Peace of mind if your break is affected by closure
What happens if my break is affected by a closure?
We’ll notify you of any closures as soon as possible with a personal email to you. After which one of our team members will be in touch to discuss your booking and find a solution that suits you.
In the event of a closure we offer a number of options:
- a replacement holiday on the same dates next year (same cabin type, departure date and location), honoured at the original price paid
- a replacement holiday of a lesser value - we’ll refund the difference to you
- a replacement holiday of a higher value - you just pay the difference
- retain a credit note to the value of your holiday - this is valid until 31 December 2021 and will be kept on file for when you’re ready to make a new booking
- a full refund to the value of your holiday
Whichever option you choose, your money is safe with us.
If you have made payments towards your break but have not paid the full balance by your due date, our team members can’t secure your holiday and it may be cancelled. However be assured if you make full payment you will receive a full refund (or are free to choose any of the above options) in the event of a closure.
Amending or changing your booking
How do I amend or change my booking?
We understand things can change which is why our bookings have a 24 hour ‘cooling-off’ period.
If you want to change your booking to another date and/or location after the cooling off period, you need to contact us at least 12 weeks before the start date of your break. Our team members will then try their best to find you a suitable alternative.
What are your payment terms?
You pay a deposit at the time of booking. If you’re due to arrive on or before the 31 August 2020 our payment terms are six weeks prior to arrival. For all other breaks it’s 12 weeks.
What is your policy on cancellations?
If you want to cancel your booking, you must notify us as soon as possible and confirm this in writing.
Provided the written notice of cancellation is received by us not less than 12 weeks before the start date of your holiday, you’ll only be liable for the Standard Deposit.
Our Flexible Amendment Protection alters the terms of cancellation under certain circumstances.
For more information about cancellations, read our full terms and conditions.
Additional booking protection
What is Flexible Amendment Protection and how do I add it to my break?
Flexible Amendment Protection gives you the option to move your break with us up to eight days before the start of your holiday. You can add Flexible Amendment Protection as an ‘extra’ when you book your break with us online or over the phone.
Flexible Amendment Protection is calculated per holiday. The final price depends on your date of travel, the length of your stay and the number of bedrooms in the cabin you have booked. With Flexible Amendment Protection, you’re also able to cancel your break and redeem some of the initial cost, depending on the date of cancellation. Full information about Flexible Amendment Protection can be viewed in our terms and conditions.
Is my break covered by my travel insurance?
If you have a personal travel insurance policy please check the details of your cover with your provider.