Safety First – Our Company Protocols and FAQs regarding Covid-19

Latest update 17 July 2020

Following the guidance issued by Welsh Government, we were pleased to re-open the cottages on 11 July and welcome our first guests since March.

At Sage and Sea, the health and safety of our guests has always been paramount. All of our cottages are cleaned to a high standard, however, right now any ‘normal’ cleaning procedures will simply not be enough to control the spread of Coronavirus as so we have employed extra measures to maintain the safety of our guests and staff.

All our staff will be operating with an enhanced set of cleaning guidance. This includes the following, and much more -

Allowing additional time for the cleaning to take place. This does mean that we need to ask our guests to check in later (at 6pm), and check out earlier (at 9am), but we hope you understand that it is for the safety of you, our guests, and our housekeepers.

Providing housekeepers with the appropriate PPE when cleaning the property.

Taking high-risk/non essential touch-point items out of properties. This includes items such as board games and DVDs. 

The removal of non-essential items and unnecessary soft furnishings.

Deploying extra hygiene measures, such as cleaning and disinfecting high contact areas of the cottages, such a door handles and light switches.

Your role in staying safe 

Before your holiday, we'll send you some helpful information about how you can help lower the transmission of Covid-19 whilst on your break. There’s nothing too disruptive in there, just simple measures like washing your hands each time you enter or leave the property and bagging up your bed linen and towels before you leave.

Acting at all times to minimise risk and taking in to account guests in properties close to yours, maintaining social distancing measures where possible.  

Watching and learning

As we are sure you’ll be aware, new research is being conducted all of the time, and this can often prompt a change in Government guidance. We will, of course, keep up to date with the latest information and adapt our approach appropriately. In addition, we will listen to first-hand feedback from our guests and housekeepers and do whatever we can to safely meet their needs.

Due to the volume of guest communications we need to undertake, the booking calendars for July and August 2020 will remain closed as there are very few dates left for our cottages through these months.

We are accepting bookings for arrivals on or after 28 August 2020 as normal.

Covid 19 Frequently Asked Questions

Following the re-opening of the cottages on 11 July 2020, we are delighted to be able to welcome guests once again to Sage & Sea. All guests will be contacted before their arrival to advise of the changes we have introduced as a result of Covid 19.

We understand that some guests may not feel comfortable travelling this summer or may need to stay at home due to government advice affecting their own situation. We will try to be as flexible as possible for guests who are affected due to exceptional circumstances, and each booking will be dealt with individually.

Generally, if there are no travel restrictions or lockdown in place, we will only move or refund a booking which is cancelled if we are able to re-let the dates of the original booking.

We have put together some FAQs for guests but please contact us if you have a specific query not covered by the details below.

I’ve called / emailed / messaged on social media and haven’t had a response – why?

We are working flat out to deal with an unprecedented volume of enquiries.

If your booking starts in the next 7 days and you need to speak to us, please call 01244 732920 or e-mail We are extremely busy at present and apologise for any waiting times.

My booking is due to start outside of a lockdown period and I want to amend or cancel – what should I do?

If you wish to amend or cancel your booking, normal terms and conditions currently apply for any booking which starts after 11 July 2020.

Please refer to the Booking Conditions for further information.

We continue to follow guidance from UK and Welsh Governments, and we are keeping this page and our policies under constant review.

Government guidance advises that only limited households can mix on a holiday, what does this mean for my booking?

We appreciate that some guests may have bookings that are impacted by government guidance, this is constantly being reviewed and updated and is subject to change. Before deciding whether to travel, customers should ensure they have checked and understood the relevant government guidance that is applicable to their party and party make-up.

If as a result of government guidance or restrictions, the property you have booked is available to you but your party mix is against the guidance and you decide you do not wish to travel, we will do our best to facilitate a change of date, and each booking will be dealt with individually.

If you have previously changed the date of your booking and your booking is now due to start outside of a lockdown period

We are grateful for the support of customers who amended their bookings for new dates outside of the lockdown, when they will be able to enjoy a break.

If you wish to amend or cancel your booking, normal terms and conditions currently apply if your booking starts after 11 July 2020. Unfortunately, you will not be able to request a refund. Please refer to the Booking Conditions for further information.

We continue to follow guidance from the various country governments, and we are keeping this page and our policies under constant review.

I have not yet fully paid for my holiday. What are my options?

For any holiday start date on or after 11 July 2020, we ask you to please pay your balance by the due date as normal.  A reminder e-mail will be sent to you before this date confirming the amount due.

What will happen if I need to self-isolate whilst on holiday?

We recommend that you continue to monitor the guidance from the Department for Health & Social Care. It is recommended, should you be required to self-isolate, that this is carried out at your home residence, in case the need arises for a more prolonged period of isolation. More details can be found by clicking here

Can I be sure the property is cleaned appropriately and safe to visit?

We have completed detailed Covid-19 risk assessments regarding the cleaning protocols to be carried out between guest stays and these have been undertaken by following guidance from the NHS, Welsh Government, Visit Wales, Wales Tourism Alliance and the PASC, in order to reduce the risk arising from the spread of infections. The health and safety of our guests is paramount for Sage & Sea, and the policies and procedures we are implementing address this across all our operations. Communication of the changes will be made to all guests before their arrival. We are approved as Good To Go as approved by Visit Britain.

Where can I receive more information about Coronavirus?

We would advise you to check the GOV.UK website for the most up to date information - Click here to read more.

If you have any other queries regarding a booking please call the office on 01244 732920 or e-mail to discuss in further detail.

Thank you to all our guests for their patience and support!