THE CV PROMISE

Our Holiday Protection Pledge

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THE CV PROMISE

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, 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. This is in line with the Package Travel Regulations, and covers all packages booked with us (in most cases this will be a villa plus flights and/or car hire, more details are available here).

Whilst customers who have booked accommodation only with us are not covered by the Package Travel Regulations, we will look at the options available to you and do all that we can to help. In most cases we have negotiated flexible terms with our villa owners given these exceptional times, and will talk you through the different routes we can take when the time comes.

important information for our customers

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 up to the date of and during your holiday with us if your holiday is able to go ahead as planned.

We ask for the continued patience and support of our customers during this unpredictable time for the travel industry whilst we strive continuously to give each and every one of our bookings the care and dedication that it deserves. Due to the ever-changing nature of the status of international travel currently, whilst we are awaiting a government announcement, we are contacting our customers approximately 10 days prior to their departure date to discuss the options for their planned holiday. If your holiday is 10 days or more away from departure we ask that you read the information below before contacting us as we hope that this will provide the reassurance that you require, permitting our team to continue to focus on the bookings with a more imminent departure date.

  • FCO Exceptional travel advisory notice: As of 4 July, The FCO has changed the blanket advisory against all but essential travel, with travel to some countries and territories exempt including Greece, Italy, France, Turkey and Croatia, as well as Antigua, Barbados, Bequia, Grenada, Mustique, Nevis and St Lucia. These countries have been assessed as no longer presenting an unacceptably high risk to British people travelling abroad.
  • Final Balance Payments: To help with the on-going uncertainty, we moved our final balance payment due date to 28 days prior to travel with the payment being due only if the holiday is able to go ahead at that point. With the change of the FCO advisory, our standard terms and conditions now apply and we will be in contact to let you know that your final balance is due. For customers departing within 4 weeks, payment will need to be made within three days of receipt of our balance email. For customers departing between 5-9 weeks away, final balances will need to be paid within five days of us making contact. This way our operations and overseas teams can begin preparing for your holiday immediately, and we can pay the villa owners. We greatly appreciate your forbearance with this relatively short timeframe. For all holidays taking place to destinations in which there is no FCO advice against travel that are 9 weeks or more away our standard payment terms now apply and balance payment will be due 9 weeks prior to departure. If your destination still has an advisory against travel the 28 day balance extension will still apply
  • The next steps for Travel: We anticipate that the first stage of travel being permitted from the UK will involve a lifting of the global travel advisory by the FCO and a return to destination specific travel advice. Once the global travel advisory is lifted by the FCO, all CV Holidays , regardless of when booked, will continue to operate as normal unless the advice from the British Foreign and Commonwealth office (FCO) for the region or country that your villa is in is listed as ‘advise against travel’ or ‘advise against all but essential travel.’ [You can see all up to date FCO travel advice here.]
  • If the advice changes to ‘advise against travel’ or ‘advise against all but essential travel’, more than 4 weeks before your intended departure date and you have booked a package with us, we will continue to monitor the situation up to that 4 week date and then call you to discuss your options.
  • If the advice changes to ‘advise against travel’ or ‘advise against all but essential travel’, less than 2 weeks before your intended departure date and you have booked a package with us, we will immediately either offer you an alternative holiday (where possible) or a full refund.
  • If advice changes from  ‘advise against travel’ or ‘advise against all but essential travel’, back to ‘safe to travel’ and you have already moved or received a refund for your holiday if booked a package, we will do our utmost to reinstate it should you wish, however we cannot guarantee that this will be possible.

FAQ’s regarding COVID-19/ Coronavirus and its effects on your holiday

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. 

No, our promise applies to all customers booked for 2020 whilst the virus is deemed a concern to public health by the World Health Organisation (WHO) regardless of whether this holiday was booked before the outbreak of the virus in Europe or afterwards.

Feel safe in the knowledge that our Operations team and Destination Experts in location are constantly monitoring the situation locally and are fully up to date with procedures to support you should such an eventuality arise. Exact advice will be reliant on that of the local authorities at the time but rest assured that we would update you constantly, ensure that you are safely accommodated and will provide you with a specific support and advice line to call. If you or a member of your party believe you may be affected, our local team will be on hand to help.

We, with all our bookings, also recommend that you purchase full travel insurance to protect you in any eventuality.

From 4 July, Greece is exempt from the FCO advice against all non-essential international travel. This is based on the current assessment of COVID-19 risks.

Travel is subject to entry restrictions

  • if you travel to Greece, you will need to complete a Passenger Locator Form at least 48 hours before travel
  • you may be required to take a test for coronavirus (COVID-19) and undergo a period of self-isolation

See Entry requirements for more information before you plan to travel.

