Sykes Holiday Cottages and property owners are profiteering out of the desperate situation we are in due to the Coronavirus Covid-19 pandemic by not offering refunds if you do not wish to rebook. You both need to accept some responsibility, and cancel holidays booked up until at least mid June, instead we simply keep being passed back and forth between yourselves and the owner of the property, and sadly neither of you will do anything to help. The owner of the property (Capel Bach) that we have booked, told us that it was up to you to cancel our booking and that we had to pursue this matter with you, they then promptly blocked my husband, how on earth can we be expected to deal with them in the future, having blocked us, even if we were able to amend to a different date? You have said that you are not sure what social distancing and non essential travel mean in regards to holiday rental cottages!? and up until Monday evening you were actively encouraging people to continue with their holiday plans “as we could isolate, whilst on holiday enjoying different surroundings”. Local Doctors have even been pleading with people not to go on holiday or even visit their second home, as they fear that the NHS capacity for locals will shortly be overwhelmed. In North Wales given the current Coronavirus Covid-19 crisis there are grave concerns about the increased pressure, that an influx of people will have on local services. People are best staying at their primary place of residence so that they can be near their medical care and support networks. There are less critical care beds in Wales than in the rest of the UK. Even though our Prime Minister has instructed us to only leave our home for very limited purposes, you have still sent emails out today that say “thank you for your email. Should you wish to cancel your booking with ourselves, as there are currently no restrictions on travel, just advisories, you would not be offered a refund. If you are due to travel within 6 weeks, the cost of your holiday would be forfeited.” What part of the government new rules in force; you must stay at home, does this organisation not understand?! You need to consider the position of your customers, instead of taking advantage of the vulnerable, many of whom are required to shield for 12 weeks and are unable to travel for the next 3 months as a minimum. Nobody knows when it will be safe to travel again, and due to the clear lack of customer care provided by you and your property owners we’re not comfortable in amending our booking to Easter 2021, even if able to. We do not know what holidays my husband will be able to take and neither do we know what will happen in relation to schools, our daughter will be sitting her GCSEs next year and there could be the possibility of a reduction in school holiday weeks due to the amount of time pupils are losing whilst the schools are shut, we simply do not know and therefore cannot commit to a future date. I understand that Sykes and the property owners are running a business, however a pandemic or natural disaster is beyond our control and is not covered by travel insurance. As a business you should not be running at a loss, relying on pre-booked money to keep your business afloat. You should have a working business model which ensures that you generate adequate profit to operate and not run at a loss. I'm sure as responsible business owners you will have mechanisms in place to protect them against force majeure - which means exceptions should be made when there are good reasons. A restriction on travel is surely a good reason and by not giving money back to people who physically can't travel to the location any more, is bad publicity for your company and will no doubt affect your future revenue. You are also acting unlawfully due to providing customers with unbalanced rights and excessive cancellation fees. Liz Saville Roberts AS/MP has also contacted you with regards to your unreasonable behaviour