Firstly may I thank you for all the wonderful messages of support and well wishes that we have received over the past weeks – it has certainly helped keep our spirits up in these very difficult circumstances.
Since we decided to close the hotel, on March 20th, our office staff have been working tirelessly to contact everyone who has a booking with us to offer them the opportunity to move their holiday to a future date or a credit for a holiday in 2021. This is obviously taking a lot of time and we are our working our way through bookings in date order. Please don’t ring us, we’ll ring you. As I write this message, we believe that we will have contacted everyone who is booked in with us up to the end of May. We will write to all other customers with later bookings.
Please be kind tour staff – they are doing an amazing job and are not the ones that make the rules!
Understandably, although the vast majority of guests are very supportive, a few guests are getting very annoyed and frustrated by the fact that we are not giving refunds. The reason for this is that we, and just about everyone else in the Tourism industry and government, consider this Corona pandemic to be a ‘Force Majeure’ - this as described by ABTA is “any event beyond our or a supplier’s control, the consequences of which could not have been avoided even if all reasonable measures had been taken”, and goes on “adding significant risks to human health such as the outbreak of serious disease”.
From a hotel point of view this means that the usual ‘business interruption’ insurance that we have does not cover us. The only way we can deliver the holiday that you booked and we offered in good faith, is to postpone it to another date. None of us could have predicted this devastating illness would bring the country, and indeed the world, to a standstill. This is an unprecedented time for all of us, and one that we have never faced before in society or in the travel industry.
We as a family have been at the Elgin for 51 years and have a good reputation of looking after our customers and staff. We're looking forward to welcoming you all back to the hotel, as soon as it is safe to do so.
Many thanks for your patience
With Warm Regards and Best Wishes
Nigel and Team Elgo