From 4 July, Italy is exempt from the FCO advice against all non-essential international travel. This is based on the current assessment of COVID-19 risks.

See Entry Requirements before you plan to travel

The Foreign and Commonwealth Office (FCO) currently advise against all but essential travel globally, with the exception of certain countries. Those exceptions featured by CV Villas are listed above.

As countries begin to commence the gradual lifting of local lock downs caused in order to prevent the spread of COVID-19 governments are beginning to make statements regarding the future of international travel. At CV Villas we are monitoring the situation in each of our destinations closely including but not limited to all local regulations regarding the expected behaviour in public, social distancing, requirements for PPE and the re-opening of local facilities to ensure that when holidays do recommence we are able to advise our customers on how to have a safe and enjoyable holiday.

We will continue to update this section with official statements from the government regarding travel to Spain and The Balearics, however the Foreign Office is best placed to give advice on safety around travelling to specific destinations when international travel restrictions begin to be lifted. For the most up-to-date information on traveling to Spain, please visit https://www.gov.uk/foreign-travel-advice/spain

If you have a booking with us to travel to Spain departing within the next 14 days, where possible you will have the following options to make changes to your CV Villas holiday:

  1. Alternative holiday options (where available and suitable) for your dates of travel to alternative destinations without any travel restrictions.
  2. The possibility (where available and suitable) to postpone your holiday to 2021 or later in the year at the same villa.
  3. If you have booked a package, the option to obtain a full refund on the aspects of your holiday booked with CV Villas should the alternative holidays or a date change not suit you.
  4. Alternatively, if you would prefer to wait until closer to your departure date, you are welcome to do so. Options 1-3 will be available to you until 48 hours before travel, at which point we would need to cancel the booking and refund you should the travel restriction still be in place.

If you are unable to travel due to government travel regulations, one of our dedicated Villa Specialists will be in touch to present you with the bespoke options that we have created as an alternative to your planned holiday. We sincerely hope that, although you are no longer able to travel on your original dates,  we can still offer you a fantastic and memorable holiday with us.

If you have a booking with us to travel to Spain departing more than four weeks away, we will continue to monitor the situation regarding travel regulations to Mainland Spain and will update you as and when the travel advice changes. Please rest assured that your holiday will not proceed as planned unless the advice changes back to ‘safe to travel’.

If there is no change regarding travel advice to Spain from the Foreign & Commonwealth Office by 4 weeks before your planned departure date, we will deem your holiday unable to proceed and we will contact you with the numbered options mentioned above.

From 4 July, France is exempt from the FCO advice against all non-essential international travel. 

Travel is subject to entry restrictions

  • UK nationals entering France from outside the European Area are required to certify that their journey to France is essential and complete relevant documentation

  • Arrivals from the UK and some other countries are asked to self-isolate for 14 days on arrival in mainland France

See Entry requirements for more information before you plan to travel.

The Foreign and Commonwealth Office (FCO) currently advise against all but essential travel globally, with the exception of certain countries. Those exceptions featured by CV Villas are listed above

As countries begin to commence the gradual lifting of local lock downs caused in order to prevent the spread of COVID-19 governments are beginning to make statements regarding the future of international travel. At CV Villas we are monitoring the situation in each of our destinations closely including but not limited to all local regulations regarding the expected behaviour in public, social distancing, requirements for PPE and the re-opening of local facilities to ensure that when holidays do recommence we are able to advise our customers on how to have a safe and enjoyable holiday.

We will continue to update this section with official statements from the government regarding travel to Portugal however the Foreign Office is best placed to give advice on safety around travelling to specific destinations when international travel restrictions begin to be lifted. For the most up-to-date information on traveling to Portugal, please visit https://www.gov.uk/foreign-travel-advice/portugal

If you have a booking with us to travel to Portugal departing within the next 14 days, where possible you will have the following options to make changes to your CV Villas holiday:

  1. Alternative holiday options (where available and suitable) for your dates of travel to alternative destinations without any travel restrictions.
  2. The possibility (where available and suitable) to postpone your holiday to 2021 or later in the year at the same villa.
  3. If you have booked a package, the option to obtain a full refund on the aspects of your holiday booked with CV Villas should the alternative holidays or a date change not suit you.
  4. Alternatively, if you would prefer to wait until closer to your departure date, you are welcome to do so. Options 1-3 will be available to you until 48 hours before travel, at which point we would need to cancel the booking and refund you should the travel restriction still be in place.

If you are unable to travel due to government travel regulations, one of our dedicated Villa Specialists will be in touch to present you with the bespoke options that we have created as an alternative to your planned holiday. We sincerely hope that, although you are no longer able to travel on your original dates,  we can still offer you a fantastic and memorable holiday with us.

