CORONAVIRUS (COVID-19) GUIDANCE
Updated: 10th July 2020 | 11:00
The FCO have made all Al Fresco Holidays destination countries exempt from the guidance against non-essential travel. Before travelling, please be aware that some of our destinations have entry requirements or screening measures in place that may affect you.
When returning to the UK there are different rules in place depending on whether you’re travelling to Scotland or England, Wales and Northern Ireland. If you’re arriving and staying in England, Wales or Northern Ireland you won’t have to self-isolate from any Al Fresco Holidays destination country, as all are in the permitted ‘travel corridors’ list. If you’re arriving and staying in Scotland, you will only need to self-isolate for 14 days upon return from our Spanish destinations.
All travellers are required to provide your journey and contact details when returning to the UK.
Our Parks for 2020
Many of our parks have been welcoming guests from continental Europe for several weeks, and we are excited to be opening for UK guests from 10th July.
Unfortunately, following the significantly later start to the season, we're having to temporarily scale back some of our operations for 2020, and will no longer be operating on a number of parks in 2020. The list of parks we are no longer operating on in 2020 include:
The list of parks we are no longer operating for 2020 include:
• Camping Riu
• Le Mediterranee Plage
• La Garangeoire
• Yelloh! Village le Pin Parasol
• Village de la Guyonniere
• Sol a Gogo
• Sant’Angelo Village
All customers due to travel to the affected parks have been contacted.
Customers due to travel up to 9th July 2020
You should now have heard from us to confirm that your holiday can’t go ahead as planned. If you have not heard from us already, please check your junk email folder.
All affected customers receive an ABTA financially protected refund credit note for the full value of the money paid. It can be used to book another holiday in 2020 or 2021, by 31 March 2021. Find out more about Refund Credit Notes ›
Customers due to travel from 10th July 2020
We’re excited to say your holiday will be able to go ahead as planned, and our on-park teams have been busy making preparations to make sure you have a safe and happy holiday this summer. Before travelling, please be aware that some of our destinations have entry requirements or screening measures in place that may affect you.
If you’re unsure what to do:
We recommend you keep your 2020 booking for now. We’re hoping to be able to travel again soon, so you can still get that well-deserved holiday this year!
If you are notified by us at a later stage that your holiday can’t go ahead, you’ll receive a Refund Credit Note to give you the flexibility to book a holiday to look forward to in 2021. In addition to your Refund Credit, if you choose a higher value holiday in 2021, you will get an additional bonus of:
• £100 off - if you have paid £99 towards your original 2020 holiday
• £200 off - if you have paid £100 or more towards your original 2020 holiday
If you are concerned about travelling this year:
While the current uncertainty remains, and up until 9th July 2020, you can transfer your holiday to 2021 without paying any amendment fees or losing any money you’ve paid. However, please note that you will not qualify for the additional bonus outlined above. Find out more about transferring your holiday.
Before you contact us, please read our answers to frequently asked questions below. We’re receiving an exceptional volume of enquiries so our response times are much slower than usual.
Our office is currently closed to protect the health and safety of our colleagues following UK Government advice.
We have a team working from home and have now reopened our live chat, but at the moment we’re unable to take calls although we hope to be able to speak to you on the phone very soon. If you need to contact us after reading the FAQs, please use live chat Monday - Friday 10am - 4pm or email us at firstname.lastname@example.org
How can I stay up to date with the latest travel advice?
We advise all customers to stay up to date with the Government advice: https://www.gov.uk/guidance/wuhan-novel-coronavirus-information-for-the-public.
You can also refer to the consumer advice issued by ABTA: https://www.abta.com/news/coronavirus-outbreak.
The European Union have also created a website with the latest information for travelling to each European country, and with links to country specific Covid-19 guidance: https://reopen.europa.eu/.
I’ve booked my travel arrangements myself. Am I protected?
For any travel arrangements (such as flights, ferry travel or car hire) made with a company other than Al Fresco Holidays, you need to speak to the service provider/airline you made the booking with. They’ll have their own policy for managing these claims.
What if I decide I don't want to travel?
All Al Fresco Holidays destinations are now exempt from the FCO guidance against non-essential travel. So your holiday will be subject to normal booking conditions and cancellation charges will apply.
To reassure you about travelling this year, we’ve been taking a look at every stage of your holiday and we’ve made appropriate adjustments for your safety and peace of mind.
If you’d still prefer to cancel, please complete our cancellation form, and we’ll process this for you as soon as possible.
What is a Refund Credit Note, and how does it work?
A Refund Credit Note entitles you to rebook a holiday at a future date, or receive a cash refund when it expires on 31st March 2021. It retains the financial protection that you had with your original booking, so there is no risk that you will lose the money you’ve paid towards your cancelled holiday. Any new holiday booked using it will also be financially protected.
How to use it:
1. Choose the holiday you’d like
2. Select the ‘COVID-19 Credit’ option at the payment stage.
3. Our team will then apply your credit to your new booking and send you an email confirming they’ve done this. Please allow us 14 days to complete this process for you.
If your original holiday was scheduled to depart before 30th June 2020, and you are transferring to an equivalent holiday in 2021, we’ll check if you qualify for the Price match guarantee too.
If your original holiday was scheduled to depart from 1st July 2020, and you choose a holiday with a higher value in 2021, we’ll apply an additional bonus to boost the value of your Refund Credit:
• £100 off - if you have paid £99 towards your current 2020 holiday
• £200 off - if you have paid £100 or more towards your current 2020 holiday
My holiday has been cancelled and I'm not able to change my dates or accept the Refund Credit Note you have provided - how do I request a refund?
You can request a refund if you’re unable to find a suitable date to amend your booking to, and unable to accept a Refund Credit Note. Complete this form to request a refund.
Please be aware that processing your refund will take considerable time due to the volumes of bookings affected. The process is typically taking 8 weeks, but we are working hard to improve this, so please bear with us and we will confirm when your refund is being processed.
If your holiday departure date is within 6 weeks and you haven’t paid the balance of your holiday already, please now do so now by visiting Your Al Fresco and logging in using your booking reference and lead passenger name.
My balance is due, should I go ahead and pay?
Full payment will now be required 6 weeks before your departure date, instead of the normal 12 weeks. Please note our cancellation terms and conditions remain the same.
What measures will you take to keep people safe on your parks?
We’re introducing enhanced cleaning and social distancing on all parcs to keep our guests and teams safe. Government advice is changing all the time, and we will continue to keep up to date with the latest guidelines. Our health and safety procedures tell you everything we are doing for your peace of mind once our parks open.
Each park is also making adaptations to facilities and procedures where necessary to keep our guests and staff as safe as possible. Visit each park page for details, which will be reviewed on a regular basis in line with any changes in local guidelines.
What do I do if I’m on holiday and there is an outbreak on the park?
If there is an outbreak on the park where you are staying, our resort team will follow local authority guidelines. Please comply with any additional screening measures that are put in place. If you develop symptoms, however mild, please follow the guidance of the overseas health authority.
What precautions should I be taking?
We recommend reading the general advice for travellers from the National Travel Health Network and Centre (NaTHNaC).
We always recommend everybody travels with adequate insurance cover. All insurance policies vary so we recommend speaking to your insurance company to clarify what cover is provided for situations arising due to the spread of Coronavirus.