Lifestyle Holidays Coronavirus Statement to Customers updated 26 July 2020
Update following the UK Government 14 Day Quarantine for travellers returning from SPAIN Announcement 26 July.
There is now a 14 Day Quarantine on Return to the UK in place for travellers returning from SPAIN 26 July or after.
1 I live in the UK and have a Booking in SPAIN and have PAID IN FULL and I am Due to Arrive After 26 July, in August or in September 2020 – What are my Options?
i – Move to a French Campsite in 2020 – If it is possible for you we can look to move your booking to one of our French campsites.
Please note if you have Flights booked you should contact your Airline ASAP to discuss your options.
It is likely that any flights you have booked will still be going ahead so your options to change/amend may be limited.
ii – Re-Book in 2021 – If you have Paid in Full for your 2020 Booking you can Re-Book for 2021, you can transfer over the Full Payment made to us on your 2020 Reservation to Re-Book 2021
You can Re-Book 2021 online as normal Weekdays Mon-Fri (09:00 – 16:00) AND chose the HOLD FOR TWO HOURS option on the final Payment Page. Please leave a memo that you have a 2020 Booking and would like to move it to this 2021 Booking or email us after that you have booked asking us to credit the Balance from your 2020 Booking, you can try to call during office hours Mon-Fri 09:00 – 16:00 to re-book but lines will be extremely busy.
iii – Refund? – Please Note No Refunds are Possible as we are under Force Majeure Conditions ie the matter is completely out of our control. If neither of the two options above are suitable for you we can issue a REFUND CREDIT NOTE (RCN) which can be used against a booking for 2021 or 2022. This is a Legal Credit Note and acknowledges you as a Creditor to Lifestyle Holidays. In line with ABTA guidance the Refund Credit Note has a Cash Redemption Date of 31 March 2021.
2 I live in the UK and have a Booking in SPAIN and have Paid the Deposit only and I am Due to Arrive After 26 July, in August or in September 2020 – What are my Options?
We can Cancel the 2020 Booking and Note a Credit 50% of your Deposit AND ANY EXTRA Payments you made to re-book in 2021.
The Deposit is unfortunately Non-Refundable. We will as a gesture note on your cancelled 2020 Booking 50% of the Deposit Paid if you re-book for 2021 at a later stage. [eg if you paid Euros 250 Deposit in 2020 and Cancel the 2020 Booking we will note a Credit of Euros 125 if you re-book in 2021]
If you would like to cancel the Booking and have the 50% Credit Noted please email us ASAP
3 I have a Booking in FRANCE in August or in September 2020 and Deposit Paid, Should I Pay the Balance?
As there are now No Travel Restrictions or Quarantines in place for France in line with our Terms and Conditions the Deposit on your 2020 booking is unfortunately Non-Refundable. We will as a gesture note on your cancelled 2020 Booking 50% of the Deposit Paid if you re-book for 2021 at a later stage. [eg if you paid Euros 250 Deposit in 2020 and Cancel the 2020 Booking we will note a Credit of Euros 125 if you re-book in 2021]
How long do I have to Decide? You have up to 28 Days before your Arrival Date to email us you would like to cancel and have the 50% Deposit Credit noted if you re-book 2021. Any Bookings with a Balance Due beyond this 28 Days Point will automatically be cancelled.
4 I have a Booking in FRANCE in August or September PAID IN FULL but wish to cancel my 2020 Booking and Re-Book for 2021.
If your Booking is outside of 28 Days of your Arrival Date you can move your Booking to 2021. If your Arrival Date is within 28 Days as there are now No Travel Restrictions or Quarantines in place for France in line with our Terms and Conditions the Monies on your 2020 Booking are Non-Refundable.
If your Booking is outside of 28 Days of arrival and you are re-booking 2021 if the 2021 Booking is cheaper than your 2020 Booking no Refunds are possible.
If your Booking is outside of 28 Days of your arrival you can Re-Book 2021 online now and Pay the Deposit as normal (within 2 hours or the booking will Decline) Please leave a memo you have a 2020 Booking and would like to move it to this 2021 Booking or email us after you have booked and paid the Deposit asking us to credit the Balance from your 2020 Booking.
5 I have a Booking in FRANCE Paid in Full Arriving After 26 July or in August or September but wish to cancel my booking and not Re-Book for 2021.
We do realise some customers may wish to cancel their 2020 Boking.