If you have a booking with us to travel to Portugal departing more than four weeks away, we will continue to monitor the situation regarding travel regulations to Portugal and will update you as and when the travel advice changes. Please rest assured that your holiday will not proceed as planned unless the advice changes back to ‘safe to travel’.

If there is no change regarding travel advice to Portugal from the Foreign & Commonwealth Office by 4 weeks before your planned departure date, we will deem your holiday unable to proceed and we will contact you with the numbered options mentioned above.

The Foreign and Commonwealth Office (FCO) currently advise against all but essential travel globally, with the exception of certain countries. Those exceptions featured by CV Villas are listed above

As countries begin to commence the gradual lifting of local lock downs caused in order to prevent the spread of COVID-19 governments are beginning to make statements regarding the future of international travel. At CV Villas we are monitoring the situation in each of our destinations closely including but not limited to all local regulations regarding the expected behaviour in public, social distancing, requirements for PPE and the re-opening of local facilities to ensure that when holidays do recommence we are able to advise our customers on how to have a safe and enjoyable holiday.

We will continue to update this section with official statements from the government regarding travel to America however the Foreign Office is best placed to give advice on safety around travelling to specific destinations when international travel restrictions begin to be lifted. For the most up-to-date information on traveling to America, please visit https://www.gov.uk/foreign-travel-advice/usa

If you have a booking with us to travel to America departing within the next four weeks, where possible you will have the following options to make changes to your CV Villas holiday:

  1. Alternative holiday options (where available and suitable) for your dates of travel to alternative destinations without any travel restrictions.
  2. The possibility (where available and suitable) to postpone your holiday to 2021 or later in the year at the same villa.
  3. If you have booked a package, the option to obtain a full refund on the aspects of your holiday booked with CV Villas should the alternative holidays or a date change not suit you.
  4. Alternatively, if you would prefer to wait until closer to your departure date, you are welcome to do so. Options 1-3 will be available to you until 48 hours before travel, at which point we would need to cancel the booking and refund you should the travel restriction still be in place.

If you are unable to travel due to government travel regulations, one of our dedicated Villa Specialists will be in touch to present you with the bespoke options that we have created as an alternative to your planned holiday. We sincerely hope that, although you are no longer able to travel on your original dates,  we can still offer you a fantastic and memorable holiday with us.

If you have a booking with us to travel to America departing more than four weeks away, we will continue to monitor the situation regarding travel regulations to America and will update you as and when the travel advice changes. Please rest assured that your holiday will not proceed as planned unless the advice changes back to ‘safe to travel’.

If there is no change regarding travel advice to America from the Foreign & Commonwealth Office by 4 weeks before your planned departure date, we will deem your holiday unable to proceed and we will contact you with the numbered options mentioned above.

From 4 July, Croatia is exempt from the FCO advice against all non-essential international travel. This is based on the current assessment of COVID-19 risks.

Travel is subject to entry restrictions.

Visitors from the EU/EEA and the UK will need an accommodation reservation to enter Croatia.

See Entry requirements for more information before you plan to travel.

From 4 July, Turkey is exempt from the FCO advice against all non-essential international travel. This is based on the current assessment of COVID-19 risks.

See Entry Requirements for more information before you plan to travel.

The Foreign and Commonwealth Office (FCO) currently advise against all but essential travel globally, with the exception of certain countries. Those exceptions featured by CV Villas are listed above

As countries begin to commence the gradual lifting of local lock downs caused in order to prevent the spread of COVID-19 governments are beginning to make statements regarding the future of international travel. At CV Villas we are monitoring the situation in each of our destinations closely including but not limited to all local regulations regarding the expected behaviour in public, social distancing, requirements for PPE and the re-opening of local facilities to ensure that when holidays do recommence we are able to advise our customers on how to have a safe and enjoyable holiday.

We will continue to update this section with official statements from the government regarding travel to Morocco however the Foreign Office is best placed to give advice on safety around travelling to specific destinations when international travel restrictions begin to be lifted. For the most up-to-date information on traveling to Morocco, please visit https://www.gov.uk/foreign-travel-advice/morocco

If you have a booking with us to travel to Morocco departing within the next 14 days, where possible you will have the following options to make changes to your CV Villas holiday:

  1. Alternative holiday options (where available and suitable) for your dates of travel to alternative destinations without any travel restrictions.
  2. The possibility (where available and suitable) to postpone your holiday to 2021 or later in the year at the same villa.
  3. If you have booked a package, the option to obtain a full refund on the aspects of your holiday booked with CV Villas should the alternative holidays or a date change not suit you.
  4. Alternatively, if you would prefer to wait until closer to your departure date, you are welcome to do so. Options 1-3 will be available to you until 48 hours before travel, at which point we would need to cancel the booking and refund you should the travel restriction still be in place.

