Couldn't Travel - What Now?



If you have been unable to travel and use your accommodation we are here to help.

If you have a flight inclusive package holiday, please refer back to the previous page and information on Flight Packages.

Cancellation charges will be calculated using our standard conditions of booking as noted in Section 6 and any monies due back will be refunded.

For all other holidays, if you are unable to go as planned, your first port of call for any losses incurred would be via your travel insurance claim.

If your claim is rejected or you don’t have cover, please do come back to us. We are trying to assist as many clients as possible but we have limited resource and you will need to have exhausted the other avenues before asking for discretionary consideration for a voucher etc.

As we deal with over 850 houses, mostly individually owned, each case has to be dealt with on a case by cases basis and at the discretion of the suppliers, therefore we are unable to guarantee all clients will get the same outcome but we will always do our very best to help and minimise your losses.

With this in mind, could we please ask you to follow steps in order. Please do not worry about a timeframe for putting in a credit request with us, we understand insurance companies are very busy at the moment and your claim could take some time to process and get a result, but please persevere and once you have an outcome, if you are still left out of pocket then please do get back in touch using our credit request form.


Step 1: Travel Insurance Claim

Contact your insurance company to make a claim to recover cancellation losses. 

We have received reports that some insurance companies are being less than forthcoming in paying claims. Therefore, we recommend you:

  • Ascertain your cover level and options from reading your ORIGINAL policy, sent to you at the time of purchase. As most insurers have recently updated their cover, the policy available to view online may have changed in comparison to that of which you purchased. Therefore, this updated policy may not be relevant as insurance providers are not able to change your agreed cover and exclusions part way through a policy. Please note that insurance providers may advise that they no longer cover this, but if it doesn't state that in the policy document you were provided when you purchased the policy, then please contest this with them.
  • Read your policy and establish yourself if you think you are covered - do not make the decision based on advice provided by your insurer's website, by phone etc.
  • If you are unable to reach your accommodation, (due to flights being cancelled, borders closed etc.) you are making a claim for not being able to use your accommodation, and not a 'pandemic' claim or due to 'Foreign Commonwealth Office (FCO) Advice'. With this in mind, if your insurance is rejected advising you don't have cover for 'Pandemic, epidemics or changes in travel advice', go back and restate your claim utilising the above guidance.
  • Some insurance companies may ask you to ask Solmar Villas for a refund and process a credit card claim first, if they do please advise:

"Due to the current situation, I am unable to occupy my booked accommodation and therefore need to reclaim my losses of the cancellation charges which Solmar Villas have confirmed are non-refundable and irrecoverable.

As the cancellation doesn't constitute a breach of contract, I have no claim under Section 75 of the Consumer Credit Act and therefore I wish to reclaim my losses incurred from my insurance policy."

If this isn't sufficient, we can provide you with a letter to confirm to them.


Step 2: Request Good will credit voucher

Where you have exhausted all other avenues to cover your losses, we are stretching our resources to provide what we can wherever possible. Cancellation charges are structured in line with business costs as they too increase the closer you get to departure and this structure, used throughout the travel industry, is approved by ATOL, ABTA and has remained unchanged for several years.

Whilst there is therefore no obligation to refund clients, we also recognise that if you are left out of pocket this can be very emotive and distressing having lost out on the holiday you have planned and paid for.

With this in mind, we are offering all clients with irrecoverable loss, the opportunity to tell us about their situation and allow us to consider each particular circumstance with a view to offering a gesture of goodwill credit voucher or booking move with reduction in cancellation charges.

With each property having different ownership and payment schedules etc., requests will be assessed on a case by case basis but rest assured we are here to help and do the very best for all our clients. We want to help as many clients as we can, as much as we can, which is why, if you have travel insurance we must insist you pursue that avenue first for a positive outcome as this will then allow us to help even more people at this difficult time

To put forward a claim for consideration, please complete our online credit request form.

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