Coronavirus (COVID-19) Guidance

Update Monday 14th September 

We are closely monitoring developments of the Coronavirus pandemic to ensure the safety of our customers, including the latest updates to travel in the countries where we operate.

The Foreign, Commonwealth & Development Office (FCDO)  have re-instated the 'all but essential foreign travel' warning in France, Spain, Croatia, Austria, Portugal, the Netherlands and Switzerland. If you are returning from any of these countries you may be required to quarantine on your return to the UK. 

We advise all our customers to follow the situation and latest updates here: https://www.gov.uk/foreign-travel-advice

All upcoming bookings to France, Spain,  Croatia, Austria, Portugal, the Netherlands and Switzerland will be cancelled up until 3rd  October. Our contact centre team will be in touch if you are due to travel before this date. 

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.Kindly refrain from contacting the call centre at this time if your booking is after 3rd October so we can focus on customers travelling imminently.

To offer clarity, we have taken the most frequently asked questions from you, our customers and provided answers below.

Q: Travel advice to Portugal has changed. What does this mean?
A: The Foreign, Commonwealth & Development Office (FCDO) have just re-instated the 'all but essential foreign travel' travel warning in Portugal  based on the current assessment of COVID-19 risks. The latest information can be found here: www.gov.uk/foreign-travel-advice/portugal . The FCDO are not advising those already travelling in Portugal to leave at this time and suggest following the advice of the local authorities on how to best protect yourself while away. If you are returning from Portugal on or after 4am on 12th September, you may be required to quarantine on your return to the UK. Please check www.gov.uk/uk-border-control for the latest guidance for England, N. Ireland, Scotland and Wales. All holidays to Portugal will be cancelled up to October 3rd. If you are due to travel to Portugal before October 3rd, our contact centre team will be in touch with you imminently or please contact us. Cancelled bookings up until October 3rd will be offered the following options :

  • Move to a later date in 2020 or change of holiday destination which is deemed safe to travel for example Italy.
  • Price Match Promise: If you re-book 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 re-booking with us.
If you are due to travel to Portugal after 3rd October, we ask that you kindly refer to any updates on our website. We will be in touch in due course regarding your booking and options. Please refrain from calling us at this time so we can focus on customers travelling within the 2 weeks as a priority.
Q: Travel advice to Switzerland has changed. What does this mean?
A: The Foreign, Commonwealth & Development Office (FCDO) have re-instated the 'all but essential foreign travel' travel warning in Switzerland  based on the current assessment of COVID-19 risks. The latest information can be found here: www.gov.uk/foreign-travel-advice/switzerland . The FCDO are not advising those already travelling in Switzerland to leave at this time and suggest following the advice of the local authorities on how to best protect yourself while away. If you are returning from Switzerland on or after 29th August, you may be required to quarantine on your return to the UK. Please check www.gov.uk/uk-border-control for the latest guidance for England, N. Ireland, Scotland and Wales. All holidays to Switzerland will be cancelled up to October 3rd. If you are due to travel to Switzerland before October 3rd, our contact centre team will be in touch with you imminently or please contact us. Cancelled bookings up until October 3rd will be offered the following options :

  • Move to a later date in 2020 or change of holiday destination which is deemed safe to travel for example Italy.
  • Price Match Promise: If you re-book 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 re-booking with us.
If you are due to travel to Switzerland after 3rd October, we ask that you kindly refer to any updates on our website. We will be in touch in due course regarding your booking and options. Please refrain from calling us at this time so we can focus on customers travelling within the 2 weeks as a priority.

Q: Travel advice to Croatia and Austria has changed. What does this mean?

A: The Foreign, Commonwealth & Development Office (FCDO) have re-instated the 'all but essential foreign travel' travel warning in Croatia and Austria based on the current assessment of COVID-19 risks. The latest information can be found here: www.gov.uk/foreign-travel-advice/croatia or  here www.gov.uk/foreign-travel-advice/austria . The FCDO are not advising those already travelling in Croatia or Austria to leave at this time and suggest following the advice of the local authorities on how to best protect yourself while away. If you are returning from Croatia or Austria on or after 22nd August, you may be required to quarantine on your return to the UK. Please check www.gov.uk/uk-border-control for the latest guidance for England, N. Ireland, Scotland and Wales. All holidays to Croatia and Austria will be cancelled up to October 3rd. If you are due to travel to Croatia or Austria before October 3rd, our contact centre team will be in touch with you imminently or please contact us. Cancelled bookings up until October 3rd will be offered the following options :

  • Move to a later date in 2020 or change of holiday destination which is deemed safe to travel for example Italy.
  • Price Match Promise: If you re-book 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 re-booking with us.

