Coronavirus Information

Book with Confidence

Last updated: Sunday 22nd March 2020 08:38


IMPORTANT NOTE

Booked already or looking to book - check out our:

Coronavirus Options

Please note that we are currently experiencing high volumes of calls, so please check the FAQs below before contacting us.

For clients who have not booked a package holiday with Solmar Villas (Villa+Flight or Villa+Car within 24 hours of each other) you will need to reclaim any monies paid for cancelled holidays from your travel insurance provider. ABTA & ATOL Protection fully protects any monies paid to Solmar Villas in the unlikley event that Solmar Villas should cease trading, it is not an insurance policy against cancellation.

It is a condition of booking with us that you purchase comprehensive travel insurance. If you do not have adequate insurance in place to cover you for cancellation and curtailment, please do not call to request a refund from us as we will not be able to facilitate this request.

We thank you for your patience and understanding.

 

Update

Here at Solmar Villas we understand that you might be concerned about booking a holiday due to the ongoing Coronavirus (COVID-19) outbreak, but we want to reassure you that you can still book with confidence and have peace of mind.

The evolving coronavirus situation is extraordinary and the Foreign & Commonwealth (FCO) advice in relation to specific destinations is changing rapidly, so it is very important that anyone due to travel imminently checks the FCO advice for their specific destination.

Solmar Villas is working around the clock to support customers, and our decisions will be guided by the operational situation and Government advice.

Given the extraordinary volume of enquiries, and the rapidly changing situation, the best course of action for travellers with future bookings is to monitor and follow FCO advice for the destination they are travelling to and liaise closely with your insurance provider.

Furthermore, if you have booked a package holiday with us, your money is in safe hands as you are fully protected by our ABTA and ATOL bonding.

In line with this advice, our overseas villa programme is operating as normal. On that basis, any changes or cancellations made will be in line with our Terms and Conditions

 General advice for travellers

Cases of Covid-19 (Coronavirus) have been reported in locations in a number of countries throughout the world. Some destination authorities have introduced enhanced health measures, so it is very important that travellers follow the public health advice relating to a local destination that they are travelling to. Travellers should also keep up to date on local advice during their visit.

Travellers are advised to read the Foreign & Commonwealth Office (FCO) 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. Travellers should comply with these processes and take relevant preventative measures to reduce the risk of exposure.

Some countries have also introduced entry restrictions for people travelling from certain countries, travellers are advised to read the FCO travel advice and sign up to email alerts for the country they are travelling to, as these are subject to change at short notice.

Further information on Coronavirus, including advice on preparing for foreign travel and helping reduce the spread of the virus, is available from Public Health England and on the TravelHealthPro website.

 

Coronavirus Q&A

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: Should I travel abroad?

A: While there is, generally, a low risk of contracting the virus when abroad, and there are increasing cases being reported in the UK, it is important to follow FCO and public health authority advice. 

Q: What happens if my travel plans are affected?

 A: Your travel plans may be affected in different ways, depending on FCO advice. If the FCO advises against travel to a destination and your holiday arrangements have been affected, we recommend that you contact Solmar Villas to discuss your options.

The safety of travellers is a priority for Solmar Villas and our decisions will follow Government advice, which is based on an objective assessment of risk.

Travellers are advised to read the FCO 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: 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 you have booked a “Package Holiday” with Solmar Villas  (a “Package Holiday” is defined as a holiday with a Villa and flight booked within 24 hours of each other or villa and car hire booked within 24 hours of each other) and the FCO advise against ‘all but essential travel’ to your destination, wherever possible, we will offer re-location to an alternative destination or postpone your trip. You should also check with your travel insurer to see whether you have any cover available under the policy.

Q: I’ve booked Villa only with Solmar Villas. Am I protected?

If you have booked accommodation only with us then and should the FCO advises against ‘all but essential travel’ to the destination that you are travelling to you we recommend you contact your travel insurance provider to make a claim, but please check out our Options Page for the latest detials applicable to your circumstance.

Q: I have booked my own flights independently of Solmar Villas - where do I stand?

A: Solmar Villas advises you to check with your flight provider direct and review the terms and conditions of your booking with your flight provider.

Q: What if I'm unsure about going on my holiday?

A: Most destinations do not have any British Government & FCO advice against travel as a result of Coronavirus, and of course a number of cases have been reported here in the UK. The Government advice is based on its objective assessment of risk and will always put the safety of UK citizens first.

The Government will advise against travel to a destination when it judges the level of risk to be unacceptably high. If there is no Government advice against travel to your destination, you’re free to make the choice not to go, but there's no obligation on Solmar Villas to give you a refund. Normal Terms and Conditions will apply.

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 can check the terms of your insurance policy. Please check out our Options Page for full detials applicable to your circumstance.

Q: What if I want to change my travel plans?

A: If you have concerns about your summer holiday, it is too early to say that your holiday can’t go ahead as planned. Therefore, customers with future departure dates will need to wait to find out whether the advice changes and their holiday can continue as planned. If you cancel early, normal Terms and Conditions should apply, but please check out our Options Page for full detials applicable to your circumstance.

There is no legal definition of “imminent travel” and Solmar Villas has its own process for managing future departures; however imminent travel is generally considered to be within the next few days. Customers should monitor FCO advice and updates.

Remember too that customers with an existing “Package Holiday” booked, and those considering making plans, can have confidence that these protections are in place for “Package Holidays” should the travel advice to your destination change.

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 FCO are not advising against travel to your destination then there is no obligation for Solmar Villas to give you a refund. Normal cancellation charges will apply, but please check out our Options Page for full detials applicable to your circumstance.

If your GP has advised that you do not travel, and provided you with official documentation to confirm this, then you will need to check the terms of your travel insurance policy to see if you can claim any cancellation charge back. If you cancel early you may have to pay cancellation charges.

Q: When am I not entitled to a full refund?

A: The Foreign & Commonwealth Office (FCO) 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. Please check out our Options Page for the latest information applicable to your circumstance.

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: There are a number of public areas and attractions that have been closed in the destination that I am travelling to – can I get a refund if I cancel my holiday?

A: This would not normally give you the right to a refund. If excursions or attractions that are included in the price of your holiday are closed or can’t go ahead, and this significantly changes your package holiday or impacts your overall experience, then you might be entitled to a refund.

Customers with an existing package holiday booked, and those considering making plans, can have confidence that there are protections in place for package holidays should the travel advice to your destination change. Please check out our Options Page for full detials applicable to your circumstance.

Therefore, customers with future departure dates should wait to find out whether the advice changes and their holiday can continue as planned.

 

 

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