Lifestyle Holidays Coronavirus Statement to Customers
Updated: 25th March 2020 | 15:00
The Coronavirus epidemic has had a huge effect on all businesses but especially travel businesses with wide ranging European and UK restrictions of Travel.
Our first priority is to protect our customers and staff in these challenging times. At the moment we are following Government FCO advice in relation to Travel Restrictions. If a travel restriction is in place for either UK, France or Spain we cannot operate our scheduled program.
For the safety of our employees we have also had to close our administration centres in Manchester, Netherlands and France.
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.
We are currently dealing with cancellations that have been forced due to the travel restrictions in place up to the end of April.
We have set out the answers to some frequently asked questions about our customers reservations below. We kindly ask all customer to only contact us once your balance payment is due.
Please check your emails for updates in government advice or decisions taken by the campsites will be notified this way. The restrictions in place prohibit us from telephoning or writing to customers.
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 Lifestyle Holiday valid until the end of 2022.
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 10 weeks before departure to 6 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 and we will issue a credit voucher for the full amount paid to be used either later in 2020 or in 2021 or 2022. If you are not happy to receive a credit voucher we would recommend you check your travel insurance policy. Some travel insurance policies include cancellation cover for government instruction not to travel.
3. I am still not sure I should pay the balance 6 weeks before departure?
We understand some customers will not want to or be in the position to pay a balance even at 6 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 campsite is closed but the travel ban has been lifted?
We would look to offer a reasonable alternative i.e. different campsite that is operating. If this is acceptable we will transfer your booking at no charge. We will also offer to move the booking to the same campsite in 2021. If the change is not acceptable to you we will cancel your reservation and we will issue a credit voucher for the full amount paid to be used either later in 2020 or in 2021 or 2022. No additional compensation would be applicable under Force Majeure conditions.
5. I have paid in full at the time of booking under our ‘full payment discount’ offer but no longer wish to travel?
We understand some customers will not wish to travel even after travel restrictions are lifted or would prefer to cancel. If you want to cancel yourself you may cancel within our current terms and conditions up to 70 days before travel and we will not apply any cancellation charges. We will issue a credit voucher for the full amount paid. The Voucher is valid for the remainder of the 2020 season and 2021 & 2022 season. Bookings for the 2021 season can be redeemed when our 2021 Prices are released and can be used for all the campsites in our 2021 program. In 2019 we offered an exceptional 15% full payment discount in celebration of 20 years trading. We will honour all discounts that were applied to your 2020 booking when using your voucher to rebook 2021 or 2022.
6. Can I be issued a cash refund.
We are following ABTA and Government guidelines in relation to accommodation bookings. Under current legislation in UK & Eire the use of credit vouchers are permitted. No cash refunds or redemption of voucher for cash will be issued.
7. What if the prices are much higher for 2021?
We have set up our program for 2021 at exactly the same per night 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 campsite and for UK customers exchange rate £ to €. All we can say at this stage is that if you rebook or receive a voucher and use it in within the next three months the per Night Price of the Same Dates you booked in 2020 will be the same in 2021 (Please Note if you change your dates in 2021 or increase the number of nights booked the price may not be the same).
We are working to have our 2021 program where we can, available to book for 1st May. We reserve the right that not all campsites could be on sale as we require agreements to be in place with the campsites.
We thank you for the unbelievable patience showed so far in these extremely difficult time for all of us.
Stay safe and we hope to see you all again soon.