Coronavirus (COVID-19) Guidance
Update Tuesday 12th May
We are closely monitoring developments of the Coronavirus pandemic to ensure the safety of our customers. The Foreign & Commonwealth Office (FCO) now advises against all non-essential travel worldwide “Indefinitely”. This advice takes effect immediately, however, please note, a modified date could be advised at any time and we will be monitoring the situation closely.
We have taken the decision to postpone the opening of our campsites to the 13th June 2020 to ensure the wellbeing and safety of both our valued customers and our valued employees, which is of paramount importance.
We advise all our customers to follow the situation and latest updates here: https://www.gov.uk/guidance/coronavirus-covid-19-information-for-the-public
Here to help: We understand you may have questions regarding your stay; our team are available and busy answering calls and emails as efficiently as possible. We want to ensure you make an informed decision and feel supported at this time.
To offer clarity, we have taken the most frequently asked questions from you, our customers and provided answers below.
Q: Can I transfer my 2020 holiday to 2021?
A: We understand customers may have concerns about travelling at this time. We are therefore, pleased to advise we will now allow our holidays to be transferred to 2021. We can propose the following two options.
Price Match Promise: If you rebook the exact same holiday (excluding travel arrangements) for 2021, we promise to match your price. Further information can be found here.
Flexible Voucher: If you are unsure of your exact dates, destination or anything else and are looking for a little bit more flexibility, then our voucher may be the best option for you. Further information can be found here.
Q: When can I book my 2021 holiday?
A: We are pleased to advise our 2021 holidays are just a few weeks away! They will be available to book w/c 1st June. Customers that have accepted a voucher to support us will be given first opportunity to rebook wherever possible.
Q: What facilities will be open during my upcoming stay?
A: We continue to follow the official advice to ensure our stays are as safe as possible for our customers. As this is subject to change, guidelines may lead to some future restrictions; we will do our best wherever possible to keep you informed.
Q: I am travelling to a location where the FCO has advised against all, but essential travel.
A: Currently, the FCO advises against all non-essential travel “Indefinitely”. This advice takes effect immediately. However, please note a modified date could be advised at any time and we will be monitoring the situation closely.
With some of our other key destination countries authorities also extending their restrictions, we will now not be opening most of our campsites until 13th June 2020.
If the travel advice remains in place for your specific holiday location, we will contact you within 1-2 weeks of your arrival date.
Q: I no longer wish to travel on/after the 13th June and cannot rebook my stay this year or next year. Can I cancel my reservation/stay?
A: Yes, it is possible to cancel your stay. If the advice does not change and holidays remain possible, then you can cancel your booking, but we must make you aware this is in line with our current Cancellation Terms and Conditions, which can be found on our website. Cancellation fees will be applied, in line with these terms.
Q: My Holiday Balance is due. Do I have to pay now?
A: In order to provide you with greater flexibility, we have extended balance due dates from 12 weeks to 6 weeks before departure. We understand you may have some questions about your balance payment. Payments can be made via our Contact Centre team or via our website.
Q: I have booked Accommodation/Ferry travel. What coverage do I have?
A: In the event the travel advice changes and your stay becomes impacted, if you have booked a package holiday with us, then you are protected under the Package Travel Regulations. As a result, where we have availability, we can offer alternative suitable holidays.
If we cannot offer you a suitable alternative, we are pleased to advise we can offer the following:
Price Match Promise: If you rebook the exact same holiday (excluding travel arrangements) for 2021, we promise to match your price. Further Information can be found here.
Accommodation Voucher: We will offer a 120% enhanced voucher to our customers against any monies paid for your accommodation. The voucher can be used to reschedule to later this year or next year.
Alternatively, we will offer a refund of any monies paid to us. We do kindly ask that you support us, as we continue to support you, by selecting the option of rebooking with us.
Q: I have booked Accommodation only. What options do I have?
A: In the event that travel advice changes for your specific holiday campsite and your planned holiday can no longer go ahead due to restriction/closure, we will always attempt to find you a solution.
If we cannot offer you a suitable alternative, we are pleased to advise we can offer the following:
Price Match Promise: If you rebook the exact same holiday (excluding travel arrangements) for 2021, we promise to match your price. Further Information can be found here.
Accommodation Voucher: We will offer a 120% enhanced voucher to our customers against any monies paid for your accommodation. The voucher can be used to reschedule to later this year or next year.
Alternatively, we will offer a refund of any monies paid to us. We do kindly ask that you support us, as we continue to support you, by selecting the option of rebooking with us.
Q: I have booked my own Travel Arrangements. Do I have protection?
A: If you have made your own travel arrangements, for example, but not exclusively, flights, car hire, ferry travel with another provider directly, you must speak with them and they will advise you of their own policies/procedures.
Q: If I cannot follow my initial travel plans due to the Coronavirus outbreak, am I entitled to compensation?
A: We must advise, you will not be entitled to any compensation, as the reason for the holiday not continuing is out with our control.
Q: If I make a new booking and need to amend it, will I have to pay an amendment fee?
A:We are committed to ensuring that booking your holiday is stress free. We will therefore not charge an amendment for any changes up to 14 days of your arrival.
Q: I’m travelling soon, what advice should I consider from the country I’m travelling to?
A: We advise to read the Foreign & Commonwealth Office (FCO) travel advice for the country you are travelling to, which includes entry requirements and a link through to the National Travel Health Network and Centre (NaTHNaC) TravelHealthPro website. This website provides specific travel health advice for our destination countries.
