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Your Questions Answered

Our teams are working very hard to answer all your questions, but to help we have tried to answer some of your questions here. We would encourage you to please read the below carefully before contacting our teams. If you have any additional questions that remain unanswered, please use the Contact Us form and we will respond to you as quickly as possible.

  • Are Village Hotels open?
  • Yes - Village Hotels remain open, however due to measures in place across the UK, to reduce the spread of Covid-19, our hotels are impacted by local restrictions. Between 5th Nov and 2nd Dec, our hotels in England will only be taking bookings from key workers and those staying on essential business (no leisure bookings are permitted during this period). In addition between 20th Nov and 11th Dec, Village Hotel Glasgow will be operating under the same restrictions - only open for Essential Business and Key Workers. Our hotels in Wales, Aberdeen and Edinburgh remain open, however local restrictions are in place. Find out more at villagehotels.com/pre-arrival
  • Are hotels in Scotland still open?
  • Yes - our hotels in Scotland remain open. From 6pm on Fri 20th Nov through to 11th Dec, Village Hotel Glasgow will only be open for Essential Business Travellers. If you are planning to stay with us please visit villagehotels.com/pre-arrival for the latest updates regarding local restrictions.
  • Are hotels in Wales open?
  • Yes - our hotels in Wales (Swansea, Cardiff and Chester St David's) are now fully open. Local restrictions apply. If you are planning to stay with us please visit villagehotels.com/pre-arrival for the latest updates regarding local restrictions that are currently in place.
  • I am a key worker staying at a hotel during lockdown, what facilities will be available
  • Our hotels in England are operating under local restrictions between 5th Nov to 2nd Dec. Village Hotel Glasgow will be operating under local restrictions between 20th Nov and 11th Dec. During these periods our hotels will only be able to accommodate key workers and those on business travel. Unfortunately many of our hotel facilities will be closed and out of use - including gyms, spa, swimming pools, Pub and Grill and Vworks. Rooms service will be available for an evening meal. In some hotels Starbucks will also be operating a take away service.
  • Are Village hotels open to take reservations for key workers?
  • Yes - Village Hotels is open to accommodate key workers and those travelling on essential business during lockdown.
  • I have a reservation for a date when the hotel is now closed. What do I need to do?
  • We are in the process of contacting all guests who are impacted by a hotel closure (where we hold a valid email address). Guests will be given the opportunity to rebook for a new date at no extra cost, or cancel for a full refund. Should you wish to rebook for a future date please visit www.village-hotels.com/modify-my-booking and we will be happy to help. If we do not hold an email address for you and we have not heard from you within 4 days of your booked arrival date, we will go ahead and cancel your reservation automatically. Where a payment has already been made we will issue a full refund. Due to the volume of transactions currently taking place, please allow 10 working days from your booked arrival date for the payment to be processed. Please note that this only applies to reservations made directly with Village Hotels. Guests who have booked through a 3rd party, such as Booking.com or Expedia should contact them directly please.
  • Will I get a refund?
  • Yes - where a payment has already been made and a reservation is cancelled due to our closure, a full refund will be issued. Due to the volume of transactions currently taking place, please allow 10 working days from your booked arrival date for the payment to be processed. Please note that this only applies to reservations made directly with Village Hotels. Guests who have booked through a 3rd party, such as Booking.com or Expedia should contact them directly please.
  • I booked through a 3rd party, such as booking.com/Expedia - what do I need to do?
  • Guests who made a booking via Booking.com or Expedia (or any other 3rd party), are advised to contact them directly to make any changes to their reservation. For more information please refer to your booking confirmation email. The customer services team at Village Hotels are unfortunately not able to make any changes to a 3rd Party reservation.
  • I have a wedding booked, how will the closures effect me?
  • We appreciate planning a wedding at this time is very stressful. We are in the process of contacting all Wedding couples who will be impacted to advise on their individual circumstances. If you have a wedding planned for a future date and have a question please email us at contact.us@village-hotels.com.
  • I have a meeting or private event planned, how will the closures effect me?
  • Unfortunately all private meetings and events that were planned to take place where a hotel is now closed, have been cancelled. We are in the process of contacting bookers to offer new dates. We will continue to monitor Government guidance and contact guests if any changes are made that impact a booking.
  • Are Christmas events still going ahead?
  • We are hopeful that our full calendar of Christmas celebrations can still go ahead (based on the lockdown in England ending on 2nd December). However we will continue to monitor Government guidance and contact guests who are impacted once we have more details. Find our more about our Christmas celebrations at villagehotels.com/christmas