Our COVID-19 policy
Here at CV Villas, we know how important your holidays are to you and we want to ensure that you feel safe in the knowledge that your holidays are important to us too. For that reason, amidst the ever changing news and updates regarding COVID-19 or the Coronavirus and the destinations that you can travel to safely, we want to reassure you that you are safe in our hands booking a holiday with us for 2021 and planning your dream getaway.
What are your booking rights, no small print, just the facts..
If you book a package holiday with us (in most cases a villa plus flights and/or car hire) you are protected by the 2018 Package Travel Regulations. For that reason, amidst the ever changing news and updates regarding COVID-19 or the Coronavirus, rest assured that your planned holiday, whether a package already booked with us or if planning to book a package since news of the outbreak, will either go ahead safely as planned, or you will receive the choice of alternative holiday options (where possible), a credit against a future holiday or a full refund should there be a nationwide ban on travel or your holiday destination be on the Foreign Commonwealth and Development Office (FCDO) list of advice against travel 21 days or less prior to your planned departure date.
Whilst customers who have booked accommodation only with us are not covered by the Package Travel Regulations, and thus not entitled to a full refund, we will look at the options available to you should you be unable to travel due to government advice 21 days or less prior to travel and do all that we can to help. We will talk you through the different routes we can take when the time comes. Your options will be moving the dates of your holiday to the same villa either in 2021 or 2022 (subject to availability) or a voucher for travel to that villa if you are unable to decide on dates at that time. Please note that should you move to dates that are at a more expensive time of year, you will be required to cover the difference in price at final balance stage.
For your options and entitlements should you be unable to travel for reasons other than governmental or FCDO advice please see our FAQ’s section below or call us on 0207 261 5400 to speak with one of our knowledgeable Villa Specialists.
When will your balance be due?
Your balance will be due 9 weeks (please note for 2022 departures this will be 12 weeks) before travel unless at that point, the destination that you are travelling to appears on the Foreign Commonwealth and Development Office list of advice against travel.
If your intended destination appears on the list, we will be assessing the feasibility of holiday departures 21 days before the planned departure date. If your holiday is able to go ahead at that stage, your balance will be due. If your holiday is unable to go ahead due to advice against travel by the British Foreign Commonwealth and Development Office (FCDO) at that stage then we will work with you to find alternative arrangements and your balance due date will be adjusted accordingly.
If the FCDO changes its advice against travel to your holiday destination between your original 9 week balance due date and the new 21 day deadline your holiday will go ahead as planned and you will be contacted by us at that time to let you know that the balance is due. If the advice does not change we will be in touch approximately 21 days before travel to discuss your options with you.
Please note that if there is no FCDO advice against travel to your intended destination at the time of your balance due date and the balance is not paid following our reminders this, as per our terms and conditions, could count as cancellation by you, our client, resulting in the loss of your deposit.
Our Flexi Promise, which applies to new bookings made with us from 1st November 2020 for travel in 2021 at a large number of villas in our portfolio and means that you can amend your travel dates once for any reason, at any point before the final balance payment stage (9 weeks prior to travel.)
Please visit our Flexi Promise Page for more information on the Flexi Villa range as well as the terms and conditions of the promise. If you would like to speak to one of our dedicated Villa Specialists about a potential holiday, the Flexi Promise or any other queries that you may have please do call us on 0207 261 5400 and we will be delighted to help.
If you have booked a Flexi Villa with us, you will have until your initial balance due date to make a change to your dates should you wish. After 9 weeks before travel your dates are fixed and no changes are allowed unless at 21 days prior to travel the FCDO are advising against travel to your intended destination.
What would happen were the FCO advice to change to advice against travel to your destination less than 9 weeks before travel ?
Taking 2020 as the example, the situation with regards to travel has changed constantly since the outbreak of the COVID-19 pandemic.
The team here at CV Villas are constantly monitoring the global situation, consulting industry experts, government bodies and our Destination Experts on the ground to ensure that we are at the forefront of all and any travel developments and will continue to do so moving forward into 2021.
If the FCDO changes its travel advice to your destination less than 9 weeks prior to travel we will continue to monitor developments up until 21 days prior to travel at which point we will be in touch with you to discuss your options.
Can I travel against FCDO advice or to areas where a quarantine is in place on return to the UK?
We would like to remind you that the FCDO bases its advice on numerous factors including the level of risk to you in the country your are travelling to, the accessibility of healthcare in that destination and the level of risk that you travelling and returning to the Uk will place on the rest of the UK population.
Should you wish to travel against the advice of the FCDO this is permitted at your own risk. We would highly recommend that you fully research these risks before travel and that you contact your travel insurer to ensure that you have adequate cover for travel as in the majority of cases travelling against FCDO will invalidate some if not all of your insurance cover.
What steps are we taking to ensure that your holiday is safe?
We are all having to adapt in some way to the ‘new normal’ as we start to emerge from this difficult time. So we have no doubt that many of you will be wondering what your next holiday with us will look like and what measures we have taken to ensure our customers feel safe while holidaying with us. While we believe that, by their nature, villa holidays will change far less than other holiday types, we have been working tirelessly over the past few months, both in the UK and overseas, to ensure that you experience the wonderful, safe and relaxed break that you expect.
Visit our CV Promise page to find out what new measures we have put in place. For further information about flights and the travel status of your upcoming or potential holiday visit our Travel Information page.