If you are unable to travel due to government travel regulations, one of our dedicated Villa Specialists will be in touch to present you with the bespoke options that we have created as an alternative to your planned holiday. We sincerely hope that, although you are no longer able to travel on your original dates,  we can still offer you a fantastic and memorable holiday with us.

If you have a booking with us to travel to Morocco departing more than four weeks away, we will continue to monitor the situation regarding travel regulations to Morocco and will update you as and when the travel advice changes. Please rest assured that your holiday will not proceed as planned unless the advice changes back to ‘safe to travel’.

If there is no change regarding travel advice to Morocco from the Foreign & Commonwealth Office by 4 weeks before your planned departure date, we will deem your holiday unable to proceed and we will contact you with the numbered options mentioned above.

The Foreign and Commonwealth Office (FCO) currently advise against all but essential travel globally, with the exception of certain countries. Those exceptions featured by CV Villas are listed above.

As countries begin to commence the gradual lifting of local lock downs caused in order to prevent the spread of COVID-19 governments are beginning to make statements regarding the future of international travel. At CV Villas we are monitoring the situation in each of our destinations closely including but not limited to all local regulations regarding the expected behaviour in public, social distancing, requirements for PPE and the re-opening of local facilities to ensure that when holidays do recommence we are able to advise our customers on how to have a safe and enjoyable holiday.

We will continue to update this section with official statements from the government regarding travel to Barbados however the Foreign Office is best placed to give advice on safety around travelling to specific destinations when international travel restrictions begin to be lifted. For the most up-to-date information on traveling to Barbados, please visit https://www.gov.uk/foreign-travel-advice/barbados

If you have a booking with us to travel to Barbados departing within the next 14 days, where possible you will have the following options to make changes to your CV Villas holiday:

  1. Alternative holiday options (where available and suitable) for your dates of travel to alternative destinations without any travel restrictions.
  2. The possibility (where available and suitable) to postpone your holiday to 2021 or later in the year at the same villa.
  3. If you have booked a package, the option to obtain a full refund on the aspects of your holiday booked with CV Villas should the alternative holidays or a date change not suit you.
  4. Alternatively, if you would prefer to wait until closer to your departure date, you are welcome to do so. Options 1-3 will be available to you until 48 hours before travel, at which point we would need to cancel the booking and refund you should the travel restriction still be in place.

If you are unable to travel due to government travel regulations, one of our dedicated Villa Specialists will be in touch to present you with the bespoke options that we have created as an alternative to your planned holiday. We sincerely hope that, although you are no longer able to travel on your original dates,  we can still offer you a fantastic and memorable holiday with us.

If you have a booking with us to travel to Barbados departing more than four weeks away, we will continue to monitor the situation regarding travel regulations to Barbados and will update you as and when the travel advice changes. Please rest assured that your holiday will not proceed as planned unless the advice changes back to ‘safe to travel’.

If there is no change regarding travel advice to Barbados from the Foreign & Commonwealth Office by 4 weeks before your planned departure date, we will deem your holiday unable to proceed and we will contact you with the numbered options mentioned above.

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. 

Customers who have booked accommodation only with us are not protected by the Package Travel Regulations. If the travel advice changes for the destination you are travelling to and your planned arrangements can no longer go ahead, we will look at the options available to you and will do all that we can to assist you. Where the FCO have not imposed restrictions on travel but local authorities have advised of local screening or quarantine measures, you should also contact your Travel Insurance provider to discuss your options.

We have created a new page on our site called 'What your next holiday will look like', which you can visit here.

Firstly, we have introduced enhanced cleaning protocols for all of our villas, including adjusted check in and check out times to allow for this, alongside the option of increased or reduced cleaning throughout your stay, depending on your preference. Hand sanitiser will be available in all properties (although we do recommend also bringing your own for when out and about).

Prior to your departure, we will share three important documents with you:

  • A CV Holiday Handbook with our recommendations on how to have a safe and enjoyable holiday, with more information on the measures we are taking as a company to ensure your safety.
  • A mini Destination Guide detailing any regulations in place in Portugal.
  • A digital version of the Villa Information Book for Villa Omar . We will be removing our paper villa books for this season.

Whilst in resort, we can arrange a virtual visit using Zoom, Facetime or a Whatsapp video call with one of our Destination Experts, should you prefer this to the personal visit that we usually offer in most destinations. Should you still wish for the personal visit, Destination Experts, and all CV Villas staff, will be wearing facemasks, whilst adhering to social distancing measures.

Lastly, many of our villas will be offering grocery deliveries and a cook ‘delivery service’, meaning you can have your ingredients and meals delivered, rather than visiting the grocery store yourself. Please ask your Villa Specialist for more details.  

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.