As there are now No Travel Restrictions or Quarantines in place for France after 06 July in line with our Terms and Conditions the monies on your 2020 booking are unfortunately Non-Refundable. If you decide not to travel to France you should contact your Travel Insurer.
Why can’t I have my money back, where has it gone? In simple terms the Campsites are open from July 2020 and we have had to pay them, we also have to pay Mobile Home Manufacturers and Winter Maintenance Teams, Staff and all other Associated Costs running a Business and none of these monies paid out are coming back in to the company.
What is a Refund Credit Note (RCN)?
This is a Legal Credit Note and acknowledges you as a Creditor to Lifestyle Holidays. In line with ABTA guidance the Refund Credit Note has a Cash Redemption Date of 31 March 2021.
There is now a 14 Day Quarantine Rule in place for travellers returning from Spain.
Please see Point 1 and 2 in RED for Spain above.
But my Flights have been cancelled? If your flights have been cancelled we can look at alternative Dates and Campsites in 2020 you can check with your airline or alternative Airlines what availability they have. If you cannot find alternative dates and you took our advice on booking and bought Travel Insurance you should contact your Insurer.
Lifestyle Holidays Ltd. Is an Accommodation Provider the contract that we have is to provide Accommodation at the Campsite booked. Method of Transport does not relate to your contract with us. If a flight is cancelled other Operators can be booked or alternative arrangements via road or rail can be made. There are currently no Government restrictions stopping travel to or from Spain or France.
6. I emailed you some time ago to change my booking now your Policy has changed, why can’t I have what was previously offered?
Our Policy has had to change at each stage during the Pandemic, we have had to update and react to the situation as it unfolds.
Customers who had Bookings in April, May and June were unable to travel due to Government Restrictions across Europe and the Campsites not being open, their situation is different to your July, August and September Bookings, the Campsites are now all opening in late June early July and travel restrictions across Europe are being lifted and our Policy has fell in line with these developments.
All facilities including OUTDOOR SWIMMING POOLS will be open and available for use.
All Restaurants, Bars, Take Away, Supermarkets will be open and available for use.
All Beaches are open and available for use.
Each campsite is following their national guidelines on safe operations. Please read the statements from the campsites themselves on how they will be operating.
EL DELFIN VERDE
LA SIRENE, L’HIPPOCAMPE, BOIS DE VALMARIE
PARK PLAYA BARA
LE VIEUX PORT
LIFESTYLE HOLIDAYS OPERATIONS – SUMMER 2020
We will not be operating the normal staffing levels due to the lower occupancy at the campsites. Some of our Representatives may be covering two or more campsites. For 2020 customers should expect to use telephone reception services.
Local governments have increased the protocols for cleaning of accommodation between customers.
Our cleaning deposit system will remain however we will need to allocate additional cleaning time for our staff so that all surfaces in the accommodations are sanitized.
CHECK IN TIME WILL BE FROM 5PM
Of course we will endeavour to get the accommodation ready as quickly and safely as possible.
Of Staff will be wearing PPE whilst cleaning and showing customers to accommodations.
You can be assured it will be thoroughly cleaned before your arrival. We’ll disinfect all frequently touched areas. Our Representatives will wear appropriate PPE.
BED LINEN & TOWELS
Please check you booking and ensure if you are flying to Spain or France that you have pre ordered your linen packs. Please note Linen is not supplied as standard. Any pre ordered packs with be in your accommodation in plastic sealed bags.
At the end of you stay our staff will provide plastic bags to place all used bed linen and towels.
We request that all customers who are driving to the campsites bring their own bed linen and towels.
We recommend that all customer bring their own pillow cases even those that have pre ordered bed linen.
As we have missed the early part of the season we will be removing from accommodation all blankets. We will have a supply of freshly laundered blankets for customers use upon request. It is very unlikely that blankets will need to be used until September.
Linen hire on day of arrival will be extremely limited and may result in you needing to purchase line from a local supermarket if not pre booked. Please check your invoice and Ticket email to make sure you have pre booked and paid for bed linen if required.
Our staff may escort you at a safe distance to your accommodation but will not enter the accommodation upon your arrival. They will arrange a time to pop back to make sure everything is ok and to collect the deposit.
Please check emails prior to your holiday as some campsites may require pre-registration so that you do not need to enter the main campsite reception upon arrival.
We have advised our staff that personal interaction with our customers for this year should be kept to a minimum. Therefore we will issue you mobile telephone number contacts with our campsite staff and resort office to answer any questions you may have.