Frequently Asked Questions
Travel Insurance is an important part of any booking. We recommend everyone who travels with us has taken out adequate travel insurance which includes cover for the full value of your holiday with us. Having reviewed a number of insurance companies, we are happy to recommend Campbell Irvine, who come with a great reputation from our sister companies. Campbell Irvine offer both single and multi-trip cover, and have updated their policy to include cover for situations where your holiday may be impacted by Covid-19. Campbell Irvine can also offer, a separate specialist single trip policy for clients travelling to countries against FCDO advice. Visit their website and you’ll find an easy to follow quotation and booking form, as well as links to full details of cover.
Unfortunately, as with any illness or injury that means you have to cancel your holiday; our standard terms and conditions and cancellation charges will apply and your travel insurer will be able to tell you what cover your policy provides. We will do our utmost to make any changes that we can to your holiday however in some cases (often due to airline restrictions) alteration charges may apply if this may not be possible.
We will do all that we can to change the date of your holiday. If this is sadly not possible due to airline regulations, or a commitment to the villa owner, for example, and you are unable to travel, our standard terms and conditions and cancellation charges would apply. These might be recoverable under your travel insurance policy and so we always advise that you check with your provider.
Pre departure for your holiday we will have provided you with all the information that we have regarding entry requirements to your destination in page 3 of your destination specific guide. These vary per destination and include (but are not limited to) completing locator forms, temperature checks, medical tests and proof of accommodation booking. Please follow the advice that we give as this will help to reduce any entry issues at your destination. If you are not granted entry to your destination please speak immediately with your travel insurance and inform your Destination Expert who will be able to advise you on the guidelines in place for your destination.
Our local teams of Destination Experts and our suppliers and partners have been fully briefed on the processes and procedures necessary should there be an outbreak, or suspected outbreak, of COVID-19 whilst you are on holiday. If you require any support or advice please contact your Destination Expert or Villa Specialist in the UK.
Please ensure that you inform your Destination Expert or Villa Specialist immediately so that we can offer you advice regarding local guidelines, testing centres etc. Please refrain from leaving your villa until we have given you guidance on how to proceed and isolate yourself from other members of your party.
Please ensure that you inform your Destination Expert or Villa Specialist immediately so that we can offer you advice regarding local guidelines, testing centres etc. Please refrain from leaving your villa until we have giving you guidance on how to proceed and isolate yourself from other members of your party. As most self-isolation guidelines dictate a 14 day quarantine it is likely that you will need to leave the villa. Isolation hotels exist in the majority of our destinations andwe will advise you accordingly. Please contact your travel insurance provider immediately so that they are aware you will be making a cost claim.
Please contact your Destination Expert and consult your destination guide immediately which will likely direct you to the local COVID-19 hotline for further advice or testing centre should you require more immediate reassurance. Please be alert to the Coronavirus main symptoms of respiratory symptoms, fever, dry cough, shortness of breath and breathing difficulties as well as loss of taste/smell.
We would certainly look into the possibility of the house being available and if the property owner were to be in agreement and at what cost. The likelihood is that you would need to vacate the property to complete your isolation elsewhere (our local staff will provide you with guidance on this) and allow the property to be cleaned and fully fumigated for the arrival of future guests. We recommend that you contact your travel insurance immediately to discuss cover of costs.
We recommend that you contact your travel insurance immediately to discuss the covering of any repatriation costs. The team at CV Villas will happily help you to organise a return flight home if your insurance wish for you to do this and expense any costs however it is always worth verifying that your provider does not wish to book your flight themselves.
The destinations that we feature that the Foreign and Commonwealth & Development Office now advises against all but essential travel to are constantly changing based on the situation in that destination at the time. If you are due to travel to one of the destinations that currently don’t appear on the exempt list in 2021 please do not worry, the advice is being constantly monitored and updated by the FCDO so there is every likelihood that it will change by the time you are due to travel. In the event that your destination is not on the exempt list 21 days before your departure date, please see the beginning of this page for your options and how to contact us
No, unfortunately not as the reason for the holiday not continuing is outside the control of us as your tour operator.
If the holiday can be provided but you are unable to travel because of local restrictions, then this sadly does not affect our ability to deliver the holiday. We will do our utmost to provide you with alternative options at the time. In certain circumstances this may not be possible and normal cancellation charges would therefore apply. These might be recoverable under your travel insurance policy and so we always advise that you check with your provider.
You can cancel your holiday should you no longer wish to travel however our normal terms and conditions apply (found here). If cancelling due to concerns surrounding the Coronavirus outbreak we would advise against this and instead advise that you monitor the FCO advice for your holiday region found on their website, safe in the knowledge that at CV we guarantee your holiday protection. This situation is changing rapidly and unpredictably and you could be cancelling a long-anticipated holiday or celebration unduly.
If the FCO advice has not changed and holidays are operating as normal, your holiday will be subject to normal booking conditions and cancellation charges will apply.
Our helpful team are here to help with any questions you have that haven't been answered above, simply call 0207 261 5400.
OTHER WEBSITES THAT YOU MAY FIND USEFUL:
The National Travel Health Network offers the latest country-specific health advice on the Travel Health Pro Website here.
Guidance is also available from the NHS on the FitForTravel website.
The World Health Organisation website contains a very useful Q&A Section here as well as some useful ‘Mythbusters’ corroborating or denying any claims regarding the virus that are unduly worrying people.
We hope that the above alleviates any concerns that you may have regarding a pre-existing holiday that you have booked with us or doubts about booking an upcoming holiday with us. Here at CV Villas, organising your fantastic holidays, your way, is at the heart of everything that we do and that will never change. Should we be able to advise or reassure you further, please call one of our dedicated Villa Specialists today on : 02072615400.
We reserve the right to change this policy in light of new information or travel restrictions.