If you are due to travel to Croatia or Austria after 3rd October, we ask that you kindly refer to any updates on our website. We will be in touch in due course regarding your booking and options. Please refrain from calling us at this time so we can focus on customers travelling within the 2 weeks as a priority.

Q: Travel advice to France has changed. What does this mean?

A: The Foreign, Commonwealth & Development Office (FCDO) re-instated the 'all but essential foreign travel' travel warning in France based on the current assessment of COVID-19 risks. The latest information can be found here: www.gov.uk/foreign-travel-advice/france. The FCDO are not advising those already travelling in France to leave at this time and suggest following the advice of the local authorities on how to best protect yourself while away. If you are returning from France on or after 15th August, you may be required to quarantine on your return to the UK. Please check www.gov.uk/uk-border-control for the latest guidance for England, N. Ireland, Scotland and Wales. All holidays to France will be cancelled up to October 3rd. If you are due to travel to France before October 3rd, our contact centre team will be in touch with you imminently or please contact us. Cancelled bookings up until October 3rd will be offered the following options :

  • Move to a later date in 2020 or change of holiday destination which is deemed safe to travel for example Italy.
  • Price Match Promise: If you re-book 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 re-booking with us.

If you are due to travel to France after 3rd October, we ask that you kindly refer to any updates on our website. We will be in touch in due course regarding your booking and options. Please refrain from calling us at this time so we can focus on customers travelling within the 2 weeks as a priority.

Q: Travel advice to the Netherlands has changed. What does this mean?

A: The Foreign, Commonwealth & Development Office (FCDO) re-instated the 'all but essential foreign travel' travel warning in the Netherlands based on the current assessment of COVID-19 risks. The FCDO are not advising those already travelling in the Netherlands to leave at this time and suggest following the advice of the local authorities on how to best protect yourself while away. The latest information can be found here: www.gov.uk/foreign-travel-advice/netherlands. If you are returning from the Netherlands on or after 15th August, you may be required to quarantine on your return to the UK. Please check www.gov.uk/uk-border-control for the latest guidance for England, N. Ireland, Scotland and Wales. All holidays to The Netherlands will be cancelled up to October 3rd. If you are due to travel to the Netherlands before October 3rd, our contact centre team will be in touch with you imminently or please contact us. Cancelled bookings up until October 3rd will be offered the following options:

  • Move to a later date in 2020 or change of holiday destination which is deemed safe to travel for example Italy.
  • Price Match Promise: If you re-book 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 re-booking with us.

If you are due to travel to the Netherlands after 3rd October, we ask that you kindly refer to any updates on our website. We will be in touch in due course regarding your booking and options. Please refrain from calling us at this time so we can focus on customers travelling within the 2 weeks as a priority.

Q. I am due to travel in September/October. What should I do?

A. If you are due to travel to France, Spain, Croatia, Austria, Switzerland, The Netherlands or Portugal after 3rd October we ask that you kindly refer to any updates on our website. We will be in touch in due course regarding your booking and options. Please refrain from calling us at this time so we can focus on customers travelling within the 2 weeks as a priority.

Q:Travel advice to mainland Spain has changed. What does this mean?  

A: As of July 4th, Spain were included on the Safe to travel list however the advice has changed again and from today (26th July) the FCO advises against all non-essential travel to mainland Spain based on the current assessment of COVID-19 risks. The FCDO are not advising those already travelling in Spain to leave at this time and suggest following the advice of the local authorities on how to best protect yourself while away. If you are returning from Spain on or after 26th July, you will be required to quarantine on your return to the UK. If you are due to travel to Spain before October 3rd, our contact centre team will be in touch with you imminently or please contact us. The latest information can be found here: www.gov.uk/foreign-travel-advice/spain

Q:I'm travelling to a location where the FCDO has advised against all but essential travel.  

A:If the travel advice remains in place for your specific holiday location, we will contact you around 1-2 weeks before your arrival date. At this stage, we will discuss any available and applicable options with you. If travel advice remains in place 7 days prior to your arrival, we will cancel your holiday and will offer the following:

- Price Match Promise: If you re-book 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 re-booking with us. 

;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 now available to book.  Customers that have accepted a voucher to support us will be given first opportunity to re-book wherever possible. 

Q:  What facilities will be open during my upcoming stay? 

A:We endeavour to provide the same fun-filled holidays as always and only in exceptional circumstances will the usual services, facilities or amenities not be available or restricted which are out of our control or go against local government public health and safety guidelines. 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 no longer wish to travel and cannot re-book my stay this year or next year. Can I cancel my reservation/stay?

A:   Yes, it is possible to cancel your stay 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 that travel advice changes for your specific holiday campsite and your planned holiday can no longer go ahead due to FCDO 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 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 & Development Office (FCDO) 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.