can still enjoy their visit to Pembrokeshire at that time.

However, If you have a query about your booking that weekend, we ask please that you do not phone us, but email us: [email protected]

Our customer service team is exceptionally busy at the moment and a response may take up to three weeks. Thank you!

 


 

Update 1 June 2020

Following Wales Government update on Friday. No further information has yet been given on when holiday accommodation will open up in Wales.
UK Government’s ambition to open up hospitality (food service providers, pubs and accommodation) no earlier than 4 July 2020 still stands as per our update on 14 May.

We are in the process of updating cleaning guidance for properties – and will be communicating this to our owners and customers shortly.

Once bookings commence again and customers are able to take their short breaks and holidays, we will have a temporary later check in time of 5pm, to allow more time for cleaning, airing and drying of areas that have to be disinfected. That time will be relaxed back to normal check in time at a later date.

 


 

Update 14 May 2020

Following the UK Government’s COVID-19 Recovery Strategy advice issued this week, which states that hospitality (food service providers, pubs and accommodation) is not likely to be opened up before 4 July 2020, we are now having to transfer all FBM Holidays bookings up to a completion date of 4 July 2020 to later dates in the year, or to 2021

Booking transfers will be made on a like for like basis where possible. In the majority of cases, we expect that the difference in holiday cost will be minimal. However, if a booking is moved to a higher graded property, or to a more expensive period, the additional cost will be chargeable to the customer. We will not charge an admin fee for transferring bookings and any overpayment will be refunded to the customer.

Customers who wish to transfer their holiday to 2021, but don’t yet know the dates they would like for 2021, can rebook their holiday within twelve months of the start date of their original booking.

Since the last update, our home-based customer service team has been contacting all customers who have holidays booked up to 6 June 2020 as quickly as possible. This now applies to all bookings that complete by 4 July 2020 as well.

We understand customers will be very disappointed not to be able to take their holidays as booked during this time, but we have to follow UK Government guidance.

Our customer service team will be contacting all customers who have holidays due to complete by 4 July 2020 as quickly as possible. We will be doing this in date order from earliest date, so please be patient.

Our team are handling a very large volume of transfers and queries and we ask please that customers do not call us by phone, but by email: [email protected]. Response times could be up to 3 weeks.

Please be patient, take care and stay safe.

 


 

Update 08 April 2020

A reminder from FBM Holidays that ALL bookings up to 18 April 2020, and between 19 April up to 6 June 2020, are being transferred to later in the year or to 2021. We are also not taking any new bookings up to 6 June 2020.

**Update on Coronavirus/Covid-19 situation – Bookings for period 19 April up to 6 June 2020 to be transferred.**

The recent directive from UK government on the Coronavirus situation is that people should only leave their homes to buy essential groceries, exercise once a day, travel to work where ‘absolutely necessary’ or for any medical need. These restrictions were put in place from 23 March 2020.

FBM Holidays awaits further guidance from UK and Wales government on whether lockdown will be extended or relaxed – but we are having to consider the comments made by the Assistant Chief Medical Officer on Saturday 28 March, where restrictions lasting for six months were suggested. At best we are preparing for a relaxation of the lockdown, but continuing restrictions on travel, meetings, group sizes and activities. In effect that holidays may continue to be affected as at present for several months to come.

We therefore need to advise that customers who have bookings with FBM Holidays due to commence on or after 19 April and complete by 6 June 2020, will need to have their holiday transferred until later in the year, or to 2021.

Booking transfers will be made on a like for like basis where possible. In the majority of cases, we expect that the difference in holiday cost will be minimal. However, if a booking is moved to a higher graded property, or to a more expensive period, the additional cost will be chargeable to the customer. We will not charge an admin fee for transferring bookings and any overpayment will be refunded to the customer.

Customers who want to transfer their holiday to 2021, but don’t yet know the dates they would like for 2021 will be able to rebook their holiday within twelve months of the start date of their original booking.

Our customer service team will be contacting all customers who have holidays booked up to 6 June 2020 as quickly as possible.

We understand customers will be very disappointed not to be able to take their holidays as booked during this period, but we have to follow UK government advice.

Our team are handling a very large volume of transfers and queries and we ask please that customers do not call us by phone, but by email. Response times could be up to 3 weeks.

We ask our customers to please be patient, take care and stay safe.

 


 

Update 14 May 2020

We understand you may have questions about the Coronavirus (COVID-19) and what it means for any upcoming holiday plans.

Please make yourself aware of the current official health and government information and advice:

https://gov.wales/coronavirus

https://phw.nhs.wales/topics/latest-information-on-novel-coronavirus-covid-19/

https://www.gov.uk/coronavirus

Current Situation

Current Policy

Please note this information is subject to change.

 


 

FAQ’s

Can I move my break?

We don’t want you to miss out on your break and will do all we can to transfer your booking to a later date, either at the same property if possible, or to one that is equally suitable.

What if my new break is cheaper or more expensive?

If your new break is cheaper – we will refund the value of the difference. If the new break is more expensive, we will advise of the additional charge at the time of transferring the booking.

Can I cancel my break?

We will try and help transfer your break to a later date. If this is not possible for you, we can cancel for you.

Will I get a refund if I cancel my break?

In the event of Coronavirus/COVID-19:

Visitors who book a break that takes place and completes by 4 July 2020, will have these options:

For all other circumstances, please refer to FBM Holidays Terms and Conditions.

What happens to my break if I need to self-isolate?

If you are in your own home when told to self-isolate, this means you need to stay where you are and not travel. You need to contact our customer service team and we will do all we can to try and help transfer your break to a later date. If this is not possible for you we can cancel your booking.

What happens if I need to self-isolate on holiday?

In accordance with Visit Wales advice, we recommend you do not visit Wales until it is safe to do so. We look forward to welcoming you back when it is safe to travel and our helpful team will do all we can to help you with your future holiday plans.

We recommend you continue monitoring all government and Public Health Wales guidance. If you feel ill or find you have Coronavirus, you need to call our customer service team as soon as possible. Most visitors will want to return home and it is recommended you self-isolate at your home in case you need to isolate for a more prolonged period of time.

What happens if there is an enforced lockdown or travel bans?

14 May 2020: all holidays booked up to 4 July 2020 are having to be transferred to dates later in the year, or to 2021, or cancelled. The UK government will advise if this period is likely to extend or end nearer that time.

Can I speak to somebody about my concerns?

As you may imagine, this is a very busy time as UK government guidelines and travel advice is changing regularly. You can email our customer service team, who will do all they can to address concerns and queries. We do ask please for your patience at busy times, we will answer your email you as quickly as we can.
Email: [email protected]

I congratulate FBM Holidays and their staff for the thoroughly professional, courteous and friendly attitude through the very difficult period caused by the Coronavirus outbreak. Thank you for your great service.

Diane & Tom Coleman