[Updated: 14th September 16:45]


This article aims to set out our policy regarding bookings affected by testing positive for COVID.


We recommend, where possible, all parties test on the day of check-in, before the Guest makes the journey to the digs. 

This allows Hosts and Guests to discuss options to ensure all parties are safe.


COVID Cancellation Policy

 


If a Guest or Host tests positive for Covid there are two options with regards to an existing booking:


1. Amendment


The length of a booking can be reduced (by the Host or Guest) to an agreed length by amending the booking . By default, the prevailing length of NHS advised isolation should be applied - currently 5 days. E.g. if the booking starts in 3 days, the booking can be amended to start 2 days later to ensure the advised period of isolation is observed prior to check-in.


Once the other party accepts the requested change, any reduction to the price and deposit should automatically be applied and the Guest would receive a refund to ensure only 10% is charged on the new total fee.


How to edit a booking (Hosts)

How to edit a booking (Guests)



2. Cancellation


Guests


If a Guest cancels an entire booking due to testing positive for Covid, and the Host requests to retain the deposit (default process), then the Guest may be asked to produce evidence of when the positive test was received and the part of the stay affected by the NHS advised isolation period would be refunded and the remainder would be paid to the Host.


Hosts


If a Host cancels an entire booking due to testing positive for Covid (or for any reason), the Guest is automatically refunded their deposit via their original payment method.


Hosts cancelling due to testing positive for COVID can be assured that the cancellation does not effect the listing's acceptance rates.



Our normal cancellation policies are set out here:

What if a Guest cancels a booking

What if a Host cancels a booking


Statistically, 96% of all cancelled booking refunds go back to the Guest and the remainder are requested by the Host. Theatre Digs Booker only retains deposits, as commission from the Host, for successful bookings.



TheatreDigsBooker retains the right to review and question claims of a booking being cancelled for testing positive for COVID and users risk permanent loss of their account if false claims are proven to be made.

Support


If amending a booking is not possible and/or something has gone wrong where the Host or Guest need to contact support for assistance, we suggest clicking the 'Raise Issue' button on the booking panel (see help articles below).


Here the user can complete the form and TheatreDigsBooker can mediate where necessary. 


How to raise an issue as a Guest

How to raise an issue as a Host

Health and Safety


Guest Policy


With the industry running again, we want to do our best to ensure bookings can continue in a safe and appropriate manner. With this in mind, we ask Hosts to complete a Health & Safety Measures Form for each of their digs listings. 


Equally, we ask Guests to respect any Health and Safety measures a Host has implemented and adhere to any house rules as set out in the 'About' section of the digs listing.


To ensure safe stays, all Guests will be asked to agree to this before requesting a booking and we ask that Guests please review the latest government guidance before travelling and follow all national and local guidelines.


We hope this builds confidence to make and receive bookings by offering greater transparency between Hosts and Guests.


We must stress that TheatreDigsBooker does not inspect digs in person and Health and Safety measures shown on a digs listing are as stated by the Host. If any Guest feels the accommodation does not meet the measures as stated on the digs listing or has any safety concerns for the digs they are staying in, they should contact our support team preferably using the 'Raise Issue' button on the booking panel to ensure all details are accurately captured.



Host Policy


With Theatres open, we are sure our Hosts are excited to receive theatre Guests and want to play their vital role in helping the industry recover. 


We want to ensure all Guests feel confident about the safety of their accommodation, whether they're staying with a Host or in self-contained accommodation. We have created a new Health & Safety Measures Form for Hosts to complete. This will help to inform and provide transparency to Guests of any measures Hosts have taken to help all parties keep safe during their stay. The form will be related to each digs listing and how a Host responds to our set of basic Health and Safety questions will be shown on the listing for potential Guests to see. 


We also require Hosts to acknowledge that they have read and will adhere to the latest government guidance regarding overnight stays. This is now a required step in accepting a booking and Hosts should consider what guidance is in place for the dates of the stay and not just at the time of receiving the booking.



Cleaning


Keeping shared and common areas clean is one of the more effective ways of reducing the transmission of viruses and bacteria. The following advice comes directly from the Gov.UK website. This is just a summary of some of the points but you can read the full article here.


  • Reduce Clutter - this makes it a lot easier to keep areas clean.
  • Use standard products such as detergents and bleach - pay attention to all surfaces but focus mainly on frequently touched surfaces (Door handles, light switches, work surfaces, remote controls etc.)
  • Touched surfaces should be wiped down twice a day in common areas.
  • Take extra care cleaning bathrooms and toilets.
  • When doing laundry, use the warmest setting and dry clothes completely. 
  • Do not shake dirty laundry before washing.
  • Clean and disinfect anything used to carry dirty washing.


Sources



If you have any questions about this article and they are not answered in any other of our FAQs or help pages, please email support@theatredigsbooker.com and we will do our best to respond as quickly as possible.



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