Coronavirus FAQs
Please see below for a Q&A for customers who are planning to travel. For full information relating to the Coronavirus outbreak please visit the Government website for more information on the risks and advice on the preventative measures
Q: What happens if my travel plans are affected?
A:
For clients travelling before 27/03/21, if the FCDO advises against travel to your destination, as it stands there is no legal grounds for the accommodation provider to cancel your holiday and offer a refund. However, we are working closely with all our partners to ensure you don't miss out so please get in touch as soon as possible to discuss your options. We have seen the most success where bookings are amended over 28 days ahead of arrival.
Clients arriving on or after the 27/03/21 will have the option to opt in to our Travel Restrictions Guarantee Scheme. If you have opted out of the scheme and are unable to utilise your accommodation due to restrictions, you will need to contact your travel insurance provider to recover any losses incurred.
Travellers are advised to read the FCDO travel advice for the country they are travelling to, which includes a link through to the National Travel Health Network and Centre (NaTHNaC) TravelHealthPro website that provides specific travel health advice for countries. The Foreign Office also has a specific page with more information on Coronavirus.
Q. My insurance have told me you have to refund me in full for accommodation?
A. As the villas are available for occupancy, there is no failure in the contract to supply the booked arrangements and therefore no obligation to refunds. We are confident that our current terms and practices, which have been in place for many years, are entirely transparent, fair and reasonable. We have incurred costs directly relating to clients bookings which are irrecoverable and the level of these are directly reflected in the cancellation charges within our terms and conditions.
The CMA published an article on the subject of Holiday deposits and Cancellation fees last year which can be read here and explains that companies are within their rights to ask for deposits and charge cancellation fees inline with costs incurred.
Q: Where the Foreign Office advises against travel to a country or a specific resort or area of a country does Solmar Villas have to refund the full package or only the parts of my holiday that are cancelled?
A: If the FCDO advise against travel, this does not mean your holiday has been cancelled and therefore no refund would be due but we would look to offer re-location to an alternative destination or postpone your trip where possible at the suppliers discretion.
If you have booked a flight inclusive “Package Holiday” with Solmar Villas (defined as a holiday with a Villa and flight booked within 24 hours of each other) and we are unable to provide you with the booked arrangements, we will seek to find you suitable alternatives as per our standard terms and conditions. If we are unable to find suitable alternatives then we may have to cancel your holiday or offer you the opportunity to relocate or postpone.
Villa and car packages would not be cancelled due to FCDO advise changes as per our terms and conditions
If FCDO advise against ‘all but essential travel’ to your destination, but the booked arrangements are still going ahead (i.e. your flight isn't cancelled) then you can still continue with your booking if you choose. There are multiple travel insurance companies offering travel insurance cover when travelling to areas the FCDO have advised against travel to for around £30pp.
Q: I’ve booked Villa only with Solmar Villas. Will I get a refund if FCDO advise against travel?
If the FCDO advise against travel, this does not mean your holiday has been cancelled and therefore no refund would be due. If you hadn't opted in to our Travel Restrictions Guarantee Scheme, please get in touch to discuss your particular situation
We recommend you contact your travel insurance provider to make a claim.
Q: What if I want to change my travel plans?
A: If you have concerns about your Winter/Spring 2020 holiday, please get in touch to discuss your options.
If you are due to travel imminently, and there are no restrictions or advice against travel, but choose not to travel, it is highly unlikely that you will be able to claim any cancellation charge on your insurance as there isn’t normally cover for disinclination to travel but you should check the terms of your insurance policy.
Q: I have a pre-existing medical condition and do not want to travel – can I get a refund if I cancel my holiday?
A: As with the above advice, you’re free to make the choice not to travel, but if the FCDO are not advising against travel to your destination then any cancellation would fall within our standard booking conditions. We recommend you consider moving your booking as early as possible.
Q: When am I not entitled to a full refund?
A: The Foreign & Commonwealth Office (FCDO) advice is in relation to imminent departures and if you have booked a “Package Holiday” and are not due to travel imminently, Solmar Villas will decide on an ongoing basis how far in advance we will begin offering alternative arrangements.
Q: What happens if I have to travel whilst the non-essential advice is in place?
A: British people who decide that they still need to travel abroad should be fully aware of the increased risks of doing so. That includes the risk that they may not be able to get home, if travel restrictions are put in place. Anyone still considering travel needs to be realistic about the level of disruption they are willing and able to endure, and to make decisions in light of the unprecedented conditions we face.
Anyone planning to travel should check the validity of their travel insurance.
British nationals who need to travel are advised to read the Foreign & Commonwealth Office (FCDO) travel advice for the country they are travelling to, which includes entry requirements and a link through to the National Travel Health Network and Centre (NaTHNaC) TravelHealthPro website that provides specific travel health advice for countries.
As a precautionary measure enhanced health screening procedures have been put in place at arrival and departure areas in many countries.
Many countries have also introduced entry restrictions for people travelling from certain countries, travellers are advised to read the FCDO travel advice and sign up to email alerts for the country they are travelling to, as these are subject to change at short notice.
Q: If I cannot follow my initial travel plans due to the coronavirus outbreak, am I entitled to compensation?
A: You won’t be entitled to any compensation, as the reason for the holiday not continuing is outside the control of Solmar Villas.
Q: My travel insurance company have advised me to ask you for a refund and contact my credit card company before they will process my claim?
A: Solmar Villas will only provide a refund for monies due after cancellation charges are applied. Please advise your insurance company:
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.