Important Information

Important Information

Published on Tuesday, March 24, 2020

Important Information

Siesta Holidays Coronavirus Statement to Customers

The Coronavirus epidemic has had a huge effect on all businesses but especially travel businesses with wide ranging European and UK travel restrictions.

Our first priority is to protect our customers and staff in these challenging times. We are following Government FCO advice in relation to Travel Restrictions, if a travel restriction is in place for either the UK, France or Spain we cannot operate our scheduled program.

Clearly during this period our coaches are grounded and we have also had to close our administration centres in Middlesbrough and Hull.

We have adopted skeleton staffing working from home to answer emails and telephone calls where possible. Please note we would prefer you to email queries and questions as it is extremely difficult under these circumstances for telephone calls to be answered. The vast majority of our team have been Furloughed under the Job Retention Scheme until we start to see travel restrictions lifted.

Please check your emails as cancellations will be notified this way. The restrictions in place prohibit us from telephoning or writing to customers.

 

COACH INCLUSIVE HOLIDAY BOOKING

1. What if my reservation is cancelled because of the travel bans ?

We will contact all customers who have bookings that cannot operate due to the travel restrictions. You will be given the option to rebook for later in 2020 or 2021. If you are not in the position to make a rebooking we will issue a credit voucher to use on a Siesta Holiday valid until the end of 2021. If you do not wish to use the voucher between issue and 31 December 2021 a refund of the amount can be claimed. A rebooking or credit voucher remains protected under the Package Travel Regulations.

 

2. I have a booking and paid a deposit. Should I pay the balance?

In light of the current unknown situation we appreciate that this is a difficult decision to make. For this reason we have relaxed our balance due dates from 8 weeks before departure to 4 weeks before departure. If you pay your balance and then we need to cancel the reservation because of revised government travel bans then the instruction above in point 1 would apply to your reservation.

 

3. I am still not sure I should pay the balance 4 weeks before departure?

We understand some customers will not want to or be in the position to pay a balance even at 4 weeks before departure. If this is the case please cancel your reservation and we will issue you a credit voucher to the value of 50% of the deposit you have paid to be used anytime up to 31 December 2021. Please note that vouchers issued in these circumstances are a goodwill gesture and outside the Package Travel regulations.

 

4. What if my reservation is cancelled because a hotel/campsite is closed but the travel ban has been lifted?

We would look to offer a reasonable alternative ie different hotel/campsite. If this is acceptable we will transfer your booking at no charge. If the change is not acceptable to you we will cancel your reservation in line with point 1. No additional compensation would be applicable under Force Majeure conditions.

 

5. What if I am issued a voucher/ credit note and Siesta Holidays become insolvent.

Because of the exceptional trading conditions created for all businesses and especially travel companies the Package Travel Regulations have been amended to allow credit notes to be included under the financial protections held in place by Siesta Holidays. Credit Notes/Vouchers can be used up to the end of 2021. After which a cash refund can be claimed if not used.

 

6. What if the prices are much higher for 2021?

We have set up our program for 2021 at exactly the same prices as 2020 for the time being. We cannot guarantee this will be the case going forward. At this stage we do not know what the prices for hotel/campsite/Eurotunnel/Ferries/Fuel and crucially exchange rate £ to €. However if you book the same resort and accommodation for the equivalent date next year we will honour the price you have paid for this year.

 

ACCOMMODATION ONLY BOOKING

1. What if my reservation is cancelled because of the travel bans ?

We will contact all customers who have bookings that cannot operate due to the travel restrictions. You will be given the option to rebook for later in 2020 or 2021. If you are not in the position to make a rebooking we will issue a credit voucher to use on a Siesta Holiday valid until the end of 2021. Please note that vouchers issued in these circumstances are a goodwill gesture and outside the Package Travel regulations.

 

2. I have a booking and paid a deposit. Should I pay the balance?

In light of the current unknown situation we appreciate that this is a difficult decision to make. For this reason we have relaxed our balance due dates from 8 weeks before departure to 4 weeks before departure. If you pay your balance and then we need to cancel the reservation because of revised government travel bans then the instruction above in point 1 would apply to your reservation.

 

3. I am still not sure I should pay the balance 4 weeks before departure?

We understand some customers will not want to or be in the position to pay a balance even at 4 weeks before departure. If we do not receive the balance payment we will revert to the booking conditions and cancel the reservation at no cancellation cost. Deposits will not be refunded or credit notes issued.

 

4. What if my reservation is cancelled because a hotel/campsite is closed but the travel ban has been lifted?

We would look to offer a reasonable alternative ie different hotel/campsite. If this is acceptable we will transfer your booking at no charge. If the change is not acceptable to you we will cancel your reservation in line with point 1. No additional compensation would be applicable under Force Majeure conditions.

 

5. What if I am issued a voucher/ credit note and Siesta Holidays become insolvent.

Any vouchers issued for accommodation only bookings are not financially protected. They cannot be redeemed for cash refund.   

 

6. What if the prices are much higher for 2021?

We have set up our program for 2021 at exactly the same prices as 2020 for the time being. We cannot guarantee this will be the case going forward. At this stage we do not know what the prices for hotel/campsite/ and crucially exchange rate £ to €. However if you book the same resort and accommodation for the equivalent date next year we will honour the price you have paid for this year.

 

We thank you for the unbelievable patience shown so far in these extremely difficult times for all of us.

Stay safe and we hope to see you all again soon.

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